Creating Screenshots and Screen Recordings for VIDA Support

Learn how to capture and share clear screenshots and screen recordings so the VIDA Support team can investigate your issue as quickly as possible.

Overview

Providing clear screenshots or screen recordings is one of the best ways to help the VIDA Support team investigate your issue. Visual evidence lets us see what you're seeing, identify problems more quickly, and reduces the need for follow-up questions.

This article explains when to use a screenshot versus a screen recording, what to include, and how to capture both on Windows and macOS.

When Should I Take a Screenshot?

A screenshot is ideal when:

• You receive an error message.
• A page does not display correctly.
• Information is missing.
• A button is unavailable.
• You need to highlight a specific part of the screen.

When Should I Record My Screen?

A screen recording is more useful when:

• An issue occurs after several steps.
• Buttons or menus are not responding.
• The issue only happens occasionally.
• You need to demonstrate a workflow.
• The behaviour is difficult to explain in writing.

Before You Begin

Whenever possible, a good screenshot or recording includes:

• The full browser window.
• The address bar (URL), unless it contains sensitive information.
• The page where the issue occurred.
• Any error messages.
• The affected asset, package or order.
• Any relevant menus or buttons.

Please avoid:

• Cropping screenshots too tightly.
• Taking photographs of your monitor with a mobile phone.
• Sending blurry images.
• Recording unnecessary parts of your desktop that are unrelated to the issue.

Step-by-Step Instructions

Windows — Take a Screenshot

Windows includes a built-in application called Snipping Tool, which allows you to quickly capture screenshots.

1. Click the Start button, type Snipping Tool, and open it from the search results — or press Windows + Shift + S to open the tool immediately.
2. Click New (if using the Snipping Tool application).
3. Select the area of your screen you wish to capture and release the mouse button. Your screenshot will automatically open in Snipping Tool.
4. Click the Save icon.
5. Choose where you would like to save the file and click Save.

Attach the saved image to your support ticket.

Windows — Record Your Screen

If you're using Windows 11, you can create a screen recording using the built-in Snipping Tool.

1. Click the Start button, type Snipping Tool, and open the application.
2. Select the Record option at the top of the window, then click New.
3. Select the area of your screen you wish to record and click Start.
4. Reproduce the issue exactly as it occurs, then click Stop once finished. Try to include the complete sequence of events leading up to the issue rather than only recording the final error message.
5. Review the recording if you wish, click Save, and choose where to save the file.

Attach the saved recording to your support ticket.

Windows — Alternative Recording Methods

If your version of Windows does not support recording with Snipping Tool, you can use one of the following alternatives.

Microsoft Clipchamp includes a built-in screen recording feature:

1. Click the Start button and search for Clipchamp.
2. Open the application and select Record & Create, then Screen.
3. Record the issue, then save or export the recording.
4. Attach it to your support ticket.

Microsoft Teams — if your organisation uses Microsoft Teams, you can create a meeting with yourself and use the screen sharing and recording features to capture the issue before downloading the recording.

macOS — Take a Screenshot

macOS includes built-in tools for capturing screenshots.

• Capture the entire screen: press Shift + Command (⌘) + 3.
• Capture part of the screen: press Shift + Command (⌘) + 4.

Your screenshot will automatically be saved to your desktop unless your Mac has been configured differently.

macOS — Record Your Screen

macOS also includes built-in screen recording.

1. Press Shift + Command (⌘) + 5.
2. Choose Record Entire Screen or Record Selected Portion.
3. Click Record and reproduce the issue.
4. Click Stop when finished, then attach the saved recording to your support ticket.

Troubleshooting & FAQs

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