Troubleshooting Basics (EDU-260)

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• Introduction to Troubleshooting
• Logical Approach to Troubleshooting
• Troubleshooting Process
• Troubleshooting Flow

• Troubleshooting Tools
• Zscaler Client Connector Packet Capture
• Zscaler Client Connector Logs
• Understanding the Zscaler Client Connector Logs
• Troubleshooting SAML Authentication Issues

• Three Primary Resources
• Navigate to the Self-Help Options
• Zscaler Self-Help Service Options Simulation

• What to Do Next
• Customer Support Services Demonstration
   

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• Authentication Overview
• Authentication Issues: Troubleshooting Flow
• Troubleshooting Common Issues Related to Authentication
• Cookie-Based Authentication Issue

• Traffic Forwarding Overview
• Traffic Forwarding Troubleshooting Flow
• Troubleshooting Common Issues Related to Traffic Forwarding
• Internet Access Issues
• Website/Application Access Issues
• Performance Issues
• Performance Issues: Things to Remember

• Policy Setting and Assignment Overview
• Policy Settings & Assignment Troubleshooting Flow
• Troubleshooting Common Issues Related to Policy Settings & Assignment

• Security Services Overview
• Security Services Troubleshooting Flow
• Troubleshooting Common Issues Related to Security Services

• Zscaler Data Protection Overview
• Data Protection Issues Troubleshooting Flow
• Troubleshooting Common Issues Related to Data Protection

• Digital Experience Overview
• Digital Experience: Key Features & Benefits
• Digital Experience Issues Troubleshooting Flow
• Troubleshooting Common Issues Related to Digital Experience

• Overview of Nanolog Streaming Service (NSS)
• Log Streaming
• VM-Based NSS
• Cloud NSS
• VM-Based NSS vs. Cloud NSS
• Log Collection
• What Happens If the NSS Goes Down?
• NSS Issues

• Virtual Service Edges (VSE) Overview
• Virtual Service Edge
• Benefits of Virtual Service Edge
• Private Service Edges vs. Virtual Service Edges
• Troubleshooting Common Issues Related to Virtual Service Edge

• Test Connectivity to Zero Trust Exchange
• Deploying the Zscaler Client Connector
• Troubleshooting SAML Authentication
• Zscaler Client Connector: Authentication
• View the Log Within the Zscaler Client Connector and Connectivity to the Zero Trust Exchange
• Deploy and Inspect SSL Certificates
• ZIA Connectivity and Logs
• Zscaler Private Access (ZPA): DNS and Connectivity
• ZPA: Active Directory DNS
• ZPA: Support and Diagnostics logs
• Zscaler Client Connector Exporting Logs and Packet Captures

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• Common App Connector Issues
• Performance Issues
• Zscaler Client Connector Log

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Troubleshooting Methodology (EDU - 260) e-learning 

Learn the key skills that will equip you to troubleshoot issues by leveraging Zscaler's best practices and tools, self-help options, and support services.

The lab environment is designed to carry out exercises provided in your lab guide. Your lab environment contains the resources needed to test secure user access to the internet through the Zero Trust Exchange. Your virtual lab environment will start with:

• A virtual PC for use in troubleshooting and testing as an end user
• Login credentials for the user and admin accounts you’ll need
• A lab guide with a set of exercises to guide your learning

2.75 hours

Self-Guided Lab

Complete all lab exercises

EN

US$300 (1 credit)

Troubleshooting Use Cases (EDU-260) e-learning 

Practice the skills you gained in your e-learning to increase proficiency in basic troubleshooting flow with Zscaler's recommended troubleshooting processes and tools available to drill down to the root cause of some common issues.

The lab exercise will help you verify the configuration of platform services, security services, data protection and management/logging services of Zscaler Zero Trust Exchange post setup of passing traffic securely while resolving some common use cases at a Level 1 support perspective.

3.22 hours

Hands-on lab

Complete all lab exercises

EN

US$300 (1 credit)

• Lab Description and Scenario
• Lab Setup
• Lab Topology
• Virtual Lab Networking
• Lab Access Information

• Task 1.1: Test Your Lab Access and Start Your Environment
• Task 1.2: Join the Corp: Client PC to the Student FQDN on Azure Active Directory
• Task 1.3: Test Zscaler Cyber Academy Portal SSO Access
• Task 1.4: Download Client Connector Installation Package for Testing
• Task 1.5: Install Client Connector with CLI Options

•  Task 2.1: Check Client Connectivity to the Zero Trust Exchange
• Task 2.2: Check ZIA Authentication
• Task 2.3: Check ZPA Authentication
• Task 2.4: Check Zscaler Client Connector Connectivity
• Task 2.5: Check the Internet Access Policy
• Task 2.6: Check Zscaler Connectivity
• Task 2.7: View Support & Diagnose Logs
• Task 2.8: Export Logs and Capture Packets at Zscaler Client Connector

• Lab Description and Scenario
• Lab Setup
• Lab Topology
• Lab Access Information

• Task 1.1: Test Your Lab Access and Start Your Environment
• Accessing the Lab Environment
• Lab Resources and Login Credentials

• Task 2.1: Check Client Connectivity to the Zero Trust Exchange
• Task 2.2: Download Client Connector Installation Package for Testing
• Task 2.3: Install Client Connector with CLI Options
• Task 2.4: Troubleshoot ZIA Authentication
• Task 2.5: Troubleshoot ZPA Authentication

• Task 3.1: Check Traffic Forwarding
• Task 3.2: Use Additional Tools to Check Traffic Forwardin

• Task 4.1: Check SSL Inspection Policy & Certificate Settings
• Task 4.2: Check ZIA Access Policy Settings
• Task 4.3: Check ZPA Access Policy Settings

• Task 5.1: View Threat Protection Configurations & Risk Reports
• Task 5.1: Check Sandbox Configuration
• Task 5.3: Check URL/Cloud App Isolate Control Policies
• Task 5.4: Inspect Non-web Traffic Blocking by Default Firewall Block
• Task 5.5: Blocking QUIC Traffic as a Network Service
• Task 5.6: Blocking Access to Restricted Sites with DNS Controls

• Task 6.1: Review DLP Configurations
• Task 6.2: Verify DLP Rule Enforcement
• Task 6.3: Check File Type and Context Policy Enforcement
• Task 6.4: View Block Action Web Log Record
• Task 6.5: View Predefined Dictionaries
• Task 6.6: View Custom Dictionaries - Regex and Phrases
• Task 6.7: View Predefined and Custom DLP Engines

• Task 7.1: Checking Zscaler Client Connector
• Task 7.2: View User ZDX Score for an Application
• Task 7.3: Analyze Poor ZDX Score Interval
• Task 7.4: Compare Poor ZDX Score to Last Known Good Score
• Task 7.5: Isolate High Latency Hop
• Task 7.6: View User Device Events Associated With ZDX Score Changes
• Task 7.7: Generate Report Snapshot & Copy Snapshot URL

Task 8.1: Check NSS Servers and NSS Feeds Configuration

Troubleshooting Methodology (EDU-260) e-learning

45 minutes

17 multiple-choice questions

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N/A

Troubleshooting Use Cases (EDU-260) e-learning

60 minutes

32 multiple-choice questions

EN

US$300 (1 credit)