Nebula Cloud Service Incident 2023-07-18, 09:17~11:46 (UTC+0)

Zyxel_CSO
Zyxel_CSO Posts: 428  Zyxel Employee
5 Answers First Comment Friend Collector Seventh Anniversary
edited September 2023 in Nebula Status and Incidents

Dear Nebula Users,

The system has been temporarily unavailable due to an outage incident.

Issue Started from:
2023-07-18 09:17 (UTC+0)

Resolved:
2023-07-18 11:46 (UTC+0)

Issue Symptom & Risk:
1. NCC web pages are unable to load information

2. NCC is unable to provision or update network settings to Nebula devices.

3. NSG online event is not working

4. Changing Access Point's hostname on NCC won't be applied to the device.


Note: This incident does not affect Nebula devices and their local network services if there is no any configuration change.

If you observed any issues that do not match the symptoms & risks mentioned above, please contact @Zyxel_CSO

We apologize for any inconvenience this has caused.
Zyxel Nebula Support

Zyxel Nebula Support

Comments

  • Pook
    Pook Posts: 143  Ally Member
    First Comment First Answer Friend Collector Nebula Gratitude

    Any ETA on a fix?

  • ItMerc
    ItMerc Posts: 8
    Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - WLAN Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Nebula

    Looks like the service is available again.

  • Zyxel_CSO
    Zyxel_CSO Posts: 428  Zyxel Employee
    5 Answers First Comment Friend Collector Seventh Anniversary

    Hi @Pook

    We are currently in the process of fixing it. Once a resolution time is determined, we will update our post. Thank you.

    Zyxel Nebula Support

  • Zyxel_CSO
    Zyxel_CSO Posts: 428  Zyxel Employee
    5 Answers First Comment Friend Collector Seventh Anniversary

    Dear Nebula Users,


    The Nebula issues have already been resolved. Thanks.

    Zyxel Nebula Support

  • Pook
    Pook Posts: 143  Ally Member
    First Comment First Answer Friend Collector Nebula Gratitude

    Can we get any info on what caused the issue?

  • Zyxel_CSO
    Zyxel_CSO Posts: 428  Zyxel Employee
    5 Answers First Comment Friend Collector Seventh Anniversary
    https://community.zyxel.com/en/discussion/comment/54864#Comment_54864

    Hi @Pook

    Thank you for your inquiry. We are currently working on clarifying the matter internally. Once there is further progress, we will provide you with an update. Thank you!

    Zyxel Nebula Support

  • Zyxel_CSO
    Zyxel_CSO Posts: 428  Zyxel Employee
    5 Answers First Comment Friend Collector Seventh Anniversary

    Dear @Pook and other Nebula users,

    The root cause is that the function AP hostname config cause the server busy. We temporarily disable this function, changing Access Point's hostname on NCC won't be applied to the device, and is under fixing. We will update you once this issue is fixed or any further information.

    Zyxel Nebula Support

  • Zulgrib
    Zulgrib Posts: 27  Freshman Member
    First Comment Friend Collector Third Anniversary

    Could Zyxel consider to have an on-prem version for end customers and MSP to install to avoid "busy servers"?

  • Zyxel_CSO
    Zyxel_CSO Posts: 428  Zyxel Employee
    5 Answers First Comment Friend Collector Seventh Anniversary

    Dear Nebula Users,

    Issue "Changing Access Point's hostname on NCC won't be applied to the device." has been fixed.

    Zyxel Nebula Support

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