System and method for enhanced diagnostics on mobile communication devices

Patent metadata

Field	Value
Publication number	US-9585033-B2
Application number	US-201414506529-A
Country	US
Kind code	B2
Filing date	Oct 3, 2014
Priority date	Jun 14, 2010
Publication date	Feb 28, 2017
Grant date	Feb 28, 2017

Abstract

A system and method may include: providing to a device user in response to one of a user request for troubleshooting assistance and a mobile telecommunications user device monitoring software conclusion that a problem exists, a diagnostic application specific to the mobile telecommunication user device of the device user; receiving from the device user an indication of a problem with the mobile telecommunication user device experienced by the device user; selecting an application update; providing to the device user the application update updating an application running on the mobile telecommunication user device; and determining whether the problem has been solved. If determining indicates that the problem has not been solved the method may further include deleting the application and further determining whether the problem has been solved, and if so forwarding problem solution data to a knowledge database.

First claim

What is claimed is:

1. A computing device for diagnosing problems in a mobile telecommunication user device, the computing device comprising a processing module coupled to a memory having stored thereon a set of instructions which when executed by the processing module cause the processing module to:
record activities of the user device and data from a storage of the user device;
transmit the storage data of the user device to a data repository;
receive an indication of an error at the user device from one of a system monitor or a user identification of the error;
transmit enhanced diagnostics to the user device in response to the indication;
obtain a data and program map of the user device from the enhanced diagnostics;
diagnose the error by comparing information from the data and program map to the storage data of the user device in the data repository;
present to the user serially possible solutions one after another from a series of escalating possible solutions to resolve the error at the user device based upon the diagnosis, wherein the series of escalating possible solutions include:
updating, via a communication network, a specific application in the mobile telecommunication user device;
deleting, via the computing device, the specific application:
performing, via the computing device, a soft reset of the mobile telecommunication user device;
performing, via the computing device, a firmware update of the mobile telecommunication user device;
performing, via the computing device, a hard reset of the mobile telecommunication user device;
providing, via the computing device, a data restoration on the mobile telecommunication user device; and
as a last one of the series, a suggestion for a user of the user device to visit a nearest available service location;

escalate, by the computing devices, through the series of escalating possible solutions one after another to resolve the error; and
forward, by the computing device, error correction data for resolving the error to a knowledge database.

2. A method comprising:
recording, by a computing device, activities of a mobile telecommunication user device and storage data retrieved from a storage of the mobile telecommunication user device;
transmitting, by the computing device, the storage data of the mobile telecommunication user device to a data repository;
providing, by the computing device, a diagnostic application to the mobile telecommunication user device via a communication network;
obtaining, by the computing device, a data and program map of the mobile telecommunication user device from the diagnostic application;
comparing, by the computing device, information from the data and program map to the storage data of the mobile telecommunication user device in the data repository;
detecting, by the computing device, an error existing in the mobile telecommunication user device based on the comparing;
selecting, by the computing device, a first possible solution from a series of escalating possible solutions for resolving the error, wherein the series of possible escalating solutions comprise:
updating, via the communication network, a specific application in the mobile telecommunication user device;
deleting, via the computing device, the specific application;
performing, via the computing device, a soft reset of the mobile telecommunication user device;
performing, via the computing device, a firmware update of the mobile telecommunication user device;
performing, via the computing device, a hard reset of the mobile telecommunication user device;
providing, via the computing device, a data restoration on the mobile telecommunication user device; and
as a last one of the series, a suggestion for a user of the user device to visit a nearest available service location;

escalating, by the computing devices, through the series of escalating possible solutions one after another to resolve the error; and
forwarding, by the computing device, error correction data for resolving the error to a knowledge database.

3. The method of claim 2 , further comprising:
providing, via the computing device, a map to the service location.

4. The method of claim 3 , further comprising:
launching the diagnostic application specific to the mobile telecommunication user device on the mobile telecommunication user device.

5. The method of claim 3 , further comprising:
providing to the mobile telecommunication user device, via a communication network, a device feature diagnostic list of applications corresponding to the mobile telecommunication user device for selection from the list the specific application.

6. The method of claim 5 , further comprising:
receiving from the user device, via a communication network, a selection of the specific application from the list.

7. The method of claim 3 , further comprising:
detecting, by the computing device, storage capacity of the mobile telecommunication user device; and
receiving, by the computing device, the storage data from the mobile telecommunication user device for transmission to the repository in response to the storage capacity reaching a preset threshold of occupied space.

8. The method of claim 3 , wherein after a determination that removal of the specific application fails to correct the error and the method further comprises restoring the specific application to the mobile telecommunication user device.

9. A non-transitory machine readable medium storing instructions that, when executed by a computing device, cause the computing device to perform a method, the method comprising:
recording activities of a mobile telecommunication user device and data from a storage of the mobile telecommunication user device;
transmitting the storage data of the mobile telecommunication user device to a data repository;
providing to the mobile telecommunication user device, a diagnostic application specific to the mobile telecommunication user device;
obtaining a data and program map of the user device from the diagnostic application;
comparing information from the data and program map to the storage data of the mobile telecommunication user device in the data repository;
detecting an error existing in the mobile telecommunication user device based on the comparison;
selecting a first possible solution from a series of escalating possible solutions for resolving the error, wherein the series of possible escalating solutions comprise:
updating, via a communication network, a specific application in the mobile telecommunication user device;
deleting, via the computing device, the specific application;
performing, via the computing device, a soft reset of the mobile telecommunication user device;
performing, via the computing device, a firmware update of the mobile telecommunication user device;
performing, via the computing device, a hard reset of the mobile telecommunication user device;
providing, via the computing device, a data restoration on the mobile telecommunication user device; and
as a last one of the series, a suggestion for a user of the user device to visit a nearest available service location;

escalating, by the computing devices, through the series of escalating possible solutions one after another to resolve the error; and
forwarding, by the computing device, error correction data for resolving the error to a knowledge database.

Assignees

• Future Dial Inc
• Future Dial Inc

Inventors

• Ding Xinmin
• Chen Chen
• Chan Steven S
• Huang George

Classifications

• H04W24/00

  Supervisory, monitoring or testing arrangements · CPC title

• H04W24/04 Primary

  Arrangements for maintaining operational condition · CPC title

• H04L41/0654

  using network fault recovery (ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437) · CPC title