Computer Repair Technicians Are Stealing Your Data
Laptop technicians routinely violate the privacy of the people whose computers they repair:
Researchers at University of Guelph in Ontario, Canada, recovered logs from laptops after receiving overnight repairs from 12 commercial shops. The logs showed that technicians from six of the locations had accessed personal data and that two of those shops also copied data onto a personal device. Devices belonging to females were more likely to be snooped on, and that snooping tended to seek more sensitive data, including both sexually revealing and non-sexual pictures, documents, and financial information.
In three cases, Windows Quick Access or Recently Accessed Files had been deleted in what the researchers suspect was an attempt by the snooping technician to cover their tracks. As noted earlier, two of the visits resulted in the logs the researchers relied on being unrecoverable. In one, the researcher explained they had installed antivirus software and performed a disk cleanup to “remove multiple viruses on the device.” The researchers received no explanation in the other case.
The laptops were freshly imaged Windows 10 laptops. All were free of malware and other defects and in perfect working condition with one exception: the audio driver was disabled. The researchers chose that glitch because it required only a simple and inexpensive repair, was easy to create, and didn’t require access to users’ personal files.
Half of the laptops were configured to appear as if they belonged to a male and the other half to a female. All of the laptops were set up with email and gaming accounts and populated with browser history across several weeks. The researchers added documents, both sexually revealing and non-sexual pictures, and a cryptocurrency wallet with credentials.
A few notes. One: this is a very small study—only twelve laptop repairs. Two, some of the results were inconclusive, which indicated—but did not prove—log tampering by the technicians. Three, this study was done in Canada. There would probably be more snooping by American repair technicians.
The moral isn’t a good one: if you bring your laptop in to be repaired, you should expect the technician to snoop through your hard drive, taking what they want.
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