System and method for providing computer support tools

• US 20050114362A1
• Filed: 11/26/2003
• Published: 05/26/2005
• Est. Priority Date: 11/26/2003
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Lupu, Corneliu I., Kinshumann, Kinshuman, Colleran, John D.
• Granted Patent: US 7,464,102 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 8/61 Installation
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

A system and method for delivering support tools to a computer user'"'"'s machine, without requiring the user to directly download, install and/or execute the tools. A user in need of support contacts support and in response receives a URL corresponding to a manifest, which is a data file identifying support tools that a user'"'"'s machine is to run to collect data for analysis. Via HTTP, a control mechanism on the user'"'"'s machine interprets the manifest, automatically handling downloading and installation of any needed tool, and executes the tools on the machine with appropriate parameters that are present in the manifest. Data is collected, packaged and returned to a support entity, where it is analyzed such that a support solution may be returned to the user. The system and method provide efficient and consistent support to computer users, helping both support personnel while giving computer users a very straightforward support experience.

Claims

1. In a computing environment, a method comprising:

providing a manifest, the manifest identifying a set of at least one tool that when executed collects data for analysis;

providing a control mechanism to interpret the manifest, the control mechanism automatically executing each tool identified in the set to collect the data from a machine; and

receiving the data collected from the machine.

2. The method of claim 1 wherein providing a manifest comprises providing a mechanism that when clicked on links to the manifest.

3. The method of claim 2 wherein providing the mechanism comprises providing a URL that when clicked on links to the manifest.

4. The method of claim 1 wherein providing a manifest comprises sending information about the manifest in an email message.

5. The method of claim 1 wherein providing a manifest comprises sending information about the manifest in an instant message.

6. The method of claim 1 wherein providing a manifest comprises providing a site that may be accessed via a browser.

7. The method of claim 1 wherein for each tool, the control mechanism determines whether that tool needs to be downloaded and installed to the machine, and if so, the control mechanism further downloading and installing that tool.

8. The method of claim 1, further comprising, running a reporting program to collect the data and package the data for transmission.

9. The method of claim 1 wherein providing the control mechanism comprises transmitting the control mechanism to the machine.

10. A computer-readable medium having computer-executable instructions for performing the method of claim 1.

11. In a computing environment, a system comprising:

a set of available tools, the tools configured to collect data from a machine;

a reporting mechanism that provides access to data collected from the machine; and

a control mechanism that is communicated to the machine, the control mechanism configured to execute a subset of the tools to collect data, and further configured to operate the reporting mechanism to allow analysis of the collected data.

12. The system of claim 11 wherein the set of available tools is maintained in a program store associated with a software support entity.

13. The system of claim 11 wherein the control mechanism executes the subset of tools by interpreting a manifest.

14. The system of claim 13 wherein the manifest comprises a data file accessed via a URL.

15. The system of claim 14 further comprising a mechanism that selects a manifest from among a set of manifests, the selection based on received user data.

16. The system of claim 14 wherein the control mechanism is communicated to the machine in response to accessing the URL.

17. The system of claim 11 wherein the control mechanism downloads to the machine at least one of the tools in the subset.

18. The system of claim 11 wherein the control mechanism installs at least one of the tools in the subset on the machine.

19. The system of claim 11 wherein the control mechanism compares a version of an existing tool on the machine with a version of a tool in the subset.

20. The system of claim 11 wherein the control mechanism operates in response to a received user request.

21. The system of claim 20 wherein the control mechanism executes at least one of the tools in the subset that was already installed on the machine prior to receiving the user request.