System, method, apparatus, and computer program product for providing mobile device support services
First Claim
Patent Images
1. An apparatus comprising at least one processor and at least one memory having program code instructions embodied therein, the at least one memory and program code instructions being configured to, with the at least one processor, direct the apparatus to at least:
- receive device status data from a mobile device;
determine an application profile for the mobile device based at least in part on the device status data, the application profile comprising;
one or more applications installed on the mobile device;
configuration settings for the one or more applications installed on the mobile device; and
resource usage of the one or more applications installed on the mobile device;
receive aggregated device status data from a plurality of other mobile devices;
determine one or more fault profiles for the plurality of other mobile devices based at least in part on the aggregated device status data, the one or more fault profiles comprising;
one or more applications installed on the plurality of other mobile devices;
one or more configuration settings for the one or more applications installed on the plurality of other mobile devices;
resource usage of the one or more applications installed on the plurality of other mobile devices; and
statistical information related to a probability that a particular device configuration may give rise to one or more particular faults;
determine one or more potential faults related to the mobile device based at least in part on the device status data, the application profile, and the one or more fault profiles, wherein the one or more potential faults comprise a predicted fault that has a non-zero probability of affecting the mobile device in the future; and
cause information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to;
receive device status from the mobile device via a first network; and
receive device status from at least one of the other mobile devices via a second network that is not the first network.
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Abstract
A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured deice status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.
25 Citations
33 Claims
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1. An apparatus comprising at least one processor and at least one memory having program code instructions embodied therein, the at least one memory and program code instructions being configured to, with the at least one processor, direct the apparatus to at least:
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receive device status data from a mobile device; determine an application profile for the mobile device based at least in part on the device status data, the application profile comprising; one or more applications installed on the mobile device; configuration settings for the one or more applications installed on the mobile device; and resource usage of the one or more applications installed on the mobile device; receive aggregated device status data from a plurality of other mobile devices; determine one or more fault profiles for the plurality of other mobile devices based at least in part on the aggregated device status data, the one or more fault profiles comprising; one or more applications installed on the plurality of other mobile devices; one or more configuration settings for the one or more applications installed on the plurality of other mobile devices; resource usage of the one or more applications installed on the plurality of other mobile devices; and statistical information related to a probability that a particular device configuration may give rise to one or more particular faults; determine one or more potential faults related to the mobile device based at least in part on the device status data, the application profile, and the one or more fault profiles, wherein the one or more potential faults comprise a predicted fault that has a non-zero probability of affecting the mobile device in the future; and cause information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to; receive device status from the mobile device via a first network; and receive device status from at least one of the other mobile devices via a second network that is not the first network. - View Dependent Claims (2, 3, 4, 5)
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6. A computer program product comprising a non-transitory computer-readable storage medium having program code portions stored therein, the program code portions being configured to, upon execution, direct an apparatus to at least:
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receive device status data from a mobile device; receive device status data from a plurality of other mobile devices; aggregate the device status data received from the plurality of other mobile devices; identify one or more potential faults related to the mobile device based at least in part on the device status data and the aggregated device status data; and cause information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to; receive device status from the mobile device via a first network; and receive device status from at least one of the other mobile devices via a second network that is not the first network. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A system comprising:
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a mobile device comprising at least one first processor and at least one first memory having first program code instructions embodied therein, the at least one first memory and first program code instructions being configured to, with the at least one first processor, direct the mobile device to at least; collect device status data, transmit the device status data, receive information regarding one or more potential faults related to the mobile device, and cause the information regarding the one or more potential faults to be displayed; a mobile device support apparatus comprising at least one second processor and at least one second memory having second program code instructions embodied therein, the at least one second memory and second program code instructions being configured to, with the at least one second processor, direct the mobile device support apparatus to at least; receive the device status data from the mobile device, receive aggregated device status data from a plurality of other mobile devices; determine one or more fault profiles for the plurality of other mobile devices based at least in part on the aggregated device status data, the one or more fault profiles comprising statistical information related to a probability that a particular device configuration may give rise to one or more particular faults; identify one or more potential faults related to the mobile device based at least in part on the device status data and the one or more fault profiles, and cause the information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to; receive device status from the mobile device via a first network; and receive device status from at least one of the other mobile devices via a second network that is not the first network. - View Dependent Claims (30, 31, 32, 33)
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Specification