CN1619492A - Method and system for automated technical support for computers - Google Patents
Method and system for automated technical support for computers Download PDFInfo
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- CN1619492A CN1619492A CN200410079832.3A CN200410079832A CN1619492A CN 1619492 A CN1619492 A CN 1619492A CN 200410079832 A CN200410079832 A CN 200410079832A CN 1619492 A CN1619492 A CN 1619492A
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- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/0751—Error or fault detection not based on redundancy
- G06F11/0754—Error or fault detection not based on redundancy by exceeding limits
- G06F11/0757—Error or fault detection not based on redundancy by exceeding limits by exceeding a time limit, i.e. time-out, e.g. watchdogs
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- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/22—Microcontrol or microprogram arrangements
- G06F9/26—Address formation of the next micro-instruction ; Microprogram storage or retrieval arrangements
- G06F9/262—Arrangements for next microinstruction selection
- G06F9/268—Microinstruction selection not based on processing results, e.g. interrupt, patch, first cycle store, diagnostic programs
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/44—Arrangements for executing specific programs
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Abstract
The present invention provides a method and a computer system for providing automatic technique support for the computer system. Said method includes the flowing steps: pressing the service push-button at anytime in the computer system operating period for invoking an application program for providing the automatic technique support in spite of the working state of said computer system. Said computer system includes: a chip group; a memory; an application program for providing the automatic technique support for said computer system; and a service push-button for invoking an application program for providing the automatic technique support at anytime in the computer system operating period in spite of the working state of said computer system.
Description
The application is to be on August 21st, 2000 applying date, and application number is 00131722.9, and denomination of invention is divided an application for the Chinese invention patent application of " be used for method and system that the automatic technique of computing machine is supported ".
Technical field
This patented claim relates generally to a kind of computing equipment field, more specifically relates to a kind of method and system that computing machine is supported automatically that is used for.
Background technology
The personal computer system has become common day by day in commercial and family.Although term " personal computer " means a common apparatus, there is the extensive difference of a hardware and software component usually in " personal computer ".For example, different personal computers can have the processor and the bus of friction speed, the hard disk drive of different capabilities and RAM storer, and be connected external unit on the dissimilar interface cards, such as audio frequency apparatus.Further, to such an extent as to large quantities of manufacturers makes computer module in a given personal computer, even there is the assembly of similar operations characteristic also may have great difference in essence based on the manufacturers specifications of each assembly.
About software, normally all personal computers all have a joint demand for the operating system of coordinating the nextport hardware component NextPort operation.Yet, each independently personal computer a kind of in many possible operating systems can be arranged.For example, Microsoft (Microsoft) product develops into the Windows system from its initial disc operating system (DOS) (" DOS "), comprises Windows3.1, Windows95, Windows98, Windows CE and Windows NT.Except these microsoft operating systems, the operating system of other types also is operable, and the Unix such as different editions comprises Linux.
Except the extensive difference of this operating system, a large amount of dissimilar software applications of personal computer possible operation.Given software application can be in a different manner influences each other with different operating system.Therefore, even similar in essence nextport hardware component NextPort is arranged, there is the personal computer of different software to operate in different in essence modes.
The computer user can be because many reasons be experienced difficulty in operating system.Lack of knowledge, hardware fault, software are incompatible, and many other reasonses can cause problem to the computer user.Even the spendable scope widely of given hardware and software (meaning combination even the bigger scope of hardware/software that a user can experience) also is difficult to judge whether computing machine has problem.
This situation is not because personal computer have the whether problematic fact and more complicated of the automatic determination hardware/software systems of good mechanism.Though the operating system of determining comprises the code of some type problems that help the special part of detection hardware, this mechanism be used for whether the decision system have may be consistent inadequately on the problem.In fact, the common fault phenomenon of an operating system problem is to guide, and OS can not be supported so that help in this case.The common fault phenomenon of another operating system problem is to hang up, and operating system is because multiple reason becomes reactionless to keyboard and mouse widely in this case.This software section that will be noted that such problem can be installed on the operating system causes, such as an application program or driver, the incompatibility between the software that perhaps has been loaded.The system that can operate may be because the software incompatibility be put shut-down operation after a while at some.
Another problem is to lack a unified mechanism that is used for the user to call support.If the user has a question or there is problem in system, perhaps the user perceives problem at least, does not have unified mechanism to obtain this system now and so that attempting the user is provided support.Although the user is had polytype operable help, but they rely on one or more work input equipment, such as mouse and/or keyboard, and the user knowledge that can be positioned at a kind of enough levels in system and the multiple information resources on the global information resources of for example Internet.
Therefore, to just reaching by a unified fail-safe mechanism functional status of unattended operation system and other softwares be used to discern and solve personal computer system's problem and the demand of the method and system that can be implemented occurs on the operating system of wide range of types.
For when operating system can not guide or hang up, checking and can taking the method and system of suitable corrective action to exist further demand.
Exist further demand for this system that comprises a surveillance, surveillance is communicated by letter with operating system and vice versa and have the ability and multiple different operating system widely communicates.
The standards body that is attempting solving booting operating system fault and operating system suspends condition for being called exists further demand.
Whether asked and whether proposed repeatedly to support that regardless of the user such standards body of request exists further demand no matter in guiding or other mode process, support for attempting solving the operating system suspends condition by the user.
According to current disclosed content, method and system be provided be used for from eliminate in essence or reduce with previous developed be used to discern shortcoming and the problem that the method and system of computer system problem interrelates.The problem of surveillance detection computations machine system also helps to discern and deal with problems.Determine the performance level of current computer system, and be provided for the technical support of computer system according to performance of computer systems.
Summary of the invention
According to an aspect of this invention, a state machine monitor operating system performance is so that discover the computer system fault.Watchdog timer is activated simultaneously with the startup of computer system boot in essence and is cleared at the predetermined point of computer system homing sequence.If the watchdog timer predetermined time cycle keeps afterwards not being cleared then the computer system booting failure is determined existence.For example, be cleared with the operating system service routine before the expiration of watchdog timer predetermined time cycle, thereby show the service routine point that has guided in the operating system predetermined time cycle by homing sequence.Fail to show that with service routine zero clearing watchdog timer bootup process passes through the fault of the invoked homing sequence point of service routine.
In one embodiment, the user starts the operating system supervision so that the problem of instruct computer system by pressing service button.Pressing at reasonable time of service button starts support function, such as the startup of attendant application.Support function allows by the test of surveillance to computer system.Service button starts and the watchdog timer that monitors that guiding interrelates by calling of operating system.Can be instead or except with monitor that watchdog timer that guiding interrelates starts, service button starts another watchdog timer as the hang detection timer.If service button is pressed during the computer system guiding, the hang detection timer is activated at the predetermined point place of computer system homing sequence, such as after the user provides log-on message, and is cleared in the attendant application startup.If the hang detection timer keeps after the time not being cleared in predetermined hang detection, the operating system suspends mistake is identified.
According to an embodiment, the detection of computer failure causes computer system to be directed to service mode again.Even service mode guide service pattern operating system so as the master operating system of computing machine lost efficacy also can analysis computer system.The startup of service mode boot has also started a watchdog timer.Watchdog timer is cleared at the predetermined point place of service mode booting operating system sequence.If the watchdog timer predetermined time cycle keeps afterwards not being cleared then the computer system fault is determined existence.If the service mode boot presses the button by previous user service and is activated and guarantees fault detect, then service mode hang detection timer monitor service pattern booting operating system sequence is so that detect any hang-up of service mode operating system.
In another embodiment, in a computer system that service button and controller chip group arranged, provide and be used for the method supported automatically.Method comprises step: if press and in the general input register of step in the controller chip group first binary digit is set so that produce first look-at-me, receive first and interrupt and judge whether computer system is guiding and system is guiding then start attendant application routine or system in first mode not guiding then starting the attendant application routine in second mode if press service button, response.
A computer system also is provided, and described computer system has one and has the processor of a timer, a controller chip group, a system bios and an operating system that is used for by the component communication of BIOS and computer system at least.Service button is connected in the general input register in the chipset, is used to generate cause first register that interrupts.System comprises that further is connected to an input register, is used for receiving first and interrupts and be that to be in boot state also be that the mode of non-boot state is handled its interrupt handler to depend on computer system.
A computer system that system bios and operating system are arranged also is provided, wherein, computer system comprises and is used for being provided with bit on the general input register that is connected in the controller chip group to generate the service button of first look-at-me in register.If computer system is not in boot state, then the interrupt handler in system bios receives first look-at-me, and starts second look-at-me to operating system, so that start attendant application.If computer system is in boot state, binary digit keep to be provided with, and if binary digit be set up, then be comprised in and check the binary digit state in the code homing sequence process afterwards in the operating system and start attendant application.
This invention provides many important techniques advantages.An important techniques advantage is to detecting the comprehensive support of the problem that interrelates with computer system.The computer system homing sequence that supervision is used for hardware or operating system failure can make problem detection and the support robotization to dealing with problems.Further, operating system failure detects and allows by using service mode operating system the computer system problem to be analyzed and proofreaied and correct.
Another important techniques advantage is that confirmation problem automatically is present in the computer system.The indication bottom line that surveillance has detected problem provides confirmation to the technical support personnel, to reduce the dependence to the computer system user word picture.Problem confirms that the restriction technologies support staff need check the number of the most basic option of the process of interviewing by phone.Further, if surveillance does not detect problem, then the technical support personnel can limit the number of the problem that needs investigation.For example, the problem that can not detect surveillance shows hardware and operating system with the normal mode guiding, and system can start attendant application.
Another important techniques advantage is the identification of the problem that interrelates with computer system.For example, the problem that the supervision of computer system boot allows identification and hardware or interrelates with operating system perhaps replacedly can represent to indicate the suitable hardware and the operation system function of the difficulty relevant with user or application program.If there is problem in operating system software, then the use support of service mode operating system is all analyzed so that further identification and problem analysis.For example, if master operating system can not be operated, then service mode operating system is supported computer system operation, and allows to be used for the operation to the computer system of the automatic analysis of master operating system problem and correction.
Another important advantage be one simple and use uncomplicated powerful user interface.For example, have a question or the user of problem simply by the single service button of the next one.Pressing service button produces an interruption and directly enters chipset so that remind surveillance to notice that service asked by the user.Direct interface to the service button of chipset has improved reliability and simplicity because give the user's of service button input needn't rely on computer module, such as the operation of keyboard or mouse.In addition, the user can at any time press service button and seeks support.Press service button and guarantee that in order to the mode that starts attendant application attendant application will be moved in due course, no matter the time that service button is pressed, and no matter whether it is pressed repeatedly.In case service button is pressed, even when operating system lost efficacy, computer system can be carried out in-depth analysis to potential problems by using service mode operating system computer module.Further, system and method for the present invention can easily be realized with dissimilar operating system.
Can obtain by the following description that reference provides in conjunction with the accompanying drawings about understanding more completely of the present invention and advantage thereof, same in the accompanying drawings label is represented same functional part, wherein:
Description of drawings
Fig. 1 has described a block scheme that is operated the computer system of system monitoring state machine supervision;
Fig. 2 has described the process flow diagram that monitors of operating system during the normal mode guiding and afterwards;
Fig. 3 has described the process flow diagram that monitors of operating system during the service mode guiding and afterwards;
Fig. 4 has described a process flow diagram that attendant application starts after service button is pressed; With
Fig. 5 has described a block scheme that is used to start the software and hardware element of attendant application.
Embodiment
Most preferred embodiment of the present invention is in the accompanying drawings by diagram, and identical numeral is used to indicate same and corresponding part in each accompanying drawing.
The operating system of a health monitors the hardware and software operation on computer system.Sometimes, operating system detect the difficulty of computer system or problem and difficulty is provided or the warning of problem to computer system user.Usually the help system that interrelates with operating system can be automatically or by customer interaction, for example overcome a difficulty or problem by the help of asking a question.Yet, when operating system self has problem or the software incompatibility is arranged, for operating system, be difficult to solve those problems.Frequently, operating system is not that to close be exactly to hang up, and does not provide further problem warning to computer system user.
In order to improve computer system problem detection, identification and solution, the surveillance monitor operating system function that interrelates with the BIOS of computer system.Surveillance detecting operation system bootstrap fault and various types of operating system suspends.In case problem is detected, remedial action is taked automatically so that use one to utilize the unified mechanism of the operating aspect of computer system to recover out of order computer system.In addition, surveillance can be called by clicking of service button.Pressing of service button provides an interruption to computer system chipset, is used for calling automatically as the highest available other user of level who is arrived by computer system security and state-detection supporting.As what below will be described more completely, when computer system just in service mode or normal mode POST, when guiding service button can be pressed by the user.When service button is pressed, bit is set and produces an interruption in the general input register of BIOS in the controller chip group.State in BIOS-responsive interrupt handler code is taked suitable action, and the state that relies on the computer system of being represented by the CMOS binary digit of determining is communicated by letter with operating system.Further, the interrupt handler code guarantees to have only suitable action to be taked, and no matter the number of times that service button is pressed continuously.The system and method that is used for the supervisory computer system failure now will be by more detailed description, is thereafter can be in order to the detailed description of the mode of calling such surveillance to service button.
Referring now to Fig. 1, block scheme has been described a computer system 10 that the operating system 12 that links mutually by Basic Input or Output System (BIOS) (" BIOS ") 16 and nextport hardware component NextPort 14 is arranged.Nextport hardware component NextPort 14 comprises conventional personal computer system's nextport hardware component NextPort for example processor, modulator-demodular unit, sound card, video card and memory device, comprises hard disk drive, floppy drive, ROM and RAM.After the startup of initial power supply or guiding again, BIOS16 controls a homing sequence, comprises calling of Power-On Self-Test (" POST ") and operating system.One or more timer 18 and 19, for example conventional watchdog timer are present in the hardware 14.
BIOS16 is with the mode power-on boot computer system 10 of routine.Monitored state machine 20 monitors bootup process by the state exchange in the homing sequence and expected results are compared.For example, monitored state machine 20 is communicated by letter with timer 18, compares with the elapsed time that is used for sequence from the expeced time of first o'clock to second o'clock intended conversion of homing sequence so that will be used for.If timer 18 expirations are not cleared, then the expiration according to timer detects problem.If BIOS16 is the booting computer system 10 online operating systems 12 that cause successfully, then the service routine zero clearing timer 18 of operating system 12 is so that prevent the problem indication.
If monitored state machine 20 detects the problem of computer system 10, then BIOS16 can control many different responses.For example, BIOS16 can call service mode operating system with service agreement 22.Service mode operating system for example can be the simple version of operating system 12, such as the Windows safe mode that is used for Windows98.Service mode operating system can comprise modem driver, so that computer system can get in touch so that upload user's phenomenon of the failure, system configuration and status information by Internet and Analysis server, and move automatic analysis software and diagnosis.BIOS16 also can light Service lamp 24 so that come the detection of problem of representation with the different configuration modes of the lamp of representing one or more specific question characteristic.The computer user then can offer technical support with bright lamp information and analyze and deal with problems so that help.Alternately, technical support can obtain system information from Analysis server.
Computer system 10 comprises the service button 26 that can be pressed by the computer user.Service button 26 provides a powerful user interface that can make the user start problem detection and identifying.Further describe as following, for example, service button 26 produces an interruption and enters computer system chipset to start an attendant application.Monitored state machine 20 detects pressing of service button and operation service application program or surveillance behavior so that detection computations machine system problem.
The homing sequence in monitor operating system 12 is called, monitored state machine 20 can be used the operation of hang detection timer 19 monitor operating systems 12.If service button is pressed during guiding, then hang detection timer 19 for example is activated by user registration during homing sequence, and by calling and guide the application program zero clearing that moves after finishing in operating system 12 or service mode operating system 22.If the application program does not have zero clearing hang detection timer 19 in the predetermined time cycle, monitored state machine 20 decision systems hang up and occur.BIOS16 recognizes the operating system problem and attempts the service mode guiding or indicate possible hardware fault by Service lamp 24 then.
With reference now to Fig. 2,, flow chart description be used for the step of the support robotization that the operating system of normal boot pattern monitors.In step 50, normal computer guiding program is activated.For example, the user of computer system 10 can application switch or can be indicated operating system guidance system again.In step 52, the hang detection watchdog timer is activated.The guiding of operating system and the action of timer be parallel carrying out in system.Watchdog timer counts down.If it reached zero before step 58 and 60 is done (just, when service routine in bootup process, move laterly and during the zero clearing timer), then step 54 is done, and system is restarted in step 56 and enters service mode.
Typically, the homing sequence testing hardware and the guiding that in the predictable time cycle, starts the operating system.Hardware testing, for example POST test finish start with booting operating system after, send an instruction from the operating system service routine and come at step 58 zero clearing watchdog timer.If watchdog timer is cleared in step 60, the then normal guiding of indication.If watchdog timer is not cleared and counts down to zero, then process proceeds to step 56, guides again with service mode operating system to enter service mode.In one embodiment, before proceeding to the service mode homing sequence, can repeat other normal boot automatically.In brief, if keep not zero clearing after the watchdog timer predetermined time cycle, think that then computer system does not have the homing sequence point of guiding by service routine zero clearing watchdog timer place.Therefore, can according to finish or uncompleted homing sequence with the problem identification of computer system to a certain degree.
Step 58 expression operating system service routine is moved at a predetermined point place than in the rear section of computer guiding process.In step 60, watchdog timer before watchdog timer predetermined period of time expiration by the zero clearing of operating system service routine.If it is arrive step 60, then tested and reach that the computer hardware of startup of booting operating system sequence predetermined point and software normally can use.In case this judgement is made, and is provided a register machine meeting step 62 user.
In step 64, judge during the relative OS bootup process of the normal boot that is not pressed with service button service button 26 whether be pressed (face is further discussed as follows).If whether judge that process proceeds to step 70, carries out the startup of normal computer system operation.
If service button has been pressed during step 64 judgement is guiding, then in step 66, attendant application is activated, and comes monitor operating system to hang up at step 72 startup hang detection timer.Hang detection monitor to use hang detection timer 19 or other timer to come Test Operating System whether to finish its attendant application operation in the predetermined time cycle.The hang detection timer starts in step 72, finishes being written into after the predetermined portions with initiating sequence by the application program zero clearing that operates on the computer system of it in application program in step 68 then.Therefore, in step 68, judge application program be written into initiating sequence whether be normal.If, operating in the application program zero clearing hang detection timer on the computer system, process proceeds to step 70, starts support application program.If hang detection timer predetermined time cycle keeps not being cleared, then judge that in step 74 attendant application can not zero clearing timer 19.Can show that like this operating system hangs up; Bottom line, it can not normally start attendant application.In step 74, after the detection of hang detection timer expiration, system is guided to enter normal mode (step 50) or service mode (step 76) again, and this depends on definable trial and guides the frequency of failure that enters normal mode again.
When if the user is normal running at computing machine, the step 70 in accompanying drawing 2 or press service button any time being different from computer-directed other for example, then system proceeds to the hang-up that step 78 is come the detecting operation system.Attendant application is activated in step 66, and the hang detection timer is activated in step 72.If at step 68 attendant application zero clearing timer, then computer system is carried out normal running in step 70.If timer expires in step 74, then operating system suspends is detected, and system attempts being directed to again normal mode (step 75), produces up to normal specifying number of booting failure again, and system is directed to service mode again in step 76 in that.Allow like this needn't guide fully again to determining of operation system function.Further, if timer even the normal running system is inoperative, also can carry out trouble hunting with service mode in the expiration of step 74 place.
With reference now to Fig. 3,, service mode is sentenced the service mode homing sequence in step 80 and is started.In step 82, the service mode watchdog timer is activated.As above, this watchdog timer counts down to zero concurrently with the loading of (service mode in this example) operating system.If watchdog timer reached zero (step 84) before it was cleared afterwards in service mode bootup process (step 88 and 90), then the service mode guiding is failed, and indicates this situation (step 86) by the LED that the indication hardware fault is set.Hardware problem is possible, because master operating system and service mode operating system all can not be taken computing machine to an operable state.
In step 88, service mode operating system routine is in the bootup process predetermined point place operation of part after a while.If service routine is in step 88 operation, then at step 90 routine zero clearing timer so that expression service mode operating system is effective.In step 92, finish the computer system guiding with service mode operating system.
In step 94, judge whether service button is pressed in normal mode or service mode bootup process.The state that is stored in the button that is pressed in the bootup process in the trial that restarts in failure.If, then operation service application program, and proceed system's hang detection in step 104 with the startup of operating system suspends detection timer and test.Again, recover the loading of application program and start to carry out counting down of hang detection timer concurrently in step 96 and service mode.If continue like this, it is with operation code so that at step 98 zero clearing detection timer.In this point, service mode operating system is considered to have at least enough functions to start the service mode application program.In step 100, start the service support application program, those for example useful application programs to the analysis software problem.Computer system is operated in service mode and be can be used for fault diagnosis.
In step 106,, then be shown and in the time cycle of presetting, loaded and to have started attendant application in step 108 service mode operating system if watchdog timer counted down to zero (in other words, expiration) before serviced application program zero clearing.At this moment, detected the hang-up of service mode operating system, and indicated the mode of possible software issue to finish to use the lamp that is connected with computer system in step 108 process.
In step 102, if service button is to be pressed when being in the service mode operation at computing machine, then the hang-up of system and testing service pattern operating system proceeds to step 104 and 96 concurrently.Start attendant application in step 96, and start the hang detection timer in step 104.If attendant application is at step 98 zero clearing timer, then computer system proceeds to the service mode operation so that allow to start the service mode recovery application program that allows computer failure analysis and corrective action in step 100.If timer is in step 106 expiration, then the detecting operation system hangs up, and system is in the possible hardware fault of step 108 indication.Permission is determined the function of service mode operating system and needn't be guided fully again like this.
The operation of surveillance will be further illustrated in example demonstration then.If surveillance is not found hardware or operating system failure, then the computer user can be connected to the answer that problem or query are sought in the help on the Internet by the local help on the computer system or by the system of using a computer.Local and remote help based on Internet will solve most computer problem or query.
Another useful example demonstration is a non-lethal hardware fault, such as CD-ROM or sound card fault.Surveillance will be indicated does not have operating system failure to take place, and the user can contact technical support so that obtain the new hardware that sent.The non-lethal hardware fault of some types is used to restriction the available option that obtains to help.For example, computer system can be operated under the situation that does not have modulator-demodular unit or network interface unit (" NIC ").Yet this hardware fault is connected to Internet so that obtain the ability of help with the limiting computer system.Partly, modem failure can solve by entering service mode.For example, if modem failure interrelates with modem configuration or ISP dialing instruction, then the service mode modem configuration can be supported the solution based on the problem of Internet.
In another example demonstration,, then can set up modulator-demodular unit and connect with service mode operating system if normal mode operating system can not operate, can not guide or otherwise instability.Internet by service mode connects the immediate system analysis that allows operating system, so that automatically support the solution of operating system problem and the recovery of operating system.For example, the relevant portion of new operating system or operating system can be loaded on Internet to replace out of order operating system.If automatically problem is separated and must not be dealt with problems, then the user can phone technical support and come identification problem according to the configuration of shown lamp.
As an additional example demonstration, computer system may all have the fatal defective of the operation of hindering in normal and service mode.For example, computer system may or have fatal hard disk failure by incorrect setting, such as mainboard, hard disk drive or power fail.In this example, the instruction sheets that provide with computer system will provide the problem that interrelates with the display lamp configuration and be used for the simple instruction that the user follows.The user can use this information to come contact technical support and obtain to replace hardware then.
As implied above, computer system 10 comprises that is used for the available service button 26 that the computer user presses.Service button 26 produces an interruption and enters computer system chipset so that for example start an attendant application.Monitored state machine 20 detect pressing of service button and in due course between the operation service application program, perhaps the surveillance behavior is so that detection computations machine system problem.When service button is pressed, start hang detection timer 19, and afterwards complete operation system 12 or service mode operating system 22 call and start after by the application program zero clearing that moves.If application program does not have zero clearing hang detection timer 19 in the predetermined time cycle, then monitored state machine 20 decision systems hang up and produce.BIOS16 identification operating system problem and startup may comprise the predetermined BOOT strapping Protocol again of the guiding of describing in detail above again in service mode then.
Service button provides a user can call the standards body of support by it.With reference now to Figure 4 and 5,, the user who seeks to call support will press service button 26 in step 400.Notice that although show clearly, process flow diagram shown in Fig. 4 comprises that two are carried out spaces, one in BIOS, another is carried out in the space in operating system.Normally, interrupt by producing, interrupt (SCI) such as system's control and handle to the communication of operating system, and from the communication that operating system turns back to BIOS be by operating in the value of setting the BIOS code, finish such as zero clearing hang detection timer.Surveillance in BIOS will be described below more completely in order to the mode of communicating by letter with operating system and operating system response (not hanging up if having), and this provides unique advantage.Although system is present in needs dependence operating system in the operating system because of some parts, its also has the ability the basic personal computer architecture of influence so that the identical mechanism among the permission BIOS is supported the specific implementations of a plurality of operating systems.Further, system can make the user support to be called and the running status of unattended operation system.
As shown in Figure 5, service button 26 directly is connected on the specific input register 500 in the general I/O register (GPIO) of controller chip group 520, and in step 402, the bit that makes in that input register of pressing of service button is set up.The step 404 that is arranged on of this binary digit produces a system management interrupt (SMI), so that start state-responsive interrupt handler code, a SMI handling procedure 502 among the BIOS.SMI handling procedure 502 receives SMI, and forbid further producing SMI at step 406 place, up to current SMI maintained to guarantee if the user presses service button repeatedly then have only an interruption to be produced, fully safeguarded up to that interruption.
In step 408, the SMI handling procedure judges that by checking the suitable binary digit in the CMOS register whether computer system is in guiding.If system guides, general input binary digit keeps being provided with when system continues its homing sequence.The hang detection timer also is set up in step 410, but the SMI handling procedure is not taked further to move.When system finishes its homing sequence, perhaps be considered to tested there and reaching predetermined point place in the normally exercisable homing sequence of hardware and software of this point in the homing sequence, for example when the user was prompted to register ID, operating system was indicated on the state that step 411 place checks the service button binary digit.If the service button binary digit is set up, show that button is pressed in bootup process, operating system will be in step 422 operation service application program, otherwise it will restart normal running (step 412).In one embodiment, check the service button binary digit as the background task such as the attendant application transmitter that interrelates with operating system of the part of normal boot process operation.If the service button binary digit is set up, attendant application operation service application program.
If at step 408 place, SMI processor decision-making system is not in guiding, then the SMI processor starts the hang detection timer in step 416.This hang detection timer can be and same timer that is set up in above-mentioned steps 410 or different timers.Yet whether the value that timer is set up will be pressed during guiding and difference according to service button.It will be set to a high value if be pressed during guiding, and represent the permission system to finish boot cycle and the required long time quantum of operation service application program.If be not pressed during guiding, timer will be set to one than low value, and representative allows system handles to interrupt (below be described) and starts the required time quantum of weak point of attendant application.
If system does not guide, the SMI handler code in BIOS interrupts communicating by letter with operating system by causing at step 418 place subsequently, so that notifying operation system service button is pressed.In one embodiment, this interruption is to carry out system's control maintained in the space in operating system to interrupt (SCI).In order to start SCI, the SMI handling procedure is arranged on the output binary digit 504 in the output register among the GPIO.As shown in Figure 5, this binary digit is used as one and inputs to the system control that takes turns starting SCI508 and interrupt input 506.At step 420 place, SCI is handled by the Interrupt Service Routine of carrying out in the space in operating system (ISR).ISR provide information to operating system so that start attendant application.In one embodiment, this point is done by the information of being sent in step 422 place startup attendant application 514 for the attendant application transmitter 512 that interrelates with operating system.
No matter whether service button is pressed,, judge that as step 426 place then service button binary digit and hang detection timer are cleared at step 428 place if attendant application correctly starts during guiding.In one embodiment, attendant application notification service application program transmitter and order its zero clearing service button binary digit and hang detection timer.If attendant application can not correctly start (timer reached zero) before being cleared, it may represent operating system suspends or, minimally, it can not correctly start attendant application.Therefore, at step 430 place, system begins to follow the predetermined BOOT strapping Protocol again that may be included in the guiding again in the service mode as detailed above.At last, in case SMI is fully maintained, the SMI handling procedure can produce SMI in step 432 again, so that pressing of service button will cause another interruption and start aforesaid service subsequently.
Therefore, system and method for the present invention provides a unique way of supporting with unified failure safe mode invoke user therein.BIOS carries out the mode that code is communicated by letter with operating system and vice versa in the space and can allow and the calling of the services request of operating system independent, and the surveillance outside the operating system is provided, so that energy monitor operating system self.Further, above-mentioned system and method can make the user do not consider operation system state (in other words, during guiding or other the time, perhaps when operating system is suspended) call support.
Problem identification that here is described and resolution system can be used as being provided by order manufacturing (build-to-order) assembly of computer system.For example, minority advanced level user can press issue-resolution with button and customize their computer system, and more experienced user can be with the standard configuration order computer system.Replacedly, the part that the computer system buyer can only custom-built system for example only monitors the timer that interrelates with the master operating system that does not comprise the ability of calling service mode operating system automatically.
Although the present invention is described in detail, should be appreciated that, under the situation that does not depart from the spirit and scope of the present invention that limit by subsidiary claim, can make multiple variation, replacement and change.
Claims (14)
1. a method that is used to computer system to provide automatic technique to support comprises the following steps:
In the service button of whenever pressing of operating period of described computer system, described service button described press make an application program that is used to provide described automatic technique support be called and no matter the duty of described computer system how.
2. the process of claim 1 wherein that described service button is connected to chipset, and wherein, described service button is called described application program by making described chipset produce at least one first interruption.
3. the method for claim 2, wherein, the described step that makes further comprises step:
First binary digit in the general input register in the controller chip group is set, produces first interruption to respond the described step of pressing;
Receive described first and interrupt, and judge whether described computer system is carrying out homing sequence; And
If described computer system is not to guide, start the attendant application routine in first mode; Perhaps
If described computer system guides, the schedule time during described homing sequence starts described attendant application routine in second mode.
4. according to the method for claim 3, if further comprise response described press that step starts timer and before described timer reaches predetermined value described attendant application reach predetermined point then the step of the described timer of zero clearing.
5. according to the method for claim 4, further comprise the step of guiding again that starts computer system if described attendant application did not also reach described predetermined point before described timer reaches described predetermined value.
6. according to the method for claim 4, wherein, the described step that starts described attendant application in described second mode further comprises step:
Predetermined point during homing sequence detects the state of the predetermined binary digit of described chipset; And
If described predetermined binary digit is set up, start described attendant application.
7. according to the method for claim 6, wherein, the described step that starts described attendant application in described first mode further comprises and produces one second step of interrupting, Interrupt Service Routine of described second IE, and described Interrupt Service Routine starts described attendant application.
8. according to the method for claim 7, wherein, described second interruption is that system's control is interrupted, and the step that the control of the described system of described startup is interrupted further comprises the step of second binary digit in the general output register that described controller chip group is set, and the described setting of described second binary digit causes the generation that the control of described system is interrupted.
9. computer system comprises:
A chipset;
A storer;
An application program that is used to described computing machine to provide automatic technique to support; And
No matter one is used for whenever the calling described application program of operating period of described computer system and the mode of operation service button how of described computer system.
10. according to the computer system of claim 9, wherein, described service button is connected to described chipset, is used for being pressed in described service button producing first when calling described attendant application at least and interrupting.
11. the computer system according to claim 10 further comprises:
A processor that has a timer at least;
A system bios;
An operating system that is used to support computer system operation and the components communicate by described BIOS and described computer system;
Wherein, described service button is connected to the general input register in the described chipset, is used to be provided with described register and interrupts to produce described first;
An interrupt handler that is included in the code in the system bios, described interrupt handler is connected to described input register, is used for receiving described first and interrupts and be that to be in boot state also be that the mode of non-boot state is handled described interruption to depend on computing machine.
12. computer system according to claim 11, wherein, described interrupt handler judges that described computer system is in described guiding or described non-boot state, if described computer system is to be in described non-boot state, described interrupt handler is connected to the general output register in the described chipset, be used for being provided with the binary digit in the described output register, wherein, described general output register is connected to the 3rd register in the described chip assembly, produces one when the described binary digit of described the 3rd register in described output register is set up and is used for starting second look-at-me of interrupting.
13. according to the computer system of claim 12, wherein, described second interrupts calling an Interrupt Service Routine in the described operating system that starts described attendant application.
14. according to the computer system of claim 13, described therein interrupt handler is connected to described timer, is used for substantially starting described timer when interrupting receiving described first.
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| US6560726B1 (en) | 1999-08-19 | 2003-05-06 | Dell Usa, L.P. | Method and system for automated technical support for computers |
| US6606716B1 (en) | 1999-10-06 | 2003-08-12 | Dell Usa, L.P. | Method and system for automated technical support for computers |
| US6760708B1 (en) | 1999-08-19 | 2004-07-06 | Dell Products L.P. | Method and system for migrating stored data to a build-to-order computing system |
| US6574615B1 (en) | 1999-10-06 | 2003-06-03 | Dell Usa, L.P. | System and method for monitoring support activity |
| US6563698B1 (en) | 1999-10-06 | 2003-05-13 | Dell Usa, L.P. | System and method for providing a computer system with a detachable component |
| US6598223B1 (en) | 1999-10-06 | 2003-07-22 | Dell Usa, L.P. | Method and system for installing and testing build-to-order components in a defined configuration computer system |
| US6539499B1 (en) | 1999-10-06 | 2003-03-25 | Dell Usa, L.P. | Graphical interface, method, and system for the provision of diagnostic and support services in a computer system |
| US6564220B1 (en) | 1999-10-06 | 2003-05-13 | Dell Usa, L.P. | System and method for monitoring support activity |
| US6556431B1 (en) | 1999-10-06 | 2003-04-29 | Dell Usa, L.P. | System and method for converting alternating current into direct current |
| US6978307B2 (en) | 2001-07-19 | 2005-12-20 | Hewlett-Packard Development Company, L.P. | Apparatus and method for providing customer service |
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| CN100394392C (en) * | 2005-12-09 | 2008-06-11 | 英业达股份有限公司 | Computer programe reduction-mode automatic starting control method and system |
| JP4682937B2 (en) * | 2006-07-05 | 2011-05-11 | 富士ゼロックス株式会社 | Start control circuit |
| US20080046546A1 (en) * | 2006-08-18 | 2008-02-21 | Parmar Pankaj N | EFI based mechanism to export platform management capabilities to the OS |
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