Secure remote application shares

• US 10,055,611 B2
• Filed: 12/01/2016
• Issued: 08/21/2018
• Est. Priority Date: 12/16/2014
• Status: Active Grant

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Patel, Anand Bhupendra, Gigliotti, Samuel Scott
• Primary Examiner(s): Lagor, Alexander
• Application Number:
  US15/367,133
• Publication Number:
  US 20170200021A1
• Time in Patent Office: 628 Days
• Field of Search: None
• CPC Class Codes: G06F 21/10 Protecting distributed programs or content, e.g. vending or licensing of copyrighted material protection in video systems or pay television H04N7/16 ; Digital rights management [DRM]
• CPC Class Codes: G06F 21/6245 Protecting personal data, e.g. for financial or medical purposes
• CPC Class Codes: G06F 2221/2149 Restricted operating environment
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 63/08 for authentication of entities cryptographic mechanisms or cryptographic arrangements for entity authentication H04L9/32
• CPC Class Codes: H04L 63/168 above the transport layer
• CPC Class Codes: H04L 65/70 Media network packetisation

Abstract

A customer support application provides screen sharing of the user'"'"'s computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user'"'"'s device. At least a portion of the content displayed on the user'"'"'s device may contain sensitive information. Coordinates corresponding to the content displayed on the user'"'"'s device may be obtained and the portion of the display corresponding to the coordinates may be obscured from the remote customer support agent.

Claims

1. A computer-implemented method, comprising:

obtaining a set of screen coordinates of a portion of a user interface displayed on a user device, the set of screen coordinates corresponding to a user interface element that receives sensitive information from the user device, the set of screen coordinates of the user interface determined based at least in part on a selection of the user interface element by an agent via a support application executed by a support agent computing device;

executing the user interface element as a result of receiving a command from a support agent computing device;

obtaining user interface content displayed by the user interface;

modifying the user interface content by at least obscuring the user interface corresponding to the set of screen coordinates such that the sensitive information entered into the user interface element is obscured in the support application to obtain modified user interface content; and

providing the modified user interface content to the support agent computing device.

2. The computer-implemented method of claim 1, wherein the computer-implemented method further includes determining information associated with an input into the user interface element, the information indicating one or more characteristics of the input.

15. The computer-implemented method of claim 1, further comprising:

encrypting the sensitive information to produce encrypted sensitive information; and

providing the encrypted sensitive information to the support application.

19. The computer-implemented method of claim 1, further comprising:

determining that the user interface element that receives sensitive information is a password field; and

modifying the user interface content results in obscuring contents of the password field.

3. A system, comprising:

at least one computing device configured to implement one or more services, wherein the one or more services;

obtain a media stream from a computing device, the media stream containing a set of masking coordinates of at least a portion of a user interface displayed on the computing device and capable of receiving an input through the computing device, the portion of the user interface corresponding to a user interface element, the set of masking coordinates provided by an agent executing on a support agent computing device;

execute the user interface element as a result of receiving a command from the support agent computing device;

obscure a portion of the media stream to generate an encoded media stream, such that the portion of the media stream corresponding to the user interface element is unreadable in the encoded media stream when displayed by the support agent computing device; and

provide the encoded media stream to the support agent computing device.

4. The system of claim 3, wherein the one or more services are further configured to:

detect a password field included in the portion of the user interface; and

obscure the password field in a second portion of the media stream corresponding to the password field.

5. The system of claim 3, wherein the one or more services are further configured to:

determine a number of characters entered into the user interface element; and

provide information indicating the number of characters to the support agent computing device.

6. The system of claim 3, wherein the one or more services are further configured to:

determine that the input provided through the portion of the user interface matches one or more password conditions; and

provide an indication that the input matches the one or more password conditions.

7. The system of claim 3, wherein the portion of the user interface includes a text-input field displayed on the computing device.

8. The system of claim 3, wherein the one or more services are further configured to receive a request from the computing device to establish a support session.

16. The system of claim 3, wherein the one or more services are further configured to, as a result of a change in orientation of the at least one computing device, switch the user interface from portrait to landscape mode.

20. The system of claim 3, wherein the executable instructions further include instructions that cause the one or more services to store the input in a remote storage system inaccessible to the support agent computing device.

9. A non-transitory computer-readable storage medium having stored thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to at least:

determine, based at least in part on a selection of a user interface element by an agent executing on a support agent computing device, a set of coordinates associated with a portion of a display corresponding to the user interface element to receive sensitive information, wherein the portion of the display corresponds to the user interface element;

execute the user interface element as a result of receiving a command from a support agent computing device;

obtain content of the display associated with the set of coordinates, the content including input to the user interface element received from a user device;

modify the content by at least obscuring the content associated with the set of coordinates to obtain modified content, wherein the input is obscured in the modified content; and

provide the modified content to the support agent computing device.

10. The non-transitory computer-readable storage medium of claim 9, wherein the instructions further comprise instructions that, as a result of being executed by the one or more processors, cause the computer system to perform an operation using the input as a result of a command received from the support agent computing device.

11. The non-transitory computer-readable storage medium of claim 9, wherein the instructions further comprise instructions that, as a result of being executed by the one or more processors, cause the computer system to store the input in a remote storage system not accessible by the support agent computing device.

12. The non-transitory computer-readable storage medium of claim 9, wherein the instructions that cause the computer system to obtain the content of the display associated with the set of coordinates further include instructions that, as a result of being executed by the one or more processors, cause the computer system to obtain a framebuffer of the display from a user device.

13. The non-transitory computer-readable storage medium of claim 9, wherein the instructions further comprise instructions that, as a result of being executed by the one or more processors, cause the computer system to detect that the user interface element is associated with input of sensitive information.

14. The non-transitory computer-readable storage medium of claim 13, wherein the user interface element is a personal identification number field.

17. The non-transitory computer-readable storage medium of claim 9, wherein the executable instructions further cause the computer system to determine, via the user interface element, that the input consists of a social security number.

18. The non-transitory computer-readable storage medium of claim 9, wherein the executable instructions further cause the computer system to tag the sensitive information to indicate that the sensitive information is to remain obscured during movement of the portion of the display.