A screenshot can be helpful when our Support team is trying to diagnose your issue with your computer or Identity Guard Device Secure.

In order to further understand and diagnose your Identity Guard Device Secure support request, we may ask you to send us a screenshot. We might ask for a screenshot of the Identity Guard Device Secure app, the error you are seeing, or something else we need to view. Included below are steps that detail exactly how to take a screenshot of anything we may need to see.

Windows: Snipping Tool

Creating a screenshot

1. The first thing you should do is minimize or close any programs, browsers, windows other than what is necessary to take the screenshot. 
2. Next, click on the Start Menu (1) in the bottom left. 
3. Once the start menu is open, simply start typing: Snipping Tool (2)
4. Snipping Tool should appear in your search results. Go ahead and click on Snipping Tool (3).

     5. The small Snipping Tool window will then open. Click on New. 

     6. The screen will become slightly "greyed out". This means the snipping tool is active. Simply move your cursor to the top left of whichever window you are taking a screenshot of (we are using the Intrusta App as an example below) click the mouse and drag the mouse down to the bottom right corner to complete the screenshot.

     7. A new window will appear with the screenshot you just took. 

     8. Now we need to save it. Click on the save icon (1) at the top (looks like a floppy disk) 

     9. A "Save As" window will pop up so you can save your screenshot. We recommend saving to your desktop so it is easily retrievable.

    10. Once you have found where you wish to save the screenshot, edit the file name (2) as you wish then click Save (3).

Sending a Screenshot to Support

1. Open your email account. (Gmail, Yahoo, AOL, Outlook, etc.)
2. Reply back to the support email you have already received regarding this issue or open a brand new email to send to Support@intrusta.com.

     3. Now that we have the email ready, we need to attach the screenshot. Look for an icon that looks like a paperclip or has a button that says Attach (1). Every email provider is different, but most have an icon similar to a paperclip to attach files to an email. 

     5. Click on Desktop (2) on the left-hand side (if you saved the screenshot to your desktop). Otherwise, navigate to the folder you saved to.

     6. Select the screenshot file (3) then click Open (4).

      7. The screenshot should now be attached to the email. Click your send button to send the email to Intrusta Support. 

Mac: Command + Shift + 4

Creating a screenshot

1. The first thing you should do is minimize or close any programs, browsers, windows other than what is necessary to take the screenshot. 
2. Hold down Command + Shift + 4
3. You will then see your mouse cursor change into crosshairs. This means the snipping tool is active. Simply move your cursor to the top left of whichever window you are taking a screenshot of (we are using the Intrusta App as an example below) click the mouse and drag the mouse down to the bottom right corner and release to complete the screenshot.
4. The screenshot will automatically save to your desktop. 

Sending a Screenshot to Support

1. Open your email account. (Gmail, Yahoo, AOL, MacMail, etc.)
2. Reply back to the support email you have already received regarding this issue or open a brand new email to send to Support@intrusta.com.
3. Now that we have the email ready, we need to attach the screenshot. Look for an icon that looks like a paperclip or has a button that says Attach (1). Every email provider is different, but most have an icon similar to a paperclip to attach files to an email.
4. Click on Desktop (2) on the left-hand side.
5. Select the screenshot file (3) then click Choose File (4).

   6. The screenshot should now be attached to the email. Click your send button to send the email to Intrusta Support.