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Sharing issues with the Problem Steps Recorder

From: Windows 7 Essential Training

Video: Sharing issues with the Problem Steps Recorder

On those occasions when you are unable to resolve a computer issue yourself, you may need to solicit outside help. The most difficult thing is to describe what's going on on your screen to that third party. So here in Windows 7, we're going to explore the Problem Steps Recorder that takes screen shots and allows a third party to see exactly what's going on on your screen to better help you. So let's go to the Control Panel. I've already opened it up and click Find and fix problems. So we have gone through the typical steps and we're not able to resolve the issues.

Sharing issues with the Problem Steps Recorder

On those occasions when you are unable to resolve a computer issue yourself, you may need to solicit outside help. The most difficult thing is to describe what's going on on your screen to that third party. So here in Windows 7, we're going to explore the Problem Steps Recorder that takes screen shots and allows a third party to see exactly what's going on on your screen to better help you. So let's go to the Control Panel. I've already opened it up and click Find and fix problems. So we have gone through the typical steps and we're not able to resolve the issues.

So you will notice on the left-hand side in the Navigation pane here, we've got Get help from a friend. There are some different ways to do that. There is Remote Assistance, but down below you'll notice that we can record a problem that we are having with this computer. So we click the Problems Steps Recorder link. And all that does is it opens up little window that has a record button and a couple other options for adding comments and so on. Well, let's close up the Troubleshooter and let's say we want to record the issue we are having. We are trying to connect to a remote Desktop and it's just not working.

So we can start right from here. Click Start Record. Now everything you do is being recorded. So each click displays a new screen shot. So we will click the Start button or Windows orb, we will go to All Programs and we'll go to Accessories and there is Remote Desktop Connection. Now at any time we can add a comment. So let's click Remote Desktop Connection. It shows up. Let's add a comment. When this window opens, I don't have any preset options to choose from.

So I will click OK. The comment has been added. Now I am just going to move the recorder out the away a little bit here. Click the dropdown and there it is. I have got no options to choose from and this is my issue. I am trying to get some help here. So I can add another comment or they have already read the comment that there's nothing here. Click it again. Now I am going to stop the recording. Now as soon as I do that, it's going to save this as a zip file. So it's easy to send via e-mail for example. We just put it right on the Desktop. If you haven't selected Desktop, go ahead and do that and the name RemoteIssue and when we click Save, we are going to see that appear on the Desktop and all we need to do now is attach it to an e- mail, if we wanted to or just send it off to somebody on the network by copying it over.

When they receive it, they double-click, opens up the zip file and they'll see the problem and the number. Double-clicking this will actually launch their default browser where they can display the steps. So we double-click and here's the recorded problem steps. So as I scroll down, you can see there is our first screen. There is no comment attached to that. So I am going to All Programs. I am going to Accessories > Remote Desktop Connection, there is the comment and this window opens I don't have any preset options to choose from.

You can see there's me clicking that dropdown. That's what I see and that's the end of it. So the person who is troubleshooting this, maybe it's a customer service type agent, has a lots of information. You can see all the different clicks and so on in text format as well as those screen shots above. This is all thanks to the Problem Steps Recorder. So once they have got this and they know what is going on, they might be better able to help me out. I am going to close up these windows. I am even going to close up my Remote Desktop.

And when you are done with the Problem Steps Recorder you can click the Close button in the top right-corner. So on those occasions when you need to get some help from somebody outside, then it might be a good idea to record what's going on, get those screen shots and add comments where necessary to give the person helping you the full picture, allowing them to be better able to help you out.

Show transcript

This video is part of

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Windows 7 Essential Training

73 video lessons · 45211 viewers

David Rivers
Author

 
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  1. 16m 28s
    1. Welcome
      1m 54s
    2. Windows basics for first-time users
      13m 47s
    3. Using the exercise files
      47s
  2. 29m 18s
    1. Assessing your hardware and Windows 7 versions
      6m 57s
    2. Upgrading from other Windows versions
      2m 56s
    3. Transferring old files with Windows Easy Transfer
      7m 2s
    4. Dealing with device drivers
      6m 42s
    5. Running a Windows XP program in Windows 7
      5m 41s
  3. 33m 12s
    1. Getting familiar with the desktop
      8m 55s
    2. Handling tasks with the improved task bar
      8m 50s
    3. Accessing your favorites quickly with jump lists
      3m 59s
    4. Finding files and programs with Windows Search
      2m 18s
    5. Using the Action Center
      3m 48s
    6. Keeping information at your fingertips with desktop gadgets
      5m 22s
  4. 34m 24s
    1. Navigating folders and their contents
      6m 59s
    2. Staying organized with your own folders
      4m 44s
    3. Choosing how your folders and user interface behave
      7m 30s
    4. Sharing and protecting folders and files
      5m 27s
    5. Simplifying organization with libraries
      3m 48s
    6. Backing up by burning to CD or DVD
      5m 56s
  5. 24m 44s
    1. Windows Media Center
      7m 22s
    2. Playing media files with Windows Media Player
      3m 59s
    3. Organizing and sharing photos in Windows Explorer
      7m 22s
    4. Taking screenshots with the Snipping tool
      6m 1s
  6. 24m 35s
    1. Taking notes with sticky notes, Notepad, and WordPad
      11m 33s
    2. Creating graphics with Paint
      4m 58s
    3. Performing simple and advanced calculations with the calculator
      5m 20s
    4. Playing Windows games
      2m 44s
  7. 33m 5s
    1. Getting under your computer's hood with the Control Panel
      5m 28s
    2. Controlling system settings
      6m 38s
    3. Controlling sound device volume settings
      6m 38s
    4. Uninstalling programs that are no longer used
      2m 42s
    5. Setting default programs
      5m 10s
    6. Exploring accessibility options
      6m 29s
  8. 21m 1s
    1. Connecting hardware with Device Stage
      2m 56s
    2. Create a home network using HomeGroup
      4m 49s
    3. Controlling what is shared on a network
      3m 26s
    4. Troubleshooting a network and HomeGroup
      3m 58s
    5. Reconnecting quickly with jump lists
      2m 18s
    6. Boosting your computer's memory with ReadyBoost
      3m 34s
  9. 31m 53s
    1. Keeping your PC secure with Windows Update
      3m 44s
    2. Battling spyware with Windows Defender
      7m 41s
    3. Controlling access with user accounts
      4m 32s
    4. Streamlining passwords in Credential Manager
      4m 38s
    5. Using parental controls to block unwanted content
      4m 49s
    6. Securing drives with BitLocker Drive Encryption
      6m 29s
  10. 15m 11s
    1. Printing files directly from Windows
      2m 48s
    2. Troubleshooting printer problems
      5m 15s
    3. Printing power tips
      3m 56s
    4. Printing to and viewing the XPS file format
      3m 12s
  11. 25m 4s
    1. Finding issues in the Troubleshooting control panel
      3m 53s
    2. Sharing issues with the Problem Steps Recorder
      3m 56s
    3. Backing up folders and drives
      6m 36s
    4. Restoring files and drives
      4m 39s
    5. Handling an entire system crash
      6m 0s
  12. 28m 23s
    1. Exploring changes to the UI
      4m 46s
    2. Access sites quickly using Favorites and History
      5m 17s
    3. Connecting to RSS feeds and web slices
      6m 1s
    4. Displaying similar sites with Suggested Sites
      2m 16s
    5. Browsing without navigating using accelerators
      6m 36s
    6. Keeping your browsing private using InPrivate Browsing and filtering
      3m 27s
  13. 1h 14m
    1. Setting up your Windows Live profile
      4m 37s
    2. Downloading Windows Live Essentials
      2m 23s
    3. Tracking dates and events with the Windows Live calendar
      7m 22s
    4. Free email with Windows Live Mail
      6m 14s
    5. Texting live with Windows Live Messenger
      7m 13s
    6. Organizing and sharing photos in Photo Gallery
      9m 46s
    7. Synchronizing photos on two computers with Live Sync
      4m 0s
    8. Controlling content and communications with Family Safety
      6m 26s
    9. Keeping a blog with Windows Live Writer
      6m 50s
    10. Accessing free online storage with SkyDrive
      4m 44s
    11. Creating a movie with Windows Live Movie Maker
      14m 46s
  14. 18s
    1. Goodbye
      18s

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