Arrangement for automated fault detection and fault resolution of a network device
First Claim
1. A system comprising:
- a network device having an identifiable configuration and including a monitoring agent configured for monitoring device operations relative to monitored parameters, the monitoring agent configured for generating a notification message based on an event where the device operations exceed at least one of the monitored parameters;
a troubleshooting resource configured for requesting selected device state attributes associated with the event from the network device based on reception of the notification message;
at least one data collection resource configured for collecting the selected device state attributes associated with the event into an event message, the at least one data collection resource configured for collecting the selected device state attributes for events from a respective plurality of the troubleshooting resources via respective secure connections via an Internet Protocol (IP) network, a first database configured for storing identifiable configuration information describing the corresponding identifiable configuration for the network device;
a second database configured for storing problem/resolution information for the network device according to known configurations; and
a rules-based troubleshooting system configured for determining a presence in the second database of problem/resolution information for the network device based on correlating the identifiable configuration information retrieved from the first database and the corresponding selected device state attributes specified in the event message, the rules-based troubleshooting system configured for providing a service notification message as a response to the event and that selectively includes the problem/resolution information for the network device.
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Accused Products
Abstract
A network based management system enables network devices installed at a customer'"'"'s premises to be automatically monitored and managed for automated support services. Each network device includes a monitoring agent configured for generating a notification message based upon an event where device operations exceed prescribed monitored parameters. A troubleshooting resource at the customer premises requests selected device state attributes from the network device and that are forwarded to a data collection resource that serves as an interface to the manufacturer'"'"'s back-end infrastructure. The troubleshooting system accesses databases that store the configuration information for the affected network device, and uses the configuration information for accessing problem/resolution information. The rules based troubleshooting system, upon correlating the databases for the problem/resolution information, provides a service notification message as a response to the event, and selectively includes the problem/resolution information for the network device.
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Citations
45 Claims
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1. A system comprising:
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a network device having an identifiable configuration and including a monitoring agent configured for monitoring device operations relative to monitored parameters, the monitoring agent configured for generating a notification message based on an event where the device operations exceed at least one of the monitored parameters;
a troubleshooting resource configured for requesting selected device state attributes associated with the event from the network device based on reception of the notification message;
at least one data collection resource configured for collecting the selected device state attributes associated with the event into an event message, the at least one data collection resource configured for collecting the selected device state attributes for events from a respective plurality of the troubleshooting resources via respective secure connections via an Internet Protocol (IP) network, a first database configured for storing identifiable configuration information describing the corresponding identifiable configuration for the network device;
a second database configured for storing problem/resolution information for the network device according to known configurations; and
a rules-based troubleshooting system configured for determining a presence in the second database of problem/resolution information for the network device based on correlating the identifiable configuration information retrieved from the first database and the corresponding selected device state attributes specified in the event message, the rules-based troubleshooting system configured for providing a service notification message as a response to the event and that selectively includes the problem/resolution information for the network device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of managing a network device, the method comprising:
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storing identifiable configuration information for the network device in a first database configured for storing the identifiable configuration information for multiple network devices;
generating, in the network device, a notification message based on an event where device operations monitored by a monitoring agent exceed at least one of a plurality of monitored parameters;
requesting, by a troubleshooting resource, selected device state attributes associated with the event from the device based on reception of the notification message;
collecting the selected device state attributes associated with the event from the troubleshooting resource by a data collection resource via a secure connection via an Internet Protocol (IP) network, and outputting an event message that includes the selected device state attributes to a rules-based troubleshooting system;
determining, by the rules-based troubleshooting system, a presence in a second database of problem/resolution information for the device based on correlating the identifiable configuration information retrieved from the first database and the corresponding selected device state attributes specified in the event message, the second database configured for storing problem/resolution information for the network devices according to respective known configurations; and
providing, by the rules-based troubleshooting system, a service notification message as a response to the event and that selectively includes the problem/resolution information for the device. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A network device comprising:
a monitoring agent configured for registering with a prescribed troubleshooting system based on outputting, upon initialization of the network device, identifiable configuration information that describes an identifiable configuration of the network device and that includes network topology information related to the network device, the monitoring agent further configured for monitoring device operations relative to monitored parameters, the monitoring agent configured for generating a notification, for delivery to the prescribed troubleshooting system, based on detecting an event where the device operations exceed at least one of the monitored parameters. - View Dependent Claims (29, 30, 31, 32)
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33. A method in a network device, the method comprising:
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registering with a prescribed troubleshooting system, by a monitoring agent in the network device, based on outputting, upon initialization of the network device, identifiable configuration information that describes an identifiable configuration of the network device and that includes network topology information related to the network device, monitoring device operations relative to monitored parameters by the monitoring agent, and generating a notification by the monitoring agent, for delivery to the prescribed troubleshooting system, based on the monitoring agent detecting an event where the device operations exceed at least one of the monitored parameters. - View Dependent Claims (34, 35, 36, 37)
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38. An apparatus comprising:
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a rules-based troubleshooting resource configured for determining problem/resolution information for a network device, the rules-based troubleshooting resource configured for retrieving identifiable configuration information, having been supplied by the network device, in response to an event message having been initiated by the network device and including device state attributes of the network device, the rules-based troubleshooting resource configured for determining the problem/resolution information based on correlating the identifiable configuration information and the device state attributes relative to stored problem/resolution information that is stored in a database, the database storing the stored problem/resolution information for the network device according to known configurations;
the rules-based troubleshooting resource selectively outputting a service notification message as a response to the event message and that includes the problem/resolution information for the network device. - View Dependent Claims (39, 40, 41)
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42. A method comprising:
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retrieving, by a rules-based troubleshooting resource, identifiable configuration information having been supplied by a network device in response to an event message having been initiated by the network device and including device state attributes of the network device, determining problem/resolution information for the network device, by the rules-based troubleshooting resource, based on correlating the identifiable configuration information and the device state attributes relative to stored problem/resolution information that is stored in a database, the database storing the stored problem/resolution information for the network device according to known configurations, and selectively outputting, by the rules-based troubleshooting resource, a service notification message as a response to the event message and that includes the problem/resolution information for the network device. - View Dependent Claims (43, 44, 45)
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Specification