Problem analysis of a node computer with assistance from a central site
First Claim
1. A method for analyzing a problem with a first computer, said method comprising the steps of:
- detecting a problem at said first computer;
running a program on a second computer to analyze the problem;
sending a notification of said problem to a third, remote computer, said notification including a probable cause category encompassing said problem and a recommendation, said recommendation being to call a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access on site at said third computer of said program to obtain additional information relating to the cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; and
using said third computer to remotely control said program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources.
1 Assignment
0 Petitions
Accused Products
Abstract
A computer network analyzes a problem with a first computer in the network. The network comprises a first program which runs on a second computer and analyzes a problem with the first computer. A second program also runs on the second computer and generates an alert for transmission to the third computer. The alert includes a probable cause category encompassing the problem and a recommendation. The recommendation is to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and is to establish remote access on site at the third computer of the first program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. A third program runs on the third computer and remotely controls the first program to obtain the additional information relating to the cause of the problem if there is at least a reasonable chance that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. The additional information includes a recommended test or inspection to determine the cause of the problem.
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Citations
21 Claims
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1. A method for analyzing a problem with a first computer, said method comprising the steps of:
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detecting a problem at said first computer; running a program on a second computer to analyze the problem; sending a notification of said problem to a third, remote computer, said notification including a probable cause category encompassing said problem and a recommendation, said recommendation being to call a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access on site at said third computer of said program to obtain additional information relating to the cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; and
using said third computer to remotely control said program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A computer network for analyzing a problem with a first computer, said network comprising:
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a second computer coupled to said first computer, said second computer including a processor and means for receiving error signals of different types from said first computer; a third computer remote to said first computer; and means for communicating between said third and second computers; and
whereinsaid second computer further comprises problem analysis means for generating alerts corresponding to the types of error signals received from said first computer and transmitting said alerts to said third computer, each of said alerts including a probable cause category encompassing said problem and a recommendation, said recommendation being to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access to said second computer to obtain additional information relating to the cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; said second computer includes means for providing said additional information; and
said third computer includes means for remotely controlling said second computer to obtain said additional information relating to the cause of said problem if there is at least a resonable chance that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources. - View Dependent Claims (19, 20, 21)
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Specification