Zscaler Client Export Logs for Troubleshooting

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Zscaler Troubleshooting - Exporting Logs and Capturing Packets

When reporting an issue with Zscaler on your computer, you may need to provide application logs and live packet captures to figure out how the issue is affecting your computer. Follow the instructions below to gather this information effectively so that we can help you resolve the problem quickly:

1. Exporting Zscaler Client Logs

When we determine that we need to contact Zscaler Support for issues on a user's computer, we need logs for troubleshooting, follow these steps:

For Windows:

  1. Open the Windows Search bar or press Win + R to open the Run dialog.
  2. Type %ProgramData%\Zscaler and press Enter.
  3. Locate all files, folders, and zip files with the modified date matching the date of the problem.
  4. Include these files in your report to IT.

For macOS:

  1. Navigate to:
    /Library/Application Support/com.zscaler.Zscaler
  2. Locate the files and folders with a modified date matching the issue date.
  3. Include these files in your report.

 

2. Capturing Packets During the Issue

Zscaler Support may also require live packet captures during the issue to diagnose network-related problems. Packet captures help identify network traffic patterns and potential issues.

How to Start a Packet Capture:

  1. Open the Zscaler app on your device.
  2. Navigate to More > Start Packet Capture.

Uploaded Image (Thumbnail)

Then go to "more" -> "start packet capture

Zscaler app packet capture
 

Example Use Case: If you're experiencing poor call quality in Microsoft Teams:

  • Start the packet capture while the issue is occurring.
  • Let the packet capture run for approximately 5 minutes.
  • Stop the capture and retrieve the files.

Packet Capture File Locations:

  • Windows: %ProgramData%\Zscaler\log-<random_numbers>
  • macOS: /Library/Application Support/com.zscaler.Zscaler

The packet capture files would look like this:

CaptureAdapters_2020-07-28-17-13-49.822349.pcap

CaptureLWF_2020-07-28-17-13-49.822349.pcap

Ensure you include both files in your report for a comprehensive analysis.

By providing both logs and packet capture files, you’ll help Zscaler Support effectively troubleshoot and resolve the issue.

 

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