Frequently Asked Question
My UniFi gateway is stuck on the UI logo. Should I use Recovery Mode?
QUICK ANSWER
Recovery Mode is a last-resort procedure for a device that cannot start normally. First rule out an update in progress and power problems, and preserve the configuration backup. A factory reset can interrupt the entire site.
Applies to: UniFi Cloud Gateways and other models explicitly listed for the manufacturer’s Recovery Mode procedure.
Work through these checks
- Record the exact model, screen/LED behaviour, recent update and time spent at the logo. Avoid interrupting a firmware operation that is still progressing. Confirm the specified power supply and a reliable power source.
- If a normal restart is appropriate and no update is active, make one controlled restart during agreed downtime. Record whether the device returns to the same stage rather than cycling it repeatedly.
- Check for a usable configuration backup and any local recovery requirements. Confirm the firmware image matches the exact model; an AP, CloudKey and gateway do not share one recovery method.
- If standard recovery is required, follow the manufacturer’s current model-specific sequence, connection port and firmware instructions. Arrange local access and an alternative internet path before recovering a site’s only gateway.
Confirm the result
The unit boots normally, restores the intended configuration where required and passes WAN, LAN, VLAN and application checks before the site returns to service.
Before going further: Do not upload an image for another model, reset a live gateway without a recovery plan or open the enclosure. Stop for power damage or a failed documented recovery.
If you need help
Include these details in your ticket: Model, firmware, photo of the stuck screen/LED, preceding event and backup availability.
Updated 261107