Self-service terminal remote fix

• US 8,806,275 B1
• Filed: 06/15/2009
• Issued: 08/12/2014
• Est. Priority Date: 04/30/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Vannatter, Timothy B., Fitzgerald, Richard L., Crowley, Stephen R.
• Primary Examiner(s): BUTLER, SARAI E
• Application Number:
  US12/484,470
• Time in Patent Office: 1,884 Days
• Field of Search: 714/25, 714/57, 714/48
• US Class Current: 714/25
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G07F 19/209 Monitoring, auditing or diagnose of functioning of ATMs

Abstract

A self-service device for implementing automated fault resolution is provided. The self-service device may include a memory module for storing self-service device fault data. The self-service device may include a computational module for analyzing the self-service device fault data and for selecting an automated fault resolution subroutine to correct the fault condition. The self-service device may also include a monitoring module for determining whether a customer transaction is ongoing. And, if a customer transaction is not ongoing, the computational module may instruct the self-service device to initiate the selected fault resolution subroutine.

Claims

1. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for implementing fault resolution on an electronic self-service device, the method comprising:

storing self-service device fault data in an information storage module resident in the electronic self-service device fault data, wherein at least a portion of the self-service device fault data is a result of a fault condition;

analyzing the self-service device fault data, wherein the analyzing comprises comparing the self-service device fault data with a remotely stored image or a self-service device software inventory to determine whether the electronic self-service device is capable of correcting the fault condition;

if, based on the comparing, the electronic self-service device is determined to be capable of correcting the fault condition;

initiating a self-healing subroutine on the electronic self-service device, wherein a remote server causes the initiating of the self-healing subroutine on the electronic self-service device;

determining whether a customer transaction is ongoing; and

, when no customer transaction is ongoing, instructing the electronic self-service device to correct the fault condition; and

if, based on the comparing, the electronic self-service device is determined to be incapable of correcting the fault condition, determining whether a remote technician is able to implement a remote fix.

2. The method of claim 1 further comprising instructing the electronic self-service device to transmit a screen shot of a display of the electronic self-service device to a computer server.

3. The method of claim 1, the determining whether a customer transaction is ongoing further comprising receiving an electronic transmission from an Automated Teller Machine (“

ATM”

), said transmission including information relating to whether the customer transaction is ongoing.

4. The method of claim 1 the analyzing the self-service device fault data further comprising electronically reviewing an electronic fault log stored on the electronic self-service device.

5. The method of claim 1 further comprising using one of an Extension for Financial Services Protocol command, a Simple Network Management Protocol command, and a service restart as part of the initiation of the self-healing subroutine.

6. An electronic self-service device for implementing automated fault resolution, the electronic self-service device comprising:

a memory module configured to store self-service device fault data;

a computational module configured to;

analyze the self-service device fault data to determine whether the electronic self-service device is capable of correcting the fault condition, wherein;

at least a portion of the self-service device fault data is a result of a fault condition;

the analyzing comprises comparing the self-service device fault data with a remotely-stored image of a self-service device software inventory; and

a remote server causes the computational module to;

initiate a self-healing subroutine on the electronic self-service device in response to the analysis using the remotely-stored image of the self-service device software inventory; and

select an automated fault resolution subroutine to correct the fault condition; and

a monitoring module configured to determine whether a customer transaction is ongoing;

wherein the computational module is further configured to instruct the electronic self-service device to initiate a selected fault resolution subroutine if a customer transaction is not ongoing; and

wherein it the electronic self-service device is determined to be incapable of correcting the fault condition, determining whether a remote technician is able to implement a remote fix.

7. The device of claim 6 further comprising a communications module for transmitting a screen shot of a display of the electronic self-service device to a computer server.

8. The device of claim 7, the memory module further comprising an electronic fault data log, wherein the computational module is further analyzing electronic fault log.

9. The device of claim 6 further comprising a communications module for receiving a transmission of instructions from a remote server, said instructions include a command to initiate a self-healing subroutine on the electronic self-service device.

10. The device of claim 6 wherein the instructions are communicated using one of an Extension for Financial Services Protocol command, a Simple Network Management Protocol command, and a service restart.

11. The device of claim 6 wherein the electronic self-service device is an Automated Teller Machine (“

ATM”

).

12. A method for implementing fault resolution on an electronic self-service device, the method comprising:

storing self-service device fault data in an information storage module resident in the electronic self-service device, wherein at least a portion of the self-service fault data is a result of a fault condition;

analyzing the self-service device fault data to determine whether the electronic self-service device is capable of correcting the fault condition, wherein the analyzing comprising comparing the self-service device fault data with a remotely-stored image of a self-service device software inventory;

initiating a self-healing subroutine on the electronic self-service device in response to the comparing, wherein a remote server causes the initiating of the self-healing subroutine on the electronic self-service device;

if the electronic self-service device is capable of correcting the fault condition, determining whether a customer transaction is ongoing;

if the customer transaction is not ongoing, instructing the electronic self-service device to correct the fault condition; and

,

if the electronic self-service device is not capable of correcting the fault condition, determining whether a remote technician is able to implement a remote fix.

13. The method of claim 12 further comprising instructing the electronic self-service device to transmit a screen shot of a display of the electronic self-service device to a computer server.

14. The method of claim 12, the determining whether a customer transaction is ongoing further comprising receiving an electronic transmission from an Automated Teller Machine (“

ATM”

), said transmission including information relating to whether the customer transaction is ongoing.

15. The method of claim 12, the analyzing the self-service device fault data further comprising electronically reviewing an electronic fault log stored on the electronic self-service device.

16. The method of claim 12 further comprising using one of an Extension for Financial Services Protocol command, a Simple Network Management Protocol command, and a service restart as part of the initiation of the self-healing subroutine.