.
`United States Patent
`
`[19]
`
`l|||||IllllllllllllllllllllIlllllllllllllllllllIllllIllllllllllllllllllllll
`USOOS367667A
`[11] Patent Number:
`
`5,367,667
`
`
`Wahlquist et a1.
`[45] Date of Patent:
`Nov. 22, 1994
`
`[54] SYSTEM FOR PERFORMING REMOTE
`COMPUTER SYSTEM DIAGNOSTIC TESTS
`
`6/1993 Low et a1. .......................... 371/16.1
`5,218,605
`5,274,546 12/1993 Kinoshita ........................... 37 1/ 16.1
`
`[75]
`
`Inventors: Donnie G. Wahlquist; John S.
`Harsany; Mark S. Matson, all of
`Houston, Tex.
`
`.
`‘
`Primary Examiner"HOfl T. Nguyen
`Attorney, Agent, or Fzrm—Pravel, Hetht, Kimball &
`Kneger
`
`[73] Assignee: Compaq Computer Corporation,
`HOUStOIl, TCX-
`[21] AP 1 No , 951 724
`p.
`"
`’
`[22] Filed:
`Sep. 25, 1992
`
`GO 5F
`5
`
`395/575 3711/11/60?
`16‘; Céi
`Egg
`
`[58] Field of. Search""""3‘55/575 371/16 1 15 1
`371/29 1
`'
`
`[56]
`
`References Cited
`U.S. PATENT DOCUMENTS
`.
`4/1989 Tgkéhashl .......................... 371/16.1
`4,828,343
`
`419651676 10/1990 E119“ 31' """"""
`358/406
`4,972,453 11/1990 Daniel, III et a1. ................ 371/15.1
`5,115,177
`5/1992 Tanaka et a].
`................... 318/568.1
`5,124,622 6/1992
`318/569
`
`5’127’005
`6/1992
`395/575
`
`
` 5,179,695 1/1993 .
`395/575
`
`5,214,772
`5/1993 Weinberger et a1.
`............... 395/575
`100
`
`ABSTRACT
`[57]
`A method for performing remote diagnostics on a per-
`sonal computer system in which the user calls a help
`desk representative who creates a computerized case
`file which includes modem telephone numbers, call and
`computer identification information. The representative
`also selects specific diagnostic tests, resident on the
`user’s diagnostic disk, to be run on the user’s computer.
`The representative creates a batch job which causes a
`computer to connect to the user’s computer via modem
`and instructs the user’s computer to perform the se-
`lected tests. The telephone connection IS then broken.
`The users computer reconnects With the help desk
`computer on completion of the tests and reports the
`result to the help desk representative. The representa-
`“V6 the.“ ”NEWS Lhe files and “1315 the use}: ““1 recom'
`mendations. Certain necessary Lles can t en be down-
`loaded usmg a Slmllal' procedure.
`
`14 Claims, 5 Drawing Sheets
`
`102
`
`104
`
`USER CALLS
`HELP DESK
`
`.
`
`CALL ROUTED To HELP
`REPRESENTATIVE
`
`”€15,115? SEES
`
`108
`
`120
`
`ESTAEUSH UNK
`
`DIAGNOSTIC TESTS
`
`114
`
`USER INITIATES
`Ducuosnc PROGRAM
`TO 111m CALL;
`END CONVERSATION
`
`HELP REP suauns
`CASE FILE T0
`DB WGER
`APPUCATTON
`
`DB MANAGER
`SCHEDULES CASE JOB
`
`116
`
`11a
`
`125
`
`
`
`'1
`
`Y
`DOWNLOAD CASE
`AND SCRIPT FILE
`UNK MANAGER BREAKS
`
`couuumcmons
`
`CAU. AUTORUN
`
`
`use: COMPUTER
`REBOOTS
`
`N 0
`
`125
`
`130
`
`’32
`
`154
`
`Cardiocom Ex. 1003
`
`SELECTED BY HELP REP
`
`_
`
`11311 8151155111
`“ACH‘NE
`
`112
`
`UNK MANAGER
`VERIFIES COMPUTER
`IDENITFICATION
`
`Cardiocom Ex. 1003
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 1 of 5
`
`95
`
`367,667
`
`Om0k
`
`Emmi.mum:
`
`5:528mmszoo
`
`om
`
`Eco:
`
`‘‘8‘.
`
`on
`
`mzZIEDE
`
`Eco:
`
`Q»
`
`ONa:
`
`
`532.3532;zmSn—zou
`x2:mm<m§<oxmmoEm:
`
`
`
`
`
`
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 2 of 5
`
`5,367,667
`
`100
`
`USER CALLS
`HELP DESK
`
`CALL ROUTED TO HELP
`REPRESENTATIVE
`
`HELP REP SETS
`UP CASE FILE
`
`102
`
`104
`
`106
`
`108
`
`120
`
`UNK MANAGER CALLS
`USER COMPUTER TO
`ESTABLISH LINK
`
`DIAGNOSTIC TESTS
`SELECTED BY HELP REP
`
`
`
`112
`
`-
`
`AIR SHSALTIERNATE
`MACHINE
`
`UNK MANAGER
`VERIFIES COMPUTER
`IDENTIFICATION
`
`“4
`
`USER INITIATES
`
`
`
`OIAOrIéOflINcTPgAOERAM
`
`
`END CONVERSATION
`
`
`
`116
`
`
`
`HELP REP SUBMITS
`CASE FILE TO
`
`
`DB MANAGER
`APPLICATION
`
`
`
`DB MANAGER
`SCHEDULES CASE JOB
`
`
`
`
`
`126
`
`COMPMIFIIECRHIO I
`N 0
`
`
`CA3? M
`
`
`Y
`
`128
`
`130
`
`132
`
`134
`
`DOWNLOAD CASE
`AND SCRIPT FILE
`
`co” U
`
`CALL AUTORUN
`
`
`3
`
`USER COMPUTER
`
`I REBOOTS6'
`
`FIG. 2A
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 3 of 5
`
`5,367,667
`
`0
`
`136
`
`USER COMPUTER INITIATES
`COMMUNICATIONS
`WITH LINK MANAGER
`
`138
`
`USER COMPUTER
`TRANSMITS CASE FILE ID
`
`o
`
`140
`N
`
`142
`
`UNK MANAGER
`TERMINATEs
`CONNECTION
`
`144
`
`o
`
`146
`
`148
`
`150
`
`Y
`USER COMPUTER
`
`TRANSMITS SCRIPT,
`TEST III DATA FILES TO
`UNK MANAGER a:
`CLEANs OUT COPIES
`
`DB MANA ER
`G
`"(mm "ELF REP
`
`HELP REP REVIEWS
`DATA FILES To
`DETERMINE PROBLEM
`
`“ELISEREPTPM
`RECOMMENDATIONS
`
`
`
`
`e
`
`HELP REP SETS UP
`FILE FOR DB MANAGER;
`TERMINATEs CALL
`
`154
`
`RECOMMENDATIONS
`IMPLEMENTED.
`CALL TERMINATED
`
`CENTRE
`
`UNK mums;
`
`COMMUNICATIONS
`
`UPDATE FILES
`
`
`DOWNLOADED:
`
`UNK MANAGER
`TERMINATES
`COMMUNICATIONS
`
`
`1 64
`
`USER COMPUTER
`REBOOTS
`
`T 66 0
`
`STOP
`
`FIG. 23
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 4 of 5
`
`5,367,667
`
`0
`
`168
`
`UNK MANAGER DOWNLOADS
`SCRIPT FILES, TEST FILES
`
`LINK MANAGER TERMINATES
`CONNECTION
`
`170
`
`172
`
`USER TRANSFERS SCRIPT
`AND TEST FILES T0
`TARGET COMPUTER
`
`
`
`
`COMPUTER
`I.D. MATCH
`
`
`
`
`
`
`TARGET COMPUTER
`COMPLETES TESTS
`& REBOOTS
`
`178
`
`180
`
`USER TRANSFERS SCRIPT,
`TEST & DATA FILES TO
`COMPUTER III/MODEM
`
`COMPUTER ESTABUSHES
`COMMUNICATIONS WITH
`LINK MANAGER
`
`182
`
`® N 9
`
`Y
`
`184
`
`
`COMPUTER TRANSMTTS
`SCRIPT, TEST & DATA FILES
`
`
`TO UNK MANAGER &
`CLEANS OUT COPIES
`
`
`
`DB MANAGER NOTIFIES
`HELP REP.
`
`HELP REP. REVIEWS
`TEST .2 DATA FILES
`
`HELP REP. CALLS USER
`WITH RECOMMENDATIONS
`
`192
`
`
`
`FILES TO BE
`I OWNLOADED
`
`N
`
`
`
`186
`
`188
`
`190
`
`G
`
`
`Y
`
`194
`
`HELP REP. SETS UP
`FILES FOR DB MANAGER
`& TERMINATES THE CALL
`
`USER INITIATES
`DIAGNOSTIC PROGRAM
`
`
`
`DB MANAGER
`
`SCHEDULES JOB
`
`
`& INITIATES
`COMMUNICATIONS
`
`
`
`
`
`
`
`
`
`UPDATE FILES
`
`DOWNLOADED;
`UNK MANAGER
`
`TERMINATES
`COMMUNICATIONS
`
`
`USER TRANSFERS
`DOWNLOADED FILES
`TO TARGET COMPUTER
`
`& REBOOT
`
`196
`
`198
`
`200
`
`202
`
`FIG. 26'
`
`

`

`U.S. Patent
`
`Nov. 22, 1994
`
`Sheet 5 of 5
`
`5,367,667
`
`004
`
`AUTORUN "
`
`402
`
`SEARCH FOR
`SCRIPT FILE
`
`404
`
` DISPLAY AUTORUN
`
`426
`
`N
`
`FILE MISSING ERROR
`
`AUTORU
`SCRIPT FILE
`PRESENT
`9
`
`' Y
`
`ENABLE AUTORUN
`
`INSTALL SPECIAL
`ISRs AND SET
`KEYBOARD BUFFER
`
`SET TEST MODES
`AND INITTAL FLAGS
`
`PARSE AUTORUN FILE
`RECORD AT A TIME
`
`406
`
`408
`
`410
`
`412
`
`
`
`
`
`
`
`AUYI'AOLRIIJN
`comma
`?
`
`Y
`
`COPY INTO TEMPORARY
`COMMAND BUFFER
`
`LOAD KEYSTROKE
`BUFFER AS REQUIRED
`
`414
`N
`
`416
`
`RECORD ERROR
`MESSAGE AND LOG FILE
`
`
`
`
`422
`
`424
`
` MORE
`RECORDS IN
`FILE
`
`N
`
`9 '
`
`EXECUTE AUTORUN
`COMMANDS AND LOG
`
`428
`
`FIG.3
`
`RETURN
`
`

`

`1
`
`SYSTEM FOR PERFORMING REMOTE
`COMPUTER SYSTEM DIAGNOSTIC TESTS
`
`5,367,667
`
`2
`service generally cannot be cost justified in personal
`computer applications.
`SUMMARY OF THE PRESENT INVENTION
`
`BACKGROUND OF THE INVENTION
`
`1. Field of the Invention
`
`The present invention relates to a system for perform-
`ing computer diagnostic tests, and more particularly, to
`a method for automatically performing remote diagnos-
`tic tests on personal computers.
`2. State of the Related Art
`
`Personal computers have been used in an increasing
`number of business, home and recreational applications.
`Personal computer systems have also increased in their
`complexity and diversity. The average personal com-
`puter user, while having a working understanding of
`their specific applications and, perhaps, a basic working
`knowledge of the computer system itself, is generally
`unfamiliar with the hardware design, operating systems
`and computer system configuration. When a computer
`fails to operate in the manner expected, the user is often
`unable to determine the source of the problem or the
`necessary corrective action. The user may attempt to
`address the problem utilizing various diagnostic pro-
`grams and manuals supplied by the computer manufac-
`turer. However, it will be appreciated that much of the
`information contained within the diagnostic programs
`and manuals is often beyond the understanding of the
`average user. Further, the user may be unable to discern
`the import of the various test results.
`When faced with this problem, the user may call the
`computer manufacturer’s customer service line or help
`desk in an effort to obtain technical help. This generally
`entails calling a help desk and leaving a recording of the
`user’s name and telephone number. A help desk repre-
`sentative then calls the user back and records informa-
`
`tion concerning the user, the type of computer and
`attempts to determine the nature of the problem based
`on information provided by the user. The representative
`generally instructs the user to perform various diagnos-
`tic tests over the phone and the user describes the re-
`sults of such tests to the representative. The representa-
`tive may also attempt to emulate the problem on his
`own computer in an effort to determine the nature of
`the problem.
`This process is often slow and unsatisfactory. The
`amount of time required for the user to accurately de-
`scribe the problem to the help desk representative is
`often considerable. Further, the process of the represen-
`tative instructing the user to perform various diagnostic
`tests or corrective action is time consuming. It is also
`frequently plagued by inaccurate instructions being
`conveyed to the user over the phone. The process of the
`user reporting the results of diagnostic tests to the rep-
`resentative over the phone may likewise be plagued
`with communications errors.
`One means of speeding up this process is the use of
`remote diagnostic services. Remote computer diagnos-
`tic services are well known in mainframe computer
`applications. The user calls a customer service represen—
`tative and explains the nature of the problem. The rep-
`resentative then dials into the user’s computer via a
`modem and attempts to resolve the user’s problems
`while logged onto the user’s system. While this gives
`the representative a better opportunity to assess the
`user’s problem, it will be appreciated that this level of
`service is also time consuming. Moreover, this type of
`
`5
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`65
`
`. The present invention is directed to a method for
`performing remote diagnostic tests on a personal com-
`puter system. In the preferred method according to the
`present invention, a user calls the customer service help
`desk and the call is routed to a customer service repre-
`sentative. The customer service representative calls up
`an application on his or her computer to create a com-
`puterized case file which includes, among other items,
`user identification information,
`the user’s computer
`system identification, the user’s modem telephone num-
`ber and the help desk modem number. The user is then
`asked to identify the general nature of the problem.
`Based on the user’s explanation of the problem, the
`representative selects various diagnostic tests from a
`menu to be run on the user’s computer. The representa-
`tive can specify the number of times each test is to be
`performed, as well as the name of log files to be created
`when running the tests. The test selection information is
`used to build a high level instruction or script file. The
`script file is associated with the case file by a database
`manager application. The help desk representative then
`instructs the user, upon completion of the telephone
`call, to insert a diagnostic disk, supplied to the user upon
`purchase of the computer, into the computer and initi—
`ate a program which places the user computer’s modem
`in an auto answer mode. The help desk representative
`then terminates the call.
`The representative then submits the case and script
`files to the database manager which creates a service
`job. The database manager then schedules the job to be
`acted on by a communications link manager application.
`The link manager application dials the user’s modem
`number, which is in the case file, and establishes com-
`munications with the user’s system. The link manager
`then downloads the case and script files to the user’s
`computer. The user computer then terminates commu-
`nications with the link manager.
`The diagnostic program running on the user’s com-
`puter then initiates execution of the script file. The
`script file instructs the computer to execute selected test
`files resident on the user’s diagnostic disk. The script file
`also specifies the creation of various log files which
`record the results of the tests. Upon completion of all of
`the test programs specified in the script file, the diagnos-
`tic program will cause the user’s computer to reset.
`Following reset, the diagnostic program will instruct
`the user’s computer to dial the link manager task using
`the modem number provided in the case file. Upon
`establishment of communications, the link manager will
`perform a security check by interrogating the user’s
`computer for the case file identifier. If the user com—
`puter does not respond with a valid case file identifier,
`the link manager will terminate communications. If a
`valid case file identifier is received by the link manager,
`the user’s computer transmits the case, script and newly
`created log files to the link manager. The diagnostics
`program running on the user’s computer will also in-
`struct the user’s computer to delete all copies of the
`down-loaded case, script and generated log files from
`memory. The user’s computer then terminates commu-
`nications with the help desk communications manager.
`The link manager notifies the database manager
`which, in turn, notifies the help desk application and the
`representative that the diagnostic tests have completed.
`
`

`

`5,367,667
`
`3
`The representative may then call up the case, script and
`data files and examine the results of the diagnostic tests
`to determine the nature of the user computer’s problem.
`This permits the representative to make recommenda-
`tions based on the best available data, short of physi-
`cally having the user’s computer in front of him or her.
`The representative then calls the user and discusses
`the test results and makes specific recommendations to
`address the user’s problem. Where updated information,
`such as new ROM programming is required, the repre-
`sentative can arrange for the instructions to be down-
`loaded to the user’s computer via the link manager and
`diagnostic program running on the user’s computer.
`Thus, the present invention decreases the amount of
`time the help desk representative must spend on the
`telephone attempting to diagnose the user’s problem.
`Further, the help desk representative has the best infor-
`mation necessary to make informed recommendations.
`Lastly, the help desk representative will be able to ser-
`vice a greater number of service calls in less time.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`A better understanding of the invention can be ob-
`tained when the following detailed description of exem-
`plary embodiments is considered in conjunction with
`the following drawings, in which:
`FIG. 1 is a block diagram of a computer environment
`in which the present invention may be practiced;
`FIGS. 2A—2C are flow diagrams of the method ac-
`cording to the preferred embodiment; and
`FIG. 3 is a flow diagram of the operation of the diag-
`nostic system on the user’s computer.
`DESCRIPTION OF THE PREFERRED
`EMBODIMENT
`
`The present invention is intended to be used primarily
`in the realm of personal computers. The method of the
`present invention requires a number of preconditions.
`First, the user has access to a computer having a tele-
`phone modem capability and knows the help desk tele-
`phone number. Second, the user has access to the com-
`puter manufacturer’s diagnostic disk(s) for the com-
`puter.
`The diagnostic disk within the present invention in-
`cludes standard diagnostic or test programs that may be
`run by the user or within the method of the preferred
`embodiment. The diagnostic disk also includes program
`code which permits the user’s computer to read and
`translate a script file. While the preferred embodiment
`of the present invention utilizes standard diagnostic
`tests, it is contemplated that the diagnostic disk could
`include custom diagnostic test code for use within the
`method of the present invention. Further, it is contem-
`plated that the script file could include custom diagnos-
`tic tests downloaded with the script file.
`FIG. 1 is a block diagram of an illustrative hardware
`environment in which the method of the present inven-
`tion may be practiced. A user U experiences problems
`on computer 70 and is unable to resolve the problem
`utilizing the technical manuals or diagnostic programs
`provided by the computer manufacturer. The user U
`calls a help desk representative R for aid in resolving
`the problem. The help desk telephone number is gener-
`ally supplied by the computer manufacturer upon pur-
`chase of the computer. The help desk may be part of the
`computer manufacturer’s service organization or may
`be run by a separate company which has been con-
`tracted to provide this service.
`
`4
`The representative R is equipped with a computer 10
`on which he records information related to the user’s
`
`problem. The help desk computer 10 is connected via a
`network 40 to a database manager computer 20 and a
`communications link manager computer 30. Also at-
`tached to the link manager computer 30 is a multiline
`modem 50.
`
`It will be appreciated that multiple help desk comput-
`ers 10 may be attached to the network 40. Moreover,
`while FIG. 1 shows three service computers in the help
`desk environment, help desk computer 10, database
`manager computer 20 and link manager computer 30, a
`single computer running multiple tasks may be used to
`carry out the functions described below. Further, it is
`understood that the installation depicted in FIG. 1 is
`merely illustrative and does limit the practice of the
`claimed invention.
`On the user’s side, FIG. 1 illustrates a user computer
`70, having a modem 60 connected to a network 80. A
`second target computer 90 is also shown as being con-
`nected to the network 80. It will be appreciated that
`there are many other possible user U site configurations.
`The user U site may be a single computer 70 equipped
`with a modem 60. Alternatively, the target computer 90
`requiring diagnostic service may not be equipped with a
`modem 60 or attached to a network 80. In this instance,
`remote data communications would be between the
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`65
`
`computer 70 and the help desk link manager computer
`30. Files would then stored on removable storage media
`for transfer to the second computer 90. The method ofp
`the present invention makes provisions for the above
`possibilities at the user U site.
`FIGS. 2A-2C are flow diagrams depicting the
`method of the preferred embodiment. Operation of the
`method begins at step 100. Logical flow proceeds to
`step 102, wherein the user U calls the help desk. The
`help desk telephone number is generally provided to the
`user U upon purchase of the user’s computer 70 or 90.
`Logical flow transfers to step 104, wherein the user’s
`call is routed to a help desk representative R. Logical
`flow transfers to step 106, wherein the representative R
`creates a computerized case file. In the preferred em-
`' bodiment, the help desk computer 10 is running a task
`which permits the representative R to set up a file
`which includes a unique case identification number, the
`user’s identification, the user’s computer 70 or 90 identi-
`fication information, the customer’s modem number and
`the help desk’s remote communications modem number
`to permit the user’s computer 70 to dial in to the multi-
`line modem 50. Some of this information, such as the
`user’s computer modem 60 telephone number and the
`user’s computer identification information is provided
`to the representative R by user U, while other informa-
`tion, such as the unique case identification number and
`the help desk’s remote communications modem number
`are automatically provided by the task on the help desk
`computer 10. Logical
`flow proceeds to step 108,
`wherein the representative R, based on information
`provided by the user U, selects specific diagnostic tests
`to be performed on the user’s computer 70.
`The diagnostic tests may include tests directed
`toward printers, network cards, video systems, various
`input devices, various disk configurations, serial and
`parallel ports, tape systems, memory, processors and
`CD ROM systems. These tests are generally resident on
`the user’s diagnostic disk, but may be downloaded from
`the help desk for operation on the user’s computer 70.
`The representative R may specify that all tests or any
`
`

`

`5
`subset of the tests be performed on the user’s computer
`70 based upon information provided by the user U dur-
`ing their telephone conversation. The help representa‘
`tive R may also specify that tests be performed multiple
`times, the order of test execution and the creation of
`various data files to log the test results. The selection of
`the various tests and the manner in which they are
`performed results in the creation of a script file. In the
`preferred embodiment, the actual test file instruction
`code is present on the user’s diagnostic program disk, as
`will be explained below.
`Logical flow transfers to step 110, wherein the help
`representative R determines whether the computer to
`be tested is equipped with a modem 60 by asking the
`user U. As noted in FIG. 1, the target computer 90 may
`be a computer without access to a modem 60. If the
`target computer 90 is not equipped with a modem 60,
`logical flow transfers to step 112. In step 112, the help
`representative R sets a flag in the case file to indicate
`that the tests are to be performed on a computer 90
`which is not equipped for modem communications.
`Logical flow thereafter transfers to step 114. If in step
`110, the help representative R determines that the user’s
`computer 70 is equipped with a modem, logical flow
`transfers to step 114. In step 114, the user U inserts a
`diagnostics disk provided by the computer manufac-
`turer into the computer 70 and initiates the diagnostic
`program. The user U selects an option which places the
`user computer 70 and modem 60 in an auto-answer
`mode. It will be appreciated that the diagnostic pro-
`gram which places the computer 70 and modem 60 in an
`auto-answer mode includes software intended to match
`communications parameters, such as baud rate, parity
`and word length, between the multiline modem 50 and
`modem 60. The help representative R then terminates
`the telephone conversation with user U.
`Logical flow transfers to step 116, wherein the help
`representative R submits the case file and script file to
`the database manager computer 20. The database man—
`ager computer 20 creates job entry in the service data-
`base for the particular case and associated files. Logical
`flow transfers to step 118, wherein the database man-
`ager computer 20 schedules the job for communica-
`tions, which are controlled by the link manager com-
`puter 30. Logical flow transfers to step 120, wherein the
`link manager computer 30 calls the user’s computer 70.
`Logical flow transfers to step, 122, wherein the link
`manager computer 30 determines whether an alternate
`machine flag has been set in the case file. If an alternate
`machine flag has been set, logical flow transfers to step
`168. If no alternate machine flag has been set in the case
`file, logical flow transfers to step 124. In step 124, the
`link manager computer 30 interrogates the user’s com-
`puter 70 for its computer identification code. The com-
`puter identification code may be stored in ROM at a
`known address. Logical flow transfers to step 126,
`wherein the link manager computer 30 determines
`whether the user’s computer 70 identification code
`matches the computer identification code in the case
`file. If the computer identification codes do not match,
`logical flow transfers to step 142.
`If the computer identification codes match, logical
`flow transfers to step 128, wherein the case file and
`script file are downloaded from the database manager
`computer 20 through link manager computer 30,
`modem 50, modem 60 and to the user’s computer 70.
`While the preferred embodiment calls for downloading
`of the case and script files to the user’s computer 70, it
`
`5
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`45
`
`50
`
`55
`
`65
`
`5,367,667
`
`6
`will be appreciated that special test programs not resi-
`dent on the user’s U diagnostic disk may also be down-
`loaded at this time. Logical flow then transfers to step
`130, wherein the link manager computer 30 computer
`terminates communications.
`
`Logical flow transfers to step 132, wherein the user’s
`computer 70 calls routine AUTORUN facility (FIG. 3)
`to execute the script and test files and create log data
`files as specified in the script file. Upon return from
`AUTORUN,
`logical
`flow transfers
`to step 134,
`wherein, upon completion of all of the tests specified in
`the script file, the user’s computer reboots. Logical flow
`transfers to step 136 (FIG. 2B), wherein the user’s com—
`puter 70 dials the help desk modem 50 number specified
`in the case file and establish communications with the
`link manager computer 30. Logical flow transfers to
`step 138, wherein the user’s computer 70 transmits the
`case file identifier to the link manager computer 30.
`Logical flow transfers to step 140, wherein the link
`manager computer 30 determines whether the case file
`identifier is a valid identifier. This reduces the possibil—
`ity of improper access to the service computers 10, 20
`and 30, as the case identifier acts as a security password.
`If the case file identifier is not a valid identifier, logical
`flow transfers to step 142, wherein the link manager
`computer 30 terminates communications.
`If in step 140, the link manager computer 30 deter-
`mines that the case file identifier sent by the user’s com-
`puter 70 is a valid identifier, logical flow transfers to
`step 144. In step 144, the user’s computer 70 transmits
`the case, script and data files to the link manager com-
`puter 30 and removes all copies of these files from the
`user computer’s 70 memory. The script file may also
`instruct the user’s computer 70 to send copies of various
`user computer 70 system files such as network or con—
`figuration system files to the link manager computer 30.
`In such instance, the system or configuration files are
`not removed from the user’s computer 70. The user’s
`computer 70 then terminates communications with the
`link manager computer 30.
`Logical flow transfers to step 146, wherein the data-
`base manager computer 20 receives the case, script and
`data files from the link manager computer 30. The data-
`base manager computer 20 then notifies the application
`running on help desk computer 10 that the remote diag-
`nostic job has been completed. The help desk computer
`10 displays a message informing the help desk represen—
`tative R that the diagnostic job is complete and the files
`are available for review. Logical flow transfers to step
`148, wherein the help representative R reviews the
`script, test and data files, as well as computer system
`files.
`
`Logical flow transfers to step 150, wherein the help
`representative R calls the user U with recommendations
`on how to resolve the problem. Logical flow transfers
`to step 152, wherein the help representative R makes a
`determination as to whether various files must be up-
`dated on the user’s computer 70 to address the problem.
`This could include sending modified system or configu-
`ration files or updating various read.only memories
`(ROM) programming to the user’s computer 70. If in
`step 152, the help representative R determines that no
`updated files need to be sent to the user’s computer 70,
`logical flow transfers to step 154. In step 154, the user U
`is orally instructed to implement the recommendations
`of the help representative R and, following such imple—
`mentation, the call is terminated. Logical flow transfers
`to step 164, wherein the user U reboots computer 70.
`
`

`

`5,367,667
`
`7
`Logical flow then transfers to step 166 which termi-
`nates the procedure.
`If in step 152, it is determined that corrective files
`must be downloaded to the user’s computer 70, logical
`flow transfers to step 156. In step 156, the help represen-
`tative R sets up the case file to include a job to send
`update file(s) to the user’s computer 70 and submits the
`case file to the database manager computer 20. The help
`representative R then terminates the telephone call.
`Logical flow transfers to step 158, wherein the user U
`again initiates the diagnostic program and selects the
`option which places the user’s computer 70 and modem
`60 in the auto-answer mode. Logical flow transfers to
`step 160, wherein the database manager computer 20
`schedules the job. The link manager computer 30 will
`initiate communications with the user’s computer 70 via
`modems 50 and 60 when the job is scheduled for execu-
`tion.
`
`8
`base manager computer 20, logical flow transfers to step
`142. If the case file identifier matches a valid case identi-
`fier in database manager computer 20,
`logical flow
`transfers to step 184, wherein the diagnostic program
`instructs the user’s computer 70 to transmit the case,
`script and data files to link manager computer 30 and to
`clean copies of these files out of its memory. The com-
`puter 70 then terminates communications with the link
`manager computer 30.
`Logical flow transfers to step 186, wherein the data-
`base manager computer 20 receives the case, script, test
`and data files through link manager computer 30 and
`notifies the application running on help desk computer
`10 that the diagnostic tests specified the case file have
`been completed. Logical flow transfers to step 188,
`wherein the help representative R reviews the various
`files to determine the nature of the problem and the
`suggested corrective action. Logical flow transfers to
`step 190, wherein the help representative R calls the
`user U with recommendations on how to resolve the
`user’s computer problem. Logical flow transfers to step
`192, wherein the help representative R determines
`whether the target computer 90 requires updated files.
`If no update files are to be downloaded to the target
`computer 90, logical flow transfers to step 154. If up-
`date files are to be downloaded, logical flow transfers to
`step 194. In step 194, the help representative R sets up a
`case file job for downloading the specific update files
`and submits the job to the database manager computer
`20. Thereafter, the help representative R terminates the
`call. Logical flow transfers to step 196, wherein the user
`U initiates the diagnostic program to place the user’s
`computer 70 in an auto-answer mode. Logical flow
`transfers to step 198, wherein the database manager
`computer 20 schedules the job for the link manager
`computer 30. Upon activation of the job, the link man-
`ager computer 30 initiates communications with the
`user’s computer 70 through modems 50 and 60. Logical
`flow transfers to step 200, wherein the database man-
`ager computer 20 downloads the updated files through
`link manager computer 30. Thereafter, the link manager
`computer 30 terminates communications with the user’s
`computer 70. Logical
`flow transfers to step 202,
`wherein the user U transfers the downloaded files to the
`target computer 90 and reboots the target computer 90.
`Logical flow transfers to step 166, which terminates the
`procedure.
`In FIGS. 2A, step 130 and FIG. 2C, step 174, the
`preferred embodiment is shown as calling the AUTO-
`RUN facility and executing the script file and test files
`in step 132. The general process of running the script
`file and selected tests is set forth in greater detail in FIG.
`3. The user’s computer 70 must parse the script file and
`interpret it in order to run the test programs specified by
`the script file and resident on the diagnostics disk. Fur-
`ther, the preferred embodiment, in order to run in a
`completely unattended mode, must be capable of pro-
`viding the necessary key strokes to perform the diag-
`nostic tests specified. As noted above, the diagnostic
`tests performed within the method of the present inven-
`tion are the very same tests which may be performed by
`the user U. It will be appreciated, however, that special-
`ized test code which does not require user U interaction
`may be utilized within the present invention. However,
`in order to promote uniformity of tests and to minimize
`the amount of code which must be stored on the diag-
`nostic disk, the preferred embodiment utilizes the stan-
`dard tests which may be performed by the user U. Thus,
`
`10
`
`15
`
`20
`
`25
`
`30
`
`35
`
`Logical flow transfers to step 162, wherein the data-
`base manager computer 20 downloads to the files to be
`updated. Upon completion of downloading the files, the
`link manager computer 30 terminates communications
`with the user’s computer 70. Logical flow transfers to
`step 164, wherein the user U reboots the computer 70.
`Logical flow transfers to step 166, which terminates the
`procedure.
`If in step 122, it is determined that an alternate ma-
`chine flag has been set, logical flow transfers to step
`168. In step 168 (FIG. 2C), the database manager com-
`puter 20 downloads the case file, script file and test file
`without interrogating the user’s computer 70 for com-
`puter identification. Logical flow transfers to step 170,
`wherein the link manager computer 30 terminates the
`connection with the user’s computer 70. Logical flow
`transfers to step 172, wherein the user U transfers the
`case and script files to the