Support network

• US 7,409,318 B2
• Filed: 03/15/2006
• Issued: 08/05/2008
• Est. Priority Date: 02/14/2000
• Status: Expired due to Fees

• Current Assignee: Nextnine Incorporated (Honeywell International Inc.)
• Original Assignee: Nextnine Incorporated (Honeywell International Inc.)
• Inventors: Levonai, Gil, Minzer, Oren, Maniv, Eldad, Elkayam, Ronny, Dulberg, Adi
• Primary Examiner(s): Assouad; Patrick
• Assistant Examiner(s): SUAREZ, FELIX E
• Application Number:
  US11/376,521
• Publication Number:
  US 20060161394A1
• Time in Patent Office: 874 Days
• Field of Search: 702/119, 702182-185, 702/189, 702/188, 703/27, 705/8, 709/203, 709/223, 714/4
• US Class Current: 702/184
• 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 11/2294 by remote test
• CPC Class Codes: G06F 11/366 using diagnostics G06F11/0703 takes precedence

Abstract

A method of device maintenance, comprising:

• • providing a maintenance network including a user site and a multi-device servicing site that provides maintenance to at least one target device in said user site;
  • selecting, by a user, a degree of access of maintenance functions of said servicing site to at least one of maintenance-related information of said target device and commanding said target device to perform a maintenance-related task; and
  • setting said degree of access.

Claims

1. A method of device maintenance, comprising:

providing a maintenance network including a user site and a multi-device servicing site that provides maintenance to at least one target device in said user site;

selecting, by a user, a degree of access prevention of maintenance functions, including intermediate restriction levels of said servicing site to at least one of maintenance-related information of said target device and commanding said target device to perform a maintenance-related task;

setting said degree of access; and

performing at least one of said maintenance functions to said target device;

displaying a report of said maintenance functions in a manner that indicates problems in the target devices,

wherein said degree of access prevention includes intermediate restriction levels.

2. A method according to claim 1, wherein said setting comprises setting at said target device.

3. A method according to claim 1, wherein said setting comprises setting at a site server associated with a plurality of devices located at a same site as said target device.

4. A method according to claim 1, wherein said setting comprises setting at a communication server that mediates communication between said user site and servicing site.

5. A method according to claim 1, comprising enforcing conformance with said degree of access by an entity associated with said user site.

6. A method according to claim 5, wherein said entity comprises a site server associated with a plurality of devices located at a same site as said target device.

7. A method according to claim 5, wherein said entity comprises a dedicated agent associated with said target device.

8. A method according to claim 5, wherein said enforcing comprises blocking data arriving from said target device.

9. A method according to claim 5, wherein said enforcing comprises blocking tasks sent to said target device.

10. A method according to claim 5, wherein said enforcing comprises faking device data.

11. A method according to claim 1, wherein said provided maintenance comprises automated maintenance.

12. A method according to claim 1, wherein said provided maintenance comprises manual maintenance.

13. A method according to claim 1, wherein said maintenance network comprises an on-line network.

14. A method according to claim 1, wherein said maintenance network comprises an off-line network.

15. A method according to claim 1, wherein said degree of access comprises allowing said servicing site to view maintenance-related information from said target device.

16. A method according to claim 1, wherein said degree of access comprises allowing said servicing site to set parameters in said target device.

17. A method according to claim 1, wherein said degree of access comprises allowing said servicing site to access a maintenance protocol supported by said target device.

18. A method according to claim 1, wherein said target device comprises a home appliance.

19. A method according to claim 1, wherein said target device comprises a telecommunication network device.

20. A method according to claim 1, wherein said maintenance-related task comprises an instruction to patch software on said target device.

21. A method according to claim 1, wherein said maintenance-related task comprises at least one diagnosis rule.

22. A method according to claim 1, wherein said maintenance-related task comprises an instruction to collect information on said target device.

23. A method according to claim 1, wherein said maintenance comprises preventive maintenance.

24. A method according to claim 1, wherein said maintenance comprises diagnosing a fault condition.

25. A method according to claim 1, wherein said maintenance comprises repairing a fault condition.

26. A maintenance configuration adapted for carrying out the method of claim 1, comprising:

at least one target device at a user site;

at least one site server associated with a plurality of devices at said user site; and

a maintenance server that provides maintenance for said target device.

27. A method of device maintenance, comprising:

(a) detecting a fault in a target device;

(b) automatically determining that remote access to said target device is needed;

(c) automatically allowing a change in degree of remote access prevention of a remote access channel, said degree of access prevention including intermediate restriction levels; and

(d) remotely accessing and maintaining said target device via said channel in response to said detected fault.

28. A method according to claim 27, wherein said (a) is performed by a user of the target device.

29. A method according to claim 27, wherein said (a) is performed automatically.

30. A method according to claim 27, wherein said remote access is within a same network.

31. A method according to claim 27, wherein said remote access is via a firewall hat protects the device.

32. A method according to claim 27, wherein said remote access is via terminal emulation.

33. A method according to claim 27, wherein said remote access is via desktop sharing.

34. A method according to claim 27, wherein said remote access enables retrieval of files from said target device.

35. A method according to claim 27, wherein said remote access enables writing of files to said target device.

36. A method according to claim 27, wherein said change in degree comprises changing based on predefined policies.

37. A method according to claim 27, wherein said change in degree comprises allowing a specific user to connect.

38. A method according to claim 27, wherein said change in degree comprises allowing a specific protocol to connect.

39. A method according to claim 27, wherein said change in degree comprises allowing said channel to be opened for a specific amount of time.

40. A method according to claim 27, wherein said change in degree comprises allowing the connection of said target device to other devices related to said fault.

41. A method according to claim 27, wherein said change in degree comprises blocking specific commands.

42. A method according to claim 27, wherein said change in degree comprises filtering specific responses from said target device.

43. A method according to claim 27, wherein session logs of said remotely accessing are stored locally on said target device.

44. A method according to claim 27, wherein session logs of said remotely accessing are remotely accessible from said target device via said channel.

45. A method according to claim 27, wherein the user of the target device is informed when said target device is remotely accessed via said channel.

46. A method of device maintenance, comprising:

providing a maintenance network including a user site and a multi-device servicing site that provides maintenance to at least one target device in said user site;

selecting, by a user, a degree of access prevention of maintenance functions of said servicing site to at least one of maintenance-related information of said target device and commanding said target device to perform a maintenance-related task;

setting said degree of access; and

performing, by the servicing site, at least one of said maintenance functions to said at least one target device in said user site,

wherein said degree of access prevention includes intermediate restriction levels.

47. A method according to claim 46, further comprising:

determining the status of failure states in said at least one target device; and

and wherein said performing comprises performing, by the servicing site, at least one of said maintenance functions to said at least one target device in said user site, in response a to said determined status of failure states.

48. A method of device maintenance, comprising:

(a) detecting a fault in a target device;

(b) automatically determining that remote access to said target device is needed;

(c) automatically allowing a change in degree of remote access prevention of a remote access channel, said degree of access prevention including intermediate restriction levels; and

(d) remotely accessing and maintaining said target device via said channel

(e) displaying a report of said maintaining of said target device in a manner that indicates problems in the target device.