Did adobe just hacked My computer by an adobe agent!?!?😰

Question

hi to all, I wish I can get some help here, I'm actually worry here, I'll tell you why; the other day I had a problem so I contacted an adobe agent the ones you can chat with on the web while you're online, so I had a problem with my LG classic i wouldn't work, so the agente I'm chatting with couldn't help, he transferred me to another one, so the second one transferred me to a 3rd one and so on and they still couldn't fix my problem, until

one of them asked me to let him work on my computer from his computer, he send me a file I downloaded it and gave him acces to my computer, I recorded in my phone what he did! , he did nothing on my adobe LG classic and he just said, ok ima transfer you to another agent that can help you, Then I said, WAIT A MIN!! What have you done to my computer? You did nothing to the program but instead my antivirus pop up requesting to give you permission to do some change to my computer?!? What's going on?!?? Then he asked me do you a phone number? And so I was like NOOO !! there is no way I'm giving you any of my information, you already got into my privacy in my computer!!, so my question is; Adobe: what kind of agents do you have on your website to help us to solve problems with our adobes or I just gave acces to my computer to a totally stranger?!?!?😰, please anybody can help? I have the video in my cellphone, I'm worried about it, what are those agents on the chats that supposed to help but instead they do nothing ( in my case). Please any help? Any customer service I can call to complain or something else? Thank you for reading I'll be waiting for any response. 👎

Jao vdL · Answer

That is pretty standard way of providing support on a problem to remote in to your computer to help you get sorted out. I know Adobe does this this way indeed. The problem of course is that it is indistinguishable from what the scammers do so you are right to be suspicious. However if you reached them through the Adobe website and Adobe's phone number it is likely legit. They might need to go into a system area to change a file permission or a system setting to get it working again so it is not necessarily strange that they worked somewhere else than in Classic. Of course you are absolutely right to be suspicious of people remotely controlling your computer.

I don't know of a phone number to call. Adobe took all those of their website and now you have to go through the online system first. You can possibly complain on the https://feedback.photoshop.com website (same logon as here) where there are actual adobe people active. Here it is mostly other users. I am just another user for example.

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