How to record a bug reproduction for customer support

A support team can often solve a problem faster when they can see the steps that cause it. A short screen recording can show what you clicked, what you expected, and what happened instead. It also gives the team details that are easy to miss in a written description.

Use the browser-based Screen Recorder to capture a screen, window, or browser tab. Plan the reproduction first so the video stays focused and does not expose passwords or unrelated information.

Record the bug clearly

1. Open the Screen Recorder on a computer. It does not work on phones. Decide which page or app you need to show, and close unrelated windows and private tabs.
2. Choose the screen, window, or tab that contains the problem. The browser will show a screen-sharing picker. If the bug happens in one browser tab, capturing that tab can keep other open pages out of the recording.
3. Allow microphone or camera access if you want to narrate or appear on camera. These are optional. A quiet voice explanation can help, but the cursor and visible steps should make sense without it too.
4. Start recording, then reproduce the problem once at a normal pace. Show the starting point, each click or key action, and the result. Pause briefly when the error appears so the support team can read it.
5. Stop the recording when the result is clear. Review the clip before sending it, then save it on your device and attach it only through the support channel you intend to use.

Keep the clip focused on one issue. If you need to show two separate problems, record two short videos and label them clearly rather than combining unrelated steps into one long take.

Choose what to include

Capture a browser tab for a website problem

A tab recording is usually a good fit when the issue occurs on a website. It keeps the browser view central and may let you include tab audio when the browser offers that option. Check the sharing picker carefully, because available audio choices differ by browser and device.

Capture a window for an app problem

Choose the app window when you need to show a desktop program. This limits the view to that window instead of the full desktop, although menus or dialogs that open separately may not appear in the capture. If the issue depends on switching between windows, record the full screen instead.

Capture the full screen when context matters

Use the full screen when the bug involves moving between apps, displays, or system dialogs. This gives support more context, but it can also reveal notifications, open documents, or other information. Clear anything private before recording.

Add narration only when it helps

A brief explanation can identify the expected result, especially if the screen does not make it obvious. Say what you are trying to do, describe what you expected, and point out what happened. Do not read account numbers, passwords, private messages, or customer records aloud.

Fix common recording problems

1. Check the browser's screen-sharing permission. When prompted, choose the screen, window, or tab you mean to share. If the browser did not show the picker, stop and start the capture again. On macOS, check System Settings › Privacy & Security › Screen & System Audio Recording and allow the browser if it is listed. The setting name can vary by macOS version.
2. Allow microphone access if narration is silent. Check the microphone permission in the browser's site controls, then reload the page and try again. On Windows 11, go to Settings › Privacy & security › Microphone and allow microphone access and desktop app access. On macOS, go to System Settings › Privacy & Security › Microphone and allow your browser.
3. Make the steps easier to follow. Move the pointer deliberately and wait a moment after each important action. If a small message is hard to read, increase the app's zoom before recording, as long as doing so does not change the behavior you are trying to show.
4. Remove interruptions before another take. Turn on Do Not Disturb or another focus mode, close unrelated apps, and hide sensitive information. A notification appearing over the bug can make the clip confusing and may disclose private details.
5. Try a different capture area if something is missing. A tab capture may omit activity outside that tab. A window capture may not include a separate dialog. Switch to full-screen capture when the bug depends on that wider context, then check the recording for information you did not mean to show.

Protect private information before sending

Review the recording from beginning to end. Check the address bar, bookmarks, open tabs, desktop icons, notifications, account names, and any information visible when you switch windows. If you spot something sensitive, make a new recording after removing it. Do not assume that cropping or hiding a detail in the player will remove it from the original file.

Screen Recorder runs in your browser, and recordings stay on your device unless you choose to send them. Share the clip through the support team's requested channel, and include the steps to reproduce the issue in text so the team can try it without relying on the video alone.