Articles on: More
This article is also available in:

Creating Screen Recordings for Support


Use of Screen Recordings

A screen recording shows a problem or question directly on the screen and allows support staff to understand the process without needing lengthy descriptions. A recording is especially helpful when a problem is difficult to describe in words, occurs only under certain conditions, or involves multiple steps. To ensure your recording is informative, we recommend the following:

  • A short clip showing only the relevant sequence of events
  • Start with the initial situation so that it is clear where the problem arises
  • Error messages that remain on the screen until the end


Before recording, it is recommended that you close any unnecessary windows and temporarily turn off device notifications to prevent any confidential content from being recorded. When audio recording is enabled, ambient noise and conversations will also be recorded.


For more information, see the following section: Submission to Support.


Screen recording, screen capture, screen video, video for support, recording an issue, demonstrating an error, describing an error via video, recording for a support request, data protection during recording, audio recording, guide to screen recording

Screen Recordings with Windows

With Windows 11, a screen recording can be created using the built-in Snipping Tool without any additional software. This allows you to capture any screen area of your choice—for example, just the browser window displaying buildagil.


  • Open the Snipping Tool or press the Windows + Shift + R keyboard shortcut
  • Select the division you want to capture
  • Start the recording and execute the desired sequence
  • Stop recording and save the file


For more information, see the following article: Microsoft Support: Snipping Tool.


Screen recording on Windows, Screen recording on Windows 11, Snipping Tool video, Snipping Tool recording, Windows + Shift + R, Create a screen video, Record the screen, Recording feature missing, Screen recorder on Windows, Record video on Windows 11

Screen Recordings with macOS

On a Mac, screen recording is built into the operating system, so no additional software is required. You can record the entire screen or a custom selection, such as just the browser window with buildagil. By default, the recording is saved as a MOV file on the desktop.


  • Press the Shift + Cmd + 5 keyboard shortcut to display the screenshot toolbar
  • Choose whether to capture the entire screen or a selected area
  • Start the recording and execute the desired sequence
  • Stop recording by clicking the stop icon in the menu bar or by pressing Control + Cmd + Esc


For more information, see the following article: Screen Recording on a Mac.


Screen recording on Mac, screen capture on macOS, record screen on Mac, Shift + Cmd + 5, create a screen video on Mac, film screen on Mac, stop recording on Mac, MOV file, record video on Mac, screen recording with audio on Mac

Screen Recordings on iPhone & iPad

On the iPhone and iPad, screen recording is built into the operating system and can be started from the Control Center. This is useful when a problem occurs directly on the mobile device.


One-time setup

  • Open the “Control Center” division in Settings
  • Tap the green plus sign under “Screen Recording”


Recording

  • Open the Control Center: On devices with Face ID, swipe down from the upper-right corner; on devices with a Home button, swipe up from the bottom edge
  • Tap the screen recording icon; recording will begin after a short countdown
  • Perform the desired execution
  • Stop recording using the status bar marked in red or, alternatively, using the icon in the Control Center
  • The photo is automatically saved in the Photos app and can be sent to support from there


For more information, see the following article: Screen Recording on iPhone & iPad.


Screen recording on iPhone, Screen recording on iPad, Record screen on iPhone, Control Center screen recording, Enable screen recording, Create a screen video on your mobile device, Record with audio on iPhone, Video in the Photos app, Record screen on iPhone, Stop recording on iPhone

Screen Recordings on Android

On Android devices, screen recording is built into the operating system and can be launched from the Quick Settings panel. This is useful when a problem occurs directly on the mobile device.


  • Open Quick Settings by swiping down twice from the top of the screen
  • Tap the “Screen Recording” tile
  • Perform the desired execution
  • Stop recording via the status bar or the notification
  • The recording is then saved on the device and can be sent from there to support


The built-in screen recording feature has been available since Android 11. The name and appearance of the feature may vary by manufacturer; on Samsung devices, for example, it is called “Screen Recorder.” If the tile is not visible, you can add it to Quick Settings by tapping the edit icon.


Screen recording on Android, Screen capture on Android, Record smartphone screen, Samsung screen recorder, Quick Settings for screen recording, Screen recording with audio on Android, Tile missing, Create a screen video on a mobile device, Record video on Android, Stop recording on Android

Submitting a Request to Support

To help support quickly identify an issue or behavior, you can send the recording directly in the chat or via email to support@buildagil.com. If the file type is not accepted or the file cannot be delivered due to its size, the recording can be uploaded to buildagil and sent externally. For more information on sending files externally, see the following article: Sending Documents to External Contacts. Alternatively, the file can be shared using another file-sharing tool such as Swisstransfer.


Send screen recording, send screen recording to support, send video to support, MP4, file size, file too large, file type not supported, upload in chat, support@buildagil.com, external sharing, Swisstransfer, file sharing, send video via email

Updated on: 10/11/2026