# Need help? ## Something isn't working. What should I do? ### 1. Update PostLab to the Latest Version You can update PostLab in-app – `Postlab > Check for Updates…` – or download and install the latest version here: {% hint style="success" %} If you are using PostLab for Avid Media Composer, you must keep PostLab up-to-date to avoid any interruptions in your workflow. {% endhint %} ### 2. Ask Your Team Owner for Assistance The Team Owner is your first line of support. You and your Team Owner can: 1. `Search` PostLab's documentation for more information on a specific feature or an answer to a particular workflow question. 2. Check [status.postlab.cloud](https://status.postlab.cloud) for any PostLab-related service outages. 3. Check [twitter.com/postlabstatus](https://twitter.com/postlabstatus) for notifications on any extended outages. 4. [Help a Team Member troubleshoot their connection to PostLab.](#how-can-i-diagnose-connection-issues-with-postlab) ### 3. Request Support If PostLab is up-to-date and you and your Team Owner can’t resolve your issue, you can Request Support in PostLab from your Mac (`Help > Request Support`). {% hint style="success" %} Make sure you `Request Support` from the affected Team Member’s Mac so our team can investigate what’s happening at their location. {% endhint %} ![](/files/EURE7pnrHWroKBBbnKlz) Fill out some brief, helpful comments, click `Send`, and a host of other useful information about the state of PostLab from your location is bundled and emailed directly to us. After reviewing your Support Request, we may ask you to email us some additional items for deeper troubleshooting: * PostLab Logs 1. `Postlab > Help > Collect Log Files for Support` 2. On your Desktop, there's a new file called `Postlab_Logs-*(Date)**(Time)*.tar.gz` * Your System Information * `System Information.app > File > Save >` (Your Mac).spx * A screenshot/screen recording of what you're experiencing. {% hint style="info" %} We include your Team Owner in all Support conversations to prepare them for future PostLab-related questions specific to your Team's workflow and circumstance. {% endhint %} ## Questions ### Why is PostLab asking me to log in through this special dialog box? If you see this dialog box, quit PostLab, [update to the latest version](#1.-update-postlab-to-the-latest-version), then relaunch PostLab and log back in. ![](/files/-Mb7AvuAMEDZOMJgEmgv) ### How can I diagnose connection issues with PostLab? * [ ] Does [status.postlab.cloud](https://status.postlab.cloud) report all PostLab-related services running at 100% within the past 24 hours? * [ ] Does [twitter.com/postlabstatus](https://twitter.com/postlabstatus) show any current notifications of extended outages? * [ ] Is PostLab reporting errors like these? * [ ] `Connection issue - Postlab is not able to fetch all information that is needed from its servers. Please try again.‌` * [ ] `A server is responding slowly - One of the servers is responding slowly. Therefore you might not see your team listed here. Try again.` If all PostLab-related services are 100% and ther are no extended outage notifications, you can use the PostLab Test Tool to diagnose connection issues with PostLab from your location. #### Using the PostLab Test Tool From a Mac with PostLab installed: 1. Launch `/Applications/Utilities/Terminal.app.` 2. Copy/paste this command into Terminal, then press `Return`: * `/Applications/Postlab.app/Contents/Resources/plTestTool` 3. `Postlab username:` enter your PostLab account's email address (`Preferences > Account`), then press `Return`. 4. `Select Postlab team region:` enter the number for the region where your Team is located (`POSTLAB CLOUD > (Your Team)` | `Teams` ), then press `Return`. 5. You should see a result like the screenshot below. If the test doesn't complete with four `done!` results, **your network is blocking PostLab.** ![PostLab Test Tool Results](/files/-Mk2gLwYLuktkTYDHIb9) Once all tests have completed, the results are automatically sent to our team. #### Other Known Contributors These factors may also interfere with PostLab's connectivity from your local Mac or network: * [You're using an old version of PostLab.](#1.-update-postlab-to-the-latest-version) * Loss of local Internet connection during PostLab usage. * Working with a Mac behind an active firewall. * Working with a Mac on a network with severely restricted access to network services, such as a guest Wi-Fi network in a corporate office, health care facility, or airport. * Using an active VPN connection while using PostLab. * Your Mac is using a local antivirus/antimalware service, such as Avast. * Your Mac is using a cloud-based security service, such as Crowdstrike. * A local MDM policy is active on your local Mac blocking access to cloud/network services. * Look in `System Preferences` for a `Profiles ☑️` Preference Pane. If any of these contributors may apply, please mention any of these as possibilties when you [Request Support](#something-isnt-working.-what-should-i-do). --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.hedge.video/postlab-classic/need-help.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.