The absolute best way for us to help you is for you to know how to take and share a screenshot with us. We have found that it is so much better than even talking on the phone. We have the most success in helping our customers when they are having trouble if they will share screenshots of their settings or what they are seeing with us.
You can take screenshots in a couple of different ways.
1. Screenshot your entire viewable screen by pressing the "PrntScr" (stands for Print Screen) button on your keyboard. It's normally up at or near the top of your keyboard.
It will copy the image to your clipboard so all you have to do is "paste" it into the program you need, an email to us, etc. (to paste the image, press "Ctrl" and "v" or choose "File" then "Paste" in the menu)
2. Use Snip & Sketch program to get just part of the screen. It should be on your computer already. Just search for that name and it should show up in the results or you can find it in your start menu under the "S" section.
The easiest way to do this is to press these three buttons at the same time:
Windows Key, the Shift key, and the "s" key. If you press those three at the same time, your screen will darken and your cursor will turn into a + and you will be able to draw a rectangle around the area you want to take a picture of. You can change that option to "freeform" drawing or windows snip or full screen snip with the options that show up at the top of the screen.
Once you get your screenshot taken, it will be copied to your clipboard to be pasted where it's needed or you can click the image that pops up in the lower corner for more options (such as if you want to save the image instead of pasting it somewhere).
Here's a link to Apple's article on how to take a screenshot on a Mac computer:
If all that makes you nervous: Take a picture with your phone if needed! We don't judge. The thing that helps us help you the most is being able to see your screen no matter how the screenshot or picture gets to us. You can email it to us through the helpdesk ticket system, you can add it to a chat window when the chat is available, or you can text it to us if you are communicating with us through text.