We wrote this article for internal IT teams (typically Windows-focused) and Primary Contacts at our client locations who often want to try basic Mac troubleshooting before escalating to our Support Team. All client support requests can be submitted using the Submit a request link at the top of this page.
- Restart the troubled app or your Mac. A restart will often solve the issue. If a restart is required more than once a week to fix problems, then submit a support request.
- Confirm the web version works. Many apps today have a desktop version and a web version. If the network is working (can the Mac visit apple.com?) yet you can't sign-in on the web, or the web app doesn't work, then it's often not a Mac problem.
- Authentication Issues? You may need to reset the password or escalate to the team who manages this account. If you're not sure who manages the account — internal IT or Forget Computers — then submit a support request.
- Is the app/site down? Ask others on your team if they are having any issues accessing the site.
- Look at the device details in Vision-Bot for common trouble areas and what they mean.
- Confirm the version number of the troubled app and macOS. (Checked both in Vision-Bot.) Sometimes running an outdated version of an application or Mac Operating System (macOS) can cause issues. If you're not sure what version is safe to use, then submit a support request.
- Unexpected restarts (or Kernel Panics) can occasionally happen (maybe a couple of times per year), but if you're experiencing them frequently (more often than once a month), submit a support request.
- Any problem that takes more than 15-minutes to solve, submit a support request!
Typical Situations Only Internal IT Can Solve
Although we're always available to help brainstorm a solution, if we're second-tier to your internal IT team, these are common areas where we often cannot help:
- Network problems that affect multiple devices.
- Questions about web account authentication for services we don't manage.
- Printer symptoms that are not Mac-specific.