Tip: Get Faster Tech Support Sending A Screenshot

By: 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 Notified of Video Surveillance Breaking News
Get Notified of Video Surveillance Breaking News

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) : Members only. Login. or Join.

Related Reports

Facial Recognition: Weak Sales, Anti Regulation, No Favorite, Says Security Integrators on Jul 07, 2020
While facial recognition has gained greater prominence, a new IPVM study of...
Verkada: "IPVM Should Never Be Your Source of News" on Jul 02, 2020
Verkada was unhappy with IPVM's recent coverage declaring that reading IPVM...
Faked Coronavirus Fever Detection, Athena Used Hikvision; Responds - Selling NDAA Compliant Cameras, Pledging 50% Of Profits to Victims on Mar 24, 2020
US company, Athena Security, faked its coronavirus fever detection marketing,...
Injes Tiny Temperature Terminal Tested on Jul 17, 2020
While temperature terminals have trended bigger, the Injes DFace801 is...
Don't Deceive. Lessons From Scott Schafer on Mar 20, 2020
Deception is bad. We can learn some important lessons from Scott Schafer, a...
Vulnerability Directory For Access Credentials on Feb 20, 2020
Knowing which access credentials are insecure can be difficult to see,...
Disruptive Free Lead Generation Added To IPVM on May 15, 2020
IPVM has added lead generation for sellers, for free, disrupting the...
Use Access Control Logs To Constrain Coronavirus on Apr 09, 2020
Access control users have included capabilities that are not commonly used...
YOLOv5 Released Amidst Controversy on Jul 27, 2020
YOLO has gained significant attention within video surveillance for its...
Access Visitor Management Systems Guide on Jul 22, 2020
"Who are you, and why are you here?" Facilities that implement Visitor...
Anixter Runs Fake Coronavirus Marketing Using Shutterstock Watermarked Images on Jul 24, 2020
Coronavirus faked marketing is regrettably commonplace right now but Anixter...
Latest London Police Facial Recognition Suffers Serious Issues on Feb 24, 2020
On February 20, IPVM visited another live face rec deployment by London...
Disaster Relief Loans For Integrators Examined on Mar 23, 2020
Integrators are being impacted by the coronavirus. Now, the US government is...
Breaking Into A Facility Using Canned Air Tested on Jan 28, 2020
Access control is supposed to make doors more secure, but a $5 can of...
Train Your Team With IPVM Courses From Experts on Mar 01, 2020
You trust and use IPVM for reporting and research and you can also have your...

Recent Reports

Huawei HiSilicon Shortage Impacts Surveillance Manufacturers on Aug 14, 2020
Huawei acknowledged problems and challenges for its HiSilicon chip business,...
Final Rule Does Not Expand Hikvision Dahua Blacklist on Aug 14, 2020
The final White House rule (200.216) has been added and contrary to the...
Taiwan Lilin NDAA Compliant Cameras Tested on Aug 13, 2020
Taiwan-based manufacturer Lilin is taking direct aim at Dahua and Hikvision...
White House Expands Dahua Hikvision Blacklist To Federal Funding [Final Rule Reverses] on Aug 13, 2020
The White House is expanding the NDAA to blacklist anyone who "uses" banned...
Actual Coronavirus Testing Options Examined on Aug 13, 2020
Fever cameras have emerged as an indirect and flawed way to test for...
Video Analytics Online Show September 2020 Opened - Axis, Avigilon, Bosch, BriefCam, Genetec, Milestone + 30 More on Aug 12, 2020
IPVM's sixth online show will feature 35+ Video Analytics companies...
The German Company Powering Many China Temperature Tablets (Heimann) on Aug 12, 2020
Many fever tablet suppliers market German-made Heimann thermal sensors while...
Salesforce Drops Dahua and Hikvision on Aug 12, 2020
Salesforce has dropped Dahua and Hikvision as customers, forcing the two mega...
Access Control Course Fall 2020 - Register Now on Aug 12, 2020
IPVM offers the most comprehensive access control course in the industry....
Genetec CEO Declares "We Don't Negotiate Payment With Patent Trolls" on Aug 11, 2020
Are patent trolls like terrorists? Genetec's CEO is coming out strongly...
Hanwha AI Analytics Camera Tested on Aug 11, 2020
Hanwha has released their Wisenet P AI camera, adding person and vehicle...
Alabama Schools Million Dollar Hikvision Fever Camera Deal on Aug 11, 2020
The Baldwin County, Alabama public schools purchased a $1 million, 144-camera...
Dahua Taunts Australian Government, Continues To Sell Illegal Fever Cameras on Aug 10, 2020
Dahua is effectively taunting the Australian government by continuing to sell...
HID Releases VertX Replacement Aero on Aug 10, 2020
HID is replacing two established and broadly supported types of access...
NDAA Compliant Video Surveillance Whitelist on Aug 10, 2020
This report aggregates video surveillance products that manufacturers have...