Troubleshooting Your Ubiquiti G4 Doorbell Pro and Access Reader
The Ubiquiti G4 Doorbell Pro and the UniFi Access Reader range, including the G2 and G3 models, are sophisticated products that go well beyond a standard doorbell or entry system. They integrate with the UniFi Protect and UniFi Access apps, support NFC cards, fingerprint scanning, PIN codes, and mobile unlock, and feed live video directly to your phone. When they work, they're excellent. When something goes wrong, this guide will help you get back on track.
Understanding Your System
The G4 Doorbell Pro is a video doorbell that connects to your Wi-Fi and is managed through the UniFi Protect app. It captures live video, sends notifications when someone rings or is detected, and supports NFC card and fingerprint scanning for entry.
The Access Readers (G2 and G3) are NFC-based card readers that connect to an Access Hub, which is wired back into your network. They're managed through the UniFi Access app and can unlock doors via NFC card, PIN, mobile app, or hand wave, depending on the model. These readers are part of a more complete access control system. They work alongside the Access Hub which controls the door lock hardware itself.
G4 Doorbell Pro Troubleshooting
1. Not Receiving Notifications When Someone Rings
This is one of the most common issues with the G4 Doorbell Pro, and it's almost always a settings issue on the phone rather than a problem with the doorbell itself.
What to do:
Open your phone's Settings and check that notifications are enabled for the UniFi Protect app. On iPhone this is under Settings > Notifications > UniFi Protect. On Android, check App Settings.
Open the UniFi Protect app and go into the doorbell's settings. Check that doorbell ring alerts are toggled on.
Ensure the app has permission to use data over both Wi-Fi and mobile data, not just Wi-Fi, otherwise you won't receive notifications when away from home.
If you're using a VPN on your phone, try disabling it. VPNs can interfere with how the app delivers notifications.
Try logging out of the app and back in, or deleting and reinstalling it.
2. Doorbell Showing as Offline in the App
If the G4 Doorbell Pro appears offline in UniFi Protect, it has lost its connection to the system.
What to do:
Check that your home Wi-Fi is working normally on other devices.
Power cycle the doorbell. If it's powered via a PoE adapter or wall adapter, unplug the power for 30 seconds and plug it back in. If it's wired to a doorbell transformer, it may need the circuit breaker temporarily switched off.
Power cycle your modem and wait for it to fully restart.
Ensure the UniFi Protect app and the doorbell firmware are both up to date.
Check that the NVR or console running UniFi Protect is also online and reachable.
3. Chime Not Ringing Inside the House
If the doorbell button is being pressed but the internal chime isn't sounding, the issue is usually with the chime configuration or the power supply.
What to do:
If you're using the UniFi Smart Chime, check that it's powered on and has been adopted in the UniFi Protect app.
4. Live View Not Loading
If the doorbell is showing as online but the live video won't load, refer to the steps in our Ubiquiti Security Camera Troubleshooting guide, specifically the section on live view issues. The G4 Doorbell Pro behaves like a camera in this regard, and the same steps apply.
Access Reader (G2/G3) Troubleshooting
5. NFC Card Not Unlocking the Door
If a card is being scanned but the door isn't unlocking, there are a few things to check.
What to do:
Check the UniFi Access app to confirm the user associated with that card has been given access to the door in question, and that the access schedule permits entry at the current time.
Check the System Log in the Access app to see whether the card scan is being registered. If it shows as 'Welcomed' but the door doesn't open, the issue may be with the lock wiring or the Access Hub's connection to the lock, which will need a technician.
If the scan isn't registering at all, try re-enrolling the card in the Access app (under the relevant user's credentials).
Ensure the Access Hub is online in the app. If the hub is offline, readers connected to it won't function.
6. Reader Showing as Offline
An offline reader means it has lost communication with the Access Hub or the system controller.
What to do:
In the UniFi Access app, navigate to Devices, find the hub the reader is connected to, and check the overview. You can power cycle the reader directly from within the app if your firmware supports it.
Check that the ethernet cable from the reader to the Access Hub is secure.
Power cycle the Access Hub by unplugging it for 30 seconds and plugging it back in.
Ensure the hub and the reader are on the same network VLAN. If they're on different VLANs, communication between them may be blocked. In the UniFi OS Console, navigate to Network > UniFi Devices to confirm that the console and Access device are on the same VLAN.
Ensure the Access application and the devices are updated to the latest firmware versions.
7. Mobile Unlock or App Not Working
If users are unable to unlock via the UniFi Identity mobile app, there are a few steps to work through.
What to do:
Check that the user has the UniFi Identity app installed and is logged in with an account that has been added to the Access system.
Ensure the user's phone has Bluetooth & NFC enabled if using Tap to Unlock functionality, and that the app has Bluetooth & NFC permissions.
Check that the user's account has the correct access permissions assigned in the UniFi Access app.
If using mobile unlock remotely, ensure the user's phone has an active internet connection.
Still Having Trouble?
Access control systems have a lot of moving parts. Hardware, software, networking, and physical locks all need to work together. If you've worked through these steps and things still aren't right, our team is happy to help. Give us a call on 1300 878 468.