Netskope Adoption Program

Client Troubleshooting and Best Practice Policies

2021 © Netskope Confidential. All rights reserved.

Agenda
• Check-in
• Client troubleshooting, Client configuration
• Best practice policies

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Netskope Client Troubleshooting
Link to troubleshooting guide
2020 © Netskope. All rights reserved.
How do I know if my Netskope Client is installed and active?
• The easiest way to identify the
presence of the Netskope Client
is to look for the Netskope icon
Windows OS macOS menu Bar
in your taskbar or menu bar. Taskbar

• Examples of Active Netskope

Windows and Mac is
l i e nt ,
o p e C r at or
• An installed but inactive k t
N ets minis n be
Netskope Client below: i p – I f by ad er c a s k ope
T g t
i d den ana ck Ne tivity n
h
a s k M che e. Ac ed o
T d to rvic e us
us e nt S e c an b
e
Cli nitor
*Information can also be obtained through API calls – reviewed later in the presentation Mo C
MA
DRAFT
How can I get more details about the Netskope Client?
• Right click on your Netskope Client
icon and Select “Configuration” to
display the window.

• The following details will be constant

including Organization, Gateway,
Steering Configuration etc.

• The Gateway IP however will be

intelligently identified based on your
location. In this case, A user based out
of Austin, TX is redirected to the
closest Netskope datacenter of Dallas
for gateway-tenant.goskope.com

• The User Email will typically be the

UPN derived from the iDP and unique
to each user.
DRAFT
Can I disable my Netskope Client?
• If the Netskope Client is manually
disabled on the machine (PC or MAC),
it will stay disabled until your
Netskope administrator enables the
client for that user on that machine
from the Netskope UI OR a user on
the machine re-enables the client

• The user has the option to enable the

client. However, a disabled client
will not automatically be enabled
unless the action is taken by the
Netskope administrator or the end
user.

DRAFT
How do I save my Netskope Client logs?

• The easiest way to send logs to Netskope

is right click on the Netskope Client icon
and select “Save Logs...”

This will zip up all the log files and prompt

for a location to save it.

• From there you can attach the logs to the

support ticket.

• If the client is hidden from view you can

also leverage the command line options of Command Line Options
zipping up the logs. DRAFT Windows = Nsdiag.exe –o mylogs.zip

Mac = ./nsdiag –o mylogs.zip

Client Configuration
2020 © Netskope Confidential. All rights reserved.
User Client Configuration
Configuration Option Power Regular Regular Users
Users Users(during
steering
expansion)
Upgrade Client Automatically - Enabled Enabled Enabled
Golden Release - Opt-in dot upgrade(Client Version > R80)

Allow Disabling of Client Enabled Enabled Disabled

Hide Client Icon on system tray Disabled Disabled Disabled

Uninstall Client Automatically Disabled Disabled Disabled

Password Protection for uninstall & service stop Disabled Enabled Enabled

Enable DTLS Enabled Enabled Enabled

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User Client Configuration
Configuration Option Description

Upgrade Client Automatically - Clients will automatically to the selected client release

Allow Disabling of Client Provides the ability for the end user to disable/enable the client at will

Hide Client Icon on system tray Disabled by default. Users can see the client icon on the system tray. If
enabled, users will not see the Netskope client icon in the system tray.
Administrators can choose this option so the icon is not visible to the users.
Uninstall Client Automatically Client is automatically uninstalled when the user is deleted manually from
the UI or deleted from AD Importer.

Password Protection for uninstall & Administrator can add a password to prevent users from uninstalling client
service stop or stopping the service if a user has local admin rights on the system
Enable DTLS TCP over TCP inherently slows the overall flow performance if network has
high latency and packet drops. In order to overcome TCP over TCP
problem, DTLS tunnel (UDP tunnel) (UDP over TCP) should be enabled.

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Best Practice Policies
2020 © Netskope Confidential. All rights reserved.
 TSM

Best Practice Policies - Structuring Real-Time

Threat protection policies should block high risk behaviors, such as downloading malware or
uploading sensitive data to an unsanctioned application. More broad access control policies should be
towards the bottom of the policy. More specific to less specific
1. Threat Protection (High risk)
2. Utility Policies
3. RBI Threat
4. CASB (Activity Oriented)
5. Web(Category Based) Utility
6. NPA
RBI
● Allow list business critical applications
● Block list predefined high risk CASB
categories and IOCs.
Web
● Leverage the Netskope REST API to
maintain URL lists.
2021 © Netskope Confidential. All rights reserved. 12
Inline Policy Review
Policy Roll-Out Enablement:
- Documented AUP
Status: Operationalizing - Escalation/Exception process
Policy Suggestions:
Dependency: Steering Expansion - some policy cover may require web product
- Block Threat/Risk Categories
- Utility Policies
- Instance ID policies
- Allow Applications with
Sanctioned App Tag
- Block Applications with
Unsanctioned App Tag
- Block Low/Poor CCL Apps
- Block AUP(Acceptable Use
Policy) Category
- Silent Ad Block

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Support case guidance
Support Case template

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 Thank You!

JUMP START INTRO MEETING

16
Netskope Technical Success Manager Overview

Cadence Calls General Guidance Business Reviews

1 hour Varies 1 hour

5 meetings Ongoing Annual

Release updates Value Realization Plan

Best practices
Best practices CRA and Health Check
Workshops
How-to questions Customer roadmap

Executives
Administrators Anyone
Administrators

2021 © Netskope Confidential. All rights reserved. 17

Adoption Program Overview
Yearly
VRP Use
Jump Start Business Events
• Weekly meetings to Cases
Review
provide solid start
after Activation
Five one-hour Use case how-
CRA Office hours
TSM meetings to articles
• Easy-to-find
resources and
guidance Start adoption Health Check
Use case
Webinars
videos
• Self-serve content

• Events to listen and VRP

Establish use Customer Netskope
Workshop
participate cases road map events
webinars

Drive Recommen- Netskope Success

independence dations Resource Center

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Adoption Jump Start
Meeting 5
DLP &
Meeting 4 Reporting
Client
Meeting 3 Troubleshooting
Steering and & Configurations
Meeting 2 Bypass:
Fundamentals Policies best
VRP Workshop
Meeting 1 & Best practices
Getting started Practices
Getting
scheduled

Scheduling Scheduling Scheduling Scheduling

Today
today today today today

JUMP START INTRO MEETING

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Engaging Support and Escalation
Ticketing Contact Escalation

Opening a new ticket Support Portal: Reasons to Escalate:

• Use provided support templat support.netskope.com 1. Business impact
es to open tickets 2. Production is blocked
• Set appropriate priority based Email: [email protected] 3. SLA breached
on SLAs
• Provide details of the Telephone: Support Escalation
business impact • USA: +1 (800) 685-2098 [email protected]
Support Portal • Australia: 18-0050-5486
• New support accounts can be • Germany: 080-0231-1111
created by opening a ticket • India: 00080-0100-4400
Support SLA • Netherlands: 080-0022-4983
• Singapore: 80-0130-2191
• UK: 080-0098-8865

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tory Online Technical Training (N
use cases • Change Notifications SCIOTT)
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