Zscaler keeps dropping every min

[emile]

App ver: 4.2.0.198

For me to WFH I need this VPN on but according to my TECH Bar at work I need to contact my ISP regarding this issue

(talktalk wifi hub = FAST 5364-3 T8)

[Anonymous]

Hi emile,

I'm sorry for the delay. The Devices Manager has said that this is still being investigated, no additional updates as yet.

Michelle

[Anonymous]

Hi,

No additional update as yet, however I will continue to chase this for you.

Thanks

Michelle

[Anonymous]

Hi emile,

That's great, thank you. I've passed this straight over now and will post back again as soon as I have an update from the team.

Michelle

[emile]

22 Mar 24' =

9:07pm - 9:09pm

9:10pm

9:11pm

9:23pm - 9:53pm

25 Mar 24'=

8:40am - 8: 54am (every 1 min to 2 mins disconnect)

(This is the Zscaler dropping in and out whilst connected to the wifi)

[Anonymous]

Morning,

Thank you. If you are able to provide just a few exact dates and times when the VPN drops then I can pass this to our Devices Team.

Michelle

[emile]

from 9am till 4:30pm 
am going to be working from home!
Am trying to send the captured logs/packets but I can't send the file on here because it's 120MB

[Anonymous]

Hello,

How are you getting on?

Thanks

Michelle

[Anonymous]

Hi again,

The team have just come back to me and have asked if you can make a few more attempts at accessing the VPN again and make a specific note of the dates and times when the VPN is dropping out as they will be able to check on our side to see if we can see anything at these specific times that may shed some lights on why this is happening.

Thanks

Michelle

[Anonymous]

Hello,

Thank you. I've let our Devices Team know now and will come back to you with an update.

Michelle

[emile]

using my work laptop (latitude 5310)
i5 
windows 10 Ent
22h2

[Anonymous]

Morning,

Thanks for confirming. What device are you using the VPN on please, so make and model of device and also what IOS or software version it has please?

[emile]

Internet works fine, the only problem I have Is the VPN (zscaler) which allows me to work from home, doesn't work when I connect to the hub/wifi router

[Anonymous]

Hi again,

Our Devices Team have asked if you could confirm the following please,

If you connect the device that is using the VPN (am assuming it's a work laptop) and connect to the wifi with no VPN connected and browse, does the connection remain stable and doesn't drop? It only drops when you access the VPN only, is this right?

What device are you using the VPN on please, so make and model of device and also what IOS or software version it has please?

Thanks

Michelle

[Anonymous]

Morning,

I've been advised that they are looking into this now and am hoping I'll hear back later today.

Michelle

[Anonymous]

Hi,

Thanks for the additional information. I've passed this over to our Devices Manager now to see if they have any suggestions and I will post back as soon as I receive an update.

Thanks

Michelle

[emile]

when connected to the modem via RJ-45 (ethernet) for 2 hours there was only 1 VPN drop
When connected to the wifi via the hub, my VPN drops every 1-2mins!
When connected to my mobile phone, No drops
When connected to my neigbhours wifi (BT) No Drops

[Anonymous]

Hi,

So just to confirm, when connected to the different line/network, your vpn connection works perfectly with no drops? It also happens at the Openreach modem with the router removed?

We have seen VPN issues in the past that was caused by certain FW versions on the router, however your router has the most recent version of firmware which should work fine with VPN. I've also re-run the line test now which is clear and the connection looks very stable.

Michelle

[emile]

Sorry I wrote my first reply wrong!  Am still having the same issue with my talktalk wifi

I was sent a new hib to a test, So i conducted one over a week. Connecting to my new hub hasn't solved the issue

(testing my VPN with my phone and neighbours internet, spoken to the Techninican at work & he believes its the ISP becuase this problem has occured in the past for other users on talktalk)

[Anonymous]

Hi,

Ok thanks for confirming. If the VPN is also dropping when connected to a different network or line then this would suggest a potential issue with the VPN itself and not the line. Have you contacted your IT department to see if they can offer any suggestions?

Michelle

[emile]

The VPN keeps dropping, which is causing issue when connecting to my work tools/portal