JP2002049508A - Method for diagnosis of computer, system through internet - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a diagnostic method which remove trouble from a computer system connected to the Internet, through or not through a person according to the cases. SOLUTION: This computer system diagnostic method includes a stage where problem points of the computer system are diagnosed through the Internet, a stage where it is confirmed whether or not the computer system is registered as a client, a help disk operation stage where existent information regarding the system is confirmed when the computer system is registered as a client to perform matching inspection, a stage where the contents of desired request items and problem points are received from the computer system, a diagnostic program operation stage where the computer system is inspected by referring to the specifications of the computer system and the request items and problem points, a stage where the problem points of the computer system are solved by the diagnostic program, and a stage where inspection contents when the problem points are solved are provided through the Internet.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method and system for diagnosing a computer system through the Internet. More specifically, the present invention relates to a program preinstalled in a computer system when an abnormal operation of the computer system occurs. The present invention relates to a method of connecting to a communication network, notifying an operation abnormality to a diagnostic system, checking the computer system for the abnormality, and performing a diagnosis and repair based on a mechanism for performing services such as diagnosis and repair.

[0002]

2. Description of the Related Art A traditional computer service system includes a method of visiting a purchaser or an agency when an abnormality occurs in a computer system such as a personal computer or a large-capacity server of a company, or a manufacturer. It is common to visit directly for repairs.

[0003]

However, such a system requires time to visit for services. In addition, since services are generally performed in the order in which they are received, it takes time until the repair work is started, and the user cannot quickly restart the necessary work.

[0004] A specialized engineer is required for the service. Furthermore, high-tech products such as computers are rapidly upgraded and the causes of failures change from time to time, so it may be difficult even for a professional engineer to flexibly cope with such rapid technological progress.
In addition, management of computer systems sold in Japan or overseas is carried out by sales offices located in the corresponding area, and a separate service center is operated for each computer manufacturer, which requires a lot of expenses . The operation of such sales offices and service centers has also resulted in reduced sales revenues of computer systems.

In addition, as described above, both the user and the manufacturer need to spend extra time for post-management and service of the computer system, which hinders the execution of business. There is a problem that if a facility for the service is separately operated, investment costs are increased.

The present invention has been made in order to solve the above-mentioned problems, and has as its object to provide a computer system and a diagnostic system connected in real time through a communication network, for example, a computer system via the Internet. Entering the information of the computer system or exchanging information by voice / image chat to solve the problem, etc. An object of the present invention is to provide a diagnostic method for solving a failure.

[0007]

In order to achieve the above object, a method for diagnosing a computer system via the Internet according to the present invention comprises the steps of connecting the computer system to a site for diagnosing a problem such as abnormal operation via the Internet. And confirming whether the computer system is a registered customer of the site.If the customer is a registered customer, confirm user information already secured for inspection and use the corresponding user. A help desk operation stage for performing a suitable check; a step of receiving a content for a predetermined requirement or a problem from the computer system; and a check with reference to the specification of the computer system and the requirement or the problem. Operating a diagnostic program for performing the A method to solve the problem of Tashisutemu have a breakdown resolving the inspection to problems with the computer system is configured to include a step of providing via the Internet.

In a second aspect based on the first aspect, the computer system has a built-in connection program, and is a computer system diagnosis method that is automatically connected to the diagnosis system when an abnormality occurs.

A third invention is the computer system diagnosis method according to the first invention, wherein the user information includes information such as specifications of the computer system, purchase information, personal information details, or a dealer name. .

In a fourth aspect based on the first aspect, the diagnostic program checks whether there is damage to software of various application programs installed in the computer system and whether there is a normal operation on the configured hardware function. Computer system diagnostic method. Also,
A fifth aspect of the present invention is a computer system diagnostic method that enables an operator to directly inspect the computer system when the problem of the system cannot be solved by the diagnostic program.

According to a sixth aspect of the present invention, in the first aspect, the computer system diagnostic method includes an inspection for an abnormal portion on hardware of the computer system, a damaged portion of software, a problem of infection by a virus, and the like. did.

The computer system diagnosis method via the Internet according to the present invention connects to an online diagnosis site, applies for membership registration, and if the registration application is authenticated, the following (1) to (8) It can also be carried out by including the step. (1) Step in which user information is recorded. (2) Downloading a program for diagnosing a computer from the site. (3) A stage where a computer expert distribution is required after the program is executed and installed. (4) After referring to the user's status, determine whether the user is a registered member, and if the registered member, as a result, search for the computer expert on standby.

(5) Informing the user that the state of the computer expert has changed from standby to working. (6) A stage in which basic information of the user computer is provided by being connected one-to-one with the introduced computer expert. (7) performing a remote control by a computer expert committee based on the computer information to provide the remote control information and a data file; (8) The stage in which the interface of the system is transmitted from the user to a computer expert, and the status of the computer system is confirmed and cured.

Further, the basic information is information on basic specifications of the computer system. If the system interface is provided, operations such as virus check, restart, and system on / off of the computer system are performed. Can be accomplished. Then, the computer expert and the user may exchange information by text or voice chat, and prepare for a stage in which the diagnosis is performed.

[0015] The computer system diagnosis method through the Internet according to the present invention comprises a plurality of computer specialists who provide online diagnosis services, a distribution service for the computer specialists, a download service, and a user registration management service. RAS for supporting connection to the web server from a remote location through a modem, a file server for managing servers and files, a DB server for managing databases, and a modem
The present invention can be applied to a diagnostic system including a server and a system including a remote user connected to the diagnostic system through a communication network and requesting an investigation on whether or not the computer system is abnormal.

The computer system referred to in the present invention refers to a general desktop, a personal computer such as a notebook personal computer, a group of servers including an operation server of a company, and all devices operated on a digital basis. It also includes a digital TV set, refrigerator, washing machine, etc. that can be connected to the Internet.

[0017]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, specific embodiments of the present invention will be described with reference to the attached drawings.
This will be described in detail separately from the embodiments. First, a detailed description of the first embodiment will be described with reference to FIGS. Figure 1
Then, a personal computer (10) and a database (1)
A computer system (12) provided with 4) is connected to the Internet, and has a web server (26), a database server (28), an education support server (30) for education support, and a computer for program (3).
2), help desk computer (34), monitoring computer for monitoring (36), C
A diagnostic system equipped with CE computers (38, 40) for E is a DSU (Digital Service Uni).
t) and other modems (16) and routers (Router, 18),
It is connected to the Internet through a hub (Hub, 20), a firewall (22), and a hub (24).

When the diagnostic system configured as described above and the personal computer (10) or the computer system (12) in which the abnormality has occurred are connected through a communication network such as the Internet, the diagnostic program is activated to determine the abnormality. The generated program or hardware settings are checked and automatically restored, and if not restored, the CE manually attempts to normalize the data through the communication network.

Through the above process, if the personal computer (10) or the computer system (12) becomes normal, the contents of the inspection are provided. If the personal computer (10) or the computer system (12) cannot be restored through this system, a service person directly visits and normalizes the system. I do.

The personal computer (10) and the computer system (12) are connected to a diagnostic system so that when an abnormal operation of the computer occurs, the operation can be automatically judged and the service can be received. Built-in connection program.

A sequence for carrying out the embodiment of the present invention is shown in FIG.
If an abnormality is found in (0) or the computer system (12), that is, the user (42), the connection program connects to the web server (26) of the diagnostic system through a communication network such as the Internet (S2).

At this time, user information must be input for connection, and the specifications of the user system and information such as purchase information, personal information details or the name of a seller are input to the network management module (44). Then, the information is judged by the network management module (44) of the diagnostic system, and it is confirmed whether or not the customer is a company customer (S4).

As a result of the determination, if it is confirmed that the customer is a customer, the abnormality occurrence information provided by the connection program is grasped (S8), and an inspection corresponding to the specification and program of the corresponding system is performed. At this time, the analysis of the system specifications and the program information installed in the system is performed through the analysis module (48) of the system. When the basic analysis is completed, the diagnostic program is activated (S10). ) System inspection module (4
Through 6), a check is performed for whether there is a hardware error in the system, whether there is damage to the software, or a problem of infection by a virus.

The result of the check is input to the system check result module (50), and an appropriate solution is presented. Then, the problem with the occurrence of the abnormality is confirmed (S12), and the problem is solved by the diagnostic program (S14). The solution of the above problem is performed by directly connecting the system of the user (42) with the system problem solving module (52).

It is determined whether the above problem has been solved (S
16) If the problem is solved, the inspection content is transferred online (S24), and the transferred inspection content is stored in a connection program in the system of the user (42). Be able to check service results at any time. If the problem cannot be solved, the CEs (38, 40) directly check the system of the corresponding user (42) through the CE connection module (58) to determine whether there is a specific abnormality (S18), and the entire system is operated. Check the correct configuration of the program and the normal settings of the program to make sure that it can be repaired. In this case, CE (38, 4
If the problem of the system can be solved by (0), the contents of the inspection are provided as described above (S24), but if not, the service personnel visits directly to provide a business trip service (S22) and the user ( 42) can directly visit the service center or receive repairs.

The consultation processing database (56) stores the contents of the system inspection via the Internet, that is, the information on the user (42) and information on problems, processing results, on-site repairs, etc. so that the history can be managed. Is done.

Next, a second embodiment of the present invention will be described in detail with reference to FIGS. In FIG. 4, the diagnostic system includes a web server (60) for performing a CE distribution service, a download service, and a user registration management service, a file server (62) for managing a file, and a DB server (62) for managing a database. 64), a RAS (Remote Access Service) server (66) for assisting connection to the web server (60) from a remote location through the modem (82), and a diagnostic service based on the method of the present invention online A plurality of CEs (68, 70, 72).

The diagnostic system includes a remote user (78) directly connected to the Internet and a remote user (8) connected to the Internet through an ISP (74).
0), a remote user (80) connected to a communication network through a modem (84) can be connected.

The second embodiment of the present invention configured as described above
The second embodiment is based on the ISP as well as the remote user (78) directly connected to the diagnostic system through the Internet.
The same service is provided to a remote user (76) connected to (74) and a remote user (80) connected through a modem (84) using a telephone line or a dedicated line. That is, when an abnormality occurs in the user's computer and the service of the operating staff is required, the user first executes the remote diagnosis program locally. And
This program automatically diagnoses the state of the user's computer, and then uses the server-side CE distribution module
By connecting with, the user can receive the service. This process will be described in more detail with reference to FIGS.

First, FIG. 5 shows a characteristic configuration in terms of function of the second embodiment of the present invention, and FIG. 6 shows a diagnosis process performed by the configuration as a communication procedure diagram. For convenience, remote users (76, 68, 6)
0), and the remote user (300) will be described as one typical example.

The remote user (300) requests a CE distribution and returns and receives information corresponding to the CE distribution, a system diagnosis module (88) for providing computer specification information, and system control information from the CE. Remote control module (9
0), and a system response module (92) for exchanging opinions with the CE in real time.

The server section (200) includes a user name,
A user registration management module (94) that manages registration information such as gender, telephone number, address, and e-mail to provide a diagnostic program, includes a DB, records user authentication and information, and records status / connection to CE. , A server-side distribution module (98) for performing functions such as CE search / status recording / information provision, and a system maintenance / repair module (100) responsible for system maintenance and maintenance. And a CE (108) that includes a system communication module (102) that receives information about system specifications and provides remote information and data to actually diagnose and recover the computer system. The system communication module (102) includes a remote control module and a system response module (106).

As described above, a specific functional flow of the embodiment will be described with reference to FIG. First, the remote user (300) of the user connects to the website using a browser (S30) and inputs the same information as in Table 1 into the specification registration management module (94) to apply for membership registration (S32). . Next, after connecting to the DB to authenticate the user and record the information in the system storage module (96) (S34), the user information is returned to the user registration management module (94) (S36).

[0034]

[Table 1]

At this time, the remote user (300) downloads the diagnostic program (S38). If the remote user 300 installs and executes the diagnostic program, the remote user 300 is connected to the system for online service and requests the server-side allocation module 98 for CE allocation for system inspection (S40).

The system storage module (96) authenticates the user's identity, connects to the DB, and registers the CE ID as shown in Table 2.
After confirming the information, searching for the waiting CE (S42), returning the waiting CE information to the distribution module (98) on the server side, and changing the status record of the CE (from standby to working) ( (S44), and provided by the system communication module of the remote user (300) (S46).

[0037]

[Table 2]

The system diagnostic module (88) is connected to the system communication module (102) one-to-one according to the provided CE information, and provides information on hardware and software corresponding to the basic specifications of the computer of the remote user (300). Is provided (S48).

The information includes CPU model and speed, memory capacity and usage status, hard disk capacity and usage status,
The file status of the system template polled, the file status of the internet template polled, and the like are included.

For reference, the current working state of the CE can be managed as shown in Table 3. Table 3 shows an example in which general information on CE and information such as work time and user are provided.

[0041]

[Table 3]

At this time, the specification information is grasped by the CE (108), the remote control module (104) is executed (S50), and the remote control information is transmitted to the remote control module (90) of the remote user (300) of the user. The data is transmitted (S52), and a data file or the like is transmitted to the user (S54).

Thus, if the computer system of the remote user (300) needs to be diagnosed in more detail, the user's system interface can be provided to the remote control module (104) (S56) C.
E (108) diagnoses the user's computer system in a full screen manner.

At this time, the remote user (3
00) and approval through a chat or the like, and after obtaining such approval, work to solve the problem is performed.

Specific diagnosis contents may include the following items. The remote user (30
0) to control the computer to repair software and hardware failures, and to install 'Windows (registered trademark) / temp' and 'Windows / temporary Internet F
Show the number and size of temporary files in the iles' folder, and delete such files. In addition, the remote user 300 can quickly execute 'msinfo32', 'msconfig', etc. by providing a separate function button.

Further, by opening a system setting attribute window in the control panel, and setting related items, a separate function button representing 'Ctrl + Alt + Del' is provided to provide the remote user (300) with a function button. Allow the system to start again.

Then, a virus check, a program installation status check, a system upgrade,
File transmission is performed and the network command is executed and 'l
og 'file is generated. Examples of network commands used at this time are 'ping-t', 'tracert', 'route prin
't', 'net /?', 'nbstat', etc.

At the same time, the CE (108) can diagnose and repair the computer system while chatting with the remote user (300) in real time through text and voice (S58). That is, the information includes a failure state, a damage state due to the failure, a solution content requested by the remote user (300), a solution method, and the like. The conversation performed at this time needs to be encrypted and compressed.

The contents of such diagnosis and repair can be provided as shown in Table 4, and the details of failure, computer specifications, processing results, and the like can be recorded and used as future search data.

[0050]

[Table 4]

Diagnosis and repair of the computer system are carried out through these steps, and the system communication module (102) performs the conventional log-in (Lo) as shown in Table 5.
gin) to logout (Logout), and saves the connection result and updates the CE state of the DB at the end of the service (S60).

[0052]

[Table 5]

[0053]

According to the present invention, it is possible to solve the problems of the computer system by Togitsu and the operating personnel in a state where the computer system is connected to the diagnostic system through a communication network such as the Internet in real time, and to provide a simple and quick service. it can. Therefore, it is not necessary to secure an office, human resources, and the like for the service, so that costs can be saved. In addition, since services are provided online, time can be saved, and economic benefits can be generated.

Furthermore, since one service area is sufficient nationwide through the communication network and one in the world, there is an effect that a wide area service is provided and competitiveness can be secured.

[Brief description of the drawings]

FIG. 1 is a schematic configuration diagram illustrating a first embodiment of a system for computer system diagnosis via the Internet according to the present invention.

FIG. 2 shows a flow of a first embodiment for executing system diagnosis for computer system diagnosis through the Internet according to the present invention.

FIG. 3 is a diagram illustrating a connection relationship between modules in a diagnostic system for inspecting a computer system according to a first embodiment;

FIG. 4 is a schematic configuration diagram illustrating a second embodiment for diagnosing a computer system according to the present invention.

FIG. 5 is a diagram illustrating a connection relationship between modules in a diagnostic system for checking a computer system according to a second embodiment; .

FIG. 6 is a diagram showing a flow in which computer diagnosis is performed in the configuration shown in FIG.

[Explanation of symbols]

Reference Signs List 10 personal computer 12 computer system 14 database 16 modem 18 router 20, 24 hub 22 firewall 26, 60 web server 28, 64 database server 30 educational support server 32 developer computer 34 help desk computer 36 monitoring computer 38, 40, 68, 70, 72, 108 CE (Comput
er Expert) 42, 76, 78, 80, 300 remote user 44 network management module 46 system check module 48 system analysis module 50 system check result module 52 system problem solving module 54 consultation processing module 56 consultation processing database 58 CE connection module 62 file Server 66 RAS server 74 ISP (Internet Service Provider) 82, 84 Modem 86, 102 System communication module 88 System diagnostic module 90, 104 Remote control module 92, 106 System response module 94 User registration management module 96 System storage module 98 Server side Distribution module 100 System maintenance module 200 Server section

 ──────────────────────────────────────────────────続 き Continuation of the front page (71) Applicant 501214801 Seoul Tokyo Co., Ltd. 3rd floor Lengha Building, 2-4-1 Higashi Gotanda, Shinagawa-ku, Tokyo Shiratori Apat 111 Cave 306 F-term (reference) 5B042 GA12 GB00 HH04 HH11 JJ02 5B048 AA18 BB01 CC15 DD01 5B076 BB06 FD08 5B089 GB02 HA10 JA35 KA12 KA13 KC47

Claims (6)

[Claims] 1. A step of connecting a computer system to a site for diagnosing a problem such as an abnormal operation of the computer system via the Internet, and confirming whether the computer system is registered as a customer of the site. A step, a help desk operation step for confirming the user information already secured for the inspection if registered with the customer and performing an inspection conforming to the specification, and a predetermined requirement from the computer system. Or receiving a content for the problem; running a diagnostic program for checking the computer system with reference to the specifications of the computer system and the requirements or problems; and Solving the problem, the computer Providing a check detail that solves the problem by checking the system through the Internet. 2. The computer system diagnostic method according to claim 1, wherein a connection program is built in the computer system, and when an abnormality occurs, the computer system is automatically connected to the diagnostic system. 3. The computer system according to claim 1, wherein the user information includes information such as specifications of the computer system, purchase information, personal information details, or a dealer name. Diagnostic method. 4. The diagnostic program according to claim 1, wherein the diagnostic program checks whether or not software of various application programs installed in the computer system is damaged and whether or not there is a normal operation on the configured hardware function. Computer system diagnostic method through the Internet. 5. The computer system according to claim 1, wherein if the problem of the system cannot be solved by the diagnosis program, the computer system can be directly inspected by operating personnel. Diagnostic method. 6. The computer system diagnosis through the Internet according to claim 1, wherein the inspection content includes an inspection for an abnormal portion of hardware of the computer system, a damaged portion of software, a problem of infection by a virus, and the like. Method.