I turned off your remote access...

[TechLady]

"I turned off your remote access because it felt like I was leaving the door access open to hackers."

Customer now has virus they need cleaned off but of course I can't get in. Anyone have any good points to share with people like this in regard to security fears?

 

[drpcfix]

The tool is just to save you time, if they opt-out of it, just explain - "sure, you can turn that off - when we need remote access next time keep in mind it'll be billable time to get connected to you. That's the tradeoff"

You can always get connected to them with a manual intervention right? (have them get a new manual session/whatever?)

I tried to google for a document explaining how safe remote support tools are, but I could only find articles explaining how they lead to hacks - haha

 

[kwest]

I would put teamviewer quick support on their desktop. I let them know what when you open the program and send me the id and password I will have access. Once you close it I will no longer have access.

Simple.

 

[TechLady]

But I don't use Teamviewer, and they are not so much worried about ME having access as the Internet Bad Guys. People are concerned that if the remote software is even on their computer, it's a door for everybody somehow. I think we need to have an answer for this concern.

I thought this might come up someday, what with all the "Microsoft" scammers using our remoting software now...

 

[MDD1963]

Learn/explain the security/encryption behind the product in question, explain the password features....?

If customer still insists on disabling it, explain the more expensive options with your time that have now come to pass due to his/her actions of disabling access....

 

[ComputerRepairTech]

But I don't use Teamviewer, and they are not so much worried about ME having access as the Internet Bad Guys. People are concerned that if the remote software is even on their computer, it's a door for everybody somehow. I think we need to have an answer for this concern.

I thought this might come up someday, what with all the "Microsoft" scammers using our remoting software now...

Beats me, I use screenconnect and turn on the consent to control feature and pretend like I cant possibly connect without their permission. In reality I could reconfigure the security at anytime but of course i'm not going to do that.

Its probably not even about security, they just don't want you to pop in one day while they watching porn.

 

[HCHTech]

It's a concern, to be sure. For my RMM clients (Max), if they are residential, my default is always to install it to allow unattended access. For businesses, I always explain the choice and do what they want. I don't have any medical customers on it yet, but I do have a couple of financial advisors, and their BDs both will not let me have it on the computers at all. I don't think it's a FINRA thing, I think it's just company policy. It certainly diminishes the value of the system a bit.

 

[Markverhyden]

I could not resist.... LOL!!!!

 

[cypress]

Beats me, I use screenconnect and turn on the consent to control feature and pretend like I cant possibly connect without their permission. In reality I could reconfigure the security at anytime but of course i'm not going to do that.

Its probably not even about security, they just don't want you to pop in one day while they watching porn.

This can be true for some people. I really don't have the issue with clients on setting up unattended access. Once you build up that trust with them they know you have their best interests at heart. Granted you have those that can be paranoid and that is fine, just bill accordingly for the time wasted. What can be most frustrating is when they are really computer illiterate and getting them to connect to your remote software takes forever.

 

[TechLady]

Dude, I'm talking about old ladies. It's an old lady that told me this. It's not porn habits. They're genuinely worried about hackers using the same tools we use.

 

[SlobaBgd]

He he, my mother-in-law is porn-addict. 80-years old lady.

 

[MikeH]

Why do you need unattended access? I was going to offer a remote support option but it does not have to be unattended. Most of the software I have checked out gets them a session quickly and easily. The reason for the question is not to ridicule just for common knowledge.

 

[Markverhyden]

Why do you need unattended access? I was going to offer a remote support option but it does not have to be unattended. Most of the software I have checked out gets them a session quickly and easily. The reason for the question is not to ridicule just for common knowledge.

Unattended access so one can do things without the EU being around. Like troubleshooting problem on a business machine on a Saturday or late at night. I, for one, do not have my business setup for 8-5 M-F or anything similar. I realize that being on a customer's machine during business hours for a non-emergency is something they like to avoid. So it's common for me to connect in the evening. But I always discuss the matter with the customer. If it's something they want to avoid I make sure the software does not start as a service. They will launch it before they leave and I will modify it to launch as a service so it comes back after a reboot. Then turn that off when I am dong the final reboot.

 

[MikeH]

Yes I understand why you would have it for a business. The post I was referring to sounded like it was for a residential customer. That was the only reason I had asked the question. Maybe I was mistaken.

 

[Mike McCall]

Why do you need unattended access? I was going to offer a remote support option but it does not have to be unattended. Most of the software I have checked out gets them a session quickly and easily. The reason for the question is not to ridicule just for common knowledge.

Perhaps it depends on the type of clients you have. What @markverhyden said seems like it would work quite well in such circumstances. On-demand remote support works well for one-off sessions, but may prove cumbersome for managed clients. I have a residential client who has problems joining a remote session even when I'm on the phone with them. Yes, that happens. For me, it's easier to tell my managed clients about the unattended access before they sign-up. The only reservation anyone has voiced has been my ability to secretly look over their shoulder. I make a point of showing them that whenever I do remote into their machine they get a message bubble announcing my arrival. Once I see that they're busy I'm out immediately. Then, after actually seeing how it works they're fine. Of course I explain that I'm unable to see whether they're using their machine until I remote in, and that I try to time it for when they're not using it. For me, unattended access allows me to work when I need to and stay out of their way.

 

[MikeH]

That makes sense. And I guess you have to make a determination for each client. I was thinking that if they had a problem they would contact you, then you could have them join your session. I keep forgetting some people need to have there hand held. Or would rather not have anything to do with it. Like my Dad. He says "just fix the damn thing, lol.

 

[Larry Sabo]

I use unattended access for customers who are physically challenged (Parkinsons) or who ask me to do it (because they find starting the app too complex/a nuisance). In all cases, I get their prior permission to set it up that way.

 

[Markverhyden]

Yes I understand why you would have it for a business. The post I was referring to sounded like it was for a residential customer. That was the only reason I had asked the question. Maybe I was mistaken.

Your memory is working correctly! LOL!!! The same can apply to residential as well. Like was mentioned for some it's a major deal to even launch an app. With my Dad, 91, I have to talk him through it every time. Also, remember that some residential customer's schedules may not fit yours. Basically the same thing as with a business customer.

 

[MikeH]

My girlfriend would argue your point about my memory And I can see that unattended access for residential customers too. And I get frustrated waiting for my dad to find an icon I tell him to find or what ever it is. I don't let him know I'm frustrated, in fact I can get frustrated coaching anybody to do something on there computer unless their computer savvy. Thank God for remote access. I've just started using it and have fix a few issues. Right now it's just with family members. But I'm telling them to SPREAD THE WORD. I need some clients.

 

[Markverhyden]

I cant remember the last time someone complained about my memory..... LOL!!!!