Network Connectivity Status Display for Remote Troubleshooting
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Solution Overview
Problem
Users face difficulties in troubleshooting network connectivity issues due to outdated contact information and the need for technical service representatives to gather preliminary information, leading to increased frustration and manpower burdens.
Innovation Solution
A system that provides a user-friendly interface displaying critical computer and network connectivity information, including IP address, host name, and login ID, allowing users to troubleshoot issues independently and reducing the need for phone calls by enabling remote access for technical support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If technical service representatives manually gather preliminary information from users during phone calls, then troubleshooting can be performed, but the process time is significantly increased and manpower resources are burdened
Solution Approach 1:
The system automatically gathers and displays preliminary computer information (IP address, host name, user ID, computer model) before the technical service representative needs to ask for it during the call. This preliminary action eliminates the time-consuming process of instructing users to find and provide this information manually.
Solution Approach 2:
The system enables users to view their own computer status and connectivity information independently through an on-screen display, reducing the need for manual information gathering by technical representatives and allowing users to potentially resolve issues themselves.
2Ease of operation
If users are provided with connectivity troubleshooting services through toll-free numbers and technical representatives, then users can receive assistance, but the service complexity and manpower requirements increase
Solution Approach 1:
The system provides users with direct access to their computer's connectivity status and configuration information through an on-screen display, enabling them to troubleshoot issues independently without requiring complex technical services or multiple communication steps.
Solution Approach 2:
The system acts as an intermediary between the user's computer and the technical service representative by automatically preparing and displaying all relevant computer information, eliminating the need for the representative to manually guide the user through information gathering processes.
3Adaptability or versatility
If users are sent notices of contact information changes via standard mail or email, then companies can update help desk information, but users often do not read these notices and continue using outdated information
Solution Approach 1:
The system pre-loads and displays current help desk contact information and computer status information on the user's screen before the user needs to contact support, ensuring that users have access to accurate, up-to-date information without relying on external notices they may ignore.
Data Source
AI summary
The present system and method for providing network connectivity and computer status information is displayed to a user and presents useful troubleshooting information related to various networks and computer status information. The present system includes means for determining at least one of the group consisting of a computer's IP address, host name, computer model, and user ID of said user's computer, means for determining a telephone number to a help desk associated with the user's computer, and means for displaying the telephone number and the at least one of the group consisting of a computer's IP address, host name, computer model, and user ID of the user's computer to the user.