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To ensure we can provide quality, timely responses to as many customers as possible, we have made some changes to the helpdesk support service.

  1. We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
  2. We will assist users with problems related to orders, downloading, installation or access only.
  3. Any questions about general product usage will be referred to our community forums, Trainz wiki and Knowledgebase articles.
If your ticket does not meet these requirements, you will receive a standard response informing you of the new requirements.

Thanks for your understanding.
Knowledgebase
Using Problem Steps Recorder
Posted by N3V Games (Paul) on 23 July 2015 01:56 PM

Microsoft provide a very useful utility called Problem Steps Recorder. This application will create a series of screenshots that you can then attach to your helpdesk report to show us the steps you are taking.

Follow these steps to use PSR

Step 1:
Click on the Windows Start Menu and type in psr

Step 2:
Select "psr" listed under Programs

psr

 

Step 3:
Click on the Start Record button, then each time you click your mouse or interact with your keyboard, a screenshot will be taken showing us the step you took.

There is no hurry to complete each step as the record is individual screenshots not a video.

Start Record

 

Step 4:
While recording, you can click on Add Comment then type in additional information that will be attached to the screenshot. 


add comments 

 

Step 5:
When you have shown each of the steps, click Stop Record, then give your file a name.

Also note the location of where the file is being saved as you will need this for the next step. (It will be saved as a Zip file)

Step 6:
When submitting your support ticket,  click on the Upload File(s) +Add File button, then click on the Choose File button and navigate to your saved Zip file, then click Send

Step 7:
Review the ticket to ensure the file is attached and your description provides us sufficient information to identify your problem. 

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