Source
r/Ubiquiti•
Ashdown

At my wit’s end: First UDM bricked in a software update, replacement cannot stay running for more than 20 minutes.

Complaint

My UDM stopped working, so I replaced it with a new one.

The new one has been spectacularly unreliable and has been entirely unstable. I have set it up from fresh and from backup, I have run it on its own with a single computer connected by ethernet and with no switches and seen the same behaviour.

Generally, it will eventually fail to a solid blue light flashing ever five seconds or so. Then, it will restart, do the same thing, then eventually turn to solid white light and a full fan in a frozen state.

​

So far, I’ve had absolutely no luck with the support, just been directed to public knowledge articles with literal days between responses.

​

So can anyone here help shed some light on this? So far, my free piece of crap router I got from my ISP has been rock solid and has belted the hell out of the ubiquiti gear in terms of reliability.

Posted Dec 31, 2022, 11:51 AM UTC

031
reddimus_prime•

Ubiquiti support is not the greatest. That is why the price point is so low comparatively. Try opening a new ticket. If that doesn't work, get your credit card company involved.

3
AshdownOP•

Heh. It’s this kind of response which fills my soul with happiness.

I think I’m going to try a UDR and see how that swims or sinks.

1
FrankNicklin•

UDR has its own issues and a downgrade from the UDMP.

4
Express_Bake_3540•

We have had similar issues with UDMs across a few customers 4 months ago. We put this down to a bad batch (all MACs were “in the same range” from memory). Speaking to our disti a few weeks ago they said they had a lot of RMAs for UDMs around the same time.

We have also seen UDM and UDMP also suffer similar issues where there is dirty power.

Your experiences with Ubiquiti support - we see a lot of variability when we have logged cases (mostly for RMAs but also a few bugs too) can be hit and miss. When the case is going around in circles we always state politely the case is going in circles and we are not happy and ask for the case to be reviewed by the support manager - the case is usually changed to an RMA those times.

3
gwicksted•

Mine is rock solid except under dirty power. Do you have a decent online UPS?

Edit: sorry my UDMP is. I do not own a UDM.

2
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1
QuillPing•

What firmware are you using for network and controller?

1
AshdownOP•

Both on the latest official release, most up to date. Can’t remember the version numbers off the top of my head.

I’ve just rolled it back to the September release, so I’m going to set it up (yet again) with updates all off and see how it goes.

1
QuillPing•

When you say rolled it back it’s not like a Netgear router. I believe it’s getting both controller and network to the correct version.

When you updated to all the latest versions did you factory reset afterwards then set it up just to test?

1
AshdownOP•

Yeah installed the OS, and then factory reset it. But the bloody thing insists on a firmware update as part of the set up process, they really make these things like pulling bloody teeth to try to fix when they screw up.

So, back around the merry-go round we go with another rollback and reset and then set up offline to disable firmware and application updates and then to set absolutely everything up again to see if it will crash or not.

Yay!

1
QuillPing•

Are you U.K. by any chance and are you setting it up on the app via Bluetooth?

1
AshdownOP•

So I roll back the firmware and the thing does this:

https://i.imgur.com/xqWYwOO.jpg

So very very frustrating

1
vanderhaust•

How long did you wait? When I first mine up it did that. I was like, what the fuck? Then after 15 minutes it finished doing its thing and run fine ever since. I only set mine up wired.

2
AshdownOP•

Waited enough time for it to do its thing, I’ve set them up in the last month enough times to know to leave it alone for a while hah

1
Smith6612UniFi Installer and User•

Did you by chance grab the 2.x firmware branch? Rolling back to 1.x might not be possible without putting the unit into Recovery. 2.x is still EA and shouldn't be available for general install at the moment.

1
AshdownOP•

Unfortunately didn’t get the chance to try 2.x before it was pulled.

1
KenEsq•

You may want to check your power source. Are you running through a UPS? I'm by no means saying that Ubiquiti stuff is bulletproof, but having two go bad is some bad luck or possibly bad power/spikes/low voltage causing an issue. You may also want to consider there's something in the air that could be causing an internal breakdown. Years ago we had a house that had Chinese drywall installed (high sulfur content drywall). While we didn't detect anything...we started having failure of things like AV receivers, TVs, air conditioning coils.
I'm sorry you're having these issues and hope you have better luck in the future.

1
Sorry_Risk_5230•

Oh goto the UDMP 😄 i have a bunch of these in circulation (~10 or so) and havent had any real issues

0
AshdownOP•

Unfortunately I don’t have the space for a rack style solution. :(

2
Sorry_Risk_5230•

Shucks. Cant stand it on its side or something janky like that? Anesthetics shouldnt rule out performance!

2
leggodizzy•

Edgerouter + UniFi Controller on docker is the way forward. Been rock solid for many years.

0
ReadyFlow142•

Why do people still use ubiquiti products? Get a good router and go to omada or aruba or God forbid a consumer device.

-7
AshdownOP•

So helpful, thank you for your contribution.

If I got a consumer device, I wouldn’t get the 10GBE backbone I use to share fast access to mass storage across the house in any reasonably easy or managed way.

But super helpful, thank you for letting me know this.

4
ReadyFlow142•

There are plenty 2.5gb solutions, you only want 10gb you don't need 10gb. You just want to brag well look where bragging got you. What exactly are you transferring that requires that type of speed? Sharing mass storage? (which means what? Watching movies on a bedroom TV?) And don't tell me you're a video editor that works with 4k files. Nobody needs 10gb connections in the home.

And if you do need that type of speed then you should go with a company that stands behind its products and provides technical support. That way you're not asking Reddit users for help. Ubiquiti is all hype the company is shit and their tech support is the best at deflection without providing any real solutions.

When your udm stopped working you had an opportunity to switch to a different product but you chose to do business with a company that treats its customers like shit. Good luck.

-12
AshdownOP•

Lol my dude you can’t tell me what I need and what I don’t need. Go away or help. You’re doing neither.

3
ReadyFlow142•

That's what I thought you only have that equipment because you want to show the world how cool you are. Well cool guy now you've got some serious troubleshooting to do without any help from the company. Good luck.

-11