Providing clear screenshots or videos can significantly speed up the resolution of your support request. Visual aids help support teams understand the issue more accurately, allowing them to offer targeted solutions.
This article will guide you through the steps to capture and share screenshots or videos effectively, ensuring your support request is handled efficiently.
You can stake screenshots by using the native screenshot application on your system.
Screenshot and Screen recording on Windows
Capture the fullscreen
Press Print Screen/PrtScrn or press Alt + Print Screen/PrtScrn (different for each PC)
Click Start
Open Paint. (Search for Paint if you can’t find it from your Start menu)
Click File
Click New to open a new page
Click on Paste on the new page or press CTRL + V (to paste the screenshot into Paint)
Click on File
Click on Save As
Name the new file, select where you want it to be saved on your computer, and click Save
Capture part of the screen
Click Start
Click the Snipping Tool. (use the Search and Search for Snipping Tool if you can’t find it)
In the Snipping Tool, select New
The cursor will then change to a crosshair pointer
Move the crosshair to where you want to capture
Click and drag to select an area
When you have selected the area you need, release your Mouse or Trackpad
Click on File
Click on Save As
Name the new file, select where you want it to be saved on your computer, and click Save
Video Screen recording
Xbox Game Bar is built into Windows 11 and Windows 10 and lets you make a video screen recording of one application at a time.
Press the Windows Key + Alt + R together
A recording widget will appear in the corner of your screen to start recording
Turn on or off your microphone for your audio preferences
You can stop recording your screen by holding the Windows Key + Alt + R simultaneously or pressing the Stop button in the recording widget
You will usually find the recording in your Videos/Captures folder from File Explorer
Note: Xbox Game Bar won’t be able to record your Windows desktop or File Explorer. You may need to download a third-party application to your desktop to do this.
Screenshot and Screen recordings on a Mac
Capture the fullscreen
Press Command + Shift + 3 (all at the same time) will capture the entire screen
You should see the screen flash or change before it goes back to normal
The screenshot usually gets saved to the Mac desktop
Capture part of the screen
Pressing the Command + Shift + 5 keys (all at the same time) will bring up the screen-capture window, which allows you to capture different parts of the screen or a particular window
The cursor will then change to a crosshair pointer
Move the crosshair to where you want to capture
Click and drag to select an area
To adjust an area, hold Shift + Option while you drag
When you have selected the area you need, release your Mouse or Trackpad
You should see the screen flash or change before it goes back to normal
The screenshot usually gets saved to the Mac desktop
Video Screen recording
Pressing Command + Shift + 5 keys (all at the same time) will bring up the screen-capture window. Next, there are screen capture options, such as Record the entire screen or Record a portion of the screen. These options appear with an icon in the bottom right corner that looks like a big dot with a thin circle on the outside
Select the screen recording option you need and click Record
Stop recording by clicking on the Stop Recording button in the menu
The recording usually gets saved to the Mac desktop
Pro Tips:
You can use third-party apps, such as Lightshot (free) or Clean Shot X (paid), which offers options for screenshots.
For Video recordings, you can also use the Loom (which offers for free a 5-minute video recording)
Screenshot and Screen recordings on Mobile
Capture the fullscreen on iPhone/iPad
Hold down the Power button on the right of the device (the top button on an iPad) and the Volume Up button at the same time
If your sound is on, you will hear a camera shutter and see a flash on the screen when you take a screenshot
Tap on the screenshot preview that appears in the bottom left corner of your screen, then tap Done
Select where you would like to save your screenshot:
Save to Photos – the screenshot will appear in your camera roll and in the Screenshots album of your Photos app
Save to Files – the screenshot can be saved to your iCloud account
Video Screen recording on iPhone/iPad
Check your Control Centre settings in your Settings app to make sure the Screen recording function is selected as an option
Open your Control Centre from the pull-down menu and tap on the grey Record icon. This icon looks like a big dot with a thin circle on the outside. Once tapped, a three-second countdown will start
Swipe up to exit from the Control Centre and start recording your screen
Stop recording your screen by opening the Control Centre from the pull-down menu and tapping on the Record icon, which will now be red. You can also tap the red bar with the recording time at the top of your screen to stop recording
The recording will be saved in the camera roll in your Photos app
Capture the fullscreen on Android devices
Notes:
The screenshot is usually saved in the same place as all other photos you take. However, many different devices use Google’s Android operating system, so there are different ways to take screenshots.
On most Android devices, you should be able to take screenshots by holding down the Power and Volume Down buttons. Some devices also have a screenshot button in the pull-down menu.
Press and hold the Power button and the Volume Down button (at the same time) for 1 to 2 seconds to take the screenshot
You should see the screen flash or change before it goes back to normal
At the bottom left, you will find a preview of your screenshot
Video Screen recording on Android devices
Access your Quick settings from the pull-down menu
Add the Screen Recorder function by clicking on the pencil icon in the bottom left corner, then tap and drag the Screen Recorder icon into your Quick settings
Tap the Screen recorder icon and then tap the Start button to start recording your screen
Stop recording your screen by swiping down from the top of your screen to find the Screen recorder notification bar and select Tap to stop
The recording is stored in your default camera roll – usually Google Photos