Mobile screen methods and systems for collaborative troubleshooting of a device
First Claim
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1. A communication system for supporting collaborative interactions between an electromagnetic device user and a troubleshooting advisor engaged in troubleshooting support activities for the electromechanical device, comprising:
- an electromechanical device including a user detachable display unit detachably mounted to the device, the device and display unit configured to generate and display on the detachable display unit a dynamic virtual representation of the device including a model of the device orientated to a perspective of the device user'"'"'s position relative to the device and a sensed state of the device, wherein a first communication link is configured to communicate data between the display unit and the device, the data being characteristic of the sensed state of at least one component of the electromechanical device; and
a remote troubleshooting interface configured to display the dynamic virtual representation of the device orientated to the perspective of the device user'"'"'s position relative to the device and the sensed state of the device;
wherein a second communication link is configured to provide bidirectional data communications between the electromechanical device and the remote troubleshooting interface,wherein the communication system is configured to update the dynamic virtual representation of the device displayed on the detachable display unit based on a change in the position of the device user relative to the device and the sensed state of the device, and the communication system is configured whereby the dynamic virtual representation of the device is communicated by the second communication link to the remote troubleshooting interface and synchronized with the troubleshooting interface.
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Abstract
This disclosure provides collaborative communication systems and methods to facilitate troubleshooting of a device. Specifically, the disclosed systems and methods include a dynamic virtual representation of a device from the perspective of a user of the device which is shared with a remote troubleshooter. The dynamic virtual representation is based on the position of the user.
75 Citations
25 Claims
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1. A communication system for supporting collaborative interactions between an electromagnetic device user and a troubleshooting advisor engaged in troubleshooting support activities for the electromechanical device, comprising:
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an electromechanical device including a user detachable display unit detachably mounted to the device, the device and display unit configured to generate and display on the detachable display unit a dynamic virtual representation of the device including a model of the device orientated to a perspective of the device user'"'"'s position relative to the device and a sensed state of the device, wherein a first communication link is configured to communicate data between the display unit and the device, the data being characteristic of the sensed state of at least one component of the electromechanical device; and a remote troubleshooting interface configured to display the dynamic virtual representation of the device orientated to the perspective of the device user'"'"'s position relative to the device and the sensed state of the device;
wherein a second communication link is configured to provide bidirectional data communications between the electromechanical device and the remote troubleshooting interface,wherein the communication system is configured to update the dynamic virtual representation of the device displayed on the detachable display unit based on a change in the position of the device user relative to the device and the sensed state of the device, and the communication system is configured whereby the dynamic virtual representation of the device is communicated by the second communication link to the remote troubleshooting interface and synchronized with the troubleshooting interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for troubleshooting a device operatively associated with a communication system for supporting remote interactions between a device user and a troubleshooting advisor, the communication system including a user detachable display unit detachably mounted to the device and operatively connected to the device, a troubleshooting interface operatively connected to the device, and a communication link operatively connecting the detachable display unit and the remote troubleshooting interface, the method comprising:
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a) the detachable display unit generating and displaying a virtual representation of the device including a model of the device orientated to a perspective of the device user'"'"'s position relative to the device and a sensed state of the device; b) the troubleshooting interface displaying the virtual representation of the device orientated to the perspective of the device user'"'"'s position relative to the device and the sensed state of the device; and c) dynamically updating the virtual representation of the device displayed on the detachable display unit based on a change in the position of the device user relative to the device and the sensed state of the device. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A printing system including an interactive communication system for supporting collaborative interactions between a printing system user and a troubleshooting advisor engaged in troubleshooting support activities for the printing system comprising:
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a printer; a user detachable display unit detachably mounted to the printer, the display unit configured to generate a dynamic virtual representation including a model of one or more areas of the printing system orientated to a perspective of the printing system user'"'"'s position relative to the printing system and a sensed state of the printing system, wherein a first communication link is configured to communicate data between the display unit and the printer, the data being characteristic of the sensed state of at least one component of the printer; a remote troubleshooting interface configured to display the dynamic virtual representation of the one or more areas of the printing system orientated to the perspective of the printing system user'"'"'s position relative to the printing system and the sensed state of the printing system; and wherein a second communication link is configured to provide bidirectional data communications between the printing system and the remote troubleshooting interface; wherein the printing system is configured to update the dynamic virtual representation of the one or more areas of the printing system displayed on the detachable display unit based on a change in the position of the printing system user relative to the printing system and the sensed state of the printing system, and the printing system is configured whereby the dynamic virtual representation of the one or more areas of the printing system is communicated by the second communication link to the remote trouble shooting interface and synchronized with the troubleshooting interface. - View Dependent Claims (22, 23, 24, 25)
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Specification