During the last weeks and months, we more recently get the request from customers, stating that they have registered their device, in this a USG FLEX or ATP-series firewall, properly to MyZyxel, registered the license, and on attempting to link the licenses, are confronted with an error message stating "There is no compatible product".
Why does this happen?
The root cause in most cases for this is that we have partnered with McAfee for our UTM security features since firmware version v4.39, using their respective anti-virus signatures etc. For more information on the subject, make sure to check out this press release: ZYXEL PARTNERS WITH MCAFEE TO PROVIDE ROBUST ONE-BOX SECURITY SOLUTION TO SMALL- AND MEDIUM-SIZED BUSINESSES
This, in turn, means that the old signatures provided by either Kaspersky and/or Bitdefender are not suitable anymore with the latest firmware. MyZyxel, knowing the firmware of the devices registered and linked to it, will in the backend hinder a service interlinking of a new UTM bundle using the McAfee signature to be bound to a firewall using an older firmware than v4.39.
This will return the message: "There is no compatible product".
What can I do about it?
Fortunately, the answer to this question is quite simple: you will have to upgrade your firewall appliance. If you are unsure of where to get your firmware version, especially if your version is a bit older, please have a look at the following Knowledgebase-Articles:
After you have upgraded to the latest firmware, make sure to make MyZyxel shortly aware of the firmware upgrade - if this does not even happen automatically on firmware update, you can trigger this separately by the "Service License Refresh"-button to be found via:
Configuration > Licensing > Registration > Service (Tab) > Service License Refresh (Button)
After this is done, you should properly link the license on the MyZyxel-Portal once again without further issue. To make sure the UTM bundle is actually activated, press the Service License Refresh button. This will trigger a synchronization of your device to the MyZyxel-Cloud - you now should be able to use your fresh McAfee-supported UTM bundle perfectly!