Server-Based Remote Interaction System for Cross-Platform Support
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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, and the need for advance software preparation, particularly in accessing diverse user devices without specialized software.
Innovation Solution
A server-based system that enables remote screen viewing and control through a standard web browser, allowing agents to access user devices without installing specialized software, using a streamlined connection process and encryption for secure one-time access, facilitating easy and rapid access across various platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If specialized software is installed on both parties' computers for remote support, then remote control and screen sharing functionality is achieved, but the complexity of setup and maintenance increases
Solution Approach 1:
The patent introduces a server as an intermediary component that mediates between the support agent and the remote user. The server handles the complex software infrastructure, screen capture, and control signal routing, while clients only need lightweight agents. This resolves the contradiction by centralizing complexity in the server rather than requiring complex software on each endpoint.
Solution Approach 2:
The server provides universal functionality across multiple platforms (Windows, macOS, Linux, mobile devices) through a single centralized system. Instead of requiring different specialized software for each platform, the universal server handles all platform-specific complexities, allowing agents to access any device type through a consistent interface.
2Reliability
If conventional remote support software is used, then remote access capability is provided, but training requirements for support personnel increase
Solution Approach 1:
The server acts as an intelligent intermediary that abstracts away platform-specific complexities from support agents. The server handles OS-specific protocols, screen capture methods, and control signal translations automatically, presenting a unified simple interface to agents regardless of the target device type.
Solution Approach 2:
The system enables self-service capabilities where the server automatically detects device types, configures appropriate communication protocols, and routes connections without requiring agent intervention or training on multiple platforms. The server autonomously manages the complexity of cross-platform compatibility.
3Reliability
If advance software preparation is required for remote support, then consistent operation across platforms is achieved, but the time to establish connection increases
Solution Approach 1:
The server performs preliminary actions by pre-configuring platform-specific protocols, screen capture settings, and control signal mappings before connections are needed. Device agents are pre-registered with the server with their capabilities and requirements already known, enabling immediate connection establishment without runtime configuration.
Solution Approach 2:
The server intermediary maintains pre-established communication channels and device profiles, allowing rapid connection establishment. When a support request occurs, the server already has the necessary configuration information stored, eliminating the need for advance software preparation or real-time setup negotiations between parties.
4Adaptability or versatility
If platform-specific software is used for each device type, then device-specific functionality is achieved, but software incompatibilities and maintenance difficulties arise
Solution Approach 1:
The system segments functionality into two distinct parts: a universal server that handles cross-platform compatibility and protocol translation, and lightweight device agents that handle only device-specific screen capture and control. This segmentation resolves incompatibility issues by isolating platform-specific code in the agent layer while maintaining a unified interface at the server level.
Solution Approach 2:
The server provides universal multi-functionality by supporting Windows, macOS, Linux, iOS, and Android devices through a single unified platform. Instead of requiring separate software solutions for each device type, the universal server automatically adapts to different device types, eliminating software incompatibility and simplifying maintenance.
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.