Exporting Logs from Zscaler Client Connector with Packet Captures

Overview

This article provides step-by-step instructions on how to export logs from the Zscaler Client Connector (ZCC) for troubleshooting and analysis.

Prerequisites

• Administrator or user access to the endpoint running the Zscaler Client Connector.
• Installed Zscaler Client Connector (ZCC) application.
• Internet connectivity.

Exporting Logs

Note: Before reproducing the issue click on the clear logs from More button to clear the history of logs from Zscaler client and to collect the fresh logs. 

To export logs and perform a packet capture using the Zscaler Client Connector, follow these steps:

1. Enabling Packet Capture:

Initiate a packet capture to record network traffic during an issue:

• For Windows:
  
  1. Open the Zscaler Client Connector application.
  2. Navigate to the 'More' section.
  3. Click on 'Start Packet Capture' before reproducing the issue.
  4. After the issue occurs, return to the same section and click 'Stop Packet Capture'.
• For macOS:
  
  1. Open the Zscaler Client Connector application.
  2. Go to the 'More' section.
  3. Select 'Start Packet Capture' prior to reproducing the issue.
  4. Once the issue has been reproduced, click 'Stop Packet Capture'.

The packet capture files are saved in the following locations:

• Windows: %ProgramData%\Zscaler\log-<random_numbers>
• macOS: /Library/Application Support/com.zscaler.Zscaler

These files typically have names like CaptureAdapters_<timestamp>.pcap and CaptureLWF_<timestamp>.pcap.

2. Exporting Logs

Method 1: Using the Zscaler Client Connector UI

1. Open Zscaler Client Connector:
   • Click on the ZCC icon in the system tray (Windows) or the menu bar (Mac).
2. Access the Support Tab:
   • Click on the More button (three dots) in the top-right corner.
   • Select Support.
3. Generate Logs:
   • Click on Collect/Export Logs.
   • Wait for the process to complete. This may take a few minutes.
4. Save and Export:
   • Once the logs are collected, a ZIP file containing the logs will be generated.
   • Choose a destination folder and save the file.

Method 2: Using Command Line (Windows)

1. Open Command Prompt as an Administrator.
2. Run the following command to collect logs:
   "C:\Program Files (x86)\Zscaler\Zscaler\ZscalerSupportTool.exe" /log
3. The logs will be collected and saved in a ZIP file within the default log directory.

Method 3: Using Command Line (Mac)

1. Open Terminal.
2. Execute the following command:
   /Applications/Zscaler/ZscalerSupportTool.app/Contents/MacOS/ZscalerSupportTool --log
3. The logs will be collected and saved in a ZIP file.

Uploading Logs to SecureDynamics ticketing tool

Follow below link to open an ticket with us and to upload the logs

Submit Case