Zyxel Nebula [NСC] - difficulties in accessing Nebula

Urgent message to Nebula customers about Nebula Cloud Service Incident

Over the past two days, you may have experienced a problem accessing Nebula when using the app or the web version. This problem does not affect all users and is related to the DNS settings on the ISP side. 

Issue Symptom & Risk:

1. Partially users cannot access to "nebula.zyxel.com". The browser's error message shows "The website cannot be reached Check for a typo in nebula.zyxel.com. DNS_PROBE_FINISHED_NXDOMAIN".
2. Partially users cannot use Nebula APP. The APP shows "URLSessionTask failed with error: A server with the specified hostname could not be found".

Note: This incident does not affect Nebula devices and their local network services if there is no any configuration change.

If you observe any issues that do not match the symptoms & risks mentioned above, please contact @Zyxel_CSO.

Workaround:

You can change your DNS server to google DNS to reslove domian and access "nebula.zyxel.com".

Your ISP chooses the default DNS server. If you connect to a different router, your DNS server changes. Changing the DNS server on your device overrides this default server, but all other users connecting to the router use the default DNS server.

As a temporary quick fix, you can change the DNS server to Google on your endpoint device, computer or smartphone or on your local router which will work for all devices on the local network.

• Change DNS settings on Mac

To change these settings, choose Apple menu   > System Settings, click Network  in the sidebar, click a network service on the right, click Details, then click DNS. (You may need to scroll down.)

• Change DNS settings on Iphone and Ipad

To change these settings, choose Apple menu  > Settings, click WI-FI, tap the right WI-FI network , Scroll to the bottom, then click Configure DNS.  Select “Manual” then click “Add Server. Click save.

• Change DNS settings on Windows

Open Start menu, click on Settings (gear symbol) > Go to Network and Internet. Click Wi-Fi or Ethernet > Scroll and select Change adapter options > Right-click Local or Wi-Fi > Choose Properties (Authorize with an administrator password may be required)  > Find IP Protocol Version 4 (TCP/IPv4), click Properties >Enable "Use the following DNS server addresses." Enter preferred and secondary DNS addresses: Google (8.8.8.8 and 8.8.4.4).

• Change DNS settings on Android

Open Settings on your Android device > Choose Network & Internet > Tap Private DNS > Select Private DNS provider hostname > Enter DNS provider hostname (e.g., dns.google) > Tap Save.

After changing DNS settings, you may need to clear the DNS cache. For mobile devices, it is enough to enable Airplane Mode for a few seconds. For PCs, you can use the appropriate command or reboot the device.

Please follow the link on our official forum for updates on this topic: 
Nebula Cloud Service Incident 2024-05-14 06:00 (UTC+0) — Zyxel Community

We apologize for any inconvenience this has caused.
Zyxel Nebula Support