What should I know before using remote support?

  1. How can I tell if it's enabled or disabled?
  2. How do I turn it off?
  3. Does it come back on automatically when I restart?
  4. How can I uninstall it?

Our remote support:

If the icon is black, it's enabled but not in use. If it's green, you are screen sharing:

Clicking Exit will disable the screen share, and the icon will disappear. To re-enable it, find Splashtop in your Applications folder.

This box is unchecked by default. Only if it's checked will the screen share re-enable after restarting your computer (some clients prefer this):

The uninstaller is bundled with the installer:

Good Questions to Ask:

HackerScreen sharing can be a powerful, cost-efficient tool to resolve tech problems. But current hacking / identity theft and scamming / scareware techniques mean vetting is prudent. You should feel comfortable asking important questions like these, and any reputable IT consultant should be able to explain these essentials in plain English. Remember, thieves don't need physical access to your computer!

Did they contact me first? A recent trend is a scam that begins with a (fake) pop-up alert saying your computer has problems, and to call a support line or click a link. A psychological trick: they contact you first, even though you make the call. Make sure you initiated the support request from the very start. If a suspicious message concerns you, have a reputable 3rd party weigh in.

Background CheckedCan you verify the identity of the company and person you'll be working for? 100% of our operations are US-based and our address is below. Our consultants have all passed NNA-certified background checks, an industry standard for screening. Your consultant's screening can be provided upon prior to your appointment.

What is the software being used, and how to tell if it's in use. At nycmac.com, we use SplashTop, a mainstream service which exceeds HIPAA requirements for privacy and security using AES-256 bit encryption. You will have a clear indication of when screen sharing is enabled (black), active (green), or disabled (not there), via a menu bar icon.

Do you know how to end your session / disable screen sharing? Ending / deactivating our screen sharing is as easy as clicking "Exit" in the menu bar. It isn't re-enabled automatically. SplashTop's Uninstaller is also bundled with the Installer.

Does my consultant need to know my password(s)? You don't have to reveal your passwords. With the software we use, your consultant can see only concealed "••••••••"  just as a bystander would see. In certain situations with a vendor you trust, it may save time to provide your admin password, but it's not something you should do automatically.

 


Our mailing address:

Moosewood Consulting, LLC
d/b/a NYC Mac Support / nycmac.com
534 3rd Ave, Suite 1101
Brooklyn, NY 11215
(646) 854-6227 (854-MACS)

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Please contact us if you have additional questions about security