Troubleshooting

If ZHERO misbehaves (data not loading, charts not appearing in the console, tables rendering oddly), the steps below resolve almost every issue you may encounter. They are ordered from least to most invasive: start at the top and stop as soon as the problem is gone.

Quick reference

Symptom	Start from
A table renders partially, looks frozen or empty	Step 1
Charts or data not loading, analysis templates or posture scoring look off	Step 2
ZHERO shows a configuration that does not match what you see in Zscaler	Step 3
Everything feels slow, and not only ZHERO	If the whole browser feels slow
Anything else, or the steps above did not help	Step 4

The troubleshooting ladder

1. Force a re-render. If the issue is visual and confined to a table, scroll up or down to force the rows to render again. Alternatively, switch to another tab or menu entry and come back: returning to the view re-renders it.

2. Refresh the page. ZHERO reinitializes most of its features on page load, so a browser refresh is a valid general-purpose fix. It typically resolves issues with analysis templates, posture scoring and rendering.

3. Reload specific entities. If ZHERO shows a configuration that differs from what you know is in Zscaler, some entities may need a reload. Hover over the ZHERO icon in the Zscaler console header and choose Reload: from there you can force a reload of specific entities.

   

4. Reload ALL policies. Click the ZHERO extension icon in the browser toolbar and click Reload ALL policies. ZHERO reloads the console, clears its cache and reloads all the information from the Zscaler console. This resolves the large majority of remaining issues.

   If you do not see the extension icon, open the browser’s extensions list and pin ZHERO so the icon stays visible.

   

5. Log out and log back in, using the Logout button in the same extension popup.

6. Reinstall the extension. As a last resort, remove the extension from the browser and install it again following the Installation Guide.

How ZHERO stays in sync with Zscaler

Changes you make in your own browser are detected right away, and ZHERO refreshes the affected entities immediately. Changes made by other administrators are picked up by polling the Zscaler audit logs every five minutes: when ZHERO detects a change, it automatically reloads the affected entities. A mismatch between ZHERO and Zscaler should therefore never last more than a few minutes. If it does, use Reload (step 3) or Reload ALL policies (step 4).

If the whole browser feels slow

The ladder above fixes ZHERO showing the wrong thing. It cannot fix ZHERO being slow at showing the right thing, because that is usually not happening inside ZHERO at all.

In a small number of cases we have traced persistent slowness to the browser installation itself rather than to any single extension. The symptom is distinctive: every extension feels sluggish, not just ZHERO, and the slowdown built up gradually over months rather than appearing after an update. Work through these in order, from least to most invasive.

1. Confirm it is not just ZHERO. Open a few other sites and use your other extensions. If they feel slow too, the cause is browser-wide and the steps below apply. If only ZHERO is slow, go back to the ladder above and report the issue.

2. Test with your other extensions disabled. Turn off every extension except ZHERO, reload the Zscaler console and compare. Extensions that filter or inspect network traffic (ad blockers, privacy tools, some password managers) sit in front of the requests that all other extensions make, so a single heavy one can slow down everything else in the browser. If this is the cause, re-enable your extensions one at a time to find which one.

3. Try a new browser profile. Create a fresh profile, install ZHERO in it and sign in to the Zscaler console. This takes a couple of minutes, changes nothing in your existing profile and is the cleanest way to tell a worn-out profile from a genuine problem. If the new profile is fast, you can simply keep working in it.

4. Reinstall the browser. As a last resort, and only if a new profile did not help, uninstall and reinstall the browser. We have seen this restore normal performance on installations several years old that had accumulated a long history of extensions. Afterwards you will need to install ZHERO again and sign in.

Why an old browser installation can slow extensions down

Modern extensions run as short-lived background workers that the browser starts and stops on demand, and their network requests pass through shared browser machinery. Over years, a browser profile accumulates state that makes those start-ups and requests measurably more expensive: large internal databases, caches that no longer help, and leftovers from extensions that were installed and removed. None of this is specific to ZHERO, and none of it shows up as an error. It shows up as everything being a little slower, until one day it is a lot slower.

Tip

Before reinstalling anything, please send us a report as described below, with diagnostic logs. Slowness is the hardest class of issue to reproduce on our side, and a report taken while the problem is happening is far more useful than one taken after it is gone.

When to report an issue

Fixed it with step 4 or beyond? Please tell us anyway

Steps 1 to 3 are part of how a browser extension normally lives inside a complex console. But if you needed Reload ALL policies, a re-login or a reinstall to fix something, that is unexpected behavior: even if the problem is now solved, we would love to hear about it so we can fix the root cause.

To report an issue:

1. If you can, reproduce the problem first: trigger the error again right before sending the report, so the diagnostic logs capture it.
2. Hover over the ZHERO icon in the Zscaler console header and choose Send Feedback / Feature Request.
3. Describe what happened, what you expected and the steps that led there. You can attach up to 5 files (5MB total), for example screenshots of the issue.
4. Under Diagnostic Logs, pick a time window that covers the problem (from the last 5 up to the last 30 minutes) and check Include diagnostic logs with feedback before sending.

Tip

Diagnostic logs may contain session data such as URLs and configuration details. If your organization does not allow sharing them, you can still send the report without logs, or use Download Logs to review them first.