JP2001092689A - Automated technical supporting method and system for computer - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an automated technical supporting method and system for realizing a repairing operation by detecting the boot failure or stop of the operating system of a computer. SOLUTION: A timer is started (52), and when the preliminarily decided point of a computer system boot sequence is generated, the timer is cleared (60), and when the timer is not cleared after the lapse of a preliminarily decided time (72), it is decided that the failure of the computer system exists.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to the technical field of computer equipment, and more particularly to an automated technical support method and system for a computer.

[0002]

BACKGROUND OF THE INVENTION Personal computer systems are very popular in business and at home. While the term "personal computer" is a generic device, a "personal computer" typically has a wide variety of hardware and software components. For example, different personal computers may include processors, different speed buses, different sizes of hard drives and RAM memory, and peripheral devices that interface with different types of interface cards, such as audio devices. In addition, large arrays of manufacturers manufacture computer components such that even those components that actually have similar operating characteristics in a given personal computer will have significant differences based on the manufacturer's specifications for each component.

[0003] With respect to software, generally all personal computers have a common requirement for an operating system that regulates the operation of hardware components. However, each individual personal computer has one of many possible operating systems. For example, Microsoft's products have been moved from their original disk operating system ("DOS") to Windows
3.1, Windows 95, Windows 98, Windows
It has evolved into Windows systems, including CE and Windows NT. In addition to these Microsoft operating systems, other operating systems, such as different versions of Unix, including Linux, are also useful.

[0004] In addition to this variety of operating systems, personal computers may run many different types of software applications. A given software application may interact with different operating systems in different ways. Thus, personal computers with different software operate in different ways, even though they have actually similar hardware components.

[0005]

Computer users experience difficulties in system operation for a number of reasons. Lack of knowledge, hardware failure, software inconsistency, and many other causes present problems for computer users.
With a given range of available hardware and software (meaning a larger range of hardware / software that a user can experience), it is difficult to determine if a computer has a problem.

[0006] This situation is further complicated by the fact that personal computers do not have a good mechanism for automatically determining whether a hardware / software system has a problem. Some operating systems contain code that senses some type of problem with a particular piece of hardware, but such a mechanism provides sufficient uniformity to determine whether an operating system has a problem. Have no. A common symptom of an operating system problem is a boot failure,
In this case, the operating system cannot be relied on. Yet another common symptom of operating system problems is a hang, where the operating system becomes unresponsive to the keyboard and mouse for a wide range of possible causes. It should be noted that this type of problem may be caused by some inconsistencies between software pieces installed on top of the operating system, such as applications or drivers, or loaded software pieces. Operable systems stop functioning at some later point due to a software mismatch.

[0007] Another problem is that there is no uniform mechanism for the user to invoke assistance. If the user has a question or the system has a problem, or at least if the user is aware of the problem, there is currently no uniform mechanism to have the system provide assistance to the user. There are various types of help available to the user, these include one or more operating input devices, such as a mouse and / or keyboard, and information sources on various systems and global information sources such as the Internet. Rely on a sufficient level of user knowledge to navigate to one of them.

[0008] Therefore, it identifies and solves the problems of personal computer systems that are accessible by a uniform fail-safe mechanism regardless of the functional state of the operating system and other software and can be run on a wide range of operating systems. A need arises for methods and systems.

Further, there is a need for a method and system for detecting when an operating system has failed or halted and performing appropriate repair operations.

[0010] Further, there is a need for such a system that includes a monitoring system that communicates with the operating system and can communicate with a wide variety of different operating systems.

In addition, a standard mechanism is required to attempt to resolve operating system boot failures and operating system halt conditions.

[0012] Further, such an attempt is made to resolve the halt condition of the operating system regardless of whether the user has requested the assistance many times, regardless of whether the user requests the assistance during the boot period. A standard mechanism is required.

[0013]

SUMMARY OF THE INVENTION In accordance with the present invention, there is provided a method and system for eliminating or reducing disadvantages and problems associated with previously developed methods and systems for identifying problems in computer systems. The surveillance system detects problems with the computer system,
Help identify and solve the problem. The current level of functionality of the computer system has been determined and technical support has been provided to the computer system according to the functionality of the computer system.

In accordance with one aspect of the present invention, a state machine monitors operating system functionality to detect computer system failures. The watchdog timer is started at the start of the computer system boot and is cleared at a predetermined point in the computer system boot sequence. If the watchdog timer has not been cleared after a predetermined time, it is determined that a boot failure of the computer system exists. For example, the watchdog timer is cleared in the operating system service routine before the end of the predetermined time period, thus indicating that the operating system has booted through the service routine point of the boot sequence within the predetermined time period. A failure in clearing the watchdog timer by the service routine indicates a failure of the boot process through the boot sequence point at which the service routine is called.

In one embodiment, the user initiates operating system monitoring by pressing a service button to indicate a problem with the computer system.
When the service button is pressed, a support function such as the start of a service application is started at an appropriate time. The support function allows the computer system to be tested by the monitoring system. The service button invokes a watchdog timer associated with boot monitoring by calling the operating system. Instead of, or in addition to, starting the watchdog timer associated with monitoring booting, the service button starts another watchdog timer that operates as a stop detection timer. If the service button is pressed while the computer system is booting, the halt detection timer is started at a predetermined point in the boot sequence of the computer system, e.g., after the user has logged information and cleared at the start of the service application. Is done. An operating system hang-up error is identified if the stop detection timer has not been cleared after a predetermined stop detection time.

According to one embodiment, detection of a computer failure causes a reboot of the computer system to a service mode. The service mode boots up the service mode operating system and enables analysis of the computer system even if the primary operating system of the computer system fails. The start of the service mode boot also starts the watchdog timer. The watchdog timer is cleared at a predetermined point in the boot sequence of the service mode operating system. If the watchdog timer has not been cleared after a predetermined period of time, it is determined that a computer system fault is present. If the service mode boot is initiated by the user pressing the service button first and a failure detection is performed, the service mode stop detection timer is used by the service mode operating system to detect a hang of the service mode operating system. Monitor boot sequence.

In yet another embodiment, an automated method of support is provided for a computer system having a service button and a controller chipset. The method includes pressing a service button, setting a first bit in a general purpose input register in the controller chipset to generate a first interrupt signal in response to the step of pressing the button, and receiving the first interrupt. Determining if the computer system is booting, and if the system is booting, starting the service application routine in a first way; if the system is not booting, service in a second way. Including starting an application routine.

The computer system also includes at least one timer, a controller chipset, a system B
A processor having an IOS and an operating system for communicating with components of the computer system via the BIOS. The service button is coupled to a chipset general purpose input register to set the register to generate a first interrupt. The system further includes an interrupt handler, which is coupled to the input register for receiving the first interrupt and processing it in a manner based on whether the computer system is booted or not.

A computer system having a system BIOS and an operating system is provided.
Here, the computer system includes a service button coupled to a general purpose input register in a chipset of the controller to set a bit in the register to generate a first interrupt signal. An interrupt handler in the system BIOS receives the first interrupt signal, starts a second interrupt signal to the operating system if the computer system is not in a boot state, and starts a service application. If the computer system is in the boot state, the bit is set, and the code contained in the operating system will later check the state of the bit during the boot sequence and, if the bit is set, the service application. To start.

The present invention offers a number of important technical advantages. One important technical advantage is the integrated support for detecting problems associated with computer systems. Monitoring the hardware or operating system computer system boot sequence allows for automated problem detection and assistance in problem solving. In addition, detection of operating system failure allows analysis and correction of computer system problems through the use of a service mode operating system.

Another important technical advantage is the automatic confirmation that a problem exists in the computer system. The indication that the surveillance system has detected a problem provides confirmation to the technical support staff with minimal and minimal dependence on the verbal explanation of the computer system user.
Confirmation of the problem limits the basics that the technical support staff needs to check during the course of a telephone call.
Furthermore, if the monitoring system does not detect the problem, technical support staff can limit the number of problems that need to be investigated. For example, a failure of the monitoring system to detect a problem indicates that the hardware and operating system are booting in a normal manner, and the system can start a service application.

Another important advantage is the identification of problems associated with computer systems. For example, monitoring of the boot of a computer system may allow identification of hardware or operating system related problems, or may instead indicate appropriate hardware and operating system features indicating difficulties associated with the user or application. Good. If operating system software is the problem, the use of a service mode operating system further supports sufficient analysis to identify and analyze the problem. For example, if the primary operating system is not operational,
The service mode operating system supports operation of the computer system and enables operation of the computer system for automatic analysis and correction of problems with the primary operating system.

Another important advantage is a robust user interface that is simple to use and not complicated. For example, a user having a question or problem simply presses one service button. Pressing the service button causes a direct interrupt to the chipset to alert the monitoring system that the service has been requested by the user. The direct interface of the service button to the chipset enhances reliability and simplicity, as the user's input to the service button does not need to depend on the operation of a computer component such as a keyboard or mouse. Additionally, the user can press the service button at any time to seek assistance. Pressing the service button initiates the service application and ensures that the service application operates at the appropriate time regardless of when the service button is pressed and regardless of whether it is pressed multiple times. Once the service button is pressed, the computer system performs a thorough analysis of potential problems by using the service mode operating system to operate computer components, even when the operating system has failed. Can be performed. Further, the systems and methods of the present invention can be easily implemented on a variety of different operating systems.

[0024]

BRIEF DESCRIPTION OF THE DRAWINGS A more complete understanding of the present invention and its advantages may be obtained by reference to the following description, taken in conjunction with the accompanying drawings. Preferred embodiments of the present invention are shown in the drawings,
In each drawing, the same reference numerals indicate the same and corresponding parts. A healthy operating system monitors hardware and software operations on a computer system. Occasionally, the operating system detects a difficulty or problem with the computer system and provides notification of the difficulty or problem to the computer system user. A help system, usually associated with the operating system, can help solve difficulties or problems automatically or through user interaction, such as asking a question. However, when the operating system itself has problems or there is a software mismatch, it is difficult for the operating system to resolve these problems. Often, the operating system shuts down or hangs without further notifying the computer system user of the problem.

Detection and identification of computer system problems;
BIOS of computer system to improve the solution
A monitoring system associated with monitors operating system functions. The monitoring system detects operating system boot failures and various types of operating system hangs. Once a problem is detected, repair actions are automatically taken to recover the failed computer system using equivalent mechanisms that take advantage of the operating characteristics of the computer system. further,
The monitoring system can be invoked by pressing the service button once. Pressing the service button interrupts the computer system chipset to automatically invoke the highest valid level of user assistance as determined by the health and condition of the computer system. As will be described more fully below, the service button may be pressed by a user while the computer system is in POST, boot, service mode, or standard mode. When the service button is pressed, the BIOS sets a bit in the general purpose input register of the controller chipset and generates an interrupt. BIOS
The state-sensitive interrupt handler code takes the appropriate action,
An operating system can be communicated based on the state of the computer system as represented by certain CMOS bits. In addition, the interrupt handler code only ensures that the proper action was taken regardless of the number of times the service button was continuously pressed. A system and method for monitoring a failure of a computer system will be described in further detail, followed by a detailed description of how a service button can invoke such a monitoring system.

Referring to FIG. 1, a block diagram illustrates a computer system 10 having an operating system 12 that interfaces with hardware components 14 via a basic input / output system (“BIOS”) 16. Hardware components 14 include a processor, a modem, an audio card, a video card,
Hard drive, floppy drive, R
OM, including common personal computer system hardware components such as storage devices including RAM. At the beginning of the initial power-up or reboot, the BIOS 16 commands a power-on self test ("POST") and a boot sequence including an operating system call. Within the hardware 14 are one or more timers 18 and 19, such as a typical watchdog timer.

The BIOS 16 boots the computer system 10 in a powered-up state in a conventional manner. The monitor monitoring machine 20 monitors the boot process by comparing the state displacement of the boot sequence to the predicted result. The monitor monitoring machine 20 is, for example, the first in the boot sequence.
It communicates with the timer 18 to compare the expected time of the predetermined displacement from the point to the second point to the elapsed time of the sequence. If timer 18 has expired and has not been cleared, a problem based on the expiration of the timer is detected.
If the BIOS 16 properly boots the computer system 10 to bring the operating system 12 online, the service routine of the operating system 12 will clear the timer 18 to prevent indication of a problem.

If monitor state machine 20 detects a problem with computer system 10, BIOS 16 may command a number of different responses. For example, BIOS 16 calls a service mode operating system 22 having a service protocol. The service mode operating system is a simple version of the operating system 12, such as Windows Safe Mode for Windows 98, for example. The service mode operating system may include a modem driver so that the computer system can contact the analysis server over the Internet, upload user indications, system structure and status information, and execute automated analysis software and diagnostics. BIOS 16 is one more
Service lights 24 may be illuminated to indicate the detection of a problem by differently structured lights indicating the identification of the particular problem. Thereafter, the computer user may provide the lit light information to technical support to assist in analyzing and solving the problem. Alternatively, technical support may obtain system information from an analysis server.

Computer system 10 includes a service button 26 that can be pressed by a computer user. Service button 26 provides a robust user interface that allows the user to initiate the problem detection and identification process. As described further below, the service button 26 interrupts the computer system chipset, for example, to start a service application. The monitor state machine 20 detects that the service button has been pressed and starts a service application or monitors system operation to detect a problem with the computer system.

In addition to monitoring the boot sequence by calling the operating system 12, the monitor state machine 20 can monitor the functions of the operating system 12 with a halt detection timer 19. If the service button is pressed during boot, the halt detection timer 19 is started during the boot sequence, e.g., by a user logging in, and is invoked by the operating system 12 or the service mode operating system 22 and by an application run running after completion of the boot. Cleared. If the application does not clear the stop detection timer 19 within a predetermined time, the monitoring state machine 20 determines that an operating system hang has occurred. BIOS 16 then recognizes the operating system problem, attempts a service mode boot, or indicates a possible hardware failure through service light 24.

Referring to FIG. 2, a flow diagram illustrates the steps that support automation for standard boot mode operating system monitoring. In step 50, a standard computer boot is initiated. For example, a user of computer system 10 may supply power or instruct the operating system to reboot the system. In step 52, the stop detection watchdog timer is started. The booting of the operating system and the operation of the timer proceed in parallel in the system. The watchdog timer counts down. If zero is reached before step 58 and step 60 is completed (ie, when the service routine runs later in the boot process and clears the timer), step 54 is performed and the system is rebooted to service mode in step 56. You.

Typically, a boot sequence tests the hardware and initiates an operating system boot within a predictable time period. At the completion of a hardware test, such as a POST test, at the start of an operating system boot, an instruction is sent from the operating system service routine at step 58 to clear the watchdog timer. If the watchdog timer is cleared in step 60, a normal boot is indicated. If the watchdog timer has not been cleared and has been counted down to zero, the process proceeds to step 56 where the service mode operating system reboots to service mode. In one embodiment, the additional standard boot may be automatically repeated before proceeding to the service mode boot sequence. In summary, it is known that a computer system will not boot through a point in the boot sequence where the service routine clears the watchdog timer if the watchdog timer has not been cleared after a predetermined time. Thus, problems with computer systems can be identified to some extent based on completed or incomplete boot sequences.

Step 58 operates at a predetermined point later in the computer boot process. Step 60
The watchdog timer is cleared by the operating system service routine before the end of the watchdog timer's predetermined time period. When step 60 is reached, computer hardware and software that are tested and operate until the beginning of a pre-defined point in the operating boot sequence must typically be operational. Once this decision is made, step 62
Gives the user the opportunity to log in.

At step 64, a determination is made whether the service button 26 is pressed during the OS boot process (described further below), as opposed to a standard boot where the service button is not pressed. If the determination is no, the process proceeds to step 70 to begin normal computer system operation.

If it is determined at step 64 that the service button has been pressed during booting, then at step 66 the service application is started and at step 72 a stop detection timer to monitor the operating system for hangs. Operation is started. The stop detection monitor uses the stop detection timer 19, or another timer, to test whether the operating system completes the start of the service application within a predetermined time. The stop detection timer is started at step 72 and then after the application has completed its loading and predetermined portions of the startup sequence at step 68,
Cleared by the application running on the computer system. Thus, in step 68, a determination is made whether the application loading and startup sequence is normal. If yes, the application running on the computer system clears the halt detection timer and the process proceeds to step 70 to start the supporting application. If the stop detection timer has not been cleared during the predetermined time, a determination is made in step 74 that the service application failed to clear timer 19. This means that the operating system is stopped, and at least the service application cannot be started normally. Upon detecting the expiration of the stop detection timer in step 74, the system proceeds to a limitable number of inappropriate reboot attempts to the standard mode (step 74).
Reboot to standard mode (step 50) or service mode (step 76) based on 75).

If the user presses the service button while the computer is operating normally or at any time other than booting the computer, as in step 70 of FIG. 2, the system proceeds to step 78 where the operating system hangs Test up. The service application is started at step 66 and the stop detection timer is started at step 72. If the service application cleared the timer at step 68, the computer system proceeds to normal operation at step 70. If the timer expires at step 74, the operating system hang is detected and the system attempts to reboot into standard mode (at step 75) until an identifiable number of standard reboot failures occur, at which point the system Reboots to service mode in step 76. This allows the functionality of the operating system to be determined without the need for a complete reboot. Further, if the timer expires in step 74, troubleshooting is possible in service mode, even if the standard operating system is not functional.

Referring to FIG. 3, the service mode starts at step 80 with a service mode boot sequence. In step 82, the operation of the service mode watchdog timer is started. As described above, this watchdog timer counts down toward zero in parallel with the loading of the operating system (in this case, the service mode). Before being cleared later in the service mode boot process (at steps 88 and 90)
If the watchdog timer reaches zero (at 84), the service mode boot has failed, which (at step 86)
Indicated by setting the LED to indicate a hardware failure. Neither the main operating system nor the service mode operating system can put the computer into operation, which can cause hardware problems.

At step 88, the service mode operating system routine operates at a pre-defined point later in the boot process. If the service routine operates at step 88, then at step 90 the routine clears the timer, indicating that the service mode operating system is functional. At step 92, the computer system boot is terminated by the service mode operating system.

At step 94, a determination is made as to whether the service button has been pressed during normal mode or service mode boot. Button states pressed during boot are stored across failed reboot attempts. If yes, the service application is started and the system halt detection test proceeds to step 104 to start the operation of the operating system halt detection timer. The countdown of the stop detection timer is performed in step 96 in parallel with the loading and startup of the service mode recovery application. If this is successful, step 98 activates code to clear the stop detection timer. In this regard, service mode operating systems are known to be at least sufficiently functional to launch service mode applications. At step 100, a service support application, such as that used for analyzing software problems, is started. The computer system operates in service mode, which is useful for troubleshooting.

If, at step 106, the watchdog timer has counted down to zero (ie, has expired) before being cleared by the service application, then at step 108 the service mode operating system switches the service application within a preset time. It indicates that you cannot load and start. At this point, a halt of the service mode operating system is detected, and the process ends at step 108 with a light indicating a potential hardware problem associated with the computer system.

In step 102, if the service button was pressed while the computer was in service mode operation, the system would step in parallel with the test for a hang of the service mode operating system.
Continue to 104 and 96. Service application steps
Started at 96, the stop detection timer is started at step 104. If the service application cleared the timer in step 98, the computer system proceeds to step
Proceed to 100 service mode operations to enable the start of the service mode recovery application and to analyze computer system failures and corrective actions. If the timer expires at step 106, an operating system hang is detected and the system proceeds to step 106.
At 108, a possible hardware failure is indicated. This allows for the determination of service mode operating system functionality without requiring a complete reboot.

The following case examples further clarify the operation of the monitoring system. If the surveillance system does not find a hardware or operating system failure, the computer user seeks resolution of the problem or question via local help on the computer system or by connecting with help on the Internet using the computer system. Is also good. Local or remote Internet-based help solves most computer problems or questions.

Another useful case example is a non-fatal hardware failure, such as a CD-ROM or audio speaker card failure. The monitoring system indicates that the operating system has not failed, and the user can contact technical support to have new hardware sent. Some types of non-fatal hardware failures limit the available options to get help. For example, a computer system operates without a modem or a network interface card ("NIC"). However, this hardware failure limits the computer system's ability to interact on the Internet for help. In part, modem failures are resolved by entering service mode. For example, if the modem failure is due to the modem structure or I
If associated with SP dialing instructions, the service mode modem structure can support Internet-based problem solving.

In another example case, if the standard mode operating system is not operational, not booting, or otherwise unstable, the modem connection is set up with the service mode operating system. Is also good. Internet connection in service mode allows direct system analysis of the operating system to automatically support solving operating system problems and recovering the operating system. For example, a new operating system or related parts of an operating system may be loaded on the Internet to replace a failed operating system. If the automatic problem solving fails, the user calls for technical support and identifies the problem based on the displayed light configuration.

As an example of one additional case, a computer system may have a fatal flaw that prevents operation in both standard mode and service mode. For example, a computer system may be incorrectly configured or have a catastrophic hardware failure, such as a motherboard, hard drive, or power failure. In such a case, the illustrations provided with the computer system provide the problems associated with the display light configuration and a brief description that the user will follow. The user uses this information to contact technical support and obtain replacement hardware.

As described above, the computer system 10
Includes a service button 26 that can be pressed by a computer user. The service button 26 generates an interrupt to the computer system chipset, for example, to start a service application. Monitor state machine
20 detects that the service button has been pressed and starts the service application at the appropriate time or monitors system operation to detect computer system problems. When the service button is pressed, the operation of the stop detection timer 19 starts, and the operating system
12 or later cleared by an application running after invocation of service mode operating system 22 and termination of boot. If the application does not clear the halt detection timer 19 within a predetermined time, the monitoring state machine 20 determines that an operating system halt has occurred. BIOS 16 then recognizes the operating system problem and initiates a predetermined reboot protocol, including a reboot in service mode, as described in detail above.

The service button provides a standard mechanism,
The mechanism allows a user to invoke assistance. Referring to FIGS. 4 and 5, the user attempting to call assistance presses the service button 26 at step 400. Although not specifically described, it is noted that the flowchart shown in FIG. 4 includes two execution spaces, one in the BIOS and the other in the operating system execution space. Normally, communication to the operating system is performed by a system control interrupt (S
CI) by generating an interrupt such as
On the other hand, communication from the operating system to the BIOS is executed by executing a code for setting a value in the BIOS, such as clearing a stop detection timer. BI
The means by which the OS monitoring system communicates with the operating system and which the operating system responds to (if not stopped) offers particular advantages, as described more fully below. The system is a necessary operating system dependency, since some parts are present in the operating system, but the underlying personality is required to allow the same mechanism in BIOS to support multiple operating specific configurations. It can also affect computer architecture. further,
The system allows user assistance to be invoked regardless of the operating state of the operating system.

As shown in FIG. 5, the service button 26 is directly connected to the specific input register 500 of the general purpose input / output register (GPIO) of the controller chipset 520, and when the service button is pressed in step 402, A bit is set in the input register. Setting this bit generates a system management interrupt (SMI) in step 404,
In the IOS, the state sensing interrupt handler code is
Occurs in the I handler 502. SMI handler 502 is SM
I, and further disables the SMI occurrence at step 406 until the current SMI has serviced to confirm whether the user has pressed the service button multiple times, and waits until the interrupt is fully serviced. Only an interrupt is generated.

At step 408, the SMI handler sets the CMO
Determine whether the computer system is booting by examining the appropriate bits in the S register.
If the system is currently booting, the general input bit remains set while the system continues the boot sequence. Stop detection timer also steps
Set at 410, the SMI handler does no further action. When the system completes the boot sequence, or at a predetermined point in the boot sequence where the hardware and software that are tested and operate up to that point in the boot sequence are normally operable, for example, when the user performs a login ID, the operating system The system is instructed at step 411 to check the state of the service button bit. If the service button bit is set, indicating that the button was pressed during boot, the operating system starts the service application at step 422, otherwise resumes normal operation (step 412). In one embodiment, a background task, such as a service application initiator associated with the operating system, is run as part of the standard boot process and checks the service button bit. If the service button bit is set, the service application starts the service application.

If, at step 408, the SMI handler determines that the system has not booted, then at step 416 the SMI handler starts the stop detection timer. This stop detection timer may be the same timer as set in step 410 described above or a different timer. However, the value for which the timer is set is different based on whether the service button was pressed during boot.
If pressed during boot, it will be set to a relatively high value,
Indicates that the system needs the long time needed to complete the boot cycle and start the service application. If not pressed during boot, the timer is set to a relatively low value, indicating that the system needs a short time to process the interrupt (described below) and start the service application.

If the system is not booting, BI
The SMI handler code in the OS then communicates with the operating system by causing an interrupt at step 418 to notify the operating system that the service button has been pressed. In one embodiment,
This interrupt is a system control interrupt (SCI) serviced in the operating system execution space.
To initiate SCI, the SMI handler sets output bit 504 in an output register in GPIO. As shown in FIG. 5, this bit is used as an input to system control interrupt input 506 to initiate operation of SCI 508. At step 420, the SCI calls the interrupt service routine (IS
R) 510 The ISR provides a message to the operating system to start a service application. In one embodiment, this is accomplished by sending a message to the service application initiator 512 associated with the operating system, which starts the service application 514 at step 422.

Regardless of whether the service button was pressed during boot, as determined at step 426,
If the service application is started correctly,
The service button bit and stop detection timer go to step 428
Is cleared. In one embodiment, the service application notifies the service application initiating device,
Command to clear the service button bit and the stop detection timer. If the service application does not start properly (the timer reaches zero before being cleared), it indicates that the operating system has stopped, or at least that the service application cannot start properly. Thus, at step 430, the system begins operating according to a predetermined reboot protocol, including a service mode reboot, as described in detail above. Finally, once the SMI is fully serviced,
The SMI handler re-enables the SMI occurrence at step 432, thereby generating another interrupt and starting service the next time the service button is pressed as described above.

Thus, the system and method of the present invention provide a unique way to invoke user assistance in a uniform fail-safe manner. The manner in which the code in the BIOS execution space communicates with the operating system is to provide a monitoring system external to the operating system to enable invocation of service requests that are operating system independent and to monitor the operating system itself. . Further, the systems and methods described above allow a user to invoke assistance regardless of the state of the operating system (ie, booting or otherwise, or when the operating system is down).

The problem identification and solution system described herein may be provided as a custom assembled component of a computer system. For example, an unskilled user may order a computer system with a one-button solution to the problem, while a more skilled user may order a computer system with a standard structure. Alternatively, the computer system purchaser may order only a portion of the system, such as a timer associated only with the main operating system monitoring that does not include the ability to automatically call the service operating system.

Having described the invention in detail, various modifications,
It is to be understood that substitutions and changes may be made without departing from the scope of the invention as defined in the claims.

[Brief description of the drawings]

FIG. 1 is a block diagram of a computer system monitored by an operating system monitor state machine.

FIG. 2 is a flow diagram of operating system monitoring during and after a standard mode boot.

FIG. 3 is a flowchart of monitoring of an operating system after a service mode boot period.

FIG. 4 is a flowchart for starting a service application after pressing a service button.

FIG. 5 is a block diagram of software and hardware elements used to start a service application.

Continued on the front page (72) Inventor Gary Dee Hoover Jr., United States, 78726, Texas, Austin, Yorktown Trail 10801 (72) Inventor Roy W. Steadman United States, 78759, Texas, Austin, Number 1313, Great Hills 9009 (72) Inventor James Van Artsdalen, United States, 78759, Texas, Austin, Decay Ranch Road 11202 (72) Inventor Krishnamursi Benkatramani United States, Texas, 78729, Austin, 36, Huntwood Cove 13011

Claims (21)

[Claims] The method includes the steps of: starting a timer; clearing the timer if a predetermined point in a computer system boot sequence occurs; and controlling the computer system if the timer has not been cleared after a predetermined time. Determining the presence of a fault in the computer system. 2. The method according to claim 1, wherein in the clearing step, a timer is cleared by an application operated by the computer system. 3. The method of claim 2, further comprising initiating a reboot of the computer with a second operating system when the determining step determines that a computer system fault exists. 4. Initiating a reboot, starting a timer, clearing the timer by an application operated by the computer system if a predetermined point in the computer system boot sequence occurs, 4. The method of claim 3, further comprising determining a failure of the service mode operating system if the timer has not been cleared after the allotted time.
The described method. 5. A processor having at least one timer, a BIOS for booting the computer system, an operating system for supporting the operation of the computer system, and associated with the BIOS, communicating with the processor for a predetermined time period. A state machine that detects an operating system failure by comparing the elapsed time of an operating system function with the elapsed time measured by a timer. 6. The system of claim 5, further comprising a service operating system, and a state machine operable to invoke the service operating system upon detecting a failure of the operating system. 7. The system of claim 5, further comprising a service button, wherein pressing the service button interrupts the processor and starts a timer. 8. The method of claim 1, further comprising the step of pressing a service button at any time during operation of the computer system, thereby allowing the application to provide automated technical support regardless of the operation state of the computer system. How to provide automated technical support for computer systems. 9. The method of claim 8, wherein the service button is coupled to a chipset, and wherein the service button invokes the application by causing the chipset to generate at least a first interrupt. 10. The step of generating an interrupt comprises: setting a first bit in a general-purpose input register in a chipset of the control device to generate a first interrupt in response to pressing the button; Receiving the first interrupt and determining whether the computer system is performing a boot sequence; if the computer system is not booting,
Starting a service application routine in a first manner, and if the computer system is booting, starting the service application routine in a second manner at a predetermined time during the boot sequence. The method according to claim 9. 11. The timer operation is started in response to the step of pressing the button, and the timer is activated if the service application reaches a predetermined point before the timer reaches a predetermined value. 11. The method of claim 10, further comprising the step of: 12. The system of claim 11, further comprising the step of initiating a reboot of said computer system if said service application has not reached a predetermined point before said timer reaches said predetermined value. The described method. 13. The method of starting the service application in the second method, comprising: checking a status of a predetermined bit of the chipset at a predetermined point in a boot sequence; 12. The method of claim 11 further comprising the step of initiating the service application if the set bit is set. 14. The method of claim 1, wherein the step of initiating the service application in the first method further comprises generating a second interrupt, wherein the second interrupt initiates an interrupt service routine, 14. The method of claim 13, wherein a routine starts the service application. 15. The method according to claim 15, wherein the second interrupt is a system control interrupt, and the step of initiating the system control interrupt includes a second output to a general purpose output register of the controller chipset.
15. The method of claim 14, further comprising the step of setting the second bit of the second bit, wherein setting the second bit causes the system control interrupt. 16. A chipset, memory, an application that provides automated technical support to the computer, and regardless of the operating state of the computer system.
A service button for calling the application at any time during operation of the computer system. 17. The computer system of claim 16, wherein said service button is coupled to said chipset and generates at least a first interrupt when said service button is pressed to invoke said service application. 18. A system comprising: a processor having at least one timer; a system BIOS; and an operating system that supports computer system operation and communicates with components of the computer system via the BIOS. Further comprises an interrupt handler coupled with a general-purpose input register in the chipset for setting the register to generate the first interrupt, the interrupt handler further comprising code in a system BIOS. 18. The computer of claim 17, wherein the first register is coupled to the input register to receive and process the interrupt in a manner based on whether the computer is booted or not.
Computer system as described. 19. The interrupt handler determines whether the computer system is in the boot state or is not in the boot state, and sets one bit in the output register if the computer system is not in the boot state. Therefore, the chipset is coupled to a general purpose output register, the general purpose output register is coupled to a third register of the chipset, and the third register is a second register when the bit of the output register is set. 2. An interrupt signal for initiating an interrupt is generated.
9. The computer system according to 8. 20. The computer system of claim 19, wherein the second interrupt invokes an operating system interrupt service routine that starts the service application. 21. The computer system of claim 20, wherein the interrupt handler is coupled to the timer and receives the first interrupt and starts operating the timer.