Method and system for achieving a remote control help session on a computing device
First Claim
1. A method for providing a remote help session comprising:
- receiving, at an online service datacenter, a request from a remote service provider computer to obtain a pass code for an end user of a malfunctioning computing device;
sending the pass code to the remote service provider computer, wherein a service provider technician provides the pass code to the end user;
securely connecting the malfunctioning computing device to the online service datacenter;
securely connecting the remote service provider computer to the online service datacenter;
linking the remote service provider computer to a PC session indicated by the pass code and enabling the service provider computer to connect through the online service datacenter to the malfunctioning computing device, wherein the remote service provider computer, via firmware residing on an out-of-band (OOB) processor of the malfunctioning computing device, enables the service provider technician to diagnose, repair, and/or optimize the malfunctioning computing device.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and system for achieving a remote control help session on a computing device. The method includes receiving, at an online service datacenter, a request from a remote service provider computer to obtain a pass code for an end user of a malfunctioning computing device. Sending the pass code to the remote service provider computer, wherein a service provider technician provides the pass code to the end user. Securely connecting the malfunctioning computing device to the online service datacenter. Securely connecting the remote service provider computer to the online service datacenter. Linking the remote service provider computer to a PC session indicated by the pass code and enabling the service provider computer to connect through the online service datacenter to the malfunctioning computing device. The remote service provider computer, via firmware residing on the malfunctioning computing device, enables the service provider technician to diagnose, repair, and/or optimize the malfunctioning computing device.
28 Citations
30 Claims
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1. A method for providing a remote help session comprising:
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receiving, at an online service datacenter, a request from a remote service provider computer to obtain a pass code for an end user of a malfunctioning computing device; sending the pass code to the remote service provider computer, wherein a service provider technician provides the pass code to the end user; securely connecting the malfunctioning computing device to the online service datacenter; securely connecting the remote service provider computer to the online service datacenter; linking the remote service provider computer to a PC session indicated by the pass code and enabling the service provider computer to connect through the online service datacenter to the malfunctioning computing device, wherein the remote service provider computer, via firmware residing on an out-of-band (OOB) processor of the malfunctioning computing device, enables the service provider technician to diagnose, repair, and/or optimize the malfunctioning computing device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A tangible, machine readable medium comprising a plurality of instructions, that in response to being executed, result in a computing device at an online datacenter receiving a request from a remote service provider computer to obtain a pass code for an end user of a malfunctioning computing device;
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sending the pass code to the remote service provider computer, wherein a service provider technician provides the pass code to the end user; securely connecting the malfunctioning computing device to the online service datacenter; securely connecting the remote service provider computer to the online service datacenter; linking the remote service provider computer to a PC (personal computer) session indicated by the pass code and enabling the service provider computer to connect through the online service datacenter to the malfunctioning computing device, wherein the remote service provider computer, via firmware residing on an out-of-band (OOB) processor of the malfunctioning computing device, enables the service provider technician to diagnose, repair, and/or optimize the malfunctioning computing device. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A system for providing a remote help session comprising:
a malfunctioning computing device having a tamper resistant component comprising an OOB (Out-Of-Band) processor, the OOB processor including a management engine and firmware running on the ME to connect via a connect service infrastructure to a remote service provider technician computer, wherein the firmware includes hard coded connection and trust settings to allow the malfunctioning computing device to create a secure, trusted connection to the connect service infrastructure, after accepting a license agreement to use the connect service infrastructure and to complete the secure connection through the connect service infrastructure to the service provider technician computer using a pass code entry of a single string of digits to enable the service provider computer to diagnose, repair, and/or optimize the malfunctioning computing device. - View Dependent Claims (28, 29, 30)
Specification