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How can I set Nebula devices back to standalone/on-premise/local mode?
If you are looking for a way to change the Access point, switch, or firewall from cloud mode to standalone/on-premise/local mode, please refer to the following post. However, if a device is already unplugged from the internet and placed in another location before doing Remove from organization from your Nebula…
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Need support from representative/Live support
If you would like to contact a Zyxel HQ support agent in Taiwan for immediate help, you may follow step 1 in the post. Please note that HQ support agents are available between the following times on weekdays. 01:00 - 04:00 (UTC+0) 05:00 - 09:00 (UTC+0) If you encounter any other issues, please help create a post here and…
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Is it possible to get a new trial of the Nebula Pro pack?
Zyxel does not offer a second trial of the Nebula Pro Pack once the initial trial has expired for a specific organization. If you've previously used a trial and it has expired in your organization, you generally need to purchase a subscription to continue using the Pro Pack features. However, if you've major requests for…
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How to do when previous admin left the company and have no accounts to control the org/site?
When you encounter such an issue, please help create a post here and tag @Zyxel_CSO , or create a ticket directly to reach us. Pleae describe your issue and provide your old owner account email and Organization name while contacting us.
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Why I cannot download the cloud authentication template?
This is more likely your PC has some restrict that cause you cannot download the template. Please check: If your PC is added to the AD domain, please check with your IT if the group policy restricts downloading files. If your PC installed the anti-virus software, please check if it restricts or deletes the template by…
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Is the cloud authentication template download link broken?
Please check: If your PC is added to the AD domain, please check with your IT if the group policy restricts downloading files. You may also use another PC, which doesn’t be added to the AD domain, to try downloading the template. If your PC installed the anti-virus software, please check if it restricts or deletes the…
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Why does the browser show "You are a robot" when I login to Nebula?
This is because we use reCAPTCHA Enterprise to analyze the behavior of a human or a bot in the background when the user logs in to Nebula. We only display the reCAPTCHA result. Here are some suggestions for anyone who encounters this issue. The recommended browsers are Chrome, Edge, Firefox, and Safari. The browser version…
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Can I switch back to standalone mode from Nebula and retain my configuration?
While you can switch back to standalone mode, your Nebula configurations won't be retained. When switching from Nebula to standalone mode, the devices will revert to factory default settings.
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Is my current AP configuration preserved when switching from standalone mode to Nebula?
No, your existing standalone configuration is not automatically transferred to Nebula. You'll need to reconfigure your APs within the Nebula platform. However, you can pre-configure the APs in Nebula, and these settings will be applied instantly when you register the devices.
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How to contact live chat agency on Nebula?
Nebula Live Chat provides prompt responses and support for users. To contact agency support through Nebula Live Chat, please ensure: Your organization has a Pro pack subscription. You're contacting support during the designated hours: 01:00-09:00 UTC+0. Please click the chat icon on the bottom right of the NCC portal.
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How do I renew/purchase/buy licenses?
There are two ways. For Auto-Renewal, go to License Store >Device Licenses and click the AUTO-RENEWAL button on the far right. For Standard licenses, go to License Store > Device Licenses, select a device, then click Go to License Selection. For more details about renewing license(s) in Marketplace, please check the link.…
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Where do I access the NCC user manual?
If you are looking for an NCC User Guide, please check the link below to download the manual. If you encounter any other issues, please help create a post here and tag @Zyxel_CSO , or create a ticket directly to reach us.
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What will happen if you do not want to renew license(s)?
If you do not renew your license(s), such as Plus/Professional pack, 2-in-1, CNP, or Gold security pack, your Nebula device(s) will still function, but you will lose access to all features required specific license. Features with a diamond icon required a license. For example, if you have a Professional pack license and…
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How to renew the expired licenses on NCC?
Renewing an expired license on the Nebula Control Center (NCC) is a straightforward process that involves purchasing a new license. Direct renewal of an expired license is not possible; instead, a new license must be acquired and registered to the devices to ensure continued services. Anyone looking for license renewal,…
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Where to find the list of Zyxel device models?
Please click the following links by device type. If you encounter any other issues, please help create a post here and tag @Zyxel_CSO , or create a ticket directly to reach us.
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How to find X-ZyxelNebula-API-Key when using Nebula OpenAPI?
Users who are interested in Nebula OpenAPI, please refer to the post. Once you meet the requirements, please find your local support or create a ticket for us. The key will be provided by Zyxel directly. If you encounter any other issues, please help create a post here and tag @Zyxel_CSO , or create a ticket directly to…
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Download the PDF file for NCC online help!
Please download the file from the attachment for users who are looking for Online help in a PDF file. (The file is based on v18.00) To check later information from online help, please visit the page directly. If you encounter any other issues, please help create a post here and tag @Zyxel_CSO , or create a ticket directly…
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How can users register Nebula devices when they don't want to use Nebula Control Center?
If you are looking forward to registering your device(s) without using Nebula Control Center (NCC), please refer to the post below to register via myzyxel.com If you encounter any other issues, please help create a post here and tag @Zyxel_CSO , or create a ticket directly to reach us.
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What is a failed login activity mail notification?
Failed login activity mail notifications alert you when there is an unsuccessful attempt to log in to the Nebula portal, often due to an incorrect password. To stop / start receiving these notifications: Click on your Account icon. Select Manage account. Go to Notifications. Disable / Enable the Login failure notification…
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How to turn off new login activity mail notifications?
New login activity mail notifications alert you of various login attempts, including successful logins, failed logins, or logins from unusual locations. To stop receiving these notifications: Click on your Account icon. Select Manage account. Go to Notifications. Disable the related options for the types of login…