The new recorder is not at full feature parity yet and that is why we still ship and fully support both the old recorder and the new one. We are currently working on NTLM authentication support in the new recorder but until that is fully released you should still be able to use the old recorder for those transactions that require NTLM and any other feature that is missing in the new recorder. I will discuss the case with the support team as I am not sure why they would have given the advice you quoted above instead of pointing you to the old recorder.
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