Methods and apparatus for diagnosing and correcting faults in computers by a support agent at a remote location

• US 6,367,035 B1
• Filed: 12/07/1998
• Issued: 04/02/2002
• Est. Priority Date: 06/06/1996
• Status: Expired due to Term

• Current Assignee: Complex Memory LLC (IPValuation Partners, LLC)
• Original Assignee: Adrian Richard White
• Inventors: White, Adrian Richard
• Primary Examiner(s): Ray, Gopal C.
• Application Number:
  US09/194,964
• Time in Patent Office: 1,212 Days
• Field of Search: 714/40, 714/31, 714/46, 714/47, 714/25, 379/2, 710/102, 710/103, 710/129, 709/223, 709/224, 717/4, 713/202, 713/300, 324/522, 307/66, 361/687
• US Class Current: 714/40
• CPC Class Codes: G06F 11/366 using diagnostics G06F11/0703 takes precedence

Abstract

Apparatus for diagnosing and correcting faults in a host computer having a central processing unit (CPU) and ancillary units. The apparatus is in two parts; a first part in the form of a service card to be coupled to the host computer and operable to disable the CPU and operate and/or interrogate the ancillary units, and a second part in the form of a remote support station to be coupled to the first part and operable to diagnose faults in the computer through the first part and to effect at least some corrective measures through the first part. The first and second parts are located remote from each other and connected by a telecommunication link such as through modems.

Claims

1. An apparatus for diagnosing and correcting faults in a host computer having a host central processing unit and ancillary units, the apparatus comprising:

a first part coupled to the host computer; and

a second part coupled to the first part through a telecommunication link that links a user of the host computer and a support agent for the second part;

the first part having;

a first part central processing unit operable to disable and displace the host central processing unit and operate and interrogate the ancillary units in place of the host central processing unit, and

a store for storing a unique serial number identifying the first part and host computer and an identifying access code to enable comparison between a stored identifying access code and a comparison access code generated by the second part, wherein access of the second part to the host computer is denied if equality between the stored identifying access code and the comparison access code is not detected;

the second part, upon obtaining second part access to the host computer, being operable to diagnose faults in the host computer through the first part and to effect at least some corrective measures through the first part.

2. The apparatus as claimed in claim 1, wherein the first part and the second part are each associated with a modem.

3. The apparatus as claimed in claim 1, wherein the first part includes a service card pluggable into the host computer.

4. The apparatus as claimed in claim 3, wherein the service card includes a master controller module for controlling the first part and for issuing commands and transmitting and receiving data through a system bus interface of the host computer.

5. The apparatus as claimed in claim 4, wherein the service card includes a voltage measurement module for generating reference voltages and comparison means for comparing them with selected system voltages of the host computer.

6. The apparatus as claimed in claim 5, wherein the voltage measurement module further provides temperature compensation.

7. The apparatus as claimed in claim 4, wherein the first part includes a system bus sniffer means to store system information from the host computer.

8. The apparatus as claimed in claim 1, wherein the first part includes means to effect one or more hardware resets of the host computer.

9. The apparatus as claimed in claim 1, wherein the host computer is a personal computer.

10. The apparatus as claimed in claim 1, wherein the first part includes a battery.

11. A method of diagnosing and correcting faults in a host computer having a host central processing unit and ancillary units, the method comprising:

coupling a first part to the host computer, the first part having a first part central processing unit operable to disable and displace the host central processing unit and operate and interrogate the ancillary units in place of the host central processing unit;

coupling a second part to the first part through a telecommunication link that links a user of the host computer and a support agent for the second part;

storing in the first part;

a unique serial number identifying the first part and host computer, and

an identifying access code to enable comparison between a stored identifying access code and a comparison access code generated by the second part;

comparing the stored identifying access code and the comparison access code and denying access of the second part to the host computer if equality between the stored identifying access code and the comparison access code is not detected; and

upon obtaining second part access to the host computer, diagnosing faults in the host computer at the second part through the first part, and effecting at least some corrective measures through the first part.

12. The method as claimed in claim 11, wherein the first part is controlled to transmit and receive data through a system bus interface of the host computer.

13. The method as claimed in claim 11, wherein reference voltages are generated and compared with selected system voltages of the host computer.

14. The method as claimed in claim 11, wherein system information from the host computer is stored.

15. The method as claimed in claim 11, wherein the first part is operable to disable the host computer processor and to operate and interrogate the ancillary units.

16. The method as claimed in claim 11, wherein the first part is arranged to effect one or more hardware resets of the host computer is necessary.