Automatic root cause analysis and diagnostics engine

• US 7,191,364 B2
• Filed: 11/14/2003
• Issued: 03/13/2007
• Est. Priority Date: 11/14/2003
• Status: Active Grant

• Current Assignee: ServiceNow Incorporated
• Original Assignee: Microsoft Corporation
• Inventors: Hudson, William Hunter, Meng, Yi, LeVine, Eric, Sharma, Kshitiz K., Fink, Reiner, Bliss, Andrew L., Pease, Geoff, Vachon, Andre, Shan, Jing, Maffeo, Gerald
• Primary Examiner(s): Beausoliel; Robert
• Assistant Examiner(s): MCCARTHY, CHRISTOPHER S
• Application Number:
  US10/713,867
• Publication Number:
  US 20050120273A1
• Time in Patent Office: 1,215 Days
• Field of Search: 714/38
• US Class Current: 714/38.11
• 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 11/079 Root cause analysis, i.e. error or fault diagnosis in a hardware test environment G06F11/22; in a software test environment G06F11/36
• CPC Class Codes: G06F 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 11/366 using diagnostics G06F11/0703 takes precedence
• CPC Class Codes: Y10S 707/99953 Recoverability

Abstract

A large portion of software bugs are related to hangs. Analyzing and diagnosing hang-related bugs involves capturing data from a hung program and extracting attributes from the captured data. Extracting attributes from the capture data provides a scheme to determine relevant characteristics of the hang. Moreover, the extracted attributes may be compared to known issues and, based on that comparison, a bug may be classified as known or unknown. Alternatively, triage may be performed on the client computing device in order to determine the potential cause of the hang event. Once the potential cause of the hang event has been determined, troubleshooting steps may be performed on the client computing device to quarantine it. Ultimately, if the hang-inducing bug is known, a user may be provided with a solution to the bug. Alternatively, if the bug is unknown, implementations of the invention send the captured data to be analyzed and fixed by the software'"'"'s provider.

Claims

1. A method of troubleshooting software hangs on a computing device, the method comprising:

capturing data associated with a hang;

extracting attributes associated with the hang;

comparing the extracted attributes to a database of issues to troubleshoot the hang;

performing on the computing device the comparison of extracted attributes to the database of issues;

assigning the extracted attributes a value based on a history of hang events;

determining a potential culprit for the hang event based on the assigned values; and

performing troubleshooting steps to quarantine the potential culprit;

wherein performing troubleshooting steps to quarantine the potential culprit comprises renaming a file.

2. The method of claim 1 further comprising:

packaging the captured data into a file; and

assigning the packaged file an identification value for tracking the hang.

3. The method of claim 2 wherein the identification value comprises a hash value associated with a call stack.

4. The method of claim 1, wherein comparing the extracted attributes further comprises:

identifying the hang; and

providing a user with a solution to the hang, if the solution is available.

5. The method of claim 1, wherein capturing data associated with a hang further comprises extending a schema by using a data capture program extension.

6. The method of claim 1, wherein extracting attributes to diagnose the hang further comprises extending an attribute extraction schema through the use of an attribute plugin.

7. The method claim 1, wherein the database of issues comprises data to represent at least one hang event.

8. The method of claim 1, wherein the potential culprit comprises one of a file, module, process, thread, block of code, or instruction.

9. The method of claim 1, further comprising updating the history of hang events.

10. A computer readable storage medium comprising executable instructions for performing a method of troubleshooting software hangs on a computing device, the method comprising:

capturing data associated with a hang;

extracting attributes associated with the hang;

comparing the extracted attributes to a database of issues to troubleshoot the hang;

performing on the computing device the comparison of extracted attributes to the database of issues;

assigning the extracted attributes a value based on a history of hang events;

determining a potential culprit for the hang event based on the assigned values; and

performing troubleshooting steps to quarantine the potential culprit;

wherein performing troubleshooting steps to quarantine the potential culprit comprises renaming a file.

11. The computer readable storage medium of claim 10, the method further comprising:

packaging the captured data into a file; and

assigning the packaged file an identification value for tracking the hang.

12. The method of claim 10, wherein the identification value comprises a hash value associated with a call stack.

13. The computer readable storage medium of claim 10, the method further comprising:

identifying the hang; and

providing a user with a solution to the hang, if the solution is available.

14. The method of claim 10, wherein capturing data associated with a hang further comprises extending a schema by using a data capture program extension.

15. The method of claim 10, wherein extracting attributes to diagnose the hang further comprises extending an attribute extraction schema through the use of an attribute plugin.

16. The method claim 10, wherein the database of issues comprises data to represent at least one hang event.

17. The method of claim 10, wherein the potential culprit comprises one of a file, module, process, thread, block of code, or instruction.

18. The method of claim 10, further comprising updating the history of hang events.

19. A computer-enabled system comprising:

means for capturing data associated with a hang;

means for extracting attributes associated with the hang;

means for comparing the extracted attributes to a database of issues to troubleshoot the hang;

means for performing on the computing device the comparison of extracted attributes to the database of issues;

means for assigning the extracted attributes a value based on a history of hang events;

means for determining a potential culprit for the hang event based on the assigned values; and

means for performing troubleshooting steps to quarantine the potential culprit;

wherein performing troubleshooting steps to quarantine the potential culprit comprises renaming a file.