[ubuntu-uk] Remote support was Sad but true? From the Register

Paul Sutton zleap at zleap.net
Sun Jan 18 10:49:59 GMT 2009


> While just fixing things is what some people want, some level of
> education should be involved (I believe anyway) so that if it happens
> again they can fix it themselves.
>
> Just a few points to think about, otherwise I fully support the idea!
>
> -Matt Daubney
>
>
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> https://wiki.ubuntu.com/UKTeam/
>
>
>
>   
I agree here, a few years a go I found myself fixing a friends computer 
and re-installing windows etc from the restore cd's

I got him to the point quite easily where he could insert the start up 
floppy, follow the instructions and get back to a working system, on his 
own, so he relied far less on me to walk round,

I tried this with someone else and he was not interested, in me actually 
teaching him things,

So it depends on the individual and perhaps their attitudes. Personally 
if i am constantly fixing virus problems and recommend using a virus 
checker, which I download and install, if they can't be bothered to keep 
it maintained, then what chance have we got, but I would have to teach 
them how to keep it maintained, in the same way someone teaches me how 
to check the oil in a car (see below)

Preventative maintenance is simple enough.

As for the point on trust, the only thing I can think of regarding 
remote support is to use gpg keys for the actual access authentication, 
the only way this would work is setting up these with the user, and 
having keys signed. At proper sessions.

Perhaps when helping people we need to issue them with a basic checklist 
of common faults, a bit like the steps you go through when you call tech 
support. It also helps the person helping the end user if the end user 
knows which gui they are using or even which operating system and version,


Paul

-- 
Paul Sutton
www.zleap.net
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