Screen goes black during support session?

New Here ,
Mar 25, 2022 Mar 25, 2022

Copy link to clipboard

Copied

Is this standard when allowing remote access from Adobe support?
 
"we have not anything to black out your screen. Its get black when you are on remote support with Adobe. Once the remote is finished, the screen will come back to the normal again."
 
The session was visible through most of the time he was connected, but I disconnected once the screen went black. If this is normal, I've never been involved in a remote support session (when giving or receiving support) where the screen went black for a prolonged period.
 
Thanks.
TOPICS
Installation

Views

127

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 25, 2022 Mar 25, 2022

Copy link to clipboard

Copied

It is not normal. You need to be able to see the screen so that you can terminate the connection if you don't like what is being done.

Are you sure it was Adobe support?

Did you go here:

https://helpx.adobe.com/contact.html?rghtup=autoOpen 

 

The only time that it might go black is for a second or two when a new graphics driver is being installed.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 25, 2022 Mar 25, 2022

Copy link to clipboard

Copied

Yes, I went through the Adobe help section and it was a secure https: page.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 25, 2022 Mar 25, 2022

Copy link to clipboard

Copied

Try again with a different agent.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
LEGEND ,
Mar 26, 2022 Mar 26, 2022

Copy link to clipboard

Copied

Just a note: bad guys can use https too. It is odd. Do you have the URL they used (it should be in browser history). Was it something.ADOBE.com/something?

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 26, 2022 Mar 26, 2022

Copy link to clipboard

Copied

Thanks for the help. Can scammers use an encrypted URL? Sure. Do they? Not really. I connected with the support agent via the adobe domain. I received and downloaded the transcript following our interaction and I am getting followup emails (due to my quick disconnect) from customercare-chatsupport@adobe.com.

 

The agent was undoubtredly an Adobe agent.

 

I emailed Adobe via webform and ask that they review the case.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Mar 26, 2022 Mar 26, 2022

Copy link to clipboard

Copied

Log-in to your Adobe account below and check Support History panel. 

If this was a legitimate session with Adobe, there should be copy of your case there. 

https://account.adobe.com/support

 

 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 26, 2022 Mar 26, 2022

Copy link to clipboard

Copied

LATEST

I did and there is. The support case remains active.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines