System and method for remotely monitoring a plurality of computer-based systems

• US 6,167,358 A
• Filed: 12/19/1997
• Issued: 12/26/2000
• Est. Priority Date: 12/19/1997
• Status: Expired due to Term

• Current Assignee: Support.com Incorporated (Greenidge Generation Holdings, Inc.)
• Original Assignee: Nowonder Incorporated
• Inventors: Othmer, Konstantin, Derossi, Chris
• Primary Examiner(s): ASSOUAD, PATRICK J
• Application Number:
  US08/994,840
• Time in Patent Office: 1,103 Days
• Field of Search: 702/188, 702/182, 702/18.6, 702/81, 702/84, 364/468.15, 395/183.01, 395/184.01, 395/200.54, 390/870.01, 390/500, 390/514, 390/523, 709/217
• US Class Current: 702/188
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/0769 Readable error formats, e.g. cross-platform generic formats, human understandable formats
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: G06F 11/3495 for systems
• CPC Class Codes: H04L 41/0803 Configuration setting
• CPC Class Codes: H04L 41/0886 Fully automatic configuration
• CPC Class Codes: H04L 43/00 Arrangements for monitoring or testing data switching networks
• CPC Class Codes: H04L 43/0817 by checking functioning
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A system and method for monitoring the operation of a plurality of computer-based systems connected to a server, each computer-based system having a microprocessor that executes one or more software applications is provided wherein a separate programmable nub gathers information about the computer-based system to generate black box data, the black box information is communicated over a communications link to a server upon the occurrence of a predetermined triggering event and the black box data is processed to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the server. An apparatus residing on a computer-based system for remotely monitoring the computer-based system is also provided.

Claims

1. A system for monitoring the operation of a plurality of computer-based systems connected to a server, each computer-based system having a microprocessor that executes one or more software applications, the system comprising:

means resident on each computer-based system for gathering information about the operation of the computer-based system including the one or more software applications to generate data records, the information including user and system describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with the one or more software application;

means resident on each computer-based system for communicating the data records to the server over a communications link upon the occurrence of the predetermined triggering event; and

means resident on the server for processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the server including the operation of the one or more software applications.

2. The system of claim 1, further comprising means for communicating configuration information back to the gathering means resident on the plurality of computer-based systems in order to determine what information is going to be gathered by the gathering means.

3. The system of claim 1, wherein said communicating means comprises means for adding new types of information into the information gathered by the gathering means.

4. The system of claim 1, wherein the processing means further comprises means for receiving software application build data, means for converting said data record into source file level information using the software application build data.

5. The system of claim 1, wherein said gathered information comprises static configuration data about the configuration of the hardware of the computer-based system.

6. The system of claim 1, wherein said gathered information comprises static data about the static characteristics of a software application being executed by the computer-based system.

7. The system of claim 1, wherein said gathered information comprises dynamic information about the operation of the computer-based system.

8. The system of claim 1, wherein said gathered information comprises information about the execution of a particular software application being executed by the computer-based system.

9. The system of claim 1, wherein said gathered information comprises information about the operation of a microprocessor within the computer-based system.

10. The system of claim 1 further comprising means resident on each computer-based system for filtering out a portion of the data records gathered by the gathering means.

11. The system of claim 1, wherein said processing means further comprises means for filtering out a portion of said data records.

12. The system of claim 11, wherein said filtering means resident in each computer-based system and the filtering means in the server comprise a filter written using a filtering language so that the filter may be executed on the computer-based system or the server.

13. The system of claim 1 further comprising means for storing the data records in the computer-based system until the triggering event occurs.

14. The system of claim 13, wherein the storing means comprises a piece of hardware added to the computer-based system having a random access memory for storing data records.

15. The system of claim 13, wherein said storing means comprises a random access memory for storing the data records if a hard disk of the computer-based system is not available.

16. The system of claim 13, wherein the storing means comprises means for forward error correcting the data records and means for storing the forward error corrected data records in a plurality of locations in the computer-based system.

17. The system of claim 1, wherein said information gathering means comprises a software application being executed by the computer-based system.

18. The system of claim 1, wherein the gathering means comprises means for setting points in a software application at which data is gathered.

19. The system of claim 1 wherein the communication means on each computer-based system comprises means for storing the data records in the computer-based system and means for communicating the data records to the server when a communications link is available.

21. The system of claim 1, wherein the processing means further comprises means for generating an automated response addressed to a user of a computer-based system in response to a data record.

22. The system of claim 21, wherein said automated response is transmitted via electronic mail.

23. The system of claim 21, wherein said automated response is transmitted via pager.

24. The system of claim 1, wherein said processing means further comprises means for identifying patterns in the data records from the plurality of computer-based systems to generate additional information.

25. The system of claim 24, wherein said identifying means further comprises means for automatically communicating configuration data to the computer-based systems based on the additional information.

26. The system of claim 1, wherein said processing means further comprises means for recognizing particular data in a data record, the recognizer means including a plurality of rules which associate particular data in the data record with a predetermined action.

27. The system of claim 26, wherein the predetermined action comprises sending an automatic electronic mail response to a user of the computer-based system about the particular data.

28. The system of claim 1, wherein the server comprises means for generating electronic mail to an operator of the system to report data about the data records received by the server.

29. The system of claim 1, wherein the server comprises means for generating correlation reports for the data records received by the server in order to identify patterns within the data records received by the server.

30. The system of claim 1, wherein the configuration information comprises watchpoints that indicate at which point the gathering means gathers information.

31. The system of claim 28, wherein the watch point comprises means for determining the time of execution of an instruction.

32. The system of claim 28, where in the watch point comprises means for determining the speed of execution of a portion of a software application.

33. The system of claim 28, where in the watchpoint comprises means for capturing data in a memory location upon the occurrence of the predetermined triggering event.

34. The system of claim 1, wherein the server comprises means for generating a query of the data records received by the server wherein the query is based on a key in the data records.

35. The system of claim 34, wherein the key is selected from one of a static data record and a dynamic data record.

36. The system of claim 34, wherein the query generator comprises means for generating a report indicating the similarities and differences in the data records received by the server.

37. The system of claim 1, wherein said gathering means comprises means integrated with a microprocessor for gathering information about the operation of the microprocessor.

38. The system of claim 37, wherein the microprocessor gathering means comprises means for capturing a history of instructions executed by the microprocessor.

39. The system of claim 38 wherein the server further comprises means for reproducing the instructions executed by the microprocessor to emulate the operation of the computer-based system.

20. The system of claim I wherein the server is located at the site of a software application developer and said system further comprising a second server computer located at the site of a customer, said second server further comprising means for receiving data records from the gathering means, means for determining whether to filter information out of the data records, and means for communicating the received and any filtered data records to the server at the site of the software application developer.

40. A method for monitoring the operation of a plurality of computer-based systems connected to a server, each computer-based system having a microprocessor that executes one or more software applications, the method comprising:

gathering information about the operation of the computer-based system including the one or more software applications to generate data records, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with the one or more software application;

communicating the data records to the server over a communications link upon the occurrence of the predetermined triggering event; and

processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the server.

41. The method of claim 40, further comprising communicating configuration information back to the plurality of computer-based systems in order to determine what information is going to be gathered.

42. The method of claim 40, wherein said communicating comprises adding new types of information into the information gathered by the gatherer.

43. The method of claim 40, wherein the processing further comprises receiving software application build data and converting said data record into source file level information using the software application build data.

44. The method of claim 40, wherein said gathered information comprises static configuration data about the configuration of the hardware of the computer-based system.

45. The method of claim 40, wherein said gathered information comprises static data about the static characteristics of a software application being executed by the computer-based system.

46. The method of claim 40, wherein said gathered information comprises dynamic information about the operation of the computer-based system.

47. The method of claim 40, wherein said gathered information comprises information about the execution of a particular software application being executed by the computer-based system.

48. The method of claim 40, wherein said gathered information comprises information about the operation of a microprocessor within the computer-based system.

49. The method of claim 40 further comprising filtering out a portion of the data records gathered.

50. The method of claim 40, wherein said processing further comprises filtering out a portion of said data records.

51. The method of claim 50, wherein said filtering resident in each computer-based system and the filtering in the server comprise a filter written using a filtering language so that the filter may be executed on the computer-based system or the server.

52. The method of claim 40 further comprising storing the data records in the computer-based system until the triggering event occurs.

53. The method of claim 52, wherein said storing comprises a random access memory for storing the data records if a hard disk of the computer-based system is not available.

54. The method of claim 52, wherein said storing comprises adding a piece of hardware to the computer-based system having a random access memory for storing the data records if a hard disk of the computer-based system is not available.

55. The method of claim 40, wherein said information gathering comprises a software application being executed by the computer-based system.

56. The method of claim 52, wherein the storing comprises generating forward error corrected data records and storing the forward error corrected data records in a plurality of locations in the computer-based system.

57. The method of claim 40, wherein the gathering comprises setting points in a software application at which data is gathered.

58. The method of claim 40 wherein the communication on each computer-based system comprises storing the data records in the computer-based system and communicating the data records to the server when a communications link is available.

59. The method of claim 40 wherein the server is located at the site of a software application developer and said system further comprising a second server computer located at the site of a customer, said second server further comprising receiving data records from the gatherer, determining whether to filter information out of the data records, and communicating the received data records and any filtered data records to the server at the site of the software application developer.

60. The method of claim 40, wherein the processing further comprises generating an automated response to a user of the computer-based system in response to a data record.

61. The method of claim 60, wherein said automated response is transmitted via electronic mail.

62. The method of claim 60, wherein said automated response is transmitted via pager.

63. The method of claim 40, wherein said processing further comprises identifying patterns in the data records from the plurality of computer-based systems to generate additional information.

64. The method of claim 63, wherein said identifying further comprises automatically communicating configuration data to the computer-based systems based on the additional information.

65. The method of claim 40, wherein said processing further comprises recognizing particular data in a data record, the recognizing including a plurality of rules which associate particular data in the data record with a predetermined action.

66. The method of claim 65, wherein the predetermined action comprises sending an automatic electronic mail response to a user of the computer-based system about the particular data.

67. The method of claim 40, wherein the server comprises generating electronic mail to an operator of the system to report data about the data records received by the server.

68. The method of claim 40, wherein the server comprises generating correlation reports for the data records received by the server in order to identify patterns within the data records received by the server.

69. The method of claim 40, wherein the configuration information comprises watchpoints which indicate at which point the gathering means gathers information.

70. The method of claim 69, wherein the watchpoint comprises determining the time of execution of instructions.

71. The system of claim 69, wherein the watchpoint comprises determining the speed of execution of a portion of a software application.

72. The system of claim 69, wherein the watchpoint comprises capturing data in a memory location upon the occurrence of the predetermined triggering event.

73. The method of claim 40, wherein the server comprises generating a query of the data records received by the server wherein the query is based on a key in the data records.

74. The method of claim 73, wherein the key is selected from one of a static data record and a dynamic data record.

75. The method of claim 74, wherein the query generator comprises generating a report indicating the similarities and differences in the data records received by the server.

76. The method of claim 40, wherein said gathering comprises gathering information about the operation of the microprocessor using a device integrated with a microprocessor.

77. The method of claim 76, wherein the microprocessor gathering comprises capturing a history of instructions executed by the microprocessor.

78. The method of claim 77 wherein the server further comprises reproducing the instructions executed by the microprocessor to emulate the operation of the computer-based system.

79. An apparatus resident on a computer-based system for monitoring the operation of the computer-based system connected to a central server, the computer-based system having a microprocessor that executes one or more software applications, the apparatus comprising:

means for gathering information about the operation of the computer-based system including the one or more software applications to generate a data record, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with the one or more software application;

means for communicating the data record to the server over a communications link upon the occurrence of the predetermined triggering event;

means for receiving configuration information from the server over the communications link to change the information that is going to be gathered by the gathering means; and

means for receiving configuration information from the server in order to determine what information is going to be gathered by the gathering means.

80. The apparatus of claim 79, wherein said gathered information comprises static configuration data about the configuration of the hardware of the computer-based system.

81. The apparatus of claim 79, wherein said gathered information comprises static data about the static characteristics of a software application being executed by the computer-based system.

82. The apparatus of claim 79, wherein said gathered information comprises dynamic information about the operation of the computer-based system.

83. The apparatus of claim 79, wherein said gathered information comprises information about the execution of a particular software application being executed by the computer-based system.

84. The apparatus of claim 79, wherein said gathered information comprises information about the operation of a microprocessor within the computer-based system.

85. The apparatus of claim 79 further comprising means resident on each computer-based system for filtering out a portion of the data records gathered by the gathering means.

86. The apparatus of claim 79 further comprising means for storing the data records in the computer-based system until the triggering event occurs.

87. The apparatus of claim 86, wherein said storing means comprises a random access memory for storing the data records if a hard disk of the computer-based system is not available.

88. The apparatus of claim 79, wherein said information gathering means comprises a software application being executed by the computer-based system.

89. The apparatus of claim 88 further comprising means in the computer-based system for accumulating the data records in a black box data structure.

90. The apparatus of claim 79, wherein said plurality of computer-based systems comprises a plurality of vending machines.

91. A system on a central computer for monitoring the operation of a software application being executed on a plurality of remote computer-based systems connected by a communications link to a central computer, the system comprising:

means resident on each computer-based system for gathering information about the execution and operation of the software application to generate a data record the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with the one or more software application;

means resident on each computer-based system for communicating the data record to the central computer over a communications link upon the occurrence of the predetermined triggering event;

means resident on the server for processing the data records to generate data about the operation and execution of the software application being executed by the plurality of computer-based systems; and

means for communicating configuration data from the central computer back to the gathering means in order to determine what information is going to be gathered by the gathering means.

92. A system in a central computer for monitoring the operation of a plurality of computer-based systems connected by a network to the central computer, the system comprising:

means resident on each computer-based system for gathering information about the operation of the particular computer-based system to generate a data record, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with the one or more software application;

means resident on each computer-based system for communicating the data record to the central computer over the network upon the occurrence of the predetermined triggering event;

means resident on the central computer for processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the network; and

means for communicating configuration data from the central computer to the gathering means in order to determine what information is going to be gathered by the gathering means.

93. A system for monitoring the operation of a plurality of computer-based systems connected to a server, each computer-based system having a microprocessor that executes one or more software applications and a plurality of hardware components associated therewith, the system comprising:

means resident on each computer-based system for gathering information about the operation of the computer-based system including the one or more software applications to generate data records, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering events the predetermined triggering event including events associated with at least one of the plurality of associated hardware components;

means resident on each computer-based system for communicating the data records to the server over a communications link upon the occurrence of the predetermined triggering event; and

means resident on the server for processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the server including the operation of the one or more software applications.

94. A method for monitoring the operation of a plurality of computer-based systems connected to a server, each computer-based system having a microprocessor that executes one or more software applications and a plurality of hardware components associated therewith, the method comprising:

gathering information about the operation of the computer-based system including the one or more software applications to generate data records, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with at least one of the associated plurality of hardware components;

communicating the data records to the server over a communications link upon the occurrence of the predetermined triggering event; and

processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the server.

95. An apparatus resident on a computer-based system for monitoring the operation of the computer-based system connected to a central server, the computer-based system having a microprocessor that executes one or more software applications and a plurality of hardware components associated therewith, the apparatus comprising:

means for gathering information about the operation of the computer-based system including the one or more software applications to generate a data record, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with at least one of the plurality of associated hardware components;

means for communicating the data record to the server over a communications link upon tie occurrence of the predetermined triggering event;

means for receiving configuration information from the server over the communications link to change the information that is going to be gathered by the gathering means; and

means for receiving configuration information from the server in order to determine what information is going to be gathered by the gathering means.

96. A system on a central computer for monitoring the operation of a software application being executed on a plurality of remote computer-based systems connected by a communications link to a central computer, the system comprising:

means resident on each compute-based system for gathering information about the execution and operation of the software application to generate a data record, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with at least one of a plurality of hardware components associated with the computer-based system;

means resident on each computer-based system for communicating the data record to the central computer over a communications link upon the occurrence of the predetermined triggering event;

means resident on the server for processing the data records to generate data about the operation and execution of the software application being executed by the plurality of computer-based systems; and

means for communicating configuration data from the central computer back to the gathering means in order to determine what information is going to be gathered by the gathering means.

97. A system in a central computer for monitoring the operation of a plurality of computer-based systems connected by a network to the central computer, the system comprising:

means resident on each computer-based system for gathering information about the operation of the particular computer-based system to generate a data record, the information including user and system data describing an event sequence occurring prior to and after a predetermined triggering event, the predetermined triggering event including events associated with at least one of a plurality of hardware components associated with the computer-based system;

means resident on each computer-based system for communicating the data record to the central computer over the network upon the occurrence of the predetermined triggering event;

means resident on the central computer for processing the data records to generate data that is used to monitor the operation of the plurality of computer-based systems connected to the network; and

means for communicating configuration data from the central computer to the gathering means in order to determine what information is going to be gathered by the gathering means.