ZIA Troubleshooting Using ZIA Analytics

📌 Purpose

This article guides using ZIA Analytics for effective troubleshooting of common Zscaler Internet Access (ZIA) issues. It focuses on leveraging ZIA’s built-in diagnostics, such as Web Insights, SSL Inspection Logs, Firewall Logs, and HTTP header traces.

🧰 Prerequisites

• Admin access to the ZIA Admin Portal

• Familiarity with Client Connector, PAC files, and Service Edges

• Access to Zscaler Trust Portal: https://trust.zscaler.com

• Test URL: https://ip.zscaler.com

🔎 Step-by-Step Troubleshooting Using ZIA Analytics

1. ✅ Confirm ZIA Service Status

1. Ask the end user to visit https://ip.zscaler.com.

   

2. Check that:

   • Service Status is ON in ZCC

   • Correct Data Center (ZEN) is used

   • Client details and authentication are shown

If no ZIA service is shown, verify:

• Traffic is forwarded via PAC, GRE/IPSec, or ZCC

• No local network or DNS issues.

2. 📊 Use Web Insights to Identify Policy and Access Issues

Go to:

ZIA Admin Portal → Analytics → Web Insights

• Filter by user, timestamp, and destination

• Look for:

  • Blocked requests

  • SSL errors

  • Inspection errors

• Common error reasons: "Blocked due to SSL decryption failure", "URL Category block", "Unencryptable traffic"

Fix: Create SSL bypass rules or review Access/URL filtering policies.

3. 🔐 Use SSL Inspection

Check:

Policy → SSL Inspection

• Ensure rules cover authentication and critical business apps

• Look for unintended “Do Not Inspect” entries

• Use HTTP Header capture from browser dev tools (Ctrl+Shift+I → Network tab) to verify inspection results.

4. 🌐 Use Firewall Insights for Connectivity Blocks

Go to:

Analytics → Firewall Insights

Use this to:

• Check outbound port blocks

• Identify IPS/Geo-IP rules blocking traffic

• Investigate dropped or denied connections

🔁 Common Scenarios and Analytics Application

📚 Additional Resources 

• 🔗 SecureDynamics Support

✅ Summary

Using ZIA Analytics tools effectively speeds up issue resolution by pinpointing exact failure points in traffic flow, authentication, or policy enforcement.