Security and Communication

Remote Support uses a mediation-proxy repeater to facilitate communication between the viewer and target computer.

The benefit of a repeater is that it allows for connection between machines NAT without VPN, port forwarding or changes to the firewall as all connections are outbound.

Depending on the version of Windows installed on the device requiring assistance the Remote Support Agent initiates a different connection program, with a specific program used for connections to Vista.

For both programs the Agent and Viewer connect over HTTPS using 128 bit encryption.

A unique MD5 encrypted ID is created for the Remote Support Agent based on the Dashboard account information and this is used when initiating the connection to the repeater.

Similarly the Remote Support Viewer encrypts the entered login details and uses this to connect to the repeater.

Each time a Remote Support session is initiated a unique ID is generated and communicated to both the Remote Support Viewer and Agent for use in this session, subsequent session will use a different ID.

It is therefore impossible for a third-party to intercept the communication between the Remote Support Agent and Viewer.

For Windows 2000, XP and 2003, the program uses MSCR4, Microsoft Crypto API, to encrypt the data stream with RC4 stream encryption for all data packets transmitted between the Remote Support Agent and Viewer over ports 5900 and 5800.

For Vista, the program uses TWF 256 (Twofish 256 key encryption) and DH (Diffie-Hellman) key exchange (using a 512 prime) over ports 5901 and 5500.