Remote troubleshooting of a computing device
First Claim
1. A method for performing remote troubleshooting of operational malfunctions associated with a computing device at a local site comprising the steps of:
- at said local site, receiving signaling information from a remote site, said signaling information including a request for said computing device to issue a command for a local peripheral device to perform a specified function;
relaying said signaling information to said computing device;
issuing said command in response to said signaling information, said command being issued from said computing device and being formatted and directed for processing by said local peripheral device;
capturing said command issued from said computing device to said local peripheral device; and
transmitting said captured command to said remote site for application to a remote peripheral device.
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Accused Products
Abstract
A method and system for remotely troubleshooting a local computer connected to an array of local peripheral devices include a data collector connected to the local computer. The data collector includes a signal interceptor for intercepting signaling information transmitted by the computer to the peripheral devices. The intercepted signaling information has been formatted for processing by the local peripheral devices at a point of interception. The data collector further includes a transceiver having a transceiver input configured to relay signaling information received from remote peripheral devices located at a remote troubleshooting site to input/output (I/O) ports of local peripheral devices. A transceiver output is configured to transmit intercepted signaling information to the remote peripheral devices at the remote troubleshooting site. Each local peripheral device corresponds to a remote peripheral device having substantially identical functional and signaling capabilities as the local peripheral device. Upon receipt at a remote peripheral device, intercepted signaling information has a format which is substantially identical to the format of the intercepted signaling information at the point of interception. A technician located at the remote troubleshooting site is able to remotely operate the computer via the data collector and is able to monitor performance of the remote peripheral devices to diagnose a malfunction associated with the local computer and the local peripheral devices.
82 Citations
20 Claims
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1. A method for performing remote troubleshooting of operational malfunctions associated with a computing device at a local site comprising the steps of:
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at said local site, receiving signaling information from a remote site, said signaling information including a request for said computing device to issue a command for a local peripheral device to perform a specified function;
relaying said signaling information to said computing device;
issuing said command in response to said signaling information, said command being issued from said computing device and being formatted and directed for processing by said local peripheral device;
capturing said command issued from said computing device to said local peripheral device; and
transmitting said captured command to said remote site for application to a remote peripheral device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
receiving said command at said remote peripheral device; and
monitoring an execution of said specified function by said remote peripheral device.
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7. The method of claim 1 wherein said capturing step includes capturing signaling information directed to a local data presentation device, said transmitting step including transmitting said signaling information directed to said local data presentation device to a remote data presentation device having functional capabilities and signaling capabilities substantially identical to functional and signaling capabilities of said local data presentation device.
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8. The method of claim 7 further comprising the steps of:
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monitoring said remote data presentation device upon reception of said captured signaling information by said remote data presentation device; and
diagnosing an operational malfunction associated with said computing device and said local peripheral device based on a presentation of said captured signaling information at said remote presentation device.
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9. A system for remotely troubleshooting a malfunction associated with a computing device located at a local site comprising:
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means for intercepting signaling information directed to at least one local peripheral device associated with said computing device, said signal intercepting means having an input/output connected to said computing device, said signaling information being formatted for processing by said at least one local peripheral device upon interception at said input/output, said signaling information originating from said computing device;
a transceiver configured to transmit said signaling information intercepted by said signal intercepting means to a remote site and to receive second signaling information from said remote site, said transceiver comprising;
a) an output enabled to transmit said intercepted signaling information to said remote site in a format configured to activate at least one remote peripheral device that is compatible with said at least one local peripheral device; and
b) an input enabled to direct said second signaling information received from said at least one remote peripheral device to said computing device in a format substantially identical to a format of signaling information utilized by said at least one local peripheral device during communication with said computing device. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A method for remotely diagnosing a malfunction associated with a computer system comprising the steps of:
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establishing a communication link supporting signaling exchange between a plurality of remote peripheral devices and a local computing device, said plurality of remote peripheral devices including a remote data entry device and a remote data presentation device, said remote data entry device and said remote data presentation device respectively having substantially identical functional and signaling capabilities to functional and signaling capabilities of a local data entry device and a local data presentation device associated with said local computing device;
relaying an issue command request from said remote data entry device to said local computing device, said issue command request including instructions to said local computing device to transmit a command to said local data presentation device to perform a specified function;
intercepting said command transmitted from said local computing device to said local data presentation device, said command having been formatted to be processed by said local data presentation device prior to being intercepted; and
transmitting said intercepted command to said first remote data presentation device. - View Dependent Claims (17, 18, 19, 20)
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Specification