Knowledge base

1000 FAQs, 500 tutorials and explanatory videos. Here, there are only solutions!

Knowledge base Completing a support request through a screen grab, a clip from the JS console, etc.

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

Windows

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

Popup Windows

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.