Rogers has remote tech support here. We had it for years with no problems. Don't see why Paranoia is the name of the game now.stardustmedia wrote:Thanks. Remote support is no issue to me. A lot of support hotlines do that, even if they just deal "remotely" with computers. I worked for technical support a long time ago and I saw desktops I shouldn't have seen. The classic is desktop full with porn videos I guess the customer was more ashamed than mechk071 wrote:No. Read the thread a bit more thoroughly.stardustmedia wrote:???? I didn't realize I gave control of my machine to Waves ???
WTF!!!
Is that true?
KVR drama at its best here really. It IS a standard practice that software company also do remote support. I never heard or read an audio plugin company do it, but why not? Much better and quicker to rely on customer who don't know how to click a folder really. But, of course, if you're scared they snuff out your personal stuff on your computer, or cause a security leak, you better refuse it. Although i wonder why and how this would happen. Normally you can see anything the guy on the other end does on your computer anyway.
Waves central a complete bust!
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- KVRAF
- 16977 posts since 23 Jun, 2010 from north of London ON
Barry
If a billion people believe a stupid thing it is still a stupid thing
If a billion people believe a stupid thing it is still a stupid thing
- KVRAF
- 2392 posts since 29 Jun, 2005 from La La Land
You beat me to it as always. It's more efficient for them to look in specific areas, than listening to the babbling of customers that half, if not most of the time, don't know what they are talking about or are not familiar with the inner workings of their operating system. I can't imagine how much support time is wasted because of this. It's better to skip all of that, and just see for themselves what is going on. If I were having severe issues, I would definitely allow them remote access so they can better help me get through it.chk071 wrote:I must admit i was a bit scared when a Microsoft employee once did remote support on my computer, but for what anyway? You see everything he does anyway i think. The point is that the support guy can see what is the situation on your computer, he knows what to do, and where to look. That's like a gazillion times better than to ask the customer, getting half true, or incomplete answers, and demand from him that he knows how to do the right things.
I really doubt that a Waves tech give a crap about what's on ones computer. These guys are there to do a job in a certain amount of time and have people above them to answer to. I don't think they're going to risk their job poking around your Documents folder looking for pictures of your wife. Also, I don't have a desktop background containing all sensitive banking information, passwords, images of birth certificate, social security card, etc... so there's nothing for me to worry about. I don't keep any sensitive information or saved passwords on my computer. There is no reason to.
This is coming from a guy (me) that believes privacy is extremely high on the list of "must haves" in life, and take it very, very seriously. Sometimes you have to give a little tiny bit of it up to get certain things accomplished. Not a big deal.
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Alienware i7 R3 loaded with billions of DAWS and plugins.
Alienware i7 R3 loaded with billions of DAWS and plugins.
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- KVRAF
- 35262 posts since 11 Apr, 2010 from Germany
Surely not. I had a case just yesterday where i would have been happy to sit in front of that machine, because i couldn't figure out anything by the description given... it's really helpful, to say the least. And honestly, one really doesn't have to sense an enemy on every corner.Aloysius wrote:They DO NOT know better than the stupid customer 100% of the time.
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- KVRAF
- 2677 posts since 20 Jun, 2012
OMG, that other plugin developers do not offer remote support is not something that shows them in good light in this, you know. That Waves actually offers to remote in and fix problems shows the high quality and standards of their support that is obviously unmatched in the industry. That other developers do not do it is a loss for their clients, and not otherwise. If you refuse the remote support offer, then there's no point in bitching that you can not get help because you yourself make the life difficult for people who are trying to help. I'm sure Waves will do everything they can to help but you have no right to complain if it takes longer or they do not figure it out at all. With most other devs you might get an e-mail back after two weeks with the suggestion to restart your computer and that's it.TheoM wrote: It's absolutely NON standard practise to let a plug in developer, which accounts for a tiny percentage of your installed stuff, to be granted control of your machine. It's just about unheard of and you know that. We are not talking about the enterprise software world here Wave's practise amongst plugin developers would not even be 1% statistic wise of all plug in devs. That means minimum 99% of other devs would never dream of doing such a thing.
of course you go on to say that if we don't want waves poking in our machine it must be full of shady stuff.
And people bitching about privacy and such there's no way Waves support could go through your personal stuff because you are watching them all the time. Everything they do is shown on the screen, you can disconnect any time and you have to put in your passwords yourself when admin rights are needed. Moreover the connections are made over secure encrypted channels so the chance that something important leaks in the specific session is close to nonexistent. Like I said, that some of the plugin users have not encountered this, does not mean that it's not a standard practice in pretty much all the enterprise software world. And this is done even in much much more secure and critical systems than any random Joe's DAW so the privacy and security concerns are pretty moot in particular case.
No signature here!
- KVRAF
- 2392 posts since 29 Jun, 2005 from La La Land
This. Unfortunately, some have a picture of some beer burping, eye patch wearing, scar across the face monster sitting around in his underwear looking for a score inside of ones computer at the very first chance he gets through remote assistance, on the other end at Waves tech support.robotmonkey wrote:That Waves actually offers to remote in and fix problems shows the high quality and standards of their support that is obviously unmatched in the industry.
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Alienware i7 R3 loaded with billions of DAWS and plugins.
Alienware i7 R3 loaded with billions of DAWS and plugins.
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simon.a.billington simon.a.billington https://www.kvraudio.com/forum/memberlist.php?mode=viewprofile&u=341278
- KVRAF
- 2365 posts since 12 Nov, 2014
I fix my own issues too.Aloysius wrote:Better than asking the customer? I don't think so. Every problem I've had with waves plugins, I've sorted out myself. In fact, they even told me once that they'd put my solution to one problem on their own database (or whatever they call it). They DO NOT know better than the stupid customer 100% of the time.
But customers are not always 100% honest. What if the source of the trouble was some ripped software?!! That does happen too.
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- KVRist
- 110 posts since 7 Jan, 2013 from United States
Maybe the best thing is to just sell your waves plugins, then their software isn't around to cause you any problems! Personally, I think that would be the logical thing to do.
But, I can say that I haven't had any issues with any Waves plugins or Waves Central. (I know, I know, I feel really blessed and lucky about that).
By the way, which waves plugins do you have and maybe, might be offering for sale here a bit later?
And honest, I ain't trying to be a butt hole here, the truth is that I might be interested in taking some of them off your hands if the price is right.
But, I can say that I haven't had any issues with any Waves plugins or Waves Central. (I know, I know, I feel really blessed and lucky about that).
By the way, which waves plugins do you have and maybe, might be offering for sale here a bit later?
And honest, I ain't trying to be a butt hole here, the truth is that I might be interested in taking some of them off your hands if the price is right.
Digital Studio: Studio One Pro 3, and too many plugins to list
Tools: '09 Epi' Dot Studio, '10 Epi' Les Paul Studio, '97 Fender Strat, 2015 PRS SE Standard 24, Martin OMC-18E.
Toys: Peavey Solo, Crate GFX30, VOX AD30VT, Digitech RP500, Line 6 HD500X
Tools: '09 Epi' Dot Studio, '10 Epi' Les Paul Studio, '97 Fender Strat, 2015 PRS SE Standard 24, Martin OMC-18E.
Toys: Peavey Solo, Crate GFX30, VOX AD30VT, Digitech RP500, Line 6 HD500X
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- Banned
- 22457 posts since 5 Sep, 2001
robotmonkey wrote:OMG, that other plugin developers do not offer remote support is not something that shows them in good light in this, you know. That Waves actually offers to remote in and fix problems shows the high quality and standards of their support that is obviously unmatched in the industry. That other developers do not do it is a loss for their clients, and not otherwise. If you refuse the remote support offer, then there's no point in bitching that you can not get help because you yourself make the life difficult for people who are trying to help. I'm sure Waves will do everything they can to help but you have no right to complain if it takes longer or they do not figure it out at all. With most other devs you might get an e-mail back after two weeks with the suggestion to restart your computer and that's it.TheoM wrote: It's absolutely NON standard practise to let a plug in developer, which accounts for a tiny percentage of your installed stuff, to be granted control of your machine. It's just about unheard of and you know that. We are not talking about the enterprise software world here Wave's practise amongst plugin developers would not even be 1% statistic wise of all plug in devs. That means minimum 99% of other devs would never dream of doing such a thing.
of course you go on to say that if we don't want waves poking in our machine it must be full of shady stuff.
And people bitching about privacy and such there's no way Waves support could go through your personal stuff because you are watching them all the time. Everything they do is shown on the screen, you can disconnect any time and you have to put in your passwords yourself when admin rights are needed. Moreover the connections are made over secure encrypted channels so the chance that something important leaks in the specific session is close to nonexistent. Like I said, that some of the plugin users have not encountered this, does not mean that it's not a standard practice in pretty much all the enterprise software world. And this is done even in much much more secure and critical systems than any random Joe's DAW so the privacy and security concerns are pretty moot in particular case.
The problem is that remote support is really for the people who have no clue, not for many of us who are experts with computers. There's no way waves couldn't easily tell me what to check and i wouldn't be able to do it.
I am not fighting here, i am asking sincerely when i ask this.. is there any way to know for SURE that someone you haven't invited remotely to your machine, is not keylogging your password?
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- KVRAF
- 35262 posts since 11 Apr, 2010 from Germany
How would he keylog your password, if you don't enter it? And what would he want to do with your password? As far as i know, remote access on your computer simply makes the other side able to operate your computer, as you would be able to do. There's really no magic hocus pocus about it. When the guy from MS did it on my computer, i could see exactly what he was doing. It's freaky though to see someone move your mouse pointer, and open folders, or command prompt on your desktop.TheoM wrote:robotmonkey wrote:OMG, that other plugin developers do not offer remote support is not something that shows them in good light in this, you know. That Waves actually offers to remote in and fix problems shows the high quality and standards of their support that is obviously unmatched in the industry. That other developers do not do it is a loss for their clients, and not otherwise. If you refuse the remote support offer, then there's no point in bitching that you can not get help because you yourself make the life difficult for people who are trying to help. I'm sure Waves will do everything they can to help but you have no right to complain if it takes longer or they do not figure it out at all. With most other devs you might get an e-mail back after two weeks with the suggestion to restart your computer and that's it.TheoM wrote: It's absolutely NON standard practise to let a plug in developer, which accounts for a tiny percentage of your installed stuff, to be granted control of your machine. It's just about unheard of and you know that. We are not talking about the enterprise software world here Wave's practise amongst plugin developers would not even be 1% statistic wise of all plug in devs. That means minimum 99% of other devs would never dream of doing such a thing.
of course you go on to say that if we don't want waves poking in our machine it must be full of shady stuff.
And people bitching about privacy and such there's no way Waves support could go through your personal stuff because you are watching them all the time. Everything they do is shown on the screen, you can disconnect any time and you have to put in your passwords yourself when admin rights are needed. Moreover the connections are made over secure encrypted channels so the chance that something important leaks in the specific session is close to nonexistent. Like I said, that some of the plugin users have not encountered this, does not mean that it's not a standard practice in pretty much all the enterprise software world. And this is done even in much much more secure and critical systems than any random Joe's DAW so the privacy and security concerns are pretty moot in particular case.
The problem is that remote support is really for the people who have no clue, not for many of us who are experts with computers. There's no way waves couldn't easily tell me what to check and i wouldn't be able to do it.
I am not fighting here, i am asking sincerely when i ask this.. is there any way to know for SURE that someone you haven't invited remotely to your machine, is not keylogging your password?
Last edited by chk071 on Thu Feb 11, 2016 5:17 pm, edited 1 time in total.
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- Banned
- 22457 posts since 5 Sep, 2001
the question comes from if i have to enter my admin password to do something they want to do! Wasn't that obvious?
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- KVRAF
- 35262 posts since 11 Apr, 2010 from Germany
And what would he want to do with it? When you're done, you disallow remote access again. And that's it. You can even change it after if you feel like it.TheoM wrote:the question comes from if i have to enter my admin password to do something they want to do! Wasn't that obvious?
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- KVRAF
- 16977 posts since 23 Jun, 2010 from north of London ON
simon.a.billington wrote:I fix my own issues too.Aloysius wrote:Better than asking the customer? I don't think so. Every problem I've had with waves plugins, I've sorted out myself. In fact, they even told me once that they'd put my solution to one problem on their own database (or whatever they call it). They DO NOT know better than the stupid customer 100% of the time.
But customers are not always 100% honest. What if the source of the trouble was some ripped software?!! That does happen too.
Then the fellow with the ripped program gets to deal with the issue. Good grief. We're really looking for something here.
Barry
If a billion people believe a stupid thing it is still a stupid thing
If a billion people believe a stupid thing it is still a stupid thing
- KVRAF
- 40138 posts since 11 Aug, 2008 from clown world
Just suppose I'm an astronaut and my laptop floats off into space during the remote connection. What then?
Anyone who can make you believe absurdities can make you commit atrocities.
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- KVRAF
- 16977 posts since 23 Jun, 2010 from north of London ON
What if a meteorite crashes into mah house and takes out the computer I have remotely connected to them??
Barry
If a billion people believe a stupid thing it is still a stupid thing
If a billion people believe a stupid thing it is still a stupid thing