Troubleshooting

Michal Michal Krejčí
5. September 2025

If you encounter an issue in the Boldem app that isn’t covered in the help, or if you notice unexpected behavior or performance problems, contact customer support. You can reach support in several ways:

To help us assist you as much as possible, please attach screenshots (or, ideally, a screen recording) of the issue. This will help our support team understand and resolve your problem faster.

In this document you will find instructions on how to take screenshots and record videos directly in the operating system without installing third-party apps.

Taking a screenshot

Below are instructions for taking a screenshot on various operating systems.

Windows 10/11

  1. Full screen: Press the Print Screen key (sometimes labeled PrtScn). The image is saved to the clipboard – paste it into an email using the keyboard shortcut Ctrl + V.
  2. Active window only: Press Alt + Print Screen. The image of the active window is saved to the clipboard – paste it with Ctrl + V.
  3. Screen snip: Press Windows + Shift + S, then select the area with your mouse. The image will be saved to the clipboard.
  4. Automatic save: Press Windows + Print Screen. The image will be saved to the Pictures > Screenshots folder.

A screenshot copied to the clipboard can always be pasted into Paint and saved as a file, which you can then attach to an email or chat.

macOS

  1. Full screen: Press Command (⌘) + Shift + 3. The screenshot will be saved to your desktop.
  2. Selected area: Press Command (⌘) + Shift + 4 and drag to select the area. The image will be saved to the desktop.
  3. Specific window: Press Command (⌘) + Shift + 4, then press Spacebar and click the window.

Linux

  1. Full screen: Press the Print Screen key. The image will be saved to the Pictures folder.
  2. Active window only: Press Alt + Print Screen. The image is usually saved to the Pictures folder.
  3. Screen snip: Press Shift + Print Screen or use the Screen selection tool, if available.

iOS (iPhone/iPad)

  1. Face ID devices: Press the power button and the volume up button at the same time. The screenshot will be saved to the Photos app.
  2. On devices with Touch ID: Press the power button and the home button at the same time. The screenshot will be saved to the Photos app.

Android

  1. Modern phones: Press the power button and the volume down button at the same time. The screenshot will be saved to the gallery.
  2. Older devices: Use the combination of the power button and the home button, if available.
  3. Alternatives: Some phones let you take a screenshot with a gesture — swipe your palm across the screen (Samsung) or use the quick settings menu.

Recording a video

In many cases, it’s helpful to attach a short video to your support request. There are countless screen-recording programs—use the one you prefer, or follow the steps below that summarize how to record video on different operating systems without installing additional software.

Windows 10/11

  1. Press the keyboard shortcut Windows + G.
  2. In the top bar, click the Start recording button (circle), or use the keyboard shortcut Windows + Alt + R.
  3. To stop recording, click the Stop recording button (▮) on the floating panel.
  4. The video is automatically saved to the folder Videos > Captures (Captures).

Note: This method can only record the active window of an open application, not the desktop or File Explorer.

Alternative recording options on Windows:

PowerPoint can record the screen quite well, including a selected area. This can be handy if you want to add a voiceover to the video. You can export the recording from PowerPoint as an .mp4 file. For longer recordings, expect larger file sizes, so it’s better suited for shorter clips given the 60 MB attachment limit in Azure DevOps.

macOS

  1. Press Command (⌘) + Shift + 5 to open the screenshot tool.
  2. Select the Capture full screen icon or the Capture selected area icon.
  3. Click the Upload button.
  4. Click the Stop button (▮) in the top menu or press Command (⌘) + Control + Escape.
  5. The video will be automatically saved to your desktop.

Linux (GNOME Desktop Environment)

  1. Press Ctrl + Alt + Shift + R. A red recording indicator will appear in the top-right corner.
  2. To stop recording, press Ctrl + Alt + Shift + R.
  3. The video will be saved to the Videos folder in webm format.

Note: The built-in tool may have a recording time limit (e.g., 30 seconds). For longer recordings, you may need to increase the time limit in the system settings.

iOS (iPhone/iPad)

  1. Add the tool to Control Center (if it’s not already there):
    • Open Settings > Control Center.
    • Tap the green + button next to the Screen Recording item.
  2. Start of recording:
    • Open the Control Center:
      • iPhone with Face ID: Swipe down from the top‑right corner of the screen.
      • iPhone with Home button: Swipe up from the bottom of the screen.
    • Tap the Screen Recording icon (a circle inside a circle).
    • After a 3-second countdown, recording will start.
  3. End of recording:
    • Tap the red bar or the red clock icon at the top of the screen.
    • Confirm by tapping Stop.
  4. The video is automatically saved to the Photos app.

Android

  1. Swipe down from the top of the screen once or twice to view Quick settings.
  2. Look for the Screen Recording icon (it may look like a camera or a screen with a circle).
    • If you don’t see it, you may need to add the icon by tapping Edit or the pencil, then dragging the icon into Quick settings.
  3. Tap Screen recording.
    • A prompt to allow audio recording or to show touches may appear — adjust as needed.
    • Tap Start or wait for the countdown.
  4. End of recording:
    • Tap Stop in the recording notifications or on the floating button.
  5. Saving the file:
    • The video is automatically saved to the gallery or the Photos app in the Screen Recordings folder.

Note: The procedure may vary slightly depending on the manufacturer and Android version. Some older devices may not have a built-in screen recording feature.

Share video recording

Because video recordings are usually tens or even hundreds of megabytes, they can’t be attached to an email or chat. Therefore, we recommend uploading the video online using one of the methods below and sharing only the link with customer support:

Sharing a video via Streamable

To share a screen recording, you can use the free service Streamable.com. It lets you easily upload and share videos without signing up.

  1. Open your web browser and go to https://streamable.com.
  2. On the home page you’ll see a field labeled Upload video for free.
    • Option 1: Drag your video file directly into this field.
    • Option 2: Click the field and choose a file from your computer using the file dialog.
  3. Uploading will start automatically.
  4. Please wait while the video uploads and is processed. Processing time depends on the file size and your internet connection speed.
  5. After the upload completes, you’ll be redirected to your video page.
  6. Click Copy link to copy the video URL (e.g., https://streamable.com/abcd1234).
  7. Open the email or chat window where you’re communicating with customer support and paste the copied video link into the email or message.
  8. Add any comments or explanations for the video, if needed.

Important notes:

  • Privacy: Keep in mind that anyone with the link can view your video. If the video contains sensitive information, make sure you share the link only with customer support.
  • Video availability: Streamable.com may limit how long the video is available. We recommend contacting our support team as soon as possible after uploading.
  • No registration required: You don’t need to sign up for Streamable, but creating an account lets you manage your videos (e.g., delete them or set them to private).

Share a video recording via Google Drive

  1. Go to drive.google.com and log in to your Google account, or create a new one.
  2. Select a folder or create a new one, drag the video file into it, and wait for the upload to complete.
  3. Right-click the file and select Share/Copy link.
  4. Send the link by email or paste it into the customer support chat.

Sharing a video via OneDrive

  1. Go to onedrive.live.com and log in with your Microsoft account.
  2. Select a folder or create a new one, drag the video file into it, and wait for the upload to complete.
  3. Right-click the file, select Share, then click Copy.
  4. Send the link by email or paste it into the customer support chat.

Special Cases

In specific cases when customer support cannot reproduce the reported issue or app behavior, a support agent may ask you to save and dispatch the so‑called cookies, or to record your activity using the tool jam.dev. This tool makes it easy to capture website errors and automatically attach useful information for developers. Procedures are described in the following chapters.

Important security tips:

  • Don’t disclose cookies publicly: Never share cookie files on public forums or with untrusted parties.
  • Delete file after use: After the issue is resolved, you can delete the cookie file from your device.
  • Password change: If you’re concerned about security, consider changing your password after the support session.

Google Chrome and Microsoft Edge

  1. Open your browser and go to the Boldem app.
  2. Press the F12 key or use the keyboard shortcut Ctrl + Shift + I (Windows) or Command + Option + I (Mac) to open the developer tools.
  3. In the top Developer Tools toolbar, click the Network tab.
  4. To ensure the data loads from the start, press Ctrl+F5 or click the refresh button.
  5. Perform the action as instructed by customer support, or reproduce the steps that lead to the issue you need to report.
  6. In the top-right corner of the Network panel, click the download icon (the downward-pointing arrow).
    • If you don’t see the icon, right-click in the network requests list.
    • Select the Save all as HAR with content option (Save all as HAR with content).
  7. Choose a location on your computer to save the file (e.g., network_log.har).
  8. Attach the .har file to an email or chat, or share it via a secure service and send it to our customer support.

Note: The HAR (HTTP Archive) file contains information about network communication, including cookies, requests, and responses. Providing this file will help our developers better understand the problem.

Mozilla Firefox

  1. Open Firefox and go to the Boldem app.
  2. Press F12, or use the keyboard shortcut Ctrl + Shift + I (Windows) or Command + Option + I (Mac) to open rate the developer tools.
  3. In the top toolbar, click the Network tab (Síť).
  4. Perform the action as instructed by customer support, or reproduce the steps that lead to the issue you need to report.
  5. On the Network screen, right-click and select Save all as HAR (Uložit vše jako HAR).
  6. Choose a location on your computer to save the file (e.g., network_log.har).
  7. Attach the .har file to an email or chat, or share it via a secure service and send it to our customer support.

Safari (macOS)

  1. Open Safari and go to the Boldem app.
  2. Enable the “Develop” menu (if not visible):
    • Click Safari in the top menu bar.
    • Select Preferences.
    • Go to the Advanced tab.
    • Check Show Develop menu in menu bar.
  3. Open developer tools:
    • Click on “Develop in the top menu.
    • Select Show Web Inspector or press Command + Option + I.
  4. Depending on your Safari version, click Storage or Resources.
  5. Select Cookies and the domain boldem.cz.
  6. Export cookies:
    • Unfortunately, Safari doesn’t have a built-in feature to export cookies.
    • You can manually copy the required information or use a third-party app if allowed.
  7. Information dispatch:
    • If you have obtained cookies, send them to our customer support via email or chat.

Upload diagnostic data using jam.dev

Note: This tool works best in Chrome.

  1. Open your browser and go to https://jam.dev.
  2. Click Get started for free in the top-right corner. A page with the Chrome extension will open.
  3. Click the Add to Chrome button or the equivalent for your browser.
  4. Follow the instructions to install the extension (Chrome, Firefox, and others are supported).

Create an account or login:

  1. After installing the extension, you can sign up with your email or log in if you already have an account.
  2. To save time, you can click the Continue with Google button and use your existing Google account to login.

Captured error:

  1. Go to the web page where the problem occurs.
  2. Click the Jam icon in your browser’s extension bar (the strawberry icon).
  3. Select the Record tab.
  4. Please wait for the recording to start.
  5. Perform the steps that cause the error.
  6. Stop the recording by clicking ▮ in the recording bar.
  7. The uploaded video will appear. Play it and verify that it shows the behavior you want to demonstrate.
  8. Click Create & copy link to copy the video link to your clipboard.
  9. Paste the link into the customer support email or chat.

Note: Jam.dev automatically captures technical details in addition to the screen, such as console messages, network requests, browser information, and other data needed for diagnostics.