How do we shadow user session?

[achick]

We have a web application that users access from different locations for data entry and reports.
One of our users is having an issue and we cannot replicate it. Is there a way to shadow users session with their permission and see what is going on?

I have a windows xp machine. The user and us are not on the same network and we are not using a terminal server either. Our software is through another vendor and it runs on their server which we do not have access to.

Are there any options available?

 

[linney]

The user and us are not on the same network and we are not using a terminal server either"

Do you both have an Internet Connection?

Is it possible to do a Remote Assistance with the user? If it is, you can share the user's screen or take control if both parties agree.

300546 - Overview of Remote Assistance in Windows XP

http://support.microsoft.com/default.aspx?scid=kb;en-us;300546&FR=1&PA=1&SD=HSCH

300692 - Description of the Remote Assistance Connection Process

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q300692

 

[achick]

We got the user issue resolved with their local IT person.
Thank you for the links and informaiton. It will be definitely useful in future.

 

[achick]

We got the user issue resolved with their local IT person.
Thank you for the links and information. It will be definitely useful in future.