This section helps you troubleshoot access-related errors in the Zaperon Desktop App and Zaperon mobile apps on Windows, macOS, Linux, Android, and iOS.
Access errors typically occur when user identity validation, authentication, device trust, proximity checks, or access policy evaluation fails during login or session establishment. Since Zaperon enforces Zero Trust access controls before allowing application connectivity, any failure in these checks can prevent users from signing in or accessing assigned applications.
Use this section to identify and resolve common access problems before contacting Zaperon Support.
Select an error below to view step-by-step guidance to diagnose and resolve access-related problems in the Zaperon Desktop and Mobile apps.
User does not exist – Occurs when the user’s email address is not found or not recognized in the Zaperon Admin Dashboard during login.
Desktop app not connecting – – Occurs when the Zaperon Desktop App is unable to establish a secure access session due to stopped or blocked services, restricted system permissions, network connectivity issues, or authentication and validation errors.
Zaperon login errors (Browser) – Occurs when browser-based authentication fails due to MFA verification issues, certificate validation errors, location or proximity mismatches, or incorrect access policy assignment during login.
New device detected - Occurs in Verify mobile app if MFA app is already configured but trying to login on another MFA mobile device.
Device not in proximity – Occurs in Verify or Workspace mobile app if proximity-based authentication fails during mobile app verification.
Mobile app no internet error – Occurs in Verify mobile app if MFA app if the mobile device does not have an active internet connection required for verification.