How do I capture the steps to reproduce an issue for Technical Support?

  • Article ID: 118887
  • Updated: 01 Jun 2015

You can capture a set of steps with screenshots using the Problem Steps Recorder application (psr.exe), this comes pre-installed with Windows Vista and above operating systems.

This tool can help you explain complex issues without the need to write a complete manual set of steps to reproduce the problem.

Operating systems
Windows Vista and above

What To Do

Taken from this Microsoft article. 

To record and save steps on your computer

  1. Open Problem Steps Recorder by clicking the Start button, and then typing psr. In the list of results, click psr.
  2. Click Start Record. On your computer, go through the steps on your computer to reproduce the problem. You can pause the recording at any time, and then resume it later.
    Note: When you want to add a comment, click Add Comment. Use your mouse to highlight the part of the screen that you want to comment on, type your text in the Highlight Problem and Comment box, and then click OK.
  3. Click Stop Record.
  4. In the Save As dialog box, type a name for the file, and then click Save (the file is saved with the .zip file name extension).

To send the problem steps in an e-mail

After recording and saving a .zip file, click the help down arrow, and then click Send to E‑mail recipient. This will open an e‑mail message in your default e‑mail program with the last recorded file attached to it.

You can also send this to support through an online support query here.

To view the record of the steps you recorded

Open the .zip file you just saved, and then double-click the file. The document will open in your browser.

Further information

See this Microsoft KBA for further guidance:

Problem Steps Recorder - Overview:

If you need more information or guidance, then please contact technical support.

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