Facilitating user support of electronic devices using dynamic matrix code generation

• US 9,792,612 B2
• Filed: 11/23/2010
• Issued: 10/17/2017
• 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., Minnick, Dan J., Gomez, Mark
• Primary Examiner(s): KELLY, RAFFERTY D
• Application Number:
  US12/953,227
• Publication Number:
  US 20120128267A1
• Time in Patent Office: 2,520 Days
• Field of Search: 235494, 382321
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display

Abstract

An electronic device may derive information specific to the device, dynamically generate a matrix code that includes the information as well as user support information, and transmit the dynamically generated code to a display. When a user captures the matrix code with a reader device, the reader device may decode (or use a back end server to decode) the specific information specific and the user support information and initiate a user support request. Thus, user support for electronic devices may be facilitated utilizing dynamically generated matrix codes, such as (but not limited to) QR codes. In response to the initiated user support request, user support may then be provided for the user. Problems may be automatically taken care of for the user, tutorials may be provided for the user, one or more notifications may be provided to the user, service calls may be scheduled for the user, and so on.

Claims

1. A method for facilitating user support of electronic devices using dynamic matrix code generation, the method comprising:

detecting, by an electronic device comprising a television receiver, an error condition experienced by the television receiver, the error condition corresponding to an error in an operation of the television receiver, where the electronic device detects the error condition without receiving an indication of the error condition from a remote provider that is remote from the electronic device;

consequent to the detecting of the error condition, deriving, by the electronic device without receiving a signal from the remote provider, information specific to the television receiver, the information derived to specify i) an error code corresponding to the error in the operation of the television receiver, ii) a television receiver identifier of the television receiver, and iii) a customer identifier related to the electronic device;

dynamically generating, utilizing the electronic device, at least one matrix code wherein the at least one matrix code includes the information specific to the television receiver and electronic device user support information; and

transmitting, utilizing the electronic device, the at least one matrix code to at least one display device wherein the at least one matrix code is decodable by 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.

2. The method of claim 1, wherein the at least one matrix code comprises at least one QR code.

3. The method of claim 1, wherein the electronic device user support information includes information for transmitting the information specific to the television receiver to a user support provider from the at least one reader device.

4. The method of claim 3, further comprising receiving a user support response from the user support provider that was transmitted in response to the transmitted information specific to the television receiver.

5. The method of claim 4, wherein the user support response includes scheduling information regarding a service call for the user support provider to provide user support for the electronic device.

6. The method of claim 1, wherein said operation of transmitting, utilizing the electronic device, the at least one matrix code to the at least one display device further comprises:

combining the at least one matrix code with at least one image; and

transmitting the combination of the at least one matrix code and the at least one image to the at least one display device.

7. The method of claim 1, wherein the electronic device performs said operation of dynamically generating the at least one matrix code upon occurrence of at least one electronic device malfunction.

8. The method of claim 1, wherein the information specific to the television receiver includes at least one encoded password related to usage of the electronic device and the electronic device user support information includes information for recovering the at least one encoded password.

9. An electronic device comprising a television receiver, the electronic device including:

at least one processing unit that;

detects an error condition experienced by the television receiver, the error condition corresponding to an error in an operation of the television receiver, where the electronic device detects the error condition without receiving an indication of the error condition from a remote provider that is remote from the electronic device;

consequent to the detecting of the error condition, derives, without receiving a signal from the remote provider, information specific to the television receiver, the information derived to specify i) an error code corresponding to the error in the operation of the television receiver, ii) a television receiver identifier of the television receiver, and iii) a customer identifier related to the electronic device; and

at least one output component, communicably coupled to the at least one processing unit and at least one display device;

wherein the at least one processing unit dynamically generates at least one matrix code and transmits the at least one matrix code to at least one display device via the at least one output component wherein the at least one matrix code includes the information specific to the television receiver and electronic device support information and the at least one matrix code is decodable by 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.

10. The electronic device of claim 9, wherein the electronic device support information includes information for transmitting the information specific to the television receiver to a user support provider from the at least one reader device.

11. The electronic device of claim 9, wherein the at least one matrix code comprises at least one QR code.

12. The electronic device of claim 9, wherein the at least one processing unit transmits the at least one matrix code to the at least one display device via the at least one output component by combining the at least one matrix code with at least one image transmitting the combination of the at least one matrix code and the at least one image to the at least one display device via the at least one output component.

13. The electronic device of claim 9, wherein the at least one processing unit dynamically generates the at least one matrix code upon occurrence of at least one electronic device operational error.

14. The electronic device of claim 9, wherein the information specific to the television receiver includes at least one encoded password related to usage of the electronic device and the electronic device support information includes information for recovering the at least one encoded password.

15. A system for facilitating user support of electronic devices using dynamic matrix code generation, comprising:

an electronic device comprising a television receiver, the electronic device including;

at least one processing unit that;

detects an error condition experienced by the television receiver, the error condition corresponding to an error in an operation of the television receiver, where the electronic device detects the error condition without receiving an indication of the error condition from a remote provider that is remote from the electronic device;

consequent to the detecting of the error condition, derives, without receiving a signal from the remote provider, information specific to the television receiver, the information derived to specify i) an error code corresponding to the error in the operation of the television receiver, ii) a television receiver identifier of the television receiver, and iii) a customer identifier related to the electronic device; and

at least one output component;

wherein the at least one processing unit dynamically generates at least one matrix code and transmits the at least one matrix code to the at least one display device via the at least one output component wherein the at least one matrix code includes the information specific to the television receiver and electronic device support information; and

at least one reader device, comprising;

at least one optical input device that detects the at least one matrix code displayed on the at least one display device;

at least one processing unit that decodes the information specific to the television receiver and the electronic device support information from the detected at least one matrix code;

wherein the at least one processing unit initiates an electronic device user support request based on the decoded information specific to the television receiver and the electronic device support information.

16. The system of claim 15, further comprising at least one user support provider wherein the at least one reader device initiates the electronic device user support request by transmitting the information specific to the television receiver to the at least one user support provider based on the electronic device support information.

17. The system of claim 16, wherein the at least one user support provider transmits a user support response to a user of the electronic device in response to receiving the information specific to the television receiver from the at least one reader device.

18. The system of claim 17, wherein the user support response includes scheduling information regarding a service call for the user support provider to provide user support for the electronic device.

19. The system of claim 15, wherein the information specific to the television receiver includes at least one encoded password related to usage of the electronic device and the electronic device support information includes information for recovering the at least one encoded password.