Unifi Protect Live View Not Working? Let's Get It Fixed.
One of the most critical features of your Unifi Protect camera system is the ability to view a live video feed from anywhere. When this fails, and you're met with a black screen, a spinning loading icon, or a connection error, your entire security system's reliability comes into question. This issue can be frustrating, but it's typically solvable by checking a few key areas of your network and configuration.
This guide will walk you through the most common reasons why the Unifi live view fails and provide clear, actionable steps to restore your video stream.
Common Symptoms of a Live View Failure
- You see a black screen where the camera feed should be.
- The live view shows a "Connection failed" or "Unable to load stream" error.
- The loading animation spins indefinitely but the video never appears.
- The live view works on your local network (LAN) but fails when you're away from home (WAN).
- The camera appears as "Offline" in the Unifi Protect dashboard.
- The stream is extremely choppy or constantly buffering.
How to Troubleshoot and Fix Your Unifi Live View
Let's work through these potential solutions, starting with the most common and simple fixes.
1. Basic Reboots and Connectivity Checks
First, let's rule out any temporary glitches with a simple restart.
- Reboot the Camera: Power cycle the problematic camera. If it's a Power over Ethernet (PoE) camera, you can do this by unplugging the network cable or by restarting the specific port on your Unifi switch. Wait a couple of minutes for it to boot back up.
- Reboot Your Unifi Controller: Restart the device running your Unifi Protect application (e.g., Cloud Key Gen2+, Dream Machine, UNVR). You can do this via the device's management interface.
- Check Physical Connections: Ensure the Ethernet cable connecting your camera is securely plugged in at both ends and that the link lights on the switch port are active.
2. Browser and Client-Side Issues
If you're using a web browser, the problem might be on your computer.
- Clear Browser Cache: Clear your browser's cache and cookies, as old data can sometimes interfere with the connection.
- Try an Incognito Window: Open an incognito or private browsing window and try to access the live view. This bypasses most extensions and cached data. If it works here, an extension is likely the culprit.
- Use a Different Browser or the Mobile App: Test the live view on a different browser (e.g., Chrome, Firefox) or, importantly, on the Unifi Protect mobile app. If it works on the app, the issue is almost certainly with your computer or browser.
3. Network and Firewall Configuration
This is a common cause, especially for remote viewing issues. Unifi Protect needs certain network ports to be open to stream video.
- Check Firewall Ports: Ensure that your firewall is not blocking the necessary ports for Unifi Protect. Key ports include TCP 7443 (controller), TCP 7444 (live stream), and UDP 3478 (STUN). If you're on a corporate network, it may be blocking these.
- Local Network vs. Remote: If the stream works locally but not remotely, it's almost certainly a firewall or port forwarding issue on your main network's router. Ensure remote access is enabled in your Unifi Protect settings.
- IP Address Conflicts: Verify that the camera has a valid IP address and that there are no IP conflicts on your network. Check the device list in your Unifi Network controller.
4. Update Firmware and Software
Running outdated software can lead to bugs and compatibility problems.
- Update Unifi Protect: Check for any pending updates for the Unifi Protect application itself within the Unifi OS settings.
- Update Camera Firmware: In the Unifi Protect devices tab, check if any of your cameras have a pending firmware update and apply it.
- Update Unifi OS: Ensure your controller (Cloud Key, UDM, etc.) is running the latest version of the Unifi operating system.
By systematically going through these steps, you can isolate the problem—whether it's the camera, the network, or the device you're viewing on—and take the necessary action to get your live view working again.