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Sharing Requested Details with the Support Team

When reaching out for support, providing the following information can help diagnose and resolve your issue faster.

Table of Contents

  • A clear description of the issue, including:

    • The exact error message(s) and where they appeared

    • When the issue first started

    • How often it occurs (e.g., every time, occasionally, only at launch)

  • The device and technical environment you’re using

  • The browser you’re using (if on desktop or mobile)

  • Your internet speed test results (upload and download)

  • Any troubleshooting steps you’ve already tried

  • Any temporary workarounds you’ve found

  • Screenshots or screen recordings of the issue so we can see exactly what’s happening

 

Capturing Requested Media

Providing screenshots and recordings can help the support team diagnose issues faster. Here are common shortcuts that will be helpful when collecting media examples of the issue you are experiencing.

Windows

  • Copy: Ctrl + C

  • Paste: Ctrl + V

  • Undo: Ctrl + Z

  • Screenshot: Windows + Shift + S (Snipping Tool) or PrtScn (Full screen)

  • Screen Record: Windows + G (Xbox Game Bar) or an external app

Mac

  • Copy: Command + C

  • Paste: Command + V

  • Undo: Command + Z

  • Screenshot: Command + Shift + 4 (Selection) or Command + Shift + 3 (Full screen)

  • Screen Record: Command + Shift + 5

Meta Quest VR Headset

Frequently Asked Questions

Can I submit photos taken on my phone of my computer screen instead of actual screenshots?

  • Yes. If that’s easier for you, feel free to take photos on your phone. We just need to clearly see what’s happening in your device environment so we can fully understand and troubleshoot the issue.

Can the Support Team access my device remotely to replicate the issue in my specific environment?

  • At this time, our team isn’t able to remotely access individual devices or environments. We understand this can be inconvenient, and we appreciate your active participation in walking through troubleshooting steps with us.

❓Still experiencing an issue, or have a question? Contact our support team directly at support@immerse.com