Advertisement
 

LogMeIn Remote the new Carrier IQ?

User Rating: / 0
PoorBest 
Tuesday, 27 March 2012

LogMeIn Remote the new Carrier IQ?


Last year Carrier IQ raised concern from several users after they found out the Carrier IQ software recorded everything they did on their phones. With the Carrier IQ saga behind us LogMeIn Remote may now be taking their place. Last week HTC announced their phones will soon come pre-loaded with LogMeIn Remote, which is a client designed to provide remote access for troubleshooting. The idea behind the software is customers can call into tech support and easily have someone access your phone remotely to fix the problem. Below both HTC and Verizon answer some questions about the new application:

HTC:

Will the app only be accessed by HTC customer support/tech support reps? Will third parties be given access?

The primary purpose for LogMeIn (LMI) Rescue is for HTC customer support representatives. If the HTC support representative decides that Remote Assistance would be helpful, the representative will first ask the customer for permission and explain the benefits. Prior to a session commencing, a customer will need to accept the Terms and Conditions for the remote support session and must enter a PIN code which is generated by the technician.

A secondary purpose is for IT organizations that want to use LMI to support their customers'/employees' devices. As LMI Rescue will be pre-embedded on HTC phones, it's an opportunity for any organization or enterprise that would like to take advantage of LMI Rescue to support their customers and may do so by obtaining technician licenses from LMI directly.Is it all opt-in? Will it give us the chance to accept/reject before the rep can get in?

No connection can be made to the app by any technician unless the PIN is entered by the customer and the customer accepts the Terms and Conditions. Customers have complete control over the app: only the customer can launch the app and only the customer is able to give a technician access.When they look at your phone, will you be able to see exactly what they're looking at?

LogMeIn Rescue allows remote diagnosis, configuration and control. If the customer agrees to grant the HTC technician to view the device, the technician and the customer will see exactly the same screen in order to be able to more effectively identify the problem. The technician will see exactly what the customer sees and vice versa.Does the LogMeIn client have the ability to run in the background when a rep isn't using it?

The app is only running when the customer launches the app during a remote assistance session after the PIN is entered by the customer and the customer accepts the Terms and Conditions. During a session the customer can exit, disconnect, end or pause display sharing at any time.

Can the app be uninstalled if the owner of the phone doesn't want it?

This is a pre-embedded system application, so it can not be uninstalled (without root). Our hope is that people have a great experience with their phone and never even need LMI Rescue, but if an issue arises that requires Remote Assistance, it will be there and a support representative can leverage it to get the end user back using the phone normally as quickly as possible.

Verizon:

Now that we're seeing the remote diagnostics tool come to the LG Revolution and Samsung Droid Charge, can we expect to see it on more devices going forward?

The Revolution and the Charge are the first to receive support for this tool. We plan on bringing support for some more devices this year.Will the app only be accessed by Verizon customer support/tech support reps? Or will there be any other third party given access?

No third parties, only Verizon Wireless customer support.Is it all opt-in? Will it give us the chance to accept/reject access before the rep can get in?

Customers with a Revolution by LG or Droid Charge by Samsung who call customer service are not required to use the tool. The tool will not run unless a customer gives explicit permission during a call with customer support. If customer support suggests using the tool as a way to diagnose a problem the customer will see a notification on their device after customer support initiates the Verizon Remote Diagnostics tool. A customer will then see a permission request directly on their device along with "terms and conditions" and an "Accept" or "Reject" button. A customer will need to select "Accept" in order for the tool to run. Customers are free to select "Reject" and the tool will not run.

Customers will also be given a 4-digit PIN by customer support and that PIN must be entered in the device by the customer in order for this to work.

Additionally, access controls are in place for certain apps like email, messaging, etc. Customer support will need to request additional access and customers needs to grant access prior to support being able to troubleshoot issues around those apps. If a customer rejects the tool, customer support will help the customer without using the tool.When the rep looks at our phone, will we be able to see exactly what they're looking at?

Customer support will see the screen similar to the PC remote experience. We do hide the screen from customer support if a password is needed to be entered into an app or web page.Does this app have the ability to run in the background when a rep isn't using it?

The tool does not run in the background. It will only run when a customer calls customer support and gives permission to use the Verizon Remote Diagnostics tool.

Can the app be uninstalled or deleted if the phone's owner doesn't want it?

It's part of the new software update that is being pushed and cannot be removed, but it does not run in the background. It only runs when a customer calls support and gives permission to use it.


 
< Prev   Next >

EVDO News, Tips, Products, Reviews, Verizon and Sprint Experts.
Welcome to the #1 source for EVDO Information. Search our EVDO forums, read our EVDO Blogs, check EVDO coverage and when ready, buy your EVDO products from us, your EVDO Experts. Call us @ 1-866-3GSTORE.
 
The image “http://www.evdoinfo.com/images/stories/evdo_easy_button.jpg” cannot be displayed, because it contains errors.
 

CrawlTrack: free crawlers and spiders tracking script for webmaster- SEO script -script gratuit de dÔøΩtection des robots pour webmaster