System for performing remote computer system diagnostic tests
First Claim
1. An interactive computerized method for performing remote computer diagnostics tests on a user'"'"'s computer, the steps comprising:
- creating a computerized diagnostic case script file on a service computer, said script file including a file identifier, user computer identification information, information to permit remote data access to the user computer, information to permit the user computer remote data access to said service computer and test instructions;
initiating a diagnostic program on the user computer, said diagnostic program placing the user computer in an auto-answer communications mode;
said service computer establishing remote data communications between said service computer and the user computer;
said service computer downloading said script file from said service computer to the user computer, said service computer terminating remote data communications upon completion of download;
the user computer executing said test instructions on the user computer in an unattended mode and creating log files of the execution of said test instructions; and
the user computer establishing remote data communications with said service computer and transferring said log files to said service computer, the user computer terminating communications upon completion of said transfer.
3 Assignments
0 Petitions
Accused Products
Abstract
A method for performing remote diagnostics on a personal computer system in which the user calls a help desk representative who creates a computerized case file which includes modem telephone numbers, call and computer identification information. The representative also selects specific diagnostic tests, resident on the user'"'"'s diagnostic disk, to be run on the user'"'"'s computer. The representative creates a batch job which causes a computer to connect to the user'"'"'s computer via modem and instructs the user'"'"'s computer to perform the selected tests. The telephone connection is then broken. The user'"'"'s computer reconnects with the help desk computer on completion of the tests and reports the result to the help desk representative. The representative then reviews the files and calls the user with recommendations. Certain necessary files can then be downloaded using a similar procedure.
271 Citations
14 Claims
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1. An interactive computerized method for performing remote computer diagnostics tests on a user'"'"'s computer, the steps comprising:
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creating a computerized diagnostic case script file on a service computer, said script file including a file identifier, user computer identification information, information to permit remote data access to the user computer, information to permit the user computer remote data access to said service computer and test instructions; initiating a diagnostic program on the user computer, said diagnostic program placing the user computer in an auto-answer communications mode; said service computer establishing remote data communications between said service computer and the user computer; said service computer downloading said script file from said service computer to the user computer, said service computer terminating remote data communications upon completion of download; the user computer executing said test instructions on the user computer in an unattended mode and creating log files of the execution of said test instructions; and the user computer establishing remote data communications with said service computer and transferring said log files to said service computer, the user computer terminating communications upon completion of said transfer. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An interactive computerized method for performing remote computer diagnostics tests, the steps comprising:
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creating a computerized diagnostic script file on a service computer, said script file including a file identifier, user computer identification information, information to permit remote data access to the user'"'"'s computer site, information to permit the user'"'"'s computer site remote data access to said service computer and test instructions; initiating a diagnostic program on a first user computer, said diagnostic program placing said first user computer in an auto-answer communications mode; said service computer establishing remote data communications between said service computer and said first user computer; said service computer downloading said script file from said service computer to said first user computers, said service computer terminating remote data communications upon completion of download; transferring said script file from said first user computer to a second user computer on which said tests are to be performed; initiating a diagnostic test program on said second user computer, after said script file is transferred; said second user computer executing said test instructions in an unattended mode and creating log files of the execution of the test instructions; transferring said log files from said second user computer back to said first user computer; and said first user computer establishing remote data communications with said service computer and transferring said log files to said service computer, said first user computer terminating communications upon completion of transfer. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification