Hi Debbie, I have some customers I work directly with that run into this limitation as well, the workaround I use is to grab the screenshot and paste it directly into my updates when I respond to them, or save the file and attach it to my update. Have you asked the support personnel that you've worked with to provide the direct image itself? Our support team is pretty awesome if I do say so myself, so I'm sure we're all happy to make accommodations and workaround any tech issues like this, to ensure you have a great experience with our support team, and are able to get your support cases answered effectively. Thanks! Allison Lippert Workfront allisonlippert@workfront.com