Remote Support Interface for Mechanical Testing Troubleshooting
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Solution Overview
Problem
Conventional mechanical testing devices require multiple, cumbersome steps for troubleshooting, leading to frustration and increased downtime and costs due to the need for in-person service visits when remote support is insufficient.
Innovation Solution
Systems and methods enabling direct remote support from the testing device, allowing for real-time audiovisual conferencing, screen sharing, and remote desktop control, along with features like software updates and calibration notifications, to facilitate rapid issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional troubleshooting methods are used with multiple separate contacts (phone calls, emails, text chats), then service personnel can gather information about the testing device, but the process becomes cumbersome and time-consuming
Solution Approach 1:
The patent combines multiple separate communication channels (phone calls, emails, text chats) into a single integrated remote support session. This merging allows service personnel to access the testing device's display, communicate via audio/video, and transfer files simultaneously, eliminating the need for multiple separate contacts while maintaining complete information exchange.
Solution Approach 2:
The remote support session provides multi-functional capabilities including display sharing, audio communication, video communication, and file transfer within a single unified interface. This universal approach allows service personnel to perform various troubleshooting tasks through one comprehensive connection rather than switching between different communication tools.
2Reliability
If in-person service visits are conducted to resolve issues, then comprehensive troubleshooting can be performed, but service costs and downtime increase
Solution Approach 1:
The patent introduces a remote support system as an intermediary between service personnel and the testing device. This intermediary enables comprehensive troubleshooting capabilities previously only available through in-person visits to be delivered remotely, maintaining issue resolution effectiveness while eliminating the need for service personnel to travel to the device location.
Solution Approach 2:
The patent replaces the mechanical system of in-person service visits with an electronic remote support system. Instead of service personnel physically traveling to the testing device location, the system uses digital communication channels, display sharing, and remote control capabilities to deliver the same troubleshooting effectiveness without the associated travel time and costs.
3Ease of operation
If in-person service visits are required for troubleshooting, then direct access to the testing device is achieved, but service costs increase
Solution Approach 1:
The patent enables the testing device to provide its own diagnostic and troubleshooting information directly to service personnel through remote support sessions. The device can share its display, transmit error codes, and allow remote control without requiring a service technician to physically visit the location, making the device essentially self-diagnosing and reducing service travel costs.
Solution Approach 2:
The remote support system acts as an intermediary that provides direct digital access to the testing device's interface and data. This intermediary enables service personnel to view the device display, access diagnostic information, and control device functions remotely, replacing the need for physical presence while maintaining full access capabilities.
Data Source
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AI summary
Systems and methods to provide remote support services to a testing device are disclosed. An example testing device includes a computing device configured to obtain a measurement value related to the material or component under test. The computing device includes: a display; an input device; a processor; and a memory coupled to the processor and storing computer readable instructions which, when executed by the processor, cause the processor to: in response to first input via the input device, transmit a request for a technical support service to a remote computing system; perform, at the computing device, one or more remote service actions associated with the technical support service.