Delivering troubleshooting support to a user of a computing device via a remote screen that captures the user's interaction with the computing device

Patent metadata

Field	Value
Publication number	US-10528446-B2
Application number	US-201715670193-A
Country	US
Kind code	B2
Filing date	Aug 7, 2017
Priority date	Aug 7, 2017
Publication date	Jan 7, 2020
Grant date	Jan 7, 2020

Abstract

A mechanism is provided for delivering troubleshooting support that captures a user's interactions with a local computing device. Responsive to receiving a set of events associated with an issue being experienced by the user of the local computing device, each event in the set of events is presented to a technician. Each event in the set of events is flagged as either correct or incorrect. Responsive to the incorrect flagged event being an operation performed by the local computing device, a communicative connecting is established to the local computing device in order that the technician corrects a future operation corresponding to the operation performed. Responsive to the incorrect flagged event being an action performed by the user of the local computing device, an analysis is sent in order to inform the user of incorrect actions so as to not perform the incorrect actions in the future.

First claim

What is claimed is:

1. A method, in a remote computing device comprising a processor and a memory coupled to the processor, for delivering troubleshooting support to a user of a local computing device that captures the user's interactions with the local computing device, the method comprising:
responsive to receiving a set of events associated with an issue being experienced with the local computing device by the user of the local computing device, presenting, by the processor, each event in the set of events to a technician via a graphical user interface of a remote computing device;
for each event, responsive to receiving an indication as to whether the event is correct or incorrect, flagging, by the processor, the event as either correct or incorrect;
for each incorrect flagged event, responsive to receiving an annotation of an incorrect procedure associated with the incorrect flagged event, annotating, by the processor, the event with the received annotation;
responsive to the incorrect flagged event being an operation performed incorrectly by the local computing device, communicatively connecting, by the processor, to the local computing device in order that the technician corrects a future operation corresponding to the operation performed by the local computing device; and
responsive to the incorrect flagged event being an action performed incorrectly by the user of the local computing device, sending, by the processor, an analysis in order to inform the user of incorrect user actions so as to not perform the incorrect user actions in the future.

2. The method of claim 1 , further comprising:
parsing, by the processor, the set of events in order to separate the set of events into individually analyzable events.

3. The method of claim 2 , wherein parsing the set of events in order to separate the set of events into the individually analyzable events comprises:
analyzing, by the processor, event metadata associated with each event in the set of events to identify commands received from a peripheral device and operations performed by the processor in response to the received commands.

4. The method of claim 1 , wherein, as the technician analyzes each event in the set of event, the technician is able to perform one or more of playing the event, pausing the event, rewinding the event, moving to a next event.

5. The method of claim 1 , wherein the analysis provided to the user of the local computing device incudes the annotations included by the technician.

6. The method of claim 1 , wherein the technician is analyzing the events at a same time as the user of the local computing device is performing actions associated with the set of events.

7. The method of claim 1 , wherein the technician is analyzing the events at a time later than when the user of the local computing device performed actions associated with the set of events.

8. A computer program product comprising a non-transitory computer readable storage medium having a computer readable program stored therein, wherein the computer readable program, when executed on a computing device, causes the computing device to:
responsive to receiving a set of events associated with an issue being experienced with the local computing device by a user of a local computing device, present each event in the set of events to a technician via a graphical user interface of a remote computing device;
for each event, responsive to receiving an indication as to whether the event is correct or incorrect, flag the event as either correct or incorrect;
for each incorrect flagged event, responsive to receiving an annotation of an incorrect procedure associated with the incorrect flagged event, annotate the event with the received annotation;
responsive to the incorrect flagged event being an operation performed incorrectly by the local computing device, communicatively connect to the local computing device in order that the technician corrects a future operation corresponding to the operation performed by the local computing device; and
responsive to the incorrect flagged event being an action performed incorrectly by the user of the local computing device, send an analysis in order to inform the user of incorrect user actions so as to not perform the incorrect user actions in the future.

9. The computer program product of claim 8 , wherein the computer readable program further causes the computing device to:
parse the set of events in order to separate the set of events into individually analyzable events.

10. The computer program product of claim 9 , wherein the computer readable program to parse the set of events in order to separate the set of events into the individually analyzable events further causes the computing device to:
analyze event metadata associated with each event in the set of events to identify commands received from a peripheral device and operations performed by the processor in response to the received commands.

11. The computer program product of claim 8 , wherein, as the technician analyzes each event in the set of event, the technician is able to perform one or more of playing the event, pausing the event, rewinding the event, moving to a next event.

12. The computer program product of claim 8 , wherein the analysis provided to the user of the local computing device incudes the annotations included by the technician.

13. The computer program product of claim 8 , wherein the technician is analyzing the events at a same time as the user of the local computing device is performing actions associated with the set of events.

14. The computer program product of claim 8 , wherein the technician is analyzing the events at a time later than when the user of the local computing device performed actions associated with the set of events.

15. An apparatus comprising:
a processor; and
a memory coupled to the processor, wherein the memory comprises instructions which, when executed by the processor, cause the processor to:
responsive to receiving a set of events associated with an issue being experienced with the local computing device by a user of a local computing device, present each event in the set of events to a technician via a graphical user interface of a remote computing device;
for each event, responsive to receiving an indication as to whether the event is correct or incorrect, flag the event as either correct or incorrect;
for each incorrect flagged event, responsive to receiving an annotation of an incorrect procedure associated with the incorrect flagged event, annotate the event with the received annotation;
responsive to the incorrect flagged event being an operation performed incorrectly by the local computing device, communicatively connect to the local computing device in order that the technician corrects a future operation corresponding to the operation performed by the local computing device; and
responsive to the incorrect flagged event being an action performed incorrectly by the user of the local computing device, send an analysis in order to inform the user of incorrect user actions so as to not perform the incorrect user actions in the future.

16. The apparatus of claim 15 , wherein the instructions thither cause the processor to:
parse the set of events in order to separate the set of events into individually analyzable events, wherein the instructions to parse the set of events in order to separate the set of events into the individually analyzable events further cause the processor to:
analyze event metadata associated with each event in the set of events to identify commands received from a periphe

Assignees

• IBM

Inventors

• Aloni Miron
• Klein Rotem
• Lereya Daniel
• Shalikashvili Vladimir
• Weiss Moshe

Classifications

• G06F11/3438 Primary

  monitoring of user actions (tracking the activity of the user H04L67/535) · CPC title

• G06F9/452 Primary

  Remote windowing, e.g. X-Window System, desktop virtualisation (protocols for virtual reality H04L67/131) · CPC title

• G06F11/0793

  Remedial or corrective actions (recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40) · CPC title

• G06F11/321

  Display for diagnostics, e.g. diagnostic result display, self-test user interface · CPC title

• G06F11/079

  Root cause analysis, i.e. error or fault diagnosis (in a hardware test environment G06F11/22; in a software test environment G06F11/36) · CPC title