This article explains the content of the remote control notifications message, why you might have received such a notification and how to escalate any issues.
Remote control notifications are sent automatically each evening. They are sent after a member of IT staff remotely controls a computer using the University's remote control software tool. This software can allow the remote computer display to be seen by the connecting member of IT staff.
The ability to remotely control computers is carefully managed and maintained. Only approved IT staff have this capability and access to the software tool is controlled. IT staff will act in an ethical and professional manner at all times, only accessing systems and data they need to for the task.
A notification message will contain the following text:
The following fields contain information specific to the remote control session:
What happens during a remote control session
The remote control software that the IT service uses will prompt you to agree to a remote control session.
If your computer is locked, the IT technician can connect and "switch user", to do the necessary work. This does not require you to agree to the connection.
Without your approval an IT Technician will not be able to connect and see the live activity on your computer screen.
Where a notification has been received unexpectedly, there can be a number of reasons for this:
An IT technician has remotely connected while the computer screen was locked to fix a reported issue. Our remote control software will identify the current user of a locked computer and notify them of the remote control session; however the IT Technician will not have been able to see the current user's screen or any of their data, emails, etc. at any point of the remote control session.
The last logged on user is identified as the current user by the remote control software. Occasionally the remote control software can incorrectly identify someone as still being logged on and will alert them to a remote control session having taken place.
The remote control session was undertaken on a computer where the notified user has recently logged on, but it is not the users normal computer. Examples of this are the use of a computer in an IT office to help resolve an issue, a computer in a meeting room or lecture theatre, or a loan computer that is being prepared for reissue. You can verify your computer name by browsing to http://mypc.leeds.ac.uk and cross checking this against the PC-Name in the message.