Photo and video documentation

Pictures and videos are essential for effective troubleshooting. When one of our agents assists you with an issue, they often rely on these to better understand the problem. Additionally, photo and video documentation is part of our warranty terms.

To ensure the process runs smoothly, we’d like to share some advice and guidelines for capturing and sharing photo and video content.

Guidelines for Capturing Photos and Videos

Focus on Your Specific Machine
When troubleshooting, it’s essential to provide photos and videos of your specific machine. Reference pictures or screenshots, such as those from assembly manuals or online forums, are not helpful. We need to see your machine to properly assess the issue, as even small nuances can make a big difference. For example, a statement like "The pictures in the third post of this forum thread look exactly like my issue" is not sufficient for effective troubleshooting.

Ensure Good Lighting and Focus
Make sure your photos and videos are well-lit and in clear focus before sending them. On smaller screens, it can be hard to notice when important details are missing, so zoom in to confirm the clarity. Use your camera’s flash if needed, as long as it doesn’t cause the image to become overexposed.

Avoid Extreme Close-ups
While general shots of areas such as the “extruder” or “frame” are often needed, modern smartphone cameras offer enough resolution to capture detail without requiring extreme close-ups. In most cases, close-ups only result in the need for additional photos. Ensure the subject is well-lit and visible in its entirety.

Shoot Video in Landscape Orientation
Always record videos in landscape orientation. Recording in portrait mode significantly reduces the resolution when viewed on a standard landscape monitor, which may obscure important details needed for troubleshooting. By shooting in landscape, you ensure we can see the full picture clearly.

How to Share

Use a Cloud Service of Your Choice
Both email and Live Chat have a 10 MB data limit, so we recommend using cloud services such as Dropbox, Imgur, or YouTube to share your files with us.

Google Drive and YouTube
If you use Gmail, you already have access to both Google Drive and YouTube, which are excellent options for sharing larger files.

• YouTube: There are many simple guides available online for uploading videos to YouTube. We recommend this clear and concise guide from Wix:
  How to Upload Videos to YouTube

• Google Drive: After uploading your file, right-click on it and select “Get shareable link.” In the dialog box that appears, ensure the setting “Anyone with the link” is selected to make the file accessible.