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

Patent metadata

Field	Value
Publication number	US-11683671-B2
Application number	US-202117248337-A
Country	US
Kind code	B2
Filing date	Jan 21, 2021
Priority date	Apr 5, 2012
Publication date	Jun 20, 2023
Grant date	Jun 20, 2023

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. At least one non-transitory computer-readable storage medium containing computer program code, the computer program code when executed by one or more processors causes the one or more processors to perform operations, the computer program code comprising instructions to: receive device status data from a mobile device;
receive a plurality of solution implementation results data associated with a plurality of other devices, the plurality of other devices associated with various device configurations, each solution implementation results data indicates whether a previous solution implementation attempted by at least one other device caused resolution of a previous fault of the at least one other device; identify at least one first device configuration associated with the mobile device; generate aggregated solution implementation results data by at least identifying a subset of the plurality of solution implementation results data corresponding to the at least one first device configuration and aggregating the subset of the plurality of solution implementation results data to generate the aggregated solution implementation results data; determine at least one fault of the mobile device based on the device status data and the aggregated solution implementation results data; determine a first solution having a highest solution success probability for the at least one first device configuration, wherein the highest solution success probability is derived from the aggregated solution implementation results data corresponding to the at least one first device configuration; cause transmission of computer executable instructions to a second device, the computer executable instructions configured to facilitate rendering of a graphical user interface associated with a mobile device support portal on a display associated with the second device, the graphical user interface configured to provide an indication of the at least one fault of the mobile device; and in response to a selection by a user at the second device, cause transmission of second computer executable instructions to the mobile device, the second computer executable instructions configured to facilitate execution of at least the first solution to attempt to resolve the at least one fault of the mobile device.

2. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the indication of the at least one fault of the mobile device comprises displaying one or more solutions to the at least one fault of the mobile device.

3. The at least one non-transitory computer-readable storage medium of claim 2 , wherein the indication of the at least one fault of the mobile device comprises a probability of success associated with each of the one or more solutions.

4. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the computer executable instructions further configured to cause the graphical user interface to provide a plurality of options for resolution of the at least one fault of the mobile device, and wherein the selection comprises a selection of at least one of the plurality of options.

5. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the second computer executable instructions are configured to cause the mobile device to display support content to the user.

6. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the second computer executable instructions are configured to cause the mobile device to revert to a last known working condition.

7. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the second computer executable instructions are configured to cause the mobile device to install, uninstall, and/or block an application.

8. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the second computer executable instructions are configured to cause the user of the second device to take remote control of the mobile device.

9. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the second computer executable instructions are configured to cause the mobile device to perform at least one diagnostic.

10. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the graphical user interface associated with the mobile device support portal is accessible via a web browser or a dedicated application executing on the second device.

11. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the computer program code further comprises instructions to: identify a fault type associated with the at least one fault of the mobile device based at least in part on a comparison of the device status data with one or more fault profiles based on aggregated device status data from a plurality of other mobile devices.

12. The at least one non-transitory computer-readable storage medium of claim 11 , wherein the fault type comprises a remotely-repairable fault type or a non-remotely-repairable fault type.

13. The at least one non-transitory computer-readable storage medium of claim 11 , wherein the one or more fault profiles comprise statistical information related to a probability that a particular device configuration or a particular aspect of a device configuration may give rise to one or more particular faults.

14. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the computer program code further comprises instructions to:
receive a request to access the mobile device support portal from a third device; and
cause transmission of computer executable instructions to the third device, the computer executable instructions configured to facilitate rendering of a second graphical user interface associated with the mobile device support portal on a second display associated with the third device, the second graphical user interface configured to provide a second indication of the at least one fault of the mobile device.

15. The at least one non-transitory computer-readable storage medium of claim 1 ,
wherein the indication of the at least one fault of the mobile device is configured to persist between sessions of the mobile device support portal until the at least one fault of the mobile device is resolved.

16. The at least one non-transitory computer-readable storage medium 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.

17. The at least one non-transitory computer-readable storage medium of claim 1 , wherein the at least one first device configuration comprises a device make, a device model, a device operating system type, a device operating system version, or a combination thereof.

18. The at least one non-transitory computer-readable storage medium of claim 1 , wherein determining the at least one fault of the mobile device based on the device status data and the aggregated solution implementation results data comprises comparing one or more prior faults associated with the aggregated solution implementation results data to identify the at least one fault of the mobile device as a portion of the one or more faults having a highest probability of occurring based on the at least one first device configuration.

19. The at least one non-transitory computer-readable st

Assignees

• Assurant Inc

Inventors

• Hurst Cameron
• Saunders Stuart

Classifications

• 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

• H04W4/60

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

• H04W84/12

  WLAN [Wireless Local Area Networks] · CPC title

• G06F2221/2143

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

• G06F11/0742

  in a data processing system embedded in a mobile device, e.g. mobile phones, handheld devices · CPC title