how do i activate a newly purchased license?

Jeff_S_081956

Zyxel_Kay

Hi @Jeff_S_081956

Could you let us know which specific license you’d like to activate?

Here are some helpful guides to activate licenses based on your setup:

• For Nebula cloud mode:
  • How do I activate the Nebula Plus/Pro Pack license? — Zyxel Community
  • How to assign licenses to a device in device tab? — Zyxel Community
• For standalone/on-premises mode:
  • How to register a license in myZyxel.com and link to a device? — Zyxel Community

Jeff_S_081956

Aloha Zyxel_Kay— Thanks for responding, I really need help here! I have 2 NWA55AXE's that I have been using for a year and a half, configured as a wireless bridge. The system stopped working last week, and near as I could tell, the licenses expired. As you will see in the attached file, "Nebula Lic numbers Plus Pack". I renewed both licenses a couple of days ago. Unfortunately, despite repeated power cycling, they are reporting as "offline" and I have been unsuccessful at installing them. I am also administrating these devices remotely—I'm on the other side of Hawaii Island from the installation! The Device ID's and serial numbers and mac Addresses are included in the second file "Nebula Lic renewal Plus Pack". IMPORTANTLY, the device called "StationNWA55AXE" is the pier of the bridge that is actually wired to the router. The second device "HouseNWA55AXE" is the distant pier of the bridge and is only reachable through the "StationNOW55AXE" device. The third file "Ninole Ethernet 2023 shows the configuration as a graphic. I appreciate any help you can provide that will enable me to get this system back online! — Aloha, Andrew (Jeff) Sutton

Ninole Ethernet 2023.pdf

Zyxel_Kay

Hi @Jeff_S_081956

Thank you for providing the detailed information, and aloha!

To clarify, the offline status of your devices is not directly related to the license. Even without a valid license, your devices should still be manageable on Nebula Control Center (NCC). Licenses primarily affect the features available at the organizational level, not basic connectivity.

It seems your issue might be related to the network or internet connection. To assist you further, we kindly ask for the following details:

1. Firmware version: Could you confirm the current firmware version of your devices? Keeping them updated to the latest version is recommended.
2. Internet access: Is there stable internet access at the site? Since the devices are offline on NCC, we need to determine if the issue stems from Nebula or your local network environment.
3. Connection stability: Has the internet connection at the site been stable, or have there been any recent disruptions?
4. Device connections: Is the device "StationNWA55AXE" directly connected to the router? How are your access points powered—via a PoE switch or PoE injector? Are there any indications of link issues on the access point’s uplink?

Additionally, could you enable Zyxel Support Access and share your organization and site name in Nebula? This will allow us to review the device event logs. While the devices are offline and we cannot check their current status remotely, the logs may provide valuable insights into the issue.

Once we have this information, we can determine if the issue is related to the internet connection or the devices themselves.

Jeff_S_081956

Hi Kay—

Thanks much for your response! Since your note last night I also received a message back from Alfredo from Zyxel. (I confess that after not hearing from you all for a couple of days that I submitted as second plea for help, and am guessing that's the one Alfredo responded to.) In response to Alfredo's request, I've invited Zyxel administrative help and have enabled this on my Nebula Cloud account. At this point I am both grateful and hopeful that we can resolve this.I hope it would be OK to contact you again though if our current efforts don't work out. My apologies for any confusion that I created by filing a second help ticket. I will try and be more patient next time! — jeff