EP2391944A1 - Soin de système pour des dispositifs informatiques - Google Patents

Soin de système pour des dispositifs informatiques

Info

Publication number
EP2391944A1
EP2391944A1 EP09843432A EP09843432A EP2391944A1 EP 2391944 A1 EP2391944 A1 EP 2391944A1 EP 09843432 A EP09843432 A EP 09843432A EP 09843432 A EP09843432 A EP 09843432A EP 2391944 A1 EP2391944 A1 EP 2391944A1
Authority
EP
European Patent Office
Prior art keywords
computing device
system care
program
user interface
user
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP09843432A
Other languages
German (de)
English (en)
Other versions
EP2391944A4 (fr
Inventor
Robert Cowie
Tam Dao
Tom Lam
Don Nguyen
Guoxuan Zhang
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Sony Corp
Sony Electronics Inc
Original Assignee
Sony Corp
Sony Electronics Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Sony Corp, Sony Electronics Inc filed Critical Sony Corp
Publication of EP2391944A1 publication Critical patent/EP2391944A1/fr
Publication of EP2391944A4 publication Critical patent/EP2391944A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • 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
    • G06F11/0793—Remedial or corrective actions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • 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
    • G06F11/0706—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 the processing taking place on a specific hardware platform or in a specific software environment
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • 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
    • G06F11/0706—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 the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0748—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 the processing taking place on a specific hardware platform or in a specific software environment in a remote unit communicating with a single-box computer node experiencing an error/fault

Definitions

  • the present invention relates generally to maintenance of computer devices, and more particularly to systems and methods for providing one or more solutions to computing devices.
  • Typical scenarios include customer calls directed to problems which may not be resolved by the customer.
  • service agents can sometimes address the problem by instructing the customer to download configuration files.
  • these customers typically take no action with regards to the defect and/or do not utilize support services.
  • solutions to computer issues may be available, these users do not take advantage of the solutions.
  • system performance may be slowed and in some instances may not function correctly. These performance issues could result in a decrease in sales due to negative customer experience with the computing device.
  • One conventional approach is to provide corrective files to computing devices to correct software defects which may affect device performance. For example, updates may be transmitted to the computing device by manufacturers of the hardware and/or software. This approach however, may require that users read and apply updates to their devices.
  • Another approach involves pushing files and programs to computing devices. This approach however, may not be desired by many users which prefer reviewing corrective files. Moreover, may users with errors are not aware of the error and/or decide not to take corrective action. Further, these methods do not address specific models of computing devices.
  • a method includes detecting, by a system care program of the computing device, one or more operational errors of at least one of a software and hardware function of the computing device, displaying a system care user interface by the computing device, and detecting user selection of the system care user interface. The method further includes determining one or more solutions for the error based on one or more signature profiles of the computing device by the system care program, and applying the solution on the computing device by the system care program to correct the one or more errors.
  • FIG. 1 depicts a simplified system diagram according to one embodiment of the invention
  • FIG. 2 depicts a process for system care according to one or more embodiments;
  • FIG. 3 depicts a self-heal process according to one or more embodiments;
  • FIG. 4A depicts a graphical representation of a user interface according to one embodiment
  • FIG. 4B depicts a graphical representation of a user interface and exemplary system care functions according to one embodiment
  • FIG. 4C depicts a graphical representation of a user interface providing exemplary solutions according to one embodiment
  • FIG. 5 depicts a process for addressing one or more operational errors according to one or more embodiments
  • FIG. 6 depicts a simplified system diagram for updating system care information according to one or more embodiments.
  • FIG. 7 depicts a graphical representation of a monthly report according to one or more embodiments.
  • system care relates to providing one or more of system maintenance, system diagnostics, one-click care, self-heal and troubleshooting of a computing device.
  • a system care program is provided for maintaining computing devices by updating, monitoring and/or performing one or more acts to address hardware and software components of the computing system.
  • the system care program may address one or more operational errors of a computing device that a user may or may not be aware of.
  • a process for providing system care for a computing device may include detecting one or more operational errors of at least one of a software and hardware function of the computing device by a system care program, displaying a system care user interface by the computing device, and detecting user selection of the system care user interface.
  • the process may further include determining one or more solutions for the error based on one or more signature profiles of the computing device by the system care program and performing the solution on the computing device by the system care program to correct the error.
  • the system care program relates to a manufacture's system care program (e.g., VAIO CareTM by SonyTM).
  • system care may be provided to computing devices associated with the manufacturer, such as through an extended warranty plan.
  • one object of the system care program may be to reduce the number of user calls to technical service by addressing one or more errors which may be correctable for the user.
  • a system may be provided for transmission of one or more solutions to a computing device.
  • the system may allow for one or more solution providers, such as a manufacturer technical support, to provide one or more solutions to a system care program associated with a computing device.
  • the system may further include one or more servers to provide the solutions to the computing device via a communication network.
  • the terms “a” or “an” shall mean one or more than one.
  • the term “plurality” shall mean two or more than two.
  • the term “another” is defined as a second or more.
  • the terms “including” and/or “having” are open ended (e.g., comprising).
  • the term “or” as used herein is to be interpreted as inclusive or meaning any one or any combination. Therefore, “A, B or C” means “any of the following: A; B; C; A and B; A and C; B and C; A, B and C". An exception to this definition will occur only when a combination of elements, functions, steps or acts arc in some way inherently mutually exclusive.
  • the elements of the invention are essentially the code segments to perform the necessary tasks.
  • the code segments can be stored in a processor readable medium, which may include any medium that can store or transfer information.
  • Examples of the processor readable mediums include an electronic circuit, a semiconductor memory device, a read-only memory (ROM), a flash memory or other nonvolatile memory, a floppy diskette, a CD-ROM, an optical disk, a hard disk, etc.
  • FIG. 1 depicts a simplified system diagram for providing system care for a computing device.
  • computing device 150 of system 100 includes a processor and memory which may be configured to store and execute a computer program product.
  • Computing device 105 is configured to store and execute a system care program.
  • the system program may be configured to provide system maintenance such that software and hardware components may operate at top performance.
  • the system care program may be configured to update components, monitor performance and perform system tune-up for computing device 105.
  • the system care program may further be configured to generate system health reports to identify the status of one or more components and guide a user to address system performance and operational errors.
  • the system care program may be configured to diagnose one or more system attributes to identify one or more hardware and software solutions.
  • the system care program may provide a user interface.
  • the system care program can allow for one-click care, self-heal care and a troubleshooting advisor, each of which may be selected by a user.
  • One-click care provided by the system care program may relate to updating system program files and verification of system components based on user selection of the graphical user interface.
  • the graphical interface can include a one-click care icon which upon user selection, the system care program of computing device 105 launches system care program files.
  • the system care program may provide self-heal functionality by automatically detecting system status without the need for a user selection.
  • the troubleshooting advisor of the system care program may allow for a user of computing device 105 to assess one or more operational aspects of computing device 105 and provide instructions via the user interface to assess one or more issues.
  • system care program of computing device 105 may be part of system 100 to interoperate with system care server 110 via communication network 115 to address problems of computing device 105.
  • System care server 110 may be associated with technical support server provided by a manufacturer (e.g., VAIO CareTM server). As will be discussed in more detail below, system care server 110 can provide one or more solutions to computing device 105 based on one or more operational errors detected.
  • Communication network 115 may relate to one of a telephone network, packet switched transmission network (PSTN), internet protocol (IP) network, etc.
  • PSTN packet switched transmission network
  • IP internet protocol
  • Communication network 115 may further include one or more devices to providing over-the- air signaling including broadcast and media content in general.
  • Process 200 may be initiated by detection of a system error at block 205.
  • the error may be detected by one of an operating system and a system care program of a computing device (e.g., computing device 105).
  • System errors may relate to program failure, program crash, hardware error, reduced system speed, etc.
  • detection of a system error may be based on one or more signature files of the computing device. For example, signature files generated by an operating system associating one or more processing events of the computing system with an identifier and/or tag may be detected by the system care program. Solutions to the operational error may be based on mapping the error to one or more solutions.
  • errors may be detected based on a signature file and/or event occurrences provided identifiers (e.g., a bucket identifier) by at least one of the operating system and system care program.
  • the system care program may correlate one or more of an application number, application version, module name, module version and exception with one or more solutions for the computing device.
  • a user interface of the system care program may be launched and/or displayed for a user.
  • the system care program may be initiated during startup. As such, the system care program may check for system errors at device startup.
  • the system care program may include one or more buttons or icons for selection by a user. Accordingly, a user may be informed of one or more errors or system characteristics which require attention.
  • Process 200 may continue by detection of a user selection of the user interface at block 215. Based on the user selection, the system care program can initiate a system care process at block 220. For example, the system care program may perform one or more of a one-click solution, self-heal and troubleshooting advisor.
  • One advantage of the system care program may be to provide solutions to one or more system errors based on errors faced by other users. Accordingly, the system care process may query a system care server (e.g., system care server 110) for a solution at block 220. Solutions provided by the system care server may be employed by the system care program to correct the error. Further, the system care program may provide solutions provided by a manufacturer (e.g., VAIO CareTM Solutions). As such, the system care program can update the computing device based on manufacturer provided updates, patches, and model specific corrections.
  • a system care server e.g., system care server 110
  • Solutions provided by the system care server may be employed by the system care program to correct the error.
  • the system care program may provide solutions provided by a manufacturer (e.g., VAIO CareTM Solutions).
  • the system care program can update the computing device based on manufacturer provided updates, patches, and model specific corrections.
  • system care program can automatically detect and correct one or more issues faced by the computing device to provide self-heal functionality.
  • self-heal process 300 may be automatically performed to address operational errors of a computing device.
  • the self-heal process may be initiated when an error is detected and/or during start up of the computing device.
  • the device may be configured to retrieve a self-heal solution from system care server at block 305 (e.g., system care server 110).
  • system care program checks if retrieval of a self-heal file was successful. As will be discussed in more detail below with respect to FIG.
  • self-heal files may include one or more solutions provided by the system care server and system care program may relate to one or more patch files and fixes associated with a particular detected.
  • the system care program informs the user that retrieval was unsuccessful at block 315.
  • the system care program may check the computing device associated with one or more patches and fixes in the self-heal file at block 325. The system care program may then check for a solution at block 330.
  • the system care program can inform the user that a solution is not available at block 335.
  • the system care program may download the solution at block 340 and apply the solution at block 345.
  • Process 300 may then determine if the download and/or application of the fix was successful at decision block 350.
  • download and/or application of the solutions fails ("YES" path out of decision block 350)
  • the system care program may inform the user to retry at a later time at block 355.
  • the system care program may proceed to check for any additional solutions at decision block 360.
  • additional solutions may be present (“YES” path out of decision block 360)
  • the system care program may check the computing device for issue at block 325.
  • process 300 may end the self-heal process of the system care program at block 320.
  • the system care program may perform a one-click solution process wherein the system care program detects user selection of a user interface. The system care program may then check hardware and system components of the computing device and employ detection of solutions for the computing device employing process 300.
  • FIGS. 4A-4B graphical representations are shown of an exemplary display window of a user interface provided by the system care program according to one or more embodiments of the invention. Referring first to FIG. 4A, a graphical representation is depicted for a troubleshooting advisor function of the system care program.
  • Display window 400 of the user interface may include one or more buttons for access to functions of the system care program, such as one-click care button 405, troubleshooting button 410, and VAIOTM support button 415.
  • one-click care tab 405 may be employed by a user to select one-care functionality of the system care program described above with reference to FIG. 3.
  • Troubleshooting button 410 may be used by the user of computing device 105 to assess one or more operational aspects of a computing device (e.g., computing device 105) and provide instructions via the user interface to assess one or more issues.
  • troubleshooting button 410 may be selected (e.g., clicked) by a user for the system care program to display system care advisor 420.
  • System care advisor 420 may include one or more buttons associated with categories for support by the system care program. As shown in FIG. 4A, buttons, shown by 425, may relate to input and output devices, storage and media, software applications, network and wireless components and system settings. It should be appreciated that system care advisor may include one or more additional buttons. According to another embodiment, the system care program may be configured to interoperate an operating system of the computing device to determine components of the computing device. For troubleshooting of specific components, a user may select one or more of buttons 425 to receive one or more solutions and/or graphical information via the user interface for correction of one or more operational errors. System care advisor 420 may further include system care messages associated with software and hardware components, shown as 430 and 435 respectively. User selection of button(s) 440a-440b can result in the system care program performing analysis of the software and hardware components.
  • the system care user interface may further include VAIOTM support button 415 to access to technical service provider for assistance.
  • the user interface of the system care program may display setup icon 445 and help icon 450.
  • selection of setup icon 445 may prompt display of an interface to receive one or more user preferences.
  • Help icon 450 may provide a user access to help features provided by the system care program and/or the operating system of the computing device.
  • FIG. 4B depicts a graphical representation of a system care user interface according to an exemplary embodiment. Based on a user selection of a system care advisor 420, such as one or more of buttons 425, the user interface may display window 460 including possible solutions associated with one or more operational errors. As shown in FIG.
  • the possible solutions may each include a button, shown as 465, which may be selected by a user to address one or more issues.
  • the system care program may perform one or more actions shown as actions 470i -n . Actions performed by the system care program include uninstalling a device 470i, updating drivers 47O 2 and instant mode updating 47O n .
  • instant mode updating by the system care program may relate to issuing one or more commands to the operating system. For example, to reboot a computing device, a user is typically required to perform a series of actions including selection of an icon or button to shutdown the device.
  • instant mode updating at action block 47O n may issue a command by the system care program to the operating system, such that the operating system performs the operation without requiring the user to perform the above-identified series of actions.
  • the command may be issued to shut down the computing device.
  • the system care program can issue a command to enable and/or disable a wireless adapter. It should also be appreciated that the system care program may issue commands associated with other functions to the operating system of the computing device.
  • the system care program may display one or more solutions based on user selection of troubleshooting button 410.
  • FIG. 4C a graphical representation is depicted of a user interface of the system care program including solution window 475.
  • Solution window 475 may include one or more solutions 480 i -n to address operational errors experienced by a user of the computing device.
  • solutions 48O] -2 may be displayed based on user search for solutions entered in search window 485.
  • FIG. 5 depicts a process for providing one or more troubleshooting solutions to a user according to one or more embodiments.
  • Process 500 may be performed by the system care program to guide a user for correction of one or more errors.
  • Process 500 may be initiated by detecting user launch of the system care program at block 505.
  • the system care program may be initiated by the user by selection of an icon or user interface provided by an operating system on computing device (e.g., computing device 105).
  • the system care program detects selection of a troubleshooting button (e.g., button 410).
  • the trouble shooting user interface may provide one or more options and/or visible paths for a user to select.
  • the system care program may receive one or more selections of a user to facilitate a user's correction of one or more errors.
  • the system care program may reduce the number of customer service calls placed by the user to technical support.
  • the system care program can detect user selection of an input/output advisor.
  • the input/output advisor may allow for a user to select one or more devices. By displaying a list of devices that may be accessed, the input/output advisor allows a user to select one or more devices to be diagnosed.
  • the system care program can detect user selection of a device at block 520.
  • the system care program may run a script on the computing device at block 525 to diagnose any issues presented by the device. The script may analyze one or more log files, signature files and event identifiers to determine the issue presented.
  • the system care program may then display available solutions at block 530.
  • the solutions displayed by the system care program may allow for a user to correct the operational error.
  • process 500 may then perform one or more of launching a program at block 540, launching a website at block 545, displaying a message box at block 550 and opening a help and support information for a specific location at block 555. These solutions may be based on previous user selections.
  • the system care program may launch a program to correct an operational error selected by the user. For example, the program may replace one or more files of the computing device. According to another embodiment, the program can retrieve a patch file from a server to correct the issue.
  • the system care program may launch a website for the user.
  • the website may relate to a manufacturers website providing one or more solutions for a detected issue.
  • the website may provide one or more downloadable files for correction of the issue.
  • the system care program may display a message box which may provide information to the user.
  • the message box may provide one or more display messages to guide a user to correct an issue.
  • the message box may illustrate a series of steps for coupling an external device to the users computing device.
  • Data for the display may be stored on the computing device or alternatively may be accessed via server (e.g., system care server 110) according to one embodiment.
  • the system care program may open a help and support file for a specific location.
  • the help and support files may be provided by the system care program.
  • the system care program may access the help and support files of the operating system.
  • the maintenance program may then check to determine if the issues have been resolved at block 560.
  • the system care program may update the user display at block 565 to provide the user with the status of the device. In certain circumstances, the system care program may then display any additional available solutions at block 530.
  • the fix is successful (“YES" path out of decision block 560)
  • the system care program may then end system care troubleshooting advisor at block 570.
  • system care program may be sustained by providing one or more updates and/or patches to the system care program.
  • the system care program may be updated by a database of possible solutions maintained by sustaining engineers.
  • solutions may be mapped to one or more user computing device issues based operational errors detected.
  • an error may be mapped to an event identifier generated by the operating system.
  • system maintenance may be kept current based on the one or more solutions available.
  • system care program may allow for a user's computing device 605 to access one or more solutions from system care server 615 via communication network 610.
  • the system care program may be automatically configured to download a patch based on auto-configuration files and auto-installation features of the system care program from system care server 615 in certain embodiments.
  • system 600 includes sustaining server 620 which may provide updates to system care server 615.
  • Sustaining server may be maintained and provide updates and solutions by sustaining group 625.
  • the sustaining group may relate to one or more technical support agents determining updates and patches to correct one or more operational errors of computing devices. Updates provided by a sustaining group 625 may be mapped to one or more patches and/or identified errors. The updates may then be provided to sustaining server 620. Update patches and issues that other systems may be facing may be addressed by the sustaining group and provided to users, such as computing device 605.
  • system care program may provide reports of system status.
  • the reports may be provided periodically (e.g., daily, weekly, monthly, etc.).
  • FIG. 7 a graphical representation is depicted of a system care report according to one or more embodiments of the invention.
  • the report may be provided monthly to a user of the computing device.
  • the report may include one or more messages to provide a user with an update of the system. Exemplary messages, shown as 705i -n in FIG. 7, may be based on particular categories, such as the operating system and system care updates. Messages 705 i -n may further indicate that one or more patches are available.
  • the report may further include one or more symbols such as triangle 710 and check mark 715 to indicate the status of the computing device. In one embodiment, triangle 710 may indicate that system components require attention, while check mark 715 may indicate that system components are in compliance.

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  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • General Engineering & Computer Science (AREA)
  • Quality & Reliability (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Computer Hardware Design (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • User Interface Of Digital Computer (AREA)
  • Stored Programmes (AREA)

Abstract

L'invention porte sur un système et sur des procédés pour fournir un soin de système pour un dispositif informatique. Dans un mode de réalisation, un procédé comprend la détection d'une ou plusieurs erreurs de fonctionnement d'au moins l'une d'une fonction logicielle et d'une fonction matérielle du dispositif informatique par un programme de soin de système du dispositif informatique, l'affichage d'une interface utilisateur de soin de système par le dispositif informatique et la détection d'une sélection d'utilisateur de l'interface utilisateur de soin de système. Le procédé peut également comprendre la détermination d'une ou plusieurs solutions pour l'erreur, sur la base d'un ou plusieurs profils de signature du dispositif informatique, par le programme de soin de système, et l'application de la solution au dispositif informatique par le programme de soin de système pour corriger une ou plusieurs différentes erreurs.
EP09843432.7A 2009-04-13 2009-11-19 Soin de système pour des dispositifs informatiques Withdrawn EP2391944A4 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US16877209P 2009-04-13 2009-04-13
PCT/US2009/006208 WO2010120272A1 (fr) 2009-04-13 2009-11-19 Soin de système pour des dispositifs informatiques

Publications (2)

Publication Number Publication Date
EP2391944A1 true EP2391944A1 (fr) 2011-12-07
EP2391944A4 EP2391944A4 (fr) 2013-06-05

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EP09843432.7A Withdrawn EP2391944A4 (fr) 2009-04-13 2009-11-19 Soin de système pour des dispositifs informatiques

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EP (1) EP2391944A4 (fr)
CN (1) CN102341788A (fr)
WO (1) WO2010120272A1 (fr)

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CA2763547C (fr) * 2011-12-20 2018-09-04 Ibm Canada Limited - Ibm Canada Limitee Systeme de distribution fixe

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Also Published As

Publication number Publication date
EP2391944A4 (fr) 2013-06-05
CN102341788A (zh) 2012-02-01
WO2010120272A1 (fr) 2010-10-21

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