UA56310C2 - Method for maintenance and repair of computers and the system for realization of the method - Google Patents

Abstract

The proposed method for maintenance and repair of computers consists in using an expert system with information that is periodically updated. The said expert system contains a knowledge base with information on computer software and hardware, indications and codes of failures of computer software and hardware, and procedures used for diagnostics and restoration of normal operation state of computers, and the knowledge base control unit. In order to reduce expenses connected with maintenance and repair of computers, in the knowledge base, a separate information block is defined that is sufficient for diagnostics and restoration of normal operation state of computers practically at all typical failures. The said information block is written on an individual data carrier and used at computer operation sites before applying for help to a service center. The said information block contains codes of failures of computer software and hardware as well as the information that should be transmitted to the service center and contains codes of the failures that can not be removed at the site. The system for realization of the proposed method contains a computer service center and at least one information block isolated from the knowledge base.

Description

Description of the invention

The invention relates to repair, in particular, remote maintenance of mainly personal 2 computers (hereafter PC), and more specifically to diagnostics of the functionality of hardware (hereafter AZ) and software (hereafter software) and repair of mainly software.

The invention is used in conditions where the user's computer can be started at least with the help of a suitable repair medium with the appropriate software, or with the help of an intermediate repair computer, or under the control of a remote service center, provided that this center is called using the specified medium 70 information or the specified repair computer and at least one communication channel functions between such a center and the user's faulty computer.

It should be borne in mind that in relation to the invention, the term "user's computer" - preferably a PC characterized by at least one such failure of at least one hardware and/or at least one software tool that the user cannot detect and/or or remove it yourself; the term "repair expert system" (hereinafter RES) - a software complex that is systematically updated in an interactive mode with the participation of experts, which at least contains: a knowledge base about AZ, a knowledge base about software, a knowledge base about user computer diagnosis and repair scenarios, a database about computer viruses and software tools for their detection and neutralization, and the management system (hereinafter referred to as SBUZ) of the specified knowledge and data bases, and one software tool for connecting a faulty user's computer to the RES; by the term "repair service": firstly, automated diagnostics of at least one user's computer with the detection of defective AZ units for their current or subsequent repair or subsequent replacement and/or with the detection of 29 defective parts of software, Ge) secondly, automatic or "manual" restoration of the operational capability of the AZ, thirdly, preferably automatic restoration of the operational capability of the software, and fourthly, the installation of the temporary "software plugs" specified below on the drivers of those hardware or software tools that, with the help of a used fragment of the RES or the existing full RES undergo repair service because: "-- or the reason for such a failure was not known to the RES on the date of the call, or the RES failed to recognize any new hardware or software tool on the date of the call; o the term "autonomous repair service" means at least part of the repair service of a defective user's computer without the participation of a service center; 3o the term "repair information carrier" (hereinafter RNI) - a hardware tool that is necessary in all cases and in many cases sufficient for autonomous repair service of the user's computer using at least one functionally separated fragment of RES recorded on this carrier, the term "autonomous intermediate repair computer" (hereinafter APRK) - such a hardware device: "which is intended for autonomous repair service of users' computers either at their Z 50 location (mainly in a local computer network), or at such a distance from the locations c of the specified computers, which is usually significantly less than the distance to the nearest service center, and c" which is equipped with at least one suitable RNI, on which at least one functionally separated fragment of RES is recorded; the term "standard software" - operating systems (hereinafter OS) MUipdomuv, Opih, etc., software complexes Misgozoii OpPise, I oiiz Ztagiziye, etc., and the term "standard hardware performance testing programs" - program type ROBT

Ge") (ROMUEK OM EE TET), which is built into VIO5, or other such programs for testing standard blocks and ordinary peripheral equipment of computers, which are built into the OS, about the term "standard programs for testing the functionality of software tools" - such test programs - to 70 specialized software tools, which are usually built into the OS, or which are supplied to users for a fee by companies specializing in the production and installation of software, and with the term "service center" (in English "Ne/rOev/s", i.e. literally "help desk") - an institution that has a complex of hardware and software, including a full RES, and expert personnel, which are necessary for remote repair service of arbitrary computers, for the systematic improvement of 22 full RES and for the supply of fragments of RES for autonomous repair service of computers

GF) of users. Thus, in relation to the invention, this center serves as a supplier of RNI and/or APRK, which are equipped with functionally separated fragments of RES. o Technical level

It is common knowledge that: computers and, especially, PCs are now products of mass production and consumption, 60 failure of hardware and/or software on users' computers often leads to serious economic losses, especially if at least two such computers are connected to the local network for joint use of their hardware and information resources; the constant complication of software, especially such OSs with a graphical interface as M/ipdomu5, Opih, etc., is significantly ahead of the capabilities of ordinary users to practically master the full extent of those opportunities that are provided to them by increasingly complex OSes and application software complexes,

most ordinary PC users do not know the design of computers and peripheral devices, the composition and structure of software and the principles of program interaction (especially in cases where individual parts of software are purchased from different manufacturers and installed without due consideration of their compatibility) and such users (who, until things, it becomes more and more) with repeated refusal to start or execute some commands cannot independently restore the performance of their computer and need help from the outside.

The need for such external assistance became very noticeable in the late 1980s and early 1990s. At the same time, the prerequisites for computer failures were systematized and the first systems for their remote diagnostics were developed (see, for example: 1. Vopaamayi ei aiYi. 1990, IEE Rybr. yr. 47-53; 2, Ogiyip, "Atations of Oiadpovi

Rgoiyuure Rog E(Pegpe( I AMg), IEE SoiIod. 1989, Mo. 64: Ekhregi Zuzietv Hog Ratsi Oiadpoviv ip Epdipeegipa).

It was established that computer failures are usually due to: (1) physical malfunctions of the computer, of which the most common are damage to the boot disk or network equipment, (2) code distortions in the boot sector of the boot disk, (3) damage to the file allocation table (FAT) ) conflicts between individual AZ and/or parts of the software, (7) damage to OS or application software files,

It is now clear not only to specialists, but also to ordinary users: that most of the stated prerequisites for failures, such as prerequisites (2, 3, 4, 5, 7 and, often, 6), often arise under the influence of computer viruses that fall into users' computers when exchanging data with other Users, in particular, using e-mail and the INTERNET, that the most dangerous are "fresh" computer viruses, the means of elimination of which become available to ordinary i) users late, and that as the number increases nomenclature and complications of AZ and software, the total number of failures, with the help of which ordinary users through modems or functionally similar digital devices and communication channels, such as telephone lines, turn to remote service centers to eliminate them, grows significantly faster than the number of sold computers --

Such remote repair service is especially convenient when the user's computer is located far from the "centers of civilization" and when only on the basis of the results of remote diagnostics it is possible, relying on qualified assistance, to eliminate the causes of detected AZ and/or software failures. ise)

It is obvious that RES and service center experts are forced to diagnose and eliminate those failures that actually occur, working with those users that actually exist. Therefore, the methods and means of repairing computers of users remote from service centers should be designed in such a way as to minimize: the risk of mutual misunderstanding between users of faulty computers, the training of which is not included in the functions of "service centers, and RES and live experts of any of such a center, with data exchange through communication channels (traffic) between the faulty computer of the user and the service center,

And whose services the user subscribed to, and the specific costs of software, hardware and other means for each individual case of repair service.

The combined fulfillment of these conditions turned out to be a very difficult problem, because the dialogue between the ordinary user and the service center is less productive: the more difficult the case of failure,

Me, the less qualified such a user is, 2) the more loaded the communication channel between the user's computer and the selected service center, and the greater the amount of data that must be transferred over the communication channel in both directions for diagnostics and - restoration of operational capacity user's computer. o For example, from 05 Raiepi 5,367,667 a method of remote repair service of users' computers is known. This method includes: calling the expert of the service center by calling the user, who - to the extent of his understanding of the problem - verbally explains to the expert the difficulties that have arisen and provides information about his computer, creating such a script program on the computer of the service center , which includes file code, information

F) for identification of the user's computer (being diagnosed), information for remote access to the data of the user's computer, information for remote access of the user's computer to the data of the service center's computer, and instructions for testing (diagnostics), entering the computer the user's computer into auto-answer mode, remote data exchange between the specified service center computer and the specified user's computer, downloading the specified diagnostic script program from the service center's computer to the user's computer, after which the first computer interrupts the connection connection, 65 independent execution of the test instruction by the user's computer, which creates a registration file with a report on the execution of this instruction,

transfer of the registration file with the specified report from the user's computer to the computer of the service center, determination of the user's computer's need for software repair, selection of necessary software tools for repair and correction of defective software parts.

Such a process, firstly, does not provide for the restoration of the operational capacity of the AZ and, secondly, it usually requires the greater expenditure of time to explain the essence of the problem to the expert of the service center and the greater the loading of the communication channel, the lower the qualification of the user and the more complex the reasons failure of his computer. Therefore, the 7/0 diagnostic script program created by the computer of the service center cannot, of course, ensure the restoration of software functionality in one session of remote diagnostics and repair.

Accordingly, in cases where the failure of the PC is due only to AZ defects, an "extended" basic I/O control system (E-V/O5) according to 5 Raiepi 5,732,268 may be useful for remote troubleshooting.

This (essentially software) E-VIO5 system includes: the following first part of the code for the power-on self-test (POST) and startup functions on the user's computer, which includes the code for recognizing the case when this computer did not turn on, and the following second part a code that connects the user's computer to a remote service computer if it fails to run.

Next, the master code core of the service computer is automatically loaded into the slave core of the random access memory device of the user's computer and provides mainly in automatic mode access to the memory devices of the user's computer, correction of codes and data stored therein , and its restart after such repair. excluding the user from exchanging information with the service center expert should facilitate the recovery of the user's computer. However: the built-in E-VIOZ failure recognition system actually monitors only failure codes when performing the power-on self-test (ROBT) of the main VIO5 of the user's computer, and) accordingly, the E-VIO5 detects only such rare critical failures as the failure of a hard drive disk or other hardware at the stage of starting the user's computer, but does not reveal the prerequisites of common cases of so-called "hanging", which may be due to software defects and conflicts of the AZ and/or software, or the communication channel between the user's computer and the service center due to the need to transfer the core of the master code and other necessary information downloaded during the entire session of remote diagnostics and - repair and, finally, with the expansion of the VIOZ program package in itself can become a source of failures due to possible conflicts with the latest versions of the OS with built-in graphics interface. ise)

The software repair service system of users' computers equipped with such devices as network devices has greater functionality. This system, in accordance with Raiepi 5,673,386, provides not only the detection of failures, but also their classification by "weight" and prerequisites, followed by the generation of failure messages taking into account the specified characteristics and the transmission of such messages to a remote service center via an available communication channel. "

However, even when using such systems, the communication channel between the user's computer and the service center will be loaded during the entire session of remote diagnostics and repair, and in particularly difficult cases, direct communication between the user of the faulty computer and a live expert of the service center is necessary. ;" Therefore, the following methods of computer repair service and such devices for their implementation, which include RESY in their composition, are the most promising.

Among them, the method and system, which are known from page 5 of Raiepi 5,983,364, are closest to the proposed invention in technical terms.

A well-known method of computer repair service is based on the application of RES, which at least

Me, contains a database about AZ, a database about software, a database about diagnostic and repair scenarios and a system for managing the specified databases, which includes at least one means for connecting the specified

RES to the user's faulty computer. This method usually includes the following operations: - a) detection of at least one failure of the computer, which the user cannot eliminate on his own, o b) direct connection of the user's computer to the RES through a communication channel, c) at least one remote examination with application of the specified RES of hardware and software with which the faulty computer is equipped, and detection of at least one hardware or software, the damage of which caused the failure, d) elimination of the identified failure of the hardware or issuing recommendations to the user on its

f) independent elimination, and/or ka d) elimination of detected failure of the software and, if necessary, f) possible repetition of operations (a), (b), (c), (d) and (e) until successful or until termination repair service. Accordingly, the system for implementing the described method has a service center that, at a minimum, has: at least one block of non-volatile memory for long-term storage of the complete RES; executive unit, which is electrically connected to at least one specified unit of non-volatile memory and equipped with at least one means, which is intended for direct connection of faulty user computers to the RES through a suitable communication channel, and 65 unit of analysis and temporary storage of results repair service of users' computers, which is electrically connected to at least one specified unit of non-volatile memory and specified executive unit.

This method and this system are quite convenient for remote computer repair service. Indeed, a large RES allows: to significantly reduce the need for dialogue between the user of a faulty computer and the service center and, accordingly, the risk of their mutual misunderstanding, and also to significantly expand the possibilities of repair service.

However, with each call to the service center between the user's computer and the RES, there is a non-stop exchange of complete data on AZ and software failures and complete data on means of failure elimination. Therefore, the time spent on repair service will be all the more, the more complex the premise of each individual failure and the more 7/0 Failures will be detected when the user contacts the service center.

Further, in conditions of systematically increasing congestion of communication channels, even a call to the service center can turn out to be a rather difficult and lengthy task. Taking into account the fact that a known RES must be called for every failure that the user cannot eliminate himself, each such call additionally increases the load on communication channels and the specific costs of software, hardware and other means for each specific case /5 repair service.

The essence of the invention

The invention is based on the task, by improving the repair expert system and the procedure for its use, to create such a method of computer repair service and such a system for its implementation, which could 6: minimize the exchange of data between faulty computers of users and service centers through communication channels and, accordingly, additionally reduce the specific costs of software, hardware and other means for each specific case of repair service.

This task is solved by the fact that in the method of repair maintenance of computers, which is based on the application of the RES, which at least contains a database about hardware, a database about software, a database about diagnostic and repair scenarios and a management system for the specified databases , i) which includes at least one means for connecting the specified RES to the user's faulty computer, and includes the following operations: o z o a) detection of at least one failure of the computer, which the user cannot eliminate on his own, b) connecting the computer of the user's computer to the RES, -- c) at least one diagnosis of the AZ and software, which the user's computer is equipped with, using the indicated RES and detection of at least one hardware or software device, the damage of which caused the failure, and) d) elimination of the detected failure of the hardware tool or issuing recommendations to the user on its own elimination, or e) elimination of the detected failure of the software tool and, if necessary sty, f) it is possible to repeat operations (a), (b), (c), (d) and (e) until success or before the repair service is terminated, according to the invention "(1) for the repair service of computers, create and apply such a systematically updated -ptsh) with RES, which generally contains: (1.1) a knowledge base about hardware that exists on the date of the last update of the specified RES, i.e.: ;" a) data on classes, types, designs, functionalities and support drivers of AZs used in computers, and identifier codes assigned to each of AZs, b) data on manufacturers of existing AZs, on the current availability of individual AZs on the market and about the possibility of equivalent replacement of faulty AZs of one manufacturer with suitable AZs of the same type from other manufacturers and identifier codes assigned to manufacturers of existing AZs, me) c) data on prerequisites, types and evaluations of AZ failures and identifier codes of such evaluations with selection of 2) codes -identifiers of "critical" failures, without elimination of which it is impossible to restore the functionality of users' computers, and codes-identifiers of failures, which can be temporarily ignored, - d) a library of programs for testing the performance of AZ, which includes at least standard programs for the specified testing, and e) recommendations to users on replacement, repair or temporary cessation of use of AZ, which have refused; (1.2) the knowledge base about the software existing on the date of the last update of the specified repair expert system, i.e.:

F) a) data on the types and functional capabilities of at least existing standard software tools and the identifier codes assigned to each of these tools, b) data on the prerequisites and types of software failures and the failure identifier codes of individual software tools with the selection of Codes identifiers of "critical" failures, without elimination of which it is impossible to restore the operability of users' computers, and codes-identifiers of failures, which can be temporarily ignored, and c) software tools necessary for diagnosing and restoring the operability of damaged software on users' computers, which include a library of programs for testing at least standard software, at least one program for restoring such software and at least one program for preferably 65 automatically calling the service center from the user's computer with the indication of the code-identifier of the faulty software;

(1.3) a database about computer viruses and software tools for their detection and neutralization and (1.4) a management system for the specified knowledge bases and the specified database, capable of operating at will in automatic and interactive modes; (2) before using the described RES for computer repair service, at least one functionally separated fragment is allocated in it, which includes at least one program for mainly automatically calling the service center from the user's computer after detecting at least one such failure of hardware or software that does not can be eliminated by means of autonomous repair service using only the specified fragment of the RES and without its elimination it is impossible 7/0 Restoration of the specified computer, while such a program provides for the transfer to the service center of only identifier codes related to each non-removed refusal; (3) record a selected fragment of the RES on a separate means of storing and issuing information, which is supplied or provided for use by at least one such computer user who wishes to subscribe to the services of the service center; and (4) upon detection of at least one specified failure, perform stand-alone repair service on said failed computer to the extent of the capabilities provided by said selected RES fragment, and then (5) either terminate such service upon restoration of said computer, or connect it to the service center Through the communication channel, they continue the repair service with the help of This center, which is equipped with a full RES.

This method allows: first, to transfer the main time spent on repair service directly to the users' faulty computers, secondly, to sharply limit the exchange of data between the user of the faulty computer and the service center and, accordingly, to reduce the specific costs of software , hardware and other means for each specific case of repair service. and)

Indeed, only in individual (by the way, quite rare) cases, by means of autonomous repair service, it is not possible to eliminate the failure of some hardware and/or software tool on the faulty computer of the user who subscribed to the services of the service center and received for use the specified fragment of the RES . If such an incident does happen, the service center will receive only a set of identifier codes related to the non-remedied failure and the choice of which does not depend on the knowledge and skills of the user through the communication channel. co

Therefore, the full RES as a part of the service center, and if necessary - a live expert of this center - will receive sufficient information about failures and will be able to restore the performance of the computer with significantly less time than usual and with less effort) by loading own hardware and software user's computer. yu

The first additional difference is that the selected fragment of the RES at least contains: a) data on the classes, types, designs, functionality and support drivers of the AZ used in computers, and the identifier codes assigned to each of the AZ, b ) the library of standard programs for testing the performance of AZ, "c) recommendations to users regarding the repair, replacement or temporary cessation of the use of faulty pt") c hardware tools, d) data on the types and functionalities of existing standard software tools and identifier codes that;" assigned to each of these tools, e) failure identifier codes of individual tools of the standard software with the selection of "Critical" failure identifier codes, without eliminating which it is impossible to restore the functionality of users' computers, and c failure identifier codes, which can be temporarily ignored, and f) at least one test program of at least standard software,

Me, g) at least one program for restoring standard software and oo 3) at least one program for mainly automatic calling of the service center from a computer

The user after detecting at least one such failure of hardware or software, which cannot be eliminated by means of autonomous repair service using only the specified fragment about the RES and without eliminating which it is impossible to restore the functionality of the specified computer, despite the fact that such a program involves transfer to service center only ID codes related to each failure that has not been eliminated.

The indicated fragments of RES have such a small volume that they can be recorded even on standard floppy disks and quickly provided by mail for autonomous repair service of faulty

F) computers to any subscribers of remote service centers. At the same time, even such RES fragments are sufficient for effective autonomous repair service in case of typical hardware and/or software failures. The second additional difference is that the selected fragment of the RES contains at least: (1) part of the knowledge base about AZ, i.e. at least: a) data on classes, types, designs, functionalities and drivers of AZ support used in computers , and identifier codes assigned to each of the AZ, b) data on the prerequisites, types and evaluations of AZ failures and the identifier codes of such evaluations with the selection of 65 identifier codes of "critical" failures, without eliminating which it is impossible to restore the functionality of users' computers , and failure ID codes that can be temporarily ignored,

c) a library of standard programs for testing the performance of AZ and d) recommendations to users regarding the repair, replacement or temporary cessation of the use of faulty hardware; (2) part of the knowledge base about existing software, i.e. at least: a) data on the types and functionality of existing standard software tools and identifier codes assigned to each of these tools, b) data on prerequisites and types of software failures and identifier codes failures of individual standard software tools with the selection of "critical" failure identifier codes, without eliminating which it is impossible to restore the functionality of 70 users' computers, and failure identifier codes that can be temporarily ignored, and c) software tools necessary for diagnostics and restoration of functionality damaged standard software on users' computers, including a library of software testing programs, at least one program for restoring this software and at least one program for mainly automatically calling the service center from the user's computer with the identification code of the faulty software; (3) a database of computer viruses and software tools for their detection and neutralization and (4) a management system for the specified parts of knowledge bases and the specified database, capable of operating at the user's request in automatic and interactive modes; (53 at least one program for mainly automatically calling the service center from the user's computer after detecting at least one such hardware or software failure that cannot be eliminated by autonomous repair service using only the specified fragment

RES and without elimination of which it is impossible to restore the performance of the specified computer, despite the fact that such a program provides for the transfer to the service center of only identifier codes related to each failure that has not been eliminated.

Such a significantly larger fragment of RES allows you to significantly expand the capabilities of an autonomous computer repair service for users' faulty computers remote from the service center. It can be recorded and provided to them for use or on such more capacious in comparison with floppy disks and) removable media such as SO-KOM disks, memory chips of the RAS type and portable disk drives with hard magnetic disks. However, it is most desirable to provide such RES fragments as part of repair minicomputers, with which it is expedient to equip single computers in local computer networks, or as part of intermediate service computers, which can be installed one per territorial group nearby local computer networks. -

The third additional difference is that the complete RES and at least one functionally separated fragment from it include software stubs, which mark failures of hardware or software that are not provided for by the specified system or fragment from it, and fix the following stubs in each diagnostic and repair report of each faulty computer for further analysis and troubleshooting. In this way, it will be possible to: firstly, overcome the limitations of the diagnostic and repair capabilities of minimal RES fragments in comparison with its intermediate fragments and intermediate fragments - in comparison with the full RESIi, and secondly, identify such types of hardware or software failures, the diagnosis and elimination of which were not "provided for by the complete RES as of the date of its last update, in order to systematically improve the specified system with the participation of live experts.

The task is also solved by the fact that the computer repair service system, which has ;" a service center containing: at least one unit of non-volatile memory for long-term storage of the complete RES; an executive unit electrically connected to said at least one unit of non-volatile memory and equipped with at least one means for connecting faulty user computers to

RES, i

Me. the storage unit structured taking into account the types of failures of the software of diagnostics and repair service of users' computers, which is electrically connected to the specified unit of the non-volatile memory and the specified executive unit, according to the invention o a) additionally contains at least one separate means storage and release of information, b) this tool contains a record of at least one fragment of the RES, which is necessary for autonomous repair service of malfunctioning users' computers, which precedes contacting the service center, and for calling the service center only in case of detection of a failure that has not been eliminated with the help of the specified fragment, (F, c) this tool is supplied or provided for use by at least one such computer user who wishes to subscribe to the services of the service center,

As it was already mentioned in the comments to the brief description of the method, the selection of functionally separated fragments in the RES and their provision to users for autonomous repair service of computers remote from the service center allows to drastically reduce the exchange of data between the service center and faulty computers and to reduce the specific costs of resources for their repair service.

The first additional difference consists in the fact that such a means of storing and issuing information is mainly a replaceable repair media, which, according to the second additional difference, is selected 65 from the group consisting of a standard floppy disk, or a 7IR disk, or a CO disk -KOM, or memory chips of the EGA5N type, or a portable disk drive with a hard magnetic disk.

The third additional difference is that the specified separate means of saving and issuing information is an autonomous intermediate repair computer, which: a) has at least one unit of non-volatile long-term memory, its own executive unit, its own unit of analysis and storage of repair results service of user computers, which is electrically connected to at least one specified unit of non-volatile memory and specified executive unit and, if desired, its own means for connecting to communication channels and b) located between the service center and remote from this center users' computers.

This autonomous intermediate repair computer is: 70 a) according to the fourth additional difference - a minicomputer electrically connected to at least one user computer, or b) according to the fifth additional difference - an intermediate service computer computer located between the service center and a group of geographically close users' computers.

The specific advantages of these additional differences will become clear from the following detailed /5 description of such a system.

It is clear to a specialist that when choosing specific variants of the invention, arbitrary combinations of the specified additional differences with the main inventive idea are possible and that the best examples of its implementation described below do not limit the scope of the invention in any way.

Brief description of the drawings

Next, the essence of the invention is explained by a detailed description of the system and method of computer repair service with references to the attached drawing, which shows the block diagram of the mentioned system.

The best options for the implementation of an inventive idea

The computer repair service system (see drawing) in any of the variants of implementation of the invention has a service center 1 containing: at least one block 2 of non-volatile memory for long-term storage of a systematically updated complete RES; (8) executive unit C, which is electrically connected to at least one specified unit 2 of non-volatile memory and unit 4 of analysis and storage of the results of repair service of computers of 5 users, which is electrically connected to at least one specified unit 2 non-volatile memory and the specified executive unit 3. -

To connect the RES to faulty computers 5 of users, the executive unit C is equipped with at least one means 6, which includes at least one of the following means, such as: a) preferably a removable repair media 7 (RNI 7) of information, for example, such as a standard floppy disk, ISE) or a 7IR disk, or a SO-KOM disk, or a memory chip of the RGGAZN type, or a portable disk drive with a hard and magnetic disk, and/or b) an autonomous intermediate repair computer 8 (APRK 8) , which is located between the service center 1 and remote from this center 5 users' computers and which has not shown in the drawing: at least one unit of non-volatile long-term memory for saving at least " one fragment of RES for autonomous repair service of users' computers, with its own executive block, its own block of analysis and saving the results of computer repair maintenance for 5 users, which ;" electrically connected to at least one specified unit of non-volatile memory and specified executive unit and, optionally, its own means for connecting to communication channels 9, and/or with already mentioned channel 9 (for example, telephone) communication.

The specified APRK 8 can be performed:

Me, a) as a minicomputer that is electrically connected to at least one user computer 5 (and, in particular, oo is built into such a computer 5), or a and b) as an intermediate service computer that is located between the service center 1 and a group of territorially close computers 5. At the same time: o RNI 7 and APRK 8 serve as means for recording, saving and issuing (using) outside the service center 1 at least one such functionally separated fragment of RES, which is intended for autonomous repair service of a computer 5 remote from the service center 1 in any case, when its user discovers at least one failure of at least one hardware and/or software tool that he is unable to eliminate on his own. With:

F) RNI 7 can provide autonomous repair service provided that the faulty computer 5 has kept its own central processor and at least one of the suitable disk drives or ports operational, and

APRK 8 can be used even in cases of failure of the central processor of a computer 5 or the means of its connection to the communication channel 9.

Repair carriers 7 of information and/or APRK 8 can be provided directly when visiting the center 1 or by mail to those users of computers 5 remote from the service center 1 who have subscribed to the services of this center 1.

Service center 1 can be connected through communication channels 9 to computers 5 directly or through APRK 8 65 with the help of modems not shown in the drawing or functionally similar devices such as digital О5И or ИЗОМ adapters, which are equipped with such computers 5 and APRK 8.

Autonomous repair service of computers 5 using APRK 8 can be carried out independently of maintenance using RNI 7. However, it is desirable that users, after detecting at least one failure that they are unable to eliminate independently, consistently use first the specified RNI 7 and only then the specified APRK 8.

The repair service of computers remote from the service center 1 will become clearer from the description of the method according to the invention.

In the most general form, this method provides: firstly, the creation and application at the service center 1 of a systematically updated in an interactive / about mode with the participation of live experts, a complete RES, secondly, the selection of at least one functionally separate fragment in this RES, which is sufficient for autonomous repair service, i.e.: to diagnose failures of at least standard hardware and software, to eliminate at least such hardware failures caused by damage to AZ support drivers, violations of AZ configuration information and conflicts between individual /5 parts of AZ, and to eliminate equipment failures at least standard software, - despite the fact that in the indicated fragment of the RES, each failure has its own identifier code intended for transmission to service center 1, if the detected failure is not eliminated by means of autonomous repair service; thirdly, writing at least one such RES fragment (of course at the choice of the user of a computer 5) on a suitable RNI 7 and/or in a block of non-volatile long-term memory of the APRK 8, fourthly, providing such RES fragments to those users remote from of the service center 1 of computers 5 wishing to subscribe to the services of that service center 1 that has a complete RES, fifth, the priority use of at least one such fragment of the RES for the autonomous repair service of the faulty computer 5, the user of which detects at least one failure of hardware and/or software that he is unable to eliminate on his own, and, sixthly, contacting the service center 1 only after it turns out to be impossible to eliminate at least one detected failure with the help of at least one functionally isolated (8 ) of the RES fragment, despite the fact that service center 1 receives only identifier codes for each unremedied failure.

The mentioned complete RES, as a minimum, contains: o z o (1) a knowledge base about the hardware that exists on the date of the last update of the specified repair expert system, i.e.: - a) data on classes, types, designs, functionalities and drivers of AZ support , which are used in computers 5, and the identifier codes assigned to each of the AZs, b) data on the manufacturers of existing AZs, on the current availability of individual AZs on the market and on the possibilities of i) equivalent replacement of defective AZs of one manufacturer with the same type of AZs of others manufacturers and identifier codes assigned to manufacturers of existing AZs, c) data on prerequisites, types and evaluations of AZ failures and identifier codes of such evaluations with the selection of identifier codes of "critical" failures, without eliminating which it is impossible to restore the functionality of computers 5 , and codes-identifiers of failures, which can be temporarily ignored, "d) a library of programs for testing the operability of AZ, which includes at least standard programs from c specified testing, and e) d) recommendations to users regarding replacement, repair or temporary cessation of use of defective ones;" AZ; (2) the knowledge base about the software that exists on the date of the last update of the specified RES, i.e.: a) data on the types and functionalities of at least standard existing software tools and c identifier codes assigned to each of such tools, b) data on the prerequisites and types of software failures and failure identifier codes of individual software tools with a highlight

Me, codes-identifiers of "critical" failures, without elimination of which it is impossible to restore the operability of computers 2) 5, and codes-identifiers of failures, which can be temporarily ignored, and c) software tools necessary for diagnosing and restoring the operability of damaged software on a computer computers - 5, which include a library of testing programs for at least standard software, at least one software recovery program and at least one program for mainly automatically calling the service center from the user's computer 5 with the indication of the code-identifier of the faulty software; (3) a database on computer viruses and software tools for their detection and neutralization and 5B (4) a system for managing the specified knowledge bases and the specified database, which is capable of operating at the user's request in automatic and interactive modes.

F) Next, in the described RES, at least one functionally separate fragment is allocated and used for autonomous repair service of faulty computers 5. This fragment, at a minimum, contains: a) data on the classes, types, designs, functionality and support drivers of the AZ used in 5 computers, and the identifier codes assigned to each of the AZ, b) a library of standard testing programs operational efficiency of AZ, c) recommendations to users regarding the repair, replacement or temporary cessation of use of faulty ones

AZ; d) data on the types and functionality of existing standard software tools and identifier codes, 65 assigned to each of such tools, e) failure identifier codes of individual standard software tools with the selection of identifier codes

"critical" failures, without elimination of which it is impossible to restore the functionality of computers 5, and failure identifier codes, which can be temporarily ignored, and f) at least one standard software testing program, g) at least one standard software recovery program, and 3) at least one a program for mainly automatically calling the APRK 8 or the service center 1 from the computer 5 after detecting at least one such failure of the hardware or software, without eliminating which it is impossible to restore the computer 5 to work, despite the fact that such a program provides for the transfer to the APRK 8 or the service center center 1 only of the ID code of each damaged hardware or 7/0 software that cannot be repaired or restored using a used REb fragment.

At least one RNI 7 is usually used to record and supply the specified minimum fragment of RES to at least one user of the computer 5 who wishes to subscribe to the services of the service center 1, and for the subsequent independent use of such a fragment. It should be noted that nowadays for recording, saving and autonomous repair service of computers 5 using the described minimum 7/5 fragment of RES as RNI 7 it is desirable to use a floppy disk, because: firstly, all existing computers 5 have at least one disk drive for such disks, secondly , such disk drives are practically insensitive to failures of the main systems of computers 5, and therefore, if it is impossible to start a computer 5 under the control of its own hard disk and/or disk of the SO-KOM type, it is usually possible to start it using a floppy disk, and - thirdly, the capacity of even one floppy disk in most cases is enough to record such a minimal fragment of the RES that is able to restore the performance of the computer 5 at the most and other failures, with the exception of AZ malfunctions such as physical damage to the boot disk or network equipment. However, even in this case, a minimal fragment of RES is able to prompt the user to take action to eliminate the failure.

After detecting at least one failure that the user cannot eliminate on his own, the indicated RNI 7 is ENTERED into the appropriate disk drive of the faulty computer 5 according to its location. Then the computer 5 is restarted for autonomous repair service to the extent of the possibilities provided by the used i) fragment of the RES.

Such autonomous repair service includes: a) at least one examination of the AZ and software equipped with the faulty computer 5, with the help of the Minimum Fragment of the RES, and the detection of at least one hardware or software tool, the damage of which caused the failure, - b) elimination of the identified failure of the hardware or issuing recommendations to the user on its independent elimination, and/or c) elimination of the detected failure of the software and, if necessary, d) possible repetition of operations (a) and/or (b) and/or (c) with the use of the same or another RNI 7 until success or until it is established that it is impossible to complete the repair using the selected minimum fragment of the RES.

In the latter case, the minimal RES fragment directly or after "discussion" of the results of testing and repair with the user connects the computer 5: "or to the nearest APRK 8 to continue autonomous repair service using more than s large RES fragment, or to the service center 1 through channel 9 of communication and belonging to this center 1 block 4 of analysis and preservation;" of the results of repair maintenance of computers 5 and the executive unit C for the continuation of repair maintenance with the help of a complete RES stored in unit 2 of non-volatile memory.

From the above description of the autonomous repair service, it is clear: since the APRK 8 or the service center 1 receives information only about the set of identifier codes related to the failure, which was not eliminated with the help of the (minimum) fragment of the RES that was recorded on

Me RNI 7, and 2) that repair service at the level of APRK 8 or service center 1 also assumes success or termination of the current communication session with the faulty computer 5 to replenish RES with the participation of live experts. o A more advanced method of autonomous computer repair service 5 involves allocation from

RES of the service center 1 and installation in at least one APRK 8 of at least one larger functionally separate fragment, which is hereinafter abbreviated for convenience by the phrase "intermediate fragment" and which usually contains: (1) part of the knowledge base about AZ, i.e. at least:

F) a) data on classes, types, designs, functionality and support drivers of AZ using ka in computers 5, and identifier codes assigned to each of AZ, b) data on prerequisites, types and evaluations of AZ failures and identifier codes of such evaluations with a selection of "critical" failure identifier codes, without eliminating which it is impossible to restore the functionality of computers 5, and failure identifier codes that can be temporarily ignored, c) a library of standard programs for testing AZ performance and d) recommendations to users regarding the repair, replacement or temporary cessation of use of defective ones

AZ; 65 (2) part of the knowledge base about existing software, i.e. at least: a) data on the types and functionality of existing standard software tools and identifier codes assigned to each of such tools, b) data on prerequisites | types of software failures and failure identifier codes of individual software tools with the selection of "critical" failure identifier codes, without eliminating which it is not possible to restore the functionality of computers 5, and failure identifier codes, which can be temporarily ignored, and c) software tools, necessary for diagnosing and restoring the functionality of damaged standard software on computers 5, which include a library of software testing programs, at least one software recovery program and at least one program for mainly automatically calling the service center 1 from the computer 5 with an indication of the code-identifier of the faulty software tool ; 70 (3) a database about computer viruses and software tools for their detection and neutralization and (4) a system for managing the specified parts of knowledge bases and the specified database, capable of operating at the user's request in automatic and interactive modes.

Such an intermediate fragment of RES can be used, as described above, for autonomous repair service of computers 5 or directly after detecting at least one failure of some 7/5 Computer 5 that its user cannot eliminate independently, or after prior use of a minimal fragment RES at RNI 7.

From the above, it is clear that after restoration of performance with the help of an intermediate RES fragment, the repair service of the computer 5 is stopped, and if it is impossible to eliminate at least one failure, such a computer 5 is connected to the service center 1 through the communication channel 9 and the repair service is continued with the help of a complete RES to success or to establish the need to replenish the RES.

It is also clear that in this case, the service center 1 receives information only about the set of identifier codes related to the failure that was not eliminated with the help of an intermediate fragment of the RES.

It should be noted that the allocation of intermediate RES fragments for autonomous repair service of computers 5 is especially useful when groups of such computers 5 are connected in local networks, and the more economically feasible the more computers 5 are included in such a group .

It is clear that it is advisable to periodically update RES fragments recorded on RNI 7 or in APRK 8 with the help of i) selected service center 1, which has a full systematically updated RES.

In conclusion, it should be noted: that all the prerequisites and types of realistically possible failures cannot be predicted when creating complete RESI and that the number of failures that can be diagnosed and eliminated with the help of RES fragments is usually (87) less, the smaller the selected fragment co

Therefore, the so-called "program stubs" are usually included in the composition of the complete RES, and in the composition of the fragments selected from them. They mark those hardware or software means of a certain ise) computer 5, the failures of which could not be diagnosed and/or eliminated with the help of the used fragment of the RES or even the RES as a whole. Unrecognized hardware or software devices that appeared on the market after the start of operation of the complete power plant or its selected fragment are marked with the same plugs.

Data on used plugs are recorded in repair service reports for the entire chain "РНИ 7 -

APRK 8 - service center 1" for the next analysis and, if necessary, for the improvement of the complete RES and " clarification of its working fragments. z c Industrial suitability

The invention is industrially suitable, because the method and system of computer repair service with ;" phased use of RES: firstly, they are quite feasible on the basis of a known elemental base and, secondly, they provide a significant reduction in the loading of communication channels and a reduction in the specific costs of hardware, software and other means for remote repair service in each specific case of the application of any computer user with external help in eliminating hardware and/or failures

Me. software tools.

Claims (10)

- 70 Formulas of the invention 1. The computer repair service method, which: first, is based on the application of a repair expert system, which at least contains two databases on hardware, a database on software, a database on diagnostic and repair scenarios, and a management system for these databases data, which includes at least one means for connecting the specified (F) repair expert system to the user's faulty computer, and, GI secondly, includes the following operations: a) detection of at least one failure of the computer, which its user cannot self-remediate, in b) connecting the user's faulty computer to the specified repair expert system, c) at least one time diagnosis of the hardware and software equipped with the user's computer, using the specified repair expert system and identifying at least one hardware or software tool , the damage of which caused the failure, d) elimination of the discovered hardware failure about the tool or issuing recommendations to the user on its 65 independent elimination and/or e) elimination of the detected failure of the software tool and, if necessary, f) it is possible to repeat operations (a), (b), (c), (d), (e) until the success or before the termination of the repair service, which is distinguished by the fact that (1) for the repair service of computers, such a systematically updated repair expert system, which generally contains: (1.1) the knowledge base about the hardware that exists on the date of the last update of the specified repair expert system, i.e.: a) data on the classes, types, designs, functionality and support drivers of the hardware used in computers, and codes- identifiers assigned to each of the hardware devices, 70 b) data on manufacturers of existing hardware devices, current availability of individual hardware devices on the market and the possibility of equivalent replacement of faulty hardware devices of one manufacturer with suitable hardware devices of the same type from other manufacturers and identifier codes assigned manufacturers of existing hardware, c) data on prerequisites, types and evaluations of hardware failures and identifier codes of such evaluations with the selection of identifier codes of "critical" failures, without elimination of which it is impossible to restore the functionality of users' computers, and failure identifier codes, which can be temporarily ignored, d) a library of process testing programs serviceability of hardware, which includes at least standard programs of the specified testing, and d) recommendations to users on replacement, repair or temporary cessation of use of faulty 2o hardware, (1.2) the knowledge base about the software existing on the date of the last update of the specified repair expert system, i.e.: a) data on the types and functional capabilities of at least existing standard software tools and identifier codes assigned to each of such tools, b) data on the prerequisites and types of software failures and failure identifier codes of individual software tools with the selection of "critical" failure identifier codes, without eliminating which i) it is impossible to restore the functionality of users' computers, and failure identifier codes that can be temporarily ignored, and c) software tools necessary for diagnosing and restoring the functionality of damaged software on users' computers, including a library of testing programs for at least standard software, at least one program for restoring such software and at least one program, preferably automatic the second call to the service center from the user's computer with the identification code of the faulty software; (1.3) database on computer viruses and software tools for their detection and neutralization, etc.) (1.4) a system for managing the specified knowledge bases and the specified database, which is capable of operating at will in automatic and interactive modes; (2) before using the described repair expert system for computer repair service, at least one functionally isolated fragment is allocated to it, which includes at least one program for mainly automatically calling the service center from the user's computer after detecting "at least one such failure of the hardware or software , which cannot be eliminated by autonomous repair service using only the specified fragment of the repair expert system and without eliminating which it is impossible to restore the specified computer's performance, despite the fact that such a the program provides for the transfer to the service center of only the identifier codes related to each uncorrected failure, (3) write a selected fragment of the repair expert system on a separate means of saving and issuing information, which is supplied or made available to at least one such computer user, that wishes to subscribe to the services of the service center, and Me, (4) after detecting at least one specified failure, perform autonomous repair service of the specified faulty computer to the extent of the capabilities provided by the specified selected fragment of the repair expert system, and then - (5) or terminate such service after restoring the specified computer to working capacity, or connect it to the service center through a communication channel and continue the repair service with the help of this center, which is equipped with a complete repair expert system. 2. The method according to claim 1, which is characterized by the fact that the selected fragment of the repair expert system contains at least two: a) data on classes, types, designs, functional capabilities and drivers of hardware support that F) are used in computers, and codes -identifiers assigned to each of the hardware devices, b) a library of standard programs for testing the functionality of hardware devices, c) recommendations to users regarding the repair, replacement or temporary cessation of use of faulty hardware devices, d) data on the types and functionalities of existing standard software devices provision and identifier codes assigned to each of these tools, e) failure identifier codes of individual standard software tools with the selection of "critical" failure identifier codes, without eliminating which it is impossible to restore the functionality of 65 users' computers, and identifier codes refusals, which can be temporarily ignored, and e) at least one p a test program for at least standard software, g) at least one program for restoring the standard software and 3) at least one program for mainly automatically calling the service center from the user's computer after detecting at least one such hardware or software failure that cannot be eliminated by means of autonomous repair service using only the specified fragment repair expert system and without elimination of which it is impossible to restore the specified computer's operability, despite the fact that such a program provides for the transfer to the service center of only identifier codes related to each unremedied failure. C. The method according to claim 1, which is characterized by the fact that the selected fragment of the repair expert system is at least 7/o Contains: (1) part of the knowledge base about hardware, i.e. at least: a) data on classes, types, designs, functionalities and drivers support for hardware used in computers and the identifier codes assigned to each of the hardware, b) data on the prerequisites, types and evaluations of hardware failures and the identifier codes of such evaluations with the selection of the identifier codes of "critical" failures , without elimination of which it is impossible to restore the functionality of users' computers, and failure identifier codes, which can be temporarily ignored, c) a library of standard programs for testing the functionality of hardware devices and d) recommendations to users on repairing, replacing or temporarily stopping the use of faulty hardware devices; (2) part of the knowledge base about existing software, i.e. at least: a) data on the types and functionality of existing standard software tools and identifier codes assigned to each of such tools, b) data on prerequisites and types of software failures and failure identifier codes of individual standard software tools with the selection of "critical" failure identifier codes, without the elimination of which it is impossible to restore the functionality of users' computers, and failure identifier codes, which can be temporarily ignored, and c) software tools, necessary for diagnosing and restoring the functionality of damaged standard software on users' computers, including a library of software testing programs, at least one program for restoring this software and at least one program for mainly automatically calling the service center from the user's computer with taking the identification code of the faulty software tool; - (3) a database about computer viruses and software tools for their detection and neutralization and c (4) a management system for the specified parts of knowledge bases and the specified database, capable of working at the user's request in automatic and interactive modes and ISE) (5 ) at least one program for mainly automatically calling the service center from the user's computer after detecting at least one such failure of the hardware or software that cannot be eliminated by means of autonomous repair service using only the specified fragment of the repair expert system and without eliminating which it is impossible to restore operability of the specified computer, despite the fact that such a program provides for the transfer to the service center of only identifier codes "that relate to each unremedied failure. from p. 4. The method according to claim 1, which differs in that the complete repair expert system and at least one functionally separate fragment separated from it include program stubs, which are marked;" failures of hardware or software that are not provided by the specified system or a fragment selected from it, and record such stubs in each report on the diagnosis and repair of each malfunctioning computer for subsequent analysis and correction of failures. c 5. Computer repair service system, which has a service center, containing: at least one unit of non-volatile memory for long-term preservation of the complete repair me) of the expert system; o executive unit, which is electrically connected to at least one specified unit of non-volatile 5p memory and equipped with at least one means for connecting faulty user computers to - the repair expert system, and o unit for analyzing and saving the results of repair maintenance of user computers , which is electrically connected to at least one specified unit of non-volatile memory and specified executive unit, which is distinguished by the fact that a) it additionally contains at least one separate means of storing and issuing information, b) this means contains a record of at least one fragment of the repair expert of the system, which is necessary for (F, autonomous repair service of malfunctioning users' computers before calling a service center and calling such a center only in case of detection of a failure that cannot be eliminated with the help of the specified fragment, 60 c) this tool is supplied or provided in use by at least one such computer user who wishes subscribe to the services of the service center. 6. The system according to claim 5, which is distinguished by the fact that the specified separate means of saving and issuing information is mainly a replaceable repair medium of information. 7. The system according to claim 6, which is characterized by the fact that the specified replaceable repair media is selected from 65 of the Group, which consists of a standard floppy disk or a 7IR disk, or a CO-KOM disk, or a memory chip of the EGA5N type, or a portable disk drive with a hard magnetic disk. 8. The system according to claim 5, which is characterized by the fact that the specified separate means of saving and issuing information is an autonomous intermediate repair computer, which: a) has at least one own block of non-volatile long-term memory, its own executive block, its own analysis block and saving the results of the repair service of the users' computers, which is electrically connected to at least one specified unit of non-volatile memory and the specified executive unit and, optionally, its own means for connecting to communication channels and b) located between the service center and users' computers remote from this center. 9. The system according to claim 8, characterized in that said repair computer is a minicomputer 7/0 that is electrically connected to at least one user computer. 10. The system according to claim 8, which differs in that the specified intermediate repair computer is an intermediate service computer located between the service center and a group of geographically close user computers. 6) "c) "- (ze) (Se) I c) - and? 1 (o) (95) - 70 (42) ime) 60 b5