Wireless K.O.

Hi, @GainGR

Thanks for consulting Nebula support!

We have received your request.

According to your description, we need to confirm some information.

Here is our understanding of your scenario as below:

1.  Your WAC6103D-I with the latest firmware

2.  AP could boot up and connect to Nebula normally

Issue: AP can’t distribute SSID or stations access SSID failed even after you reboot it for now

If there is anything misunderstanding, please don’t hesitate to correct me.

We consider that there may be an issue of AP system failure or settings misconfiguration that causes the problem you mentioned.

If your AP could boot up normally and connect with Nebula.

Could you kindly help us to turn on your Zyxel Support Access from the below path in your nebula for us to confirm the issue?

PATH: Help (Left sidebar corner) >> Zyxel Support Access

Then please tell us your org&site name, WAC6103D-I mac address (By PM me is fine), and we'll check the problem as soon as possible.

Sorry for bringing you inconvenience.

Thank you.

Best Regards,

HsinBo 

Hi, @GainGR

We have received your E-mail!

After we check your logs of 2022/05/17 from the WAC6103D-I

We found that there are logs showing the uplink port of AP is down constantly, which may cause the disconnection issue.

Since there may be many reasons,

Could you kindly help us to check whether is your AP booting power sufficient or not?

(802.3at PoE or 12V2A power adapter)

And help us to check if the cable is not defective which is connected with your AP and upper device.

If the issue still exists after you have done the check, please leave us a message by updating this post.

Thank you.

Best Regards,

HsinBo

Hi, @GainGR

We have received your request,

May I know that when the AP shows offline in Nebula, could you connect with the SSID that AP distributes and access the local IP address of the AP?

If your AP could still distribute SSID and you can still connect to it in the local network,

Could you kindly help us to collect the diagnostic file by the following steps below?

1.      Find AP local IP

         (If you don’t know the IP address of the AP, please help us to install our PC application

          ZON from the path below for scanning intranet Zyxel devices)

          URL: https://www.zyxel.com/products_services/Zyxel-ONE-Network-Utility-ZON-Utility/

          How to use:

             (1)   PC connects to SSID that AP distributes

             (2)   Open ZON and tap the cogs (Settings) on the right of the bar 

             (3)   Select your Wireless NIC from the option of the network adapter

             (4)   Tap the Clear and rescan button and find the IP address of the AP 

2.      Type in the IP address of the AP in the browser and login into the AP manage page.

         Username/Password is noted at the path (Nebula >> Site-wide >> General Settings >>

         Device Configuration)

3.      Collect the Diagnostics file from the Path

         (Left sidebar >> MAINTENANCE >> Diagnostics >> Collect Now)

4.      Wait about 15-20 minutes for the collecting process, and download the Diag. file and 

         send it to us (E-mail or PM to me is fine)

We would check the system log, and find out the problems as soon as possible.

If your AP doesn't distribute any SSID, and you can’t find the AP appear in the ZON scan table (with the condition that the setting of your network adapter in ZON is selected as the ethernet NIC, and your PC is connected wired in the same subnet with the AP),

Please contact Italy's local support for RMA service:

Zyxel Communications Italy S.r.l.

Tel: + 39 011 3028500

Address: Via Umbria 27/B, 10099 S.M. Torinese (TO) Italia

Email: info@zyxel.it

Sorry for bringing you inconvenience.

Thank you.

Best Regards,

HsinBo