Troubleshooting Basics (EDU-260)

Level 1 support and administrator group

COURSE SUMMARY

This course aims to provide the knowledge required to effectively troubleshoot level one issues. You’ll learn to follow the troubleshooting process; get an overview of fundamental troubleshooting tools, self-help options, and guided assistance from Zscaler; and learn to troubleshoot common issues.

Learning Outcomes

Review zscalers troubleshooting processes
Review Zscaler's troubleshooting processes
Explain zscalers troubleshooting tools
Explain Zscaler's troubleshooting tools
Discuss the self help support options offered by zscaler
Discuss the self-help support options offered by Zscaler
Identify how to get the help you need
Identify how to get the help you need
Recognize Zscaler's customer support services and touch points
Recognize Zscaler customer support services and touch points
Trouble shooting flow
Discuss a typical troubleshooting flow for each of the Zscaler best practices
Analyse common issues
Analyze how to troubleshoot common issues by utilizing Zscaler processes and tools

Course outline

Troubleshooting Methodology

Introduction to Troubleshooting 

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Troubleshooting Process

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

Troubleshooting Tools

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

Self-Help Service Options

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

Getting the Help You Need

  • What to Do Next
  • Customer Support Services Demonstration
     

Zscaler Support Services

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Recap

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Troubleshooting Use Cases

Introduction

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Troubleshooting Overview

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Authentication

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

Traffic Forwarding

  • 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 Settings & Assignment

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

Security Services

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

Data Protection

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

Digital Experience

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

Nanolog Streaming Service

  • 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 Edge

  • 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

Troubleshooting Common Issues Demonstration

  • 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

Appendices

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Useful Troubleshooting Tips

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

Recap

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Hands-on Lab Details

Troubleshooting Methodology

Prerequisites

Troubleshooting Methodology (EDU - 260) e-learning 

Proficiency

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.

Description

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

Duration

2.75 hours

Type

Self-Guided Lab

Completion criteria

Complete all lab exercises

Available language(s) 

EN

Price per seat

US$300 (1 credit)

Troubleshooting Use Cases

Prerequisites 

Troubleshooting Use Cases (EDU-260) e-learning 

Proficiency

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.

Description 

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.

Duration

3.22 hours

Type

Hands-on lab

Completion criteria 

Complete all lab exercises

Available language(s)

EN

Price per seat

US$300 (1 credit)

Hands-on Lab Outline

Troubleshooting Methodology

About the Troubleshooting Methodology – Hands-on Lab

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

Lab 1: Connecting to the Virtual Lab

  • 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

Lab 2: Troubleshooting  

  •  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

Troubleshooting Use Cases

About the Troubleshooting Use Cases (EDU-260) Hands-on Lab

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

Lab 1: Connecting to the Virtual Lab

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

Lab 2: Troubleshooting Authentication

  • 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

Lab 3: Troubleshooting Traffic Forwarding

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

Lab 4: Troubleshooting Policy Settings & Assignment

  • 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

Lab 5: Troubleshooting Security Services

  • 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

Lab 6: Troubleshooting Data Protection Services

  • 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

Lab 7: Troubleshooting User Experience Issues with Zscaler Digital Experience (ZDX)

  • 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

Lab 8: Troubleshooting Nanolog Streaming Service (NSS)

Task 8.1: Check NSS Servers and NSS Feeds Configuration

Test Details

Troubleshooting Methodology

Prerequisites

Troubleshooting Methodology (EDU-260) e-learning

Duration

45 minutes

Test format

17 multiple-choice questions

Available language(s)

EN

Price per attempt

N/A

Troubleshooting Use Cases

Prerequisites

Troubleshooting Use Cases (EDU-260) e-learning

Duration

60 minutes

Test format 

32 multiple-choice questions

Available language(s) 

EN

Price per attempt 

US$300 (1 credit)