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Saturday, July 12, 2014

1502 - Record problem steps for support.

My father often calls me with problems he is having on his computer and wants to show them to me. Is there some way he can record the steps he is going thru so I can just look at them to see what he is actually doing?

Well Ken of course there is. You wouldn't ask me if we didn't have a good answer.

I ran across this Windows feature by accident. It is called

Problem Steps Recorder or PSR.

PSR allows to to start a "recording" session on your Windows computer.  You can use Problem Steps Recorder to automatically capture the steps you take on a computer, including a text description of where you clicked and a picture of the screen during each click (called a screen shot). Once you capture these steps, you can save them to a file that can be used by a support professional or someone else helping you with a computer problem.

Any characters you type are not captured but you get a comment feature that allows you to put and key information into the recording.

To start just go to the Start Menu and type psr as a command,A dialog will pop up with options. Click Start Record,  then go through the steps to reproduce the problem when finished click Stop Record and then Save As.

You can pause the recording and start it back up if you need and you can add comments where necessary.

Give this a try and I think you will find it very useful.  This is not as good as getting remote support but is very helpful when you do not have a remote support option.  For more details search for "Problem steps recorder".

PSR works on Windows 7 and 8.  If you have Vista or XP you can download a tool from Microsoft.  See our website for details.

The tool itself is available from TechNet:

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