Desktop Recording

[monkeylizard]

This isn't really a security question, but of all the Tek-Tips forums, I suspect that this is my best shot at finding someone with some information.

I have a user who is reporting an error to our Help Desk. I need to know the exact steps she's taking to get this error, but she doesn't know each click/button she's pressing.

What I'm looking for is a desktop recording tool that keeps a rolling time of recordings. So it always has the most recent 15 minutes (or whatever). Then if she gets the error, she can stop the recording, and I'll be able to replay her last activities.

Monkeylizard
Sometimes just a few hours of trial and error debugging can save minutes of reading manuals.

 

[burtsbees]

What error does she get? Is it really worth all that?

Burt

 

[monkeylizard]

It's an Object or With Block variable error in a VB6 application. I'm completely unable to duplicate the error and I can't see what's wrong with the code. It all looks good to me.

The app gives the users the ability to switch between files. I suspect that this user is doing something in File B that is clearing a variable, then switching back to File A and doing something there that is expecting said variable. I know what she's doing in A, but I can't find what she's doing in File B.

Monkeylizard
Sometimes just a few hours of trial and error debugging can save minutes of reading manuals.

 

[SamBones]

Can she reproduce the error at will? Have you tried standing behind her watching over her shoulder while she does it? There are also small key loggers that can go between the keyboard and computer (assuming it's not a laptop). That only catches keystrokes, but it may be better than nothing.

http://www.thinkgeek.com/gadgets/security/5a05/

And there are programs to capture the whole session, mouse clicks and everything, but just watching her do it might be the easiest.

 

[guitarzan]

Is it too late in the development process to advise you to put error-handling in your code?

 

[monkeylizard]

She can't reproduce it at will. It usually takes days or a couple of weeks before she stumbles on the error, so watching her is not an option.

It's not my code. It's a purchased app that I have parts of the source code for. I can read most of the app, but can't make any changes. The vendor can't help if I can't duplicate the error.

I thought about a key logger, but most of the app is mouse driven.


Monkeylizard
Sometimes just a few hours of trial and error debugging can save minutes of reading manuals.

 

[brianinms]

If when the error occurs why doesn't she simply stop and then call you? Or take screen shots even? Recording all of her actions for weeks or days on end to troubleshoot a code issue seems a little fishy.

 

[monkeylizard]

She does call me. I know exactly when the error is occuring, but I don't know what has occured prior to this to cause the error.

I suspect that some variables are being cleared by earlier steps and then are NULL when needed later during the action that is generating the error.

I need to replicate her steps in order to replicate the error. Once I can do that, the vendor will debug their code. But they can't fix what I can't make break.



Monkeylizard
Sometimes just a few hours of trial and error debugging can save minutes of reading manuals.

 

[normntwrk]

snagit will do what you want

 

[dgillz]

gotomeeting.com has a screen record capability. I use a ridiculously low priced tool ($40) called Screen Recorder Gold to record training videos.

Software Sales, Training, Implementation and Support for Macola, eSynergy, and Crystal Reports

http://www.gainfocus.biz

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