Posted on: Fri, 31 Oct 2025 23:37:24 UTC
Resolved on: Wed, 05 Nov 2025 23:43:16 UTC
Impact Start Time: Fri, 31 Oct 2025 23:00:00 UTC
Impact Remediated: Wed, 05 Nov 2025 23:38:01 UTC
Image Categorization – Service Degradation
Customer Impact: Customers may experience degraded performance or temporary unavailability for Image Categorization functions. OCR and other DLP features remain unaffected.
Services affected: Security
Status: Resolved
Event Type: Service Degradation

Zscaler is currently investigating an issue impacting Image Categorization within the Data Protection service. Customers leveraging this capability may experience degraded performance when traffic is subject to image categorization workflows. All other Data Protection inspection functions — including OCR — remain healthy and fully operational at this time. Zscaler teams are actively working on a fix, which will be deployed following validation.

For more information, please check the information available in your Zscaler Customer Support Portal (CSP) under the service status. Further updates will be provided as additional information becomes available.

Incident Status: Resolved
Root cause: The incident was triggered by a defect in the newly introduced Image Categorization capability, which resulted in unexpected service performance degradation when enabled.

Update - Sun, 02 Nov 2025 05:30:01 UTC

We have identified the root cause of the issue and working on resolution.

Update - Sun, 02 Nov 2025 14:21:22 UTC

To stabilize performance during this incident, Zscaler has temporarily disabled the Image Categorization capability on the zscalerone.net and zscalertwo.net clouds. Remaining cloud environments will be addressed during their respective scheduled maintenance windows. Zscaler is actively progressing the corrective fix. Service restoration will begin following successful validation and deployment. Further updates will be shared as the resolution progresses.

Update - Wed, 05 Nov 2025 23:43:16 UTC

To stabilize performance during this incident, Zscaler implemented targeted service optimizations across all ZIA clouds, which reduced platform load and accelerated service recovery. Zscaler teams continue to progress the permanent fix, which will be deployed following completion of testing and validation. This incident is now resolved.