It has been known (although I would like to think very rarely) for my software to crash. As the user could be anywhere, it normally means several e-mails to track down what they have been doing, upto the point of failing.
I have just discovered a very useful Microsoft feature - part of Windows 7 - that may help considerably in the future. It is called PSR - and can be launched from the command prompt, or Windows start prompt. It will very simply record screens and produce a sensible size file that can be e-mailed for investigation. The user can see what is being sent so there can be no question of possible spying. There is also no requirement to load software on the user PC, or change security settings (beyond setting administrator rights for the PSR to run).
Credit for this information should really go to PC-PRO magazine in UK, April 2012 - thanks.
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