Help
Troubleshooting
What to check when the desk is down, emails do not arrive, sign-in fails, or labels and warranty lookups do not work.
The desk will not open (on-prem)
Right-click the tray icon and choose Service Status. If Lifecycle is stopped, choose Start Services. After a Safe Shutdown, Start Services is always the next step.
Employees are not getting emails
Portal links, return reminders, invites, and password reminders all need a sender address under Settings → Notifications. An empty sender is the most common reason emails never arrive.
Sign-in problems
Staff must use a work account, not a personal Microsoft account. On an on-prem desk, ask your IT admin to check the Microsoft 365 connection under Settings → Connections.
Labels and warranty
Labels that will not print usually mean the carrier is not connected yet under Settings. Warranty lookups need the Dell connection under Settings → Connections → Warranty and a correct serial number on the device. Typed-in dates always work.
Keep secrets out of Lifecycle
Never paste passwords into tickets, instructions, or web addresses. Keep them in your password vault.