Remote Diagnostics via Virtual Keystrokes for Consumer Electronics
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Solution Overview
Problem
Current remote diagnostic methods for consumer electronic devices are inefficient, requiring direct customer support representative interaction and not scalable for large or similar issues across multiple devices.
Innovation Solution
Implementing a system where consumer electronic devices, such as IP-enabled clients, can be remotely controlled using virtual keystrokes and XML-based commands to perform diagnostics and remedial actions, enabling automated real-time diagnostics and reducing the need for direct customer interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a support representative instructs a customer to perform manual diagnostic commands, then individual device problems can be diagnosed, but the process is inefficient and does not scale to multiple devices
Solution Approach 1:
The system enables automated self-service diagnostics where the diagnostic platform independently controls the target device through virtual keystrokes and command execution, eliminating the need for customer manual operations while maintaining diagnostic accuracy
Solution Approach 2:
The patent replaces the mechanical interaction of manual command execution with an automated electronic control system that uses virtual keystrokes and programmable commands to control the target device, substituting human-operated mechanical processes with automated electronic systems
2Loss of information
If manual diagnostic commands are used, then diagnostic information can be obtained, but the process requires direct customer-support interaction which is time-consuming
Solution Approach 1:
The system performs preliminary actions by pre-configuring diagnostic scripts and virtual keystroke sequences that automatically execute diagnostic tests without requiring real-time customer-support interaction, obtaining diagnostic information in advance or without time-consuming manual guidance
Solution Approach 2:
The patent introduces an automated diagnostic platform as an intermediary between the customer and support representative, which independently executes diagnostic commands and collects information, eliminating the need for direct customer-support interaction while preserving diagnostic information gathering
3Productivity
If automated remote control is implemented, then diagnostic productivity increases, but system complexity increases
Solution Approach 1:
The diagnostic platform implements universal control mechanisms that can interface with multiple different target devices through standardized virtual keystroke protocols and command structures, enabling automated diagnostics across diverse device types without proportionally increasing system complexity
Solution Approach 2:
The system uses virtual keystrokes that replicate the functionality of physical remote control inputs, creating a software copy of the control interface that simplifies automated interaction compared to implementing complex device-specific control systems for each target device
Data Source
AI summary
Diagnostic methods and systems are described in which a client or consumer electronic device can be remotely controlled and operated for purposes which include performing diagnostics and/or implementing remedial measures designed to remedy identified problems associated with the consumer electronic device.