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
I cannot log into the Astra portal.
• Make sure you’ve entered the correct myZyxel email and password.
• Requirements for the myZyxel password have changed at the time of writing. Update your myZyxel password to meet the latest requirements.
A member cannot use the temporary password to log into the Astra app.
The temporary password is only valid for 7 days. If the member did not use the temporary password to log into the Astra app within 7 days, you must resend you the invitation.
A member wants to use Astra on a third mobile device.
Only two mobile devices can use the same account to log into the Astra app at a time. The member must notify you of which of the original devices added to Astra to remove, and then you must remove that device in Device Management.
A member did not receive the invitation email for Astra.
• Make sure you’ve entered the correct email address when sending the Astra invitation email.
• Ask the member to check their spam folder.
• If the member still hasn’t received the invitation email, resend it in Member Management > Invite Member.
Astra Web Portal Problems
I cannot monitor my members activities on the Astra web portal.
• Make sure your members have downloaded the Astra app and logged in on their mobile devices. You can check your members status in Member Management.
• Make sure your members have enabled VPN on their mobile device. Your members may need to re-enable VPN on their mobile device.
• Ask the member to make sure the Astra Service switch is enabled on their members’ mobile device.
I want to resend an invitation to a member.
1 Log in the Astra web portal.
2 Go to the Member Management screen.
3 Find the member to whom you want to resend invitation. Click the envelope icon to have the Astra web portal resend invitation to the member’s associated email address.
The content filter category service is not working.
• Make sure your content filter profiles are enabled. Check if the switch is enabled.
• Make sure you’ve applied the content filter profiles to the correct members or member groups.