Device Registration Status: Incomplete on USG FLEX 50H router

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jliu
jliu Posts: 6 image  Freshman Member
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edited July 14 in Switch

Hello,

When I access my Zyxel USG FLEX 50H, I am seeing this error message after logging in. I have registered/deleted/re-registered this router on "hhttps://nebula.zyxel.com" though, so not sure what is needed to clear up this error message upon login?

Device Registration Status: Incomplete


"You have not yet completed the creation of Organization and Site on Nebula. Although you have activated licenses on another Zyxel portal, you can use all Zyxel Device services except SecuReporter and remote support through Nebula.Scan the QR code using the Nebula Mobile app to create an Organization and Site on Nebula to
use SecuReporter and remote support."

Thanks,

Jimmy

(For security reason, Zyxel agent has removed the images.)

All Replies

  • Zyxel_Tina
    Zyxel_Tina Posts: 908 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments
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    Hi @jliu,

    Welcome to the Zyxel Community!

    Based on the second screenshot you shared, the Nebula Status on your USG FLEX 50H dashboard is currently showing "No Site Assignment". This explains why you are seeing the "Registration Incomplete" prompt. Even if a device is registered to your Nebula Organization inventory, it must be assigned to an active Site in Nebula for the registration process to complete and sync correctly.

    Here is the recommended diagnostic direction to resolve this:

    1. Verify Site Assignment in Nebula
      • Log into your Nebula Control Center (NCC) account.
      • Navigate to Organization-wide > License & inventory > Devices.
      • Locate your USG FLEX 50H
      • Verify if the device is assigned to a specific Site. If it is not, select the device and click the Action button to assign/add it to your desired Site.
      • You can also refer to this FAQ for guidance.
    2. Enable WAN Access
      • If you have confirmed that the device is assigned to a site in Nebula, but the local GUI still fails to update its status, we will need to check the registration process from our side.
      • Please follow the instructions in this article to grant access, and share the connection details with us via private message so we can review your device directly.

    Zyxel Tina

  • jliu
    jliu Posts: 6 image  Freshman Member
    First Comment Friend Collector
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    Hi Zyxel Tina,

    We don't want to use Nebula for this USG FLEX 50H device or assign it to a specific Site, we just want to use it locally/non-Nebula associated. I have already reset this USG FLEX 50H device and removed/re-registered the MAC address/serial number but it's still asking to be assigned to a specific Site. Is this something you can fix on your end?

    Jimmy

  • PeterUK
    PeterUK Posts: 4,564 image  Guru Member
    250 Answers 2500 Comments Friend Collector Eighth Anniversary
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    You have to register it just once with Nebula then use it locally

  • jliu
    jliu Posts: 6 image  Freshman Member
    First Comment Friend Collector
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    »You have to register it just once with Nebula then use it locally

    We never had to do this with another Zyxel USG FLEX 50H device though? Is this something that Zyxel can fix on their end? (i.e. remove this specific Zyxel USG FLEX 50H device with the given serial number and MAC address so I can re-add it back?)

    Jimmy

  • PeterUK
    PeterUK Posts: 4,564 image  Guru Member
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    edited July 13
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    There might of been a way some time ago but no more based on this:

    Is there a way to bypass registration in first installation H Series firewall? — Zyxel Community

    but reading saying

    "It must be registered and managed through Nebula at the same time." but after registering you can use is locally.

    I too hate registering to Nebula vs old registering but its likely to do with Licenses to service like Web Filtering, Sandboxing even if you don't need that.

    Hope switches don't move to this model.

  • PeterUK
    PeterUK Posts: 4,564 image  Guru Member
    250 Answers 2500 Comments Friend Collector Eighth Anniversary
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    what I'm not sure about is what happen when you do register with Nebula then remove it…will it still work?

  • Zyxel_Tina
    Zyxel_Tina Posts: 908 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments
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    Hi @jliu,

    Thank you for the update.

    Regarding the issue you are encountering, we would like to request remote access to your device for further investigation.

    Please refer to this article to enable WAN access for the web GUI.

    Once configured, kindly send us the required connection details via private message.

    We appreciate your cooperation!

    Zyxel Tina

  • jliu
    jliu Posts: 6 image  Freshman Member
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    Hello @Zyxel_Tina,

    Can I export the configuration file and attach it to this ticket so you can review its configuration instead?

    Jimmy

  • jliu
    jliu Posts: 6 image  Freshman Member
    First Comment Friend Collector
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    @PeterUK : I too don't like the new/Nebula way of registering. That's why I am hoping Zyxel Support can remove this specific Zyxel USG FLEX 50H device with the given serial number and MAC address so I can re-add it back again.

  • Zyxel_Tina
    Zyxel_Tina Posts: 908 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments
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    Hi @jliu,

    Thank you for your feedback. Since this circumstance involves communication between the device and our server, reviewing the configuration file alone may not be sufficient for troubleshooting.

    To assist with further investigation, please provide:

    • Access details for both the affected device and a working device, as mentioned in the previous reply.
    • A description of the steps performed prior to the issue occurring.

    This information may help us better identify the cause.

    Thank you for your cooperation.

    Zyxel Tina

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