Remote Support Server Selection for Mobile Device Compatibility
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Solution Overview
Problem
Existing support systems face challenges in establishing remote support sessions across diverse mobile devices due to varying remoting capabilities and constraints, making it cumbersome for administrators to conduct remote support sessions.
Innovation Solution
A management application that selects a compatible remote support server and facilitates communication between client and endpoint devices by determining remoting capabilities, installing and configuring remoting agents, and managing control data to initiate and maintain remote support sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If support systems establish remote support sessions based on specific remoting capabilities, then remote support functionality is achieved, but compatibility across diverse mobile devices deteriorates
Solution Approach 1:
The patent introduces a support server as an intermediary component that mediates between the administrator's client device and the endpoint mobile device. The support server receives remoting capability information from the endpoint device, determines compatibility with the administrator's device, and facilitates the remote support session establishment. This intermediary approach resolves the contradiction by centralizing compatibility checking and session management, allowing support across diverse devices without requiring direct peer-to-peer compatibility.
2Adaptability or versatility
If support systems support multiple mobile device types, then device versatility improves, but system complexity increases
Solution Approach 1:
The patent extracts the complexity of remoting capability determination and session management from the administrator's client device and relocates it to the support server. The endpoint device sends its remoting capability information to the support server, which then handles the complexity of determining compatibility and establishing the session. This extraction principle reduces client-side complexity while maintaining versatility in supporting multiple device types.
Solution Approach 2:
The support server implements a universal interface that handles multiple device types through a common protocol. Instead of requiring separate implementation for each device type, the server receives standardized remoting capability information from any endpoint device and applies universal compatibility determination logic. This multi-functional approach enables broad device support without proportionally increasing system complexity.
3Reliability
If remoting capability requirements are enforced, then session reliability improves, but ease of operation deteriorates
Solution Approach 1:
The endpoint device automatically performs self-service by gathering and transmitting its own remoting capability information to the support server. The administrator does not need to manually configure or verify remoting capabilities; the system automatically determines compatibility and establishes the session based on the endpoint device's self-reported capabilities. This self-service approach maintains session reliability through capability verification while preserving ease of operation for the administrator.
Data Source
AI summary
Disclosed are examples relating to managing remote support sessions using devices in communication through a network. In some examples, a request is obtained that includes a selection of an endpoint device for remote support. A sample associated with a remoting capability is obtained from the endpoint device. A remote support server can be selected from among multiple remote support servers based on the sample. Examples of causing the endpoint device to communicate with the remote support server are also disclosed.