Windows 10 Troubleshooting, Part 1

USING REMOTE ASSISTANCE TOOLS

Mike Halsey
MVP

@MikeHalsey Windows.do
 Module Talking Users through Troubleshooting
Overview Problem Steps Recorder
Windows Remote Assistance
Windows Quick Assist
Windows Snip and Sketch
Helping Users with Remote Desktop
 Iconography for Windows 10 Editions

Windows 10 Windows 10 Windows 10

Home in S Mode Pro

An asterisk * will be used to

denote exceptions and where
Windows 10 Windows 10 comments will be made
Enterprise LTSC Other Windows editions will be
referenced where necessary
Talking Users through Troubleshooting
 Who Are You Helping?

People can be of any age

People can have different experiences and technical ability

People can speak many languages

People can be anywhere in the world

Never make assumptions about the people you help

You Support Everybody, Everywhere
How You Can Help Everybody Equally

Listen carefully to what Explain things in language

the person is saying the person understands

Avoid technical language Don’t be afraid to ask for

and jargon clarification

Ask short questions with Keep the person involved

Yes or No answers and engaged
Providing Troubleshooting Support for
Windows Users
Problem Steps Recorder
Problem Steps
Recorder
• Designed for the Windows 7
beta
• Was kept due to its popularity
• Launched by searching for PSR
in the Start Menu
Demo
Using the Problem Steps Recorder to
demonstrate a troubleshooting issue
Demo
Reading and understanding the Problem
Steps Recorder reporting file
Windows Remote Assistance
 *

Windows Remote
Assistance
• Designed so Windows users can
help each other remotely
• First appeared in Windows XP
• Supports all versions of the
operating system
Demo

Setting up a Remote Assistance Session

Demo

The Remote Assistance user experience

Demo
The Remote Assistance support
experience
Windows Quick Assist
Windows Quick
Assist
• Quick Assist is a Windows 10
only feature
• Provides an easy way for end
users and remote personnel to
provide support
Demo

Initiating a Windows Quick Assist session

Demo
Remotely controlling a PC using
Windows Quick Assist
Windows Snip and Sketch
Windows Snip and
Sketch
• Replacement for the screenshot
Snipping Tool
• Offers useful functionality for
people providing support
Demo

Using Windows Snip and Sketch

Helping Users with Remote Desktop
 * *

Remote Desktop

• Introduced with Windows 2000

• The go-to remote access tool
for IT Pros supporting PCs
within an organization
Demo

Configuring Remote Desktop services

Demo

Initiating a Remote Desktop session

Demo
Managing a remote PC using Remote
Desktop
 You support everybody, everywhere

Summary Users can help you with the Problem

Steps Recorder
Windows Remote Assistance and Quick
Assist are useful tools
Snip and Sketch can also be very useful
Remote Desktop is the go-to remote
access tool for IT Pros