Taking a screenshot

When you get in touch with us, we may ask you to take a picture of your screen and share it with us. This helps us see what you're seeing and better understand your issue.

You can do this with the built-in features of your device's operating system or downloaded software.

iOS devices

Depending on the issue, we might ask you to take a still image screenshot or a video of what you're seeing with screen record.

Screenshot

To take a screenshot on an iPhone or iPad:

  1. Press and hold the Sleep/Lock button and the Volume Up button simultaneously. If you're using an older device, it may be the Sleep/Lock button and the Home button. Depending on your device, the Sleep/Lock button is either on the top or right side.
  2. You should see the screen flash when your screenshot is successfully saved.
  3. Your screenshot will save to the Photos app under Saved Photos or Camera Roll depending on your device.

Screen record

To make a screen recording on an iPhone or iPad, visit Apple's documentation.

Android devices

Depending on the issue, we might ask you to take a still image screenshot or a video of what you're seeing with screen record.

Screenshot

To take a screenshot on Android 4.0 and above:

  1. Press and hold the Power and Volume down buttons simultaneously.
  2. You should hear a shutter noise and see the screen flash.
  3. A notification will appear at the top of the screen, from which you can access your screenshot.
  4. You can also hold down the Power button until the option to take a screenshot presents itself at the bottom of the screen.

Screen record

Android doesn't include a built-in screen recorder, but certain devices do. Consult the support documentation for your device to see if you have a built-in option, or if you'll need to use a third-party app.

Computer web browsers

If you're seeing issues with Unfold Pro in your computer's web browser, take a screenshot of the entire browser window, including the address bar, unless we ask for something different. Seeing the whole browser can give us useful context about the issue.

Windows

To take a screenshot:

  1. While viewing your Unfold Pro dashboard, press the Windows key + Print Screen or PrtSc (usually near the top-right of a keyboard).
  2. This takes a screenshot of your whole screen, even if you don’t see it happening.
  3. The screenshot will be saved to your Pictures > Screenshots folder.
Tip: If you're using Windows Vista or Windows 7, you can use the built-in Snipping Tool (Located in: Start > Accessories > Snipping Tool).

Mac OSX

To take a screenshot:

  1. Press + Shift + 4 and capture the area with the crosshairs.
  2. The screenshot saves to your desktop as 'screenshot date time.jpg.'
Note: If you're using Mac 9.x or below, then press + Shift + 3. This will create a file on your desktop (usually called 'picture1.png').

Chromebook

To take a screenshot:

  1. Press Ctrl+ Shift + Switch Window (or Ctrl + Shift + F5).
  2. Capture the area with the crosshairs.
  3. The screenshot saves to your Downloads folder.

Send us the screenshot

When you email us, attach the screenshot or screen recording. Usually, you do this by clicking or tapping a paperclip icon. Include a case number (#XXXXXX) if you have an open support ticket.

Note: Don't drag and drop the image into the body of the email. Please add it as an actual attachment. Unfortunately, we can't see images directly embedded in emails.
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