USG Flex 200 -- Help - Deferred UTM License

cj12345

Help

Setup my first USG Flex 200 last week……

Guides were semi-helpful….not a very intuitive product but I still got through the setup.

While struggling with the setup, I learned that the Gold Pack does not include UTM.

On Thursday 4/3/25 - Purchased a UTM license via Zyxel marketplace.

Zyxel was able to take my money ok…..however the license for the device shows deferred — nothing I can do will seem to fix this……I have submitted two messages about this via the Zyxel Marketplace portal — no answer — no response.

I have found others that have a similar issue….but no resolution on how to sort this out…..except that they submit a community ticket and maybe someone will notice.

I would love to find a simple way to sort this…..however I am unable to find a phone number or even a chat window that will allow me to communicate with a human.

Also — for the future, do I need both Gold and UTM — or is their some other solution?

Wouldn't it just make sense to offer a product that just includes all of the features — and if you want a feature update — pay for it?

Help

Zyxel_Melen

Hi @cj12345,

This is because your device is still consuming the trial and bundle GSP license. Therefore, your UTM license is now deferred. It will start consuming the UTM license after the GSP license ends.

In addition, the GSP license provides more security services than the UTM license, like Reputation Filter, sandboxing, etc. To have full security, you just need the GSP license.

Green dot means Applicable on cloud mode

Orange dot means Applicable on premises mode

USG FLEX 500 | USG FLEX Firewall - License & Spec | Zyxel Networks > need license only tab

cj12345

I am looking to activate GEO IP - I purchased the second UTM license because I was trying to activate GEO IP.

Your information on the user interfaces and how to setup the routers is way out of date……..

I finally found the GEO IP — it is under Configuration—> Object→ Address/Geo IP

How to I cancel or exit out of the UTM license?

cj12345

Checking on this one…..situation: so I have the device with the "Gold" license.

I purchased a "UTM" license….because one of your sites showed that Geo IP was only available if I had UTM.

This extra purchase occurred because, I was unable to find any "guides" that match the menus and wording on the USG Flex product.

As you can see from the screenshot above, I have a Trial Gold….that will be superseded by a one year "Gold" license and then the UTM will take over…….

I need a way to administrate and remove the UTM license from this device……do you have a method for me to upgrade the purchased UTM to the gold?

*************** my experience with Zyxel is below

Purchasing the product was easy……you took the money no problem.

Support and Guides that match the product menu is non-existant

Support after you have spent additional money for extra unneeded licenses is non-existant (I have two messages in with your sales portal — neither have been answered after almost a week.

Device config —> After about 8 hours of fighting with this device…..I finally have a working SSL VPN and GEO IP blocking. I still am unable to create a rule to block someone that accesses the network via the SSL VPN from accessing the admin of the device…….of course it took me hours to stumble upon learning that the ability to create this type of rule is not supported by the device…….

—> I have a few suggestions that would help you stay in business a bit longer:

1. Create some additional wizards…….yes a VPN wizard is available, but it only works if you want to run a full tunnel (not what I was looking for)…..
2. Figure out a method to clear out all of the product data and guides that do not match the product (or keep your original menu structure intact and ADD new menu items within the structure)
3. Hire someone to answer the phone or a live chat window.

If you do each of the three items listed above, you will have happy customers that will buy additional products and refer other folks to use your products……..unfortunately, I purchased this product after reading a good number of blogs and reviews…….it is obvious now that none of these folks have ever tried to configure the product (outside of the existing wizards)………I am fairly experienced in this space……if you are looking for a CEO that is technical to lead your group into a different future — please give me a ring.

Zyxel_Melen

Hi @cj12345,

I apologize for the delayed reply; I was confirming some details.

We're sorry you spent more time than expected on the license issue and configuration.
It's unable to upgrade the UTM license to Gold Security Pack(GSP) since it's a different license. But we can help you to refund the UTM license; please let us know if you want a refund.

To provide better service and guidance to our customers, can you share:

1. Could you let me know if you got a reply from our agent? Our agent replied to you on 4/7, but we still haven't heard a response from you for a few days. Or please let us know the ticket number or platform on which you tried to reach us.
2. Where did you see the license about our site with GeoIP and UTM license? Can you share the screenshot or URL with us? So, we can update the incorrect info.
3. Can you tell us which document and chapter you've read for SSL VPN setting? Please share your target of SSL VPN configuration with us. Then we can help to let our product team know this requirement.
4. I think you're in U.S. We do provide phone support in U.S. For more details, please reference this link.

 

We appreciate your concern about our service and business.. Zyxel provides phone service and live chat to help with any issues with our products in your local area.

We would like to hear your feedback from a reasonably experienced man.

cj12345

Refund would be good….that way I can continue with the Gold license…..photo of the messages that I sent with no reply is attached.

I sent messages via the same portal where the product was purchased: <https://marketplace.zyxel.com/>

Your other questions listed below: I would have to do a google search again for this information……it was over 9 days ago…..

It is fairly easy to find — google what you are trying to do and then try to match that up with the menu that is displayed…..I was never able to find a good guide that matched.

1. Where did you see the license about our site with GeoIP and UTM license? Can you share the screenshot or URL with us? So, we can update the incorrect info.
2. Can you tell us which document and chapter you've read for SSL VPN setting? Please share your target of SSL VPN configuration with us. Then we can help to let our product team know this requirement.

Chris