How to use the Problem Steps Recorder in Office 365 Dedicated/ITAR

Summary
This article describes how to use Problem Steps Recorder (PSR) to automatically capture steps on a computer. These steps include a picture of the screen during each click and a text description of the clicked areas. You can use the tool to save performed actions, such as repro steps, that can be provided to Microsoft Office 365 Dedicated/ITAR technical support to troubleshoot or diagnose an issue.

Important

  • These instructions apply to Windows 7 and later versions.
  • Recorded steps don't capture anything that's typed during the recording. If customer input is important to re-create the issue, you can use the comment feature that's described later in this article to record these kinds of details.
  • Some programs may not be captured accurately or may not provide details that are useful to Microsoft Support.
  • If you use a computer that's not running Windows, provide screen shots instead.
More information
The following instructions explain how to use the PSR tool. To install and access PSR, click Start, type psr in the Start search box, and then click psr.exe in the search results.

To record and save steps on the computer
  1. Click Start Record. Perform the steps on your computer to reproduce the problem. You can pause the recording at any time and resume it later.
  2. Click Stop Record.
  3. In the Save As dialog box, type a name for the file, and then click Save.

    Note The file is saved as a compressed file that uses the .zip file name extension.
To view the recording, open the compressed file that you just saved, and then double-click the file. The file opens in your browser.


To annotate problem steps
  1. Click Start Record.
  2. When you want to add a comment, click Add Comment.
  3. Use your mouse to highlight the part of the screen that you want to comment about, type your text in the Highlight Problem and Comment box, and then click OK.
  4. Click Stop Record.
  5. In the Save As dialog box, type a name for the file, and then click Save.
To view the recording, open the compressed file that you just saved, and then double-click the file. The file opens in your browser.


To adjust settings


When you adjust settings for PSR, the settings are saved for only your current session. After you close and reopen PSR, the program returns to the regular settings.

  1. Click the Help down arrow, and then click Settings.
  2. Change any of the following settings for PSR:

    • Output Location: If you don't want to be prompted to save a file after recording, click the Browse button to set a default output file name.
    • Enable screen capture: If you don't want to capture the screen shots together with the click information, select No. This may be a consideration if you take screen shots of a program that contains personal information, such as bank statements, and if you share the screen shots with someone else.
    • Number of recent screen captures to store: The default number of saved screen captures is 25. You can increase or decrease this value. PSR records only up through the set number of screen shots. For example, if this option setting is 25 but you take 30 screen shots during a recording, the first five screen shots will be overwritten.
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Article ID: 3035258 - Last Review: 07/13/2016 23:20:00 - Revision: 4.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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