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

'Sticker' Surveillance Camera Developed (CSEM Witness) on Nov 16, 2018
The Swiss Center for Electronics and Microtechnology (CSEM) has announced what it calls the: world’s first fully autonomous camera that can be...
ISC East 2018 Mini-Show Final Report on Nov 16, 2018
This is our second (updated) and final show report from ISC East. ISC East, by its own admission, is not a national or international show, billed...
Facial Detection Tested on Nov 16, 2018
Facial detection and recognition are increasingly offered by video surveillance manufacturers. Facial detection detects faces in an image/video...
Throughtek P2P/Cloud Solution Profile on Nov 15, 2018
Many IoT manufacturers either do not have the capabilities or the interest to develop their own cloud management software for their devices....
ASIS Offering Custom Research For Manufacturers on Nov 15, 2018
Manufacturers often want to know what industry people think about trends and, in particular, the segments and product they offer.  ASIS and its...
Hikvision Silent on "Bad Architectural Practices" Cybersecurity Report on Nov 14, 2018
A 'significant vulnerability was found in Hikvision cameras' by VDOO, a startup cybersecurity specialist. Hikvision has fixed the specific...
French Government Threatens School with $1.7M Fine For “Excessive Video Surveillance” on Nov 14, 2018
The French government has notified a high-profile Paris coding academy that it risks a fine of up to 1.5 million euros (about $1.7m) if it...
Integrator Credit Card Alternative Divvy on Nov 13, 2018
Most security integrators are small businesses but large enough that they have various employees that need to be able to expense various charges as...
Directory of Video Intercoms on Nov 13, 2018
Video Intercoms, also known as Video Door-Phones or Video Entry Systems, have been growing in the past decade as more and more IP camera...
Beware Amazon Go Store Hype (Tested) on Nov 13, 2018
IPVM's trip to and testing of Amazon Go's San Francisco store shows a number of significant operational and economic issues that undermine the...

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