SVLive Firewall and Gateway Maintenance

1

Appears there is No Activity Data for widespread areas of the floorplan.

2

Complete the following checks:

• SPS to Cloud Validation - Browser test fails, 403 errors in user device's Event Logs
• Confirm affected users' device Public IP Address; open the https://ip.zscaler.com/ in a browser.

Make sure you screenshot all results.

3

Contact Serraview Support to check if devices' IP matches the Allow-list.

4

Are the Users' IP Addresses in the SVLive IP Allow-list?

Yes - Complete the following checks:

• Check any recent changes to Public IP ranges, Proxies, or Firewalls with other Technology Change Management teams.
• Check the Proxy and Firewall logs - Source = Affected User's LAN IP. Destination = your organization's SVLive Endpoint.

Then go to the next question, in step 5.

No - go to Are the new IP Addresses owned by your organization? (see the process below).

5

Are there Public IP changes that need to be applied?

Yes - go to Are the new IP Addresses owned by your organization? (see the process below).

No - go to Are the Proxy rules allowing traffic from the source to the destination?

6

Are the Proxy rules allowing traffic from the source to the destination?

Yes or No - go to Set up call with Serraview Support to review and investigate.

1

Web Traffic Proxy updated and you need to add/remove IPs from the SVLive Allowed List.

2

Are the new IP Addresses owned by your organization?

Yes - Contact Support to update IP Ranges.

No -  go to the next question.

3

Can your Proxy team setup Static IP Ranges in order to Own the IP-space?

Yes - Implement Static IP ranges and then contact Serraview Support to update IP ranges.

No - Create an Exception Request with Serraview Support.