The most common reasons that you may not get the help you need as fast as possible is that we must first understand exactly what is happening so we can respond effectively. When information is unknown in support requests, it can cause your case to be passed to other support agents, or requires us to reach out for more information. This can draw out the support process. We want to provide the very best support in a timely fashion.
Sometimes the best way to show what's happening is through a video. If we can see what you see, we can usually know exactly what to do! Of course, sometimes it's something we haven't seen before. In that case, we escalate it to our development team. Likewise, if they can see the issue quickly, it results in faster fixes and updates to the app that benefits everyone! Let's take a look at how you can capture a video of your iPhone or iPad screen.
Enable Screen Recording
To get started, it's best to add Screen Recording to the Control Center on your device. Control Center is where you can quickly change your phone settings like toggling WiFi or Bluetooth and is accessed on the latest versions of iOS and iPadOS by swiping down from the upper right corner, starting from off the screen. Screen recording is not present here by default.
To enable this, go into the Settings app from your Home Screen. Then choose Control Center, located below the General option. This screen will display Included Controls as well as More Controls. Locate Screen Recording from the More Controls list and then tap on the + button to add it to the Included Controls list. You can then use the reordering handles on the right side to place the option where you would like. Moving options to the bottom of the list will place them further to the right, or into additional rows in the control panel. When done, go back to the Home Screen and open OnSong to begin recording.
Recording the Screen
To record the screen, swipe down from the upper right corner of your screen to view the Control Center. The Screen Recording option that you had selected should now appear at the bottom of the Control Center panel (left). Press and hold this option to view additional options (right) such as where the video file should be saved. You can also enable the microphone. Doing this will allow you to speak and provide instructions if desired. Any audio played on your device will automatically be recorded.
To begin recording, tap on the recording button (solid circle). iOS/iPadOS provides a 5 seconds countdown before the screen begins to be recorded. While recording, you'll notice a red marker in the status bar of your device. When you're done recording, tap on this red button to stop recording. Your video will be saved to the Photos app.
Sending the Video
You can send this video to us by replying to a help desk case and attaching the video as a file attachment in the email program of your choice. Short videos should send without issues. If you are experiencing issues sending larger file attachments, try to upload the video to YouTube as an Unlisted video and then respond with the YouTube link. Keep in mind that you can share your video and do much of this from within the Photos app by navigating to your video and tapping on the Share icon (the square with an up arrow) and then choosing the method you wish to use.