How do I take a screen shot on my mobile device to show the Help Desk a problem? (Android and iOS)

Why do we do this?  Screen shots can greatly help in solving a helpdesk issue because it shows exactly what the user is encountering.  It can prevent complications from being lost in translation, like the saying goes “A picture is worth a thousand words”.  

 


Answer

For Android devices:
1. Bring up the webpage/email/error message that is causing the difficulty, try to show the problem on the screen.
2. On modern devices – Press the Power + Vol. Down buttons together until the screen reacts, to take and save a screen shot.  
Older devices – may use the Home button + Power button, or other combination unique to the manufacturer.  
3. Locate the image in the phone’s Gallery and attach it to an email to the Help desk at Blackboardhelpdesk@franzello.libanswers.com
 
For iPhone devices:
1. Bring up the webpage/email/error message that is causing the difficulty, try to show the problem on the screen.
2. For devices with Face ID – Press Vol. Up + Sleep/wake button together for a moment, the screen will respond, and a small preview image will show.  
For devices with a Home button – Press Home + Sleep/wake button for a moment and a preview image will appear.
3. Tap the preview image to attach it to an email to the Helpdesk at
Blackboardhelpdesk@franzello.libanswers.com
  • Last Updated Feb 23, 2021
  • Views 15
  • Answered By Scott Griggs

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