Only establish connections with trustworthy people. You should be particularly cautious if it is not you initiating the connection (e. g. if you receive an unexpected phone call). Currently, a common method by attackers trying to scam you is to ring you purporting to be support staff, for instance working for Microsoft, Apple, an IT support company or a financial institution, to obtain access to your device. Any session should only be initiated after your explicit invitation to do so. Before you accept any connection via their software, you should expressly have to agree to do so.
When choosing a product, you should ensure that there is a sufficient level of encryption to guarantee data cannot be transferred in plain text. The key should be at least 128 bit in size.
Any person establishing a connection to your device must authenticate him- or herself via a meeting ID and/or a password. Depending on the software used, there are different ways to do so. To make sure that this sensitive information is only received by the right person, it is best to advise the password or meeting ID beforehand, by telephone.
Don’t grant full access to your system. The person helping you should strictly only ever be able to passively view your screen and give you instructions. This ensures that you still have exclusive control over your system and that no unintended changes can be implemented.
Please note that support sessions can be recorded. Anything appearing on your screen during this session can be viewed and captured by the other party.
Enter as few passwords as possible during the session (ideally none at all), and don’t surf to any Internet pages which have nothing to do with the session. If for instance it is a financial institution providing you with support, make sure you only ever remain on the website of the financial institution involved.
Make sure that the remote support connection is terminated after availing yourself of any help, to stop any further access to your device. While the connection is still active, a remote support information screen which cannot be hidden should permanently be displayed on your screen. Please follow the instructions in the software documentation.