On-demand or dynamic diagnostic and recovery operations in conjunction with a support service

• US 10,394,633 B2
• Filed: 09/30/2016
• Issued: 08/27/2019
• Est. Priority Date: 09/30/2016
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Patil, Nagaraj, Nallabothula, Kiran, Nica, Doru, Misra, Himanshu, Wu, Minjun, Bhuthpur, Raghavendra, Rangam, Sathish Kumar Venkat, Busam, Srihari, Palla, Nagaraju
• Primary Examiner(s): Riad, Amine
• Application Number:
  US15/283,234
• Publication Number:
  US 20180095847A1
• Time in Patent Office: 1,061 Days
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

An assistance service through its local client application or agent at a user'"'"'s device hardware and software environment information and monitor a health of one or more applications. Upon detecting an issue or being activated by the user, the assistance service may perform diagnostic and/or recovery actions. If predefined or dynamically determined recovery actions are inadequate to address the issue, the assistance service may engage a support service providing collected user device environment information and received server environment information to the support service. A history of attempted recovery actions and diagnostic results may also be provided. The assistance service may, through a user interface of its local, client or agent, facilitate communication with the supports service and perform recovery actions, suggested by the support service providing feedback to the support service. When needed, the assistance service may rollback a version of locally installed or server-side applications to address the issue.

Claims

1. A method to provide on-demand, dynamic diagnostic and recovery operations in conjunction with a support service, the method comprising:

collecting hardware and software environment information associated with a user device at an assistance client application executed on the user device, wherein at least some of the hardware and software environment information being collected is received from an operating system executed on the user device;

receiving, at the assistance client application executed on the user device, hardware and software environment information associated with one or more servers from the one or more servers executing a hosted service, wherein a component of the hosted service is executed on the user device;

in response to exhausting a set of automatic diagnostic and recovery actions associated with the component of the hosted service, engaging the support service;

providing the collected hardware and software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers to the support service;

automatically facilitating a communication between a user associated with the user device and an operator of the support service through the assistance client application based on one or more contact preferences of the user; and

performing one or more diagnostic and recovery actions on one or more of the component of the hosted service and the user device instructed by the operator of the support service.

2. The method of claim 1, further comprising:

engaging the support service in response to a user request.

3. The method of claim 1, further comprising:

receiving one or more communication preferences from the user; and

providing the one or more communication preferences to the support service.

4. The method of claim 3, wherein the one or more communication preferences include a timing and a modality of communication with the user.

5. The method of claim 1, wherein the collected hardware and software environment information associated with the user device includes one or more of a memory capacity, a storage capacity, a processor capacity, a network connectivity, an operating system configuration, and state data of one or more applications executed on the user device.

6. The method of claim 1, wherein the received hardware and software environment information associated with the one or more servers includes one or more, of:

a memory capacity, a storage capacity, a processor capacity, a network connectivity, an operating system configuration, and one or more components of the hosted service.

7. The method of claim 1, wherein providing the collected hardware and software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers to the support service comprises:

providing one or more of raw data, tabulated data, and analysis results.

8. The method of claim 1, wherein providing the collected hardware and software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers to the support service further comprises:

providing one or more inferences made at an assistance service based on the collected hardware and software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers.

9. The method of claim 1, further comprising:

providing a notification to the user prior to or while performing the one or more diagnostic and recovery actions instructed by the operator of the support service.

10. A computing device to provide on-demand or dynamic diagnostic and recovery operations in conjunction with a support service, the computing device comprising:

a communication interface configured to facilitate communication between the computing device and one or more servers;

a memory configured to store instructions; and

one or more processors coupled to the memory, wherein the one or more processors, in conjunction with the instructions stored in the memory, are configured to execute a productivity service, the productivity service comprising;

one or more productivity applications and an assistance application, wherein the assistance application is configured to;

collect, hardware and software environment information associated with a user device at an assistance client application executed on the user device, wherein at least some of the hardware and software environment information being collected is received from an operating system executed on the user device;

receive, at the assistance client application executed on the user device, hardware and software environment information associated with one or more servers from the one or more servers executing a productivity service, wherein a component of the productivity service is executed on the user device;

in response to a user action or exhausting a set of automatic diagnostic and recovery actions associated with the component of the productivity service, engage the support service;

provide the collected hardware and software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers to the support service;

automatically facilitate a communication between a user associated with the user device and an operator of the support service through the assistance client application based on one or more contact preferences of the user according to a communication preference received from the user; and

perform one or more diagnostic and recovery actions on one or more of the component of the productivity service and the user device instructed by the operator of the support service.

11. The computing device of claim 10, wherein the assistance application is further configured to:

facilitate the communication employing one or more modalities through a user interface of the assistance application.

12. The computing device of claim 10, wherein the assistance application is further configured to:

facilitate the communication employing one or more modalities through a user interface of a communication application within the productivity service.

13. The computing device of claim 10, wherein the assistance application is further configured to:

rollback one of a component of the productivity service and an application on the user device to a previous version.

14. The computing device of claim 10, wherein the assistance application is further configured to:

rollback a configuration of the productivity service and a configuration of an application on the user device to a previous version.

15. The computing device of claim 10, wherein the productivity service includes one or more of a word processing application, a spreadsheet application, a presentation application, a note taking application, a communication application, and a calendar application.

16. A physical computer-readable hardware device with instructions stored thereon to provide on-demand, dynamic diagnostic and recovery operations in conjunction with a support service, the instructions comprising:

collecting hardware and software environment information associated with a user device at an assistance client application executed on the user device, wherein at least some of the hardware and software environment information being collected is received from an operating system executed on the user device;

receiving, at the assistance client application executed on the user device, hardware and software environment information associated with one or more servers from the one or more servers executing a hosted service, wherein a component of the hosted service is executed on the user device;

in response to a user action or exhausting a set of automatic diagnostic and recovery actions associated with the component of the hosted service, engaging the support service;

providing the collected hardware and, software environment information associated with the user device and the received hardware and software environment information associated with the one or more servers to the support service;

automatically facilitating a communication between a user associated with the user device and an operator of the, support service through the assistance client application based on one or more contact preferences of the user according to a communication preference received from the user;

performing one or more diagnostic and recovery actions on one or more of the component of the hosted service and the user device instructed by the operator of the support service; and

performing a rollback one of a component of the hosted service and an application on the user device to a previous version or configuration.

17. The physical computer-readable hardware device of claim 16, wherein the instructions further comprise:

providing feedback to the support service associated with the performed one or more diagnostic and recovery actions instructed by the operator of the support service.

18. The physical computer-readable hardware device of claim 16, wherein the instructions are executed at the user device by a component of an assistance service.

19. The physical computer-readable hardware device of claim 18, wherein the component of the assistance service is one of a locally installed application and a web application.

20. The physical computer-readable hardware device of claim 16, wherein the assistance service is one of an independent service and part of the hosted service.