Server-Based Remote Screen Viewing and Control via Web Browser
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Solution Overview
Problem
Conventional remote support technologies face challenges such as training requirements for support personnel, inconsistent operation across platforms, difficulties in establishing connections, software incompatibilities, and the need for advance preparation to access user devices, lacking a convenient method for rapid and easy access to different types of user devices.
Innovation Solution
A server-based system that allows remote viewing and control of a user's screen through a standard web browser without requiring specialized software, enabling secure, one-time access using 256-bit SSL encryption, and facilitating file transfers between devices, with features like pauseable sessions and multi-agent participation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If specialized software is installed on both parties' computers before remote support session, then reliable remote control and screen sharing can be achieved, but the complexity of connection establishment increases and advance preparation is required
Solution Approach 1:
The patent introduces a server as an intermediary between the support personnel's computer and the user's computer. The server hosts a web application that enables remote support functionality without requiring specialized software installation on either end. The server mediates the connection by receiving control signals from the support personnel and relaying them to the user's device through the web browser, thus eliminating the need for complex peer-to-peer software installation while maintaining reliable remote control capability
Solution Approach 2:
The patent creates a virtual copy of the user's desktop environment that is accessible through the web browser. Instead of requiring direct software installation on the user's device, the system renders a graphical representation of the user's desktop on the server and transmits it to the support personnel's browser. Control inputs from the browser are mapped to the corresponding desktop elements, enabling reliable remote control through this virtual copy mechanism
2Stability of the object's composition
If specialized software is installed on both parties' computers, then consistent operation across platforms can be achieved, but the training required for support personnel increases
Solution Approach 1:
The patent implements a universal web-based interface that functions across all major platforms (Windows, macOS, Linux, mobile devices) without requiring platform-specific software installation. The server-side application handles platform-specific protocols and translations, presenting a consistent web-based control interface to support personnel regardless of the user's operating system. This universal approach maintains operational consistency while eliminating the need for specialized training on multiple platform-specific tools
Solution Approach 2:
The patent replaces the mechanical system of installing and configuring specialized software on multiple platforms with an electronic web-based system. Instead of requiring support personnel to learn and configure platform-specific remote support software, the system substitutes this with a standardized web browser interface that automatically adapts to different platforms through server-side processing, significantly reducing training requirements while maintaining operational consistency
3Reliability
If conventional remote support methods are used, then secure access to user devices can be achieved, but the time required to establish connection increases
Solution Approach 1:
The patent implements preliminary authentication and session setup through the web server before the actual remote support session begins. The server pre-establishes secure communication channels and validates user credentials in advance. When the support session is initiated, the pre-configured security protocols and authenticated session tokens are already in place, allowing immediate connection without time-consuming authentication steps, thus reducing connection establishment time while maintaining security
Solution Approach 2:
The server acts as a security intermediary that handles authentication, encryption key exchange, and session management centrally. Instead of requiring complex peer-to-peer security setup between support personnel and users, the server mediates all security operations. The server generates and manages encrypted communication channels, validates device identities, and controls session lifecycles, providing secure access while dramatically reducing the time required to establish connections compared to traditional peer-to-peer security handshakes
Data Source
AI summary
A system and process are provided for remotely viewing a customer screen image and interacting with the customer's device (desktop, laptop, tablet or smartphone) using a standard web browser. In operation, an agent is provided with an account on a server, and can send a link and/or instructions to the customer to provide the agent with access to the customer device. An application installed on the customer device captures image frames to be shared and divides them into subsections, transmitting to the server only those sections that have changed relative to the previously transmitted frame. The agent's browser retrieves tiles from the server as they change, and displays them for the agent. The system and process enable the agent to obtain system information and remotely control various functions of the customer device when authorized by the customer.