Sometimes it's helpful to have customers send us screenshots and videos so that we can better assist with troubleshooting and gain a better understanding of what you see on the screen.

To send our support team screenshots or recordings of issues, please follow the below steps:

Windows Users

Step 1: Start the recording

On your Windows keyboard, press windows + alt + r to start recording immediately

Step 2: Stop the recording

On your Windows keyboard, press windows + alt + r to stop recording immediately
The recording will be stored under Videos in a folder called Captures as an mp4 file.

Step 3: Attach screen recording

Simply attach the video as an attachment in the reply and it will send to the support agent

For more information please use the following link https://support.microsoft.com/en-us/windows/use-a-screen-reader-to-record-your-screen-with-xbox-game-bar-5328cd25-9046-4472-8a14-c485f138802c#:~:text=Press%20the%20Windows%20logo%20key%2BAlt%2BR,to%20start%20recording%20a%20clip.

Mac Users

Step 1: Open screenshot and display tools

On your Mac keyboard, press Shift-Command-5 (or use Launchpad) to open Screenshot and display the tools.

Step 2: Choose tool

Click a tool to use to select what you want to capture or record (or use the Touch Bar).
For a portion of the screen, drag the frame to reposition it or drag its edges to adjust the size of the area you want to capture or record.

Step 3: Start the recording

Click Record.

Step 3: Stop the recording

To stop recording, click the Stop Recording button in the menu bar
Screen recordings are saved as .mov files beginning with “Screen Recording” and include the date and time.

Step 3: Attach screen recording

Simply attach the video as an attachment in the reply and it will send to the support agent

For more information please use the following link https://support.apple.com/en-nz/guide/mac-help/mh26782/mac

iOS Users

Step 1: Add screen recorder to control center

Go to Settings > Control Center, then tap the Insert Screen Recording button next to Screen Recording.

Step 2: Start the recording

Open Control Center, tap the Screen Recording button, then wait for the three-second countdown.

Step 3: Stop the recording

To stop recording, open Control Center, tap the Selected Screen Recording button or the red status bar at the top of the screen, then tap Stop.
The recording will be saved to photos.

For more information please use the following link https://support.apple.com/en-nz/guide/mac-help/mh26782/mac

Android Users

Step 1: Open screen recording tool

Swipe down twice from the top of your screen

Step 2: Start the recording

Tap Screen record and then press start

Step 3: Stop the recording

To stop recording, swipe down from the top of the screen and tap the Screen recorder notification
The recording will be saved to your photos app

Screen recording on android may depend on the phone and version so if the above method please visit the following link for more information
https://support.google.com/android/answer/9075928?hl=en

FAQ

None of the above methods work for me, what do I do?

If the above methods do not work for you then simply sign up for a free account on Vidyard and where you can screen record the issue and send us a shareable link.
- https://auth.vidyard.com/signup?rid=SiJ1E4WvsfQh4A