Nebula Cloud Service Incident 2024-05-14 06:00 - 05-16 10:50 (UTC+0)

Dear Nebula Users,

The system had some issues due to an incident.

Issue Started from:
2024-05-14 06:00 (UTC+0)

Resolved:

2024-05-16 10:50 (UTC+0)

Issue Symptom & Risk:

1. Partially users cannot access to "nebula.zyxel.com". The browser's error message shows "The website cannot be reached Check for a typo in nebula.zyxel.com. DNS_PROBE_FINISHED_NXDOMAIN".
2. Partially users cannot use Nebula APP. The APP shows "URLSessionTask failed with error: A server with the specified hostname could not be found".

Workaround:

You can change your DNS server to google DNS to reslove domian and access "nebula.zyxel.com".

For the Windows PC, please reference this video.

For the mobile phones, if you're Android, please reference this post to change the DNS server to "dns.google".  https://www.androidpolice.com/use-preferred-dns-server-android-tutorial/#:~:text=Here%27s%20how%3A%201%20Open%20the%20Settings%20app%20on,example%2C%20dns.google%20%29.%206%20Tap%20Save%20.%20Close

For Iphone, please reference this post. https://appleinsider.com/articles/18/04/22/how-to-change-the-dns-server-used-by-your-iphone-and-ipad

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

If you observe 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