When you run into a technical issue, whether it’s a website glitch, an IT system failure, or a software bug, the first instinct is often to reach out for support. But have you ever found yourself stuck in a back-and-forth with IT support, trying to explain the problem while they ask for more details?
Providing clear documentation of your issue can make the troubleshooting process faster and more efficient. The better you communicate the problem, the quicker your Perth IT service company can diagnose and fix it. Here’s how to do it right.
1. Record a Video of the Issue
One of the most effective ways to demonstrate a technical issue is by recording a short video. A screen recording shows exactly what’s happening, step by step, leaving no room for misunderstanding.
How to Record Your Screen:
- Windows Users:
Use the built-in Xbox Game Bar (Windows + G) or a tool like ShareX. - Mac Users:
Press Command + Shift + 5 to open the screen recording tool. - Browser Extensions:
Use free tools like Loom or Screencastify for quick recordings.
Once recorded, share the video link or file with your IT support team. Seeing the issue unfold in real-time helps them pinpoint the cause much faster.
2. Take Screenshots of Error Messages
Error messages can be fleeting, disappearing before you can write them down. A screenshot captures these details and provides IT support with critical information.
How to Take a Screenshot:
- Windows:
Press PrtScn (Print Screen) to copy the entire screen, or use Windows + Shift + S to capture a specific area. - Mac:
Press Command + Shift + 4 to select an area or Command + Shift + 3 for the entire screen. - Mobile Devices:
Use the power + volume button shortcut (varies by device).
If an error message appears, take a screenshot and include it in your report. The exact wording of the error can be invaluable for troubleshooting.
3. Document the Steps Leading to the Issue
To help IT support replicate the problem, detail the steps you took before the issue occurred.
For example:
- Opened Google Chrome (Version 123.0.4567.89)
- Logged into WordPress admin panel
- Clicked on “Update Plugins”
- Received a white screen with an error message: Fatal error: Allowed memory size exhausted.
These details provide clues about what might have triggered the issue, making it easier for IT support to troubleshoot.
4. Provide System and Software Details
Some issues are system-specific. Including details about your setup can prevent unnecessary delays.
Information to include:
- Operating System:
Windows 11, macOS Ventura, Ubuntu 22.04, etc. - Browser & Version:
Google Chrome, Safari, Firefox, Microsoft Edge (check under “About” in settings) - Device Type:
Desktop, Laptop, Tablet, Mobile Phone - Recent Changes:
New software updates, installed plugins, configuration changes
This information helps IT professionals replicate the exact environment in which the issue is occurring.
5. Check if the Problem is Reproducible
Can you make the issue happen again by following the same steps? If so, document that.
For example:
- “Every time I try to upload an image over 2MB in WordPress, the upload fails.”
- “When I open Microsoft Teams on my phone, it crashes within 5 seconds.”
Reproducibility is key in troubleshooting. If the issue happens inconsistently, try to note patterns: Does it only happen at certain times? With specific actions?
6. Note Any Error Codes or Messages
If an error code appears, write it down exactly as shown.
Example:
- “Error 404: Page Not Found”
– A page might have been deleted or a link is broken. - “500 Internal Server Error”
– There’s a server issue that IT needs to investigate. - “ERR_CONNECTION_TIMED_OUT”
– The website might be down or experiencing network problems.
Many error codes have specific meanings that can point IT professionals in the right direction immediately.
7. Send Your Report in a Clear Format
Once you’ve gathered all the necessary details, structure them clearly in your support request to your website repair team.
Example:
Issue Summary: Website crashes when trying to update plugins.
Steps to Reproduce:
- Logged into WordPress admin panel
- Navigated to Plugins > Installed Plugins
- Clicked “Update All”
- Received error message: Fatal error: Allowed memory size exhausted.
Device & Software Details:
- Operating System: Windows 10
- Browser: Google Chrome (Version 123.0.4567.89)
- Recent Changes: Installed new WordPress theme yesterday
Attachments:
- Video recording of the issue
- Screenshot of the error message
A structured report saves IT support time and speeds up resolution.
Final Thoughts
Providing detailed documentation when seeking IT support isn’t just about making their job easier—it’s about getting your problem solved faster. By including videos, screenshots, clear steps, and relevant system details, you help IT professionals diagnose and resolve issues efficiently.
So next time you run into a technical problem, take a few extra minutes to document it properly. Your future self (and your IT team) will thank you.
Author Bio
Adrian Ioppolo is the Director of Perth IT Care, specialising in IT and web support for small businesses. Adrian focuses on cybersecurity and website recovery to help businesses navigate the complexities of data privacy and compliance. His expertise ensures that clients receive high end services tailored to protect their online presence and safeguard their operations.
