Error detection/correction and fault detection/recovery – Data processing system error or fault handling – Reliability and availability
Reexamination Certificate
2005-07-12
2005-07-12
Bonzo, Bryce P. (Department: 2114)
Error detection/correction and fault detection/recovery
Data processing system error or fault handling
Reliability and availability
C709S241000
Reexamination Certificate
active
06918055
ABSTRACT:
The invention relates to performing a service operation on a computer. In one embodiment, information indicative of the need for a service operation is sent by a customer computer to a support center. Based on this received information, the support center then identifies the service operation to be performed on the computer, such as the replacement of a faulty component. The support center then creates a service task record describing this service operation, which is transmitted from the support center to a mobile computing device associated with an engineer who is to complete the service operation. This typically includes schedule information, detailing when and where the service operation is to be performed. When the engineer then arrives at the customer location, a direct communication link is established between the customer computer to be serviced and the mobile computing device, for example using an infrared link. Information transmitted over this link allows the mobile computing device and the customer computer to confirm with one another the details of the service operation to be performed, such as which particular component of the computer is to be replaced. This minimises the likelihood of mistakes being made during the service operation. Finally, a confirmation that the repair has been completed can be transmitted from the mobile computing device and/or the customer computer itself back to the support center.
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patent: 6145101 (2000-11-01), Pike
patent: 2002/0107716 (2002-08-01), Callahan et al.
patent: 2002/0129305 (2002-09-01), Ahrens et al.
patent: 2004/0049405 (2004-03-01), Buerger et al.
Kivlin B. Noäl
Meyertons Hood Kivlin Kowert & Goetzel P.C.
Sun Microsystems Inc.
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