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# Tips for getting the best support experience

Technical support for Transmit is provided via email. Our support address is transmit@panic.com

In your email, please mention the version of Transmit you are using, and the version of Mac OS X.

To get the fastest and most accurate response please describe what you were trying to do, what you expected to happen, and what actually happened. Also describe any steps you have already taken to try to solve the problem. The more detail you can provide, the better.

A screenshot of the problem (especially if an error message appears) is almost always helpful in troubleshooting. Press Command-Shift-3 at any time to take a screenshot.

On Mac OS X 10.6 (Snow Leopard), you can record a movie of your on-screen actions with the QuickTime Player application by choosing File > New Screen Recording. For more complicated issues, this may help us understand more quickly than a long text explanation, and it saves you the time of writing one.

For issues with unexpected disconnects or incomplete transfers, we will usually need a transcript of the session in which the problem occurred. Choose Help > Email Support With Transcript to quickly draft an email with this information included.

For hanging issues (Transmit becomes unresponsive with a spinning rainbow cursor), please use Applications > Utilities > Activity Monitor to obtain a sample of the Transmit process, and attach that sample to your email.

For crashing issues (Transmit has unexpectedly quit), please copy and paste the crash report that appears into your email.

Some common issues are addressed by our Transmit support page.