Bi-directional Communication Channel for Remote Device Actions
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Solution Overview
Problem
Current support platforms face challenges in performing real-time or near real-time communication and remote actions on computing devices, leading to inaccurate troubleshooting and delayed remediation due to outdated system information.
Innovation Solution
Establishing bi-directional communication channels between a support platform and computing devices, enabling the execution of remote actions and real-time data exchange through a broker service, which includes modules for registration, identification, and action triggering, using protocols like MQTT over HTTPS for efficient low-bandwidth communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If periodic information collection is used to monitor computing devices, then the support platform can maintain system information, but the information becomes outdated leading to inaccurate troubleshooting
Solution Approach 1:
The patent implements continuous real-time communication channels between the support platform and computing devices, replacing periodic information collection with ongoing data streams. This ensures the support platform continuously receives updated system information, eliminating information staleness and enabling immediate troubleshooting without waiting for the next periodic update cycle.
Solution Approach 2:
The patent establishes bidirectional feedback loops where computing devices continuously report system state to the support platform, and the platform can immediately send diagnostic and remediation commands. This real-time feedback mechanism ensures troubleshooting decisions are based on current system information, eliminating delays associated with periodic updates.
2Reliability
If remote actions are delayed due to outdated system information, then the support platform avoids acting on incorrect data, but remediation time increases
Solution Approach 1:
The patent maintains continuous real-time communication channels that provide ongoing visibility into computing device state. This continuous information flow enables the support platform to perform remote actions immediately based on current system information, simultaneously improving both reliability through accurate data and productivity through rapid response times.
Solution Approach 2:
The patent pre-establishes real-time communication channels and continuous monitoring mechanisms before issues occur. This preliminary setup ensures that when troubleshooting is needed, the support platform already has access to current system information, eliminating delays associated with gathering information during the troubleshooting process.
3Loss of information
If bi-directional communication channels are established for real-time data exchange, then accurate troubleshooting is enabled, but system complexity increases
Solution Approach 1:
The patent introduces a broker service as an intermediary that manages real-time communication channels between the support platform and computing devices. This broker handles message routing, connection management, and data formatting, simplifying the communication architecture while enabling complex real-time interactions. The intermediary absorbs the complexity of bidirectional communication, presenting a simplified interface to both platform and device.
Data Source
AI summary
An apparatus comprises a processing device configured to establish a bi-directional communication channel between a broker service of a support platform and a given computing device registered with the support platform, to receive at a portal interface of the support platform a request to perform a remote action on the given computing device, and to generate a first message comprising a command to execute the remote action on the given computing device. The processing device is also configured to provide the first message from the broker service to the given computing device over the bi-directional communication channel, to receive a second message comprising results of executing the remote action on the given computing device at the broker service from the given computing device over the bi-directional communication channel, and to output the results of executing the remote action on the given computing device at the portal interface.