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Support System: How do I create a ticket with video recording?

Videos are extremly helpful for our developers to understand the issue. This helps us to resolve your issue faster.
  1. 1.
    Open the page https://schneidergeo.atlassian.net/servicedesk/
  2. 2.
    Select whether the error is in the "GUIBO ISSUE" system or on your "APP ISSUE" app. 
  3. 3.
    Now add all relevant information. Please make sure that you describe the problem as precisely as possible. This means a step-by-step explanation of the previous steps until the problem occurs. 

Windows video recording

Here you can choose between 3 variants:
  • Xbox Game Bar (vorinstallierte Windows Programm) für Windows 10 / Windows 11 
  • VLC Media Player
  • Wondershare Demo Creator
APPLICATION Xbox Game Bar (Windows 10/11)
In the bottom left of your search bar, type "Xbox Game bar" and open the program. Check in your settings under "Play" that you have activated Xbox Game Bar. 
  1. 1.
    Open the menu (see picture) and select "record" or go to direct video recording using the Windows key + Alt + R key combination. 
  2. 2.
    To start and stop video recording use the button with the dot in the center (see the picture) or the Windows key + Alt + R key combination.
  3. 3.
    Tip: You can additionally activate your microphone function during the video and tell us your problem while recording the video.
  4. 4.
    You can find your video recordings under "Show all recordings" or in your user account under Videos. The video can now be attached to the ticket like a screenshot. Explanations can be found under "Description of a ticket creation with screenshot".
APPLICATION VLC Media Player (Windows / Mac)
If you are not yet using VLC Media Player on your device, you can download this program free of charge at https://www.vlc.de/.
  1. 1.
    Open the program and click "Media" in the upper left corner. Then select "Open Recording Device". 
  2. 2.
    Switch to "Desktop" on "Capture Mode" and select the desired frame rate. 30 or 60 FPS will ensure good image quality. 
  3. 3.
    Click the small down arrow at "Playback" and select "Convert".
  4. 4.
    Under "Destination file" you can select in which directory and under which name your screen video should be saved. 
  5. 5.
    As soon as you click "Start", your screen capture will begin.  
  6. 6.
    To stop recording, click the "Stop" icon in VLC Media Player. 
APPLICATION Wondershare DemoCreator (Windows / Mac)
If you are not yet using Wondershare DemoCreator on your terminal device, you can download the trial version of the program free of charge at https://dc.wondershare.de/ad/best-screen-recorder-brand.html?gclid=CjwKCAjwuYWSBhByEiwAKd_n_vWbJzlLu4DEPxSi9mbi0IOskJmBcwQlvIJI1rebD3alhRT_exhi3BoCrZYQAvD_BwE.
  1. 1.
    Open the program and select "Capture screen". 
  2. 2.
    Now you can mark the screen section you would like to send us.
  3. 3.
    Über den “Aufnahmeknopf” starten und beenden Sie die Aufzeichnung.
  4. 4.
    This will be opened automatically in a separate window after the video is finished after a few seconds. Now you can use the "Quick export" to specify the name and location of the video and view it with "Open folder" or attach it to the ticket.