Can’t get AP online

HelpMe · August 12

I’ve installed a Nebula AP today, and setup seemed to work fine using the iOS app. I created my site and am able to log in, but ever since then the device flashes green and orange, and the app says the device is offline and the configuration is not up to date.

I can’t see any way to get more info, or find out how to update the configuration.

The installation video suggests using the app automatically completes the technical fields, which seems to have happened, so now I’m at a loss of how to proceed and connect devices to the network.

Also, there is a Zyxel WiFi network appearing in my list of available networks, which is causing confusion as to what is happening with the AP.

Zyxel_Lynn · August 13

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