Graphical interface, method, and system for the provision of diagnostic and support services in a computer system

• US 6,539,499 B1
• Filed: 10/06/1999
• Issued: 03/25/2003
• Est. Priority Date: 10/06/1999
• Status: Expired due to Term

• Current Assignee: Dell USA LP A Texas Limited Partnership
• Original Assignee: Dell USA LP (Dell Technologies Inc.)
• Inventors: Stedman, Roy William, Knippa, Sharon Diane, Cox, Tim William
• Primary Examiner(s): Beausoliel, Robert
• Assistant Examiner(s): DUNCAN, MARC M
• Application Number:
  US09/413,599
• Time in Patent Office: 1,266 Days
• Field of Search: 714/40, 714/26, 714/32, 714/46, 714/27, 345/705, 345/708, 345/709, 345/712, 345/714, 345/735, 705/29, 706/11, 706/911
• US Class Current: 714/40
• CPC Class Codes: G06F 11/2273 Test methods
• CPC Class Codes: G06Q 10/0875 Itemisation or classification of parts, supplies or services, e.g. bill of materials

Abstract

A method and system for providing diagnostic services for a computer system is provided. The diagnostic application presents to the user of the computer system a graphical representation of a computer system (202). The user is able to click on graphical components of the graphical representation. The diagnostic application performs diagnostic services on the particular component clicked on by the user. The diagnostic application may determine if the most recent version of the appropriate software driver is installed in the computer system. The diagnostic application may perform diagnostic tests on the clicked component. The diagnostic application may also permit the user to access online diagnostic services to permit the user to access the most recent version of the applicable software driver, communicate with a diagnostic support specialist, or receive additional diagnostic tools from a location remote from the computer system.

Claims

1. A method for performing diagnostic services on a computer system, comprising the steps of:

identifying the components of the computer system;

presenting for the computer user a graphical representation of the components identified as being components of the computer system;

presenting to the user the option of adding or deleting components from the graphical representation of the computer system;

receiving from the user an input in the form of a mouse click that identifies the component of the computer system that requires diagnostic services; and

performing diagnostics services on the component identified by the user.

2. A method for providing diagnostic and repair services to a computer system of a computer user through an online connection to a remote diagnostic specialist, comprising the steps of:

receiving through an online connection at the remote location of the remote diagnostic specialist an electronic message from the computer user, the electronic message including a history record of local diagnostic tools accessed by the computer user, wherein the history record of local diagnostic tools accessed by the computer user includes a record of the graphical components of a graphical representation of the computer system that have been identified by the user during execution of a local diagnostic application;

receiving through an online connection at the location of the computer system a diagnostic tool from the remote diagnostic specialist; and

executing the diagnostic tool at the location of the computer user.

3. The method providing diagnostic and repair services of claim 2, wherein the graphical components of the graphical representation of the computer system were identified by the user by a mouse click.

4. A method for providing diagnostic and repair services to a computer system of a computer user through an online connection to a remote diagnostic specialist, comprising the steps of:

receiving through an online connection at the remote location of the remote diagnostic specialist an electronic message from the computer user, the electronic message including a history record of local diagnostic tools accessed by the computer user, wherein the history record of local diagnostic tools accessed by the computer user includes a record of the graphical components of a graphical representation of the computer system that have been identified by the user during execution of a local diagnostic application; and

running at a location remote from the computer system a diagnostic tool to provide diagnostic services to the computer system, the diagnostic tool transmitting and receiving data from the computer system through an online connection.

5. The method providing diagnostic and repair services of claim 4, wherein the graphical components of the graphical representation of the computer system were identified by the user by a mouse click.