I've got a situation in which we've got a new user, who is having problems with one of our legacy programs. (It is an old VB6 app we wrote 10+ years ago, relying on third party controls from a company that's gone out of business.) This program is one that I desperately want to replace, but it is huge (at least for us) and won't be quickly replaced. Meanwhile, we've got to continue to support old legacy app. This user is “loosing” data in a couple of sections of the app, but it is very hard to diagnose what's going on. For one thing, none of the other users are encountering the same problem, and they're all using the same version of the app. I strongly suspect that the problem is user-caused, but trying to witness it happening is difficult. The nature of our business requires a lot of confidentiality. Our users are counselors using an application we wrote to capture several hundreds of data elements in an interview they do with a client. This is a private interview and not all clients are willing to let me be present to watch how this user is using the application. Therefore, when the user has the problem, I may not be able to see what's going on, because the client doesn't want me present.
Therefore, it would really be great if there is some way I could get to the user's desktop, from my desktop, to see what's going on. I wouldn't be in the room with the client, their confidentiality is maintained, and I can get an idea as to what this user is doing which is causing the data not to be saved. What technologies are there available to allow me to remotely get to the user's desktop, and see what it is she is seeing/doing? I'm using Windows 7 Ultimate, but all of our users are using Windows XP with service pack 3. The best solutions, in this case, would be those that are free or very inexpensive. After all, once I find out what's going on and can tell the user what it is she's doing, we'll probably not use this remote watching application again.