Electronic Resources Troubleshooting

After choosing the Report a Problem via Primo link, you will then need to fill out a form where you explain the issue you are experiencing. It is important to include as much information as you can so that we can resolve the issue promptly. "Required" in red font indicates required fields to fill out to complete the form.

There are various free applications and software that allow you to take screenshots and videos of your computer's screen. Below are a few of them, with tabs that include in-depth instructions for each based on the computer.

For Mac

• Mac Commands: for screenshots
  • ​Press Shift-Command-3 on your keyboard to see the onscreen capture controls.
  • For additional commands and how to use them, please go here.
• LICEcap: for videos
  • Go to their website here to download the application. Follow the instructions on their website, or go to the tab on this page titled LICEcap.
  • Requirements:
    • Windows: Windows XP/Vista/7/8/8.1/10
    • OSX: macOS 10.4+ (10.6+ for full feature support), PPC or Intel
    • Linux: apparently works with WINE
    • A reasonably fast CPU
    • A healthy amount of RAM (1GB+, especially when encoding to LCF)

For PC​

• Snipping Tool: for screenshots
  • This application should already be downloaded onto your Windows desktop. Select the Start button, type snipping tool in the search box on the taskbar, and then select Snipping Tool from the list of results.
  • For additional help, go here.
• ScreenToGif: for videos
  • Go to their website here to download. Follow the instructions on their website for use, or choose the ScreenToGif tab on this page.
  • Requirements:
    • Windows 7 or later
    • .Net Framework 4.6.1 or later

Below is a short video demonstrating the Snipping Tool software for PC and Windows.

Once you have downloaded the software from ScreenToGif's website, you can find the application on your desktop. After clicking the application, a window will pop up that will allow you to start recording your screen experience. Below is a screenshot of the ScreenToGif application.

After choosing the "Recorder" option within the application, another window will open that places your screen within a recording window box pictured in the screenshot below. You will then choose the "Record" option and begin recording.

When you are satisfied with your recording, you will then save it onto your computer. Then you can attach it to an email to us, or on our Support Portal form.

After you have followed the instructions on the LICEcap website to download the software, the application should be on your desktop. As shown in the screenshot below, a window box appears after the application has been opened. Choose the "Record" option, name the file, then LICEcap begins recording after a file has been saved.