Switch XGS1930-52HP Cloud view
Freshman Member
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
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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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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.
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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
- 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 - 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
0 - 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:
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<Tech support file has been removed by Zyxel agent due to privacy concerns.>
Support link has been activated.0 -
Could you please confirm if any recent configuration changes have been made on your firewall? Additionally, to ensure the switch can connect to Nebula CC without issues, please verify that the MTU size on your firewall or modem is set to at least 1500.
Also, kindly access the switch's local web GUI, set the IP Setup to Static IP (ensuring the chosen IP is not already in use to avoid conflicts), and configure the DNS to 8.8.8.8. Afterward, please check if the issue is resolved.
Let me know how it goes!
Kay
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I will get the static added to the switch itself. I assign Static IP assignments from the firewall so that you know and have 8.8.8.8 as a second DNS. But will promote it to Pref 1. I also have a second switch downstream from this switch that has no issue connecting to Nebula.
Can you send me a link to the current Stable Firmware so I can downgrade to it.
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Based on the current information, your issue is not related to the firmware version but more relevant but rather tied to the network environment. Therefore we need your assistance in providing more information to figure out the root cause of the issue.
We previously tried to ping the switch from another Nebula device in your organization using the IP address mentioned in the tech support file. However, we are now unable to connect to the switch’s original IP address. Could you please check if the IP allocated by the firewall is different from the original one?
Additionally, we would like to arrange a remote troubleshooting session with your switch. We will send more details about the session via a private message on the Community, so please check your inbox.
Kay
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The switch has been updated to a Static IP with suggested information. I am able to ping from my downstream switch 192.168.1.42 to the primary 192.168.1.43
Results of ping
Resolving 192.168.1.43... 192.168.1.43
sent rcvd rate rtt avg mdev max min reply from
1 1 100 10 10 0 10 10 192.168.1.43
2 2 100 0 9 3 10 0 192.168.1.43
3 3 100 0 8 5 10 0 192.168.1.43The Switch interface is stating that NCC is still stating Disconnected.
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Thank you for sharing the remote access details via private message.
Previously, the switch logs indicated intermittent DNS resolution failures. After configuring a static DNS, the switch successfully resolved domains, confirming that DNS functionality is now operational.
From the latest logs, we noticed the following entry:
2025-01-03T03:52:08Z IN switch: A message could not be handled because it failed to be parsed correctly.
This type of message is often caused by MTU truncation.
Could you please help with the following steps to further investigate and potentially resolve the issue?
- Confirm Current MTU Value: Please verify the current MTU value configured on your firewall.
- Adjust Firewall MTU: Set the firewall MTU to 1518 and check if the issue persists.
Looking forward to your response!
Kay
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MTU has been updated to 1518, Firewall has been restarted. I attempted to restart the switch from the portal but the password that I set is not working anymore. I can gain access with admin\1234 but this is a truncated portal access. The password that I set it to is the same as the password in Nebula for access. This has happened before and I was only able to access this by doing a reset.
If the switch needs to be restarted, I will do this tonight after returning.
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