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How do I capture a screenshot to send to the Help Desk Team?

When contacting the Learn on Demand Systems Help Desk Team, it is often helpful, and in some cases required, for you to send us a screenshot to show what kind of difficulty you are having. Capturing the right information can help us help you more effectively. Use the following information and screenshot examples as a guide for capturing and submitting your error messages or other issues that you might be having.

First, use the Windows-based screenshot tools to capture what you need. On some Windows editions (Vista and newer) you can use something called the “snipping tool.” To open the Snipping Tool, click the Start button, and under All Programs (or Apps) > Accessories, click Snipping Tool. Once the snipping tool is open, you can select New, which will turn your whole display (or multiple displays if you have them) a shaded grey-white. To manually select how much of your screen you want to capture, click and drag.  Alternatively, you can click on the dropdown next to New and select Window Snip, and then specify which window you want to capture. Once you have captured the snip, make sure to save it so that you can send it to the Help Desk.

If you use the Print Screen (PrtScn) button on your keyboard, it will capture a full screen image of whatever monitor you are currently on. This key is near the upper-right corner of your keyboard. (Depending on the type of keyboard you have, the exact key names on your keyboard may vary slightly.) Follow these instructions to immediately create a file from the capture to send to the Help Desk:

  1. Click Start, click Accessories, and then click Paint. (or WordPad, etc.)
  2. In the Paint window, click Edit, and then click Paste.
  3. When the image appears in the Paint window, click File, and then click Save As.
  4. In the Save As dialog box, in the File name box, type a name for the screen shot, and then click Save.

If you aren’t using a Microsoft Windows operating system, please refer to your system’s documentation on the best tools to capture a screenshot.

Make sure to capture as much of the screen as you can to display the problem. The following are 3 different screenshots of the same error:

  1. Not very helpful:

     
  2. Whole window - helps us understand where you are getting the error and other helpful information such as the browser you are using:
  3. Full screen - shows us the OS, the Web Browser and may help us identify your problem more quickly and effectively:


Once you have the correct screenshot(s), you need to attach them to your emails to our Help Desk (mailto:support@learnondemandsystems.com) or to the ticket you create by visiting our support site here: https://learnondemand.zendesk.com/hc/en-us/requests/new. When submitting a ticket, at the bottom of the form, there is a place to include any screenshot(s) that you have taken as attachments.

Please let us know if this article was helpful. Your feedback is important. We would appreciate any comments you can provide us that will help ensure we are answering your questions and meeting your needs.

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