If you're running into any kind of difficulty in Owl, or have questions you can't find the answer to, we want you to know that you're always welcome to contact our support team. Sometimes though, you may have a question, or run into an error that you find might hard to explain, or that we need additional information about to be able to assist you properly. In these cases, you might want to send us a screenshot of the issue! This guide contains instructions on how to take screenshots in a variety of platforms, to help you send us the information you need.
IMPORTANT: Please never send us any information contain Client-identifying information! Before taking any screenshot, please enable Privacy Mode for your account. To toggle Privacy Mode:
- From anywhere in Owl, look in your top bar
- Press the eye icon that is to the right of the search menu
With this information in mind, here are instructions on how to take a screenshot in Owl, organised by device and operating system:
iOS (iPhone, iPad):
- Open Owl and go to the exact screen you want to capture.
- Press and hold the Power button on the right side and click the Home button at the same time (If you are using an iPhone XS, XS Max or iPhone XR, these don't have a Home button, so you'll have to use the Side button to take a screenshot instead).
- On newer versions of iOS, the screenshot will appear in the bottom left of your screen. If you need to remove client-identifying information from this screenshot, tap the photo now and you'll be able to use photo editing tools to cover up parts of the screenshot.
- The screenshot will be saved to the photo gallery on your phone.
Android:
- Open Owl and go to the exact screen you want to capture.
- Press the Volume Down and Power buttons at the same time, hold them for a second, and your phone will take a screenshot.
Windows:
There are quite a lot of different ways to capture screenshots in Microsoft Windows. Here's a few methods:Method 1 - The Snipping Tool:
If you search your computer for "Snipping Tool", users of Windows 7 and up should be able to find this built-in application on Windows. This application saves screenshots directly to your computer, and allows you to take screenshots of part of your screen instead of the whole page. Later versions of this application also allow you to edit the screenshot before saving it to your computer, which you may find helpful if you need to hide Client-identifying information.
Method 2 - Print Screen:
Press the “PrtScn” key. A screenshot of your display is now copied to the clipboard. Open an image editor like Paint, word processor, or paste this image into your email to us directly. Choose Edit > Paste, or press CTRL+V, to paste the screenshot wherever you like. If you pasted it into an image editor of some kind, you can then Save the screenshot to your computer, and then attach it to your email to us.
Mac:
Capture the entire screen- Press Shift-Command-3
- You'll find the screenshot as a .png file on your desktop.
- Press Shift-Command-4.
- Press the Space bar. The pointer changes to a camera .
- Click a window to capture that window.
To exclude the window's shadow from the screenshot, press and hold the Option (⌥) key while you click. - Find the screenshot as a .png file on your desktop.
- Press Shift-Command-4.
- Drag to select the area of the screen to capture. To move the entire selection, press and hold Space bar while dragging.
- After you release your mouse or trackpad button, find the screenshot as a .png file on your desktop.