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tech support on pc and monitoring

by girlneedsaclue / March 18, 2017 5:46 PM PDT

I hope I am in the right place for this question, please feel free to direct me if not.

My question is about monitoring my pc.
I was added on to my company's tech support contract, program on my personal computer at home. I have the icon on my computer and if I have a problem I call them. They either help me on the phone or access my computer remotely.

The other day something happened on my laptop, doesn't have the icon so not sure why but it seemed someone was accessing it remotely.

I did a little research and saw vcn software is used to monitor employees and found Realvcn in my programs.

Someone helped me locate files and they seem to show log ins or attempts but they are all another language to me.

There are files under endpoint, tasks, log, all under the program or file Kaseya
I see some that say connection to desktop handler los. The pipe has been ended.
client disconnect,
another says; kaseyataskrunner64.exe with a bunch of lines/codes.

I don't know what to look for to see if in fact it is some monitoring, which is not allowed since it's my personal computer and I am on contract, not an employee.
anything specific I should look at or does anything I said here indicate it is a monitoring system in addition to the tech group?

anything specific to look for or does any of this seem to

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All Answers

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My bet is that was RealVNC
by R. Proffitt Forum moderator / March 19, 2017 8:41 AM PDT

But given you signed up for monitoring what you wrote looks normal and further questions should be to the support you paid for.

Except for that question about monitoring on your personal computer. You can't have it both ways. That is, if you signed up for and installed their monitor software then they do have access to that PC.

That is, you allowed this and then seem to write you don't want this.

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I see RealVnc under programs
by girlneedsaclue / March 19, 2017 9:55 AM PDT

I didn't sign up for monitoring nor did I sign up for anything and I also did not install any software. I said yes to being able to use their tech support, which I was thankful for. When it was initially set up, the person from the support company, a different name, configured my computer. I am not a tech savvy person, honestly finding what I did find took forever.

I didn't know if this is just a normal update type thing or if they are actually monitoring my personal, private p.c.

in fact because it is private/personal I don't have access to certain company files from it. So, I did not sign up for anything but verbally said great I will have tech support. In your opinion, does this look like I am being monitored or documents my activities ?
thanks for replying

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There it is.
by R. Proffitt Forum moderator / March 19, 2017 10:05 AM PDT

Given the install apps no one can answer what they are looking at. But given the RealVNC it is possible to access everything.

You answered yes to their tech support and to them installing what they use for that.

What they do with that is not something we can answer. You must ask them.

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by girlneedsaclue / March 19, 2017 12:05 PM PDT
In reply to: There it is.

I realize now it's connected with the tech desk but thought maybe there was a way to identify if the actions or access was a generic type thing of if they were actually monitoring my movements, reading what I write, etc.
I am not an employee and since it's my personal computer I would want to know and say yes or no to having them on there. It looks like will have to call them and ask but was just hoping I could find out on my own first

thanks again for replying

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Normally I would have noted file access logs
by R. Proffitt Forum moderator / March 19, 2017 12:21 PM PDT
In reply to: thanks

But how RealVNC works it's not like they log in under their own name so that's a dead end. Also, most virus scanners can wipe out the last access time stamp so that's a dead end.

I guess if you wanted to test if they are watching files and such, you could use the honeypot method. Put something into there that is irresistible and see if they fall for it.

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link and accessing a laptop not linked to the tech support,
by girlneedsaclue / March 19, 2017 1:22 PM PDT

I had all these logs, tasks, etc all under the name Kaseya but it is nothing I understand and figured maybe it was something more generic and easy to identify monitoring versus system checks or whatever they do. I don't pay for it and have no idea if each contract they have includes different things. My ignorance I guess, figured it was nice of them to add me to their list and never dreamed of being monitored.

I have a laptop sharing wifi and I guess network (I am really not knowledgeable on (computer programs) but my laptop seemed to have been remotely accessed, which made me question this. If it is on my desktop, can they also access my laptop?
I started to look at the link but didn't read all of it since I have to create an account. Thanks again for your help

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My opinion differs.
by R. Proffitt Forum moderator / March 19, 2017 2:03 PM PDT

It's common for some of those support systems to install VNC or a variant. You can debate me here, the ugly truth is there it is.

As to my link, it's a search and should not require a login. Now the results of the search is what I'm referring to. There are always content that may require more logins but the search on its own should be enough for many to get the idea of the idea.

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that was my thought
by girlneedsaclue / March 19, 2017 2:18 PM PDT
In reply to: My opinion differs.

I wasn't sure if the VNC software was required for any tech support but when I saw all the logs, not every day but only some, including when I had the issue on my laptop I questioned it. Thinking the codes or logs would be an indication or explanation or something that would identify what was going on is why I posted here.

I guess these files, logs/tasks, endpoints really don't say what it is for and could be several things, including updates, system checks that are on every computer, company ones and mine is just part of it. I just want to know if they are monitoring my activities and if they are reading personal emails/word, excel files, etc.

I could look at the link but to read further I needed to sign on or join.. I am too frustrated and exhausted to try and figure things out. I was up all night the first night;

thanks again... my brain probably reached it's limit for new information lol

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Your next move is your choice.
by R. Proffitt Forum moderator / March 19, 2017 2:45 PM PDT
In reply to: that was my thought

I don't use such services (you can guess why) and if I found such on my PC, VNC and such would be toast.

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it depends
by girlneedsaclue / March 20, 2017 9:51 AM PDT

If they aren't monitoring and it's just a general system check/update I don't care and if they are monitoring, I would want to see what specifically they do monitor, why and what is done with it.

I should probably check with the company that gave me access to the service and see what they say. I was just hoping I could confirm or not on my own. thanks again so much for your time Happy

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I hope you see why I can't answer what they do.
by R. Proffitt Forum moderator / March 20, 2017 10:00 AM PDT
In reply to: it depends

VNC and it's variants allow pretty much carte blanche: permission to do something in any way you choose to do it. So without installing more apps to monitor the monitoring I can't tell you what they do.

In short, the app allows them to do anything they want.

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i get it
by girlneedsaclue / March 20, 2017 2:33 PM PDT

I was just hoping some of the files I looked at, endpoint, tasks, logs, among a few would be able to identify specifically what was done

oh well. Tech help I want, intrusive spying I don't want. Monitoring my actions/where I do for example I don't really care hahah

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