System and method for remote servicing of embedded devices

• US 20040073654A1
• Filed: 09/30/2002
• Published: 04/15/2004
• Est. Priority Date: 09/30/2002
• Status: Active Grant

• Current Assignee: Sony Corporation (Sony Group Corp.)
• Original Assignee: Sony Ericsson Mobile Communications AB (Sony Group Corp.)
• Inventors: Sarma, Srinivas G.
• Granted Patent: US 7,904,527 B2
• Time in Patent Office: Days
• US Class Current: 709/224
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

A service system permits remote personnel to service a local embedded device. In an exemplary application, the device being diagnosed communicates with a local computer system that interfaces to a remote computer system via, for example, the Internet. A service program may be downloaded to the local computer system that enables diagnostic interaction with the device by the remote computer system. In some instances, the device is automatically queried for model number and/or other identifying information such that the service program is matched to the particular device being diagnosed. In other embodiments, a local user might, for example, visit a designated Web page, enter identifying information, and the appropriate diagnostic program, such as a JAVA applet, downloads to the local system. The downloaded applet may be used by the remote computer system to, for example, query the device, control its operation, re-program it, receive real-time operational data, etc.

Claims

1. A method of remotely diagnosing a mobile device, the method comprising:

communicatively connecting the mobile device to a local computer system having a memory;

connecting the local computer system to a remote computer system via a communication network;

loading an application into the memory of said local computer system that enables remote access to said mobile device by said remote computer system through said local computer system;

transmitting commands and data between said embedded system and said remote computer system for diagnostic testing; and

sending diagnostic feedback from the remote computer system to the local computer system for display to an operator of the local computer system.

2. The method of claim 1 wherein loading an application into the memory of said local computer system comprises downloading said application from the remote computer system to the local computer system.

3. The method of claim 2 further comprising selecting a diagnostic program to be downloaded to said local computer system from a plurality of diagnostic programs.

4. The method of claim 3 wherein selecting a diagnostic program to be downloaded to said local computer system from a plurality of diagnostic programs comprises transmitting identification data identifying the mobile device from said local computer system to said remote computer system, and selecting a diagnostic program based on said identification data.

5. The method of claim 3 wherein selecting a diagnostic program to be downloaded to said local computer system from a plurality of diagnostic programs comprises transmitting data identifying a problem with the mobile device from said local computer system to said remote computer system, and selecting a diagnostic program based on said data identifying the problem.

6. A method of supporting remote service of embedded systems, the method comprising:

receiving a service request at a remote computer system linked via computer network to a local computer system originating the service request, and wherein the local computer is communicatively coupled to an embedded device for which diagnostics are desired;

interacting with the embedded device from the remote computer system responsive to the service request; and

providing service feedback to the local computer system based on interacting with the embedded device.

7. The method of claim 6, wherein the service request includes device identification information, and wherein interacting with the embedded device from the remote computer system responsive to the service request comprises:

selecting service software for the embedded device based on the device identification information, wherein the service software enables remote access and control of the embedded device from the remote computer system; and

transferring the service software to the local computer system via the computer network for execution by the local computer system.

8. The method of claim 7, wherein the computer network comprises the Internet, and wherein receiving a service request at a remote computer system comprises receiving a Web-based request.

9. The method of claim 8, wherein transferring the service software to the local computer system comprises transferring an executable applet via the Internet to local computer system.

10. The method of claim 8, wherein providing service feedback to the local computer system based on interacting with the embedded device comprises transferring service information to the local computer system for display to an operator of the local computer system.

11. The method of claim 8, wherein the service software provides interactive communication between the local computer system and the remote computer system, such that operators of the local and remote computer system can communicate in support of servicing the embedded device.

12. The method of claim 6, wherein interacting with the embedded device from the remote computer system responsive to the service request is based on executing a first service program on the local computer system that enables access to and control of the embedded device, and executing a second service program on the remote computer system that interacts with the first service program.

13. The method of claim 12, further comprising transferring the first service program to the local computer system responsive to receiving the service request.

14. The method of claim 13, further comprising selecting the service program from among a plurality of service programs based on device identification information included in the service request.

15. The method of claim 13, wherein receiving the service request comprises receiving a Web-based request originated from a Web browser application executing on the local computer system.

16. The method of claim 6, wherein the method of supporting remote service of embedded systems comprises a Web-based service system, and wherein receiving a service request at the remote computer system comprises receiving a Web-based service request at a Web server associated with the remote computer system.

17. The method of claim 16, wherein interacting with the embedded device from the remote computer system comprises interacting with the embedded device from the remote computer system via the Internet.

18. The method of claim 6, wherein providing service feedback to the local computer system based on interacting with the embedded device comprises providing a service report for display on the local computer system.

19. The method of claim 6, further comprising:

transferring service cost information to the local computer system in advance of the step of interacting with the embedded device;

selectively performing the step of interacting with the embedded device based on whether a payment indication is received.

20. The method of claim 19, wherein transferring service cost information to the local computer system comprises:

transferring a Web-based form of service costs; and

receiving return form information indicating the service costs approved by a user of the local computer system and a method of payment.

21. The method of claim 6, wherein receiving the service request comprises receiving identification information from the local computer system at the remote computer system via the Internet.

22. The method of claim 21, wherein receiving the identification information via the Internet comprises receiving data entered into the local computer system by a user of the local computer system.

23. The method of claim 22, further comprising providing a Web server function in association with the remote computer system and transferring Web page information to a Web browser hosted by the local computer system such that the user of the local computer system enters the data into a Web page displayed by the local computer system.

24. The method of claim 6, wherein interacting with the embedded device is based on transferring a selected diagnostic application to the local computer system via the Internet.

25. The method of claim 24, wherein sending the diagnostic application to the local computer system via the Internet comprises transferring a downloadable applet to the local computer system responsive to a user of the local computer system accessing a defined URL via the Internet.

26. The method of claim 6, wherein the embedded device comprises a wireless communication device, and wherein interacting with the embedded device from the remote computer system comprises retrieving diagnostic data from the wireless communication device related to operation of the wireless communication device in an associated wireless communication network.

27. The method of claim 26, wherein retrieving diagnostic data from the wireless communication device comprises receiving real-time operating data from the wireless communication device.

28. The method of claim 26, wherein retrieving diagnostic data from the wireless communication device comprises receiving one or more operating logs stored in the wireless communication device.

29. The method of claim 6, wherein the interacting with the embedded device from the remote computer system comprises transferring program code to the embedded device to update operating code of the embedded device.

30. The method of claim 6, wherein the embedded device comprises a wireless communication device and the local computer system comprises a portable computer having a wireless connection to the Internet, and further comprising streaming data related to operation of the wireless communication device within a supporting wireless network to the remote computer system.

31. The method of claim 30, further comprising moving the wireless communication device and portable computer to one or more desired locations within the supporting wireless network to collect the data specifically for the one or more desired locations.

32. A system for providing remote service of embedded devices, the system comprising:

a local computer system including first and second communication interfaces for communicating with an embedded device and a computer network, respectively, and further including a memory for storing a first service program and a processor for executing the first service program;

a remote computer system including a first communication interface for communicating with the local computer system via the computer network, and further including a memory for storing a second service program and a processor for executing the second service program; and

said first service program executing on the local computer system enabling the second service program executing on the remote computer system to interact with the embedded device via the computer network.

33. The system of claim 32, further comprising a Web server associated with the remote computer system, and wherein the Web server hosts a Web page through which an operator of the local system initiates remote service of the embedded device.

34. The system of claim 32, further comprising a database of service programs, and wherein the first service program comprises a selected one of the service programs transferred to the local computer system by the remote computer system.

35. The system of claim 34, wherein the embedded device comprises a wireless communication device, and further wherein the database of service programs comprises different diagnostic programs corresponding to different types of wireless communication devices.

36. The system of claim 32, wherein the second service program provides display output on the remote computer system to display selected data sent by the local computer system.

37. The system of claim 36, wherein the first service program provides an operator interface allowing an operator of the local computer system to enter data associated with servicing the embedded device.

38. The system of claim 37, wherein the first service program transfers data entered by the operator of the local computer system to the remote computer system.

39. The system of claim 32, wherein the first and second service programs generate interactive screens at the local and remote computer systems, respectively, thereby allowing interaction between operators of the local and remote computer systems in support of servicing the embedded device.

40. The system of claim 32, wherein the first service program comprises a diagnostic program transferred from the remote computer system to the local computer system.

41. The system of claim 40, wherein the diagnostic program comprises a JAVA applet.