Skip to main content

Troubleshooting Issues based on Zscaler Symptom

Hannah Johnson
  • Updated

My Okta apps / tiles are locked, and I’m unable to access things through Okta.

Let's verify your Zscaler Status:

  1. Click the Zscaler Icon :zscaler: (macOS top right, Windows bottom left) and select to Open.
  2. Ensure Internet Security is ON.
  3. Open a new tab to https://samsara.okta.com and validate success.
  4. Are you connected to a guest/client network that could be blocking zscaler? - This is worth mentioning to BizTech if submitting a ticket. 
  5. Confirm your system isn't behind on Updates:
    • Mac: System Preferences > Software Update icon > Install any pending operating system updates
    • Windows: Start button > Settings > Update & Security > Windows Update > Install any updates that are available, and reboot your computer when prompted.

      NOTE: only perform step #6 when using a home or office network, doing so for guest wifi/public wifi can cause them to not work properly: 
    1. Open System Settings and go to Network.
    2. Select your active/connected Wi‑Fi connection and click Details.
    3. Scroll down to DNS.
    4. Click the + button and add these servers:
    5. 8.8.8.8
    6. 1.1.1.1
    7. Remove any IPv6 DNS entries if you see them listed.
    8. Click OK and then Apply to save changes.
    9. Open Terminal and run this command to clear the DNS cache:
    "sudo dscacheutil -flushcache"; "sudo killall -HUP mDNSResponder"
    After this, reconnect to Wi‑Fi and test browsing again. This should bypass the failing DNS resolvers and restore connectivity.
  7. In Zscaler client connector -> "more" tab -> Start Packet Capture
  8. Reproduce the issue (i.e try to reach the failing app) - notate time of when you reproduced issue at. 
  9. In Zscaler client connector -> "more" tab -> Stop Packet Capture
  10. In Zscaler client connector -> "more" tab -> Export Logs 
  11. Have logs ready to submit to #help-biztech if following steps do not work. 
    1. Last, try restarting your computer.
    2. Then open Chrome and go to https://samsara.okta.com and sign in. Your Okta browser plug in should work once you log into the okta homepage again. If you still require assistance, check in at #help-biztech. - They will likely need to add you to the Okta exceptions bypass group until we can review logs more in depth. 

My Zscaler Private Access shows "connection error"

  1. In Zscaler client connector -> "more" tab -> Start Packet Capture
  2. Reproduce the issue (i.e try to reach the failing app) - notate time of when you reproduced issue at. 
  3. In Zscaler client connector -> "more" tab -> Stop Packet Capture
  4. In Zscaler client connector -> "more" tab -> Export Logs 
  5. Have logs ready to submit to #help-biztech if following steps do not work. 
    1. reboot your device, if issue persists move on to the next step
    2. request a logout OTP from Biztech
    3. you will need to click "logout"
    4. log back in
    5. your Private Access Tab should show service status "ON"

My Zscaler shows a red exclamation ! error

  1. In Zscaler client connector -> "more" tab -> Start Packet Capture
  2. Reproduce the issue (i.e try to reach the failing app) - notate time of when you reproduced issue at. 
  3. In Zscaler client connector -> "more" tab -> Stop Packet Capture
  4. In Zscaler client connector -> "more" tab -> Export Logs 
  5. Have logs ready to submit to #help-biztech if following steps do not work. 
    1. reboot your device, if issue persists move on to the next step
    2. request a logout OTP from Biztech
    3. you will need to click "logout"
    4. log back in
    5. Check to see if the error went away

My Okta Chrome browser plug-in extension is not working, and says, "You don't have access to the Okta Browser Plugin"

Let's verify your Zscaler Status:

  1. Navigate to samsara.okta.com (Can you access?) 
  2. Check the plug in again, if issue persists please continue:
  3. Click the Zscaler Icon :zscaler: (macOS top right, Windows bottom left) and select to Open.
  4. Ensure Internet Security is ON.
  5. If status is Authentication Error, click Register and enter your Okta Credentials.
  6. Open a new tab to https://samsara.okta.com and validate success.
  7. Confirm your system isn't behind on Updates:
    • Mac: System Preferences > Software Update icon > Install any pending operating system updates
    • Windows: Start button > Settings > Update & Security > Windows Update > Install any updates that are available, and reboot your computer when prompted.
  8. In Zscaler client connector -> "more" tab -> Start Packet Capture
  9. Reproduce the issue (i.e try to reach the failing app) - notate time of when you reproduced issue at. 
  10. In Zscaler client connector -> "more" tab -> Stop Packet Capture
  11. In Zscaler client connector -> "more" tab -> Export Logs 
  12. Have logs ready to submit to #help-biztech if following steps do not work. 
    1. Last, try restarting your computer.
    2. Then open Chrome and go to https://samsara.okta.com and sign in. Your Okta browser plug in should work once you log into the okta homepage again. If you still require assistance, check in at #help-biztech. 

I'm unable to connect to the internet.  

Let's verify your Zscaler Status:

  1. Click the Zscaler Icon :zscaler: (macOS top right, Windows bottom left) and select to Open.
  2. Is there any specific error for Service Status?  If status is not showing ON, continue below.
  3. For Network Error, confirm your machine is actually connected to your Wi-Fi Network.
  4. For Connection Error, confirm your ISP is working with another device.  Reboot your router or try forgetting this network and reconnecting from scratch.
  5. In Zscaler client connector -> "more" tab -> Start Packet Capture
  6. Reproduce the issue (i.e try to reach the failing app) - notate time of when you reproduced issue at. 
  7. In Zscaler client connector -> "more" tab -> Stop Packet Capture
  8. In Zscaler client connector -> "more" tab -> Export Logs 
  9. Have logs ready to submit to #help-biztech if following steps do not work. 
    1. Last, try restarting your computer. If you still require assistance, check in at #help-biztech.

I'm traveling and unable to access the internet.  

⚠️ Check this first: Airline Wi-Fi almost always works "one device at a time." If your laptop won't connect, make sure you paid for/signed into the Wi-Fi on your laptop specifically — being connected on your phone doesn't count. This is the #1 cause of "no internet" while flying and is not a Zscaler issue. Ensure WiFi is disabled on your phone, and only connect with your laptop. This is addressed in the FAQ pages for various airlines. 

If Wi-Fi is confirmed working on your laptop and you're still having trouble, verify your Zscaler status:

  1. Click the Zscaler icon (macOS top right, Windows bottom left) and select Open.
  2. Check the Service Status. If it's not showing ON, continue below.
  3. Network Error → confirm your machine is actually connected to your Wi-Fi network.
  4. Connection Error → confirm your ISP works via your phone. Consider a mobile hotspot as a test.
  5. Captive Portal Detected → visit http://captive.apple.com and acknowledge the portal, or "forget this network" and reconnect. Make sure you haven't set a custom DNS — that will break captive portal detection.

If none of the above resolves it:

  1. In Zscaler Client Connector → More tab → Start Packet Capture.
  2. Reproduce the issue (try to reach the failing app) — note the time you reproduced it.
  3. In Zscaler Client Connector → More tab → Stop Packet Capture.
  4. In Zscaler Client Connector → More tab → Export Logs.
  5. Restart your computer and try once more.

Still stuck? Post in #help-biztech with your exported logs and the timestamp from step 7.

 

Related articles

Comments

0 comments

Article is closed for comments.

Powered by Zendesk