Steps to Report an Issue: Screen Recording, URL, Device, Browser, and Email Information

Information to Provide When Contacting JoVE Support

To help us resolve the issue efficiently, please include the following information when reaching out to support@jove.com. Providing these details allows us to understand exactly what you are experiencing and replicate the issue on our side.

1. A Screen Recording or Screenshots Showing Step-by-Step Behavior

Why: This helps us see exactly what you are seeing and where the issue occurs.

Guide on how to Record Your Screen:

Windows

  1. Press Windows + G to open the Xbox Game Bar.
  2. A small menu will open
  3. Look for a button that says “Capture”
  4. Click the Record (●) button to start recording.
  5. Reproduce the issue.
  6. When done, click Stop (■)
  7. Click Stop when finished. Your video will be saved under Videos → Captures.

Alternative tools: Loom, OBS Studio, or ShareX can also be used.

You can also use a free app called Snipping Tool (new versions)

  1. Press Windows key + Shift + S
  2. Choose Screen Recording (video icon)
  3. Select the area you want
  4. Click Start
  5. Click Stop when done

MacOS

  1. Press Shift + Command (⌘) + 5 to open the Screen Capture toolbar.
  2. A menu will appear at the bottom
  3. Select Record Entire Screen or Record Selected Portion.
  4. Reproduce the issue.
  5. To Stop:

    • Click the Stop button at the top right

      OR

    • Press Command (⌘) + Control + Esc
  6. The video will save to your Desktop by default.

Mobile Devices

  • iPhone/iPad:
    1. Go to Settings → Control Center → Add “Screen Recording”.
    2. Swipe down from the top-right corner → tap Record.

    3. Reproduce the issue → tap Stop when done.

       

  • Android:
    1. Swipe down twice from the top → tap Screen Record.
    2. Start recording → reproduce the issue → tap Stop when done.

 

If recording is not possible, please attach clear screenshots showing each step.

2. The Direct URL You Are Attempting to Access

Please copy and paste the exact link from your browser’s address bar.
Example:

This helps us test the same page you are viewing.

3. The Type of Device You Are Using

Specify the type of device, including the brand and model. Examples:

  • Mobile phone (e.g., iPhone 15 Pro)

  • Tablet (e.g., Samsung Galaxy Tab S9)

  • Laptop (e.g., Dell XPS 13)

  • Desktop

4. The Browser Name and Version

Include both the browser name and version number, for example:

  • Chrome 117

  • Firefox 118

  • Safari 17

  • Edge 118

How to find this information:

  • Chrome / Edge: ⋮ → Help → About Google Chrome / Microsoft Edge

    image - 2026-01-20T225853.395.png

  • Firefox: ≡ → Help → About Firefox

    image - 2026-01-20T230331.101.png

  • Safari: Safari → About Safari from the menu bar

    Screenshot 2026-01-20 at 9.54.06 AM (1).png

5. The Email Address You Are Using

Kindly provide the email associated with your JoVE account or the one used to register.
Preferably use your institutional or organization email (e.g., yourname@university.edu).


6. For IP-Based Login

If you are accessing JoVE via IP authentication, please also include:

  • Physical location (on campus / off campus)
  • Whether you are using an institutional VPN
  • Your current IP address