Broadband Troubleshooting via Network Device Data Integration
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Solution Overview
Problem
Current broadband connection troubleshooting methods rely solely on information from user computers, lacking integration with other network equipment, leading to inefficiencies and high support costs for service providers.
Innovation Solution
A system and method that involves detecting issues at end devices, requesting assistance from remotely connected data network devices, and using distinct authentication credentials for broadband and analog communication sessions to diagnose and resolve problems, including billing and network issues by interacting with billing and network monitoring servers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If troubleshooting relies solely on information from user computers, then the system complexity is reduced, but the diagnostic accuracy and ability to resolve problems is insufficient
Solution Approach 1:
The patent combines information from multiple sources including the user computer, data network connection device, billing server, and network monitoring server into a unified troubleshooting system. This merging of information sources enables comprehensive diagnostics while maintaining system coordination through structured communication protocols.
Solution Approach 2:
The data network connection device serves multiple functions: it acts as a communication bridge between the user computer and network infrastructure, stores authentication credentials for both broadband and analog sessions, and provides diagnostic information about network status. This multi-functionality reduces the need for separate specialized devices.
2Adaptability or versatility
If multiple authentication credentials are stored for different session types, then the ability to diagnose network and billing problems is improved, but the security risk increases
Solution Approach 1:
The patent segments authentication credentials by session type, storing broadband authentication credentials and analog authentication credentials separately in the data network connection device. This segmentation allows the system to retrieve appropriate credentials based on the specific troubleshooting need while maintaining organized security management.
Solution Approach 2:
The data network connection device acts as an intermediary that securely stores and manages authentication credentials. It mediates between the user computer and the various servers (billing server, network monitoring server) by providing credentials only when appropriate for the specific diagnostic task, rather than exposing all credentials system-wide.
3Productivity
If comprehensive network information is collected from multiple sources, then the ability to resolve problems without customer service intervention is improved, but the information processing complexity increases
Solution Approach 1:
The system performs preliminary actions by proactively collecting and storing authentication credentials and network configuration information in the data network connection device before troubleshooting is needed. When a problem occurs, this pre-collected information is immediately available for rapid diagnosis without requiring real-time gathering from multiple sources.
Solution Approach 2:
The patent implements feedback mechanisms where the data network connection device receives diagnostic information from the user computer, processes it against stored credentials and network status, and provides actionable feedback about the problem cause and resolution steps. This structured feedback loop enables systematic troubleshooting while managing information processing complexity.
Data Source
AI summary
A method for troubleshooting broadband connections, e.g., a digital subscriber line (DSL) connections, includes detecting a problem with the broadband connection at an end device. Then, a determination is made as to whether the problem can be resolved at the end device. After determining that the end device cannot resolve the problem, a request is sent to a data network connection device connected remotely to the end device to attempt to determine the cause of the problem. In particular embodiment, the problem at the end device can be resolved based on information obtained by the data network connection device. Further, the problem at the end device can be resolved based on information obtained by the end device.