JP2002543494A - Method and system for handling errors in a distributed computer system - Google Patents

Abstract

SUMMARY The present invention relates to a method and system for tracking and handling errors in a distributed electronic device system. When an application encounters an error, the centralized error detection system intercepts the error event and takes over the processing of the error event. For central error handling, it can be used with a distributed network connecting applications running on various user computers. Upon receiving an error message 12 from the application, the system creates an informational error package, propagates appropriate error alerts to the associated subsystem, and attempts to resolve the error.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

TECHNICAL FIELD OF THE INVENTION

This application claims priority to US Provisional Patent Application No. 60 / 131,412, filed April 28, 1999, which is incorporated herein by reference. The present invention relates to tracking and responding to errors in distributed electronic device systems.

[0002]

[Prior art]

Application programs are typically designed to be self-contained, and each application program has its own ability to handle errors that may occur during the execution of the program. As it becomes increasingly common to run multiple programs simultaneously, the code for the error messages in each program and much of the processing of the error messages is redundant and, therefore, inefficient. In addition, with the increasing use of the Internet, many application programs running locally use networked resources. Some applications use central resources to provide automated help to users connected to the Internet.

[0003]

[Problems to be solved by the invention]

What is needed is a system that handles error messaging and error handling in a manner that is efficient for applications running on distributed systems.

[0004]

[Means for Solving the Problems]

The present invention concentrates errors caused by one or more applications.
lized) A method and system for tracking and handling errors in a distributed computer system handled by an error handling utility. Specifically, when an application encounters an error, the present invention intercepts the error event and takes over the processing of the error event. This global error handling is facilitated by a distributed network connecting applications running on various user computers. Upon receiving an error message from the application, the system will send an informative error package
ckage) and propagate appropriate error alerts to relevant subsystems; and
Try to resolve the error. These errors can be resolved in various ways. For example, the system can select the appropriate help information and send it to the user, or the system can select the failed resource
An alternative resource to substitute for e) can be placed. The system can prioritize errors if there are two or more unresolved errors at a given time. Further, the system can filter for errors that require varying levels of response, and the system can direct the errors to resources that can help resolve them.

[0005]

BEST MODE FOR CARRYING OUT THE INVENTION

In a preferred embodiment of the present invention, the system creates error messages, propagates alerts, and resolves errors that occur during operation of the computer system. The system according to the preferred embodiment may be a stand-alone, self-contained program that operates on errors that occur in other computer programs. Alternatively, the system may be part of another computer system, which is typically a large program with many subsystems. The system is a network of computer systems in which various applications or subsystems, some working independently and some working together, can run simultaneously on various computers across the network. Suitable for use with. However, the systems and methods of the present invention are generally applicable to computer systems ranging from standalone computers to large global computer networks. System element
The term is used herein to refer to a wide range of computer programs and subsystems that may be affected by the present invention, ie, programs that cause errors. The system elements include, for example, application programs, sub-programs, operating programs, communication protocols, and peripheral device drivers. Furthermore, the term user may refer not only to the side using the application, but also to the operator or monitor of the system element.

[0006] Usually, in modern programming, each system element causes an error message to indicate an exceptional condition (such as trying to predict a message from another module or to access a common resource that is not available). The error message is used in program debugging or passed to an error handling routine that provides diagnostic information or user feedback. For example, in an application program,
The error handling and debugging subsystem generates specific error messages associated with unpredictable or unstable conditions in the application. The occurrence of an error is uniquely identified within the application program that causes these errors, usually by a numbering or naming scheme.
In addition, the program typically logs each error to a log file for diagnostic or auditing purposes.

[0007] There are many different types of errors that can occur in system elements. For example, some errors may affect the internal logic of the application program, which may prevent the program from undertaking the required task and may require a stable or unstable format. Either escape this state. Other errors only affect the operation of the system element and are reported to the user. Still other errors affect the operation of other system elements, for example, when the application program that suffered the error is communicating with other system elements synchronously or asynchronously.
In this case, the error may cause a number of system elements to escape from the function undertaken, either in a stable or unstable manner.

Creation The central resource creates an error information package based on a signal received from a system element indicating the occurrence of an error, such as an error message generated by an application program. Referring to FIG. 1, the error routing server (16) is a computer or utility designed to be utilized by a number of applications and / or network computers. The error routing server manages incoming error messages and outgoing responses in a clearinghouse (cleari
nghouse). As indicated by the arrow, the system element (
The error message (12) generated by 10) is transmitted to the error routing server (16). The error routing server (16) then translates the error message (12) into an error resource server, which is a computer or utility designed to implement a central resource for handling errors as described herein. (18). The error resource server (18) obtains information responsive to the error being processed,
An error FAQ server (20) can be used. In addition, the error resource server (18) provides various assistance options (response options) for responding to errors.
access to one or more databases that provide ions). Further, the error routing server (16) can forward incoming error messages (12) to the error filter (14) and escalate these errors. Error filters can separate the various types of errors and indicate to the error routing server where each error message should be sent for processing. Finally, these components provide assistance and / or reduce errors by sending an appropriate response or indication to the system element (10) in error by the error routing server (16). Resolve. The operation of these components will be described in more detail in connection with FIGS. 2A and 2B.

Referring to FIG. 2A and FIG. 2B, when an error occurs during processing of a system element, the present invention intercepts the error processing of the element or the system element transmits the error forward. Raises an error message. In step 24, the system element determines whether the user is active and connected to the network. If the user is not active and not connected to the network, at step 28 an error message can be sent to the local error management system, if any, and / or
Or, it can be queued for later transmission. Stage 2
If it is determined in step 4 that the user is online, the process proceeds to step 26.
Proceed to. In step 26, the element's error message is sent to the central resource for processing. The central resource may reside locally, on another area network computer, or on the Internet. For errors, before sending them to the central resource, tamper-resistant (tamper-r
esistant) or in a secure format. For central resources, they can be located remotely and connected through a distributed network such as the Internet. Generally, an error message is sent when a user experiences an error condition when using an entire network system with many points of failure.

In step 30, the central resource generates an error information package (error pack) based on the received error message. Each error pack can be identified by an error code, which can be a unique number for every error occurrence or can indicate an error type. Sufficient additional information can also be included in the error pack in order to provide some assistance to the user. For example, each error pack is
Identification of the application and / or subsystem element that is suffering the error, a timestamp indicating when the error pack was created or when the error occurred, and an address (eg, IP address, MAC) indicating the location of the user
Address, or e-mail address). A priority code may be included to indicate the priority of the error. Priority can range, for example, from an end, such as a system failure of a particular program, to service disconnection if the error is an overall function or operation. An indication of the internal state of the program or system element can also be included in the error pack, so that other system elements can adapt their response to this state. This internal state indicates the state of the application or subsystem that is experiencing the error and allows external system elements to adapt their response to this state.

[0011] In addition to generating the error information package, at step 32, the central resource dispatches the help page or other dynamically updated help information to the original application or user. Thus, the user receives in a timely manner an aid as to the potential cause of the problem. The help message can direct the user to a FAQ type page associated with the problem under consideration. Further, the help message can generate an automatic help "bot" or wizard that assists the user through a number of scenarios trying to identify or eliminate the problem. “
"bots" (robots) are programs used on the Internet and which perform repetitive functions such as posting messages to a number of newsgroups or searching for information. It may be dynamic in that it responds to input and / or additional errors or system messages that occur within the process.

[0012] Error messages received by the central resource can be categorized by the identification numbers of these error messages and to update the knowledge base and the associated assistance provided to the user. Can be processed either automatically or artificially. The error information package can be provided in a secure format and sent to the relevant system resources.

Propagation After generating the error information package, in step 34, the central resource propagates the relevant information to any subsystem or program that can benefit from knowing that an error has occurred. . For the error information package,
It can be sent to the corresponding web-based error management resource. further,
Depending on the type of error, an error alert message can be generated and propagated throughout the system. These messages are intended to create a system alert indicating that the system itself is suffering from a problem such as a failure of the entire element or a loss of communication. In practice, for errors such as timeouts from the delivery system, it can be used to dynamically switch users, either locally or remotely, from the resource that encountered the timeout to another resource. .

Propagation of the error alert message to further system elements further causes the system to respond in various ways depending on the nature of the error. Errors from one system element can potentially reset other elements,
Alternatively, another system element may respond in various ways by giving instructions to other elements to act on. This depends on the context or architecture of each particular system. The propagation of error alerts provides the basis for integrating error handling into a comprehensive customer care solution that encompasses the network and supporting infrastructure.

Resolution The creation and propagation of error information packages and error alert messages can have a significant impact on perceived and realized customer service. However, the ultimate goal is to resolve the error. Thus, the central resource analyzes the error and provides a timely response to the user, even if this response only serves to inform the user about the problem they are experiencing.

Analysis of errors involves identifying and evaluating each error individually and / or in combination with other errors. Errors can be identified by a combination of information provided by the error information package. For example, based on location and internal state, a central resource can assist in assessing errors and increase the likelihood of an efficient solution.

During the operation of the underlying system element, many errors may occur simultaneously, and for a given error, there may be earlier occurring and unresolved errors. There is. To handle a number of errors that may remain unresolved at a given time, at step 36 the system may utilize an error routing server (16) to prioritize error handling. The error routing server identifies errors that pose the greatest threat to the continuous operation of the underlying system element. The routing server can take into account that different system elements have different degrees of relative importance. For example, operating systems or primary programs that manage other programs are more important than application programs or modules of each of these operating systems or programs. The decision as to which error presents the most significant threat can depend on a preset priority level, and can be evaluated through a series of rules. These rules can be defined first, but they can be updated and changed automatically, even over time, as the history of errors and failures evolves. it can. The routing server can further take into account that some can be associated together and should be processed. Handling errors from various system elements at a central resource may be useful to collect these errors and (e.g., one or more delivery services or other services that are dependent on critical infrastructure in other missions). Crucial pi
pes) creates the ability to provide alerts to key system elements (such as faults).

One way for the system to evaluate the error is to consult a database of information related to the error (step 38). The database can have a history of past errors, along with suggestions for resolving these errors. The database can guide the system to resolve imminent errors, frequently occurring errors or frequently asked questions
Can be compiled. The FAQ server can utilize the usual techniques for gathering errors and their causes, which can be indexed by both cause and error identification numbers. Once an error is collected or associated with a particular problem within a system element, a new FAQ can be created from the error resource server.

The error resource server is a repository for all errors generated by the system. The error resource server can maintain an indication of the system architecture along with each interface of the system element, and use these interfaces as a mechanism for classifying received errors. These errors can be categorized as being either inside the system element or outside the system element. The definition of an error can include the identification of the system element and the relationship between the error and the system element or other system elements. These errors can be related to each other in an object model using a generally well-known object modeling technique. The object modeling techniques include, but are not limited to, inheritance, assumptions, and post conditions and attributes. For more details on such object modeling, see Meyer's "Object O
riented Software Construction "(Prentice Hall)
This content is incorporated herein by reference. Identifying the relationships between errors and the handling of these errors as individual objects in a systematic model provides the heart of the error resource server. Mapping the relationship between errors and the system interface model provides a framework for errors to be categorized and accessed by the rest of the system.

The error resource server provides data resources for the rest of the error system and acts as a repository from which other system elements obtain their baseline information. This allows other system elements to provide efficient and timely responses to system errors, while at the same time maintaining concurrent error management resources and a management system that supports system operation. You. In this model, the errors that occur become part of the customer care method that allows for the overall efficient operation of the system. The errors are thus homogeneous throughout the operation of the system. By using these resources, the central resource can identify the underlying problem causing the error or error group. After identifying the problem, the resource can begin addressing the problem, if possible.

Since there are many different errors and problems that can occur, the central resource filters the errors according to the type of response or remedy required. Such filtering is performed by the error filter (14). In step 40, the filter can isolate errors that cannot be resolved without any physical changes or human intervention. For example, errors caused by insufficient local disk space typically require the user to delete some files that make available disk space, or to add or replace disk space. For some errors, filter out (
filter out) and redirect (redi) for further processing
rect). For example, an error that requires another system element to take action to resolve the problem can be redirected to another system element. Other examples are where collecting the entire selected system element depends on the external infrastructure or on the service delivery that encountered the failure. In such an example, the error can be redirected to an external element.

The error information package generated by the central resource is very suitable for importing into a network management system, which manages, monitors, escalates and ultimately manages errors. Can be used for customer care.

Thus, the systems and methods of the present invention handle errors by creating an error information package, by propagating error alert messages, and by resolving errors. It should be understood that the create, propagate, and resolve functions can be performed either serially or in parallel, and can be performed by the same or different modules. For additional functions such as sending out assistance to handle errors, prioritizing various errors, and applying error filters, depending on the particular application, in a different order or one or more. The same can be performed by different modules.

Although the present invention has been shown and described in detail with reference to preferred embodiments thereof, various changes in form and detail can be made without departing from the spirit and scope of the invention. It will be appreciated by those skilled in the art that this can be done.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a preferred embodiment of the present invention.

FIG. 2A is a flowchart illustrating a method according to a preferred embodiment.

FIG. 2B is a view similar to FIG. 2A.

[Explanation of symbols]

 10 System Element 12 Error Message 14 Error Filter 16 Error Routing Server 18 Error Resource Server 20 Error FAQ Server

[Procedure amendment]

[Submission date] October 24, 2001 (2001.10.24)

[Procedure amendment 1]

[Document name to be amended] Statement

[Correction target item name] Claims

[Correction method] Change

[Contents of correction]

[Claims]

──────────────────────────────────────────────────続 き Continuation of front page (81) Designated country EP (AT, BE, CH, CY, DE, DK, ES, FI, FR, GB, GR, IE, IT, LU, MC, NL, PT, SE ), OA (BF, BJ, CF, CG, CI, CM, GA, GN, GW, ML, MR, NE, SN, TD, TG), AP (GH, GM, KE, LS, MW, SD, SL, SZ, TZ, UG, ZW), EA (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM), AE, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BY, CA, CH, CN, CR, CU, CZ, DE, DK, DM, EE, ES, FI, GB, GD, GE, HR, HU, ID, IL, IN , IS, JP, KE, KG, KP, KR, KZ, LC, LK, LR, LS, LT, LU, LV, MD, MG, MK, MN, MW, MX, NO, NZ, PL, PT, RO, RU, SD, SE, SG, SI, SK, SL, TJ, TM, TR, TT, TZ, UA, UG, US, UZ, VN, YU, ZA, ZW (72) Inventor Peter Williams Australia 2011 Sydney Pots Point Darlinghurst Road 33/57 F-term (reference) 5B042 GA12 JJ03 KK09 MA09 MC15 [Continued summary]

Claims (6)

[Claims] 1. A method for tracking and handling errors in a distributed computer system, the method comprising: utilizing a centralized error detection system to intercept error events from one of a plurality of applications; Generating an informational error package upon intercepting an error message from one of the following: transmitting an appropriate error alert to an associated subsystem; and resolving the error. 2. The method of claim 1, wherein the resolving step further comprises selecting appropriate help information and sending the help information to a user. 3. The method of claim 1, wherein the step of resolving further comprises the step of placing an alternative resource to substitute for a failed resource associated with the intercepted error. 4. The method of claim 1, further comprising prioritizing the errors if there are two or more unresolved errors at a given time. 5. The method of claim 1, further comprising filtering for errors that require different levels of response. 6. The method of claim 1, further comprising directing the error to a resource that can assist in resolving the error.