Zaperon’s Troubleshooting hub helps users, IT admins, and security teams quickly identify and resolve common access, onboarding, connectivity, network, and policy errors. Most connectivity, authentication, or device problems can be fixed by validating user identity, device trust, network conditions, or application configuration before contacting support.
This page provides high-level troubleshooting categories. Click through to specific errors for step-by-step diagnosis and resolution.
Use this Troubleshooting section if you are facing:
Login or authentication failures
Device registration or compliance errors
Client or mobile app connectivity problems
Policy enforcement blocks (Zero Trust, DLP, SWG)
Network or proxy/SSL inspection interference
Directory or provisioning failure
Access Related Troubleshooting – Resolve user authentication, login failures, access denied errors, and policy-based access errors in the Zaperon platform.
Network Related Troubleshooting – Diagnose client connectivity errors caused by internet outages, proxy configurations, DNS problems, or blocked ports and domains.
Admin Dashboard Related Troubleshooting - Diagnose and resolve issues within the Admin Dashboard, including branding configuration errors, user management problems such as Excel/CSV upload failures, and other administrative setup or UI-related issues.
Why is my Zaperon login failing?
Login failures in Zaperon are most commonly caused by incorrect credentials, an unregistered device, a device posture mismatch, or a policy enforcement block. Refer to the Access Related Troubleshooting section to diagnose and resolve the specific error you are encountering.
Why is my Zaperon desktop or mobile app not connecting?
App connectivity issues are typically caused by network configuration problems, proxy or PAC file settings, port conflicts, or SSL inspection interference. Refer to Network Related Troubleshooting for step-by-step diagnosis and resolution guidance.
Why am I unable to access my Zaperon account?
Access issues can occur due to incorrect credentials, unregistered users, device trust failures, or network restrictions. Ensure your account is active, your device is authorized, and you are connected to a secure network.
What does a device not recognized or new device detected error mean in Zaperon?
This error occurs when a user attempts to log in from a device that is not registered or approved in Zaperon. Zero Trust policies require device verification before access is granted. Refer to the New Device Detected troubleshooting page for resolution steps.
Why is my Zaperon web monitoring or PAC file not working?
PAC file and web monitoring issues are usually caused by incorrect proxy configuration, browser settings overriding the PAC file, or network policies blocking Zaperon's SWG traffic. Refer to Network Related Troubleshooting for detailed diagnosis steps.
How do I fix Excel or CSV user upload errors in the Zaperon admin dashboard?
CSV upload errors are typically caused by incorrect file formatting, missing required fields, or unsupported character encoding. Refer to the Admin Dashboard Related Troubleshooting section for guidance on formatting requirements and common upload error resolutions.
Who should I contact if I cannot resolve a Zaperon error using this guide?
If you are unable to resolve an error after following the troubleshooting steps, contact Zaperon support through your admin console or reach out to your organization's IT administrator for further assistance.