A Tech Support Persons worst nightmare: "I was working on the computer the other day and this warning screen popped up. I've seen it a few times, but I can't remember when I saw it or what it said."
Please remember, it's not just you. We've all said it at least once. (Even Tech geeks say it from time to time.) From a technical perspective, there isn't much that can be done to help this caller. With the unlimited possibilities, it would be like trying to find a needle in a haystack. However, there is something very simple that users can do in just a few seconds that will turn this call from a unproductive complaint, to an actual resolution. Screenshots. It's a digital snapshot of exactly what is on the screen at that exact moment. Think of it as a camera inside your computer.
When you see something strange like a popup or security warning, take a screenshot. Have a folder in your documents or pictures library for screenshots. Save them and next time you speak with your tech person, show them the images. They can then use those images to gather the information needed to provide you with an actual solution.
Here are the how-tos:
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