Comments for Is it safe to allow a technician to remotely access my machine to fix it?

Comment from Michael Horowitz on 2009-06-30

2009-06-30T22:08:25Z

The advice to make a disk image backup before letting a total stranger "drive" your computer is an excellent one. No matter what the software problem is, an image backup from a bootable CD should be possible. Great defensive computing, Leo.

Let me also suggest using an external hard drive for storing all your sensitive files. This way, by simply removing the hard drive you know there is nothing on the computer that you wouldn't want a stranger to see (be they a remote stranger or a local computer repair outfit).

I have no connection to Lenovo at all, but I very much like the concept behind their ThinkPad USB Secure Hard Drive. Its an external 2.5 inch hard drive that does hardware encryption with NO dependency on any software on your computer at all. You enter a password into the device by pressing buttons on it. Your computer is oblivious to the hardware encryption, so it should work with any OS.

Of course, you pay more for this security in the ballpark of $90 extra when compared to a standard external hard drive. But, if you have sensitive files, its a great way to go.

I don't use it, preferring the free TrueCrypt, but I'm a techie. For many computer users dealing with TrueCrypt is too much. And, there is great safety in not having any sensitive files on the computer at all, encrypted or not.

See my blog for more about the hardware
http://blogs.computerworld.com/about_the_lenovo_thinkpad_usb_secure_hard_drive

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

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Comment from Bonita on 2009-06-27

2009-06-27T19:17:38Z

Completely agree with article, Leo.

My first (and probably last) experience with Remote Assistance (with my ISP) was less than perfect. Was trying to install the ISP’s security suite and the download button on the website did not work. The technician wanted to do Remote Assistance.

After downloading a considerable number of files to make this possible, the tech flew through screen after screen for about 10 minutes and had to give up. (Much later I found out that all that had been needed was to uninstall the prior version of that security suite first).

After the Remote Assistance, problems immediately began with my Internet connection, and a System Restore did not help. I ended up having to reinstall Windows (with Dell’s guidance).

The computer damage may have been an unusual case. But, at best, the technicians simply work too fast for a novice to follow what they are doing, and the session left me just as ignorant as before. Personally, for me, it is far preferable for the technician to give steps and let me do the work so that I can learn how to hopefully solve the problem without tech support if it happens again.

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

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Comment from Hughon on 2009-06-27

2009-06-27T07:22:26Z

I understand the concern for security and safety with having someone you know nothing about, gaining access to your PC remotely, granted or not. But you must ask yourself this question. Is it any safer to bring your PC to a local support shop for repair, when you know nothing about them either?

I looked at it this way. When you give access to a technician remotely, of course there is the risk they may access more than you hope. But at least you can terminate the connection at any given time you don't feel comfortable with what they are accessing. Yes, you have that much control over the entire process, thanks to todays standard of connectivity. You have to actually say yes to it before they actually connect to your PC, and can stop the process anytime.

However, what about the process you can only control to a point when you bring your PC to a local repair shop. You bring your PC in, you gave your information to someone(could be a technician), and then was told to come back the next day for pickup. But what you may not know is the level of invasion into your privacy that took place in this process, and the big thing is, you can't stop it and you don't really know what they did.

At least with remote access, you can see everything the technician is doing.

Cheers

You're raising some good points, however the issue to me is one of accountability. While there are risks in taking your PC to a shop (I've talked about them before), you know who they are, and if there's an issue you go back to the repair shop an talk to the same person. There's an individual involved, that you can see and meet and talk to face-to-face. That changes the relationship.

With remote assistance from many large vendors you have no idea who it is that you're letting access your machine. They could be next door, they could be on the other side of the planet. If you call back with an issue, you'll likely get a completely different person who won't know what the first one did. IMO it's just too anonymous, and too risky.

I totally understand the appeal to the technicians themselves - they, of course, know who they are and know that they are trustworthy. Unfortunately customers don't have that knowledge, they can only make assumptions.

- Leo
27-Jun-2009

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

Tech Questions? Get Answers! - Ask Leo! ... by Leo Notenboom
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Comment from Jeffrey on 2009-06-24

2009-06-25T06:01:56Z

windows remote access can be disabled, but I use a remote access not involving the windows service as part of my job....
the other point to make is, as I have read on other posts, if it is not physically secure it is not secure, and the other options for the service my company provides is for the customer to take the computer to the storefront or a tech to go the home. That means there is no difference between what I do remotely, and what any other tech for the company does.

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

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Comment from Thom on 2009-06-24

2009-06-24T23:21:05Z

I've, worked in several phases of this technology in the last 25 years. I'm semi-retired now, and I use remote control almost exclusively for support. It allows me to keep the labor charge down by discounting my cost & time to travel. And, I don't have to carry disks (tools) etc, to a customer's site. Everything is on my local system that I'll need.

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

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Comment from misja on 2009-06-24

2009-06-24T16:14:22Z

as a technician i am very happy with remote access. it means i can solve my customers problems from a distance and that means faster. as otherwise the client will have to bring the pc or laptop to me (or i have to go to them) there is no extra risk for them. the risk is there anyway when i have the machine on my desk with full access. obviously my clients trust me. they have to trust me otherwise i can not solve the problem. in my opinion only when you are skilled enough to solve each problem yourself you have the option not to give access to somebody else.

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

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Comment from Glenn P. on 2009-06-24

2009-06-24T13:39:04Z

I disabled Remote Assistance almost as soon as we got our computer. That was so long ago (and I do believe I used more than one method) that I no longer remember how to re-enable it, assuming that such should ever be necessary.

And I shall make SURE it ain't necessary, because NOTHING can EVER be THAT necessary!!!

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

Tech Questions? Get Answers! - Ask Leo! ... by Leo Notenboom
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Comment from Carl R. Goodwin on 2009-06-23

2009-06-23T15:31:50Z

One of the first things that I do after I reformat my machine is to turn OFF "Remote Assistance".

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A comment on: Is it safe to allow a technician to remotely access my machine to fix it?

Tech Questions? Get Answers! - Ask Leo! ... by Leo Notenboom
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