Method and system for monitoring, collecting information, diagnosing and servicing a remote system
First Claim
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1. A system for monitoring a device, comprising:
- a monitoring unit located within the device and configured to obtain and store information of an event in the device which is an interaction between a user and the device, wherein the monitoring unit is configured tomonitor the event as it occurs using sensors internal to the device;
record ID information, a cumulative session identifier for the event, and a duration of the event corresponding to the cumulative session identifier;
determine and store a sequence of use for a plurality of subcomponents of the device; and
transmit the information of the event from the device, wherein the information of the event includes the sequence of use, the ID information, the cumulative session identifier, and the duration of the event;
a receiver configured to receive the information of the event of the device transmitted by the monitoring unit;
an analyzer configured to analyze the information of the event to identify a problem or abnormal condition of the device to determine a service request to be performed on the device; and
a service depot comprising a computer configured to receive the service request from the analyzer over a Wide Area Network (WAN), to analyze the service request, and to contact a user of the device regarding the service request.
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Abstract
A monitoring system, method, and computer-program product tracks events and device states in a device and sends those events and states to a remote central service center using an Internet access module. The remote central service center monitors the received events and states for errors or warnings. The monitoring software (e.g., a dynamic link library) supports multiple data formats and multiple protocols to more effectively communicate the event and state information.
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Citations
33 Claims
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1. A system for monitoring a device, comprising:
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a monitoring unit located within the device and configured to obtain and store information of an event in the device which is an interaction between a user and the device, wherein the monitoring unit is configured to monitor the event as it occurs using sensors internal to the device; record ID information, a cumulative session identifier for the event, and a duration of the event corresponding to the cumulative session identifier; determine and store a sequence of use for a plurality of subcomponents of the device; and transmit the information of the event from the device, wherein the information of the event includes the sequence of use, the ID information, the cumulative session identifier, and the duration of the event; a receiver configured to receive the information of the event of the device transmitted by the monitoring unit; an analyzer configured to analyze the information of the event to identify a problem or abnormal condition of the device to determine a service request to be performed on the device; and a service depot comprising a computer configured to receive the service request from the analyzer over a Wide Area Network (WAN), to analyze the service request, and to contact a user of the device regarding the service request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer program product, comprising:
- a computer storage medium and a computer program code mechanism embedded in the computer storage medium for causing a computer system to monitor a device, the computer program code mechanism comprising;
a first computer code device configured to obtain and store information of an event in the device which is an interaction between a user and the device, wherein the first computer code device is configured to monitor the event as it occurs using sensors internal to the device; record ID information, a cumulative session identifier for the event, and a duration of the event corresponding to the cumulative session identifier; determine and store a sequence of use for a plurality of subcomponents of the device; and transmit the information of the event from the device, wherein the information of the event includes the sequence of use, the ID information, the cumulative session identifier, and the duration of the event; a second computer code device configured to receive the information of the event of the device transmitted by the first computer code device; a third computer code device configured to analyze the information of the event to identify a problem or abnormal condition of the device to determine a service request to be performed on the device; and a fourth computer code device configured to cause a service depot comprising a computer to receive the service request from the third computer code device over a Wide Area Network (WAN), to analyze the service request, and to contact a user of the device regarding the service request. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
- a computer storage medium and a computer program code mechanism embedded in the computer storage medium for causing a computer system to monitor a device, the computer program code mechanism comprising;
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23. A computer-implemented method for monitoring a device, comprising:
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obtaining and storing, by a monitoring unit located within the device, information of an event in the device which is an interaction between a user and the device, wherein the obtaining step comprises monitoring the event as it occurs using sensors internal to the device; recording ID information, a cumulative session identifier for the event, and a duration of the event corresponding to the cumulative session identifier; determining and storing a sequence of use for a plurality of subcomponents of the device; and transmitting the information of the event from the device, wherein the information of the event includes the sequence of use, the ID information, the cumulative session identifier, and the duration of the event; receiving, by a receiver, the information of the event of the device transmitted by the monitoring unit; analyzing, by an analyzer, the information of the event to identify a problem or abnormal condition of the device to determine a service request to be performed on the device; receiving, by a service depot comprising a computer, the service request from the analyzer over a Wide Area Network (WAN); analyzing, by the service depot, the service request; and contacting, by the service depot, a user of the device regarding the service request. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33)
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Specification