Is Screen Sharing Safe?

Screen sharing can be safe when you’re using trusted software, only sharing the information that’s needed, and having control over who joins your session. The bigger risk is typically the information on your screen that you don’t want to see: passwords, personal data, open documents, or a notification popping up at the wrong moment, and not the sharing technology itself.

Below, you’ll find information on the potential privacy risks that come with screen sharing, how it compares to other remote access methods like remote desktop, and the safety precautions that keep a session secure.

What is screen sharing and how is it different than remote desktop access?

Screen Sharing allows someone to view your screen, an application, or a browser tab during a call or a support session, whereas remote desktop access lets you control another person’s device. There is an important difference between the two, which is frequently overlooked. While you may think that a representative you’ve invited to view your screen “can only see what I see and nothing else,” it depends on what exactly you share:

• Entire screen: everything currently visible, including other open apps, tabs, and notifications
• A single application: just that program's window, though pop-up notifications can still slip through
• A browser window or tab: the narrowest option, generally limited to that one page

Remote desktop tools, on the other hand, let the other person control your device. They are typically used for solving specific tasks, like an IT technician adjusting your system settings or your friend installing software for you.

If you’d like to learn more about how exactly screen-sharing tools function, see our guide to what screen sharing is and how it works.

Is screen sharing safe?

Yes, screen sharing can be safe and trusted when done correctly. However, it always involves a risk of exposing personal information, especially if the session is not properly secured or you share your entire desktop by accident. The problem is not screen sharing itself, but rather that most people overlook the information that appears on their screen when the session is active. A password manager, bank tab, email, or document can become visible on your screen at any time, exposing potentially sensitive data.

Below are some of the main risks and ways to avoid them.

Privacy concerns

The most common cause of a privacy breach during screen sharing is normal everyday clutter on your desktop. Passwords, bank pages, emails, notifications, and documents are frequently left open by accident, without being noticed. Pay special attention to:

• Passwords stored in password managers or browser extensions
• Personal information or account details on opened tabs
• Bank account or payment information on a payment page
• Emails, messages, or calendar notifications
• Documents and spreadsheets with sensitive information

None of these things are dangerous on their own, however, any of them can be used to expose personal information if they appear on your screen during a sharing session. It’s important to always remember that nothing should stay open on your device if you do not actively need it. 

The FTC also reminds people of the same advice in their video conferencing guidelines: before sharing your screen, always close any documents, browser windows, or other applications that may contain your personal information.

Phishing and malware

A much more dangerous violation involves deceptive practices: some scammers pose as customer support representatives and convince people to use screen-sharing services in order to access their personal information.

Malicious actors can impersonate customer support agents and trick you into allowing them to view your screen. Screen-sharing scams involving banking information and phishing are particularly dangerous since no special software is required to access the information, only your permission. 

The FTC and the FBI have issued reports on screen sharing and phishing, reminding people to always make sure they know who they are communicating with online.

Government cybersecurity agencies such as CISA and the NSA also advise consumers on the risks involving unofficial remote access and screen sharing tools. A report published by CISA, the NSA, the FBI, and other government agencies notes that many cybersecurity incidents involve misuse of official software designed for remote communication. The report serves as a reminder to always make sure you’re communicating with the correct person, especially when you are using external services.

Recording

If a screen-sharing session gets recorded, that recording has to be secured as well. Always make sure that the recording does not contain any potentially sensitive information and that the file itself is not vulnerable to attacks. 

It is also important to make sure that only the right people have access to it. Depending on the platform you are using, recordings might not capture some of your keystrokes or activity by default. It is better to double-check the specifics on a case by case basis, since every screen sharing service has individual requirements for recording a session.

Social engineering

Another threat that is not specific to screen sharing but rather to customer support in general involves social engineering schemes. Fraudsters call you and pretend to be customer support agents, asking for permission to share their screen in order to provide assistance. Once your screen is shared, they can potentially steal your information and use it to take over your accounts.

A customer support agent pretending to be your bank representative can ask you to share your screen in order to “verify your identity.” The agent can then lead you to their website and encourage further disclosure of personal information, or they may attempt to convince you that you have entered a phishing scheme. No actual technical work is required for this type of scam, only manipulating you into giving the scammer access to your device. In most situations, legitimate customer support representatives do not require you to share your screen or provide your personal information. If you feel you are being manipulated in any way, you should always be able to terminate the call and contact an official customer support representative.

All of the above precautions are standard for maintaining security and privacy during screen sharing.

How to safely share your screen

The majority of these precautions can be taken by following a simple checklist before your sharing session:

• Verify who you are sharing your screen with in advance
• Only share a specific tab or window
• Make sure to close documents, applications, and passwords before you share your screen
• Turn off email, message, and calendar notifications during the session
• Verify recording settings before you join or record a session with others
• End a session when you are done sharing your screen

Additionally, it is important to use trustworthy software. Always make sure to download the application from an official website and follow the updates to keep your software secure. The majority of cybersecurity incidents involve an older version of screen sharing software.

Instead of using a particular network protocol, you should also consider having a trusted computing environment. Keeping your system and your screen-sharing tools updated is one way to achieve that, as well as only using private networks for communication. 

According to the guidance published by NIST, teleworking and using external services only involves additional security risks, so making sure your device is secure is always a good idea.

Is screen sharing safe for customer support?

Screen sharing can be used for customer support, but it is important to always share only the information that is necessary. A customer support representative helping you with a checkout issue, for example, does not need to see your entire desktop if they only need to access a specific website. This is not a major concern in most cases, although you may end up exposing more information than you intended.

A similar issue occurs when a customer support representative shares their own desktop for instructional purposes. In most cases it is better to share only the application or the website you need to access.

For businesses providing customer support, this is usually an issue that should be addressed on a company level. If your representatives typically only need to access a specific website, making sure that only that website is visible during the session can reduce the risk of any unintended exposure. Some businesses, however, do have specific software designed to allow customer support representatives to only see necessary applications or web pages.

If you are looking for such web-based customer support software, you can find more information about our cobrowsing solution here.

Is cobrowsing safer than screen sharing?

Cobrowsing allows you to share a specific web page experience with a customer support representative instead of your entire desktop during a screen-sharing session. Cobrowsing solutions typically only allow you to see the parts of a web page that you need in order to complete a task.

Both cobrowsing and screen-sharing software can be used for customer support, however, screen sharing can expose more information than necessary. Below are some of the main differences between the two:

In general, cobrowsing is a safer alternative that is specifically designed to prevent unintended disclosure of private information during customer support interactions. Cobrowsing solutions such as Fullview’s only allow you to see the parts of a web page that you need in order to complete a task.

Frequently asked questions

Is screen sharing safe? 

Screen sharing is generally safe if a session is properly secured and you only share the information that you want others to see.

Can someone access my computer through screen sharing? 

Someone can only access your computer through remote access software, not screen sharing.

Can someone see my passwords when I share my screen? 

Someone can see your passwords if they are shown on the screen you are sharing, whether autofilled or opened in a separate tab or document.

How can I safely share my screen? 

Before screen sharing, always verify who you are sharing with and only share the information that you need to share. It is also a good idea to close any applications or documents that contain your personal information.

Is cobrowsing safer than screen sharing? 

Cobrowsing can be safer since it only allows you to see the parts of a web page that you need in order to complete a task, which narrows what could be exposed by default.

Conclusion

Screen sharing can be safe if you are using a trusted platform and only sharing the information that you need to share. The potential risks typically come from unintended exposure of personal information, unverified participants, the use of unofficial and untrusted software, and recording sessions. 

For customer support purposes, screen sharing is typically only needed for web-based tasks, so asking if cobrowsing is a safer alternative can help you limit the amount of information you share.