3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

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 GET HELP WITH: KB0015654 Actions 

Accounts & Access

Software & Applications

Collaboration & Telecom

Computer Hardware &

Accessories
Zscaler Troubleshooting
Infrastructure & Hosting
Guide
 Authored by Kayla Heyward
Security
•
Other  8d ago •  210 Views •     

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Table of Contents
IT Knowledge
Common scenarios & issues
IT Enablement General
Process Document Access has to public web-site been
blocked
Public web-site not loading
 PLACE AN ORDER FOR:
Slow download speed via HTTP/S /
Accounts & Access Public web-sites loading slowly
Internet access not working at hotel or
Software & Applications
café
Open Source and Freeware
Application no longer working because it
Software
is using local port 9000
Collaboration & Telecom Zscaler showing incorrect network type
Computer Hardware & Windows
Accessories Public web-site NOT loading when
working from home, but only loading
Infrastructure & Hosting
when connected to Informatica network
Worker Services
(office/VPN)
Security macOS

Other
Corrupted OS routing table
Restart Zscaler
Disable Zscaler
Exit Zscaler

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3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Access One Time Passwords for Device

Administration
Gathering Logs
Questions to ask the user
My Account
SK Where, in which location / scenario, are you
Logout
facing the issue?
My Tickets 3
Shopping Cart 3 Which scenario describes your issue best?
Did you still face the issue after temporarily
disabling Zscaler?
 GET HELP WITH: Steps to be performed on the affected system:
General
Accounts & Access
Windows
Software & Applications macOS
Collaboration & Telecom Captive Portal
Third Party Application Issues
Computer Hardware &
Accessories MS Teams Issues
User Location Verification
Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

Common scenarios & issues
IT Knowledge

IT Enablement
General
Process Document
Access has to public web-site been blocked

 PLACE AN ORDER FOR: Access has been restricted based on

web-site category
Accounts & Access
If required follow process to "Request an
Software & Applications
exception for this site"
Open Source and Freeware
Software Public web-site not loading

Collaboration & Telecom Can the web-site be accessed from

specific locations/offices only
Computer Hardware &
Accessories
If required request submit a "Zscaler
Domain Exception Request"
Infrastructure & Hosting
Slow download speed via HTTP/S / Public web-
Worker Services sites loading slowly

Security Verify user location and distance to

Zscaler gateway
Other
(UserLocationVerification)
Restart Zscaler
GatheringLogs

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3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Internet access not working at hotel or café

CaptivePortal
Application no longer working because it is
My Account using local port 9000
SK ThirdPartyApplicationIssues
Logout
My Tickets 3
Zscaler showing incorrect network type
Shopping Cart 3
Restart Zscaler

 GET HELP WITH:

Accounts & Access Windows

Software & Applications Public web-site NOT loading when working

from home, but only loading when connected to
Collaboration & Telecom
Informatica network (office/VPN)
Computer Hardware &
Accessories Does the computer have an IPv6
address and does the router have an
Infrastructure & Hosting
external IPv6 address?
Security Restart Zscaler
Other GatheringLogs
If the issue persists or happens more
frequently, add Windows user to
 FIND AN ANSWER IN:
"SG_Zscaler_RoamTunnel_v2"
IT Knowledge Zscaler policy should change to
"Windows-PW-Roam_v2", this can take
IT Enablement
up to 1 hour
Process Document

macOS
 PLACE AN ORDER FOR:
Corrupted OS routing table
Accounts & Access

Software & Applications

Run the following command in a
terminal window, it should not produce
Open Source and Freeware
any output:
Software
netstat -rn | grep -v "$(netstat -rn |
Collaboration & Telecom
grep -v ":" | grep default | awk '{print $2}')" | grep -v
Computer Hardware &
lo0 | grep -v "100.64." | grep -E ".+[ ]+[0-9]+\.+"
Accessories
If the command above produces any
Infrastructure & Hosting
output try to fix the routing table via the
Worker Services

Security

Other

[Link] 3/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

respective SelfService entry:

My Account
SK
Logout
My Tickets 3
Shopping Cart 3

 GET HELP WITH:

Accounts & Access

Software & Applications

Collaboration & Telecom

If the issue persists or happens more
Computer Hardware & frequently, add macOS user to
Accessories "SG_Zscaler_TWLP"
Infrastructure & Hosting Zscaler policy should change to
"Mac-PW-light", this can take up to 1
Security
hour
Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement
Restart Zscaler
Process Document
In case of any issues, please go to "more -
> restart service" and test again after
 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

Open Source and Freeware

Software

Collaboration & Telecom

Computer Hardware &

Accessories

Infrastructure & Hosting

Worker Services

Security

Other

*****Exiting/Restarting Zscaler will Stop any packet

captures in progress.******

[Link] 4/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

My Account
SK
Logout
Disable Zscaler
My Tickets 3
Shopping Cart 3 To temporarily disable Zscaler:

1. Click to Open App window

 GET HELP WITH:

Accounts & Access

Software & Applications

Collaboration & Telecom

Computer Hardware &

Accessories 2. Click Turn off

Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR: 3. Provide "Disable Reason"

Accounts & Access

Zscaler will be disabled for 90 minutes.

Software & Applications

Open Source and Freeware

Software

Collaboration & Telecom

Computer Hardware &

Accessories

Infrastructure & Hosting

Worker Services

Security

Other

[Link] 5/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Note: Users can temporarily disable Zscaler

themselves for 90 minutes up to 3 times in a day in
case user runs into any emergency requirement

My Account
SK
Logout
My Tickets 3
Shopping Cart 3

Exit Zscaler
 GET HELP WITH:
Open the Zscaler Icon in the system tray, then click
Accounts & Access
"Exit".
Software & Applications When prompted, please enter in the Exit OTP.
Collaboration & Telecom

Computer Hardware &

Accessories

Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

Open Source and Freeware

Software

Collaboration & Telecom Access One Time Passwords for Device

Computer Hardware & Administration

Accessories

Infrastructure & Hosting

1. Login to Okta with your elevated account
(.a/.x/.da). Once logged in, click the Zscaler
Worker Services
chiclet
Security
2. To view device fingerprint: In the Zscaler Client
Other
Connector Portal, go to Enrolled
Devices > Device Overview

[Link] 6/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

3. Click the Device Details icon to view the device

fingerprint from the enrolled device

My Account
4. The Zscaler Client Connector Registered Device
SK Details window appears:
Logout
My Tickets 3
Shopping Cart 3

 GET HELP WITH: 5. In the Zscaler Client Connector Registered

Device Details window, you can view the
Accounts & Access
passwords to:
Software & Applications
1. Logout
Collaboration & Telecom

Computer Hardware & 2. Disable

Accessories
3. Uninstall
Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

Open Source and Freeware

Software
Gathering Logs
Collaboration & Telecom
To gather logs, have the user:
Computer Hardware &
Accessories
1. Clear their logs on the Zscaler agent
Infrastructure & Hosting

Worker Services 2. Start a packet capture

Security
3. Reproduce the issue
Other
4. Stop the packet capture

5. Export logs

[Link] 7/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

6. Provide the logs to a member of the DL:

Antivirus: Admin
(dlantivirusadmin@[Link]) team
My Account
SK Packet Captures run for 5 minutes. If you exit or
Logout
My Tickets 3 restart zscaler, the packet capture will stop.
Shopping Cart 3

 GET HELP WITH:

Accounts & Access

Software & Applications

Collaboration & Telecom

Computer Hardware &

Accessories

Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

IT Knowledge
Questions to ask the user
IT Enablement

Process Document
Where, in which location / scenario, are you facing
the issue?
 PLACE AN ORDER FOR:

Accounts & Access

1. In the office, disconnected from VPN

Software & Applications 2. In the office, connected to VPN

Open Source and Freeware
1. Which VPN gateway are you connected to?
Software

Collaboration & Telecom

3. At home, disconnected from VPN
Computer Hardware &
Accessories 4. At home, connected to VPN
Infrastructure & Hosting
1. Which VPN gateway are you connected to?
Worker Services

Security

Other Which scenario describes your issue best?

1. Getting an access denied notification when

[Link] 8/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

trying to access a website on the internet

2. Getting disconnected from VPN

My Account 3. Internal services like Okta, Jira, ... can't be

SK
Logout reached. Website is not loading at all
My Tickets 3
Shopping Cart 3
4. External services like Google, Amazon, ... can't
be reached. Website is not loading at all

 GET HELP WITH:

5. Any kind of (web-)service, both internal and
Accounts & Access external, can't be reached. Website is not loading
Software & Applications at all

Collaboration & Telecom

6. Access to (web-)services is slow
Computer Hardware &
Accessories 7. Other (...)

Infrastructure & Hosting 1. Please provide more details

Security

Other

Did you still face the issue after temporarily

 FIND AN ANSWER IN: disabling Zscaler?

IT Knowledge 1. Yes
IT Enablement
2. No
Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

Open Source and Freeware Steps to be performed on the affected system:

Software

Collaboration & Telecom

General
Computer Hardware &
Accessories 1. Have the user test by connecting to a different

Infrastructure & Hosting VPN gateway

Worker Services
2. Have the user test by connecting to a mobile
Security hotspot

Other
3. Disable Zscaler

[Link] 9/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Windows

1. If the issue was resolved by disabling Zscaler,

My Account please execute the following commands to help
SK
Logout
IT work to resolve the issue.
My Tickets 3
Capture network information via Powershell
Shopping Cart 3
([Link]
Network-Info.ps1)

 GET HELP WITH:

Accounts & Access 1. route print

Software & Applications

2. (Get-
Collaboration & Telecom NetIPConfiguration).Where({$_.IPv4DefaultG
-ne $null -or $_.IPv6DefaultGateway -ne
Computer Hardware &
Accessories $null})

Infrastructure & Hosting

3. nslookup [Link]
Security
4. Test-NetConnection [Link]
Other

5. Test-NetConnection [Link] -
 FIND AN ANSWER IN: TraceRoute -InformationLevel Detailed

IT Knowledge
6. Test-NetConnection [Link] -
IT Enablement Port 443

Process Document
7. nslookup [Link]

 PLACE AN ORDER FOR: 8. Test-NetConnection [Link]

Accounts & Access

9. Test-NetConnection [Link] -
Software & Applications TraceRoute -InformationLevel Detailed
Open Source and Freeware
Software 10. Test-NetConnection [Link] -Port 443

Collaboration & Telecom

11. Invoke-WebRequest [Link]
Computer Hardware &
Accessories 1. Reboot Computer

Infrastructure & Hosting

Worker Services
macOS
Security

Other 1. Check Routing Table/ Clear Routing Table of

Faulty Routes

[Link] 10/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

1. Run the command below. If it produces an

output, the routing table is corrupted

My Account
netstat -rn | grep -v "$(netstat -rn | grep -v ":" | grep
SK default | awk '{print $2}')" | grep -v lo0 | grep -v
Logout
My Tickets 3 "100.64." | grep -E ".+[ ]+[0-9]+\.+"
Shopping Cart 3
2. Run the "Fix Faulty Routes" script in
SelfService
 GET HELP WITH:

Accounts & Access 2. If the issue hasn't been resolved, please execute
Software & Applications the following commands to help IT work to
resolve the issue.
Collaboration & Telecom
Capture network information via
Computer Hardware & terminal ([Link]
Accessories [Link])
Infrastructure & Hosting

Security 1. netstat -rn

Other
2. route -n get default

 FIND AN ANSWER IN: 3. nslookup [Link]

IT Knowledge
4. ping [Link] -c4
IT Enablement
5. traceroute [Link]
Process Document

6. nc -vz [Link] 443

 PLACE AN ORDER FOR:
7. nslookup [Link]
Accounts & Access

Software & Applications 8. ping [Link] -c4

Open Source and Freeware

9. traceroute [Link]
Software

Collaboration & Telecom 10. nc -vz [Link] 443

Computer Hardware &
Accessories 11. curl -s -I [Link] | head -
n1
Infrastructure & Hosting

Worker Services
3. Reboot Computer
Security

Other

[Link] 11/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Captive Portal

My Account When Zscaler detects a captive portal, it will disable

SK
Logout itself automatically for 10 minutes to allow the user
My Tickets 3
setting up the connection to confirm all the prompts
Shopping Cart 3
from the Wi-Fi. Those prompts are usually shown
when trying to access a website which causes the
browser to redirect to the captive portal.
 GET HELP WITH:

Accounts & Access If this doesn't work, in a terminal the user can run
(ipconfig | findstr Gateway) and use a browser to
Software & Applications
open the address of the default gateway. This
Collaboration & Telecom should then redirect them to the captive portal
Computer Hardware & where the user can accept the terms and conditions
Accessories to get access to the internet.

Infrastructure & Hosting If this still doesn't work, have the user disable

Security Zscaler, complete the captive portal, then re-enable

Zscaler.
Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

Open Source and Freeware

Software

Collaboration & Telecom

Computer Hardware &

Accessories

Infrastructure & Hosting Third Party Application Issues

Worker Services A user’s application is no longer working because it
Security is using local port 9000 which is the same local port
as Zscaler.
Other

Zscaler is a globally installed application on all

workstations at Informatica and cannot be
uninstalled and the port cannot be changed.
[Link] 12/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

Solutions:

1. We recommend the user to change their port on

their application if possible
My Account
SK
Logout 2. Temporarily Disable Zscaler, start the user’s
My Tickets 3
application, and restart Zscaler (this will happen
Shopping Cart 3
automatically after some time)

 GET HELP WITH:

Accounts & Access

Software & Applications

MS Teams Issues
Collaboration & Telecom
If users are having issues using MS Teams, please verify if
Computer Hardware & the user home network is operating in DualStack mode, like
Accessories issuing both IPv4 and IPv6 addresses.

Infrastructure & Hosting You should be able to verify this by asking the user to
navigate to [Link]
Security
Here’s an example for both IPv4 only as well as DualStack:
Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications

In case of a DualStack network, please add the user to
Open Source and Freeware “SG_Zscaler_RoamTunnel_v2” and wait for the Zscaler
Software policy to change to “Windows-PW-Roam_v2”

Collaboration & Telecom

Computer Hardware &

Accessories
User Location Verification
Infrastructure & Hosting
To verify user location, users should go
Worker Services
to [Link] which will
Security show the location Zscaler thinks a user is at and the
Other location of the gateway they're connected to:

[Link] 13/16
3/7/25, 4:33 PM IT - Internal - Zscaler Troubleshooting Guide

My Account
SK
Logout
My Tickets 3
Shopping Cart 3

 GET HELP WITH:

Review details
Accounts & Access

Software & Applications Revision Date Document Version Re

Collaboration & Telecom

Computer Hardware & July 22 2024 1.0 Ch

Accessories La

Infrastructure & Hosting

Security

Other

 FIND AN ANSWER IN:

IT Knowledge

IT Enablement

Process Document

 PLACE AN ORDER FOR:

Accounts & Access

Software & Applications July 29 2024 1.1 Ka

Open Source and Freeware

Software

Collaboration & Telecom

Computer Hardware &

Accessories September 13 1.2 Ka
2024
Infrastructure & Hosting

Worker Services

Security

Other

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September 24 1.3 Ka
2024

My Account
SK
Logout
My Tickets 3
Shopping Cart 3

 GET HELP WITH:

Accounts & Access

Software & Applications

24 October 1.4 Su
Collaboration & Telecom
2024 Le
Computer Hardware &
Accessories
25 October 1.5 Su
Infrastructure & Hosting
2024 Le
Security

Other Dec 4 2024 2.0 Ka

 FIND AN ANSWER IN: Feb 13 2024 2.1 Ka

IT Knowledge

IT Enablement

Process Document
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