Method and system for automated technical support for computers

• US 6,560,726 B1
• Filed: 08/19/1999
• Issued: 05/06/2003
• Est. Priority Date: 08/19/1999
• Status: Expired due to Term

• Current Assignee: Dell USA LP (Dell Technologies Inc.)
• Original Assignee: Dell USA LP (Dell Technologies Inc.)
• Inventors: Vrhel, Thomas Jr., Huber, Gary D.
• Primary Examiner(s): Beausoliel, Robert
• Assistant Examiner(s): Chu, Gabriel L.
• Application Number:
  US09/377,726
• Time in Patent Office: 1,356 Days
• Field of Search: 714/36, 714/55, 714/23, 714/2, 714/25, 714/31, 714/39, 714/48, 713/2, 713/1
• US Class Current: 714/55
• CPC Class Codes: G06F 11/0757 by exceeding a time limit, i.e. time-out, e.g. watchdogs

Abstract

A method and system for integrated support for solving problems with personal computer systems comprises monitoring operating system functionality to determine if a computer system failure exists, to identify the computer system failure and to provide a solution of the computer system failure. A robust user interface, including a simple-to-use user button interface, supports single touch user input to indicate a computer system problem or question. Watchdog timers compare the time of hardware and operating system functionality, such as boot sequence operation, against predetermined time periods to determine whether or not a computer failure exists. A computer system failure is determined if a watchdog timer expires upon completion of a predetermined time period without being cleared. A hardware problem is identified on initial boot if the watchdog timer is not cleared by an operating system service routine. An operating system hang-up is determined if a watchdog timer is not cleared by an application run in association with the operating system. If a computer failure is detected, a service mode is initiated with a service mode operating system to allow in-depth analysis and problem resolution. Service mode operation is also monitored to detect problems.

Claims

1. A method for monitoring a computer system boot, the method comprising:

initiating a computer system boot, including initiating a BIOS and a first operating system;

initiating a timer;

clearing the timer if a predetermined point of the computer system boot sequence occurs;

determining that a computer system failure exists if the timer remains uncleared after a predetermined time period using a monitoring state machine associated with the BIOS;

initiating a service mode operating system operable to identify the computer system failure;

said determining step further comprises identifying one or more computer system problems associated with the predetermined point of the computer system boot sequence; and

said predetermined point of the boot sequence comprises initiation of the first operating system boot, the computer system problem comprising a hardware fault.

2. A method for testing for failure of a computer system, comprising:

initiating a computer system boot with a BIOS and a first operating system;

initiating a timer;

clearing the timer with an application run by the first operating system;

determining a computer system failure has occurred if the timer remains uncleared after a predetermined time period;

initiating a re-boot using a service mode operating system if a computer system failure is determined, the service mode operating system operable to identify the computer system failure;

initiating a second timer;

clearing the second timer with an application run by the computer system upon substantial completion of the re-boot with the service mode operating system; and

determining a service mode operating system failure if the timer remains uncleared after a predetermined time period.

3. The method of claim 2 wherein the computer system failure comprises a failure of the first operating system and wherein the timer is cleared by a service application associated with the first operating system.

4. The method of claim 2 wherein the service mode operating system comprises Windows Safe mode.

5. A computer system comprising:

a processor having at least one timer;

a BIOS for booting the computer system;

a first operating system for supporting computer system operations;

a monitoring state machine associated with the BIOS and in communication with the processor, the monitoring state machine operable to detect operating system failure by comparing elapsed time for an operating system function associated with the first operating system against a predetermined time period, the elapsed time measured with the timer; and

the monitoring state machine operable to initiate a service mode operating system, the service mode operating system operable to identify the detected operating system failure.

6. The system of claim 5 wherein the operating system function comprises calling an application upon substantial completion of a computer system boot.

7. The system of claim 5 wherein the monitoring state machine initiates timing with the timer upon user login to the computer system.

8. The system of claim 5 wherein the operating system function comprises calling a service routine during computer system boot.

9. The system of claim 8 wherein the monitoring state machine initiates timing with the timer upon the application of power to the computer system.

10. The system of claim 5 further comprising service lights in communication with the BIOS, the service lights for indicating identification of problems detected on the computer system.

11. The system of claim 5 further comprising a service button for interrupting the processor and initiating the timer.