WO2011130775A1

WO2011130775A1 - An apparatus for use in providing technical support for a computing device

Info

Publication number: WO2011130775A1
Application number: PCT/AU2011/000409
Authority: WO
Inventors: James Ross
Original assignee: James Ross
Priority date: 2010-04-21
Filing date: 2011-04-11
Publication date: 2011-10-27
Also published as: AU2011242390A1

Abstract

An apparatus for use in providing technical support for a computing device is disclosed, the apparatus including: receiving means for receiving a video signal from a video output of the computing device; and transmitting means for transmitting data representing the video signal to a pre-configured destination.

Description

AN APPARATUS FOR USE IN PROVIDING TECHNICAL SUPPORT FOR A

COMPUTING DEVICE

Technical Field

The present invention relates to a device and method for use in providing technical support for computing systems. The invention finds particular application diagnosing faults and configuring computing systems that are situated at a remote location. Background to the Invention

Many homes and businesses use one or more computing devices such as desktop computers, servers and laptops. In the event of failure or malfunction of these computing devices they will typically call on the services of a technical support provider. The technical support provider may be a department within the same business organisation, or more typically, is a person or company who provides technical support to a range of clients or customers.

The person providing the technical support is invariably located a distance away from the location where the failed computing system is located. In order to diagnose the cause of the failure or malfunction, the technical support operator may speak on the telephone to a person who is at the location of the failed computer. The technical support provider may ask questions of the person as to the nature of the fault, and may ask the person to carry out diagnostic tests, and report the results over the telephone. However, this approach involves reliance on persons at the location of the failed computer who could otherwise be doing other things. Furthermore, the persons at the location of the computing system typically have limited computing skills and this hampers the diagnosis.

To avoid this problem, the person providing technical support may elect to travel to the remote location to perform diagnosis and repair. This takes up travel time of the technical support provider and the cost of this is inevitably passed on to their customer.

Another approach is for the technical support provider to access the

malfunctioning computer remotely over a computer network or over the internet such as by using a computing device at their end and both computers running VNC (Virtual Network Computing) software. Such software relays keyboard and mouse inputs from the technical support provider's computer to the remote computer, and relays graphical screen updates back in the other direction. However, sometimes a remote computing device has failed to the extent that is cannot be communicated with using VNC software. This could occur, for instance, if the computing system is unable to load essential components of its own operating system, or has a hardware problem. In these situations, this approach cannot be used.

There remains a need to provide for improved methods of providing technical support to computing devices at remote locations.

Summary of the Invention

In a first aspect the present invention provides an apparatus for use in providing technical support for a computing device, the apparatus including: receiving means for receiving a video signal from a video output of the computing device; and transmitting means for transmitting data representing the video signal to a pre- configured destination.

The apparatus may further include control means for issuing commands to the computing device.

The control means may be arranged to issue keyboard or mouse commands.

The transmitting means may include a wireless modem.

The transmitting means may be arranged to seek an available connection to the internet at the remote location.

In a second aspect the present invention provides a method of providing technical support from a first location to a computing device at a remote location including the steps of: receiving a video signal from a video output of the computing device; and transmitting data representative of the video signal to the first location.

The method may further include the steps of transmitting keyboard and mouse commands to the computing device.

Brief Description of the Drawings

An embodiment of the present invention will now be described, by way of example only, with reference to the accompanying drawings, in which:

Figure 1 is a schematic view of an embodiment of apparatus according to the invention; and

Figure 2 illustrates use of the device of figure 1 in providing technical support to a computer at a remote location.

Detailed Description of the Preferred Embodiment

Referring to figure 1, an apparatus 10 is shown for use in providing technical support for a computing device. The apparatus 10 includes means for receiving a video signal from a video output of a computing device embodied in video input 13 of a networked KVM switch 12 such as the Switch View IP 1010 produced by Avocent Corporation, Huntsville, AL, USA. Apparatus 10 further includes transmitting means for transmitting data representing the video signal to a pre-configured destination in the form of Wi-Fi modem 20 which is controlled by a computing device in the form of a small personal computer (PC) 16.

Apparatus 10 further includes control means for issuing mouse and keyboard commands embodied in the keyboard 22 and mouse 24 ports provided on KVM switch 12.

PC 16 includes a non- volatile storage medium in the form of a solid state drive on which is stored software including an operating system and instructions for a boot-up sequence. KVM switch 12 includes an Ethernet port 14 which connects to another Ethernet port 18 provided on the PC 16 to allow communication between the KVM switch 12 and the PC 16. PC 16 further includes another Ethernet port 19 for connecting to other devices as will be described later.

Operation of apparatus 10 will now be described with reference to figure 2, which illustrates use of the apparatus 10 to provide remote support to a computing device at a remote location.

Referring to figure 2, a computing device has malfunctioned at a remote location and will hereinafter be referred to as failed computer 100. Staff at the remote location have connected apparatus 10 to the failed computer 100 by connecting to the video output 102, keyboard port 104 and mouse port 106. Apparatus is also connected to the existing LAN at the remote location by way of Ethernet cable connection to network hub 110 which is in turn connected to the internet by way of router 112.

A computer support operator 30 is located in their own office premises. The computer support operator 30 has their own personal computer 32 that connects to the internet 40 by way of a router 34. Router 34 includes a firewall which has been configured to accept incoming connections from apparatus 10. Operator's computer 32 runs VNC software such as Ultra VNC which is distributed under the terms of the GNU General Public Licence, and a listening service that is configured to listen for incoming connections from apparatus 10.

On power up, apparatus 10 loads its own operating system and then runs through a sequence to establish a connection with computer 32. The first step is to establish a connection to the internet. Apparatus 10 initially seeks to connect to the internet via the Ethernet connection to hub 110. If no connection is available then it seeks to establish a connection to the internet by way of its own Wi-Fi modem which communicates wirelessly with base station 120.

Once an internet connection has been established, apparatus runs a VNC service that finds the computer 32 of the technician 30 using a preconfigured address and establishes a connection with computer 32.

As described with reference to figure 1, apparatus 10 is connected to the video output of the failed computer 100. It encodes this video output and transmits the encoded data to computer 32. At computer 32, the data is decoded to be displayed on the screen of operator's computer 32. Therefore, the operator can view the video output of the failed computer 100. Furthermore, the operator 30 can control the failed computer with mouse and keyboard commands.

In order to diagnose the reason for the malfunction of computer 100, the failed computer 100 is powered up by a person at the remote location and begins its boot sequence. The operator 30 can then view the video output of the computer to make note of on screen reports such as failed drivers or other error messages. Operator 30 can interrupt the boot sequence if desired using keyboard commands. Once the boot up sequence is completed, operator 30 can perform diagnostic tests or make other checks of the failed computer 100. The operator 30 can make changes and reboot the computer if required. The operator effectively has total control of the computer 100.

Apparatus 10 provides BIOS level access that allows the operator to control remote installation of an operating system or diagnose most hardware problems without having to have direct contact with the computer.

In the embodiment described above, apparatus included a small PC. Similarly, apparatus could include any type of device that is able to relay the output of the KVM switch to the operator such as a microcontroller, PDA, mobile phone or other electronic device.

In the embodiment described above, the apparatus sought a connection to the internet via its own Wi-Fi modem. Similarly, any other wireless data transmission scheme device could be used such as GSM, GPRS, WiMax etc.

It can be seen that embodiments of the invention have at least the following advantages:

• BIOS level access allows remote support for computers from the

moment they are switched on.

• Firewalls at the remote location are bypassed by making outgoing

connections

• Staff at the location of the failed computer simply connect the apparatus to the device and power it on requiring only a low level of technical ability.

Any reference to prior art contained herein is not to be taken as an admission that the information is common general knowledge, unless otherwise indicated.

Finally, it is to be appreciated that various alterations or additions may be made to the parts previously described without departing from the spirit or ambit of the present invention.

Claims

CLAIMS:

1. An apparatus for use in providing technical support for a computing device, the apparatus including:

receiving means for receiving a video signal from a video output of the computing device; and

transmitting means for transmitting data representing the video signal to a pre- configured destination.

2. An apparatus according to claim 1 further including control means for issuing commands to the computing device.

3. An apparatus according to claim 2 wherein the control means is arranged to issue keyboard or mouse commands.

4. An apparatus according to any preceding claim wherein the transmitting means includes a wireless modem.

5. An apparatus according to any one of claims 1 to 3 wherein the transmitting means is arranged to seek an available connection to the internet at the remote location.

6. A method of providing technical support from a first location to a computing device at a remote location including the steps of:

receiving a video signal from a video output of the computing device; and transmitting data representative of the video signal to the first location.

7. A method according to claim 6 further including the steps of transmitting

keyboard and mouse commands to the computing device.