This guide provides recommendations for resolving Splashtop session failures caused by Zscaler, particularly when SSL inspection or protocol enforcement interferes with Splashtop traffic.
When Zscaler Client Connector (ZCC) is active with Zscaler Internet Access (ZIA), Splashtop may fail to establish remote sessions (“Cannot Connect…”) or drop connections intermittently. These issues typically occur when Zscaler applies unexpected inspection or traffic enforcement.
Step 1: Add a new SSL Inspection Rule
- Go to Zscaler Admin Portal > Policy > SSL Inspection Policy
- Click "Add SSL Inspection Rule"
- In the rule window:
- Under Cloud Applications, search and select "Splashtop"
Step 2: Set Inspection Action
In the Action section, choose:
- "Do Not Inspect"
- Enable "Bypass Other Policies"
This ensures that no inline inspection, protocol enforcement, or hidden controls interfere with Splashtop traffic.
Step 3: Scope the Rule
- Apply the rule to the required users/groups, or leave unassigned to apply globally.
- Set Order to 1 and Admin Rank to a high priority (e.g., 1) to ensure it takes precedence.
Step 4: Save and Activate
Click Save to store the new rule.
Go to Activation in the left menu and click Activate.
If needed, check Force Activate to apply the change immediately.
Troubleshooting
If issues persist after applying these settings, please contact Splashtop Support and include your Splashtop logs for investigation. Instructions: Splashtop Log Collection Guide