This is a Controlled Document
Inline with GitLab's regulatory obligations, changes to controlled documents must be approved or merged by a code owner. All contributions are welcome and encouraged.
Please read through this page to find the most common 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. If the team has provided you with an answer that isn't listed here, please submit an MR to add it!
|GitLab Team Members||Responsible for following the requirements in this procedure|
|Business Technology||Responsible for implementing and executing this procedure|
|Business Technology Management (Code Owners)||Responsible for approving significant changes and exceptions to this procedure|
WebAuthn is now required for all Okta users. Refer to these instructions on how to configure
#it_helpif all else fails
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
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. They require a Zoom call with an IT Analyst to verify that it is you before doing the reset, this is required for security purposes.
Please refer to our GitLab Accceptable Use Policy on Personal Phones Mobile Phone and Tablet Usage prior to adding your GitLab GMail account to your personal device.
Please make sure you have your phone enrolled with WebAuthn in your Okta profile. Refer to this page for instructions
To have Gmail on your phone now that it is controlled by Okta, you must use the actual Google Apps.
A lot of people coming onboard to GitLab have had some sort of exposure to macOS and Apple hardware, if you are one of those people the below link is probably not for you but you still might learn something!
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. We currently use 2 products to accomplish this task and you can read more about this here - Remote Wipe procedure.
Please refer to your refresh issue which contains further instructions
This section should provide some quick and easy troubleshooting tips anyone can do to possibly remedy an IT issue before reaching out. This section will be expanding over time so keep an eye out or feel free to contribute if you think something belongs.
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.
Reset the SMC (INTEL ONLY) - 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
Did you go out for a long well deserved vacation and come back to a completely blank memory on what your laptop password was? It happens to the best of us! Apple has you covered.
Want to see the health of your battery? Generally the laptops that we use have a maximum battery cycle life of 1000, you can check it below
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.
First Aid, click that an hit
It is recommended that you create different profiles in Chrome so you can manage your different GitLab accounts.
This way you can easily sign in without having to signout out of different accounts each time.
A lot easier if you've got
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.
Reset Settings, click
Restore settings to their original defaultsand then
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.
Want to know how as an organization we leverage Okta as a Single Sign On tool? Please click here
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
Before you install, please be sure to have the following: 25 GBs of HD space The latest version of SentinelOne (22.2.3 or higher)
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
Check for Updates
How can I tell if my MacBook is using an Intel or an Apple M1/M2 chip?
Please refer to this guide
My external monitor is not working properly?
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.
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.
You can easily use JAMF's Self Service tool to update your Mac to the OS you need to update to. There are 2 ways to do this to do this
Please make sure to backup your Mac before you commence any updates
Update to the newest OS
Update your existing OS to the most recent version
macOS Monterey includes Erase All Content and Settings, a way to quickly and securely erase all of your settings, data and apps, while maintaining the operating system currently installed. You can use JAMF's self service to do this for you. This functionality is only available when using macOS Monterey on a Mac with Apple silicon or a Mac with the Apple T2 Security Chip.
We use JAMF to wipe laptops when you're either getting a new laptop, sending it back to our supplier 'Sell your Mac' 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. You will need to reinstall macOS so your computer can boot properly. Please follow the below instructions.
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 + Ron 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
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
Request for support should have an issue open at IT Help Issues.
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 firstname.lastname@example.org. 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 North America, Europe and Australia. 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.