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. Click the Record (●) button to start recording.

  3. Reproduce the issue.

  4. Click Stop when finished. Your video will save under Videos → Captures.

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

MacOS

  1. Press Shift + Command + 5 to open the Screen Capture toolbar.

  2. Select Record Entire Screen or Record Selected Portion.

  3. Reproduce the issue.

  4. Click the Stop icon on the menu bar. 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:

https://www.jove.com/account/register

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).