Troubleshooting

This page contains a list of common errors and known issues encountered while integrating Zscaler with Zluri, and instructions on how to fix them.

If your issue isn’t mentioned here, feel free to submit a ticket or contact us directly at [email protected].

This error occurs when connecting Zscaler to Zluri with incorrect authentication credentials.

To resolve this error:

Verify your API Key:
- Log into your Zscaler account
- Navigate to Administration → Cloud Service API Key Security
- Ensure you're copying the correct API key without any extra characters or spaces
Check your Username and Password:
- Use the same credentials you use to log into your Zscaler account
- Ensure there are no typos in the username or password
- Verify that your account is active and not locked
Verify the Subdomain:
- Use your Zscaler Cloud name as the subdomain
- Ensure the subdomain format is correct (without "https://" or additional paths)

After verifying all credentials, try to connect the integration again.

This error occurs when the authentication credentials used to connect Zscaler to Zluri have become invalid after a successful connection.

To resolve this error:

Generate a new API Key:
- Log into your Zscaler account
- Navigate to Administration → Cloud Service API Key Security
- Generate a new API key to replace the expired one
Verify User Account Status:
- Ensure the user account is still active and hasn't been disabled
- Check that the password hasn't been changed or expired
- Consider creating a dedicated service user for the integration
Reconnect the Integration:
- Use the new API key and verified credentials
- Follow the connection steps in the Zscaler integration guide

This error occurs when the Zscaler user does not have the necessary privileges to connect to Zluri.

To resolve this error:

Check User Role:
- Ensure the user has Administrator or Super Admin privileges in Zscaler
- Verify that the user has API access permissions enabled
Update Permissions:
- Contact your Zscaler administrator to assign the necessary roles
- Ensure the user has permissions to access the required Zscaler APIs
Alternative Solution:
- Use a different user account with appropriate administrative privileges
- Consider creating a dedicated service user with the required permissions

After updating the permissions, try to connect the integration again.

This error occurs when the Zscaler user who initially connected to Zluri has lost the required permissions.

To resolve this error:

Restore User Permissions:
- Contact your Zscaler administrator to restore the user's privileges
- Ensure the user has Administrator or Super Admin role
- Verify API access permissions are enabled
Check Account Status:
- Confirm the user account is still active
- Ensure the account hasn't been downgraded or restricted
Reconnect the Integration:
- After restoring permissions, reconnect the integration using the same user account
- Alternatively, use a different user with appropriate administrative privileges

This error occurs when connecting Zscaler to Zluri with an incorrect or improperly formatted subdomain.

To resolve this error:

Verify Subdomain Format:
- Use only your Zscaler Cloud name (e.g., "company" if your URL is company.zscalerthree.net)
- Do not include "https://", "zsapi.", or any additional paths
- Ensure there are no extra spaces or special characters
Find Your Correct Subdomain:
- Check your Zscaler login URL to identify the correct cloud name
- Common formats include: zscaler, zscalerone, zscalertwo, zscalerthree, etc.
- Contact your Zscaler administrator if you're unsure of the correct subdomain
Test Connectivity:
- Verify that you can access your Zscaler portal using the subdomain
- Ensure your network allows connections to the Zscaler API endpoints

After verifying the correct subdomain format, try to connect the integration again.

This error can occur during data synchronization if there are connectivity issues or if the subdomain configuration has changed.

To resolve this error:

Verify Current Subdomain:
- Confirm that your Zscaler subdomain hasn't changed
- Check with your Zscaler administrator about any recent configuration updates
Test API Connectivity:
- Ensure that the Zscaler API endpoints are accessible
- Verify that there are no network restrictions blocking API calls
Reconnect if Necessary:
- If the subdomain has changed, reconnect the integration with the updated subdomain
- Follow the connection steps in the Zscaler integration guide

This error occurs when connecting Zscaler with NSS log streaming enabled, but the specified AWS S3 bucket is incorrect or inaccessible.

To resolve this error:

Verify Bucket Name:
- Ensure the S3 bucket name is spelled correctly
- Check that the bucket exists in your AWS account
- Verify that the bucket is in the correct AWS region
Check Bucket Permissions:
- Ensure the bucket has the correct access policies configured
- Verify that Zscaler has the necessary permissions to write to the bucket
- Check AWS IAM roles and policies associated with the bucket
Validate Bucket Configuration:
- Confirm the bucket is properly configured for Zscaler NSS log streaming
- Ensure the bucket lifecycle policies don't conflict with log storage requirements

After verifying the bucket configuration, try to connect the integration again.

This error occurs during data synchronization when the AWS S3 bucket configured for NSS log streaming is no longer available.

To resolve this error:

Check Bucket Status:
- Verify if the S3 bucket still exists in your AWS account
- Check if the bucket was accidentally deleted or moved
Restore or Recreate Bucket:
- If deleted, recreate the S3 bucket with the same name and configuration
- Ensure proper permissions and policies are applied to the new bucket
- Configure the bucket for Zscaler NSS log streaming
Update Integration Settings:
- If you need to use a different bucket, update the integration configuration
- Reconnect the integration with the new bucket name
- Verify that Zscaler is properly configured to use the new bucket
Alternative Solution:
- If NSS log streaming is not required, consider disabling this scope during integration setup
- Contact your AWS administrator to resolve any bucket access issues

If your issue is not listed here, please contact Zluri support with the error details for further assistance.