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Q) When is HelpDeskRC
available?
A) HelpDeskRC is available during the
current operating hours of the OIT Help Desk, which are displayed on the main page of the OIT Help Desk
website.
Q) How secure is HelpDeskRC?
A) HelpDeskRC is very secure. When a HelpDeskRC
session is started, two encryption keys are generated, one for your computer
and one on the Help Desk representative's computer. Those keys are used
to encrypt the HelpDeskRC session so no one
can eavesdrop in on the session. The encryption method used is 128-bit
AES, the encryption
standard approved by the federal government.
Q) Once I've installed the plug-in software on my machine,
can a Help Desk representative (or anyone else) use that software to take
over my computer after the HelpDeskRC session
is over?
A) No. Even though the small plug-in software remains on your
system, it will not work without an encryption key, and the only time the
software is issued an encryption key is when you submit a request for HelpDeskRC
on the HelpDeskRC request web page. So there
is no way anyone can remotely activate and run the plug-in
software. Macintosh users should be aware that the plug-in file
for their system is only temporary and will no longer exist once the
session is over.
Q) Even though the plug-in software is not a security
risk, I would still like to get rid of it. Can I do that, and if I do,
will it impact my ability to use HelpDeskRC in the
future?
A) You can get rid of the plug-in if you wish--if you use the
service again in the future, it will simply be downloaded again. On
Windows machines, the file is called chatlnk.exe and is found in
either the Windows\Java directory or the Winnt\Java directory (if it is
not in either of those directories, use the Windows search tool to see if
and where the file is on your system). Once you find the file, simply
delete it. On Macintosh systems, the only item that remains is an alias
to ecplugin--the actual executable file is deleted from the system,
so the alias will not work and can be deleted is desired. On Unix
systems, simply delete the ecplugin file in your home directory
using the rm command.
Q) How exactly do I stop ScreenSharing
(so the Help Desk representative can no longer see or work with my desktop)
A) Windows users would shut off ScreenSharing using the
ChatLink window. In the ChatLink window
(which starts minimized when the HelpDeskRC
session starts), go to the menu bar and click on ScreenSharing.
Select Stop ScreenSharing. That will end ScreenSharing, and
the Help Desk representative cannot restart ScreenSharing without your
permission (without you clicking OK when notified that ScreenSharing
is about to begin). Macintosh and Unix users can only shut off
ScreenSharing by ending the HelpDeskRC
session altogether (accomplished by exiting the chat window). On all
systems, you can always momentarily interrupt the Help Desk
representative's control of your keyboard or mouse by using them yourself--your
keyboard/mouse control overrides the representative's control.
Q) In the HelpDeskRC
box where I select my Help Desk representative, it says "Powered by
GoToAssist(tm)"
What is GoToAssist(tm)?
A) GoToAssist(tm)--formerly DesktopStreaming(tm)--is the name of the
technology, created and owned
by Expertcity, Inc. of California,
that powers the HelpDeskRC service.
The OIT Help Desk purchased the use of this technology from Expercity in
order to make the HelpDeskRC service possible.
You can learn more about GoToAssist(tm) at www.gotoassist.com.
Q) Will HelpDeskRC work
with newer Macintosh computers running OS 9.1 or OS X?
A) The company that produces the GoToAssist(tm) technology that
makes HelpDeskRC possible, Expertcity,
has no plans to support the newer Macintosh operating systems. We
are looking into acquiring similar technology that will allow us to
provide HelpDeskRC-like
service to our Macintosh users.
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