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Ubiquiti Employee
Posts: 520
Registered: ‎04-21-2011
Kudos: 74
Solutions: 46

Help us make airControl better or How to report a problem

[ Edited ]

When creating a problem report for airControl, please provide following information (as complete as possible) to help us resolve these problems and reduce troubleshooting time.

 

General information:

(For problems like: can't connect to server / can't start server / can't start client / error... / etc.):

 

  • airControl version
  • Server OS
  • Client OS
  • Java version (server and client side)
  • Is it a fresh install or upgrade from older airControl version? From which version it was upgraded?
  • Error message / screen-shot if present

Attach these files:

  • Server log file
  • Client log file
  • Diagnostic page output (http://server_IP:9081/diag) 

Logs are located in:

Linux: /var/log/aircontrol2/server*.log

Windows server: C:\Program Files\Ubiquiti Networks\airControl2\logs

Windows client : C:\Users\<username>\.AirControl2\logs

 

Additionally for problems related to specific devices:

(For problems like: Can't add new device / can't monitor devices / can't configure devices / devices is "offline"):

 

- Device model

- Device firmware version

- Topology description:

  Server behind router / firewall?

  Firewall / port forward on device?
  Routed network?

- Attach files: Device configuration file, Device properties screen shot

- Run commands when connected to device using ssh and attach output:
      mca-provision-list
      mca-ctrl -t status

 

If you do not want to post sensitive information to forums, please send it to aircontrol@ubnt.com with link to post.

 

More useful info is here

 

Thanks!

UBNT QA Team
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