Method and apparatus for providing support for an electronic...

Details Method and apparatus for providing support for an electronic... Method and apparatus for providing support for an electronic...

2004-05-24

2011-12-13

Moise, Emmanuel L. (Department: 2455)

Electrical computers and digital processing systems: multicomput

Distributed data processing

Client/server

C709S223000, C709S224000, C709S228000

Reexamination Certificate

active

08078670

ABSTRACT:
A support system enables a support agent to assist a client to resolve a problem with a client electronic device provided with an Internet capability enabling communication between the device and a support service web application. A two-way communications link is provided between the agent and the same web application. Communication between the client and support agent is provided by a telephone link. Accessible by the device is a diagnostic and/or data harvesting engine which can diagnose and/or harvest data for transfer to the web application and which has access to a LAN software stack which enables the engine itself to establish communication with the web application without requiring user intervention and without requiring communication via a web server provided in the client's device. Thus, as long as it is still possible for the device to communicate via the Internet, the diagnostic/data harvesting engine has the ability to carry out such communication to provide the required data to the web application. The support agent has access to the collected data stored in the application to be able to diagnose and resolve problems with the device.

REFERENCES:
patent: 5367667 (1994-11-01), Wahlquist et al.
patent: 5678002 (1997-10-01), Fawcett et al.
patent: 5732268 (1998-03-01), Bizzarri
patent: 5854828 (1998-12-01), Kocis et al.
patent: 5983369 (1999-11-01), Bakoglu et al.
patent: 6145096 (2000-11-01), Bereiter et al.
patent: 6230287 (2001-05-01), Pinard et al.
patent: 6289378 (2001-09-01), Meyer et al.
patent: 6321262 (2001-11-01), Springer
patent: 6357017 (2002-03-01), Bereiter et al.
patent: 6377944 (2002-04-01), Busey et al.
patent: 6397245 (2002-05-01), Johnson, II et al.
patent: 6438711 (2002-08-01), Woodruff
patent: 6477531 (2002-11-01), Sullivan et al.
patent: 6662316 (2003-12-01), Owhadi
patent: 6691230 (2004-02-01), Bardon
patent: 6694314 (2004-02-01), Sullivan et al.
patent: 6697969 (2004-02-01), Merriam
patent: 7165194 (2007-01-01), Paradkar
patent: 2001/0018691 (2001-08-01), Sakakibara et al.
patent: 2001/0027470 (2001-10-01), Ulmer
patent: 2001/0047410 (2001-11-01), Defosse
patent: 2002/0052912 (2002-05-01), Griswold et al.
patent: 2002/0097254 (2002-07-01), Simmons
patent: 2002/0154153 (2002-10-01), Messinger et al.
patent: 2002/0165952 (2002-11-01), Sewell et al.
patent: 2002/0184341 (2002-12-01), Bhatti et al.
patent: 2003/0037293 (2003-02-01), Owhadi
patent: 2004/0148385 (2004-07-01), Srinivasan et al.
patent: 2004/0153712 (2004-08-01), Owhadi et al.
patent: 100 08 674 (2001-05-01), None
patent: 0 952 521 (1999-10-01), None
patent: 1 256 144 (2002-11-01), None
patent: 00/27847 (2000-05-01), None
patent: 00/41535 (2000-07-01), None
patent: 00/68793 (2000-11-01), None
FOLDOC, Dictionary Defination.
Pawlan, et al., “Signed Applets, Browsers, and File Access”, pp. 1-5 (Apr. 1998).
Indigo Rose Software Forums, “AutoPlay After Restart”, p. 1 (Mar. 22, 2001).
“Support FetchDog™,” Internet: <http://www.4developers.com/fd/> pp. 1-3 (Retrieved on Oct. 30, 2001).
“Test: Speicher im Web,” Internet: <http://www.tecchannel.de/internet/181/index.html> Retrieved on Nov. 16, 2001, pp. 1-8 (Sep. 9, 1999).
“Today's News,” Internet: <http://www.realmarket.com/ssdex01/ssdex032001.html> Retrieved on Oct. 30, 2001, pp. 1-2 (Mar. 20, 2001).

Affiliated with

Also associated with

Rating

Method and apparatus for providing support for an electronic... does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Method and apparatus for providing support for an electronic..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for providing support for an electronic... will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-4302562