How to take a screenshot that helps IT fix the problem

Taking a screenshot

Windows

• Windows key + Shift + S lets you select part of the screen. The image is copied, ready to paste.
• Print Screen (PrtSc) captures the whole screen.
• The Snipping Tool app gives more options, including a delay so you can open a menu first.

Mac

• ⌘ + Shift + 4 lets you select part of the screen.
• ⌘ + Shift + 3 captures the whole screen.
• ⌘ + Shift + 5 opens more options, including screen recording.

Phones

• iPhone: press the side button and volume up together.
• Android: usually power and volume down together.

What makes a good screenshot

• The whole error message, including any code or number.
• The program and window it came from, so IT can see where you were.
• The time, if the clock is visible.
• Nothing private you do not need to share. Crop out unrelated email or personal information.

What to add in words

• What you were trying to do
• When it started and whether it happens every time
• Whether anyone else has the same problem
• Anything that changed recently, such as an update or a new device

Paste the screenshot into your support request, or attach it, along with those details.