Troubleshooting errors for a remote user can be very difficult since you can’t actually see what’s happening on the remote system. Often it comes down to a user saying he didn’t click a button, open a program, close a program, or so on. The new Problem Steps Recorder (PSR.exe) allows you to see exactly what’s going on, documenting every action that takes place on the system experiencing problems.
The Problem Steps Recorder tool is a simple screen capture utility that grabs screenshots whenever a mouse move or click is made and documents all the data into a zipped MHTML report page that can be sent off directly to the help desk. Every step of the user’s actions is logged complete with a screenshot with the item highlighted, and it even allows the user to provide commentary on specific details.