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!
For 2FA related problems for your GitLab accounts, please use your backup codes or try generating new ones.
Follow these steps to successfully set up 2FA for your Google account.
Follow these steps to reset your 2fa for Okta
When you get a new device, before you get rid of the old one, make sure to set up your authenticator app on the new device. You will need to log into your accounts with the old device and disable 2FA for your accounts. Then delete the accounts off the old device and re-enable the 2FA on your accounts on the authenticator app on the new device. If you still need a 2FA reset, please reach out to #it_help on slack with the system that needs it and the issue you are encountering.
We understand sometimes life happens and passwords get forgotten or deleted. If it is for a system that requires immediate access, please reach out on the slack #it_help channel. Provide as much information as possible. Password resets to sensitive systems such as your Google Workspace account and Okta require a zoom call to verify.
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.
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. If however you just wish to reinstall macOS and want to start with a clean slate then these instructions will help you accomplish this.
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.
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
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
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.
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 email@example.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 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.