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 (6): PRO Members only. Login. or Join.

Most Recent Industry Reports

Honeywell Sues Alarm.com For Violating Anti-Trust Laws on Feb 24, 2017
Is Alarm.com about to dominate the smart home software market? That is what Honeywell alleges in its new lawsuit, first reported by...
Axis: "Everything is IP" - False on Feb 24, 2017
Axis is congratulating itself, with executive Fredrick Nilsson declaring: "Now the conversion is all done and everything is IP and analog is...
Advertising Like Avigilon at the ISC West Airport on Feb 24, 2017
Avigilon has grabbed a lot of attention over the last few years advertising at the Las Vegas airport when attendees fly in. But how does that...
Artificial Intelligence Robot Assistant (ACTi) on Feb 23, 2017
Has artificial intelligence come to the video surveillance industry? ACTi has released 'SARA' which it bills as an 'AI assistant that brings...
Cutting Costs 70% Using Milestone With HD Analog on Feb 23, 2017
HD analog and enterprise VMSes are often thought of as being on opposite sides of the spectrum, with HD analog best for small jobs due to its low...
Dahua 4K HD Analog Cameras Announced on Feb 23, 2017
HD analog has been gaining popularity (even if Axis hopes otherwise). Last year, HD analog's max resolution doubled from 1080p to 4MP (see our 4MP...
Uniview (UNV) IP Cameras Tested on Feb 22, 2017
"We're #3," in China says Uniview (UNV). While the company significantly trails Hikvision and Dahua in total sales, one notable difference is that...
Glass Doors and Access Control Tutorial on Feb 22, 2017
The biggest challenge for many access control systems are glass doors. Here's what happens when a maglock is improperly installed to an existing...
Exacq Favorability Results on Feb 22, 2017
For years, Exacq has been one of the most frequently favored VMSes in IPVM integrator statistics (e.g., see Favorite VMS Manufacturers...
The Hot RMR Company - Electric Guard Dog on Feb 22, 2017
The financiers at the Barnes Buchanan conference praised a company named 'Electric Guard Dog'. While the name sounds fairly low tech, the money and...

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