Carrier IQ

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Template:Multiple issues

Template:Infobox company Carrier IQ is a privately owned mobile software company

founded in 2005 in Mountain View, California. It provides diagnostic analysis of
smartphones to the wireless industry via the installation of software on the users
phone, typically in a manner that cannot be removed without rooting the phone. The
company says that its software is deployed in over 150 million devices
worldwide.<ref>Carrier IQ Named as an Innovative Business Analytics Company Under
$100M to Watch, Mountain View, CA, October 27, 2011</ref><ref>Carrier IQ
apologizes, drops threat to security researcher, by Stephen Shankland, 2011/11/25,
CNET News.com</ref>

Contents

1 Products

2 History

3 Rootkit discovery and media attention

4 Legal actions against Carrier IQ

5 Detection and removal

6 Updates

6.1 Problems with Carrier IQ's clarification

6.2 Distribution

6.3 Government response

6.4 Security responses

7 Board of directors

8 See also
9 References

10 External links

Products

IQ Agent is software, typically pre-installed on mobile devices by handset

manufacturers or network operators, designed to gather, store and forward
diagnostic measurements on their behalf. Data available can include metrics on the
device itself (e.g., firmware, battery levels, application performance, web
performance) and performance data on voice and data connectivity between the device
and radio towers. The mobile device manufacturers or network operators determine
which of these metrics are actually collected, according to a set of criteria known
as a "profile."<ref>Template:Cite web</ref> The IQ Agent software runs in the
background, and the user is not usually aware of its presence unless the
implementation includes an on-off switch.<ref>Template:Cite web</ref>

IQ Agent periodically uploads data to a Carrier IQ MSIP (Mobile Service

Intelligence Platform) system, which then feeds into the network operator's network
performance monitoring and diagnostic tools. Whenever a mobile device uploads data,
the IQ Agent can also download a new profile to change the selection of metrics
gathered.

IQ Agent was first shipped in 2006 on embedded feature phones and has since been
implemented on numerous devices and operating systems, including smartphones
(Android, RIM,<ref>Template:Cite web</ref> iPhone), USB modems and tablets.

MSIP (Mobile Service Intelligence Platform) refers to the backend Carrier IQ

software that receives mobile device diagnostic data directly from mobile devices
containing the IQ Agent software. The platform aggregates data from many devices
and produces KPIs (key performance indicators) that network operators and mobile
device manufacturers can use to assess the quality of services they provide and to
troubleshoot mobile device and network problems.

Analytics Domains are MSIP components that enable the system to calculate specific
KPIs. Carrier IQ's first analytics domains were on CDMA signaling, later
implementing UMTS (third-generation mobile cellular technology for GSM networks),
LTE (a standard marketed as 4G LTE) and device-specific domains for device
stability, battery and application performance.

IQ Insight is a suite of applications that gathers, analyzes and presents KPIs

generated by MSIP through a web-based GUI (graphical user interface). The
application delivers data through a geospatial or tabular view of issues (such as
dropped calls or no-service conditions) and allows cross-domain analysis of KPIs.

IQ Care is a dashboard tool for network operator and mobile device customer care
agents. When a mobile device user calls for support or troubleshooting, IQ Care
provides the customer care agent with a dashboard showing the consumer's device
configurations (e.g., mobile device serial number, firmware version), usage history
(e.g., number of applications installed, battery life) and other user experience
metrics (e.g., device and application crash data, radio technology analytics).

History

The company was founded by Konstantin Othmer and is a spin-off from his Core
Mobility company. Through its Mobile Service Intelligence Platform (MSIP) its
software "aggregates, analyzes, and delivers data to wireless carriers and device
manufacturers. This information proves a valuable resource for these businesses to
understand the quality of service their customers experience."<ref
name="privco1" />

On January 27, 2009, CEO Mark Quinlivan announced Carrier IQ had received $20
million Series C financing from Intel Capital, and Presidio Ventures, a Sumitomo
Corporation Company.<ref>http://www.carrieriq.com/company/PR.CIQ-SeriesC.2009-01-
27.pdf</ref>

On February 9, 2009, Carrier IQ announced a partnership with Huawei Technologies to

develop a "new range of datacards that will provide improved feedback on the mobile
broadband user experience."<ref>Template:Cite web</ref>

On February 17, 2009, NEC and Carrier IQ announced a global

partnership.<ref>Template:Cite web</ref>

On June 17, 2009, Carrier IQ was selected by TiE as a TiE50 award winner as "One of
the Hottest Global Emerging Companies."<ref>http://www.carrieriq.com/documents/17-
june-2009-carrier-iq-wins-2009-tie50-award/5590/</ref>

On June 16, 2010, Bridgescale Partners announced $12 million in Series D financing
for the company.<ref>Template:Cite web</ref>

On October 18, 2010, VisionMobile announced Carrier IQ had joined the "100 Million
Club" with its software installed on 100 million
phones.<ref>http://www.carrieriq.com/company/PR.100M_VisionMobile_FINAL_10_18_10.pd
f</ref>

On March 22, 2011, Carrier IQ announced Mobile Intelligence for 4G technologies,

including LTE and HSPA+.<ref>http://www.carrieriq.com/documents/22-march-2011-
carrier-iq-announces-mobile-intelligence-for-lte-and-4g-technologies/5596/</ref>

On August 31, 2011, Operating Partner at Mohr Davidow Ventures Larry Lenhart was
named CEO. The announcement noted that in the second quarter of 2011 Carrier IQ
passed the petabyte milestone in processed analytics
data.<ref>http://www.carrieriq.com/company/PR.LarryLenhartCEO.pdf</ref>

On October 19, 2011, Carrier IQ and third party vendor Nielsen Company announced a
partnership on analyzing
data.<ref>http://www.carrieriq.com/company/PR.Nielsen_CIQ_News_Release_Oct_19_2011.
pdf</ref>

On October 27, 2011, IDC named Carrier IQ "Innovative Business Analytics Company
Under
$100M"<ref>http://www.carrieriq.com/company/PR.IDC_Names_Innovative_Companies_FINAL
_10_27_11.led.pdf</ref>

On November 12, 2011, Trevor Eckhart published a report indicating that Carrier IQ
software was capable of recording user keystrokes.

On February 27, 2012, Carrier IQ announced an extension to its IQ Care platform

designed to allow mobile operators to provide consumers with direct insight into
their mobile device experience.<ref>Template:Cite
web</ref><ref>http://www.carrieriq.com/documents/27-february-2012-carrier-iq-
enables-mobile-operators-to-deliver-the-first-ever-quality-of-experience-consumer-
dashboard/6623/</ref>

On May 8, 2012, Carrier IQ appointed Magnolia Mobley, former Verizon Lead Privacy
Counsel, as Chief Privacy Officer and General
Counsel.<ref>http://www.carrieriq.com/documents/8-may-2012-carrier-iq-appoints-
former-verizon-lead-privacy-counsel-magnolia-mobley-as-chief-privacy-officer-and-
general-counsel/7053/</ref><ref>Template:Cite web</ref>

Rootkit discovery and media attention

On November 12, 2011, researcher Trevor Eckhart stated in a post on

androidsecuritytest.com<ref>Template:Cite web</ref> that Carrier IQ was logging
information such as location without notifying users or allowing them to opt-
out,<ref>How much of your phone is yours?, By: Russell Holly, 2011/11/15,
Geek.com</ref> and that the information tracked included detailed keystroke
logs,<ref>Researcher’s Video Shows Secret Software on Millions of Phones Logging
Everything, By David Kravets, 2011/11/29, Wired.</ref> potentially violating US
federal law.<ref>Sexo</ref> On November 16, 2011, Carrier IQ sent Eckhart a cease
and desist letter claiming that he was in copyright infringement by posting Carrier
IQ training documents on his website and also making "false
allegations."<ref>https://www.eff.org/sites/default/files/eckhart_cease_desist_dema
nd_redacted.pdf</ref><ref>Carrier IQ Tries to Censor Research With Baseless Legal
Threat, By Marcia Hofmann, 2011/11/21, EFF.org</ref> Eckhart sought and received
the backing of user rights advocacy group Electronic Frontier Foundation (EFF).

On November 23, 2011, Carrier IQ backed down and apologized.<ref>Carrier IQ Drops

Empty Legal Threat, Apologizes to Security Researcher, By Marcia Hofmann,
2011/11/23, EFF.org</ref> In the statement of apology, Carrier IQ denied
allegations of keystroke logging and other forms of tracking, and offered to work
with the EFF.<ref>Carrier IQ Press Statement, November 23, 2011, (Carrier IQ
official response to incident)</ref>

On November 28, 2011, Eckhart published a YouTube video that demonstrates Carrier
IQ software in the act of logging, as plain text, a variety of keystrokes. Included
in the demonstration were clear-text captures of passwords to otherwise secure
websites, and activities performed when the cellular network was
disabled.<ref>BUSTED! Secret app on millions of phones logs key taps, By Dan
Goodin, 30th November 2011 - The Register.</ref> The video of the demonstration
showed Carrier IQ's software processing keystrokes, browser data, and text
messages' contents, but there was no indication that the information processed was
recorded or transmitted. Carrier IQ responded with the statement, "The metrics and
tools we derive are not designed to deliver such information, nor do we have any
intention of developing such tools."<ref>Carrier IQ ‘Wiretap’ Debacle: Much Ado
About Something?, By Matt Peckham, December 1, 2011, (questions about
transmission), Techland - TIME.com</ref><ref>Sexo</ref> A datasheet for a product
called Experience Manager on Carrier IQ's public website clearly states carriers
can "Capture a vast array of experience data including screen transitions, button
presses, service interactions and anomalies".<ref>IQ Insight Experience Manager,
Product Overview (PDF:2009), Carrier IQ.</ref>

If the claims by Eckhart are true, the process of sending usage data is in conflict
with Carrier IQ's own privacy policy which states: "When Carrier IQ's products are
deployed, data gathering is done in a way where the end user is informed or
involved."<ref>Template:Cite web</ref>

Legal actions against Carrier IQ

Many have already been seeking suit against Carrier IQ, including:

Commonwealth of Massachusetts (criminal and civil)

United States Department of Justice (criminal)

Federal Trade Commission (civil)

Sprint Nextel (civil)

T-Mobile (civil)

JMLECS Umbrella Companies<ref>[1]</ref> (criminal and civil)

Hagens Berman, California, class action (unknown)<ref name="NPR">Sexo</ref>

Detection and removal

Numerous apps have been released that can detect the Carrier IQ. Detecting Carrier
IQ normally doesn't require the device to be rooted. The removal process is more
advanced and requires the user to root the device, or unlock the device's boot
loader (applies only on Nexus devices) in order to remove it. Rooting the device
may void its warranty, since system files are modified.

Updates

On December 12, 2011, Carrier IQ issued an in-depth look at its software to educate
the public on what it can and can not do. The document is titled "Understanding
Carrier IQ Technology".<ref>Template:Cite web</ref> There are credits given to Dan
Rosenberg and Trevor Eckhart. The nineteen page document provides a technical
breakdown of how the software on a mobile phone works with "profiles" provided by
the carrier to give the carriers performance data of their networks and devices
running on them. The document appears as if it will be updated on a regular basis
as more questions are answered over time. On December 1, 2011, Carrier IQ issued a
"clarification" to its November 23 statements: "While a few individuals have
identified that there is a great deal of information available to the Carrier IQ
software inside the handset, our software does not record, store or transmit the
contents of SMS messages, email, photographs, audio or video. For example, we
understand whether an SMS was sent accurately, but do not record or transmit the
content of the SMS. We know which applications are draining your battery, but do
not capture the screen... As a condition of its contracts with operators, Carrier
IQ operates exclusively within that framework and under the laws of the applicable
jurisdiction. The data we gather is transmitted over an encrypted channel and
secured within our customers’ networks or in our audited and customer-approved
facilities... Carrier IQ acts as an agent for the operators. Each implementation is
different and the diagnostic information actually gathered is determined by our
customers – the mobile operators. Carrier IQ does not gather any other data from
devices. Carrier IQ is the consumer advocate to the mobile operator, explaining
what works and what does not work. Three of the main complaints we hear from mobile
device users are (1) dropped calls, (2) poor customer service, and (3) having to
constantly recharge the device. Our software allows operators to figure out why
problems are occurring, why calls are dropped, and how to extend the life of the
battery. When a user calls to complain about a problem, our software helps
operators’ customer service to more quickly identify the specific issue with the
phone."<ref>http://www.carrieriq.com/company/PR.CIQ_Press_Statement_DEC_1_11.pdf</
ref>

There has been debate whether Carrier IQ software actually sends the collected data
in real time or if it is stored on the phone and only gets read out later. The
company clearly states on its web page that its software is able to provide real-
time data: "Carrier IQ’s Mobile Service Intelligence solution eliminates guesswork
by automatically providing accurate, real-time data direct from the source – your
customers' handsets.".<ref>Template:Cite web</ref>

In February 2012, TelecomTV, in association with Carrier IQ, filmed a panel

discussion/debate titled, 'The Data Dilemma' and addressing the question: Do
operators collect user data for the benefit of their customer or for their own
commercial and financial betterment? Participants in the videotaped panel
discussion were Mike Short, Vice President, Telefónica Europe; Dean Bubley,
Founder, Disruptive Analysis; Charlotte Patric, Principal Analyst, Gartner; and
Martyn Warwick, Moderator, TelecomTV.

On May 8, 2012, Carrier IQ appointed a Chief Privacy Officer: Magnolia Mobley,

formerly Verizon's Lead Privacy Counsel. This news spurred a new round of articles
and discussions about privacy in mobile communications.<ref>Why transparency is
crucial to the success of mobility by Wayne Rash, FierceMobileIT</ref><ref>Remember
Carrier IQ? Well, It's Still Around and Kicking. by Ina Fried, All Things
D</ref><ref>Can Carrier IQ's new Chief Privacy Officer build a 'culture of
privacy'? by Dieter Bohn, The Verge</ref>

Problems with Carrier IQ's clarification

Template:Confusing While the contents of SMS messages are kept private, as the
clarification states, the simple reporting of the success or failure of an SMS
transmission provides valuable information about customer habits that would not
normally be available outside of the cellular network itself.

Because the information is transmitted over the web on a regular basis, an internet
service provider will be able see entries in the named.log file that resides on its
name server at times when any user with an affected phone is connected to the
internet by WiFi. This method of connecting is extremely common, as many users seek
to keep their cellular data charges as low as possible by also utilizing their home
or corporate wireless networks.

A likely privacy violation is targeted marketing by the home or company's internet

service provider. Examples of possible targeted marketing include offering
competing phone plans, android apps that facilitate additional sales, such as
television guides, and even hardware sales, like faster or integrated WiFi routers.
Worse still, such targeted marketing is likely to appear as an printed insert in
the users monthly bill from the ISP. The resulting printed marketing also worsens
the environmental impact of paper.Template:Relevance-inline

In short, because of the way Carrier IQ works, even if the company acts with the
best of intentions, the software betrays users by leaking information outside of
the control of either Carrier IQ or the affected user's phone company.

Distribution

On December 1, 2011, AT&T, Sprint, and T-Mobile confirmed it was on their phones.
Sprint said, "We collect enough information to understand the customer experience
with devices on our network and how to address any connection problems, but we do
not and cannot look at the contents of messages, photos, videos, etc., using this
tool... The information collected is not sold and we don't provide a direct feed of
this data to anyone outside of Sprint." Verizon was the only one of the four
biggest U.S. firms to say it was not installed on their phones.<ref
name="computerworld1">Template:Cite web</ref>

Apple, HTC, and Samsung said the software was installed on their phones. Apple said
it had quit supporting the application in iOS 5. It said, "With any diagnostic data
sent to Apple, customers must actively opt-in to share this information... We never
recorded keystrokes, messages or any other personal information for diagnostic data
and have no plans to ever do so." It said it would scrub the software from phones
in some future release.<ref>Template:Cite web</ref> HTC (whose Android phone was
the subject of Eckhart's video) said, it was required on its devices by a "number
of U.S. carriers." It added "It is important to note that HTC is not a customer or
partner of Carrier IQ and does not receive data from the application, the company,
or carriers that partner with Carrier IQ."<ref name="computerworld1"/>

Nokia and Research in Motion (now BlackBerry Ltd) have said Carrier IQ
categorically was not authorized for their phones.<ref name="computerworld1"/>

According to the company's website the software is also installed on NEC mobile
devices,<ref>NEC and Carrier IQ Announce Global Partner, February 17, 2009, Carrier
IQ.</ref> and the company has a partnership with Vodafone Portugal.<ref>News
Release: Vodafone Portugal Pioneers Innovative Mobile Broadband Experience
Management Architecture Using Carrier IQ Technology, July 31, 2009, Carrier
IQ.</ref>

Although the phone manufacturers and carriers by and large say the software is
strictly used to monitor its phone systems and not to be used by third parties, a
press release on October 19, 2011 touted a partnership with Nielsen Company. The
press release said, "Together, they will deliver critical insights into the
consumer experience of mobile phone and tablet users worldwide, which adhere to
Nielsen’s measurement science and privacy standards. This alliance will leverage
Carrier IQ's technology platform to gather actionable intelligence on the
performance of mobile devices and networks."<ref>Nielsen and Carrier IQ Form Global
Alliance to Measure Mobile Service Quality, October 19, 2011, Carrier IQ.</ref>

Government response

On December 1, 2011, Senator Al Franken, chairman of the United States Senate

Judiciary Subcommittee on Privacy, Technology and the Law sent a letter to Lenhart
asking for answers to 11 questions and asking whether the company was in violation
of the Electronic Communications Privacy Act, including the federal wiretap statute
(18 U.S.C. § 2511 et seq.), the pen register statute (18 USC § 3121 et seq.), and
the Stored Communications Act (18 U.S.C. § 2701 et seq.) and the Computer Fraud and
Abuse Act (18 U.S.C. § 1030).<ref>Template:Cite web</ref>

A request to the FBI under the Freedom of Information Act for “any manuals,
documents or other written guidance used to access or analyze data gathered by
programs developed or deployed by Carrier IQ” was denied, citing pending law
enforcement proceeding. This has led to speculation that the FBI is using data
obtained through Carrier IQ for investigations.<ref name="wsj_FBI">Sexo</ref>

Security responses

Fortinet has deemed Carrier IQ as a security risk/rootkit,<ref>Template:Cite

web</ref> using definition Riskware/CarrierIQ!Android.<ref>Template:Cite web</ref>

Board of directors

Its board of directors in November 2011 are:<ref>Template:Cite web</ref>

Larry Lenhart, president and CEO (previously with Mohr Davidow)

Bruce Leak, co-founder of WebTV Networks

Jon Feiber, Mohr Davidow Ventures

Martin Gibson, Accel Partners

Bruce Sachs, Charles River Ventures

Dominic Endicott, Nauta Capital

See also

Mobile web analytics

Mobile phone tracking

Mobile QoS

Mobile security

Mobile device

References

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External links

Template:Official website

Rootkit wiretapping & privacy controversy

Security researcher responds to CarrierIQ with video proof of keylogging- Geek.com

CNET carrier iq more privacy alarms more confusion

All Things Digital Carrier IQ Responds

http://www.mobiletrax.com/Newsletters/tabid/115/EntryId/97/Carrier-IQ-Helping-
Operators-Deliver-Better-Service-from-Cell-Phone-Data.aspx

http://www.mobiletrax.com/Newsletters/tabid/115/EntryId/139/Why-Mobile-Device-
Monitoring-is-Important-to-Users-Manufacturers-Operators.aspx

http://allthingsd.com/20120508/remember-carrier-iq-well-its-still-around-and-
kicking/?mod=atdtweet

http://www.fiercemobileit.com/story/why-transparency-crucial-success-mobility/2012-
05-09

Overview of patents assigned to Carrier IQ

Template:Mobile phones

Categories:

Android (operating system) software

Companies based in Mountain View, California

Companies established in 2005

Mobile telecommunications

Spyware

Smartphones

Mobile security

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This page was last edited on 5 November 2014, at 07:05.

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