• Check that you are using the correct URL:

• Make sure your computer’s Ethernet card is installed and functioning properly.

• Check that you have Internet access. In your computer, click Start, (All) Programs, Accessories and then Command Prompt. In the Command Prompt window, enter ‘ping’ followed by a website such as ‘zyxel.com’. If you get a reply, try to ping ‘nebula.zyxel.com’.

• Make sure you are using the correct web browser that supports HTML5. View the browser in full screen mode to display the NCC portal properly. Browsers supported are:

• Check if the TCP/UDP port is blocked by your network’s firewall rule or ISP. Click Help > Support tools > Firewall information in NCC to view information required for firewall rules to allow management traffic between NCC and Zyxel Devices on your sites.

• Check the Zyxel Device’s hardware connections, and make sure the LEDs are behaving as expected. See the Quick Start Guide.

• Make sure the Zyxel Device is connected to the Internet.

• Check if the WAN IP address is configured on the Zyxel Device.

• Check if the Zyxel Device can access the NCC server’s domain through SSH and enter ‘nslookup d.nebula.zyxel.com’. If the Zyxel Device shows ‘unknown host’, check your DNS server setting or use ‘8.8.8.8’ as the DNS server on the Zyxel Device.

• The Zyxel Device will apply the site-wide password after getting online on NCC. Check the login credential by going to General settings > Device configuration: Local credentials in NCC.

• Make sure that your Zyxel Device can connect to NCC by checking your network’s firewall/security settings. The following ports must be allowed:

• Make sure that you have registered your Zyxel Device with NCC.

• Make sure that you have created an organization and site and add the Zyxel Device to the site.