SCR50AXE and Nebula

Niro96
Niro96 Posts: 56  Ally Member
First Comment Third Anniversary
in Nebula

Hello, since this morning the orange LED on Nebula has been lighting up on our SCR50AXE. This means that it cannot connect to the NCC. It had previously worked for 23 days. Should we just wait and see? Greetings Marcus

Bild 28.12.23 um 11.08.jpeg
IMG_0330.jpeg

All Replies

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,283  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    Hi @Niro96

    Is the client under SCR able to access the internet?
    Does the problem relate to a disconnection between the device and Nebula only?

    Please help to collect the diagnose info on the web GUI
    Click Collect now to collect the Diagnose info

    image.png


    The Download icon will be able to click after collected.

    image.png

    And send us the file in a private message.

    Untitled Image

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!
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  • Niro96
    Niro96 Posts: 56  Ally Member
    First Comment Third Anniversary
    edited December 2023

    Hello, we were still able to use the internet. The only strange thing was that at the same time I received an email from Zyxel, which I had supposedly instructed to delete my cloud account.

    But that wasn't me.


    Restarting the SCR50AXE solved the problem. All lamps are green again and NCC is working. Attached is the log before the restart.
    Greetings Marcus

  • Niro96
    Niro96 Posts: 56  Ally Member
    First Comment Third Anniversary

    Hello,

    The LED on my SCR50AXE lights up yellow again.
    Should I not even send the log file?

    greeting
    Marcus

  • Niro96
    Niro96 Posts: 56  Ally Member
    First Comment Third Anniversary

    Unfortunately I cannot create a LOG file. When I click Collect Now nothing happens. The latest firmware has been installed for 10 days. V1.10(ACGN.2). I can access everything from Nebula, but I can't reach the SCR50 AX.

    Bild 05.02.24 um 17.44.jpeg

  • Zyxel_Jerry
    Zyxel_Jerry Posts: 1,283  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 50 Answers 1000 Comments

    Hi @Niro96

    Could you assist us in arranging remote access to the SCR device?
    For detailed steps on remote access, I'll send you a private message.

    Untitled Image

    Share your feedback through our survey, make your voice heard, and win a WiFi 7 AP!
    https://bit.ly/2024_Survey_Community

  • Niro96
    Niro96 Posts: 56  Ally Member
    First Comment Third Anniversary

    Hello Zyxel_Jerry,

    yes I can. It is OK.

    greeting Marcus

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