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How to make a screen recording if you face a problem with an application

2 October 2023

ID 241111

If you encounter a problem with the application, you can make a screen recording and traces and send them to Customer Service for analysis.

To make screen recording and traces:

  1. Open the main application window.
  2. In the main application window, click the Menu button.
  3. Select Customer ServiceProblem recordingOpen from the drop-down menu.
  4. Select the Record the screen checkbox. If the Record the screen checkbox is not selected, clicking Start recording only creates a trace file (service file that contains information about the application operations).
  5. Select the Record low level tracing (optional) checkbox if you were asked to do so by a Customer Service expert.
  6. Click the Start recording button.

    The recording indicator is displayed in the upper part of the screen.

  7. Perform actions that demonstrate the problem you are having.
  8. Click the Stop and save button.

    Recording is stopped and saved in an archive on Desktop. The archive can only be accessed with administrator privileges.

  9. Click the Go to archive button.

    This opens an Explorer window at the location of the ZIP archive. The archive contains the screen recording and a trace file.

  10. Send the archive to the communication channel specified by the Customer Service expert.
  11. If you want to delete all system data, reports, and traces, click Delete all service data and reports.

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