SECURE COMPUTER SUPPORT SYSTEM

• US 20020188706A1
• Filed: 10/28/1999
• Published: 12/12/2002
• Est. Priority Date: 10/28/1999
• Status: Active Grant

• Current Assignee: Support.com Incorporated (Greenidge Generation Holdings, Inc.)
• Original Assignee: Support Com Incorporated Delaware
• Inventors: RICHARDS, MARK E., LEE, CADIR BATISTA, DALE, SCOTT WILLIAM
• Granted Patent: US 6,754,707 B2
• Time in Patent Office: Days
• US Class Current: 709/223
• CPC Class Codes: H04L 41/0853 by actively collecting configuration information or by backing up configuration information
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 67/06 specially adapted for file transfer, e.g. file transfer protocol [FTP]
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A system maintains a first computer using a second computer and a central computer by: receiving a request for maintenance from a first computer; opening first and second secured connections to the first and second computers through the central computer; transferring a request for data from the second computer; storing data and a destination instruction sent from the second computer in a central computer buffer; and forwarding the buffered data to the first computer.

Claims

1. A method to maintain a first computer using a second computer and a central computer, comprising:

receiving a request for maintenance from a first computer;

opening first and second secured connections to the first and second computers through the central computer;

transferring a request for data from the second computer;

storing data and a destination instruction sent from the second computer in a central computer buffer; and

forwarding the buffered data to the first computer.

2. The method of claim 1, wherein the central computer is a nexus.

3. The method of claim 1, wherein the secured connection of the first computer remains open without network traffic.

4. The method of claim 1, wherein the first computer resides in a secured area.

5. The method of claim 1, further comprising spawning a process on the first computer in response to the request from the second computer.

6. The method of claim 5, wherein the spawned process collects data on the first computer in accordance with the request from the second computer.

7. The method of claim 1, wherein the request executes diagnostic software on the first computer.

8. The method of claim 1, wherein the request executes repair software on the first computer.

9. The method of claim 1, wherein the request provides information on configuration, state or screen display to the second computer.

10. The method of claim 1, wherein the request relates to transmission of software to and from the first computer.

11. The method of claim 1, wherein one of the first computer or the second computer reestablishes a connection in the case that the connection is interrupted.

12. The method of claim 1, wherein the first computer resides inside a firewall.

14. The apparatus of claim 13, wherein the nexus is a server.

15. The apparatus of claim 13, wherein the secured connection of the first computer remains open without network traffic.

16. The apparatus of claim 13, wherein the secured area is a firewall.

17. The apparatus of claim 13, further comprising a module to spawn a process on the first computer in response to the request from the second computer.

18. The apparatus of claim 5, wherein the spawned process collects data on the first computer in accordance with the request from the second computer.

19. The apparatus of claim 13, wherein the request executes diagnostic software on the first computer.

20. The apparatus of claim 13, wherein the request executes repair software on the first computer.

21. The apparatus of claim 13, wherein the request provides information on configuration, state or screen display to the second computer.

22. The apparatus of claim 13, wherein the request relates to transmission of software to and from the first computer.

23. The apparatus of claim 13, wherein one of the first computer or the second computer reestablishes a connection in the case that the connection is interrupted.

13. An apparatus adapted to maintain one or more computers, comprising:

a first computer residing inside a secured area;

a second computer; and

a nexus to support a secured communication session between the first and second computers, the communication session being related to the operation of the first computer and established in response to a request from the first computer.