Tuesday Tip: Help our support with screencaptures

When sending in support tickets, it is often very useful to attach screencaptures for us to look at. Sometimes the words you use aren’t the words we’d use and the real issue can be unclear. A screencapture is indeed worth 1,000 words, in many cases.

To make a full-screen screenshot on macOS press Command-Shift-3. On iOS press the Lock and Home buttons simultaneously; on the iPhone X hold the side button, then press the Volume Up button. To capture a screen movie you can use the QuickTime Player on the Mac; on iOS 11 add the Screen Recording widget to the Control Center.

Sometimes, however, we get screenshots that are cropped or have information redacted that could have hold the one clue that would have helped us identify the problem. Very often it’s these details that help us find a solution much faster.

We wholeheartedly agree that your private data stays your private data. Actually, our software is built around this principle! So when you send a screencapture be assued that whatever we see there is confidential with us and never leaves our circle.

It’s also helpful when you make sure that you send the full resolution version ​(in Apple Mail, it’s marked as ​Actual Size ​in the composition window​). A full capture that’s resized too small when emailed will do us even less good if we can’t see the details in it.

Leave a Reply

Note: Blog comments are for commenting on a post. They are unsuitable for proper customer support, honestly. Please consider writing to our support team instead.