ComputracePlus: FAQs
Frequently asked questions and answers about AbsoluteTrack are organized into the following categories:
• General
• Requirements & Compatibility
• Phone & Internet Connectivity
• Implementation & Installation
GENERAL
Q. Is ComputracePlus offered only on laptops?
A. No. The ComputracePlus computer tracking and loss control service is effective on both laptop and desktop systems, including local and out-of-office devices.
Q. Do users know that ComputracePlus is running on their machines?
A. Not unless you choose to tell them. Given that approximately 70% of computer theft is linked to or committed by internal employees, you may choose to keep the use of ComputracePlus concealed.
Q. Can ComputracePlus be detected?
A. On most PCs, the Computrace Agent, which powers ComputracePlus, is silent and invisible and will not be detected by looking at the disk directory or running a utility that examines RAM. On many PCs – depending on their operating system – the Agent cannot be erased off the hard drive by deleting files because it is not visible in file directories. The Agent can survive a hard drive re-format, F-disk command and hard drive re-partitioning. The Agent can be removed by an authorized user with the correct password and installation software.
On a Mac system, it is very difficult for a standard user to deliberately or accidentally delete the Agent as the files cannot be deleted by anyone other than the root user.
Q. What happens if a computer’s hard drive is removed?
A. The Computrace Agent resides on a computer’s hard drive so if the drive is removed and installed on another computer, the Agent will initiate contact with the Monitoring Center at its next scheduled call. It will then report its new location. The original computer will no longer be protected.
Q. How much does ComputracePlus cost?
A. The price for one license of ComputracePlus is US$49.95 or CDN$69.95. This includes one year of monitoring, basic asset tracking and all recovery services, including forensic data recovery. Two, three, and four year monitoring service terms and volume discounts are also available. The Data Delete service is priced separately, and only purchased when needed.
Q. Can data on a stolen PC be deleted?
A. To protect data, on a PC, in addition to hardware, ComputracePlus customers do have the option of wiping valuable data from a stolen machine. The Data Delete service helps to prevent a thief from accessing and potentially compromising that data. Customers contact Absolute to initiate the Data Delete service, which is administered the next time the Agent contacts the Monitoring Center. The service then works in the background to erase data from the PC, and can be configured to include or exclude the operating system.
This Service is not currently available for the Macintosh
Q. How much does the PC Data Delete service cost?
A. Customers pay for the Data Delete service only when it’s needed. The fee is US$200 per target PC, per service instance.
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REQUIREMENTS & COMPATIBILITY
Q. What are the minimum system requirements to run ComputracePlus?
A. Computrace Agent Hardware & Operating System Requirements:
For PCs:
486 or faster processor
Hayes-compatible modem or connection to the Internet
Windows 95/98/2000/NT/Me/XP
For Macs:
G3 processor or above
Connection to the Internet
Mac OS X version 10.2
Q. Does ComputracePlus interfere with applications that are in operation?
A. No. ComputracePlus does not affect system performance or security.
Q. Can ComputracePlus work with encryption software?
A. Yes. ComputracePlus works with PC file and folder level encryption.
Q. Can ComputracePlus co-exist with anti-virus software?
A. We have successfully tested ComputracePlus on PCs with all major anti-virus software products, including the latest versions of McAfee VirusScan and VirusScan ASaP, Norton Anti-Virus, Dr. Solomon Anti-Virus, Sophos Anti-Virus, Trend Pc Cillin & OfficeScan, Kaspersky™ Anti-Virus and eTrust EZ Antivirus. However, if there is any concern about the Computrace Agent being detected during installation, Absolute recommends disabling any resident anti-virus software before installing the Agent and then restarting it immediately after the installation is complete.
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PHONE & INTERNET CONNECTIVITY
Q. How often does the Computrace Agent contact the Monitoring Center?
A. The call frequency is typically set to once daily for IP connections, once every four days for regular dial-up. A successful IP call pushes back the scheduled modem call. When a computer is reported stolen, the frequency is automatically increased to once every 15 minutes.
Q. Can the Computrace Agent dial through various telephone systems?
A. The Computrace Agent works from any phone line in the United States and Canada, even those requiring a special prefix number, such as 8 or 9. If the Agent is set to dial with a special prefix, it will first dial using that prefix but will try all common prefixes (and no prefix) until it makes a successful connection. When the Computrace Agent uses a phone connection to communicate with the Monitoring Center, it uses a toll-free telephone number.
Q. Can the Computrace Agent identify a phone number that is unlisted or using Caller ID blocking?
A. Yes. Using the ANI (automatic number identification) system, we can identify any incoming phone number, even those that are unlisted or that employ Caller ID blocking.
Q. Can the user hear the modem when the Computrace Agent makes a call?
A. No. The modem speaker is automatically turned off when the Agent calls the Monitoring Center so the user, authorized or not, never has to know that the call has taken place.
Q. What if the modem on a ComputracePlus-equipped computer is replaced?
A. The Computrace Agent communicates with modems through the Microsoft TAPI interface. As long as the new modem installed is Hayes-compatible and functioning correctly, the Agent will report its location. Over 99% of PC modems are Hayes-compatible.
Because Macs have integrated modems modem replacement is unlikely to occur on a Mac system.
Q. Can ComputracePlus work through firewalls to reach the Internet?
A. Yes. When configured properly, the Computrace Agent will use any active IP connection to reach the Internet through firewalls and proxies.
Q. Can ComputracePlus work with a DSL or cable Internet Service?
A. ComputracePlus will work over a dial-up connection (LANs) or with any Internet connection (cable or DSL).
Q. Does ComputracePlus need a certain ISP to connect to the Monitoring Center?
A. No. ComputracePlus uses any available IP connection to reach the Monitoring Center.
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IMPLEMENTATION & INSTALLATION
Q. How is ComputracePlus delivered?
A. Customers can choose to implement ComputracePlus as a managed service over the Internet or as enterprise software installed on the customer’s site. In the Software Service Delivery Method, Absolute owns & operates the solution on behalf of the customer; in the Enterprise Software Delivery Method, the customer owns & operates the solution.
Q. In the Software Service method, how long does it take to install the ComputracePlus service?
A. For individual installations it only takes a few minutes to run through the wizard-based installation tool and install the Computrace Agent.
Q. How can I install ComputracePlus across my population of PCs?
A. For installation on multiple PCs, Absolute supplies an Administration Kit that enables the administrator to install the Computrace Agent via a logon script on a LAN. ComputracePlus can also be made part of a standard corporate image or even pre-installed by an authorized integrator or OEM partner. For installation on multiple Macs a remote administration software such as Apple Remote Desktop is used to install the Computrace Agent or each machine can have the agent installed on it manually.
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