How do I stop my NWA50AX from rejoining previous owner's Nebula account?

Sten

I bought an NWA50AX from eBay a couple of months ago. I reset it and set it in "standalone mode". I have been using it with no problems since then.

A few hours ago, my AP disappeared and could no longer be seen by any devices. Connecting to the web interface I was informed that:

"Login denied

Note:
This device is managed by Nebula, please use Nebula assigned password
in the Site-wide > Configure > Site settings."

Um… What? My device is in standalone mode. How and why is it connecting to the Nebula network and reverting to the previous owner's Nebula account?

I reset the device and reloaded my configs to get it back on my network. That lasted all of about 30 minutes as I rebooted it to check something and it has once again rejoined the previous owner's Nebula account.

What do I do now? I have a useless device being held hostage and I'm sure if I try another reset, it'll revert again soon after.

Sten

Update.

I had a look through the manual for the NWA50AX to see if there was a way to disable NCC communication. In the manual, it mentioned using the Zyxel ZON utility to toggle NCC discovery.

I have reset the device, disabled NCC discovery using the ZON utility, and reconfigured it with my previous settings.

It's been reconnected to the network, so now it's a case of using it and seeing if that prevents it from being hijacked in future.

Zyxel_Melen

Hi @Sten,

This is because Nebula discovery is on by default, this triggers your AP to connect to Nebula and change to Nebula mode since it is still under previous user's organization.

Here are the methods:

1. Tell the seller to remove this device from org.
   [ATP/FLEX] How to remove the device from the organization completely? — Zyxel Community
2. Use Nebula APP to scan the device's QR code to register to your account and organization on Nebula. You may try Nebula mode or remove it from your organization after this action.
   Why I cannot add my device to Nebula?
3. Reset the device again, and disable Nebula discovery function.
   How to Configure NCC Discovery on a Zyxel AP — Zyxel Community

Hope these helps.

Sten

Hi. I contacted the eBay seller but they informed me that they had purchased the item from Amazon, had opened the package but had never used it, let alone registered the device on Nebula.

With that in mind, when they listed the AP on eBay they posted images of the device, including the AP's label with the QR code and all the details on it. What I think has happened is that a third party has used the details of the listing to register the device and cause mischief.

I notice on this forum that there have been similar incidents in the past and that Zyxel support had to intervene to deregister devices so that the new owner could regain control. I will also need such assistance because there is no possible way for me to discover and contact the person who has surreptitiously hijacked my NWA50AX. ☹️

Zyxel_Melen

Hi @Sten,

Thanks for your update.

Then you can try:

1. Reset the device again, and disable Nebula discovery function.
   How to Configure NCC Discovery on a Zyxel AP — Zyxel Community
2. Use Nebula APP to scan the device's QR code to register to your account and organization on Nebula. You may try Nebula mode or remove it from your organization after this action.
   Why I cannot add my device to Nebula?
   If you keep in Nebula mode, please remember to follow this FAQ to prevent other to overtaken:
   How to safeguard your device ownership from being overridden by another user? — Zyxel Community

Sten

Method 1 does not work. I reset itt, but there is no menu option that corresponds to

Configuration > Network > NCC Discovery

on my NWA50AX.

Method 2 does not work. When I scan the QR code with the Nebula app I get the following message:

This device is locked by device owner. Please contact with administrator or Zyxel support.

Which is why I'm here in the first place!

PeterUK

Return the device to seller there is likely nothing more you can do in the way of proving you are the owner and given the they posted images of the device, including the AP's label with the QR code how does Zyxel know you are the owner? best not to buy 3rd party off eBay.

Unless Zyxel go to the trouble of redoing a system that proves you are the owner to deregister it from all other Nebula previous owner its hard to know who it belongs too.

Thinking about it how would that be done? for one you have the device it then uses your IP so the way it could be done is if the device show a generated code you must enter on Nebula setup to force new owner and deregister from someone else? might work? 

Sten

Update.

I had a look through the manual for the NWA50AX to see if there was a way to disable NCC communication. In the manual, it mentioned using the Zyxel ZON utility to toggle NCC discovery.

I have reset the device, disabled NCC discovery using the ZON utility, and reconfigured it with my previous settings.

It's been reconnected to the network, so now it's a case of using it and seeing if that prevents it from being hijacked in future.

Sandro_ACP

https://community.zyxel.com/en/discussion/comment/78063#Comment_78063

I did a test on this topic and became the owner of a previusly owned AP (Just in case I had the credentials of the other owner but I did not need to use them) using the App, zero problem, just a warning.

Sten

Hmmm, since this thread seems to have been all but forgotten by Zyxel support, I'll mark my reply about using the ZON Utility as the answer and just hope I that I won't have to return here begging for an alternate solution. 🙄