Perth-based service provider, Ocean IT, has helped a customer recover his stolen notebook.
The client had purchased a notebook from Ocean IT for personal use but within a few weeks it was stolen in a home burglary. As the client’s managed services provider, Ocean IT rattled its brain for a solution. A pre-loaded software platform provided a glimmer of hope.
A Kaseya agent is loaded onto every computing device sold by the service provider. The software allows Ocean IT to remotely access a PC or notebook to perform maintenance and troubleshooting when required. It stays dormant until it is activated.
“All our clients are on a service level agreement acknowledging we will access their machines if required,” Ocean IT managed services manager, Matt Lansdown, said. “If we remotely control a machine, it will prompt a message to inform the user but obviously on this occasion we disabled it.”
Lansdown had appealed for help on Kaseya’s online forum. One of the vendor’s US-based technicians responded and shared a series of codes that would record data from the stolen notebook remotely.
“Using the Kaseya system, we set up a point at our end to wait for the laptop to be connected to the Internet,” he said. “Our agent is always looking for Internet in the background and once that happened, it reported the incident back to us.”
A connection was then made and a number of coded scripts were uploaded onto the device, which took snapshots from the computer’s built-in webcam and transmitted IP and gateway addresses back to Ocean IT. The information was tendered to the Police. They contacted the relevant ISP to identify the account holder responsible for the Internet connection.
The notebook was subsequently recovered and an investigation is pending.
Ocean IT is assisting the investigation and has implemented a new policy to combat similar situations in the future.
“We devised this one on the fly but now we have the scripts and steps to follow so we will definitely use them if the situation arises,” Lansdown said.