System and method for automatically uploading analysis data for customer support

• US 7,966,522 B2
• Filed: 03/14/2005
• Issued: 06/21/2011
• Est. Priority Date: 03/14/2005
• Status: Active Grant

• Current Assignee: Moon Glow, Series 82 of Allied Security Trust I (Allied Security Trust)
• Original Assignee: Napster LLC (MelodyVR Group Plc)
• Inventors: Fabbrocino, Frank
• Primary Examiner(s): Baderman, Scott T
• Assistant Examiner(s): PATEL, JIGAR P
• Application Number:
  US11/080,599
• Publication Number:
  US 20060212771A1
• Time in Patent Office: 2,290 Days
• Field of Search: 714/26
• US Class Current: 714/26
• CPC Class Codes: G06F 11/0742 in a data processing system embedded in a mobile device, e.g. mobile phones, handheld devices
• 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

Abstract

The invention enhances automatic incident control, problem control, and problem prevention using information provided by the analysis or analysis data. The burden on the part of both users and providers to resolve problems is reduced by using a method of automatic analysis data upload and intelligent problem analysis and resolution. Problems are better identified, investigated, diagnosed, recorded, classified, and tracked until affected services return to normal operation and errors trends are used to proactively prevent future problems.

Claims

1. A method for resolving an error on a user device being used by a user to access a service provided by a service provider server, comprising:

responsive to the detection of an error at the user device, receiving, at an analysis server, user device analysis data captured on the user device;

responsive to the detection of the error, receiving, at the analysis server, service provider server analysis data gathered on the service provider server that the user device was communicating with when the error was detected, the service provider server analysis data being collected on the service provider server during a predetermined time period surrounding the time when the error was detected;

responsive to the detection of the error, analyzing at the analysis server the user device analysis data together with the service provider server analysis data; and

communicating a resolution to the error, based on the combined analysis of the user device analysis data and the service provider server analysis data, to the user device.

2. The method of claim 1, further comprising automatically detecting the error using the analysis server.

3. The method of claim 1, wherein:

receiving user device analysis data comprises copying a client file from the user device and copying a device file from the user device; and

receiving service provider server analysis data comprises copying a server file from the service provider server.

4. The method of claim 1, further comprising:

organizing the user device analysis data and the service provider server analysis data for storage, comprising;

creating a first level directory wherein the first level directory is named according to a user name and user contact information;

creating a second level directory under the first level directory wherein the second level directory is named according to a timestamp of a receipt of the analysis data; and

storing the user device analysis data and the service provider server analysis data in the second level directory.

5. The method of claim 4, wherein organizing the user device analysis data and the service provider server analysis data further comprises storing the user device analysis data and the service provider server analysis data on the user device.

6. The method of claim 1 further comprising:

receiving the user device analysis data in encrypted form; and

decrypting the analysis data prior to analyzing the user device analysis data together with the service provider server analysis data.

7. The method of claim 1, wherein the user device analysis data includes information relating to a plurality of related client devices, the error effecting at least one of the related client devices.

8. The method of claim 7, wherein the user device analysis data is received from one of the plurality of related client devices.

9. The method of claim 1, further comprising:

identifying, at the analysis server, instabilities that could lead to the error.

10. The method of claim 1, wherein receiving service provider server analysis data gathered, during a predetermined time period surrounding a time when the error was detected, comprises receiving service provider server analysis data gathered at a time when the error was detected.

11. The method of claim 1, wherein the analysis server is the service provider server.

12. The method of claim 1, wherein the analysis server is distinct from the service provider server.

13. An analysis server for analyzing errors that occur when a user uses a user device to access service provided by a service provider server, comprising:

a processor,

a storage device, accessible by the processor, and configured to store user device analysis data from the user device and service provider server analysis data from the service provider server; and

a network interface, accessible by the processor, configured to facilitate communication with a service provider server and user device;

wherein;

the processor is configured to, responsive to detection of an error, receive from the user device analysis data captured by the user device;

the processor is configured to, responsive to the detection of the error, receive service provider server analysis data captured, during a predetermined period of time surrounding a time when the error was detected, by the service provider server with which the user device was in communication;

the processor is configured to, responsive to the detection of the error, analyze the user device analysis data together with the service provider server analysis data; and

the processor is configured to send a result of the analysis to the user device.

14. The analysis server of claim 13, wherein:

the user device analysis data is contained in a client file including information about a client running on the user device and a device file including information about the user device.

15. The analysis server of claim 13, wherein:

the service provider server analysis data is contained in a server file including information about the service provider server including at least one of an inventory of hardware for the service provider server, an inventory of software for the service provider server, an inventory of device drivers for the service provider server, an operating system for the service provider server, a storage utilization level for the service provider server, a memory utilization level for the service provider server, and a processor utilization level for the service provider server.

16. The analysis server of claim 13, wherein:

the service provider server analysis data is contained in a server file including information about a communication network between the service provider server and the user device including at least one of an available bandwidth, a network utilization, an upload rate, and a download rate.

17. The analysis server of claim 14, wherein the client file includes at least one of a version of the client, an update history of the client, a usage history of the client, and a usage history of service provider sites the client was used to access.

18. The analysis server of claim 14, wherein the device file includes at least one of an inventory of hardware for the device, an inventory of software for the device, an inventory of device drivers for the device, an operating system for the device, a storage utilization level for the device, a memory utilization level for the device, and a processor utilization level for the device.

19. The analysis server of claim 13, wherein:

the storage unit is configured to store the user device analysis data and the server service provider server analysis data in a file structure including a first level directory, wherein the first level directory is named according to a user name and user contact information, and a second level directory under the first level directory, wherein the second level directory is named according to a timestamp of a receipt of the user device analysis data; and

the user device analysis data and the service provider server analysis data is stored in the second level directory.

20. The analysis server of claim 13, wherein:

the user device analysis data is received in encrypted form; and

the processor is further configured to decrypt the analysis data.

21. The analysis server of claim 13, wherein the user device analysis data includes information related to a plurality of user devices.

22. The analysis server of claim 13, wherein the processor is further configured to continuously monitor the user device and automatically detect the error.

23. The analysis server of claim 13, wherein the processor is further configured to transmit a copy of the service provider server analysis data to the user device.

24. The analysis server of claim 13, wherein the processor is further configured to automatically remedy the cause of the error.

25. The analysis server of claim 13, wherein the processor is further configured to notify a service provider of the error.

26. The analysis server of claim 13, wherein the service provider server analysis data is captured at the time when the error was detected.

27. The analysis server of claim 13, wherein the analysis server is the service provider server.

28. The analysis server of claim 13, wherein the analysis server is distinct from the service provider server.

29. A system for analysis of errors that occur when a user accesses with a user device a service from a service provider server, the system comprising:

an analysis server,

a storage device, accessible by the analysis server, and configured to store user device analysis data from the user device and service provider server analysis data from the service provider server; and

a network interface, accessible by the analysis server, configured to facilitate communication with a service provider server and user device;

wherein;

the analysis server is configured to, responsive to detection of an error, receive from the user device the user device analysis data captured by the user device;

the analysis server is configured to, responsive to the detection of the error, receive the service provider server analysis data captured, during a predetermined period of time surrounding a time when the error was detected, by the service provider server with which the user device was in communication;

the analysis server is configured to, responsive to the detection of the error, analyze the user device analysis data together with the service provider server analysis data; and

the analysis server is configured to send a result of the analysis to the user device.

30. The system of claim 29, wherein:

the user device analysis data is contained in a client file including information about a client running on the user device and a device file including information about the user device.

31. The system of claim 29, wherein:

the service provider server analysis data is contained in a server file including information about the service provider server including at least one of an inventory of hardware for the service provider server, an inventory of software for the service provider server, an inventory of device drivers for the service provider server, an operating system for the service provider server, a storage utilization level for the service provider server, a memory utilization level for the service provider server, and a processor utilization level for the service provider server.

32. The system of claim 29, wherein:

the service provider server analysis data is contained in a server file including information about a communication network between the service provider server and the user device including at least one of an available bandwidth, a network utilization, an upload rate, and a download rate.

33. The system of claim 30, wherein the client file includes at least one of a version of the client, an update history of the client, a usage history of the client, and a usage history of service provider sites the client was used to access.

34. The system of claim 30, wherein the device file includes at least one of an inventory of hardware for the device, an inventory of software for the device, an inventory of device drivers for the device, an operating system for the device, a storage utilization level for the device, a memory utilization level for the device, and a processor utilization level for the device.

35. The system of claim 29, wherein:

the storage device is configured to store the user device analysis data and the service provider server analysis data in a file structure including a first level directory, wherein the first level directory is named according to a user name and user contact information, and a second level directory under the first level directory, wherein the second level directory is named according to a timestamp of a receipt of the user device analysis data; and

the user device analysis data and the service provider server analysis data is stored in the second level directory.

36. The system of claim 29, wherein:

the user device analysis data is received in encrypted form; and

the analysis server is further configured to decrypt the user device analysis data.

37. The system of claim 29, wherein the user device analysis data includes information related to a plurality of user devices.

38. The system of claim 29, wherein the analysis server is further configured to continuously monitor the user device and automatically detect the error.

39. The system of claim 29, wherein the analysis server is further configured to transmit a copy of the service provider server analysis data to the user device.

40. The system of claim 29, wherein the analysis server is further configured to automatically remedy the cause of the error.

41. The system of claim 29, wherein the analysis server is further configured to notify a service provider of the error.

42. The system of claim 29, wherein the server service provider server analysis data is captured at the time when the error was detected.

43. The system of claim 29, wherein the analysis server is the service provider server.

44. The system of claim 29, wherein the analysis server is distinct from the service provider server.