This organization is using the Base Pack version of Nebula

aalfano_sirm

I see this text when i'm login on Nebula portal, the problem occur when a new device has inserted in portal but is currently out of network, so the license is not yet started (expired 1 month trial, 1 year license not started), but this situation locks all my devices on Nebula, i think that is absurd that a device with problem on connection locks all other ones!

Zyxel_Melen

Hi @aalfano_sirm,

Welcome to Zyxel community!

May I know what you mean about "this situation locks all my devices on Nebula"?
Do you mean the license cannot activate that lock on all your devices?

I would like to mention to you that Nebula Control Center requires each device in your organization to have at least one Pro/Plus license and then upgrade to Pro/Plus Pack organization. 

So if there has one device in your organization that lacks Pro/Plus license, your organization will become a base pack organization and the licenses won't start counting.

If you want to activate your license or upgrade to Pro/Plus pack organization, you can purchase one more license and assign it to that device.

aalfano_sirm

we have pro pack active an all devices registered, unfortunately one of them show as no active because is offline from when first entered in nebula, this seems that cause license downgrade for all others can you check ?

Zyxel_Melen

Hi @aalfano_sirm,

Sorry for the late reply.
Could you enable Zyxel support access and tell me your organization name for me to check?
Please go to Help > Support Request > Zyxel support access to enable.

aalfano_sirm

sorry for delay, "invite zyxel" activate right now, organization name "Sirm Italia", thanks!

Zyxel_Melen

Hi @aalfano_sirm,

The reason your organization is base pack org is that the USG FLEX 200 in site "Argo - Gaia Blu" lack of Nebula Pro pack license.
You may go to License & Inventory > Overview to purchase.


Hope it helps.

aalfano_sirm

sorry but is not clear to me, my company bought 2 USG FLEX 200 with 1 year license for each one, why one of them have the one year license active on 2022-07-07 (Argo - Eco One) and the other one activated on 2022-07-29 (Argo - Gaia Blu) does not have ?

Zyxel_Melen

Hi @aalfano_sirm,

It is because the USG FLEX in Argo - Gaia Blu does not have a 1-year license.
The part number of it is USGFLEX200-EU0101F which only has a 1-month trial.
If you are sure what you purchased is the USG FLEX with a 1-year license, please contact your reseller to solve this problem.

aalfano_sirm

we contact our reseller to obtain a UTM Security Pack License that i've applied on device, but i notice that professional pack license continue to be expired for all our devices, i think that this is totally absurd because there are devices on that i need to use professional pack features and devices on that i don't need to use professional pack features, all our customers can have different requirements

Zyxel_Melen

Hi @aalfano_sirm,

Because the Nebula Pro organization needs all devices of your organization to have assigned at least one Pro license, I suggest you could separate the sites to different organizations to provide suitable service for your customers.
In order to move the current sites to a new organization, you could use the MSP Cross-Org site clone with device movement to finish your work.
Also, we can provide 1 month MSP trial for you to do this process and test the other MSP functions. Please PM me if you need it.