Serious Discussion Remote AV desktop support isn't dead

Jonny Quest

Jonny Quest

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It was nice to see F-Secure support go the extra mile in helping with this issue. I know Bitdefender is also willing to do remote sessions when needed.
Is it still common practice, or at least an option for some of the other vendors, too? And I'm mainly thinking in regards to home user product support.
 
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Miravi said:
ESET does this too. If it's needed, you download a temporary remote desktop client from the support chat window.
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Curious what remote desktop app do they use? Because ESET detects AnyDesk if PUA detection is enabled (probably due to those predominantly Indian scammers using it to remote into victim's PC).
 
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SeriousHoax said:
Curious what remote desktop app do they use? Because ESET detects AnyDesk if PUA detection is enabled (probably due to those predominantly Indian scammers using it to remote into victim's PC).
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I did it a few days ago. It was through the browser. No apps needed.

That was unconventional and i dont they they got control of my system. My issue did not require remote access in the first place. I signed up for a trial that gave me Eset Premium, so I contacted support to change the trial license to Essential.

The ticket opened a chat support and I was greeted by the message about allowing connection to my system through the browser.
 
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Divine_Barakah said:
I did it a few days ago. It was through the browser. No apps needed.

That was unconventional and i dont they they got control of my system. My issue did not require remote access in the first place. I signed up for a trial that gave me Eset Premium, so I contacted support to change the trial license to Essential.

The ticket opened a chat support and I was greeted by the message about allowing connection to my system through the browser.
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@Bot Yo Bot, what's the mechanism that ESET support used on @Divine_Barakah that allows remote connection through the browser?
 
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Jonny Quest said:
It was nice to see F-Secure support go the extra mile in helping with this issue. I know Bitdefender is also willing to do remote sessions when needed.
Is it still common practice, or at least an option for some of the other vendors, too? And I'm mainly thinking in regards to home user product support.
Click to expand...
Just about every vendor provides remote assistance support.

Microsoft will do it for 60 Euros, but do not expect to get them to fix the reported problem.

Dell will do it for 60 Euros or an annual 150 Euros Pro Support (U.S. based support and only native English speaker personnel - meaning white people). Again, do not expect to get a fix to the reported problem. It's true about the Dell Pro Support.

Everybody provides the service. Not sure why this is even a topic.
 
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bazang said:
Just about every vendor provides remote assistance support.

Microsoft will do it for 60 Euros, but do not expect to get them to fix the reported problem.

Dell will do it for 60 Euros or an annual 150 Euros Pro Support (U.S. based support and only native English speaker personnel - meaning white people). Again, do not expect to get a fix to the reported problem. It's true about the Dell Pro Support.

Everybody provides the service. Not sure why this is even a topic.
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Why is it a topic.....I wasn't sure if everyone still provided remote assistance due to some of the self help Chat type of websites, compared to the forum type of support sites. It was just good to see it's still happening, as I can't remember the last time I had a remote session.

Thank you for replying, though :)
 
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SeriousHoax said:
@Bot Yo Bot, what's the mechanism that ESET support used on @Divine_Barakah that allows remote connection through the browser?
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When I started a chat with ESET support recently, they insisted on a remote desktop session that I didn't expect at all. After the ESET representative initiated a request for remote access, I was provided a tiny app to download on the fly. I launched it, received an informational prompt, and gave permission to start the session.

The process was incredibly seamless, and my attention was fixed on the chat basically the whole time. I was using Edge at that moment. It sounds like @Divine_Barakah may have had an even more transparent remote desktop experience?
 
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Miravi said:
When I started a chat with ESET support recently, they insisted on a remote desktop session that I didn't expect at all. After the ESET representative initiated a request for remote access, I was provided a tiny app to download on the fly. I launched it, received an informational prompt, and gave permission to start the session.

The process was incredibly seamless, and my attention was fixed on the chat basically the whole time. I was using Edge at that moment. It sounds like @Divine_Barakah may have had an even more transparent remote desktop experience?
Click to expand...
Honestly i did not pay an attention as I was so busy fighting Dell. Btw the remote session was not needed at all. But I am sure I did not download any tiny apps. The session started within the browser.
 
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