Methods and systems for troubleshooting network device

Patent metadata

Field	Value
Publication number	US-2022210003-A1
Application number	US-202017134045-A
Country	US
Kind code	A1
Filing date	Dec 24, 2020
Priority date	Dec 24, 2020
Publication date	Jun 30, 2022
Grant date	—

Abstract

Embodiments of a device and method are disclosed. In an embodiment, a method of network device troubleshooting involves at a cloud server, assigning a troubleshooting task for troubleshooting a network device deployed at a customer site to an operator, at the cloud server, receiving data regarding an issue in the network device that is gathered by the operator at the customer site, and, at the cloud server, recommending a remedy action for the issue in the network device to the operator based on the data regarding the issue in the network device.

First claim

1 . A method for network device troubleshooting, the method comprising:
at a cloud server, receiving a report regarding an issue in a network device deployed at a customer site; after the report is received at the cloud server, analyzing the issue in the network device at the cloud server using a troubleshooting rule set at the cloud server, assigning a troubleshooting task for troubleshooting the network device to an operator when the cloud server determines that the issue in the network device needs to be addressed by local or physical access to the network device, wherein at the cloud server, assigning the troubleshooting task for troubleshooting the network device deployed at the customer site to the operator comprises transmitting information related to the troubleshooting task from the cloud server to a mobile application of a troubleshooting device of the operator, and wherein the information related to the troubleshooting task comprises device name information and location information of the network device; at the cloud server, receiving data regarding the issue in the network device that is gathered by the operator at the customer site; and at the cloud server, recommending a remedy action for the issue in the network device to the operator based on the data regarding the issue in the network device.

2 . (canceled)

3 . The method of claim 1 , further comprising:
at the cloud server, detecting the issue in the network device.

4 . (canceled)

5 . (canceled)

6 . The method of claim 1 , wherein the data regarding the issue in the network device is gathered by the operator at the customer site through a Bluetooth connection with the network device.

7 . The method of claim 1 , wherein the operator is not a network expert.

8 . The method of claim 1 , wherein the operator is a layperson at the customer site.

9 . A method for network device troubleshooting, the method comprising:
at a mobile application of a troubleshooting device, receiving a troubleshooting task for troubleshooting a network device deployed at a customer site from a cloud server when the cloud server determines that an issue in the network device needs to be addressed by local or physical access to the network device, wherein a report regarding the issue in the network device is received at the cloud server, wherein after the report is received at the cloud server, the issue in the network device is analyzed at the cloud server using a troubleshooting rule set, wherein at the mobile application of the troubleshooting device, receiving the troubleshooting task for troubleshooting the network device deployed at the customer site comprises receiving information related to the troubleshooting task at the mobile application of the troubleshooting device, and wherein the information related to the troubleshooting task comprises device name information and location information of the network device; at the customer site, pairing the troubleshooting device with the network device to receive data regarding the issue in the network device; sending the data regarding the issue in the network device from the troubleshooting device to the cloud server; at the troubleshooting device, receiving a recommendation for a remedy action for the issue in the network device from the cloud server; and at the customer site, performing the remedy action to address the issue in the network device.

10 . The method of claim 9 , wherein at the customer site, pairing the troubleshooting device with the network device to receive the data regarding the issue in the network device comprises at the customer site, pairing the troubleshooting device with the network device through a Bluetooth connection between the network device and the troubleshooting device to receive the data regarding the issue in the network device.

11 . The method of claim 10 , wherein at the customer site, pairing the troubleshooting device with the network device through the Bluetooth connection between the network device and the troubleshooting device comprises at the customer site, pairing the troubleshooting device with the network device through the Bluetooth connection between the network device and the troubleshooting device using-a the mobile application of the troubleshooting device.

12 . (canceled)

13 . The method of claim 9 , wherein the information related to the troubleshooting task comprises the location information of the network device and a list of network devices deployed at the customer site or to be deployed at the customer site.

14 . The method of claim 9 , wherein the troubleshooting device is a handheld wireless device.

15 . The method of claim 9 , wherein an operator of the troubleshooting device is not a network expert.

16 . A cloud server comprising:
a device deployment module configured to:
receive a report regarding an issue in a network device deployed at a customer site;
after the report is received, analyze the issue in the network device using a troubleshooting rule set
assign a troubleshooting task for troubleshooting the network device to an operator when the device deployment module determines that the issue in the network device needs to be addressed by local or physical access to the network device, wherein the device deployment module is further configured to transmit information related to the troubleshooting task to a mobile application of a troubleshooting device of the operator, and wherein the information related to the troubleshooting task comprises device name information and location information of the network device;
receive data regarding an issue in the network device that is gathered by the operator at the customer site; and
recommend a remedy action for the issue in the network device to the operator based on the data regarding the issue in the network device; and
a deployment database connected to the device deployment module and configured to store a list of network devices deployed or to be deployed by the device deployment module at the customer site.

17 . The cloud server of claim 16 , wherein the device deployment module is configured to detect the issue in the network device.

18 . (canceled)

19 . (canceled)

20 . The cloud server of claim 16 , wherein the data regarding the issue in the network device is gathered by the operator at the customer site through a Bluetooth connection with the network device, and wherein the operator is not a network expert.

Assignees

• Nile Global Inc

Inventors

• Nedungadi Promode
• Katukam Suresh
• Bollapragada Vijay
• Madupu Arun
• Reddy Sumanth Narayana
• Sathyanarayanan Ganesh

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

• G06F11/0709

  in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems · 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

• H04W4/80

  Services using short range communication, e.g. near-field communication [NFC], radio-frequency identification [RFID] or low energy communication · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title