FAQs About Troubleshooting Websites

Depending on a user's web browser, the steps to clear the browser's cache and cookies can vary. Please see instructions on how to clear cache for recommended web browsers below.

To quickly bring up the Clear Browsing Data menu in both Chrome and Firefox:

PC: Press Ctrl+Shift+Delete
Mac: Press Command+Shift+Delete (the bigger of the two Delete keys)

Google Chrome

  1. Click the three horizontal lines hamburger.png (or "hamburger icon") in the upper-right corner.
  2. Hover over More Tools.
  3. Click Clear Browsing History.

Mozilla Firefox

  1. Click the three horizontal lines hamburger.png (or "hamburger icon") in the upper-right corner.
  2. Click Preferences.
  3. On the left-hand side click on the Advanced icon.
  4. From the top bar select Network.
  5. Under Cached Web Content click Clear Now.

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. image
  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 hamburger.png (or hamburger icon) in the upper-right corner.
  2. Click Developer.
       image
  3. Click Inspector.
       image
  4. Click Console.
       image
  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 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. If you're using the most updated version of Safari or Edge but still having issues, you may want to try Chrome or Firefox.
  3. 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.
  4. 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.
  5. 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.
With some versions of macOS, the zip file downloaded from Zenefits turns into a cpgz file which then turns back into a zip file.  This loop will continue forever.
 
There are a few ways to unzip the file properly: 

Using RAR Extractor on Mac 

1. Install RAR Extractor Lite from the App store. 

Using Safari Browser on Mac 

1. Open Safari, then select Safari and then Preferences in the top left corner of your screen. 
Safari Preferences - Clean
2. Make sure the Open "safe" files after downloading box is checked. 
Safe Files Box in Safari Download
3. Log into Zenefits using Safari and download the zip file again. When you click the download link Safari will download and unzip it. 

Using Terminal on Mac 

1. Use Spotlight Search (Command + Spacebar) to find Terminal and open the application. 
2. Download the file to the Downloads folder. This is the default setting for most Macs. 
3. Find the file in the Download folder and copy the file name. (It will be in the format xxxxx.zip). 
Screenshot of Downloads Folder
4. In Terminal, enter the following commands: 
      pwd [ return ]
      cd Downloads [return] 
      unzip [paste full file name] [return] 
Terminal of unzip
The file will automatically unzip in the download folder. 
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. If you have a file type not included in the list, please reach out to us and let us know.

  • .odt
  • .doc
  • .docx
  • .docm
  • .dotm
  • .docm
  • .pages
  • .numbers
  • .pdf
  • .ppt
  • .pptx
  • .pptm
  • .potm
  • .ppam
  • .ppsm
  • .sldm
  • .txt
  • .rtf
  • .xls
  • .xlsx
  • .xlsm
  • .xltm
  • .xlam
  • .xltx
  • .csv
  • .jpg
  • .jpeg
  • .jfif
  • .gif
  • .png
  • .bmp
  • .tiff
  • .webp
  • .html
  • .htm
  • .heic
  • .zip
  • .exp
  • .json
  • .msg

Still need our help? Our support team is waiting to help you. Contact us