Trouble with Activityid?
The Activityid is crucial for the Support Team when investigating booking errors or failures. This unique identifier helps the team quickly track and analyse specific issues, making troubleshooting more efficient and effective.
To provide an activity id:
- On the Dashboard, click on Powered by Zeno (at the bottom) to access the Support page.
- The Activityid can be found under General Information.
Tip
Alternatively, the Activityid can be copied and pasted from an error message.
Send the ID to your travel expert. When sending the activityid, the following information should also be included...
- User Name or User ID of the person that experienced the error
- Where in the booking process the error occurred
- Time and Date the error occurred
Trouble Accessing Zeno Services?
In Zeno, you can check if you have the required access to its services and confirm they are online and working. This ensures you can use Zeno's features smoothly without any interruptions.
- On the Dashboard, click on Powered by Zeno (at the bottom) to access the Support page.
- On the Support page, click on the Status header in the Versions section, as shown in the following screenshot...
The Status indicator for all Services is updated.
Icon Description Service not running successfully. Failed to fetch error. Click to check the status of a service. Service is running successfully.
Zeno is Taking Longer to Respond?
From within Zeno, you can check if you have access to Zeno services and that the services are online.
- Navigate to the Login page.
- Click the link at the bottom of the page, as shown in the following screenshot...
Note
Depending on the Login configuration, the login page may differ
The Status indicator for all Services is updated.
- On the Zeno® Online Tools pop-up window, scroll to the Zeno® Online Speed Test section and click the Speed Test link.
- The Speed Test will execute, as shown in the following screenshot...
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Upon completion, record the details and through to your IT Team for interpretation.
- Click the Ok button to exit.
Have Issues Logging in?
If you are experiencing issues with logging in, check the following...
- Check the correct URL is being used.
- Check the user ID is correct.
- Check the correct password is being entered, passwords are case-sensitive.
- Check the user has not been blocked from Zeno.
If you are sure the login credentials are correct, contact your Online Support Centre.
How do I Reset Security Zones?
Internet Explorer provides the option to reset the security zone level to the default setting applied when the browser was first installed.
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Open Microsoft Edge.
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Click the Settings and more icon
in the top right corner and select Settings from the drop-down menu.
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On the Internet Properties dialog, select the Security tab.
- In the Security level for this zone section, click the Default level button or click the Reset all zones to default level button to reset all security zones at once, as shown in the following screenshot...
Note
If you use other applications that require specific configurations you may need to re-apply those settings after this resetting.
How do I Configure a Ttrusted Site Zone?
Zeno uses external websites, some of which do not support https: (secure content), and these must be added as trusted sites to avoid getting mixed content warnings. For example, http://maps.google.com
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Open the Windows start menu and type Control Panel.
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From the All Control Panel Items window, select Internet Options.
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On the Internet Properties dialog, select the Security tab.
- From the Select, a zone to view or change security settings section, select the Trusted Sites option.
- Click the Sites button, as shown in the following screenshot...
- On the Trusted sites dialog, enter the web address in the Add this website to the zone textbox and click the Add button, as shown in the following screenshot...
The web address is now displayed in the Websites field, as shown in the following screenshot...
- Click the Close button.
- On the Security tab, click the Custom level... button.
- From the Security Settings - Internet Zone dialog, scroll to the Miscellaneous section and ensure the Display Mixed content option is Enabled. If not, select the Enable radio button.
- Click the OK button.
- Click Yes on the Warning dialog and click OK to close the Internet Options dialog.
Firewall and Proxies?
Ensure any firewall or proxy that you access the internet through will allow access to the Zeno URL and port 443.
Accessing the Zeno Site?
If you experience trouble accessing the Zeno URL; check it has been added as a trusted site. Refer to Trusted Site for details.
How do I Clear my Browser Cache?
If you are still experiencing problems such as ‘Internal Server Error’ and you have been informed by the Support Centre that you should be able to access the site; clear the browser's cached files.
Consult your browser's HELP pages for instructions on how to clear the cache.