Recording a Problem

Occasionally a member of our support or development teams may ask that you send over a recording of a problem you're encountering so we can better understand the issue and find a solution for you. You may already have a preferred method of recording your screen, and if so, you're welcome to use that to share the video with us. 

If you're not sure how to record a video of your screen, there are a number of options to choose from.

This article explains the process for Mac OS, Windows, Linux, Android, and iOS devices. 

You can also choose to use a free online service to record a video, such as Screencast-o-Matic or Apowersoft's free recorder. These are both pretty straightforward to use, but note that you will need to download a launcher application the first time you use either service. This is necessary in order to record the video, and once you've installed the launcher you'll be able to start recording using the application provided by the service you're using.

If you opt to use Screencast-o-Matic, you may want to set up an account with them before starting - that will allow you to upload the video directly to your account and share it with us via a link. 

When you're finished, don't forget to reply back to the support team to let them know you've created a video. If it's not a very large file, you can even attach it directly to your support ticket when you respond.

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