Mobile Support Diagnostics for App-Induced Device Faults

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Solution Overview

Problem

The increasing frequency of non-hardware failures in mobile devices due to poorly behaving or incompatible applications leads to No Fault Found (NFF) returns, costing industry providers and consumers significantly, with existing quality and integrity reviews of mobile applications failing to guarantee safety and interoperability.

Innovation Solution

A system and method for providing mobile device support services, including remote monitoring, diagnostics, and proactive device monitoring, with a mobile application and a mobile device support apparatus that facilitates diagnosis and solution provision, escalation to customer service, backup and restore functionality, and protection against data theft.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If users install applications from various sources to expand functionality, then device versatility improves, but device reliability deteriorates due to poorly behaved or malicious applications

Engineering Contradiction:

Improvedevice functionalityVSAvoiddevice performance

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The patent introduces an intermediary system consisting of a mobile device support apparatus and support application that acts as a mediator between users and problematic applications. This intermediary monitors application behavior, identifies poorly behaved or malicious applications, and provides automated remediation actions such as forcing quit, disabling, or uninstalling problematic applications, thereby resolving the conflict between versatility and reliability

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent implements feedback mechanisms where the support application continuously monitors device performance metrics and application behavior. When performance degradation is detected, the system provides feedback to identify the culprit application and executes corrective actions. The system also includes user feedback loops where users can report issues and rate solutions, which feeds into improved automated diagnosis and remediation capabilities

Inventive Principle:

Principle #23Feedback

2Adaptability or versatility

If users load multiple applications to enhance device capabilities, then device adaptability improves, but device stability deteriorates leading to No Fault Found returns

Engineering Contradiction:

Improvedevice capabilitiesVSAvoiddevice stability

Core Design Contradiction:

Adaptability or versatilityVSStability of the object's composition

Solution Approach 1:

The patent applies preliminary action by proactively monitoring application behavior and device performance before complete system failure occurs. The support application continuously tracks resource usage, crash patterns, and compatibility issues, and intervenes early by forcing quit or disabling problematic applications before they cause cascading failures that would result in NFF returns

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system enables self-service through automated diagnosis and remediation capabilities. The support application autonomously identifies poorly behaved applications, determines appropriate corrective actions based on pre-defined policies, and executes remediation without requiring user intervention or device returns, thereby maintaining device stability while preserving user-installed application diversity

Inventive Principle:

Principle #25Self-service

3Ease of operation

If industry providers replace devices with NFF returns to maintain customer satisfaction, then customer service quality improves, but manufacturing costs increase significantly

Engineering Contradiction:

Improvecustomer service qualityVSAvoidmanufacturing cost

Core Design Contradiction:

Ease of operationVSLoss of energy

Solution Approach 1:

The patent implements self-service at scale by providing automated remote support that diagnoses and resolves application-related issues without requiring physical device returns or manufacturer intervention. The system autonomously performs troubleshooting, identifies problematic applications, and executes remediation actions, eliminating the need for costly device replacements while maintaining high customer service quality

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent introduces an intermediary support system that acts as a mediator between customers and manufacturers. This intermediary provides comprehensive remote diagnostics and remediation capabilities, resolving the majority of application-related issues before they escalate to hardware failure claims or NFF returns, thereby reducing manufacturing costs while maintaining customer satisfaction

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS12538109B2System, method, apparatus, and computer program product for providing mobile device support services

Publication Date: 2026.01.27 ASSURANT INC

AI summary

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.