Mobile communication device diagnostic client and error remediation sharing

• US 10,291,498 B1
• Filed: 11/14/2017
• Issued: 05/14/2019
• Est. Priority Date: 11/14/2017
• Status: Active Grant

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Gailloux, Michael A., Gavin, Brian A.
• Primary Examiner(s): Sarwar, Babar
• Application Number:
  US15/812,634
• Time in Patent Office: 546 Days
• CPC Class Codes: H04L 41/0654 using network fault recovery ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 43/065 related to network devices
• CPC Class Codes: H04L 43/0811 by checking connectivity
• CPC Class Codes: H04W 24/08 Testing, supervising or monitoring using real traffic
• CPC Class Codes: H04W 4/00 Services specially adapted for wireless communication networks; Facilities therefor
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/50 Service provisioning or reconfiguring
• CPC Class Codes: H04W 4/80 Services using short range communication, e.g. near-field communication [NFC], radio-frequency identification [RFID] or low energy communication

Abstract

A method of diagnosing performance shortfalls of a mobile communication device and providing a recommended remediation action. The method comprises collecting performance information by a diagnostic client application executing on a mobile communication device, where the performance information is related to a performance of the mobile communication device, transmitting the performance information by the diagnostic client application via a radio transceiver of the mobile communication device to a diagnostic server application executing on a computer system separate from the mobile communication device, analyzing the performance information by the diagnostic client application, based on analyzing the performance information, determining by the diagnostic client application that an action trigger criteria matches at least some of the performance information, and, based on the match between performance information and the action trigger criteria, performing a remediation action defined for the action trigger criteria.

Claims

1. A method of diagnosing performance shortfalls of a mobile communication device and providing a recommended remediation action, comprising:

collecting performance information by a diagnostic client application executing on a mobile communication device, where the collected performance information is related to a performance of the mobile communication device;

transmitting the collected performance information by the diagnostic client application via a radio transceiver of the mobile communication device to a diagnostic server application executing on a computer system separate from the mobile communication device;

receiving action trigger criteria-remediation pairs by the diagnostic client application from the diagnostic server application, where the trigger criteria-remediation pairs are determined by the diagnostic server application based on analyzing performance information of a plurality of mobile communication devices transmitted to the diagnostic server application by the plurality of mobile communication devices and identifying event data patterns in the performance information of the plurality of mobile communication devices;

analyzing the collected performance information by the diagnostic client application;

based on analyzing the collected performance information, determining by the diagnostic client application that an action trigger criteria identified in one of the received action trigger criteria-remediation pairs matches at least some of the collected performance information; and

based on the match between the at least some of the collected performance information and the action trigger criteria, performing a remediation action defined for the action trigger criteria.

2. The method of claim 1, wherein the mobile communication device is one of a mobile phone, a smart phone, a personal digital assistant (PDA), a wearable computer, a headset computer, a media player, a laptop computer, a notebook computer, or a tablet computer.

3. The method of claim 2, wherein the mobile communication device can establish a wireless communication link with a cell site according to one of a long term evolution (LTE), a code division multiple access (CDMA), a global system for mobile communication (GSM), or a worldwide interoperability for microwave access (WiMAX) wireless communication protocol.

4. The method of claim 1, wherein the collected performance information comprises how long it takes for web pages to download to the mobile communication device, how long it takes data to be transmitted by or received by the mobile communication device, a battery temperature of the mobile communication device, a memory utilization of the mobile communication device, an identification of one or more applications installed on the mobile communication device, a number of picture files stored in the memory and the file size of the pictures stored in the memory of the mobile communication device, a rate of data connection disconnections, and a rate of GPS receive disconnects.

5. The method of claim 1, wherein the collected performance information comprises diagnostic test results, where the results are associated with a diagnostic test executed on the mobile communication device.

6. The method of claim 1, wherein the collected performance information comprises device location, date, and time.

7. The method of claim 1, wherein the remediation performed is to present a message recommending replacement of a radio chip of the mobile communication device.

8. A method of diagnosing performance shortfalls of a mobile communication device and providing a recommended remediation action, each step of the method performed by a diagnostic application executing on a computer system, the method comprising:

analyzing performance information collected by a plurality of mobile communication devices;

based on analyzing the performance information of the plurality of mobile communication devices, identifying event data patterns in the performance information of the plurality of mobile communication devices, where at least some of the event data patterns are associated with a particular brand and model of mobile communication device;

based on analyzing remediation reports associated with the performance information of the plurality of mobile communication devices, identifying at least one remediation recommendation for at least one event data pattern associated with the particular brand and model of mobile communication device;

define an action trigger criteria-remediation pair for the particular brand and model of mobile communication device based on the analysis of the performance information of the plurality of mobile communication devices and the analysis of the remediation reports; and

transmitting the defined action trigger criteria-remediation pair comprising a remediation recommendation and a corresponding definition of an action trigger criteria to a plurality of mobile communication devices of the particular brand and model associated with the event data pattern, where the action trigger criteria comprises the event data pattern.

9. The method of claim 8, wherein each of the plurality of mobile communication devices is one of a mobile phone, a smart phone, a personal digital assistant (PDA), a wearable computer, a headset computer, a media player, a laptop computer, a notebook computer, or a tablet computer.

10. The method of claim 8, wherein one remediation recommendation is changing a resolution setting of a camera of a mobile communication device and a corresponding definition of an action trigger is a number of picture files above a threshold number stored on the mobile communication device.

11. The method of claim 8, wherein one remediation recommendation is sending a mobile communication device to have a screen replaced and a corresponding definition of an action trigger is a pattern of multiple swipes to transmit a swipe input to the mobile communication device.

12. The method of claim 8, wherein one remediation recommendation is deleting applications from a mobile communication device and a corresponding definition of an action trigger is a pattern of slow web page downloads and slow data reception.

13. The method of claim 8, wherein one remediation recommendation is sending a mobile communication device to have a radio chip replaced and a corresponding definition of an action trigger is a frequency of loss of connectivity of a GPS receiver and a frequency of loss of data connectivity and a specific identity of a brand and model of mobile communication device.

14. The method of claim 8, wherein the performance information of each mobile communication device of the plurality of mobile communication devices comprises how long it takes for web pages to download to the mobile communication device, how long it takes data to be transmitted by or received by the mobile communication device, a battery temperature of the mobile communication device, a memory utilization of the mobile communication device, an identification of one or more applications installed on the mobile communication device, a number of picture files stored in the memory and the file size of the pictures stored in the memory of the mobile communication device, a rate of data connection disconnections, and a rate of GPS receive disconnects.

15. A method of diagnosing performance shortfalls of a mobile communication device and providing a recommended remediation action, each step of the method performed by a diagnostic application executing on a computer system, the method comprising:

analyzing performance information collected by a plurality of mobile communication devices;

based on analyzing the performance information of the plurality of mobile communication devices, identifying a provisional event data pattern in the performance information associated with some of the plurality of mobile communication devices of a particular brand and model of mobile communication device;

sending a request to capture and return custom specified performance information related to the provisional event data pattern to mobile communication devices of the particular brand and mode of mobile communication device;

analyzing performance information collected and returned by the mobile communication devices of the particular brand and mode of mobile communication device in response to the request to capture and return custom specified performance information;

based on analyzing the information collected in response to the request to capture and return the custom specified performance information, validating the provisional event data pattern as an event data pattern;

define an action trigger criteria-remediation pair for the particular brand and model of mobile communication device based on the analysis of the performance information collected and returned by the mobile communication devices of the particular brand and mode of mobile communication device; and

transmitting the defined action trigger criteria-remediation pair comprising a remediation recommendation and a corresponding definition of an action trigger criteria to the mobile communication devices of the particular brand and model, where the action trigger criteria comprises the event data pattern.

16. The method of claim 15, wherein the performance information of each mobile communication device of the plurality of mobile communication devices comprises how long it takes for web pages to download to the mobile communication device, how long it takes data to be transmitted by or received by the mobile communication device, a battery temperature of the mobile communication device, a memory utilization of the mobile communication device, an identification of one or more applications installed on the mobile communication device, a number of picture files stored in the memory and the file size of the pictures stored in the memory of the mobile communication device, a rate of data connection disconnections, and a rate of GPS receive disconnects.

17. The method of claim 16, wherein one remediation recommendation is deleting applications from a mobile communication device and a corresponding definition of an action trigger is a pattern of slow web page downloads and slow data reception.

18. The method of claim 15, wherein each of the plurality of mobile communication devices is one of a mobile phone, a smart phone, a personal digital assistant (PDA), a wearable computer, a headset computer, a media player, a laptop computer, a notebook computer, or a tablet computer.

19. The method of claim 18, wherein one remediation recommendation is sending a mobile communication device to have a radio chip replaced and a corresponding definition of an action trigger is a frequency of loss of connectivity of a GPS receiver and a frequency of loss of data connectivity and a specific identity of a brand and model of mobile communication device.

20. The method of claim 15, wherein one remediation recommendation is sending a mobile communication device to have a screen replaced and a corresponding definition of an action trigger is a pattern of multiple swipes to transmit a swipe input to the mobile communication device.