Customer service connecting remotely

[Loop2kil]

Someone recently was having problems installing some software and had to call the customer service dept of the software company. I got this info 2nd hand so I do not have all the details. The CSR person asked him to go to the 'start' menu and do something simple(vague I know...but its all I've got) and then the CSR person had control of the PC to fix the problem. I was told that no other information was given to the CSR person but was able to remotely take control of the PC just like that??? How is this possible? unless there was more info given that i wasn't told about.

cliffs:
CSR person was able to remotely take control of a PC without any info being exchanged over the phone...HOW????

 

[Tarrant64]

Hard to say that's possible without special software being installed to support said software. We're able to do WebEx support sessions where I work and it's pretty quick and easy to get remote help. Otherwise, using remote support methods from Windows (Remote Assistance) is most likely not the best idea. More details will help getting the "how" figured out.

Some vendors have built-in software to allow remote control for support should anything happen. Sounds like you have a pretty open network though if it's that easy. We've allowed things like that only by exception, meaning all ports are closed on the firewall unless it's needed and requested for something similar like this.

 

[JackMDS]

Many computers that are sold with pre-installed OS and software by the Vendors are set with the remote RDT On and a setting to connect to the vendor's support.

The customer can initiate the connection and then even a Router in the way might not be a problem.

 

[Loop2kil]

I did fail to mention that this was in his home not from a work network.

 

[JackMDS]

Originally posted by: Loop2kil
I did fail to mention that this was in his home not from a work network.

I am talking about home users, and vendors like Dell.

http://www.bomgar.com/press/pr120705.htm

 

[imagoon]

The "start run" thing can be as simple as "www.gotomypc.com/connect" or what have you. I have shared server terminals that way when software is misbehaving and the vendor needs access. It typically is just a webpage that loads an activex plugin for IE that does it.