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

Patent metadata

Field	Value
Publication number	US-12150025-B2
Application number	US-202318312261-A
Country	US
Kind code	B2
Filing date	May 4, 2023
Priority date	Apr 5, 2012
Publication date	Nov 19, 2024
Grant date	Nov 19, 2024

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. A method comprising:
receiving device status data from one or more mobile devices;
causing rendering of a portal interface on a screen of a user device, wherein the portal interface comprises information associated with a fault predicted for the one or more mobile devices, the fault comprising a fault with (i) at least one application installed on the one or more mobile devices or (ii) at least one hardware component of the one or more mobile devices;
receiving, via the portal interface, an indication of a selection by a user; and
transmitting computer executable instructions configured to automatically modify, via the portal interface and based on the selection, at least one configuration associated with the one or more mobile devices, wherein modifying the at least one configuration is configured to resolve the fault predicted for the one or more mobile devices.

2. The method according to claim 1 , further comprising:
maintaining a log of device events experienced by the one or more mobile devices; and
causing rendering of a user interface comprising of the log of device events.

3. The method according to claim 1 , further comprising:
causing rendering of a user interface comprising (i) the at least one application installed on the one or more mobile devices and (ii) a status message associated with each of the at least one application rendered via the user interface.

4. The method according to claim 1 , further comprising:
detecting data identifying at least a particular device of the one or more mobile devices; and
causing rendering of a support user interface comprising viewable content associated with at least the particular device.

5. The method according to claim 1 , further comprising:
causing rendering of a user interface comprising a text input form that enables input of text messages utilized to identify text instructions corresponding to a solution based at least in part on the text messages.

6. The method according to claim 1 , further comprising:
causing rendering of at least one alert associated with the one or more mobile devices, the at least one alert associated with (i) the at least one application installed on the one or more mobile devices or (ii) the at least one hardware component of the one or more mobile devices.

7. The method according to claim 6 , wherein the at least one alert comprises a list of high risk applications installed on the one or more mobile devices.

8. The method according to claim 6 , wherein the at least one alert comprises a list of incompatible applications installed to the one or more mobile devices.

9. The method according to claim 6 , wherein the at least one alert comprises a list of hardware faults associated with the at least one hardware component of the one or more mobile devices.

10. The method according to claim 6 , further comprising:
causing the one or more mobile devices to run at least one diagnostic process; and
receiving the device status data in response to the at least one diagnostic process,
wherein the at least one alert is generated based at least in part on the device status data.

11. A system comprising at least one processor and at least one non-transitory memory having computer-coded instructions stored thereon that, in execution with the at least one processor, causes the system to:
receive device status data from one or more mobile devices;
cause rendering of a portal interface on a screen of a user device, wherein the portal interface comprises information associated with a fault predicted for the one or more mobile devices, the fault comprising a fault with (i) at least one application installed on the one or more mobile devices or (ii) at least one hardware component of the one or more mobile devices;
receive, via the portal interface, an indication of a selection by a user; and
transmit computer executable instructions configured to automatically modify, via the portal interface and based on the selection, at least one configuration associated with the one or more mobile devices, wherein modifying the at least one configuration is configured to resolve the fault predicted for the one or more mobile devices.

12. The system according to claim 11 , further caused to:
maintain a log of device events experienced by the one or more mobile devices; and
cause rendering of a user interface comprising of the log of device events.

13. The system according to claim 11 , further caused to:
cause rendering of a user interface comprising (i) the at least one application installed on the one or more mobile devices and (ii) a status message associated with each of the at least one application rendered via the user interface.

14. The system according to claim 11 , further caused to:
detect data identifying at least a particular device of the one or more mobile devices; and
cause rendering of a support user interface comprising viewable content associated with at least the particular device.

15. The system according to claim 11 , further caused to:
cause rendering of a user interface comprising a text input form that enables input of text messages utilized to identify text instructions corresponding to a solution based at least in part on the text messages.

16. The system according to claim 11 , further caused to:
cause rendering of at least one alert associated with the one or more mobile devices, the at least one alert associated with (i) the at least one application installed on the one or more mobile devices or (ii) the at least one hardware component of the one or more mobile devices.

17. The system according to claim 16 , wherein the at least one alert comprises a list of high risk applications installed on the one or more mobile devices.

18. The system according to claim 16 , wherein the at least one alert comprises a list of incompatible applications installed to the one or more mobile devices.

19. The system according to claim 16 , wherein the at least one alert comprises a list of hardware faults associated with the at least one hardware component of the one or more mobile devices.

20. The system according to claim 16 , further caused to:
cause the one or more mobile devices to run at least one diagnostic process; and
receive the device status data in response to the at least one diagnostic process, wherein the at least one alert is generated based at least in part on the device status data.

Assignees

• Assurant Inc

Inventors

• Hurst Cameron
• Saunders Stuart

Classifications

• H04W84/12

  WLAN [Wireless Local Area Networks] · CPC title

• H04L67/303

  Terminal profiles · CPC title

• H04W4/60

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

• G06F11/2294

  by remote test · CPC title