A screen recording can make diagnosing an issue quicker and more efficient, as it provides support-rich, real-time information about what is happening during the issue.
The key components we look for while diagnosing an issue are as follows:
- The Web Browser that you are using
- The URL in use: This can provide information about the action being performed
- The Date/Time you saw the error: This helps us correlate with system logs
- Screenshots of any issues or error messages you receive
- A recording of you reproducing the issue, if possible
Creating a Screen Recording:
There are many tools that allow a user to record their screen. Some depend on the Operating System, and others, like VLC, are platform-independent. If you have an application already installed for this purpose we recommend using that application.
If you do not have an application installed, you can use a full-fledged application like VLC to record your screen. This will require you to install VLC first.
A less burdensome approach is to use a web browser-based screen recorder, such as RecordScreen.io which works similarly to sharing your screen an online conference call, such as Zoom. Here is a brief overview of the process:
- Click the Record! button
- Select the screen or window you want to record and select Start Recording
- Perform the action you want to record (such as recreating an issue you are experiencing)
- Click the Stop Recording button
- Review the video to make sure it contains the issue
- Click the Download Video button to download and save the video
- Upload the video, along with any other information support may need, into the email to Recognize Support.
Additional Information:
The following information is not always necessary and can be complicated. It is generally not required; however, it is usually helpful information. This method requires using the “Developer Tools” in your browser as it can provide additional “debug” information in your video.
You can do this by turning on the Developer Tools within your browser. If you show the Network and Console tabs throughout your screen recording it will likely help us diagnose the issue quicker.
Note: We are not affiliated with nor do we endorse any of the products listed here. Please check with your IT security department to ensure the application you use meets your company’s security requirements.