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Interactive Shadow Tool
Security Information and Connection Requirements

When you use the Interactive Shadow Tool, your computer and the files on it are protected. The following information describes how security is maintained so that you can feel confident if you need to initiate a shadow session.

Shadow Session Security Provisions

When you participate in a shadow session, you permit the support person who is working with you to see your computer screen, with access limited to you and the consultant. The data that passes between your computer screen and the consultant's computer screen is encrypted using end-to-end, 256-bit SSL encryption for compliance with HIPAA, Sarbanes-Oxley and other federal and local legislation.

The Consultant's Access
The consultant sees the same thing that you see on your computer screen. During the shadow session initiation procedure, a message window informs you that the consultant will soon be able to see your computer screen and advises you to close any windows that you want to keep private. You are in charge of your computer at all times during a shadow session. After a shadow session ends, the consultant cannot see your screen or access your computer.

Description of the Applet
Each time you initiate a new shadow session, you will be prompted to download a small file or applet, which enables the consultant to view your screen. During the download process, a security warning message will ask if you want to run and install the Support-LogMeInRescue.exe file. This message is a routine, default message displayed by your browser when you download a file, such as an applet.

You must click Run (Windows) or Continue (Mac) in response to this message for the download to proceed. Then depending on individual browser settings, either the applet is automatically downloaded or you will have to manually download the applet. All traces of this applet disappear from a PC when the session is disconnected, or from a Mac when the user logs out of the computer

Connection Requirements for Establishing a Shadow Session

  • Windows: Vista, XP, and Server 2003 (all including 64-bit); Windows 98, ME, and 2000.
  • Mac OSX: 10.4 (Tiger) and 10.5 (Leopard)

More Shadow Tool Information

Information for Technicians