If you’re updating the Unifi OS on your Cloud Key v1, **stop the operating system service first**!
Doing so will save you from the same frustration I went through—trust me, it’s worth the extra 2 minutes.
Now, here’s the full story of how a simple update turned into hours of troubleshooting.
**The Setup**
On Friday, I went to log into my home Unifi network, only to be greeted with an error telling me that my version of Unifi software was no longer compatible with the Unifi Phone App. I thought, “No big deal, I’ll just update it.”
I logged into my v1 Cloud Key, updated the firmware, then proceeded to update the Unifi operating system. That’s when things went south. The OS update stalled, so I downloaded it manually, which worked fine—but the real worries started when I still couldn’t log in via the Unifi app on my phone.
**The Problem**
Next, I tried accessing the Cloud Key via the local network (192.168.x.x), only to hit a 404 error when trying to reach the OS where all my configurations are stored. No matter what I tried, I couldn’t get past this error.
A quick search online led me to a bunch of frustrating posts—many of which were just people complaining about my *v1* Cloud Key and recommending I buy a new one. Like, really? I’m trying to fix it, not spend hundreds of dollars on an upgrade.
After digging deeper, I explored SSH options, downloaded Putty, and attempted to use some online commands to fix the issue. But none of them worked, and I wasn’t comfortable messing around too much in the terminal.
**The Reset**
At this point, I was out of options. I dreaded the thought of resetting the Cloud Key, as it would mean I’d have to go around the house to re-adopt all my ceiling-mounted APs. But, I had no choice.
I hit the reset button. When I logged in again, it was in the setup phase, asking if I wanted to rename the Cloud Key or restore from backup. **Progress!**
But then another hurdle: My backup was from a newer version of the OS than the one the Cloud Key was now running. The restore wouldn’t work.
**The Fix**
Luckily, the backup files were named with the version number, so I downloaded the closest version I could find (6.2, I think), manually upgraded the Cloud Key, and the restore finally worked. About 10 minutes later, I was back in action.
This time, I made sure to **stop the operating system service** *before* updating, as I had read in my earlier research. After updating all my device firmware (and enduring a few frustrated stares from the kids as the internet dropped), everything was working again. I could finally manage my devices from the cloud.
**The Frustration**
So, why did this happen in the first place? Honestly, with a bit more attention to detail in the programming, all of this could have been avoided. If stopping the service is essential for a successful update, why isn’t that part of the process? A simple prompt saying, “Make sure to stop the service before updating!” would have saved me a ton of wasted time and stress.
For someone who isn’t IT-savvy, this could have turned into a much more expensive situation—forcing them to buy a new Cloud Key and reconfigure everything, which could cost a small fortune for a larger or more complex setup.
Manufacturers need to step up and make this process more user-friendly. A simple warning or built-in check to stop the service before updating should be a no-brainer.
**Lesson Learned**
To save yourself a headache, **always stop the operating system service** before updating your Unifi Cloud Key v1. It’s a small step that can save you hours of troubleshooting. And, hopefully, the folks at Unifi will make this process a bit more idiot-proof for future updates.