JP2003532211A - PC configuration failure analysis - Google Patents

Abstract

(57) [Summary] A diagnostic device is provided for detecting an instance of an incorrect configuration setting in a subscriber's PC. Many of the problems experienced by PC subscribers trying to access the network are related to incorrect configuration settings on the subscriber's PC. The diagnostic device can communicate with the misconfigured subscriber's PC through the fault-tolerant protocol stack. The diagnostic device emulates services such as login, authentication, e-mail, and the Internet for the subscriber. The diagnostic device examines the traffic sent by the subscriber, detects instances of incorrect configuration settings, and reports the detected configuration on the subscriber's PC.

Description

Detailed Description of the Invention

BACKGROUND OF THE INVENTION The present invention relates generally to networks such as communications and data networks, and more particularly to failures (faults) in PC configuration when a subscriber attempts to access such a network. ) Of the separation.
Communication and data networks are rapidly increasing in their use and complexity. For example, the number of people who send and receive data using the Internet is increasing day by day. Also, for those who are already on the Internet, each time a web site is added, and instead of just accessing information, by using services available online, such as purchasing goods. Their use is increasing as they become more comfortable. The increasing number of web sites will add more sources of information and services, further complicating the Internet. As the use and complexity of the network increases, so does the problem for subscribers, especially those who are not technical experts.

[0002] Network service providers desire to reduce the impact of network problems on subscribers and reduce the cost of network problems on service providers. Reducing the impact of downtime in the network and problems such as inability to access the network or certain information or services increases the desire of subscribers to use a particular network service provider. Ideally, the subscriber should never experience problems with the network. Preferably, the problem occurs infrequently and it is desirable for the subscriber to quickly fix the problem if it occurs. By reducing the cost to the service provider, the provider can increase profits and / or enhance service to subscribers. The cost to network service providers is at least
Can be reduced in one way. (1) To reduce costs and time when solving problems. (2) Reduce the frequency of problems. (3) Reduce costs for solving problems.

One of the techniques currently used to solve problems with communication networks is to provide subscribers with a troubleshooting help line.
line) or calling the call center. The subscriber calls the help line to explain the subscriber's problem. For example, what actions the subscriber cannot perform, and what error message, if any, was received. The technician analyzes the information provided by the subscriber. The technician can explain to the subscriber what the problem is for some problems that do not require diagnostic testing. If a test is needed to diagnose the problem, the technician will perform all the necessary tests on the network. The technician may have to coordinate with others, including the subscriber, to perform the necessary inspections. The technician will take whatever action the subscriber must take to fix the problem, and / or what the problem is, and to fix the problem either by the subscriber or the network service provider. Give subscribers all the information about how long it will take. Many of the problems that users call the call center are related to incorrect user PC configuration settings. Some of the configuration issues may actually separate the PC from most inspection tools. The user may also be affected by the inability to connect, the long time it takes to connect the PC, or the user experiencing an unreliable connection. It would be desirable to have a device that allows a user to communicate with an erroneously configured PC and determine the correct configuration information for this erroneously configured PC. This information can then be forwarded to the call center to assist the technician in diagnosing the user's problem. Furthermore, it is desirable to minimize the amount of time and the actions required of the user in resolving the problem. SUMMARY OF THE INVENTION In view of the foregoing background, it is an object of the present invention to provide an apparatus and method for diagnosing problems that occur with subscribers who interact with the network. Furthermore, this is
Achieve without the need for an application resident on the subscriber's PC. When a network problem occurs in the subscriber, the subscriber uses a diagnostic unit (DU: Diagnostic Unit).
). Transfers data between the DU and the subscriber. The DU utilizes a fault tolerant protocol stack to communicate with misconfigured subscribers. Upon communication with the subscriber, the DU determines the subscriber's configuration and provides this information to the network call center application or database. Call center technicians use this information to help diagnose a user's problem. Generally speaking, in another aspect, the present invention provides a DU with a network element
A source that does not match the protocol Accepts data from a source in the protocol, establishes a communication link with the source, and directs the data received from the source,
A computer program is provided that includes instructions to cause a selected network element to be sent in a protocol that matches the network element protocol. Description of the Preferred Embodiments The present invention will be better understood from the following more detailed description and the accompanying drawings.

The methods and apparatus disclosed herein are intended to facilitate fault identification and fault reduction. Many of the inquiries to the Internet Service Provider (ISP) technical support line or call center are from subscribers who have trouble accessing the network or certain sites on the network. Many of these problems are due to the subscriber misconfiguring the PC's configuration. The methods and apparatus disclosed herein include the use of a diagnostic device (DU), which allows the DU to communicate with a subscriber to determine a problem or symptom that the subscriber has experienced. Through communication with the subscriber, the DU can determine the subscriber's configuration information.
The DU then forwards this information to a third party, such as a network service provider for further diagnostics.

Referring now to FIG. 1, a communication or data network 10 is shown.
The network 10 includes a customer's house 12 and a public switched telephone network (PSTN: Public Swit).
ched telephone network) 13, point of presence (POP) 14, diagnostic device 15, Internet service provider (ISP) 20, call
It includes a center 24, the Internet 26, a company 28, and a website 22.

Customer premises 12 include various possibilities for connecting a subscriber's terminal to a local loop (subscriber line) 30. For example, a personal computer (PC) may be connected via an analog modem to a telephone line that connects to a line in local loop 30. Although the use of a PC in a user's home is described, it should be appreciated that subscribers may also use a Palm Pilot, cellular phone, or other non-PC device. The methods and apparatus disclosed herein can handle a wide variety of such user devices. This is because the present invention does not include an application resident on the user's PC. PC is Network Termination Equipment (NTE)
Can be connected to a telephone line in the local loop 30 via an ISDN connection or via an ISDN connection. Subscriber interface devices including PCs, phones, and video capabilities may be connected to a Service Hub (SH).
Service Hub is an integrated on-demand network that allows local
Connect to line in loop 30. PC is Digital Subscriber Line (DSL)
You may connect to a modem. The modem and telephone are coupled to the lines in local loop 30 via a multiplexer. The line in the local loop is the connection between the subscriber, eg, the subscriber's home or work place and the local telephone company, typically a copper wire pair. As used herein, the term "subscriber" may refer to the network 10 and / or the device that the subscriber uses to interact with the network 10, such as a person interacting with a PC. The local loop line is part of the public switched telephone network (PSTN) 13. The PSTN 13 provides communication between the house 12 and the POP 14.

The ISP 20 provides communication between the POP 14 and the Internet 26. I
Although SP20 is shown, the present invention may also be used in ISP-less environments, for example, where a subscriber dials in from a home to a corporate network. The Internet 24 is a well-known international communications network, such as a network that provides electronic communications links between computer systems. The Internet 26 connects to a company 28 or website 22 and forms a link between the subscriber and the company 28 or website 22. The link allows information from the subscriber to be passed to the business 28 or website 22, and information from the business or website to be passed to the subscriber. Subscriber's house 12
In a working environment at home, the subscriber may have access to PSTN13, POP14, ISP20,
And through the Internet 26, the desired company 28 or website 22
Can communicate with.

Diagnostic unit (DU) 15 comprises hardware, such as a computer, having associated software programs. The DU of the present invention is disclosed in US patent application Ser. No. 09/322107, filed May 28, 1999, of the same applicant as the present application, “Internet Diagnostic Unit”.
Related to. The disclosure of which is incorporated herein by this reference. The software program contains instructions that cause the hardware to perform functions that help capture the subscriber's configuration information, even if the subscriber's configuration information is incorrect. The subscriber can communicate with the DU independently of the rest of the network 10. In addition, the DU also contains software to implement a fault tolerant protocol stack. The fault tolerant protocol stack allows the DU to establish communication with a subscriber even if the subscriber is trying to communicate with the network using an incorrect protocol or configuration. The DU may still communicate with a subscriber by supplying a protocol or protocol element that does not match the protocol of the element of the network with which the subscriber wishes to communicate.

The fault-tolerant protocol stack adapts to the subscriber's protocol or configuration to allow communication with a subscriber with an improperly configured configuration. Using the fault tolerant protocol stack, the DU can adapt to the subscriber's settings, enable the connection between the subscriber and the DU, and allow communication to proceed. The protocol includes a transaction step, a data format, and an indication of the data, eg, Internet Protocol (IP) address. Thus, for example, during an Internet Protocol Control Protocol (IPCP) negotiation, the DU can accept this IP address if the subscriber sticks to an IP address, and either IP address if the subscriber does not stick. Can be assigned. The DU also records information about subscriber behavior and / or settings. By communicating with the subscriber and the rest of the network, the DU 15 can act as a network access server, at least during the diagnosis of network problems.

Referring now to FIG. 2, a flow chart of the method 100 of the present invention is shown. In the first step 110, the subscriber determines that help is needed. For example, a subscriber may be trying to connect to a POP, website, or other company, but remain inaccessible to the desired POP, website, or company.

In the next step 120, the subscriber calls the ISP help desk or call.
Call (call) the center. The ISP call center is generally the first place for subscribers to call, regardless of where the failure is. Alternatively, the subscriber may proceed to step 140 and call the DU directly. When the subscriber queries the ISP call center, the subscriber receives the ISP interactive voice response /
Automatic call distribution (IVR / ACD: Interactive Voice Response / Automatic Call)
Placed within the Distribution system, where the subscriber can select the option to connect to the diagnostic device without talking to technical support personnel. Alternatively, a technician at the help desk talks to the subscriber and attempts to solve the problem that is occurring to the subscriber. As shown in step 130, the technician instructs the subscriber to call a diagnostic number to help identify and resolve the problem.

In step 140, the subscriber dials this number or otherwise connects to the DU as instructed. The DU answers the subscriber's call and takes appropriate action so that communication can be established between the subscriber and the DU.

In step 150, the DU obtains the subscriber's configuration information. For example, proper modem training and point-to-point protocol (P) before subscribers and DUs can communicate.
PP) negotiation and corresponding data recording and analysis.
If the subscriber does not have access to the DU, the technician can perform a guided diagnostics session to diagnose the fault or faults that are causing the subscriber's problem (s). In some cases, even using this guided session, some of the obstacles cannot be identified. For example, connectivity issues to the POP may not be diagnosed because the subscriber cannot connect to the DU. Subscriber is X2
Locked to the protocol, KFlex, V.90 for subscriber calls
If a standard NAS that only supports (supports) only, and a slow protocol responds, the connection between the NAS and the subscriber may not be possible. However, the DU's fault-tolerant protocol stack can communicate with a wide variety of protocols and negotiate compatible protocols between the DU and subscribers. In addition, the DU and subscriber negotiate the Link Control Protocol (LCP). Again, if standard NAS is used instead of DU, this negotiation may not be possible. For example, the subscriber's PPP is a password authentication protocol (PAP).
ol), but NAS allows only CHAP. However, DUs have many possible options that accommodate the requirements of different subscribers.

After the communication between the subscriber and the DU has been established and the appropriate configuration information has been obtained, the DU disconnects from the subscriber, as shown in step 160. In step 170, the configuration information obtained in step 150 is transferred to the call center, subscriber, or both. The configuration information can be forwarded to the appropriate parties in any conventional manner, such as e-mail.

The ISP call center uses the trouble ticket system (trouble ticket system).
It is customary to manage incoming calls from subscribers that report problems, including the stem).
When a subscriber calls the network service provider's call center, the subscriber is placed in the system, a trouble ticket is assigned, the subscriber is tracked through the call center's procedures and the subscriber's problem is resolved. And DU
After the subscriber obtains the subscriber's configuration information, the DU forwards this configuration information to the call center and preferably directly to the trouble ticket system. In addition, since the subscriber has already taken steps to facilitate problem solving by communicating with the DU, the subscriber's call is given priority in the system, and the subscriber's problem is solved most quickly and efficiently. It is also possible to do so.

Referring now to FIG. 3, a similar method 200 is shown. The method involves providing a subscriber with network problems with access to the Internet. In step 210, the subscriber determines that help is needed. For example, a subscriber may be trying to connect to a web site but remain unable to access the desired web site.

In the next step 220, the subscriber calls the ISP help desk or call.
Call the center. The subscriber can be put into the ISP IVR / ACD system and the subscriber can choose the option to connect to the diagnostic device without talking to technical support personnel. Alternatively, the subscriber may choose to talk to an operator at the help desk. The operator talks to the subscriber and tries to resolve any problems that are present to the subscriber. As shown in step 230, to assist in identifying and resolving the problem, the operator directs the subscriber to call the diagnostic number and connect to the diagnostic website.

In step 240, the subscriber dials and connects to the diagnostic website as instructed. The DU gives the subscriber access to a diagnostics website.
During this step, DU-to-subscriber authentication ("out") and DU-to-ISP net authentication ("in") takes place. The DU looks up the subscriber and authenticates the subscriber's password for use with the DU. Record and analyze the data. In addition, the DU also examines the ISP Net 20 in the network 10 (FIG. 1) and captures and authenticates the subscriber-supplied password for use with the ISP Net 22. IPCP negotiation takes place between the DU and the subscriber to record and analyze data (eg,
Assign Internet Protocol Address / Netmask). If standard NAS is used instead of DU, this negotiation may not be possible. For example, if the subscriber's IP stack is configured for static IP and NA
This is the case when S is configured for dynamic allocation. However, the DU's fault-tolerant protocol stack handles different IP addresses, supports (and detects) misconfigured subscribers, and ensures that negotiation is successful.

In step 250, the subscriber launches the subscriber's browser, eg, an internet browser. The browser, DU, and subscriber enter a series of transactions to establish communication between the subscriber and DU. For example, the subscriber's browser sends a DNS request to the DU, which responds to the browser with a DNS response. If the subscriber is using the wrong DNS server, or if the DNS server is down, the system with standard NAS will fail but fail
Tolerant DUs can provide DNS services. The browser sends a Hypertext Transfer Protocol (HTTP) request to the DU, and the DU responds to the browser with an HTTP response, telling the browser a standard URL (eg http: // www.
Transfer /diag.com/Start/). The browser sends a DNS request for a standard URL and the DU sends a DNS response for the standard URL to the browser. Browser is D
It establishes a Transmission Control Protocol (TCP) connection with U and sends an HTTP request to DU for a standard URL. The DU forwards the HTTP request to the subscriber link and sends the HTTP response of the initial subscriber link page to the DU. The DU then forwards the HTTP response to the browser and displays, for example, a diagnostic web page on the subscriber's terminal. It may also require the subscriber to enter information such as name, telephone number, etc. to confirm that the subscriber has been correctly identified.

In step 260, the subscriber is instructed to send an e-mail to, for example, “test@st.com” and wait for a reply. At step 280, the subscriber receives an email from the diagnostic device. The email exchange between the diagnostic device and the subscriber provides additional information regarding the POP and SMTP configurations, as shown in step 290. In step 300, the validity of the subscriber's configuration is determined (confirmed).

In the next step 310, the subscriber is given a session ID and priority technical support number. The session ID is intended to be tracked within the ISP's trouble ticket system within the call center. The preferred technical support number is used because the subscriber has tried to resolve his problem and previously used the diagnostic website. This allows the subscriber to call, either for IVR / ACD options or in direct conversation with a technician, for problem resolution.
Immediate priority is obtained in the center.

In step 320, the DU terminates whatever the current connection is. For example, the POP connection is terminated. In step 330, send the results of the session to the call center. Preferably, as shown in step 340, the log may be part of the trouble ticket previously assigned to the subscriber or otherwise made available. In addition, the subscriber's configuration may be compared to a known correct configuration and any discrepancies identified and included as part of the message sent to the call center.

In step 350, the subscriber calls the priority technical support number with the session ID. By this point the session log has been transferred to the technician. In step 360, the technician guides the subscriber through the session log to resolve any configuration issues the subscriber has.
In step 370, the problem has been resolved.

In another embodiment, a Temporary Internet Service Provider (ISP)
DU that functions as If the subscriber has to urgently access the Internet, but is unable to do so, the subscriber can establish a communication link with the DU through the fault-tolerant protocol stack of the DU. The DU can then give the subscriber access to the Internet.
Thus, even if the subscriber cannot access the Internet by normal means due to the wrong configuration settings of the subscriber's PC, the subscriber can access the network through the DU and the subscriber's urgent need. Can deal with sex.

While the preferred embodiment has been described above, numerous alternative embodiments or variations are possible. For example, DU 15 has been described in terms of software instructions that cause hardware to perform operations. Due to the nature of software, the functionality of software can also be implemented using hardware, firmware, hard wiring, or combinations thereof. The analysis function can also be executed in the DU 15. Further, although the network 10 shown in FIG. 1 includes local loops, this is merely an example and not a limitation. Different networks are also included within the scope of the present invention and claims, including networks such as cable TV networks that do not include local loops. For example, a Hybrid Fiber Coax (HFC) system or a wireless system may be substituted for the local loop of FIG. Accordingly, the invention is limited only by the spirit and scope of the appended claims.

[Brief description of drawings]

[Figure 1]   FIG. 1 is a block diagram of a network including the failure analysis system of the present invention.

FIG. 2 is a flow chart of a first method of analyzing a subscriber's configuration.

FIG. 3 is a flow chart of a second method of analyzing a subscriber's configuration.

─────────────────────────────────────────────────── ─── Continued front page    (81) Designated countries EP (AT, BE, CH, CY, DE, DK, ES, FI, FR, GB, GR, IE, I T, LU, MC, NL, PT, SE, TR), OA (BF , BJ, CF, CG, CI, CM, GA, GN, GW, ML, MR, NE, SN, TD, TG), AP (GH, G M, KE, LS, MW, MZ, SD, SL, SZ, TZ , UG, ZW), EA (AM, AZ, BY, KG, KZ, MD, RU, TJ, TM), AE, AG, AL, AM, AT, AU, AZ, BA, BB, BG, BR, BY, B Z, CA, CH, CN, CR, CU, CZ, DE, DK , DM, DZ, EE, ES, FI, GB, GD, GE, GH, GM, HR, HU, ID, IL, IN, IS, J P, KE, KG, KP, KR, KZ, LC, LK, LR , LS, LT, LU, LV, MA, MD, MG, MK, MN, MW, MX, MZ, NO, NZ, PL, PT, R O, RU, SD, SE, SG, SI, SK, SL, TJ , TM, TR, TT, TZ, UA, UG, UZ, VN, YU, ZA, ZW (72) Inventor Tuttle, David Bee             Massachusetts State 01867,             Reading, Heather Drive 27 (72) Inventor Faulgar, Davis             Wa, New York 12590, USA             Lppingers Fall, Lake Onia             Drive 54 (72) Inventor Meloah, Arthur             02474, Massachusetts, USA             Arlington, Magnolia Street             30 F term (reference) 5B042 GA12 GA39 GB09 GC10 JJ02                       KK11 MC09 MC36                 5B089 GA04 GB02 JA35 KA12 KB04

Claims (21)

[Claims] 1. A method for diagnosing a fault between a subscriber and a network, comprising: receiving a communication from a subscriber having a problem with the network by a diagnostic device; and configuring the subscriber from the communication. Determining the configuration information, and forwarding the configuration information to the selected network element. 2. The method of claim 1, wherein the receiving step utilizes at least one fault tolerant protocol stack to allow communication between the subscriber and the diagnostic device for diagnostic purposes. A method comprising: 3. The method of claim 2, wherein the at least one fault tolerant protocol stack permits communication with the subscriber if the subscriber makes incorrect configuration settings. Method. 4. The method of claim 1, wherein the selected network
The method, wherein the element is a service provider associated with at least a portion of the network. 5. The method of claim 1, wherein the transferring step includes electronically transferring the configuration information. 6. The method of claim 2, wherein the receiving step further comprises providing communication with the network via the at least one fault tolerant protocol stack and the diagnostic device. Including a method. 7. The method of claim 1, wherein the step of determining the configuration information comprises obtaining an identity of the subscriber. 8. The method of claim 7, wherein the step of obtaining an identity of the subscriber comprises determining a username of the subscriber. 9. The method of claim 8, wherein the step of obtaining an identity of the subscriber includes at least one of authentication information associated with the username, the subscriber's telephone number, and a time stamp. A method including obtaining. 10. The method of claim 1, wherein the determining step comprises:
Emulating at least one of a login service for the subscriber, an authentication service for the subscriber, an email service for the subscriber, and the Internet for the subscriber by the diagnostic device. 11. The method of claim 1, wherein the determining step comprises:
A method comprising: analyzing by the diagnostic device at least one of: (a) the data sent by the subscriber; and (b) the format of the data sent by the subscriber. 12. The method according to claim 1, wherein the determining step comprises:
Negotiating a protocol between the subscriber and the diagnostic device, the method selecting the protocol from a group consisting of a modem training, a network control protocol, an authentication protocol, a compression protocol, and an upper layer protocol. 13. The method of claim 1, wherein the determining step comprises:
A method comprising authenticating a password provided by said subscriber for an Internet Service Provider (ISP) Net. 14. The method of claim 1, wherein the determining step comprises:
Further, sending an email from the subscriber to a diagnostic device; receiving an email from the diagnostic device by the subscriber;
Including the method. 15. The method of claim 7, further comprising the step of identifying the subscriber by the identification information within the service provider's trouble ticketing system. 16. The method of claim 15, further comprising the step of preferentially treating the subscriber with the identification information within the trouble ticketing system of the service provider. 17. A method of providing network access to a subscriber, the method comprising providing a diagnostic device for communicating with a network, the diagnostic device receiving communications from a subscriber who is unable to communicate with a desired network element. Allowing communication between the subscriber and the diagnostic device, the subscriber communicating with the desired network element via the diagnostic device,
And a method comprising :. 18. The method of claim 17, wherein the allowing step comprises utilizing at least one fault tolerant protocol stack. 19. A diagnostic device comprising: a processor communicating with a subscriber and a network; and a storage device associated with the processor, the processor causing the processor to receive data from the subscriber, A diagnostic device comprising: a storage device capable of storing an instruction for determining configuration information. 20. The diagnostic device according to claim 19, wherein the command further comprises:
A diagnostic device including instructions for causing the processor to transfer the configuration information to a selected network element. 21. The diagnostic apparatus according to claim 19, wherein the command further comprises:
Accepting data of a source protocol that does not match the network element protocol of the selected network element from the subscriber, establishing a communication link with the subscriber, and selecting the indication of the data received from the subscriber by the selecting Device including instructions to send to a network element that has been registered with a protocol that matches the network element protocol.