Method and system for automated technical support for computers

• US 20040128496A1
• Filed: 08/07/2003
• Published: 07/01/2004
• Est. Priority Date: 10/06/1999
• Status: Active Grant

• Current Assignee: Gary D. Huber, James Van Artsdalen, Krishnamurthy Venkatramani, Roy W. Stedman, Thomas Vrhel Jr
• Original Assignee: Gary D. Huber, James Van Artsdalen, Krishnamurthy Venkatramani, Roy W. Stedman, Thomas Vrhel Jr
• Inventors: Huber, Gary D., Venkatramani, Krishnamurthy, Stedman, Roy W., Vrhel, Thomas Jr., Artsdalen, James Van
• Granted Patent: US 7,543,183 B2
• Time in Patent Office: Days
• US Class Current: 713/2
• CPC Class Codes: G06F 11/0757 by exceeding a time limit, i.e. time-out, e.g. watchdogs

Abstract

A method and system for automated support in a computer system. The computer system has a service button, and pressing of the service button causes a bit to be set in a register in the chip set. Setting of the bit generates an interrupt signal that is received and processed in a manner dependent on whether the computer system is in a booting state or a non-booting state. If the computer system is in a booting state, the bit is checked at a predetermined point in the booting sequence, and if set, a service application is initiated at that time. If the computer is not in a booting state, a second interrupt is generated, causing the service application to be initiated. A timer is initiated substantially with pressing of the service button, and if the service application reaches a predetermined point before the timer reaches a predetermined value, it will clear the timer. If not, the system will follow a predetermined reboot protocol.

Claims

1. A computer system, comprising:

a processor;

a memory;

a first external button that when pushed is operable to initiate a reset of the processor,

a second external button that when pushed is operable to initiate an application for providing technical support for the computer system.

2. The computer system of claim 1, wherein the application for providing technical support for the computer is able to be initiated without respect to the operating state of the computer system.

3. The computer system of claim 1, wherein the application for providing technical support for the computer is able to be initiated without respect to whether the computer system is in a booting or non-booting state.

4. A method for providing technical support to a computer system, comprising the step of:

providing a computer system, the computer system comprising,

a processor;

a memory;

a first external button that when pushed is operable to initiate a reset of the processor;

a second external button that when pushed is operable to initiate a technical support program.

5. The method for providing technical support to a computer system of claim 4, wherein the technical support program is operable to be initiated without respect to the operating state of the computer system.

6. The method for providing technical support to a computer system of claim 4, wherein the technical support program is operable to be initiated without respect to whether the computer system is in a booting or non-booting state.

7. The method for providing technical support to a computer system of claim 4, further comprising the step of preventing additional pushes of the second external button from interfering with the initiation of or restarting the initiation of the technical support program.

8. The method for providing technical support to a computer system of claim 4, further comprising the step of setting an interrupt in the computer system when the technical support program is initiated.

9. The method for providing technical support to a computer system of claim 8, further comprising the step of clearing the interrupt only after the technical support program has been successfully started.

10. The method for providing technical support to a computer system of claim 9, further comprising the steps:

setting a timer in the computer system following the step of pushing the second external button, the timer having an expiration;

determining whether the technical support program has been successfully started before the expiration of the timer; and

booting the computer if the technical support program is not successfully started before the expiration of the timer.

11. A method for initiating a technical support program in a computer system, the computer system including a first external button that when pressed is operable to reset the processor of the computer system, comprising the step of:

initiating a technical support program by pushing a second button, wherein the technical support program is operable to be initiated without respect to the operating state of the computer system.

12. The method for initiating a technical support program of claim 11, wherein the technical support program is operable to be initiated whether the computer system is in a booting or non-booting state.

13. The method for initiating a technical support program of claim 11, further comprising the step of preventing additional pushes of the second external button from interfering with the initiation of the technical support program.

14. The method for initiating a technical support program of claim 11, further comprising the steps of:

setting an interrupt in the computer system when the technical support program is initiated; and

preventing the clearing of the interrupt until the technical support program has been successfully started.

15. A data processing system, comprising:

a processor;

a first external button that when pressed initiates a reset of the processor;

a second external button that when pressed initiates a technical support program without reference to the operating state of the data processing system.

16. The data processing system of claim 15, wherein the technical support program is operable to be initiated by the pressing of the second external button whether the data processing system is in a booting or non-booting state.

17. The data processing system of claim 16, further comprising an interrupt handler that is operable to set an interrupt on the initiation of the technical support program and wherein the interrupt is not cleared until the technical support program is successfully started.

18. The data processing system of claim 17, wherein the

further comprising a timer that is set when the second external button is pressed;

and

wherein the data processing system is reset if the technical support program is not successfully started before the expiration of the timer.

19. A method for providing technical support in a data processing system, comprising the steps of:

providing a data processing system having,

a first external button operable to initiate a reset of the processor of the data processing system; and

a second external button operable to initiate a technical support program;

pressing the second external button to initiating the technical support program;

running the technical support program to provide technical support for the data processing system.

20. The method for providing technical support of claim 19, wherein the step of running the technical support program comprises the step of running the technical support program to provide technical support for the data processing system whether the data processing system is in a booting or a non-booting state.