Have you ever tried to solve a computer problem on the phone? If you have you surely got to a point where you didn’t get exactly what the other person was trying to say or where the problem manifests itself. A lot of people, even the ones with a lot of computer expertise don’t have the ability to visualize and troubleshoot a problem that they don’t see with their own eyes. Windows 7 has a very nice tool to address this issue. It is called Problem Steps Recorder and it’s a very easy to use little utility. Here’s how it works:
- You ask the person that you are talking to on the phone (the one with the computer issue) to go to the Start Menu and they to type psr in the search box.
- The next step is to press the Start button (within the application) after which the thing that the one on the other end encountered should be reproduced. This means that they should do exactly the same steps that generated the problem.
- After finishing, recording can be stopped by pressing Stop Record.
- Problem Steps Recorder will now open a Save As dialog asking you where to save a zip file and the name of that file. Upon completing this, the user should click on Save.
- The only thing remaining is for the person with the computer problem is to send you the generated zip file by email or whatever means you wish. The archive will contain a web page with screenshots and useful info regarding what the remote user did.
Tags: psr, remote support, tweak windows 7
