WO2017168408A1 - Système et procédé de dépannage à distance de problèmes de connexion réseau - Google Patents

Système et procédé de dépannage à distance de problèmes de connexion réseau Download PDF

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Publication number
WO2017168408A1
WO2017168408A1 PCT/IL2017/050340 IL2017050340W WO2017168408A1 WO 2017168408 A1 WO2017168408 A1 WO 2017168408A1 IL 2017050340 W IL2017050340 W IL 2017050340W WO 2017168408 A1 WO2017168408 A1 WO 2017168408A1
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WIPO (PCT)
Prior art keywords
network connection
wireless network
enabling component
connection
instruct
Prior art date
Application number
PCT/IL2017/050340
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English (en)
Inventor
David Ariel CHOURAQUI
Eliav GNESSIN
Original Assignee
Cloud Of Things, Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Cloud Of Things, Ltd filed Critical Cloud Of Things, Ltd
Publication of WO2017168408A1 publication Critical patent/WO2017168408A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/22—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
    • G06F11/2294—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing by remote test

Definitions

  • the invention relates to a system and method for remotely troubleshooting network connection problems.
  • More and more common devices are designed nowadays to connect to the Internet, thus giving their owners capabilities that the un-networked versions of those devices could not have provided.
  • the process of connecting the device which is in many cases headless and has no means to provide input to its owner, to the network is troublesome.
  • Various problems may occur when attempting to connect the device to the network, these vary from home network difficulties, like IP address allocation errors by the local networking device or weak home network signal, to incompatible firmware or malfunctioning hardware of the device itself.
  • These complications are usually out of the solving capacity of the common owner of such a device, meaning that the device's manufacturer has to invest costly technical support assets in solving these problems. Since the device failed to connect to the network, the support cannot be given remotely and in many cases requires a visit by a support technician in order for him to have physical access to the device.
  • a system comprising: a wireless network connection enabling component, capable of connecting to a network; a wireless access point, enabling a user device to connect thereto; and a controller; the controller configured to: receive, from the user device, through a first connection established between the user device and the wireless access point, a network connection information request; obtain, from the wireless network connection enabling component, network connection information relating to either (a) a second connection between the system and the network, or (b) a failure of a connection attempt for establishing the second connection; and send, through the first connection, the network connection information to the user device.
  • the wireless network connection enabling component and the wireless access point enable the first connection and the second connection to simultaneously coexist.
  • the wireless network connection enabling component and the wireless access point enable the connection attempt to be performed while the first connection exists.
  • the network is an Internet Protocol (IP) based network and connecting to the network includes connecting to a networking device connected to the IP based network.
  • IP Internet Protocol
  • the network connection information includes one or more of the following:
  • DHCP Dynamic Host Configuration Protocol
  • g indication of IP address collisions, resulting from the DHCP server allocating an IP address, the IP address being allocated to another device; h. indication of unavailability of a Domain Name Server (DNS);
  • DNS Domain Name Server
  • the controller is further configured to receive, from the user device, through the first connection, instructions including one or more of the following:
  • the network connection information includes one or more of the following:
  • a wireless network connection enabling component firmware version of the wireless network connection enabling component or i. a wireless access point firmware version of the wireless access point.
  • the controller is further configured to receive instructions including one or more of the following:
  • the wireless access point i. instruct the wireless access point to update its firmware, wherein the instruction comprises a wireless access point firmware update.
  • the system is comprised within a hardware module equipped with a serial port connection or a parallel port connection, the hardware module being connectable to a device through a second serial port connection of the device or through a second parallel port connection of the device.
  • the controller is capable of controlling a device controller of the device.
  • the network connection information includes a device firmware version of the device.
  • the controller is configured to receive a device firmware update instruction for updating a firmware of the device, and control the device controller for executing the device firmware update instruction, thereby updating the firmware of the device, wherein the firmware update is comprised within the device firmware update instruction.
  • the network connection information request originates from an application on the user device, through the first connection.
  • the network connection information request is obtained from a user of the user device, through the application.
  • the network connection information request originates from a remote support computer, through the Internet or another IP network.
  • the network connection information request is obtained from a user of the remote support computer.
  • a user device comprising: a wireless network connection enabling component, capable of connecting to a wireless access point of a system; and a processing unit; the processing unit is configured to: establish a first connection between the user device and the system, utilizing the wireless access point and the wireless network connection enabling component; send a network connection information request to the system, through the first connection; and receive network connection information from the system, through the first connection, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection.
  • the processing unit is further configured to send one or more instructions, for establishing or improving the second connection, to the system, through the first connection.
  • the network is an Internet Protocol (IP) based network and the second connection is established or attempted to be established by the second wireless network connection enabling component of the system, via a networking device connected to the Internet.
  • IP Internet Protocol
  • the network connection information includes one or more of the following: a. indication of a measured signal strength of a signal originating from the networking device and received by the wireless network connection enabling component;
  • DHCP Dynamic Host Configuration Protocol
  • the instructions include one or more of the following:
  • the network connection information includes one or more of the following:
  • the instructions include one or more of the following:
  • the instructions are automatically determined by the processing unit.
  • the processing unit is further configured to: establish a third connection between the user device and the network; and send the network connection information to a remote support computer, through the third connection.
  • the processing unit is further configured to: establish a third connection between the user device and the network; send the network connection information to a remote support computer, through the third connection; and receive the instructions from the remote support computer, through the third connection.
  • the instructions are automatically determined by the remote support computer.
  • the instructions are provided by a user of the remote support computer.
  • the processing unit is further configured to perform the following for establishing the third connection: disconnect the first connection; and connect the first wireless network connection enabling component and a networking device connected to the network.
  • the processing unit is further configured to perform the following before sending the instructions: disconnect the third connection; and re-establish the first connection.
  • the user device further comprises a third wireless network connection enabling component, capable of connecting to the network, and the third connection is established utilizing the third wireless network connection enabling component.
  • the third wireless network connection enabling component is a Wi-Fi client and the third connection is established also utilizing a networking device.
  • a remote support computer comprising a processing unit, the processing unit configured to: receive network connection information from a user device, the network connection information originating from a system, through a first connection established between a first wireless network connection enabling component of the user device and a wireless access point of the system, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection; and send one or more instructions, for establishing or improving the second connection, to the system, through the first connection.
  • the network is an Internet Protocol (IP) based network and the second connection is established or attempted to be established by the second wireless network connection enabling component of the system via a networking device connected to the Internet.
  • IP Internet Protocol
  • the network connection information includes one or more of the following:
  • DHCP Dynamic Host Configuration Protocol
  • g indication of IP address collisions resulting from the DHCP server allocating an IP address, the IP address being allocated to another device;
  • the instructions include one or more of the following:
  • the network connection information includes one or more of the following:
  • the instructions include one or more of the following: a. instruct the controller to restart;
  • the wireless access point i. instruct the wireless access point to update its firmware, wherein the instruction comprises a wireless access point firmware update.
  • a method comprising: receiving, by a controller comprised within a system, from a user device, through a first connection established between the user device and a wireless access point comprised within the system, a network connection information request; obtaining, by the controller, from a wireless network connection enabling component comprised within the system and capable of connecting to a network, network connection information relating to either (a) a second connection between the system and the network, or (b) a failure of a connection attempt for establishing the second connection; and sending, by the controller, through the first connection, the network connection information to the user device.
  • the wireless network connection enabling component and the wireless access point enable the first connection and the second connection to simultaneously coexist. In some cases, the wireless network connection enabling component and the wireless access point enable the connection attempt to be performed while the first connection exists.
  • the network is an Internet Protocol (IP) based network and connecting to the network includes connecting to a networking device connected to the IP based network.
  • IP Internet Protocol
  • the network connection information includes one or more of the following:
  • DHCP Dynamic Host Configuration Protocol
  • indication of IP address collisions resulting from the DHCP server allocating an IP address, the IP address being allocated to another device;
  • indication of unavailability of a Domain Name Server (DNS) i. indication of unavailability of route to a requested host;
  • the method further comprises receiving, by the controller, from the user device, through the first connection, instructions including one or more of the following: a. instruct the wireless network connection enabling component to establish the second connection using a given security protocol;
  • the network connection information includes one or more of the following:
  • the method further comprises receiving, by the controller, instructions including one or more of the following:
  • the wireless access point i. instruct the wireless access point to update its firmware, wherein the instruction comprises a wireless access point firmware update.
  • the system is comprised within a hardware module equipped with a serial port connection or a parallel port connection, the hardware module being connectable to a device through a second serial port connection of the device or through a second parallel port connection of the device.
  • the controller is capable of controlling a device controller of the device.
  • the network connection information includes a device firmware version of the device.
  • the method further comprises receiving, by the controller, a device firmware update instruction for updating a firmware of the device, and controlling the device controller for executing the device firmware update instruction, thereby updating the firmware of the device, wherein the firmware update is comprised within the device firmware update instruction.
  • the network connection information request originates from an application on the user device, through the first connection.
  • the network connection information request is obtained from a user of the user device, through the application.
  • the network connection information request originates from a remote support computer, through the Internet or another IP network. In some cases, the network connection information request is obtained from a user of the remote support computer.
  • a method comprising: establishing, by a processing unit comprised within a user device, a first connection between the user device and a system, utilizing a wireless access point comprised within the system and a wireless network connection enabling component comprised within the user device and capable of connecting to the wireless access point; sending, by the processing unit, a network connection information request to the system, through the first connection; and receiving, by the processing unit, network connection information from the system, through the first connection, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection.
  • the method further comprises sending, by the processing unit, one or more instructions, for establishing or improving the second connection, to the system, through the first connection.
  • the network is an Internet Protocol (IP) based network and the second connection is established or attempted to be established by the second wireless network connection enabling component of the system, via a networking device connected to the Internet.
  • IP Internet Protocol
  • the network connection information includes one or more of the following:
  • IP Internet Protocol
  • indication of IP address collisions resulting from the DHCP server allocating an IP address, the IP address being allocated to another device;
  • indication of unavailability of a Domain Name Server (DNS) i. indication of unavailability of route to a requested host;
  • the instructions include one or more of the following:
  • the network connection information includes one or more of the following:
  • the instructions include one or more of the following: a. instruct the controller to restart;
  • the wireless access point i. instruct the wireless access point to update its firmware, wherein the instruction comprises a wireless access point firmware update.
  • the instructions are automatically determined by the processing unit.
  • the method further comprises: establishing, by the processing unit, a third connection between the user device and the network; and sending, by the processing unit, the network connection information to a remote support computer, through the third connection.
  • the method further comprises: establishing, by the processing unit, a third connection between the user device and the network; sending, by the processing unit, the network connection information to a remote support computer, through the third connection; and receiving, by the processing unit, the instructions from the remote support computer, through the third connection.
  • the instructions are automatically determined by the remote support computer.
  • the instructions are provided by a user of the remote support computer.
  • the method further comprises performing, by the processing unit, the following for establishing the third connection: disconnecting the first connection; and connecting the first wireless network connection enabling component and a networking device connected to the network.
  • the method further comprises performing, by the processing unit, the following before sending the instructions: disconnecting the third connection; and re-establishing the first connection.
  • the user device further comprises a third wireless network connection enabling component, capable of connecting to the network, and the third connection is established utilizing the third wireless network connection enabling component.
  • the third wireless network connection enabling component is a Wi-Fi client and the third connection is established also utilizing a networking device.
  • the third wireless network connection enabling component is a cellular network client and the third connection is established by the third wireless network connection enabling component not through a local area network.
  • a method comprising: receiving, by a processing unit of a remote support computer, from a user device, network connection information, the network connection information originating from a system, through a first connection established between a first wireless network connection enabling component of the user device and a wireless access point of the system, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection; and sending, by the processing unit, one or more instructions, for establishing or improving the second connection, to the system, through the first connection.
  • the network is an Internet Protocol (IP) based network and the second connection is established or attempted to be established by the second wireless network connection enabling component of the system via a networking device connected to the Internet.
  • IP Internet Protocol
  • the network connection information includes one or more of the following:
  • DHCP Dynamic Host Configuration Protocol
  • g indication of IP address collisions resulting from the DHCP server allocating an IP address, the IP address being allocated to another device;
  • DNS Domain Name Server
  • the instructions include one or more of the following: a. instruct the second wireless network connection enabling component to establish the second connection using a given security protocol;
  • the network connection information includes one or more of the following:
  • the instructions include one or more of the following:
  • the wireless network connection enabling component to update its firmware, wherein the instruction comprises a wireless network connection enabling component firmware update;
  • the wireless access point to update its firmware, wherein the instruction comprises a wireless access point firmware update.
  • the instructions are automatically determined by the processing unit.
  • a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code, executable by at least one processor of a computer to perform a method comprising: receiving, by a controller comprised within a system, from a user device, through a first connection established between the user device and a wireless access point comprised within the system, a network connection information request; obtaining, by the controller, from a wireless network connection enabling component comprised within the system and capable of connecting to a network, network connection information relating to either (a) a second connection between the system and the network, or (b) a failure of a connection attempt for establishing the second connection; and sending, by the controller, through the first connection, the network connection information to the user device.
  • a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code, executable by at least one processor of a computer to perform a method comprising: establishing, by a processing unit comprised within a user device, a first connection between the user device and a system, utilizing a wireless access point comprised within the system and a wireless network connection enabling component comprised within the user device and capable of connecting to the wireless access point; sending, by the processing unit, a network connection information request to the system, through the first connection; and receiving, by the processing unit, network connection information from the system, through the first connection, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection.
  • a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code, executable by at least one processor of a computer to perform a method comprising: receiving, by a processing unit of a remote support computer, from a user device, network connection information, the network connection information originating from a system, through a first connection established between a first wireless network connection enabling component of the user device and a wireless access point of the system, the network connection information relating to either (a) a second connection between a second wireless network connection enabling component of the system and a network, or (b) a failure of a connection attempt for establishing the second connection; and sending, by the processing unit, one or more instructions, for establishing or improving the second connection, to the system, through the first connection.
  • FIG. 1 is a schematic illustration of an environment of a system for remotely troubleshooting network connection problems, in accordance with the presently disclosed subject matter;
  • Fig. 2 is a block diagram schematically illustrating one example of a system and a device and a connection therebetween, in accordance with the presently disclosed subject matter;
  • Fig. 3 is a block diagram schematically illustrating one example of a system, a user device and a networking device, and various connections therebetween, in accordance with the presently disclosed subject matter;
  • Fig. 4 is a block diagram schematically illustrating one example of a remote support computer connectable to a network, in accordance with the presently disclosed subject matter
  • Fig. 5 is a flowchart illustrating one example of a sequence of operations carried out by the system for resolving network connectivity problems, in accordance with the presently disclosed subject matter
  • Fig. 6 is a flowchart illustrating one example of a sequence of operations carried out by a user device for resolving network connectivity problems of a system, in accordance with the presently disclosed subject matter;
  • Fig. 7 is a flowchart illustrating one example of a sequence of operations carried out by a user device for managing connections to the system and to a networking device, in accordance with the presently disclosed subject matter;
  • Fig. 8 is a flowchart illustrating one example of a sequence of operations carried out by a remote support computer for resolving network connectivity problems of a system, in accordance with the presently disclosed subject matter.
  • ⁇ should be expansively construed to cover any kind of electronic device with data processing capabilities, including, by way of non-limiting example, a personal desktop/laptop computer, a server, a computing system, a communication device, a smartphone, a tablet computer, a smart television, a processor (e.g. digital signal processor (DSP), a microcontroller, a field programmable gate array (FPGA), an application specific integrated circuit (ASIC), etc.), any other electronic computing device, and/or any combination thereof.
  • DSP digital signal processor
  • FPGA field programmable gate array
  • ASIC application specific integrated circuit
  • non-transitory is used herein to exclude transitory, propagating signals, but to otherwise include any volatile or non- volatile computer memory technology suitable to the application.
  • the phrase “for example,” “such as”, “for instance” and variants thereof describe non-limiting embodiments of the presently disclosed subject matter.
  • Reference in the specification to “one case”, “some cases”, “other cases” or variants thereof means that a particular feature, structure or characteristic described in connection with the embodiment(s) is included in at least one embodiment of the presently disclosed subject matter.
  • the appearance of the phrase “one case”, “some cases”, “other cases” or variants thereof does not necessarily refer to the same embodiment(s).
  • Figs. 1-4 illustrate a general schematic of the system architecture in accordance with an embodiment of the presently disclosed subject matter.
  • Each module in Figs. 1-4 can be made up of any combination of software, hardware and/or firmware that performs the functions as defined and explained herein.
  • the modules in Figs. 1-4 may be centralized in one location or dispersed over more than one location.
  • the system may comprise fewer, more, and/or different modules than those shown in Figs. 1-4.
  • FIG. 1 showing schematic illustration of an environment of a system for remotely troubleshooting network connection problems, in accordance with the presently disclosed subject matter.
  • the environment 10 includes one or more systems 110, each having a controller, a wireless access point, a wireless network connection-enabling component (e.g. a Wi-Fi client or any other component capable of connecting to a wireless network networking device) and system memory, as further detailed herein, inter alia with reference to Fig. 2.
  • the system 110 can be a home appliance (such as a refrigerator, a washing machine, a water heater, an air conditioner, a television set, an audio system, a smart light bulb, or and any other electronic system) that is designed to connect to a network 140 (e.g. any Internet Protocol (IP) based network, such as the Internet).
  • IP Internet Protocol
  • system 110 can be comprised within a hardware module connectable to a device 100 (e.g. through a serial/parallel port thereof, or using any other suitable connection mechanism).
  • the device 100 can be a home appliance not designed to connect to the network 140, and connecting the hardware module thereto enables the device 100 to connect to the network 140, as further detailed herein.
  • the environment 10 further includes at least one networking device 130 (e.g. a router, a wireless router, a hotspot, an access point, or any other device enabling other devices connecting thereto with access to network 140), capable of connecting one or more systems 110 to the network 140.
  • the system 110 attempts to connect to the network 140 via the networking device 130, utilizing its wireless network connection-enabling component.
  • the attempt fails due to various reasons (e.g. IP address allocation errors, incompatible firmware, malfunctioning hardware, etc.) or the established connection is un-stable (e.g. due to weak network signal, etc.).
  • the environment 10 still further includes a user device 120 (e.g. a desktop computer, a laptop computer, a hand held user devices (such as smart phones, tables, etc.)), or any other device operated by a user.
  • the user device 120 having a processing unit and a wireless network connection-enabling component (e.g. a Wi-Fi client, a third generation (3G) mobile network client, a fourth generation (4G) mobile network client, or any other component capable of connecting to networking device 130 or to an mobile or wireless network, such as network 140 or a cellular network, etc.).
  • the wireless network connection-enabling component of the user device 120 enables it to connect to the network 140, as further detailed herein, inter alia with reference to Fig. 3).
  • the user device 120 can connect (e.g. utilizing a dedicated software application) to a wireless access point of the system 110 (utilizing its wireless network connection- enabling component) in order to attempt resolving the failed or un-stable connection, as further detailed herein, inter alia with reference to Figs. 5-8.
  • the user device 120 can connect to the network 140 via the networking device 130, for enabling a remote support computer 150 (e.g. any type of computer having a processing unit and connected to the network 140) to resolve the failed or un-stable connection, as further detailed herein, inter alia with reference to Figs. 6-7.
  • a remote support computer 150 e.g. any type of computer having a processing unit and connected to the network 140
  • FIG. 2 showing a block diagram schematically illustrating one example of a system and a device and a connection therebetween, in accordance with the presently disclosed subject matter.
  • the system 110 can comprise or be otherwise associated with a system memory 250 (e.g. a database, a storage system, a memory including Read Only Memory - ROM, Random Access Memory - RAM, or any other type of memory, etc.) configured to store data, including, inter alia, firmware for operating the system 110, information relating to the connection of the system 110 to the networking device 130, etc., as further detailed herein.
  • system memory 250 can be further configured to enable retrieval and/or update and/or deletion of the stored data. It is to be noted that in some cases, system memory 250 can be distributed.
  • the system 110 further includes a wireless network connection-enabling component 255 (e.g. a Wi-Fi client or any other component capable of connecting to networking device 130) through which system 110 can connect (or attempt to connect) to the networking device 130.
  • a wireless network connection-enabling component 255 e.g. a Wi-Fi client or any other component capable of connecting to networking device 130
  • the system 110 also includes a wireless access point 260, configured to enable the user device 120 to connect thereto.
  • the wireless access point 260 becomes active upon detection (e.g. by system 110) of network connectivity problems (e.g. failure of system 110 to connect to network 140) and in some cases the wireless access point 260 becomes active upon a series of physical identification operations executed on the system 110 (e.g. a user of the system 110 presses a specific button of the system 110 one time or another pre-determined number of times consecutively, etc.).
  • connection between the system 110 and the user device 120 can be established automatically, e.g. using a pre-shared identifier, such as the name of the network published by wireless access point 260 or using another method.
  • a pre-shared identifier such as the name of the network published by wireless access point 260 or using another method.
  • the name of the network published by the wireless access point 260 can be hidden, thus enabling only user devices 120 that are familiar with the name of the network published by the wireless access point 260 to connect to it seamlessly.
  • multiple systems 110 can co-exist in the same environment 10 and utilizing a unique naming convention of the published wireless network name or another pre-shared hashed key mechanism can enable each user device 120 to determine which network of the networks published by the wireless access points 260 to connect to.
  • the system 110 further includes a controller 270.
  • Controller 270 can be one or more processing units (e.g. central processing units), microprocessors, microcontrollers (e.g. microcontroller units (MCUs)) or any other computing devices or modules, including multiple and/or parallel and/or distributed processing units, which are adapted to independently or cooperatively process data for controlling relevant system 110 resources and for enabling operations related to system 110 resources.
  • processing units e.g. central processing units
  • microprocessors e.g. microcontroller units (MCUs)
  • MCUs microcontroller units
  • the controller 270 can comprise one or more of the following modules: device controller management module 280, network connection management module 285, instructions execution module 290 and a network connection information management module 295.
  • the device controller management module 280 can be configured to control a controller of the device 100 in those cases where the system 110 is comprised within a hardware module connected to a device 100, as further detailed, inter alia, with reference to Fig. 5.
  • the network connection management module 285 can be configured to manage the connections between the system 110 and the networking device 130 and connections between the system 110 and the user device 120, and to resolve network connectivity problems, as further detailed, inter alia, with reference to Fig. 5.
  • the instructions execution module 290 can be configured to execute one or more instructions received from the user device 120, as further detailed, inter alia, with reference to Fig. 5.
  • the network connection information management module 295 can be configured to obtain network connection information relating to a connection between the system 110 and the networking device 130 or to a failure thereof, as further detailed, inter alia, with reference to Fig. 5.
  • system 110 can be comprised within a hardware module.
  • the system can be connected to a device 100, e.g. through a serial/parallel port thereof (or using any other suitable connection mechanism).
  • system 110 can have a serial/parallel port connector 240 capable of connecting to a serial/parallel port connector 210 of the device 100. Connecting the system 110 to the serial/parallel port of the device 100 enables the system 110 to directly communicate with and or control the device controller 230.
  • the device controller 230 comprised within the device 100 can be one or more processing units (e.g. central processing units), microprocessors, microcontrollers (e.g. microcontroller units (MCUs)) or any other computing devices or modules, including multiple and/or parallel and/or distributed processing units, which are adapted to independently or cooperatively process data for controlling relevant device 100 resources and for enabling operations related to device 100 resources.
  • processing units e.g. central processing units
  • microprocessors e.g. microcontroller units (MCUs)
  • MCUs microcontroller units
  • the device 100 can further comprise or be otherwise associated with a device memory 220 (e.g. a database, a storage system, a memory including Read Only Memory - ROM, Random Access Memory - RAM, or any other type of memory, etc.) configured to store data, including, inter alia, firmware for operating the device 100.
  • device memory 220 can be further configured to enable retrieval and/or update and/or deletion of the stored data. It is to be noted that in some cases, device memory 220 can be distributed.
  • FIG. 3 a block diagram is shown illustrating one example of a system, a user device and a networking device, and various connections therebetween, in accordance with the presently disclosed subject matter.
  • the user device 120 comprises one or more wireless network connection-enabling components 300 (e.g. a Wi-Fi client, a third generation (3G) mobile network client, a fourth generation (4G) mobile network client, or any other component capable of connecting to networking device 130 or to a mobile or wireless network, such as network 140 or a cellular network, etc.).
  • the user device 120 can comprise a first wireless network connection-enabling component 300, being a Wi-Fi client, and a second wireless network connection-enabling component 300, being a mobile network client (e.g. a third generation (3G) mobile network client, a fourth generation (4G) mobile network client, etc.), capable of operating simultaneously.
  • the user device 120 comprises one or more wireless network connection-enabling components 300 (e.g. a Wi-Fi client, a third generation (3G) mobile network client, a fourth generation (4G) mobile network client, etc.) and another wired connection to the network 140 via the networking device 130.
  • wireless network connection-enabling components 300 e.g. a Wi-Fi client, a third generation (3G) mobile network client, a fourth generation (4G) mobile network client, etc.
  • the user device 120 further comprises a processing unit 310.
  • Processing unit 310 can be one or more processing units (e.g. central processing units), microprocessors, microcontrollers (e.g. microcontroller units (MCUs)) or any other computing devices or modules, including multiple and/or parallel and/or distributed processing units, which are adapted to independently or cooperatively process data for controlling relevant user device 120 resources and for enabling operations related to user device 120 resources.
  • processing units e.g. central processing units
  • microprocessors e.g. microcontroller units (MCUs)
  • MCUs microcontroller units
  • the processing unit 310 can comprise one or more of the following modules: network connection management module 350, instructions determination module 360 and a network connection information management module 370.
  • the network connection management module 350 can be configured to manage the first connection 320 between the user device 120 and the system 110 and the third connection 340 between the user device 120 and the networking device 130, as further detailed, inter alia, with reference to Fig. 5.
  • the instructions determination module 360 can be configured to determine one or more instruction to be sent to the system 110 for resolving errors in establishing a connection between the system 110 and the networking device 130, or instability of such connection, as further detailed, inter alia, with reference to Fig. 6.
  • the network connection information management module 370 can be configured to obtain, from the system 110, through a connection between the system 110 and the user device 120 (also referred to herein as first connection 320), network connection information relating to a connection between the system 110 and the networking device 130 or to a failure thereof, and optionally send the network connection information, through a connection between the user device 120 and the networking device 130 (also referred to herein as third connection 340), to a remote support computer 150, as further detailed, inter alia, with reference to Fig. 6.
  • the system 110 attempts to connect to the network 140 via the networking device 130, utilizing its wireless network connection- enabling component, for establishing a connection, also referred to herein as second connection 330.
  • the attempt fails due to various reasons (e.g. IP address allocation errors, incompatible firmware, malfunctioning hardware, etc.) or the established connection (second connection 330) is un-stable (e.g. due to weak network signal, etc.).
  • second connection 330 is un-stable
  • the user device 120 can establish a connection, also referred to herein as first connection 320, to a wireless access point 260 of the system 110 (e.g. utilizing its wireless network connection-enabling component 300 and a dedicated software application) in order to attempt resolving the failed or un-stable connection, as further detailed herein, inter alia with reference to Figs. 5-8.
  • the user device 120 can establish a connection (also referred to herein as third connection 340) to the network 140 via the networking device 130, for enabling a remote support computer 150 (e.g. any type of computer having a processing unit and connected to the network 140) to resolve the failed or un-stable connection, as further detailed herein, inter alia with reference to Figs. 6-7.
  • a remote support computer 150 e.g. any type of computer having a processing unit and connected to the network 140
  • Fig. 4 is a block diagram schematically illustrating one example of a remote support computer connectable to a network, in accordance with the presently disclosed subject matter.
  • the remote support computer 150 comprises a network interface 450, enabling connecting the remote support computer 150 to network 140 and enabling it to send and receive data sent thereto through the network 140, including sending and/or receiving network connection information data and various instructions as detailed herein, inter alia with reference to Figs. 6 and 8.
  • the remote support computer 150 further comprises a processing unit 410.
  • Processing unit 410 can be one or more processing units (e.g. central processing units), microprocessors, microcontrollers (e.g. microcontroller units (MCUs)) or any other computing devices or modules, including multiple and/or parallel and/or distributed processing units, which are adapted to independently or cooperatively process data for controlling relevant remote support computer 150 resources and for enabling operations related to remote support computer 150 resources.
  • processing units e.g. central processing units
  • microprocessors e.g. microcontroller units (MCUs)
  • MCUs microcontroller units
  • the processing unit 410 can comprise one or more of the following modules: instructions determination module 420 and a network connection information management module 430.
  • the instructions determination module 420 can be configured to determine one or more instruction to be sent to the system 110 for resolving errors in establishing a connection between the system 110 and the networking device 130, or instability of such connection, as further detailed, inter alia, with reference to Fig. 8.
  • the network connection information management module 430 can be configured to obtain, from the user device 120, network connection information relating to a connection between the system 110 and the networking device 130 or to a failure thereof, as further detailed, inter alia, with reference to Fig. 8.
  • FIG. 5 showing a flowchart illustrating one example of a sequence of operations carried out by the system for resolving network connectivity problems, in accordance with the presently disclosed subject matter.
  • the system 110 attempts to connect to the network 140 via the networking device 130, utilizing its wireless network connection- enabling component 250.
  • the attempt fails due to various reasons (e.g. IP address allocation errors, incompatible firmware, malfunctioning hardware, etc.) or the established connection is un-stable (e.g. due to weak network signal, etc.).
  • system 110 can be configured to execute a system network connectivity problems resolution process 500, utilizing network connection management module 285.
  • system 110 can be configured to receive, from the user device 120, through a first connection 320 established between the user device 120, utilizing the wireless network connection enabling component 300, and the wireless access point 260 of the system 110, a network connection information request (block 510).
  • the request can originate from the user device
  • the user device network connectivity problems resolution process 600 can be initiated automatically, e.g. through a polling mechanism periodically executed on the user device 120.
  • the name of the network published by the wireless access point 260 can be hidden, thus enabling only user devices 120 that are familiar with the name of the network published by the wireless access point 260 to connect to it seamlessly.
  • multiple systems 110 can co-exist in the same environment 10 and utilizing a unique naming convention of the published wireless network name or another pre-shared hashed key mechanism can enable each user device 120 to determine which network of the networks published by the wireless access points 260 to connect to.
  • system 110 can be configured to obtain from its wireless network connection enabling component 255, network connection information relating to either (a) the second connection 330 between the system 110 and the networking device 130, or (b) a failure of a connection attempt for establishing the second connection 330 (block 520).
  • the network connection information can include one or more of the following:
  • a hardware tests results report for the wireless network connection enabling component 255 (e.g. received after the controller 270 instructing execution of a hardware built in test (BIT) on the wireless network connection enabling component 255);
  • BIT hardware built in test
  • a hardware tests results report for the wireless access point 260 (e.g. received after the controller 270 instructing execution of a BIT on the wireless access point 260);
  • a hardware tests results report for the controller 270 (e.g. received after the controller 270 executes a BIT);
  • a software integrity tests results report for the wireless network connection enabling component 255 e.g. received after the controller 270 executes a checksum or a Cyclic Redundancy Check (CRC) test on the wireless network connection enabling component's 255 firmware
  • a software integrity tests results report for the wireless access point 260 e.g. received after the controller 270 executes a checksum or a CRC test on the wireless access point's 260 firmware
  • a software integrity tests results report for the controller 270 (e.g. received after the controller 270 executes a checksum or a CRC test on the system's 110 firmware);
  • k an indication of a measured signal strength of a signal originating from the networking device 130 and received by the wireless network connection enabling component 255; 1. an indication of a security protocol type mismatch between the networking device's 130 security protocol type and the wireless network connection enabling component's 255 security protocol type; m. an indication of an encryption mechanism type mismatch between the networking device's 130 encryption mechanism type and the wireless network connection enabling component's 255 encryption mechanism type;
  • IP Internet Protocol
  • DHCP server e.g. as the DHCP server is down
  • DNS Domain Name Server
  • the controller 270 can be further configured to send to the user device 120, through the first connection 320, the network connection information (block 530), and receive from the user device 120, through the first connection 320, one or more instructions (block 540).
  • the instructions can be determined automatically by the user device 120, or by a user of the user device 120 (e.g. through a User Interface (UI) of the user device 120) or automatically by a remote support computer 150, or by a user of the remote support computer 150 (e.g. through a UI of the remote support computer 150) (e.g. as further detailed with reference to Figs. 6 and 8).
  • UI User Interface
  • the instructions can include one or more of the following:
  • controller 270 instructs the controller 270 to restart (e.g. in response to a determination that the hardware test results report for the controller 270 indicated of one or more errors);
  • the wireless network connection enabling component 255 instruct the wireless network connection enabling component 255 to restart (e.g. in response to a determination that the hardware test results report for the wireless network connection enabling component 255 indicated of one or more errors);
  • the wireless network connection enabling component 255 e. instruct the wireless network connection enabling component 255 to reload its firmware (e.g. in response to a determination that a result of the wireless network connection enabling component's 255 firmware checksum did not match the expected value);
  • the wireless access point 260 to reload its firmware (e.g. in response to a determination that a result of the wireless access point's 260 firmware checksum did not match the expected value); g. instruct the controller 270 to update the system's 110 firmware, wherein the instruction comprises a system firmware update (e.g. in response to a determination that the system's 110 firmware version is not the most up to date firmware version thereof);
  • the instruction comprises a wireless network connection enabling component firmware update (e.g. in response to a determination that the wireless network connection enabling component's 255 firmware version is not the most up to date firmware version thereof);
  • the instruction comprises a wireless access point firmware update (e.g. in response to a determination that the wireless access point's 260 firmware version is not the most up to date firmware version thereof);
  • the controller 270 instructs the controller 270 to control the device controller 230 for executing a device firmware update instruction, thereby updating the firmware of the device 100, wherein the firmware update is comprised within the device firmware update instruction (e.g. in response to a determination that the device controller's 230 firmware version is not the most up to date firmware version thereof);
  • the wireless network connection enabling component 255 instructs the wireless network connection enabling component 255 to establish the second connection 330 using a given security protocol (e.g. in response to a determination that a security protocol type mismatch between the networking device's 130 security protocol type and the wireless network connection enabling component's 255 security protocol type exists, e.g. made utilizing the network connection information); 1. instruct the wireless network connection enabling component 255 to establish the second connection 330 using a given password (e.g. in response to a determination that a wrong password was provided by the wireless network connection enabling component 255 for connecting to the networking device 130, e.g. made utilizing the network connection information);
  • the wireless network connection enabling component 255 instruct the wireless network connection enabling component 255 to establish the second connection 330 using a given encryption mechanism (e.g. in response to a determination that an encryption mechanism type mismatch between the networking device's 130 encryption mechanism type and the wireless network connection enabling component's 255 encryption mechanism type exists, e.g. made utilizing the network connection information);
  • the wireless network connection enabling component 255 instruct the wireless network connection enabling component 255 to refresh its routing table (e.g. in response to a determination of unavailability of a route to a requested host, e.g. made utilizing the network connection information).
  • the controller 270 can be further configured to execute the received instructions (block 550).
  • some of the blocks can be integrated into a consolidated block or can be broken down to a few blocks and/or other blocks may be added. It is to be further noted that some of the blocks (e.g. blocks 540 and 550) are optional. It should be also noted that whilst the flow diagram is described also with reference to the system elements that realizes them, this is by no means binding, and the blocks can be performed by elements other than those described herein.
  • FIG. 6 a flowchart illustrating one example of a sequence of operations carried out by a user device for resolving network connectivity problems of a system is shown, in accordance with the presently disclosed subject matter.
  • user device 120 can be configured to execute a user device network connectivity problems resolution process 600, utilizing network connection management module 350.
  • the system 110 attempts to connect to the network 140 via the networking device 130, utilizing its wireless network connection- enabling component 255, for establishing a connection, also referred to herein as second connection 330.
  • the attempt fails due to various reasons (e.g. IP address allocation errors, incompatible firmware, malfunctioning hardware, etc.) or the established connection (second connection 330) is un-stable (e.g. due to weak network signal, etc.).
  • the user device 120 can be configured to establish a first connection 320, to a wireless access point 260 of the system 110 (e.g. utilizing its wireless network connection-enabling component 300 and a dedicated software application) in order to attempt resolving the failed or un-stable connection (block 610).
  • a wireless access point 260 of the system 110 e.g. utilizing its wireless network connection-enabling component 300 and a dedicated software application
  • a user of the user device 120 upon encountering the network connectivity problems of the system 110 when trying to connect it to network 140, can initiate the user device network connectivity problems resolution process 600 (e.g. utilizing dedicated software installed on the user device 120 having a UI enabling the user of the user device 120 to initiate the user device network connectivity problems resolution process 600 ).
  • the user device network connectivity problems resolution process 600 can be initiated by the user device 120 automatically.
  • the automatic initiation can be for example through a polling mechanism periodically executed on the user device 120.
  • the name of the network published by the wireless access point 260 can be hidden, thus enabling only user devices 120 that are familiar with the name of the network published by the wireless access point 260 to connect to it seamlessly.
  • multiple systems 110 can co-exist in the same environment 10 and utilizing a unique naming convention of the published wireless network name or another pre-shared hashed key mechanism can enable each user device 120 to determine which network of the networks published by the wireless access points 260 to connect to.
  • the user device 120 can be configured to send a network connection information request to the system 110 (which receives the request in block 510), through the first connection 320 (block 620).
  • the user device 120 can be further configured to receive network connection information from the system 110 (which sends the network connection information thereto at block 530), through the first connection 320.
  • the network connection information relates to either (a) a second connection 330 between a wireless network connection enabling component 255 of the system 110 and a network 140 (via networking device 130), or (b) a failure of a connection attempt for establishing the second connection 330 (block 630).
  • Network connection information can include one or more of the non-limiting examples provided in this respect with reference to Fig. 5.
  • the network connection information can be displayed to the user of the user device 120, e.g. utilizing dedicated software installed on the user device 120 having one or more UI screens enabling the user of the user device 120 to view the network connection information.
  • the user device network connectivity problems resolution process 600 involves remote support provided by a remote support computer 150.
  • the user device 120 can be further configured to establish a third connection 340 between the user device 120 and the network 140 (via the networking device 130) (block 650).
  • the third connection 340 and the first connection 320 can simultaneously exist (e.g. in cases the user device 120 comprises of a first wireless network connection-enabling component 300, being a Wi-Fi client, and a second wireless network connection-enabling component 300, being a mobile network client (e.g.
  • a third generation (3G) mobile network client a fourth generation (4G) mobile network client, etc.
  • the user device 120 executes a network connection management process 700 as further detailed herein with reference to Fig. 7, during which the first connection 320 is disconnected, a third connection 340 is established, information is sent and received through the third connection 340 (as detailed herein in respect to blocks 660 and 670), the third connection 340 is disconnected and the first connection 320 is re-established.
  • the user device 120 can send the network connection information to a remote support computer 150, through the third connection 340 (block 660).
  • the user device 120 can thereafter receive instructions from the remote support computer 150, through the third connection 340 (block 670). Such instructions can be determined automatically by the remote support computer 150, or by a user of the remote support computer 150. Non-limiting examples of instructions are provided with reference to Fig. 5.
  • the user device 120 can be optionally configured to send the received instructions, to the system 110, through the first connection 320, for establishing or improving the second connection 330 (block 680). In those cases, where the user device 120 executed the network connection management process 700, the first connection 320 is re-established before executing block 680.
  • the user 5 device 120 can optionally be configured to send one or more instructions, to the system, through the first connection 320, for establishing or improving the second connection 330 (block 640).
  • Such instructions can be determined automatically by the user device 120, or manually by a user of the user device 120 (e.g. utilizing one or more UI screens of the user device 120, enabling the user of the user device 120 to determine one or
  • some of the blocks can be integrated into a consolidated block or can be broken down to a few blocks and/or other blocks may be added. It is to be further noted that some of the blocks (e.g. blocks 640 to
  • FIG. 7 there is shown a flowchart illustrating one example of a sequence of operations carried out by a user device for managing connections to the
  • user device 120 can be configured to execute a user device network connection management process 700, utilizing network connection management module 350.
  • user device 120 can be configure to disconnect the first connection 320 (block 710), connect the first wireless network connection enabling component 300 of the user device 120 and the networking device 130 connected to the network 140, giving rise to the third connection 340 (block 720).
  • the user device 120 then executes blocks 660 and 670 by sending and receiving
  • the user device 120 can be configured to disconnect the third connection 340 (block 730) and to re-establish the first connection 320 (block 740) in a similar manner to block 610.
  • FIG. 8 there is shown a flowchart illustrating one example of a sequence of operations carried out by a remote support computer 150 for resolving network connectivity problems of a system 110, in accordance with the presently disclosed subject matter.
  • remote support computer 150 can be configured to execute a remote support computer network connectivity problems resolution process 800, utilizing a network connection information management module 430 and an instructions determination module 420.
  • remote support computer 150 can be configured (e.g. utilizing the network connection information management module 430) to receive network connection information from a user device 120, the network connection information originating from the system 110, through a first connection 320 established between a wireless network connection enabling component 300 of the user device 120 and a wireless access point 260 of the system 110, the network connection information relating to either (a) a second connection 330 between a wireless network connection enabling component 255 of the system 110 and a network 140 (via a networking device 130), or (b) a failure of a connection attempt for establishing the second connection 330 (block 810).
  • the received network connection information is the network connection information sent at block 660.
  • the network connection information can be displayed to the user of the remote support computer 150, e.g. utilizing a dedicated software installed on the remote support computer 150 having one or more UI screens enabling the user of the remote support computer 150 to view the network connection information.
  • the remote support computer 150 can be further configured (e.g. utilizing the instructions determination module 420) to send one or more instructions, for establishing or improving the second connection 330, to the system 110, through the first connection 320 (block 820).
  • Such instructions can be determined automatically by the remote support computer 150, or manually by a user of the remote support computer 150 (e.g. utilizing one or more UI screens of the remote support computer 150, enabling the user of the remote support computer 150 to determine one or more instructions, and their parameters, to be sent to system 110),
  • the sent instructions are received by user device 120 at block 670.
  • Non-limiting examples of instructions are provided with reference to Fig. 5.
  • system can be implemented, at least partly, as a suitably programmed computer.
  • the presently disclosed subject matter contemplates a computer program being readable by a computer for executing the disclosed method.
  • the presently disclosed subject matter further contemplates a machine-readable memory tangibly embodying a program of instructions executable by the machine for executing the disclosed method.

Abstract

Un système selon l'invention comprend : un composant d'activation de connexion réseau sans fil, apte à se connecter à un réseau ; un point d'accès sans fil, permettant à un dispositif d'utilisateur de se connecter à celui-ci ; et un contrôleur. Le contrôleur est configuré pour : recevoir, du dispositif d'utilisateur, via une première connexion établie entre le dispositif d'utilisateur et le point d'accès sans fil, une demande d'informations de connexion réseau ; et obtenir, du composant d'activation de connexion réseau sans fil, des informations de connexion réseau concernant (a) une seconde connexion entre le système et le réseau, ou (b) un échec d'une tentative de connexion pour établir la seconde connexion ; et envoyer, via la première connexion, les informations de connexion réseau au dispositif d'utilisateur.
PCT/IL2017/050340 2016-03-31 2017-03-19 Système et procédé de dépannage à distance de problèmes de connexion réseau WO2017168408A1 (fr)

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Citations (3)

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US20040203698A1 (en) * 2002-04-22 2004-10-14 Intel Corporation Pre-notification of potential connection loss in wireless local area network
US20070198656A1 (en) * 2006-01-24 2007-08-23 Citrix Systems, Inc. Methods and servers for establishing a connection between a client system and a virtual machine executing in a terminal services session and hosting a requested computing environment
US20150140986A1 (en) * 2013-11-15 2015-05-21 Broadcom Corporation Auxiliary Channel Remote Device Management, Diagnostics, and Self-Installation

Patent Citations (3)

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Publication number Priority date Publication date Assignee Title
US20040203698A1 (en) * 2002-04-22 2004-10-14 Intel Corporation Pre-notification of potential connection loss in wireless local area network
US20070198656A1 (en) * 2006-01-24 2007-08-23 Citrix Systems, Inc. Methods and servers for establishing a connection between a client system and a virtual machine executing in a terminal services session and hosting a requested computing environment
US20150140986A1 (en) * 2013-11-15 2015-05-21 Broadcom Corporation Auxiliary Channel Remote Device Management, Diagnostics, and Self-Installation

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