Stuck at register device step

khacduyst · July 2018

Hi, i'm stuck at device register step on initial setup wizard. It's keep saying that my device is not register but in my portal it is

Image: https://us.v-cdn.net/6029482/uploads/editor/10/9h773f42hffb.png

i contacted support but have no answer. Please help me ASAP

Zyxel_Stanley · July 2018

Hi @khacduyst ,
In the initial wizard you need to setup your Internet connection first.
Please make sure your connection type(Ethernet/PPPoE/PPTP). And connecting the physical cable to correct port.

Image: https://us.v-cdn.net/6029482/uploads/editor/hb/exwam8xob6gg.jpg

Then there is a connection test button to make sure your internet connection is “OK” or “Fail”.
After confirmed connection is working, then click Next button continue the wizard to step#3(Register Device).

In Step#3, there is a refresh button to sync registration status with MZC server.

Image: https://us.v-cdn.net/6029482/uploads/editor/1h/xyx6r47y0srg.jpg

After synced successfully, you will got the registration status is Registered.

khacduyst · July 2018

Hi, thank for your reply.

Yes, i did all those steps properly. I can connect to the internet from client via router ( which means internet work properly).

#1 : internet connection test is OK. I can plug another computer to this router LAN port and access internet normally.

Image: https://us.v-cdn.net/6029482/uploads/editor/9b/xxhyqbsvf4qs.png

#2 : i clicked refresh button thousand times but it the status always Not Registered

Image: https://us.v-cdn.net/6029482/uploads/editor/k7/am1tnms9om0t.png

#3 : If i clicked register button, here what i can see ( i logged into zyxel portal before click ). Is this means register went through?

Image: https://us.v-cdn.net/6029482/uploads/editor/lx/dpidh8tcegix.png

#4 : And i can't go next, this dialog blocked me at this step

Image: https://us.v-cdn.net/6029482/uploads/editor/ml/rfygccpo9zsn.png

Zyxel_Stanley · July 2018

Hi @khacduyst

We noticed that your device token mismatched with server side due to some unknown reason, the reason could be network connectivity issue or something else.

Usually this symptom will disappear after rebooting your device.

Now your device is back to normal, you may check on it.

Zyxel_Stanley · July 2018