Applications, drivers and runtimes were restored by repackaging and redeploying titles into managed catalogs (Intune Company Portal, SCCM Software Center, EPM) with silent install/uninstall scripts and robust detection rules; Win32/MSI/EXE titles were converted to .intunewin or SCCM packages where appropriate. Detection‑state anomalies were resolved by repairing detection rules, rolling back or repackaging problematic updates, clearing pending‑restart and low‑disk conditions, freeing C: space, and performing registry/filesystem cleanup after partial vendor installs. Company Portal/Software Center client corruption was repaired or the clients were reinstalled to recover self‑service functionality. Installer elevation and OS feature prerequisites were addressed by delivering elevated managed deployments or performing audited remote/admin installations using LAPS, time‑limited admin credentials or the organisation’s elevation workflows; remote support sessions occasionally used admin tools to complete installs. Visibility and entitlement failures were fixed by correcting Azure AD/Entra group mappings, applying manual individual assignments and license assignments, forcing Company Portal/Software Center syncs, restarting the Intune Management Extension, republishing packages and allowing propagation windows (typically up to ~24 hours). Where vendor installers or vendor‑supplied passwords were required these were obtained and applied by IT, and vendor‑installed products were sometimes removed before redeploying the managed channel. Helper runtimes and auxiliary tooling (for example ImageMagick and Strawberry Perl for MiKTeX pdfcrop→PNG workflows) were installed when application features required them. Microsoft Store/MSIX apps blocked by MAM/Intune policy or Defender Cloud App Security were re‑entitled or temporarily provided via alternative catalog items or store fallbacks. Network context was significant in multiple cases: some installers and device discovery (notably PaperCut Mobility Print) only completed reliably while the device had corporate network connectivity or VPN, and installer file‑blocking (Windows file properties 'Unblock') prevented some installs from functioning. Docker Desktop issues were investigated as OS feature/WSL prerequisite failures; some Docker installs reached 100% on WSL setup then aborted (error 0x80070001) and were escalated to packaging/specialist teams when local remediation did not resolve them. Policy outcomes were enforced: privately purchased/user‑owned software or requests for persistent local admin were declined and routed to procurement/ARM or the formal software request workflow; where appropriate, requested developer tooling was instead packaged and made available via Company Portal. Final outcomes included restored self‑service installs from Company Portal/Software Center, elevated or remote installations for admin‑required titles, successful packaging and deployment of drivers/tooling for Windows 11, cleanup and removal of dead shortcuts after reinstalls, and recovery of SCCM/Software Center client functionality; some complex cases (for example reproducible Docker 0x80070001 failures) required specialist escalation or further vendor engagement.

Blocked installers, portable executables and uninstallers were either released/whitelisted in endpoint protection (EPM/Windows Defender) and Microsoft Defender SmartScreen or repackaged and published to the Company Portal / Intune self‑service catalog so deployment did not require local user elevation. Installations that required elevation were completed by running installers in an elevated context (responding to UAC with administrator credentials, using time‑limited local‑admin elevation, a LAPS‑provided admin session, or by deploying from the management side via PatchMyPC/Intune/Company Portal). When SmartScreen blocked an installer despite local elevation, the issue was resolved by whitelisting or repackaging/publishing the app through the management channel rather than relying on a local bypass. Uninstallers that were blocked and prevented packaging/uninstallation were resolved by repackaging and deploying the final bundle through Company Portal; Company Portal visibility issues were cleared by forcing a sync and waiting for the catalog to update (typically ~15 minutes). When EPM policies prevented downloads until Company Portal approval, approval workflows and automation notifications were used while whitelisting or managed deployment was arranged. Where the privilege‑elevation service itself failed, alternative vendor tools or standalone updaters were used to obtain drivers or updates without the vendor’s full management suite. Remote support sessions (after installing a supported remote‑control client from Company Portal) were used to perform elevated installs in some cases. Client/server version mismatches or installer/configurator incompatibilities were resolved by installing compatible versions or repackaging a compatible bundle. Installers that timed out in Windows Sandbox or Internet Explorer (ERR_TIMED_OUT) were obtained by running them outside the sandbox or by delivering the package through the management/update channel. When users declined or could not justify elevation or the software was not approved, IT sometimes closed the support ticket and routed the request into the formal New Software / software‑request process (requiring cost‑center and license‑approval information) rather than applying a local whitelist or temporary exception; in those cases no technical workaround was applied and the customer was instructed to submit the formal request. Where appropriate, equivalent web‑hosted or already‑approved alternatives were recommended.

Temporary, time‑limited local administrator elevation resolved the majority of installer, helper‑tool and Gatekeeper prompts: technicians launched temporary admin sessions (Self Service Admin/Adminion, Admin‑Minion/minion, or the “Admin for 30 minutes” entitlement) and confirmed the mac’s local administrator account was required because network SSO credentials did not satisfy those dialogs. When the Self Service app’s Admin Rights Request item disappeared after an app update, technicians used the Self Service Portal as a fallback to submit and process admin requests so users could proceed with software updates. Where the elevation item was absent or malfunctioning, re‑granting the “Admin for 30 minutes” entitlement, reassigning the user’s admin role, repairing admin‑rights mappings, reapplying the admin‑request workflow and device policy, running the catalog’s admin‑rights query, and prompting a restart restored the admin request option. Time‑limited rights were reissued when they expired during lengthy upgrades; stuck installers were cleared by force‑quitting installer processes or restarting the Mac; Setup Assistant stalls tied to network/download failures were cleared by stopping the stalled installer, switching networks, and rebooting. Gatekeeper blocks were resolved after confirming vendor build notarization status; for notarized builds technicians cleared one‑off blocks via System Settings → Privacy & Security → Open Anyway, and recurring blocks were prevented by publishing signed, notarized macOS builds to the Self Service catalog or escalating undocumented/notarized vendor builds. Persistent or auto‑restarting background processes required disabling/unloading launch agents and daemons, removing startup/login items and cached residuals before uninstall; when GUI removal failed and elevation was functioning, technicians performed cautious elevated removals (for example sudo removal of application files). Adobe Creative Cloud incidents frequently required additional elevated cleanup of background processes, startup/login items, caches, and reinstallation of Creative Cloud Desktop and licensed apps while admin rights were active. Where available, Self Service “Minion” catalog entries installed applications without requiring local admin rights and were used as the preferred path; installing via Homebrew or directly from vendor downloads was used as an alternative when appropriate. IT also confirmed or assigned product licenses before activation when required.

A system restart cleared the installer loop and the PKDownloadError - Error 8 condition; after the reboot the installer stopped repeatedly forcing itself to the foreground and the update process proceeded normally.

Problems were resolved by aligning deployed add‑in builds and packages with the installed Office build and by removing duplicate or out‑of‑date add‑in installations. When add‑ins remained visible but nonfunctional (PowerPoint charts uneditable, Word controls inactive, Excel links broken), removing duplicate installs or reinstalling the correct build restored functionality; temporarily disabling the COM add‑in cleared some activation/compatibility popups. Enterprise delivery failures were resolved by publishing the correct package in Company Portal/Unternehmensportal (Intune) or Jamf and reinstalling from that portal; immediate “installation failed” notices were traced to incorrect portal packages or sync failures. License issues were resolved by supplying license keys, correcting license‑pool assignments, or completing vendor‑portal sign‑in flows (some vendors required institutional sign‑in or a VPN before activation). Vendor rollout behavior varied: in at least one case a think‑cell update required the user to accept the vendor’s in‑app update pop‑up to complete the rollout. Debug logs containing “CFindCodePattern failed” (MemoryFind.cpp) and references to Office DLLs (for example ppcore.dll) were treated as indicators of a version/build mismatch between the add‑in and Office. Where portal‑based uninstall/reinstall was blocked by lack of administrator rights, technicians integrated vendor Fixit/repair tools into the deployment package and provided a BAT script that repaired the add‑in when executed by the user. On macOS, incidents where only auxiliary think‑cell components appeared in Applications while think‑cell.app and think‑cell Helper.app were missing were attributed to incomplete/aborted installations or MDM/security software blocking core modules; these were resolved by reinstalling the correct macOS package via Jamf/Company Portal or the vendor installer and ensuring the Helper app was present so Accessibility/Automation permissions could be granted in System Settings.

Incidents resolved into three consistent patterns. 1) Apple ID/account ownership: Multiple devices using institutional @iu.org Apple IDs were blocked from App Store and Self‑Service installs and updates; affected devices were switched to non‑@iu Apple IDs (for example a personal Apple ID or a newly created iCloud Apple ID), after which affected apps (examples: WhatsApp Business, Workday, DeepL) were removed and then installed or updated successfully. Where the App Store reported a refund or that the purchase belonged to a different Apple account, removing the app and reinstalling/updating it under the Apple ID that owned the purchase cleared the ownership mismatch and allowed updates. 2) MDM push and network/connectivity: In cases where the App Store UI was unusable or the Get/Download button was greyed out, administrators pushed required apps to device serial numbers via the device management system; installations completed once devices were powered on and had a stable network connection. Repeated install failures that correlated with depleted cellular data allowances were resolved when devices had stable Wi‑Fi or sufficient mobile data. Administrators also released apps into the Self‑Service catalogue when required. 3) OS version compatibility: Some installs were blocked because devices were running an unsupported or insufficient iOS version; after the device OS was updated to a supported version (Eventbrite example), the app installed successfully. In summary, affected cases were resolved by correcting Apple ID/ownership mismatches, delivering apps via MDM and ensuring stable network/data, or bringing devices to a supported iOS level and releasing apps into Self‑Service as needed.

Multiple distinct recovery outcomes were observed depending on the symptom. For devices that were unresponsive in OOBE and where local utilities were inaccessible, technicians booted to the Dell one‑time boot menu (F12) and ran Dell SupportAssist OS Recovery; SupportAssist performed a factory/OS reinstall and devices then completed OOBE and reached the Windows login. In at least one case where OOBE aborted with an unspecified error, technicians used the OOBE Reset ("zurucksetzen") option during setup; after reset the device completed setup. Apparent stalls caused by users expecting a VPN or network connection were resolved after remote contact (for example via Microsoft Teams) clarified that VPN was not required and users continued OOBE. Keyboard-layout mismatches that blocked input in OOBE were worked around by using the on‑screen keyboard to enter characters the physical keyboard could not produce. Post‑setup audio loss tied to language/locale settings was resolved by changing the system language (documented case: English↔German) and verifying audio playback. A separate symptom was the initial software installer (four‑phase installer) appearing stuck in Phase 1 and reporting "computer not ready"; in observed cases background Windows updates and subsequent restarts closed the installer window and the device appeared to have completed setup with no further remediation required. Provisioning failures that produced temporary profiles (C:\Users\defaultuser100000) were seen primarily on devices that lacked SupportAssist and were not enrolled in fleet/BIOS management, which limited in‑house recovery options; affected legacy devices were routed through Smart Support/refurbisher return workflows and shipped back via DHL.

Hard resets and full power-cycles restored responsiveness on some endpoints and allowed Company Portal installations to proceed. Restoring a clean OS image with Dell SupportAssist OS Recovery removed recurring Office error dialogs and eliminated repeat installer/update failures on affected Dell Windows 11 systems. Multiple incidents traced to Adobe components installed outside the Company Portal were resolved by assigning the correct Adobe license and installing Adobe Creative Cloud from Intune/Windows Company Portal (signed in with the Windows/Microsoft account) before installing Acrobat; where Acrobat still launched as Reader, a manual uninstall of remaining Adobe components cleared the misrecognition and restored full Acrobat Pro functionality. Removing and reinstalling Adobe Reader/Acrobat via Company Portal resolved cases of PDFs opening as plain text/blank, saved files with incorrect timestamps, and failures to print or edit; one case required a manual uninstall when reinstall steps were not documented. Vendor-tool problems were resolved by applying vendor updates remotely (for example, an InDesign update completed over VPN/Teams). A Lenovo System Update 5 crash was cleared by uninstalling and reinstalling the update tool with administrative privileges. Microsoft Teams desktop-client anomalies were resolved by uninstalling the legacy client and performing a fresh install; in one case file/video download failures were resolved by deploying Microsoft Teams 2.0 and removing the legacy Teams client via deployment script. Patch My PC deployments that caused a .NET Framework startup error were resolved by updating the affected Patch My PC packages: Dell Display Manager and Dell Optimizer packages were updated and redeployed via Patch My PC, after which the .NET startup error no longer occurred on test clients. Several failed-update incidents captured Company Portal diagnostic logs (Diagnostic IDs) that were forwarded to Microsoft for investigation; one report referenced a "VSA Error" that correlated with VS Code instability and multiple restarts did not recover the application, and no confirmed remediation was recorded for that case. A separate report described browser-based Adobe uploads getting stuck in an endless loop; the Adobe license was verified as active but no confirmed remediation was recorded.

IT inspected delivered archives and executables and confirmed several were standalone portable applications (single protége.exe and similar) rather than formal installers; the Protege ZIP was resolved by extracting the archive and launching the executable. For Evaexam Scanstation IT performed manual installations of the vendor Scanstation.exe on Windows 10/11 endpoints for a limited test period; packaging into a portal-managed installer was deferred because the deployments were temporary and later uninstalled after testing. Data Privacy approved short-term testing when only fictitious data were used and the software was recorded in the corporate inventory. An IT Security review was noted as still required before adding any portable app to the corporate portal for wider distribution. In a separate case IT installed Obsidian (free version) from the vendor site on a Windows 11 endpoint, verified the app launched and that notes were stored locally with Markdown, note-linking, tagging, search, and embedded images/PDF support, and recorded cost-allocation details (CC15400, project PR0321); the ticket status was recorded as "Won't Do" in the tracking system despite the installation being completed.

When MSI/direct-download installers required elevation or download/install controls were unresponsive, obtaining Power BI Desktop through app-delivery channels resolved installation without local admin rights: installations from the Microsoft/Windows Store listing and via the Intune Company Portal completed without elevation in multiple incidents. On devices that shipped with an outdated or preinstalled Power BI Desktop that would not update or uninstall by the user, support connected remotely with administrative privileges (TeamViewer) to remove the old preinstalled copy; users who had already installed the current Store version then had a functioning Desktop. In at least one support session technicians also installed ODBC drivers and Power BI Desktop via a remote TeamViewer session, after which an unspecified ODBC setup error was resolved. Separately, a MySQL-specific incident recorded that a MySQL ODBC 5.3 driver deployed from Software Center was present but not recognized by Desktop, and related dataset refreshes failed with ODBC HY000 "Can't connect to MySQL server" (10060) and underlying error -2147467259 while the Power BI personal gateway reported being offline; that ticket documented the driver-recognition and gateway/network symptoms but did not record an alternate remediation beyond the app-delivery and remote-install observations. A Dell laptop that had undergone OOBE failures and a SupportAssist OS Recovery run exhibited an unresponsive download button that was resolved by installing from the Intune Company Portal.

Analysis ToolPak failures were resolved by re-enabling the Analysis ToolPak (and Analysis ToolPak - VBA where required) from Excel’s Add-Ins management and by ensuring the correct Add-Ins manager was used (Excel Add-Ins versus COM Add-Ins/application add-ins) when the option was missing from the dialog. Cases where the ToolPak repeatedly disappeared or did not appear were tied to disabled application add-ins or confusion between COM and Excel add‑ins; toggling the appropriate manager restored the functions. An Arixcel case with inventory/licensing present but no Company Portal entry was resolved by verifying the license and reactivating the add-in from Excel’s File > Options > Add-Ins dialog; a transient unspecified error appeared during re-enable but functionality returned. Acrobat PDFMaker integration was restored after replacing a corrupted PDFMaker AddIn.dll, performing Office repair, running the Adobe Reader and Acrobat Cleaner tool to remove remnants, and reinstalling Acrobat DC. Citavi add-in loss after upgrade was attributed to digital-signature and registry anomalies during migration; those incidents were resolved by running Citavi’s FixIt and performing repair or reinstallation with administrative privileges or by redeploying the package with correct signing and cleaned installation artifacts. Across incidents, resolving failures mapped to restoring or replacing corrupted add-in binaries, repairing host and add-in installations, addressing registry/signature anomalies from migrations, and correcting deployment or permission problems so the host application could load the add-in UI.

The upload issue cleared without recorded intervention and subsequent uploads from the corporate device succeeded; the incident appeared to be a transient, self‑resolving failure with no support action logged.

License‑pool assignments, approval status and ALM records were reviewed and missing assignments or pending approvals were recorded and completed or routed via Automation for Jira; duplicate tickets were closed and stakeholders were directed back to the original request. Where ALM or the owning application team delayed beyond the agreed timeframe, support performed one‑time manual installations per the documented fallback process and the decision was recorded. Requests blocked by approver declines, wrong cost centers or missing approvers were documented; persistent mismatches were declined or rerouted and logged in the service portal. Catalogue visibility and update failures were fixed by repairing entitlement gaps (for example adding MAXQDA feature packages to a serial number; enablement noted to propagate in 1–3 days) or by routing requests for catalogue items owned by other teams to the responsible service. Adobe/Creative Cloud activation conflicts were resolved by removing stale Adobe accounts, assigning the correct AD group to the active account, performing remote uninstall/install via Creative Cloud and confirming activation. Large vendor bundles and CAD/engineering suites were obtained from vendor portals where licensing allowed, repackaged for corporate distribution, and documented when vendor installers could not be reproduced; AllPlan installer failures were addressed by producing a packaged installer that handled the vendor’s hard‑coded C:\Data\Allplan path or by creating the required folders and obtaining the appropriate education license. Vendor‑gated downloads were obtained after confirming entitlement or via procurement and then repackaged for Intune/Company Portal. Lightweight/non‑admin installers were used where available and time‑limited admin elevation was granted via the Self Service/Adminion workflow when local elevation was necessary. Misdetected endpoints were remediated by reinstalling or repackaging through the portal and persistent misdetection was escalated. Remote support sessions (Teams, TeamViewer QuickSupport, VPN or onsite) and regional teams were used for interactive installs, uninstalls, activations and troubleshooting. Server/hosted deployment requests were reviewed with IT Security and declined when hosting posed security or resource concerns; affected apps were delivered as client installs instead. Single‑user license requests for shared/kiosk devices were declined or redirected because of licensing and data‑protection conflicts; remediation included provisioning a dedicated managed workstation or arranging remote access to an already‑licensed host only after IT Security/Data Protection approval. Event‑only or short‑term installs were completed via regional temporary access processes after approver sign‑off and flagged for later uninstallation. Packaging requests that awaited procurement/licensing or ISS data‑protection assessment (for example Stata) were documented and held until those approvals arrived; some such requests were automatically closed by Automation for Jira after inactivity and were re‑raised when procurement/licensing was confirmed. Installation requests that remained pending because the app owner was unresponsive (for example Charly APP showing “Anforderung gesendet … Session ID: …”) were resolved by directing users to the owning team and recording the owner’s non‑responsiveness in the service portal. License keys, cost‑center details and license/contact owners were recorded in the service portal and inventory. Where internal documentation pointed users to unreachable Software Center pages, intranet/SharePoint guidance was updated. Requests for versions unsupported by the managed environment (for example SPSS beyond v30) were declined when the corporate image did not support the requested version.

Two related classes of macOS installation/update failures were identified and handled.

It was confirmed that Microsoft did not publish a native Power BI Desktop for macOS. Support sometimes advised macOS users to self-grant admin rights via the IU Self Service app to install applications, but that did not enable installation because no macOS Power BI Desktop installer existed; one ticket was closed after no user response. Many macOS users accessed the Power BI web service in a browser, which met the needs of some workflows. For users who required desktop-only features (dataset creation, DAX/calculation authoring, and other authoring tasks) the team issued loaner Windows laptops as an interim measure. The team also evaluated running the Windows Power BI Desktop on macOS via Parallels and running Windows Power BI Desktop in cloud-hosted Windows VMs (Microsoft/Azure, AWS); both options were technically viable but were not adopted pending decisions about support scope, licensing and cost allocation.

Requests to install personal, course‑specific, or third‑party software on managed devices were reviewed and escalated to IT security and the relevant IT or education specialist teams; decisions were made case‑by‑case. Requests for deprecated or unsupported software were declined when the vendor no longer supported the app on the institution’s OS (for example, Windows Movie Maker on Windows 10); in those cases users were advised of the lack of support and directed to request supported commercial alternatives and associated licenses through the IT service/licensing process (for example, Adobe Premiere Pro via the IT Service Portal / Company Portal). Installations were denied when installers or add‑ins were unsigned or distributed over insecure channels (HTTP), required vendor accounts or persistent credentials on shared machines, depended on VBA/macros blocked by Group Policy, had unclear licensing or costs, or required hardware beyond device capability; for example, an Excel Date Picker distributed via HTTP that required device configuration changes was denied for security reasons. Installations were permitted only when vendors provided an official, compatible installer, a security and data‑protection assessment found no unacceptable risks from vendor accounts on shared devices, licensing and costs were verified, and hardware/platform availability was confirmed; for example, the Sonos Controller was installed after those checks. Specialist teams reviewed use‑case‑specific requests (for example, iPad‑to‑PC mirroring); institutional platform constraints were enforced (for example, iPad screen sharing was limited to Zoom) and alternatives were communicated to users. Ticket handling typically included forwarding to specialists, assessing security/data‑protection and licensing implications, confirming vendor support and hardware requirements, and communicating the outcome and next steps to the requester.

Affected macOS apps were restored after remediation that removed corrupted user application data and corrected the management/package state. In multiple incidents the app and its per‑user application container (user app data/container) were fully removed and the app was cleanly reinstalled; after the container removal previously unlaunchable apps (including cases showing 'App is damaged and cannot be opened') launched normally. Some cases involved third‑party software (KeePassXC) where a technician applied a fix and updated the software/package on the device/backend in the management system before a subsequent Self Service reinstall succeeded. One recorded instance on a 2019 Intel Mac running macOS Sequoia 15.7.1 briefly prevented use of admin privileges; after the app container was removed and the app reinstalled the app launched and other Office apps were unaffected.

A free Jira Cloud app (Stagil Traffic Lights) was requested via the Atlassian Marketplace; Automation for Jira produced the standard approval notifications and, after the approver acted, the app was installed into the Jira instance by Markus Müller and the request was closed. A Confluence calendar plugin request could not proceed because the team lacked required global Confluence permissions and the on-page admin request went unanswered for multiple weeks; stakeholders instead agreed to use a shared Microsoft Teams calendar so multiple users could create events and recurring series visible to project members. A request to evaluate the free 'Story Mapping' Jira add-on was installed and tested in a sandbox and was observed to auto-enable in every Jira project; the free version provided no option to restrict activation to specific projects, so ownership and the production decision remained with the Application & Requirements team. A request to evaluate the Quantify AI Jira plugin for recording capitalizable internal work was reviewed but ultimately not installed (Won't Do); an Atlassian admin was required to perform the installation and stakeholders provided a SharePoint link and resolved the process outside Jira. Where applicable, sandbox testing and assignment to application ownership were used to assess global impact before production installation, and approvals from Automation for Jira or available admins governed whether provisioning proceeded.

A one‑time rebuild and migration was performed: the host was rebuilt on Ubuntu 24 LTS and Nextcloud was upgraded from v25 to v31. The Nextcloud database and application data were migrated off the single disk onto separate storage volumes and the database schema migrations were applied and verified. Microsoft Defender, Fail2Ban, and the Zabbix agent were installed/updated and configured for monitoring and intrusion prevention. Backups were taken and migration/configuration details were documented.

Affected machines were repaired by fully removing the existing Acrobat/Reader installation and installing the latest Adobe Reader/Acrobat build. When the installer .exe or enterprise deployment packages were not accessible, or when users lacked local administrator rights or the Company/Enterprise Portal/Creative Cloud installers failed, local IT performed a clean uninstall and reinstalled the latest build under an administrative account. After the clean reinstall the embedded approval controls and PDF form fields (including the email '@' character, date, and signature fields) rendered and behaved correctly. In at least one case VPN or access-rights to Acrobat resources had to be corrected so the application could complete its operations before the approval UI recovered. Attempts to 'repair' via the Creative Cloud or enterprise installer alone had not resolved the corrupted/older installation prior to the manual clean reinstall.

Support traced the failures to a new-device restriction that blocked folder creation on C:, which prevented Distiller from operating. The issue was addressed by providing an alternative PDF generator (PDF24) delivered via the Company Portal and by using Microsoft PDF Maker where available; support also explained the root cause to the user.

Incidents were resolved by environment-specific actions. Launching Teams via the Okta Dashboard (Okta SSO) bypassed a stuck local installer and started the client. On Windows 10 (example: Lenovo ThinkPad T14) a full uninstall of Microsoft Teams followed by a fresh install from the downloaded installer removed recurring installer dialogs and restored functionality. On macOS a reinstall restored an instance where the application would not open. In cases where Company Portal reported Teams as installed but the client failed to start and Teams did not appear in Apps & Features (preventing a user uninstall), support agents performed an assisted uninstall and reinstall during a scheduled support session. No explicit error codes were reported in the affected tickets.

An administrator initiated an OS reinstallation/reset instruction to the device. The user restarted the PC when prompted, completed the reinstallation/reset and reconfigured the system. The frozen taskbar and system hang were resolved after the OS reinstallation.

Playback was restored by opening the video directly from the user’s OneDrive folder; this confirmed the file-location/access method was preventing playback. When location alone did not resolve the issue, installing a third‑party codec/player (K‑Lite Codec Pack or VLC Media Player) via the Company Portal allowed the videos to play.

The issues were resolved by getting the Dropbox desktop client running and allowing its initial sync to complete. Launching the client from the Windows tray/menu-bar allowed the service to start or resume syncing; the prolonged initial sync explained the slow web/desktop responsiveness and failures when opening multiple files, and performance returned to normal after the client finished its sync cycle. One installation exhibited an error message at the admin-credentials prompt but completed successfully. Files that appeared online-only were due to Dropbox Smart Sync/selective-sync settings; offline availability was restored by marking the desired folders/files as kept permanently on the device via the Dropbox context menu (this setting is in Dropbox, not OneDrive).

Two distinct failure modes were observed and resolved. In cases where reproduced ccmdls.adobe.com installer URLs were broken or expired, Adobe provided a working AdobeESD (osx10-64) installer link and replacing the invalid URL allowed the app to be downloaded and installed. In cases where an app was present in the user's Creative Cloud entitlement but not visible on the device, technicians confirmed entitlement/licensing and signing in to the Creative Cloud desktop app on the Mac caused the missing app to appear in the Apps tab and become installable. Where users could not download the Creative Cloud client from an enterprise portal or via a particular browser, downloading the Creative Cloud client using the Safari browser on the Mac succeeded; installing and signing in then made Adobe apps available. Separately, for Macs that did not have Creative Cloud installed or where users lacked a convenient installer, Creative Cloud was published to the Mac Self Service catalog via Adminions and installed successfully from Self Service.

The SFirm system update was scheduled for 30.06 with a maintenance window starting at 18:00. The update was performed on 30.06 and applied successfully at 18:22. Post‑update verification was requested from users, and confirmation on 01.07 indicated payments processed successfully and SFirm operated normally.

NVDA was installed on a corporate Windows test device (installation required VPN logon) and validated by support staff. The test confirmed NVDA launched and interacted with UI content but was configured or behaving to spell out individual letters rather than speak words or sentences; no errors were produced during installation or use. Licensing for NVDA was confirmed as free (link to project provided) and Windows Narrator was noted as the built‑in alternative for further accessibility testing.

The problem was resolved by installing the 7‑Zip archiver from the Company Portal and using 7‑Zip to open and extract the encrypted/compressed archive. After extraction with 7‑Zip the files were accessible and the user confirmed the issue was resolved.

The incidents were resolved after authenticating to the IU Brand Hub (via Okta) and restoring the Brand Hub typography assets, then installing the Brand Hub font/glyph packages on the affected workstation. Technicians downloaded the typography packages listed in Basics → Typography (the four Brand Hub font packages), reinstalled the assets in the Brand Hub where applicable, installed the same font packages on the affected notebook, and restarted the machine. After those actions, B2B/B2C mail templates and UI glyphs in Microsoft Teams/Excel web views, Chrome pages, and Salesforce rendered the expected fonts and in‑browser editing was restored.

Blocked installs and extraction failures were resolved through Company Portal deployments, formal inventory/security approvals, and controlled remote‑admin installations. Company Portal was used to push utilities that avoided elevation issues (for example 7‑Zip for AES extraction), applications that installed per‑user (for example LibreOffice), and server tooling (SQL Server 2022 Express and SQL Server Management Studio); Acrobat Reader on Windows 11 devices had been installed by deploying Adobe Creative Cloud and then installing Reader through Creative Cloud. For installers or packaged ZIPs that required elevation or admin extraction, support obtained procurement/license/approval links or completed an IU Inventory/Application & Privacy Review and performed remote installations via Microsoft Teams or TeamViewer using local administrator credentials when policy allowed. When the OS prevented execution entirely (for example an installer where the 'More information' link blocked running the file), users were directed to submit the required inventory/security review so approvals could be recorded before installation. Company Portal deployments that left tools (for example Python) unavailable from the command line were addressed by providing local administrator access and guidance so Python was reinstalled or the system PATH was updated to include the install and Scripts folders. When Windows‑authenticated accounts lacked database creation rights or the SQL 'sa' password was unknown, support supplied the necessary SQL administrative credentials to enable database administration. Third‑party add‑ins or drivers purchased outside central IT were only installed and licensed by support after approvals were recorded; requests for privately purchased hardware or drivers that were not covered by procurement/contracts were declined and users were directed to return the hardware or follow corporate procurement and device‑driver approval processes. Requests for temporary administrator access or for IT to perform installs were forwarded to the responsible approvers and routed through the ALM → IT Security → Clientmanagement workflow; when appropriate, support suggested alternative, non‑elevated applications (for example Visual Studio Code or Notepad++ instead of Sublime Text) and recorded stakeholder approvals for network/remote‑access tools (for example Tailscale).

A technician connected remotely via TeamViewer and uninstalled the Lansweeper client from the laptop. To prevent automatic redeployment, the technician removed the device/group membership used for Lansweeper provisioning (the 'Lansweeper Available Group') from Microsoft Entra (Entra ID/Azure AD).

Outlook was reinstalled via the Mac Self‑Service application catalog. After the Self‑Service reinstall completed, Outlook launched successfully and the issue was resolved.

Affected Windows 11 Dell laptops were returned to a compliant, usable state by addressing enrollment and application deployment, network/connectivity, system time and updates, and browser/profile sync together. Enrollment and application deployment: devices with missing Software Center or stalled app installs were re-enrolled and the Company Portal/Intune Office 365 entitlement was applied so Outlook, Word, Excel, PowerPoint and OneNote installed and opened as desktop apps; delivering Office via Intune resolved cases where local admin elevation had blocked local installers. Network and performance: repeated sign-in timeouts and stalled Company Portal/Intune deployments correlated with unreliable Wi‑Fi (repeaters) or weak signals; relocating devices to stronger wireless coverage or connecting via wired/docking interfaces allowed sign-in and deployments to complete. Recovery and hardware: a small number of units required Dell recovery or device replacement and were recovered using Dell SupportAssist OS Recovery / OneTime Boot Menu during troubleshooting. Time, updates, and browser sync: system timezones were corrected and Windows time synchronization restored, pending Windows updates were applied until systems reported current, and Google Chrome accounts were created with sync enabled so bookmarks and saved passwords became available. Teams desktop avatars that initially showed default grey populated after profile/account sync completed post-enrollment. Parallels/DATEV exception: one Dell laptop reported "Laufwerk C nicht gefunden" so the Parallels Client/DATEV installer and remote configuration could not access C:\; that case had no confirmed remediation recorded in the ticket and was escalated for further investigation. Machines were left with Office available via Company Portal, Chrome sync active, accurate system time, current Windows patches, and devices in a compliant enrollment state, except the reported C: drive Parallels case which remained under escalation.

Investigators verified the device asset and vendor information before concluding why vendor-targeted tooling was absent. In one case the endpoint was Lenovo hardware while the requester expected Dell Command Update; because the package target did not match the device vendor the Dell package was not applicable and was not deployed, and the requester was informed. In a separate case the displays had been changed to Dell hardware and the previous USB-based content workflow no longer worked; ViewNeo was provisioned and configured on the requested screens (screens “01” and “02 OG”), which restored the ability to deploy content without using USB sticks (provisioning and setup were confirmed by the local contact). In all cases investigators noted that push attempts sometimes produced no error codes but did not apply when the package target and device vendor did not align.

On-site approval was obtained to provide a Java 11 runtime, and OpenJDK 11 was installed and authorized on the device. An Azul Zulu OpenJDK 11 distribution was used as the example implementation; after installation the Workday Studio installer completed successfully and the application was usable. The resolution noted Oracle JDK 11 licensing as a reason to prefer OpenJDK in this environment.

Support reviewed the pending Lenovo System Update entries and confirmed they were safe from a security perspective. The user was advised to confirm/approve the updates in Lenovo System Update, apply the updates, and reboot the device when prompted; no further remediation was required.

VMware Tools was deployed via Metal Managed to all applicable hosts and each successfully updated host was restarted after the update. The problematic host CPGBRH2PS1 was intentionally excluded from the update because it was reporting a degraded/unhealthy state and remained unpatched; no further automated attempt was made while the host condition persisted.

The installer proceeded once the correct target hard drive was explicitly selected on the disk selection screen after the license agreement step. Selecting the intended disk enabled the Continue button and the installation completed; the user subsequently confirmed access to the installed system.

The issue was resolved after the user realized they had downloaded the Windows desktop installer instead of the browser extension. They installed the correct NordLayer browser extension and confirmed the problem was resolved.

Support contacted the user via Teams, performed a remote/unattended uninstall of WPS Office from the affected workstation, and verified the application was removed before closing the ticket.

Jabra Direct v6.15 and KeePass XC v2.7.8 were each packaged, uploaded/imported into Jamf, and deployed to the designated test devices via Jamf deployment policies. Deployment/rollout for both packages completed successfully.

The sFirm installation was brought to the vendor‑current release by applying the latest available patches. After the update, Payee/recipient verification functionality was validated against the VoP requirements. Confirmation of the current patched state was recorded on 2025‑09‑03.

Jamf platform availability was restored by the Jamf team; after the service came back online (service reported healthy since prior day 14:00), Self Service installations succeeded and the ticket was closed. Staff also discussed migration alternatives and recommended moving to a centrally managed password manager as a long‑term option.

Impacted vendor applications were resolved in past incidents through full uninstall and manual reinstall, technician‑performed installations from vendor download sites, license or assignment confirmation, and targeted removal of legacy components when users lacked permissions. Examples included: SPSS was removed and reinstalled which restored a missing application menu; Acrobat Pro cases where Creative Cloud showed Acrobat but launched Reader were resolved by technicians removing legacy Adobe Reader with administrator privileges, confirming Acrobat Pro licensing/assignment, and reinstalling Acrobat via Creative Cloud so Acrobat became the default PDF application. Reinstalls via vendor portals or Creative Cloud were used when vendor installers failed to complete. Vendor‑specific clients (for example, ava‑sign Bieterclient 2024 v2.4.3) were manually installed by technicians and access to vendor document/submission functions (for example iTwo Tender) was verified. Endpoint Management/Company Portal actions and OneDrive or user data restores were involved in some recoveries, and technicians sometimes used administrator privileges or remote support tools to complete removals or installs. Some cases produced unusual symptoms (for example an IU Desktop Companion popup labeled “Custom” that spawned new PowerShell processes) where uninstall/reinstall and device resets did not remove the symptom; those were escalated and closed after contact with vendors or stakeholders with no additional technical detail recorded. A small number of tickets recorded applications failing to launch after Windows upgrades and showing vendor repair dialogs (for example 'Repair of Avaya version ... is not supported'); those incidents had no documented diagnostics or remediation steps in the ticket record.

The installation request was declined and the ticket was closed because the required approval was not provided; no technical remediation was performed. The record noted recommended next steps for the requester (obtain supervisor approval, request onsite IT assistance to install the client, or have classroom HDMI repaired) but the ticket itself was closed without an install.

Support refused requests to grant local administrator privileges or to install privately licensed/personal third‑party software on corporate devices. Tickets recorded that company‑managed notebooks had restricted install permissions and that installations were not permitted without formal software approval. In the reported case the user’s request to use Thunderbird was declined because Outlook was the supported, preinstalled email client; the ticket was closed after no further communication from the user.

IT processed application requests and either performed installations on behalf of users or provided remote assistance when users could not self-install. Technicians scheduled remote sessions (Teams or TeamViewer) or in-person support, processed approvals through the service portal/Jira (Automation for Jira) when required, authenticated/provided elevated permissions, and installed and confirmed applications on the user’s device. Example resolutions included installing DaVinci Resolve and installing think‑cell during scheduled remote sessions. In some cases IT provided download links and offered remote assistance (e.g., AusweisApp2 via https://www.ausweisapp.bund.de/download) but the installation was not completed and the ticket was closed without action.

Support confirmed local admin access and attempted a SelfService reinstall without success; the issue was resolved by installing Acrobat via the vendor Adobe Creative Cloud application instead of the corporate SelfService, after which the app launched normally. (Separately, Windows users installed Adobe via Company Portal successfully.)

Technicians enabled the Google Chrome update service via a Windows registry change which allowed the Google Ads Editor installer to complete on the tested Windows 10 machine. The ticket noted the registry key/value was not documented in the record and that installs still failed on the packaging machine and on Windows 11 hosts.

Support calculated and communicated the free‑space requirement (≈12.15 GB) and advised freeing additional storage. When the user could not reclaim enough space, support recommended device replacement via procurement; the user was instructed that replacement required manager approval and a new procurement ticket to be opened.

Support confirmed that Bambu Studio was provisioned only for designated MediaLab iMacs and communicated that deployment restriction to the requester. A technician was assigned and installed Bambu Studio on the designated MediaLab iMac. When users asked about running Bambu Studio on Windows workstations, support explained the provisioning/approval limitation and documented the request (including the user’s need to integrate with 3DS Max/Blender). Ultimaker Cura was offered as an alternative but noted as not fully compatible with Bambu printers. Requests for GPU/video driver updates on the Windows workstation were recorded; those driver requests did not alter the restricted‑deployment outcome and were handled or tracked separately according to standard client management processes.

Automation for Jira either left requests pending with an approver‑waiting status or declined them when metadata was incorrect. In one case the Automation reviewer declined the request because the designated approver was not in the approver team and the cost‑centre entry was wrong; the issue was resolved after the requester obtained manager approval and resubmitted with the correct cost‑centre. In another case a freeware documentation‑software request remained pending with an approver‑waiting comment and was completed once the named approver approved the Application Request; no installation/configuration steps were recorded for that ticket.

Support confirmed JASP and LibreOffice entries existed in the Company Portal and provided instructions to install them from the portal. The missing GPower package had no provisioning record and the ticket was left pending for approval; it was ultimately auto‑closed after 14 days with no user response.

Support confirmed Copilot calendar features required the New Outlook build and that the user was still on Legacy Outlook. The problem was resolved by switching the client to the New Outlook interface; in cases where the "Switch to New Outlook" slider was not present, reinstalling Outlook or installing the latest non‑legacy Outlook build restored the Copilot calendar functionality.

A full production backup was taken with Akeeba Backup Core and the site was restored to a staging environment on Dogado/Plesk where PHP was switched to a modern runtime for testing. On staging, incompatible third‑party extensions and the site template were identified (Akeeba FEF, Easy Profile, FOF 4.x, HttpHeader, JT‑ALDEF, BT Content Slider, DisplayNews, Phoca Download, NFKB2 template) and either updated to Joomla‑4‑compatible releases where available or replaced/removed when no compatible update existed. After removing/replacing incompatible items and confirming functionality on PHP 8.x, the Joomla core upgrade path to 4.x was performed on staging and verified. The production site was then backed up again and the same staged sequence (PHP switch, extension/template updates or replacements, core upgrade) was applied during a maintenance window; the site roll‑forward succeeded and the live site was restored to full functionality with the ability to roll back via the Akeeba backup if needed.

The failure was traced to a server‑side protocol/handshake change after the LIBF server update that required a matching client build. The vendor‑supplied updated e‑test installer (client build aligned with the updated server) was deployed to Staff machines; after installing the updated client the installer established communication and completed successfully. Local permission changes to the installation folders had not resolved the issue because the root cause was the client/server protocol mismatch introduced by the server update.