Hey Dean,
thanks for your quick response.
I'm sorry to hear that. Sounds very frustrating until you got the solution it wasn't you fault.
Hopefully this solution above will help someone else as well. :)
Unfortunately I had serveral issues with Microsoft Teams (Add-Ons? / plugins?) like "planner" as well.
And in all my issues Fiddler helped me a lot.
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Kenneth Doehmen
DKV EURO SERVICE GmbH + Co. KG
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Original Message:
Sent: 01-16-2020 08:41
From: Dean Thames
Subject: Zscaler Policy Disruption for PureCloud
Thanks Kenneth,
I should have followed back up on this earlier...
The issue we experienced was relative to blacklisting services that Zscaler provides as opposed to our internal policy, which is what you're referencing above.
Evidently a url that is leveraged by purecloud (they would not tell us which one), got on their risk list and it was blacklisted in an update that they pushed. A few other internet applications were disrupted as well.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 01-16-2020 03:31
From: Kenneth Doehmen
Subject: Zscaler Policy Disruption for PureCloud
Hi Dean,
sorry for the delayed answer.
I think, I had the same problem and Google gave me no answer.
So after I figured out what I was missing, I had to contact several people to join the community :D
However...
I disabled zscaler and closed every program.
I deleted the purecloud folder in AppData/Local/ and used the program called Fiddler.
After I have whitelisted the URLs (no authentication) it worked.
.mypurecloud.com
.mypurecloud.de
.mypurecloud.ie
apps.mypurecloud.com
bam.nr-data.net
browser-update.org
XXXXXXXXXXX.cloudfront.net <- I think this URL is personalised. Use Fiddler to findout yours
fonts.googleapis.com
fonts.gstatic.com
js-agent.newrelic.com
login.mypurecloud.de
sdk-cdn.mypurecloud.com
The problem is, that Purecloud uses a google chrome stand alone browser, but it doesn't allow to be forwarded to zscaler to get authenticated.
If you activate the IP surrogate feature it might work without the whitelist, but I haven't tested it yet.
I hope this post is helpful and maybe genesys is more transparent next time with the documentation ;)
BR Kenneth
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Kenneth Doehmen
DKV EURO SERVICE GmbH + Co. KG
Original Message:
Sent: 12-10-2019 08:06
From: Dean Thames
Subject: Zscaler Policy Disruption for PureCloud
Hi All,
We experienced an issue overnight where access to PureCloud was disrupted per a Zscaler policy update. Still a little fuzzy on the details here, but wondering if anyone else uses Zscaler and experienced a similar issue.
Thks!
#Security
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Dean Thames
Koch Business Solutions
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