Independent Diagnostic Engine for Remote Device Support
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Solution Overview
Problem
Existing remote computer support methods require functional web browser and operating system, limiting their effectiveness when these systems are malfunctioning or unavailable, as users often struggle to relay diagnostic information verbally over the phone.
Innovation Solution
A method and apparatus providing independent Internet access software that allows diagnostic and data harvesting operations independently of the device's operating system, enabling remote troubleshooting and data transmission to a support website, even when the device's web browser or OS is non-functional, using a diagnostic and data harvesting engine with LAN drivers, TCP/IP, and HTTP stacks, and a unique identifier for secure access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If web browser and operating system are required for remote support, then standard remote support methods can be used, but the method becomes inapplicable when OS or browser is malfunctioning
Solution Approach 1:
The patent segments the remote support functionality into two independent parts: the diagnostic and data harvesting engine that runs independently of the OS/browser, and the web browser/OS components. This segmentation allows the diagnostic engine to operate even when the OS or browser is malfunctioning, thereby resolving the contradiction between adaptability and device complexity requirements.
Solution Approach 2:
The patent introduces an intermediary diagnostic and data harvesting engine that acts as a mediator between the malfunctioning device and the remote support system. This intermediary can collect and transmit diagnostic information through alternative means (such as direct network connection or hardware interfaces) bypassing the need for functional OS or web browser, thus enabling remote support in scenarios where traditional methods fail.
2Ease of operation
If diagnostic information is relayed verbally over telephone, then user can provide information without printing/faxing, but information transmission becomes inconvenient and error-prone
Solution Approach 1:
The diagnostic and data harvesting engine performs self-service by automatically collecting diagnostic information, system configuration data, and error logs from the device without requiring user intervention to manually transcribe or transmit this information. The engine then transmits this data directly to the remote support system, eliminating the need for verbal relay over the telephone and thereby preventing information loss while maintaining ease of operation.
3Reliability
If web browser is required for accessing support website, then standard web protocols can be used, but the method fails when web browser is non-functional
Solution Approach 1:
The patent extracts the web browsing functionality from the diagnostic and data transmission process. Instead of requiring the web browser to access the support website, the diagnostic engine collects all necessary information and transmits it directly to the support system through alternative communication channels. This extraction eliminates the dependency on web browser functionality while maintaining reliability of remote support availability.
Data Source
AI summary
A support system enables a support agent to assist a client to resolve a problem with a client electronic device provided with an Internet capability enabling communication between the device and a support service web application. A two-way communications link is provided between the agent and the same web application. Communication between the client and support agent is provided by a telephone link. Accessible by the device is a diagnostic and/or data harvesting engine which can diagnose and/or harvest data for transfer to the web application and which has access to a LAN software stack which enables the engine itself to establish communication with the web application without requiring user intervention and without requiring communication via a web server provided in the client's device. Thus, as long as it is still possible for the device to communicate via the Internet, the diagnostic/data harvesting engine has the ability to carry out such communication to provide the required data to the web application. The support agent has access to the collected data stored in the application to be able to diagnose and resolve problems with the device.