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Samsung Expands Home Appliance Remote Management (HRM) Service Globally to Enhance Customer Experience

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Samsung Electronics Co., Ltd is expanding it Home Appliances Remote Management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries with support for 17 languages, enabling seamless support for a wide global customer base.

HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center . With customer consent, advisors at service centers can remotely access diagnostics data – including refrigerators’ inner temperature levels, dryers’ moisture levels or air conditioner cooling performance – and provide solutions or guidance to solve issues .

HRM has been used in remote customer support since 2020 in Korea, and was piloted across 10 countries in 2024. This year, the service has officially rolled out globally across 122 countries, supporting refrigerators and washing machines. To facilitate successful global rollout, Samsung has expanded HRM’s multilingual support from English and Korean to 17 languages in total – including Spanish, Portuguese, German, French, Russian, and Czech .

 “Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. “Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”

Enhancing Service for Screen Appliances

In line with the expansion of screen-equipped appliances like Bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7”, 9”, and Family Hubs, its users can share their device screens in real time with service center advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems. First introduced in 2021 with Family Hub refrigerators, screen sharing expanded to refrigerators with the 9” screen in July 2025, with support for washing machines with the 7” screen to follow in September .

Immediate Solutions and Reduced Service Visits through Remote Assistance

Samsung’s HRM service improves the efficiency of customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, for a customer that reported that the washing machine’s buttons were not responding, the advisor was able to diagnose through the HRM system that the Child Lock setting was active. With simple guidance on how to disable the setting, the problem was solved instantly without a technician’s visit. In another case where a customer reported condensation on the refrigerator door, with user consent, the advisor was able to remotely turn on the internal heater, which effectively eliminated the moisture.

In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance. They are able to arrive at the site prepared with the correct parts and tools, reducing repeat visits and significantly shortening repair time. This makes HRM especially effective in large countries and hard-to-reach regions where traditional technician visits may face delays.

In regions such as the United States and India, HRM is also used proactively to address potential device malfunctions before they escalate . In the US, SmartThings-connected devices are actively monitored for a range of potential risks. When a risk is detected, users are promptly informed through SmartThings push alarms, enabling them to take timely action. Similarly, in India, the service center actively monitors SmartThings-connected appliances, identifying potential risks and reaching out to customers to discuss the issue. When required, a service engineer is dispatched to conduct thorough inspections or perform part replacements, ensuring timely and effective resolution for any concerns and preventing major issues from arising.

Growing Adoption and User Satisfaction

The utilization of the HRM system is steadily increasing, with a notable rise in usage rates attributed to enhanced language support across the regions being served. In July 2025, the number of incoming service calls globally that utilized HRM doubled compared to January of the same year. In France, the usage rate of HRM for applicable devices increased more than 30% points this year following the introduction of French language support . This contrasts with the previous year when the system was in its pilot phase with English, highlighting the importance of language accessibility on system adoption.

User satisfaction is also improving. In India, where the HRM usage rate for service calls is higher than other regions, the customer satisfaction score for remote service calls improved by more than 10% points in the second quarter of 2025 compared to the previous year. Key areas of improvement included the resolution of issues and the professionalism demonstrated during calls, contributing to the overall enhancement in customer experience.

With the continued expansion of customer support solutions like HRM, Samsung is realizing more convenient and efficient ways to care for home appliances – reducing downtime, enhancing the user experience and setting new standards for global service. As HRM reaches more countries, languages and product categories, Samsung remains committed to delivering smarter, more connected care for the homes of the future.

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Incorrect readings warning over some FreeStyle Libre 3 and FreeStyle Libre 3 Plus sensors

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Source: www.diabetes.org.uk

People across the UK who use the FreeStyle Libre 3 or FreeStyle Libre 3 Plus sensors have been warned that some sensors are giving incorrect readings showing low glucose levels, which if undetected may pose a potential health risk for people living with diabetes.

If you use either of these sensors, you’ll need to see if your sensors are affected. Here’s what you need to know.

What do I need to do if my sensor is affected

Abbott, the company that makes the FreeStyle Libre 3 and FreeStyle Libre 3 Plus, is contacting people who use these sensors through their app and by email to ask them to check the serial number of their sensors. You may also be contacted by your diabetes team.

To see if the sensor you’re wearing or an unused sensor is potentially affected you can visit freestylecheck.com and select ‘Confirm Sensor Serial Number’, or you can call Abbott’s customer service team on 0800 170 11 77.

There are different ways to locate the serial number. If your sensor is still in its package, the serial number can be found on the bottom of the sensor carton packaging and on the sensor applicator label. For sensors in use or already used, the serial number can be found in the FreeStyle Libre 3 reader or app.

How to find the serial number using the reader:

From the Settings menu select System Status, then System Info. Multiple Sensor Serial Numbers may be listed. Number (1) is the one you are currently wearing or have most recently worn.

How to find the serial number using the FreeStyle Libre 3 app:

From the App Main Menu select About. Multiple Sensor Serial Numbers may be listed. The one at the top of the list is the one you are currently wearing or have most recently worn.

How to find the serial number if you’re using a sensor with a connected insulin delivery device:

If you are using a sensor with a connected insulin delivery device, please refer to the connected insulin delivery device user manual on how to locate the sensor serial number. You can find out more on Abbott’s FreeStyle Libre FAQs.

What happens next?

Once you have reported an affected serial number, you will then be asked to provide your contact information so Abbott can send you a replacement sensor at no extra cost. This applies whether you get your sensors on prescription or you self-fund them.

If you’re wearing a sensor that has been affected, you should immediately remove the sensor and dispose of it as you usually would.

If your sensor is affected, and you do not have a replacement, you can use the built-in meter in the FreeStyle Libre 3 Reader, or an alternative blood glucose meter, to check your glucose levels while you await your replacement.

You can continue to use your FreeStyle Libre 3 or FreeStyle Libre 3 Plus sensors if they are not impacted.

If your sensor is not impacted, but your sensor readings don’t match your symptoms or expectations (such as symptoms of low or high blood sugar), then you should test your blood glucose levels using a blood glucose monitor before making treatment decisions.

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Tenable Solidifies Commitment to Saudi Vision 2030 with New Legal Entity in the Kingdom of Saudi Arabia

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Tenable (NASDAQ: TENB), the exposure management company, today announced the formal establishment of a new legal entity in the Kingdom of Saudi Arabia. This move signals its investment in the region and a commitment to supporting the nation’s ambitious digital transformation under Vision 2030.

The new entity will strengthen Tenable’s ability to serve its growing customer base across the Kingdom, expanding local access to its market-leading Tenable One Exposure Management Platform and a direct pathway for deeper collaboration on national cybersecurity initiatives, such as those mandated by the National Cybersecurity Authority (NCA).

This news coincides with Tenable Co-CEO Mark Thurmond’s visit to the region, where he will deliver a keynote address at Black Hat Middle East & Africa (MEA) 2025. His keynote will emphasize the critical need for a new cybersecurity discipline: Exposure Management.

Saudi Arabia is undergoing one of the most remarkable national transformations in modern history, with visionary projects like NEOM and the growth of an “AI Zone” with companies like HUMAIN. This pace of innovation, while fueling progress, dramatically expands the digital attack surface and introduces new, complex risks.

Exposure Management unifies siloed security teams, tools and data, providing a comprehensive, single view of cyber risk across the modern attack surface. This unified approach is essential for securing the complex, interconnected digital ecosystems driving Vision 2030, such as the sprawling IoT networks being built for giga-projects like NEOM.

“The ambition and speed of innovation we are witnessing in Saudi Arabia is undeniable, but ambition on this scale brings new challenges. The same digital foundations — AI, cloud, and IoT, that fuel the nation’s progress also introduce new opportunities for a rapidly maturing adversary to exploit them,” said David Cummins, Senior VP of EMEA, Tenable. “The traditional playbook is broken. We must move from a fragmented, manual defense to a unified, pre-emptive, and automated system. The establishment of our new entity serves to reinforce Tenable’s commitment to providing our partners in the Kingdom with the exposure management vision and local support essential to securing this incredible transformation and protecting Vision 2030.”

The timing of Tenable’s expansion also addresses the urgent threat posed by the weaponization of AI in cyberattacks. With AI accelerating attack development timelines from weeks to minutes, manual human response is no longer sufficient.

Exposure Management leverages AI to proactively identify, assess, and prioritize the critical few vulnerabilities that actually expose an organization to risk. This turns Tenable’s platform into a system of action that automates remediation steps without human intervention for routine tasks. This capability is crucial for protecting the critical infrastructure that powers the Saudi economy against highly targeted, AI-driven attacks.

The new legal entity will allow Tenable to deepen its partnerships with Saudi organizations, aligning its services with local compliance and data sovereignty requirements, such as the Personal Data Protection Law (PDPL) and NCA Essential Cybersecurity Controls.

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تينابل ترسخ التزامها تجاه رؤية السعودية 2030 من خلال تأسيس كيان قانوني جديد بالمملكة

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أعلنت تينابل، الشركة المختصة بإدارة التعرّض السيبراني، عن تأسيس كيان قانوني جديد لها رسميًا في المملكة العربية السعودية، ليعكس استثمار الشركة المتنامي في المنطقة والتزامها بدعم مسيرة التحول الرقمي الطموح الذي تشهده المملكة في إطار رؤية 2030.

وسيُعزّز الكيان الجديد قدرة تينابل على خدمة قاعدة عملائها المتزايدة في المملكة، من خلال توسيع إمكانات الوصول المحلي إلى منصتها الرائدة  Tenable One لإدارة التعرّض وفتح آفاق أوسع للتعاون المباشر في المبادرات الوطنية للأمن السيبراني – بما في ذلك تلك التي تشرف عليها الهيئة الوطنية للأمن السيبراني .

ويأتي هذا الإعلان بالتزامن مع زيارة مارك ثورموند، الرئيس التنفيذي المشارك لدى تينابل إلى المنطقة، حيث يلقي كلمة رئيسية في مؤتمر بلاك هات الشرق الأوسط وأفريقيا 2025  يؤكد خلاله الحاجة الملحّة إلى اعتماد مجال أمني جديد يتمثل في  إدارة التعرّض.

يذكر أن المملكة العربية السعودية تشهد واحدة من أكثر عمليات التحول الوطني إثارة للإعجاب في التاريخ الحديث، وذلك من خلال مشاريع مستقبلية كبرى مثل نيوم ونمو “منطقة الذكاء الاصطناعي” لاحتضان شركات مثل HUMAIN  وغيرها. ورغم دور هذا الابتكار المتسارع في دفع عجلة التقدم، إلا أنه يوسّع سطح الهجوم الرقمي بشكل كبير ويؤدي إلى نشوء مخاطر جديدة ومتزايدة التعقيد.

وتعمل إدارة التعرّض على توحيد فرق الأمن والأدوات والبيانات المجزأة لتوفير رؤية شاملة وموحّدة لمخاطر الأمن السيبراني عبر سطح الهجوم الحديث. ويُعد هذا النهج الموحد أمراً أساسياً لتأمين المنظومات الرقمية المترابطة والمعقدة التي تدعم رؤية 2030، بما في ذلك شبكات إنترنت الأشياء الواسعة التي يتم بناؤها للمشاريع العملاقة مثل نيوم.

في هذا السياق قال ديفيد كامينز، النائب الأول للرئيس لمنطقة أوروبا والشرق الأوسط وأفريقيا لدى تينابل: “لا يمكن لأحد إنكار حجم الطموح وسرعة الابتكار اللذين نشهدهما في المملكة العربية السعودية، لكن الطموح بهذا الحجم يجلب تحديات جديدة في الوقت ذاته. فالبنى الرقمية نفسها التي تدفع مسيرة التقدم الوطني – الذكاء الاصطناعي والسحابة وإنترنت الأشياء – تفتح أيضاً فرصاً جديدة لاستغلالها من قبل خصوم يتطورون بسرعة. وفيما لم يعد الأسلوب الأمني التقليدي صالحاً فإننا بحاجة للانتقال من الدفاع المجزّأ المعتمد على الجهود اليدوية إلى نظام موحّد واستباقي وآلي. يعكس إنشاء كياننا الجديد التزام تينابل بدعم شركائنا في المملكة من خلال توفير رؤية إدارة التعرّض والدعم المحلي الضروريين لحماية هذا التحول المدهش وصون مكتسبات رؤية 2030.”

ويأتي توسّع تينابل في وقت تواجه فيه المؤسسات تهديداً متصاعداً يتمثل في تسليح الذكاء الاصطناعي في الهجمات السيبرانية، حيث لا يعود الرد البشري وحده كافيًا مع تسريع الذكاء الاصطناعي لوتيرة تطوير الهجمات من أسابيع إلى دقائق.

وتستخدم إدارة التعرّض الذكاء الاصطناعي لتحديد الثغرات الحرجة وتقييمها وترتيب أولويتها بشكل استباقي – وهي الثغرات التي تُعرّض المؤسسة فعلياً للمخاطر. ويحوّل هذا النهج منصة تينابل إلى نظام لاتخاذ الإجراءات من خلال أتمتة خطوات المعالجة دون التدخل البشري في المهام الروتينية، إذ تمثل هذه القدرات عنصراً أساسياً لحماية البنية التحتية الحيوية التي تدعم الاقتصاد السعودي من الهجمات المستهدفة والمدعومة بالذكاء الاصطناعي.

ويتيح الكيان القانوني الجديد لتينابل تعزيز شراكاتها مع المؤسسات السعودية ومواءمة خدماتها مع متطلبات الامتثال المحلي وسيادة البيانات – بما في ذلك نظام حماية البيانات الشخصية والضوابط الأساسية للأمن السيبراني الصادرة عن الهيئة الوطنية للأمن السيبراني.

 

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