KR20010050126A - Method and system for automatic technical support for computers - Google Patents

Abstract

PURPOSE: To provide an automated technical supporting method and system for realizing a repairing operation by detecting the boot failure or stop of the operating system of a computer. CONSTITUTION: A timer is started(52), and when the preliminarily decided point of a computer system boot sequence is generated, the timer is cleared(60), and when the timer is not cleared after the lapse of a preliminarily decided time(72), it is decided that the failure of the computer system exists.

Description

Method and system for automatic technical support for computers

The present invention relates to a computer device, and more particularly to a method and system for automatic support of a computer.

Personal computer systems are widely used in businesses and homes. Although the word "personal computer" refers to a higher conceptual device, a "personal computer" includes various hardware and software components. For example, different personal computers have processors and buses of different speeds, hard drives and RAM memories of different capacities, and peripherals that interface with different types of interface cards, such as audio devices. In addition, because many manufacturers manufacture computer components, even in any given personal computer, even components with substantially similar operating characteristics have significant differences depending on the specifications of each manufacturer.

In the case of software, all personal computers have a common need for an operating system that coordinates the operation of hardware components. However, each individual personal computer will have one of several possible operating systems. For example, Microsoft's products are based on Windows 3.1. It has evolved into a windowing system that includes Windows 95, Windows 98, Windows CE, and Windows NT. In addition to the Arduino Microsoft operating system, you can also use other types of operating systems, such as other versions of Unix, including Linux.

In addition to this variety of operating systems, personal computers can use a wide variety of software applications. Any given software application can interact with different operating systems in different ways. Thus, even with nearly identical hardware components, personal computers with different software will operate in different ways.

Computer users may experience difficulties in the operation of the system for various reasons. Lack of knowledge, hardware defects, software incompatibility, and other reasons cause computer users to encounter problems. Since the hardware and software available is extensive (which means there are more hardware / software combinations that a user may experience), it is not easy to determine what problems the computer has.

This situation is further complicated by the fact that the personal computer does not have a good mechanism to automatically determine if there is a problem with the hardware / software system. Some operating systems contain code that helps to recognize some type of problem with a particular piece of hardware, but this mechanism lacks uniformity in how to determine if an operating system has a problem. In practice, a common symptom of a problem in the operating system is boot failure, in which case the operating system cannot be relied upon. Another problem with an operating system is a 'hang', in which case the operating system does not respond to the keyboard or mouse for a variety of reasons. Problems of this type are caused by pieces of software installed on top of the operating system, such as applications or drivers, or by incompatibilities between loaded pieces of software. The operating system may stop working later because of software incompatibilities.

Another problem is the lack of unity in the mechanism by which users seek help. If the user has a question or the system has a problem, or at least the user detects a problem, there is currently no uniform mechanism for the system to help the user. Although there are a variety of help functions available to the user, it does, however, require one or more tasks for input devices such as a keyboard, or a significant level of knowledge of the user that enables navigation to various sources of information about the system or global sources such as the Internet. Depends on

Therefore, there is a need for a method and system that can identify and identify problems of personal computer systems through a unified and fail-free mechanism regardless of the operating state of the operating system or other software, and can be realized in various operating systems.

There is also a need for a method and system that can detect an operating system failing to boot or become a line (no input response state) and can make appropriate corrections.

In addition, there is a need for a system including a monitoring system capable of bidirectional communication with an operating system and capable of such bidirectional communication under various operating systems.

There is also a need for a standard mechanism to invoke an attempt to resolve the operating system in the event of a boot failure or no response.

There is a need for a standard system that attempts to resolve the operating system's input non-response state, whether or not a user's help request is present while booting or whether the user has requested multiple help requests.

According to the present invention, a method and system are provided that eliminate and reduce the problems and disadvantages of conventionally developed methods or systems for identifying problems with computer systems. The monitoring system helps to detect problems in the computer system, identify and solve the problems. The current operating level of the computer system is determined and technical support is provided to the computer system in accordance with the operating level of the computer system.

1 is a block diagram of a computer system monitored by an operating system monitor state machine.

2 is a flow chart of operating system monitoring during and after normal mode booting.

3 is a flowchart of operating system monitoring during and after service mode booting.

4 is a flowchart illustrating the initialization of a service application after pressing a service button.

5 is a block diagram of software and hardware elements used to initialize a service application.

According to one aspect of the invention, the state machine monitors the operating system to detect a failure of the operating system. The watchdog timer is started at boot time of the computer system and cleared at a predetermined point in the boot sequence of the computer system. If the monitoring timer does not clear after a predetermined time period, it is determined that there is a boot failure of the computer system. For example, if the watchdog timer is cleared together with the operating system service routine before the end of the predetermined time period, the operating system indicates that it has booted through the service routine point time point of the boot sequence within the predetermined time period. The failure of a watchdog timer in a service routine indicates a failure of the boot process during the boot sequence in which the service routine is called.

According to one embodiment of the invention, the user initiates operating system monitoring by pressing a service button to indicate a problem with the computer system. Pressing the service button initiates a support function such as starting a service application at a suitable point in time. The support function allows testing of computer systems by monitoring systems. The service button initiates a watchdog timer that monitors the boot process invoking the operating system. Instead of or in addition to initiation of the watchdog timer to monitor the booting process, the service button initiates another watchdog timer that functions as an input non-response detection timer. When the service button is pressed during booting of the computer system, the input non-response detection timer is started at a predetermined point in the boot sequence of the computer system, for example, after the user provides the login information and is cleared at the start of the service application. If the input non-response detection timer remains uncleared for a predetermined row detection time, the input non-response error of the operating system is identified.

According to another embodiment of the invention, the detection of a computer failure results in a reboot of the computer system into the service mode. The service mode boots the service mode operating system to analyze the computer system even if the basic operating system of the computer system fails. Initiating service mode booting starts the watchdog. The watchdog timer is cleared at a predetermined point in the boot sequence of the service mode operating system. If the watchdog timer remains unclear even after a predetermined time period, it is determined that a failure of the computer system exists. If service mode booting is initiated by the user pressing a service button and failure detection is guaranteed, the service mode input non-response detection timer monitors the service mode operating system boot sequence to detect any input non-response of the service mode operating system.

According to another embodiment of the present invention, an automatic support method is provided for a computer system having a service button and a controller chip set. The method comprises pressing a service button, setting the first bit of the general-purpose input register of the controller chip set to issue a first interrupt signal in response to a pressing step, and determining whether the operating system is booting upon receiving the first interrupt signal. And initiating the service application routine in the first method if the system is booting, and initiating the service application routine in the second method if the system is not booting.

The computer system of the present invention includes a processor having at least one timer, a controller chipset, a system BIOS, and an operating system in communication with components of the computer system through the BIOS. The service button is coupled with the universal input register of the chipset to set the register to issue a first interrupt. The system also includes an interrupt handler coupled to the input register to receive the first interrupt and handle it depending on whether the computer system is in a booted or unbooted state.

According to the present invention, there is provided a computer system having a system BIOS and an operating system, the computer system including a service button associated with a universal input register of a controller chip set, which sets one bit of the register to generate a first interrupt signal. . The interrupt handler of the system BIOS receives the first interrupt signal and initiates a second interrupt signal to the operating system to start the service application when the computer system is in the unbooted state. If the computer is in the boot state and the bit remains set, the code contained in the operating system later checks the state of the bit during the boot sequence to start the service application if the bit is in the set state.

The present invention provides very important technical advantages. One important technical advantage is the integrated support for the detection of problems with computer systems. Monitoring the boot sequence of a computer system for hardware or operating system failures enables automatic detection and troubleshooting of problems. In addition, detection of the failure of the operating system makes it possible to analyze and solve problems of the computer system using the service mode operating system.

Another important technical feature of the present invention is the automatic identification of whether a problem exists in the computer system. The detection of the problem by the monitor system at least reduces the need for technical support staff to verbally explain to the computer system user. Problem identification reduces the number of basic items that the technical support staff should check during a telephone consultation. In addition, if the monitoring system does not detect a problem, the technical support staff can reduce the number of problems that need to be investigated. For example, if the monitoring system fails to detect a problem, it indicates that the hardware and operating system are booted in the normal way, and the system is able to start the service application.

Another important technical feature of the present invention is the identification of problems associated with computer systems. For example, monitoring the boot of a computer system makes it possible to identify problems related to hardware or operating systems, or, alternatively, to present the user with appropriate hardware or operating system functionality, or to show application related problems. If there is a problem with the operating system, the service mode operating system can be used to further identify and analyze the problem. For example, if the main operating system is not working, the service mode operating system supports the operation of the computer system so that the computer system can automatically analyze and resolve problems with the main operating system.

Another important technical feature of the invention is a powerful user interface which is simple and not complicated to use. For example, a user who has a question or faces a problem will press a single service button. Pressing the service button immediately generates an interrupt on the chipset to alert the monitoring system that the service is required by the user. Just as the user's input to the service button does not have to rely on the operation of computer components such as a keyboard or mouse, the immediate interruption of the service button to the chipset enhances reliability and simplicity. Moreover, the user can press the service button at any time to request help. Regardless of when the service button is pressed and simultaneously pressed, the means for starting the service application by pressing the service button ensures that the service application is launched at the appropriate time. Once the service button is pressed, the computer system closely analyzes the potential problems by using a service mode operating system that runs the components of the computer even when the operating system fails. In addition, the systems and methods of the present invention may be implemented by other various operating systems.

The operating system monitors the operation of hardware and software on the computer system. At the same time, the operating system detects a failure or problem of the computer system and informs the computer system user. In general, the help system associated with the operating system helps to solve the problem automatically or through interaction with the user, such as a question. However, when there is a problem in the operating system itself or incompatibility with the software, it is difficult for the operating system to find these problems. In addition, the operating system often crashes or no longer responds to computer system users without these problems.

In order to improve computer system problem detection, identification and resolution functions, a monitoring system associated with the BIOS of the computer system monitors the functionality of the operating system. The monitoring system detects boot failure of the operating system and various types of operating system input non-response. Once a problem is detected, recovery actions are automatically initiated and a failed computer system is recovered using a unified mechanism that takes advantage of the operational characteristics of the computer system. Moreover, the monitoring system can be started by pressing a service button. Pressing the service button interrupts the computer system chipset and automatically assists the user in maximizing the state of the computer system. As described in more detail below, the user presses the service button when the computer system is in POST, boot, service mode or normal mode. When the service button is pressed, the BIOS generates an interrupt by setting a bit in the general-purpose input register in the controller chipset. The BIOS's state detection interrupt handler code can communicate with the operating system by taking appropriate measures depending on the state of the computer system indicated by the predetermined CMOS bits. The interrupt handler code also ensures that only appropriate actions are taken regardless of the number of times the service button is pressed in succession.

Hereinafter, the system and method according to the present invention will be described with reference to the accompanying drawings.

1 is a block diagram illustrating a computer system 10 including an operating system 12 interfaced with hardware components 14 through the BIOS 16. Hardware component 14 includes conventional computer system hardware components such as processors, modems, audio cards, video cards and hard drives, floppy drives, storage devices including RAM and ROM. Upon initial power-up or reboot, BIOS 16 detects a boot sequence that includes a power-on self test (POST) and a call to the operating system. Between the hardware 14 there is one or more timers 18, 19, such as a normal watchdog timer.

The BIOS 16 boots the computer system 10 that has been powered up in a conventional manner. The monitor state machine 20 monitors the boot process by comparing the state change during the boot sequence with the expected result. The monitor state machine 20, for example, communicates with the timer 18 to compare the expected time for any change from the first point to the second point with the time spent during the sequence. If the timer 18 is terminated in an unclear state, a problem is detected based on the end of the timer. If the BIOS 16 successfully boots the computer system 10 and brings the operating system 12 online, the service routine of the operating system 12 clears the timer 18 so that it does not indicate a problem.

If the monitor state machine 20 detects a problem with the computer system 10, the BIOS 16 elicits a number of different responses. For example, the BIOS 16 calls the service mode operating system of the service protocol 22. This service mode operating system may be a simplified version of the operating system 12, such as, for example, Windows Safe Mode in Windows 98. The service mode operating system may include a modem driver, whereby the computer system may be able to upload user simptoms, system configuration and status information by contacting the analysis server via the Internet while running automatic analysis software and diagnostics. have. In addition, the BIOS 16 may turn on the service light 24 to indicate that a problem has been detected. That is, the lighting arrangement of the service lamp 24 may be changed to identify one or more specific problems. At that time, the computer user can provide the technical support team with information such as a state in which the service light is turned on to analyze and solve the problem. Alternatively, the technical support team can obtain system information from the analysis server.

Computer system 10 includes a service button 26 that a computer user can press. The service button 26 provides a powerful user interface that allows the user to initiate a process of identifying and detecting a problem. As will be described in detail below, the service button 26 generates an interrupt to the computer system chipset, for example, to start a service application. The monitor state machine 20 detects that the service button is in a pressed state to start a service application or to monitor system operation to detect problems with the computer system.

In addition to monitoring the boot sequence through invocation of the operating system 12, the monitor state machine 20 may monitor the operation of the operating system 12 by an input non-response watchdog timer 19. If the service button is in a pressed state during boot, the input non-response watchdog timer 19 is activated during the boot sequence, for example by a user login, and invokes and boots the operating system 12 or service mode operating system 22. It is cleared by the running application after it is completed. If the application does not clear the input non-response watchdog timer 19 within a predetermined time period, the monitoring state machine 20 causes the operating system input non-response to occur. At that time, the BIOS 16 identifies a problem of the operating system and attempts to boot the service mode or displays a problem of hardware that may occur through the service 24.

Figure 2 shows a flow chart of the support automation steps for operating system monitoring in normal boot mode. In step 50, normal computer booting begins. For example, a user of computer system 10 may supply power or instruct the operating system to reboot the system. In step 52, the input non-response detection watchdog timer is started. Booting of the operating system and operation of the timer proceed simultaneously in the system so that the watchdog timer counts down. If the timer goes to zero before steps 58 and 60 are completed (e.g., when a service routine is run later in the boot process to clear the timer), step 54 is performed and the system enters the service mode of step 56. It will reboot.

Typically, the boot sequence tests the hardware and starts booting the operating system within the expected time. When a hardware test is completed, such as a POST test or the initiation of an operating system boot, an instruction is passed from the operating system service routine in step 58 to clear the watchdog timer. If the watchdog timer is cleared in step 60, normal booting is indicated. If the watchdog timer is not cleared and counts down to zero, the process proceeds to step 56 and reboots into the service mode of the service mode operating system. In one embodiment of the present invention, a further normal boot is automatically repeated before proceeding to the service mode boot sequence. In summary, if the watchdog timer is not cleared after a predetermined time period has elapsed, it is known that the computer system did not boot at the boot sequence point at which the service routine clears the watchdog timer. Thus, problems with computer systems can be identified to some extent based on completed or incomplete boot sequences.

Step 58 indicates that the service routine of the operating system is started at some point in the end of the computer boot process. In step 60 the watchdog timer is cleared through an operating system service routine before ending the predetermined time period. In step 60, generally, computer hardware and software that has been tested and adapted to transition to a defined stage of the operating system boot sequence should be operational. If this determination is made, the user may log in at step 62.

In step 64, a determination is made as to whether the service button 26 was pressed during the OS boot process (see below), as opposed to normal booting where the service button was not pressed. If no, the process proceeds to step 70 to begin normal computer system operation.

If it is determined in step 64 that the service button is in a pressed state during booting, then the service application is started in step 66, and in step 72 an input non-response watchdog timer is started to monitor the input non-response of the operating system. Input non-response detection monitoring uses input non-response detection timer 19 or another timer to test whether the operating system starts a service application within a predetermined time period. The non-response watchdog timer is started up in step 72 and then cleared by an application running on the computer system. The application then completes the predetermined loading and startup sequence in step 68. Thus, in step 68 a determination is made as to whether the application loading and startup sequence is normal. If yes, the application running on the computer system clears the non-response detection timer and the process proceeds to step 70 to start the support application. If the input non-response detection timer is not cleared for a predetermined time period, a determination is made at step 74 that the service application has not cleared the timer 19. This indicates that the operating system is in an input non-response state and at least cannot start the service application normally. When the end of the input non-response detection timer is detected in step 74, the system enters the normal mode (step 50) or the service mode (step 76) according to the number of failed attempts to reboot into the normal mode (step 75). It will reboot.

If the user presses the service button during normal operation of the computer at step 70 of FIG. 2 or at all times except when the computer is booted, the system proceeds to step 78 to test whether the operating system is in an unresponsive state. The service application is started in step 66, and the input non-response detection timer is started in step 72. If the service application clears the timer in step 68, the computer system proceeds to step 70 to operate normally. If the timer expires in step 74, an operating system input non-response is detected and the system attempts to reboot into normal mode (in step 75) after several failed attempts for a normal reboot at the time of rebooting into the service mode of step 76. . This way, decisions can be made to operate the functions of the system without the need for a complete reboot. In addition, when the timer expires in step 74, even if the normal operating system is not operating, the problem can be solved by the service mode.

Referring to FIG. 3, the service mode is initiated with a service mode boot sequence in step 80. In step 82, a service mode watchdog timer is started. As above, this watchdog timer counts down to zero upon loading of the operating system (here, service mode). If the watchdog timer is later cleared in the service mode boot process (step 88 to step 90), then goes to zero (step 84), the service mode boot fails, which is indicated by setting an LED to indicate the failure of the hardware ( Step 86). Hardware problems can occur because the main operating system and the service mode operating system cannot keep the computer in an operational state.

In step 88, a service mode operating system routine is initiated at a later point in time at a later point in the boot process. If the service routine is initiated at step 88, then at step 90 the routine clears the timer to indicate that the service mode operating system is activated. In step 92, booting of the computer system is completed by the service mode operating system.

In step 94, a determination is made as to whether the service button was pressed during normal mode or service mode booting. The pressed state of the button during booting is stored during a failed reboot attempt. If yes, the service application is started up and a system input non-response detection test is performed in step 104 with the start of the operating system input non-response detection tire. Again, in step 96 a countdown of the non-response detection timer is initiated concurrently with loading and starting the service mode recovery application. When this process is completed, the code is activated in step 98 to clear the input non-response detection timer. At this point, it is determined that the service mode operating system has sufficient functionality to at least start the service mode application. In step 100, a service support application, such as an application useful for analyzing a problem in software, is started. The computer system operates in service mode and can be used for troubleshooting.

In step 106, if the watchdog timer counts down to zero (e.g., terminates) before being cleared by the service application, in step 108 the service mode operating system may load and start the service application within a preset time period. do. At this point, an input non-response of the service mode operating system is detected, and the process terminates by indicating a service or the like at a possible hardware problem associated with the computer system at step 108.

In step 102, if the service button is pressed while the computer is in a service mode operational state, the system proceeds simultaneously to step 104 and step 96 to test for no response of the service mode operating system. The service application is started in step 96 and the input non-response detection timer is started in step 104. If the service application clears the timer at step 98, the computer system proceeds to the service mode operational state of step 100 to initiate a service mode recovery application that allows computer system failure analysis and remedial action. If the timer expires in step 106, an operating system input non-response is detected and the system indicates a possible hardware failure in step 108. This allows us to determine the functionality of the service mode operating system without requiring a complete reboot.

The following examples will make the operation of the monitoring system clearer. If the monitoring system does not detect a hardware or operating system failure, the computer user may request a solution to the problem either through local assistance of the computer system or by connecting to HELP on the computer system. Local help and Internet remote help can solve most computer problems or questions.

Another useful example is non-fatal hardware failure, such as a failure of a CD-ROM or audio speaker card. The monitoring system should indicate that no failure has occurred in the operating system, and the user can contact the technical support team so that new hardware can be sent. Certain types of non-fatal hardware failures will limit your options for help. For example, a computer system may operate without a modem or network interface card (NIC). However, a failure of this hardware will limit the computer system's ability to interact with the Internet for help. In part, modem failure can be identified by entering service mode. For example, if a modem failure is related to a modem configuration or an ISP dial directive, the service mode modem configuration can assist in resolving problems due to the Internet.

In another example, a connection between a service mode operating system and a modem may be made if the normal mode operating system is not running, not booting or is unstable. Internet access via the service mode enables immediate system analysis of the operating system, automatically supporting operating system troubleshooting and operating system recovery. For example, a new operating system or related parts of it can be loaded on the Internet to replace a failed operating system. If the automatic troubleshooting does not solve the problem, the user can call the technical support team to identify the problem based on the lit array of displayed lights.

As another example, a computer system may have a fatal problem of failing to operate in normal mode and in service mode. For example, a computer system may be set up incorrectly, causing catastrophic hardware failures such as problems with the motherboard, hard drive, or power supply. In such a case, an explanatory chart provided with the computer system will indicate a problem with the lighting arrangement, such as displayed, and a simple instruction that the user will follow. The user can use this information to contact technical support to obtain replacement hardware.

As above, computer system 10 includes a service button 26 that a computer user can press. The service button 26 may, for example, generate an interrupt to the computer system chipset to start the service application. The monitor state machine 20 detects a press of the service button and launches a service application at an appropriate time or monitors system operation to detect problems with the computer system. When the service button is in the pressed state, the input non-response detection timer 19 is started, and later cleared by an application running after the call and boot of the operating system 12 or the service mode operating system 22 is completed. If the application does not clear the input non-response detection timer within a predetermined time period, the monitoring state machine 20 determines that an input non-response of the operating system has occurred. The BIOS 16 then recognizes the problem of the operating system and initiates a predetermined reboot protocol, which may include a reboot in service mode, as described in detail above.

The service button provides a standard mechanism by which a user can request help. 4 and 5, the user requesting help will press the service button 26 in step 400. Although not separately shown, the flowchart shown in FIG. 4 includes two execution regions, one inside the BIOS and the other inside the operating system execution region. Typically, communication with the operating system is by generating an interrupt, such as a system control interrupt (SCI). On the other hand, communication from the operating system to the BIOS is performed by running code that sets a value in the BIOS, such as clearing the input non-response detection timer. The means by which the monitoring system in the BIOS communicates with an operating system and responds (if not 'hanged') provides significant advantages, as described in more detail below. The same mechanism in the BIOS can leverage the architecture of a particular personal computer to support multiple operating system implementations. The system also allows for user assistance regardless of the operating state of the operating system.

As shown in FIG. 5, the service button 26 is serially connected to a specific input register 500 of the general-purpose input / output register (GPIO) of the controller chipset 52. The bit is set. This bit setting causes a system management interrupt (SMI) to be generated in step 404 to initiate the state sensing interrupt handler code, i.e., the SMI handler 502 in the BIOS. After receiving the SMI, the SMI handler 502 prevents further SMI generation at step 406. Accordingly, current SMI allows only one interrupt to be generated until the interrupt is fully serviced when the user simultaneously presses the service button.

In step 408, the SMI handler determines whether the computer system is booting by examining the appropriate bits in the CMOS registers. If the system is currently booting, the universal input bit is set while the system continues the boot sequence. In addition, the input non-response detection timer is set at step 410, but the SMI handler no longer operates. When the system completes the boot sequence or when the hardware and software are at some point in the boot sequence in which the hardware and software are operating normally, such as when the user is prompted with a login ID, the operating system is prompted to check the service button bit in step 411. have. If the service button bit is set to indicate that the button is in a pressed state during boot, the operating system will either start the service application in step 422 or otherwise resume normal operation (step 412). In one embodiment of the present invention, the underlying task, such as a service application publisher associated with the operating system and functioning as part of the normal boot process, is to check the service button bits. If the service button bit is set, the service application starts operating a service application.

If the SMI handler determines in step 408 that the system is not booting, the SMI handler starts an input non-response detection timer in step 416. This input non-response detection timer may be the same timer or another timer set in step 410. However, the value at which the timer is set will depend on whether the service button is pressed during boot. If pressed during boot, it will be set to a higher value. This indicates that more time is required for the system to complete the boot cycle to launch the service application. If not pressed during boot, the timer will be set to a lower value. This indicates that a shorter time is required for the system to handle the interrupt (described below) and start the service application.

If the system does not boot, the SMI handler code in the BIOS continues to communicate with the operating system by generating an interrupt at step 418 to inform the operating system that the service button is in a pressed state. In one embodiment of this invention, this interrupt is a system controller interrupt (SCI) serviced in the operating system execution region. To initiate SCI, the SMI handler sets the output bit 504 of the output register of the GPIO. As shown in FIG. 5, the bits are used as inputs to the system controller interrupt input 506 which in turn initiates the SCI 508. In step 420, the SCI is processed by an interrupt service routine (ISR) 510 in an operating system execution region. The ISR provides a message for initiating a service application to the operating system. According to one embodiment of the invention, this is accomplished by sending a message to the service application initiator 512 associated with the operating system initiating the service application 514 in step 422.

Regardless of whether the service button is in a pressed state during boot, if the service application is properly started as determined in step 426, the service button bit and the input non-response detection timer are cleared in step 428. In one embodiment of the invention, the service application identifies the service application publisher and instructs the service application publisher to clear the service button bit and the input non-response detection timer. If the service application does not start properly (zero before the timer is cleared), it indicates no operating system input response or at least indicates that the service application is not operating properly. Thus, at step 430 the system will begin to follow any reboot protocol that may include a reboot in service mode, as described in detail above. Finally, if the SMI is sufficiently serviced, the SMI handler generates another interrupt at step 432 to generate another interrupt by continuing to press the service button.

Thus, the systems and methods of the present invention provide a unique way of seeking user assistance in a unified, fail-free way. That is, there is provided a method for providing a monitoring system that allows a code in a BIOS execution area to communicate with an operating system and, conversely, initiate a service request that operates the system independently, and is located outside the operating system and capable of monitoring the operating system itself. . Furthermore, the system and method allows a user to request help regardless of the state of the operating system (eg, during boot up or when the operating system is unresponsive).

The problem identification and resolution system described herein may be provided as an assembly component of a computer system. For example, an inexperienced user may order a computer system with only one button for troubleshooting, but a more experienced user may order a computer system with a standard configuration. Alternatively, the computer system purchaser may order only a portion of the system, such as a timer associated with main operating system monitoring without the ability to automatically invoke a service mode operating system.

While the invention has been described in detail, various modifications and improvements can be made without departing from the spirit and scope of the invention as defined by the appended claims.

Claims (21)

A method of monitoring a computer system boot sequence, the method comprising Starting a timer; Clearing the timer if a computer boot sequence occurs at a predetermined time; Determining that a computer system problem exists if the timer is not cleared after a predetermined time period. 2. The method of claim 1, wherein said clearing step comprises clearing a timer with an application operated by a computer system. 3. The method of claim 2, wherein said determining comprises initiating a reboot of a computer system equipped with a second operating system when determining that a computer system failure exists. The method of claim 3, wherein after the reboot is initiated: Starting a timer; Clearing a timer with an application running by the computer system when a computer reboot sequence occurs at a predetermined time; Determining that there is a failure of the service mode operating system if the timer is not cleared after a predetermined time period. A processor having at least one timer; A BIOS for booting the computer system; An operating system supporting computer system operations; Monitoring State Machine A monitoring state machine associated with the BIOS and in communication with the processor that detects a failure of the operating system by comparing the time spent for operation of the operating system with a predetermined time period, i.e., the time spent calculated by the timer. Computer system, characterized in that configured. 6. The system of claim 5, further comprising: a service operating system; And a monitoring state machine capable of invoking said service operating system when detecting a failure of an operating system. 6. The computer system of claim 5, comprising a service button, wherein pressing the service button interrupts the processor and starts a timer. Provide automatic technical support for computer systems, It is configured to include a pressing of the service button at any time during the operation of the computer system, the pressing of the service button is to provide an application for providing automatic technical support regardless of the operating state of the computer system How to feature. 9. The method of claim 8, wherein the service button is coupled to a chipset and is configured to invoke the application by causing the chipset to generate at least a first interrupt. 10. The method of claim 9, wherein causing the chipset to generate at least a first interruption, Setting a first bit of a general purpose input register of the controller chipset to generate a first interrupt in response to the button pressing; Receiving the first interrupt to determine if the computer system performs a boot sequence; Initiating a service application routine in a first method if the computer system does not boot; When the computer system is booted, initiating the service application routine in a second method at a predetermined time during the boot sequence. 11. The method of claim 10, further comprising: starting a timer in response to pressing the button; And clearing the timer if the service application reaches a predetermined time before the timer reaches a predetermined value. 12. The method of claim 11, comprising initiating a reboot of a computer system if the service application does not reach a predetermined time before the timer reaches a predetermined value. 12. The method of claim 11, wherein initiating the service application in the second method comprises: checking a state of a predetermined bit of the chipset at a predetermined time during a boot sequence; Starting the service application when the predetermined bit is set. 15. The method of claim 13, wherein initiating the service application in the first method comprises generating a second interrupt, wherein the second interrupt initiates an interrupt service routine and the interrupt service is the service. Launching the application. 15. The method of claim 14, wherein the second interrupt is a system control interrupt, and initiating the system control interrupt comprises configuring a second bit of a general purpose output register of the controller chipset. Setting the to generate the system control interrupt. A chipset; Memory; An application for providing automatic technical support to the computer; And a service button for invoking the application at any time during the operation of the computer system, regardless of the operating state of the computer system. 17. The computer system of claim 16 wherein the service button is coupled with the chipset to generate at least a first interrupt when the service button is in a pressed state to invoke a service application. The method of claim 17, A processor having at least one timer; System BIOS; Includes an operating system for supporting computer system operation and for communicating with components of the computer system through a BIOS, The service button is coupled with a legal input register in the chipset for setting the register to generate a first interrupt, the interrupt handler includes code in a system BIOS, the interrupt handler receiving the first interrupt so that the computer receives the first interrupt. And an input register for handling the interrupt depending on whether it is in a booted or unbooted state. 19. The universal output of the chipset of claim 18, wherein the interrupt handler determines whether the computer system is in a booted or unbooted state, and the interrupt handler is configured to set a bit in the output register when the computer system is in the unbooted state. A general purpose output register coupled to a third register of the chipset, the third register generating an interrupt signal for initiating a second interrupt when a bit of an output register is set. system. 20. The computer system of claim 19, wherein the second interrupt calls an interrupt service routine of the operating system that starts a service application. 21. The computer system of claim 20 wherein the interrupt handler is coupled with a timer to initiate the timer upon receiving a first interrupt.