Tip: Get Faster Tech Support Sending A Screenshot

Author: John Honovich, Published on Jul 25, 2016

Many complain about poor tech support.

But many people are bad at helping tech support get them answers.

There is one very simple thing you definitely should do when you need support - take a screenshot and send it.

You can certainly do more if you know how (take logs, detail specs, etc.) but this should be the bare minimum.

Common Support Problems

Many people do not know or do not think about listing the details involved. The typical support request we see falls along the lines of "X is broken" or "Y is not working" or "What the hell, why isn't Z working?". With that input, tech support is left to guess or to delay a response by getting those details one by one.

Benefits Screenshot

With a screenshot, even if you know nothing about the technical details of a system or have the time to share any of them, you can convey lots of information quickly.

Take a look at the screenshot of our IPVM Camera Calculator a user shared:

Get Video Surveillance News In Your Inbox
Get Video Surveillance News In Your Inbox

Even if that user says nothing else, support can learn a lot about the problem:

  • The OS being used
  • The browser being used
  • What settings are selected
  • What else is running on the machine
  • What the problem actually looks like

All of these give support clues about what the issue is. In this case, it turned out the user was using a quite old version of FF, upgrading FF or using another browser solved it.

Use This For Cameras / Recorders / More

Use this same approach if you have issue streaming video from cameras, connecting to a camera on a recorder, getting search results to display on a VMS.

That screenshot can help tech support make an educated guess about what the problem is, allowing them to focus on the most likely problem.

Most support requests can be solved fairly quick once a screenshot is shared and it helps the user by freeing them from gathering lots of technical details up front.

Take a screenshot, help your vendor's tech support and help yourself.

Comments (5) : PRO Members only. Login. or Join.

Most Recent Industry Reports

Access Control Records Maintenance Guide on Jan 16, 2019
Weeding out old entries, turning off unused credentials, and updating who carries which credentials is as important as to maintaining security as...
UK Fines Security Firms For Illegal Direct Marketing on Jan 16, 2019
Two UK security firms have paid over $200,000 in fines for illegally making hundreds of thousands of calls to people registered on a government...
Access Control Cabling Tutorial on Jan 15, 2019
Access Control is only as reliable as its cables. While this aspect lacks the sexiness of other components, it remains a vital part of every...
Avigilon Favorability Results 2019 on Jan 15, 2019
Since IPVM's 2017 Avigilon favorability results, the company was acquired by Motorola and has shifted from being an aggressive startup to a more...
Gorilla Technology AI Provider, Raises $15 Million, Profiled on Jan 15, 2019
Gorilla Technology is a Taiwanese video analytics manufacturer that recently announced a $15 million investment from SBI Group, saying this...
2019 IP Networking Book Released on Jan 14, 2019
The new IP Networking Book 2019 is a 285 page in-depth guide that teaches you how IT and telecom technologies impact modern security...
Arecont Costar Layoffs on Jan 14, 2019
Arecont Vision, a Costar Company, has laid off more than 10% of their workforce in a move the company described to IPVM as a result of "important...
The False SCMP Story on Hikvision NYC AI on Jan 14, 2019
In the past week, one of Asia's largest publications, the South China Morning Post (SCMP), posted an article about "Chinese [facial recognition]...
WDR Tutorial on Jan 11, 2019
Understanding wide dynamic range (WDR) is critical to capturing high quality images in demanding conditions. However, with no real standards, any...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact