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.
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.
I asked for Dell's Tech services guy on the 'phone in India (one can't get around the Indian call center system....it seems that everybody does it...cheaper labor....) to take over my new Dell under warranty to fix a problem, and I most definitely didn't want to be "talked through" a two hour session of agonizingly detailed steps on my keyboard with those staccato accents...in this case the English was good, clear, and the connection was perfect.
So, their procedure is that once both of you are connected, he brings up a page on your screen containing a blank space in which you type the five digit number he dictates to you over the phone from India. That enables him to "enter" your machine.
After that, you can watch your cursor being moved about on your screen by the Indian tech guy....it's a surreal experience....but there you have it.
I had no qualms, because my email account as well as banking, etc are all password protected....each separately from the other....there is no "master password" for anyone to hack.
For me, the key thing was that I was watching my cursor move on my screen at all times.
Then.....the mutual connection can be severed by you at any time if you don't like the way things look. Hence...the 'control' is still with you....the asking customer.
In my case, I was completely satisfied during and after the successful session.
Cheers, and good luck.
Posted by: Charlie Griffith at March 2, 2012 3:00 PM...here's an afterthought....the sound-character-quality of the voice on the other end of the phone is important. Presumably these phone-tech guys are chosen for English proficiency....but that's a matter of degree.
They generally speak in harsh-sounding staccato automaton-scripted accents in which the English is textbook correct, which unfortunately ends up sounding like a string of rapid syllables.
So...it's still your call (no pun) ....if you don't like the sound-quality-confidence-factor in his voice, break off the connection.
I had one female on the other end of the phone who was completely unreadable....their high pitched sound simply does not transmit well over a digital phone line across ten or twelve time zones...and, bounced from a satellite. Low-pitched male voices are without question the best.
Posted by: Charlie Griffith at March 2, 2012 3:23 PM