Helping people with computers... one answer at a time.
Remote assistance is a very appealing feature to allow someone to remotely fix your machine. The risks, however, are significant.
Is it safe to allow a tech support person from a reputable firm to have remote access to your computer to solve a problem? I recently had an issue that required me to contact such a company, and permitted the tech to view my desktop. My problem was solved, but I couldn't help thinking that this was a bad idea. Can they browse around inside your machine if you give them this kind of access?
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How much do you trust them?
No, seriously, how much do you really trust them?
Because, all other issues aside, this is all a matter of trust.
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It depends on the technology that the remote assistant uses, but yes, you are in fact giving someone the potential of complete access to your machine.
They could presumably do whatever they wanted.
Now, most of the remote access technologies used by these firms allow you to watch what the technician is doing as he or she does it. That's kinda cool, and often even instructive.
The problem is that once connected, there's actually no guarantee that there isn't more going on that you can't see.
That's why I say it's all about trust.
Remote access is a wonderfully appealing tool. Rather than relying on your description of the problem the technician can see the problem, and investigate directly on your computer. Rather than trying to walk you through a complicated set of steps that you don't need or care to actually understand to resolve an issue, the technician can just do it for you.
I really, truly, honestly get the appeal.
The problem is compounded because there are several levels of trust at play as well. You might trust company X - many companies are absolutely worth your trust. You might trust that they or their technicians don't have malicious intent. But how do you trust that the technician you're talking to actually knows what he or she is doing? How do you even tell?
Personally, I'd be very reluctant to let anyone connect up to my machine that way. In fact, I can perhaps vaguely recall allowing someone to do it once, a long time ago.
But I do also realize that sometimes it's just the most expedient approach to problem solving, and that by-and-large the reputable companies and technicians doing it are probably quite competent.
But it still feels like a huge risk.
I'd just make darned sure that you only do this with companies that you trust deeply, and that you try to establish some level of trust with the individual technician you're dealing with.
And, for safety's sake, make a full backup of your machine first. Just in case they screw it up (which, sadly, I've heard of as well).
Article C3767 - June 20, 2009
Leo A. Notenboom has been playing with computers since he
was required to take a programming class in 1976. An 18 year career as a programmer at Microsoft soon followed.
After "retiring" in 2001, Leo started Ask Leo! in 2003 as a place for answers
to common computer and technical questions. More about Leo.
Frostbyte "would not take a tech's word for anything" and says "Even the reputability of a company is no guarantee."
Posted by: john at June 22, 2010 9:37 AMBut he wants people to trust him? He says he can watch while the remote guys do the job but some of theier work can be hidden.
I know a guy who calls to people to fix computers and he told me how he can get behind any password and laughed at how people password protect files.
When a laptop hard drive died on me i went to shop and watched while the guy put in a new one and took away the old one.
someone said remove hard drive before giving it to shop. how will they be able to find out what is wrong with it then since the OS is on the hard drive?
In the comments area - they mention that they are sure to BLOCK any access once the remote access is over... HOW exactly does one go about that?
27-Jun-2010
Posted by: Joan at June 26, 2010 10:31 PM
What about the guy that comes to your house? He can do the same damage. You folks are paranoid. You are supposed to be hiring someone who does the job; who you trust no matter how the repair is done - remote or on- scene.
Posted by: Arthur Glazer at December 22, 2010 2:45 PMI use a remote utility that asks for a code at each end. When the connection is cut, (and can be by the client at any time) new codes must be generated. There is no way for me to go back in later. It won't work. And believe me, I've got better things to do than prowl around someone's system. Again, the same damage could be done with their PC in my lab. I don't look where I don't belong - period.
As far as changing settings- the same could be done back at the lab. You either trust them or you don't.
Those who hire me, trust me. I have a reputation to uphold and would like to stay in business.
You call someone because you want an issue resolved - watch them. Learn. But trust them. Or don't call!
Hi, I recently allowed a linksys phone technician have access to my 2008 IMAC (runs MAC OS X). I have not noticed anything wrong with or strange with the computer since then, but I have been concerned that my computer may still be in some kind of danger. At this point, would you recommend running some kind of anti-virus or spyware program to make sure that nothing malicious has been installed? Or am I in the clear if everything has been okay since the remote session?
thank you for the post!
Posted by: chris at January 1, 2011 12:24 PMI thnk it is ok for say Toshiba.HP,Microsoft my
Posted by: Alexander Nicol at February 25, 2011 8:12 AMISP to be able to share my computer.I have done
so in order to fix a problem.Now if i had something on my hard that may be illegal, i would not share.