Knowledgebase: General

How do I get a "screenshot?"


A screenshot (also known as a screen capture) is basically a snapshot of your computer's screen. For troubleshooting purposes, you may be asked by the support team to provide a screenshot as an error occurs, or to illustrate how a specific element of your site looks to you when you view it. In other cases, you may be asked to supply a screen shot because it communicates a specific issue far better than describing it in an email. As they say, a picture is worth a thousand words.

To get a screenshot, please use the following steps:


Tools you'll need:

  • PrtScn key (on your keyboard)
  • MSPaint


On your computer's keyboard look for the Print Screen key. It is usually located towards the top right of your keyboard, just above the number pad. Often, it is labeled with the abbreviation "PrtScn." or a similar variation. This key can be used in a couple of different ways in order to capture the screenshot.

  • Hitting this key on its own will take a snapshot of your entire screen.
  • Holding down the CTRL and ALT keys while hitting the PrtScn key will take a snapshot of ONLY the active window.


The next tool you'll need is a program in which to paste your captured screenshot. By default your computer should have MSPaint pre-installed in it. This is the Windows default graphics program and it will allow you to paste the image.

  • In Windows, Go to Start >All Programs >Accessories
  • Select "Paint"

This will open up a blank page in Paint. Using your keyboard, hold down the CTRL key and tap the letter V. This will paste the image into your new document. Save the Paint document to your desktop and attach it to your support ticket.

Please be sure to save the file as either a png, gif or jpg file. Paint will save the image as a .png file by default.

Also, If for some reason you do NOT have MSPaint installed on your computer, you can paste the screenshot into any graphics program or even an MS Word document.

3rd Party Programs

Another option you can try for capturing screenshots is through the use of a third-party screen capture program. There are many to choose from, and a search on Google for "screen capture software" should yield many results.


Screenshot instructions for Mac based computers are similar to Windows, however, instead of a PrtScn key on the keyboard, the process is done through the use of the "Command" key and specific combinations of keys to capture the screenshot. For more in-depth detail on screenshots for Mac, please visit the following page:

Whenever possible, please try to capture as much of your screen as possible including the URL listed in the address bar, as this information can be just as valuable as the visual information of the page.

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