Our team may request a screenshot to investigate and understand your query clearer. If you require assistance with taking a screen capture, follow the below steps;
If on your keyboard you simultaneously press the Windows key and the PrtScn button, you will save a capture of your screen to your Pictures > Screenshots folder.
Taking a screenshot on macOS is similar to Windows. You will need to simultaneously press Shift, Command, and 3. Your capture will then be saved to your desktop.
You will need to hold the Power and Volume down buttons simultaneously. If this doesn't work, press and hold the Power button for a few seconds and tap on Screenshot.
You will need to hold the Power and Volume Up buttons simultaneously.