Portal offline with UniFi routers

[auger66]

I have two different UniFi routers at different locations. UD Portal went offline for both of them. I have a third portal account on an AT&T router that is still good.

Looking in the UniFi app, it shows both UD devices connected to the internet. Anyone else having this portal problem with UniFi?

Thanks.

[paulbates]

There are a number of moving parts here. 

• Did you recenlty replace the routers? The router provides the ISY with its IP address which is how it gets out to the portal. It could be as simple as restarting the ISYs
   
• Do you have other internet services on the ISYs that are functioning, like notifications?
   
• Are you able to access the admin consoles? If you go to the config tab
  • Does the IP config look right vs the subnet the unity's are providing.. the first three octets of the router and iSYs need to match eg 192.168.x, 10.10.1.x, etc
     
  • Is it set up for DHCP or manual address?... if you have manual addresses, that is likely the problem.. the new routers could be providing a different local subnet and the iSYs can't talk any more.
     
• There are other possibilities like firewall but I'd start by looking at those basics

[theitprofessor]

I'm having the same problem.  My EISY is not connecting to the ISY Portal.  Everything else in the house is working fine to the internet.  I am getting notifications to UDM from my iPhone but UDM says my EISY is offline and so does the web interface to the portal.

[4481hoods]

Also having connection problems~

[BobM99]

Same here

[jaydrosy]

Me too!

[Athlon]

And me...  (Polisy)

Edited December 19, 2023 by Athlon

[markv58]

My UniFi APs updated at 3am, ISY is plugged into a Linksys router and has no portal connection either. I can connect to ISY through a Command Fusion app from the www and everything is working there. Seems like a portal problem.

[PB11]

My Polisy is offline as well.

I also have a ubiquiti network but my AP’s are still at the same device version

Edited December 19, 2023 by PB11

[tmorse305]

add me to the list, one eisy is connected to the portal, my other eisy is not. Both are connected via eero routers.  Tried a reboot but not luck.  Went offline at 2:14 AM EST.

Edited December 19, 2023 by tmorse305

[JTsao]

I have a UDM Pro with the eISY plugged directly into one of the front UDM ports - I noticed an update to Protect 2.10.11 occurred this morning at 3AM but my eISY is still online

[layten]

My EISY went offline at 2:21 am central time t is morning . Still offline.

[ryan.mercer]

My ISY went offline 12/18 11:52PM CT. Rebooted several times but no connection to Portal. Local connection works fine. 

[Whitehambone]

Mine went offline as well.   

[Kentinada]

Me too.  My Eisy went offline at 7:43a ET this morning. 

[mapeter]

My ISY and eISY went offline with the portal at 3:29 AM CST today. My USW-Pro-24 switch did an update at 3:28 AM, but not my UDM-SE router.  The UDM-SE router updated a couple of days ago with no issues.

I have no problem logging into my.isy.io.

[PB11]

Anyone submit a ticket?

[edwaud]

I am a member of this club as well. So I am thinking the problem is most likely common to us all. Something messed up with Polyglot?

Interesting, my Portal suddenly came back online.

Edited December 19, 2023 by edwaud

[Whitehambone]

@mapeter I can also log into the my.isy.io site, but it shows the eISY offline.  I also tried the Refresh button on the AC Portals tab.  It shows offline as well.  

@PB11 I have not had time to open a ticket yet.

[PB11]

Just submitting now. 

[gages97]

I did not do any of the Unifi updates (mine are set to manual) and my eisy cannot access the portal.

[PB11]

Seems to have just come online

[gages97]

Wait - its back!  Maybe not a Unifi issue?

[kstev]

I had the same issue.  I have a fully Unifi network.  My EISY went offline around 3 this morning around the same time as my USW Lite 16 PoE switch was updated, which the EISY is plugged into.  I rebooted the switch and now it is connected back to the portal.  Might have been an issue with the switch update.  

[mapeter]

My ISY is back online, but not my eISY.  I wonder if the portal stopped taking inbound connections last night and it is slowly resolving itself. 

Update: The eISY is online now.

I did not have to reboot anything.

Edited December 19, 2023 by mapeter