Systems and methods for providing technical support and exporting diagnostic data

• US 9,697,013 B2
• Filed: 06/10/2015
• Issued: 07/04/2017
• Est. Priority Date: 06/10/2015
• Status: Active Grant

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Lo, Yuan-Chang, Swierk, Todd Erick, Price, Erin Lane, Quintanilla, III, Frank, Robison, Jr., Charles D., Andrews, Carlton A., Seibert, Philip M.
• Primary Examiner(s): BUTLER, SARAI E
• Application Number:
  US14/736,100
• Publication Number:
  US 20160364250A1
• Time in Patent Office: 755 Days
• Field of Search: 714 36
• CPC Class Codes: G06F 9/453 Help systems

Abstract

Systems and methods for providing technical support and exporting diagnostic data. In some embodiments, an Information Handling System (IHS) includes a processor; and a memory coupled to the processor, the memory having program instructions stored thereon that, upon execution by the processor, cause the IHS to: identify a video failure in response to executing a Basic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI) diagnostics routine prior to the booting of a main Operating System (OS), where the video failure renders the IHS incapable of providing a video interface; and in response to the identification, provide an audio interface to a user, where the audio interface enables the user to perform a troubleshooting operation in the absence of the video interface.

Claims

1. An Information Handling System (IHS), comprising:

a processor; and

a memory coupled to the processor, the memory having program instructions stored thereon that, upon execution by the processor, cause the IHS to;

identify a video failure in response to executing a Basic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI) diagnostics routine prior to the booting of a main Operating System (OS), wherein the video failure renders the IHS incapable of providing a video interface; and

in response to the identification, provide an audio interface to a user, wherein the audio interface enables the user to perform a troubleshooting operation in the absence of the video interface.

2. The IHS of claim 1, wherein the video failure includes a video card or controller failure.

3. The IHS of claim 1, wherein the audio interface is configured to provide a series of one or more audio instructions to the user via a loudspeaker coupled to or part of the IHS, and wherein the audio instructions are part of the troubleshooting operation.

4. The IHS of claim 3, wherein the one or more audio instructions include one or more error codes configured to be reproduced via the audio interface.

5. The IHS of claim 3, wherein the audio interface is configured to receive a user command or response to the audio instructions via a microphone coupled to or part of the IHS.

6. The IHS of claim 3, wherein the audio interface is configured to receive a user command or response to the audio instructions via a keyboard, touchscreen, or pointing device coupled to or part of the IHS.

7. The IHS of claim 1, wherein the program instructions, upon execution by the processor, further cause the IHS to transmit a mayday beacon to a secondary device in physical proximity to the IHS via a wireless interface.

8. The method of claim 7, wherein the mayday beacon includes at least a device identification, fault information, or warranty information.

9. The IHS of claim 7, wherein the IHS is configured to transmit one or more instructions received from the user to the secondary device over the wireless interface.

10. The IHS of claim 7, wherein to perform the troubleshooting operation, the program instructions, upon execution by the processor, further cause the IHS to use a user interface provided by the secondary device.

11. The IHS of claim 1, wherein the program instructions, upon execution by the processor, further cause the IHS to initiate a connection with a backend service or support personnel via a network, and wherein the troubleshooting operation involves one or more audio interactions between the user and the backend service or support personnel.

12. A method, comprising:

identifying a video failure in response to executing a Basic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI) diagnostics routine prior to the booting of a main Operating System (OS), wherein the video failure renders the IHS incapable of providing a video interface; and

in response to the identification, providing an audio interface to a user, wherein the audio interface enables the user to perform a troubleshooting operation in the absence of the video interface.

13. The method of claim 12, further comprising transmitting a mayday beacon to a secondary device in physical proximity to the IHS via a wireless interface.

14. The method of claim 13, wherein at least one of:

(a) the mayday beacon includes at least a device identification, fault information, or warranty information;

or (b) the method further includes transmitting one or more instructions received from the user to the secondary device over the wireless interface or accessing a user interface provided by the secondary device.

15. The method of claim 12, further comprising initiating a connection with a backend service or support personnel via a network, wherein the troubleshooting operation involves one or more audio interactions between the user and the backend service or support personnel.

16. A hardware memory device having program instructions stored thereon that, upon execution by a processor of an Information Handling System (IHS), cause the IHS to:

identify a video failure in response to executing a Basic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI) diagnostics routine prior to the booting of a main Operating System (OS), wherein the video failure renders the IHS incapable of providing a video interface; and

in response to the identification, provide an audio interface to a user, wherein the audio interface enables the user to perform a troubleshooting operation in the absence of the video interface.

17. The hardware memory device of claim 16, wherein the program instructions, upon execution by the processor, further cause the IHS to transmit a mayday beacon to a secondary device in physical proximity to the IHS via a wireless interface.

18. The hardware memory device of claim 17, wherein the mayday beacon includes at least a device identification, fault information, or warranty information.

19. The hardware memory device of claim 17, wherein the program instructions further cause the IHS to:

transmit one or more instructions received from the user to the secondary device over the wireless interface;

or access a user interface provided by the secondary device.

20. The hardware memory device of claim 16, wherein the program instructions further cause the IHS to initiate a connection with a backend service or support personnel via a network, and wherein the troubleshooting operation involves one or more audio interactions between the user and the backend service or support personnel.