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Completing a support request through a screen grab, a clip from the JS console, etc.
This guide explains how to provide useful details when you are completing a support request in order to get help.
Making a screen grab
Microsoft offers a preinstalled software dedicated to screen grabs. But to do them manually:
- Display what you want/need to send on the screen
- Press PRINTSCREEN on your keyboard (or PRTSCR, etc.) once
- In Microsoft Word (or similar), go to "Edit" -> "Paste" to put your image on the page
- "Save" your file
- Start the operation again from point 1 to point 5 as many times as the number of screen grabs you need
Mac OS X
- Press "cmd" + "caps/shift" (the empty arrow pointing upwards) +"3" at the same time
- Each time you press these keys, an image file is created on your computer's desktop
Apple iOS (iPhone, iPad...)
- Press the "Power" + "Home" buttons at the same time (the only two physical buttons)
- You will then find the screengrabs in your device's "Photos" app
Google Android (e.g. Samsung, LG or Sony)
- Press the volume down (on the side) and the locking button at the same time
- The image captured is then automatically saved in a Screenshots folder in the
gallery. To copy-paste an error message present in a Windows popup in text form, simply hit "CTRL" + "C" on your keyboard to copy the message onto the clipboard... You can then paste it ("CTRL" + "V") in the body of the email you are sending.
browser Chrome, Firefox and Safari: enter the combination ctrl + caps + I
Internet Explorer and Edge: hit F12
Mac OS X
Chrome: enter the combination ⌘ + ⌥ + J
Safari: enter ⌘ + ⌥ + C
Then click on the round crossed out icon to set the log back to zero.