What is the first step when experiencing internet access issues while using Zscaler?

The first step when experiencing internet access issues while using Zscaler is to localize the issue across multiple areas. This involves diagnosing the problem by determining whether the issue lies within the local network, with the Zscaler service, or on the device being used. By identifying where the problem originates, administrators can make informed decisions on how to proceed, whether it's adjusting settings, checking service status, or escalating to customer support.

Understanding the various points of failure is crucial in troubleshooting effectively. For instance, if the issue is determined to be localized to one specific device, it may require different troubleshooting steps than if it is affecting multiple users. This clear assessment helps to streamline the resolution process and minimizes unnecessary actions, such as reaching out to customer support prematurely.

Other options, such as updating application settings or contacting customer support without first diagnosing the issue, may lead to inefficiencies. Checking the Zscaler service status online can also be informative but should typically follow the initial step of localizing where the issue is occurring.