Remote Support Authentication via Monitoring Agent Detection
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Solution Overview
Problem
Existing security measures are inadequate in preventing scammers from exploiting remote technical support scenarios, where users are tricked into installing remote-control software, allowing unauthorized access to their computing environments, especially when the scam appears to be from a legitimate service provider.
Innovation Solution
A system with monitoring agents that detect indicators of remote-control software and execute authentication workflows based on stored authentication settings, including user and system actions, to verify the legitimacy of technical support agents and software, thereby preventing unauthorized access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of repair
If users allow remote technical support access to fix device problems, then device issues can be resolved, but unauthorized access and data theft risks increase
Solution Approach 1:
The system performs preliminary authentication and verification actions before granting remote access. Authentication profiles are pre-configured with service provider credentials, and the monitoring agent checks these credentials in advance before allowing any remote control software to execute, thereby preventing unauthorized access before it can occur
Solution Approach 2:
The patent introduces an intermediary authentication system that mediates between the user and remote support agents. The monitoring agent acts as a trusted intermediary that verifies service provider credentials and manages authentication workflows, preventing direct unauthorized access while enabling legitimate remote support
2Reliability
If authentication workflows are implemented to verify service providers, then security against scams improves, but system complexity increases
Solution Approach 1:
The authentication system operates autonomously without requiring user intervention. The monitoring agent automatically detects remote control software, executes authentication workflows, and manages service provider verification in the background, reducing perceived complexity for users while maintaining strong security
Solution Approach 2:
The authentication profile contains multiple verification mechanisms and credential checks that can handle various service providers and authentication methods. This universal approach consolidates multiple security functions into a single system, managing complexity through integration rather than proliferation of separate mechanisms
3Measurement precision
If monitoring agents continuously check for remote control software, then detection accuracy improves, but computational resource consumption increases
Solution Approach 1:
The monitoring agent performs periodic checks for remote control software indicators rather than continuous monitoring. Authentication workflows are triggered at specific intervals or events (such as when remote support is requested), reducing computational overhead while maintaining detection accuracy through targeted periodic verification
Data Source
AI summary
In an embodiment, a method of securing remote technical support includes monitoring a computing environment for at least one indicator of remote-control software in the computing environment in accordance with stored authentication settings. The method also includes, responsive to the monitoring, detecting the at least one indicator of remote-control software in the computing environment. The method also includes, responsive to the detection, identifying an authentication profile in the stored authentication settings that is applicable to the at least one indicator of remote-control software. The method also includes executing an authentication workflow in accordance with the authentication profile. Other embodiments of this aspect include corresponding computer systems, apparatus, and computer programs recorded on one or more computer storage devices, each configured to perform the actions of the methods.