FAQs About Troubleshooting Websites

In cases where a JavaScriptConsole (or JS Console) screenshot is needed, the steps may vary depending on the Internet browser. Please follow the steps below for the appropriate recommended web browser.

Google Chrome

1. Click the three horizontal dots in the upper-right corner.
2. Hover over More Tools.
3. Click Developer Tools.
4. Take a screenshot of the entire webpage with the JavaScript Console visible. Ensure the Console tab is visible, and not Elements, Network, or any other tabs.

Mozilla Firefox

1. Click the three horizontal lines (or hamburger icon) in the upper-right corner.
2. Click Developer.
      
3. Click Inspector.
      
4. Click Console.
      
5. Take a screenshot of the entire webpage with the JavaScript console, not only the console box. Ensure the Console tab is visible, not Elements, Network, or any other tabs.

Keyboard Shortcut

Alternatively, you can use a keyboard shortcut to pull up your browser's Javascript Console.

• Windows: Ctrl + Shift + J

• Mac OS: Cmd + Opt + J

In cases where a screenshot of a user's dashboard or the JavaScript Console are needed, the steps to take a screenshot vary depending on the system.

Mac

1. Hold down Command + Shift + 4.
2. Drag a box around the area to capture.
3. The screenshot will be saved to the user's desktop by default.

Windows

1. Hold down Alt + Prt Scrn.
   • The Print Screen button is located in the upper right-hand side, near the number keys.
2. Open the Paint application.
3. Right-click in the Paint program and click Paste.
4. Click Save As and name the file.

If nothing happens when trying to download a document, it may be an issue with the browser settings. Check the browser's address bar for an icon with a red X. If this appears after clicking the link to download, then a pop-up blocker is enabled. Click the link to disable the pop-up blocker and retry the download.

There are a couple reasons that might prevent you from seeing an Inbox task:

• You've logged in under the wrong email address. Zenefits sends task reminders to specific email addresses, so if you've linked multiple accounts, switch to the account that was originally associated with that email address.
• You've already completed it.
• The task was sent to multiple people, and someone else completed it before you.
• Zenefits may have deleted the task because it was no longer necessary, or was created in error.

If you're having trouble uploading a document into Zenefits, first make sure that you are using one of our recommended platforms. You can also try clearing your browser's cache or using an incognito window.

In the event that you received a PDF or website link from Zenefits and you are unable to open it, try copying and pasting it into your browser's search bar. Many browsers will truncate email links and therefore will not open properly by clicking. If you are unable to open a link sent by Zenefits, log into your Zenefits account as normal and then copy/paste the email link into your browser. See below for additional troubleshooting steps.

In the event a button or link is not working, first confirm there are no red notifications or error messages on the page due to an incomplete step. If there are no errors, try the troubleshooting steps below.

1. Make sure that whatever browser you're using is the most updated version.

2. Try clearing your browser's cache and cookies

3. For Google Chrome, click the three horizontal lines in the upper right hand corner of the window.

• To clear browsing data, click Clear Browsing Data in the More Tools tab.
• To open an incognito window in Chrome, click New Incognito Window.

For Firefox, click the three horizontal lines in the upper right hand corner of the window.

• To clear browsing data, click History and select Clear Recent History.
• To open an incognito window, click New Private Window.

If you're using the most updated version of Safari or Edge but still having issues, you may want to try Chrome or Firefox.

4. If you're using the most updated version of Chrome or Firefox but still having issues, you may want to try clearing your cache and cookies.

5. If you're using Chrome and have cleared your cache and cookies and are still having issues, you may want to try clearing your application data. 

6. If you've tried clearing your application data and you have a second computer, you may want to try testing the button or link there.

7. If you've tried all of the above and are still experiencing issues, please contact us with a screenshot of the full page with JavaScript Console enabled.

If a page in Zenefits does not display at all, or shows a continuous loading screen:

• Make sure to use a recommended browser, such as Firefox or Google chrome, on a laptop or desktop computer. Some pages may not display correctly on a tablet or phone.
• If you are using a recommended browser and device and are still encountering issues, please contact Support. In order to expedite the troubleshooting process, please include the URL of the page and a screenshot of the JavaScript Console.

Using RAR Extractor on Mac 

Using Safari Browser on Mac 

1. Open Safari, then select Safari and then Preferences in the top left corner of your screen. 

2. Make sure the Open "safe" files after downloading box is checked. 

3. Find the file in the Download folder and copy the file name. (It will be in the format xxxxx.zip). 

      pwd [ return ]
      cd Downloads [return] 
      unzip [paste full file name] [return] 

In order to better protect Zenefits users from malicious file types, Zenefits platform is configured to only accept the following file types to be uploaded onto the platform. In addition, any macros included in uploaded files will be automatically removed. If you have a file type not included in the list, please reach out to us and let us know.