USG-20 with Flex 50 software: issue locked out

TedB

Support sent a link to use Console with either Putty or Tera. However, the instruction page is incomplete.

I got to the Putty Black Screen but nothing happened, meaning, no console login.

How the lockout happened: lost GUI connection and whammo.

Any help, have not had feedback from phone call to support.

Zyxel_Jeff

Hi @TedB

(1). Could you provide some screenshots to describe your problem? It's easier to let understand your situation.

(2). Regarding this message "Support sent a link to use Console with either Putty or Tera. However, the instruction page is incomplete.", could you provide the instruction page for us?

Thanks.

TedB

Hi Jeff,

Thanks for responding. Alfredo had sent me a link to a solution page that outlined steps but they were incomplete. A reference was made for Console Cables and a link to another page that indicated either Tera or Putty would be required.

I set up the cable and initiated both but chose Putty. The CLI screen, black, appeared. There were no instructions on how to proceed from that point. Nothing shows up in the black screen area.

I called Calif and a tech person refused to help me to remote in for checking my problem. I then called the front office and complained, but nobody called back.

Here is the initial link: https://support.zyxel.eu/hc/en-us/articles/360012744371-What-can-I-do-if-I-forgot-my-USG-FLEX-ATP-VPN-password-or-cannot-access-it-anymore-#two

Note: I finally gave up trying to do anything. I did not want to do a reset and start over, but I took the bull by the horns and spent a long time getting back to normal.

I am not a firewall specialist and now 78 yrs old, so the task was daunting.

Zyxel_Jeff

Hi @TedB

Thank you for your update and feedback. Could you please verify if your current serial port speed is set to 11520? You can check this by referring to the screenshots of Tera Term provided below.

If so, you shall access the device by the console terminal software Tera Term or Putty. Thanks.