[go: up one dir, main page]

WO1997015009A1 - Systeme et procede de diagnostic pour processeurs de donnees numeriques - Google Patents

Systeme et procede de diagnostic pour processeurs de donnees numeriques Download PDF

Info

Publication number
WO1997015009A1
WO1997015009A1 PCT/US1996/016618 US9616618W WO9715009A1 WO 1997015009 A1 WO1997015009 A1 WO 1997015009A1 US 9616618 W US9616618 W US 9616618W WO 9715009 A1 WO9715009 A1 WO 9715009A1
Authority
WO
WIPO (PCT)
Prior art keywords
digital data
data processor
status information
remote
class
Prior art date
Application number
PCT/US1996/016618
Other languages
English (en)
Inventor
Chandra K. Bajpai
Original Assignee
Systemsoft Corporation
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Systemsoft Corporation filed Critical Systemsoft Corporation
Priority to AU74489/96A priority Critical patent/AU7448996A/en
Publication of WO1997015009A1 publication Critical patent/WO1997015009A1/fr

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/22—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
    • G06F11/2294—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing by remote test
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0748—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a remote unit communicating with a single-box computer node experiencing an error/fault
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/22—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
    • G06F11/2257—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing using expert systems

Definitions

  • the invention pertains to digital data processing and, more particularly, to the diagnosis and correction of faults in digital data processing software and hardware.
  • the invention has application in, among other things, rapidly and cost-effectively resolving problems (and apparent problems) experienced by personal computer hardware and software users.
  • U.S. Patent No. 5,367,667 suggests one way to reduce the time and costs of technical support calls.
  • a technical support staff person On receiving a telephone call from a user, a technical support staff person creates a batch file for executing diagnostic tests already present on the user's computer.
  • the technical support center accesses the user's computer remotely, by modem, and downloads that batch file.
  • the selected test programs run and generate log files, which are subsequently transmitted back to the technical support center.
  • the technical support staff person reviews the log files and suggests possible solutions to the user by phone, downloading new files as necessary by modem.
  • an object of this invention is to provide improved systems and methods for diagnosing and correcting faults in digital data processing apparatus.
  • a further object is to provide such systems and methods to reduce users' need for technical support, thereby, to reduce users' frustrations and manufacturers' costs.
  • a still further object is to provide such systems and methods as can be readily implemented and adapted for use on an array of computer systems. Still another object to provide such systems and methods as can be easily upgraded, thereby, permitting diagnosis and corrections of problems caused by newly released products, as well as newly identified problems in previously released products.
  • the foregoing and other objects are attained by the invention which provides, in one aspect, a system for remote diagnostic of a digital data processor, e.g., a user's home or office computer.
  • the system includes a local diagnostic element coupled with the digital data processor that determines the status ofthe computer and that diagnoses a first set of problems.
  • the local diagnostic element can be, for example, a software package resident on the digital data processor that gathers information about the hardware and software components ofthe digital data processor and that analyzes this information using expert software.
  • a remote communication element e.g., a modem, permits the local diagnostic element to transmit the status information to a diagnostic element disposed at a remote site.
  • the remote diagnostic element which can be a computer residing at a manufacturer's, publisher's or reseller's technical support center, responds to the received status information for diagnosing a further or broader class of problems, e.g., using its own expert system software.
  • the remote diagnostic element can retransmit status information to a technical support interface in the event that it (the remote diagnostic element) is unable to diagnose or correct the problem.
  • the technical support interface conveys at least portions ofthe status information to a human operator, e.g., a staff member at the technical support center, for diagnosis of still further or broader classes of problems.
  • the local and remote diagnostic elements can apply instrumentation to the digital data processor in order to gather information necessary to identify problems. Whereas the local diagnostic element can apply that instrumentation directly to the digital data processor, the remote diagnostic element applies it remotely, e.g., via modem.
  • the instrumentation can be software routines for testing specific aspects ofthe state and operation ofthe digital data processor, e.g., the status of CPU registers during selected machine operations.
  • the local and remote diagnostic elements are capable of reconfiguring the digital data processor to correct identified problems. This can include, for example, altering configuration files or upgrading software (such as WindowTM drivers). Again, whereas the local diagnostic element can make those corrections directly to the digital data processor, the remote diagnostic element makes them remotely, e.g., via modem.
  • the technical support interface likewise permits the human operator to apply corrective measures, e.g., via modem, and to directly control the digital data processor, e.g., using remote control software.
  • the local diagnostic element can be invoked by the user's selection of an "error diagnosis" or "help! icon on the screen.
  • This aspect ofthe invention has particular applicability where the digital data processor is equipped with a functioning graphical user interface, such as Windows TM. Still other aspects ofthe invention provide methods of remote diagnosis paralleling the operations described above.
  • Figure 1 illustrates a system for remote diagnostics according to the invention
  • Figure 2 illustrates the functional components of a local diagnostic element according to the invention
  • Figure 3 illustrates decision nodes and action leaves used by an expert system according to the invention
  • Figure 4 illustrates how the procedure call bindings to the DLL file are declared in a problem-solution database according to the invention
  • Figure 5 illustrates the construction and operation of a remote diagnostic element according to the invention
  • Figure 6 illustrates the interconnection ofthe remote diagnostic element to the support engineer's workstation in a system according to the invention
  • Figures 7 - 9 chart the operational flow ofthe local diagnostic element
  • Figure 10 - 11 chart the operational flow ofthe remote diagnostic element. Detailed Description of Illustrated Embodiment
  • Figure 1 illustrates a system 5 for remote diagnostics according to the invention.
  • the system includes digital data processors 10, 12, 14 interconnected for remote communications, e.g., via modems 16, 18, 20 and telecommunications equipment 22, 24, 26.
  • the digital data processors 10, 12, 14 comprise conventional commercially available computing systems programmed in accord with the teachings herein.
  • Digital data processor 10 for example, can be a personal computer or workstation that resides at a user's home or office.
  • Digital data processor 12 can be a more powerful workstation residing at a manufacturer's, publisher's or reseller's technical support center.
  • Digital data processor 14 can be a technical support person's 31 workstation at the technical support center.
  • the digital data processors 10 - 14 can operate under the
  • the rer ⁇ ote communications equipment which in the illustrated system utilizes modulated communications over the telephone lines, can comprise any other conventional techniques for remote communications, such as local area networks, wide area networks, or the Internet.
  • the system 5 includes a local diagnostic element that is coupled with digital data processor 10 for determining the status of that computer and for diagnosing a first class of problems thereon.
  • the local diagnostic element is, preferably, a software package resident on the digital data processor 10 that executes on that computer to gather info ⁇ nation about its hardware and software components and that analyzes that information using an expert system ofthe type described herein.
  • the functional components ofthe local diagnostic element are illustrated in Figure 2, where there is shown an expert system 30, a front end 32, expert system databases 34, 36, 38 and a remote interface 40.
  • the local diagnostic element 28 is invoked at the user's request, e.g., via invocation of a menu option or icon, or automatically, e.g., in response to operating system error handling system messages (such as a "printer communications error").
  • User interface element 32 serves as an interface between the user and the expert system 30. It displays “icons” that graphically depict components ofthe digital data processor 10 and that respond to user selection, e.g., via "clicking" of a mouse button, for alerting expert system 30 of a component, or components, to be diagnosed.
  • the user interface element accepts and interprets text input by a user that describes a problem. Such interpretation can be done, e.g., via keyword scanning or via natural language recognition techniques.
  • the expert system 30 applies conventional expert system techniques, using information contained in the databases 34 - 36, to diagnose problems in the selected components ofthe digital data processor 10.
  • database 34 contains information regarding problems and solutions concerning Windows 95TM
  • database 36 contains information regarding problems and solutions concerning any CD-ROM devices that may be attached to the digital data processor 10
  • database 38 contains information regarding problems and solutions concerning any sound card that may be attached to the digital data processor 10.
  • the databases 34 - 38 are formatted and accessed in a manner conventional to expert systems, as further discussed herein.
  • the expert system 30 applies "instrumentation" to the digital data processor to test its responses under specified conditions. These tests are contained within the databases 34 - 36, as well as in the expert system 30 itself.
  • the instrumentation modules are implemented as dynamic linking libraries, or DLLs.
  • a standard DLL provides a library of calls to allow each problem-specific database 34 - 38 to ascertain information about the digital data processor 10, e.g., to parse and edit files thereon.
  • the databases 34 - 38 contain instrumentation specific to the hardware or software under test. Further instrumentation can be supplied in DLLs or VxDs (virtual device drivers) generated by the user or, preferably, by third parties.
  • the remote interface 40 serves as the remote communications manager for the local diagnostic element 28.
  • the interface 40 is responsible for hooking up to the remote diagnostic element via conventional communications medium, e.g., modem link, wide area network, and Internet.
  • Expert System 30 e.g., modem link, wide area network, and Internet.
  • the expert system 30 operates using a search engine utilizing conventional expert system techniques, such as, decision trees, case-based reasoning, pattern matching, or decision theoretic.
  • the expert system 30 is a decision tree system ofthe type available from NASA and Attar Software, among others.
  • NASA and Attar Software among others.
  • different types of expert systems may be used alone or in combination with others, with selection based on the predefined requirements ofthe problem-solution database.
  • the problem-solution database contains the decision graph which is executed by the expert system 30.
  • This graph contains complete diagnostics for one subsystem ofthe digital data processor 10 hardware or software.
  • digital data processor 10 contains a system unit (e.g., CPU, memory and disk controller), VGA video board, sound card, CD-ROM, keyboard and mouse
  • the expert system 30 will maintain six problem- solution databases to represent the digital data processor's status.
  • the expert system 30 can include a generic knowledge base to facilitate basic fault-finding and correction in the overall digital data processor 10. Three such databases are shown as elements 34 - 38 in Figure 2, above. As users add further hardware and software subsystems, the expert system 30 adds new databases to allow diagnostics to be run on those subsystems.
  • Each problem-solution database (e.g., 34 - 38) is a combination of two common data structures a graph data structure and a tree data structure.
  • the expert system 30 traverses the resulting data structure, referred to herein as a "decision graph" data structure to identify problems in the digital data processor and their solutions.
  • a decision tree generally consists of a "head” node that is connected to two leaf nodes. Decisions systems typically traverse such trees based on "TRUE" or "FALSE” evaluations at the leaves.
  • the decision graph used herein is modified from the conventional decision tree. Though a head node in the decision graph ofthe present system can be connected to any number of other nodes, it cannot cause the decision process to flow to a prior, or parent nodes ("upward flow").
  • a decision node is a point where a question is posed (e.g., regarding the status ofthe digital data processor 10) and from where execution flows based on the answer to that question.
  • An action leaf is a point at which a diagnosis ofthe problem has been made and an action can be taken to correct the problem.
  • the decision nodes 42 - 46 include functionality for invoking programs, i.e., "instrumentation,” that carry out tests on the digital data processor 10 and that return information that facilitates further diagnosis. That instrumentation can be contained in Windows 95TM Dynamic Link Libraries that, in turn, call Virtual Device Drivers to interrogate the subsystems. This permits the expert system 30 to obtain more information about the digital data processor 10, e.g., information not otherwise available under the Windows 95 memory management scheme.
  • the expert system 30 can take advantages ofthe local computer architecture during interrogation of the hardware and/or software using the instrumentation. For example, although the preferred mechanism to get I/O port information under Windows 95TM is to use the preferred mechanism to get I/O port information under Windows 95TM.
  • the decision node utilizes the user interlace 32 to display a dialog box and prompt the user for a response. This response is the returned to the expert system.
  • the problem-solution databases 34 - 38 Prior to invoking the expert system 30, the problem-solution databases 34 - 38 must first be registered. This can be done by a third party installation program (for example, the problem- solution databases 34 - 38 can be installed as part ofthe installation of applications software or hardware devices, such as QuickenTM, Seventh GuestTM, SoundBlasterTM, etc.) which copies the problem-solution database onto the hard disk, and passes information about the database to local diagnostic element 28. This includes information identifying the subsystem to which the database pertains, as well as a bitmap file (.BMP) with a graphic identifying that subsystem. This file is, in turn, used by the local diagnostic element 28 as an icon that the user can select to identify a problematic subsystem. In the case of a software product, the bitmap file is the conventional icon for that software.
  • the bitmap file is the conventional icon for that software.
  • the installation program registers the database by modifying the local diagnostic element 28 initialization file, e.g., a standard Microsoft WindowsTM ASCIII initialization file, or by modifying the registry provided with Microsoft Windows 95TM.
  • a section of such an initialization file is shown below.
  • the installation program adds a new section following the "[database]" section.
  • the naming convention is the name ofthe problem-solution database in brackets.
  • This new section specifies information about the file itself. This includes information about the manufacturer ofthe product, any VxD/DLLs required, remote, diagnostic element access numbers and the X, Y location ofthe graphic. Additional information can optionally be attached to this section ofthe initialization file for use by the problem-solution database, [database]
  • KB C: ⁇ SYSTEMWIZARD ⁇ SOUND.PDB, 12,C: ⁇ SYSTEMWIZ ARD ⁇ SOUND.BMP
  • a problem-solution database 34 - 38 requires the expert system 30 to do a custom call specific to the hardware/software under test.
  • This custom code may be instrumentation to return information to the expert system or code that may reset configuration of the device under test.
  • the custom code are created and stored in a separate DLL file. As shown in Figure 4, the procedure call bindings to the DLL file are declared in the problem-solution base. The expert system interpreter creates a large symbol table where these binding are stored and looked up as they are called from the problem-solution database.
  • the expert system 30 ofthe local diagnostic element 28 will not find a solution to a problem. This can occur if the expert system 30 has an invalid value or unknown value at a decision node and the traversal cannot continue, or if an action node explicitly calls for additional help from a remote diagnostic element present on remote digital data processor 12, which has larger and richer databases than those available on the local digital data processor 10.
  • the local diagnostic element 28 contacts a the remote diagnostic element, e.g., via modem 16 and communications equipment 22, coupled to the remote digital data processor 12.
  • the local expert system 30 can request that the remote diagnostic element download new files, e.g. software updates or new problem-solution databases.
  • the remote diagnostic element 50 resolves a second class of problems that the user is encountering.
  • This second class of problems can be distinct from the aforementioned first class but, preferably, is simply a larger inclusive class.
  • the information passed to the remote diagnostic element 50 includes the files: SYSTEM.INI, WIN.INI, the Registry, AUTOEXEC.BAT and CONFIG.SYS. It also includes user identification information, hardware identification information, I/O address information, and IRQ Information. It also includes information gathered by the local diagnostic element (e.g., directly from the user or via the instrumentation) regarding the symptoms and characteristics ofthe specific problem to be solved.
  • the local diagnostic element 28 uses a modem link to connect to the remote diagnostic element Server. Alternatively, this link can be over the Internet, Infrared (IrDA), ISDN link or other communications links, instead of a phone link.
  • serial communications is provided by a conventional communications package, e.g., COMM-DRV VxD available from Willies Software Corp. This package allows full file uploading/downloading and actual commumcations protocol handling between the two systems. Encryption and data compression can be included into the data link as appropriate.
  • COMM-DRV VxD available from Willies Software Corp. This package allows full file uploading/downloading and actual commumcations protocol handling between the two systems. Encryption and data compression can be included into the data link as appropriate.
  • the remote diagnostic element 50 is constructed and operated similarly to local diagnostic element 28. It includes remote communications devices 52, such as modem 18 and telecommunications equipment 24 ( Figure 1). In addition, it includes a remote commumcations engine 54, an expert system engine 56, problem-solution rule bases 58 and problem- solution databases 60.
  • the remote communications engine which serves an analogous role to the user interface 32, serves as an interface between the remote diagnostic element 50 and the local diagnostic element 28 for communicating information therebetween.
  • the expert system 56 can operate identically to expert system 30, albeit in connection with databases 58 and 60. Databases 58 and 60 correspond to databases 34 - 38, though they contain more problem identification and solving information than those resident on the local digital data processor 10.
  • the remote digital data processor 12 is connected to a bank of modems (e.g., modem 18) which are set on auto-answer mode. These modems are set to answer the incoming calls from local diagnostic elements 28 in the field.
  • modems e.g., modem 18
  • Other embodiments of -l i ⁇ the remote digital data processor 12 can support network Links (LAN, WAN, or Internet) to the local diagnostic elements 28.
  • the remote diagnostic element 50 exchanges info ⁇ nation regarding the identity ofthe person calling. Once this item has been completed the remote diagnostic element 50 asks the local diagnostic element 28 to upload the packet of information regarding the user's problem.
  • the remote diagnostic element 50 expert system may encounter decision nodes that require it to download information to local diagnostic element 28. Using the same communications link, the remote diagnostic element 50 downloads a DLL containing information to local diagnostic element 28. The local diagnostic element 28 executes this instrumentation and returns the result back to remote diagnostic element 50. Similarly if remote diagnostic element 50 requires a user to answer a question, it downloads the question to local diagnostic element 28 and awaits the answer.
  • the remote diagnostic element 50 program has several options at the action nodes. It can download new software to local diagnostic element 28 that can solve the user's problem; update the necessary system files and download the file back to local diagnostic element 28 or if it encounters a problem that is does not know, it passes control to the engineer 31.
  • remote diagnostic element 50 can download to local digital data processor 10 information necessary to correct the problem.
  • the remote diagnostic element can make changes to SYSTEM INI and download it to the local digital data processor 10 if the problem is a configuration problem. If the problem requires new software or a software patch, a new file along with an installation program is downloaded. The installation program is started to allow the software to be automatically installed in the system.
  • remote diagnostic element 50 cannot diagnose the problem, the phone link is passed to a customer support engineer 31 at the call center. Referring to Figure 1 , that engineer 31 receives information from the remote diagnostic element 50 via a communication link (e.g., modem 20 and telecommunications equipment 26, or network), either from the remote diagnostic element or from the local diagnostic element. The information is displayed and analyzed via digital data processor 14, which the engineer can use to download information to, or control, the digital data processor 10 via modem 20 and telecommunications equipment 26
  • a communication link e.g., modem 20 and telecommunications equipment 26, or network
  • the remote digital data processor 12 can be a conventional personal computer running the Windows 95TM operating system. Preferably, however, it is a high performance workstation that runs a multitasking operating system, such as, Microsoft Windows NT.
  • Engineer intervention is the final tool in the chain to solve the user's problem.
  • the remote diagnostic element 50 transfers responsibility for the support call via central PBX 62 to the technical support engineer 31 to look at the user's problem
  • the remote diagnostic element 50 can simultaneously place information regarding local digital data processor 10 on a central server 64
  • Software running on the support engineer's personal computer 14 retrieves that information from the central server.
  • the modem 20, connected to PC 14, is used to directly connect the engineer's PC to the local digital data processor 10 More particularly, once it has been established that the call is to be handled by support engineer 31, under command control (e.g., via TAPI protocol) remote diagnostic element 50 initiates a sequence of steps to transfer a call.
  • the remote diagnostic element 50 sends a TAPI command to the PBX to transfer the call to an engineer.
  • the PBX transfers the call to the next available engineer who's modem synchronizes with the remote diagnostic element 50
  • the remote engineer's PC 14 is now in control.
  • the support engineer's PC 14 retrieves information from the central file server for information regarding the local diagnostic element 28 call.
  • the engineer 31 can instruct can take direct remote control ofthe user's PC 10 This allows the support engineer 31 to manually inspect the user's PC and fix any configuration problems This control is similar to that provided by conventional remote control programs, e g., Microcom's Carbon CopyTM or Stac's Reach OutTM.
  • the software resident on the PC 14 and the local diagnostic element 28 facilitate the uploading ofthe information already gathered by the local and remote diagnostic elements and the downloading of new software to the local diagnostic element 28.
  • the software resident on the engineer's PC uses the Intel product App SharingTM from that company's ProShare Video Conferencing package.
  • Described above are methods and apparatus for remote diagnostics of a digital data processor meeting the objects ofthe invention. Those methods and apparatus reduce users' need for technical support, thereby, to reduce users' frustrations and manufacturers' costs. Moreover, they can be readily implemented and adapted for use on an array of computer systems. Still further they can be easily upgraded, thereby, permitting diagnosis and correction of problems caused by newly released products, as well as newly identified problems in previously released products.

Landscapes

  • Engineering & Computer Science (AREA)
  • General Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Computer Hardware Design (AREA)
  • Quality & Reliability (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Test And Diagnosis Of Digital Computers (AREA)
  • Debugging And Monitoring (AREA)

Abstract

La présente invention concerne un système de télédiagnostic pour processeurs de données numériques, par exemple l'ordinateur situé au domicile ou au bureau d'un utilisateur. Ce système comprend un élément de diagnostic local, relié au processeur de données numériques, qui détermine l'état de l'ordinateur et diagnostique un premier ensemble de problèmes. Quand le problème ne peut pas être identifié sur place, un organe de communications à distance, par exemple un modem, permet à l'élément de diagnostic local de transmettre les informations sur l'état de l'ordinateur à un élément de diagnostic installé en un lieu éloigné. Il peut s'agir d'un ordinateur implanté dans un centre de soutien technique d'un fabricant, d'un éditeur ou d'un commerçant et il réagit à l'information reçue sur l'état de l'appareil en cause, pour diagnostiquer une classe de problèmes supplémentaire ou plus large, par exemple en utilisant son propre logiciel de système expert. Il est capable de transmettre les informations d'état à une interface de soutien technique dans le cas où il ne peut pas diagnostiquer le problème ou le corriger. Cette interface communique au moins une partie des informations d'état à un opérateur humain, par exemple un membre du personnel du centre de soutien technique, aux fins de diagnostic de classes de problèmes nouvelles ou encore plus vastes.
PCT/US1996/016618 1995-10-18 1996-10-18 Systeme et procede de diagnostic pour processeurs de donnees numeriques WO1997015009A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU74489/96A AU7448996A (en) 1995-10-18 1996-10-18 System and method for digital data processor diagnostics

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US54496395A 1995-10-18 1995-10-18
US08/544,963 1995-10-18

Publications (1)

Publication Number Publication Date
WO1997015009A1 true WO1997015009A1 (fr) 1997-04-24

Family

ID=24174315

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1996/016618 WO1997015009A1 (fr) 1995-10-18 1996-10-18 Systeme et procede de diagnostic pour processeurs de donnees numeriques

Country Status (2)

Country Link
AU (1) AU7448996A (fr)
WO (1) WO1997015009A1 (fr)

Cited By (32)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999011015A1 (fr) * 1997-08-26 1999-03-04 Clarke Andrew Erceg Procede de localisation de panne
WO1998059453A3 (fr) * 1997-06-25 1999-06-10 Com21 Inc Procede et appareil pour un module interface d'application d'unite terminale d'abonne
DE19831168C2 (de) * 1998-07-11 2001-02-15 Deutsche Telekom Ag Verfahren zum automatischen Erfassen von Leistungsmerkmalen einer Kommunikations-Endeinrichung
DE19831169C2 (de) * 1998-07-11 2001-03-22 Deutsche Telekom Ag Verfahren zum Übertragen von an die Leistungsfähigkeit einer Endeinrichtung angepaßten Informationen über ein Kommunikationsnetz
FR2800185A1 (fr) * 1999-10-26 2001-04-27 Medtronic Inc Dispositif de depannage, de maintenance et d'extension de systemes de dispositifs implantables
WO2002037279A3 (fr) * 2000-11-06 2002-07-11 Aleksey Yuryevich Shevchenko Procede et systeme destines au service de depannage des ordinateurs
FR2825493A1 (fr) * 2001-06-04 2002-12-06 Hewlett Packard Co Procede et systeme pour fournir des documents du support technique par l'intermediaire de l'internet
FR2828945A1 (fr) * 2001-08-21 2003-02-28 Sascha Nick Systeme et procede multi-niveaux de maintenance predictive et de diagnostic a distance extensible a un tres grand nombre de machines
WO2003019377A3 (fr) * 2001-08-21 2003-09-25 Idtect Systeme et procede de diagnostic multiniveau echelonnable a distance et maintenance conditionnelle
FR2838204A1 (fr) * 2002-04-08 2003-10-10 France Telecom Procede de diagnostic d'un equipement a controler, et systeme diagnostic, serveurs et module de communication associes
EP1416383A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d'ordinateur dans un système client-serveur
EP1416382A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d' ordinateur d' un système principal par un système service
EP1416384A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d' ordinateur d' un système principal par un système service dans un environnement de système distribué
EP1416439A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions aux problèmes d'ordinateurs par système expert utilisant des contextes et distinguant des versions
EP1207455A3 (fr) * 2000-11-17 2004-09-15 Canon Kabushiki Kaisha Systéme et méthode de gestion de site éloigné
EP1607866A1 (fr) 2004-06-15 2005-12-21 Hewlett-Packard Development Company, L.P. Système et procédé de téléassistance pour ordinateurs avec mise à jour des fonctions de résolution de problèmes
EP1536339A3 (fr) * 2003-11-25 2006-11-29 Hewlett-Packard Development Company, L.P. Support logiciel multi niveaux et multi sources utilisant des transfers de données de diagnostique automatiques
US7260750B2 (en) 2003-10-22 2007-08-21 Sap Aktiengesellschaft Computer system diagnostic procedures performed in specified order
US7260744B2 (en) * 2003-10-21 2007-08-21 Sap Aktiengesellschaft Computer system diagnosis with user-developed procedure
US7263634B2 (en) 2003-10-21 2007-08-28 Sap Aktiengesellschaft Failures of computer system diagnostic procedures addressed in specified order
US7340648B2 (en) * 2000-09-27 2008-03-04 Seiko Epson Corporation User support
US7434099B2 (en) * 2004-06-21 2008-10-07 Spirent Communications Of Rockville, Inc. System and method for integrating multiple data sources into service-centric computer networking services diagnostic conclusions
US7694189B2 (en) * 2007-02-28 2010-04-06 Red Hat, Inc. Method and system for remote monitoring subscription service
US7739554B2 (en) 2007-02-28 2010-06-15 Red Hat, Inc. Method and system for automatic resolution and dispatching subscription service
US7827161B2 (en) 2006-03-14 2010-11-02 Hewlett-Packard Development Company, L.P. Document retrieval
US8214483B2 (en) 2007-02-28 2012-07-03 Red Hat, Inc. Method and system for continuous availability subscription service
EP2515234A1 (fr) * 2011-04-18 2012-10-24 General Electric Company Système, procédé et appareil permettant de résoudre des erreurs dans un système
US8578337B2 (en) 2007-02-28 2013-11-05 Red Hat, Inc. Method and system for quality assurance subscription service
EP2357562A4 (fr) * 2008-11-27 2014-03-05 Ibm Système d aide à l exécution d actions en réaction à des évènements détectés, procédé d aide à l exécution d actions en réaction à des évènements détectés, dispositif d aide et programme informatique
US9069666B2 (en) 2003-05-21 2015-06-30 Hewlett-Packard Development Company, L.P. Systems and methods for controlling error reporting and resolution
US9946982B2 (en) 2007-02-28 2018-04-17 Red Hat, Inc. Web-based support subscriptions
CN114878960A (zh) * 2022-04-25 2022-08-09 国网北京市电力公司 故障诊断方法、存储介质、电力采集终端和故障诊断系统

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5123017A (en) * 1989-09-29 1992-06-16 The United States Of America As Represented By The Administrator Of The National Aeronautics And Space Administration Remote maintenance monitoring system
EP0599606A2 (fr) * 1992-11-24 1994-06-01 Xerox Corporation Système de transfert de données de diagnostic interactif pour diagnostics à distance

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5123017A (en) * 1989-09-29 1992-06-16 The United States Of America As Represented By The Administrator Of The National Aeronautics And Space Administration Remote maintenance monitoring system
EP0599606A2 (fr) * 1992-11-24 1994-06-01 Xerox Corporation Système de transfert de données de diagnostic interactif pour diagnostics à distance

Cited By (47)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1998059453A3 (fr) * 1997-06-25 1999-06-10 Com21 Inc Procede et appareil pour un module interface d'application d'unite terminale d'abonne
US6081533A (en) * 1997-06-25 2000-06-27 Com21, Inc. Method and apparatus for an application interface module in a subscriber terminal unit
WO1999011015A1 (fr) * 1997-08-26 1999-03-04 Clarke Andrew Erceg Procede de localisation de panne
DE19831168C2 (de) * 1998-07-11 2001-02-15 Deutsche Telekom Ag Verfahren zum automatischen Erfassen von Leistungsmerkmalen einer Kommunikations-Endeinrichung
DE19831169C2 (de) * 1998-07-11 2001-03-22 Deutsche Telekom Ag Verfahren zum Übertragen von an die Leistungsfähigkeit einer Endeinrichtung angepaßten Informationen über ein Kommunikationsnetz
FR2800185A1 (fr) * 1999-10-26 2001-04-27 Medtronic Inc Dispositif de depannage, de maintenance et d'extension de systemes de dispositifs implantables
US7340648B2 (en) * 2000-09-27 2008-03-04 Seiko Epson Corporation User support
WO2002037279A3 (fr) * 2000-11-06 2002-07-11 Aleksey Yuryevich Shevchenko Procede et systeme destines au service de depannage des ordinateurs
EP1207455A3 (fr) * 2000-11-17 2004-09-15 Canon Kabushiki Kaisha Systéme et méthode de gestion de site éloigné
US7287073B2 (en) 2000-11-17 2007-10-23 Canon Kabushiki Kaisha Remote site managing system for centrally managing computers and peripheral devices
US7707264B2 (en) 2001-06-04 2010-04-27 Hewlett-Packard Development Company, L.P. Method and system for providing technical support documents via the internet
FR2825493A1 (fr) * 2001-06-04 2002-12-06 Hewlett Packard Co Procede et systeme pour fournir des documents du support technique par l'intermediaire de l'internet
FR2828945A1 (fr) * 2001-08-21 2003-02-28 Sascha Nick Systeme et procede multi-niveaux de maintenance predictive et de diagnostic a distance extensible a un tres grand nombre de machines
WO2003019377A3 (fr) * 2001-08-21 2003-09-25 Idtect Systeme et procede de diagnostic multiniveau echelonnable a distance et maintenance conditionnelle
WO2003085469A3 (fr) * 2002-04-08 2004-04-01 France Telecom Procede de diagnostic d'un equipement a controler, systeme de diagnostic, serveur intermediaire et module de communication associes
FR2838204A1 (fr) * 2002-04-08 2003-10-10 France Telecom Procede de diagnostic d'un equipement a controler, et systeme diagnostic, serveurs et module de communication associes
EP1416439A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions aux problèmes d'ordinateurs par système expert utilisant des contextes et distinguant des versions
US7418628B2 (en) * 2002-10-31 2008-08-26 Sap Ag Systems and methods for identifying solutions to computer problems using contexts and versions
US7257735B2 (en) 2002-10-31 2007-08-14 Sap Ag Identifying solutions to computer problems in client/server system
EP1416384A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d' ordinateur d' un système principal par un système service dans un environnement de système distribué
US7403933B2 (en) 2002-10-31 2008-07-22 Sap Ag Identifying solutions to computer problems in main system by service system
EP1416382A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d' ordinateur d' un système principal par un système service
US7302610B2 (en) 2002-10-31 2007-11-27 Sap Ag Identifying solutions to computer problems in main system by service system in distributed system landscape
EP1416383A1 (fr) * 2002-10-31 2004-05-06 Sap Ag Identification des solutions à problèmes d'ordinateur dans un système client-serveur
US9069666B2 (en) 2003-05-21 2015-06-30 Hewlett-Packard Development Company, L.P. Systems and methods for controlling error reporting and resolution
US7334028B2 (en) 2003-05-21 2008-02-19 Hewlett-Packard Development Company, L.P. Tiered multi-source software support using automated diagnostic-data transfers
US7260744B2 (en) * 2003-10-21 2007-08-21 Sap Aktiengesellschaft Computer system diagnosis with user-developed procedure
US7263634B2 (en) 2003-10-21 2007-08-28 Sap Aktiengesellschaft Failures of computer system diagnostic procedures addressed in specified order
US7260750B2 (en) 2003-10-22 2007-08-21 Sap Aktiengesellschaft Computer system diagnostic procedures performed in specified order
EP1536339A3 (fr) * 2003-11-25 2006-11-29 Hewlett-Packard Development Company, L.P. Support logiciel multi niveaux et multi sources utilisant des transfers de données de diagnostique automatiques
US7580906B2 (en) 2004-06-15 2009-08-25 Hewlett-Packard Development Company, L.P. Automated adaptive computer support system generating problem solutions having confidence levels used to determine whether human expert intervention is required
US7257514B2 (en) 2004-06-15 2007-08-14 Hewlett-Packard Development Company, L.P. Computer support service with solution function updates as a function of pre-delivery expert changes to automatically generated solutions
EP1607866A1 (fr) 2004-06-15 2005-12-21 Hewlett-Packard Development Company, L.P. Système et procédé de téléassistance pour ordinateurs avec mise à jour des fonctions de résolution de problèmes
US7434099B2 (en) * 2004-06-21 2008-10-07 Spirent Communications Of Rockville, Inc. System and method for integrating multiple data sources into service-centric computer networking services diagnostic conclusions
US7827161B2 (en) 2006-03-14 2010-11-02 Hewlett-Packard Development Company, L.P. Document retrieval
US9946982B2 (en) 2007-02-28 2018-04-17 Red Hat, Inc. Web-based support subscriptions
US7694189B2 (en) * 2007-02-28 2010-04-06 Red Hat, Inc. Method and system for remote monitoring subscription service
US7739554B2 (en) 2007-02-28 2010-06-15 Red Hat, Inc. Method and system for automatic resolution and dispatching subscription service
US8214483B2 (en) 2007-02-28 2012-07-03 Red Hat, Inc. Method and system for continuous availability subscription service
US8276023B2 (en) 2007-02-28 2012-09-25 Red Hat, Inc. Method and system for remote monitoring subscription service
US11017333B2 (en) 2007-02-28 2021-05-25 Red Hat, Inc. Web-based support subscriptions
US8578337B2 (en) 2007-02-28 2013-11-05 Red Hat, Inc. Method and system for quality assurance subscription service
EP2357562A4 (fr) * 2008-11-27 2014-03-05 Ibm Système d aide à l exécution d actions en réaction à des évènements détectés, procédé d aide à l exécution d actions en réaction à des évènements détectés, dispositif d aide et programme informatique
CN102799492A (zh) * 2011-04-18 2012-11-28 通用电气公司 用于在系统中解决错误的系统、方法和设备
CN102799492B (zh) * 2011-04-18 2018-02-09 通用电气公司 用于在系统中解决错误的系统、方法和设备
EP2515234A1 (fr) * 2011-04-18 2012-10-24 General Electric Company Système, procédé et appareil permettant de résoudre des erreurs dans un système
CN114878960A (zh) * 2022-04-25 2022-08-09 国网北京市电力公司 故障诊断方法、存储介质、电力采集终端和故障诊断系统

Also Published As

Publication number Publication date
AU7448996A (en) 1997-05-07

Similar Documents

Publication Publication Date Title
WO1997015009A1 (fr) Systeme et procede de diagnostic pour processeurs de donnees numeriques
US10802949B1 (en) Systems and methods for infrastructure validation
US6397245B1 (en) System and method for evaluating the operation of a computer over a computer network
US6353446B1 (en) Method and system for integrated network management applications
US6170065B1 (en) Automatic system for dynamic diagnosis and repair of computer configurations
US7165194B2 (en) Technical support for software products
US9658931B2 (en) Method for monitoring a graphical user interface on a second computer display from a first computer
US7275048B2 (en) Product support of computer-related products using intelligent agents
US6219708B1 (en) System for network resource management
US6662312B1 (en) Software-testing automation system
US6477531B1 (en) Technical support chain automation with guided self-help capability using active content
US7925718B2 (en) Method and system for identifying and obtaining computer software from a remote computer
KR100324977B1 (ko) 분산 컴퓨팅 환경에서 발견을 위한 시스템, 방법 및 컴퓨터 프로그램 제품
US6694314B1 (en) Technical support chain automation with guided self-help capability via a system-supplied search string
US8234238B2 (en) Computer hardware and software diagnostic and report system
US5367667A (en) System for performing remote computer system diagnostic tests
US7100085B2 (en) System for automated problem detection, diagnosis, and resolution in a software driven system
US5983369A (en) Online simultaneous/altering-audio/video/voice data based service and support for computer systems
US6230287B1 (en) Web based help desk
US20050027846A1 (en) Automated electronic software distribution and management method and system
US20050022176A1 (en) Method and apparatus for monitoring compatibility of software combinations
EP1864218A2 (fr) Test d'analyse logicielle et materielle
US20020147850A1 (en) Electronic survey tool and dynamic workflow tool
MXPA04007787A (es) Metodo y sistema para administracion central de una red de computadora.
US8311979B2 (en) Method and system for importing an application and server map to a business systems manager display

Legal Events

Date Code Title Description
AK Designated states

Kind code of ref document: A1

Designated state(s): AL AM AT AU AZ BA BB BG BR BY CA CH CN CU CZ DE DK EE ES FI GB GE HU IL IS JP KE KG KP KR KZ LC LK LR LS LT LU LV MD MG MK MN MW MX NO NZ PL PT RO RU SD SE SG SI SK TJ TM TR TT UA UG UZ VN AM AZ BY KG KZ MD RU TJ TM

AL Designated countries for regional patents

Kind code of ref document: A1

Designated state(s): KE LS MW SD SZ UG AT BE CH DE DK ES FI FR GB GR IE IT LU MC NL PT SE BF BJ CF CG CI

DFPE Request for preliminary examination filed prior to expiration of 19th month from priority date (pct application filed before 20040101)
121 Ep: the epo has been informed by wipo that ep was designated in this application
REG Reference to national code

Ref country code: DE

Ref legal event code: 8642

NENP Non-entry into the national phase

Ref country code: JP

Ref document number: 97515983

Format of ref document f/p: F

NENP Non-entry into the national phase

Ref country code: CA

122 Ep: pct application non-entry in european phase