.
`
`United States Patent [19]
`Wahlquist et al.
`
`I|||l|Illllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
`[11] Patent Number:
`5,367,667
`[45] Date of Patent:
`Nov. 22, 1994
`
`USOO5367667A
`
`[54] SYSTEM FOR PERFORMING REMOTE
`COMPUTER SYSTEM DIAGNOSTIC TESTS
`
`5,218,605 6/1993 Low et a1. ........................ .. 371/l6.1
`5,274,546 12/1993 Kinoshita ......................... .. 37 1/ 16.1
`
`[75] Inventors: Donnie G. Wahlquist; John S.
`Harsany; Mark S. Mason, all of
`Houston, Tex.
`[73] Assignee: Compaq Computer Corporation,
`Houston, TeX-
`[21] AppL NO‘: 951,724
`
`[22] Filed:
`
`Sep. 25, 1992
`
`5
`
`[58] Fi'el'd 0f’
`
`""""""""""""""
`' ' ' '
`'
`"""""" "
`
`G0 5F
`3711/11/91)
`371/16 1 15
`/29' 1’
`'
`
`’
`
`[56]
`
`References Cited
`U s PATENT DOCUMENTS
`'
`'
`_
`
`........................ ..
`3518/40?
`4,3335% 5/1990 53m?‘ ‘11' ~~~~~~ "
`‘5" 1 15’??? 5233(2) T2115; 21: a1‘ """"""" "?g/£3331
`5’124’622 6/1992 Kawamura ét """""""
`318/56'9
`5,127,005 6/1992 Oda et al_ ....... ..
`395/575
`5,l79,695 1/1993 Derr et al. ...... ._
`395/575
`5,214,772 5/1993 Weinberger et al. ............. .. 395/575
`
`_
`Prim”? Examiner-"H03 T‘ Nguyen ‘
`Attorney, Agent, or Fzrm—Pravel, Hewitt, Klmball &
`Knegel'
`ABSTRACI
`[57]
`A method for performing remote diagnostics on a per
`sonal computer ‘system in which the user calls a help
`desk representatlve who creates a computerized case
`?le which includes modem telephone numbers, call and
`computer identi?cation information. The representative
`also selects speci?c 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 user’s computer reconnects with the help desk
`computer on completion of the tests and reports the
`result to the help desk representative. The representa
`tive then reviews the ?les and calls the user with recom
`rnendations. Certain necessary ?les can then be down
`loaded usmg ‘1 slmilar Procedure
`
`14 Claims, 5 Drawing Sheets
`
`100
`
`USER CALLS
`HELP DESK
`f'104
`l
`CALL ROUTED TO HELP
`REPRESENTATIVE
`
`
`
`‘ “556i?
`
`”°‘*
`
`f 108
`1
`DIAGNOSTIC TESTS
`SELECTED BY HELP REP
`
`SET CASE FILE TO
`RUN 0N ALTERNATE
`CHINE
`
`1 14 \
`USER INITIATES
`nucuosnc PROGRAM
`TO mm cm;
`END coNvERsAnoN
`l
`r116
`HELP REP susurrs
`CASE FILE T0
`DB MANAGER
`APPLICATlON
`i
`n5 MANAGER
`SCHEDULES CASE JOB
`
`K115
`
`‘
`
`——-——1 f 120
`
`ESTABLISH UNK
`
`DOWNLOAD CASE
`AND SCRIPT mg
`‘
`fun
`um< MANAGER BREAKS
`couuumcmous
`‘
`r132
`
`cm AUTORUN
`
`r154
`i
`usnz COMPUTER
`REBOOTS
`
`CARDIOCOM EX. 1004
`
`

`

`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
`
`r- 102
`
`USER cALLs
`HELP DESK
`f- 104
`‘
`cALL ROUTED TO HELP
`REPRESENTATIVE
`
`"5F
`
`*
`
`f’“
`
`f‘ 108
`‘
`DIAGNOSTIC TESTS
`SELECTED BY HELP REP
`
`I
`
`'
`
`'
`
`I,
`
`r 120
`
`ESTABUSH LINK
`
`,-112
`R35‘ 8?S§L%F~§?E
`
`MACHINE
`
`UNK MANAGER
`VERIFIES COMPUTER
`IDENTIFICATION
`
`1 14 \
`USER mmATEs
`DIAGNOSTIC PROGRAM
`TO AwAn mm
`END CONVERSATlON
`A
`,-116
`HELP REP suaurrs
`gAsSmfsgg
`APPLICATION
`A
`DB MANAGER
`SCHEDULES cAsE JOB
`
`r118
`
`‘
`
`DOWNLOAD cAsE
`AND SCRIPT FILE
`l
`r130
`UNK MANAGER BREAKS
`COMMUNICATIONS
`l
`r132
`
`CALL AUTORUN
`
`p134
`1
`USER COMPUTER
`\ REBOOTS
`
`do
`
`FIG. 2A
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 3 of 5
`
`5,367,667
`
`@ r136
`
`usER coMPuTER INITIATES
`coMMumcATToNs
`wrrH LINK MANAGER
`‘
`um cDMPuTER
`TRANsMrTs cAsE FILE ID
`
`f’ 138
`
`/- 142
`UNK MANAGER
`TERmNATEs
`CONNECTION
`144
`C!) 1
`
`mm coMPuTER
`TRANsMrTs SCRIPT,
`TEST & DATA FILES To
`LINK MANAGER a:
`cLEANs ouT COPIES
`
`f‘ "6
`‘
`NOUIEESMMEEQEP
`}
`r 148
`HELP REP REVIEWS
`DATA FILES T0
`DETERMINE PRDDLEM
`
`"ELESREPWPW
`REcoMMENDATToNs
`L
`
`HELP REP SETS uP
`FILE FOR DB MANAGER;
`TERMlNATEs GALL
`
`r 154
`REcDMMENDAnoNs
`IMPLEMENTED.
`cALL TERMLNATED
`158
`USER ltmms ’
`DIAGNOSTIC PROGRAM
`
`SRARNGDDB
`UNK mums;
`GDMMUNTGATIDNS
`{
`uPDATE FILES
`DOWNLOADED;
`UNK MANAGER
`TERMINATES
`COMMUNICA'I'IONS
`
`f- 162
`
`/- 154
`USER coMPuTER
`REBOOTS
`
`‘
`
`166 @
`
`STOP
`
`FIG. 2B
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 4 of 5
`
`5,367,667
`
`@ r168
`
`LINK MANAGER DOWNLOADS
`SCRIPT FILES, TEsT FILES
`LINK NANAGElR TERMTNATEsf 170
`CONNECTION
`172
`usER TRANSFERS SCRP?
`AND TEsT nus To]
`TARGET coMPuTER
`1
`‘mm D'AGNOSHC
`
`/173
`
`f 186
`
`1‘
`DB MANAGER NOTIFIES
`HELP REP‘
`’‘
`HELP REP. REVIEWS
`TEST & DATA FILES
`f190
`l
`HELP REP. CALLS mm
`wTTH REGGMMENDATTGNs
`
`f 188
`
`COMPUTER
`LD. MATcH
`
`_
`
`9
`
`V
`
`f- 1 75
`
`CAU- AUTORUN
`
`f 176
`1
`TARGET coMPuTER
`cougLgErgguTEssTs
`r178
`1
`mm TRANsEERs SCRIPT,
`TEsT & GATA FILES To
`COMPUTER ‘ll/"00E"
`1
`r 180
`120mm ESTABUSHES
`
`couMuNlcATloNs wrTH LINK MANAGER
`
`coMPuTER TRANsMrTs
`SCRIPT, TEsT G DATA FILES
`To UNK MANAGER &
`cLEANs OUT COPIES
`
`HELP REP. sETs UP
`FILES FOR DB MANAGER
`6: TERMTNATEs THE CALL
`I
`[- 196
`usER INITIATES
`DIAGNOSTIC PRoGRAM
`1
`f 198
`SQEEWETFGR
`& TNmATEs
`coMMuN|GAT|oNs
`J,
`
`[-200
`
`LINK MANAGER
`TERMTNATEs
`COMMUNICATIONS
`‘
`USER TRANsEERs
`DOWNLOADED FILES
`To TARGET GoMPuTER
`& REBOOT
`
`r 202
`
`FIG. 2C
`
`

`

`US. Patent
`
`Nov. 22, 1994
`
`Sheet 5 0f 5
`
`5,367,667
`
`DISPLAY AUTORUN
`FILE MISSING ERROR
`
`ENABLE AUTORUN
`I
`/'
`INSTALL SPECIAL
`ISR: AND SET
`KEYBOARD BUFFER
`r' 410
`I
`SET TEST MODES
`AND INITIAL FLAGS
`
`f' 412
`I
`PARSE AUTORUN FILE
`RECORD AT A TIME
`
`f416
`RECORD ERROR
`MESSAGE AND LOG FILE
`
`[-418
`COPY INTO TEMPORARY
`COMMAND BUFFER
`I
`f- 420
`LOAD KEYSTROKE
`BUFFER AS REQUIRED
`
`EXECUTE AUTORUN
`COMMANDS AND LOG
`
`428
`RETURN I
`
`(
`
`FIGS
`
`

`

`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
`
`5
`
`10
`
`15
`
`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 speci?c applications and, perhaps, a basic working
`knowledge of the computer system itself, is generally
`unfamiliar with the hardware design, operating systems
`and computer system con?guration. 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
`45
`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
`
`35
`
`. 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 ?le which includes, among other items,
`user identi?cation information, the user’s computer
`system identi?cation, the user’s modem telephone num
`ber and the help desk modern 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 ?les to be created
`when running the tests. The test selection information is
`used to build a high level instruction or script ?le. The
`script file is associated with the case ?le 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
`?les 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 ?le, and establishes com
`munications with the user’s system. The link manager
`then downloads the case and script ?les 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 ?le. The
`script ?le instructs the computer to execute selected test
`?les resident on the user’s diagnostic disk. The script ?le
`also speci?es the creation of various log ?les which
`record the results of the tests. Upon completion of all of
`the test programs speci?ed in the script ?le, 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 ?le. Upon
`establishment of communications, the link manager will
`perform a security check by interrogating the user’s
`computer for the case ?le identi?er. If the user com
`puter does not respond with a valid case ?le identi?er,
`the link manager will terminate communications. If a
`valid case ?le identi?er is received by the link manager,
`the user’s computer transmits the case, script and newly
`created log ?les 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 ?les from
`memory. The user’s computer then terminates commu
`nications with the help desk communications manager.
`The link manager noti?es the database manager
`which, in turn, noti?es the help desk application and the
`representative that the diagnostic tests have completed.
`
`40
`
`65
`
`

`

`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 ?ow diagram of the operation of the diag
`nostic system on the user’s computer.
`
`25
`
`30
`
`5,367,667
`3
`4
`The representative may then call up the case, script and
`The representative R is equipped with a computer 10
`data ?les and examine the results of the diagnostic tests
`on which he records information related to the user’s
`problem. The help desk computer 10 is connected via a
`to determine the nature of the user computer’s problem.
`This permits the representative to make recommenda
`network 40 to a database manager computer 20 and a
`tions based on the best available data, short of physi
`communications link manager computer 30. Also at
`cally having the user’s computer in front of him or her.
`tached to the link manager computer 30 is a multiline
`The representative then calls the user and discusses
`modem 50.
`It will be appreciated that multiple help desk comput
`the test results and makes speci?c recommendations to
`address the user’s problem. Where updated information,
`ers 10 may be attached to the network 40. Moreover,
`while FIG. 1 shows three service computers in the help
`such as new ROM programming is required, the repre
`desk environment, help desk computer 10, database
`sentative can arrange for the instructions to be down
`loaded to the user’s computer via the link manager and
`manager computer 20 and link manager computer 30, a
`single computer running multiple tasks may be used to
`diagnostic program running on the user’s computer.
`Thus, the present invention decreases the amount of
`carry out the functions described below. Further, it is
`time the help desk representative must spend on the
`understood that the installation depicted in FIG. 1 is
`telephone attempting to diagnose the user’s problem.
`merely illustrative and does limit the practice of the
`Further, the help desk representative has the best infor
`claimed invention.
`mation necessary to make informed recommendations.
`On the user’s side, FIG. 1 illustrates a user computer
`Lastly, the help desk representative will be able to ser
`70, having a modem 60 connected to a network 80. A
`vice a greater number of service calls in less time.
`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 con?gurations.
`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
`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 of p
`the present invention makes provisions for the above
`possibilities at the user U site.
`FIGS. 2A-2C are ?ow diagrams depicting the
`method of the preferred embodiment. Operation of the
`method begins at step 100. Logical ?ow 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 ?ow transfers to step 104, wherein the user’s
`call is routed to a help desk representative R. Logical
`?ow transfers to step 106, wherein the representative R
`creates a computerized case ?le. In the preferred em
`' bodiment, the help desk computer 10 is running a task
`which permits the representative R to set up a ?le
`which includes a unique case identi?cation number, the
`user’s identification, the user’s computer 70 or 90 identi
`?cation 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 identi?cation information is provided
`to the representative R by user U, while other informa
`tion, such as the unique case identi?cation number and
`the help desk’s remote communications modem number
`are automatically provided by the task on the help desk
`computer 10. Logical ?ow proceeds to step 108,
`wherein the representative R, based on information
`provided by the user U, selects speci?c 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 con?gurations, 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
`
`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
`45
`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 ?le. 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 ?le could include custom diagnos
`tic tests downloaded with the script ?le.
`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
`60
`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
`65
`computer manufacturer’s service organization or may
`be run by a separate company which has been con
`tracted to provide this service.
`
`35
`
`40
`
`55
`
`

`

`5
`
`25
`
`20
`
`5,367,667
`5
`6
`subset of the tests be performed on the user’s computer
`will be appreciated that special test programs not resi
`70 based upon information provided by the user U dur
`dent on the user’s U diagnostic disk may also be down
`ing their telephone conversation. The help representa
`loaded at this time. Logical flow then transfers to step
`tive R may also specify that tests be performed multiple
`130, wherein the link manager computer 30 computer
`times, the order of test execution and the creation of
`terminates communications.
`various data ?les to log the test results. The selection of
`Logical ?ow transfers to step 132, wherein the user’s
`computer 70 calls routine AUTORUN facility (FIG. 3)
`the various tests and the manner in which they are
`performed results in the creationv of a script ?le. In the
`to execute the script and test ?les and create log data
`?les as speci?ed in the script ?le. Upon return from
`preferred embodiment, the actual test ?le instruction
`AUTORUN, logical ?ow transfers to step 134,
`code is present on the user’s diagnostic program disk, as
`will be explained below.
`wherein, upon completion of all of the tests speci?ed in
`Logical ?ow transfers to step 110, wherein the help
`the script ?le, the user’s computer reboots. Logical flow
`representative R determines whether the computer to
`transfers to step 136 (FIG. 2B), wherein the user’s com
`be tested is equipped with a modem 60 by asking the
`puter 70 dials the help desk modem 50 number speci?ed
`user U. As noted in FIG. 1, the target computer 90 may
`in the case ?le and establish communications with the
`link manager computer 30. Logical ?ow transfers to
`be a computer without access to a modem 60. If the
`target computer 90 is not equipped with a modem 60,
`step 138, wherein the user’s computer 70 transmits the
`logical ?ow transfers to step 112. In step 112, the help
`case ?le identi?er to the link manager computer 30.
`Logical flow transfers to step 140, wherein the link
`representative R sets a flag in the case ?le to indicate
`manager computer 30 determines whether the case ?le
`that the tests are to be performed on a computer 90
`which is not equipped for modem communications.
`identi?er is a valid identi?er. This reduces the possibil
`Logical ?ow thereafter transfers to step 114. If in step
`ity of improper access to the service computers 10, 20
`110, the help representative R determines that the user’s
`and 30, as the case identi?er acts as a security password.
`computer 70 is equipped with a modem, logical flow
`If the case ?le identi?er is not a valid identi?er, logical
`?ow transfers to step 142, wherein the link manager
`transfers to step 114. In step 114, the user U inserts a
`diagnostics disk provided by the computer manufac
`computer 30 terminates communications.
`turer into the computer 70 and initiates the diagnostic
`If in step 140, the link manager computer 30 deter
`program. The user U selects an option which places the
`mines that the case ?le identi?er sent by the user’s com
`puter 70 is a valid identi?er, logical ?ow transfers to
`user computer 70 and modem 60 in an auto-answer
`mode. It will be appreciated that the diagnostic pro
`step 144. In step 144, the user’s computer 70 transmits
`gram which places the computer 70 and modem 60 in an
`the case, script and data ?les to the link manager com
`puter 30 and removes all copies of these ?les from the
`auto-answer mode includes software intended to match
`communications parameters, such as baud rate, parity
`user computer’s 70 memory. The script ?le may also
`and word length, between the multiline modem 50 and
`instruct the user’s computer 70 to send copies of various
`modem 60. The help representative R then terminates
`user computer 70 system ?les such as network or con
`the telephone conversation with user U.
`?guration system ?les to the link manager computer 30.
`Logical ?ow transfers to step 116, wherein the help
`In such instance, the system or con?guration ?les are
`representative R submits the case ?le and script ?le to
`not removed from the user’s computer 70. The user’s
`computer 70 then terminates communications with the
`the database manager computer 20. The database man
`ager computer 20 creates job entry in the service data
`link manager computer 30.
`base for the particular case and associated ?les. Logical
`Logical ?ow transfers to step 146, wherein the data
`?ow transfers to step 118, wherein the database man
`base manager computer 20 receives the case, script and
`ager computer 20 schedules the job for communica
`data ?les from the link manager computer 30. The data
`base manager computer 20 then noti?es the application
`tions, which are controlled by the link manager com
`puter 30. Logical flow transfers to step 120, wherein the
`running on help desk computer 10 that the remote diag
`nostic job has been completed. The help desk computer
`link manager computer 30 calls the user’s computer 70.
`Logical ?ow transfers to step, 122, wherein the link
`10 displays a message informing the help desk represen
`tative R that the diagnostic job is complete and the ?les
`manager computer 30 determines whether an alternate
`are available for review. Logical ?ow transfers to step
`machine flag has been set in the case ?le. If an alternate
`148, wherein the help representative R reviews the
`machine flag has been set, logical flow transfers to step
`168. If no alternate machine ?ag has been set in the case
`script, test and data ?les, as well as computer system
`?le, logical ?ow transfers to step 124. In step 124, the
`?les.
`Logical ?ow transfers to step 150, wherein the help
`link manager computer 30 interrogates the user’s com
`puter 70 for its computer identi?cation code. The com
`representative R calls the user U with recommendations
`on how to resolve the problem. Logical ?ow transfers
`puter identi?cation code may be stored in ROM at a
`known address. Logical flow transfers to step 126,
`to step 152, wherein the help representative R makes a
`wherein the link manager computer 30 determines
`determination as to whether various ?les must be up
`whether the user’s computer 70 identi?cation code
`dated on the user’s computer 70 to address the problem.
`This could include sending modi?ed system or con?gu
`matches the computer identi?cation code in the case
`ration ?les or updating various read~only memories
`?le. If the computer identi?cation codes do not match,
`logical ?ow transfers to step 142.
`(ROM) programming to the user’s computer 70. If in
`If the computer identi?cation codes match, logical
`step 152, the help representative R determines that no
`flow transfers to step 128, wherein the case ?le and
`updated ?les need to be sent to the user’s computer 70,
`script ?le are downloaded from the database manager
`logical ?ow transfers to step 154. In step 154, the user U
`computer 20 through link manager computer 30,
`is orally instructed to implement the recommendations
`of the help representative R and, following such imple
`modem 50, modem 60 and to the user’s computer 70.
`While the preferred embodiment calls for downloading
`mentation, the call is terminated. Logical ?ow transfers
`of the case and script ?les to the user’s computer 70, it
`to step 164, wherein the user U reboots computer 70.
`
`40
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`45
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`60
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`25
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`30
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`20
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`5,367,667
`7
`8
`Logical ?ow then transfers to step 166 which termi
`base manager computer 20, logical ?ow transfers to step
`nates the procedure.
`142. If the case ?le identi?er matches a valid case identi
`If in step 152, it is determined that corrective ?les
`?er in database manager computer 20, logical flow
`must be downloaded to the user’s computer 70, logical
`transfers to step 184, wherein the diagnostic program
`?ow transfers to step 156. In step 156, the help represen
`instructs the user’s computer 70 to transmit the case,
`tative R sets up the case ?le to include a job to send
`script and data files to link manager computer 30 and to
`update ?le(s) to the user’s computer 70 and submits the
`clean copies of these ?les out of its memory. The com
`case ?le to the database manager computer 20. The help
`puter 70 then terminates communications with the link
`representative R then terminates the telephone call.
`manager computer 30.
`Logical ?ow transfers to step 158, wherein the user U
`Logical ?ow transfers to step 186, wherein the data
`again initiates the diagnostic program and selects the
`base manager computer 20 receives the case, script, test
`option which places the user’s computer 70 and modem
`and data ?les through link manager computer 30 and
`60 in the auto-answer mode. Logical ?ow transfers to
`noti?es the application running on help desk computer
`step 160, wherein the database manager computer 20
`10 that the diagnostic tests speci?ed the case ?le have
`schedules the job. The link manager computer 30 will
`been completed. Logical ?ow transfers to step 188,
`initiate communications with the user’s computer 70 via
`wherein the help representative R reviews the various
`modems 50 and 60 when the job is scheduled for execu
`?les to determine the nature of the problem and the
`tion.
`suggested corrective action. Logical ?ow transfers to
`Logical flow transfers to step 162, wherein the data
`step 190, wherein the help representative R calls the
`base manager computer 20 downloads to the ?les to be
`user U with recommendations on how to resolve the
`updated. Upon completion of downloading the ?les, the
`user’s computer problem. Logical ?ow transfers to step
`link manager computer 30 terminates communications
`192, wherein the help representative R determines
`with the user’s computer 70. Logical ?ow transfers to
`whether the target computer 90 requires updated ?les.
`step 164, wherein the user U reboots the computer 70.
`If no update ?les are to be downloaded to the target
`Logical flow transfers to step 166, which terminates the
`computer 90, logical ?ow transfers to step 154. If up
`procedure.
`date ?les are to be downloaded, logical ?ow transfers to
`If in step 122, it is determined that an alternate ma
`step 194. In step 194, the help representative R sets up a
`chine ?ag has been set, logical ?ow transfers to step
`case ?le job for downloading the speci?c update ?les
`168. In step 168 (FIG. 2C), the database manager com
`and submits the job to the database manager computer
`puter 20 downloads the case ?le, script ?le and test ?le
`20. Thereafter, the help representative R terminates the
`without interrogating the user’s computer 70 for com
`call. Logical ?ow transfers to step 196, wherein the user
`puter identi?cation. Logical flow transfers to step 170,
`U initiates the diagnostic program to place the user’s
`wherein the link manager computer 30 terminates the
`computer 70 in an auto-answer mode. Logical ?ow
`connection with the user’s computer 70. Logical ?ow
`transfers to step 198, wherein the database manager
`transfers to step 172, wherein the user U transfers the
`computer 20 schedules the job for the link manager
`35
`case and script ?les to the target computer 90. As
`computer 30. Upon activation of the job, the link man
`shown in FIG. 1, the target computer 90 may be con
`ager computer 30 initiates communications with the
`nected to the user’s computer 70 via a network 80.
`user’s computer 70 through modems 50 and 60. Logical
`Alternatively, the case, script and test ?les may be
`?ow transfers to step 200, wherein the database man
`transferred to the target computer 90 by storing the ?les
`ager computer 20 downloads the updated ?les through
`on removable media, preferably the diagnostic disk of
`link manager computer 30. Thereafter, the link manager
`the target computer 90.
`computer 30 terminates communications with the user’s
`Logical ?ow transfers to step 173, wherein the user U
`computer 70. Logical flow transfers to step 202,
`inserts the diagnostic disk into the target computer 90
`wherein the user U transfers the downloaded ?les to the
`and initiates the diagnostic program on target computer
`target computer 90 and reboots the target computer 90.
`45
`90. Logical ?ow transfers to step 174, wherein the diag
`Logical ?ow transfers to step 166, which terminates the
`procedure.
`nostic program instructs target computer 90 to read the
`script ?le and determine whether the computer identi?
`In FIGS. 2A, step 130 and FIG. 2C, step 174, the
`cation code, contained within the script ?le, matches
`preferred embodiment is shown as calling the AUTO
`the computer identi?cation code stored in computer 90
`RUN facility and executing the script ?le and test ?les
`ROM. If the computer identi?cation codes match, logi
`in step 132. The general process of running the script
`cal ?ow transfers to step 175, which calls the AUTO
`?le and selected tests is set forth