Zyxel 50AXE router cannot connect to WAN and cloud

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risto87
risto87 Posts: 3 image  Freshman Member
First Comment
in Nebula

Hi,

almost whole day yesterday my router and internet connection was working just fine. Later in the afternoon internet connection was disconnecting and connecting with slower and unstable speed. I have shut down and reset this router many times now but no help.

Android App Nebula shows: Device Status Offline, Power off or network issue. Configuration Not up to date.

Cloud and Wan leds are off but other leds are green. I have diagnosis files from web interface but I believe I have already done reset before downloading diagnosis files.

What should I try next?

Accepted Solution

  • Zyxel_Judy
    Zyxel_Judy Posts: 2,347 image  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    edited March 31 Answer ✓

    Hi @risto87 ,

    To troubleshoot this further, please follow these steps:

    • Verify the Ethernet cable between the SCR50AXE WAN port and your ISP modem/ONT. Try a different high-quality Cat5e or Cat6 cable and ensure the link light on your modem's port is active.
    • Confirm your ISP modem is showing a healthy internet connection. If possible, connect a laptop directly to the modem, with the same port that SCR 50AXE connected, to verify that the internet service is active and providing an IP address.
      You also can try to connect the WAN port of SCR50AXE to a different port on your modem.

    After all cross-test, your SCR50AXE still doesn't work well, please record a video of your SCR 50AXE that clearly shows all LED statuses.

    Zyxel_Judy

    Untitled Image

All Replies

  • Zyxel_Judy
    Zyxel_Judy Posts: 2,347 image  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    edited March 31 Answer ✓

    Hi @risto87 ,

    To troubleshoot this further, please follow these steps:

    • Verify the Ethernet cable between the SCR50AXE WAN port and your ISP modem/ONT. Try a different high-quality Cat5e or Cat6 cable and ensure the link light on your modem's port is active.
    • Confirm your ISP modem is showing a healthy internet connection. If possible, connect a laptop directly to the modem, with the same port that SCR 50AXE connected, to verify that the internet service is active and providing an IP address.
      You also can try to connect the WAN port of SCR50AXE to a different port on your modem.

    After all cross-test, your SCR50AXE still doesn't work well, please record a video of your SCR 50AXE that clearly shows all LED statuses.

    Zyxel_Judy

    Untitled Image
  • risto87
    risto87 Posts: 3 image  Freshman Member
    First Comment

    安安 Judy,

    I believe the problem was with my ISP. I connected directly to the internet with ethernet cable without the router and it worked but not really well either. I changed all the router setting back to factory settings again after couple of days and my Zyxel router works fine now.

    Than you very much!

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