TWI378698B - Remote-end assisting method and system thereof - Google Patents

Description

1378698

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TW4937PA Nine, invention description: [Technical field to which the invention pertains] The present invention relates to a communication system, and in particular to a remote assistance system for implementing a remote assistance function. [Prior Art] In the current era of rapid technological development, many communication technologies are widely used in many applications to facilitate people's daily life. In one application, the customer service department of the electronics supplier provides product operation assistance services to remote users who are unable to use the electronic products they supply. In the existing common technology, remote electronic users need to obtain operation instructions and assistance from the customer service department through communication links such as indoor telephone, mobile phone or network. However, how to use existing communication technologies to design a more convenient and easy-to-use remote assistance system is one of the industry's constant efforts. SUMMARY OF THE INVENTION The present invention is directed to a remote assistance system in which a helper device (ie, a device operated by a user terminal) provides ticket information to a server device of a remote assistance system in response to a help event. Assist the end device. In this way, the assisting device can log in to the helper device according to the ticket information to assist the helper device in troubleshooting the operation. According to the present invention, a remote assistance method is proposed for remote assistance 1378698

TW4937PA, system. The remote assistance system includes a server device, a helper device, and a helper device. The remote assistance method includes the following steps. First, in response to the help event, the ticket information is encrypted according to the first key (Key) to provide the first encrypted ticket information to the server device. Then, according to the second key, the first encrypted ticket information provided by the helper device is decoded to obtain the ticket information. Thereafter, the decoded ticket information is provided to the assisting device, whereby the assisting device can log in to the helper device and perform remote assistance operations. • According to the present invention, a remote assistance system is provided, including a helper device, a server device, and a Assist device. The helper device has a first key, and the helper device encrypts the ticket information according to the first key in response to the help event to provide the first encrypted ticket information. The server device has a second key, and the server device decodes the first encrypted ticket information according to the second key to decode and provide the ticket information. The assisting device receives the ticket information provided by the server device, whereby the assisting device can log in to the helper device and perform remote assistance operations. • According to the present invention, a remote assistance system is provided for communicating with the assisting device. The remote assistance system includes a helper device and a server device. The helper device has a first key, and the helper device encrypts the ticket information according to the first key in response to the help event to provide the first encrypted ticket information. The server device has a second key, and the server device decodes the first encrypted ticket information according to the second key to decode and provide the ticket information to the assisting device. Thereby, the assisting device can log in to the helper device and perform remote assistance operations. 1378698

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TW4937PA In order to make the above description of the present invention more comprehensible, a preferred embodiment will be described below in detail with reference to the accompanying drawings: * [Embodiment] Please refer to FIG. 1 and FIG. 2, 1 is a block diagram of a remote assistance system in accordance with an embodiment of the present invention, and FIG. 2 is a sequence diagram showing the operation of FIG. 1. The remote assistance system 1 includes a helper device 12, a server device 14, and a Assist device 16. For example, the helper device 12 is a home appliance that is connected to the network through a Home Gateway. Thus, the helper device 12 has remote operation functions that can perform corresponding operations in response to instructions provided via the network and the home gateway. In one example, the electronic home appliance is, for example, a digital television device. The helper device 12 has a Key KeyN. The help-seeking device 12 responds to the help event Eh, encrypts the ticket information IT according to the key KeyN to provide the encrypted ticket information __|< and the help instruction Chp. For example, the ticket information information includes, for example, user account information, password information, and network address (IP) address information. The help event Eh is, for example, an event in which the user activates the help control button on the control panel of the helper device 12. The server device 14' has a key Keys. The server device 14 responds to the help command Chp ’ to decode the encrypted ticket information k k according to the gold painted KeyS to decode the ticket information IT. - In one example, the helper device 12 further includes a device serial number SN and is responsive to the help event providing device serial number SN to the server device 14. And 1378698 I »

The key KeyS of the TW4937PA helper device 12 and the key KeyN of the server device 14 satisfy, for example:

KeyN = Hash(KeyS || SN) In this way, through the hash operation, the server device 14 can generate the key KeyN according to the key sequence SN that it has and the device serial number SN provided by the helper device 彳2, and according to The ticket information IT is generated by decoding the encrypted ticket information 丨T_k. The server device 14 further provides the decoded ticket information 丨T to the coordinating device 16, so that the assisting device 16 can log in to the requesting device 12 according to the ticket information 丨T and perform remote assistance operation. In one example, a data transfer operation between the server device 14 and the facilitator device 16 is protected by, for example, an application authentication code (Authentication Code) mechanism. In the captcha mechanism, the server device 14 dynamically generates the verification code Rn and provides the verification code Rn to the assisting device 16 via a specific communication channel C.

For example, this communication channel C can be a network transmission channel and a Global System for Mobile Communication (GSM) communication channel. The verification code Rn can transmit the verification code Rn via a communication protocol (e.g., an e-mail, a network voice message, a telephone system news message, or a telephone system message) transmitted using the aforementioned communication channel. ° The assisting device 16 receives the verification code Rn and correspondingly returns the response information SR n to log in to the server device upon receiving the verification R η. In the second example, the assisting device 16 directly transmits the signal to the server. The verification code 2 response message SRn is transmitted back to the server device 14 to log in as 8 1378698

After the ticket information in the device device 14, the response to the poor SRn decided that the 'assisted device 16 can obtain the vocabulary and log in to the help device 12, and the ife will always enter d? ΒΛ山 to assist it. Use operation. In this embodiment, the case where the server device 14 and the assisting device 16 transmit the verification code Rn, the response information tearing, and the ticket information IT via the communication channel c is taken as an example. The remote assistance system 1 is not limited to this. In another example, the servo device 14 of the present embodiment can also transmit ticket information IT through a multi-channel path (Mu丨tjp丨e Channe|s). Referring to Figure 3, another block diagram of a remote assistance system in accordance with an embodiment of the present invention is shown. In this example, the system between the server device 24 and the assist device 26 includes m communication channels ci, 〇 2, ..., Cm, m being a natural number greater than one. The server device 24 provides the verification code Rni_Rnm to the assisting end device 26 via the m communication channels Cl-Cm. Please refer to Fig. 4, which shows the operation sequence diagram of Fig. 3. For example, the verification code Rn1-Rnm has different data values. In this example, the 'assisted end device 26' may be correspondingly generated according to any one of the sub-sets of the verification code Rni_Rnm (for example, the verification code {Rn3}, {Rn1, Rn2}, or {Rn1, Rn3}, etc.). The response message SRn is passed back to the server device 24' to complete the authentication operation between the server device 24 and the assist device 26. In the present embodiment, only the application verification mechanism is used to protect the data transfer operation between the server device 14 and the assist device 16 as an example 1378698 I.

TW4937PA ‘ . The remote assistance system 1 of the present embodiment is not limited thereto, and the data transmission operation between the server device 14 and the assisting device 16 can be protected by other forms of mechanism. Referring to Figures 5 and 6, Figure 5 is a block diagram of a remote assistance system in accordance with an embodiment of the present invention. Figure 6 is an operational sequence diagram of Figure 5. In this example, the data transfer operation between the server device 34 and the facilitator device 36 is protected via a Secret Sharing mechanism. The server device 34 encrypts the door # ticket information 丨T with a gold record SK to obtain the encrypted ticket information 丨T_SK. For example, 'encrypted ticket information 丨T__SK includes account information and key SK exclusive or (Exclusive OR) results, password information and gold record SK mutual exclusion or result, 丨P information, time parameter information and password information, account number Information verification of information and IP information. The server device 34 further divides the key SK into j subkeys SK_1, SK_2, ..., SKJ, and sets the key SK, j can be calculated according to the i subkeys of the j subkeys SK_1-SKJ. The natural number of 1, i is a natural number less than j. The server device 34 supplies the sub-gold record SK 1-SKJ and the encrypted ticket information |t_SK to the assisting device 36 via the j communication channels C1', C2', ..., Cj·, respectively. For example, the server device 34 performs the decomposition of the key SK according to the Shamir, s password sharing mechanism. The key SK has a value of 1234, j and i are equal to 6 and 3, respectively, and the server device 34 dynamically sets the parameter a! equals 166 and the parameter az equals 94. Under such conditions, the word service 1378698 TW4937PA device 34 obtains, for example, a polynomial: /(X) = 1234 + qx + α2χ2 = 1234 + 166x + 94x2 with the following conditions: x = l; x = 2; x = 3; x = 4; x = 5; x = 6 Bringing into the above polynomial gives six sets of solutions (x, f(x)): (1,1494), (2,1942), (3,2578), ( 4,3402), (5,4414) and (6,5614).

The six sets of solution sets obtained by the decomposition are respectively used as sub-keys SK-1-SK-6 are respectively supplied to the assisting device 36 via the corresponding communication channel. Assuming that the assisting device 36 receives the subkeys SK_2, SK_5, and SK_6, the assisting device 36 can restore the key SK according to the second, fifth, and sixth pen keys according to the following equation: SK_2 = (x0, ^〇) = (2,1942); ^_4 = = (4,3402); 57i:_ 5 = (x2,y2) = (5,5614); '〇W = x- -χ, X- X- -χ2 _ X -4 -1-λ: + 3^ χο -χι V ~Χ2 2 -4 2-5 6 2 3 ^(x) = X 一Χ〇JC-X- Χ2 X- -2 jc-5 Χ-= 1 2 :--X + 3—χ — 5 X,- -Χ〇-Χ2 4-2 4-5 2 2 X- -Χ〇JC-X- ~χι _ X -2 χ-4 X -: _ 1工二 -一χ - 2χ + 2 — 3 x2 一χ〇χι ~Χ\ ί) -2 5-4 3 /W = Σ = 1942 (for x2-li_;c + 3i} + 3402( -丄:c2 + 3 丄--=〇[6 2 3j 1 2 2 x-5[ + 44lM-x2-2x + 2 =1234 +166x + 94x2 = level +166x + 94jc2 Thus, the assisting device 36 can be The foregoing operation obtains the key SK, and decodes the encrypted ticket information 丨T_SK to obtain the ticket information IT. In the embodiment, the operation of only one Shamir's secret sharing mechanism is taken as an example, but the servo of the embodiment Device 34 and tanning 1378698 I »

The data transmission between the TW4937PA end device 36 is not limited to the use of Shamir's secret sharing mechanism for protection, and the keys SK, i and j are not limited to the above-mentioned *example settings, but can also be used for other secret sharing. The value setting of the mechanism. In the present embodiment, the operation of verifying the identity of the assisting device 16 of the requesting device 12 is verified by the requesting device 12 to provide the verification code Rn to the assisting device 16 as an example. However, the present embodiment is far away. The end assistance system 1 is not limited to this. Please refer to FIG. 7 and FIG. 8. FIG. 7 is still another block diagram of the remote assistance system according to an embodiment of the present invention, and FIG. 8 is a sequence diagram of the operation of FIG. In another example, the server device 44 provides the authentication code Rn" to the helper device 42, and provides the authentication code Rnn to the assist device 46 via the helper device 42. Thereafter, the assisting device 46 generates the return message SRn' to the server device 44 based on the verification code Rn" provided by the requesting device 42 to log in to the server device 44. Thus, the assisting device 46 can also obtain the ticket information IT from the server device 44 to log in to the helper device 32. In the present embodiment, only the case where the server device 14 and the helper device 12 are encrypted by the fixed keys KeyN and KeyS is used as an example. However, the encryption between the server device 14 and the helper device 12 is performed. The operation is not limited to this. Referring to Figure 9, there is shown a further diagram of a remote assistance system in accordance with an embodiment of the present invention. In another example, the verification code Rn" is generated by the helper device 42' and provided to the server device 44' and the assisting device i s] 1378698 » *

TW4937PA 46'. Thereafter, the assisting device 46' provides the verification code Rn" to the server device 44 to obtain the ticket information IT and to log in to the helper device 44·. Please refer to FIG. 10 and FIG. 11 , FIG. 10 is a further block diagram of the remote assistance system according to the embodiment of the present invention, and FIG. 11 is a sequence diagram of operations of FIG. In another example, after the server device 54 obtains the key KeyN according to the device serial number SN, the server device 54 dynamically generates the dynamic key SK and provides mutual exclusion or result of the dynamic key SK' and the key KeyN. Sxr to the helper device 52. Thus, the helper device 52 can obtain the dynamic key SK' based on the mutual exclusion or result Sxr, and encrypt the ticket information IT accordingly, and provide the encrypted ticket information IT_SK' to the server device 54. In one example, the server device 54 further provides time parameter information and time parameters and hash verification information of the dynamic key SK to the helper device 52 to verify the dynamic key SK. Next, server device 54 performs substantially the same operations as server device 34 to provide encrypted ticket information IT_SK' to assist device 56 via Shamir's password sharing mechanism. Thus, the assisting device 56 can access and log in to the helper device 52 based on the ticket information 丨T_SK. In the present embodiment, the communication transmission between the helper device 12 and the server device 14 is exemplified by the application of the key of the mechanism of the hash operation and the symmetric encryption. The communication transmission between the terminal device 12 and the server device 14 is not limited thereto. In other examples, the transmission between the helper device 12 and the server device 14 may also be encrypted by means of a public key cryptosystem. 13 1378698

TW4937PA In summary, although the invention has been described above in terms of a preferred embodiment, it is not intended to limit the invention. It will be apparent to those skilled in the art that various changes and modifications can be made without departing from the spirit and scope of the invention. Therefore, the scope of the invention is defined by the scope of the appended claims. t S3

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TW4937PA [Simple description of the diagram] Figure 1 shows the EI Ming map. Figure 2 is a diagram showing the third drawing in accordance with the block diagram. An operational sequence diagram of the block diagram of the remote assistance system of the embodiment of the present invention. Another fourth drawing of the remote assistance system of the embodiment of the present invention shows an operational sequence diagram of the Desc. Fig. 5 is a block diagram showing the remote assistance system of the embodiment of the present invention. Figure 6 is a sequence diagram showing the operation of Figure 5. A further block diagram of a remote assistance system in accordance with an embodiment of the present invention. The eighth (10) shows the operation sequence diagram of Fig. 7. Figure 9 is a further block diagram of a remote assistance system that is not in accordance with an embodiment of the present invention. Figure 10 is a block diagram of a remote assistance system in accordance with an embodiment of the present invention. Figure 11 is a diagram showing the operation sequence of the graph. [Description of main component symbols] 1, 2, 3, 4, 5: Remote assistance systems 12, 22, 32, 42, 42, 52: Help device 14, 24, 34, 44, 44', 54: Servo Device 16, 26, 36, 46, 46, 56: Assisted device C, Cm-Cm, C1', Cj1, C1", Cj": communication channel

Claims (1)

1378698 101.06.06 Revisions & page^ λ · t « Ct I 丨· n I m ZUi Z/0/0_l 中 复0t repair it X. Patent application scope: ι· ~~ kinds of remote assistance The method is applied to a remote assistance system, the remote assistance system includes a server device 'a helper device and a helper device'. The remote assistance method includes: (a) receiving a first encrypted ticket (Ticket) Information and a device serial number information 'The first encrypted ticket information is generated by the helper device in response to a help-seeking event, and the ticket information is secretly generated according to a first key (Key); (b) Obtaining the first golden round ' according to the device serial number information and a second key operation, and decoding the first encrypted ticket information provided by the requesting device according to the first key to decode the ticket information; and (c Providing the decoded ticket information to the assisting device, and the s-assisted device can log in to the helper device and perform remote assistance operation. • Medium—The remote assistance method described in item 1 of the patent application, in the order. The hash operation is performed in step (b) to obtain the first key according to the device and the second key operation. 3 中 勺 · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · ········································· The assisting device is used to respond to the authentication information according to the certification of 0971, he 13 1013214009-0 1378698 _ 101 June 2006 shuttle replacement page 2012/6/6_la application & Determining whether the response information is received to determine whether the assisting device is authenticated successfully, and if so, performing step (C). 4. The remote assistance method of claim 1, wherein the method further comprises: (d) generating an authentication information; (e) transmitting the authentication information to the assisting device via a multi-channel path (Muliipe Channels) And the assisting device is configured to: return a response message according to the authentication information; and (f) determine whether the response information is received to determine whether the assisting device is authenticated successfully, and if yes, perform step (c). 5. The remote assistance method of claim 1, wherein the method further comprises: (d) generating an authentication information; (e) providing the authentication information to the assisting device via the helper device, the assisting end The device is configured to return a response message according to the authentication information; and (f) determine whether the response information is received to determine whether the assisting device is authenticated successfully, and if yes, perform step (c). 6. The remote assistance method as described in claim 1, wherein the step (c) further comprises: 097148113 1013214009-0 17 1378698 Correction of the replacement of the 百2〇ma application & correction (c1) Generating and encrypting the ticket information according to a third key to generate a second encrypted ticket information; (c2) decomposing the third key according to a secret sharing mechanism to obtain an N-segment key Information, N is a natural number greater than 1; and (C3) transmitting the N-disassembly key information and the second encrypted ticket information to the assisting device via N communication channels. 7. The remote assistance method according to claim 6, wherein the assisting end device synthesizes the third key according to at least the decomposed key information of the N pieces of decomposed key information, and according to the The third key decodes the second encrypted ticket information to obtain the ticket information, and is less than the natural number of Ν. 8. The remote assistance method according to claim 1, wherein the method further comprises: (d) generating an authentication information; (e) providing the authentication information to the helper device; (1) providing the helper device to receive The authentication information is sent to the assisting device, and the assisting device provides a response message to the server device according to the authentication information; and (g) determining whether the response information is received to determine whether the assisting device is successfully authenticated, and , perform step (c). 097148113 1013214009-0 18 1378698 _: June 06, 2011 Shuttle replacement page 2012/6/6_la application & Amendment 9. The remote assistance method of claim 1, wherein the first gold Recorded as a public key (Public Key). 10. A remote assistance system, comprising: a helper device having a first key (Key), the helper device responding to a help event, and performing a ticket information according to the first key Encrypted to provide a first encrypted ticket information, the helper device further generates a device serial number information; _ a server device having a second key, the server device according to the device serial number information and a first The second key operation obtains the first key, and decodes the first encrypted ticket information according to the first key to decode and provide the ticket information; and a assisting device that receives the server device to provide The ticket information can thereby enable the assisting device to log in to the helper device and perform remote assistance operations. 11. The remote assistance system of claim 10, wherein the server device performs a hash operation based on the device serial number information and the second key to obtain the first key. 12. The remote assistance system of claim 10, wherein: the server device further generates an authentication information, and sends the authentication information to the assisting device via a single channel (Single Channel), 097148113 1013214009-0 Ϊ378698 ---:—:—June 06, 2011 Revision Replacement Page 2011/6/6_la Recover & Correction Assist Device is used to return a response message based on the authentication information; and the servo The device further determines whether the response information is received to determine whether the assisting device is successfully authenticated. When the server device receives the response information, the server device determines that the assisting device successfully authenticates and provides the ticket information. To the assisting device. 13. The remote assistance system of claim 1, wherein: the server device generates an authentication message and sends the authentication information to the assisting device via a multi-channel path (Multiple Channel), The assisting device is configured to return a response message according to the authentication information; and the server device further determines whether the response information is received to determine whether the assisting device is successfully authenticated when the server device receives the response information. The server device determines that the assisting device is successfully authenticated and provides the ticket information to the assisting device. 14. The remote assistance system according to claim 1, wherein: generating an authentication information And providing the authentication information to the assisting device via the helper device, wherein the assisting device is configured to return a response message according to the authentication information; and the word server device further determines whether the response information is received to determine the Whether the assisting device successfully authenticates 'when the server device receives the response information', the server device determines the assisting device Card successfully, and put 1013214009-0 097,148,113 201,378,698 _ 101 years June 6 by being replaced Page 2012/6 / 6Ja complex Shen & correction Ticket information for the assistance to the end device. 15. The remote assistance system of claim 14, wherein: generating the authentication information is generated by the server device or the helper device. 16. The remote assistance system of claim 10, wherein: the server device generates and encrypts the ticket information according to a third key to generate a second encrypted ticket information; the server The device further decomposes the third key according to a secret sharing mechanism to obtain N decomposed key information, where N is a natural number greater than 1; the server device further sends the N decomposed gold via N communication channels. The key information and the second encrypted ticket information are sent to the assisting device. 17. The remote assistance system according to claim 16 , wherein the assisting device is configured to obtain the third key according to at least the decryption key information of the N pieces of decomposed key information, and according to the The third key decodes the second encrypted ticket information to obtain the ticket information, which is a natural number smaller than Ν. 18. The remote assistance system as described in claim 10, 097148113 1013214009-0 21 1378698 revised on June 06, 101, replaces the 2012/6/6_la application & corrections: the server device is more The authentication information provides the authentication information to the helper device; the helper device provides the authentication information to the assisting device, and the assisting device provides a response message to the server device according to the authentication information; and the servo The device further determines whether the response information is received to determine whether the assisting device is successfully authenticated. When the server device receives the response information, the server device determines that the assisting device successfully authenticates and provides the ticket information. To the assisting device. 19. The remote assistance system of claim 10, wherein the first record is a public key. 20. A remote assistance system for communicating with a helper device and a helper device, the remote assistance system comprising: a server device receiving the first encrypted ticket provided by the helper device ( The ticket information and a device serial number information, wherein the helper device encrypts a ticket information according to a first key (Key) in response to a help event to generate the first encrypted ticket; wherein the server The device performs an operation operation to generate the first key according to the device serial number information and a second key, and decodes the first encrypted ticket information according to the first key to decode and provide the Ticket information to the assisting device, whereby the assisting device can log in to 097148113 1013214009-0 22 1378698 _ June 06, 2006 nuclear replacement page 2012/6/6_la application & correct the help device, and Perform remote assistance operations. 21. The remote assistance system of claim 20, wherein the server device performs a hash operation based on the device serial number information and the second key to calculate the first key. 22. The remote assistance system of claim 20, wherein: the server device further generates an authentication information, and sends the authentication information to the assisting device via a single channel (Single Channel), The assisting device is configured to return a response message based on the authentication information; and the server device further determines whether the response information is received to determine whether the assisting device is successfully authenticated, and when the server device receives the response information The server device determines that the assisting device is successfully authenticated and provides the ticket information to the assisting device. 23. The remote assistance system of claim 20, wherein: the server device further generates an authentication information, and sends the authentication information to the assisting device via a multi-channel path (Multiple Channel), The assisting device is configured to return a response message according to the authentication information; and the server device further determines whether the response information is received to determine whether the assisting device is successfully authenticated, and when the server device receives the response information The server device determines that the assisting device is successfully verified, and proposes 097148113 1013214009-0 23 1378698 on June 06, 101, according to the replacement page 2012/6/6_la, the application of the ticket information to the assistance terminal Device. 24. The remote assistance system of claim 20, wherein: generating an authentication information, and providing the authentication information to the assisting device via the helper device, the assisting device is configured to perform the authentication according to the authentication device The information is returned to the response information; and the server device further determines whether the response information is received to determine whether the assisting device is successfully authenticated. When the server device receives the response information, the server device determines the assistance. The end device is successfully verified and provides the ticket information to the assisting device. 25. The remote assistance system of claim 24, wherein: generating the authentication information is generated by the server device or the helper device. 26. The remote assistance system of claim 20, wherein: the server device generates and encrypts the ticket information according to a third key to generate a second encrypted ticket information; the server The device further decomposes the third key according to a secret sharing mechanism to obtain N pieces of decomposition key information, N is a natural number greater than 1; 097148113 1013214009-0 24 1378698 __ June 06, 2006 nuclear replacement The 2012/6/6_la application & correcting server device further transmits the N-disassembly key information and the second encrypted ticket information to the assisting device via N communication channels. 27. The remote assistance system according to claim 26, wherein the assisting device is configured to obtain the third key according to at least the decryption key information of the N pieces of decomposed key information, and according to the The third key decodes the second encrypted ticket information to obtain the ticket information, which is a natural number smaller than Ν. g. The remote assistance system of claim 20, wherein: the server device further generates a certification information to provide the authentication information to the helper device; the helper device provides the authentication information to the Assisting the end device, the assisting device providing a response message to the server device according to the authentication information; and the server device further determining whether the response information is received to determine whether the I assisting device is successfully authenticated when the servo When the device receives the response information, the server device determines that the assisting device successfully authenticates and provides the ticket information to the assisting device. 29. The remote assistance system of claim 20, wherein the first key is a public key. 097148113 1013214009-0 25