Following the concerns a number of Dell Computers’ customers raised over the security vulnerability a eDellRoot certificate inadvertently introduced into the personal computers of customers, Dell has moved swiftly to address the issue and issued its views on the unfortunate incident.
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Dell today in a statement noted that the eDellRoot certificated is an application installed by its Dell Foundation Service to enable it better diagnose customers’ computer systems and resolve technical issues within record time; but the application unfortunately created a security loophole that could have been exploited by hackers.
Dell notes that, “We deeply regret that this has happened, and are taking steps to address it.”
The computer company emphasized that the certificate application is never a malware or a adware and must not be viewed as such; but rather an application for a support tool which its technical team would easily use to service customers’ computers by identifying its model, allowing for online support for servicing needs.
Dell also reiterated that the certificate does not collect customers’ personal information, and that it will not reinstall itself after it has been properly uninstalled using Dell’s recommended process. However, Dell has posted comprehensive information on how to remove the application.
Further to this, Dell is launching a software update by November 24 to check for the application in customers’ systems remotely and remove it if detected. It must however be pointed out that corporate customers who have reimaged their systems without Dell Foundation Service will not have been affected by this development; but then, the offending certificate will be removed from all Dell systems from now.
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Dell appreciates those who alerted it to the security vulnerability and further welcomes feedback on this same issue or on any Dell products and software.