That looks like a way to access important confidential information as well as information to fix the computer. Beware!

Hello Howard,
Great point! I guess it would be a really easy way to steal someones account numbers and identity.
Regards, Ron

I’ve done remote service mostly for my local established customers. I know/knew when I designed the way I would do things that some people would be concerned that just anyone could connect to their pc at anytime. In order to help ease that concern I setup something using UltraVNC single click where, essentially, MY computer is listening awaiting for connections from the outside world and THEY have to initiate the connection. (Usually I’ll talk them through this over the phone and keep them on the phone as I work.)

I think for me the real advantage of the remote support is to be able to tackle problems that are “easy fixes”. Obviously if someones hard drive is failing, or if they’re having general network connectivity problems you can’t solve that via a remote connection (you might gather some information though on problems that would need your presence to solve.)

I try to carefully pick and choose the items I do remote support for though. I can’t tell you how many “30 minute drives across town to click 3 things” this has saved me though. The reality is I wind up being able to deal with some of the “smaller problems” quickly that way because I don’t have to deal with scheduling a visit - taking account travel time to visit onsite.

Generally if I go onsite I have a one hour minimum and bill in half hour increments, but for the remote support I break it into 15 minute blocks with no minimum. (Although most wind up in the 30 minute range.) If it’s a short “how do I” kind of issue I’ll likely keep them on the phone, for longer fixes or things that they don’t really care to interact about I’ll usually talk via phone to get things started and then tell them I’ll give a call back when I’ve got things wrapped up.

There have been one or two times that I’ve done “routine maintenance” style work over a remote connection like this and the privacy concern is one reason I’m reluctant to try to expand that use (because I would be requesting people leave (or allow) a remote access program running overnight.)

Now… moving to text mode access - I’ve made quite a bit of use of SSH for remote administration and routine maintenance for several servers that I administer. (And other devices that support SSH like routers) I can’t begin to tell how much time/gas/grey hair SSH has saved me.

If it’s done well I think it can be a good tool in the arsenal.

One other thought - having the individual on the phone through the entire process gives them the opportunity to monitor what you’re doing through the entire process. (i.e. they get to watch every move you’re making on their pc.) Which can also help deal with concerns over “someone controlling my pc”.

Technically it would be possible for someone to design a remote support client that in addition to the OBVIOUS desktop control opened a secret command shell (that remained open.) But then… it would also be possible when you have someone come into your business to do IN HOUSE maintenance on your computer. You do have to trust the person that is doing the service (just as the person doing the remote service has to trust the clients ability to pay.)

It sure does work. If you are a subscriber to Smart Computing Magazine. Their Tech Center and support people are out of this World.

Unlike Microsofty. There is no charge for Hands on phone call service. BUT you have to be a subscriber.
It’s the best Money I’ve ever spent.

Try it! You’ll like it.

RobertO

Thanks for the response and for sharing your experiences with us.
It is appreciated.
Regards, Ron

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