Can’t get AP online

Hi @HelpMe ,

As for the AP offline issue you reported in NCC, we need to first determine your AP's current management mode in order to effectively diagnose this problem. By knowing which mode your AP is occupying, it will help us identify the root cause and provide the appropriate solution.

Please access your AP's web interface and check which mode it's currently operating in:

(1) Standalone Mode

Navigation path: Dashboard → System Status → Management Mode shows "Standalone"

If your AP is in standalone mode, it is a normal behavior that your AP will appear offline in NCC. Please push the reset button for 30 seconds and then add your device to NCC again.

(2) Cloud Mode

Navigation path: Dashboard → Cloud Control Status shows cloud management details

Please hover your mouse over the orange circle in the Cloud Control Status section (showing Internet → Nebula → Registration). When you hover over the orange circle, a pop-up message will appear that describes the specific cause of the connection failure.

The orange circle indicates where the connection process is failing, and the pop-up text will provide details about why the failure is occurring at that particular stage. Once you see what the error message says, please share that information so we can provide more targeted troubleshooting steps to resolve your AP offline issue.

At last, the Zyxel WIFI network you see in your available networks is the AP's default management SSID. AP would broadcast this default SSID regardless of whether it is in standalone or cloud mode. This default SSID is designed to provide administrative access. Seeing this network is completely normal and expected behavior.

Hence, in order to solve your AP’s offline status in NCC, please first identify which management mode your AP is occupying(standalone or cloud mode) so that we can assist you further and provide mode-specific troubleshooting steps for you.

Best Regard,

Lynn

Hi @HelpMe

Thank you for providing the screenshot. However, it appears that the image shows a different interface rather than your AP's local web interface. To help you access the correct local interface for your Access Point, please follow these steps

Step 1: Download and Use ZON Utility

We recommend using our ZON Utility software to easily identify your device's IP address:

Please download the latest version of ZON Utility from:

https://www.zyxel.com/global/en/form/zon-utility-download

For your convenience, detailed usage instructions are available at:

https://community.zyxel.com/en/discussion/19985/how-to-use-zon-utility

Once installed, please use ZON Utility to confirm your AP has successfully obtained an IP address

Step 2: Network Connection Setup

Please ensure both your Access Point and computer are connected to the same network. This will allow proper communication between the devices.

Step 3: Accessing the AP’ Web Interface

Please open your web browser and type the IP address you identified in Step 1 in the address bar. Then, press Enter to navigate to the login page

Step 4: Initial Login Process

For your first login, please use these default credentials:

Username: admin

Password: 1234

Important: After your initial login with the default password, the system will prompt you to create a new, secure password. Please choose a strong password that you'll remember for future access.

Step 5: Future Access

For all subsequent logins, please use:

Username: admin

Password: Your newly created password

Step 6: Identifying Your Management Mode

Once you've successfully accessed the interface, please refer to our previous instructions to help us determine whether your AP is currently configured in standalone mode or cloud mode

If you encounter any difficulties during this process, please don't hesitate to contact us for further assistance. Thanks!

Best Regard,

Lynn