1. Use Photos or Screenshots – The Most Powerful Tool You Have
When it comes to helping technicians understand your problem quickly and accurately, photos and screenshots are invaluable. They provide visual proof of what you’re experiencing, eliminating confusion caused by trying to describe complex issues in words.
Here’s why this tip is the most important:
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Exact error messages: Instead of trying to remember or type out an error message, a screenshot or photo captures it perfectly. Technicians can look up the exact message and know immediately what’s wrong.
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Visual glitches or strange behaviour: Sometimes the problem is something you can’t easily explain — like flickering screens, distorted images, or unusual pop-ups. A picture shows it exactly as it happens.
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Step-by-step evidence: If the problem occurs after you perform certain steps, capturing screenshots at each stage can help the technician understand the sequence and pinpoint where things go wrong.
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Save time: This reduces back-and-forth questions and guesswork, getting your issue resolved faster.
How to take and send screenshots or photos:
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On Windows, press PrtScn or Windows + Shift + S to take a screenshot.
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On Mac, press Command + Shift + 4 to select an area to capture.
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On smartphones, usually press the power + volume down buttons together.
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Use your phone camera to snap pictures of error messages or odd screens on other devices.
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Send these images via email or messaging apps when contacting support.
Don’t hesitate to use this simple but effective method — it’s one of the best ways you can help technicians help you.
2. Be Ready to Explain What You Were Doing
Technicians need context. When you call or message for help, start by explaining:
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What you were trying to do (e.g., “I was trying to open an email,” or “I wanted to print a document”)
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Which program or device you were using (e.g., “Using Microsoft Word on my laptop”)
Even if you don’t know the exact names, describe what you see on the screen or what the device is.
3. Describe the Problem as Simply and Clearly as You Can
Use plain language — don’t worry about technical terms. Some helpful phrases include:
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“The screen freezes”
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“I get an error message”
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“The computer won’t turn on”
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“It’s very slow or keeps crashing”
If you see an error message, try to read it out exactly or take a photo with your phone to send to support.
4. Note When the Problem Happens
Tell the technician if the problem:
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Happens all the time or only sometimes
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Started recently or has been going on for a while
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Occurs when using certain programs or after specific actions
For example: “It only happens when I open my email,” or “It started after I installed an update.”
5. Be Honest About Any Recent Changes
Technicians appreciate knowing if you:
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Installed new software or apps
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Changed any settings or passwords
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Connected new devices like printers or USB drives
Sometimes these changes can cause unexpected issues.
6. Share Your Device and Software Details
If you can, provide:
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The type of device (e.g., Windows PC, Mac, smartphone)
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The operating system version (like Windows 10 or iOS 15)
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The program or app where the problem occurs
If you don’t know, don’t stress—support can guide you to find this information.
7. Stay Patient and Follow Instructions Carefully
Sometimes, technicians will ask you to try certain steps or check settings. Follow their instructions as best as you can, and don’t be afraid to ask them to repeat or explain things slowly.
8. Avoid Guessing or Making Assumptions
It’s common to think you “broke” something or guess what caused the problem. Instead, focus on describing what actually happened or what you saw, and leave the diagnosis to the experts.
9. Keep a Record of What You’ve Tried
If you’ve already tried restarting your device, unplugging cables, or updating software, tell the technician. This avoids repeating steps and speeds up the fix.
Final Thoughts
You don’t need to be a computer expert to get great tech support. By describing your problem clearly and patiently, and most importantly by sharing photos or screenshots, you make it easier for technicians to help you — meaning less stress and faster solutions.
If you’re unsure, just be honest and focus on what you see and do. Australian tech support teams are experienced in helping people from all levels of comfort with technology.
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