ZTNA is authenticating but stops loading ... how to debug?

Question

ZTNA has stopped working ... possible after uploading new certificates. - open "fhem.ztna.mydomain.de" Authentication is triggered but afterwards i got a black screen - redirect to AZURE-Auth -- authenticating (i try different users) - redirected to "gw.ztna.mydomain.de" -> black screen 
 
 central say gateway is connected (tried restarting the firewall 24 minuted ago) 
 
 Where can i check what's happened?

Prashil Gupta · Accepted Answer

hi dirkkotte Thanks for reaching out, we checked error logs for your account. We found that your Identity provider creds are expired. Request you to please update the same. After updating creds, you can check if they are valid by doing Test connection 
 https://docs.sophos.com/central/ZTNA/startup/en-us/setup/IdentityProvider/index.html You would also need to update your central Directory Sync settings, as we see from error logs , even those creds are expired 
 https://docs.sophos.com/central/customer/help/en-us/PeopleAndDevices/DirectoryService/SetUpSynchronizationWithActiveDirectory/index.html 
 
 cc Tejas Kashyap

Tejas Kashyap · Answer

Hi Dirk, No, currently there is no way to view the identity provider logs. We are working on an alerting mechanism for users when the IdP credentials are about to expire.

Prashil Gupta · Answer

dirkkotte We have applied the workaround from backend, Issue should now be fixed, Please check and let us know if you are able to access the Agent based resources now

Prashil Gupta · Answer

Hi dirkkotte Thanks for sharing the information about the new error. 
 We see that ZTNA Gateway hasn't received the renewed cert as your ZTNA license was expired at time of renewal. Its a known issue, We will try to apply a workaround which would help unblock you, I will reach out once this is done so that you can verify 
 Also the KB article link should redirect to https://support.sophos.com/support/s/article/KBA-000008084?language=en_US#link2

ZTNA is authenticating but stops loading ... how to debug?

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