Nebula Cloud Service Incident 2023-07-18, 09:17~11:46 (UTC+0)

Zyxel_CSO

Dear Nebula Users,

The system has been temporarily unavailable due to an outage incident.

Issue Started from:
2023-07-18 09:17 (UTC+0)

Resolved:
2023-07-18 11:46 (UTC+0)

Issue Symptom & Risk:
1. NCC web pages are unable to load information

2. NCC is unable to provision or update network settings to Nebula devices.

3. NSG online event is not working

4. Changing Access Point's hostname on NCC won't be applied to the device.

Note: This incident does not affect Nebula devices and their local network services if there is no any configuration change.

If you observed any issues that do not match the symptoms & risks mentioned above, please contact @Zyxel_CSO

We apologize for any inconvenience this has caused.
Zyxel Nebula Support

Pook

Any ETA on a fix?

ItMerc

Looks like the service is available again.

Zyxel_CSO

Hi @Pook

We are currently in the process of fixing it. Once a resolution time is determined, we will update our post. Thank you.

Zyxel_CSO

Dear Nebula Users,

The Nebula issues have already been resolved. Thanks.

Pook

Can we get any info on what caused the issue?

Zyxel_CSO

https://community.zyxel.com/en/discussion/comment/54864#Comment_54864

Hi @Pook

Thank you for your inquiry. We are currently working on clarifying the matter internally. Once there is further progress, we will provide you with an update. Thank you!

Zyxel_CSO

Dear @Pook and other Nebula users,

The root cause is that the function AP hostname config cause the server busy. We temporarily disable this function, changing Access Point's hostname on NCC won't be applied to the device, and is under fixing. We will update you once this issue is fixed or any further information.

Zulgrib

Could Zyxel consider to have an on-prem version for end customers and MSP to install to avoid "busy servers"?

Zyxel_CSO

Dear Nebula Users,

Issue "Changing Access Point's hostname on NCC won't be applied to the device." has been fixed.