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Information Gathering

Gathering Information For Issues
When reporting an issue to the OSU IT Helpdesk, the more information that is gathered (such as exact error messages, screen shot images, etc.) the more efficient OSU IT can be. Below are directions for gathering information to submitting issues to OSU IT.

Screen Shots\Screen Captures\Images
Taking screen shot images of error messages assists OSU IT with having the exact error message as well as conveying an idea of where you are in the process of the directions being followed. Below is a list of directions, by operating system type of how to take images.

Microsoft Windows Microsoft Windows
 

To take a screen shot image in Microsoft Windows, you can follow one of the sets of directions below:

1. Take a screen shot of the entire contents of the monitor by pressing the Print Screen (or PrtScr) key on your keyboard and then pasting the image (by holding down the CTRL key on the keyboard and then pressing V). You can paste the image into an image processing program (such as Paint) to save the file.

2. Take a screen shot of the currently selected window by holding down the ALT key on the keyboard and then pressing Print Screen (or PrtScr) key on your keyboard. You can then paste the image (by holding down the CTRL key on the keyboard and then press V). You can paste the image into an image processing program (such as Paint) to save the file.

3. Use the Snipping tool in Windows Vista, or 7 by opening the Start Menu, left click in the Search programs and files text box at the bottom of the Start Menu and then press Enter on the keyboard after entering Snipping Tool in the field. Once the Snipping Tool is open, The screen will turn to a light gray overlay and a small toolbar containing New, Cancel, and Options will appear. Click on New to remove the gray overlay. Move the Snipping Tool window away from the area that is going to be captured. Click the down arrow next to the New button in the Toolbar and select from one of the options: Free-Form Snip (allows the user to "draw" an area of the screen that will be captured by clicking the top left corner of the area that is to be captured and drag the cursor in the desired path around the area to capture), Rectangular Snip (allows the user to capture a rectangular portion of the screen by clicking the top left corner of the area that is to be captured and dragging the cursor to the bottom right corner of the desired area), Window Snip (captures the full viewing area of a monitor screen that is selected), and Full Screen Snip (captures the full viewing area and all monitors in side by side format). The area that is captured will then appear in the Snipping Tool window. Select File from the menu bar in the Snipping Tool window and then choose Save As... to save a screenshot. This file can then be e-mailed or copied and pasted.

Apple Mac OS X Apple Mac OS X
 

1. Take a screen shot of the entire desktop by pressing and holding Command and Shift and then press 3 on the keyboard. The screen shot will be saved as a PNG image file on the desktop.

2. Take a screen shot of a specific application window by pressing and holding Command and Shift and then press 4 on the keyboard, then press the Spacebar. The mouse cursor will change to a camera. You can then move the camera cursor around the desktop. As you move the cursor over a window, the window will become highlighted. When you have the cursor over a window you want to capture, just click the mouse button and the screen shot will be saved as a PNG image file on your desktop.

3.Take a screen shot of a portion of the desktop by pressing and holding Command and Shift and then press 4 on the keyboard. A cross-hair mouse cursor will appear. You can then click and drag to select the area you wish to capture. When you release the mouse button, the screen shot will be automatically saved as a PNG image file on your desktop. (The file is saved as a PDF document in Mac OS 10.3 and earlier.)