---
title: ZIA Troubleshooting Using ZIA Analytics
description: 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 Ins
---

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# 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](https://trust.zscaler.com)
- Test URL: [https://ip.zscaler.com](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](https://ip.zscaler.com).
   
   ![](https://securedynamics.net/hs-fs/hubfs/image-png-May-20-2025-10-47-17-2648-AM.png?width=1336&height=435&name=image-png-May-20-2025-10-47-17-2648-AM.png)
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**
> 
> **![](https://securedynamics.net/hs-fs/hubfs/image-png-May-20-2025-10-48-57-7335-AM.png?width=919&height=811&name=image-png-May-20-2025-10-48-57-7335-AM.png)**

- 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**
> 
> **![](https://securedynamics.net/hs-fs/hubfs/image-png-May-20-2025-10-52-53-7579-AM.png?width=621&height=687&name=image-png-May-20-2025-10-52-53-7579-AM.png)**

- 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**
> 
> **![](https://securedynamics.net/hs-fs/hubfs/image-png-May-20-2025-10-53-40-9115-AM.png?width=391&height=736&name=image-png-May-20-2025-10-53-40-9115-AM.png)**

Use this to:

- Check outbound port blocks
- Identify IPS/Geo-IP rules blocking traffic
- Investigate dropped or denied connections

---

#### 🔁 Common Scenarios and Analytics Application

| Issue | Tool | Diagnosis Tips |
| --- | --- | --- |
| **No Internet Access** | ip.zscaler.com, DNS tools, Analyzer | Validate PAC/GRE/IPSec; Check DNS & client routing |
| **Website Load Failures** | Web Insights, Header Traces | Check for inspection blocks, missing segments |
| **Slow Access** | MTR, Webload, Packet Capture | Confirm latency at hops or retransmissions |
| **Authentication Errors** | Web Insights, SAML logs | Check IdP certs, SAML config, user provisioning |

 

---

#### 📚 Additional Resources

- 🔗 [SecureDynamics Support](https://cm360.securedynamics.net/support?hsLang=en)

---

#### ✅ Summary

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

- [FAQs](https://securedynamics.net/kb/faqs?hsLang=en)
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    - [Zscaler Client Connector](https://securedynamics.net/kb/troubleshooting?hsLang=en#zscaler-client-connector)
- [Support](https://securedynamics.net/kb/support?hsLang=en)
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- [Licensing](https://securedynamics.net/kb/licensing?hsLang=en#main-content)

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