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These settings will ensure that the correct file type is used, and that the file isn't massive when it's time to pull it from your screen.
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5. Run the Screen Recorder (4 hours MAXIMUM)
You will now want to click "Start Recorder" to Start the recording. KEEP IN MIND that this recording will work for 4 hours. So after 4 hours of recording, you will want to STOP the recording by double-clicking the icon again, closing the video that pops up, and clicking "Start Recording" again.
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6. Open the Console Window and Resize to your Liking
In order to ensure we capture the correct information when the issue pops up, once you are logged in to the agent interface, you will want to hit CTRL + SHIFT + J to pull up the console window. You can resize this window by hovering the mouse over the near side of the console until the mouse changes to a double-sided arrow, and click and drag the menu towards the side of your screen to make it smaller. You just want to make sure that this console window is visible, so that we can pull the recording and see the console errors that pop up!
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7. What to do When the Issue Comes up
Make sure that you look at the clock to determine the time the issue took place. Then, click the "Chat Now" button at the bottom corner of the screen, and let a support agent know that you have captured an issue on recording. Let the agent know what the issue was and what time it happened, and they can pull the recording to view the issue taking place.