When contacting our support team for assistance with an issue, there may be instances where we request a screenshot or screen recording. These visual aids allow us to better understand the issue you're experiencing and help us troubleshoot more effectively.
This article provides instructions for capturing screenshots and screen recordings on both Windows and Mac. If video recording is necessary, we recommend using Loom, a simple and efficient tool for recording your screen.
Why We Might Request Screenshots or Recordings
Visual Clarity: Sometimes, text descriptions alone may not be enough to diagnose an issue. A visual reference can highlight error messages, unexpected behavior, or UI glitches.
Quicker Troubleshooting: Providing a screenshot or recording can speed up the troubleshooting process by helping us see the problem in real-time.
How to Take a Screenshot
On Windows
Using Snipping Tool:
Open the Start Menu, type Snipping Tool, and select it.
Click New and drag your cursor to select the area you want to capture.
Save the screenshot by clicking File > Save As.
On Mac
To Capture the Entire Screen:
Press Command + Shift + 3.
The screenshot will be saved to your desktop.
To Capture a Specific Area:
Press Command + Shift + 4.
Drag the crosshair to select the area you wish to capture.
The screenshot will automatically save to your desktop.
To Capture a Window:
Press Command + Shift + 4, then press Spacebar.
Click the window you want to capture, and the screenshot will be saved to your desktop.
How to Record Your Screen
On Windows
Using Loom:
Visit Loom’s official website and download the app.
Once installed, open the app and sign in or create an account.
Click Start Recording to capture your screen, voice, and camera (if desired).
After recording, Loom provides a shareable link you can send to support.
More detailed instructions can be found on the official Loom documentation:
Using Xbox Game Bar (Windows 10 and later):
Press Windows + G to open the Game Bar.
Click the Record button (or press Windows + Alt + R) to start recording.
The recording will be saved in your Videos folder under Captures.
On Mac
Using Loom:
Download Loom from Loom’s website.
After installing, sign in and click Start Recording.
Once finished, Loom provides a shareable link for easy sharing.
Using Mac's Built-in Tool (macOS Mojave and later):
Press Command + Shift + 5 to open the screenshot and recording toolbar.
Select Record Entire Screen or Record Selected Portion, then click Record.
When done, click the Stop Recording button in the menu bar.
The video will be saved on your desktop.
Why Loom?
We recommend Loom for screen recording because it’s simple, efficient, and allows you to quickly share the recording with us via a link. This avoids the hassle of attaching large video files to emails. You can record your entire screen, specific applications, and even include audio and webcam if needed.
Conclusion
Providing screenshots or screen recordings when requested can significantly speed up the troubleshooting process and allow our support team to better assist you. If you're unfamiliar with how to capture your screen, the instructions above will guide you through the process. Should you need further assistance, don’t hesitate to reach out!