Interactive system support using a system management asic

Details Interactive system support using a system management asic Interactive system support using a system management asic

1998-10-01

2001-06-19

Sheikh, Ayaz (Department: 2758)

Electrical computers and digital processing systems: multicomput

Network computer configuring

Reconfiguring

C709S220000, C714S026000

Reexamination Certificate

active

06249812

ABSTRACT:

BACKGROUND OF THE INVENTION
1. Field of the Invention
The present invention relates to computer systems coupled to a network and more particularly to a system having logic to transmit and receive transmissions across a connection to a network to provide for automatically reporting error conditions and reporting messages to users.
2. Description of Related Art
Personal computer systems are well known in the art. Personal computer systems have attained widespread use for providing computer power to many segments of modern society. Personal computers (PCS) can typically be defined as a desktop, floor standing, or portable microcomputer that includes a system unit having a single central processing unit (CPU) and associated volatile and non-volatile memory, including random access memory (RAM) and basic input-output system read only memory (BIOS ROM), a system monitor, a keyboard, one or more flexible diskette drives, a CD-ROM drive, a fixed disk storage drive (also known as a “hard drive”), a “mouse” or pointing device, and an optional network interface adapter. One of the distinguishing characteristics of these systems is the use of a motherboard or system planar to electrically or operationally connect these components together. Examples of such PCS are computer systems within IBM's PC 300 series and IBM's IntelliStation Series. The PC of the before referenced related patent documents identified in the illustration of
FIG. 3
thereof and as described in the patent document specifications thereof, is an example of a typical client computer system.
With PCS being increasingly connected into networks to allow transfers of data among computers, more operations such as maintenance, updating of applications and data collections are occurring over the network. As computers are also becoming more and more essential to their users it is desirable to minimize loss of productivity by increasing the availability of PCS. This includes detection and reporting of intermittent failures on a system that will allow system administrators to schedule maintenance for the PC at a convenient time. In addition, the immediate detection and reporting of an inoperable PC is required, since it has an immediate impact to productivity. There is no reason to wait until employees arrive on the next working day to discover that the machine failed yesterday or over the weekend.
One solution to this problem has been alert technology, such as IBM's Alert on LAN technology, which supports detection and reporting of failures over a network. The alert on LAN solution creates network alerts to provide event and status information to a network administrator. The technology detects and reports events such as operating system (OS) hang, POST/BIOS error codes, or voltage and temperature problems.
When the system administrator receives error messages from a remote client, that information is used to generate a “trouble ticket.” The trouble ticket contains the critical information required to set up a service call. This method is typical for systems at remote sites and at a site usually mostly available to non-skilled workers, since the service call is placed automatically.
The disadvantage to this method is that a simple error or fault can and usually does result in an expensive and time consuming service call. So often, even when the simplest of errors is not diagnosed, the system is out of commission until a service call is performed.
What is needed is an effective mechanism to automatically provide a level of support to identify, service and eliminate as many errors or malfunctions as possible, before generating a “trouble ticket” and experiencing what is normally an expensive service call.
SUMMARY OF THE INVENTION
It is recognized by the invention, that the ability to receive additional status from the client and the ability to send instructions to the user would allow the network manager to reduce service calls. However, it is not desirable to change from existing PC network structures and protocols and the major installed infrastructure of PC networks to accomplish this. According to the invention, logic is provided that is always active and simulates normal network data traffic (e.g., Ethernet format) normally sent from and received by the client system.
Preferably, network updates are sent out by the special purpose logic to keep the network manager aware of selected status information. According to a preferred implementation, the signals are introduced to the client side of the “physical layer” of the network controller. The physical layer is the layer that conditions the network-directed signal to analog form to go out over the physical-connecting network. By so configuring the signal to have the characteristics of a standard network signal prepared by the client, it passes through the network the same as would any normal network signal sent by the client.
The client stays active, preferably full time, and is able, on an ongoing basis, to keep the management server aware of selected information regarding detected conditions at the client system. By so maintaining at the client the ability to send alerts to the management server, the management server is made aware of the actual conditions at the client and has greater latitude of flexibility in responding with instructions or procedures on respective clients. It may even determine that a problem is beyond the resolution capabilities of the invention and generate a trouble ticket.
The present invention recognizes certain normal errors that involve “minor” correction, as opposed to replacement of components, such as resetting the keyboard, which are usually expensive and time consuming because a service person generally must address the problem at the site. By so sending messages that can be and are generated in response to error conditions, modifying the system operation such that the video display can be controlled to display the messages, and then providing logic to receive the requisite signals in special predefined network commands all without OS or application software intervention at the client system, such “minor” corrections can be performed by the management server without requiring a service call.
The management server receives alert messages from the client machine that contains the machine ID, language support, and error condition. The management server based on the error condition, either sends a response message to the client machine in the appropriate language or generates a trouble ticket. The management server has a predefined response file based on the client type and the error condition which file allows for automatic response.
The system can detect and isolate problems, including, but not limited to the following: keyboard failure/key stuck; keyboard/mouse unplugged; non-boot diskette in drive A; time date failure; memory failure and OS hang-need to reboot.


REFERENCES:
patent: 5483637 (1996-01-01), Winokur et al.
patent: 5666481 (1997-09-01), Lewis
patent: 5701305 (1997-12-01), Albrecht
patent: 5790780 (1998-08-01), Brichta et al.
patent: 5984178 (1999-11-01), Gill et al.
patent: 6026500 (2000-12-01), Topff et al.

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