Remote Computer Repair 101

The communication between your computer and our Expert's computer is encrypted with the same encryption used for on-line banking.  In addition, no "holes" need to be opened up in your firewall as the connection is actually "outbound" (initiated from your computer outward) - this is a major change from the way remote access used to work, and now it is completely secure (and much easier to use).  We use LogMeIn Rescue, here is some more information about LMR and security - https://secure.logmeinrescue.com/HelpDesk/Security.aspx

Aren't there a lot of problems that can't be fixed remotely?
While there are some issues that just can't be fixed remotely (hardware problems for example), luckily hardware failure rates are very low and thus most problems are software-related.  Our Experts even have the ability to reboot your computer into "safe mode with networking" for more advanced troubleshooting.  The most common reason we are unable to initiate a remote support session is because the user's computer is so infected with malware that it can no longer maintain a stable Internet connection or run Internet Explorer - but even in those cases we have had some success in walking users through getting their computer "serviceable" again via a chat session on another computer (or on the phone).

What is to stop your technician from getting back on my computer later without my knowledge?
At the start of the remote support session you download a small program to initiate the remote support connection - and before the technician takes control of your computer, a prompt will come up asking if it is ok to allow the technician to remote control your computer.  That permission only lasts for the length of the session - once the session is over (once the remote support applet is closed), the technician no longer has access to your computer.

What do I see while the remote support session is going on?
The technician actually takes over your keyboard and mouse - so you see the mouse moving around and things being typed as if the technician was sitting at your computer.  Thus, you can watch everything the technician does if you like.  You can always take control back if you want - your keyboard and mouse input takes priority over the technician's.

How does the Expert "find" my computer on the Internet?
We get this question a lot from people used to the way older remote access software worked.  In the "old days", in order to connect to a computer remotely, you had to know it's "IP Address" (location on the Internet), and that IP address had to be a "public" address or changes had to be made to the user's router or firewall.  The software we use (and commonly used today) uses a different method completely.  When you initiate a chat session with one of our Experts, you are actually connecting to a "gateway server" - then that gateway server tells our technicians "hey, customer x is waiting for help".  When the Expert is ready to help you, he "picks up" your session, and the gateway server connects your computer with the Experts computer (that is an over-simplification, but hopefully you get the idea).

Is remote computer repair slow?
Our remote support tools don't require much bandwidth - even the most basic high-speed Internet connection allows our Experts to control your computer like they are sitting in front of it.  Best of all, you don't have to drop your computer off at the shop or wait for a technician to make it to your home.

I hope this article proves useful for those people that are new to remote computer repair.

Visit www.smileyfacepc.com today - We Make Your Computer Happy!