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Hi All,

 

My device classification policy matches when all three criteria are met...

There are a lot of users complaining that they can't access ZTNA, so I checked and they're unmanaged...

I fixed it by pushing an update to the client and restarting the service/computer. It's probably not possible to do it every few days for users

 

what is can be the root cause of pull users out from device classification policy.

 

 

 

Have you enabled the Periodic Device Classification?
https://docs.netskope.com/en/netskope-client-configuration/#tunnel-settings-earlier-termed-as-traffic-steering

Have you enabled the Periodic Device Classification?
https://docs.netskope.com/en/netskope-client-configuration/#tunnel-settings-earlier-termed-as-traffic-steering

sure, 60 min as default, then i changed it to 20 min ... same

 

 how can I troubleshoot Device classification issues on end user? 

What is the correct form of troubleshooting Device classification issues ?

@maxkor the devices page should include details on when the Device Classification changed similar to:

From there, we can look at the client logs to see which checks are failing.  The logs will reflect individual checks and their success or failure with entries similar to:
 

  • Success:
    • deviceId Disk encryption check: name bitlocker, status 1
  • Failure
    • deviceId Disk encryption check: name bitlocker, status 0

perfect!!

nsdebuglog.txt is it the file ?

@maxkor , 


That is correct.  The log entries should exist in the nsdebuglog.log file.   If you have custom labels or some of the newer checks for OS versions and Anti-virus/EDR then you may find that the logs vary a bit but will still be in that file.

@maxkor , 


That is correct.  The log entries should exist in the nsdebuglog.log file.   If you have custom labels or some of the newer checks for OS versions and Anti-virus/EDR then you may find that the logs vary a bit but will still be in that file.

OK , thank you.

I’m don't find in the log these lines 

Same here - I am having a hard time troubleshooting device classification errors. Is there a documentation for each OS where to look exactly when a device is classified as unmanaged? I want to understand which check fails? At least for Macs, I cannot find any checks done in nsdebuglog.log?

Same here - I am having a hard time troubleshooting device classification errors. Is there a documentation for each OS where to look exactly when a device is classified as unmanaged? I want to understand which check fails? At least for Macs, I cannot find any checks done in nsdebuglog.log?

 

example: from my log file

nsUtils From Registry - Windows Edition: Windows 10 Enterprise BuildVersion:22631 >> thats the OS

2024/10/18 10:28:30.976 stAgentSvc p18a4 t393c info osUtils.cpp:892 nsUtil isAVRunning check

2024/10/18 10:28:30.996 stAgentSvc p18a4 t393c error osUtils.cpp:912 nsUtil Failed to initialuze productlist: 0x80070426

2024/10/18 10:28:30.998 stAgentSvc p18a4 t393c info osUtils.cpp:993 nsUtil AVRunning status: 0 >>0 mean failed and 1 means Success.

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