Nebula Cloud Service Incident 2024-05-14 06:00 - 05-16 10:50 (UTC+0)

Zyxel_CSO

Dear Nebula Users,

The system had some issues due to an incident.

Issue Started from:
2024-05-14 06:00 (UTC+0)

Resolved:

2024-05-16 10:50 (UTC+0)

Issue Symptom & Risk:

1. Partially users cannot access to "nebula.zyxel.com". The browser's error message shows "The website cannot be reached Check for a typo in nebula.zyxel.com. DNS_PROBE_FINISHED_NXDOMAIN".
2. Partially users cannot use Nebula APP. The APP shows "URLSessionTask failed with error: A server with the specified hostname could not be found".

Workaround:

You can change your DNS server to google DNS to reslove domian and access "nebula.zyxel.com".

For the Windows PC, please reference this video.

https://www.youtube.com/watch?v=lexmZX9Rlbk

For the mobile phones, if you're Android, please reference this post to change the DNS server to "dns.google".  https://www.androidpolice.com/use-preferred-dns-server-android-tutorial/#:~:text=Here%27s%20how%3A%201%20Open%20the%20Settings%20app%20on,example%2C%20dns.google%20%29.%206%20Tap%20Save%20.%20Close

For Iphone, please reference this post. https://appleinsider.com/articles/18/04/22/how-to-change-the-dns-server-used-by-your-iphone-and-ipad

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

If you observe 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

Zyxel_CSO

Dear Nebula Users, 

The incident has been resolved.

Resolved:

2024-05-16 10:50 (UTC+0)