MacStadium Knowledge Base

Support

FAQs
Can I use FileVault on my Mac?

Because FileVault requires that a user must login before the Mac connects to the internet, it's not possible since the Macs are located in our data center racks and customers connect remotely.

If you enable FileVault, you will lose access to the Mac upon the first reboot. Our support agents will have to wait for FileVault to fully encrypt the drives before we can un-encrypt them again. The entire process can typically take between 48-72 hours.

The following choices are your options for how our technical support staff disables FileVault on your hosted Mac:

  1. Open a support ticket as soon as possible. If you’re in a free trial period, we can take this server offline and get you setup with a new server so you don’t waste the free trial period waiting for this server.
  2. If this is a server you’ve been using for a while and you don’t wish to start fresh, let us know and we’ll pull the server to our workbench. From there, we’ll keep track and when encryption completes, we’ll start the decryption process. Afterwards, we’ll get the server back in the rack and let you know it’s available again.
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How can I get additional support managing my Mac environment?

When your request for support is beyond the scope of what MacStadium provides, we recommend getting in touch with one of our suggested IT partners. They all are familiar with MacStadium and Macminicolo products.

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How do I configure my Mac for colocation prior to shipping it to MacStadium?

Please refer to the colo configuration guide.

Please follow the directions as described, and then ship your Mac to the MacStadium location listed in your install ticket.

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I accidentally turned off VNC on my hosted Mac. What do I do?

If you inadvertently turn off VNC / ARD on your hosted Mac, you can re-enable it through a console connection via SSH (which MacStadium turns on by default on all subscription based Mac servers) with these instructions:

  • If you are accessing the hosted Mac from a local computer running OS X, you can click on Spotlight, and type ‘terminal’. Once in terminal, execute the command: ssh 192.168.1.200, where the number sequence is the IP of your hosted Mac.
  • If you are on a Windows based PC or other local workstation, download a Telnet/SSH client such as PuTTY, and connect to the IP of your hosted Mac.
  • When prompted, enter your administrator-privileged username and password (the account you use to access the remote Mac).
  • Once logged in, you can execute the following command at the prompt to re-enable VNC (where it says mypasswd, insert your desired VNC Password):
sudo /System/Library/CoreServices/RemoteManagement/ARDAgent.app/Contents/Resources/kickstart -activate -configure -access -on -clientopts -setvnclegacy -vnclegacy yes -clientopts -setvncpw -vncpw mypasswd -restart -agent -privs -all

You can now close your terminal/SSH window, and attempt to re-connect via your VNC / ARD client as normal.

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I need my servers to have pre-installed software. What do I do?

With dozens or hundreds of dedicated servers, it would be both difficult and time-consuming for us to release dedicated servers running clean operating systems. Instead, customers find it’s beneficial to setup one machine in their pool of Mac servers with the exact configuration needed. Many of those customers save time for themselves and our staff by creating a template machine for cloning their most used tools or a specific subset based on the expected use of the machine(s) to be deployed.

Once given the okay to start the bulk server cloning process our support staff will take that machine offline and begin cloning. Once the customer validates the first cone is successful, we'll continue the process. After manually setting a new network configuration per server, we can deploy the new bundle of machines to meet the customer’s needs.

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What does the remote hands service cover?

MacStadium provides free live chat, email and phone support 24x7x365. Our free remote hands service is available 24x7x365 without hidden fees. Refer to this article for more details about what services are provided.

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What if my Mac "locks up" or needs a reboot?

If your Mac locks up or becomes unavailable, you should first use the Power Management ‘Hard Reboot’ feature included with every dedicated server subscription at MacStadium via your control panel. Click a subscription, then click the Actions button, then Hard Reboot.

By clicking this button, a signal is sent to an APC-switched PDU power outlet dedicated to your Mac in our data center. The APC PDU will drop power for a few seconds and then restore power. Read this tutorial for more information about rebooting and scheduling a daily self-power via operating system settings.

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What’s the OLA on rebooting a dedicated Mac host?

Our operational-level (OLA) standard on a reboot of a dedicated Mac is two hours, though in most cases it is completed in less time.

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Where do I ship my Mac for colocation after I signup?

The current addresses for our data centers appear on our Contact page.

A MacStadium account and colocation subscription are required before shipping a server. You may combine multiple colocation subscriptions in one shipment if each is labeled with the respective subscription number. This number is found in the subscription details - just click on the subscription in your customer dashboard to view it.

After shipment, please update your install ticket with the tracking number of your shipment. We can keep track and provide you with the best estimate for when your server is online in our data center.

Before shipping, please review our colocation configuration guide.

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