Hi there! I'm Bob, the Herotel IT Bot. How can I help you today?
What account issue are you having?
Application access requests require manager approval. Please select the application, upload your manager's approval, and submit — IT will provision your access.
All application access requests require manager approval. Please ensure you have written approval (email, Teams message or screenshot) before submitting.
Please select an application.
Please provide a reason for the access request.
Click to upload approval screenshot or PDF
PNG, JPG or PDF · max 5MB
Please upload your manager's approval before submitting.
Access request submitted!
The Herotel IT team will review your request and provision access within 1 business day. A confirmation has been sent to .
What hardware problem are you experiencing?
Which operating system is the slow device running?
Which operating system are you having audio issues on?
Which operating system are you using with the display?
Which operating system are you printing from?
What network issue are you having?
What software issue can I help with?
Here's how to install Microsoft 365 desktop applications. Make sure you have the correct E3 licence assigned first — contact IT if unsure.
You need a Microsoft 365 E3 licence to install desktop apps. If you don't have one, submit an application access request via Account & access → Applications.
1
Click the Windows icon on the taskbar, type Edge in the search field and select Microsoft Edge.
2
In the Edge address bar at the top, type office.com and press Enter.
3
On the page that opens, click Sign in.
Sign in with your Herotel work email address (you@herotel.com) and password, then complete MFA authentication when prompted.
4
Once logged in, click Install and More (top right corner) then select Install Microsoft 365 apps.
5
On the next page under Office apps & devices, click Install Office.
This will start downloading the Office setup file. Look for it in the top right corner of your browser.
6
Once the download is complete, click on the downloaded file (OfficeSetup.exe) to start the installation.
7
A User Account Control pop-up will appear asking "Do you want to allow this app to make changes to your device?" — click Yes.
The publisher will show as Microsoft Corporation — this is safe to approve.
8
Office will now download and install automatically. This may take several minutes depending on your internet speed — keep your device plugged in.
Do not close the install window or restart your PC during installation.
9
When the installation is complete you will see "You're all set!" — click Close. Your Microsoft 365 apps (Word, Excel, PowerPoint, Outlook etc.) are now installed.
Which version of Windows are you running? This determines the best uninstall method.
Make sure you have an alternative antivirus ready before removing McAfee. Contact IT if unsure.
Not sure which version? Press Win + R → type winver → press Enter.
Here's how to uninstall pre-installed McAfee on Windows 11:
1
Click the Windows icon on the taskbar and select Settings (or press Win + I).
2
Go to Apps → Installed apps. Use the search bar to find McAfee.
3
Click the three dots (⋯) next to McAfee and select Uninstall.
You may see multiple McAfee entries — repeat for each one (e.g. McAfee WebAdvisor, McAfee LiveSafe).
4
A McAfee window will pop up. Tick the McAfee® checkbox, make sure Remove all files for this program is also ticked, then click Remove.
5
When prompted with "Almost done", close any open programs and click Restart now.
6
After restarting, go back to Settings → Apps → Installed apps and confirm McAfee no longer appears.
Here's how to uninstall pre-installed McAfee on Windows 10:
1
Click the Windows icon on the taskbar, type control in the search field and select Control Panel.
2
In Control Panel, change the view to Large icons (top right corner) then select Programs and Features.
3
Scroll through the list and find McAfee. Click on it to select it, then click Uninstall/Change at the top of the list.
Repeat for any other McAfee entries such as McAfee WebAdvisor.
4
A new window will pop up. Tick the McAfee® checkbox, make sure Remove all files for this program is ticked, then click Remove.
5
When prompted with "Almost done", close any open programs and click Restart now.
6
After restarting, confirm McAfee no longer appears in Programs and Features.
Which device are you trying to install or update software on?
What email or calendar issue are you having?
What would you like help setting up?
Which device are you installing Company Portal on?
Here's how to install and enrol Company Portal on Windows:
1
Open the Microsoft Store on your Windows device and search for Company Portal.
Alternatively download directly from aka.ms/enrollwindows
2
Click Install and wait for the download to complete, then open the app.
3
Sign in with your Herotel work account (you@herotel.com).
4
Follow the on-screen steps to enrol your device into Intune.
You may be prompted to set a PIN or enable BitLocker — this is required by Herotel policy.
5
Once complete, your device will show as Compliant in Company Portal. IT will be notified automatically.
Here's how to install and enrol Company Portal on Android:
1
Open the Google Play Store and search for Intune Company Portal.
Published by Microsoft Corporation — make sure it's the official app.
2
Tap Install, then open the app once downloaded.
3
Tap Sign in and enter your Herotel work email (you@herotel.com).
4
Follow the prompts to enrol your device. You may be asked to set a screen lock — this is required.
For personal devices, choose Work Profile to keep work and personal data separate.
5
Tap Done when enrolment is complete. Your device will appear as compliant in Company Portal.
Here's how to install and enrol Company Portal on iPhone / iOS:
1
Open the App Store and search for Intune Company Portal.
Published by Microsoft Corporation.
2
Tap Get to install, then open the app.
3
Tap Sign in and enter your Herotel work email (you@herotel.com).
4
Tap Begin and follow the enrolment steps. When prompted, tap Allow to install the management profile.
Go to Settings → General → VPN & Device Management to approve the profile if prompted.
5
Return to Company Portal and tap Done. Your device will show as compliant.
A passcode is required by Herotel policy — you'll be prompted to set one if not already active.
Here's how to install and enrol Company Portal on macOS:
1
Download Company Portal from the Mac App Store — search for Intune Company Portal.
Or download directly from aka.ms/EnrollMac
2
Open the app and sign in with your Herotel work email (you@herotel.com).
3
Click Begin and follow the enrolment steps. You'll be asked to install a management profile.
4
Go to System Settings → Privacy & Security → Profiles and approve the Herotel management profile.
On older macOS versions: System Preferences → Profiles.
5
Return to Company Portal and click Done. Your Mac will show as enrolled and compliant.
Restart your Mac if prompted to complete the enrolment.
Before we start — can you log in to the device?
Warning: Resetting will remove all personal files, apps, and settings. Make sure all data is backed up to your Herotel OneDrive before proceeding.
Here's how to reset your Windows device while logged in:
Before resetting, ensure all your data is backed up to your Herotel OneDrive folder.
1
Click the Windows icon on the taskbar and search for "Reset this PC".
Select Reset this PC — System settings from the results.
2
The System Settings window will open. Under Recovery options, click Reset PC.
3
On the Choose an option screen, select Remove everything.
This removes all personal files, apps, and settings — fully resetting the device.
4
On the How would you like to reinstall Windows? screen, select Local reinstall.
Do not select Cloud download — this uses more than 4GB of data.
5
Review the Additional settings screen and click Next to confirm.
Current settings will show: Remove apps and files, Delete provisioning packages, Reinstall Windows from this device.
6
On the Ready to reset this PC screen, click Reset to begin.
This will remove all personal files and user accounts, remove any changes made to settings, remove apps not included with Windows, and reinstall Windows. BitLocker drive encryption will be turned off.
7
The reset will take some time and your PC will restart automatically. Once complete, the device will start into Windows setup.
Follow the new laptop setup guide in Bob to re-enrol the device with Intune and restore your applications.
Here's how to reset your laptop when you cannot log in, using the Shift key:
Important: Make sure your laptop is plugged into power. Resetting will remove all installed applications and personal files.
1
Turn on your laptop and stay on the login screen where it asks for your password.
Do not attempt to log in.
2
Click the Power icon in the bottom-right corner of the login screen.
3
Press and hold the Shift key on your keyboard, then click Restart.
Keep holding Shift until a blue screen appears. You can then release the Shift key.
4
If a BitLocker Recovery Screen appears, contact IT for the 48-digit recovery key.
Enter the key and click Continue. Without the BitLocker key the device cannot be accessed or reset normally.
5
On the blue screen, click Troubleshoot, then select Reset this PC.
6
Select Remove everything.
This deletes all personal files and fully resets the laptop to factory settings.
7
Select Local reinstall to reinstall Windows from the device.
8
Confirm the settings and click Next, then click Reset to begin.
The reset will take some time. Once complete, the device will start into Windows setup.
9
Once the reset is done, follow the new laptop setup guide in Bob to re-enrol the device with Intune.
Here's how to set up your new Herotel laptop from scratch using Windows Autopilot and Intune:
1
Power on your laptop. When the setup screen appears, select your region and keyboard layout.
Do not click "Set up for personal use" — wait for the next step.
2
Connect to Wi-Fi or plug in an ethernet cable. An internet connection is required to continue.
If on office Wi-Fi, connect to the Herotel corporate network.
3
Windows will detect the device is registered in Microsoft Autopilot and show the Herotel sign-in screen automatically.
If you see a generic Microsoft sign-in page instead, contact IT — the device may not be registered yet.
4
Sign in with your Herotel work email and password (you@herotel.com).
Complete MFA if prompted — approve the request on your Microsoft Authenticator app.
5
The Autopilot Enrolment Status Page will appear — this shows Intune applying your Herotel policies, apps, and settings automatically.
This screen can take 15–30 minutes. Keep the laptop plugged in and connected to the internet. Do not restart.
6
Once complete, your desktop will load. Company Portal, Microsoft 365 apps, and other Herotel software will already be installed automatically by Intune.
If any apps are still installing, open Company Portal to check progress.
7
Open Outlook — your Herotel email, calendar and contacts will sync automatically within a few minutes.
8
Open Microsoft Teams and sign in with your Herotel work account.
Search for Teams in the Start menu — it should already be installed by Intune. Sign in with your Herotel email (you@herotel.com) and complete MFA if prompted.
9
In Teams, click your profile picture → Settings → Devices and confirm your microphone and speakers are correctly selected.
Click Make a test call to verify your audio is working before joining any meetings.
10
Set up OneDrive to back up your files to Herotel cloud storage.
Search for OneDrive in the Start menu and open it. It should already be installed by Intune.
11
Sign in to OneDrive with your Herotel work email (you@herotel.com).
If prompted to choose a folder location, keep the default path (C:\Users\YourName\OneDrive - Herotel).
12
Enable Desktop, Documents and Pictures folder backup in OneDrive.
Click the OneDrive cloud icon in the system tray → Settings → Sync and backup → Manage backup → toggle on Desktop, Documents, and Pictures → click Start backup.
13
Wait for the initial OneDrive sync to complete — the cloud icon in the system tray will show a green tick when done.
Initial sync time depends on how much data you have. Keep the laptop plugged in and connected to the internet.
14
Your laptop is ready. If anything didn't install correctly or you see any errors, log a ticket below and IT will assist.
Here's how to reset your Herotel password:
1
Go to your Herotel login page and click Forgot password.
2
Enter your work email address and click Send reset link.
Check your inbox — the email arrives within 2 minutes. Check junk if not received.
3
Click the link in the email and create a new password.
Must be at least 10 characters with a number and a symbol.
4
Sign in with your new password and update it in your password manager.
If the reset link has expired, repeat from step 1.
Here's how to set up or fix MFA on your Herotel account:
1
Download Microsoft Authenticator on your phone.
Available free on iOS App Store and Google Play.
2
On your computer, go to mysignins.microsoft.com and sign in with your Herotel work account.
3
Click Add sign-in method → choose Authenticator app → scan the QR code with your phone.
4
Approve the test notification on your phone to confirm it's working.
Account lockouts usually clear automatically. Here's what to try first:
1
Wait 15 minutes and try signing in again.
Most Herotel accounts unlock automatically after this period.
2
Use the self-service password reset link on the login page to unlock and reset at the same time.
3
If still locked after 30 minutes, IT needs to manually unlock your account — log a ticket below.
Which operating system are you trying to connect on?
Let's get you connected to the Herotel network on Windows:
1
Check Wi-Fi is enabled and you're not in airplane mode.
Click the network icon in the system tray (bottom right) — make sure Wi-Fi is on and Airplane mode is off.
2
Forget the Herotel network and reconnect.
Settings → Network & Internet → Wi-Fi → Manage known networks → select Herotel network → Forget → reconnect and re-enter the password.
3
Run the Windows Network Troubleshooter.
Settings → System → Troubleshoot → Other troubleshooters → Internet Connections → click Run.
4
Flush DNS and reset network settings.
Open Command Prompt as Administrator → run these commands one at a time:
netsh winsock reset
netsh int ip reset
ipconfig /flushdns
Restart your PC after.
netsh winsock reset
netsh int ip reset
ipconfig /flushdns
Restart your PC after.
5
Update or reinstall the Wi-Fi adapter driver.
Device Manager → expand Network adapters → right-click your Wi-Fi adapter → Update driver.
6
If on a docked workstation, check the ethernet cable is firmly seated at both ends as a fallback.
Let's get you connected to the Herotel network on macOS:
1
Check Wi-Fi is turned on.
Click the Wi-Fi icon in the menu bar (top right) — make sure Wi-Fi is on. If no icon, go to System Settings → Wi-Fi and enable it.
2
Forget the Herotel network and reconnect.
System Settings → Wi-Fi → click the ⓘ next to the Herotel network → Forget This Network → reconnect and re-enter the password.
3
Renew your DHCP lease.
System Settings → Wi-Fi → Details (next to the connected network) → TCP/IP tab → click Renew DHCP Lease.
4
Flush DNS cache on Mac.
Open Terminal (Command + Space → Terminal) and run:
sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
Enter your Mac password when prompted.
sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
Enter your Mac password when prompted.
5
Delete Wi-Fi preferences and reconnect.
Open Finder → Go → Go to Folder → type /Library/Preferences/SystemConfiguration/ → delete these files if present: com.apple.wifi.plist, NetworkInterfaces.plist, preferences.plist → restart your Mac.
6
Restart your Mac and try connecting again.
VPN troubleshooting steps:
1
Make sure you have an active internet connection before connecting to VPN.
2
Close and fully reopen the VPN client, then try connecting again.
3
Try a different VPN server if multiple options are listed.
4
If the issue persists, reinstall the VPN client.
Which VPN client are you using? This helps IT assist you faster.
Before checking resources, let's first confirm your NVMe drive's write cache buffer is enabled — this is a common cause of slow PC performance and takes 2 minutes to check.
1
Open Device Manager.
Press Win + X and select Device Manager, or search for it in the Start menu.
2
Expand Disk drives and double-click your NVMe drive.
It will be listed as something like NVMe ... 512S Properties. Right-click it and select Properties.
3
Click the Policies tab at the top.
4
Under Write-caching policy, make sure "Enable write caching on the device" is ticked.
This improves performance by caching writes on the drive.
5
Make sure "Turn off Windows write-cache buffer flushing on the device" is unticked.
As shown in the red arrow in the IT guide — this option should remain OFF to prevent data loss in case of a power failure.
6
Click OK and restart your PC, then check if performance has improved.
Let's check what's causing your PC to run slowly — open Task Manager and check your resources:
1
Open Task Manager.
Press Ctrl + Shift + Esc on your keyboard.
2
Click the Performance tab at the top.
3
Check the CPU and Memory graphs.
A healthy PC should show CPU below 80% and Memory below 85% during normal use. Note which one is high and select it below.
High memory usage is usually caused by too many apps running at once. Here's how to fix it:
1
Find what's using memory in Task Manager.
Press Ctrl + Shift + Esc → Processes tab → click the Memory column to sort highest first.
2
Close any apps you're not actively using.
Right-click high-memory apps in the list → End Task. Avoid ending any process labelled as a Windows system process.
3
Adjust virtual memory (page file) settings.
Search Adjust the appearance and performance of Windows in Start → Advanced tab → under Virtual memory click Change → untick "Automatically manage" → set Initial size to 1.5x your RAM, Maximum to 3x your RAM → click Set → OK.
4
Restart your PC to clear all memory and apply changes.
5
If memory is still high after a fresh restart with no apps open, your PC may need a RAM upgrade — log a ticket below.
Which browser is using high memory?
Here's how to clear Chrome's cache and reduce its memory usage:
1
Close any tabs you don't need open.
Each open tab in Chrome uses memory. Close unused tabs or use Ctrl + W to close the current tab.
2
Clear Chrome's cache and browsing data.
Press Ctrl + Shift + Delete → set Time range to All time → tick Cached images and files and Cookies → click Clear data.
3
Enable Chrome's built-in Memory Saver.
Click the three dots (⋮) → Settings → Performance → turn on Memory Saver. This automatically frees memory from inactive tabs.
4
Disable extensions you don't use.
Type chrome://extensions in the address bar → toggle off any extensions you don't regularly need.
5
Use Chrome's Task Manager to find heavy tabs or extensions.
Press Shift + Esc inside Chrome → sort by Memory → end any tab or extension using excessive memory.
6
Restart Chrome fully — close it completely and reopen.
Here's how to clear Edge's cache and reduce its memory usage:
1
Close any tabs you don't need open.
Each open tab uses memory. Use Ctrl + W to close the current tab.
2
Clear Edge's cache and browsing data.
Press Ctrl + Shift + Delete → set Time range to All time → tick Cached images and files and Cookies → click Clear now.
3
Enable Sleeping Tabs to save memory.
Go to Settings (⋯) → System and performance → turn on Save resources with sleeping tabs. Set inactive tabs to sleep after 5 minutes.
4
Enable Edge's Efficiency mode.
Settings → System and performance → set Efficiency mode to Balanced or Maximum savings.
5
Disable extensions you don't use.
Type edge://extensions in the address bar → toggle off unused extensions.
6
Restart Edge fully — close it completely and reopen.
Here's how to clear Firefox's cache and reduce its memory usage:
1
Close any tabs you don't need open.
Use Ctrl + W to close the current tab. Firefox also has a built-in tab unloading feature for inactive tabs.
2
Clear Firefox's cache and cookies.
Press Ctrl + Shift + Delete → set Time range to Everything → tick Cache and Cookies → click OK.
3
Enable automatic tab unloading.
Type about:config in the address bar → search for browser.tabs.unloadOnLowMemory → set it to true.
4
Disable extensions you don't use.
Click the menu (☰) → Add-ons and themes → Extensions → disable any you don't regularly need.
5
Use Firefox's built-in memory tool.
Type about:memory in the address bar → click Minimize memory usage to force Firefox to free unused memory immediately.
6
Restart Firefox fully — close it completely and reopen.
Here's how to clear Opera's cache and reduce its memory usage:
1
Close any tabs you don't need open.
Use Ctrl + W to close the current tab. Fewer open tabs means less memory used.
2
Clear Opera's cache and cookies.
Press Ctrl + Shift + Delete → set Time range to All time → tick Cached images and files and Cookies → click Clear data.
3
Enable Opera's Battery saver / efficiency mode.
Click the Easy Setup button (top right) → enable Battery saver. This limits background activity and reduces memory usage.
4
Disable extensions you don't use.
Type opera://extensions in the address bar → toggle off any extensions not in regular use.
5
Turn off the built-in VPN and ad blocker if not needed.
Settings → Basic → VPN — disable if not required. These features add to memory overhead.
6
Restart Opera fully — close it completely and reopen.
High CPU usage means your processor is being maxed out. Here's how to track it down and fix it:
1
Find what's using the CPU in Task Manager.
Press Ctrl + Shift + Esc → Processes tab → click the CPU column to sort highest first.
2
Close any apps you don't need running right now.
Right-click high-CPU apps → End Task. If Windows Update or Antivirus is at the top, wait 10–15 minutes — these processes finish on their own.
3
Check for Windows Update running in the background.
Go to Settings → Windows Update — if updates are downloading or installing, let them complete, then restart your PC.
4
Change your power plan to Balanced.
Search Power plan in Start → select Balanced. Avoid using Power Saver as it throttles the CPU.
5
Restart your PC and check if CPU returns to normal levels.
6
If CPU is still consistently high with no obvious cause, log a ticket — IT will run a diagnostic.
Both CPU and memory being high at the same time usually means the PC is severely overloaded. Here's what to do:
1
Close everything you're not using immediately.
Press Ctrl + Shift + Esc → Processes tab → sort by CPU, then Memory — end any non-essential apps consuming high resources.
2
Check if Windows Update or Antivirus is running a scan.
Go to Settings → Windows Update. If updates are active, let them finish. Antivirus scans also spike both CPU and memory — wait for them to complete.
3
Restart your PC immediately to clear memory and reset CPU load.
Save any open work first, then do a full restart — not sleep or hibernate.
4
After restart, check Task Manager again before opening any apps.
If CPU and memory are still high on a fresh boot with nothing open, the hardware may be failing or underpowered — log a ticket below.
What kind of audio issue are you having?
Let's fix your Microsoft Teams audio — work through these steps:
1
Check Teams audio device settings.
In Teams click your profile picture → Settings → Devices. Make sure the correct microphone and speaker are selected under Audio devices.
2
Run the Teams audio test call.
In Teams Settings → Devices, click Make a test call. Follow the prompts to record and play back your voice — this confirms if your mic and speaker are working.
3
Check Windows microphone permissions for Teams.
Settings → Privacy & Security → Microphone → make sure Microsoft Teams is toggled on.
4
Check that your audio device is set as default in Windows.
Right-click the speaker icon in the system tray → Open Sound settings → confirm the correct Output and Input devices are selected.
5
During a call, check you are not muted in Teams.
Click the microphone icon in the call toolbar to toggle mute. Also check if the other party can hear you but you can't hear them — that points to a speaker issue, not a mic issue.
6
Clear the Teams cache and restart.
Close Teams fully first (right-click the Teams icon in the system tray → Quit).
New Teams (Teams 2.0):
Press Win + R → type %localappdata%\Packages\MSTeams_8wekyb3d8bbwe → press Enter → open the LocalCache folder → delete all contents inside → reopen Teams.
Old Teams (Classic):
Press Win + R → type %appdata%\Microsoft\Teams → press Enter → delete the contents of the Cache folder → reopen Teams.
New Teams (Teams 2.0):
Press Win + R → type %localappdata%\Packages\MSTeams_8wekyb3d8bbwe → press Enter → open the LocalCache folder → delete all contents inside → reopen Teams.
Old Teams (Classic):
Press Win + R → type %appdata%\Microsoft\Teams → press Enter → delete the contents of the Cache folder → reopen Teams.
7
If still not working, sign out of Teams, restart your PC, and sign back in.
Let's troubleshoot your audio issue — work through these steps:
1
Check the volume is not muted or too low.
Click the speaker icon in the system tray (bottom right) and make sure volume is up. Also check the physical volume on any external speakers or headset.
2
Check the correct audio output device is selected.
Right-click the speaker icon → Open Sound settings → under Output, select the correct device. Try switching between options.
3
Run the Windows Audio Troubleshooter.
Settings → System → Sound → click Troubleshoot next to your output device and follow the prompts.
4
Test audio with a known working source.
Open YouTube or use the Windows Sound test in Settings → Sound → click Test next to your output device.
5
Check all cable and USB connections.
Unplug and firmly re-plug any speakers or headset cable. Try a different port if available.
6
Update or reinstall the audio driver.
Open Device Manager → expand Sound, video and game controllers → right-click your audio device → Update driver → Search automatically.
7
Restart your PC and test audio again.
Let's get your printer sorted. First, tell us about the printer.
Please select the printer manufacturer.
Please enter the printer model number.
Thanks! Before we troubleshoot the — have you turned the printer off and back on again?
Is the connected via USB or is it a network printer?
Do you have the network printer's IP address, username and password? This helps IT get it reconnected faster.
Great — let's work through the printer troubleshooting steps:
1
Check if there is a document stuck in the print queue.
On your PC: Settings → Printers & scanners → select the printer → click Open print queue. If any documents are listed, right-click each one and select Cancel to clear them. Once the queue is empty, try printing again.
2
Check the printer has paper and ink/toner and there are no error lights on the printer display.
3
On your PC: Settings → Printers & scanners → select the printer → Run troubleshooter.
4
Remove and re-add the printer using its IP address.
The IP address is on the label on the printer or its built-in display.
5
Restart your PC and try printing again.
Before checking resources, let's first reset the SMC — this fixes many Mac performance issues and takes 2 minutes.
1
Check if your Mac has an Apple Silicon chip (M1, M2, M3) or Intel.
Click the Apple menu () → About This Mac. If it says "Chip: Apple M..." it's Apple Silicon. If it says "Processor: Intel..." it's Intel.
2
Apple Silicon Mac: Simply shut down, wait 30 seconds, and restart — SMC resets automatically.
Apple Silicon Macs don't have a manual SMC reset procedure.
3
Intel Mac: Shut down, then press and hold Shift + Control + Option + Power for 10 seconds, release, then press Power to start.
Do this with the charger plugged in for best results.
4
After restarting, test performance. If still slow, proceed to check resources.
Let's check what's causing the slowness — open Activity Monitor:
1
Open Activity Monitor.
Press Command + Space, type Activity Monitor and press Enter.
2
Click the CPU tab and check the % CPU column — sort by highest first.
3
Click the Memory tab and check the Memory Used at the bottom of the screen.
If the Memory Pressure graph is red or yellow, memory is under pressure.
High memory on Mac is usually caused by too many apps open. Here's how to fix it:
1
In Activity Monitor → Memory tab, click Memory column to sort highest first. Quit any apps using excessive memory.
Double-click a process → click Quit. Avoid quitting system processes.
2
Close unused apps fully — press Command + Q to quit (not just close the window).
On Mac, closing a window doesn't quit the app. Check the Dock for apps with a dot underneath.
3
Check login items that auto-start and use memory.
System Settings → General → Login Items — remove anything unnecessary.
4
Restart your Mac to clear memory completely.
5
If still high on fresh restart, the Mac may need a RAM upgrade — log a ticket.
High CPU on Mac — here's how to track it down:
1
In Activity Monitor → CPU tab, sort by % CPU. Identify and quit the highest process.
Double-click → Quit. If Spotlight or macOS Update is high, wait — it will finish on its own.
2
Check for macOS updates running in background.
Apple menu → System Settings → General → Software Update. Let any updates complete, then restart.
3
Disable unnecessary login items.
System Settings → General → Login Items → remove non-essential apps.
4
Restart your Mac and check CPU again before opening any apps.
5
If still high with nothing open, log a ticket — IT will run a diagnostic.
Both CPU and memory high on Mac — here's what to do:
1
In Activity Monitor, quit the top process in both CPU and Memory tabs.
Double-click the process → Quit. If it's a system process, leave it.
2
Check if macOS Update or Time Machine backup is running — both spike CPU and memory.
Apple menu → System Settings → General → Software Update. Let it finish.
3
Restart your Mac to clear both CPU and memory at once.
4
If both are still high on a fresh boot, the hardware may need attention — log a ticket.
What kind of audio issue are you having on your Mac?
Let's fix Teams audio on your Mac:
1
In Teams click your profile picture → Settings → Devices — confirm correct mic and speakers are selected.
2
Run a Make a test call from Teams Settings → Devices.
3
Check microphone permissions for Teams on Mac.
System Settings → Privacy & Security → Microphone → make sure Microsoft Teams is toggled on.
4
Check macOS sound output and input settings.
System Settings → Sound → confirm correct Output and Input devices are selected.
5
Clear Teams cache on Mac.
Quit Teams → open Finder → Go → Go to Folder → type ~/Library/Application Support/Microsoft/Teams → delete the Cache folder → reopen Teams.
6
Sign out of Teams, restart your Mac, and sign back in.
Let's troubleshoot general audio on your Mac:
1
Check volume is not muted — look for the volume icon in the menu bar.
Also check System Settings → Sound — make sure Output volume is up and Mute is unchecked.
2
Confirm the correct output device is selected.
System Settings → Sound → Output → select your speakers or headset.
3
Unplug and re-plug any external speakers or headset — try a different USB or headphone port.
4
Reset Core Audio service.
Open Terminal (Command + Space → Terminal) and run: sudo killall coreaudiod — enter your Mac password when prompted. Audio will restart automatically.
5
Restart your Mac and test audio again.
Display troubleshooting on macOS:
1
Check all cable connections at both ends — Mac/dock and monitor.
2
Detect the display in System Settings.
System Settings → Displays — hold Option and click Detect Displays.
3
Try a different cable or adaptor — USB-C to HDMI/DisplayPort adaptors can fail.
Try a different port on your Mac or dock if available.
4
Reset NVRAM on Intel Mac.
Shut down → press Power → immediately hold Option + Command + P + R for 20 seconds → release. Apple Silicon Macs don't need this.
5
Restart your Mac with the monitor connected.
Let's get your printer sorted on Mac. First, what is the make and model?
Please select the printer manufacturer.
Please enter the printer model number.
Thanks! Before we troubleshoot the — have you turned the printer off and back on again?
Is the connected via USB or is it a network printer?
Do you have the network printer's IP address, username and password?
Let's work through the printer troubleshooting steps on Mac:
1
Check if there is a document stuck in the print queue.
System Settings → Printers & Scanners → select the printer → click Open Print Queue → delete any stuck jobs.
2
Check the printer has paper and ink/toner and no error lights are showing.
3
Remove and re-add the printer on Mac.
System Settings → Printers & Scanners → select the printer → click the – button to remove → click + to add it back using the IP address.
4
Reset the printing system if re-adding doesn't work.
System Settings → Printers & Scanners → right-click (or Control-click) in the printer list → select Reset printing system. Then re-add the printer.
5
Restart your Mac and try printing again.
Display troubleshooting:
1
Check the cable connections at both ends — monitor and PC/dock.
2
Press Win + P and select Extend or Duplicate to detect the display.
3
Try a different cable or port if available (HDMI, DisplayPort, USB-C).
4
Restart your PC with the monitor plugged in to force display detection.
Here's how to install or update software on macOS at Herotel:
1
Check Company Portal for Herotel-approved software first.
Open Company Portal from your Applications folder or Launchpad → click Apps — all IT-approved apps are listed here and can be installed with one click.
2
Check for app updates via the Mac App Store.
Open App Store → click Updates in the sidebar — update any apps that appear here.
3
Check for macOS software updates.
Apple menu → System Settings → General → Software Update — install any available updates.
4
For Microsoft 365 apps, update via the app itself.
Open any Office app (Word, Excel etc.) → click the app name in the menu bar → Check for Updates.
5
If the software is not available, log a ticket — IT will assist with licensing and installation.
Here's how to install or update software on your Android device at Herotel:
1
Check Company Portal for Herotel-approved apps first.
Open Intune Company Portal from your app drawer → tap Apps — all IT-approved apps are listed here. Tap the app → Install.
2
Check for app updates via Google Play Store.
Open Play Store → tap your profile icon (top right) → Manage apps & device → Updates available → update any Herotel apps.
3
Check for Company Portal updates specifically.
Search for Intune Company Portal in the Play Store — if an update is available, install it first as it may push other app updates automatically.
4
If an app is not available in Company Portal or Play Store, log a ticket — IT will assist.
Here's how to install or update software on your iPhone / iOS at Herotel:
1
Check Company Portal for Herotel-approved apps first.
Open Intune Company Portal → tap Apps — all IT-approved apps are listed here. Tap the app → Install.
2
Check for app updates via the App Store.
Open App Store → tap your profile icon (top right) → scroll down to Available Updates → tap Update All or update individual Herotel apps.
3
Check for Company Portal updates specifically.
Search for Intune Company Portal in the App Store — keeping it up to date ensures the latest IT policies and app deployments are applied.
4
Check for iOS system updates.
Settings → General → Software Update — install any available iOS updates as these can resolve app compatibility issues.
5
If an app is not available in Company Portal or the App Store, log a ticket — IT will assist.
Here's how to install, update or request software at Herotel:
1
First check if the software is available via Windows Update or Microsoft Store.
Settings → Windows Update → Check for updates — some Microsoft apps like Teams, Office, and Company Portal update automatically through here.
2
Check Company Portal for Herotel-approved software.
Open Company Portal from the Start menu → click Apps — all IT-approved applications are listed here and can be installed directly with one click.
3
If not in Company Portal, go to the Herotel IT Software Portal.
4
Search for the application and click Request / Install.
5
To update an existing app, open Settings → Windows Update → Advanced options → Optional updates — driver and app updates often appear here.
For Microsoft 365 apps: open any Office app → File → Account → Update Options → Update Now.
6
If the software is not available anywhere above, log a ticket — IT will assist with licensing and installation.
Outlook sync fix:
1
Check your internet connection is working.
2
In Outlook, click Send/Receive → Update Folder.
3
Check you're not in Offline mode — click the Send/Receive tab and look for Work Offline. If it's highlighted, click it to go back online.
4
Restart Outlook. If still failing, remove and re-add your Herotel account under File → Account Settings.
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Great, glad that's sorted!
If the issue comes back, you can always return here or email itsupport@herotel.com directly.
