Help Us Help You
Jump ahead to:
- How to take a screenshot
- How to use Basecamp Debug
- What version am I using?
- Generating an HAR file
- How to find a link to something specific
More often than not, a full screenshot is the best kind to send to us when we ask for one. Here's how to take a screenshot on a Mac:
- Hold down
3. Your computer will save that file on the desktop. Attach it to your next email reply to the support team.
- If you're using a Macbook Pro with a Touch Bar, you hold down
And on a Windows computer:
PrtScnto capture the entire screen. Windows copies that image you took to an invisible clipboard.
Vto paste the screenshot in your reply to us in your email client.
- If you have Windows 8 or 10, you can hold down
⊞ Winand press
PrtScnto capture the entire screen and save that file to a folder on your computer called Screenshots, nested within the Pictures folder. Attach that file to your next email reply to the support team.
If you're using a mobile device (Android or iOS), Chrome OS, or Linux, you can find some pleasantly detailed instructions on how to take screenshots on these devices here. That's also a great option if you prefer your directions in a different language!
This is a tool to help the Basecamp support team diagnose issues you may be experiencing. We may ask you to visit it if we need the information to resolve what's going on!
The page will tell you what your IPv4 address is and there are some really useful browser tests that run automatically.
We'll be specific about what we need from you so if you're even unsure about what to copy from this site, please do let us know!
You could either be using Basecamp Classic, Basecamp 2, or Basecamp 3. You can see the visual differences here:
You can also tell what version you're using by looking at the URL in the address bar of your page:
Open the app and tap on the "Me" icon on the bottom righthand side of the page. Now look to the top left of the page and you'll see a gear icon ⚙. Past your notifications and your profile, you'll see a section for support and your exact version under "What's new?"
Open the app and tap on the "My Stuff" icon on the bottom righthand side of the page. Scroll down past your notification and device settings, you'll see your exact version at the bottom:
Open the desktop app and click on "Basecamp 3" tab on the menu bar. You'll see what version you're using in a lighter font. In this example, it's Version 2.1.0:
Open the desktop app and click on "Basecamp 3" in the top left menu bar. You'll see what version you're using in a lighter font. In this example, it's Version 2.1.0:
Sometimes a troubleshooting journey will lead the support team to ask you to generate an HAR file. It's a log that of network requests while the issue at hand is occurring that we'll review. It's wonderful for analysis! Just as wonderful is is Zendesk's support page on how to generate that HAR file! Here's their guide on how to generate that file for us using different browsers.
Each Basecamp account has an account number to help us identify your data on the back end. They're unique to an account — a big part of why we ask for it. Letting us know the account URL helps us focus on the account you're asking about.
We also have numbers for each project, each team, and the HQ in your account. Here's the format:
ww w.3.basecamp.com/ *account number*/projects/*project number*
Click on the Home to get your account URL. Copy the URL in the address bar of your browser:
Sometimes we'll need to ask you for a link to something specific in your account. We'll go over how to get each kind of link:
Click on the Home page, then click on the project, team, or HQ that we're asking you about. Copy the URL in the address bar by right-clicking and choosing to copy it by hitting Command + C (Control + V on Windows). Paste it in your reply to the support team
These are all single URLs. You can share the URL to a single file, a single message, a single comment, and a single email forward by clicking into the tool, then the exact thing in question. Copy the URL and share it with us, please!
Here's a GIF of how it looks to get the URL of a single Message Board post:
There's a little timestamp on the right-hand side of a single comment. If it's the URL of a comment you want to share with us, navigate to that comment first. Then, right-click the timestamp and choose "Copy link address".
A GIF of that process:
To-Do lists have a few layers. The topmost is the to-do list! Begin in the project/team/HQ that we're focusing on, then click on the To-Do tool. Next, click on the name of the To-Do list and copy the URL.
Going one layer further, click on the To-Do group and copy the URL from the address bar. Note that you may not have To-Do groups set up — and that's quite alright! Only grab this link if you're asked for it. 😊
There are two possible links that we may ask for. The first is of the entire Campfire tool:
The second would be a link to a specific post in that Campfire conversation. Right-click the timestamp of the post and copy the link address:
Similar to Campfire, there are two possible links to give us here. The first is of the entire Ping conversation:
The second would be a link to a specific post in that Ping conversation. Right-click the timestamp of the post and copy the link address: