Need help?

Something isn't working. What should I do?

First, make sure you update Postlab to the latest version (Postlab > Check for Updates...). 99% of issues are caused by sticking with an older version of Postlab.
If Postlab is up-to-date and you still need some help, Request Support directly in the app here: Help > Request Support
Fill out some brief, helpful comments, click [Send], and a host of other useful information about the state of Postlab is bundled too and emailed directly to us.
After reviewing that, we may ask you to email us additional items for deeper troubleshooting:
  • Postlab Logs
    1. 1.
      Postlab > Help > Collect Log Files for Support
    2. 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 screen shot/screen recording of what you're experiencing.

Postlab wants me to log in through this special dialog box, but I can't.

If you see this dialog box, quit Postlab, install or update Postlab to the latest version, then log in.

How can I diagnose connection issues with Postlab?

If Postlab reports one of these errors:
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.
Check status.hedge.video or Twitter: @PostlabStatus for status updates.
If all services report 100% and there are no other status updates, 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. 1.
    Launch /Utilities/Terminal.app, copy/paste this command into Terminal, then press [Return]:
    1. 1.
  2. 2.
    Postlab username: enter your Postlab account's email address (Preferences > Account), then press [Return].
  3. 3.
    Select Postlab team region: enter the number for the region where your Team is located (POSTLAB CLOUD > (Your Team) | Teams ), then press [Return].
  4. 4.
    You should see a result like the screenshot below. If done! isn't showing up four times, your network is blocking Postlab.
Postlab Test Tool Results
If all steps complete, the results are automatically sent over to Postlab support, so we'll know what to look for when you reach out.

Other Known Contributors

Other factors may contribute to connection issues for Postlab on your local Mac or network:
  • 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 you're sending us some Postlab Logs or Test Tool results, and you think any of these may apply, please mention these when emailing us: [email protected].