Remote support installation mechanism
First Claim
1. One or more non-transitory computer-readable media storing computer-executable instructions that upon execution cause one or more processors to perform acts comprising:
- receiving a request for a remote support eligibility status from a device agent application on a user device that is preloaded with an installer package for a remote support client application, the remote support client application to initiate a remote support session with the remote support application on a remote support server to provide a computing terminal with remote support access to the user device, and wherein the installer package comprises at least one of;
a setup file, a library file, or an installation utility for installing the remote support client application on the user device, wherein the request for the remote support eligibility status includes a hash of the installer package preloaded on the user device;
comparing the hash to a new hash of a latest version of the installer package for the remote support client application;
sending the latest version of the installer package for the remote support client application along with a private key encrypted hash of the latest version of the installer package to the user device in response to the hash and the new hash being different;
sending an indication that the installer package on the user device is up-to-date to the device agent application on the user device in response to the hash and the new hash being identical;
determining based on at least one of a device management database or a user account database that the user device qualifies for remote support in response to the request for the remote support eligibility status;
sending an install command and a message authentication code to the user device, the install command triggers an installation of the remote support client application on the user device from the installer package following the user device qualifying for remote support; and
receiving an indication that the remote support client application is installed onto the user device from the installer package, the remote support client application being installed following the device agent application validating the install command via the message authentication code.
5 Assignments
0 Petitions
Accused Products
Abstract
A remote support installation mechanism provides for the installation of a remote support client application onto a user device. A server may receive a request for a remote support eligibility status from a device agent application on a user device that is loaded with an installer package for a remote support client application. The remote support client application may be used to initiate a remote support session with a remote support application on a remote support server to provide a computing terminal with remote support access to the user device. The server may determine based on at least one of a device management database or a user account database that the user device qualifies for remote support. Accordingly, the server may send an install command to trigger an installation of the remote support client application on the user device from the installer package.
-
Citations
21 Claims
-
1. One or more non-transitory computer-readable media storing computer-executable instructions that upon execution cause one or more processors to perform acts comprising:
-
receiving a request for a remote support eligibility status from a device agent application on a user device that is preloaded with an installer package for a remote support client application, the remote support client application to initiate a remote support session with the remote support application on a remote support server to provide a computing terminal with remote support access to the user device, and wherein the installer package comprises at least one of;
a setup file, a library file, or an installation utility for installing the remote support client application on the user device, wherein the request for the remote support eligibility status includes a hash of the installer package preloaded on the user device;comparing the hash to a new hash of a latest version of the installer package for the remote support client application; sending the latest version of the installer package for the remote support client application along with a private key encrypted hash of the latest version of the installer package to the user device in response to the hash and the new hash being different; sending an indication that the installer package on the user device is up-to-date to the device agent application on the user device in response to the hash and the new hash being identical; determining based on at least one of a device management database or a user account database that the user device qualifies for remote support in response to the request for the remote support eligibility status; sending an install command and a message authentication code to the user device, the install command triggers an installation of the remote support client application on the user device from the installer package following the user device qualifying for remote support; and receiving an indication that the remote support client application is installed onto the user device from the installer package, the remote support client application being installed following the device agent application validating the install command via the message authentication code. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 21)
-
-
13. A computer-implemented method, comprising:
-
receiving, at a server of a wireless carrier network, a request for a remote support eligibility status from a device agent application on a user device, the device agent application to use a remote support client application to initiate a remote support session with a remote support application on a remote support server, the remote support session to provide a computing terminal with remote support access to the user device, wherein the request for the remote support eligibility status includes a hash of an installer package preloaded on the user device; comparing the hash to a new hash of a latest version of the installer package for the remote support client application; sending the latest version of the installer package for the remote support client application along with a private key encrypted hash of the latest version of the installer package to the user device in response to the hash and the new hash being different; sending an indication that the installer package on the user device is up-to-date to the device agent application on the user device in response to the hash and the new hash being identical; determining, at the server, based on at least one of a device management database or a user account database that the user device qualifies for remote support in response to the request for the remote support eligibility status; sending, from the server, an install command and a message authentication code to the user device, the install command initiated by an interactive voice response (IVR) function detecting that the user selected an option to talk to a customer service representative during a telephone call to the wireless carrier network, the install command triggers an installation of the remote support client application on the user device from the installer package, wherein the install command is sent to the user device via the wireless carrier network; and receiving, at the server, an indication that the remote support client application is installed onto the user device from the installer package, the remote support client application being installed following the device agent application validating the install command via the message authentication code. - View Dependent Claims (14, 15, 16, 17, 18)
-
-
19. A system, comprising:
-
one or more processors; and memory including a plurality of computer-executable components that are executable by the one or more processors to perform a plurality of actions, the plurality of actions comprising; receiving a request for a remote support eligibility status from a device agent application on a user device, the device agent application to use a remote support client application to initiate a remote support session with a remote support application on a remote support server, the remote support session to provide a computing terminal with remote support access to the user device, wherein the request for the remote support eligibility status includes a hash of the installer package preloaded on the user device; comparing the hash to a new hash of a latest version of the installer package for the remote support client application; sending the latest version of the installer package for the remote support client application along with a private key encrypted hash of the latest version of the installer package to the user device in response to the hash and the new hash being different; sending an indication that the install package on the user device is up-to-date to the device agent application on the user device in response to the hash and the new hash being identical; determining based on at least one of a device management database or a user account database that the user device qualifies for remote support in response to the request for the remote support eligibility status, the device management database including a list of user devices for which remote support client application are available, and the user account database including service plan details and a payment history of a user that affects remote support eligibility for the user device; sending an install command and a message authentication code to the user device following the user device qualifying for the remote support, the install command triggers an installation of the remote support client application on the user device from the installer package for the remote support client application, wherein the installer package comprises at least one of;
a setup file, a library file, or an installation utility for installing the remote support client application on the user device;receiving an indication that the remote support client application is installed onto the user device from the installer package, the remote support client application being installed following the device agent application validating the install command via the message authentication code; receiving an electronic authorization from the user device, prior to the user device executing the remote support client application, to start the remote support session; and sending an authorization confirmation message to the user device, wherein the user device initiates execution of the remote support client application to start the remote support session in response to the authorization confirmation message. - View Dependent Claims (20)
-
Specification