How to Get Technical Support as a Mentor or Mentee

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Having a problem or noticed a bug? Here are steps you can take you get help.

You should always contact your mentor program rather than Mentorhub directly. Many issues can be fixed by program staff. However you can assist staff by providing information about what you were doing in the app, the nature of the issue, and your device and screenshots of the issue to them through email.

For computers, please provide the browser in which you experienced the issue (Chrome, Firefox, Safari, Edge, etc). For mobile devices, please provide operating system version, and, for Android, the device brand and model number.

IOS Device Support Instructions

Don’t forget to provide a description of the issue and to attach screenshots to your email to staff.

IOS Software Version Instructions

  1. Open the “Settings” app.
  2. Tap “General”.
  3. Tap “About”.
  4. Look for the “Software Version” entry. This is your iOS version.

Screenshot Instructions

  1. iPhone with Face ID: Press and quickly release the Volume Up button and the Side button simultaneously.
  2. iPhone with Touch ID: Press and hold the Sleep/Wake button and the Home button simultaneously.
  3. iPad: Press and quickly release the Volume Up button and the Top button simultaneously.

Android Device Support

Don’t forget to provide a description of the issue and to attach screenshots to your email to staff.

Android Version and Device Instructions

  1. Open the “Settings” app on your Android device.
  2. Tap “About Phone” or “About Device”.
  3. Look for the following information:
    • Device brand: This is usually displayed at the top of the screen.
    • Device model: This is usually displayed below the device brand.
    • Android version: Look for the “Android version” or “OS version” entry.
  4. The exact steps may vary slightly depending on the specific model of your device and the version of the operating system.
  5. Some Android devices may have a different name for the “About Phone” or “About Device” section. If you can’t find it, you can usually search for it using the device’s search function.

Screenshot Instructions

  1. Most Android Devices: Press and hold the Power button and the Volume Down button simultaneously.
  2. Some Samsung Devices: Press and hold the Power button and the Bixby button simultaneously.
  3. Some Google Pixel Devices: Press and hold the Power button and the Volume Down button simultaneously, then tap “Screenshot”.

Windows Computer Support

Don’t forget to provide a description of the issue, your browser type and to attach screenshots to your email to staff.

Screenshot Instructions

  1. Print Screen Key: Press the “Print Screen” key on your keyboard. This will copy a screenshot of your entire screen to your clipboard.
  2. Alt + Print Screen: Press and hold the “Alt” key and then press the “Print Screen” key. This will copy a screenshot of the active window to your clipboard.
  3. Snipping Tool: Open the Snipping Tool app (search for it in the Start menu). Select the type of screenshot you want to take (rectangular, freeform, window, or full screen) and then click the “New” button. Drag the cursor to select the area you want to capture and then click the “Save” button.

Mac Computer Support

Don’t forget to provide a description of the issue, your browser type, and to attach screenshots to your email to staff.

Mac OS X Screenshot Instructions

  1. Command + Shift + 3: Press and hold the “Command”, “Shift”, and “3” keys simultaneously. This will capture a screenshot of your entire screen and save it to your desktop.
  2. Command + Shift + 4: Press and hold the “Command”, “Shift”, and “4” keys simultaneously. This will allow you to select a specific area of the screen to capture. Drag the cursor to select the area and then release the mouse button. The screenshot will be saved to your desktop.
  3. Command + Shift + 5: Press and hold the “Command”, “Shift”, and “5” keys simultaneously. This will open the Screenshot toolbar, which allows you to take a screenshot of the entire screen, a specific window, or a selected portion of the screen. You can also record a screencast using this toolbar.

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