CONTEXT SENSITIVE WEB-BASED USER SUPPORT

• US 20030023703A1
• Filed: 09/16/1999
• Published: 01/30/2003
• Est. Priority Date: 09/16/1999
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: HAYWARD, KEN, KROLCZYK, MARC J., MARCHIONDA, DAWN M.
• Granted Patent: US 6,629,134 B2
• Time in Patent Office: Days
• US Class Current: 709/217
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method of providing support to a user of a computer peripheral includes sensing a peripheral indicia at a computer and registering the peripheral and downloading from a server additional information about the peripheral based on the peripheral indicia. The peripheral indicia includes any of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia. Registering the peripheral is performed by launching a communications browser to connect to the server. The method also senses a peripheral condition at the computer where the peripheral condition includes either an error code or a code indicative of a consumable reaching a predetermined threshold or both. This method accesses the server at an address defined by the peripheral condition, and the server provides the browser with additional information about the peripheral condition.

Claims

1. A method of providing support to a user of a peripheral comprising steps of:

sensing a peripheral condition at a computer; and

launching a communications browser to access a server at an address defined by the peripheral condition, the server providing the browser with additional information about the peripheral condition.

2. The method of claim 1, wherein the step of launching launches the communications browser when information stored in the computer does not inform about the peripheral condition.

3. The method of claim 1, further comprising a step of storing the additional information in the computer for subsequent access without subsequently launching the browser.

4. The method of claim 1, wherein the additional information includes a flag to indicate whether the peripheral has been reported stolen, the method further comprising a step of disabling the peripheral when the flag indicates that the peripheral has been reported stolen.

5. The method of claim 1, wherein the step of sensing senses one of an error code and a code indicative of a consumable reaching a predetermined threshold.

6. A method of providing support to a user of a computer peripheral comprising steps of:

sensing a peripheral indicia at a computer;

registering the peripheral by launching a communications browser to connect to a server; and

downloading from the server additional information about the peripheral based on the peripheral indicia.

7. The method of claim 6, further comprising steps of:

sensing a peripheral condition at the computer; and

launching a communications browser to access the server at an address defined by the peripheral condition, the server providing the browser with updated information about the peripheral condition.

8. The method of claim 6, further comprising steps of:

sensing a peripheral condition at the computer; and

displaying the downloaded additional information when the downloaded additional information informs about the peripheral condition.

9. The method of claim 6, further comprising steps of:

sensing a peripheral condition at the computer; and

displaying the downloaded additional information when the downloaded additional information informs about the peripheral condition and the downloaded information is dated within a predetermined period of a current date.

10. The method of claim 6, wherein the step of sensing senses one of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia.

11. A computing machine comprising:

a processor controlled by modules;

a first module to sense a peripheral condition at the processor; and

a second module to launch a communications browser module to access a server at an address defined by the peripheral condition, the server providing the browser module with additional information about the peripheral condition.

12. The machine of claim 11, wherein the second module includes test logic to launch the communications browser module when information stored in the processor does not inform about the peripheral condition.

13. The machine of claim 11, further comprising a third module to store the additional information in the processor for subsequent access without subsequently launching the browser module.

14. The machine of claim 11, wherein the additional information includes a flag to indicate whether the peripheral has been reported stolen, the machine further comprising a third module to disable the peripheral when the flag indicates that the peripheral has been reported stolen.

15. The machine of claim 11, wherein the first module includes logic to sense one of an error code and a code indicative of a consumable reaching a predetermined threshold.

16. A computing machine comprising:

a processor controlled by modules;

a first module to sense a peripheral indicia at the processor;

a second module to register the peripheral by launching a communications browser module to connect to a server; and

a third module to download from the server additional information about the peripheral based on the peripheral indicia.

17. The machine of claim 16, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to launch a communications browser module to access the server at an address defined by the peripheral condition, the server providing the browser with updated information about the peripheral condition.

18. The machine of claim 16, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the peripheral condition.

19. The machine of claim 16, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the peripheral condition and the downloaded information is dated within a predetermined period of a current date.

20. The machine of claim 16, wherein the first module includes logic to sense one of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia.

21. A computer readable media for controlling a processor and having modules stored thereon, the media comprising:

a first module to sense a peripheral condition at the processor; and

a second module to launch a communications browser module to access a server at an address defined by the peripheral condition, the server providing the browser module with additional information about the peripheral condition.

22. The media of claim 21, wherein the second module includes test logic to launch the communications browser module when information stored in the processor does not inform about the peripheral condition.

23. The media of claim 21, further comprising a third module to store the additional information in the processor for subsequent access without subsequently launching the browser module.

24. The media of claim 21, wherein the additional information includes a flag to indicate whether the peripheral has been reported stolen, the machine further comprising a third module to disable the peripheral when the flag indicates that the peripheral has been reported stolen.

25. The media of claim 21, wherein the first module includes logic to sense one of an error code and a code indicative of a consumable reaching a predetermined threshold.

26. A computer readable media for controlling a processor and having modules stored thereon, the media comprising:

a first module to sense a peripheral indicia at the processor;

a second module to register the peripheral by launching a communications browser module to connect to a server; and

a third module to download from the server additional information about the peripheral based on the peripheral indicia.

27. The media of claim 26, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to launch a communications browser module to access the server at an address defined by the peripheral condition, the server providing the browser with updated information about the peripheral condition.

28. The media of claim 26, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the peripheral condition.

29. The media of claim 26, further comprising:

a fourth module to sense a peripheral condition at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the peripheral condition and the downloaded information is dated within a predetermined period of a current date.

30. The media of claim 26, wherein the first module includes logic to sense one of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia.