Record screen for support

When troubleshooting an issue, a video is worth a thousand words. Our Record Screen for Support tool allows you to capture a screen recording of the problem along with diagnostic browser logs, so our support team can help you resolve issues faster.

Key Benefits

• Faster Resolutions: Our support team can see exactly what you’re experiencing in real time.
• Automatic Diagnostic Data: The recorder automatically securely captures browser console logs (console.log  ) alongside your video, eliminating the need to manually export technical logs.
• Secure Transmission: The video and diagnostic log are transmitted directly to our secure support environment—completely outside of your internal infrastructure and network.

How to Record and Submit a Screen Video

1.Start the Recording Tool:

1. Click on the hamburger menu located at the top left of your app interface.

2. Select Record Screen for Support.

   

   
   

2.Select What to Share:

1. A browser prompt will appear asking you to choose what to record (Tab, Window, or Entire Screen).
2. Select the tab or screen where you are encountering the issue.

3. Click Share to begin.

   

3.Reproduce the Issue:

1. Once the recording starts, a floating bar showing Recording... with a red indicator will appear.
2. Perform the exact actions that lead to the issue or error you're experiencing.
3. When you are done demonstrating the issue, click the Stop (square icon) button on the floating toolbar.

Tip: try to keep to about 30 seconds

4.Add a Description & Send:

1. Once stopped, the toolbar will display the message Recording stopped.
2. Click in the text box labeled "Describe the issue you experienced..." and enter a brief explanation of what went wrong.

3. Click the Send icon (paper plane) to transmit your video and diagnostic logs directly to our support team.

   

Toolbar Controls & Options

When your recording is stopped, you have several control options available on the floating toolbar before sending: