We want to make sure Onboarding is as smooth as possible both for admin users and for new hires. If challenges arise, we want you to have the information you need to troubleshoot as quickly as possible. The article below explains some troubleshooting steps for our Onboarding tool.
In this article:
Navigating to Onboards
Common Troubleshooting Step
Regenerating Onboarding Packet
Resending Password
Troubleshooting Your New Hire To ADP
Additional Resources
In order to see the Onboarding Dashboard you will need the user permission; Onboarding Coordinator. If you would like a detailed guide on the onboarding dashboard, you can check out this help center article: Introduction to Onboarding.
Navigating to onboard
- From the dashboard, Click Tools > Onboarding
- Click on the Onboards Tab
- This is the main onboarding tab which displays all in-progress or completed onboarding packets.
Common Troubleshooting Step
The first step we advise for anyone experiencing issues with onboarding is to clear Cache and Cookies on their browsers. This is common for issues including, accessing the onboarding dashboard, or a new hire having issues loading their onboarding packet. The steps are below.
- On your browse locate the settings. For Google Chrome, it is the hamburger icon on the top-right.
- Click on Settings.
- Click on Privacy and Security.
- Then select Clear Browsing Data.
- Confirm that the Time Range is set for "All Time." If you do not want to clear your browsing history, simply uncheck the box for Browsing History and only clear your cache and cookies.
Regenerating a Packet
Sometimes an onboarding packet's contents may show up jumbled or incorrect. These issues can generally be resolved by regenerating the completed onboarding packet.
- Navigate to the Onboards Dashboard, by Clicking Tools> Onboarding> Onboards.
- Locate the new hire's packet. You may need to adjust the filters at the top of the page.
- Click on the folder icon on the right-hand side of the page to open a small window.
- Scroll down in that window to the bottom. You will see a "Regenerate Packet" button. Click the button and wait for the packet to regenerate.
- You will receive an e-mail. You can also refresh your page and click the folder icon again to see if the process has been completed.
- Once done, try downloading the packet again.
Resending password
If your new hire ever needs their welcome e-mail to be resent or if they need to reset their password, you can resend the initial welcome e-mail for the onboarding packet. You can do this from the Candidate Profile or from the Onboard Tab
- From the candidate profile, Click on the Hire Tab.
- Click on the onboarding packet that has been created.
- From the Onboarding Packet details, select "Send Welcome Email".
- This will bring you to the email editor, where you can edit the email or leave it as is and then hit send.
- To resend the welcome e-mail, go to Tool> Onboarding> Onboards.
- From here, you will need to locate the new hire’s onboarding record. You may need to adjust the filters at the top of the page if you don’t see the new hire you’re looking for.
- Click on the pencil icon next to the onboard’s record and a small window will appear.
- In the window, click the blue “Resend Welcome E-mail” button to resend the welcome e-mail.
ADP Bi-Directional: Troubleshooting if your New Hire did not send to ADP
If a new hire has completed their onboarding packet, depending on how your integration was set up, it should send the new hire information to your payroll provider. If there are error messages they will appear in the candidate profile. For more information on troubleshooting those errors, see this article: ADP Bi-Directional: Troubleshooting if your New Hire did not send to ADP.
Additional Resources
For more information on onboarding check out our FAQ: Onboarding F.A.Q.
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