Troubleshooting Connectivity Issues with Digital Experience Capabilities

Skyhigh SSE

When the traffic traverses from the user endpoint system to the destination (it can be Web, Private Applications, or Sanctioned Applications) the below information is captured for all the segments of the traffic (Endpoint to POP, POP to POP, and POP to Application). Administrators can analyze this Time-Stamp information to identify the network or application related issues.  

• Transaction Time: Transaction Time represents the overall processing time for a request i.e., the total time taken by the traffic to reach the destination from the SWG or SSE cloud and vice-versa. This includes the time duration for Anti-Virus scanning and network communication. 
• Processing Time: Total Processing Time is the time taken by the web proxy rule engine to process the forwarded packets. This includes the waiting time for the filter. This is also called SWG Internal Processing Time.
• Time to First Byte From Server: This is the time difference between the Time of the last request byte sent to the server and the first response byte received from the server. This represents server side communication latency and helps gauge the network and server responsiveness.
• Time to Last Byte From Server: This is the time from First Byte from Server to Last Byte from Server: This is a gauge of the server side bandwidth.

You can view the above information in the detailed logs of SWG and Private Access.

• To view the detailed logs in the Private Access:
  • Login to the SSE Console > Analytics > Private Access > Private Access Users.
• Under Private Access Users section, you can see all the listed users. To view the details, you need to click on the value present in the PA Connections column. Once you click on the above mentioned values, you are redirected to a PA Connections Detail Page, where you will be able to view the below details along with the Transaction Time, Processing Time, Time to First Byte from Server, Time to Last Byte from Server.
• User-Name
• Host
• Application Name
• Protocol
• Application Group
• Connector
• Device Profile
• Download and Upload Speed
• App Connection Status
• PA Policy
• Access/Block Reason

• To export data in the PA Connections Detailed Page, click on the Export CSV option.
• For Web Traffic going through the SWG, you can analyse and identify;
  • The total time spent from the time the traffic entered the SWG for the destination and when the response traffic leaves the SWG back to the client. This provides the total transaction time.
  • The Processing time indicates the amount of time the traffic spent in the SWG.
  • The time to first byte from the server & time to last byte from the server indicates the time taken by the traffic to reach the destination once the traffic leaves the SWG.

Skyhigh Client Proxy

We have the Skyhigh Client Proxy (SCP) that is installed in the endpoints (Windows and macOS). Client Proxy helps in the interception and redirection of the traffic from endpoints to the SSE Console which includes SWG, PA, and Cloud Firewall.

• The Monitoring Section in the Client Proxy client enables the users/administrator to have visibility on:
  • Traffic Related Information
  • System Related Information
  • Network Related Information

Under Monitoring Option:

• Traffic Tab:

Click on the Traffic Tab to get visibility on the:

1. Number of Connections: Here you can view the average number of connections per second. You will have flexibility in viewing the average connections for

• Last 1 hour
• Last day
• Last Week.

2. Inbound/Outbound Traffic: This option provides information on the amount of Inbound and Outbound Traffic. You will have the flexibility of viewing the Inbound and Outbound Traffic Data for:

• Last 1 hour
• Last day
• Last Week.

3. Average Round Trip Time:
   • Click on the Average Round Trip Time to identify the total roundtrip time taken when the traffic leaves the Client Proxy and the response to the traffic is received by the Client Proxy. You will have the flexibility of viewing the Average Round Trip Time for:
     • Last 1 hour
     • Last day
     • Last Week.

• System Tab:

Click on System Tab to get the information related to CPU and Memory Utilization of the End-Point System & Client Proxy.

This will help to perform the root cause analysis for any system related issue and will also help identify if the issue is with Client Proxy or is with the system.

• Network Tab:

Click on the Network tab to get information on the ISP connection speed and Wi-Fi strength.

This section includes details such as Latency, Download and Upload speed, and Packet Loss information for the network to which the system is connected.

You can also gauge the strength of the  Wi-Fi that you are connected to.

You can analyze the above mentioned information provided in the Client Proxy Client to identify the endpoint related issues.