How to record a video for a support ticket How to record a video for a support ticket

How to record a video for a support ticket

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Desktop Computers

  1. Launch QuickTime.
  2. Click on the "File" menu and select "New Screen Recording".
  3. You will see a little black bar show up on the screen with a record button (round red button).
  4. Click on the little white arrow (pointing downwards) to produce a sub-menu. Ensure that "Show Mouse Clicks in Recording" is checked.
  5. Click on the record button and select "Start Recording".
  6. Go ahead and re-create the issue that you are facing on the screen.
  7. Once you have completed re-creating the issue, click on the "Stop Recording" button that should be on the very top of the menu bar.
  8. Once you have stopped the recording, you should see a .mov file on the desktop.
  9. Compress the movie file.
  10. If the file is less than 20MB, attach it to the support ticket. If the file is over 20MB, open a web browser and go to the Filemail site and upload the video. Ensure that you check the box next to Screen Recording and enter your Ticket ID, Email Address, and a Message about the file.

iOS Devices

Record Your iPhone or iPad Screen with QuickTime