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

Patent metadata

Field	Value
Publication number	US-12598456-B2
Application number	US-202218066234-A
Country	US
Kind code	B2
Filing date	Dec 14, 2022
Priority date	Apr 5, 2012
Publication date	Apr 7, 2026
Grant date	Apr 7, 2026

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 deice 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

What is claimed:

1 . A computer-implemented method comprising:
causing rendering of a portal via a display of a support apparatus, the portal providing indications of an application set installed on an external device remote from the support apparatus, device status data associated with each application of the application set, and a threat level corresponding to each application of the application set, wherein the threat level for one or more applications of the application set is based at least in part on determined characteristics corresponding to the one or more applications and an aggregated data set associated with a plurality of other external devices; determining a fault with the external device originating from at least one application in response to performing remote diagnostic operations on the external device, wherein the portal comprises at least one device alert identified utilizing device diagnostics that indicate an identified blacklisted application, a rejected application, or another application issue, wherein the at least one application is selected based at least in part on the at least one device alert; receiving an indication of a solution for resolving the fault selected via the portal, the solution determined based at least in part on solution implementation results received from one or more other external devices, wherein at least a portion of the solution implementation results comprises previous solution implementations that caused resolution of a previous fault of at least one other external device of the one or more other external devices; and generating and transmitting computer-executable instructions including at least a designation of the at least one application to the external device configured to cause the external device to block the at least one application from the external device and resolve the fault based on the solution by transmitting at least one executable instruction configured to modify the external device or a system associated with the external device to prevent the at least one application from being installed on the external device.

2 . The computer-implemented method according to claim 1 , wherein the portal is further configured to provide an indication of a current designation for each application of the application set.

3 . The computer-implemented method according to claim 1 , wherein the portal is further configured to provide an indication of device permissions for each application of the application set.

4 . The computer-implemented method according to claim 1 , wherein generating and transmitting the computer-executable instructions including at least the designation of the at least one application to the external device comprises:
transmitting at least one executable instruction configured to cause the external device to uninstall the at least one application from the external device.

5 . The computer-implemented method according to claim 1 , wherein causing rendering of the portal further comprises:
causing rendering of the portal via the display of the support apparatus, the portal providing access to an event log associated with at least one configuration change of the external device, wherein the event log is automatically transmitted to the support apparatus from the external device or an external monitoring apparatus.

6 . The computer-implemented method according to claim 5 , further comprising:
receiving, via the portal, an indication of at least one device fault based at least in part on the event log; receiving, via the portal, a selected responsive corrective action associated with the at least one device fault; and in response to the selected responsive corrective action, transmitting computer-executable instructions corresponding to the selected responsive corrective action to the external device, wherein the computer-executable instructions cause the external device to automatically initiate the selected responsive corrective action.

7 . An apparatus comprising at least one processor and at least one memory having computer-coded instructions stored thereon that, in execution with at least one processor, causes the apparatus to:
cause rendering of a portal via a display of a support apparatus, the portal providing indications of an application set installed on an external device remote from the support apparatus, device status data associated with each application of the application set, and a threat level corresponding to each application of the application set, wherein the threat level for one or more applications of the application set is based at least in part on determined characteristics corresponding to the one or more applications and an aggregated data set associated with a plurality of other external devices; determine a fault with the external device originating from at least one application in response to performing remote diagnostic operations on the external device, wherein the portal comprises at least one device alert identified utilizing device diagnostics that indicate an identified blacklisted application, a rejected application, or another application issue, wherein the at least one application is selected based at least in part on the at least one device alert; receive an indication of a solution for resolving the fault selected via the portal, the solution determined based at least in part on solution implementation results received from one or more other external devices, wherein at least a portion of the solution implementation results comprises previous solution implementations that caused resolution of a previous fault of at least one other external device of the one or more other external devices; and generate and transmit computer-executable instructions including at least a designation of the at least one application to the external device configured to cause the external device to block the at least one application from the external device and resolve the fault based on the solution by transmitting at least one executable instruction configured to modify the external device or a system associated with the external device to prevent the at least one application from being installed on the external device.

8 . The apparatus according to claim 7 , wherein the portal is further configured to provide an indication of a current designation for each application of the application set.

9 . The apparatus according to claim 7 , wherein the portal is further configured to provide an indication of device permissions for each application of the application set.

10 . The apparatus according to claim 7 , wherein to generate and transmit the computer-executable instructions including at least the designation of the at least one application to the external device the apparatus is caused to:
transmit at least one executable instruction configured to cause the external device to uninstall the at least one application from the external device.

11 . The apparatus according to claim 7 , wherein to cause rendering of the portal further the apparatus is caused to:
cause rendering of the portal via the display of the support apparatus, the portal providing access to an event log associated with at least one configuration change of the external device, wherein the event log is automatically transmitted to the support apparatus from the external device or an external monitoring apparatus.

12 . The apparatus according to claim 11 , further caused to:
receive, via the portal, an indication of at least one device fault based at least in part on the event log; receive, via the portal, a selected responsive corrective action associated with the at least one device fault; a

Assignees

• Assurant Inc

Inventors

• Hurst Cameron E
• Conrad Cassandra G

Classifications

• G06Q30/016

  After-sales · CPC title

• H04M3/5232

  Call distribution algorithms · CPC title

• H04L67/535

  Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34) · CPC title

• H04L67/54

  Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users · CPC title

• H04W4/60

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