New Targets

Get Your Computer Fixed Without Ever Leaving Home

By Kim Boatman

When your computer crashes, slows to a crawl or begins behaving strangely, you want it fixed now. Remote computer repair services offer a convenient alternative to waiting for a house call from a technician or leaving your computer in a repair shop. As long as you can connect to the Internet, remote repair services can attempt to solve your PC problems by having a technician control your computer from afar.

But these services aren’t without their risks, so be smart about choosing a remote repair company.

First, prevent computer problems
The best way to avoid using a remote repair service is to safeguard your computer in the first place, says David Jordan, owner of Pacific Computer Consultants Inc., a Pleasant Hill, Calif., company that provides remote PC services. Here’s how:

1.  Practice regular maintenance. Once a month, empty temporary file folders, your PC’s recycling bin and deleted items in your email. Also be sure to uninstall software you no longer need and defragment your hard drive. If you have Windows XP or an earlier system, open My Computer, right-click on the C drive, select Properties, then Tools, then Defragment Now. If your computer runs a more current Windows program, it should automatically defrag. To make sure the defrag feature is turned on, go to your startup bar and search Disk Defragmenter.

2.  Use trusted antivirus protection. Once you install the software, make sure you get the updates and receive all patches and updates for your operating system too, advises Jordan.

3.  Protect your network. Thieves roam neighborhoods looking for open wireless networks. “You should have a decent firewall or router that protects your home network from inbound attacks on the Internet,” says Jordan. “These can be purchased at most major stores for under $100.”

4.  Use a non-Microsoft browser. Since many Internet attacks focus on Internet Explorer, try using another browser, such as Mozilla Firefox or Google Chrome.

5.  Be sure to back up. Make sure you regularly back up files to an external hard drive or online backup service. That way, if they’re lost or stolen, you can still access them.

6.  Keep vulnerable information safe. For confidential information, you should password protect the files or use encryption, which encodes information so it can only be read by your computer. Financial software such as Quicken or Microsoft Money offers encryption with the click of a button, says Michael Davis, CEO of Savid Technologies, a suburban Chicago-based IT consulting company that offers remote services to its clients.

What to do if you need that repair
If despite your best efforts, your PC needs repair, Davis and Jordan advise using this checklist before you select a remote computer repair company:

• Avoid cheap deals. “If it’s really, really cheap, there’s probably a reason,” says Davis. Many companies outsource to areas of the world where there’s a risk that the repair company’s computers are infected with viruses, cautions Davis.
• Verify legitimacy. Ask how long the remote computer repair service has been in business and whether its technicians are certified. And considering your computer likely contains personal information, you should also ask if the repair service hires people with criminal records.
• Make sure the company stands by its work. In case there are malfunctions after your repair session has ended, ask how the service will deal with them.
• Ask about access to remote control software. “Have the company explain how they control access to that remote control software and let them know you only want it used to aid in fixing your problems,” says Jordan. “Get it in writing.” Consider using providers who rely on one-time-use remote control software or software that you have to explicitly allow each time, advises Jordan.
• Watch the repair. Some companies convert your screen to a screensaver while they make repairs, says Davis. Tell them you want to watch the repair, and don’t walk away from your computer during the process.
• Questions? Ask for a supervisor. You should be able to understand what the remote repair agent is doing while you watch the repair. “If you have never seen the screens they are using, make them justify what they are doing,” advises Davis. Look for files ending in .reg or .bat, which could allow remote access at a later time or make your machine perform tasks you haven’t authorized, says Davis. Ask for a manager or supervisor if you see these on your screen.
• Verify functions. Before a remote support session ends, make sure the repair agent didn’t damage other functions. Test printing, email and Web browsing.
• Check security software. Often, remote techs will turn off firewalls or other security features so they can nail down the problem. Make sure the tech re-enables security services.

Finally, expect the service to leave no trace. “When the repair is finished, make sure the remote service disconnects. Ask the technician to uninstall any tools they’ve downloaded before they’re done,” says Davis. “It really comes down to using common sense.”