Troubleshoot Prismara ZTNA

Cause: No internet connection, your sign-in has expired, the client is out of date, or your account doesn’t have access to Prismara ZTNA.

Resolution:

1. Check that you can open a public website such as https://example.com.
2. In the client, select your name > Sign out, then Sign in again.
3. Check your computer’s date and time are set automatically.
4. Update the client: select About > Check for updates, or download the latest version from https://ztna.prismara.eu.
5. If you see You don’t have access, ask your administrator to assign Prismara ZTNA to you.

Cause: The app isn’t assigned to you, the app itself is down, or your device doesn’t meet the app’s device requirements.

Resolution:

1. In the client, select Apps and check that the app is listed. If it isn’t, ask your administrator for access.
2. Check you’re using the exact address shown in the Apps list.
3. Ask a colleague whether they can reach the app. If nobody can, the app may be down; tell your IT team.
4. Select Disconnect, then Connect again.
5. Administrators: open the app in the console and check that it’s published, the user or their group is assigned, and the connector shows Healthy.

Cause: Another network tool is handling name lookups, the address is mistyped, or your browser is using its own secure DNS setting.

Resolution:

1. Check the address exactly matches the one in the Apps list, for example intranet.contoso.example.
2. Disconnect and reconnect the client.
3. If your browser has Use secure DNS or DNS over HTTPS turned on with a custom provider, set it to use your operating system’s default, or ask your IT team.
4. On Linux, check that your system’s name resolution service is running and the client has been restarted after any network change.
5. Administrators: check that the app’s Address in the console matches the name users type.

Cause: Another VPN or network security client is running at the same time and takes over your connection.

Resolution:

1. Disconnect the other VPN, then select Connect in Prismara ZTNA.
2. If you need both for work, tell your IT team which other VPN you use. They can advise whether the two can run together.
3. Don’t uninstall security software required by your organisation without asking your IT team.

Cause: The network uses a captive portal — a sign-in or terms page — that must be accepted before any connection works.

Resolution:

1. Select Disconnect in Prismara ZTNA.
2. Open a browser and go to http://example.com. The Wi-Fi sign-in page should appear.
3. Accept the terms or sign in to the Wi-Fi.
4. Select Connect in Prismara ZTNA again.
5. If the network still blocks the connection, try a mobile hotspot.

Cause: Your device doesn’t meet one of your organisation’s requirements, such as a supported operating system version, disk encryption, a screen lock or active endpoint protection.

Resolution:

1. In the client, select Details on the message to see which requirement failed.
2. Fix the requirement, for example install pending operating system updates, turn on disk encryption, or make sure your endpoint protection is running.
3. Restart your computer if an update asks you to.
4. Select Connect again. The check runs each time you connect.
5. If you can’t fix the requirement yourself, contact your IT team. Administrators can see which check failed for a device under Devices in the ZTNA console.