Use these steps if closing and reopening the app did not help. A restart or forced shutdown does not erase saved files, but unsaved work may be lost.
Check the basics
Make sure the device has power and is connected to Wi-Fi. Check any connected cables.
For a Chrome problem, save your work and reload the page using the circular-arrow button near the address bar. Try another website to see whether the problem affects one site or all sites.
Try reopening the problem app first
The red close button (X) closes a window, but may leave the app running. For troubleshooting, quit the app, then open it again.
- Save your work. Click the problem app, press Command + Q, then open it again.
- If the app will not quit, press Option + Command + Esc, select it, then click Force Quit. Unsaved changes in that app may be lost.
Select the problem app, then click Force Quit.
Restart a Mac
- Choose Apple menu > Restart. The Apple menu is at the top-left corner of the screen.
- If the Mac is frozen and will not restart, hold its power button for up to 10 seconds until it turns off. Press power again to turn it on. Unsaved work may be lost.
The power button is the top-right keyboard key: Lock on the district MacBook Neo, or Touch ID on the MacBook Air.
Request a Mac reset
If the problem continues after these checks, contact the Help Desk for assistance resetting the Mac. Save needed files to district Google Drive and confirm they open there before a reset.
If you need help
If the device still does not work after restarting, students should ask their teacher. Staff should submit a Help Desk request with the device serial number, the problem, and the steps already tried.
Find the serial number in Apple menu > About This Mac, or on the underside of the Mac. Use the serial number, not the BSD asset sticker number.