Troubleshooting

This chapter offers some suggestions to solve problems you might encounter. The potential problems are divided into the following categories.

• Registration and Account Problems

• Astra App Problems

Registration and Account Problems

I cannot log into the Astra app.

• Make sure to select Admin Login if you’re using an admin account and Member Login if you’re using a member account.

• Make sure you’ve entered the correct email and password.

If you’ve forgotten your password, tap Forgot Password and follow the prompt to set a new password

I cannot use the member temporary password to log into the Astra app.

The temporary password is only valid for 7 days. If you did not use the temporary password to log into the Astra app within 7 days, ask your admin to resend you the invitation.

I want to log into the Astra on a third mobile device.

Only two mobile devices can use the same account to log into the Astra app at a time. You need to contact your admin to remove one of your device first.

I cannot receive the authorization email for two factor authentication.

• Check your spam folder.

• Make sure you’ve entered the correct email address when creating your Astra account.

• If you still haven’t received the authorization email after a few minutes, tap Resend.

I get a Google Authenticator verification error.

• Check that you entered the right verification code. The verification code should be 6 digits.

• You must enter the code within the time displayed in Google Authenticator.

Astra App Problems

My Astra app is not working.

• Make sure you’ve enabled VPN on your mobile device. You will see a reminder message when you open the Astra app if you have not.

• Go to Settings > Connections > More connection settings on your phone to make sure the Zyxel Astra VPN profile is created.

If the Zyxel Astra VPN profile is not created on your phone, close the Astra app then open it again. Follow the Astra app prompts to enable VPN on your mobile device.

• Go to Others > Settings in the Astra app. Make sure the Astra Service switch is enabled.

• Uninstall then reinstall your Astra app.

I need to resend an invitation to a member as the member didn’t accept within 7 days.

1 Log into the Astra app.

2 Go to the License & Members screen.

3 Tap the member to whom you want to resend the invitation to go to the members detailed information screen.

4 Tap Resend Invitation to have the Astra app resend invitation to the member’s associated email address.

My email leakage detection is not working.

Go to Others > Settings in the Astra app. Make sure the Email Leak Service switch is enabled to enable this feature.

I want to send my feedback on the Astra app.

Go to Others > Settings > Send Feedback to send your feedback to the Zyxel support team; see Send Feedback on Astra for more information.