Tuesday, February 17, 2009

Tech Support Is About To Get Easier With Intel's Remote PC Assist Technology

intel logoOriginally announced late last year, Intel's Remote PC Assist Technology enables an equipped PC to make a fast call for help and request remote technical assistance from a service provider in the event that the user encounters a problem with their. The program utilizes a hardware based technology so it works even when the OS, network software, or applications are not functioning,. Allowing a tech support team to quickly and easily diagnose problems from a remote location.

Originally announced and made available in late 2008, Intel Remote PC Assist Technology has been an option on PCs with Intel Core 2 processor with vPro technology using the Intel Q45 Express Chipsets. The program has been undergoing testing and will expand to consumer PCs in 2009. For the consumer PC market, the chipset is a modified version of the G45 chipset with Intel Remote PC Assist Technology added. A broader version for notebooks and desktops is expected to be released sometime in 2010.

The program uses an encrypted Internet connection via the TLS to perform remote diagnostics on your PC over a secure, wired network connection. When faced with a blue screen or non-responsive machine the user presses a simple key sequence that launches the help process. The user would then see either a list of qualified service providers who have the capabilities to help or a dedicated service provider with which your company has an existing relationship.

Norton 360: Comprehensive, automated protectionOnce a service provider is selected, the user receives a code to share with the agent over the phone. Using this code, the service representative can then connect to the PC remotely and diagnose hardware and software problems, and in many instances repair software-related issues over the wire.

Where Intel's Remote PC Assist Technology and vPro Technology differ from other available options is that it's an on-chip based solution encoded into the bios. So even when the operating system is down a PC can connect for support. vPro also allows users to configure PCs to connect automatically to receive software updates and patches even if the PC is asleep or powered down and without effecting the PC user.

While I'll admit this sounds a lot like a big brother chip and I could see some potential draw backs. I can see some major advantages for anyone providing support for multiple computers. Imagine how much easier this would make helping out that grand parent that lives across the country with PC issues. Tell grand-ma to type in a short code, connect to your PC and you get a snapshot of the exact issue.

1 comment:

  1. Remote access without a bootable OS is a pretty dramatic departure from regular desktop support applications. Definitely going to take a close look at this product. It may be the solution we've all been looking for.

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