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Please read through this page to find the common troubleshooting questions GitLab Team Members encounter. If you cannot find an answer to your question, please find more information on how to contact us at the bottom of the page.
WebAuthn is now required for all Okta users. Refer to these instructions on how to configure this.
Do not do the following when clearing cache and cookies in Google Chrome as this will clear WebAuthN (Biometrics/Touch ID) browsing data and cause issues logging in:
If you cleared your cache and got locked out please do the following:
Please check out the following page for information and assistance on setting up WebAuthN (Biometrics/Touch ID)/Phone passkey and Yubikey
This is because the OTP function is enabled on your YubiKey. You can avoid this by:
If you require IT to reset your password and it requires immediate access, please reach out on the Slack #it_help channel and provide as much information as possible. Password resets to sensitive systems such as your Google Workspace account and Okta will require a Zoom call with an IT Analyst to verify that it is you before doing the reset, this is required for security purposes.
Several people have joined GitLab with not a lot of experience with macOS and that's totally okay! Here are some guides from Apple that we found useful.
MacBooks are wonderful laptops, but no laptop is without faults. You may come across a "wonky" situation with your Mac, so below are some pointers that may help fix common issues.
Before kicking off the reset, find out if your MacBook is using an Intel or Apple Silicon chip by following this guide
Intel Chips: Reset the SMC - System Management Controller handles some low-level functions like battery management and if you experience issues with fans or internal ports this could help resolve those issues. (Note: different models have different reset methods)
Apple Diagnostics Hardware Diagnostics
Here are some troubleshooting guides if you forgot your password or if your password is not working for your MacBook.
Apple's Disk Utility tool can fix some problems such as applications unexpectedly quitting or crashing, corrupted files, and external drives not working. You can also format drives with Disk Utility.
This is a quick walkthrough on how to check your MacBook's disk and run First Aid, you can follow the guide here
Please work with #it_help before reaching out to Apple Support or going to the Apple Genius Bar. For hardware issues, please see laptop repair and laptop replacement.
Want to know how as an organization we leverage Okta as a Single Sign On tool? Please click here
Please refer to our GitLab Acceptable Use Policy on Personal Phones Mobile Phone and Tablet Usage prior to adding your GitLab Gmail account to your personal device.
It is recommended that you create different profiles in Chrome so you can manage your different GitLab accounts (production, dev, staging, etc.). This way you can easily sign in without having to signout out of different accounts each time. You can follow this guide to create different Google Chrome profiles
If you are having issues that seemingly can't be explained the below steps might help resolve your issue. Keep in mind this will reset chrome to default settings but its easy enough to restore and link data back. You can follow this guide.
This usually occurs when the emails you send out get reported for spam. Collect too many reports and Google will automatically suspend your account. Here is some more info on Google's page.
How do I get access to my account after suspension?
Someone from IT will need to unlock your account. Please submit a Team Member Enablement request or reach out to us on the #it-help slack channel.
How do I prevent this from happening?
Please look into the following mailing applications which may prevent this from happening in the future due to a different mailing method.
Both of those applications are listed in GitLab's tech stack meaning they can be used.
If you are keeping your GitLab machine Laptop Buy Back Policy it is required that IT wipes the machine and restores it to base OS:
Please refer to your refresh issue which contains further instructions
Check out the GitLab Tools and Tips pages for recommended software and applications - Tools and Tips
Our security team also did an amazing write-up for Linux installations - Linux Setup
Pre-requisites
Before you install, please be sure to have the following:
Download and Installation
The entire process will take a minimum of an hour depending on your internet speed. Please give yourself sufficient time to download and install the upgrade, avoid doing this upgrade before meetings. Once you are greeted with the login screen, the upgrade is complete. Be sure that you reboot a couple of times after the installation is complete.
There's 2 ways to upgrade to Ventura
Self Service
Check for Updates
How can I tell if my MacBook is using an Intel or an Apple M1/M2 chip?
My external monitor is not working properly after the update
Power cycle your monitor
Try the troubleshooting steps from macOS User guide
Reset your SMC if you’re using an Intel (i5, i7) MacBook.
Reset your NVRAM and PRAM if you’re using an Apple M1/M2 MacBook
Replace your USB C hub for a Satechi Multi-Port Adapter, replace the cable that is connected from your monitor to your MacBook HDMI cable (higher end version)
Zoom is not working after I updated to Ventura
You will need to uninstall and install Zoom again. Please follow this guide:
Some of my applications are not working properly, what can I do?*
Reinstall your specific applications that are not working properly and reach out to #it_help if the problem persists.
With the installation of JAMF comes Self Service which can be found in Applications. Jamf Self Service for macOS allows users to browse and install applications, configuration profiles and update your OS easily.
If you need to wipe a macOS system because you have received a new (refreshed) system for GitLab work or are departing GitLab, please schedule a time with an IT Analyst to perform the wipe and decommission from Jamf management.
We use Jamf to wipe Macs when you're either getting a new laptop, sending it back to our supplier, or retaining your laptop after you have left the company (https://about.gitlab.com/handbook/business-technology/team-member-enablement/onboarding-access-requests/#laptop-buy-back-policy)
After we have initiated the wipe from our end, the Mac should restart several times and end up in the Setup Assistant window. If this is not the case then you will need to manually reinstall macOS by following the steps below:
Before you reinstall, DNS changes on your router can affect the connection to the Apple Servers. If you do have issues getting into recovery, or are stuck with selecting your network, please try defaulting back to your original DNS to fix this issue
Command + R on your keyboard. Release the keys when you see an Apple logo or Spinning Globe.
When you see the utilities window, you have started up from macOS Recovery.
You can do this by going back to the Utilities window and clicking on disk utility
Choose View > Show All Devices from the menu bar in Disk Utility. The sidebar now shows your disks (devices) and any containers and volumes within them. The disk your Mac started up from is at the top of the list. In this example, Apple SSD is the startup disk:
Select the disk you want to erase. Click Erase, then complete these items:
Name: Type the name that you want the disk to have after you erase it. Format: Choose APFS or Mac OS Extended (Journalled). Disk Utility shows a compatible format by default. Scheme: Choose GUID Partition Map.
Click Erase to begin erasing your disk and every container and volume within it. You may be asked to enter your Apple ID. When it's finished, quit Disk Utility.
Once this is complete you can then install OS by clicking on Reinstall macOS from Utilities window again and selecting the disk you've just wiped. Follow the prompts and the OS will install:
There are several ways to reach the IT team:
We ask that all requests are made through an IT Help Issue. We will triage and address them as soon as we can. All issues created in the queue are public by default. Privileged or private communications should be sent to #it_help on Slack or it-help@gitlab.com. .Screenshots and videos are very helpful when experiencing an issue, especially if there is an error message.
As a distributed team, we have support around the clock with team members in AMER, EMEA, and APAC. High volumes of issues being triaged can dictate the delay in response within that window. If the issue is extremely time sensitive and warrants escalation, use judgement on whether or not it can wait until ‘business hours’. Escalated issues should be made through the #it_help slack channel. All other request should have an issue created.
Exceptions to this procedure will be tracked as per the Information Security Policy Exception Management Process.