We’re constantly working to make your iPaper experience easy and intuitive, but should you ever run into a challenge, our Support team is here to help!
In order to best help you, we appreciate it if you can share your experience directly, either by capturing screenshots, or video of the challenge at hand. However, there are a few things to consider when providing us with screen captures.
📖 This guide explains:
What file types are allowed
When creating screen captures for our Support team, we allow the following formats:
Image file types:
.GIF
.JPG/.JPEG
.PNG
.HEIC
Video file types:
.MOV
.MP4
What file types we do not allow, and why
For security reasons, we have to disallow certain file types. This is primarily to protect you, our customer, and the integrity of your data in our infrastructure:
.ZIP files are blocked as they are notorious malicious code deliverable mechanisms.
It is simply too risky to allow them into our Help Desk, as these could be opened by mistake and inadvertently execute malicious code, which can end up compromising customer data, or affecting system stability.
.WEBM video files and .WEBP image files are blocked as they are both capable of containing malicious code that run on open.
How to optimally capture and create your videos and images
When troubleshooting a challenge with the Support team, it's invaluable to us if we can see exactly how you are experiencing the challenge. Providing image captures, or video recordings of your experience is the best way for us to understand the task at hand, and to ensure that we can provide you with the right information, quickly.
Capturing images
Using the PrtScn button on your keyboard, will capture a full image of your entire desktop on most devices.
Alternatively, you can use the Snipping tool to take a screen capture of a specific part of your desktop, such as a web browser.
Windows: There are a number of ways to access and use the Snipping tool on a Windows device. Learn how, here.
Mac: You can use various keyboard shortcuts on your Mac to take pictures of the screen. Learn how, here.
These can be saved locally to your desktop, the iPaper Media Library, or a CDN and either attached to your conversation with our Support team.
⚠️ You cannot attach screenshots directly in the body of emails sent to our Help Desk because when attachments are uploaded, they become linked attachments. This is the standard treatment for email and message deliverability purposes.
For incoming emails, there is a size limit of 20MB including attachments.
Capturing video
Using video to give context to the challenge you are facing is by far the most effective way of helping us to help you.
Please capture video in either .MP4 or .MOV formats, as these are fully supported by our Help Desk and can be uploaded directly into the messenger by dragging and dropping the video into it from your device.
If you are not able to capture video in these approved formats, please consider the following:
Upload video to Media Library, and share the link in chat
The Media Library supports the .WEBM format, so if you can create videos in this format, you can upload them to the Media Library of iPaper account. From here, you can right-click the video and get its shareable URL, which you can include in your Support conversation.
Upload the video to a filesharing service, and share the link
You can also upload your .WEBM video file to a file sharing service you already use in your business, and share the link in your Support conversation.
Remember to ensure that your video is viewable outside your organization!Use a third party service, that allows you to create and share videos via link