Troubleshooting
This chapter offers some suggestions to solve problems you might encounter with NCC and Nebula Devices.
• To see how to do things in NCC, go to the Tutorials section.
• To know how to manage Mobile Routers in NCC, go to Configuration for more information.
• To know how to monitor Security Appliances in NCC, go to Monitor (Security Firewalls) or Monitor (Security Gateways) for more information.
• To know how to configure Security Appliances in NCC, go to Configure (Security Firewalls) or Configure (Security Gateways) for more information.
• To know how to monitor Switches in NCC, go to Monitor for more information.
• To know how to configure Switches in NCC, go to Configure for more information.
• To know how to monitor Access Points in NCC, go to Monitor for more information.
• To know how to configure Access Points in NCC, go to Configure for more information.
I cannot register the Zyxel Device in NCC.
Check if your Zyxel Device supports Nebula by locating the Nebula QR code on the Zyxel Device label or package box.
I cannot access the NCC portal.
• Check that you are using the correct URL:
• NCC: https://nebula.zyxel.com/
• 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, type ‘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:
• Google Chrome
• Microsoft Edge
• Mozilla Firefox
I cannot log into the NCC portal.
Open your web browser and go to https://nebula.zyxel.com. Sign in with the correct email and password. Click Sign Up if you do not have a myZyxel account and create an account.
I cannot access a Nebula Device that I have registered in NCC.
• Check if the TCP/UDP port is blocked by your network’s firewall rule or ISP. Click Help > Support tools > Firewall information to view information required for firewall rules to allow management traffic between NCC and Nebula Devices on your sites.
• Check the Nebula Device’s hardware connections, and make sure the LEDs are behaving as expected. See the Quick Start Guide.
• Make sure the Nebula Device is connected to the Internet.
• For Mobile Routers, make sure a valid SIM card is inserted in the SIM card slot.
• Make sure the Mobile Router is located where the cellular signal is strong.
• For ZyWALL USG FLEX / ATP / USG20(W)-VPN Series devices with Nebula native mode as the deployment method, make sure you perform the steps for Nebula native mode on the Nebula Device; see Nebula Native Mode for information.
If you select Zero Touch Provision mode as the deployment method. Make sure you perform the steps for Zero Touch Provision mode on the Nebula Device, see Zero Touch Provision Mode for information.
If you select Zero Touch Provision mode as the deployment method. Make sure you perform the steps for Zero Touch Provision mode on the Nebula Device, see Zero Touch Provision Mode for information.
• Check if the WAN IP address is configured on the Nebula Device.
• Check if the Nebula Device can access the NCC server’s domain through SSH/Console and enter ‘nslookup d.nebula.zyxel.com’. If the Nebula Device shows ‘unknown host’, check your DNS server setting or use ‘8.8.8.8’ as the DNS server on the Nebula Device.
• The Nebula Devices will apply the site-wide password after getting online on NCC. Check the login credential by going to Site-wide > Configure > General settings: Local credentials.
• Specify the Port number and click Establish using Remote Access in the following screens to obtain real-time logs and data from the Nebula Device.
• Firewall > Monitor > Firewall
• Security gateway > Monitor > Security gateway
• Access Point > Monitor > Access Point
Remote Access to Nebula Access Points is available to the organization owner, organization administrators with full privileges, and site administrators with full privileges in Nebula Pro Pack license only.Remote Access to Nebula Security Firewalls and Security Gateways is available to the organization owner in Nebula Pro Pack license only.
I cannot see my Nebula Devices in the NCC Dashboard or the corresponding Nebula Device monitor page.
• If your Nebula Device is a Zyxel Hybrid Switch (GS / XGS / XMG / XS Series), make sure that the Nebula Device is working in Nebula cloud management mode with NCC Discovery enabled.
• For the Web Configurator version 4.70:
Active is enabled in Basic Setting > Cloud Management > Nebula Control Center Discovery.
Active is enabled in Basic Setting > Cloud Management > Nebula Control Center Discovery.
• For the Web Configurator version 4.80:
Nebula Control Center (NCC) Discovery is enabled in SYSTEM > Cloud Management.
Nebula Control Center (NCC) Discovery is enabled in SYSTEM > Cloud Management.
• Make sure that your Nebula Device can connect to the NCC by checking your network’s firewall/security settings. The following ports must be allowed:
• TCP: 22, 443, 4335 and 6667
• UDP: 123
Go to Help > Support tools > Firewall information to find the latest port information.• Make sure that you have registered your Nebula Devices with the NCC. See License & Inventory.
• Make sure that you have created an organization and site and add the Nebula Devices to the site. See Create Organization and Create Site.
My organization is now in Cloud-saving mode; how can I disable it?
There are two ways to disable Cloud-saving mode.
• Click the Cloud-saving mode switch in the Welcome back pop-up window.
Then click Close to turn off Cloud-saving mode for the organization.
Then click Close to turn off Cloud-saving mode for the organization.
• A banner displays when NCC is in Cloud-saving mode.
Click the You could change mode here link in the NCC banner.
Click the Cloud-saving mode switch in the Cloud-saving mode pop-up window.
Then click Close to turn off Cloud-saving mode for the organization.
Click the You could change mode here link in the NCC banner.
Click the Cloud-saving mode switch in the Cloud-saving mode pop-up window.
Then click Close to turn off Cloud-saving mode for the organization.
I want to place my Nebula Device on the right location on Google maps.
If your Nebula Device has a public IPv4 address, Google Maps can use Geo IP to approximatively locate your Nebula Device. If your Nebula Device has an IPv6 address or a private IPv4 address or you want locate the Nebula Device more exactly, use one of the following methods.
• Select Use the following address or coordinates to enter the complete address or coordinates of the Nebula Device in Firewall / Security gateway / Switches / Access points > Monitor > Firewall: details: Map: Position device.
• Select Get my location from web browser to use the public IP address of the computer accessing the NCC portal.
• Drag-and-drop your Nebula Device directly on the Google map.
I cannot set up Secure WiFi in NCC.
• Make sure the Nebula Security Firewall and Nebula Access Point are in the same NCC site.
• Make sure a Secure WiFi license is assigned to the Nebula Security Firewall.
• Make sure to configure the Remote AP Setting of each Remote Access Point before booting up the Remote Access Point in the remote site. See Access point > Monitor > Access points: Details.
• The maximum number of Remote Access Points depends on the Nebula Security Firewall.
capacity | usg flex 50 / USG20-VPN / USG20W-VPN | usg flex 100 / usg flex 100w / atp100 / atp100w | usg flex 200 / ATP200 | usg flex 500 / ATP500 | ATP700 | usg flex 700 / ATP800 |
|---|---|---|---|---|---|---|
Maximum IPSec Tunnel | 10 | 40 | 90 | 250 | 450 | 450 |
Maximum Remote AP | No support | 6 | 10 | 18 | 66 | 130 |
The mesh extender does not appear online on Status in Access point > Monitor > Access points.
• Click Reconnect in Access point > Monitor > Access points: Uplink AP to re-establish connection.
• Make sure your Nebula Device supports smart mesh. To view the list of Nebula Devices that support smart mesh, go to Help > Device function table.
After adding a mesh extender to a site, the mesh extender cannot connect to a mesh controller.
• Make sure you enable AP Smart Mesh in Access Point > Configure > AP & port settings. See AP & Port Settings for more information.
For more information about smart mesh, see Nebula Smart Mesh.The mesh extender does not broadcast the mesh controller SSID.
• Make sure you enable Downlink in Access point > Monitor > Access points: Details. See Access Point Details for more information.
None of the Nebula Device LEDs turn on.
• Make sure that you have the power cord connected to the Nebula Device and plugged in to an appropriate power source. Make sure you have the Nebula Device turned on.
• Check all cable connections. See the related Quick Start Guide.
• If the LEDs still do not turn on, you may have a hardware problem. In this case, you should contact your local customer support.
The Nebula Device PWR LED is red.
• The Nebula Device has a power-related error. Disconnect and reconnect the power cord. Make sure that you are using the included power cord for the Nebula Device and it is plugged into an appropriate power source. See the related Quick Start Guide.
• If the LED is still red, you may have a hardware problem. In this case, you should contact your local customer support.
Getting More Troubleshooting Help
Go to support.zyxel.com at the Zyxel website for other technical information on the NCC.
NCC Live Chat
Clicking the Ask Question button at the bottom of NCC window prompts you to search for a solution on the Zyxel forum, and then connects you to a Zyxel technical support agent. If a technical support agent is not available, you can fill in a form to send your question to Zyxel by email.
This is an NCC Professional Pack feature.Live chat might be limited to a certain number of hours per day. The time that live chat is available varies depending on your country.