What can I do when the warning message "Connect to myZYXEL.com server has failed" pops out?

Zyxel_James
Zyxel_James Posts: 718  Zyxel Employee
Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate 100 Answers

If you encounter a warning message "Connect to myZYXEL.com server has failed" when clicking on Service License Refresh, it could be a misconfiguration on DNS settings resulting in failure to resolve portal.myzyxel.com which is used for this service.

-30036 error number.png

You will see the related logs like below if the device cannot communicate with myZyxel.com server.

connection fail logs.png

Solution:

You might need to set up a DNS forwarder to make your firewall to be able to resolve the domain names.

Go to Configuration > System > DNS, and add a new domain zone forwarder. Entering * to the domain zone field, select the Public DNS server field, and input 8.8.8.8.

domain zone forwader 8.8.8.8.png