Facilitating user support of electronic devices using matrix codes

• US 9,329,966 B2
• Filed: 07/27/2011
• Issued: 05/03/2016
• Est. Priority Date: 11/23/2010
• Status: Active Grant

• Current Assignee: Dish Technologies LLC (Dish Network Corporation)
• Original Assignee: Echostar Technologies LLC (Echostar Corporation)
• Inventors: Dugan, Michael T., Gomez, Mark H.
• Primary Examiner(s): KELLY, RAFFERTY D
• Application Number:
  US13/192,287
• Publication Number:
  US 20120131416A1
• Time in Patent Office: 1,742 Days
• Field of Search: 235/375, 714/760, 714/E11.03
• US Class Current: 1/1
• CPC Class Codes: G06F 11/32 with visual or acoustical indication of the functioning of the machine

Abstract

An electronic device detects occurrence of an error condition and selects a matrix code to include in an error message to transmit to a display device based on the error condition. A reader device decodes the displayed matrix code to present information regarding resolution of the error condition. The electronic device may select the matrix code by looking up the error condition in a table or by dynamically generate the matrix code. In various implementations, the electronic device may determine that the information regarding resolution of the error condition has been utilized to unsuccessfully resolve the error condition. If so, the electronic device may select and transmit and additional matrix code that may be decoded by the reader device to access and present an additional set of information regarding resolution of the error condition or to initiate an electronic device support request.

Claims

1. A method for facilitating user support of electronic devices, the method comprising:

detecting, utilizing an electronic device, at least one error condition relating to the operation of the electronic device, wherein the electronic device is selected from the group consisting of a television, a television receiver, a digital video recorder, a digital video disc player, an automobile, a personal computer, a telephone, a kitchen appliance, a video game system, and a security system;

selecting, utilizing the electronic device, at least one matrix code to include in at least one error message, wherein the selected matrix code includes encoded information related to the at least one error condition;

transmitting, utilizing the electronic device, the at least one error message to at least one display device wherein the at least one matrix code in the error message is displayed on the display device and is decodable by at least one reader device that optically detects the at least one matrix code included in the at least one error message displayed on the at least one display device to present information regarding resolution of the at least one error condition;

determining, utilizing the at least one electronic device, that the information regarding resolution of the at least one error condition did not successfully resolve the at least one error condition; and

transmitting, utilizing the at least one electronic device, at least one additional matrix code to the at least one display device, wherein the at least one additional matrix code includes information different from or in addition to information included in the information regarding resolution of the at least one error condition.

2. The method of claim 1, wherein said operation of selecting, utilizing the electronic device, at least one matrix code to include at least one error message based on the at least one error condition further comprises generating the at least one matrix code utilizing the electronic device.

3. The method of claim 2, wherein said operation of generating the at least one matrix code utilizing the electronic device further comprises including information specific to the electronic device in the at least one matrix code.

4. The method of claim 1, wherein the at least one additional matrix code is decodable by the at least one reader device that optically detects the at least one matrix code displayed on the at least one display device to present at least one additional set of information regarding resolution of the at least one error condition.

5. The method of claim 4, wherein the at least one reader device prompts for at least one set of login information prior to presenting the at least one additional set of information regarding resolution of the at least one error condition.

6. The method of claim 1, wherein the at least one additional matrix code is decodable by the at least one reader device that optically detects the at least one matrix code displayed on the at least one display device to initiate an electronic device user support request.

7. The method of claim 6, wherein said operation of transmitting, utilizing the at least one electronic device, at least one additional matrix code to the at least one display device is performed in response to at least one of receiving user input indicating that the user does not want at least one additional set of information regarding resolution of the at least one error condition, determining the at least one additional set of information regarding resolution of the at least one error condition is not available, or determining that a threshold number of matrix codes already been provided based on the at least one error condition.

8. The method of claim 1, wherein said operation of determining, utilizing the at least one electronic device, that the information regarding resolution of the at least one error condition did not successfully resolve the at least one error condition further comprises at least one of:

monitoring, utilizing the electronic device, at least one operating of the electronic device to determine if the information regarding resolution of the at least one error condition has been utilized to resolve the at least one error condition, or

receiving at least one input at the electronic device from at least one of at least one user interface of the electronic device or the at least one reader device, wherein the at least one input indicates that the information regarding resolution of at least one error condition and the at least one error condition is not resolved.

9. A system, comprising:

at least one electronic device selected from the group consisting of a television, a television receiver, a digital video recorder, a digital video disc player, an automobile, a personal computer, a telephone, a kitchen appliance, a video game system, and a security system, comprising;

at least one electronic device processing unit that detects at least one error condition relating to the operation of the electronic device and selects at least two matrix codes to include in at least two error messages based on the at least one error condition, wherein the selected matrix code includes encoded information related to the at least one error condition, and wherein the second of the at least two matrix codes is performed in response to at least one of receiving user input indicating that the user does not want at least one additional set of information regarding resolution of the at least one error condition, determining that additional information regarding resolution of the at least one error condition is not available, or determining that a threshold number of matrix codes already been provided based on the at least one error condition; and

at least one electronic device output component that transmits the at least one error message to at least one display device that displays the selected matrix code, and

at least one reader device, comprising;

at least one reader device optical detector that detects the at least one matrix code included in the at least one error message displayed on the at least one display device; and

at least one reader device processing unit that decodes the at least one matrix code detected by the at least one reader device optical detector to present information regarding resolution of the at least one error condition.

10. The system of claim 9, wherein the at least one electronic device processing unit determines that the information included in the first of the at least two matrix codes regarding resolution of the at least one error condition did not successfully resolve the at least one error condition.

11. The system of claim 10, wherein the at least one reader device processing unit decodes the second of the at least two matrix codes detected by the at least one reader device optical detector to present at least one additional set of information regarding resolution of the at least one error condition.

12. The system of claim 11, wherein the at least one reader device processing unit prompts for at least one set of login information prior to presenting the at least one additional set of information regarding resolution of the at least one error condition.

13. The system of claim 10, wherein the at least one reader device processing unit decodes the second of the at least two matrix codes detected by the at least one reader device optical detector to initiate an electronic device user support request.

14. The system of claim 13, wherein the at least one electronic device processing unit transmits the second of the at least two matrix codes to the at least one display device via the at least one electronic device output component in response to at least one of:

receiving user input indicating that the user does not want at least one additional set of information regarding resolution of the at least one error condition;

or

determining the at least one additional set of information regarding resolution of the at least one error condition is not available.

15. The system of claim 10, wherein the at least one electronic device processing unit determines that the information regarding resolution of the at least one error condition did not successfully resolve the at least one error condition by at least one of:

monitoring at least one operation of the electronic device to determine if the information regarding resolution of the at least one error condition has been utilized to resolve the at least one error condition, or

receiving at least one input from at least one user interface of the electronic device or the at least one reader device, wherein the at least one input indicates that the information regarding resolution of the at least one error condition has been utilized to attempt to resolve the at least one error condition and the at least one error condition is not resolved.

16. The system of claim 9, wherein the at least one electronic device processing unit selects the at least one matrix code by generating the at least one matrix code.

17. The system of claim 16, wherein the at least one electronic device processing unit includes information specific to the electronic device in the at least one matrix code.

18. An electronic device selected from the group consisting of a television, a television receiver, a digital video recorder, a digital video disc player, an automobile, a personal computer, a telephone, a kitchen appliance, a video game system, and a security system, comprising:

at least one processing unit that detects at least one error condition relating to the operation of the electronic device and selects at least two matrix codes to include in at least two error messages, wherein the selected matrix code includes encoded information related to the at least one error condition, and wherein the second of the at least two matrix codes is performed in response to at least one of receiving user input indicating that the user does not want at least one additional set of information regarding resolution of the at least one error condition, determining that additional information regarding resolution of the at least one error condition is not available, or determining that a threshold number of matrix codes already been provided based on the at least one error condition; and

at least one output component, communicably coupled to the at least one processing unit, that transmits the at least one error message to at least one display device that displays the matrix code;

wherein the at least one matrix code is decodable by at least one reader device that optically detects the at least one matrix code included in the at least one error message displayed on the at least one display device to present information regarding resolution of the at least one error condition.

19. The electronic device of claim 18, wherein the at least one matrix code comprises at least one QR code.