# US 2021/0344722 A1 · Cloud application design for efficient troubleshooting > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2021/0344722 A1 - Document ID: US20210344722A1 - Status: Published application - Kind: A1 - Application number: 17/375,338 - Filed: 2021-07-14 - Published: 2021-11-04 - Earliest claimed: 2019-09-05 - Assignees: Zscaler, Inc. - Applicants: Zscaler, Inc. - Inventors: Rohit Goyal; Rishabh Gupta - Web page: https://patentgrep.com/patent/US20210344722A1 ## CPC - H04L 41/5061: characterised by the interaction between service providers and their network customers, e.g. customer relationship management - H04L 63/20: {for managing network security; network security policies in general (filtering policies H04L63/0227)} - H04L 43/065: related to network devices - H04L 43/0817: by checking functioning - H04L 61/4511: using domain name system [DNS] - H04L 63/0272: {Virtual private networks} - H04L 63/1425: {Traffic logging, e.g. anomaly detection} - H04L 63/30: {for supporting lawful interception, monitoring or retaining of communications or communication related information (circuit switched telephony call monitoring H04M3/2281)} - H04L 67/75: Indicating network or usage conditions on the user display - H04L 41/5096: {wherein the managed service relates to distributed or central networked applications} - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract Systems and methods 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. ## Claims ### Claim 1 A non-transitory computer-readable storage medium having 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 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. ### Claim 2 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the time interval is a set amount of time, and each collected packet is deleted at the expiration of the time interval. ### Claim 3 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the computer-readable code stored thereon is further programmed performs steps of: 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. ### Claim 4 (depends on 3) The non-transitory computer-readable storage medium of claim 3, wherein the collected data is different for each of the plurality of issue types. ### Claim 5 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the enterprise application is one of one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system. ### Claim 6 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the issue includes any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. ### Claim 7 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the collected packets are in a PCAP format. ### Claim 8 A user device comprising: 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 perform steps of 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. ### Claim 9 (depends on 8) The user device of claim 8, wherein the time interval is a set amount of time, and each collected packet is deleted at the expiration of the time interval. ### Claim 10 (depends on 8) The user device of claim 8, wherein the steps further 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. ### Claim 11 (depends on 10) The user device of claim 10, wherein the collected data is different for each of the plurality of issue types. ### Claim 12 (depends on 8) The user device of claim 8, wherein the enterprise application is one of one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system. ### Claim 13 (depends on 8) The user device of claim 8, wherein the issue includes any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. ### Claim 14 (depends on 8) The user device of claim 8, wherein the collected packets are in a PCAP format. ### Claim 15 A method implemented by an enterprise application comprising steps of: 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. ### Claim 16 (depends on 15) The method of claim 15, wherein the time interval is a set amount of time, and each collected packet is deleted at the expiration of the time interval. ### Claim 17 (depends on 15) The method of claim 15, wherein the steps further 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. ### Claim 18 (depends on 15) The method of claim 15, wherein the enterprise application is one of one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system. ### Claim 19 (depends on 15) The method of claim 15, wherein the issue includes any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes. ### Claim 20 (depends on 15) The method of claim 15, wherein the collected packets are in a PCAP format.