Our support team has no way to access your computer remotely. Our team is unable to see or control what is on your screen. When possible it’s helpful to include a screenshot or screen recording in your help request.

How to take a screenshot on your computer (PC and Mac):

PC Computer:

  • Hold the Function key [fn] and click the Print Screen key [prnt scrn]. This will take a picture of your current screen.
  • Click on the Windows Start button (in the lower left corner of your computer). Open the Paint program. Paste the screenshot into Paint (ctrl+v).
  • From the Paint menu go to ‘Tools’ and ‘Save As’ and navigate to the folder where you want to save the image. Type a file name for the image and click the ‘Save’ button.

Mac Computer:

  • OPTION 1 - To capture the entire desktop, press Command-Shift-3. The screenshot will be automatically saved as a PNG file on your desktop
  • OPTION 2 - To copy the entire desktop, press Command-Control-Shift-3. The screenshot will be placed on your clipboard for you to paste into another program.
  • OPTION 3 - To capture a portion of the desktop, press Command-Shift-4. A cross-hair cursor will appear and you can click and drag to select the area you wish to capture. When you release the cursor, the screenshot will be automatically saved as a PNG file on your desktop. (The file is saved as PDF in Mac OS 10.3 and earlier.)

You can find many more powerful screen capture options using a free tool like CloudApp (available for Mac and PC).