How to Take a Screenshot for Troubleshooting Purposes

A screenshot is an image of the display on a computer screen. Screenshots help our support team diagnose problems which can be difficult to explain. To capture a screenshot, please follow the steps listed below.

• Microsoft Windows
• macOS
   

Microsoft Windows

1. Access the screen showing the information requested by our Tech Support team, press and release the Print Screen key on your keyboard. You will not see anything happen; however, a screenshot will be saved to the Windows clipboard.

   

   Note: Though the Print Screen key is usually in the upper-right corner of the keyboard, your keyboard may be set up differently than the image above.

2. Hold down the Windows key then press R to open the Run dialog box.
   
   
    
3. Type MSPAINT in the Open field, then click OK. The Microsoft Paint program will open.
   
   
   
    
4. Once Paint opens, click the Paste button in the upper-left corner. The screenshot will be displayed.
   
   
   
   Note: Windows Vista users - click the Edit menu and select Paste.
   
   
    
5. Click the Save button in the upper-left corner to open the save window.
   
   
   
   Note: Windows Vista users - click the File menu and select Save.
   
   
   
    
6. Select the Desktop as the save location, then enter a name for your file in the File name field. Set the Save as type as a JPEG or PNG, and then click the Save button.
   
   
    
7. The file will be saved to your desktop. You can now send the file as an attachment to our tech support team for review. If you require assistance attaching the file(s) to an email, we recommend contacting your email provider for further assistance.
    

macOS

1. On your keyboard, press and release Command-Shift-3. A screenshot is saved as a file to the desktop.
   
2. Send the file as an attachment to our team for review. If you require assistance attaching the file(s) to an email, we recommend contacting your email provider for further assistance.
    

Capturing a screenshot of an active window or menu

1. Press and release Command-Shift-4. Your cursor will change to a crosshair.
   
   
2. Press the spacebar on your keyboard. Your cursor will change to a camera.
3. With the camera cursor showing, mouse-over a window or menu to highlight it then click with your mouse.
   
4. A screenshot of the window or menu will be saved to the desktop.
5. Send the file as an attachment to our team for review. If you require assistance attaching the file(s) to an email, we recommend contacting your email provider for further assistance.
    

Selecting a portion of your screen to capture

1. Press and release Command-Shift-4. Your cursor will change to a crosshair.
   
   
    
2. Click and drag the crosshair to select the portion of the screen you want to save then release.
   
   
3. The portion of the screen you selected will be saved as a file to the desktop.
   
4. Send the file as an attachment to our team for review. If you require assistance attaching the file(s) to an email, we recommend contacting your email provider for further assistance.