Troubleshoot Windows 7 with Problem Steps Recorder

One of the most frustrating aspects of troubleshooting any computer problem is getting the user to replicate the steps that led up to the error. Anyone who has worked as a computer technician knows that tracking down a software error can be like finding a needle in a haystack.

The Windows 7 Problem Steps Recorder is a step in the right direction toward finding that needle and is a boon for computer techs the world over.

The Problem Steps Recorder (PSR for short) allows the user to take some initiative in helping to fix a computer error in Windows 7. Much like a VCR, users of Microsoft’s latest operating system can record the steps that lead up to an error so technicians can analyze the steps and replicate it for themselves.

Unfortunately, Microsoft did not do much to advertise this feature in Windows 7, presumably leaving it up to help desk technicians to show users how to use this new feature.

Starting Up the Problem Steps Recorder

Starting up the PSR tool is a bit obscure because there is no easy way to get it up and running; it does not appear anywhere on the start menu where it really belongs. Why Microsoft decided to hide this powerful feature from the average user is a mystery.

To unlock this powerful but hidden feature of Windows 7, type PSR in the Start Menu’s search box (Figure 1). You can also search for and find the PSR on the control panel.

The PSR’s interface couldn’t be simpler (Figure 2). You simply click the Start Record button and begin replicating the steps that lead up to your error.

You can stop the recorder at any time by clicking the Stop Record button and add comments along the way with the Add Comment button.

Problem Steps Recorder Output

The results of your recorded steps are saved as an XML file that technicians can use to discover exactly what you did during the recording. For example, the simple act of opening Windows Explorer outputs the following record to the XML file generated by the PSR tool:

Recording Session: 12/06/2010 3:45:25 PM – 5:45:25 PM
Problem Steps: 1, Missed Steps: 0, Other Errors: 0
Operating System: 7000.0.x86fre.winmain_win7.081212-1400 6.1.0.0.2.1

Problem Step 1: User left clicked
Program: Windows Explorer, 6.1.7000.0 (winmain_win7.081212-1400), Microsoft Corporation, EXPLORER.EXE, EXPLORER.EXE
UI Elements: Shell_TrayWnd

Notice that the output file logged the time and date of the PSR record, the number of steps recorded, and the number of steps missed.

This information is invaluable to tech support because users often leave out vital information when explaining an error and the steps that led up to it. The XML output file also identifies the operating system and its current version number.

The next portion of the output file identifies the step number and the action used during this step. In this case, the user clicked the left mouse button.

The output file identifies Windows Explorer as the program launched by the user, its version number, the creator of the software, and the actual executable file used to launch the program. In addition, the PSR identifies any User Interface Elements running during the launch of Windows Explorer.

Problem Steps Recorder Wrap-Up

The PSR output file may seem like overkill to the average user, but this information is exactly what a technician needs to fix your error. The end result is a happy user, a happy technician, and a reduction in the costs and time needed to troubleshoot errors in Windows 7.

Coupled with another hidden feature of Windows 7, the Remote Assistance Tool, it may be possible for technicians to assist users virtually without the need to run around and go to each user’s workstation to assist in troubleshooting errors.