SecuReporter is often unreachable over the weekends from all across Europe

Zyxel_USG_User

SecuReporter cannot be reached over the weekends from all across Europe.

The internet connections are good from where the access over the weekend is tried.

Same machines, same configurations which can instantly access the SecuReporter servers cannot connect over the weekend. Accessing other infrastructure in the Asia area is good- but no access to the SecuReporter portal.

It may be ressources problems on the devices serving SecuReporter? because out of 20 tries in one hour from different devices, one will eventually succeed.

SecuReporter is used in our case for the aggregated insights over an extended period of time when one does not have secure syslogging possible: adp, and wishful thinking is to view also the remote connections logged. We have not discovered the logging for these. Given the latest developments, it is helpful to be able to look at historical data of VPN connections, whether successful or not, with all the necessary details as date+timestamp, username, from where.

For a professional solution, we need access to the tools provided as SecuReporter.

Zyxel_Judy

Hi @Zyxel_USG_User ,

Do you mean you currently access SecuReporter in Europe (on Monday)?

If you're still experiencing connection issues to SecuReporter this weekend, please provide:

1. Screenshots showing the error when SecuReporter is unreachable
2. The firewall's diagnostic file

This will help us investigate and identify the root cause.

Zyxel_USG_User

Weekends = Saturdays and Sundays.

Valid and good point - is the firewall data going through to SecuReporter, and/or portal login is possible.

The firewall data is constantly sent to SecuReporter and aggregated, that has not been a problem yet.

Hypothesis- the problem may be the login portal, which cannot deal with an increased login and usage demand over Saturdays and Sundays?

I use the same infrastructure on weekends as during the week: same internet connections, same machines, same browsers, same configurations.

Logging to SecuReporter during workdays = OK

Logging to SecuReporter during weekends = Saturdays, Sundays = NOT OK mostly, rarely can log in after many attempts. Same error message over and over again.

When I try to log in to the SecuReporter portal, it shows a message that the request has not succeeded and something like "try later". Next weekend, I will take a screenshot when this is happening and post it here.

Zyxel_Judy

Hi @Zyxel_USG_User ,

Thank you for your detail information.

Next weekend, I will take a screenshot when this is happening and post it here.

During this weekend, please provide:

1. Screenshots of the error messages when you cannot access SecuReporter
2. The firewall's diagnostic file captured immediately when the access issue occurs

Zyxel_USG_User

Firewall data → SecuReporter portal is constantly OK also over the weekends

Me trying to log into the SecuReporter portal is NOK over the weekends. Whenever I can log into SecuReporter, the data is there also for the weekend time when I could not log into the web portal.

Please explain to me- why would I need to send a firewall diagnostic file and what should be in there relevant for not reaching a portal continuously aggregating the data of the firewall?

If in the log there is data confirming a good permanent connection to SecuReporter, I can understand the request.

Zyxel_Judy

Hi @Zyxel_USG_User ,

Since we have not received any login issues reported by other users accessing the SecuReport portal during weekends, we believe this problem may be specific to your site. So, we are waiting for your failure login screenshot to investigate further.

Regarding the diagnostic file: you mentioned that "The firewall data is constantly sent to SecuReporter and aggregated, that has not been a problem yet". This indicates the problem is limited to the login portal and not related to data transmission between the firewall and SecuReport. Therefore, we won't need the diagnostic file. We apologize for the misunderstanding.

Zyxel_USG_User

So, here is the weekend, here it happens again. This is another behaviour observed, as the other one is pretty direct and gives out an error message. This is the alternative version, where I get logged in elsewhere.

As usual, go to the SecuReporter portal to log in there. After username, password, 2FA, i get redirected to my user profile- instead of opening the SecuReporter website. Funnily enough, now I can browse to the different categories and when I click login on the specific portal, it parses / passes the correct credentials and I am logged in. I can go to myZyxel and get logged in, I can go to Community and get there logged in . Except for SecuReporter, where I get this error now:

That is all what it shows, when it comes to that. No setting is changed, nor login procedure or location, between weekends and work days. Work days- it works, weekends it does not. My assumption is therefore that on the weekend more SME people access the portal to see what is happening, what during the business work days they do not have time to?

Zyxel_USG_User

So, after repeating the procedure a dozen times in about 0.5 hrs time, I finally got one successful connection to SecuReporter out of 11-ish tries. Sometimes I get the 500 error immediately, sometimes I am logged into the zyxel portal and I can browse other redirections as MyZyel or this forum, but not SecuReporter section. Even when I get the 500 error directly, I get the notification mail that I was logged in to the Zyxel services.

Zyxel_USG_User

When I try to log in into SecuReporter but land elsewhere, I am shown my login data / user profile. Then, I can select other redirections from the dots up right:

All redirections work, except SecuReport on weekends. I tried the same procedure in working days- login to the zyxel main portal, where my devices are registered for example. From there, clicking SecuReporter works, as the other links / redirections. On weekends, I rarely can access directly SecuReporter, even if mail notifications tell me that somebody from my IP has logged in- that being me.

Zyxel_USG_User

As now I managed to have a connection to SecuReporter, the displaying of the data in many fields is severely delayed. Just after pressing refresh, the fields are displayed. Same machine, same browser, same connection- these things do not happen during the working week.

Zyxel_USG_User

At it again, on Saturday. start the login process on SecuReporter. Username+password+2FA passed, I get the notification immediately on the smartphone via email that a log in has occured.

That means for me that there is definitely not a problem with the FTTH internet connection with business account at any time.

Whilst I hear the ring for the incoming mail and look at it, the browser still loading until it time-outs with the 500 error. Sometimes it redirects me to the main zyxel portal, sometimes not. When I press refresh, I am taken to the main zyxel portal. Either I am logged in and it shows me the devices etc, or if I press login, it logs me in with the cached attributes.

Either way, when I click on the dots matrix, I am taken wherever I want and either logged in automatically, or by pressing log in and all is done in the background and the specific app is loaded. Anything, but SecuReporter. For me it seems that there are too many requests passed through to the infrastructure dealing with SecuReporter, which does not have enough resources to deal with over the weekend. Or, the weekend scriptkiddies flood the infrastructures over the weekend more intensely? You know best. Whatever it is, please fix it.

We cannot rely on a firewall infrastructure where a part of the puzzle is reachable or not depending on the weekdays.