Client Connector
Zscaler Client Connector Errors
The tables below provide lists of error messages your user might see on Zscaler Client Connector while the app is in use:
- Cloud Authentication Error CodesClose
Error Code Error Message Error Description Resolution -1 Failed to Initialize Authentication: PAC Download Failed. This error occurs when the device fails to download the PAC file, which stops Zscaler Client Connector from authenticating the user. Check network connectivity.
It is likely that the device could not connect to the cloud when downloading the PAC file.
-2 Failed to Initialize Authentication: Invalid Custom PAC File. This error occurs when the device downloads an invalid PAC file. For example, the format of the PAC file is incorrect. Check the syntax of the arguments within the PAC file.
To learn more, see Best Practices for Writing PAC Files.-3 Failed to Initialize Authentication: VPN Detected. This error occurs if Zscaler Client Connector detects an active VPN on the device. Check the forwarding profile configuration. -4 Failed to Initialize Authentication: Authentication Disabled. This error occurs if your organization has not configured an authentication source. Check the Authentication Profile configuration. -5 Failed to Identify Authentication Service. This error occurs if Zscaler Client Connector cannot determine the configured authentication type. For example, differentiating between a Hosted Database user or an Active Directory user. Check the Authentication Profile configuration. -6 Failed to Authenticate: Login Failed. This error occurs when the user enters the incorrect credentials. Verify if the user’s credentials are correct. -7 Network Connection not Available. This error occurs when Zscaler Client Connector cannot find an active network on the device. Search for an active network.
If the device is connected to a network, try connecting to another network.
-8 Network Connection Failed. This error occurs when Zscaler Client Connector is unable to connect to the cloud. Check network connectivity.
Go to config.zscaler.com/<Zscaler Cloud Name> to check if you have connected to the Zscaler service.
Go to config.zscaler.com/<Zscaler Cloud Name>/zscaler-app and verify that the device can connect to the listed IP addresses.
To learn how to find your cloud name, see What Is My Cloud Name?-9 Internal Error: Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. -10 Internal Error: Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. -11 Failed to Authenticate, Credentials are not Valid. This error occurs when the user enters the incorrect credentials. Verify the user’s credentials. -13 DNS Resolution failed. This error occurs due to an issue with the hostname conversion to IP address. Verify that the correct DNS server is configured and that the DNS server is resolving the DNS queries correctly and on time.
Use packet capture for further analysis.
If the issue persists, export logs and contact Zscaler Support.
- Cloud Error Codes
Error Code Error Message Error Description Resolution 1 Zscaler Client Connector Internal Error, Please Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. 2 Zscaler Internet Security Authentication Error. This authentication error occurs when the user’s cookie is expired or is no longer valid. Have the user reauthenticate to Zscaler Client Connector.
If the issue persists, export logs and contact Zscaler Support.
3 Zscaler Internet Security Enrollment Version Error. This error occurs when the device runs a version that is not supported by the cloud. Upgrade to the latest version of Zscaler Client Connector. 4 Zscaler Internet Security Enrollment System Bad Timestamp Error, Please check the system time and ensure that it's accurate. This error occurs when there is a time mismatch between the device and the server. Check the system time and ensure that it is accurate. 5 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the device does not send its version to the cloud. Export logs and contact Zscaler Support. 6 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the device does not send a timestamp to the server. Export logs and contact Zscaler Support. 7 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 8 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the device does not send a cookie to the server. Export logs and contact Zscaler Support. 9 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 10 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 11 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 12 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the ZIA service is disabled for your organization.
This error also occurs if your organization has not subscribed to Zscaler Client Connector license.
Export logs and contact Zscaler Support. 13 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when a device with an invalid device type connects to the cloud. Export logs and contact Zscaler Support. 14 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 15 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 16 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the server is provided invalid device information. Export logs and contact Zscaler Support. 17 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the server is provided invalid device information. Export logs and contact Zscaler Support. 18 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the server is provided invalid device information. Export logs and contact Zscaler Support. 19 Zscaler Client Connector Internal Error, Please Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. 20 Zscaler Client Connector License not Subscribed. This error occurs when a device tries to connect to the cloud using an organization that does not exist. Export logs and contact Zscaler Support. 21 Zscaler Internet Security Enrollment Error - User has exceeded number of devices limit. This error occurs when the user tries to enroll more than 16 devices under one username. From the Zscaler Client Connector Portal, remove devices for that user.
To learn more, see Removing a Device if I Reach the Number of Devices Limit.22 Zscaler Client Connector License not Subscribed. This error occurs when the device attempts to connect to the cloud and your organization is not licensed or the status of your account is "Agreement Pending." Export logs and contact Zscaler Support. 23 Zscaler Client Connector Internal Error, Please Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. 24 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 25 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 26 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when the server is provided invalid device information. Export logs and contact Zscaler Support. 27 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when a device sends an invalid authentication token. Have the user reauthenticate to Zscaler Client Connector.
If the issue persists, export logs and contact Zscaler Support.
28 Zscaler Client Connector Internal Error, Please Contact Administrator. This error occurs when a device does not send an authentication token. Have the user reauthenticate to Zscaler Client Connector.
If the issue persists, export logs and contact Zscaler Support.
1000 Zscaler Client Connector License not Subscribed. This error occurs when the device attempts to connect to the cloud and your organization is not licensed or the organization does not exist. Export logs and contact Zscaler Support. 1001 Zscaler Client Connector License not Subscribed. This error occurs when the device attempts to connect to the cloud and your organization is not licensed or the organization does not exist. Export logs and contact Zscaler Support. 1002 Failed to Authenticate, Credentials are not Valid. This error occurs when the user enters the incorrect credentials. Verify if the user’s credentials are correct. 1003 Zscaler Client Connector Internal Error, Please Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. 1004 Zscaler Client Connector Internal Error, Please Contact Administrator. This is a generic error. Export logs and contact Zscaler Support. 1005 IdP Authentication Failed, Please Contact Administrator. This error occurs when the cloud receives an invalid SAML response. Verify the SAML configuration and check the SAML process end-to-end. 1006 Zscaler Client Connector Internal Error, Please Contact Administrator This is triggered when the cloud is unable to process the credentials provided. Export logs and contact Zscaler Support. 1007 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered by the cloud servers. Export logs and contact Zscaler Support. 1008 LDAP Authentication Failed, Please Contact Administrator. This error occurs when the Zscaler Authentication Bridge (ZAB) is not connected. Verify the LDAP configuration and ensure network connectivity. 1009 LDAP Authentication Failed, Please Contact Administrator. This is an internal error. Verify the LDAP configuration and ensure network connectivity. 1010 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered when the cloud is unable to process the credentials provided by the user. Verify the LDAP configuration and ensure that the credentials entered by the user are valid. 1011 Zscaler Client Connector Internal Error, Please Contact Administrator. This error is triggered when the cloud is unable to process the credentials provided by the user. Verify the LDAP configuration and ensure that the credentials entered by the user are valid. 1012 Failed to Authenticate, Please try again. This error occurs when user information cannot be found. Verify the user’s credentials. 1013 LDAP Authentication Failed, Please Contact Administrator. This error occurs when the user is not found or has been deleted. Verify the LDAP configuration and ensure network connectivity. 1014 LDAP Authentication Failed, Please Contact Administrator. This error occurs when LDAP services are down for the organization. Verify the LDAP configuration and ensure network connectivity. 1015 LDAP Authentication Failed, Please Contact Administrator. This error occurs when the Central Authority (CA) is not ready to authenticate. Verify the LDAP configuration and ensure network connectivity. 1016 LDAP Authentication Failed, Please Contact Administrator. This error is triggered when the cloud fails to communicate with LDAP. Verify the LDAP configuration and ensure network connectivity. 1017 LDAP Authentication Failed, Please Contact Administrator. This error is triggered when the cloud fails to communicate with LDAP. Verify the LDAP configuration and ensure network connectivity. 1018 LDAP Authentication Failed, Please Contact Administrator. This error is triggered when the cloud fails to communicate with LDAP. Verify the LDAP configuration and ensure network connectivity. 1019 Failed to Authenticate, Credentials are not Valid. This error occurs when the user enters the incorrect credentials. Verify the user’s credentials. 10060 Network Connection Failed: Check Your Network. This error occurs when Zscaler Client Connector fails to connect to your network. Check network connectivity. 10101 Failed to Discover Service for Given User. This error occurs when Zscaler Client Connector fails to fetch user cloud information. Verify that the user's credentials.
Verify that the user exists in the user authentication source.
Verify your company name is provisioned correctly.
10104 Service Configuration not Found. This error occurs when Zscaler Client Connector fails to fetch the policy. Export logs and contact Zscaler Support. 10108 Failed to Enroll Device. This error occurs when the device registration fails either due to an inability to reach the server or an error response from the server. This applies to ZIA and ZPA. Check network connectivity.
Check if there is a trust post for the cloud status.
10110 Username not valid. This error occurs when the user enters a username that cannot be found. Verify that the user is entering the correct username.
Verify that the user exists in the user authentication source.
10111 Internal Error. This error occurs due to an issue in the processing of a request. Retry the failed operation.
If the error persists, export logs and contact Zscaler Support.
10112 Internal Error: Contact Administrator. This is a generic error. Export logs and contact Zscaler Support.
Close - Zscaler Client Connector Portal Error Codes
Error Code Error Message Error Description Resolution 3005 Internal Error: Contact Administrator. This error occurs when the device sends an invalid request. Ensure that the version of Zscaler Client Connector is current.
Check that traffic is not being modified between the device and the server.
3006 User Password is not Valid. This error occurs when the user enters a password that does not match the username. Check if the configuration of the Authentication Profile is correct.
Verify that the user is entering the correct password.
3007 Username is not Valid. This error occurs when the user enters a username that cannot be found. Verify that the user is entering the correct password.
Verify that the user exists in the user authentication source.
3008 User is not Logged in. This error occurs when the user attempts to log out of Zscaler Client Connector and the app does not have a record of a logged in user. Have the user exit Zscaler Client Connector and attempt to log in again. 3009 Password has Expired. This error occurs when the user’s password has expired. Reset the password for the user and check the password expiration setting of the Authentication Profile. 3010 Password is not Valid. This error occurs when the user attempts to change the password and enters the old password incorrectly. Verify that the user is entering the old password correctly or reset the password for the user. 3011 User not Subscribed to Service. This error occurs when the device attempts to connect to the cloud and your organization is not licensed. Export logs and contact Zscaler Support. 3012 Internal Error: Contact Administrator. This error occurs when the device attempts to connect to the cloud and sends an invalid device identifier that does not match any enrolled device. Have the user reauthenticate to Zscaler Client Connector. 3013 Device is not Registered. This error occurs if the user attempts to connect from a device that is not available in the Zscaler Client Connector Portal. Have the user reauthenticate to Zscaler Client Connector with the device. 3014 Service Subscription has Expired. This error occurs when your organization license has expired. Contact Zscaler Support. 3015 Provided Password is not Strong Enough. This error occurs when the user tries to change the password and the entered password does not meet the password strength requirements. Have the user enter a more secure password or reset the password for the user.
Check the password strength settings of the Authentication Profile.
3016 PAC URL is not Valid. This error occurs when an invalid PAC file URL is specified in the forwarding profile. Verify that the PAC file URL entered in the forwarding profile is correct and resolves to a PAC file. 3017 PAC File is not Valid. This error occurs when an invalid PAC file is specified in the forwarding profile. Check the syntax of the arguments within the PAC file.
To learn more, see Best Practices For Writing PAC Files.3018 Already Subscribed to Zscaler service. This error is triggered on the cloud when attempting to create a new domain that already exists. Contact Zscaler Support. 3019 Profile Name Already in Use. This error occurs when attempting to create an app profile with the same name as an existing app profile. Change the name of the new app profile or remove the existing app profile. 3020 Invalid PAC File URL. This error occurs when an invalid PAC file URL is specified in the forwarding profile. Verify that the PAC file URL entered in the forwarding profile is correct and resolves to a PAC file. 3021 Invalid PAC File Content. This error occurs when an invalid PAC file is specified in the forwarding profile. Check the syntax of the arguments within the PAC file.
To learn more, see Best Practices For Writing PAC Files.3022 Internal Error: Contact Administrator. This error occurs when the device tries to retrieve an updated profile and already has the latest profile. Ignore this error. 3023 Internal Error: Contact Administrator. This error occurs if the device attempts to download the policy and the download fails.
This error also occurs for admins browsing the forwarding profile or app profiles pages.
Attempt to update the policy from the device again. 3024 Device not Supported. This error occurs if the connecting device is not a recognized and supported platform.
This error also occurs if a supported platform attempts to connect as a different platform. For example, a Windows device attempting to connect as a macOS one.
Ensure that the user is running the correct and current version of Zscaler Client Connector. 3025 Internal Error: Contact Administrator. This error occurs when the device attempts to update its policy with a policy that no longer exists. Download the policy again.
If this fails, log out and reauthenticate to Zscaler Client Connector.
3026 Internal Error: Contact Administrator. This error occurs if the session expires while the device downloads a policy. If the download is interrupted and then resumes, it might not be completed. Ensure the device has connectivity, then update the policy again. 3027 Internal Error: Contact Administrator. This error occurs when an iOS device sends an invalid push notification token. Have the user reauthenticate to Zscaler Client Connector.
If this fails, reinstall Zscaler Client Connector.
3049 Failed to register with Zscaler Private Access (ZPA). This error occurs when the device attempts to register for ZPA and during the certificate signing process, the signing fails. This error is followed by a more specific ZPA authentication error code.
To learn more, see Zscaler Client Connector: ZPA Authentication Errors.3050 Failed to deregister with Zscaler Private Access (ZPA). This error occurs when removing or deregistering a device from the ZPA Admin Portal and the cloud fails to remove it. This error is followed by a more specific ZPA authentication error code.
To learn more, see Zscaler Client Connector: ZPA Authentication Errors.3051 Invalid Device. This error occurs when an iOS or Android device attempts to connect to a macOS or Windows endpoint. Ensure that the version of Zscaler Client Connector is current. 3053 Failed to register with Zscaler Internet Access (ZIA). This error occurs when the device attempts to register for ZIA and fails. Check if there is a trust post for the cloud status.
Contact Zscaler Support.
3054 Failed to Deregister Device. This error occurs if the user logs out of the device or the admin removes a device and the cloud fails to remove it. Export logs and contact Zscaler Support. 3068 Service is disabled. This error occurs if the ZPA service is disabled for the user. Contact Zscaler Support. 3071 Zscaler Client Connector was unable to enroll at this time. It will automatically retry in 12 seconds.
Failed to register with service.This error occurs when too many requests are logged into the server. The retry time interval value is dynamic and might vary depending on the Mobile Admin’s load. Have the user try logging in again after the retry limit is reached. 3100 Internal Error: Contact Administrator. The device is already registered with another tenant under the same cloud. Remove the device from the prior tenant via the Zscaler Client Connector Portal.
Login to the Zscaler Client Connector again to register with the current tenant.
If the issue persists, export logs and contact Zscaler Support.
3102 Device is in quarantined state The user logged in from a quarantined device. In the Zscaler Client Connector Portal, go to Enrolled Devices > Device Details to unquarantine the device. The device is removed from quarantine and the user is allowed to log in.
Close - Report an Issue Error Codes
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