Using screenshots or screen-capture video to visually depict an issue makes it easier for the support group to understand the request or issue that you are encountering. 

The following are steps that you can follow when creating screenshots or screen-capture videos.

For screenshot images:

For Mac: 

  1. Press Shift-Command-4. The pointer changes to a crosshair.
  2. Move the crosshair to where you want to start the screenshot, then drag to select an area.
  3. While dragging, you can hold Shift, Option, or Space bar to change the way the selection moves. .When you've selected the area you want, release your mouse or trackpad button. To cancel, press the Esc (Escape) key before you release the button.
  4. Find the screenshot as a .png file on your desktop.
For Windows:

  • On Windows 10,
  1. To capture your entire screen and automatically save the screenshot, tap the Windows Key + PrtScn. Your screen will briefly go dim to indicate that you've just taken a screenshot, and the screenshot will be automatically saved in the Pictures > Screenshots folder
  • On Windows 7:
  1. Open the Snipping Tool. Select the Start button, then type "snipping tool' in the search box, and then select Snipping Tool from the list of results.
  2. In Snipping Tool, select Mode (in older versions, select the arrow next to the New button), choose the kind of snip you want, and then select the area of your screen that you want to capture.
  3. Click on the Save button and in the Save As box, type a file name, location, and type, and then select Save.

For screenshot images and screen capture videos:

You may install a screen capture software. We recommend using Jing for screenshots and video. Please watch this demo video: https://www.youtube.com/watch?v=uj-fQEe06xE.

You can download Jing for free here: https://www.techsmith.com/jing-tool.html