System and method of automatic parameter collection and problem solution generation for computer storage devices
First Claim
1. A support system comprising:
- an information manager within a storage device configured to collect performance information and embed said performance information of said storage device into an error message;
a support server configured to receive said error message from said information manager and analyze said performance information; and
a database configured to maintain a history of previous performance information and at least one corresponding corrective solution wherein;
said support server bypasses support personnel and communicates a proposed solution to said information manager if said proposed solution can be identified from said database;
otherwisesaid support server sends a message to support personnel if said solution can not be identified from said database.
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Accused Products
Abstract
The present invention includes a system for and a method of a support system which includes an information manager to gather performance information and error condition-related information from a computer product which is sent by the information manager electronically to a support server. The support server, working with an associated database, attempts to solve the underlying error present in the computer product by analyzing the information received, comparing the information to a database containing previously reported error related information and identification of a proposed solution or corrective action from the database. This proposed solution, or corrective action is then sent to the information manager.
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Citations
25 Claims
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1. A support system comprising:
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an information manager within a storage device configured to collect performance information and embed said performance information of said storage device into an error message; a support server configured to receive said error message from said information manager and analyze said performance information; and a database configured to maintain a history of previous performance information and at least one corresponding corrective solution wherein; said support server bypasses support personnel and communicates a proposed solution to said information manager if said proposed solution can be identified from said database;
otherwisesaid support server sends a message to support personnel if said solution can not be identified from said database. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method of identifying proposed solutions to correct an error condition within a storage device, said method comprising the steps of:
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gathering error condition-related information of said storage device; embedding said error condition-related information into an electronic message;
transmitting said electronic message to a remote support server; andidentifying as a proposed solution; one of a set of known solutions, if said error condition-related information can be matched to an error condition linked to said one of said set of known solutions; and a solution created by a support technician after being forwarded said error condition-related information, if said match cannot be made; and wherein said gathering, said embedding, and said transmitting are performed within said storage device. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15)
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16. A method of automatically identifying a possible solution for an error condition comprising the steps of:
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automatically recognizing, without manual intervention, an error condition within a computer storage device; gathering error condition-related information; embedding said error condition-related information into an electronic message;
communicating said electronic message to a support server remote from said computer storage device;comparing said error condition-related information to a set of known error conditions; if said error condition-related information does not match one of said known error conditions, identifying as said possible solution associated with said matched known error condition; and if said error condition-related information does not match one of said known error conditions, forwarding said error condition-related information to a support technician, wherein said support technician identifies said possible solution; and wherein said recognizing, said gathering, said embedding, and said communicating are performed within said storage device. - View Dependent Claims (17, 18, 19, 20)
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21. A computer implemented method, said method comprising:
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detecting an error condition in a computer storage device; transmitting, with the computer storage device, an electronic message describing said detected error condition to a support server; acquiring, with the computer storage device, a solution to said detected error condition using; computer executable code for determining if a solution to said detected error condition matches one of a plurality of known error conditions stored in memory; and computer executable code for acquiring, from a user, a solution to said detected error condition if said detected error condition does not match the known error conditions stored in memory; and means for transmitting said acquired solution to a system utilizing said storage device. - View Dependent Claims (22, 23)
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24. Computer executable code stored on a computer readable storage medium, said code comprising:
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code for accepting an electronic message from a system using an electronic storage device, wherein said electronic message comprises a description of an automatically detected error condition of a computer storage device; code for comparing said detected error to a list of known errors and solutions to determine if said detected error matches one of said known errors, and returning a solution to said known error condition that matches said detected error condition; and code for presenting said detected error condition to a user if none of said known error conditions matches said known condition; and wherein a detection of the error condition, a creation of the electronic message, and a transmission of the electronic message from said system is all carried out within the storage device. - View Dependent Claims (25)
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Specification