Switch XGS1930-52HP Cloud view

kellyjjones1
kellyjjones1 Posts: 3  Freshman Member
First Comment
edited December 24 in Switch

I have a XGS1930-52HP that has firmware V4.70(ABHV.9) | 11/04/2024 and is connected to the cloud. The ports that are active on the device are connected and active. But the Cloud connection does not show any ports and is not taking remote commands (Reboot) I have not found any trouble shooting other than I have to log in frequently to keep it active.

All Replies

  • Zyxel_Kay
    Zyxel_Kay Posts: 1,210  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security

    Hi @kellyjjones1

    Could you please share a screenshot of the issue you're encountering? This will help us better understand the situation.

    Additionally, kindly enable Zyxel Support access on your Nebula organization and share your organization and site name with us. This will allow us to directly investigate the issue for you.

    Looking forward to your response!

    Kay

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  • kellyjjones1
    kellyjjones1 Posts: 3  Freshman Member
    First Comment
    edited December 24

    Adding a little context to the post. From the time I posted the message to now. I did a factory reset to see if this would solve the issue. But this did not help the situation at all and now the Cloud Control Status will not change over to connected.

    Device Info.JPG
    Ports.JPG

  • Zyxel_Kay
    Zyxel_Kay Posts: 1,210  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - WLAN Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security

    Hi @kellyjjones1

    We need your assistance with the following tasks to help us address the issue efficiently. Could you please assist to do the following? It would be helpful if you could provide additional information

    1. Kindly help to collect the tech support files, as they will help us analyze and troubleshoot the issue more effectively. Here is a guidance article to collect switch tech support files:
      [Switch] How to collect the Tech-support Info on V4.70 firmware version and older? — Zyxel Community
    2. Kindly enable Zyxel Support access on your Nebula organization and share your organization and site name with us. This will allow our team to securely access your settings and provide more precise assistance in resolving the issue. You may refer to the post here:
      [Nebula] How to turn on Zyxel Support Access? — Zyxel Community

    Kay

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