Remote Support of a Device

• US 20160210033A1
• Filed: 10/09/2013
• Published: 07/21/2016
• Est. Priority Date: 10/09/2013
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: GAGNERAUD, ERIC, GILBERT, HERVE, ROSA, CESAR AUGUSTO, DeROOS, STEPHEN M
• Application Number:
  US14/911,280
• Publication Number:
  US 20160210033A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 11/0709 in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
• CPC Class Codes: G06F 11/0751 Error or fault detection not based on redundancy power supply failures G06F1/30; network fault management H04L41/06
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 21/305 by remotely controlling device operation
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06F 40/134 Hyperlinking
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications

Abstract

A support tool is received by a first device from a second device. In a user interface at the first device, information is presented regarding a context of the first device, an issue at the first device, a solution for the issue, and a link to a resource to assist in addressing the issue.

Claims

1. A method of providing remote support, comprising:

receiving, by a first device from a second device over a network, a support tool;

presenting, at the first device, a user interface provided by the support tool;

presenting, in the user interface at the first device, information regarding a context of the first device, an issue at the first device, a solution for the issue, and a link to a resource to assist in addressing the issue; and

sending, by the first device, at least one image of the user interface to the second device for display at the second device, the at least one image containing the presented information.

2. The method of claim 1, wherein presenting the information regarding the link to a resource comprises presenting the information regarding a link to a local resource in the first device.

3. The method of claim 2, further comprising:

receiving selection of the link to the local resource, wherein the received selection is responsive to an input by an agent at the second device made with respect to the at least one image; and

accessing the local resource in response to the received selection.

4. The method of claim 3, wherein accessing the local resource comprises accessing at least one selected from among a feature of an operating system in the first device, a feature of an application in the first device, and a pre-installed diagnostic tool in the first device.

5. The method of claim 1, wherein presenting the information regarding the link to a resource comprises presenting the information regarding a link to a remote resource accessible over the network by the first device.

6. The method of claim 5, further comprising:

receiving selection of the link to the remote resource, wherein the received selection is responsive to an input by an agent at the second device made with respect to the at least one image; and

accessing the remote resource over the network in response to the received selection.

7. The method of claim 6, wherein accessing the remote resource comprises accessing at least one selected from among a website and a remote tool loadable to the first device.

8. The method of claim 1, wherein presenting the information regarding the context of the first device comprises presenting information relating to an operating system in the first device, information relating to an electronic component in the first device, information relating to a peripheral device connected to the first device, and information relating to a setting of the first device.

9. The method of claim 1, further comprising:

logging, by the support tool in the first device, actions of the support tool and actions of a support agent at the second device.

10. An article comprising at least one non-transitory machine-readable storage medium storing instructions for providing remote support of a customer device, the instructions upon execution cause an agent device to:

load a support tool over a network to the customer device, the loaded support tool executable on the customer device;

receive at least one image of a user interface presented by the loaded support tool executing on the customer device, the at least one image containing information regarding a context of the customer device, an issue at the customer device, a solution for the issue, and a link to a resource to assist in addressing the issue; and

send, to the customer device, information relating to at least one user input made at the agent device with respect to the at least one image, the information relating to the at least one user input to invoke an action of the loaded support tool at the customer device.

11. The article of claim 10, wherein the instructions upon execution cause the agent device to display the at least one image in a display device of the agent device, wherein the at least one image is a copy of at least one graphical user interface screen presented by the support tool executing in the customer device.

12. A first device comprising:

a network interface to communicate over a network with a second device; and

at least one processor to;

execute a support tool loaded from the second device to provide remote support of the first device;

present a graphical user interface by the support tool, the graphical user interface including information regarding a context of the first device, an issue at the first device, a solution for the issue, and a link to a resource to assist in addressing the issue; and

send, through the network interface, at least one image of the graphical user interface to the second device for display at the second device, the at least one image containing the information in the graphical user interface.

13. The first device of claim 12, wherein the support tool is executable on the at least one processor to further:

receive a user input selection made at the second device with respect to the at least one image displayed at the second device; and

in response to the user input selection, access an auxiliary tool to assist in solving the issue.

14. The first device of claim 13, wherein the support tool is executable on the at least one processor to further:

in response to the user input selection, load the auxiliary tool from a remote source in response to determining that the auxiliary tool is not present in the first device.

15. The first device of claim 12, wherein the support tool is executable on the at least one processor to further:

receive a user input selection made at the second device with respect to the at least one image displayed at the second device; and

in response to the user input selection, access a website to obtain further information relating to the issue.