Writing an effective Apple Support Communities question
The purpose of this User Tip is to help you write a question that will draw out the best volunteers on this site — experienced users who can help solve your problem competently and quickly. Presumably, that's what brought you to this site, and to this User Tip.
First, it's important to understand that Apple Support Communities is primarily a user-to-user technical support resource in which Apple participates only in a very limited manner (as explained later). None of your fellow Apple users contributing to this site represent Apple in any way.
Authorized Apple technical support is available through AppleCare representatives, Apple Retail Store associates, or Authorized Apple Service Providers. None of them participate on this site. To obtain support directly from Apple, start with the Support link at the bottom of this web page.
The volunteers that participate on this site are Apple product users just like you. They do so of their own volition, and for reasons known only to them, but the vast majority of its participants want nothing more than to help solve problems simply because they enjoy it. No monetary gain or other incentives are permitted, or tolerated.
Step 0: Search for an answer
Most of the time, perusing this site will reveal many questions similar to yours. Nothing can be easier than having a question answered without even having to ask it. This site's opening page contains a prominent "Search" field. Type your question in there, and you are likely to find many relevant Discussions that have already been answered:
Caveat: Beware that this support site does not sort answers chronologically by default. Check the date of the particular answer you find. If it's anything more than a few weeks old, its shelf life should be considered expired. If your initial search results reveal Discussions that have been inactive for ages, it's almost certain to be totally irrelevant. Keep searching. Available search options include sorting by date or relevance. Try both.
Don't overlook the Help menu present in nearly all Mac apps either.
If you still can't find an answer to your question, read on.
Step 1: Ask your question
Navigate to the appropriate hardware or software section that you think is most relevant to your concern. For example, Mac which includes subcategories for all of their varieties. iPhone and iPad have their own dedicated areas. If you believe your question is related the operating system it uses, an example is macOS Sonoma. Questions and answers regarding Apple products and services such as iCloud or Apple ID can be found in those categories. If you are not certain in which category your question belongs though, that's OK. Just make your best guess.
Ask your own question. Click the Ask the Community link. Don't tack a new question on to someone else's. No two Macs remain completely identical after they leave the factory, so it's very likely your problem is quite different than that described in the original post, even if your symptoms are exactly the same.
Tacking on "me too" replies to someone else's question will distract others from addressing the originator's concern, and generally causes confusion. It's analogous to barging into a physician's examining room while another patient is being treated, and saying "hey, I've got the same problem!" If you really are experiencing the exact same problem, just subscribe to that thread by clicking the little "bell" icon immediately below the original post:
Clicking that icon changes it to a solid color. That is sufficient to receive email alerts whenever someone replies to that Discussion. You can wait for those replies, but it's better to ask your own question in a brand new post so that you can receive the individual attention you deserve. This is the best way to receive timely, relevant, and accurate replies to your question.
- If you are not getting those email alerts, check your profile information by clicking your avatar at the top of these pages. Messages from Apple allows you to choose the communications you would like to receive.
Compose your question as coherently as you can. If English isn't your preferred language, that's OK. This is a worldwide site, and writing a well-composed question in a language that fewer people may understand is infinitely better than writing an incoherent one that no one understands.
Apple Support Communities also offers the following language-specific sites:
Apple Support Communities - Chinese
Apple Support Communities - French
Apple Support Communities - German
Apple Support Communities - Japanese
Apple Support Communities - Korean
Apple Support Communities - Portuguese
Apple Support Communities - Spanish
Describe the problem you're experiencing and what you did to fix it. If your Apple product is not performing as you expect it should, describe what happens and when. For example, if web pages are loading slowly or not at all, but otherwise your Mac is running fine, say so. If your iPod seems possessed by evil spirits, describe when it occurred and the specific actions you have taken so far to fix it. The idea is to correlate your product's behavior with the actions that appear to be causing unacceptable performance.
It's best to describe the symptoms of a problem and your observations than to prematurely assume the underlying cause. Experienced users will consider those symptoms in light of the way you use your Mac. If you did something dumb and you know it, that's OK. Describe what you did and we'll try to undo the damage. Saying "I've tried everything" is understandable, but not helpful. We know you're frustrated already, but unless you provide those details no one will know what you did. Your thorough description of the problem and what you did to fix it will elicit appropriate follow-up questions that are intended to result in the solutions you seek. Additional follow-up questions are often required, so be patient.
You may often see similar or identical follow-up questions posted by different people at different times. That's ok, since group participation and additional questions often lead to the answer you need.
Screenshots are often much better than describing in words what you see on your screen. To include a screenshot with your post please read the Appendix below.
Please make sure your question adheres to the Apple Support Communities Use Agreement.
Step 2: Provide specific details
It's important for others to know which Mac model you are using. There are literally hundreds of different model Macs. To identify your specific model, go to your (Apple) menu, and select About This Mac. An example is MacBook Pro (16-inch, 2023).
It's important to include your macOS or iOS version. Its version appears beneath the big, bold macOS text in About This Mac. An example is Version 12.1. For iOS devices, tap Settings > General > About. Scroll down and read the number next to Version.
The answers to the above questions can be found in System Information. Including that information in your question is very helpful. Choosing the device and / or service from the choices that appear when composing it will post your question in the appropriate place.
Just as there are many Mac models with many major macOS versions, there are many software versions. If your question relates to using a particular software product, please include the name of that product and its version number. That information can generally be found by clicking the application's name in your Mac's menu bar, adjacent to the (Apple) menu, and finding its Version in that window. To cite one example, click the Safari menu and choose About Safari.
Step 3: Follow up
Replying to others: In an in-person meeting or group, whomever you're speaking to is usually obvious. It's a lot less obvious in an Internet forum such as this one. If you intend to reply to one person's post, using the Reply button at the bottom of that post helps make it clear that you are responding to that particular person. Doing that helps prevent misunderstandings among those trying to help you. If you want to reply to several people, or no one in particular, replying to yourself is OK. But, just like starting a sentence with a conjunction, strict adherence to any particular protocol is optional. Most of this site's most helpful contributors understand the limitations of this very limited communications medium, and do their best to work within it.
If your question has been answered, say so. Helpers love reports of success, and positive feedback encourages more participation. Marking helpful answers with an upvote helps others with similar questions solve their problems right at Step 0 above. Bear in mind correct answers are not always what you would like to hear, but that does not mean they are incorrect or unhelpful.
If your question has not been answered, be patient. Wait a sufficient amount of time for others to respond. A few minutes isn't enough. Wait at least a few hours, maybe even a day. Don't be tempted to "bump" your own post, and don't post an identical question right away. Though that will cause your question to float to the top of recent posts, questions with zero responses are easier to find and will almost always generate more interest.
If you eventually decide your question has become lost in a bunch of irrelevant and distracting replies accumulated over a long period of time, just post a new one. Consider replying to yourself with something like "closed but not solved" in the original Discussion to let others know you still need help. After creating that new question, including a link to it in that reply will help others following your original question know the steps you already took toward a solution.
Appendix
Screenshots (Mac):
To take a screenshot hold ⌘ Shift 4 to create a selection crosshair. Click and hold while you drag the crosshair over the area you wish to capture and then release the mouse or trackpad. You will hear a "camera shutter" sound. This will deposit a screenshot named "Screen Shot..." followed by a date and time on your Desktop.
- If that key combination is not working for you: (Apple menu) > System Preferences (or Settings) > Keyboard > Shortcuts > Screen Shots > Restore Defaults.
When you post your response, click the "Image" icon below the text field:
This will display a dialog box which enables you to select the screenshot file (remember it's on your Desktop) and click the Choose button.
If you are not using full screen mode or if a thumbnail image appears, you can simply drag the image into the text entry field.
⌘ Shift 4 then pressing the space bar then click captures only the window beneath your cursor (which changes to a "camera" icon).
⌘ Shift 3 captures the entire screen.
Don't capture or post any information you consider personal. To edit an existing screenshot, please read How to edit a screenshot.
You can drag the screenshot to the Trash after you post your reply.
Screenshots (iPhone / iPad / iPod):
Refer to Take a screenshot on your iPhone, which includes links for iPads and iPods. A thumbnail of the screenshot will appear, which you can edit (if desired) and save using its Share button. When posting your question, tap the "camera" icon in the text entry field and select the screenshot you wish to include.
Determining Apple product information:
Your product profile appears at the end of your post, if you choose. Lacking any other information, what appears there is all anyone knows about your Apple products. Available choices arise from your Apple ID Account Page but if the product you're asking about doesn't appear, please include it in your question.
To determine your Mac's model description, go to the (Apple) menu and select About This Mac. Its macOS Version, Processor, and Memory details are often helpful details to include in your question.
Clicking the System Report... button opens the System Information app that shows your particular Mac's Model Identifier at the top of its window. An example is Mac14,6. If System Profiler opens instead, clicking Hardware Overview will show its Model Identifier.
ICYMI:
Learn, share, and get recognized provides an overall summary for participating in the Community.
For Developers:
Quinn's Top Ten DevForums Tips
For Postgraduate Study:
How To Ask Questions The Smart Way
Conclusion
Thank you! We look forward to helping you with your Apple products and services, and for helping make this site the valuable resource it is.
