Patent US341536A successfully refreshed from Google Patents.
EP0474058A2
Expired / Lapsed
EP
⏱️ 0.0 years remaining
Problem analysis of a node computer with assistance from a central site
Assignee: International Business Machines Corp
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Filing: 1991-08-21
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Granted: —
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Expires: 2011-08-21
Abstract
Abstract A computer network analyzes a problem with a first computer in the network. The network comprises a first program which runs on a second computer and analyzes a problem with the first computer. A second program also runs on the second computer and generates an alert for transmission to the third computer. The alert includes a probable cause category encompassing the problem and a recommendation. The recommendation is to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and is to establish remote access on site at the third computer of the first program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. A third program runs on the third computer and remotely controls the first program to obtain the additional information relating to the cause of the problem if there is at least a reasonable chance that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. The additional information includes a recommended test or inspection to determine the cause of the problem.
Inventors
- 👤 Andrew G. Derr
- 👤 Richard J. Poliquin
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-03 04:21
CPC Classifications
G; G06; G06F; G06F11/00; G06F11/22; G06F11/2294; G06F11/07; G06F11/0703; G06F11/0706; G06F11/0748; G06F11/14; G06F11/1402; G06F11/1415; G06F11/1438; G06F11/2273; G06F11/26; G06F11/273; G06F11/2736
Claims Analysis
Total Claims: 32
Claim 1
Independent Claim
189 words
A method supported by a program product for analyzing a problem with a first computer, said method comprising the steps of: detecting a problem at said first computer; running a program on a second computer to analyze the problem; sending a notification of said problem to a third, remote computer, said notification including a probable cause category encompassing said problem and a recommendation, said recommendation being to call a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access on site at said third computer of said program to obtain additional information relating to the cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; and using said third computer to remotely control said program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources.
Claim 2
Dependent Claim
56 words
A method as set forth in claim 1 wherein after said step of remotely controlling said program, performing the step of making an oral communication by telephone to a person on site at said first and second computers to conduct a test or inspection to determine the cause of said problem based on said additional information.
Claim 3
Dependent Claim
26 words
A method as set forth in claim 1 wherein said additional information includes a recommended test or inspection to determine the cause of the said problem.
Claim 4
Dependent Claim
24 words
A method as set forth in claim 1 wherein said additional information narrows the probable cause of said problem within said probable cause category.
Claim 5
Dependent Claim
25 words
A method as set forth in claim 1 wherein said recommendation is to establish said remote control of said program running on said second computer.
Claim 6
Dependent Claim
21 words
A method as set forth in claim 1 wherein said recommendation is to call the service engineer to said first computer.
Claim 7
Dependent Claim
65 words
A method as set forth in claim 6 wherein another program runs on said third computer and automatically responds to said recommendation to call said service engineer, said other program being programmable to respond to said recommendation to authorize said second computer to call said service engineer and programmable to alert an operator at said third computer without authorizing said call to said service engineer.
Claim 8
Dependent Claim
29 words
A method as set forth in claim 7 wherein said program is programmable to automatically respond to said recommendation by directly calling a service engineer to said first computer.
Claim 9
Dependent Claim
45 words
A method as set forth in claim 1 wherein said remote control of said program running on said second computer includes the step of displaying screens on site at said third computer, said display screens being generated by said program and providing said additional information.
Claim 10
Dependent Claim
28 words
A method as set forth in claim 1 further comprising the step of running said program to identify a part which is the probable cause of said problem.
Claim 11
Dependent Claim
33 words
A method as set forth in claim 10 wherein said identification of said part is stored in said second computer and is not sent with said notification for use by said third computer.
Claim 12
Dependent Claim
42 words
A method as set forth in claim 6 wherein said second computer responds to said authorization to call said service engineer by transmitting to a service engineer dispatch facility an identification of a part which is the likely cause of said problem.
Claim 13
Dependent Claim
49 words
A method as set forth in claim 1 wherein said problem was or is due to a power loss external to said first computer, and said recommendation is to establish remote access on site at said third computer to obtain additional information relating to the cause of said problem.
Claim 14
Dependent Claim
25 words
A method as set forth in claim 1 wherein said problem is due to defective hardware, and said recommendation is to call a service engineer.
Claim 15
Dependent Claim
46 words
A method as set forth in claim 1 wherein said problem is due to a switch being in a wrong position, and said recommendation is to establish remote access on site at said third computer to obtain additional information relating to the cause of said problem.
Claim 16
Dependent Claim
19 words
A method as set forth in claim 1 wherein said probable cause category encompasses a plurality of actual problems.
Claim 17
Dependent Claim
59 words
A method as set forth in claim 1 further comprising the steps of: updating said program to analyze a different type of problem; and grouping said different type of problem within a pre-existing probable cause category, said pre-existing probable cause category encompassing at least one other type of problem that could be analyzed by said program before said update.
Claim 18
Dependent Claim
173 words
A computer program product of claim 1 including a computer readable medium for analyzing a problem with a first computer, said program product comprising: first program means for running on a second computer and analyzing a problem with said first computer; second program means for running on said second computer and generating an alert to send to a third, remote computer, said alert including a recommendation, said recommendation being to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access on site at said third computer to said first program means to obtain additional information relating to a cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; and third program means for running at said second computer and remotely controlling said first program means to obtain said additional information relating to the cause of said problem.
Claim 19
Dependent Claim
27 words
A computer program product as set forth in claim 18 wherein said additional information includes a recommended test or inspection to determine the cause of said problem.
Claim 20
Dependent Claim
73 words
A computer program product as set forth in claim 18 further comprising forth program means for running on said third computer, said fourth program means automatically responding to said recommendation to call said service engineer, said forth program means being programmable to respond to said recommendation to authorize said second computer to call said service engineer and programmable to alert an operator on site at said third computer without calling said service engineer.
Claim 21
Dependent Claim
32 words
A computer program product as set forth in claim 18 wherein said alert includes a probable cause category encompassing said problem and said additional information narrows the probable cause of said problem.
Claim 22
Dependent Claim
40 words
A computer program product as set forth in claim 18 wherein said third program means participates in displaying screens on site at said third computer, said display screens being generated by said first program means and providing said additional information.
Claim 23
Dependent Claim
51 words
A computer program product as set forth in claim 18 wherein said problem was or is due to a power loss external to said first computer, and said recommendation is to establish remote access on site at said third computer to obtain additional information relating to the cause of said problem.
Claim 24
Dependent Claim
27 words
A computer program product as set forth in claim 18 wherein said problem is due to defective hardware, and said recommendation is to call a service engineer.
Claim 25
Dependent Claim
48 words
A computer program product as set forth in claim 18 wherein said problem is due to a switch being in a wrong position, and said recommendation is to establish remote access on site at said third computer to obtain additional information relating to the cause of said problem.
Claim 26
Dependent Claim
21 words
A computer program product as set forth in claim 21 wherein said probable cause category encompasses a plurality of actual problems.
Claim 27
Dependent Claim
65 words
A computer program product as set forth in claim 18 further comprising: a fourth program which is an update to said first program means to analyze a different type of problem; and wherein said different type of problem is grouped within a pre-existing cause category encompassing at least one other type of problem that could be analyzed by said first program means before said update.
Claim 28
Dependent Claim
26 words
A computer program product as set forth in claim 18 wherein said first program means identifies a part which is the probable cause of said problem.
Claim 29
Dependent Claim
40 words
A computer program product as set forth in claim 28 wherein said first program means stores said identification of said part in said second computer, and does not send said identification with said notification for use by said third computer.
Claim 30
Dependent Claim
235 words
A computer network for performing the methods of any one of the preceding claims 1-17 and/or for running the program products of any one of the preceding claims 18-29, said network comprising; first program means for running on a second computer and analyzing a problem with said first computer; a third computer remote to said first computer; means for communicating between said third and second computers; second program means for running on said second computer and generating an alert for transmission to said third computer, said alert including a probable cause category encompassing said problem and a recommendation, said recommendation being to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and being to establish remote access on site at said third computer of said first program means to obtain additional information relating to the cause of said problem if at least a reasonable chance exists that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources; and third program means for running on said third computer and remotely controlling said first program means to obtain said additional information relating to the cause of said problem if there is at least a reasonable chance that said problem can be corrected by a person at said first computer which person not having service engineering expertise or resources.
Claim 31
Dependent Claim
26 words
A computer network as set forth in claim 30 wherein said additional information includes a recommended test or inspection to determine the cause of said problem.
Claim 32
Dependent Claim
72 words
A computer network as set forth in claim 30 further comprising fourth program means for running on said second computer and automatically responding to said recommendation to call said service engineer, said fourth program means being programmable to respond to said recommendation to authorize said second computer to call said service engineer and being programmable to alert an operator at said third computer of said recommendation without authorizing said service engineer call.
References Cited (Backward Citations)
No citation records indexed.
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