--- title: "Troubleshooting and Support" slug: "zentax-troubleshooting-and-support" updated: 2026-09-25T06:28:38Z published: 2026-09-25T06:28:38Z canonical: "zenoplesupport.aqore.com/zentax-troubleshooting-and-support" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://zenoplesupport.aqore.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting and Support ## Troubleshooting and Support ### Quick checks Before retrying a filing action: 1. Confirm the company, form, year, frequency, and period. 2. Confirm that the payroll or year-end batch is processed. 3. Confirm that the batch contains the expected employees. 4. Review high-priority exceptions. 5. Check whether the return is Pending, Processing, or already Accepted. 6. Avoid starting a second return while the first is still processing. ### Troubleshooting guide | **Problem** | **Likely reason** | **What you can do** | | --- | --- | --- | | ZenTax does not open from Zenople | The session expired, the shortcut is unavailable, or your account lacks access. | Sign in to Zenople again, open ETC/Shortcuts, and select ZenTax. Contact your administrator or Aqore Support if access is still missing. | | Company is not listed | The company is not available to your account or the access information is stale. | Confirm the company is assigned to you and sign in again. Contact Support if the company should be available. | | Form Type or Year is disabled | The previous selection has not been made. | Select Company, then Form Type, then Year. | | Reporting periods are missing | The reporting frequency is not selected or the source data has not been processed. | Select Reporting Frequency, confirm the period, and ask Support to sync or re-sync the latest information if needed. | | No return appears in Return List | The selected date range has no available return or the batch is not ready. | Confirm the date range and batch processing status in Zenople. Do not create a duplicate return until the result is confirmed. | | Year-end batch not found | No valid processed batch is available or the batch has no employees. | Process the batch in Zenople with at least one employee, then return to ZenTax. | | Save is disabled | A required field is blank, a field format is invalid, or no change was made. | Complete required fields, correct highlighted values, and make sure you are in Edit mode. | | Form shows highlighted errors | One or more values fail the form rules. | Correct every highlighted field and save again. | | Fix Issue will not save | A required parameter or pattern rule is not satisfied. | Use the displayed field type, format, and required indicators; then select Update again. | | Add/Edit Information is disabled | Federal submission is in progress or the return is accepted. | Wait for the submission result. Contact Support if the return is not expected to be locked. | | Status remains Pending | The request has not started or the required consent/submission action is incomplete. | Confirm the selected authorization choice and complete the Start, Save Consent, or Submit action shown. | | Status remains Processing | The agency or verification service has not returned a result. | Wait and check again later. Do not submit a duplicate request. | | Federal file is Rejected | The receiving agency identified an error. | Open the rejection details, correct the listed information, and use the available correction workflow. | | SSA or TIN results include invalid records | Employee or taxpayer information does not match the agency record. | Review the correction grid, update the source record in Zenople, process the batch, and run the applicable verification again. | | Totals are unexpected | The wrong company, year, period, or batch is selected, or the source data changed after processing. | Stop before submitting, verify the selection and batch, and request a sync or re-sync if necessary. | | Download does not start | The browser blocked the download or the file is still being prepared. | Allow downloads for the ZenTax window, wait for processing, and try again. | | Download is empty or unreadable | The file was generated before processing finished or an error occurred during generation. | Confirm the task status and retry once. Contact Support with the form and period if the file remains invalid. | | Local file shows an additional-cost warning | Local file generation has a charge associated with it. | Confirm your organization's approval before downloading. Contact your account representative with billing questions. | | A state or local submission shows Submitted but the agency has no record | ZenTax records the status, but the external agency processes the filing separately. | Check the agency confirmation and contact the agency when appropriate. Contact Support if the downloaded file or ZenTax record appears incorrect. | | Session expired while working | Your login session ended or could not be refreshed. | Return to Zenople, sign in again, and reopen ZenTax. Unsaved form changes may need to be entered again. | ### When to contact Aqore Support Contact Aqore Support when: - You cannot access ZenTax after signing in again. - A company, form, year, or period that should be available is missing. - A processed batch does not appear after the requested sync or re-sync. - A return is locked even though no submission is in progress. - A file cannot be generated, downloaded, opened, or reconciled with the displayed totals. - A rejection message is unclear or does not provide a correction path. - A status remains unchanged beyond the processing time shown by the screen or applicable agency guidance. - The same error returns after you correct the displayed fields. - You suspect duplicate filing, incorrect company selection, or incorrect period selection. ### What to include in a support request Provide: - Company name. - Form type. - Filing year and quarter or reporting period. - The screen and action you were using. - The exact message or status shown. - Approximate time the issue occurred. - A screenshot that does not expose passwords, credentials, or unnecessary personal information. - The steps that reproduce the issue. Do not send passwords, agency credentials, full employee identifiers, or unprotected tax files in a support request. ### Support contact Use the support contact shown in ZenTax or email **support@aqore.com**. For urgent filing deadlines, contact Support as early as possible and also follow the applicable agency's deadline and extension guidance.