Troubleshooting remote internet users

• US 20020133575A1
• Filed: 02/20/2002
• Published: 09/19/2002
• Est. Priority Date: 02/22/2001
• Status: Abandoned Application

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Viola Networks, Ltd.
• Inventors: Horn, Lior, Yabo, Oren, Cidon, Israel
• Application Number:
  US10/079,821
• Publication Number:
  US 20020133575A1
• Time in Patent Office: Days
• US Class Current: 709/220
• CPC Class Codes: H04L 41/046 comprising network management agents or mobile agents therefor
• CPC Class Codes: H04L 41/0803 Configuration setting
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/50 Testing arrangements
• CPC Class Codes: H04L 67/34 involving the movement of software or configuration parameters network booting or remote initial program loading [RIPL] G06F9/4416
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 69/40 for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection management of faults, events, alarms or notifications in data switching networks H04L41/06
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A method for network service diagnostics includes receiving a request from a user of a computer for assistance in an activity performed by the computer. Responsive to the request, an executable program module is downloaded to the computer over a communication network, which module, when run by the computer, causes the computer to perform a diagnostic operation including sending one or more messages over the network. The messages sent by the computer while the computer is running the module are received and processed, in order to extract diagnostic information from the messages so as to diagnose a problem in the activity performed by the computer.

Claims

1. A method for network service diagnostics, comprising:

receiving a request from a user of a computer for assistance in an activity performed by the computer;

responsive to the request, downloading an executable program module to the computer over a communication network, which module, when run by the computer, causes the computer to perform a diagnostic operation including sending one or more messages over the network; and

receiving and processing the messages sent by the computer while the computer is running the module, in order to extract diagnostic information from the messages so as to diagnose a problem in the activity performed by the computer.

2. A method according to claim 1, wherein receiving the request comprises receiving a complaint from the user relating to communication over the network, and wherein receiving and processing the messages comprises testing the communication so as to determine a source of the problem.

3. A method according to claim 2, wherein receiving the complaint comprises receiving the complaint at a site operated by a provider of a service over the network, regarding the communication between the user and the site, and wherein testing the communication comprises determining whether the source of the problem is within the site.

4. A method according to claim 3, wherein downloading the executable program module comprises downloading the module from the site operated by the provider of the service to the computer.

5. A method according to claim 3, wherein downloading the executable program module comprises downloading the module from a third-party site to the computer, and wherein receiving and processing the messages comprises receiving the messages at the third-party site, and outputting a report, based on the messages, from the third-party site to the site operated by the provider of the service.

6. A method according to claim 3, wherein determining whether the source of the problem is within the site comprises deploying a plurality of traffic agents on different servers at the site, and receiving at least some of the messages sent by the computer at the different servers in order to localize the problem within the site.

7. A method according to claim 2, wherein receiving the complaint comprises receiving the complaint in connection with a software application that is used in the communication over the network, and wherein testing the communication comprises determining whether the problem is due to the application or to an element of the communication network.

8. A method according to claim 2, wherein the executable program module, when run by the computer, tests an internal function of the computer, and wherein receiving and processing the messages comprises receiving information regarding the internal function and determining, responsive to the information, whether the problem is due to the internal function of the computer.

9. A method according to claim 1, wherein downloading the executable program module comprises downloading software code capable of running on the computer without installation of the module on the computer.

10. A method according to claim 9, wherein the software code is configured to run in conjunction with a browser program on the computer.

11. A method according to claim 10, wherein the software code comprises an applet.

12. A method according to claim 1, wherein receiving and processing the messages comprises receiving one or more of the messages at a traffic agent connected to the network, and informing a test center regarding receipt of the messages.

13. A method according to claim 1, and comprising transmitting a further message from a traffic agent connected to the network to the computer while the computer is running the module, and informing a test center regarding receipt of the messages by the computer.

14. A method according to claim 1, wherein receiving and processing the messages comprises receiving one or more of the messages at a test center, wherein the one or more of the messages contain a report of the diagnostic operation performed by the computer.

16. A method according to claim 15, wherein downloading the executable program module comprises downloading software code capable of running on the computer without installation of the module on the computer.

17. A method according to claim 16, wherein the software code is configured to run in conjunction with a browser program on the computer.

18. A method according to claim 17, wherein the software code comprises an applet.

19. A method according to claim 17, wherein exchanging the messages comprises exchanging the messages in accordance with a Hypertext Transfer Protocol (HTTP), such that the test center acts as a HTTP server, while the computer acts as a HTTP client.

15. A method for computer diagnostics, comprising:

receiving a request from a user of a computer to a helpdesk operated by a supplier of a network service, for assistance in solving a problem encountered by the user in operation of the service;

reporting the request from the helpdesk to a test center;

responsive to the request, downloading an executable program module from the test center to the computer over a communication network, which module, when run by the computer, causes the computer to perform diagnostic operations including communicating over the network; and

exchanging messages between the test center and the computer while the computer is running the module, so as to select the diagnostic operations to be performed by the computer and to receive information from the computer regarding a result of the operations;

responsive to the information received from the computer, providing a report from the test center to the helpdesk indicative of a source of the problem.

20. Apparatus for computer diagnostics, comprising a test server, which is adapted to receive a report of a request from a user of a computer for assistance in an activity performed by the computer and, responsive to the request, to cause an executable program module to be downloaded to the computer over a communication network, which module, when run by the computer, causes the computer to perform a diagnostic operation including sending one or more messages over the network, and which is further adapted to receive and process at least some of the messages sent by the computer while the computer is running the module, in order to diagnose a problem in the activity performed by the computer.

21. Apparatus according to claim 20, wherein the request comprises a complaint from the user relating to communication over the network, and wherein the server is adapted to test the communication, using the messages sent by the computer, so as to determine a source of the problem.

22. Apparatus according to claim 21, wherein the complaint is received at a site operated by a provider of a service over the network, regarding the communication between the user and the site, and wherein the server is adapted to determine whether the source of the problem is within the site.

23. Apparatus according to claim 22, wherein the executable program module is downloaded from the site operated by the provider of the service to the computer.

24. Apparatus according to claim 22, wherein the server is located at a third-party site, from which the module is downloaded to the computer, and wherein the server is adapted to output a report, based on the messages, from the third-party site to the site operated by the provider of the service.

25. Apparatus according to claim 22, wherein a plurality of traffic agents are deployed on different nodes at the site, and wherein the server is adapted to direct the computer to send at least some of the messages to the different nodes in order to localize the problem within the site.

26. Apparatus according to claim 21, wherein the complaint is related to a software application that is used in the communication over the network, and wherein the server is adapted to determine whether the problem is due to the application or to an element of the communication network.

27. Apparatus according to claim 21, wherein the executable program module, when run by the computer, tests an internal function of the computer, and wherein one or more of the messages contain information regarding the internal function, and wherein the server is adapted to determine, responsive to the information, whether the problem is due to the internal function of the computer.

28. Apparatus according to claim 20, wherein the executable program module comprises software code capable of running on the computer without installation of the module on the computer.

29. Apparatus according to claim 28, wherein the software code is configured to run in conjunction with a browser program on the computer.

30. Apparatus according to claim 29, wherein the software code comprises an applet.

31. Apparatus according to claim 20, wherein the server is adapted to direct the computer to send one or more of the messages to a traffic agent connected to the network, and to receive information from the traffic agent regarding receipt of the messages.

32. Apparatus according to claim 20, wherein the server is adapted to direct a traffic agent connected to the network to send one or more of the messages to the computer, and to receive information from the computer regarding receipt of the messages.

33. Apparatus according to claim 20, wherein one or more of the messages sent by the computer contain a report from the computer to the server of the diagnostic operation performed by the computer.

35. Apparatus according to claim 34, wherein the executable program module comprises software code capable of running on the computer without installation of the module on the computer.

36. Apparatus according to claim 35, wherein the software code is configured to run in conjunction with a browser program on the computer.

37. Apparatus according to claim 36, wherein the software code comprises an applet.

38. Apparatus according to claim 35, wherein the test server is adapted to exchange the messages with the computer in accordance with a Hypertext Transfer Protocol (HTTP), such that the test center acts as a HTTP server, while the computer acts as a HTTP client.

40. A product according to claim 39, wherein the request comprises a complaint from the user relating to communication over the network, and wherein the instructions cause the server to test the communication, using the messages sent by the client computer, so as to determine a source of the problem.

41. A product according to claim 40, wherein the complaint is received at a site operated by a provider of a service over the network, regarding the communication between the user and the site, and wherein the instructions cause the server to determine whether the source of the problem is within the site.

42. A product according to claim 41, wherein the executable program module is downloaded from the site operated by the provider of the service to the client computer.

43. A product according to claim 41, wherein server is located at a third-party site, from which the module is downloaded to the client computer, and wherein the instructions cause the server to output a report, based on the messages, from the third-party site to the site operated by the provider of the service.

44. A product according to claim 41, wherein a plurality of traffic agents are deployed on different nodes at the site, and wherein the instructions cause the server to direct the client computer to send at least some of the messages to the different nodes in order to localize the problem within the site.

45. A product according to claim 40, wherein the complaint is related to a software application that is used in the communication over the network, and wherein the instructions cause the server to determine whether the problem is due to the application or to an element of the communication network.

46. A product according to claim 40, wherein the executable program module, when run by the client computer, tests an internal function of the client computer, and wherein one or more of the messages contain information regarding the internal function, and wherein the instructions cause the server to determine, responsive to the information, whether the problem is due to the internal function of the client computer.

47. A product according to claim 39, wherein the executable program module comprises software code capable of running on the client computer without installation of the module on the client computer.

48. A product according to claim 47, wherein the software code is configured to run in conjunction with a browser program on the client computer.

49. A product according to claim 48, wherein the software code comprises an applet.

50. A product according to claim 39, wherein the instructions cause the server to direct the client computer to send one or more of the messages to a traffic agent connected to the network, and to receive information from the traffic agent regarding receipt of the messages.

51. A product according to claim 39, wherein the instructions cause the server to direct a traffic agent connected to the network to send one or more of the messages to the client computer, and to receive information from the client computer regarding receipt of the messages.

52. A product according to claim 39, wherein one or more of the messages sent by the client computer contain a report from the client computer to the server of the diagnostic operation performed by the computer.

34. Apparatus for computer diagnostics, comprising:

a helpdesk server, which is adapted to receive an indication from a helpdesk operated by a supplier of a network service of a request from a user of a computer for assistance in solving a problem encountered by the user in operation of the service;

a test agent download server, which is adapted, responsive to the request, to download an executable program module to the computer over a communication network, which module, when run by the computer, causes the computer to perform diagnostic operations including communicating over the network; and

a test server, which is adapted to exchange messages with the computer while the computer is running the module, so as to select the diagnostic operations to be performed by the computer and to receive information from the computer regarding a result of the operations,

wherein responsive to the information received from the computer, the helpdesk server provides a report to the helpdesk indicative of a source of the problem.

39. A computer software product, comprising a computer-readable medium in which program instructions are stored, which instructions, when read by a computer server, cause the server, responsive to receiving a report of a request from a user of a client computer for assistance in an activity performed by the client computer, to cause an executable program module to be downloaded to the client computer over a communication network, which module, when run by the client computer, causes the client computer to perform a diagnostic operation including sending one or more messages over the network, the instructions further causing the server to receive and process at least some of the messages sent by the client computer while the client computer is running the module, in order to diagnose a problem in the activity performed by the client computer.

53. A computer software product, comprising a computer-readable medium in which program instructions are stored, which instructions, when read by a set of one of more computer servers, cause the servers to receive an indication, from a helpdesk operated by a supplier of a network service, of a request from a user of a client computer for assistance in solving a problem encountered by the user in operation of the service, and further cause the servers, responsive to the request, to download an executable program module to the client computer over a communication network, which module, when run by the client computer, causes the computer to perform diagnostic operations including communicating over the network, and further cause the servers to exchange messages with the client computer while the client computer is running the module, so as to select the diagnostic operations to be performed by the client computer and to receive information from the client computer regarding a result of the operations, and responsive to the information received from the client computer, to provide a report to the helpdesk indicative of a source of the problem.

54. A product according to claim 53, wherein the executable program module comprises software code capable of running on the client computer without installation of the module on the computer.

55. A product according to claim 54, wherein the software code is configured to run in conjunction with a browser program on the computer.

56. A product according to claim 55, wherein the software code comprises an applet.

57. A product according to claim 55, wherein the instructions cause the servers to exchange the messages with the client computer in accordance with a Hypertext Transfer Protocol (HTTP), such that the servers act as a HTTP server, while the client computer acts as a HTTP client.