ZScaler

Cloud security platform providing secure internet and web gateway protection.

Overview

ZScaler is our cloud-based security service that protects company devices when accessing the internet. It provides secure access, filters malicious content, and enforces security policies.

What ZScaler Provides

• Secure web gateway
• URL filtering and content inspection
• Threat protection and malware blocking
• Data loss prevention
• Cloud application security
• Secure remote access

Getting Started

Installation

Automatic Installation:

• ZScaler is typically installed automatically through Kandji (Mac) or other MDM
• You'll see ZScaler icon in menu bar/system tray once installed

Manual Installation:

1. Contact TechOps for installation package
2. Download and run installer
3. Follow installation wizard
4. Restart if prompted

Sign In

ZScaler usually signs in automatically using SSO:

1. Launch ZScaler app
2. Enter your work email if prompted
3. Complete SSO authentication through Okta
4. ZScaler icon appears in menu bar/system tray

Verify Connection

Check Status:

1. Click ZScaler icon in menu bar/system tray
2. Look for connected status
3. Green icon = Connected and protected
4. Red/Yellow icon = Issue needs attention

Using ZScaler

Normal Operation

ZScaler runs automatically in the background:

• Routes internet traffic through secure gateway
• Filters malicious websites and content
• Blocks unauthorized downloads
• Enforces company security policies
• Usually requires no user interaction

When Traveling

ZScaler While Roaming:

1. Keep ZScaler running at all times
2. Connects automatically on any network
3. Provides protection on public Wi-Fi
4. No configuration changes needed

Airplane Mode:

• ZScaler pauses automatically
• Resumes when network available

Accessing Blocked Sites

Site Blocked by Policy:

1. If site needed for work, contact TechOps
2. Provide URL and business justification
3. TechOps will review and whitelist if appropriate
4. Don't attempt to bypass security controls

Common Issues

ZScaler Won't Connect

Problem: ZScaler shows disconnected or error.

Solution:

1. Check internet connection
2. Restart ZScaler:
   • Click icon → Restart
   • Or quit and reopen application
3. Restart computer
4. Check Okta SSO is working
5. Contact TechOps if persists

Website Not Loading

Problem: Website won't open or loads incorrectly.

Solution:

1. Check if ZScaler blocked it (notification appears)
2. Try refreshing the page
3. Clear browser cache
4. Try different browser
5. If needed for work, request access through TechOps

"Certificate Error" or SSL Warnings

Problem: Browser shows certificate/security warnings.

Solution:

1. This is normal for ZScaler's SSL inspection
2. ZScaler certificate should be trusted automatically
3. If not trusted, contact TechOps
4. Don't bypass certificate warnings
5. TechOps will reinstall certificates if needed

Slow Internet Connection

Problem: Internet seems slower than usual.

Solution:

1. Check general internet speed (without VPN)
2. ZScaler adds minimal latency normally
3. Check status.zscaler.com for issues
4. Try different network if possible
5. Contact TechOps if consistently slow

Can't Download Files

Problem: File downloads are blocked.

Solution:

1. Check if file type is blocked by policy
2. Scan file with antivirus first if from untrusted source
3. Try downloading from official vendor site
4. Request exception from TechOps if needed for work
5. Use approved file sharing services

Best Practices

Security

• Keep ZScaler running at all times
• Don't disable or bypass ZScaler
• Report suspicious blocks to TechOps
• Use ZScaler on all networks (especially public Wi-Fi)
• Keep ZScaler app updated (usually automatic)

Troubleshooting

• Restart ZScaler before contacting support
• Note any error messages
• Check status.zscaler.com for outages
• Document sites that won't load
• Contact TechOps with specific details

Working Remotely

• ZScaler provides protection anywhere
• No additional VPN typically needed
• Same security as in-office
• Always keep running when working

Quick Reference

ZScaler Status Indicators

Icon	Meaning	Action
🟢 Green	Connected and protected	Normal operation
🟡 Yellow	Connecting or warning	Wait or check status
🔴 Red	Disconnected or error	Restart or contact TechOps
⚫ Grey	Disabled or stopped	Enable immediately

Common Blocked Categories

• Malware and phishing sites (always blocked)
• Adult content (always blocked)
• Illegal downloads (always blocked)
• Personal VPN services (blocked)
• Unapproved cloud storage (may be blocked)
• Social media (may be restricted)

Menu Bar Options

Option	Purpose
Status	Check connection status
Restart	Restart ZScaler service
About	View version information
Help	Access support resources

Requesting Access

To Request Site Access:

1. Note the exact URL being blocked
2. Contact TechOps via Slack #techops-support
3. Provide:
   • URL
   • Business justification
   • How frequently needed
4. TechOps reviews and approves if appropriate

Access Review:

• Security team reviews all requests
• Approval based on business need and risk
• Alternative solutions may be suggested
• Response typically within 24 hours

Official Resources

• ZScaler Status: status.zscaler.com
• Help Portal: help.zscaler.com
• Trust Center: trust.zscaler.com

Support

TechOps Team:

• Slack: #techops-support
• For connection issues, blocked sites, or installation problems

ZScaler Support:

• Available through TechOps
• Visit help.zscaler.com for documentation

Emergency Issues:

• If completely blocked from working, contact TechOps immediately
• Have device information ready
• Note error messages

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ZScaler is a critical security tool. Never disable or bypass it. Contact TechOps if you have connection issues.