KR100376939B1 - Method to manage after-sales service of computer and a/s system of computer using thereof - Google Patents

Abstract

The present invention relates to a post-management method of a computer through a communication network and a post-management system of a computer using the same, wherein the remote A / S server receives a post-management according to a computer failure from a customer using the computer; The remote A / S server transmitting a driving signal through a communication network to a bracket board of a computer for which post-management is requested; Generating a wake-up signal for waking up the computer; When the power supply of the computer is turned on by the generated wake-up signal, the biosrom of the computer diagnosing a setting state of the computer and hardware; Receiving, by the remote A / S server, a unique identification number of biosrom and data on a diagnosis result from the biosrom of the computer through a communication network; Determining, by the remote A / S server, a failure state of the computer by comparing the data on the received diagnosis result with preset data; The remote A / S server downloads the data or program for correction if the determined failure is a software failure, and handles the failure of the corresponding computer. If the determined failure is a hardware failure, the remote A / S server contacts the service center of the corresponding computer. Providing disability information and requesting repairs.

Description

Post-management method of computer via communication network and post-management system of computer using same {METHOD TO MANAGE AFTER-SALES SERVICE OF COMPUTER AND A / S SYSTEM OF COMPUTER USING THEREOF}

The present invention relates to a control technology of a computer using a communication network, and more particularly, to a technology for after-sales service (A / S) of a sold computer using a communication network.

Recently, with the rapid development of communication, computer, and semiconductor technologies, new service areas are created by combining consumer electronics, computer, and communication technologies. In other words, most home appliances are equipped with microprocessors to provide new advanced functions to meet consumer needs. As the use of the Internet becomes more popular, computers for the Internet are being actively distributed.

By the way, a computer equipped with a microprocessor is equipped with software for driving the hardware, the most of these computer failures are caused by the nature of the software. In addition, although the software failure can be easily solved by correcting a setting value or downloading a program, a problem arises in that after-sales cost increases because the after-sales service personnel have to visit each home to deal with this. There is this.

The present invention, in order to solve the above problems, by automating and systemizing the post-management of a computer using a microprocessor to quickly deal with a remote site without a software failure, and hardware failure to the corresponding service center The purpose of the present invention is to provide a remote follow-up method for requesting a travel repair by contacting a computer and a post-management system for a computer using the same.

In order to achieve the above object, the method of the present invention includes a remote A / S server receiving a request for follow-up management according to a computer failure from a customer using a computer; The remote A / S server transmitting a driving signal through a communication network to a bracket board of a computer for which post-management is requested; Generating a wake-up signal for waking up the computer; When the power supply of the computer is turned on by the generated wake-up signal, the biosrom of the computer diagnosing a setting state of the computer and hardware while performing a post procedure and a boot procedure; Receiving, by the remote A / S server, a unique identification number of biosrom and data on a diagnosis result from the biosrom of the computer through a communication network; Determining, by the remote A / S server, a failure state of the computer by comparing data on the received diagnosis result with preset data of the received unique identification number; The remote A / S server, if the determined failure is a software failure that can be repaired through remote control, downloads data or program for correction and handles the failure of the corresponding computer, and the determined failure cannot be repaired through remote control. If a hardware failure, contacting the service center of the corresponding computer and providing failure information requesting a repair; And the remote A / S server storing the processed result in a built-in database and guiding the A / S processing result to the customer.

In addition, to achieve the above object, the system of the present invention, a communication network for providing a communication path of each object, including a local area network (LAN), a telephone network, or the Internet; A computer capable of connecting to the communication network; And storing the information on the computer in advance, accessing the computer through the communication network periodically or upon request of the customer's A / S by using the computer, and waking up the unique identification number and diagnosis result provided by the computer. Receives the result and compares it with the preset reference value and determines the fault condition of the computer. If it is a software fault, it provides data or program for correction to the computer to handle the fault remotely. If it is a hardware fault, contact the service center of the computer. The remote A / S server for providing a fault information and requesting a trip repair, the computer, LAN card; Modem card; CPU; The CPU and biosrom are used to connect the LAN line connection part for connection with the LAN line, the telephone line connection part for connection with the phone line, and the data or program transmitted from the remote A / S server to the LAN line connection part or the telephone line connection part through the communication network. And a communication unit for providing a communication function for transmitting data provided from the CPU and the BIOS to a remote A / S server, and for generating a wake-up signal according to a signal received from the LAN line connection unit or the telephone line connection unit. A bracket board having an up signal generator configured to detect a signal received from the communication network and generate a wake up signal to wake up the computer; A power supply for turning on a computer by a wake-up signal generated by the bracket board; When the power is turned on by the power supply, a diagnostic program is executed, and the remote booting and storing the chipset data for testing and setting each ASIC of the chipset, the BIOS program for basic input / output, and the identification number for identifying the hardware of the chipset. It is equipped with a software for transmission and software for system diagnosis, and has a biosrom for diagnosing the setting state and hardware of the computer while performing the post procedure and the boot procedure.

1 is a schematic diagram showing the configuration of a post management system according to the present invention;

2 is a schematic diagram showing an internal structure of a computer according to the present invention;

3 is a view showing a detailed structure of the bracket board shown in FIG.

4 is a view showing a functional configuration of the biosrom shown in FIG.

5 is a flowchart illustrating a post management procedure according to the present invention.

* Explanation of symbols for main parts of the drawings

102: computer 104: electronics 106: network connection equipment

110: network 120: remote A / S server

130: service center server 200: main board

202: LAN card 204: modem card

210: bracket board 230: biosrom

240: power supply 220: microprocessor

302: LAN line connection 304: telephone line connection

306: wake-up signal generation unit 308: communication unit

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a schematic diagram showing the configuration of a post-management system according to the present invention, the post-management system according to the present invention is an electronic product 104 and a modem that can be connected to the communication network 110 through the network connection equipment 106, Or it consists of a computer 102, a communication network 110, a remote A / S server 120, a service center server 130 of each manufacturer that can be connected to the communication network 110 via a LAN (LAN).

In FIG. 1, the electronic product 104 includes, for example, a digital television (D-TV), a microprocessor and a program storage means (ROM, flash memory, or RAM), and a network connection device 106 such as a modem. The ability to communicate via is implemented. The program storage means stores a diagnostic program for self-diagnosis, an identification number, and the like, and preferably includes a wake-up function.

The communication network 110 provides a communication path between each object, including a public telephone network or a local area network (LAN), the Internet, and the like.

The remote A / S server 120 classifies the product information for all customers according to the customer identification number (ID) and stores it in the database. When the customer receives the trouble (A / S), the communication network 110 is stored. After accessing the customer's electronic product or computer through the wake-up, the diagnostic program is executed, and after receiving the diagnosis result and the product identification number (ID), the failure is determined by comparing with the reference value of the database. As a result of the failure determination, if it can be handled remotely as a software failure, the failure is solved by downloading the corrected data or program to the corresponding whole product or computer through the communication network. If the remote A / S server 120 cannot handle it due to a hardware failure, a dedicated A / S agent visits the customer after providing information on the customer's failure status to the manufacturer's service center or service company. Ask for repairs. At this time, the diagnosis result is stored in a certain part of the storage means (hard disk, etc.) of the electronic product or computer so that the A / S personnel can refer to it during the A / S processing.

The computer shown in FIG. 1 has a LAN card 202 and a modem card 204 in an expansion slot (PCI slot or AT slot) on an ATX form-factor main board 200 as shown in FIG. ) Is mounted and includes a CPU 220 and a biosrom 230, and the ATX power supply 240 is connected through an ATX power connector. In addition, a bracket board 210 for generating a wake-up signal according to the present invention is installed in one slot on the main board 200, and a signal line for transmitting a wake-up signal generated from the bracket board 210 is " WOM. Is connected to the " terminal 206 " or " WOL "

As shown in FIG. 3, the bracket board includes a LAN line connecting portion 302 for connecting to a LAN line, a telephone line connecting portion 304 for connecting to a telephone line, and a communication unit for providing a communication function through a LAN or a telephone line ( 308, a wakeup signal generator 306 for generating a wakeup signal. The telephone line connection unit 304 of the bracket board detects a ring signal when the ring signal is received through the telephone line, and transmits the signal to the wakeup signal generator 306. The LAN line connection unit 302 wakes the drive signal when the drive signal is received through the LAN line. The signal is transmitted to the up signal generator 306. The wakeup signal generator 306 generates a weightup signal according to a signal received from the telephone line connector 304 or the LAN line connector 302 and transmits the weighted up signal to the WOM terminal 206 or the WOL terminal 208 of the main board. . When the wake-up signal is received through the WOM terminal 206 or the WOL terminal 208, the main board 200 turns on the computer by turning on the ATX power supply 240 connected through the ATX power connector. The communication unit 308 is connected to the remote A / S server 120 through the communication network 110 to transfer data and programs transmitted from the remote A / S server 120 to the CPU and the BIOS ROM 220 230, and the CPU And the data (ID, diagnosis result, etc.) provided from the BIOS ROM 220 230 to the remote A / S server 120. If the modem card 204 or the LAN card 202 installed in the expansion slot is normally operated and the booting is successful, and the corresponding device driver is driven, the remote A / S server 120 communicates with the communication board 308 of the bracket board 210. The data may be exchanged through the modem card 204 or the LAN card 202 without using a.

When the power is turned on by the wake-up, the first BIOS BIOS 230 operates as shown in FIG. 4, the chipset data for testing and configuring each ASIC of the chipset, the BIOS program for basic input / output, remote booting and transmission. And software for system diagnostics, the remote boot and transmission software stores an identification number (ID) for identifying its hardware.

Next, an example of processing an A / S request from a customer using a computer according to the present invention will be described with reference to the procedure of FIG.

Referring to FIG. 5, when a failure occurs in the computer 102, the customer requests the A / S of the computer to the remote A / S server 120 through a telephone or the like (S1). Upon receiving an A / S request from the customer, the remote A / S server 120 accesses the computer through the communication network 110. This remote connection is to transfer the drive signal to the bracket board 210 of the computer via a LAN line or a modem line, the bracket board 210 generates a wake-up signal for wake up the computer upon receiving the drive signal Transfer to the wake-up terminal (WOM or WOL) (206 208) of the main board (S2).

Accordingly, the computer is the ATX type power is turned on, while the processor 220 of the motherboard is running to perform the program of the BIOSROM 230 for the first time. Bios 230 has its own unique identification number (ID) and diagnostic program to diagnose the setting state of the computer and hardware, and then the remote A using the communication function implemented in the diagnostic result and ID on the bracket board (210) / S server (120) (S3). In this case, a typical procedure performed by the BIOS ROM 230 includes a POST procedure (Power-On Self Test) and a boot procedure (system initialization). In the POST procedure, the microprocessor is powered on and reset. After that, check the operating status of the CPU and the system bus, the BIOS setting status, and then check the video card, memory, keyboard, and hard disk sequentially. In the booting step, it finds a boot disk, reads a boot record and a virtual partition table, and reads IO.SYS. Then check the MSDOS.SYS file, read the CONFIG.SYS file to prepare the device driver, read COMMAND.COM, and run the AUTOEXEC.BAT file. Then run the WIN.EXE program to run the Windows operating system.

When the remote A / S server 120 receives an ID and a diagnosis result from the user through the communication network 110, the remote A / S server 120 determines a failure state by comparing the data set in the database DB (S4). At this time, an example of the information table for each identification number (ID) held by the remote A / S server 120 is shown in Table 1 below.

ID Mainboard Model Chipset Clock CPU type Memory BIOS Peripheral device BIOS SETUP Manufacturer 1001 ATC-6120 Intel 440LX 66 MHz Celeron 32M AMI 1002 P6BAT-Me ET82693 100 MHz P-II 64 Award ... ...

As shown in Table 1 above, the motherboard model, chipset type, clock, CPU type, memory size, peripheral devices (e.g., video card, sound card, modem, LAN card, etc.), BIOS SETUP, and manufacturer information for each ID are stored in the database. Stored. Table 1 is a simple example. In fact, more detailed information may be stored in a plurality of tables. The failure state of the computer is determined by analyzing the diagnosis result data and the setup data performed by the BIOS based on the preset information.

As a result of the determination, if the fault can be repaired through remote control (ie, BIOS setup trouble or software fault), the fault of the computer is repaired by downloading data for correction or by downloading the software (S5). If it is determined that the repair is not possible through remote control, contact the service center server 130 of the manufacturer of the fault product, provide the fault status and fault information, and then repair by visiting dedicated A / S personnel. Request (S6). At this time, A / S personnel visits the site and reads the diagnosis result stored in a certain area of the failure system storage device (for example, hard disk, etc.) and compares it with a database prepared in advance to deal with the failure.

The A / S result processed in this way is built and stored in the database, the maintenance history is continuously updated, and the customer is informed of the A / S processing result (S7, S8).

As described above, according to the present invention, in the case of a trouble that can be repaired remotely, such as software in the event of a computer failure, it can be promptly processed without the visit of an after-sales agent, thereby reducing post-management costs and promptly processing. In case of hardware failure, contact the relevant service center and provide the failure information to request repair.

Claims (4)

Remote A / S server receiving a request for follow-up management according to a computer failure from a customer using a computer; The remote A / S server transmitting a driving signal through a communication network to a bracket board of a computer for which post-management is requested; Generating a wake-up signal for waking up the computer; When the power supply of the computer is turned on by the generated wake-up signal, the biosrom of the computer diagnosing a setting state of the computer and hardware while performing a post procedure and a boot procedure; Receiving, by the remote A / S server, a unique identification number of biosrom and data on a diagnosis result from the biosrom of the computer through a communication network; Determining, by the remote A / S server, a failure state of the computer by comparing data on the received diagnosis result with preset data of the received unique identification number; The remote A / S server, if the determined failure is a software failure that can be repaired through remote control, downloads data or program for correction and handles the failure of the corresponding computer, and the determined failure cannot be repaired through remote control. If a hardware failure, contacting the service center of the corresponding computer and providing failure information requesting a repair; And And the remote A / S server stores the processed result in a built-in database and guides the A / S processing result to the customer. delete A communication network providing a communication path of each object including a local area network (LAN), a telephone network, or the Internet; A computer capable of connecting to the communication network; And The computer stores information about the computer in advance and wakes up by accessing the computer through the communication network periodically or at the request of a customer who uses the computer, and receives the unique identification number and the diagnosis result provided by the computer. It compares with the preset reference value and determines the fault condition of the computer. If it is a software fault, it provides data or program for correction to the computer to handle the fault remotely. If it is a hardware fault, contact the service center of the computer. Include remote A / S server requesting trip repair by providing trouble information after The computer, LAN card; Modem card; CPU; The CPU and biosrom are used to connect the LAN line connection part for connection with the LAN line, the telephone line connection part for connection with the phone line, and the data or program transmitted from the remote A / S server to the LAN line connection part or the telephone line connection part through the communication network. And a communication unit for providing a communication function for transmitting data provided from the CPU and the BIOS to a remote A / S server, and for generating a wake-up signal according to a signal received from the LAN line connection unit or the telephone line connection unit. A bracket board having an up signal generator configured to detect a signal received from the communication network and generate a wake up signal to wake up the computer; A power supply for turning on a computer by a wake-up signal generated by the bracket board; When the power is turned on by the power supply, a diagnostic program is executed, and the remote booting and storing the chipset data for testing and setting each ASIC of the chipset, the BIOS program for basic input / output, and the identification number for identifying the hardware of the chipset. A post-management system of a computer comprising a BIOS for diagnosing the setting state and hardware of the computer while performing a post procedure and a boot procedure with software for transmission and software for system diagnosis. delete