Add an NR5101 to Nebula

Dibe

Hi,

We try to add an NR5101 to our nebula account, but we get this message "Device not found".

We try from the Nebula APP and web site.

On the managment page of the NR51101 only the last step is missing.

Thanks for your help.

Zyxel_Judy

Hi @Dibe ,

Could you share the MAC address and serial number via private message (click on my account > Message) for us to check?

Dibe

https://community.zyxel.com/en/discussion/comment/76217#Comment_76217

Hi, the message is sent :)

Zyxel_Judy

Hi @Dibe ,

After checking your NR5101's MAC address, we assume your device is a non-Nebula version. However, you upgrade to the Nebula NR5101 firmware.

To quickly verify and confirm whether it's a Nebula version, please check the sticker on the device or package box for the Nebula QR code.

Dibe

https://community.zyxel.com/en/discussion/comment/76274#Comment_76274

Hi,

I don't understand why it's impossible to connect this device to Nebula. Is there a significant hardware difference between the two products that would prevent compatibility?

As a reseller, we have purchased this router in 2024 for many customers, and nowhere was it mentioned that this particular router does not connect to Nebula. This oversight is causing significant issues for our customers and our business.

Where can we find more information or support regarding this issue? Your prompt assistance is greatly appreciated.

Thank you.

Zyxel_Judy

Hi @Dibe ,

There are two versions of the NR5101: the Nebula NR5101 and the non-Nebula (generic) NR5101. The differences lie in hardware compatibility with Nebula and production positioning.
Users can identify the version by checking the device or package box for a Nebula sticker.