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.
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.