In an era of high-speed Internet access, telecommuting, and virtually instantaneous communication world-wide, it's unbelievable that most computer service companies still require you to bring your computer in to the store, or pay exhorbitant amounts to have someone come to your home or business to service your system.
Certainly there are times when this is necessary, such as a hardware problem that prevents the computer from turning on, incorrect network settings that are preventing you from connecting to the Internet at all, or a virus that has done enough damage that Windows will either not boot, or crashes after a very short time.
Q: How does this remote service work?
A: First, you need to install a couple of small software packages provided by CB Services. When you run these, you are connected directly to CB Services' business network, and your computer screen and mouse/keyboard control are shared over the Internet to a technician's computer. That way, we can control your computer just as if we were sitting in front of it, from our location.
Q: That doesn't seem safe. Does that mean you can take over my computer whenever you want?
A: No. CB Services cannot take over your computer without your permission. None of the software involved starts automatically with Windows. You have to specifically and manually start two separate programs in order for CB Services to control your system. It is CB Services policy to shut down one of these when finished repairing your computer. This immediately prevents CB Services from controlling your system. You can shut down the other one yourself, or simply reboot your machine, which will completely turn it off.
Q: Can anybody else control my computer using this software? How safe is it?
A: No. No one else can take over your computer, and it is perfectly safe to use. A VPN is used to connect your computer to the CB Services network. This is the same technology that many large and even multinational companies use to allow offsite workers to access business networks. Depending on your version of Windows, one of two different VPN technologies is used, both of which use 128 bit encryption. This is the same level of encryption that banks use for their online banking sites.
The remote control program is protected with a password that's equivalent to a 136-bit key.
Q: What if my computer won't turn on? Can you still fix it remotely?
A: Unfortunately, a problem which prevents Windows from booting, or prevents you from connecting to the Internet at all - for example, a hardware issue, a virus which has damaged the Windows boot sequence, or incorrect network settings - will also stop Remote Support from working.
Most other problems like viruses, adware/spyware popups, security issues, software installation, bizarre error messages, and more, can all be solved using this cost-effective Remote Support solution. If you do have a more serious problem, you can always take advantage of CB Services' guaranteed lowest service rates for in-store or on-site service.
Q: Why aren't other companies doing this?
A: There are two possible reasons for this - what could be called the practical and cynical reasons.
Pratical: Most larger service companies are either franchises, or have several locations spread across a large area. The corporate network isn't directly accessible for employees or franchisees in a way that easily lends itself to this type of service. This means you couldn't connect your computer to the service technician's network securely, so, while this remote control would be possible, it wouldn't be safe to do so.
Cynical: They also make more money by doing on-site service.