TW475109B - Method and system for automated technical support for computers - Google Patents

Method and system for automated technical support for computers

Info

Publication number
TW475109B
TW475109B TW089116884A TW89116884A TW475109B TW 475109 B TW475109 B TW 475109B TW 089116884 A TW089116884 A TW 089116884A TW 89116884 A TW89116884 A TW 89116884A TW 475109 B TW475109 B TW 475109B
Authority
TW
Taiwan
Prior art keywords
service
computer
operating system
computer system
predetermined
Prior art date
Application number
TW089116884A
Other languages
Chinese (zh)
Inventor
Thomas Vrhel Jr
Gary D Huber
Roy W Stedman
James Van Artsdalen
Krishnamurthy Venkatramani
Original Assignee
Dell Products Lp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US09/377,726 external-priority patent/US6560726B1/en
Priority claimed from US09/413,422 external-priority patent/US6606716B1/en
Application filed by Dell Products Lp filed Critical Dell Products Lp
Application granted granted Critical
Publication of TW475109B publication Critical patent/TW475109B/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0751—Error or fault detection not based on redundancy
    • G06F11/0754—Error or fault detection not based on redundancy by exceeding limits
    • G06F11/0757—Error or fault detection not based on redundancy by exceeding limits by exceeding a time limit, i.e. time-out, e.g. watchdogs
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/22—Microcontrol or microprogram arrangements
    • G06F9/26—Address formation of the next micro-instruction ; Microprogram storage or retrieval arrangements
    • G06F9/262—Arrangements for next microinstruction selection
    • G06F9/268—Microinstruction selection not based on processing results, e.g. interrupt, patch, first cycle store, diagnostic programs
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/44—Arrangements for executing specific programs
    • G06F9/4401—Bootstrapping
    • G06F9/4406—Loading of operating system

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Software Systems (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Quality & Reliability (AREA)
  • Computer Security & Cryptography (AREA)
  • Debugging And Monitoring (AREA)
  • Stored Programmes (AREA)
  • Hardware Redundancy (AREA)

Abstract

Method and system for integrated support for solving problems with personal computer systems comprises monitoring operating system functionality to determine if a computer system failure exists, to identify the computer system failure and to provide a solution of the computer system failure. Watchdog timers compare the time of hardware and operating system functionality, such as boot sequence operation, against predetermined time periods to determine whether or not a computer failure exists. A computer system failure is determined if a watchdog timer expires upon completion of a predetermined time period without being cleared. A hardware problem is identified on initial boot if the watchdog timer is not cleared by an operating system service routine. An operating system hang-up is determined if a watchdog timer is not cleared by an application run in association with the operating system. If a computer failure is detected, a service mode is initiated with a service mode operating system to allow in-depth analysis and problem resolution. Service mode operation is also monitored to detect problems. A service button also provides a user interface to request support. Pressing of the service button causes a bit to be set in a register in the chip set. Setting of the bit generates an interrupt signal that is received and processed in a manner dependent on whether the computer system is in a booting state or a non-booting state. If the computer system is in a booting state, a predetermined bit in the chip set is checked at a predetermined point in the booting sequence, and if set, a service application is initiated at that time. If the computer is not in a booting state, a second interrupt is generated, causing the service application to be initiated. A timer is initiated substantially with pressing of the service button, and if the service application reaches a predetermined point before the timer reaches a predetermined value, it will clear the timer. If not, the system will follow a predetermined reboot protocol.
TW089116884A 1999-08-19 2000-10-24 Method and system for automated technical support for computers TW475109B (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/377,726 US6560726B1 (en) 1999-08-19 1999-08-19 Method and system for automated technical support for computers
US09/413,422 US6606716B1 (en) 1999-10-06 1999-10-06 Method and system for automated technical support for computers

Publications (1)

Publication Number Publication Date
TW475109B true TW475109B (en) 2002-02-01

Family

ID=27007937

Family Applications (1)

Application Number Title Priority Date Filing Date
TW089116884A TW475109B (en) 1999-08-19 2000-10-24 Method and system for automated technical support for computers

Country Status (14)

Country Link
JP (1) JP2001092689A (en)
KR (1) KR100831117B1 (en)
CN (2) CN100587669C (en)
AU (1) AU777613B2 (en)
BR (1) BR0003641A (en)
DE (1) DE10040421B4 (en)
FR (1) FR2797697B1 (en)
GB (1) GB2356271B (en)
HK (1) HK1078358A1 (en)
IE (1) IE20000602A1 (en)
IT (1) IT1320595B1 (en)
MY (1) MY121164A (en)
SG (1) SG93253A1 (en)
TW (1) TW475109B (en)

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6606716B1 (en) 1999-10-06 2003-08-12 Dell Usa, L.P. Method and system for automated technical support for computers
US6760708B1 (en) 1999-08-19 2004-07-06 Dell Products L.P. Method and system for migrating stored data to a build-to-order computing system
US6560726B1 (en) 1999-08-19 2003-05-06 Dell Usa, L.P. Method and system for automated technical support for computers
US6574615B1 (en) 1999-10-06 2003-06-03 Dell Usa, L.P. System and method for monitoring support activity
US6598223B1 (en) 1999-10-06 2003-07-22 Dell Usa, L.P. Method and system for installing and testing build-to-order components in a defined configuration computer system
US6539499B1 (en) 1999-10-06 2003-03-25 Dell Usa, L.P. Graphical interface, method, and system for the provision of diagnostic and support services in a computer system
US6556431B1 (en) 1999-10-06 2003-04-29 Dell Usa, L.P. System and method for converting alternating current into direct current
US6563698B1 (en) 1999-10-06 2003-05-13 Dell Usa, L.P. System and method for providing a computer system with a detachable component
US6564220B1 (en) 1999-10-06 2003-05-13 Dell Usa, L.P. System and method for monitoring support activity
US6978307B2 (en) 2001-07-19 2005-12-20 Hewlett-Packard Development Company, L.P. Apparatus and method for providing customer service
CN100399266C (en) * 2005-04-26 2008-07-02 乐金电子（昆山）电脑有限公司 System and method for clearing computer fault
US7627807B2 (en) 2005-04-26 2009-12-01 Arm Limited Monitoring a data processor to detect abnormal operation
CN100394392C (en) * 2005-12-09 2008-06-11 英业达股份有限公司 Computer programe reduction-mode automatic starting control method and system
JP4682937B2 (en) * 2006-07-05 2011-05-11 富士ゼロックス株式会社 Start control circuit
US20080046546A1 (en) * 2006-08-18 2008-02-21 Parmar Pankaj N EFI based mechanism to export platform management capabilities to the OS
US10825089B2 (en) 2007-03-15 2020-11-03 Bgc Partners, Inc. Error detection and recovery in an electronic trading system
JP6597417B2 (en) 2016-03-09 2019-10-30 株式会社リコー Electronic device, recovery method and program

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US4754326A (en) * 1983-10-25 1988-06-28 Keycom Electronic Publishing Method and apparatus for assisting user of information retrieval systems
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US5434963A (en) * 1988-09-03 1995-07-18 Hitachi, Ltd. Method and system of help-information control method and system
US5086501A (en) * 1989-04-17 1992-02-04 Motorola, Inc. Computing system with selective operating voltage and bus speed
US5134580A (en) * 1990-03-22 1992-07-28 International Business Machines Corporation Computer with capability to automatically initialize in a first operating system of choice and reinitialize in a second operating system without computer shutdown
AU661016B2 (en) * 1991-06-26 1995-07-13 Samsung Electronics Co., Ltd. Multiprocessor distributed initialization and self-test system
CA2111693A1 (en) * 1991-10-04 1993-04-15 Charles Cocchiaro Computer graphics system having a pause utility for interactive operations
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KR19990079203A (en) * 1998-04-02 1999-11-05 윤종용 Hangup notification device of computer system
KR100283243B1 (en) * 1998-05-11 2001-03-02 구자홍 How to boot the operating system

Also Published As

Publication number Publication date
CN1297191A (en) 2001-05-30
GB2356271A (en) 2001-05-16
IT1320595B1 (en) 2003-12-10
DE10040421A1 (en) 2001-03-01
CN1208717C (en) 2005-06-29
CN1619492A (en) 2005-05-25
CN100587669C (en) 2010-02-03
BR0003641A (en) 2001-10-09
SG93253A1 (en) 2002-12-17
AU777613B2 (en) 2004-10-21
DE10040421B4 (en) 2006-02-02
ITTO20000805A0 (en) 2000-08-17
JP2001092689A (en) 2001-04-06
FR2797697B1 (en) 2007-02-16
HK1078358A1 (en) 2006-03-10
IE20000602A1 (en) 2001-04-18
ITTO20000805A1 (en) 2002-02-18
AU5350400A (en) 2001-02-22
GB0019866D0 (en) 2000-09-27
KR20010050126A (en) 2001-06-15
FR2797697A1 (en) 2001-02-23
MY121164A (en) 2005-12-30
KR100831117B1 (en) 2008-05-20
GB2356271B (en) 2002-09-04

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Legal Events

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GD4A Issue of patent certificate for granted invention patent
MK4A Expiration of patent term of an invention patent