Secondary Device Proxy for Remote Troubleshooting
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Solution Overview
Problem
Existing remote communication systems face challenges in connecting to user devices experiencing network connectivity issues, leading to inefficient troubleshooting and configuration processes, often relying on lengthy and resource-intensive phone calls.
Innovation Solution
The system employs a secondary device as a proxy to establish a communication channel between the user device and the remote communication system, using personal area networking protocols like Bluetooth Low Energy (BLE) to facilitate remote troubleshooting and remedial actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If remote communication systems use phone calls to troubleshoot device issues, then customer support can be provided, but the process becomes lengthy and resource-intensive
Solution Approach 1:
The patent introduces a secondary device as an intermediary that establishes a relay communication path between the user device and remote communication system. This mediator enables direct data exchange and troubleshooting without requiring lengthy phone calls, as the secondary device forwards communications and facilitates remote access to device data and controls.
2Productivity
If remote communication systems attempt to connect directly to user devices, then troubleshooting efficiency improves, but connection becomes difficult or impossible when devices experience network issues
Solution Approach 1:
The secondary device serves as a reliable intermediary that maintains communication capabilities even when the user device experiences network connectivity problems. The mediator establishes independent communication channels, allowing the remote system to reach the user device through alternative paths that bypass network failures.
Solution Approach 2:
The patent introduces a new communication dimension by utilizing a secondary device as a relay node. This creates an indirect communication path through a different network route or protocol, allowing connections to be established when direct paths are unavailable due to network issues.
3Adaptability or versatility
If user devices increase in complexity to provide more activities, then user capabilities improve, but device configuration and troubleshooting difficulty increases
Solution Approach 1:
The system enables self-service troubleshooting by allowing the remote communication system to directly interact with and control the user device through the secondary device mediator. Automated diagnostics, configuration changes, and remedial actions can be performed remotely without requiring user technical knowledge or manual configuration steps.
Solution Approach 2:
The secondary device acts as a mediator that simplifies the interaction between the complex user device and the remote support system. It translates and forwards commands, data, and control signals, making the complex device appear more manageable and accessible to remote troubleshooting personnel.
Data Source
AI summary
Techniques for establishing communication channels between user devices experiencing network connectivity issues and remote communication systems are described herein. The techniques include the use of a secondary device to act as a proxy, or a “middle man,” to facilitate the communications with the user device. A user device may detect lack of network connectivity, and begin broadcasting advertisement messages that indicate the lack of connectivity. A secondary device may detect the advertisement message, and send a discovery message to a connectivity system indicating that it detected the advertisement message. The connectivity system can provide this information to a remote communication system, and the remote communication system can establish a connection with the secondary device and instruct the secondary device to establish a connection with the user device. The remote communication system then has a communication channel with the user device, using the secondary device, to troubleshoot the user device.