Using TeamViewer for Remote Support!

TeamViewer – first impressions

I recently tried out TeamViewer for the first time after it was recommended to me by another tech. Most of the support calls I get have to do with virus removal, and internet access is usually compromised, or at least degraded, so remote support isn’t an option. But this call was for printer support, so I thought I’d give it a try. Here are my first impressions…

The website

I was impressed with their website, easy to navigate and everything was explained in plain language making a great first impression.

Here’s a blurb from the TeamViewer.com website…

With TeamViewer you can remotely control any computer as if you were sitting right in front of it – even through firewalls. All your partner has to do is start a small application, which does not even require installation or administrative rights.

The install

There’s basically two parts to using TeamViewer, the person who is going to have remote control needs to download and install the Full version and the host only needs to download and run the TeamViewer QuickSupport version. I was able to walk the person through the TeamViewer website over the phone to download and run the QuickSupport app. Easy peasy.

When you launch TeamViewer QuickSupport you get assigned an ID and a Password. Give that information to the person who is going to remote control your computer and they’ll enter it into the full version remote connection tab. Abracadabra, hocus pocus, like magic the connection is made.

Remote control

For the printer I was troubleshooting I was able to quickly browse around the computer and check the usual suspects: event viewer, device manager, print drivers, IP address, etc. Because I was remotely connected it was like I was sitting in front of the computer and I was able to poke and prod and gather tons of information on the problem that would have taken me much longer to walk someone through over the phone. The speed and display were good so I was instantly a fan.

TeamViewer also provides the ability to transfer files, simply by “drag-n-drop” from your local machine to the remote computer. Since I already had the latest print drivers on my computer that saved me from having to go out to the web on the remote host, searching the manufacturer site for the drivers, filling out the contact form, and downloading them again. It was simply… drag, drop, done. I can see this being helpful for virus support too, since many viruses block access to downloading anti-malware tools and updates.

The downside

The troubleshooting eventually led me to having to restart the physical printer while holding down a reset button on the network adapter in order to have it get a new IP address via DHCP. So an on-site visit was needed to complete the job. So while TeamViewer allowed me to quickly provide a remote diagnosis, nothing beats physical access to the device you’re trying to fix. Especially when you need to press buttons and unplug cables and such.

The result

Ultimately I had a great first impression of TeamViewer. If I can find a way to integrate it into my work flow I’ll get a site license and become an evangelist, but for now I’m providing a link to the TeamViewer.com site here in hopes that you might find it useful. It’s free for personal use, and is simple to setup and get connected. Give it a try and let me know your results.

Hope this helps,
Erik

This is one of the more frequent things I hear from folks. You type a search request into your favorite search engine, but the results are all unrelated to the actual query. And there are lots of obviously bad sites showing up in the search results. Short and simple, you’ve got malware.

A while back I came across an article written by Rorschach112 called How To Fix Google Redirects – and all the steps/tools outlined in that post are very effective at resolving a lot of the Google redirect problems that I have had to deal with. So I thought I should post a link in case you’re the type of person who likes to fix-it-yourself.

How to fix Google Redirects, aka Win32/Olmarik, Rootkit.Win32.TDSS.u, Win32/Alureon.F, Backdoor.Tidserv!.inf

This infection hijacks your browsers to divert search engines to malware sites. Another symptom is getting the error message “DCOM server protocol launcher server terminated”. It is important that you do not try fix this infection manually, or to let your anti-virus program do it, as it can result in an unbootable machine if removed badly. This guide is designed to remove the infection easily and effectively, with no side-effects.

Rorschach112 goes on to describe step-by-step what you’ll need to do. He includes links to the specialized tools you’ll need and provides screenshots of what to expect along the way. It’s a simple straight-forward self-help document. So if you’re search results aren’t what you expect, give it a try.

So how did I get infected with this stuff?

I found the article above while researching the Backdoor.TidServ infection that Symantec found on someone’s computer. As it turns out this particular virus had originated back in 2008 and has morphed quite a few times and is still actively affecting machines. It uses various techniques to trick a user into installing the virus.

Some of the infection methods involve posting links in blog comments, or web forums that point to sites which have been hacked via SQL injection. By exploiting weaknesses in database security a malware author can insert code into a web form which can alter the contents of a website, often without the web site owner becoming aware until well after the damage has been done and the site visitors have been infected. This is sometimes referred to as a drive-by infection, because the visitor to the site may innocently stumble upon a site that has been hacked in such a manner and not be aware the they’ve picked up a virus until much later when they try to search for something.

Other methods of infection involve peer to peer file sharing services. The majority of traffic on these file sharing services is from people trying to obtain pirated/illegal software and keygens or cracks to unlock software for free. The malware authors often post their wares with names of popular search items and just sit back and wait for folks to download, install and infect themselves.

So why do virus writers do it?
Well, the answer is quite simple really. Money.

By redirecting your search results to sites of their choosing they can trick you into visiting sites which have a pay-per-click kickback to whomever referred the visitor to the site. If a virus writer could infect and refer 1,000,000 people it adds up quickly.

Even more profitable are the pay-per-install programs. There are companies which offer affiliates a small fee from sales of their software. Symantec studies found one software in their research that paid referrers $0.15 per install. That may not sound like much, but if a person controlled 200,000 machines with a backdoor trojan and told them all to install that piece of software it’s a quick $30,000.

Be safe out there, and as always, if you need anything I’m here to help!
-Erik

Gibson Research Corporation – GRC.com

Have you tested your shields lately?

The folks at GRC have created a web-based scanner that will tell you exactly how secure (or insecure) your connection to the internet is (or isn’t). Click on over and you’ll find ShieldsUP listed under Services at GRC.com

Here’s what they have to say about their scan…

This Internet Common Ports Probe attempts to establish standard TCP Internet connections with a collection of standard, well-known, and often vulnerable or troublesome Internet ports on YOUR computer. Since this is being done from our server, successful connections demonstrate which of your ports are “open” or visible and soliciting connections from passing Internet port scanners.

via GRC | ShieldsUP! — Common Ports Probe .

The ShieldsUP scan is one of the tools I use and recommend, (along with lots of other offerings from GRC.com more on those later). It takes a minute or so to run the port probe, but the satisfaction that your internet connection is secure is well worth the wait. And if your connection is insecure you will get detailed information on the open ports, what the risks are, and what you can do about it.

Head on over and run the scan. If you don’t get a “True Stealth” rating let me know and I’ll see if I can help. Here’s the results of my most recent scan…

Your system has achieved a perfect “TruStealth” rating. Not a single packet — solicited or otherwise — was received from your system as a result of our security probing tests. Your system ignored and refused to reply to repeated Pings (ICMP Echo Requests). From the standpoint of the passing probes of any hacker, this machine does not exist on the Internet. Some questionable personal security systems expose their users by attempting to “counter-probe the prober”, thus revealing themselves. But your system wisely remained silent in every way. Very nice.

As you can see, the results are written in a clear and friendly style. Gibson Research Corporation is another one of the good guys out there helping to tame the wild and woolly internet for folks like you and me. Now go check your shields.

Tech Tip – Vulnerability Scanning – Secunia.com

Most Windows users know about Windows Update and probably have it set to check automatically for critical updates to Windows. But what about the rest of your software?

That’s where Secunia comes in to play. I first learned about Secunia from one of the network security conferences I regularly attend and found them to be one of the good guys.

Here’s what they have to say about their software inspectors…

Scan, detect, and update vulnerable programs. The Secunia Software Inspectors are the first internal vulnerability scanners that focus solely on detection and assessment of missing security patches and end-of-life programs – the result is an unprecedented level of scan accuracy. Scanning for missing security patches and vulnerabilities have never been easier or more precise.The Software Inspectors are perfect supplements to Windows Update as they inform about missing patches for thousands of third party programs. Secunia offers three Software Inspectors, each with a specific user focus.

I personally use the free PSI (personal desktop) product on my home computers and run the online scanner as part of my diagnostics when servicing clients. Give it a try and see what you think.

http://secunia.com/vulnerability_scanning/

I often hear folks talking about problems they are having with their computers and the first thing I think is “How can I help?” Some people want advice, others want someone to just fix it, and still there are others who just decide to live with the problem. If you fit into either the first or second category, then you’ve come to the right place. I’m here to help.

I thought about changing the default title,but it actually seems pretty appropriate for my first blog entry. So let me start off by saying “Hello World, and thank you for stopping by.”

There are tons of options when it comes to getting your computer repaired, upgraded or even just diagnosed. The electronics stores have their tech teams, there are IT consulting firms, and then there are the people you know and trust. My goal is to become one of those people you know and trust with your computer.

Until next time,

Erik