Help us… Help you!

One of the most frustrating things a user can experience is an issue that they have at some point during their workday and not have it happen or be able to reproduce it at will when RTS is there to fix the issue.  You may have heard this statement from more than one person:  "We can't fix it if we don't know what's broken".

Trust us, it happens all too often.

One thing you can do to make our job easy and save you from the time we might have to spend diagnosing an issue is to take a "screen shot" of the issue.  For example; if you get a message from the system and you determine this could be an issue, take a picture and send it to us in an e-mail.

OK...  how does one go about doing this?  As long as your computer is still running, just follow these steps - they are as simple as... one, two, three!

As soon as you notice an issue:

• ONE:  Press the "Print Screen" key (most likely near the SCROLL LOCK key).
• TWO:  Open the Microsoft Tool "PAINT" (Start button -->  Accessories --> Paint).
• THREE:  Select PASTE on the toolbar (or use the CTRL - V keystrokes) and paste the captured screen into the Paint program.

Perfect.  Now save the picture as a JPG file.  Name it whatever you want (i.e. Error Message popup.jpg  - or -  Windows Error Halt Message.jpg)

Open up your email and attach the picture to the message you will send to us right away.  Explain where you got the error and the steps you use to get there.  Anything you can offer to help us trouble shoot the issue is greatly appreciated.  Be as brief or as complete as you want.  The key point is getting the picture to us so that we can see the message in its entirety.

In some cases, your machine may freeze or stop accepting commands.  The above method may not work, yet we still need to review the issue.  Contacts us by phone as soon as the issue presents itself and we can take a screen shot remotely to try and diagnose what may be happening.  If you can, a cell phone picture can also be used to help us figure out what may be happening. 

Remember:  A picture is worth a thousand words.  Take a screen shot and help us, help you!