To enhance the efficiency of support ticket processing, we ask that customers include a screen recording of their issue(s) when submitting a ticket. Below, we have recommended a user-friendly application (Xbox Game bar) for Windows 10 that facilitates this process.  In order to expedite tickets, please consider the following pieces of information are included in the video:

1. Is the site address/ URL clear in the video?
2. Is the time displayed in the video/screenshot?
3. What browser is the being used? (We do not support Internet Explorer)
4. What permission is the user who is recording the video?

1. Verify that Xbox Game bar is enabled by going to Settings > Gaming > Xbox Game Bar and making sure the feature is turned on. If there’s no sound in your recording, check that your microphone is turned on and your PC is not muted.

1. To start, press the Win key (Windows logo) and the G key simultaneously. This action will open the Xbox Game Bar overlay on your screen.
   
   
2. In the Xbox Game Bar menu, locate the button that resembles a camera with a dot in the middle. Click this button to begin recording. Alternatively, you can quickly start recording by pressing Win + Alt + R on your keyboard.
   
   
3. When you’re ready to stop the recording, click the same camera button you used to start recording. You can also stop the recording quickly by pressing Win + Alt + R again.
   
   
   
   
4. The video will be saved automatically. To find and view your recording, navigate to Videos > Captures folder on your PC.
   
   
   

Sharing Screen Recording File

1.  Locate the Recording File:
   • Open File Explorer and go to the Videos folder.
   • Navigate to the Captures subfolder where your screen recordings are saved.
2. Prepare the File for Sharing:
   • Find the video file you want to share. If it’s too large to attach directly to an email (generally over 25 MB), you might need to compress it or use a file-sharing service detailed in the next section.
3. Compress the File (if needed):
   • Right-click on the video file.
   • Select Send to > Compressed (zipped) folder. This will create a zip file that may be easier to attach to an email.
4. Attach the File to Your Email:
   • Open your email application or service.
   • Start a new email and enter the eSCRIBE’s support email address support@escribemeetings.com, subject, and any message you want to include.
   • Click on the attachment icon (usually represented by a paperclip).
   • Browse to the location of your video file or the compressed zip file, select it, and click Open to attach it to your email.
5. Send the Email: After attaching the file, review your email to ensure everything is correct. Click Send to send your email with the attached video file.
   
   

If the File is Too Large for Email

1. Use a Cloud Storage Service: Upload your video file to a cloud storage service like Google Drive, Dropbox or OneDrive.
2. Get the Shareable Link: After uploading, get a shareable link for the file. This option is usually available in the cloud storage service’s file management menu.
3. Include the Link in Your Email:
   • Open your email application or service.
   • Start a new email and enter the recipient’s email address, subject, and message.
   • Paste the shareable link into the email body.
   • Click Send to send your email with the link to the video file.