Getting the Most Out of Support

If you need help with one of my products, I’ll be happy to assist. However, you can make the process faster and more painless for both of us by looking at these tips:

• Search the support section. Chances are good that if you’re having a problem, someone else has had it too. I try to note common problems in the support section of this website, which you can search from here:

• Send screenshots where appropriate. A picture is often worth a thousand words. If you’re seeing an error message or any sort of visible problem, a screenshot will give me some vital context.

• Be precise. If your question or explanation is vague, I’ll have to ask you for specific details, so you can save some time by being specific in the first place. For example, tell me the product, and the specific version of the product, that you’re having trouble with. When it comes to explaining a problem, it’s often better to use too many words than too few.

If you’ve covered these and you still need help, then don’t hesitate to email me and I’ll do my best to respond within one business day (modulo Canadian holidays).

Here’s how to take a screenshot…

…on the Mac

To take a screenshot of the whole screen, press ⇧⌘3.

To take a screenshot of a section of the screen, press ⇧⌘4 and select the area you want a screenshot of.

To take a screenshot of a single window, press ⇧⌘4, then press the spacebar, then click the window you want to take a screenshot of.

In each case, the screenshot will be saved to a new file on your desktop. If this is the first screenshot you’ve taken, it will be called “Picture 1.png”.

…on the iPhone/iPod Touch

Hold down the home button and sleep/wake button at the same time, then release them both at the same time.

The screenshot will be saved to the “Saved Photos” album in the Photos application on your iPhone/iPod Touch. From there you can email it directly, or alternatively you can import it into iPhoto with your next synch with your Mac.