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FAQ: Capturing Effective Screenshots

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In order to get a better understanding of what you may be seeing, a Product Support Specialist may ask you to take a screenshot and send it to them. There are many ways to accomplish, but to provide the most useful screenshot, you can follow the guide below.

Taking Screenshots in Windows

Using the Snipping Tool

Windows comes loaded with a free non-subscription based tool dedicated to taking screenshots called the Snipping Tool.

To select it, go the start menu in the lower left corner. Start typing in "Snipping Tool," it will appear in the app list.


Once the tool opens, you will see the following toolbar.


To use:

  1. Click "New"
  2. You will see the screen fade; click and drag the mouse over the area you want to capture
  3. Once it captures and opens in the editor, select File>Save As...
  4. Give it a name and choose a save location, then click save


Using the Snip & Sketch Tool

In certain version of Windows 10, a new tool, Snip & Sketch, to assist with screenshots. Like using the Snipping Tool, you can access Snip & Sketch by going to the Start Menu and typing in "snip."


Once the app is open, click "New" the upper left corner to begin capturing a screenshot. Snip & Sketch offers different ways to capture screenshots.


  1. Rectangle Marque Selection - Click and drag mode that selects in the shape of rectangles
  2. Free Form Selection - Click and drag to freely trace an area
  3. Window Snip - Click an open program window to capture
  4. Fullscreen Snip - Capture fullscreen, will capture all displays if using more than one


Captures from Snip & Sketch are saved to your clipboard; simply paste into the email reply to attach by Right-Clicking and selecting Paste or pressing CTRL+V.

Taking Screenshots on a Mac

Macs also come equipped with their own screenshot apps and commands,

  • Press Shift+Command+5 on your keyboard to see the onscreen capture controls. (Shift+Command+4 on older machines)
  • Select the type of screenshot you want:
    • Full Screen
    • Select Windows
    • Select portion of screen
  • Click Capture to save the screenshot to your desktop.


Taking Screenshots from Mobile Devices

Using Android Devices

Android mobile devices have built screen capture shorts mapped to certain button combos. On more recent versions of Android, you can hold down the Power button and choose the screenshot icon. Otherwise, holding the Power+Volume Down. Both methods save the screenshot as picture. You can then save, send, and manipulate it like any other photo gallery image.

Using Apple Devices

Like Android, Apple devices feature built in screen capture functionality. Pressing the Lock+Home 
keys will take a snapshot of the screen and save to the photo gallery. You will also here a camera shutter noise if the device sounds is on.

With iPhones, you can tap the thumbnail created when taking a screenshot to immediately share it, edit it, or delete it.

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