Abstract: A secure, remote support platform allows secure, remote device support with an edge device (101) and a trusted intermediary server resource (“trusted server”). The trusted server (113) is an endpoint for secure connections with a support application used by a remote technician and with the edge device. The secure connections carry messages with inputs, data requests, and feedback. Messages between the trusted server and support edge device are secured in a manner that allows each endpoint to validate the messages. The remote technician controls the edge device to assesses a target device connected to the edge device. The edge device presents emulated peripheral devices to the target device while capturing the target device desktop with a camera or presents remotely controlled peripherals and returns screen captures or updates of the desktop from the target device.

Abstract: A remote technical support system includes an edge device that operates as a highly secured conduit for a technician to view, access, and control a target device via a secure protocol over a connection medium between the edge device and the target device. The edge device's architecture allows it to selectively present numerous peripheral devices to the target device. The architectural components of the edge device can be controlled by a technician through a secure connection with a trusted server which allows authorized to access the edge device. The edge device also relays technician commands to and obtains diagnostic information from the target device and communicates feedback to the technician over the secure connection. The commands may be relayed to the target via the one or more selectively connected USB peripherals.

Abstract: A remote technical support system includes an edge device that operates as a highly secured conduit for a technician to view, access, and control a target device via a secure protocol over a connection medium between the edge device and the target device. The edge device's architecture allows it to selectively present numerous peripheral devices to the target device. The architectural components of the edge device can be controlled by a technician through a secure connection with a trusted server which allows authorized to access the edge device. The edge device also relays technician commands to and obtains diagnostic information from the target device and communicates feedback to the technician over the secure connection. The commands may be relayed to the target via the one or more selectively connected USB peripherals.

Abstract: A remote technical support system includes an edge device that operates as a highly secured conduit for a technician to view, access, and control a target device via a secure protocol over a connection medium between the edge device and the target device. The edge device's architecture allows it to selectively present numerous peripheral devices to the target device. The architectural components of the edge device can be controlled by a technician through a secure connection with a trusted server which allows authorized to access the edge device. The edge device also relays technician commands to and obtains diagnostic information from the target device and communicates feedback to the technician over the secure connection. The commands may be relayed to the target via the one or more selectively connected USB peripherals.