You have the ability to record a video capture to help us to diagnose your issue. You can click the Capture My Issue button after you first save a new support request or you can add it at any point when the support request is active.
Why record a video?
- Sometimes it is difficult for support to understand the symptoms that you are describing without seeing them. By adding a video this should help us to understand first time and assist you faster.
What happens when I record a video?
- Click the Capture My Issue button after your new case number is displayed or when you have opened up an exisiting request from your request list.
NOTE: You may need to accept to allow or install a java plugin.
- The Screen Recorder runs.
- Change the size of the captured area if required.
- You can switch microphones or switch sound off (select No Audio Recording) before you begin recording.
- When ready to start, click the red button to record your issue steps.
- Click Done when you are finished (or Cancel if you made a mistake and want to record again).
- The video will upload to a secure area accessible to the support team and accessible via the portal by contacts for your company account.
- The support engineer who is dealing with your case will be notified that a video has been added.
TROUBLESHOOTING - Issues with the recorder
- You may need to accept to allow the java plugin to run in order to be able to record a video first time.
- You can also download the latest version of java here or check whether you have the correct version installed here.
- You may need to temporarily adjust your Java security settings (from the Java program group open the Java Control Panel) in order to allow the applet to run:
- The recorder will only record up to 15 mins at a time. You would need to add additional videos if you need to record more information.
- The recorder will only record on your primary monitor.