KR20010109069A - Method and system for diagnosing remote computer system through internet - Google Patents

Abstract

The present invention relates to a method for diagnosing a computer system and a system therefor, the method comprising: accessing a site for diagnosing a problem such as an abnormal operation of a computer system through the Internet; Confirming whether the computer system is registered as a customer of the site; A help desk operation step of checking an existing system information for checking if the customer is registered as a customer and performing a check according to a corresponding specification; Receiving information about a desired requirement or problem from the computer system; Running a diagnostic program for checking the computer system with reference to the computer system specification and the requirements or problems; Solving the problem of the computer system by the diagnostic program; And checking the computer system to provide a checklist for solving the problem through the Internet, so that the computer system is automatically connected to the diagnostic system through a communication network such as the Internet in real time or to an operating personnel. As a result, the problem of the computer system is solved, thereby providing a convenient and quick service.

Description

Method and system for diagnosing remote computer system through internet}

The present invention relates to a method for diagnosing a computer system and a system therefor through the Internet. More specifically, when an operation abnormality of the computer system occurs, a program installed in the system connects to a communication network to notify a diagnosis system of the operation abnormality. The present invention relates to a method for diagnosing a computer system and a system therefor through the Internet to perform a service such as diagnosis and healing by performing a computer system check.

In the case of a conventional computer service system, when an abnormality occurs in a computer system such as a personal computer or a large-capacity server of a company, a general visitor or dealer is purchased or visited and repaired. When such a failure occurs, the user wants to quickly recover the program or hardware that he / she wants to use and continue to use it. In this method, the visit time for the service takes a considerable time, and the service is generally performed in the order of service reception. Excessive service time was required so the user could not resume the desired task in a short time.

In addition, the service required a technician with a high technical skill, and even the technician had a difficulty in coping with such a high-speed change because the cause of the breakdown changes from time to time because the upgrade speed of a high-tech product called a computer is fast.

The management of computer systems sold domestically or overseas is being carried out at sales offices located in the relevant regions. Excessive expenditures have been made by operating separate service centers for each computer manufacturer. The operation of these offices and service centers will result in a reduction in the profits from the sale of computer systems.

Therefore, in the related art, as described above, the user or the manufacturer had to spend extra time for the post-management and service of the computer system, thereby causing a problem in performance. In addition, there is a problem that the investment cost is excessively required because the facilities for the service must be provided separately.

SUMMARY OF THE INVENTION An object of the present invention for solving the above-mentioned problems is that a computer system via the Internet that allows a computer system and a diagnostic system to be connected through a communication network in real time without a person involved or to solve the problem of the computer system. To provide a diagnostic method.

Another object of the present invention is to solve the problem through the computer system is connected to the diagnostic system in real time via a variety of communication network through the exchange of information by receiving information of the computer system or voice / video chat, etc. To provide a computer system diagnostic method and a system therefor.

1 is a schematic structural diagram showing a first embodiment of a system for diagnosing a computer system via the Internet according to the present invention.

2 is a flowchart of a first embodiment for executing a computer system diagnostic method over the Internet according to the present invention.

3 is a diagram showing a connection relationship between modules in a diagnostic system for checking a computer system according to the first embodiment.

4 is a schematic structural diagram showing a second embodiment for diagnosing a computer system according to the present invention.

FIG. 5 is a diagram showing a functional configuration of the system according to the configuration of FIG.

FIG. 6 is a diagram showing the flow of computer diagnostics in the configuration of FIG.

※ Explanation of codes for main parts of drawing

10: personal computer 12: computer system

14: Database 16: Modem

18: router 20, 24: hub

22: firewall 26, 60: web server

28, 64: database server 30: education support server

32: Developer Computer 34: Help Desk Computer

36: monitoring computer

38, 40, 68, 70, 72, 108: CE (Computer Expert)

42, 76, 78, 80, 300: remote user 44: network management module

46: system check module 48: system analysis module

50: system check result module 52: system troubleshooting module

54: consultation processing module 56: consultation processing database

58: CE connection module 62: file server

66: RAS server 74: ISP (Internet Service Provider)

82, 84: modem 86, 102: system communication module

88: system diagnostic module 90, 104: remote control module

92, 106: system response module 94: user registration management module

96: system storage module 98: server-side distribution module

100: system maintenance module 200: server unit

The computer system diagnosis room via the Internet according to the present invention for achieving the above object comprises the steps of: a computer system accessing a site for diagnosing problems such as abnormal operation of the computer system through the Internet; Confirming whether the computer system is registered as a customer of the site; A help desk operation step of checking an existing system information for checking if the customer is registered as a customer and performing a check according to a corresponding specification; Receiving information about a desired requirement or problem from the computer system; Running a diagnostic program for checking the computer system with reference to the computer system specification and the requirements or problems; Solving the problem of the computer system by the diagnostic program; And checking the computer system to provide a checklist for solving the problem through the Internet.

The computer system has a built-in access program, and when an abnormality occurs, it is preferable that the computer system is automatically connected to the diagnostic system. The user information includes information such as the specification and purchase information of the computer system, personal details or a vendor name. Can be.

At this time, the diagnostic program is to check whether the software damage of the various application programs installed in the computer system, and whether or not the normal operation of the hardware function configured, and if the problem is not solved by the diagnostic program The operator can have the computer system inspected directly.

In addition, the check may include a check for hardware abnormalities of the computer system, damaged parts of software, or an infection problem caused by a virus.

The computer system diagnosis room through the Internet according to the present invention for achieving the above object comprises the steps of: accessing the online diagnostic site and receiving a membership registration request is authenticated and the user information is recorded; Downloading a program for diagnosing a computer from the site; Requiring the distribution of computer experts after the program is executed and installed; Determining whether the user is a registered member after inquiring the user's identity, and searching for the waiting computer expert if the registered member is a registered member; Guiding the user after recording and changing the state of the computer expert from the standby state to the working state; Connecting one-to-one with a guided computer expert to provide basic information about a user's computer; Executing remote control by a computer expert based on the computer information, and providing the remote control information and a data file; And transmitting the system interface from the user to the computer expert to check and heal the state of the computer system.

The basic information is information on basic specifications of the computer system, and a virus check, reboot, system on / off, etc. of the computer system may be performed while the system interface is provided.

In addition, the computer expert and the user may be further provided with a step of exchanging information by a text or voice chat, the diagnosis is made by it.

A system for diagnosing a computer system via the Internet according to the present invention for achieving the above object comprises a plurality of computer experts performing online diagnostic services, distribution services, download services, and user registration management services of the computer experts. A diagnostic system including a web server, a file server managing a file, a DB server managing a database, and a RAS server for supporting connection to the web server from a remote place through a modem; And a remote user connected to the diagnosis system through a communication network and requesting an inspection of an abnormality of the computer system.

The "computer system" described in the present invention refers to a server group including a personal computer such as a general desktop, a laptop, an operation server of a company, and all the devices operating on the basis of digital, and here, digitally accessible to the Internet. TV sets, refrigerators, washing machines, and the like may be included.

Hereinafter, specific embodiments of the present invention will be described in detail with reference to the accompanying drawings, and will be described by dividing into a first embodiment and a second embodiment as follows. First, a detailed description of the first embodiment will be described with reference to FIGS. 1 to 3.

Referring to Fig. 1, a computer system 12 having a personal computer 10 and a database 14 is connected to the Internet, a web server 26, a database server 28, and an educational support server for educational support. And a diagnostic system equipped with a program computer 32, a help desk computer 34, a monitoring computer 36 for monitoring, and a CE computer 38, 40 for CE. It is connected to the Internet via a modem 16 such as a digital service unit, a router 18, a hub 20, a firewall 22, and a hub 24.

When the personal computer 10 or the computer system 12 in which an abnormality has occurred is connected to the diagnostic system configured as described above through a communication network such as the Internet, the diagnostic system operates a diagnostic program to set the program or hardware in which the abnormality has occurred. Normalize automatically by checking the back, and if not normalized, try to normalize manually through the communication network by CE. When the personal computer 10 or the computer system 12 is normalized through the above process, the inspection history is provided. If the personal computer 10 or the computer system 12 is not normalized, the service personnel visits and normalizes.

At this time, the personal computer 10 and the computer system 12 have a built-in access program for accessing the diagnostic system so as to receive service by judging an abnormal operation of the computer when abnormal operation of the computer occurs.

A series of flows for the embodiment of the present invention is shown in FIG. 2, and when an abnormality is found in the personal computer 10 or the computer system 12, that is, the user 42, the access program is connected via a communication network such as the Internet. The web server 26 of the diagnostic system is connected (S2). At this time, the user information should be input to access the information, such as the specification and purchase information of the user system, personal details or vendor name is input to the network management module 44, the above information is stored in the network management module ( In step 44), it is determined whether the customer is the company (S4). As a result of the determination, the customer checks the occurrence information of the abnormality provided by the access program (S8) and checks corresponding to the specification and program of the corresponding system. At this time, the analysis of the specifications of the system and the program information installed in the system is performed through the system analysis module 48, and when the basic analysis is completed, the diagnostic program is operated (S10) through the system check module 46 Check the system for hardware problem, software damage or virus infection. The check result for this is input to the system check result module 50, and an appropriate solution is suggested. The problem is solved by the diagnosis program (S12) by checking the problem for the abnormality (S12). The problem is solved by directly connecting the user 42 system in the system troubleshooting module 52.

It is determined whether or not the problem has been solved (S16), if it is resolved, and transmits the check details online (S24), the transmitted check details are stored in the access program in the system of the user 42 and the user 42 Ensures that service results are available at any time. If it is not solved, the CE (38, 40) can directly check the user 42 system through the CE connection module 58 to determine whether the specific abnormality (S18), the overall configuration of the system and Check the program's normal setting to see if it can be cured or not.

In this case, if the problem of the system is solved by the CE (38, 40), the inspection history is provided as described above (S24), otherwise the service personnel visits directly to provide a business trip (S22), or the user (42) will ask the service center for repairs.

In addition, the consultation processing database 56 stores the system check history through the Internet, that is, user 42 information and problems, processing results, travel repairs, and the like, so that history management can be performed.

Next, the second embodiment of the present invention will be described in detail with reference to Figs.

According to Fig. 4, the diagnostic system includes a web server 60 that performs a CE distribution service, a download service, and a user registration management service, a file server 62 for managing files, and a DB server 64 for managing a database. ), A Remote Access Service (RAS) server 66 for supporting connection to a web server 60 from a remote location via a modem 82, and CEs 68, 70, 72).

The diagnostic system is connected to a remote user 78 through the Internet, a remote user 76 connected through an ISP 74, and a remote user 80 connected to a public communication network through a modem 84. It can be configured to be connected to.

The second embodiment according to the present invention configured as described above is a modem using a remote user 78 connected to an ISP 74 and a telephone line or a dedicated line as well as a remote user 78 directly connected to a diagnostic system via the Internet. The same service is also provided to the remote user 80 connected via 84.

That is, when an error occurs in the user's computer and the service of the operator is needed, the user first executes the remote diagnosis program locally. The program then automatically diagnoses the user's computer status and connects to the server-side CE distribution module to distribute the CE so that the user can receive service. This process will be described in more detail with reference to FIGS. 5 and 6.

First, Fig. 6 shows a characteristic configuration in terms of the function of the second embodiment of the present invention, and will be described by taking the remote user 300, which is one example representatively representing the remote users 76, 78, and 80 for convenience. .

In the remote user 300, the system communication module 86 for requesting the CE distribution and returning the information, the system diagnostic module 88 for providing the computer specification information, and the remote control module for receiving the control information of the system from the CE. 90, and a system response module 92 in which real time communication with the CE is made.

The server 200 manages registration information such as a user's name, gender, telephone number, address, and e-mail, and has a user registration management module 94 and a DB for providing a diagnostic program. System storage module 96 for recording and providing information such as status / connection for CE, server-side distribution module 98 for performing functions such as CE search / status recording / providing information, and maintenance and repair of the system. It is equipped with a system communication module 102 that is provided with information about the system maintenance module 100 and system specifications in charge, and provides remote information and data, and includes a CE 108 that actually diagnoses and repairs a computer system. do. The system communication module 102 is provided with a remote control module 104 and a system response module 106.

The specific functional flow of the structural example made as mentioned above is demonstrated with reference to FIG.

First, a remote user 300 as a user accesses a website using a browser (S30) and inputs the information as shown in Table 1 above into a user registration management module 94 to register as a member (S32). Then, after connecting to the DB to authenticate the user and record the information to the system storage module 96 (S34) and return the user information to the user registration management module 94 (S36),

User properties Korean name Field name Type length Default Remarks User number USER_NO INT NOT NULL User ID USER_ID VARCHAR (10) NOT NULL PRIMARY KEY User Password PASSWORD VARCHAR (10) NOT NULL username NAME VARCHAR (30) NOT NULL Resident registration number ID_NO VARCHAR (30) NOT NULL age AGE SMALLINT NULL address ADDRESS VARCHAR (40) NULL City of residence CITY VARCHAR (20) NULL Degree STATE VARCHAR (20) NULL country COUNTRY VARCHAR (20) NULL Contact PHONE VARCHAR (20) NOT NULL fax FAX VARCHAR (20) NULL e-mail EMAIL VARCHAR (30) NOT NULL Computer model PC_TYPE VARCHAR (20) NULL Enrollment REG DATE DATETIME NULL

At this time, the remote user 300 downloads the diagnostic program (S38).

When the remote user 300 installs and executes the diagnostic program, the remote user 300 is connected to the system for the online service, and requests the CE distribution from the server-side distribution module 98 to check the system (S40). The system storage module 96 authenticates the user's identity, accesses the DB, checks the CE account information as shown in Table 2 below, and searches for the pending CE (S42). After returning to the CE) (S44) after changing the state record of the CE (operation in standby) is provided to the system communication module 86 of the remote user 300 (S46).

CE Account Information Korean name Field name Type length Default Remarks Number of ce CE_NO VARCHAR (20) NOT NULL CE's account CE_ID VARCHAR (10) NOT NULL PRIMARY KEY Name of CE CE_NAME VARCHAR (20) NOT NULL CE password CE_PASSWORD VARCHAR (10) NOT NULL Classification of CE CE_CATEGORY SMALLINT NOT NULL

The system diagnostic module 88 is connected to the system communication module 102 one-to-one by the provided CE information to provide information about hardware and software corresponding to the basic specifications of the computer of the remote user 300 (S48). The above information may include CPU model and speed, memory capacity and usage status, hard disk capacity and usage status, system template fold file status, and internet template fold file status. For reference, a table representing the current working status of the CE can be managed as shown in Table 3 below. Table 3 shows an example in which general information on CE, work time, and user are provided.

CE working condition Korean name Field name Type length Default Remarks Work CE Number STATUS_NO INT NOT NULL CE account in action CE_ID VARCHAR (10) NOT NULL PRIMARY KEY CE working status CE_FLAG SMALLINT NULL CE start time START_TIME DATETIME NOT NULL Username served by CE USER_ID VARCHAR (10) NOT NULL CE current IP CE_IP VARCHAR (20) NOT NULL CE classification CE CATEGORY SMALLINT NOT NULL

At this time, the remote control module 104 is executed such that the specification information is grasped by the CE 108 (S50), and the remote control information is transmitted to the remote control module 90 of the remote user 300 as a user (S52). In addition, a data file and the like are transmitted to the user side (S54). Accordingly, if it is necessary to further diagnose the computer system of the remote user 300, the system 108 of the CE 108 is provided in a full screen manner by providing the system interface of the user to the remote control module 104 (S56). Your computer system. In this case, it is necessary to obtain approval through a remote user 300 and an agreement in advance, and it is preferable to solve the problem after obtaining such approval.

Specific diagnostic contents may include the following items. First, the computer of the remote user 300 may be controlled to repair software and hardware failures, and the 'Windows / temp' and 'Windows / Temporary Internet Files' folders may be used. Shows the number and capacity of temporary files in the directory. You can delete these files. In addition, a separate function button is provided for quick execution of 'msinfo32', 'msconfig' and the like on the remote user 300 side.

In addition, it is possible to set the related items by opening the system setting properties box in the control panel, and has a separate function button indicating 'Ctrl + Alt + Del' to allow the system of the remote user 300 to be restarted. Also, virus check, program installation status check, system upgrade, file transfer are performed, and 'log' file can be created by executing network command. Examples of network command used at this time are 'ping-t', 'tracert' ',' route print ',' net /? 'and' nbstat '.

At the same time, the CE 108 may diagnose and repair the computer system while chatting with the remote user 300 via text and voice in real time (S58). That is, the failure situation, the damage situation due to the failure, the depth of resolution required by the remote user 300, and the contents may be included. The conversation that takes place at this time needs to be encrypted and compressed. Such diagnosis and repair details can be provided as shown in Table 4 below, and it is necessary to record the details of the failure, computer specifications, and processing results and use them as future search data.

CE problem handling situation Korean name Field name Type length Default Remarks User issue number QUESTION_NO VARCHAR (20) NOT NULL PRIMARY KEY CE number CE_NO VARCHAR (10) NULL User name you raised USER_ID VARCHAR (10) NOT NULL User problem QUESTION_DESC VARCHAR (225) NOT NULL How to deal with user problems SOLUTION VARCHAR (225) NULL User problem handling result RESULT VARCHAR (225) NULL Start time START_TIME DATETIME NULL End time FINISH_TIME DATETIME NULL Text chat content CHAT TEXT NULL Remarks REMARK TEXT NULL

When the diagnosis and repair of the computer system are performed through these steps, the system communication module 102 stores the access record and the connection result from the login to the logout so far as shown in Table 5 below. Upon termination, the DB changes the CE state (S60). In addition, it is possible to implement a work log that can grasp the working status of the CE as shown in Table 6 below.

User Login / Logout Properties Korean name Field name Type length Default Remarks Registration Number LOGIN_ID INT NOT NULL PRIMARY KEY Registered Username USER_ID VARCHAR (10) NOT NULL Registration time LOGIN_TIME DATETIME NOT NULL End time LOGOUT_TIME DATETIME NOT NULL CE in service CE_NO VARCHAR (20) NULL

CE's online journal Korean name Field name Type length Default Remarks Journal number LOG_NO INT PRIMARY KEY CE Account Name CE_ID VARCHAR (10) NOT NULL CE status CE_STATUS CHAR (10) NULL CE working state start time START_TIME DATETIME NOT NULL

Service Assessment for CE Korean name Field name Type length Default Remarks Registration Number COMMENT_ID INT NOT NULL PRIMARY KEY User Name Received Service USER_ID VARCHAR (10) NOT NULL CE NO in service CE_NO VARCHAR (20) NOT NULL The time when the user evaluated the CE COMMENT_TIME DATETIME NOT NULL Evaluation grade for user CE COMMENT_GRADE SMALLINT NULL

The remote control module 90 provides the received evaluation information to the remote control module 104 as shown in Table 7 above.

According to the embodiment of the present invention and when the abnormal operation, hardware damage, etc. caused by the software of various computer systems supplied to the general person or company is automatically connected to the diagnostic system and the check is made, a quick computer check can be made. There is an advantage to this.

In addition, since the inspection of various systems can be performed through the Internet, the inspection of computer systems in Korea as well as overseas is performed through a communication network such as the Internet, so that global sales activities can be developed.

Therefore, according to the present invention, a problem of a computer system is solved automatically or by CE in a state in which a computer system is connected to a diagnosis system through a communication network such as the Internet in real time, thereby providing a convenient and quick service.

In addition, there is no need to secure a separate office, manpower, etc. for the service, and the cost is reduced, and since the service is performed online, it is possible to save time and create economic benefits by doing so. have.

In addition, since the whole country or the world can be placed within a single service area through a communication network, wide area service can be achieved to secure competitiveness.

Although the present invention has been described in detail only with respect to the described embodiments, it will be apparent to those skilled in the art that various modifications and variations are possible within the technical scope of the present invention, and such modifications and modifications are within the scope of the appended claims.

Claims (11)

Connecting a computer system to a site for diagnosing a problem such as an abnormal operation of the computer system through the Internet; Confirming whether the computer system is registered as a customer of the site; A help desk operation step of checking an existing system information for checking if the customer is registered as a customer and performing a check according to a corresponding specification; Receiving information about a desired requirement or problem from the computer system; Running a diagnostic program for checking the computer system with reference to the computer system specification and the requirements or problems; Solving the problem of the computer system by the diagnostic program; And Inspecting the computer system and providing a checklist for solving the problem through the Internet; Computer system diagnostic method through the Internet, characterized in that it comprises a. The method of claim 1, The computer system has a built-in access program, and when an error occurs, the computer system diagnostic method via the Internet, characterized in that the automatic connection to the diagnostic system. The method of claim 1, The user information includes a computer system specification and purchase information, personal details or information such as vendor name computer system diagnostic method characterized in that it comprises. The method of claim 1, The diagnostic program is a method for diagnosing a computer system through the Internet, characterized in that it is checked whether or not software damage of various application programs installed in the computer system, and the normal operation on the configured hardware function. The method of claim 1, And if the problem is not solved by the diagnostic program, the computer system is directly checked by a computer expert. The method of claim 1, The check list includes a check for hardware abnormalities of the computer system, damaged parts of software, or an infection problem caused by a virus, and the like. Accessing the online diagnosis site and receiving an application for membership registration, wherein the registration application is authenticated and user information is recorded; Downloading a program for diagnosing a computer from the site; Requiring the distribution of computer experts after the program is executed and installed; Retrieving the identity of the user and determining whether the user is a registered member, and if the registered member is found, searching for the waiting computer expert; Guiding the user after recording and changing the state of the computer expert from the standby state to the working state; Connecting one-to-one with a guided computer expert to provide basic information about a user's computer; Executing remote control by a computer expert based on the computer information, and providing the remote control information and a data file; And Transmitting a system interface from a user to a computer expert to check and heal the computer system; Computer system diagnostic method through the Internet, characterized in that the provided. The method of claim 7, wherein And wherein the basic information is information about basic specifications of the computer system. The method of claim 7, wherein The system interface is provided, wherein a virus check, reboot, system on / off, etc. of the computer system are performed. The method of claim 7, wherein And the computer expert and the user exchange information by text or voice chat, and the diagnosis is performed by the computer expert. A plurality of computer experts performing online diagnostic services, a web server performing a distribution service, a download service, and a user registration management service of the computer experts, a file server managing a file, a DB server managing a database, A diagnostic system having a RAS server for supporting a connection to the web server from a remote place through a modem; And A remote user connected to the diagnosis system through a communication network and requesting an inspection of an abnormality of the computer system; System for diagnosing a computer system via the Internet, characterized in that the provided.