Sometimes it is hard to describe an issue, or you may even be receiving a specific error message. In any event, screenshots of what you are seeing on your screen will go a long way in helping us to determine what may be causing your issue. Please use the information provided below to take and submit a screenshot (multiple if needed) of the error you are experiencing:
How to Take and Submit a Screenshot
- Make sure that the issue/error is visible on your monitor
- Press the 'Print Screen' key (usually found above the arrow keys on your keyboard*
*If the 'Print Screen' key is opening up the Snipping Tool instead of taking a screenshot, please click HERE to navigate to a page with instructions on how to stop it from opening the Snipping Tool, and change it back to taking screenshots.
Once you have taken your screenshot, you will need to open it up using a program called Paint. Its location can vary depending on which version of Windows you are using, so if you don't know where it is, you should be able to use the search bar or magnifying glass and type in 'paint' to locate it.
After locating the Paint program, you need to paste the screenshot you just took and save it to your computer so you can add it to your ticket. Instructions on how to do so are below:
- Open the Paint program.
- Press CTRL + V to paste the screenshot into Paint.
- To save the screenshot, depending on what version of Paint you have, you need to click on File or the blue button next to Home in the upper left of the screen, then Save As Select a folder to save your screenshot in/
- It is recommended to save it to your desktop for easy access. Name the file whatever you like to help you identify it later, and be sure to save it as a JPEG to keep the file size small/
Once you have your screenshot(s), update your existing ticket, create a new ticket if you don't already have one, or attach it to your email (if you are responding by email).
Click HERE to submit a ticket to Customer Support.