Network-Based Device Management for Automated Firmware Updates

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Solution Overview

Problem

Operators face challenges in determining and resolving issues with electronic devices, as customers often cannot provide accurate information, leading to costly and resource-intensive processes for diagnosing and updating firmware and software across millions of devices.

Innovation Solution

A network-based system that supports customer-care management, utilizing a device management server, customer care server, download server, and provisioning server to diagnose problems, collect quality of service parameters, and distribute firmware and software updates, employing protocols like OMA-DM for mass updates and problem reporting.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If customer care representatives manually diagnose device problems through customer interviews, then they can identify issues, but the process becomes time-consuming and expensive with low accuracy

Engineering Contradiction:

Improveproblem diagnosis accuracyVSAvoiddiagnosis time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system enables self-service by having the electronic device automatically collect and report its own diagnostic information, quality of service parameters, and operational data to the customer care center, eliminating the need for customers to manually describe problems and representatives to manually diagnose issues through interviews

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent introduces an intermediary system consisting of a customer care center server and device management server that acts as a mediator between the customer's device and the support representative, automatically collecting device data, analyzing problems, and presenting diagnosed issues to representatives for resolution

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If firmware updates are deployed manually to fix bugs across the network, then device reliability improves, but the process becomes resource-intensive and costly

Engineering Contradiction:

Improvedevice reliabilityVSAvoidresource consumption

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system performs preliminary actions by automatically detecting device problems, identifying required firmware updates, and preparing update packages before customer care representatives need to intervene, allowing updates to be deployed proactively to fix reliability issues before they affect customers

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The electronic device automatically receives and installs firmware updates through the customer care center system without requiring manual intervention from representatives or customers, enabling self-updating that reduces resource consumption and costs

Inventive Principle:

Principle #25Self-service

3Ease of operation

If customer care centers have limited diagnostic capabilities, then operational costs are reduced, but their ability to determine what is wrong with devices deteriorates

Engineering Contradiction:

Improvecustomer care operation simplicityVSAvoiddevice problem detection capability

Core Design Contradiction:

Ease of operationVSDifficulty of detecting and measuring

Solution Approach 1:

The customer care center server acts as an intermediary that automatically collects detailed device data, quality of service parameters, and diagnostic information from electronic devices, analyzing problems and presenting diagnosed issues to representatives, thereby enhancing detection capability while keeping the representative interface simple

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system implements feedback by automatically collecting device operational data and quality of service parameters, analyzing this information to diagnose problems, and providing diagnosed results back to customer care representatives to guide their problem-resolution actions

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS7809811B1System and method for operator network capable of problem determination and solution deployment

Publication Date: 2010.10.05 QUALCOMM INC

AI summary

Aspects of the present invention may be seen in a network for customer care and distribution of update packages to electronic devices. The network supports efficient manage and update of firmware and software in electronic devices. A provisioning server in the network may employ provisioning means to update configuration, provision devices, and manage devices. The network may comprise an electronic device capable of receiving update packages. The electronic device may comprise an update agent capable of updating the electronic device; a diagnostic client that facilitates remote diagnosis; and a traps client that facilitates setting traps and retrieving collected information.