Knowledgebase: Technical
Useful Information For Support Requests
Posted by Tony Romanelli on 16 November 2017 04:05 PM

Take a Screenshot of any Error Message you see, if at all possible:

  1. Making sure not to close any open error 'window', click on the 'Title Bar' of the window to make it the active window 
  2. Press both the 'Alt' and 'PrintScreen' keys at the same time 
  3. Still making sure to not close the error 'window' yet, go to Start > Run and type 'mspaint'’ (without quotes please) in the 'Open' field and press OK button 
  4. With the 'Paint' application now open, press 'Ctrl' + 'V' keys at the same time to paste Printscreen data into the app. Alternatively, you can go to the 'Edit' menu near the title bar and choose 'Paste' 
  5. You should see the error dialog window, and just this window pasted into the application. If you see your whole desktop, go back to the first steps and make sure to click 'Alt' while performing the 'Printscreen' keypress 
  6. Click 'File' from the top menu bar, and choose 'Save As...' 
  7. In the 'Save as type' pull-down menu at the bottom of the page, select the 'JPEG' option to decrease file size before uploading file to support 
  8. Name your file with useful info, such as your name and date, and save it somewhere you can easily find it, like your Desktop 
  9. Close the Paint program when done

Export a DXDiag report: 

  1. Go to Start > Run and type 'dxdiag' (without quotes please) in the 'Open' field and press OK button 
  2. Wait for 'green' progress bar to finish loading and then press the 'Save All Information...'’ button 
  3. Make sure to name the file 'dxdiag' and save it where you can find it, like the Desktop, by pressing the 'Save' button 
  4. Press the 'Exit' button to quit this application

Export a MSInfo report: 

  1. Go to Start > Run and type 'msinfo32' (without quotes please) in the 'Open' field and press OK button 
  2. When the 'System Information' window is open, click on 'File' in the top toolbar and select the 'Export...' option 
  3. Make sure to name the file 'msinfo' and save it where you can find it, like the Desktop, by pressing the 'Save' button 
  4. The export process can take a few moments, so please wait for the progress bar to finish, and then you can close this application

 

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