Authentication and Login Issues
Invalid Email Address
Error Message: "Email Address is not valid. Contact support if you have any further questions."
Resolution:
In the ZIA Admin Portal, ensure that the user exists.
Confirm that the user is assigned a role with permission to access the Executive Insights App.
Invalid Email Entry
Error Message: "You have entered an invalid email. Please try again."
Resolution:
The user must enter their correct email address.
Missing Confirmation Code Email
Issue: The user is waiting for the confirmation code but has not received an email.
Resolution:
Check if the countdown timer "Resend in XX seconds" has started.
If the timer is active, it means the email was sent successfully.
Ask the user to check their spam/junk folder.
Click "Resend Code" and wait for the new email.
Invalid Confirmation Code
Error Message: "Validation failed. Please re-enter the correct confirmation code or have a new one sent."
Resolution:
Verify that the confirmation code entered is correct.
Click "Resend Code" to generate a new confirmation code.
Avoid generating multiple codes quickly, as it may cause confusion.
Contact IT Admin for Access
Error Message: "Contact your IT admin to provide you access to a tenant."
Resolution:
In the ZIA Admin Portal, check that the user:
Exists in the system.
Has the appropriate role with access permissions for the Executive Insights App.
Stuck on Select Tenant Screen
Issue: The user logs in but cannot see their tenant organization.
Resolution:
In the ZIA Admin Portal, ensure the user exists and has the necessary role for tenant access.
Connectivity and Network Problems
No Internet Connection
Error Message: "No internet connection. Make sure Wi-Fi or cellular data is turned on. Then try again."
Resolution:
Ensure that the device has an active internet connection.
OTP Connection Issue
Error Message: "Connection issue detected. Please check your network connection. If you are using Zscaler Client Connector, ensure you're successfully authenticated for Private Access."
Resolution:
If using Zscaler Client Connector, ensure Private Access is turned on and authentication is valid.
Error Loading Screens or Widgets
Issue: A loading error appears on screens and widgets.
Resolution:
Verify network connectivity.
Ensure Zscaler Client Connector is enabled with valid authentication.
Poor App Performance
Issue: Long loading times after successful login.
Resolution:
Ensure a stable network connection.
If using Zscaler Client Connector, verify that authentication has not expired.
Clear app data and restart the app.
The app prefetches data at startup; performance should improve after this process.
Data Visibility and Accuracy
No Data in Widgets
Error Message: "No Data"
Resolution:
Try changing the filters (e.g., Last 7 Days, Last 14 Days).
If no data appears, it may not be available for that tenant in the selected time range.
Wrong Data in Widgets
Issue: Data does not match ZIA, ZPA, or ZDX admin portals.
Resolution:
Verify the correct tenant selection on the Profile screen.
Clear app data and restart.
Ensure the app is not in Demo mode.
Stale Data in Widgets
Issue: The app does not show the latest data.
Resolution:
Close and restart the app to fetch the latest data.
Note that Executive Insights App refreshes data once per day.
Stale Data Timing Discrepancies
Issue: Older data appears instead of the previous day's data.
Resolution:
Data refreshes at 00:00 UTC; users in UTC+ time zones might experience a delay.
Processing time may add additional delay.
Missing Time Range Selection
Issue: Time Range selection is not available in some screens.
Resolution:
ZDX and Risk360 products only support current data and fixed time ranges.
Subscription and Access Control
Subscription Required Message
Issue: Some widgets show "Subscription Required" instead of data.
Resolution:
Check ZDX subscription details on the Profile screen.
Demo Mode on Risk360 Screen
Issue: No data appears on Risk360, only the Demo mode option is available.
Resolution:
The tenant must be provisioned on Risk360 before actual data is displayed.
App Functionality Issues
Sandbox Threat Widget Behavior
Issue: The month selection is not always available.
Resolution:
Sandbox threats are aggregated monthly. The latest available data is from the previous month.
Some months may not appear if no threats were detected.
Stuck on Loader for an Extended Time
Issue: After login, the user cannot select a tenant, and an error appears.
Resolution:
Ensure stable network connectivity.
If using Zscaler Client Connector, ensure Private Access is on and authentication is valid.
Retry selecting the tenant.
Content and Guidance Issues
Unclear Content on Screens
Issue: Data displayed is not understandable.
Resolution:
Refer to official documentation for guidance.
Outdated News Content
Issue: Latest news is not displayed.
Resolution:
News updates are published periodically on official Zscaler communication channels.
Call-to-Action Items Not Fully Covered
Issue: Threats in the "For You" section show "Partially Covered" or "Not Covered".
Resolution:
Contact the Zscaler Account team for an assessment and recommended solutions.