NCC Access

I cannot access the NCC portal.

• Check that you are using the correct URL:

• Zyxel Device: https://nebula.zyxel.com/

• Make sure your computer’s Ethernet card is installed and functioning properly.

• Check that you have Internet access. In your computer, click Start, (All) Programs, Accessories and then Command Prompt. In the Command Prompt window, enter ‘ping’ followed by a website such as ‘zyxel.com’. If you get a reply, try to ping ‘nebula.zyxel.com’.

• Make sure you are using the correct web browser that supports HTML5. View the browser in full screen mode to display the NCC portal properly. The supported web browsers are:

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

I cannot log into the NCC portal.

Open your web browser and go to https://nebula.zyxel.com. Sign in with the correct email and password. Click Sign Up if you do not have a Zyxel Account and create an account.

I cannot access the Zyxel Device that I have registered in NCC or the Zyxel Device appears offline in NCC.

• Check if the TCP/UDP port is blocked by your network’s firewall rule or ISP. Click Help > Support tools > Firewall information in NCC to view information required for firewall rules to allow management traffic between NCC and Zyxel Devices on your sites.

• Check the Zyxel Device’s hardware connections, and make sure the LEDs are behaving as expected. See the Quick Start Guide.

• If the LEDs still do not turn on, you may have a hardware problem. In this case, you should contact your local customer support.

• Make sure the Zyxel Device is connected to the Internet.

• Check if the WAN IP address is configured on the Zyxel Device.

• Check if the Zyxel Device can access the NCC server’s domain through SSH/Console and enter ‘nslookup d.nebula.zyxel.com’. If the Zyxel Device shows ‘unknown host’, check your DNS server setting or use ‘8.8.8.8’ as the DNS server on the Zyxel Device.

• The Zyxel Device will apply the site-wide password after getting online on NCC. Check the login credential by going to Site-wide > Configure > Site settings > Device configuration: Local credentials in NCC.

• Make sure that your Zyxel Device can connect to NCC by checking your network’s firewall/security settings. The following ports must be allowed:

• TCP: 22, 443, 4335 and 6667

• UDP: 123

Go to Help > Support tools > Firewall information in NCC to find the latest port information.

• Make sure that you have registered your Zyxel Device with NCC.

• Make sure that you have created an organization and site and add the Zyxel Device to the site.

• Make sure that your Zyxel Device can synchronize with NTP (Network Time Protocol) through the following port:

• UDP: 123

• Make sure that your Zyxel Device can resolve the Nebula Cloud Management (NETCONF) domain name d.nebula.zyxel.com.