On a call with Technada?
This is the page your technician will point you at. Read the first section even if you are in a hurry.
Read this before you read anything else
Did you phone us, or did somebody phone you?
If somebody called you, emailed you, or put a warning on your screen telling you to call a number, hang up. Then call Technada on the number you already have, or the one on this website. That single step defeats the entire attack.
Technada does not cold call about a problem with your computer. Nobody legitimate does.
What proves you are talking to us, and what does not
This does
- You started the call, on a number you already had.
- You reached us through an existing ticket or a reply on an email thread you started.
- You called the number on this site and asked for the person by name.
This does not
- A name on the screen saying Technada. Anyone connecting can type anything there.
- A logo, a colour scheme, or a professional looking window.
- Somebody knowing your name, your address, or what software you run.
- Caller ID. It is trivially faked.
The software shows you the connecting computer's ID, and it shows the name that computer reports for itself as a separate, secondary line. That second line is not verified by anyone and the software labels it as reported rather than confirmed. Treat it as a hint, never as proof.
Starting a session
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Step 1
Open Technada Remote.
The main window shows two things you will need, side by side: Your ID, a nine digit number, and One-time password.
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Step 2
Read both to the technician, out loud.
The one-time password changes every time. It is not your account password, it is not your email password, and it is not your computer's login password. A technician will never ask for any of those.
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Step 3
Accept the connection when it appears.
A prompt shows the connecting ID and asks you to accept. Nothing happens until you do. If you are not expecting it, refuse it.
While the session runs
A panel stays on your screen for as long as anyone is connected. It shows the connected ID and a green marker. It is not a notification that disappears, and the person connecting cannot switch it off.
The same panel carries a row of controls for what the session is allowed to do: keyboard and mouse, clipboard, file transfer, audio. You can turn any of them off in the middle of a session, without ending it and without asking.
If you would rather watch than participate, say so. Nothing about the session requires you to leave your desk.
Ending a session
Press End session.
It is in the panel on your screen. The connection stops immediately, the other side loses access at once, and the panel disappears. You do not need a reason and you do not need permission.
If the panel is not responding, closing your laptop lid, unplugging the network cable, or turning off Wi-Fi ends it just as effectively. Anything that cuts the connection cuts the session.
If you think something went wrong
If you let somebody connect and you now think they were not us:
- End the session, or disconnect the machine from the network.
- Do not use that computer for banking or anything with a password until we have looked at it.
- Call us. Not the number they gave you.
- If you gave anyone a payment card or a bank detail, call your bank as well.
Nobody is going to be annoyed with you. These calls are convincing on purpose, and telling us quickly is the thing that helps.
Reaching Technada
Use the contact page on this site, or the email address and number on any invoice or ticket you already have from us.
Contact Technadahello@technada.ca