Knowledgebase: General Support
GENERAL - How to Take a Screenshot/Send Information to Technical Support for Troubleshooting
Posted by Nick Palermo on 14 May 2009 10:29 AM

Environment

Windows, Mac OS X


Purpose

The purpose of this article is to provide instructions on how to take a screenshot to send to technical support for troubleshooting.


How-to Guide

Occasionally, CTDLC Technical Support will request that users attach a screenshot or other information gathered from their machine into their response. Here are a couple methods of getting information from your Windows-based machine into an email for tech support to review.

There are two primary ways that you can send information from your machine to tech support: either as text or as an image that you take of your desktop (a "screenshot"). If the information is presented in textual format, such as the information presented on most webpages, then it will probably be simpler to attach the information as text (copy/paste). However, some information may be presented graphically, in which case it is easier to take a screenshot and attach the image to your email reply. Don't worry too much about formatting or how it looks. As long as the message is readable, we can usually interpret the information that we need.

To capture graphical information on your screen in:

Microsoft Windows

  1. Press the “Print Screen” button (this button is usually located above the “Insert” key on a standard keyboard) 
  2. Open Microsoft Paint:
    • Click Start> Run…
    • Type “mspaint” in the “Open:” box, and click OK
  3. From Microsoft Paint:
    • Click “Edit”> “Paste” (make sure your screenshot appears in the window)
    • Click “File”> “Save As…”
    • Save your screenshot to a location where you can find it, such as the desktop. If the option is available, select “JPEG” from the “Save as type” drop-down menu
    • Give your file a name using only alphanumeric characters, and click “Save” 

*Alternatively, you can use the Snipping Tool that's included in Microsoft Vista (and later) operating systems. To access the Snipping Tool:

  • Go to Start> All Programs> Accessories> Snipping Tool
  • The Snipping Tool window appears and your desktop background will look "faded". To create a new "snip":
    • Hold left-click and drag your mouse over the area of the screen you want to capture (e.g. the error message).
    • Click File> Save As... to save the file as the default ".PNG" format somewhere on your computer (the Desktop is the recommended location).

When you are finished composing your email to tech support, attach the screenshot you saved (please refer to email software documentation for information on attaching files).

Mac OS X

  1. Press Command+Shift+4
  2. Press the Space Bar
  3. Click the window from which you would like to take a screenshot
  4. A file named "image x" will be placed on your desktop

When you are finished composing your email to tech support, attach the screenshot you saved (please refer to email software documentation for information on attaching files).


Update History

06/17/2015 – Updated formatting and information
05/14/2009 – Article Created


Help Desk Software by Kayako Fusion