Error detection/correction and fault detection/recovery – Data processing system error or fault handling – Reliability and availability
Reexamination Certificate
1997-04-07
2001-11-20
Coulter, Kenneth R. (Department: 2154)
Error detection/correction and fault detection/recovery
Data processing system error or fault handling
Reliability and availability
C709S224000, C709S203000
Reexamination Certificate
active
06321348
ABSTRACT:
FIELD OF INVENTION
REFERENCE TO MICROFICHE APPENDIX
The disclosure of the present invention includes a microfiche appendix. The total number of microfiche included in the appendix is 2. The total number of microfiche frames included in the appendix is 135.
This invention relates to the provision of data over the Internet and, more particularly, to a system for ascertaining the demography of the users of the Internet and to provide appropriate software or consulting services based on the user's infrastructure data.
BACKGROUND OF THE INVENTION
With increasing use of the Internet and its expanding capabilities comes the requirement for specialized hardware, or at least hardware which can be reprogrammed to accommodate various applications. The capabilities of user's PCs vary widely from hard disk space, to operating system, to Internet connection, to various viewers, to sound cards and peripherals, including printers, faxes and various display apparatus.
It is oftentimes very frustrating to the user to attempt to go on-line only to find out that either the program or equipment that he/she is using is incompatible with the application. Installing the appropriate sound card for the particular computer and operating system can cause endless hours of frustration, repeat phone calls to technical support and, in general, can involve bringing the PC directly to a technical support house so that the PC can be appropriately configured for the application.
The compatibility of certain peripherals with particular PC's is also a problem in which the PC drivers must be appropriately configured to handle the peripheral involved. Oftentimes, the manufacturer does not provide a sufficiently reader-friendly manual or provide quick start procedures which would enable the user to set up and enjoy the piece of equipment that he has purchased.
The above problems resolve themselves into a category called “installation problems” which occur most frequently to the uninitiated. It is these users or clients who are most in need of assistance in a user-friendly environment. As described in U.S. patent application Ser. No. 08/801,458 filed Feb. 18, 1997 by Hiroshi Kobata et al., it is possible to detect the demography of the Internet user in which client software is installed at each PC that can detect the infrastructure of the PC. The software which is provided by the provider to the user enables sensing CPU power, hard disk space, the applications running or installed, network connectivity and the log-in history. Since each client software has a unique serial number, sensing the serial number at the server side provides for rapid transfer and loading of a database with infrastructure data which is reported to the server periodically, for instance, every two seconds. At the server side, the database can be udpated frequently to provide instant demographics of the particular user.
The availability of the demography of a particular user, while being useful to the content provider, has a utility in providing consulting services to the user, for instance, to permit installation of peripherals or other equipment.
SUMMARY OF THE INVENTION
In one embodiment, the demography of the user is utilized to ascertain the user's problem without communication with the user. This is accomplished because it is possible to sense the applications running on the user's PC as well as the log-in history and system demographies. It is oftentimes possible to ascertain problems at the client side without actually having to interface with the client if the client's infrastructure is known to the consultant group. In one embodiment, assuming it is possible to ascertain the particular problem, new software can be automatically downloaded to the client to fix the client's problem with a minimum of client time and frustration.
For instance, if the demography indicates that the client is having trouble using his/her printer, it can be ascertained the printer type, the model and the likely printer driver software that would be needed with the particular computer at the client. The printer driver can be downloaded to the client and the client's computer reconfigured, thus minimizing the need of a service call or even communication between the user and a technical support group. Moreover, it is possible knowing the demographics of the user's PC to download instructions to the user so that the user may properly install a given piece of equipment.
Even if the problems are not readily ascertainable through ascertaining the demography of the user's equipment, it is nonetheless useful, having this demography, to provide consulting advice to the user if the particular fix cannot be delivered immediately over the Internet. By providing demography to the consultant group, it is possible to provide instructions to the user which are both timely and effective in rapidly solving the user's problem.
What is therefore provided in an Internet-based client/server application is a system which detects the demographics of a client including CPU power, hard disk space, applications installed, network connectivity and log-in history so as to provide this information to an artificial intelligence or expert type consulting system in which the information is analyzed and appropriate corrective measures are transmitted back to the client. In order for the user's PC to be able to report the user's infrastructure, software is delivered to the user which enables the transmission back to the server of the aforementioned demography. The software provided to each user bears a unique serial number in one embodiment. Having the serial number, infrastructure data is sensed at the client side and reported to the server periodically, with the server updating a database with the infrastructure from each PC. The artificial intelligence system at the server side can filter the incoming data so as to be able to ascertain what problems, if any, exist at the client's side and to make recommendations either to an individual who will then communicate with the client over the Internet or to provide corrective action through the automatic transmission of new software over the Internet to the client.
In summary, in an Internet-based client/server application, a system is provided to detect the infrastructure at the client side so as to ascertain information such as the computer type, what peripherals are attached to the computer, CPU power, hard disk space, what viewer or sound card is installed and the Internet connection information associated with the client and to automatically transmit required software to the client or give the client consulting advice to remotely identify problems and provide solutions, to install new software and to remotely instruct individuals as to how to use their machines. In one embodiment, each user is provided with software having a unique serial number. Having the serial number, infrastructure data is checked at the client side and reported to the server periodically, with the server updating a database with the infrastructure data from each PC to permit the remote consulting and repair.
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Coulter Kenneth R.
Daly, Crowley & Mofford, LLC
e-Parcel, Inc.
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