HTC to use LogMeIn Rescue to fix smartphones remotely

HTC to use LogMeIn Rescue to fix smartphones remotely

Summary: Android phones can be overwhelming to consumers when problems occur, and HTC is launching a program to fix them remotely.

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Smartphones have become sophisticated computers that fit in the pocket, and along with that capability comes the inevitable problems that some owners cannot fix. One method to deal with those problems is the same technique IT departments have used for years with PCs, fixing them by remote control. HTC has announced a partnership with LogMeIn to install the Rescue software on all its smartphones worldwide.

LogMeIn Rescue allows HTC tech support personnel to remotely take control over a smartphone to diagnose and fix whatever problem is preventing its proper use. The technique is the same as on the PC, the technician sees the smartphone on the remote screen as if holding it in his/her hand. This method is an effective last round of defense over even the biggest problems that may interfere with smartphone operation.

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HTC assures us that technicians can only take over a smartphone remotely with user permission, so there should be no concerns about improper access. Let's hope that the technicians HTC employs know what they are doing when it comes to diagnosing and fixing problems with Android phones. Hopefully we won't see a lot of factory resets triggered remotely making owners start over from scratch with their phones, simply because that's the easiest fix.

This service will be free and included on all HTC phones going forward, with one major caveat. The statement by HTC says that it's not entirely up to the smartphone buyer and HTC to provide this service.

HTC will pre-deploy a user-enabled LogMeIn Rescue applet on future HTC Android devices, with the mobile operator’s consent.

The key phrase in that statement is "mobile operator's consent", meaning that carriers have the final say on whether HTC can preinstall the LogMeIn Rescue applet on a given phone. Let's hope we don't have to start tracking which phone on which carrier has the rescue capability installed and available.

[via Marketwatch]

Topics: Hardware, CXO, HTC, Mobility, Smartphones

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7 comments
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  • Sad

    It is kinda sad that Android has come to this.
    clcrockett
    • Sad, but needed

      Maybe it's sad, but it could be very useful. I've just factory reset my week-old Incredible 2 for the second time in three days. (Apparently, it just craps out when I've added about two-thirds of the apps I ran on the iPhone 4 it replaces.) With such a fragile ecosystem on my phone and so little information about troubleshooting short of a factory reset on the Internet, I'd gladly take this assistance when my phone has frozen.
      MikeRubin2@...
      • Yikes!

        Your experience just illustrates the problem facing Android right now. I just switched a friend from his LG Android phone to a Windows Phone (HTC Titan). I was shocked at how accustom he had become to restarting his phone and force-closing apps. Now his phone just works.
        clcrockett
  • Let???s hope that the technicians HTC employs know what they are doing?

    They DO! and they always answer the phone! They are the most helpful, knowledgeable techs with whom I have ever spoken. It is obvious that they also care alot about the end users of their products!
    Just saying.....
    Laura Silvero
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    Saxx Mobile is wireless dealer located in New York. Saxx Mobile specializes in scamming their customers by selling them used phones, as ???new???. They have also been caught selling carrier returns as new, as well as selling Blackberry Devices with blocked PIN???s. If you research Saxx Mobile you will find a great and informative site called Saxx Mobile Scam. http://saxxmobilescam.com/This site will provide validation on the claims listed above. It will also provide you location information of this corrupt company.
    Saxx Mobile claims to have 2 locations.
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    2709 Coney Island Ave.
    3rd Floor
    Brooklyn N.Y. 11235
    (P) 347 673 8455
    (F) 347 673 8457



    Saxx Mobile Miami
    8000 NW 31st St.
    Suite #9
    Doral F.L. , 33122
    (P) 305 599 8804
    (F) 305 599 8807
    Both of these locations have been involved in scams of their customers. Saxx Mobile prides themselves on the number of phones they sell, not the quality of phones they sell. Saxx Mobile does not build relationships; in fact, they destroy them. Saxx Mobile is after one thing; MONEY. Money is what drives Albert Mita (the owner of Saxx Mobile). Anything to make a ???quick buck??? will be a priority to Albert Mita. Albert Mita can be researched at www.albertmita.com. This will take you to the Saxx Mobile Scam website where you will find more and more scams that Saxx Mobile has done.
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    The wireless industry is a deceitful one, but with sites like Saxx Mobile Scam there are ways to make it better. Exposing these companies will help the industry by making prospective customers more aware of scams, such as Saxx Mobile Scam.
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    shovon2012