Cellular voice and service diagnostic test system for wireless devices

Abstract

The described embodiments set forth techniques for diagnostic testing of a wireless device configured for cellular wireless services. The testing apparatus processes data logs obtained from the wireless devices, classifies observed cellular wireless functionality issues, and provides recommended actions to be taken to service technicians and / or users. Exemplary cellular wireless issues include cellular wireless service connectivity, cellular voice call stability, and cellular eSIM profile installation and transfer failures. Recommended actions may include directing a user to contact a mobile network operator with a particular observation, adjust wireless device settings, repair wireless device components, update wireless device software, or replace a wireless device.

Description

Technical Field

[0001] The described embodiments set forth techniques for performing diagnostic testing on wireless devices configured for cellular wireless service. The test apparatus processes data logs obtained from the wireless devices, categorizes observed cellular wireless functionality issues, and provides recommended actions to be taken to a service technician and / or user. Background Art

[0002] Many mobile wireless devices are configured to use a removable universal integrated circuit card (UICC) that enables the mobile wireless device to access services provided by a mobile network operator (Mobile Network Operator, MNO). Specifically, each UICC includes at least a microprocessor and a read-only memory (ROM), wherein the ROM is configured to store an MNO profile, and the wireless device can use this MNO profile to register and interact with the MNO to obtain wireless services through a cellular wireless network. The profile may also be referred to as a subscriber identity module (SIM). Typically, the UICC takes the form of a small removable card (often referred to as a SIM card or a physical SIM (pSIM) card) inserted into the UICC receiving area of ​​the mobile wireless device. In recent implementations, the UICC is directly embedded in the system board of the wireless device as an embedded UICC (eUICC), which can provide advantages over traditional removable UICCs. The eUICC includes a rewritable memory that can facilitate the installation, modification and / or deletion of one or more embedded SIMs (eSIMs) on the eUICC, wherein the eSIM can provide new and / or different services and / or updates for accessing extended features provided by the MNO. The eUICC may store multiple MNO profiles (also referred to herein as eSIMs) and may eliminate the need to include a UICC receiving area in a wireless device. Some newer wireless devices that provide cellular wireless capabilities may not include a removable SIM card at all.

[0003] Users of cellular wireless devices may experience various problems when using the cellular wireless device, such as dropped calls, poor data throughput, or inability to establish a connection. Users of cellular wireless devices may also experience problems downloading an eSIM profile to the cellular wireless device or transferring cellular wireless service credentials of one or more eSIMs from another device to the cellular wireless device. A diagnostic test tool is needed to help service technicians determine potential causes and solutions for cellular wireless voice / service problems experienced by users of cellular wireless devices. Summary of the invention

[0004] The described embodiments describe techniques for performing diagnostic tests on wireless devices configured for cellular wireless services. The test device processes a cellular wireless binary metric data log obtained from a wireless device, classifies observed cellular wireless functional problems, and provides recommended actions to be taken to a service technician and / or a user. Exemplary cellular wireless problems include cellular wireless service connectivity, cellular voice call stability, and cellular eSIM profile installation and transfer failures. Recommended actions may include instructing the user to contact a mobile network operator with specific observations, adjust wireless device settings, repair wireless device components, update wireless device software, or replace the wireless device. The cellular diagnostic test setup may include a diagnostic application on the user's wireless device, a service toolkit application on the service technician's computing device, and a cellular wireless analyzer application on a service toolkit network-based server. The cellular diagnostic test process may include a service technician launching a diagnostic test on a computing device (e.g., a tablet) via a service toolkit application, and interacting with the user's wireless device to launch a diagnostic application on the user's wireless device after ensuring that the user agrees to service the user's wireless device. The diagnostic application can be started by scanning a quick response (QR) code displayed on the computing device of the service technician through the user's wireless device or via a settings menu item on the user's wireless device. The cellular wireless analyzer application on the network-based server of the service toolkit requests a set of cellular wireless metric data logs from the diagnostic application on the user's wireless device, and the diagnostic application uploads the cellular wireless metric data logs to the network-based server of the service toolkit. The cellular wireless metric data log includes the history of cellular wireless metrics observed in the recent period (e.g., the last two weeks). The cellular wireless analyzer processes the cellular wireless network data log and transfers the test results to the service toolkit application of the computing device of the service technician, which displays the test results and the summary report and the recommended actions to be taken. The service technician can inform the customer of the appropriate actions to be taken to solve the observed cellular wireless functional problems. Cellular wireless service problems can be classified into specific addressing areas, such as software management, SIM / eSIM profile management, 3GPP standardized rejection codes, cellular service account settings, or weak cellular wireless network signal strength or signal quality. Issues regarding eSIM installation, activation, configuration, and / or transfer may also be categorized to aid in eSIM profile management for a user's wireless device.

[0005] Other aspects and advantages of the present invention will become apparent from the following detailed description taken in conjunction with the accompanying drawings which illustrate by way of example the principles of the described embodiments.

[0006] The present invention content is provided only for the purpose of summarizing some example embodiments, so as to provide a basic understanding of some aspects of the subject matter described herein. Therefore, it should be understood that the above-mentioned features are only examples and should not be construed as narrowing the scope or essence of the subject matter described herein in any way. Other features, aspects and advantages of the subject matter described herein will become apparent through the following detailed description, drawings and claims. BRIEF DESCRIPTION OF THE DRAWINGS

[0007] The present disclosure will be more readily understood through the following detailed description taken in conjunction with the accompanying drawings, in which like reference numerals designate like structural elements.

[0008] Figure 1 A block diagram showing different components of an example system configured to implement the various techniques described herein, according to some embodiments.

[0009] Figure 2 According to some embodiments, Figure 1 A block diagram of a more detailed view of exemplary components of a system.

[0010] Figure 3A An exemplary cellular diagnostic test setup for testing a client cellular wireless device is shown in accordance with some embodiments.

[0011] Figure 3B According to some embodiments, Figure 3A Additional details of the customer's cellular wireless device.

[0012] Figure 4A An exemplary device diagnostic test flow for analyzing a client cellular wireless device is shown in accordance with some embodiments.

[0013] Figure 4B A set of exemplary actions taken to perform a cellular voice and wireless service diagnostic testing process for a client cellular wireless device according to some embodiments is shown.

[0014] Figure 5A An overview flow chart of an exemplary cellular wireless analysis performed by a cellular wireless analyzer module of a service toolkit network-based server is shown according to some embodiments.

[0015] Figure 5B A detailed flow chart of an exemplary analysis of cellular services performed by a cellular wireless analyzer of a service toolkit network-based server is shown according to some embodiments.

[0016] Figure 5C and Figure 5D A detailed flow chart of an exemplary analysis of a voice connection performed by a cellular wireless analyzer of a service toolkit network-based server is shown according to some embodiments.

[0017] Figure 6 A detailed flow chart illustrating an exemplary analysis of installation and transfer of an eSIM for a mobile wireless device by a cellular wireless analyzer of a service toolkit network-based server according to some embodiments.

[0018] Figure 7 A table of exemplary cellular engineering metrics tracked by mobile wireless devices and used to analyze cellular wireless voice and service issues is shown according to some embodiments.

[0019] Fig. 8A and Figure 8B A table is shown that exemplifies the classification of cellular wireless service (including eSIM) issues into summary categories according to some embodiments.

[0020] Fig.9A A flow chart of an exemplary method performed by a service toolkit network-based server to analyze cellular wireless metrics data logs of a wireless device according to some embodiments is shown.

[0021] Fig. 9B A flow chart is shown of an example method executed by a service technician computing device to perform cellular wireless diagnostic testing of a wireless device in accordance with some embodiments.

[0022] Fig.10 A block diagram of exemplary elements of a mobile wireless device according to some embodiments is shown. DETAILED DESCRIPTION

[0023] Representative applications of the methods and apparatus according to the present application are described in this section. These examples are provided only to add context and aid in understanding the described embodiments. Therefore, it will be apparent to those skilled in the art that the embodiments may be practiced without some or all of these specific details. In other cases, in order to avoid unnecessarily obscuring the embodiments, well-known processing steps are not described in detail. Other applications are possible, so that the following examples should not be considered restrictive.

[0024] In the following detailed description, reference is made to the accompanying drawings which form a part of the specification and in which are shown by way of illustration specific embodiments in accordance with the described embodiments. Although these embodiments are described in sufficient detail to enable those skilled in the art to practice the embodiments, it is to be understood that these examples are not limiting; other embodiments may be used and modifications may be made without departing from the spirit and scope of the described embodiments.

[0025] The described embodiments set forth techniques for performing diagnostic testing on a wireless device configured for cellular wireless service. The test apparatus processes data logs obtained from the wireless device, categorizes observed cellular wireless functionality issues, and provides recommended actions to be taken to a service technician and / or user. Exemplary cellular wireless issues include cellular wireless service connectivity, cellular voice call stability, and cellular eSIM profile installation and transfer failures. Recommended actions may include directing the user to contact a mobile network operator with specific observations, adjust wireless device settings, repair wireless device components, update wireless device software, or replace the wireless device.

[0026] The cellular diagnostic test setup may include a diagnostic application on a user's wireless device, a service toolkit application on a service technician's computing device, and a cellular wireless analyzer application on a service toolkit network-based server. A baseband cellular wireless processor in the user's wireless device tracks modem metrics and events and may periodically provide information about these metrics and events to an application processor of the user's wireless device to be tabulated in a binary metric data log covering a recent period of time (e.g., the last two weeks). In some embodiments, the baseband cellular wireless processor accumulates modem metrics and events and forms a binary metric data log that is provided to the application processor as needed or at regular intervals. The binary metric data log may reside securely on the user's wireless device and may only be accessed for cellular service diagnostics with the permission of the user of the user's wireless device.

[0027] The user may contact a service technician, such as in person at a retail location, or remotely via a network connection. The service technician initiates a diagnostic test of the user's wireless device by first obtaining a unique hardware identifier of the user's wireless device, such as a device serial number, a mobile equipment identifier (MEID) value, or an international mobile equipment identifier (IMEI) value. The service technician enters the unique hardware identifier into a service toolkit application running on a computing device (e.g., a tablet) of the service technician to initiate a service diagnostic test session. The service toolkit application may include different types of diagnostic tests to perform diagnostic tests applicable to the user's wireless device. The corresponding diagnostic application on the user's wireless device may be initiated by scanning a quick response (QR) code displayed on the service technician's computing device using a camera of the user's wireless device, or by selecting a settings menu item on the user's wireless device. In order to protect user privacy, the diagnostic application will only proceed after the user agrees to share information collected by the user's wireless device (e.g., a binary cellular wireless metric data log).

[0028] When the diagnostic application is activated on the user's wireless device, the cellular wireless analyzer application on the centralized service toolkit network-based server requests access to the binary cellular wireless metric data log from the diagnostic application on the user's wireless device, and the diagnostic application uploads the cellular wireless metric data log to the service toolkit network-based server. The cellular wireless metric data log includes a history of cellular wireless metrics observed over a recent period of time (e.g., the last two weeks). The cellular wireless analyzer decodes and processes the binary cellular wireless metric data log and classifies the cellular wireless service and voice call problems observed by the user's wireless device. The cellular wireless analyzer transfers the analysis results to the service toolkit application of the service technician's wireless device, which displays the test results as well as a summary report and recommended actions to be taken. The service technician can obtain details of the observed cellular wireless service and voice call data, such as the number of voice calls made, and specific problems observed, such as the number of failed voice calls and the reasons for their failure. In some embodiments, the test results may include recommended actions for the user and / or service technician. The service technician can inform the customer of the appropriate actions to be taken to help solve the observed cellular wireless functional problems. Cellular wireless service issues may be categorized into specific addressing areas, such as software management, SIM / eSIM profile management, 3GPP standardized rejection codes, cellular service account setup, or weak cellular wireless network signal strength or signal quality. Issues regarding eSIM installation, activation, configuration, and / or transfer may also be categorized to assist with eSIM profile management for a user's wireless device.

[0029] These and other embodiments are referred to below. Figures 1 to 10 Discussion is made; however, those skilled in the art will readily appreciate that the detailed description given herein with respect to these figures is for illustrative purposes only and should not be construed as limiting.

[0030] Figure 1 1 is a block diagram of various components of a system 100 configured to implement the various techniques described herein, according to some embodiments. More specifically, Figure 1 A brief overview of a system 100 is shown, which includes a mobile wireless device 102 (which may also be referred to as a wireless device, wireless device, mobile device, user equipment (UE)), etc., a set of base stations 112-1 to 112-N managed by different mobile network operators (MNOs) 114, and a set of MNO configuration servers 116 in communication with the MNOs 114. Additional MNO infrastructure servers such as those used for account management and billing are not shown. The mobile wireless device 102 may represent a mobile computing device (e.g., of or ), base stations 112-1 to 112-N may represent cellular wireless network entities configured to communicate with mobile wireless device 102, including evolved NodeBs (eNodeBs or eNBs) and / or next generation NodeBs (gNodeBs or gNBs), and MNO 114 may represent different wireless service providers that provide specific cellular wireless services (e.g., voice and data) to which mobile wireless device 102 may subscribe, such as via a subscription account of a user of mobile wireless device 102.

[0031] like Figure 1 As shown, the mobile wireless device 102 may include processing circuitry (which may include one or more processors 104 and memory 106), an embedded universal integrated circuit card (eUICC) 108, and a baseband radio circuit 110 for transmitting and receiving cellular radio frequency signals. The baseband radio circuit 110 may include analog hardware components, such as antennas and amplifiers, and digital processing components, such as signal processors (and / or general / limited purpose processors) and associated memory. In some embodiments, in addition to the eUICC 108, the mobile wireless device 102 can include one or more physical UICCs 118 (also known as subscriber identity modules (SIM) cards), but does not include a SIM card installed when testing the mobile wireless device 102. The components of the mobile wireless device 102 work together to enable the mobile wireless device 102 to provide useful features to the user of the mobile wireless device 102, such as cellular wireless network access, non-cellular wireless network access, localized computing, location-based services, and Internet connectivity. The eUICC 108 may be configured to store multiple embedded SIMs (eSIMs) for accessing cellular wireless services provided by different MNOs 114 via connections to their respective cellular wireless networks through the base stations 112-1 to 112-N. For example, the eUICC 108 may be configured to store and manage one or more eSIMs of one or more MNOs 114 for different subscriptions associated with the mobile wireless device 102. To enable access to services provided by the MNOs, the eSIMs are retained for subsequent download and installation to the eUICC 108. In some embodiments, the eUICC 108 obtains the one or more eSIMs from one or more associated MNO provisioning servers 116. The MNO provisioning servers 116 may be maintained by the manufacturer of the mobile wireless device 102, the MNO 114, a third-party entity, etc. The eSIM data communication between the MNO provisioning server 116 and the eUICC 108 (or between the MNO provisioning server 116 and the processing circuitry (e.g., the processor 104) of the mobile wireless device 102 external to the eUICC 108) may use a secure communication channel.

[0032] Figure 2 According to some embodiments, Figure 1 A block diagram of a more detailed view 200 of certain components of the mobile wireless device 102 is shown. Figure 2 As shown, the processor 104 in conjunction with the memory 106 may implement a main operating system (OS) 202 configured to execute application programs 204 (eg, native OS applications and user applications). Figure 2 As shown, the eUICC 108 may be configured to implement an eUICC OS 206 that is configured to manage the hardware resources of the eUICC 108 (e.g., a processor and memory embedded in the eUICC 108). The eUICC OS 206 may also be configured to manage the eSIM 208 stored by the eUICC 108, for example, by downloading, installing, deleting, enabling, disabling, modifying, or otherwise performing management of the eSIM 208 within the eUICC 108 and providing access to the eSIM 208 to the baseband radio circuit 110 to provide access to wireless services to the mobile wireless device 102. The eUICC 108 OS may include an eSIM manager 210 that may perform management functions for various eSIMs 208. Figure 2 As shown in the illustration, each eSIM 208 may include a plurality of applets 212 that define the manner in which the eSIM 208 operates. For example, one or more of the applets 212, when implemented in conjunction with the baseband radio circuitry 110 and the eUICC 108, may be configured to enable the mobile wireless device 102 to communicate with the MNO 114 and provide useful features (e.g., phone calls and Internet access) to a user of the mobile wireless device 102.

[0033] Likewise Figure 2 As shown, the baseband radio circuit 110 of the mobile wireless device 102 may include a baseband OS 214 configured to manage the hardware resources (e.g., processor, memory, different radio components, etc.) of the baseband radio circuit 110. According to some embodiments, the baseband radio circuit 110 may implement a baseband manager 216 configured to interact with the eUICC 108 to establish a secure channel with the MNO provisioning server 116 and obtain information (such as eSIM data) from the MNO provisioning server 116 for managing the eSIM 208. The baseband manager 216 may be configured to implement services 218, which represent a collection of software modules that are instantiated by various applets 212 of enabled eSIMs 208 included in the eUICC 108. For example, the services 218 may be configured to manage different connections between the mobile wireless device 102 and the MNO 114 depending on the different eSIMs 208 enabled within the eUICC 108.

[0034] Figure 3A A diagram 300 of an exemplary cellular diagnostic test setup for testing a customer cellular wireless device 302 is shown. The cellular diagnostic test setup is used to categorize issues affecting the cellular wireless functionality of the customer cellular wireless device 302, such as mobile network operator (MNO) cellular wireless network issues, radio frequency conditions, cellular wireless baseband software stability, cellular wireless hardware capabilities, etc. A service technician may interact with a user of the customer cellular wireless device 302 to cause the customer cellular wireless device 302 to provide specific stored information about the cellular wireless service, such as a cellular wireless metric data log 320 compiled over a recent period of time (e.g., the last two weeks), to a service toolkit network-based server 310 for processing into a set of test results 322. A cellular wireless analyzer 312 resident on the service toolkit network-based server 310 may summarize cellular wireless service issues affecting cellular wireless network connectivity, cellular voice calls, and eSIM profile installation and transfer. The cellular wireless analyzer 312 provides the set of test results 322 to a service toolkit application 308 resident on a service technician computing device 306, which may display information including observations and suggested actions. The service technician may interpret the summarized test results 322 and inform the user of the client cellular wireless device 302 of the next steps to take to help resolve the observed cellular wireless service problem. Communications between the cellular wireless analyzer 312 of the service toolkit network-based server 310 and the diagnostic application 304 of the client cellular wireless device 302 and the service toolkit application 308 of the service technician computing device 306 may be performed over a packet-based data connection via an Internet Protocol (IP) network 314. In some cases, the client cellular wireless device 302 and the service technician computing device 306 may be co-located to perform cellular wireless service diagnostics. In some cases, the client cellular wireless device 302 may be remote from the service technician computing device 306 during the cellular wireless diagnostic test. The user of the client cellular wireless device 302 may launch the diagnostic application 304 via a settings menu item or by scanning a quick response (QR) code provided by the service technician.

[0035] Figure 3B Shows Figure 3A330 is a diagram of additional details of a client cellular wireless device 302. The client cellular wireless device 302 includes a baseband processor 334, which may be part of the baseband wireless circuit 110, and performs baseband cellular wireless functions, including establishing cellular wireless device circuit switched (CS) and packet switched (PS) voice and / or data connections, monitoring radio frequency signals from the cellular wireless network, and communicating with the eUICC 108 (directly or indirectly via another processor 104), such as when managing the eSIM 208 of the eUICC 108. The baseband processor 334 may include a modem metrics and event module 336, which collects cellular wireless measurements, such as serving cell and neighbor cell signal strength and / or signal quality, and tracks various events, such as call connection success, call connection failure, dropped call, out of service (OOS), and in-service transition, etc. The AWD listener module 338 on the baseband processor 334 provides selected data of the modem metrics and events that occurred to the AWD router module 340 of the application processor 332 of the client cellular wireless device 302 for collection in the metric data logs 320, which are securely stored in the client cellular wireless device 302. The metric data logs 320 remain in the client cellular wireless device 302 and are not accessed or provided to external systems unless approved by the user of the client cellular wireless device 302, such as as part of a cellular wireless service diagnostic test. The diagnostic application 304 of the client cellular wireless device 302 may provide the metric data logs 320 to an external system, such as the service toolkit web-based server 310, for analysis by the cellular wireless analyzer module 312 to assist in the diagnostic testing of the client cellular wireless device 302. The metric data logs 320 may compile various modem metrics and events over a recent period of time (e.g., the last two weeks). The metric data logs 320 may be refreshed periodically with newer data, and the oldest data may be deleted after a period of time. The metric data log 320 may be formatted as a binary data log and may need to be decoded and interpreted by the cellular wireless analyzer module 312 of the service toolkit network-based server 310 for cellular wireless diagnostic testing of the client cellular wireless device 302 .

[0036] Figure 4AA diagram 400 of an exemplary device diagnostic test flow for analyzing a customer cellular wireless device 302 is shown. At 402, a customer requests diagnostic assistance for one or more cellular radio issues associated with the customer cellular wireless device 302. The request may be made in person, such as at a retail store, or may be made remotely, such as via an online service request. At 404, a hardware diagnostic test may be performed on the customer cellular wireless device 302 to detect hardware issues, such as hardware issues associated with a processor, memory, or other hardware components of the customer cellular wireless device 302. If the customer cellular wireless device 302 fails the hardware diagnostic test performed at 402, a service technician may recommend repairing or replacing the customer cellular wireless device 302 at 406. If the customer cellular wireless device 302 passes the hardware diagnostic test performed at 402, a cellular radio specific radio frequency self test is performed at 408 to detect possible faults in the wireless circuitry 110 or the interaction between the cellular radio and other radio transceivers of the customer cellular wireless device 302. If the customer cellular wireless device 302 does not pass the radio frequency self-test performed at 408, the service technician may recommend at 406 that the customer cellular wireless device 302 be repaired or replaced. If the customer cellular wireless device 302 passes the radio frequency self-test performed at 408, a cellular voice and service diagnostic test is performed at 410, which may include processing the cellular wireless metric data log 320 by a cellular wireless analyzer module 312 of the service toolkit network-based server 310. At 412, the test results of the cellular wireless voice and service diagnostic test 410 are analyzed, and a summary of the test results may be provided to the service technician, for example, via the service toolkit application 308 of the service technician computing device 306. Based on the summary of the test results, at 414, the service technician may provide suggestions to the user of the customer cellular wireless device 302 regarding the identified one or more issues and provide suggested actions to be taken. In some cases, the service technician may provide information regarding cellular wireless service subscription issues, cellular wireless device settings, cellular wireless network coverage issues, etc. In some cases, one or more mobile network operator (MNO) issues may be identified, and at 416, the service technician may recommend that the customer contact the MNO 114 associated with the cellular wireless service provided by the customer cellular wireless device 302. In some cases, the service technician may provide anonymous information about the cellular wireless service issues identified via the cellular wireless voice and service diagnostic tests of the wireless device 102 / 302 to one or more MNOs 114. In some cases, at 418, the service technician may identify device software issues and provide feedback to the user of the customer cellular wireless device 302 regarding software updates, and / or provide information to the device manufacturer software tracking system to allow prioritization of software issues identified via the cellular wireless voice and service diagnostic tests of the wireless device 102 / 302.

[0037] Figure 4BA diagram 450 of an exemplary set of actions taken to perform a cellular voice and wireless service diagnostic test process for a customer cellular wireless device 302 is shown. Initially, at step 1, a customer and a service technician discuss a cellular wireless service problem that the customer may be experiencing while using the customer cellular wireless device 302. At step 2, the service technician may initiate the cellular wireless diagnostic test process by obtaining a unique hardware identifier (ID) value for the customer cellular wireless device 302, such as a device serial number, a mobile equipment identifier (MEID) value, or an international mobile equipment identifier (IMEI) value, and entering the unique hardware identifier of the customer cellular wireless device 302 into a service toolkit application 308 resident on the service technician computing device 306. At step 3, the service toolkit application 308 may display a list of diagnostic tests available for execution on the customer cellular wireless device 302 associated with the entered unique hardware ID value. Exemplary diagnostic tests may include the aforementioned hardware diagnostic test 404, the RF self-test 408, and the cellular voice and service diagnostic test 410. At step 4, the service technician selects the cellular voice and service diagnostic test 410 to execute on the customer cellular wireless device 302. At step 5, the service toolkit application 308 sends a message to the service toolkit network-based server 310 to initiate a cellular voice and service diagnostic test 410 on the client cellular wireless device 302. The message sent to the service toolkit network-based server 310 may include the unique hardware ID of the client cellular wireless device 302. At step 6, the service toolkit application 308 of the service technician computing device 306 may display a QR code, which the client cellular wireless device 302 may scan at step 7 to initiate a diagnostic session on the client cellular wireless device 302. In some embodiments, the user of the client cellular wireless device 302 may initiate a diagnostic session by selecting an input via a settings menu of the client cellular wireless device 302. Because the diagnostic session may require access to the metric data log 320, at step 8, the client cellular wireless device 302 presents a privacy notice informing the customer and requesting access to the metric data log 320. At step 9, the client cellular wireless device 302 receives user consent to proceed with the diagnostic test session and allow access to the metric data log 320 stored on the client cellular wireless device 302. At step 10, a cellular voice and service diagnostic session is initiated on the client cellular wireless device 302. At step 11, the service toolkit network-based server 310 sends a request for the metric data log 320 to the client cellular wireless device 302. At step 12, the diagnostic application 304 of the client cellular wireless device 302 uploads the metric data log 320 to the service toolkit network-based server 310, which processes the metric data log 320 using the cellular wireless analyzer module 312 at step 13.At step 14, the service toolkit network-based server 310 transfers the test results output by the cellular wireless analyzer 312 to the service toolkit application 308 of the service technician computing device 306, which displays the test results and summary report at step 15. At step 16, the service technician reviews the test results and summary report and informs the customer of the problems identified by the cellular wireless voice and service diagnostic session and recommends next steps to help resolve one or more of the identified problems. Problems may be categorized by the cellular wireless analyzer and grouped into applicable categories, such as those related to cellular wireless network specific problems, cellular wireless software problems, cellular wireless service account problems, SIM / eSIM profile problems, etc.

[0038] Figure 5AAn overview flow chart 500 of an exemplary cellular wireless analysis performed by a cellular wireless analyzer module 312 of a service toolkit network-based server 310 is shown. At 502, the cellular wireless analyzer module 312 determines whether a customer cellular wireless device 302 on which a cellular wireless diagnostic test is performed using a metric data log 320 obtained from the customer cellular wireless device 302 has an installed and enabled SIM or eSIM 208 that provides access to cellular wireless services. When no SIM / eSIM is enabled and activated on the customer cellular wireless device 302, the cellular wireless analysis continues at 504 to determine whether data metrics associated with the eSIM 208 are included in the metric data log 320. When there are available eSIM data metrics in the metric data log 320, the cellular wireless analyzer module 312 processes the eSIM data metrics at 506 to generate a set of eSIM test results that can be used to diagnose cellular wireless issues associated with the installation and / or transfer of the eSIM 208 to the customer cellular wireless device 302. When at least one SIM / eSIM is enabled and activated on the client cellular wireless device 302, the cellular wireless analyzer module 312 distinguishes between a cellular wireless device with a single SIM or eSIM 208 enabled and activated and a cellular wireless device with two SIMs and / or eSIMs 208 enabled and activated at 508. When the client cellular wireless device 302 has only a single SIM or eSIM 208 enabled and activated, the cellular wireless analyzer module 312 processes the cellular service and voice metrics included in the metrics data log 320 of the single SIM or eSIM 208 at 510. When the client cellular wireless device 302 has two SIMs and / or eSIMs 208 enabled and activated, the cellular wireless analyzer module 312 processes the cellular service and voice metrics included in the metrics data log 320 of each SIM or eSIM 208 at 512, 514, respectively. After processing the cellular service and voice metrics, the cellular wireless analyzer module 312 continues to analyze additional eSIM metrics included in the metrics data log 320 at 504 , 506 that are associated with the installation and / or transfer of one or more eSIMs 208 to or from the client cellular wireless device 302 .

[0039] Figure 5BA detailed flow chart 520 of an exemplary analysis of cellular service performed by a cellular wireless analyzer 312 of a service toolkit network-based server 310 is shown. The cellular wireless analyzer 312 may process a metric data log 320 obtained from a client cellular wireless device 302 for one or more SIMs and / or eSIMs 208. Problems may be identified and classified into different categories to help resolve observed cellular wireless service problems. The metric data log 320 may include a plurality of cellular service metrics in a sequential list, and the cellular wireless analyzer 312 may process each cellular service metric in the sequential list to identify and classify one or more problems. At 522, the cellular wireless analyzer 312 determines whether the client cellular wireless device 302 is in a limited service state or an out of service (OOS) state for the metric, which may indicate a possible cellular wireless service problem. When the client cellular wireless device 302 is not in a limited service state or an OOS state, such as in a normal operating state, the associated metric is skipped and the cellular wireless analyzer 312 proceeds to the next metric in the metric data log 320 list. When the client cellular wireless device 302 is in a limited service state or an OOS state for the associated metric, the cellular wireless analyzer 312 determines at 524 whether an active voice call was being conducted via a second SIM or eSIM 208 (i.e., different from the SIM or eSIM 208 for which the metric is being analyzed) when the OOS condition occurred. When the metric indicates an active voice call using the second SIM or eSIM 208 that exists concurrently with the OOS condition, the metric is skipped and the cellular wireless analyzer 312 proceeds to the next metric in the list of metric data log 320. When the metric is associated with a limited service state or an OOS state for a single active SIM or eSIM 208, the cellular wireless analyzer 312 classifies the metric indicating a potential underlying problem into different categories. When the cellular wireless analyzer 312 determines at 526 that the metric indicates that the baseband wireless circuit 110 crashed or reset, the cellular wireless analyzer 312 classifies the metric as a software problem at 528. When the cellular wireless analyzer 312 determines at 530 that the metric indicates that the SIM or eSIM 208 is available and associated with a valid public land mobile network (PLMN), the cellular wireless analyzer 312 classifies the metric as a SIM / eSIM problem at 532. When the cellular wireless analyzer 312 determines at 534 that the metric indicates that a non-access stratum (NAS) problem (e.g., a registration failure) has occurred, the cellular wireless analyzer 312 checks at 536 for a registration failure reject reason code, which may indicate the cause of the NAS problem, and classifies the metric at 538 based on the identified registration failure reject reason code (when applicable).When the cellular wireless analyzer 312 determines at 540 that the metric indicates that the client cellular wireless device 302 is in a roaming state, the cellular wireless analyzer 312 confirms that the roaming state is activated on the client cellular wireless device 302 (e.g., via a cellular setup option), and the PLMN associated with the SIM or eSIM 208 (whose metric is being analyzed) is different from the PLMN associated with the client cellular wireless device 302 when the metric was recorded. After confirming at 542, the cellular wireless analyzer 312 classifies the metric as a cellular wireless service account setup issue at 544. When the cellular wireless analyzer 312 determines at 546 that the metric indicates that the received signal strength (e.g., the measured reference signal received power (RSRP) level) from a cell of a cellular wireless network associated with the client cellular wireless device 302 is below a signal strength threshold, the cellular wireless analyzer 312 classifies the metric as due to low signal strength at 548. By categorizing all cellular service metrics in the metrics data log 320 of a particular SIM or eSIM 208 into various categories, the cellular wireless analyzer 312 provides the service technician with a compilation of identified problems and recommended actions to take.

[0040] Figure 5C and Figure 5D Flowcharts 550, 560 are shown of exemplary cellular radio analysis of circuit switched (CS) and packet switched (PS) voice connections by the cellular radio analyzer 312 of the service toolkit network-based server 310. Figure 5C As shown in flowchart 550 of , for each CS voice call, the cellular wireless analyzer 312 processes the CS voice call metrics included in the metrics data log 320 of the particular SIM or eSIM 208 and classifies the discovered problems based on the information included in the metrics data log 320. At 552, the cellular wireless analyzer 312 determines whether the CS voice call failed due to poor signal strength or quality. When the cellular wireless analyzer 312 determines that the CS voice call associated with the metric failed due to poor signal strength or quality, the cellular wireless analyzer 312 classifies the CS voice call failure as a low signal strength problem at 554. When the metric does not indicate that the CS voice call failed due to low signal strength or signal quality, the cellular wireless analyzer 312 processes the release reason code indicated by the metric at 556 and classifies the CS voice call failure based on the identified reason code at 558. The release reason code may be provided by the baseband processor 334, for example, from the modem metrics and event module 336, which may include a reason code obtained from a network entity of a cellular wireless network communicating with the client cellular wireless device 302.

[0041] like Figure 5DAs shown in flowchart 560 of , for each PS voice call, the cellular wireless analyzer 312 processes the PS voice call metrics included in the metrics data log 320 of the particular SIM or eSIM 208 and classifies the discovered problems based on the information included in the metrics data log 320. At 562, the cellular wireless analyzer 312 determines whether the PS voice call is via a cellular wireless network or via a non-cellular wireless network (e.g., a Wi-Fi network). For the cellular wireless PS voice call, the cellular wireless analyzer 312 analyzes any session initiation protocol (SIP) messages available, such as from an IP multimedia subsystem (IMS) network entity, at 576, and classifies the identified PS voice call failure based on the SIP failure code at 578. When there are no SIP messages available for the PS voice call, the cellular wireless analyzer 312 determines at 580 whether a media timeout, network error, or temporary unavailable failure occurs, and when such a failure occurs, the cellular wireless analyzer 312 classifies the PS voice call failure as a cellular wireless network problem at 582. The cellular wireless analyzer 312 further determines at 584 whether an access stratum (AS) problem caused the PS voice call to fail, and when such a failure occurs, the cellular wireless analyzer 312 also classifies the PS voice call failure as a cellular wireless network problem at 586. The cellular wireless analyzer 312 further determines at 588 whether a non-access stratum (NAS) problem caused the PS voice call to fail, and when such a failure occurs, the cellular wireless analyzer 312 classifies the PS voice call failure at 590 based on the NAS rejection reason code identified in the metric data log 320. The cellular wireless analyzer 312 may also process at 592 any failed CS or PS voice calls that occurred due to a baseband processor crash or reset, and classify such voice call failures as software problems.

[0042] Figure 6A flow chart 600 of an exemplary cellular wireless analysis of installation and transfer of an eSIM 208 of a mobile wireless device 102 is shown. Failure of installation or transfer of an eSIM 208 may occur due to one or more different problems, such as hardware problems on the mobile wireless device 102, software problems in various components of the mobile wireless device 102, and / or network problems in transmitting data used to download, install, and / or transfer the eSIM 208. At 602, a service technician performs a hardware diagnostic test on the mobile wireless device 102 to identify any problems associated with hardware components of the mobile wireless device 102. When the mobile wireless device 102 fails the hardware diagnostic test, the service technician may recommend an appropriate repair or replacement for the mobile wireless device 102 at 604. When the mobile wireless device 102 passes the hardware diagnostic test, the cellular wireless analyzer 312 of the service toolkit network-based server 310 determines at 606 whether the metric data log 320 includes metrics associated with a monitoring mode used as part of the installation and / or transfer of a particular eSIM 208. The analysis described herein may be performed sequentially or in parallel for multiple SIMs and / or eSIMs 208. The cellular wireless analyzer 312 uses the monitoring mode metrics to determine at 608 whether the monitoring mode associated with the eSIM 208 was not successfully completed, which may indicate that the mobile wireless device 102 was unable to camp on and / or connect to the cellular wireless network associated with the eSIM 208. When the monitoring mode was unsuccessful, the cellular wireless analyzer 312 may classify the eSIM failure as an MNO 114 issue at 612. When the monitoring mode metrics indicate that the monitoring mode was successfully completed, which may indicate that the mobile wireless device 102 was able to camp on and / or connect to the cellular wireless network associated with the eSIM 208, the service technician may determine at 610 whether the eSIM 208 profile is visible in the settings menu of the mobile wireless device 102. When the eSIM 208 profile is not visible in the settings menu, even if the monitoring mode of the eSIM 208 was previously successfully completed, the service technician may recommend restarting the mobile wireless device 102 at 614 and then retrying the installation and / or transfer of the eSIM 208. When the eSIM 208 profile is visible in the settings menu, but no cellular wireless service is available (which may also be indicated in the settings menu), the service technician may classify the eSIM installation and / or transfer failure as an MNO 114 issue at 612. The cellular wireless analyzer 312 may determine the availability of eSIM installation metrics at 616 or the availability of eSIM transfer metrics at 624 and perform additional analysis using the identified metrics when such metrics are available.At 618, the cellular wireless analyzer 312 determines whether the eSIM installation metrics indicate success or failure, and when an eSIM installation failure occurs, as indicated by the eSIM installation metrics, at 620, the cellular wireless analyzer 312 may check the installation type of the eSIM 208, such as whether the installation process uses an MNO 114 application or a QR code scan, and then classify the eSIM installation failure issue according to the installation type of the eSIM 208 at 622. At 626, the cellular wireless analyzer 312 determines whether the eSIM transfer metrics indicate success or failure, and when an eSIM transfer failure occurs, the cellular wireless analyzer 312 determines at 628 whether the eSIM transfer failure is due to an error associated with a network server managed by the device manufacturer (e.g., an IDS error), and analyzes the network server (IDS) error metrics at 634. The cellular wireless analyzer 312 classifies the eSIM transfer failure accordingly at 630 or 636. When no eSIM installation error or eSIM transfer error occurs, the cellular wireless analyzer 312 can indicate at 632 that no problem with the eSIM 208 is identified.

[0043] Figure 7A table 700 of exemplary cellular engineering metrics tracked by the mobile wireless device 102 and used to analyze cellular wireless voice and service issues is shown. Voice metrics regarding details of how a CS cellular voice call ended can be used to diagnose CS voice call failures. Voice metrics regarding the end of a PS voice call that ended can be used to diagnose PS voice call failures. Voice metrics regarding a crash or reset of a baseband processor can be used to diagnose problems associated with baseband wireless processing circuitry. Service metrics, such as various user-controllable settings, including airplane mode, switches for data usage, Voice over LTE (VoLTE) usage, use of various radio access technologies (e.g., 3G, 4G, 5G), or Wi-Fi calling, can be used to analyze cellular service behavior based on a combination of settings present on the mobile wireless device 102 when cellular issues occur. Additional service metrics include information regarding registration errors that may occur when the mobile wireless device 102 registers for cellular wireless service, as well as cellular service status metrics, such as in-service, limited service, or OOS status, and serving / neighboring cell measurements of signal strength (or signal quality) that may affect the cellular connectivity of the mobile wireless device 102. The service metrics may also include information about crashes and / or resets of the cellular wireless software and / or hardware of the mobile wireless device 102. Metrics associated with the eSIM 208 may include installation and cellular configuration details for determining the state of the eSIM installation, cellular profile transfer details, errors associated with a network-based server, transfer details of the source device from which the eSIM 208 was transferred, and an indication of the completion of a monitoring mode after the eSIM 208 was installed, which metrics may be used to check the transfer status of a particular eSIM 208 and diagnose problems associated with the transfer of an eSIM 208 between mobile wireless devices 102, such as from a source device to a target device.

[0044] Fig. 8A and Figure 8B Tables 800, 850 are shown that categorize cellular wireless service (including eSIM) issues into summary categories. These categories can be used to organize test results generated by the cellular wireless analyzer 312 of the service toolkit network-based server 310. Numeric counts of different issues found in each category can be provided via the service toolkit application 308, and a service technician can use the service toolkit application 308 to examine the details of each identified issue.

[0045] Fig.9AA flowchart 900 of an exemplary method performed by a service toolkit network-based server 310 to analyze a cellular wireless metric data log 320 of a wireless device 102 is shown. At 902, the service toolkit network-based server 310 sends a request for a cellular wireless metric data log 320 to the wireless device 102. At 904, the service toolkit network-based server 310 receives the cellular wireless metric data log 320 from the wireless device 102. At 906, the service toolkit network-based server 310 processes the cellular wireless metric data log 320 to generate a set of test results 322. At 908, the service toolkit network-based server 310 sends the set of test results 322 to a service technician computing device 306. The set of test results 322 may categorize cellular wireless service problems observed by the baseband radio circuitry 110 of the wireless device 102 into specific addressable areas and include recommended actions for problem resolution.

[0046] In some embodiments, the cellular wireless metrics data log 320 includes voice call connection metrics, cellular wireless network performance measurements, and cellular wireless standardized error codes. In some embodiments, the cellular wireless metrics data log 320 includes configuration, installation, and / or transfer details of the eSIM 208 associated with the wireless device 102. In some embodiments, the specific addressable area includes device issues regarding baseband software management and / or device configuration. In some embodiments, the specific addressable area includes MNO 114 issues regarding cellular wireless network performance and / or cellular service account settings. In some embodiments, the specific addressable area includes eSIM 208 issues regarding installation, activation, configuration, and / or transfer of the eSIM 208. In some embodiments, the specific addressable area includes MNO 114 network issues that affect the installation or transfer of the eSIM 208. In some embodiments, the specific addressable area includes wireless device connectivity issues that affect the installation or transfer of the eSIM 208. In some embodiments, the specific addressable area includes eSIM transfer failures caused by user input or lack of user input. In some embodiments, the specific addressable area includes eSIM installation or transfer errors caused by a mismatch between the cellular wireless service account configuration and the eSIM 208. In some embodiments, the diagnostic application 304 of the wireless device 102 provides the cellular wireless metric data log 320 to the cellular wireless analyzer 312 of the service toolkit network-based server 310 only after obtaining user consent to release the cellular wireless metric data log 320.

[0047] Fig. 9BA flow chart 950 of an exemplary method executed by a service technician computing device 306 to perform cellular wireless diagnostic testing of a wireless device 102 is shown. At 952, a service toolkit application 308 of the service technician computing device 306 receives a unique hardware identifier of the wireless device 102. At 954, the service technician computing device 306 displays a QR code for the wireless device 102 to scan to launch the diagnostic application 304 on the wireless device 102. At 956, the service technician computing device 306 receives a set of test results 322 from the service toolkit network-based server 310 based on cellular wireless metric data logs 320 obtained from the wireless device 102 and processed by the cellular wireless analyzer module 312 of the service toolkit network-based server 310. At 958, the service technician computing device 306 displays a summary of the set of test results 322. The set of test results may categorize cellular wireless service problems observed by the baseband radio circuitry 110 of the wireless device 102 into specific addressable areas and may include recommended actions for problem resolution. In some embodiments, the specifically addressable area includes eSIM 208 issues related to installation, activation, configuration, and / or transfer of the eSIM 208 .

[0048] Fig.10 1 shows a detailed view of a representative computing device 1000 that can be used to implement the various methods described herein according to some embodiments. In particular, the detailed view shows various components that can be included in the mobile wireless device 102. Fig.10 As shown, the computing device 1000 may include a processor 1002, which represents a microprocessor or controller for controlling the overall operation of the computing device 1000. The computing device 1000 may also include a user input device 1008 that allows a user of the computing device 1000 to interact with the computing device 1000. For example, the user input device 1008 may take a variety of forms, such as buttons, keypads, dials, touch screens, audio input interfaces, visual / image capture input interfaces, input in the form of sensor data, etc. Further, the computing device 1000 may include a display 1010 that can be controlled by the processor 1002 to display information to the user. The data bus 1016 can facilitate data transfer between at least the storage device 1040, the processor 1002, and the controller 1013. The controller 1013 can be used to interact with and control different equipment through the equipment control bus 1014. The computing device 1000 can also include a network / bus interface 1011 that is communicatively coupled to the data link 1012. In the case of a wireless connection, the network / bus interface 1011 may include a wireless transceiver.

[0049] The computing device 1000 also includes a storage device 1040, which may include a single disk or multiple disks (e.g., a hard drive) and a storage management module that manages one or more partitions within the storage device 1040. In some embodiments, the storage device 1040 may include flash memory, semiconductor (solid-state) memory, etc. The computing device 1000 may also include a random access memory (RAM) 1020 and a read-only memory (ROM) 1022. The ROM 1022 may store programs, utilities, or processes to be executed in a non-volatile manner. The RAM 1020 may provide volatile data storage and store instructions related to the operation of the computing device 1000. The computing device 1000 may also include a secure element (SE) 1024, which may represent a secure storage for the mobile wireless device 102 to access a cellular wireless system, such as an eUICC 108 on which one or more eSIMs 208 are stored and / or a UICC 118 on which a physical SIM (pSIM) is stored.

[0050] Wireless Terminology

[0051] According to various embodiments described herein, the terms "wireless communication device", "wireless device", "mobile wireless device", "mobile station", and "user equipment (UE)" may be used interchangeably herein to describe one or more common consumer electronic devices that may be capable of performing the processes associated with various embodiments of the present disclosure. According to various specific implementations, any of these consumer electronic devices may relate to: a cellular phone or smart phone, a tablet computer, a laptop computer, a notebook computer, a personal computer, a netbook computer, a media player device, an e-book device, Devices, wearable computing devices, and any other type of electronic computing device with wireless communication capabilities, which wireless communication capabilities may include communication via one or more wireless communication protocols, which wireless communication protocols, such as protocols used to communicate on the following networks: wireless wide area network (WWAN), wireless metropolitan area network (WMAN), wireless local area network (WLAN), wireless personal area network (WPAN), near field communication (NFC), cellular wireless networks, fourth generation (4G) long term evolution (LTE), advanced LTE (LTE-A), and / or 5G or other currently or future developed advanced cellular wireless networks.

[0052] In some embodiments, the wireless communication device may also operate as part of a wireless communication system, which may include a group of client devices, which may also be referred to as stations, client wireless devices, or client wireless communication devices, interconnected to an access point (AP) (e.g., as part of a WLAN), and / or interconnected to each other (e.g., as part of a WPAN and / or "ad hoc" wireless network). In some embodiments, the client device may be any wireless communication device capable of communicating via WLAN technology (e.g., according to a wireless local area network communication protocol). In some embodiments, the WLAN technology may include a Wi-Fi (or more generally, a WLAN) wireless communication subsystem or radio component, which may implement the Institute of Electrical and Electronics Engineers (IEEE) 802.11 technology, such as one or more of the following: IEEE 802.11a; IEEE 802.11b; IEEE 802.11g; IEEE 802.11-2007; IEEE 802.11n; IEEE 802.11-2012; IEEE 802.11ac; or other currently or future developed IEEE 802.11 technology.

[0053] In addition, it should be understood that the UE described herein may be configured as a multi-mode wireless communication device that is also capable of communicating via different third generation (3G) and / or second generation (2G) RATs. In these cases, the multi-mode UE may be configured to prefer attaching to an LTE network that provides a faster data rate throughput over other 3G legacy networks that provide a lower data rate throughput. For example, in some specific implementations, the multi-mode UE may be configured to fall back to a 3G legacy network, such as an evolved high speed packet access (HSPA+) network, or a code division multiple access (CDMA) 2000 evolution-data only (EV-DO) network when LTE and LTE-A networks are otherwise unavailable.

[0054] The various aspects, embodiments, specific implementations or features of the embodiments may be used individually or in any combination. The various aspects of the embodiments may be implemented by software, hardware, or a combination of hardware and software. The embodiments may also be implemented as computer readable code on a non-transient computer readable medium. A non-transient computer readable medium is any data storage device that can store data, which can then be read by a computer system. Examples of non-transient computer readable media include read-only memory, random access memory, CD-ROM, HDD, DVD, magnetic tape, and optical data storage devices. Non-transient computer readable media may also be distributed on a network coupled computer system so that the computer readable code is stored and executed in a distributed manner.

[0055] In connection with this disclosure, it is understood that the use of personally identifiable information should be subject to privacy policies and practices that are generally recognized to meet or exceed industry or government requirements for maintaining user privacy. Specifically, personally identifiable information data should be managed and processed to minimize the risk of unintentional or unauthorized access or use, and the nature of the authorized use should be clearly stated to users.

[0056] For the purpose of illustration, the foregoing description uses specific nomenclature to provide a thorough understanding of the embodiments. However, it will be apparent to those skilled in the art that specific details are not required in order to practice the embodiments. Therefore, the foregoing description of specific embodiments is presented for the purpose of illustration and description. The foregoing description is not intended to be exhaustive or to limit the embodiments described to the precise form disclosed. It will be apparent to those of ordinary skill in the art that, in view of the above teachings, many modifications and variations are feasible.

Claims

1. A method for diagnostic testing of a wireless device, the method comprising: Web-based server powered by the Service Toolkit: sending a request for a cellular wireless metric data log to the wireless device; receiving the cellular wireless metric data log from the wireless device; processing the cellular wireless metric data log to generate a set of test results; as well as sending the set of test results to a service technician computing device, Wherein the set of test results categorizes cellular wireless service problems observed by baseband radio circuitry of the wireless device into specific addressable areas and includes recommended actions for problem resolution.

2. The method of claim 1, wherein the cellular wireless metrics data log includes voice call connection metrics, cellular wireless network performance measurements, and cellular wireless standardized error codes.

3. The method of claim 1, wherein the cellular wireless metrics data log includes configuration, installation and / or transfer details of an electronic subscriber identity module (eSIM) associated with the wireless device.

4. The method of claim 1, wherein the specific addressable area includes device issues related to baseband software management and / or device configuration.

5. The method of claim 1, wherein the specific addressable area includes mobile network operator issues regarding cellular wireless network performance and / or cellular service account setup.

6. The method of claim 1, wherein the specific addressable area includes electronic subscriber identity module (eSIM) issues related to installation, activation, configuration and / or transfer of eSIM.

7. The method of claim 6, wherein the specific addressable area includes mobile network operator (MNO) network issues that affect installation or transfer of the eSIM.

8. The method of claim 6, wherein the specific addressable area includes wireless device connectivity issues that affect installation or transfer of the eSIM.

9. The method of claim 6, wherein the specific addressable area includes an eSIM transfer failure caused by user input or lack of user input.

10. The method of claim 6, wherein the specific addressable area includes an eSIM installation or transfer error caused by a mismatch between a cellular wireless service account configuration and the eSIM.

11. The method of claim 1, wherein the diagnostic application of the wireless device provides the cellular wireless metric data log to the cellular wireless analyzer of the service toolkit network-based server only after obtaining user consent to release the cellular wireless metric data log.

12. A service toolkit network-based server, the server comprising a cellular wireless analyzer application, the cellular wireless analyzer application being configured to: sending a request for a cellular wireless metric data log to the wireless device; receiving the cellular wireless metric data log from the wireless device; processing the cellular wireless metric data log to generate a set of test results; as well as sending the set of test results to a service technician computing device, Wherein the set of test results categorizes cellular wireless service problems observed by baseband radio circuitry of the wireless device into specific addressable areas and includes recommended actions for problem resolution.

13. The service toolkit network-based server of claim 12, wherein the cellular wireless metrics data log includes configuration, installation and / or transfer details of an electronic subscriber identity module (eSIM) associated with the wireless device.

14. The service toolkit network-based server of claim 12, wherein the specific addressable area includes electronic subscriber identity module (eSIM) issues regarding installation, activation, configuration and / or transfer of eSIM.

15. The service toolkit network-based server of claim 14, wherein the specific addressable area includes mobile network operator (MNO) network issues that affect installation or transfer of the eSIM.

16. The service toolkit network-based server of claim 14, wherein the specific addressable area includes wireless device connectivity issues that affect installation or transfer of the eSIM.

17. The service toolkit network-based server of claim 14, wherein the specific addressable area includes eSIM transfer failures caused by user input or lack of user input.

18. The service toolkit network-based server of claim 14, wherein the specific addressable area includes eSIM installation or transfer errors caused by a mismatch between a cellular wireless service account configuration and the eSIM.

19. A service technician computing device configured for diagnostic testing of a wireless device, the service technician computing device comprising: one or more antennas; and one or more processors communicatively coupled to the one or more antennas and to a memory storing instructions that, when executed by the one or more processors, configure the service technician computing device to: receiving, by the service toolkit application, a unique hardware device identifier of the wireless device; displaying a quick response (QR) code for scanning by the wireless device to launch a diagnostic application on the wireless device; receiving, from a service toolkit network-based server, a set of test results based on a cellular wireless metric data log obtained from the wireless device and processed by a cellular wireless analyzer module of the service toolkit network-based server; as well as Displays a summary of the set of test results, Wherein the set of test results categorizes cellular wireless service problems observed by baseband radio circuitry of the wireless device into specific addressable areas and includes recommended actions for problem resolution.

20. The service technician computing device of claim 19, wherein the specific addressable area includes electronic subscriber identity module (eSIM) issues related to installation, activation, configuration, and / or transfer of eSIMs.

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