To better understand what you may be seeing/experiencing, we may ask you to take a screenshot and attach it to your support ticket. Many recent computers and phones/tablets offer this capability by default if you know the steps or button combinations to capture a screenshot. While there may be various methods to capture screenshots, we have detailed the most common steps below for you.

You can also record your computer or phone/tablet screen if a video could better convey your issue.

Please be aware of any sensitive information that may be unintentionally screenshotted.

Table of Contents

• Screenshots in Windows 11
  • Snipping Tool App
  • While Using Another App
• Screenshots in Windows 10
  • Snipping Tool
  • Snip & Sketch Tool
• Screenshot on a Mac
• Screenshots from Mobile Devices
  • Android
  • Apple

Screenshots in Windows 11

The 'Snipping Tool' in Windows 11 allows you to capture screenshots and record your screen. You can access the snipping tool in two ways.

Snipping Tool App

You can open the "Snipping Tool" app from the 'Start Menu'. This allows you to set a timer before a screenshot is capture.

1. Open your Start menu and type "Snipping Tool" in the search bar to find the app and open it.

   

2. You will see the following window for the tool.

   

   To use the tool:

   1. Specify the mode of screenshot (Rectangle, Window, Full Screen, or Freeform)

      

   2. Depending on the type of mode, you can set up a timer before the screenshot is taken (3, 5, or 10 seconds).
   3. Click New.
   4. Once the screenshot is captured and appears in the Snipping Tool window, go to File and click Save As...
   5. Give it a name, choose a save location, then click Save.
3. Attach the screenshot to the ticket for our support team.

While Using Another App

While working in a window, you can press a keyboard combination to open the "Snipping Tool" and take a screenshot.

1. While using your web browser or app, press the Windows key + Left Shift Key +  S  at the same time.
2. The 'Snipping Tool' should open towards the top of the screen.

   

3. Specify the screenshot mode you want to use.

   

4. If using Rectangle, Window, or Freeform, you can specify what you want to capture a screenshot of. Full screen will take a screenshot of whatever is on the screen.
5. The "Snipping Tool" window will open for you to save your screenshot. Attach the screenshot to the ticket for our support team.

Screenshots in Windows 10

Snipping Tool

Recent versions of Windows come preloaded with a free tool dedicated to taking screenshots called the 'Snipping Tool'.

1. Open your Start menu and type "Snipping Tool" in the search bar to find the app and open it.

   

2. You will see the following toolbar when the tool is open.

   

   To use the tool:

   1. Click New.
   2. You will see the screen fade; click and drag the mouse over the area you want to capture
   3. Once the screenshot is captured and appears in the Snipping Tool window, go to File and click Save As...
   4. Give it a name, choose a save location, then click Save.

   

3. Attach the screenshot to the ticket for our support team.

Snip & Sketch Tool

Windows 10 offers the "Snip & Sketch" app to assist with taking screenshots.

1. Open your Start menu and type "Snip & Sketch" in the search bar to find the app and open it.

   

2. The "Snip & Sketch" window should open like below.

   

   To use Snip & Sketch:
   1. Click New in the upper left corner.
   2. The following menu should open towards the top of the screen. Select the desired screenshot method. 

      

      • Rectangle Marque Selection - Click and drag mode that selects in the shape of rectangles.
      • Free Form Selection - Click and drag to freely trace an area.
      • Window Snip - Click an open program window to capture.
      • Fullscreen Snip - Capture fullscreen, will capture all displays if using more than one.

   

3. After capturing screenshots with Snip & Sketch, the screenshot will appear in the Snip & Sketch window so you can edit and save the screenshot.
   • The screenshot will also be saved to your clipboard; simply paste it into the email reply to attach by right-clicking and selecting Paste or pressing CTRL+V with your keyboard.

Taking Screenshots on a Mac

Macs also come equipped with their own screenshot apps and commands,

1. Press Shift+Command+5 on your keyboard to see the onscreen capture controls. (Shift+Command+4 on older versions)
2. Select the type of screenshot you want:
   • Full Screen
   • Select Windows
   • Select portion of screen
3. Click Capture to save the screenshot to your desktop.
4. Attach the screenshot to the ticket for our support team.

Taking Screenshots on Mobile Devices

Android and iOS devices have built-in screen capture shortcuts mapped to certain button combinations.

You can also record your screen if you need to capture something difficult to convey with screenshots.

Android

As the steps for capturing a screenshot on Android may differ between manufacturers, we have provided the most common steps below. If the following steps are not viable, you may need to search for resources relevant to your device through a search engine such as Google.

• Press and release the Power and Volume Down buttons simultaneously.

   

• Hold down the Power button to show a menu and use the 'Screenshot' option, if available.

  

After taking your screenshot, a notification should appear for you to view, share, or delete the screenshot. You can also view your screenshots from the 'Gallery' or 'Photos' app.

Apple

Apple devices feature built-in screen capture functionality with a particular button combination.

• If using an iOS device with Face ID, press and release the side button and volume up button simultaneously.

  

• If using an iOS device with a Touch ID/Home button, press and release the side/top button and the home button simultaneously.

  

The screenshot will be saved to your photo gallery. After taking the screenshot, a screenshot thumbnail will appear towards the bottom left to share, edit, or delete it immediately.