Patent Publication Number: US-11647055-B2

Title: Cloud application design for efficient troubleshooting

Description:
CROSS-REFERENCE TO RELATED APPLICATION(S) 
     The present disclosure is a continuation of U.S. patent application Ser. No. 17/375,338, filed Jul. 14, 2021 and entitled “Cloud application design for efficient troubleshooting,” which is a continuation-in-part of U.S. patent application Ser. No. 16/992,281, filed Aug. 13, 2020 (now U.S. Pat. No. 11,070,578 which issues on Jul. 20, 2021), and entitled “Packet dump utility in a mobile application for efficient troubleshooting,” which is a continuation-in-part of U.S. patent application Ser. No. 16/658,264, filed Oct. 21, 2019 (now U.S. Pat. No. 11,070,649, which issues on Jul. 20, 2021, and entitled “Cloud application design for efficient troubleshooting,” which claims priority to Indian Patent Application No. 201911035742, filed Sep. 5, 2019, and entitled “Cloud application design for efficient troubleshooting,” the contents of each are incorporated by reference in their entirety. 
    
    
     FIELD OF THE DISCLOSURE 
     The present disclosure relates generally to networking and computing. More particularly, the present disclosure relates to systems and methods for cloud application design for efficient troubleshooting. 
     BACKGROUND OF THE DISCLOSURE 
     The number of user devices that connect to the Internet and enterprise networks is exploding. Also, the distinction between private networks (enterprise networks) and the Internet is becoming blurred as fast wireless access (e.g., 5G) and Bring Your Own Device (BYOD) proliferates. Simply put, there is a tremendous number of user devices that are on or have access to secure resources on enterprise networks and which execute enterprise applications. As described herein, a user device can include a mobile device, a smartphone, a tablet, a laptop, a desktop, etc. An enterprise application is one which is executed on the user device for enabling some functionality such as cloud application access, enterprise access, Internet access, etc. An example of an enterprise application is the ZApp (also called Client Connector) from Zscaler, Inc. which is used to provide a distributed security cloud service for Internet access as well as granular policy-based access to internal resources. Of course, there can be other types of enterprise applications, enabling various enterprise or cloud applications. 
     There is a range of issues that a user could run into with an enterprise application. Enterprise applications tend to behave abnormally on network changes, network connectivity issues, after waking up from sleep, etc. Issues with an enterprise application are significant as it leads to poor Quality of Experience, prevents network or resource access, etc. That is, the cloud is supposed to improve user experience, accessibility, etc., and issues with the enabling tools are critical to resolve. When a user faces an issue, the user reaches out to report the problem so that it can be looked into by the enterprise support of the application. A support engineer can then troubleshoot the problem based on the reported description or application logs. When there are issues, application-level logging is not sufficient to help the support team debug a wide range of issues. Depending on the problem, some of the information may not be available in the logs or required real-time information when the problem was seen. As a result, this can require live debug sessions to help the support team understand the issue and then take steps to resolve this. This is not efficient and causes additional delay in getting the right information from the user. The situation worsens when the issue is sporadic and not reproducible at will. 
     BRIEF SUMMARY OF THE DISCLOSURE 
     In an embodiment, a method and computer-readable code stored on a non-transitory computer-readable storage medium having computer-readable code provide steps for a user device to execute an enterprise application. The steps include providing functionality for the user device while operating in background on the user device including providing secure connectivity with a cloud-based system over a network; continuously collecting packets intercepted by the enterprise application over a time interval, wherein the collected packets are collected over the time interval; and responsive to an issue with functionality of the enterprise application, transmitting the collected packets to a back end server for troubleshooting of the issue. The time interval is a set amount of time, and each collected packet is deleted at the expiration of the time interval. The steps can include, responsive to the issue with the functionality of the enterprise application, presenting a user of the user device a list of a plurality of issue types, related to the functionality of the enterprise application, for selection thereof and receiving a selection from the user of an issue type for the issue; and collecting data, including context-specific information, from the user device, the context-specific information being based on the selected issue type received from the user and being related to the functionality of the enterprise application. The collected data can be different for each of the plurality of issue types. The enterprise application can be one of one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system. The issue can include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. The collected packets can be in a PCAP format. 
     In an embodiment, a method and computer-readable code stored on a non-transitory computer-readable storage medium having computer-readable code provide steps for a user device to execute an enterprise application. The steps include providing functionality for the user device while operating in background on the user device; responsive to a user request, starting collection of packets intercepted by the enterprise application; storing the collected packets on the user device; receiving a selection from the user of an issue type of a plurality of issue types for an issue; and providing the issue type and the collected packets for debugging of the issue type. The steps can further include collecting data from the user device based on the selected issue type. The steps can further include transmitting the collected data and the collected packets to a back end server for troubleshooting of the issue. The functionality can be one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN). The functionality can be performed with a cloud-based system over the network. The plurality of issue types can include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. The collected data can be different for each of the plurality of issue types. The collected packets can be in a PCAP format. 
     In another embodiment, a user device includes a network interface communicatively coupled to a network; a processor communicatively coupled to the network interface; and memory storing computer-executable instructions for an enterprise application that, when executed, cause the processor to provide functionality for the user device while operating in background on the user device; responsive to a user request, start collection of packets intercepted by the enterprise application; store the collected packets on the user device; receive a selection from the user of an issue type of a plurality of issue types for an issue; and provide the issue type and the collected packets for debugging of the issue type. 
     In an embodiment, a non-transitory computer-readable storage medium includes computer-readable code stored thereon for programming a user device to execute an enterprise application that performs steps of providing functionality for the user device while operating in background on the user device; responsive to an issue with the functionality of the enterprise application and presenting a user of the user device a list of a plurality of issue types for selection thereof, receiving a selection from the user of an issue type for the issue; and collecting data from the user device based on the selected issue type. The computer-readable code stored thereon can be further programmed performs steps of transmitting the collected data to a back end server for troubleshooting of the issue. 
     The functionality can be one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN). The functionality can be performed with a cloud-based system over the network. The plurality of issue types can include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. The collected data can be different for each of the plurality of issue types. The collected data can be captured while the issue is occurring to assist in troubleshooting thereof. 
     In another embodiment, a user device includes a network interface communicatively coupled to a network; a processor communicatively coupled to the network interface; and memory storing computer-executable instructions that, when executed, cause the processor to provide functionality for the user device while operating in background on the user device, responsive to an issue with the functionality of the enterprise application and with a user of the user device presented a list of a plurality of issue types for selection thereof, receive selection from the user of an issue type for the issue, and collect data from the user device based on the selected issue type. 
     In a further embodiment, a method implemented by an enterprise application includes providing functionality for a user device while operating in background on the user device; responsive to an issue with the functionality of the enterprise application and presenting a user of the user device a list of a plurality of issue types for selection thereof, receiving a selection from the user of an issue type for the issue; and collecting data from the user device based on the selected issue type 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The present disclosure is illustrated and described herein with reference to the various drawings, in which like reference numbers are used to denote like system components/method steps, as appropriate, and in which: 
         FIG.  1 A  is a network diagram of a cloud-based system offering security as a service; 
         FIG.  1 B  is a network diagram of an example implementation of the cloud-based system; 
         FIG.  2    is a block diagram of a server that may be used in the cloud-based system of  FIGS.  1 A and  1 B  or the like; 
         FIG.  3    is a block diagram of a user device that may be used with the cloud-based system of  FIGS.  1 A and  1 B  or the like; 
         FIG.  4    is a network diagram of the cloud-based system illustrating an application on user devices with users configured to operate through the cloud-based system; 
         FIG.  5    is a flowchart of an enterprise application troubleshooting process; and 
         FIG.  6    is a diagram illustrating a list of problems and a mapping of data collected based thereon. 
     
    
    
     DETAILED DESCRIPTION OF THE DISCLOSURE 
     The present disclosure relates to systems and methods for cloud application design for efficient troubleshooting. The present disclosure includes the incorporation of specific troubleshooting data flows when a user is facing issues. These flows would automatically interact with the user&#39;s current network/local system and gather relevant information, for context-specific troubleshoot information. The context-specific troubleshoot information would be helpful in debugging the problem and finding the root cause without requiring any additional session with the user. Since a significant number of issues are not always reproducible predictably, this has an added advantage of capturing the data when the issue is happening. 
     Example Cloud-Based System 
       FIG.  1 A  is a network diagram of a cloud-based system  100  offering security as a service. Specifically, the cloud-based system  100  can offer a Secure Internet and Web Gateway as a service to various users  102 , as well as other cloud services. In this manner, the cloud-based system  100  is located between the users  102  and the Internet as well as any cloud services  106  (or applications) accessed by the users  102 . As such, the cloud-based system  100  provides inline monitoring inspecting traffic between the users  102 , the Internet  104 , and the cloud services  106 , including Secure Sockets Layer (SSL) traffic. The cloud-based system  100  can offer access control, threat prevention, data protection, etc. The access control can include a cloud-based firewall, cloud-based intrusion detection, Uniform Resource Locator (URL) filtering, bandwidth control, Domain Name System (DNS) filtering, etc. The threat prevention can include cloud-based intrusion prevention, protection against advanced threats (malware, spam, Cross-Site Scripting (XSS), phishing, etc.), cloud-based sandbox, antivirus, DNS security, etc. The data protection can include Data Loss Prevention (DLP), cloud application security such as via Cloud Access Security Broker (CASB), file type control, etc. 
     The cloud-based firewall can provide Deep Packet Inspection (DPI) and access controls across various ports and protocols as well as being application and user aware. The URL filtering can block, allow, or limit website access based on policy for a user, group of users, or entire organization, including specific destinations or categories of URLs (e.g., gambling, social media, etc.). The bandwidth control can enforce bandwidth policies and prioritize critical applications such as relative to recreational traffic. DNS filtering can control and block DNS requests against known and malicious destinations. 
     The cloud-based intrusion prevention and advanced threat protection can deliver full threat protection against malicious content such as browser exploits, scripts, identified botnets and malware callbacks, etc. The cloud-based sandbox can block zero-day exploits (just identified) by analyzing unknown files for malicious behavior. Advantageously, the cloud-based system  100  is multi-tenant and can service a large volume of the users  102 . As such, newly discovered threats can be promulgated throughout the cloud-based system  100  for all tenants practically instantaneously. The antivirus protection can include antivirus, antispyware, antimalware, etc. protection for the users  102 , using signatures sourced and constantly updated. The DNS security can identify and route command-and-control connections to threat detection engines for full content inspection. 
     The DLP can use standard and/or custom dictionaries to continuously monitor the users  102 , including compressed and/or SSL-encrypted traffic. Again, being in a cloud implementation, the cloud-based system  100  can scale this monitoring with near-zero latency on the users  102 . The cloud application security can include CASB functionality to discover and control user access to known and unknown cloud services  106 . The file type controls enable true file type control by the user, location, destination, etc. to determine which files are allowed or not. 
     For illustration purposes, the users  102  of the cloud-based system  100  can include a mobile device  110 , a headquarters (HQ)  112  which can include or connect to a data center (DC)  114 , Internet of Things (IoT) devices  116 , a branch office/remote location  118 , etc., and each includes one or more user devices (an example user device  300  is illustrated in  FIG.  3   ). The devices  110 ,  116 , and the locations  112 ,  114 ,  118  are shown for illustrative purposes, and those skilled in the art will recognize there are various access scenarios and other users  102  for the cloud-based system  100 , all of which are contemplated herein. The users  102  can be associated with a tenant, which may include an enterprise, a corporation, an organization, etc. That is, a tenant is a group of users who share a common access with specific privileges to the cloud-based system  100 , a cloud service, etc. In an embodiment, the headquarters  112  can include an enterprise&#39;s network with resources in the data center  114 . The mobile device  110  can be a so-called road warrior, i.e., users that are off-site, on-the-road, etc. Further, the cloud-based system  100  can be multi-tenant, with each tenant having its own users  102  and configuration, policy, rules, etc. One advantage of the multi-tenancy and a large volume of users is the zero-day/zero-hour protection in that a new vulnerability can be detected and then instantly remediated across the entire cloud-based system  100 . The same applies to policy, rule, configuration, etc. changes—they are instantly remediated across the entire cloud-based system  100 . As well, new features in the cloud-based system  100  can also be rolled up simultaneously across the user base, as opposed to selective and time-consuming upgrades on every device at the locations  112 ,  114 ,  118 , and the devices  110 ,  116 . 
     Logically, the cloud-based system  100  can be viewed as an overlay network between users (at the locations  112 ,  114 ,  118 , and the devices  110 ,  106 ) and the Internet  104  and the cloud services  106 . Previously, the IT deployment model included enterprise resources and applications stored within the data center  114  (i.e., physical devices) behind a firewall (perimeter), accessible by employees, partners, contractors, etc. on-site or remote via Virtual Private Networks (VPNs), etc. The cloud-based system  100  is replacing the conventional deployment model. The cloud-based system  100  can be used to implement these services in the cloud without requiring the physical devices and management thereof by enterprise IT administrators. As an ever-present overlay network, the cloud-based system  100  can provide the same functions as the physical devices and/or appliances regardless of geography or location of the users  102 , as well as independent of platform, operating system, network access technique, network access provider, etc. 
     There are various techniques to forward traffic between the users  102  at the locations  112 ,  114 ,  118 , and via the devices  110 ,  116 , and the cloud-based system  100 . Typically, the locations  112 ,  114 ,  118  can use tunneling where all traffic is forward through the cloud-based system  100 . For example, various tunneling protocols are contemplated, such as Generic Routing Encapsulation (GRE), Layer Two Tunneling Protocol (L2TP), Internet Protocol (IP) Security (IPsec), customized tunneling protocols, etc. The devices  110 ,  116  can use a local application that forwards traffic, a proxy such as via a Proxy Auto-Config (PAC) file, and the like. A key aspect of the cloud-based system  100  is all traffic between the users  102  and the Internet  104  or the cloud services  106  is via the cloud-based system  100 . As such, the cloud-based system  100  has visibility to enable various functions, all of which are performed off the user device in the cloud. 
     The cloud-based system  100  can also include a management system  120  for tenant access to provide global policy and configuration as well as real-time analytics. This enables IT administrators to have a unified view of user activity, threat intelligence, application usage, etc. For example, IT administrators can drill-down to a per-user level to understand events and correlate threats, to identify compromised devices, to have application visibility, and the like. The cloud-based system  100  can further include connectivity to an Identity Provider (IDP)  122  for authentication of the users  102  and to a Security Information and Event Management (SIEM) system  124  for event logging. The system  124  can provide alert and activity logs on a per-user  102  basis. 
       FIG.  1 B  is a network diagram of an example implementation of the cloud-based system  100 . In an embodiment, the cloud-based system  100  includes a plurality of enforcement nodes (EN)  150 , labeled as enforcement nodes  150 - 1 ,  150 - 2 ,  150 -N, interconnected to one another and interconnected to a central authority (CA)  152 . The nodes  150 ,  152 , while described as nodes, can include one or more servers, including physical servers, virtual machines (VM) executed on physical hardware, etc. That is, a single node  150 ,  152  can be a cluster of devices. An example of a server is illustrated in  FIG.  2   . The cloud-based system  100  further includes a log router  154  that connects to a storage cluster  156  for supporting log maintenance from the enforcement nodes  150 . The central authority  152  provide centralized policy, real-time threat updates, etc. and coordinates the distribution of this data between the enforcement nodes  150 . The enforcement nodes  150  provide an onramp to the users  102  and are configured to execute policy, based on the central authority  152 , for each user  102 . The enforcement nodes  150  can be geographically distributed, and the policy for each user  102  follows that user  102  as he or she connects to the nearest (or other criteria) enforcement node  150 . 
     The enforcement nodes  150  are full-featured secure internet gateways that provide integrated internet security. They inspect all web traffic bi-directionally for malware and enforce security, compliance, and firewall policies, as described herein. In an embodiment, each enforcement node  150  has two main modules for inspecting traffic and applying policies: a web module and a firewall module. The enforcement nodes  150  are deployed around the world and can handle hundreds of thousands of concurrent users with millions of concurrent sessions. Because of this, regardless of where the users  102  are, they can access the Internet  104  from any device, and the enforcement nodes  150  protect the traffic and apply corporate policies. The enforcement nodes  150  can implement various inspection engines therein, and optionally, send sandboxing to another system. The enforcement nodes  150  include significant fault tolerance capabilities, such as deployment in active-active mode to ensure availability and redundancy as well as continuous monitoring. 
     In an embodiment, customer traffic is not passed to any other component within the cloud-based system  100 , and the enforcement nodes  150  can be configured never to store any data to disk. Packet data is held in memory for inspection and then, based on policy, is either forwarded or dropped. Log data generated for every transaction is compressed, tokenized, and exported over secure TLS connections to the log routers  154  that direct the logs to the storage cluster  156 , hosted in the appropriate geographical region, for each organization. 
     The central authority  152  hosts all customer (tenant) policy and configuration settings. It monitors the cloud and provides a central location for software and database updates and threat intelligence. Given the multi-tenant architecture, the central authority  152  is redundant and backed up in multiple different data centers. The enforcement nodes  150  establish persistent connections to the central authority  152  to download all policy configurations. When a new user connects to an enforcement node  150 , a policy request is sent to the central authority  152  through this connection. The central authority  152  then calculates the policies that apply to that user  102  and sends the policy to the enforcement node  150  as a highly compressed bitmap. 
     Once downloaded, a tenant&#39;s policy is cached until a policy change is made in the management system  120 . When this happens, all of the cached policies are purged, and the enforcement nodes  150  request the new policy when the user  102  next makes a request. In an embodiment, the enforcement node  150  exchange “heartbeats” periodically, so all enforcement nodes  150  are informed when there is a policy change. Any enforcement node  150  can then pull the change in policy when it sees a new request. 
     The cloud-based system  100  can be a private cloud, a public cloud, a combination of a private cloud and a public cloud (hybrid cloud), or the like. Cloud computing systems and methods abstract away physical servers, storage, networking, etc., and instead offer these as on-demand and elastic resources. The National Institute of Standards and Technology (NIST) provides a concise and specific definition which states cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. Cloud computing differs from the classic client-server model by providing applications from a server that are executed and managed by a client&#39;s web browser or the like, with no installed client version of an application required. Centralization gives cloud service providers complete control over the versions of the browser-based and other applications provided to clients, which removes the need for version upgrades or license management on individual client computing devices. The phrase “Software as a Service” (SaaS) is sometimes used to describe application programs offered through cloud computing. A common shorthand for a provided cloud computing service (or even an aggregation of all existing cloud services) is “the cloud.” The cloud-based system  100  is illustrated herein as an example embodiment of a cloud-based system, and other implementations are also contemplated. 
     As described herein, the terms cloud services and cloud applications may be used interchangeably. The cloud service  106  is any service made available to users on-demand via the Internet, as opposed to being provided from a company&#39;s on-premises servers. A cloud application, or cloud app, is a software program where cloud-based and local components work together. The cloud-based system  100  can be utilized to provide example cloud services, including Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and Zscaler Digital Experience (ZDX), all from Zscaler, Inc. (the assignee and applicant of the present application). The ZIA service can provide the access control, threat prevention, and data protection described above with reference to the cloud-based system  100 . ZPA can include access control, microservice segmentation, etc. The ZDX service can provide monitoring of user experience, e.g., Quality of Experience (QoE), Quality of Service (QoS), etc., in a manner that can gain insights based on continuous, inline monitoring. For example, the ZIA service can provide a user with Internet Access, and the ZPA service can provide a user with access to enterprise resources instead of traditional Virtual Private Networks (VPNs), namely ZPA provides Zero Trust Network Access (ZTNA). Those of ordinary skill in the art will recognize various other types of cloud services  106  are also contemplated. Also, other types of cloud architectures are also contemplated, with the cloud-based system  100  presented for illustration purposes. 
     Example Server Architecture 
       FIG.  2    is a block diagram of a server  200 , which may be used in the cloud-based system  100 , in other systems, or standalone. For example, the enforcement nodes  150  and the central authority  152  may be formed as one or more of the servers  200 . The server  200  may be a digital computer that, in terms of hardware architecture, generally includes a processor  202 , input/output (I/O) interfaces  204 , a network interface  206 , a data store  208 , and memory  210 . It should be appreciated by those of ordinary skill in the art that  FIG.  2    depicts the server  200  in an oversimplified manner, and a practical embodiment may include additional components and suitably configured processing logic to support known or conventional operating features that are not described in detail herein. The components ( 202 ,  204 ,  206 ,  208 , and  210 ) are communicatively coupled via a local interface  212 . The local interface  212  may be, for example, but not limited to, one or more buses or other wired or wireless connections, as is known in the art. The local interface  212  may have additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, among many others, to enable communications. Further, the local interface  212  may include address, control, and/or data connections to enable appropriate communications among the aforementioned components. 
     The processor  202  is a hardware device for executing software instructions. The processor  202  may be any custom made or commercially available processor, a Central Processing Unit (CPU), an auxiliary processor among several processors associated with the server  200 , a semiconductor-based microprocessor (in the form of a microchip or chipset), or generally any device for executing software instructions. When the server  200  is in operation, the processor  202  is configured to execute software stored within the memory  210 , to communicate data to and from the memory  210 , and to generally control operations of the server  200  pursuant to the software instructions. The I/O interfaces  204  may be used to receive user input from and/or for providing system output to one or more devices or components. 
     The network interface  206  may be used to enable the server  200  to communicate on a network, such as the Internet  104 . The network interface  206  may include, for example, an Ethernet card or adapter or a Wireless Local Area Network (WLAN) card or adapter. The network interface  206  may include address, control, and/or data connections to enable appropriate communications on the network. A data store  208  may be used to store data. The data store  208  may include any of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, and the like)), nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, and the like), and combinations thereof. Moreover, the data store  208  may incorporate electronic, magnetic, optical, and/or other types of storage media. In one example, the data store  208  may be located internal to the server  200 , such as, for example, an internal hard drive connected to the local interface  212  in the server  200 . Additionally, in another embodiment, the data store  208  may be located external to the server  200  such as, for example, an external hard drive connected to the I/O interfaces  204  (e.g., SCSI or USB connection). In a further embodiment, the data store  208  may be connected to the server  200  through a network, such as, for example, a network-attached file server. 
     The memory  210  may include any of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)), nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, etc.), and combinations thereof. Moreover, the memory  210  may incorporate electronic, magnetic, optical, and/or other types of storage media. Note that the memory  210  may have a distributed architecture, where various components are situated remotely from one another but can be accessed by the processor  202 . The software in memory  210  may include one or more software programs, each of which includes an ordered listing of executable instructions for implementing logical functions. The software in the memory  210  includes a suitable Operating System (O/S)  214  and one or more programs  216 . The operating system  214  essentially controls the execution of other computer programs, such as the one or more programs  216 , and provides scheduling, input-output control, file and data management, memory management, and communication control and related services. The one or more programs  216  may be configured to implement the various processes, algorithms, methods, techniques, etc. described herein. 
     Example User Device Architecture 
       FIG.  3    is a block diagram of a user device  300 , which may be used with the cloud-based system  100  or the like. Specifically, the user device  300  can form a device used by one of the users  102 , and this may include common devices such as laptops, smartphones, tablets, netbooks, personal digital assistants, MP3 players, cell phones, e-book readers, IoT devices, servers, desktops, printers, televisions, streaming media devices, and the like. The user device  300  can be a digital device that, in terms of hardware architecture, generally includes a processor  302 , I/O interfaces  304 , a network interface  306 , a data store  308 , and memory  310 . It should be appreciated by those of ordinary skill in the art that  FIG.  3    depicts the user device  300  in an oversimplified manner, and a practical embodiment may include additional components and suitably configured processing logic to support known or conventional operating features that are not described in detail herein. The components ( 302 ,  304 ,  306 ,  308 , and  302 ) are communicatively coupled via a local interface  312 . The local interface  312  can be, for example, but not limited to, one or more buses or other wired or wireless connections, as is known in the art. The local interface  312  can have additional elements, which are omitted for simplicity, such as controllers, buffers (caches), drivers, repeaters, and receivers, among many others, to enable communications. Further, the local interface  312  may include address, control, and/or data connections to enable appropriate communications among the aforementioned components. 
     The processor  302  is a hardware device for executing software instructions. The processor  302  can be any custom made or commercially available processor, a CPU, an auxiliary processor among several processors associated with the user device  300 , a semiconductor-based microprocessor (in the form of a microchip or chipset), or generally any device for executing software instructions. When the user device  300  is in operation, the processor  302  is configured to execute software stored within the memory  310 , to communicate data to and from the memory  310 , and to generally control operations of the user device  300  pursuant to the software instructions. In an embodiment, the processor  302  may include a mobile-optimized processor such as optimized for power consumption and mobile applications. The I/O interfaces  304  can be used to receive user input from and/or for providing system output. User input can be provided via, for example, a keypad, a touch screen, a scroll ball, a scroll bar, buttons, a barcode scanner, and the like. System output can be provided via a display device such as a Liquid Crystal Display (LCD), touch screen, and the like. 
     The network interface  306  enables wireless communication to an external access device or network. Any number of suitable wireless data communication protocols, techniques, or methodologies can be supported by the network interface  306 , including any protocols for wireless communication. The data store  308  may be used to store data. The data store  308  may include any of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, and the like)), nonvolatile memory elements (e.g., ROM, hard drive, tape, CDROM, and the like), and combinations thereof. Moreover, the data store  308  may incorporate electronic, magnetic, optical, and/or other types of storage media. 
     The memory  310  may include any of volatile memory elements (e.g., random access memory (RAM, such as DRAM, SRAM, SDRAM, etc.)), nonvolatile memory elements (e.g., ROM, hard drive, etc.), and combinations thereof. Moreover, the memory  310  may incorporate electronic, magnetic, optical, and/or other types of storage media. Note that the memory  310  may have a distributed architecture, where various components are situated remotely from one another, but can be accessed by the processor  302 . The software in memory  310  can include one or more software programs, each of which includes an ordered listing of executable instructions for implementing logical functions. In the example of  FIG.  3   , the software in the memory  310  includes a suitable operating system  314  and programs  316 . The operating system  314  essentially controls the execution of other computer programs and provides scheduling, input-output control, file and data management, memory management, and communication control and related services. The programs  316  may include various applications, add-ons, etc. configured to provide end-user functionality with the user device  300 . For example, example programs  316  may include, but not limited to, a web browser, social networking applications, streaming media applications, games, mapping and location applications, electronic mail applications, financial applications, and the like. In a typical example, the end-user typically uses one or more of the programs  316  along with a network such as the cloud-based system  100 . 
     User Device Application for Traffic Forwarding and Monitoring 
       FIG.  4    is a network diagram of the cloud-based system  100  illustrating an application  350  on user devices  300  with users  102  configured to operate through the cloud-based system  100 . Different types of user devices  300  are proliferating, including Bring Your Own Device (BYOD) as well as IT-managed devices. The conventional approach for a user device  300  to operate with the cloud-based system  100  as well as for accessing enterprise resources includes complex policies, VPNs, poor user experience, etc. The application  350  can automatically forward user traffic with the cloud-based system  100  as well as ensuring that security and access policies are enforced, regardless of device, location, operating system, or application. The application  350  automatically determines if a user  102  is looking to access the open Internet  104 , a SaaS app, or an internal app running in public, private, or the datacenter and routes mobile traffic through the cloud-based system  100 . The application  350  can support various cloud services, including ZIA, ZPA, ZDX, etc., allowing the best in class security with zero trust access to internal apps. 
     The application  350  is configured to auto-route traffic for a seamless user experience. This can be protocol as well as application-specific, and the application  350  can route traffic with a nearest or best fit enforcement node  150 . Further, the application  350  can detect trusted networks, allowed applications, etc. and support secure network access. The application  350  can also support the enrollment of the user device  300  before accessing applications. The application  350  can uniquely detect the users  102  based on fingerprinting the user device  300 , using criteria like device model, platform, operating system, etc. The application  350  can support Mobile Device Management (MDM) functions, allowing IT personnel to deploy and manage the user devices  300  seamlessly. This can also include the automatic installation of client and SSL certificates during enrollment. Finally, the application  350  provides visibility into device and app usage of the user  102  of the user device  300 . 
     The application  350  supports a secure, lightweight tunnel between the user device  300  and the cloud-based system  100 . For example, the lightweight tunnel can be HTTP-based. With the application  350 , there is no requirement for PAC files, an IPSec VPN, authentication cookies, or end user  102  setup. 
     The application  350  is executed on a user device  300 . The application  350  can dynamically learn all available services, adapts to changing network environments and provides a seamless and secure network resource access to Internet and darknet hosted applications. This is achieved through dynamic evaluation of network conditions, enrollment to individual services, learning individual service protocols, creating a link-local network on the device  300 , and establishing multiple secure tunnels to cloud services over this local network. 
     The application  350  is communicatively coupled to an agent manager in the cloud-based system  100 , etc. The application  350  enables communication to enterprise private resources via the cloud-based system  100  and to the Internet  104  cloud-based system  100 . The application  350  operates on a client-server model where an Information Technology (IT) admin enables appropriate services for end-users at a Cloud Administration Server (CAS) which can be part of an agent manager. Every client can make a unicast request to the agent manager (e.g., CAS) to discover all enabled services. On acknowledging the response, the client issues a request to authenticate to each service&#39;s cloud Identity Providers, an enterprise SAML IDP. Authentication can be multi-factor depending upon the nature of the service. On successful authentication, server contacts Mobile Device Management (MDM) or Inventory management provider to define access control rights for the device  300 . Post authorization, the device  300  is successfully enrolled into the agent manager which tracks and monitors all behavior of the device  300 . 
     Post-enrollment, the user device  300  creates a link-local network with a specific Internet Protocol (IP) configuration, opens a virtual network interface to read and write packets and opens multiple listening sockets at custom ports to create secure tunnels to available services through the cloud-based system  100 . On network changes, the device  300  dynamically evaluates reachability to pre-configured domains and depending upon the result it appropriately transitions all network tunnels, thus providing a seamless experience to the end-user. Further, the device  300  also intelligently learns the conditions which are appropriate for setting up network tunnels to cloud services depending upon several network heuristics such as reachability to a particular cloud service. 
     Application—Functionality 
     The application  350  enables a user to connect to multiple cloud services through the dynamic discovery of available services followed by authentication and access as exposed in the corresponding service protocol. The application  350  addresses the unmanageable growth of mobility and cloud-based services, which have led to a proliferation of individual applications for access to individual services. The application  350  can be implemented through a mobile application (“app”) which overcomes the hassle of deploying and managing several applications across a gamut of mobile devices, operating systems, and mobile networks to gain secure access to the cloud-based internet or intranet resources. The mobile application can uniquely perform a Dynamic evaluation of Network and Service Discovery, Unified Enrollment to all services, Application dependent service enablement, Service protocol learning, Service Availability through secure network traffic forwarding tunnels, and the like. 
     Again, enterprises have a strong need to provide secure access to cloud services to its end users. The growth of mobility and cloud in the IT enterprise has made it impossible for IT admins to deploy individual applications for individual services. The mobile app associated with the systems and methods overcomes these limitations through the dynamic discovery of available services to the end-user, followed by authentication and access to individual services. Further, the mobile app insightfully learns the protocol for each service and establishes a secure tunnel to the service. In essence, the mobile app is one app that an enterprise may use to provide secure connectivity to the Internet and diversified internal corporate applications. At the time of user enrollment, the mobile app will discover all services provided by the enterprise cloud and will enroll the user to all of those services. It will then set up secure tunnels for each application depending upon whether the application is internet bound or if it is internal to the corporate network (intranet). 
     The mobile app will also discover all applications provided within the enterprise cloud along with a Global Virtual Private Network (GVPN) service and show the available services to end-user. Endpoint Applications today provide one service for a specific network function (such as Virtual Private Network (VPN) to a corporate network, web security, antivirus to access the Internet). The mobile app can be used to enable all these services with single enrollment. The mobile app will provide services to darknet applications along with securing the Internet traffic. The mobile app can set up a local network on the mobile device. 
     Generally, the application  350  can support two broad functional categories—1) dynamic service discovery and access controls and 2) service availability. The dynamic service discovery and access controls include service configuration by the administrator, service discovery by the device  300 , service acknowledgment and authentication, service authorization and enrollment, and the like. For service configuration by the administrator, the IT admin can provide cloud service details at a centralized knowledge server, such as part of the agent manager, the enterprise asset management, etc. The cloud service details include the service type (e.g., Internet/intranet), network protocol, identity provider, server address, port, and access controls, etc. 
     For service discovery by the device  300 , the device  300  can issue a network request to a known Cloud Administrative Server (CAS) in the agent manager to discover all enabled services for a user. If a specific cloud server is not known a priori, the device  300  can broadcast the request to multiple clouds, e.g., through the agent manager communicating to the enterprise asset management, the enterprise SAML IDP, etc. 
     For the service acknowledgment and authentication, the device  300  acknowledges the response of service discovery and initiates the authentication flow. The device  300  learns the authentication protocol through the service discovery configuration and performs authentication of a configured nature at the enterprise SAML IDP. For the service authorization and enrollment, post successful authentication, the CAS, authorizes the device  300  and fetches the access control information by contacting an MDM/Inventory Solutions Provider. Depending upon the user context and the nature of access, the CAS enrolls the device  300  into several cloud services and informs the cloud services that the user has been enrolled for access. 
     The service availability includes link-local network setup, a traffic interceptor, and dynamic traffic forwarding tunnels to authorized services. The link-local network setup, post-enrollment, has the device  300  create a local network on the device  300  itself to manage various networking functionalities. For the traffic interceptor, the device  300  intercepts and evaluates all Internet traffic. Allowed traffic is tunneled to the cloud services such as in the security cloud  408 , whereas the rest of the traffic is denied as per enterprise policies. For the dynamic traffic forwarding tunnels to authorized services, depending upon the evaluation, the device  300  splits the traffic into the different tunnel to individual cloud services such as in the security cloud  408 . 
     The application  350  is a single application that provides secure connectivity to the Internet  104  and darknet hosted applications, such as the private enterprise resources. The application  350  communicates securely to the agent manager, which is controlled by an IT admin. The application  350  learns available services and authenticates with each service. Post proper enrollment, the application  350  securely connects to cloud services by means of network tunnels. 
     Again, the application  350  is an example application, such as ZApp from Zscaler, Inc. Other types of enterprise applications are also contemplated herein. In general, the application  350  is executed on the user device  300 , typically in the background. The application  350  enables some cloud-based functionality with the user device  300  and the cloud-based system  100 . Further, issues with the application  350  are critical to resolve to ensure connectivity and access to the cloud-based system  100 . 
     Enterprise Application Troubleshooting Process 
       FIG.  5    is a flowchart of an enterprise application troubleshooting process  500 . The enterprise application troubleshooting process  500  contemplates operation as a computer-implemented method on the user device  300  and can be embodied as computer-readable code stored on a non-transitory computer-readable storage medium. The enterprise application troubleshooting process  500  includes providing functionality for the user device while operating in background on the user device  300  (step  502 ); responsive to an issue with the functionality of the application  350  and presenting a user of the user device  300  a list of a plurality of issue types for selection thereof, receiving a selection from the user of an issue type for the issue (step  504 ) and collecting data from the user device based on the selected issue type (step  506 ). The enterprise application troubleshooting process  500  can further include transmitting the collected data to a back-end server for troubleshooting of the issue. 
     The functionality can be one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN). The functionality can be performed with a cloud-based system  100  over the network, i.e., the Internet. The plurality of issue types can include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. The collected data is different for each of the plurality of issue types. The collected data can be captured while the issue is occurring to assist in troubleshooting thereof. 
     Thus, when a user of the user device  300  is having a problem with the application  350 , the user can select a problem category to report the issue. For example, the plurality of issue types can be the problem category and can be displayed via a User Interface (UI) on the user device  300 . The user device  300  can gather context-specific information based on the selected problem category and then include the collected context-specific information with a report of the issue. Advantageously, this approach significantly improves the troubleshooting process and more importantly captures data where it may not be possible to predictably reproduce the issue. 
     Use Cases 
     Again, the application  350  can always run on the user device  300  in the background. For example, the application  350  could be a monitoring software, antivirus app, firewall, VPN client, etc. For example, a user facing delay in Domain Name System (DNS) resolution can select the associated problem while reporting the issue. The application  350  would collect nslookup or ping output and would attach this information in the issue reporting. Similarly, for system overheating, the application would collect CPU usage, memory profile, etc. The problem categories would be based on the functionality of the application and the possible network/system areas it interacts with. 
     In an embodiment, a user is experiencing slowness in the browsing, and the websites are taking a long time to load. The user suspects this issue to be related to the network app X running on the system. The user would report the issue in the network app X under “Slow browsing” tab. The network app X would collect the data under various heads which could impact the browsing experience of the user such as Traceroute, ping, Hypertext Transfer Protocol (HTTP) header traces, packet capture, etc would be relevant to troubleshoot this issue. The data using all these utilities/commands would be collected at the real-time of reporting and sent to the enterprise support. 
     In another embodiment, a user is experiencing the user device  300  heating up intermittently or when performing a particular task. The user suspects it to be related to the network app and tries to report the issue under “System heating up” tab. The network app X would collect packet capture, process list, network adapter statistics, system information, etc. 
     In a further embodiment, the user is facing an abnormal battery drain on the system. The user suspects that it is caused by the network app X, and therefore reports the issue under “Battery Drain” tab. The network app X would collect system information, CPU and memory per process, system event logs. This would help support in identifying the actual process on the system that is utilizing high resources and causing the problem. 
     In a further embodiment, the user is normally running the network app X on the user device  300  and suddenly faces “Blue Screen of Death” (BSoD). The user wants to know to know the root cause and suspects the network app X to be the reason. The user would report the issue under “Blue Screen.” The network app X would now collect event logs, system information, etc. 
       FIG.  6    is a diagram illustrating a list of problems  600  and a mapping of data  602  collected based thereon. For example, the problems  600  can include slow browsing, system heat up, no disk space, hanging or general slowness, battery drain, HTTPS/certificate issue, no Internet, blue screen, application crash, or other. 
     The data  602  can be, for example, traceroute, ping, memory map, system information, packet capture, sampling data, HTTP traces, CPU and memory information per process, nslookup, process list, IP config/network adaptor statistics, system event logs, etc. The present disclosure includes an example mapping of what data  602  is captured for which problem  600 . For other, or unknown, all of the data  602  can be captured. 
     Packet Dump 
     It has been determined the application  350 , as well as other types of mobile applications, tends to behave abnormally on network changes, network connectivity issues, on waking up the device  300  after a long time, slowness issues, etc. Application level logging is not sufficient to help the support team debug the wide range of issues. Application level logging is based on data from the application  350  alone. There is a requirement for extensive network level debugging to identify the root cause. Without this information, a support engineer has to conduct a live debug to understand the user&#39;s network conditions and then simulate the user&#39;s network infrastructure in-house and try to reproduce the issue to identify the root cause. This is inefficient, time consuming, and conditions may be different. 
     To solve this problem, a packet dump utility is included in the application  350 , as well as in other enterprise network applications. This will dump the network packets [in PCAP format] at the time issue occurs, which can be later used by support engineer for troubleshooting. The support engineer would require packet captures (PACPs) to troubleshoot for slowness, connectivity problems, packets drop, retransmission, Transmission Control Protocol (TCP) handshake failures, and many more such issues. As is known in the art, PCAP is an Application Programming Interface (API) for capturing network traffic. PCAP is an abbreviation of “Packet Capture.” 
     When a user, via the user device  300  and the application  350 , is facing some problem such as slow browsing, connectivity issues, etc, the user can go to the application  350  and select/enable a “Start Packet Dump” button from the UI. The application  350  (firewall, VPN, etc.) already intercepts the packets. The utility will collect the on-going traffic from the application  350  and dump those into a PCAP format with metadata such as the time of capture. The user can then tap the “Stop Packet Dump” button on the application  350  to stop. The utility will automatically store the packets in a file on the user device  350 . This can be used by support engineer to troubleshoot and find what the actual point of failure was. 
     The context specific packet captures would be helpful in debugging the problem and finding the root cause without requiring user to reproduce it and support engineer to conduct any additional session with the user. Since a lot of issues are not always reproducible predictably, this has an added advantage of capturing the packets when the issue is happening. 
     The packet dump has been described with reference to the application  350 . However, the packet dump can be integrated to any network application already intercepting traffic, including the application  350 , running on any mobile operating system (like android, iOS, etc), saves the network packets in the standard PCAP format in an output file. The packets can be dumped at a virtual interface or tunnel extension interface provided by the operating system. This file could be opened in any traditional network tool, like Wireshark, capable of reading the PCAP format, for debugging issues occurring on mobile devices. 
     Note, iOS does not support a packet trace directly. A workaround can include an external computer recording a packet trace on an attached iOS device using the Remote Virtual Interface (RVI) mechanism. Without this disclosure, if a customer with the application  350  complains about any network issue on an iOS device, customer support advises the customer to connect their iOS device to a Mac machine and then capture packets on the virtual interface that shows on the Mac (corresponding to interface that iOS uses to share the Internet). This is cumbersome and mostly infeasible as not every customer has access to a Mac machine. 
     Procedure to Debug Issues from Captured Packets 
     The packet captures can be used to glean all sorts of useful information from an application as it runs. It will show all of the network calls that are occurring under the hood of an application. The captured packets are helpful in debugging a variety of issues such as slow DNS resolution, slow HTTP communication, connection close issues, SSL handshake failure, SSL interception issues, packet fragmentation issues, authentication issues, etc. 
     Once a user faces a problem, the user can run the packet dump utility which would save the network packets in a file. It is also possible to apply filters to show only traffic from specific applications, and then apply another filter to show only traffic to other machines. In an embodiment, the packet dump utility captures all packets. In another embodiment, the packet dump utility can capture a certain type of packets. That is, the filtering can be on all of the packets in a troubleshooting application, or the filtering can be on the front end during the packet capture. The filtering allows a troubleshooter to look for specific things. The filters can be on the basis of source IP or port, destination IP or port, protocol like DNS, HTTP, TCP, UDP, SSL, etc. 
     If the user experiences delay in accessing websites on the user device  300 , this utility integrated in the enterprise network application  350  can collect network traffic and would provide enough information of DNS and HTTP packets to debug the problem. Similarly, in a company network doing SSL interception, this can cause mobile apps to break due to SSL issues. SSL interception (also TLS or HTTPS interception) is the process of encrypted internet communication between a client (e.g., the device  300 ) and a server. The interception can be executed between the sender and the receiver and vice versa (receiver to sender)—it&#39;s the same technique used in man-in-the-middle (MiTM) attacks, without the consent of both entities. This interception is performed for inspection, such as via the system  100 . In such cases as well, the captured packets can show the SSL certificates, ciphers, etc. used in the communication and help debug the problem. In another example, the enterprise application  350  using UDP based tunnels can cause mobile apps to break/slow down due to packet fragmentation issues. With this utility, it is easy to debug/detect this kind of problem. 
     Background Applications 
     A user can use an application that is always running on the user device  300  in the background. This application could be a monitoring software, antivirus app, firewall, VPN client, etc. 
     There are a range of issues that this user could run into due to this application. When the user faces an issue, the user reaches out to report the problem so that it can be looked into by the enterprise support of the application. The support engineer will then troubleshoot the problem based on the reported description or application logs. But depending on the problem, some of the information may not be available in the logs or required real time information when the problem was seen. The support engineer would need to ask the user to collect relevant information in the future and report back. This is not efficient and causes additional overhead. The situation worsens when the issue is sporadic and not reproducible at will. 
     In this solution, we propose to include real time monitoring data whenever a user reaches out to report an issue. The application records important information at any point of time for the last 15 minutes and provides that information along with the logs. For example, the network issues require packet captures when the issue happens. This would be difficult to capture later in time but the application keeps track of last 15 mins captures at any point and makes that available. In another instance when the application happens to crash, the state of the machine gets lost once the user resumes activity. But our solution records system statistics like CPU, memory, battery, process dump at regular intervals and makes that available for analysis. 
     CONCLUSION 
     It will be appreciated that some embodiments described herein may include one or more generic or specialized processors (“one or more processors”) such as microprocessors; Central Processing Units (CPUs); Digital Signal Processors (DSPs): customized processors such as Network Processors (NPs) or Network Processing Units (NPUs), Graphics Processing Units (GPUs), or the like; Field Programmable Gate Arrays (FPGAs); and the like along with unique stored program instructions (including both software and firmware) for control thereof to implement, in conjunction with certain non-processor circuits, some, most, or all of the functions of the methods and/or systems described herein. Alternatively, some or all functions may be implemented by a state machine that has no stored program instructions, or in one or more Application-Specific Integrated Circuits (ASICs), in which each function or some combinations of certain of the functions are implemented as custom logic or circuitry. Of course, a combination of the aforementioned approaches may be used. For some of the embodiments described herein, a corresponding device in hardware and optionally with software, firmware, and a combination thereof can be referred to as “circuitry configured or adapted to,” “logic configured or adapted to,” etc. perform a set of operations, steps, methods, processes, algorithms, functions, techniques, etc. on digital and/or analog signals as described herein for the various embodiments. 
     Moreover, some embodiments may include a non-transitory computer-readable storage medium having computer-readable code stored thereon for programming a computer, server, appliance, device, processor, circuit, etc. each of which may include a processor to perform functions as described and claimed herein. Examples of such computer-readable storage mediums include, but are not limited to, a hard disk, an optical storage device, a magnetic storage device, a Read-Only Memory (ROM), a Programmable Read-Only Memory (PROM), an Erasable Programmable Read-Only Memory (EPROM), an Electrically Erasable Programmable Read-Only Memory (EEPROM), Flash memory, and the like. When stored in the non-transitory computer-readable medium, software can include instructions executable by a processor or device (e.g., any type of programmable circuitry or logic) that, in response to such execution, cause a processor or the device to perform a set of operations, steps, methods, processes, algorithms, functions, techniques, etc. as described herein for the various embodiments. 
     Although the present disclosure has been illustrated and described herein with reference to preferred embodiments and specific examples thereof, it will be readily apparent to those of ordinary skill in the art that other embodiments and examples may perform similar functions and/or achieve like results. All such equivalent embodiments and examples are within the spirit and scope of the present disclosure, are contemplated thereby, and are intended to be covered by the following claims.