CJLEADS Mobile Troubleshooting

man using cellphone

In order for the CJLEADS helpdesk to effectively help with mobile device issues, the following information should be captured and sent (along with a detailed description of the issue) to cjleadshelp@nc.gov.

Steps to gather device information for mobile issues:

  1. Navigate to the following website in your Internet browser: http://www.computerhope.com/cgi-bin/systeminfo.cgi.
  2. The “Computer Hope System Information” screen will display with your mobile device's system information, plugins, and additional plugins information. 
  3. Perform a screen capture on your phone. See below.

Screen Capture – Samsung Galaxy 2

  • Click Home Button and Power Button once simultaneously. Flash will display on screen.
  • Go to Gallery.
  • View screen capture folder. Screen capture will display.
  • Send the screen capture to the email address listed at the top of the page.

Screen Capture – Samsung Galaxy 3

  • Click Home Button and Power Button once simultaneously.
  • Enable screen capture. Go to Menu, Settings, Hand Motion.
  • Select Screen.
  • Palm Swipe from left to right or from right to left to capture selected screen. Screen will flash.
  • Go to Gallery.
  • Select Screen Shots. Screen Captures will display.
  • Send the screen capture to the email address listed at the top of the page.

Screen Capture – iPhone

  • Go to the screen that you intend to snapshot or capture.
  • Press the Home button and while holding it, press the reset button (located on the top right corner of your iPhone).
  • Once released, a flash screen with white background will appear together with camera capture sound, indicating that the screen has been captured successfully.
  • Press the Home button again and go to Photo icon. You will notice those images have been stored under Camera Roll, just like where you store photos captured using iPhone’s built-in camera.
  • Send the screen capture to the email address listed at the top of the page.