Known Issue With Ubiquiti UniFi Access Points & How to Fix

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We have recently heard about an issue affecting Ubiquiti UniFi Access Points. These access points (APs) have a feature called "Auto Optimize Network" that prevents certain security systems from connecting. The feature must be disabled in order for the panel to reconnect with the IP network.

Honeywell lyric controller encrypted wireless security system

At this time, we have only confirmed that the Honeywell Lyric Alarm System is affected by this issue. Other alarm panels may also be affected, but we have not been able to test. Once the Ubiquiti UniFi AP has the feature enabled, the panel will lose its connectivity with the network. If the panel has cellular backup, then it will remain monitored using that communication path. But if the panel has IP-only service, then it will lose its ability to send out signals to a monitoring platform like Total Connect 2.0 or Alarm.com.

We have received reports from some customers that Ubiquiti has pushed down an automatic update that auto-enables the "Auto Optimize Network" feature. Once that happens, a Lyric System will lose its connectivity with the local WIFI network, even if it is configured with the proper SSID and password. Other systems may also experience a similar issue, but we have only received reports about this affecting the Lyric. The solution is to disable the "Auto Optimize Network" in the UniFi device network settings.

It is recommended that you keep the Auto Optimize Network feature on any Ubiquiti Access Point disabled to prevent connectivity loss for your security system. As long as the feature is disabled, you should not experience any connectivity issues for the system We recommend reviewing the manual for your Ubiquiti UniFi Access Point device for information on how to disable the feature in network settings. As we are not dealers for Ubiquiti products, we cannot provide technical support for this issue. But we can help you reconnect your Lyric System to WIFI after you have disabled the setting.

For more information on this issue with Ubiquiti Access Points, please review this FAQ. Remember to contact us at support@alarmgrid.com if you have any questions about our products or monitoring services. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

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Comments

Hi Matthew, This is just from my limited personal experience with the product but have you tried going to system settings and temporarily turning off the new interface then going to classic settings then the site section to find it? Past that I would contact ubiquiti support to see if they could assist.
Any update on this issue using the newer UniFi Dream Machine Pro/current WiFi 6 access points? There's no longer a clear setting for "Auto Optimize Network" in the GUI and I'm unable to get the Lyric logged onto the network. Thanks!
I'm assuming you also have the "Auto optimize" option turned off in the Ubiquiti router?
Same issue here... Connection is stable until I re-provision anything on the UniFi AP and then I have to manually reconnect the Lyric panel to the AP every time (and reboot the panel to get HomeKit working again)
The Lyric can only use the 2.4 GHz network, we have seen instances where if your 2.4 GHz and your 5 GHz networks have the same SSID, the Lyric may struggle to maintain a connection. If they use the same SSID, can you try changing the SSID for the 2.4 GHz portion of the network, and re-join the Lyric and see if that helps?
My new lyric panel is having a lot of issues maintaining a connection to my ubiquiti setup. I’m using all new ubiquiti equipment and the APs are NanoHDs. Auto optimize is turned off and it still struggles to maintain a connection for any period of time. The Lyric is in very close range to my AP.
Hi Alex, We are happy to hear that you have not experienced this with your hardware, but this is an update that was reported from Lyric users as well as from Honeywell and we have been successful with getting their Lyric panels connected to their network
I don't think its accurate to say that "Ubiquiti has pushed down an automatic update that auto-enables the "Auto Optimize Network" feature". I certainly have not seen that and use Ubiquiti hardware. Also, this issue is not unique to Lyric.