Technical Issues

[chenny]

Hi,
I just wanna check with the you guys if you have the same problems as I have with Little Reader.

I just bought the LR deluxe pack & have had troubles with the sounds, they either snapped off or went completely silent. The technical team has been assisting me but so far, no results yet. So they requested me to provide remote access to their technical staff for complete access to my computer and we worked on it for awhile, but the connection broke off. When my brother found out about it, I was sounded for giving full access to my computer, claiming that it was dangerous & I might be bugged, or sth.

Do you guys have similar experience? And was the issue resolved? And any of you out there gave remote access, as I did? Cause I'm not worried over what I've done.

Thanks.

[KL]

Hi Chenny,

Hopefully someone will chime in with their experience, but you can do some searches yourself on whether it's safe.

We use Teamviewer, which let's us remote control your computer during the session. All that allows us to do is to control your mouse and keyboard.
It's essentially no different from having us PHYSICALLY come to your house and work on your computer to troubleshoot (except you don't see our hands moving the mouse and typing on the keyboard ).

After the session, you can reset the temporary password, or it will get reset anyway upon reboot of your computer.  Or if you want piece of mind, you could even uninstall it.

You can also see this:
http://www.teamviewer.com/en/products/security.aspx

Hope your problem gets sorted out soon.  If you prefer another remote desktop solution that you trust more, let us know.

[baz]

No experience with LR's issues but I've had on many occasions (business related) allowed "remote access" to fix technical problems on my laptop..
I believe it is safe as long as you close all private documents/emails/websites and you monitor what's being done.

no worries 

[Kezia]

Hi Chenny, yes, our programmer did inform me that the connection during last time's TeamViewer session broke off. It might be that your Internet connection got disconnected, or the TeamViewer window was closed accidentally -- I'd say it's a common disconnection problem, and it doesn't mean that something "attacked" your computer or anything you should be worried about

Before the disconnection, though, he was able to apply some fixes for your LR problem. Please try and check if the problems you originally had were fixed, and if it still doesn't work, do send us a new Diagnostic Report (email it to support[at]brillkids[dot]com) so we can troubleshoot further.

[Skylark]

My experience is that  it is absolutely safe, if you are doing it with trusted software, for instance TeamViewer

You brother could have gotten worried when he heard the term full access or remote access, since these terms are used to many other unrelated to Technical support, TeamViewer  programs. For example in some countries people share their files using peer to peer networks, which in my personal opinion are not safe, as they do allow other unknown computes to connect to yours. I have never done that, but talked with people who did, and that sounds like a potential trouble   But when you use trusted reputable dedicated software for a dedicated purpose, with time limited session, I believe it is completely safe. It is the same as having technical support personally coming to your house and trouble shooting the problem, or when you bring your computer to service center for technical support to do a minor fix in your presence... So I would not worry about that.

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