Zscaler Frequently Asked Questions

remote vpn zscaler

What is Zscaler?

The Zscaler Client Connector is an application that grants University users access to non public resources on the University of Wyoming network. Zscaler replaces the Ivanti VPN client.

Note: Ivanti VPN is subject to retirement effective Tuesday September 29, 2026, and after that time you will be unable to use the Ivanti VPN application to access University of Wyoming network resources.

Who can use Zscaler?

Zscaler is generally available to all campus users. However, the access granted through the Zscaler Client Connector is based on your user roles at the University.
In practice this means that University of Wyoming faculty will have access levels to different resources than UW students.

**Contact the UW IT Helpdesk with ZScaler Issues**
If you are using Zscaler and you are unable to access resources you think you should have access to, please work with the UW Information Technology Helpdesk by e-mailing userhelp@uwyo.edu, putting in a ticket here, or calling 307-766-4357. If during normal business hours, you can also start a live remote support session through our portal at https://support.uwyo.edu

How do I install Zscaler?

Read me first!
When to install ZScaler: ZScaler is typically meant to be installed on devices that will require access to campus network resources from off campus, or student devices that access certain secure network resources. If you aren't sure whether your device needs ZScaler installed, please e-mail the UW IT Helpdesk at userhelp@uwyo.edu to confirm whether you should install ZScaler on your computer.

To install Zscaler on a UW Owned and managed device, instructions can be found here

To install ZScaler on a device that is not UW not managed, instructions can be found here

I cant access my resources!

If you're unable to access resources after installing ZScaler, there are several steps to troubleshoot your problem:

Verify that the Zscaler client is running and connected.
1. To do this, first open the ZScaler application.
  1. On Windows devices, click on the ZScaler icon in your Windows system tray as shown in the screenshot below:
  2. On Mac computers, open Finder->Go->Applications
    
    This will bring up a collection of Applications installed on your Mac. Select the ZScaler Folder.
    
    Then select the ZScaler Application to Launch.
2. Once you've launched your ZScaler application on your specific Operating System, your ZScaler application will list the service status.
3. To verify it's running, the service status will shows ON as displayed in the screenshot below:
4. If you are on campus, this service is disabled by default. If you require the service be turned on, while on campus, please contact the UW IT Helpdesk by e-mailing: userhelp@uwyo.edu
If you have verified your ZScaler connection is active, confirm that you are using the fully qualified domain name(fqdn) of the resource you are trying to access.
This means that you will need to use the full name of the resource.
1. Windows Example: When accessing a shared storage drive, use \\resource.uwyo.edu\foldername instead of \\resource\foldername when accessing the shared drive.
2. Mac Example: When accessing a shared drive, map to: smb://resource.uwyo.edu/foldername instead of using smb://resource/foldername when accessing the shared drive.
Verify your device is up to date.
Accessing many campus resources will require your machine to be patched and up to date. This means having the latest Windows or Mac operating system and installing the latest updates/security patches.
1. If you're on a Windows computer this means you should be running the most recent version of windows and have installed the most recent updates.
2. If on a Mac Computer, this means you should be running a supported Mac OS and have installed the most recent updates for your operating system, applications, as well as installing any required Microsoft Updates using Microsoft Autoupdater.

**Contact the UW IT Helpdesk with ZScaler Issues**
If you are using Zscaler and you are unable to access specific resources, please work with the UW Information Technology Helpdesk by e-mailing userhelp@uwyo.edu, putting in a ticket here, or calling 307-766-4357. If during normal business hours, you also start a live remote support session through our portal at https://support.uwyo.edu To troubleshoot your issue, it is best to provide the following information to our team: Your UWYO Username Your affiliation with the University of Wyoming (Faculty, Staff, Student, Cooperating Agency, Academic Affairs Appointment, Other) The resource you are having issues accessing. How you are connected to the internet (Wifi - On Campus / Wifi - Off Campus / Ethernet - On Campus / Ethernet - Off Campus). If you're unsure of this information, please contact the IT Helpdesk using contact information above, and we will do our best to route your issue appropriately.

Does zscaler work on campus?

By default the zscaler client will not be active while on the campus network (connected over ethernet, or to UWYO wifi).

**Contact the UW IT Helpdesk to access secure resources using ZScaler while on campus.**
If you are using Zscaler and you are unable to access resources you think you should have access to, please work with the UW Information Technology Helpdesk by e-mailing userhelp@uwyo.edu, putting in a ticket here, or calling 307-766-4357. If during normal business hours, you also start a live remote support session through our portal at https://support.uwyo.edu

How often do I need to log into Zscaler?

Zscaler requires periodic re-authentication in order to verify you are still an active user. The re-authentication period is based on the applications that you are accessing. The more secure the resources you access, the more often ZScaler will prompt you for authentication.

Why cant I connect to resources using an IP?

Zscaler is a proxy based solution, so it needs to see traffic destined to .uwyo.edu in order to securely route the traffic. If you are unable to to connect to a resource make sure you are connecting to a fully qualified domain name (server.uwyo.edu) rather than an IP address. If your resource is ONLY accessible over IP, please have this verified by UW IT. Once verified, and confirmed to be a required resource in which you need access, the resource will need to be configured by a ZScaler administrator.

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