[General Questions and Answers] rdguy1:
Hello, hoping someone can provide some help. I have been noticing my phone - A Droid Razr - slowing down, acting up, homescreen error requiring restart, etc. I saw a program called "Verizon Remote Diagnostic" but didn't think much of it at first. I did a factory reset and things stayed the same. I looked into this App as it is consistently running in my processes. Apparently, the app is a remote desktop that gives Verizon employees ability to access your phone. The list of permissions includes everything, from reading SMS and media, call logs, GPS, the whole works. However, Verizon has stated that it is not a monitoring tool, requires explicit user permission, etc. Here is a brief rundown from a Verizon spokesperson:

“It is a piece of the new software and cannot be removed, but it does not run in the background. It only runs when a customer calls support and gives permission to use it . . . The tool will not run unless a customer gives explicit permission during a call with customer support. If customer support suggests using the tool as a way to diagnose a problem the customer will see a notification on their device after customer support initiates the Verizon Remote Diagnostics tool. A customer will then see a permission request directly on their device along with “terms and conditions” and an “Accept” or “Reject” button. A customer will need to select “Accept” in order for the tool to run. Customers are free to select “Reject” and the tool will not run.

Customers will also be given a 4-digit PIN by customer support and that PIN must be entered in the device by the customer in order for this to work. . . it does not run in the background. It only runs when a customer gives permission to use it.” - I can't post the link to this as I am a new member, but it is available at the droid-life website

I have never called in, never gone into the store other than to purchase the phone, have never given any permission in any way to any Verizon employee, have never even asked a question to Verizon online, in person, over the phone, etc. I have never had an outside tech look at it or send it off for any repairs. So my question is - Why is this app running on my phone? To be clear, it is not just on my phone, I understand that the App is listed in the all apps list, but why is the app actively running on my phone when it is not supposed to without my permission?

The person who set my phone up about a year ago was very creepy and asked me if I had any nude pictures on my phone, or if I wanted to transfer any nude pictures from my old phone to my new phone. When I told him no, he sad "Damn, that ruins me day!" and the other employees laughed and said "damn," Then he spent about 20 or minutes setting it up and making calls on the phone. My concern is that this sleezy rep gave himself access to my phone, because I most certainly did not.

Curiously, the program stops running shortly after I discover it in the running apps list. However, I will check later and it will be running again. This is very concerning. Is there anyway to get more information on this app and why/how it is running? How about a history showing times it was accessed, by what IP address, etc.? I have searched the forum and the internet extensively, but no one else seems to have the program running on their phone. I have a screenshot available if it would help.

Also, and possibly unrelated, is an running app called "Data Offload." I am not sure what it is doing either. Thanks so much for any helpful answers!