Manual Screenshot

To provide an image of your full computer screen  select and hold down the ‘Ctrl’ key and then the ’Print Screen‘ key (located in the upper right corner of the keyboard).

For an image of a single window within your screen select and hold down the ‘Alt’ key and then the ‘Print Screen’ key   

Next, open a text or image editing program such as Microsoft Word to ‘paste’ and save the shot you’ve just created,.  Once the program has opened select and hold down the 'Ctrl' key and then hit the “V” key. Verify that this is the image you wish to send and then save the document to your computer.  Log into Account Management and select the Message Center from where you can create a new web ticket and attach your document.

TWS Screenshot / Log File

Traders using the TWS software can use the keyboard combination Ctrl + Alt + H to create a snapshot of their TWS screen and upload their log file for the current day.

A window will appear allowing the trader to enter text and check the screenshot box to include an image of the computer screen.

After pressing submit, the following window will appear to acknowledge that the files have been uploaded.

Notes:

• Customer service does not monitor these uploads during the day so be sure to communicate with the customer service desk prior to uploading files relating to a current issue.
• Traders behind a firewall or proxy may be unable to upload log files and screenshots using the TWS method.