Check app installation and processes
Overview
Depending on the size of your organization, apps can come from sources such as the Mac App Store, packages and disk images from the internet, and apps pushed from a device management service.
Help users become familiar with each method so they understand how to install and reinstall apps.
As users start installing apps and downloading more content to their Macs, you might need to help users when apps and processes run slowly, freeze, or unexpectedly quit on their Mac.
If a system is running slowly, has unexpected behavior, or is missing required tools, checking installed apps and active processes helps pinpoint the cause—whether it’s a resource-heavy program, malware, or a failed installation.
Note: A device management service can configure these settings. For more information about your organization’s requirements and device policies, check with your device management administrator.
Mac App Store
The Mac App Store is the default platform for downloading and installing Apple-approved apps. It provides a secure environment where apps are vetted for security and compatibility. Users can install or update apps with a single click, and updates are centralized through the App Store. If users experience app issues, they can reinstall the app.
Internet applications (packages and disk images)
Many Mac applications are distributed online as .pkg installers or .dmg disk images. Disk images typically need to be mounted, and the app is either dragged to the Applications folder or installed through a built-in package installer. Ensure that users have appropriate permissions and Gatekeeper settings allow installation from identified developers. Remind users to eject the disk image after installation to avoid confusion.
Device management
In managed environments, apps can be deployed remotely through a device management service. These tools allow IT teams to push installations silently, enforce policies, and manage licensing without user intervention.
If an app freezes or quits unexpectedly on a Mac
What to look for:
The app doesn’t quit as expected.
The app displays unexpected behavior.
The app fails to launch.
The app is slow or unresponsive.
An error message appears.
The app can’t communicate with devices on the local network.
A wait cursor appears when a delay of more than a few seconds occurs.
Steps to take:
If an app doesn’t quit as expected, or it’s unresponsive, you can force quit the app (you may lose unsaved changes).
If the app quits, reopen it by clicking Reopen in the dialog that appears.
Restart Mac by choosing Apple menu > Restart.
Make sure that the app is compatible with the computer’s version of macOS.
Open another file in the app. There may be a problem with the original file.
Verify that the app has access to the local network.
Check for updates to macOS.
Start up Mac in Safe Mode to isolate software-related issues by disabling third-party extensions and login items and clearing the local cache.
Disconnect any peripheral devices you just connected (for example, a printer). They may not be compatible with the computer’s version of macOS.
Uninstall any app plug-ins or enhancements from other manufacturers. If the user recently updated the app or macOS, a plug-in or enhancement installed may no longer be compatible.
Uninstall the app.
Delete the .plist file. (This might affect Custom App settings.)
Force quit apps and unresponsive processes
When an app becomes unresponsive, guide users to open the Force Quit window using Command-Option-Esc. This interface allows users to close frozen apps safely without restarting their Mac. For more advanced troubleshooting, you can use Activity Monitor to view and terminate specific processes. It’s also useful for identifying resource-heavy or rogue apps impacting performance.
Important: If you force an app to quit, you may lose any unsaved changes.
When an app becomes unresponsive, guide users to force quit the app by doing one of the following:
Option-click the app icon in the Dock, and choose Force Quit.
Go to Apple menu > Force Quit, and select an app to force quit.
Click Option-Command-Escape, and select an app to force quit.
Use Activity Monitor to force quit an app. See Quit an app or process in Activity Monitor on Mac.