Compatibility:

WebSite X5 Evo and Pro

Describing a problem in words is not always easy. An error message, a specific setting, or unexpected website behavior can often be much easier to understand through an image.


In the WebSite X5 Help Center, you can complete your support request by attaching screenshots and other useful files. This gives the Community and the support team more information to understand the situation and help you find a solution.


At a glance

To attach a screenshot or file to a support request:

  1. Prepare the screenshot or files you want to share.
  2. Sign in to the WebSite X5 Help Center.
  3. Open the Community section.
  4. Select Start a discussion.
  5. Describe the issue and add the attachments.
  6. Check that they do not contain sensitive information.
  7. Publish the discussion.


What information is useful to attach?

Attachments should help others better understand the issue. For example, you can add:

  • a screenshot of the error message;
  • an image of the WebSite X5 window where the issue occurs;
  • a screenshot of the website Preview;
  • an image of the website published online;
  • a document or file needed to reproduce the issue;
  • a ZIP archive containing multiple files.


When taking a screenshot, try to include the surrounding context. Capturing only a small detail may make it impossible to identify which Step, window, or section of the program you are using.


In the request itself, also include:

  • the edition and version of WebSite X5 you are using;
  • the steps you followed before the issue occurred;
  • the full text of any error messages;
  • the website address, if the issue is visible online;
  • the checks or tests you have already performed.


How to take a screenshot in Windows

The easiest way to capture only the part of the screen you need is to use the Windows Snipping Tool.

  • Open WebSite X5 or the page where the issue occurs.
  • Make sure both the issue and the elements needed to identify the current window or section are visible on the screen.
  • Press WINDOWS + SHIFT + S at the same time.
  • Choose the capture mode:
    • Rectangle, to capture a selected area of the screen;
    • Window, to capture an entire window;
    • Fullscreen, to capture everything displayed on the screen.
  • Select the part of the screen to capture.
  • Click the Windows notification to open the screenshot in the Snipping Tool.
  • If necessary, crop the image or highlight the relevant area.
  • Save the file with a clear name, for example export-error.png.


Windows automatically copies the screenshot to the clipboard and lets you open it in the Snipping Tool to edit and save it.


#tip - Avoid reducing the image size too much. Text, buttons, and error messages should remain clearly readable.


How to capture the entire screen

If you want to capture everything displayed on your monitor, you can also press the PRINT SCREEN key.


The image is copied to the clipboard. You can then paste it into an image editing program by pressing CTRL + V, crop it if necessary, and save it.


How to prepare multiple files in a ZIP archive

If you need to share multiple images or documents, you can group them into a single ZIP archive. This makes it easier to select and attach them all at once.

  • Create a new folder on your computer.
  • Place only the files relevant to your support request in the folder.
  • Give the files meaningful names.
  • Right-click the folder.
  • In Windows 11, select Show more options > Send to > Compressed (zipped) folder. In Windows 10, select Send to > Compressed (zipped) folder directly.
  • Give the ZIP file a name that clearly identifies its contents.


Windows creates the compressed archive in the same location as the original folder. A ZIP file lets you group multiple items together and, in some cases, reduce their overall size.


#tip - Compression does not significantly reduce the size of JPEG images, videos, or other files that are already compressed.


How to attach screenshots and files to a discussion

Once you have prepared the necessary materials, you can add them to your support request.

  • Sign in to the WebSite X5 Help Center with your account.
  • Open the Community section.
  • Click Start a discussion.
  • Enter a short but descriptive title.
  • Describe the issue by explaining what you wanted to achieve, what you did, and what happened.
  • Use the attachment command available in the editor.
  • Select the screenshot, document, or ZIP archive from your computer.
  • Wait until the upload is complete and check that the file has been added.
  • Review your message and publish the discussion.


#tip - Each attachment can have a maximum size of 1 MB.


If you need to add an image or file to an existing discussion, use the attachment command available in the reply editor in the same way.


What to do if the file is too large

If the file you want to attach exceeds the 1 MB limit:

  • remove unnecessary files from the archive;
  • reduce the size of images without making them unreadable;
  • compress multiple files into a ZIP archive;
  • avoid attaching very long videos;
  • do not upload an entire WebSite X5 Project publicly.


If the Support team asks you to send a Project or another large file, export it following the instructions you receive, upload it to a file transfer service, and share the download link through the channel indicated by the support representative. Incomedia uses this procedure, for example, when it is necessary to analyze an IWZIP Project file.


How to protect personal data

Community discussions can be viewed by other users. Before publishing an attachment, make sure it does not display:

  • passwords;
  • FTP or database credentials;
  • license keys;
  • private email addresses;
  • phone numbers;
  • postal addresses;
  • customer or registered user data;
  • order and payment information;
  • any other personal or confidential information.


Crop the screenshot or hide any information that is not necessary to understand the issue.


Do not publish an IWZIP Project file, a database backup, or any other archive containing confidential information unless the Support team has specifically requested it and provided you with a suitable channel for sending it.


Before you publish

Before submitting your discussion, make sure that:

  • the title clearly describes the issue;
  • your request includes all the necessary steps;
  • the screenshots are easy to read;
  • the attachments are relevant to the issue;
  • no personal information is visible;
  • you have included the website address, if relevant;
  • the file upload has completed successfully.


A clear request, complete with readable screenshots and the appropriate attachments, helps both the Community and the Support team understand your issue more quickly and provide more accurate assistance.