Nebula Monitoring Mode Issues | Post Signature Firmware Fix

George_Ward

Recently recovered a UFG FLEX 500 that was affected by the signature issues. When the issue arose, the device was showing as offline constantly in Nebula (other affected devices would periodically go online & offline). However, since the firmware patch was applied, the device still showed as offline. So, I went to the Nebula settings on the unit, and it was showing as Monitoring Mode not setup (this is not consistant with other devices that were recovered, that worked fine afterwards and kept their Monitoring Settings).

I re-entered the Monitoring ID, clicked apply and upon a page refresh, it goes back to being not configured at all. So it seems that since the firmware patch, its not holding onto changes to this setting.

Is this a known issue?

Zyxel_Melen

Hi @George_Ward,

In our FAQ, we mentioned backing up your configuration first.

Have you used Nebula's backup & Restore function to back up your configuration? If yes, please restore the configuration. If you encounter any problems when restoring the configuration, please do not hesitate to reach out to our support team at cso_security@zyxel.com.tw or leave the detail comment here with your region(country), model information (S/N) and contact info. We'd like to have contact with you to assist and resolve the issue caused by the signature incident.

Thank you for your understanding and continued support.

George_Ward

Hi Melen,

Yes I'm aware of the FAQ and we followed the instructions to the letter, restoring the startup-config-back as instructed (we have a copy of the config from the 24/01/25 but didn't use it for the restore) and we did the same with other devices affected, this is the only device that will now no longer re-connect to Nebula Monitoring Mode since the problem appeared.

Would something as simple as a reboot fix this? Below is screenshot of what I'm seeing.

Zyxel_Judy

Hi @George_Ward ,

If your USG FLEX 500 remains offline in Nebula after following the recovery steps, we'd like to help diagnose the issue. Please:

• Enable Zyxel support.
• Share your Nebula organization/site name either here or via private message (accessible through my account > Message)
  
• Select your preferred time slot between 01:00 - 09:00 UTC+0 for a remote troubleshooting session via TeamViewer/Anydesk and let us know the ID and password.