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Method, system and computer program product for iterative distributed problem solving

  • US 6,145,096 A
  • Filed: 05/06/1998
  • Issued: 11/07/2000
  • Est. Priority Date: 05/06/1998
  • Status: Expired due to Term
First Claim
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1. A method for automated technical support over the Internet between a client machine and at least one server located remotely from the client machine, comprising the steps of:

  • (a) at the server, selecting a diagnostic map useful in gathering diagnostic data for evaluating a given technical problem requiring diagnosis and correction;

    (b) forwarding the diagnostic map over the Internet from the server to the client machine;

    (c) at the client machine, executing the diagnostic map forwarded from the server to generate a data set indicative of a current operating state of the client machine;

    (d) forwarding the data set over the Internet from the client machine to the server for analysis at the server; and

    (e) storing each data set forwarded from the client machine to the server in a repository;

    (f) based on the analysis performed at the server, repeating steps (a)-(d), iteratively, until given information is available to a user of the client machine to correct the given technical problem; and

    (g) generating a new diagnostic map based in part on information in the repository.

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