System, method, apparatus, and computer program product for providing mobile device support services

Patent metadata

Field	Value
Publication number	US-10375546-B2
Application number	US-201615272261-A
Country	US
Kind code	B2
Filing date	Sep 21, 2016
Priority date	Apr 5, 2012
Publication date	Aug 6, 2019
Grant date	Aug 6, 2019

Abstract

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

First claim

That which is claimed:

1. An apparatus comprising at least one processor and at least one memory including computer program code, the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to at least:
receive device status data from a mobile device;
receive device status data from a plurality of other mobile devices;
aggregate the device status data received from the plurality of other mobile devices;
determine one or more potential faults related to the mobile device based at least in part on the device status data and the aggregated device status data; and
cause information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to:
receive device status data from the mobile device via a first network; and
receive device status data from at least one of the other mobile devices via a second network that is not the first network.

2. The apparatus of claim 1 , wherein the one or more potential faults comprise at least one predicted fault.

3. The apparatus of claim 1 , wherein the one or more potential faults comprise at least one present fault.

4. The apparatus of claim 1 , wherein the determining the one or more potential faults comprises determining at least one application profile.

5. The apparatus of claim 1 , wherein the one or more potential faults comprises two or more conflicting applications.

6. The apparatus of claim 4 , wherein the at least one application profile comprises a first application profile determined at a first time, and wherein the apparatus is further directed to determine at least a second application profile determined at a second time, and wherein determining the one or more potential faults comprises comparing the first and second application profiles.

7. The apparatus of claim 6 , wherein the information regarding the one or more potential faults comprises information representing a comparison between a performance indication of the mobile device and one or more benchmark performance indications.

8. The apparatus of claim 4 , wherein the information regarding the one or more potential faults comprises information regarding applications installed on the mobile device.

9. The apparatus of claim 8 , wherein the information regarding applications installed on the device comprises one or more of: identifications of applications installed on the mobile device, configuration settings for installed applications, processor usage data of installed applications, memory usage data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications.

10. The apparatus of claim 8 , wherein the information regarding applications installed on the device comprises one or more of indicia of one or more application characteristics, the one or more application characteristics comprising one or more of: security characteristics, privacy characteristics, or performance characteristics.

11. The apparatus of claim 1 , wherein the device status data comprises one or more of: hardware usage data, device settings information, system log contents, application log contents, a device ID, installed application information, device application data, or device sensor data.

12. The apparatus of claim 1 , wherein determining the one or more potential faults based further on the aggregated device status data comprises:
determining, based at least in part on the aggregated device status data, one or more fault profiles; and
comparing the device status data received from the mobile device to the one or more fault profiles.

13. The apparatus of claim 1 , wherein the apparatus is further directed to determine, based at least in part on the one or more potential faults, one or more solutions to the one or more potential faults.

14. The apparatus of claim 13 , wherein the information regarding the one or more faults comprises at least one indication of the at least one solution.

15. The apparatus of claim 13 , wherein the device status data received from the plurality of other mobile devices comprises information regarding solution implementation results.

16. The apparatus of claim 15 , wherein the apparatus is further directed to determine, based at least in part on the information regarding the solution implementation results, a probability of success for at least one of the solutions.

17. The apparatus of claim 13 , wherein the apparatus is further directed to cause at least one of the one or more solutions to be automatically performed.

18. The apparatus of claim 13 , wherein the apparatus is further directed to receive an indication of a selection of at least one of the one or more solutions and, in response, to cause the solution to be performed.

19. The apparatus of claim 13 , wherein the apparatus is directed to cause the one or more solutions to be provided by causing the one or more solutions to be provided via a web portal.

20. The apparatus of claim 1 , wherein the first network comprises a direct connection between the mobile device and the apparatus.

21. The apparatus of claim 20 , wherein the second network comprises an indirect connection between the at least one of the other mobile devices and the apparatus.

22. The apparatus of claim 1 , wherein the first network is a cellular network.

23. The apparatus of claim 22 , wherein the second network is a wireless local area network.

24. A method comprising:
receiving device status data from a mobile device;
receiving device status data from a plurality of other mobile devices;
aggregating the device status data received from the plurality of other mobile devices;
determining one or more potential faults related to the mobile device based at least in part on the device status data and the aggregated device status data; and
causing information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, by at least:
receiving device status data from the mobile device via a first network; and
receiving device status data from at least one of the other mobile devices via a second network that is not the first network.

25. The method of claim 24 , wherein the one or more potential faults comprise at least one predicted fault.

26. The method of claim 24 , wherein the one or more potential faults comprise at least one present fault.

27. The method of claim 24 , wherein the determining the one or more potential faults comprises determining at least one application profile.

28. The method of claim 24 , wherein the one or more potential faults comprises two or more conflicting applications.

29. The method of claim 27 , wherein the at least one application profile comprises a first application profile determined at a first time, the method further comprising determining at least a second application profile determined at a second time, and wherein determining the one or more potential faults comprises comparing the first and second application profiles.

30. The method of claim 29 , wherein the information regarding the one or more potential faults comprises information representing a comparison between a performance indication of the mobile device and one or more benchmark performance indic

Assignees

• Assurant Inc

Inventors

• Hurst Cameron
• Saunders Stuart

Classifications

• G06F2221/2143

  Clearing memory, e.g. to prevent the data from being stolen · CPC title

• G06F11/2294

  by remote test · CPC title

• H04W4/60

  Subscription-based services using application servers or record carriers, e.g. SIM application toolkits · CPC title

• G06F11/0748

  in a remote unit communicating with a single-box computer node experiencing an error/fault (remote testing G06F11/2294) · CPC title

• G06F21/577

  Assessing vulnerabilities and evaluating computer system security · CPC title