Troubleshooting
This chapter offers some suggestions to solve problems you might encounter.
I cannot access the SecuReporter portal.
• Check that you are using the correct URL: https://secureporter.cloudcnm.zyxel.com
• Make sure your computer’s Ethernet card is installed and functioning properly.
• Check that you have Internet access. Open Command Prompt on your computer, enter ‘ping’ followed by a website such as ‘zyxel.com’. If you get a reply try to ping ‘SecuReporter.cloudcnm.zyxel.com’.
• Use a browser that supports HTML5, such as Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge. The recommended minimum screen resolution is 1366 by 768 pixels. In order to use SecuReporter you need to allow web browser pop-up windows from your computer.
I cannot log into the SecuReporter portal.
• Open your web browser and go to https://secureporter.cloudcnm.zyxel.com. Sign in with the correct email and password. Click Create an account if you do not have a Zyxel Account to sign up.
I’ve registered a passkey, but I cannot log in to the portal with it.
• Log into the same device where you registered your passkey:
Passkeys are stored locally on the device they were created on. To sign in using Passkey A, you must use the same device (computer A) where it was registered. It won’t work from another computer or mobile device, unless you’re using a cloud-synchronized passkey.
• Log into a different device within the same operating system:
If you are using cloud-synchronized passkeys, such as iCloud Keychain or Google Password Manager, you can log in on another device within the same operating system. For example, logging in on a Mac after registering a passkey with an iPhone.
Make sure to sync the passkeys on your devices.
For iOS operating systems: go to Settings > Apple ID > iCloud > Passwords and Keychain > Sync this iPhone.
For Android operating systems: go to Settings > Google > Password Manager > Passwords > Sync.
How many passkeys can a Zyxel Account have?
See Passkey Limit for the maximum number of Passkeys for each account. If you have reached the limit, the system will prompt you to remove an existing passkey before adding a new one.
There is no data shown at SecuReporter.
• Make sure your Zyxel Device supports SecuReporter. See Supported Zyxel Devices and Firmware Versions for the supported Zyxel Devices.
• Make sure the firmware version of your Zyxel Device supports SecuReporter. See Supported Zyxel Devices and Firmware Versions for the supported firmware versions.
• Make sure you activated the SecuReporter license at myZyxel. See Get Started for more information.
• Make sure your license is not expired. See the User’s Guide of the supported Zyxel Device for how to check your license status.
• Make sure you enabled SecuReporter on your Zyxel Device. See the User’s Guide of the supported Zyxel Device for how to enable and activate SecuReporter.
• Make sure you selected the categories that you want your Zyxel Device to send to the SecuReporter portal. See the User’s Guide of the supported Zyxel Device for instructions.
• Make sure you added your Zyxel Device to an organization. See Organization & Device or the User’s Guide of the supported Zyxel Device for instructions.
SecuReporter does not show the sandboxing screens.
Make sure that your Zyxel Device supports sandboxing. See Features Supported on the Zyxel Devices for the Zyxel Devices that support sandboxing.
Some file types cannot be inspected through sandboxing.
Sandboxing can only check the types of files listed under File Submission Options in the Sandboxing screen of the Zyxel Device. See the User’s Guide of the Zyxel Device that supports sandboxing for instructions.
I want to prevent malicious code from passing through my web browser, therefore allowing cyber criminals to run malicious code on my computer.
1 Upgrade your web browser to the latest version.
2 Make sure you enable URL Blocking under Configuration > Security Service > Reputation Filter > URL Threat Filter > General on your Zyxel Device’s Web Configurator. See the User’s Guide of the Zyxel Device that supports URL Threat Filter for instructions.
My Top Type and Top Threat Website charts are not showing any data.
Make sure you enable URL Blocking under Configuration > Security Service > Reputation Filter > URL Threat Filter > General on your Zyxel Device’s Web Configurator. See the User’s Guide of the Zyxel Device that supports URL Threat Filter for instructions.
IP Reputation does not work on IPv6 addresses.
At the time of writing, IP Reputation is only for IPv4 addresses.
My Top Type and Top Risk IP charts are not showing any data.
Make sure you enable IP Blocking under Configuration > Security Service > Reputation Filter > IP Reputation > General on your Zyxel Device’s Web Configurator. See the User’s Guide of the Zyxel Device that supports URL Threat Filter for instructions.
I cannot add my Zyxel Device to an organization.
Only an owner can add Zyxel Devices to an organization. See SecuReporter Management Privileges for the privileges of different role types.
Some fields cannot be used as filters for search log.
For Partially Anonymous users, search log for some of the fields are disabled.
I didn’t receive any reports even though I added my email address in the Report Settings.
• Check your email spam or junk folder for SecuReporter reports. If found, mark them as not spam to ensure future reports are delivered to your Inbox.
• Go to Report Settings and verify that the email address you entered is correct and properly formatted.
My report does not include Smart Summaries.
Smart summaries appear in the report notification email and are only generated when abnormal security detection events occur. If network activity is normal, the notification email will not include a smart summary.
I am getting too many anomalies.
If you are receiving a high number of anomalies, it may be due to the following reasons:
• Previous week had many anomalies
If last week had many anomalies (for example, due to the device being offline), current anomalies may simply reflect differences from last week’s baseline.
• Sensitivity level is set too high
Higher sensitivity detects shorter-durations anomalies. You can go to Analysis > Device > AI Analysis > Advanced Settings, and lower the sensitivity level, for example, from High to Medium. For details on each level, see Sensitivity Level Example.
• Device is offline
When a device goes offline, data collection stops. Any period without recorded data can be flagged as an anomaly. Since powering off the device may itself be considered abnormal behavior.
I want to use a wildcard when entering the filter criteria for a field in search log.
Upon clicking > Add Rule > Please Select, the word contains should appear after the name of the field, not ‘=’.
I failed to retrieve SecuReporter logs through API in a third-party software application.
• Check API token: Ensure that the API token is correct and has not expired. If needed, generate a new token and try again.
• Check API request format: Review the API request for any errors or formatting issues. Refer to https://www.zyxel.com/global/en/products/management-and-reporting/management-and-reporting-cloud-cnm-secureporter/open-api for more information on API request format.
• Verify license status: Ensure that the Zyxel Device’s license is valid.
Getting More Troubleshooting Help
Search for support information for your model at www.zyxel.com for more troubleshooting suggestions.