Product support connected error reporting

• US 20050081108A1
• Filed: 10/10/2003
• Published: 04/14/2005
• Est. Priority Date: 10/10/2003
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Shabalin, Rostislav
• Granted Patent: US 7,571,355 B2
• Time in Patent Office: Days
• US Class Current: 714/38
• CPC Class Codes: G06F 11/263 Generation of test inputs, e.g. test vectors, patterns or sequences ; with adaptation of the tested hardware for testability with external testers

Abstract

Methods are described for solving the problems associated with error messages by providing methods for unique identification of error messages to allow for resolving one or several messages to information, such as a knowledge base article. The methods include a method for reporting errors by generating an error message box upon determination that an error occurred, displaying the error message box to a user and allowing a user to interact with the error message box by selecting a universal resource locator (URL) in the error message box to connect to product support. The user can cause passing of a string to product support including an error message identifier to enable a search to match the error message identifier to information concerning the error. The information could be information about the error or a bug submission form for assisting product support to isolate a new error in the application.

Claims

1. A method for reporting errors in an application, the method comprising:

generating an error message box upon determination that an error occurred;

displaying the error message box;

connecting to product support in response to selection of a universal resource locator (URL) in the error message box; and

passing a string to product support, the string including an error message identifier corresponding to information concerning the error.

2. The method of claim 1 wherein the errors are automatically resolved to corresponding documentation.

3. The method of claim 1 further comprising:

matching the error message identifier to information concerning the error.

4. The method of claim 1 further comprising:

receiving information from product support in response to the passing of the string.

5. The method of claim 1 wherein the string includes one or more of a vendor name, a product name, an image of the application state, the error message identifier, and a language appropriate for the application, the string enabling interaction between a user and product support via an application programming interface.

6. The method of claim 1 wherein the error message box is a graphical user interface including a link to URL that can be activated by a user to connect to product support.

7. The method of claim 6 wherein the graphical user interface further includes a title, the link and a button for the user to acknowledge the error.

8. A computer readable medium on which is stored a function responsive to a determination that an error occurred in an application, the function comprising:

a first parameter representing a unique error message identifier, the unique error message identifier configured to enable product support to match the unique error message identifier

with information concerning the error;

a second parameter representing a title for the an error message;

a third parameter representing one or more arguments for a string associated with the error message; and

executable software adapted to receive the first, second and third parameters and generate an error message box.

9. An application program interface (API) embodied on one or more computer readable media, comprising:

a first parameter related to a vendor identifier;

a second parameter related to a product identifier;

a third parameter related to a application capable of experiencing an error condition; and

a fourth parameter related to a unique error message identifier, the unique error message identifier configured to be passed via the API, the API receiving and passing the unique error message identifier and product support receiving the unique error message identifier to match to information concerning the error condition.

10. The API of claim 9 wherein product support parses a string including one or more of the parameters, the parsing including:

determining whether the vendor identifier identifies a supported vendor;

determining whether the product identifier identifies a supported product;

determining whether a version of the application is supported by product support;

if the vendor, product and version of the application are supported, performing a search using the unique error message identifier, the search in a database of articles concerning errors to identify a cause for the error condition.

11. The API of claim 10 wherein product support terminates parsing if one or more of the vendor, product or version identifiers do not identify a supported vendor, product or version.

12. A method for handling reports of an error condition, the method providing:

receiving an error message created by an application in response to an error condition in the application;

hierarchically parsing a string included in the error message, the string including an error message identifier and one or more of a vendor identifier, a product identifier, an application identifier and a language identifier;

performing a search in a database of error information to match the error message identifier with error information in the database to determine a cause for the error condition and a remedy for the error condition; and

returning results of the search.

13. The method of claim 12 further comprising:

if the results of the search are a null condition, returning contact information to enable a user to contact product support for further actions.

14. The method of claim 13 wherein a user is provided with a form, fields in the form capable of being loaded via the error message.

15. The method of claim 13 wherein a null condition indicates an unpredicted error indicative of a problem in the application.

16. A computer readable medium having computer-executable instructions for handling reports of an error condition, the computer-executable instructions performing acts comprising:

receiving an error message created by an application in response to an error condition in the application;

hierarchically parsing a string included in the error message, the string including an error message identifier and one or more of a vendor identifier, a product identifier, an

application identifier and a language identifier;

performing a search in a database of error information to match the error message identifier with error information in the database to determine a cause for the error condition and a remedy for the error condition; and

returning results of the search.

17. The computer readable medium of claim 16 wherein the receiving the error message is via a user activating a link to a universal resource locator shown on an error message box that appears following an error condition.

18. The computer readable medium of claim 16 wherein the results of the search are displayed to a user that experienced the error condition.

19. The computer readable medium of claim 16 wherein the string is parsed hierarchically, so that the search is not performed unless parameters are verified.

20. A computer readable medium having stored therein instructions for performing acts for creating an error message, the acts comprising:

generating an error message box upon determination that an error occurred;

displaying the error message box;

connecting to product support in response to selection of a universal resource locator (URL) in the error message box; and

passing a string to product support, the string including an error message identifier corresponding to information concerning the error.

21. The computer readable medium of claim 20 wherein the errors are automatically resolved to corresponding documentation.

22. The computer readable medium of claim 20, the acts further comprising:

matching the error message identifier to information concerning the error.

23. The computer readable medium of claim 20, the acts further comprising:

receiving information from product support in response to the passing of the string.

24. The computer readable medium of claim 20 wherein the string includes one or more of a vendor name, a product name, an image of the application, the error message identifier, and a language appropriate for the application, the string enabling interaction between a user and product support via an application programming interface.

25. The computer readable medium of claim 20, wherein the error message box is a graphical user interface including a link to URL that can be chosen by the user.

26. The computer readable medium of claim 25 wherein the graphical user interface further includes a title, the link and a button for the user to acknowledge the error.