The following tables provide lists of error messages users might see on the Executive Insights App while the app is in use and the steps to resolve those errors:
- User Authentication Issues
| Error Type | Error Message or Issue Description | Resolution |
|---|
| Invalid Email Address | The user gets the following error message on the Confirmation Code screen: Email Address is not valid. Contact support if you have any further questions. | In the Admin Portal, ensure that the user exists and is assigned a role with permission to access the Executive Insights App. |
| Invalid Email Entry | The user gets the following error message on the Login screen: You have entered an invalid email. Please try again. | The user must enter their correct email address. |
| Missing Confirmation Code Email | The user is waiting on the Confirmation Code screen but has not received an email containing the confirmation code. | Check whether the countdown timer "Resend in XX seconds" has started on the Confirmation Code screen. If you see the countdown timer, it implies that the API call to send the confirmation code was successful and that the email had been sent from the back end to the user. To resolve this issue further: - The user must check their spam folder for emails with the confirmation code.
- If the user has not received the Confirmation Code email, the user must click the Resend Code button, wait until the countdown timer starts, and then check their email inbox for a new email with the code.
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| Invalid Confirmation Code | The user has entered the confirmation code but the following error message displays: Validation failed. Please re-enter the correct confirmation code or have a new one sent. | To resolve this issue: - The user must verify that the confirmation code entered is correct.
The user clicks Resend Code to generate a new confirmation code. It is recommended that users wait to receive the confirmation code instead of clicking the Resend Code button multiple times. Generating multiple codes within a short span might lead to using the wrong code. In such cases, the user must close and reopen the app to initiate the login process.
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| Contact IT Admin for Access | Some users can log in to the app successfully but get the following error: Contact your IT admin to provide you access to a tenant. | This issue happens only in the case of ZIdentity-based authentication. If the user has been given a ZIdentity role with permission to access the Executive Insights App but has not been given access to the Internet & SaaS Administration Management for any tenant, ensure the following: In the Admin Portal, under Administration > Admin Management > Role Based Access Control > Internet & SaaS: - The user exists.
- The user has a role with permission to access the Executive Insights App.
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| Stuck on Select Tenant Screen | The user is able to log in to the app successfully but is unable to see their specific tenant organization on the Select Tenant screen. | In the Admin Portal of that specific tenant organization, under Administration > Admin Management > Role Based Access Control > Internet & SaaS, ensure that the user exists and is assigned a role with permission to access the Executive Insights App. |
- Connectivity and Network Problems
| Error Type | Error Message or Issue Description | Resolution |
|---|
| No Internet Connection | The following error messages are shown on the Login screen: - No internet connection. Make sure Wi-Fi or cellular data is turned on. Then try again.
- We are unable to proceed with the next steps due to a connectivity issue. Please check your connection and ensure all the necessary applications are active.
| Ensure that proper network connectivity is available on the phone. |
| OTP Connection Issue | The following error message is shown on the Confirmation Code screen after entering a one-time password (OTP): Connection issue detected. Please check your network connection. If you are using Zscaler Client Connector, ensure you're successfully authenticated for Private Access. | If you are using Zscaler Client Connector on the phone, ensure that Private Access on Zscaler Client Connector is turned on and that authentication has not expired. |
| Error Loading Screens or Widgets | A loading error displays in screens and widgets. | To resolve this issue: - Check whether proper network connectivity is available on the phone.
- If Zscaler Client Connector is installed on the phone, ensure that Private Access on Zscaler Client Connector is turned on and that authentication has not expired.
|
| Poor App Performance | The loading screen displays for a longer duration after successful login. | To resolve this issue: - Check whether proper network connectivity is available on the phone.
- If Zscaler Client Connector is installed on the phone, ensure that Private Access on Zscaler Client Connector is turned on and that authentication has not expired.
- Check that the network bandwidth on the phone is optimal.
If you find no issues, close the app, clear the app data, and start again. The app prefetches all the data and stores it in the cache on startup. The app performance should improve after the prefetch is complete. |
- Data Visibility and Accuracy
| Error Type | Error Message or Issue Description | Resolution |
|---|
| No Data in Widgets | The following message displays on some widgets: No Data | Try changing the filters. For example, you can change the time range selection (Last 7 Days, Last 14 Days, etc.) or any widget-specific filter. If the error message still displays, no further action is required. It is possible that no data is available for that tenant for the selected time range. The data would start showing up when it becomes available. |
| Wrong Data in Widgets | The data on the Executive Insights App does not match with the data in the admin portals of Internet & SaaS, Private Applications, or Digital Experience Monitoring. | To resolve this issue: - Verify that the user has selected the correct tenant on the Profile screen.
- Close the app, clear the app data, and restart the app. This sequence forces the latest data to be fetched from the back end.
- Confirm that the user is not using the Demo mode, as it contains mock data.
|
| Stale Data in Widgets | The app is not showing the latest data. | To fetch the latest data, close the app, clear the app data, and restart the app. This sequence forces the latest data to be fetched from the back end. The Executive Insights App data refreshes after a day (i.e., the data for today is visible only tomorrow). |
| Stale Data in Widgets (includes timing discrepancies) | When the Last X Days filter is applied, data older than two days is shown instead of data until the previous day. | Data refreshes once a day starting at the UTC day boundary (00:00 UTC). Users in UTC+ time zones continue to see data that is two days older until their local time crosses the UTC day boundary. For example, in India (UTC+05:30), users cannot see data for the previous day until 05:30 hrs (Indian time). Additionally, even after the UTC boundary is crossed, it might take a few hours for the data to be processed and analyzed before being made available to users. For instance, if data processing takes approximately two hours, users in India might not see the previous day’s data until around 07:30 hrs (Indian time). Note that this is an illustrative example, and the processing time can vary depending on system load and other factors. |
| Missing Time Range Selection on Screens | The Time Range is not available in: - The Risk360 screen
- The Experience screen
| Digital Experience Monitoring and Risk360 products support only the most current data and fixed time ranges. Hence, the app does not provide any option to select time ranges for these screens. |
- Subscription and Access Control
| Error Type | Error Message or Issue Description | Resolution |
|---|
| Subscription Required Message | The user sees "Subscription Required" message on some of the widgets instead of the actual data. | Widgets are rendered based on the subscriptions included for the user's tenant. To check the Digital Experience Monitoring subscriptions for the tenant, go to the Profile screen and check the bottom line. |
| Demo Mode on Risk360 Screen | No data displays on the Risk360 screen, and only an option to start the Demo mode is available. | The tenant must be provisioned on Risk360 before any data for that tenant would start showing up on the Risk360 screen. Until then, the tenant users can only see the Demo mode. |
- App Functionality Issues
| Error Type | Error Message or Issue Description | Resolution |
|---|
| Sandbox Threat Widget Behavior | The month value on the Sandbox Threat widget is not always selectable. | Zscaler Sandbox threats data is aggregated monthly, which happens at the end of the month. If you select the Last 7, Last 14, or Last 30 Days filter, you can only see last month's data. When you select Last 90 Days, you can select any of the past three months for which you want to see the data. You can see the data only for those months when some threats were detected. There might not have been any threats in a month, in which case that specific month does not show up on the selection. |
| Stuck on Loader for an Extended Time | After successfully logging in, the user is unable to select the tenant on the Select Tenant screen and an error is shown. | The app tries to determine the subscriptions included for the tenant on the Select Tenant screen, which might fail due to network connectivity issues or reachability of the API endpoint. To resolve this issue: - Check the network connectivity from the user's phone. If the user is using Zscaler Client Connector on the phone, then make sure that Private Access is turned on and that authentication has not expired.
- In rare cases, if there are reachability issues with the API endpoint, the user must retry selecting the tenant.
|
- Content and Guidance Issues
| Error Type | Error Message or Issue Description | Resolution |
|---|
| Unclear Content on Screens | The data shown on the screen is not understandable. | Refer to the documentation. |
| Outdated News Content | Only a few news items display, and the latest news content is not shown for many days. | News items are published periodically across Zscaler's official communication channels, such as News and Announcements, Blog, and Zscaler Trust Portal. Whenever new content is made available, it shows up on the Executive Insights App. |
| Call-to-Action Items Not Fully Covered | For the news items in the For You section, under Threats Detected, the status Partially Covered or Not Covered displays. | To ensure complete coverage and enhanced protection, we recommend reaching out to the Zscaler Account team. They can help assess your environment, identify any issues, and provide the necessary solutions to fully protect your organization against emerging threats. |
To learn how to install and use the Executive Insights App, see Accessing and Using the Executive Insights App.
