Issues with the Ubiquiti UDM-Pro firmware version 1.9.2
Issues with the Ubiquiti UDM-Pro firmware version 1.9.2
Here’s a revised version of your text:
Hello, my name is Ioan Koka from Romania. I own an Ubiquiti UDM-Pro and this is my experience. I don’t claim to be an IT expert with special abilities. What I offer is genuine passion for technology, a love for quality hardware and software. I enjoy learning from others and following best practices—so you can see where this leads.
When I first got the UDM-Pro, I faced several problems. During setup, it wouldn’t boot properly and I couldn’t log in right away. Ubiquiti blocked my account for some reason (possibly due to too many failed attempts), so I couldn’t use the device. I filed a support ticket, but they never confirmed that their account had been unlocked. They seemed to be testing their approach by letting me figure it out myself.
After a while, they suggested updating the firmware to version 1.9.2 and changing my password on unifi.ui.com. I followed their instructions. But once more, things went wrong. The machine became very slow or unresponsive—sometimes twice a day. This was frustrating.
I decided to dig deeper on my own because the official support didn’t meet my expectations. They escalated the issue to Tier 2 support after the third email, and every time I reached them, they asked the same basic questions, even involving higher-level teams. I wanted to know what firmware I was using, whether I had restarted the device, or if I could log in locally.
The machine freezes when it’s used normally, usually opening the GUI only once or twice a day. It shows up as offline on Ubiquiti.ui.com but doesn’t actually stop working. SSH access works, and we can connect via OpenVPN to reach an internal network. So I suspect the router is fine—only the GUI fails.
I tried changing the interface to Classic mode, disabling the dark theme, and even switching to a different view, but nothing helped. The freezing happens randomly. As someone with IT experience, I’m frustrated because Ubiquiti’s support responses didn’t make sense.
I also shared this on the Ubiquiti community forum. This UDM-Pro came with a “release” version of the firmware, which I thought was standard. But I noticed it contained bugs—especially since the new GUI is labeled Alpha, not stable. That doesn’t feel right.
Personally, I’m okay with experimenting in a lab, but this device is meant for real-world business use. Mixing beta and unfinished software into a production release isn’t acceptable. At our company, we updated several Cloud Key Gen2 controllers to the latest firmware (2.0.27). Unfortunately, two controllers went offline within days, and another one failed yesterday. This wasn’t random—it was a clear issue with reliability.
I hope you understand that in real life, production isn’t a controlled lab environment. I’m taking full responsibility for what I wrote. If this sounds like a warning to others, please share it. I’m confident in my explanation, but I’d appreciate your attention to this matter.