Adaptive device-initiated polling

• US 9,170,902 B2
• Filed: 02/20/2013
• Issued: 10/27/2015
• Est. Priority Date: 12/20/2001
• Status: Active Grant

• Current Assignee: PTC Inc.
• Original Assignee: PTC Inc.
• Inventors: Taylor, John Louis, Canosa, John Thomas
• Primary Examiner(s): NGUYEN, STEVEN H D
• Application Number:
  US13/771,338
• Publication Number:
  US 20130185593A1
• Time in Patent Office: 979 Days
• US Class Current: 1/1
• CPC Class Codes: G03G 15/5075 Remote control machines, e.g. by a host
• CPC Class Codes: G06F 11/2221 to test input/output devices or peripheral units
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 11/26 Functional testing
• CPC Class Codes: G06F 11/3051 Monitoring arrangements for monitoring the configuration of the computing system or of the computing system component, e.g. monitoring the presence of processing resources, peripherals, I/O links, software programs verification or detection of system hardware configuration G06F11/2247
• CPC Class Codes: G06F 11/327 Alarm or error message display
• CPC Class Codes: H04L 43/065 related to network devices
• CPC Class Codes: H04L 43/103 with adaptive polling, i.e. dynamically adapting the polling rate
• CPC Class Codes: H04L 63/0236 Filtering by address, protocol, port number or service, e.g. IP-address or URL
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications
• CPC Class Codes: H04L 67/12 specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04N 1/00344 with a management, maintenance, service or repair apparatus monitoring H04N1/00002
• CPC Class Codes: H04N 2201/0015 Control of image communication with the connected apparatus, e.g. signalling capability

Abstract

A method includes periodically sending a polling call to an enterprise system outside the firewall at a first polling rate during normal operating conditions, monitoring for a fault condition, periodically sending polling calls to the device outside the firewall at a second polling rate when a fault condition is detected, the second polling rate being higher than the first polling rate. The second polling rate is used as result of a fault condition. The method also includes sending a problem report with the polling calls when the fault condition is detected.

Claims

1. A method performed by a processing apparatus associated with a device, the processing apparatus and the device being subject to network security, the method comprising:

sending polling calls from the processing apparatus to a system not subject to the network security, the polling calls being sent at a first polling rate during normal operating conditions in the device;

monitoring the device for a fault condition; and

sending polling calls from the processing apparatus, through the network security, to the system at a second polling rate in response to detection of a fault condition during the monitoring, the second polling rate being different than the first polling rate;

wherein the polling calls open a two-way connection for communication between the processing apparatus and the system.

2. The method of claim 1, further comprising:

sending a problem report in response to detection of the fault condition;

wherein service is performed on the device following sending the problem report.

3. The method of claim 1, further comprising:

sending a problem report in response to detection of the fault condition;

receiving service instructions generated by the system in response to sending the problem report; and

performing service on the device responsive to the service instructions.

4. The method of claim 1, further comprising sending the polling calls at the first polling rate after the fault condition has been corrected.

5. The method of claim 1, further comprising sending the polling calls at the first polling rate after a predetermined period has elapsed, the predetermined period beginning when the fault condition is detected.

6. The method of claim 1, further comprising sending a problem report in response to detection of the fault condition, the problem report comprising an actual condition that triggered the fault condition.

7. The method of claim 1, further comprising sending a problem report in response to detection of the fault condition, the problem report comprising a screen capture of a user interface display associated with the device at a time of the fault condition.

8. The method of claim 1, wherein detecting the fault condition comprises detecting an external input.

9. The method of claim 8, wherein detecting the external input comprises at least one of:

detecting a telephone call or receiving input from a user interface associated with the device.

10. The method of claim 1, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

11. A method, performed by a system, to manage a device in a network environment, the method comprising:

receiving first polling calls from a processing apparatus associated with the device, the device and the processing apparatus being subject to network security that separates the device and the processing apparatus from the system in the network environment;

identifying a communication from the processing apparatus associated with the device that includes a problem report; and

receiving, for a duration, second polling calls from the processing apparatus associated with the device, the second polling calls being received by the system following the communication and at a rate that is different than a rate at which the first polling calls were received by the system;

wherein the first polling calls and the second polling calls open a two-way connection for communication between the processing apparatus and the system; and

wherein the first polling calls and the second polling calls pass from the processing apparatus associated with the device, through the network security, to the system.

12. The method of claim 11, further comprising:

comparing monitored parameters included in the first polling calls to threshold parameters; and

instructing the processing apparatus associated with the device to increase its polling rate if the monitored parameters surpass the threshold parameters.

13. The method of claim 12, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

14. The method of claim 11, wherein the rate at which the second polling calls is received is higher than a rate at which the first polling calls are received.

15. Non-transitory machine-readable storage storing instructions that are executable by a processing apparatus associated with a device, the processing apparatus and the device being subject to network security, the instructions for causing the processing apparatus to perform operations comprising:

sending polling calls from the processing apparatus to a system not subject to the network security, the polling calls being sent at a first polling rate during normal operating conditions in the device;

monitoring the device for a fault condition; and

sending polling calls from the processing apparatus, through the network security, to the system at a second polling rate in response to detection of a fault condition during the monitoring, the second polling rate being different than the first polling rate;

wherein the polling calls open a two-way connection for communication between the processing apparatus and the system.

16. The non-transitory machine-readable storage of claim 15, wherein the operations comprise:

sending a problem report in response to detection of the fault condition;

wherein service is performed on the device following sending the problem report.

17. The non-transitory machine-readable storage of claim 15, wherein the operations comprise:

sending a problem report in response to detection of the fault condition;

receiving service instructions generated by the system in response to sending the problem report; and

performing service on the device responsive to the service instructions.

18. The non-transitory machine-readable storage of claim 15, wherein the operations comprise sending the polling calls at the first polling rate after the fault condition has been corrected.

19. The non-transitory machine-readable storage of claim 15, wherein the operations comprise sending the polling calls at the first polling rate after a predetermined period has elapsed, the predetermined period beginning when the fault condition is detected.

20. The non-transitory machine-readable storage of claim 15, wherein the operations comprise sending a problem report in response to detection of the fault condition, the problem report comprising an actual condition that triggered the fault condition.

21. The non-transitory machine-readable storage of claim 15, wherein the operations comprise sending a problem report in response to detection of the fault condition, the problem report comprising a screen capture of a user interface display associated with the device at a time of the fault condition.

22. The non-transitory machine-readable storage of claim 15, wherein detecting the fault condition comprises detecting an external input.

23. The non-transitory machine-readable storage of claim 22, wherein detecting the external input comprises at least one of:

detecting a telephone call or receiving input from a user interface associated with the device.

24. The non-transitory machine-readable storage of claim 15, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

25. Non-transitory machine-readable storage storing instructions that are executable by a system to manage a device in a network environment, the instructions being executable in the system to perform operations comprising:

receiving first polling calls from a processing apparatus associated with the device, the device and the processing apparatus being subject to network security that separates the device and the processing apparatus from the system in the network environment;

identifying a communication from the processing apparatus associated with the device that includes a problem report; and

receiving, for a duration, second polling calls from the processing apparatus associated with the device, the second polling calls being received by the system following the communication and at a rate that is different than a rate at which the first polling calls were received by the system;

wherein the first polling calls and the second polling calls open a two-way connection for communication between the processing apparatus and the system; and

wherein the first polling calls and the second polling calls pass from the processing apparatus associated with the device, through the network security, to the system.

26. The non-transitory machine-readable storage of claim 25, wherein the operations comprise:

comparing monitored parameters included in the first polling calls to threshold parameters; and

instructing the processing apparatus associated with the device to increase its polling rate if the monitored parameters surpass the threshold parameters.

27. The non-transitory machine-readable storage of claim 26, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

28. The non-transitory machine-readable storage of claim 25, wherein the rate at which the second polling calls is received is higher than a rate at which the first polling calls are received.

29. A processing apparatus associated with a device, the processing apparatus and the device being subject to network security, the processing apparatus comprising a processor configured to execute instructions to perform operations comprising:

sending polling calls from the processing apparatus to a system not subject to the network security, the polling calls being sent at a first polling rate during normal operating conditions in the device;

monitoring the device for a fault condition; and

sending polling calls from the processing apparatus, through the network security, to the system at a second polling rate in response to detection of a fault condition during the monitoring, the second polling rate being different than the first polling rate;

wherein the polling calls open a two-way connection for communication between the processing apparatus and the system.

30. The processing apparatus of claim 29, wherein the operations comprise:

sending a problem report in response to detection of the fault condition;

wherein service is performed on the device following sending the problem report.

31. The processing apparatus of claim 29, wherein the operations comprise:

sending a problem report in response to detection of the fault condition;

receiving service instructions generated by the system in response to sending the problem report; and

performing service on the device responsive to the service instructions.

32. The processing apparatus of claim 29, wherein the operations comprise sending the polling calls at the first polling rate after the fault condition has been corrected.

33. The processing apparatus of claim 29, wherein the operations comprise sending the polling calls at the first polling rate after a predetermined period has elapsed, the predetermined period beginning when the fault condition is detected.

34. The processing apparatus of claim 29, wherein the operations comprise sending a problem report in response to detection of the fault condition, the problem report comprising an actual condition that triggered the fault condition.

35. The processing apparatus of claim 29, wherein the operations comprise sending a problem report in response to detection of the fault condition, the problem report comprising a screen capture of a user interface display associated with the device at a time of the fault condition.

36. The processing apparatus of claim 29, wherein detecting the fault condition comprises detecting an external input.

37. The processing apparatus of claim 36, wherein detecting the external input comprises at least one of:

detecting a telephone call or receiving input from a user interface associated with the device.

38. The processing apparatus of claim 29, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

39. A system configured to manage a device in a network environment, the system comprising:

one or more servers to execute instructions to perform operations comprising;

receiving first polling calls from a processing apparatus associated with the device, the device and the processing apparatus being subject to network security that separates the device and the processing apparatus from the system in the network environment;

identifying a communication from the processing apparatus associated with the device that includes a problem report; and

receiving, for a duration, second polling calls from the processing apparatus associated with the device, the second polling calls being received by the system following the communication and at a rate that is different than a rate at which the first polling calls were received by the system;

wherein the first polling calls and the second polling calls open a two-way connection for communication between the processing apparatus and the system; and

wherein the first polling calls and the second polling calls pass from the processing apparatus associated with the device, through the network security, to the system.

40. The system of claim 39, wherein the operations comprise:

comparing monitored parameters included in the first polling calls to threshold parameters; and

instructing the processing apparatus associated with the device to increase its polling rate if the monitored parameters surpass the threshold parameters.

41. The system of claim 40, wherein the network security comprises at least one of a firewall, an Internet proxy, or a Network Address Translator (NAT).

42. The system of claim 39, wherein the rate at which the second polling calls is received is higher than a rate at which the first polling calls are received.