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Remote support installation mechanism

  • US 10,228,926 B2
  • Filed: 01/28/2016
  • Issued: 03/12/2019
  • Est. Priority Date: 01/28/2016
  • Status: Active Grant
First Claim
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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.

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