Cloud application design for efficient troubleshooting

Patent metadata

Field	Value
Publication number	US-11070649-B2
Application number	US-201916658264-A
Country	US
Kind code	B2
Filing date	Oct 21, 2019
Priority date	Sep 5, 2019
Publication date	Jul 20, 2021
Grant date	Jul 20, 2021

Abstract

An enterprise application executed on a user device is configured to perform steps of providing functionality for a user device while operating in background on the user device; determining an issue with the functionality of the enterprise application; presenting a user of the user device a list of a plurality of issue types for selection thereof; receiving a selection from the user of an issue type for the issue; and collecting data from the user device based on the selected issue type. The steps can further include transmitting the collected data to a back end server for troubleshooting of the issue.

First claim

What is claimed is:

1. A non-transitory computer-readable storage medium having computer-readable code stored thereon for programming a user device to execute an enterprise application that performs steps of:
providing functionality for the user device while operating in background on the user device including providing secure connectivity with a cloud-based system over a network and one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system;
responsive to an issue with the functionality of the enterprise application, presenting a user of the user device a list of a plurality of issue types, related to the functionality of the enterprise application, for selection thereof and receiving a selection from the user of an issue type for the issue; and
collecting data, including context-specific information, from the user device, the context-specific information being based on the selected issue type received from the user and being related to the functionality of the enterprise application.

2. The non-transitory computer-readable storage medium of claim 1 , wherein the computer-readable code stored thereon is further programmed performs steps of:
transmitting the collected data to a back end server for troubleshooting of the issue.

3. The non-transitory computer-readable storage medium of claim 1 , wherein the plurality of issue types include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes.

4. The non-transitory computer-readable storage medium of claim 1 , wherein the collected data is different for each of the plurality of issue types.

5. The non-transitory computer-readable storage medium of claim 1 , wherein the collected data is captured while the issue is occurring to assist in troubleshooting thereof.

6. A user device comprising:
a network interface communicatively coupled to a network;
a processor communicatively coupled to the network interface; and
memory storing computer-executable instructions for an enterprise application that, when executed, cause the processor to
provide functionality for the user device while operating in background on the user device including providing secure connectivity with a cloud-based system over a network and one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system,
responsive to an issue with the functionality of the enterprise application, present a user of the user device a list of a plurality of issue types, related to the functionality of the enterprise application, for selection thereof and receive selection from the user of an issue type for the issue, and
collect data, including context-specific information, from the user device, the context-specific information being based on the selected issue type received from the user and being related to the functionality of the enterprise application.

7. The user device of claim 6 , wherein the computer-executable instructions are further configured to cause the processor to
transmit the collected data to a back end server for troubleshooting of the issue.

8. The user device of claim 6 , wherein the plurality of issue types include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes.

9. The user device of claim 6 , wherein the collected data is different for each of the plurality of issue types.

10. The user device of claim 6 , wherein the collected data is captured while the issue is occurring to assist in troubleshooting thereof.

11. A method implemented by an enterprise application, comprising:
providing functionality for a user device while operating in background on the user device including providing secure connectivity with a cloud-based system over a network and one or more of monitoring, antivirus, firewall, and Virtual Private Networking (VPN) with the cloud-based system;
responsive to an issue with the functionality of the enterprise application, presenting a user of the user device a list of a plurality of issue types, related to the functionality of the enterprise application, for selection thereof and receiving a selection from the user of an issue type for the issue; and
collecting data, including context-specific information, from the user device, the context-specific information being based on the selected issue type received from the user and being related to the functionality of the enterprise application.

12. The method of claim 11 , further comprising
transmitting the collected data to a back end server for troubleshooting of the issue.

13. The method of claim 11 , wherein the plurality of issue types include any of Domain Name System (DNS) resolution, system overheating, system slowness, abnormal battery drain, and system crashes.

14. The method of claim 11 , wherein the collected data is different for each of the plurality of issue types.

Assignees

• Zscaler Inc

Inventors

• Goyal Rohit
• Gupta Rishabh

Classifications

• H04L67/75 Primary

  Indicating network or usage conditions on the user display · CPC title

• H04L41/145 Primary

  involving simulating, designing, planning or modelling of a network · CPC title

• H04L43/065

  related to network devices · CPC title

• H04L41/5058

  Service discovery by the service manager · CPC title

• H04L43/0823

  Errors, e.g. transmission errors · CPC title