Here are frequently asked questions about RemotePC, its features and remote access.

    Security

    General

    faq Is RemotePC private and safe?
    faq Does RemotePC work behind firewalls and proxy servers?
    faq How can I restrict unauthorized access to my computer?
    faq What is Personal Key? How does it help in securing remote access?
    faq How are data transfers secured in RemotePC?
    faq Is the data encrypted during file transfer?
    faq Will I be asked to provide confidential information?
    faq RemotePC is not working. Is my ISP blocking it?
    faq Is RemotePC FIPS compliant?

    Two-step Verification and Trusted Devices

    faq How do I set up two-step verification for my RemotePC account?
    faq How do I set up two-step verification for my RemotePC account with Time-based OTP authentication?
    faq Which Time-based OTP authenticator apps are supported by RemotePC?
    faq Can I disable two-step verification for my RemotePC account with Time based OTP authentication, in case I lost access to my mobile device?
    faq What are Trusted Devices?
    faq How can I authorize my device as a Trusted Device?
    faq Can I enable both trusted devices and two-step verification for my account?
    faq Can I enable two-step verification or trusted devices for users?
    faq I am unable to receive the SMS containing OTP for two-step verification. What should I do?

    Is RemotePC private and safe?

    Yes, RemotePC offers secure and optimized solutions for accessing remote computers. RemotePC uses TLS v 1.2/AES-256 encryption for transferring user authentication data between remote computer and local computer. Personal Key, a unique password set for each computer, acts as an extra layer of protection.

    Does RemotePC work behind firewalls and proxy servers?

    Yes, RemotePC allows you to share your computer over any kind of Internet/LAN connection and even any firewall/proxy server.

    How can I restrict unauthorized access to my computer?

    Your computer can only be accessed if you share your session code with another person. Without knowing the session code, it is not possible to access your computer. Do not share the code with a person you do not trust.

    What is Personal Key? How does it help in securing remote access?

    Personal Key acts as a secondary password to access each computer. It is a password set by you and acts as your computer's unique access code. It is stored only on your computer and not on the RemotePC servers. Whenever you try to access any remote computer, you will be prompted to enter the personal key.

    How are data transfers secured in RemotePC?

    RemotePC uses TLS v 1.2/AES-256 encryption for securing data transfers between local and remote computers during remote sessions.

    Is the data encrypted during file transfer?

    Yes. RemotePC uses TLS v 1.2/AES-256 encryption on data transmission during remote access.

    Will I be asked to provide confidential information?

    We will never call you asking for login information, requesting payment or any other such information. If you receive a call of this nature, it is probably a phishing attempt. During such a scenario, do not share any information, and immediately contact us at [email protected] for quick assistance.

    RemotePC is not working. Is my ISP blocking it?

    Yes, it may be a possibility that your ISP is blocking RemotePC and other remote access services. TalkTalk, based in the UK is one such ISP. Situations like these can be resolved by changing the router settings to use primary and secondary servers other than those of TalkTalk. For example, you can use Google's Public DNS IP addresses like 8.8.8.8.

    Is RemotePC FIPS compliant?

    RemotePC assists users in achieving compliance to the benchmarks laid out under the Federal Information Processing Standards (FIPS) validation for cryptographic products/software used in the USA. RemotePC uses FIPS approved encryption algorithms and adheres to physical security.

    How do I set up two-step verification for my RemotePC account?

    The two-step verification process enhances the security of your account and prevents access by unauthorized parties. Once two-step verification is enabled, in addition to your password, you will need to enter a verification code sent to your registered email address or phone number, while logging in to RemotePC.

    To enable two-step verification,

    1. Login to RemotePC via web browser and click your username at the top-right of the screen.
    2. Select 'My Account' and navigate to the 'Security' tab.
    3. In the 'Two-step Verification' section, click 'Enable'.

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    4. Select 'Email Address', 'Phone Number' or 'Time based OTP authentication' as your preferred method of receiving the one-time verification code and click 'Confirm'. If you have chosen 'Phone Number', enter the same and click 'Send Code'. Click here to know how to set up via Time-based OTP Authenticator app.

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    5. Enter the verification code sent to your registered email address or phone number and click 'Verify & Enable'.

    To login after two-step verification is enabled,

    1. On the login screen, enter your username and password and click 'Login'.
    2. You will be prompted to enter a verification code sent to your email address or phone number.
    3. Enter the code and click 'Verify'.

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    How do I set up two-step verification for my RemotePC account with Time-based OTP authentication?

    The two-step verification process enhances the security of your account and prevents access by unauthorized parties. Once two-step verification is enabled, in addition to your password, you will need to enter a verification code generated by the Time-based OTP authenticator app, installed on your mobile device, while logging in to RemotePC.

    To enable two-step verification,

    1. Login to RemotePC via web browser and click your username at the top-right of the screen.
    2. Select 'My Account' and navigate to the 'Security' tab.
    3. In the 'Two-step Verification' section, click 'Enable'.

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    4. Select 'Time based OTP authentication' as your preferred method of receiving the one-time verification code and click 'Confirm'. See supported TOTP apps

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    5. Launch the Time-based OTP authenticator app on your mobile device and scan the QR code displayed on your computer screen. Alternatively, you can also view the key by clicking on 'enter key manually' and type it manually on your mobile device and click 'Next'.

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    6. Copy and save the recovery code displayed on your computer screen securely or click 'Download' to download and save as a .txt file. Click 'Continue'.

      Note: You will require the recovery code to deactivate two-step verification for your account, in case you lose access to your mobile device where the Time-based OTP Authenticator app is installed.

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    7. Enter the one-time code generated by the Time-based OTP Authenticator app in your mobile device and click 'Activate'.

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    To login after two-step verification is enabled with Time-based OTP Authenticator,

    1. On the login screen, enter your username and password and click 'Login'.
    2. You will be prompted to enter the one-time code generated by the Time-based OTP Authenticator app in your mobile device.
    3. Enter the code and click 'Submit Code'.

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    Which Time-based OTP authenticator apps are supported by RemotePC?

    RemotePC supports the following Time-based OTP authenticator apps:

    1. Google Authenticator (Android/iPhone/BlackBerry)
    2. Duo Mobile (Android/iPhone)
    3. Microsoft Authenticator (Android/iPhone/Windows Phone 7)
    4. Okta Verify (Android/iPhone)
    5. Any other authentication app that supports time-based one-time protocol, or compatible with Google Authenticator

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    Can I disable two-step verification for my RemotePC account with Time based OTP authentication, in case I lost access to my mobile device?

    Yes, you can disable two-step verification for your RemotePC account with Time based OTP authentication. To disable,

    To disable,

    1. Navigate to RemotePC login screen, enter your username and password, and click 'Login'.
    2. In the verification code screen that appears, click the link 'I can't access my code'.

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    3. In the 'Recovery Code' field, enter the recovery code received while configuring two-step verification for your RemotePC account.
    4. Click 'Deactivate Time-based OTP Authenticator'.

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    What are Trusted Devices?

    Trusted devices provide an additional level of security for your RemotePC account. Each time you login to your account from a new device, you are required to authorize it as a Trusted Device. You can thus prevent any unwanted access to your account.

    How can I authorize my device as a Trusted Device?

    Once you log in to your RemotePC account via a new device for the first time, you will be prompted with the following message:


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    A device authorization email will be sent to your registered email address. Click the 'Add to trusted devices' button in this email to add the device to the Trusted Devices list. A confirmation message will appear, informing the same.

    You can view the list of all your linked devices in the 'Security' tab of your 'My Account' section.


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    Can I enable both trusted devices and two-step verification for my account?

    In operation, two-factor verification and trusted devices security features are mutually exclusive. Therefore, at a given time, you can enable either two-step verification or trusted devices and not both.

    If you attempt to enable two-step verification while trusted devices is enabled, a pop-up disclaimer will inform you that trusted devices will be automatically disabled and vice versa.


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    Can I enable two-step verification or trusted devices for users?

    Yes, you can enable two-step verification or trusted devices for new and existing users.

    For new users:

    While adding a new user, you can select either the 'Enable trusted devices' or 'Enable two-step verification' checkbox in the 'Add User' screen.


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    For existing users:
    You can open the 'Edit User' screen by clicking displayed against an existing user, and then select the 'Enable trusted devices' or 'Enable two-step verification' checkbox.


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    If two-step verification is enabled:
    On login your users will be asked to choose a method (Email, SMS or Time-based OTP authentication) for receiving the one-time code. Once they verify the credentials via OTP, the configuration process will be complete.


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    During all subsequent logins, users will need to enter the code sent to their registered email address, phone number or the code displayed in their Google Authenticator app. To change the method of receiving OTP, users can go to 'My Account' > 'Security' > 'Two-step Verification' and update the preferences from Email Address, Phone Number or Time-based OTP authentication.

    If trusted devices is enabled:

    Your users will be prompted to authorize every new device at login. They will need to click the 'Add to trusted devices' button in the device authorization mailer they receive.

    I am unable to receive the SMS containing OTP for two-step verification. What should I do?

    During two-step verification, if you are unable to receive the SMS containing the OTP, you can choose to receive the verification code via email address. Click 'Receive verification code via email address' in the two-step verification page. A code will be sent to the registered email address, you can enter the code and complete the verification process.


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