New Access point NWA1123ACv3 or NWA1123-AC PRO not connecting to NCC

Joos · June 2022

We added a new AP (NWA1123ACv3 or NWA1123-AC PRO) in our site that already has 3 of them (3 x NWA1123ACv3).
The AP is connecting to internet but doesn't update with our configuration. It is blinking orange / green (1s each).
What can I do ?

Zyxel_HsinBo · June 2022

Hi, @Joos

Thanks for consulting Nebula Support!

The LED of the AP blinks orange/green alternately means it is booting or connecting with Nebula.

Could you kindly help us to check whether the 3 devices that you just added are all online in Nebula (With a green icon)?

If the LED keeps blinking for over 15 minutes and they are still offline,
There may be an issue with connecting with Nebula.

For Nebula services, please help us to check your firewall rule settings with the attached file and set up the DNS settings of your AP with 8.8.8.8 or 8.8.4.4

Image: https://us.v-cdn.net/6029482/uploads/editor/f2/ogammtkn1hyl.jpg

If the symptom still exists after you have done the settings,

Please help us to turn on Zyxel Support Access from the path below and provide us with your Org/Site name,

We would check your site as soon as possible.

PATH: Left Sidebar “Help” >> Support request >> Turn on “Invite Zyxel support as administrator”

Hope the answer would solve your problem.

Have a nice day,

Thank you.

Best Regards,

HsinBo

Joos · June 2022

Hi,
Thank you for your fast response.

Yes the 3 other on this site are online.
The blinking doesn't stop after 24h. If we remove it for some time (10 min) and put it back on the network it appears green for 1min.
We have the dns 8.8.8.8 as our second dns in the firewall.

I activated the zyxel support as administrator.
Org : Productlife Group
Site : TUN - Tunis

Thank you
Joos

Joos · June 2022

The 3 other AP are online since December last year, we want to add a 4th one.

Zyxel_HsinBo · June 2022

Hi, @Joos

We have checked your site topology,

The way that online AP access the Internet is different from the other 2 offline AP,

It seems you use two different Networks to manage them, and one of them could access Nebula normally.

If the AP show offline in Nebula but they could access the Internet,

Could you help us to set the “AP DNS” to 8.8.8.8 as your “first DNS"

(Manual set up or set with your DHCP server setting then re-wired the AP to let it request the IP of the new DHCP setting)

And check whether the port 4335, 6667, and 443 have been blocked or not in your firewall rule.

If the AP even couldn’t access the Internet, there may be an issue even happening in your intranet, please help us to check the connection and setting of your gateway/switch which are connected with the AP.

If the following steps above do not work for your scenario,

Please help us to collect the AP diagnostic file from the path below:

PATH: Login in AP local GUI (AP local IP address, account: admin, password please go Nebula Site-wide >> General settings then you’ll see) >> Left sidebar Maintenance>> Diagnostics >> Collect Now (Wait about 10 minutes until the progress finished, please send us the file via private message my account)

We’ll check the problem as soon as possible.

Thank you.

Best Regards,

HsinBo

New Access point NWA1123ACv3 or NWA1123-AC PRO not connecting to NCC

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