Locally Connected Service System for Remote Device Troubleshooting
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Solution Overview
Problem
Remote technical support for malfunctioning computing devices is limited by the need for a network connection and power, as well as the inability to access BIOS during startup, making it difficult for service technicians to troubleshoot and repair devices without physical presence.
Innovation Solution
A locally-connected service system that physically connects to a computing device via adapters and includes a keyboard emulator, allowing remote technicians to access and control the device even without power or network connectivity, using a mobile device to issue commands and provide video feedback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If remote access is used to support users, then service coverage is extended and travel time is reduced, but service capability is limited to situations where the device is powered on and network connection is present
Solution Approach 1:
A locally connected service device acts as an intermediary between the remote service technician and the computing device. This intermediary device establishes a local connection to the computing device and relays commands and data between the remote technician and the device, enabling service capability to extend beyond traditional remote access limitations.
Solution Approach 2:
The service system is segmented into three independent components: the computing device being serviced, the locally connected service device that establishes local connection, and the remote service technician. This segmentation allows each component to operate independently, with the service device bridging the gap between remote technician and the computing device even when network or power is unavailable.
2Ease of operation
If service technician travels to user location, then direct device access is possible, but time constraints and travel feasibility become limiting factors
Solution Approach 1:
The locally connected service device serves as a mediator that provides direct device access capabilities to remote technicians without requiring physical travel. The service device maintains a persistent local connection to the computing device, allowing technicians to access and control the device remotely as if they were physically present.
3Adaptability or versatility
If remote login is used for technical support, then service can be provided without physical presence, but access is restricted when device is malfunctioning or network is down
Solution Approach 1:
Instead of requiring the computing device to initiate and maintain network connections for remote access, the service device establishes and maintains a persistent local connection to the computing device. This inverted approach ensures that the service device can always access the computing device, regardless of the computing device's network or power state, as long as a local connection pathway exists.
Data Source
AI summary
Provided is a service system and method that allows a remote user to plug-into an external device (e.g., a server, a laptop, a desktop, etc.) and control a local keyboard input of the troubled device, remotely. In one example, the method may include receiving, via a first adapter connected to a mobile device, keyboard commands from the mobile device, converting the received keyboard commands into corresponding keyboard emulation signals of an external computing system, and transmitting, via a second adapter connected to the external computing system, the keyboard emulation signals to control a local keyboard input of the external computing system.