Managed Services Customers: Capturing error messages for submitting tickets to the help desk

If you’re one of our Managed Services customers and you submit a helpdesk ticket because an error message popped up on your screen, it is generally very helpful for us to be able to see the full text of that error message. Rather than writing down the entire message which can sometimes be very lengthy, you can capture the information and send it to us using our management agent.

In your system tray (the lower right corner of the Windows task bar), there is an icon for our agent which looks like a little blue ball with white stripes.

SysTray

If you click on this icon, a menu will pop up and one of the options will be Screen Capture.

TrayMenu

Clicking on this option will send us a current capture of your screen, complete with whatever error message is on screen at the time.

Then when you submit the helpdesk ticket by calling us or emailing support@lewan.com, just mention that you sent us a screenshot. We’ll be able to find it in our management interface.

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