Driver Cave Support

Documentation

What support can and cannot do

Without asking you

• See who joined: the window shows the tech's name.
• Read driver traces, errors and recent activity collected by the app.
• Run read-only checks and prepare a proposed fix.

Only after you click YES

• Send a fixed driver (.c4z or .c4i). The popup shows the driver name, version, size and fingerprint. You choose Save to Documents\The Driver Cave (a folder with the Driver Cave logo; the app also has an Open my Driver Cave folder button) or Choose folder... to save it anywhere on your laptop. The file keeps the exact name of the driver in your project, so Update Driver keeps your connections and bindings. It never overwrites a file and never installs anything.
• Send a file to Driver Cave. Only when you click Send a file to Driver Cave... and pick a file (for example your project backup .c4p): Driver Cave can download that one file during this session. Nothing else on your laptop is shared. You then use Composer > right-click the driver > Update Driver and pick the file.
• Network access. The first time the tech needs a device on this network (the controller, a Crestron processor, a device's web page or SSH console, a TV box), you get one popup for the whole session. YES lets the tech reach devices here through your laptop, so they can work in Composer or a device's settings as if on site. That means they can change device settings. NO blocks network access for the rest of the session.
• Network list. With network access, the tech can list devices on this network (IP address, hardware address, and which common control ports answer) to find the controller and gear quickly.
• Talk in your own language. Type or turn on the mic in the support window. We read it in English and answer in your language, written and spoken. The mic turns itself off when you stop talking.
• You pick the ports. The support window has a tick box for each kind of connection the tech may use: SSH and Telnet consoles (22, 23), web pages (80, 443, 8080, 8443), Control4 Director and Composer (5020, 5021), Google TV / TELUS / Hotwire boxes (6466, 6467, plus 5555 to read the remote's key presses), Comcast X1 / Sky / Xumo boxes (8091), Samsung TVs (8001, 8002), OREI matrices (8000), LG TVs (3000, 3001), Vizio TVs (7345, 9000), Hisense TVs (36669), Kodi (9090) and Crestron (41794, 41795, 41796). All of them start ticked. Anything not on the list is always blocked. Untick one and it is blocked straight away, for the rest of the session.
• Record a device. Only when you click Record a device... and start it: you point a driver at your laptop's IP address and the app records the conversation between the controller and that device into Documents\The Driver Cave\Captures. It stops on its own after 30 minutes or 50 MB. Nothing is sent to Driver Cave unless you send the file with Send a file to Driver Cave...

Never

• Reach anything outside the customer's local network, or your laptop itself.
• Approve their own changes: the YES is always yours, on your screen.
• Keep access after the session: END SUPPORT, closing the app or the 60-minute limit ends everything.
• Open ports on the router. The app only connects out.

Privacy and security

• Each session needs your code and a personal Driver Cave tech key. One tech per session.
• Traffic is encrypted between your laptop and Driver Cave, and between Driver Cave and the tech. Our relay passes the traffic along; it is not end-to-end encrypted, so don't send passwords you can avoid sending.
• We log who joined, when, and which device addresses were reached, with byte counts. We do not log the contents.
• Do not include licence keys in screenshots or emails.

Windows warnings

The app is not code-signed yet, so Windows SmartScreen may say "Windows protected your PC". Click More info > Run anyway only if you downloaded it from this page. Windows may also ask to allow the app on the network; allow it on Private networks.

To check your download, compare its SHA-256 (PowerShell: Get-FileHash .\DriverCave-Support-Setup.exe):
Setup: 5c29b092c4d0376645f1da8a01608242995ec7e9d3f9a138bcae8c7e4df8ca8a
Portable: 3dfc908c9ee98d03adead5c48466482c450662ce16dbc7b9322032559383b76e