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System for providing support for an electronic device

  • US 7,634,077 B2
  • Filed: 05/17/2004
  • Issued: 12/15/2009
  • Est. Priority Date: 06/02/2003
  • Status: Expired due to Fees
First Claim
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1. A method of supporting remotely a user electronic device, comprising:

  • providing an automated telephonic guidance service for assisting a user in accessing a web application, wherein the automated telephonic guidance service presents the user with a plurality of procedural options to obtain remote support of the user electronic device, wherein the options include at least direct human support assistance, launching a web browser to invoke a self help procedure, and running a diagnostic procedure;

    running a preparation routine via the web application, wherein said routine harvests data from the user'"'"'s device, wherein the data relates to the configuration and state of the user'"'"'s device;

    determining whether automatic repair can be provided for the device via the web application;

    if automatic repair can be provided for the device via the web application, providing such automatic repair using a diagnostic wizard provided by the web application;

    if automatic repair cannot be provided for the device via the web application,providing for the harvested data to be stored by the web application;

    providing human support assistance to the user; and

    providing access by the human support assistance to the harvested data stored by the web application.

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