First of all,a technician cannot access a customer's laptop without the customer's permission. Before a tech can do remote access to customer's laptop,cust have to download the appl. in his side via dellconnect.com. after downloading,the tech has to give a code to the customer and for the tech to access the customer's computer - the customer needs to enter that seven digit code in his/her side.Once,accessed,end user can then see a message that says:Screen is being viewed.