KR100831117B1 - Method and system for automatic technical support for computers - Google Patents

Abstract

Methods and systems for integrated support for solving personal computer problems include determining if a computer system failure exists, identifying a computer system failure, and monitoring the functionality of the operating system to provide a solution to the computer system failure. do. The watchdog timer compares the operating time of hardware and operating systems, such as boot sequence operations, with a predetermined time to determine if a computer failure exists. If the monitoring timer is not cleared and ends after a predetermined time, it is determined that there is a malfunction of the computer system. If the watchdog timer is not cleared by the operating system service routine, a hardware problem is identified at initial boot. If the watchdog timer is not cleared by an application running on the operating system, it is determined that the operating system is in an unresponsive state. If a computer failure is detected, the service mode is initiated by the service mode operating system, allowing for in-depth analysis and troubleshooting. Service mode operation is also monitored to detect problems. When the service button is pressed, one bit is set in the register of the chipset. Setting the bit generates an interrupt, which is received and processed depending on whether the computer system is in a booted or unbooted state. When the computer system is in the boot state, a predetermined bit of the chipset is checked at a certain point in the boot sequence, and if set, the service application is started at this point. If the computer is in a non-boot state, a second interrupt is generated to cause the service application to start. The timer is started at the same time as pressing the service button, and the timer is cleared when the service application reaches a predetermined time before the timer reaches a predetermined value. Otherwise, the system will follow some reboot protocol.

Description

Method and system for automatic technical support for computers             

1 is a block diagram of a computer system monitored by an operating system state monitor.

2 is a flowchart of an operating system monitoring operation during and after normal mode booting.

3 is a flowchart of an operating system monitoring operation during and after booting a service mode;

4 is a flowchart for initializing a service application after pressing a service button.

5 is a block diagram of software and hardware elements used to initialize a service application.

The present invention relates to a computer device, and more particularly to a method and system for automatic support of a computer.

Personal computer systems are widely used in businesses and homes. While the word "personal computer" refers to a higher conceptual device, a "personal computer" includes various hardware and software components. For example, different personal computers have processors and buses of different speeds, hard drives and RAM memories of different capacities, and peripherals that interface with different types of interface cards, such as audio devices. In addition, because many manufacturers manufacture computer components, even in any given personal computer, even components with substantially similar operating characteristics have significant differences depending on the specifications of each manufacturer.

In the case of software, all personal computers have a common need for an operating system that coordinates the operation of hardware components. However, each individual personal computer will have one of several possible operating systems. For example, Microsoft products originally shipped with Windows 3.1. It has evolved into a windowing system that includes Windows 95, Windows 98, Windows CE and Windows NT. In addition to these Microsoft operating systems, you can also use other types of operating systems, such as other versions of Unix, including Linux.

In addition to this variety of operating systems, personal computers can use a wide variety of types of software applications. Any given software application can interact with different operating systems in different ways. Thus, even with nearly identical hardware components, personal computers with different software will operate in different ways.

Computer users may experience difficulties in the operation of the system for various reasons. Lack of knowledge, hardware defects, software incompatibility, and other reasons cause computer users to encounter problems. Since the hardware and software available is extensive (which means there are more hardware / software combinations that a user may experience), it is not easy to determine what problems the computer has.

This situation is further complicated by the fact that the personal computer does not have a good mechanism to automatically determine if there is a problem with the hardware / software system. Some operating systems contain code that helps to recognize some type of problem with a particular piece of hardware, but this method lacks uniformity in determining when there is a problem with the operating system. In practice, a common symptom of a problem in the operating system is boot failure, in which case the operating system cannot be relied upon. Another problem with the operating system is the 'hang', in which case the operating system does not respond to the keyboard or mouse for a variety of reasons. Problems of this type are caused by software installed on the operating system, for example applications or drivers, or by incompatibility between installed software. The operating system may stop working because of software incompatibility.

Another problem is the lack of unity in the mechanism by which users seek help. If a user has a question or a problem with the system, or at least the user detects a problem, there is currently no uniform mechanism for the system to help the user. Although there are a number of help features available to the user, this requires a great deal of knowledge for the user, as it requires more than one operation on an input device such as a mouse or keyboard, accessing multiple sources of information about the system, or accessing information through surfing the Internet. Requires level.

Therefore, there is a need for a method and system that can identify and identify problems with a personal computer system in a unified and fail-free manner, regardless of the operating state of the operating system or other software, and can be realized in various operating systems.

There is also a need for a method and system that can detect an operating system failing to boot or go to a line (no response) and make appropriate corrections.

In addition, there is a need for a system including a surveillance system capable of bidirectional communication with an operating system and capable of such bidirectional communication under various operating systems.

There is also a need for a standard mechanism that calls to attempt to resolve the operating system's boot failure or input no response.

There is a need for a standard system that attempts to resolve the operating system's input non-response state, whether or not a user's help request is present while booting and whether or not the user has asked for help multiple times.

According to the present invention, there is provided a method and system for solving or reducing problems with conventional methods or systems for identifying problems with computer systems. Surveillance (monitoring) systems help detect computer system problems, identify and resolve problems. The current operating level of the computer system is determined and technical support is provided to the computer system in accordance with the operating level of the computer system.

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According to one aspect of the invention, a state monitering machine monitors the operating system to detect a failure of the operating system. The watchdog timer starts operating at the same time as the computer system boots up and is cleared at a predetermined point in the boot sequence. If the watchdog timer is not cleared even at a predetermined time, it is determined that booting has failed. If the watchdog timer is cleared by the operating system service routine before the predetermined time has elapsed, it means that the operating system has booted past the operating system service routine point (point) of the boot sequence within the predetermined time. If the watchdog timer is not cleared by the operating system service routine, it means that the boot process has not passed the boot sequence point from which the operating system service routine is called.
According to one embodiment of the invention, the user initiates the monitoring (monitoring) of the operating system by pressing the service button to indicate a problem with the computer system. Pressing the service button initiates a support function such as starting a service application at a suitable time. The support function allows the computer system to be tested by the surveillance system. The service button initiates a watchdog timer that monitors the boot process invoking the operating system. The service button initiates another watchdog timer to detect an input non-response instead of or in addition to the watchdog timer monitoring the booting process. When the service button is pressed during booting of the computer system, an input non-response detection monitoring timer is started at a predetermined point in the boot sequence of the computer system, for example, after the user provides login information, and cleared when the service application is started. If the non-response detection monitoring timer remains uncleared for a predetermined 'row (no response)' detection time, an input non-response error of the operating system is identified.
According to another embodiment of the present invention, upon detecting a failure of the computer, the computer system is rebooted into the service mode. The service mode analyzes the computer system by booting the service mode operating system even if the primary (primary) operating system of the computer system fails. The watchdog timer also starts operating when service mode starts. The watchdog timer is cleared at a certain point in the boot sequence of the service mode operating system. If the watchdog timer is not cleared after a predetermined time, it is determined that there is a failure in the computer system. If a user first presses a service button to initiate service mode booting and a failure is detected, the service mode input non-response detection monitoring timer monitors the service mode operating system boot sequence to detect any input non-response error of the service mode operating system.
According to another embodiment of the present invention, an automatic support method is provided for a computer system having a service button and a controller chip set. The method includes pressing a service button, setting the first bit of the general-purpose input register of the controller chip set to generate a first interrupt signal in response to the pressing, and determining whether the operating system is booting by receiving the first interrupt signal. And initiating the service application routine in a first method if the system is booting, and initiating the service application routine in a second method if the system is not booting.
The computer system of the present invention includes a processor having at least one timer, a controller chipset, a system BIOS, and an operating system in communication with components of the computer system via the BIOS. According to the invention, the service button is connected to the general purpose input register of the chipset to generate a first interrupt. The invention also includes an interrupt handler coupled to the input register to receive the first interrupt and process it depending on whether the computer system is in a boot state.
According to the present invention, there is provided a computer system having a system BIOS and an operating system, in which a service button is connected to a general-purpose input register of a controller chipset so that one bit of a register is set to generate a first interrupt signal. The interrupt handler of the system BIOS receives the first interrupt signal and generates a second interrupt signal when the computer system is in the non-boot state to cause the operating system to start a service application. If the computer is in the boot state and the bit remains set, the code in the operating system checks the bit state later in the boot sequence and launches the service application if the bit is set.
The present invention provides very important technical advantages. One important technical advantage is the integrated support for the detection of problems with computer systems. Monitoring the computer system boot sequence to identify hardware or operating system failures allows for automatic detection and troubleshooting of problems. In addition, detection of the failure of the operating system makes it possible to analyze and solve problems of the computer system using the service mode operating system.
Another important technical advantage of the present invention is the automatic identification of whether a problem exists in the computer system. The detection of a problem by the monitoring system reduces at least the need for service personnel to verbally explain the computer system user. Problem identification reduces the number of basic items that service personnel should check during telephone consultation. In addition, if the monitoring system does not detect a problem, the number of problems that service personnel need to investigate is reduced. For example, if the surveillance system fails to detect a problem, it means that at least the hardware and operating system are booted in the normal manner, indicating that the computer system can start the service application.
Another important technical advantage of the present invention is the identification of problems associated with computer systems. For example, monitoring the boot of a computer system may enable identification of problems related to hardware or operating systems, or, alternatively, to show the functional state of the appropriate hardware and operating system showing problems on the user or application side. If there is a problem with the operating system, the service mode operating system can be used to further identify and analyze the problem. For example, if the main operating system is not running, the service mode operating system supports the operation of the computer system so that the computer system can automatically analyze and resolve problems with the main operating system.
Another important technical feature of the invention is a powerful user interface which is simple and not complicated to use. For example, a user who has a question or faces a problem simply presses a single service button. Pressing the service button immediately interrupts the chipset, informing the surveillance system that the service has been requested by the user. Since the user's input to the service button does not need to rely on the operation of the keyboard or mouse, the direct interface of the service button to the chipset promotes reliability and simplicity. In addition, the user can press the service button at any time to request help. Regardless of when the service button is pressed and simultaneously pressed, the means for starting the service application by pressing the service button ensures that the service application is started at the appropriate time. Once the service button is pressed, the computer system closely analyzes the potential problems by using a service mode operating system that runs the components of the computer even when the operating system fails. In addition, the systems and methods of the present invention may be implemented by other various operating systems.
A healthy operating system monitors the operation of hardware and software on a computer system. Sometimes the operating system detects a malfunction or problem with a computer system and informs the computer system user. In general, help systems for operating systems help solve problems automatically or by interacting with a user such as a query. However, when there is a problem in the operating system itself or the software is incompatible, it is difficult for the operating system to find these problems. In addition, the operating system often crashes or no longer responds to computer system users.
In order to improve the computer system problem detection, identification and resolution functions, the monitoring system regarding the BIOS of the computer system monitors the functional state of the operating system. Surveillance systems detect operating system boot failures and various types of operating system input unresponsiveness. Once a problem is detected, an automatic recovery operation for the failed computer system is performed using a unified mechanism that exploits the operational characteristics of the computer system. Moreover, this monitoring system can be activated by pressing a service button. Pressing the service button interrupts the computer system chipset and automatically assists the user to the maximum level depending on the state of the computer system. As described in more detail below, the user presses the service button when the computer system is in a power on self test (POST), boot, service mode or normal mode. When the service button is pressed, the BIOS generates an interrupt by setting a bit in the general-purpose input register in the controller chipset. The BIOS's stateful interrupt handler program takes appropriate action and communicates with the operating system depending on the state of the computer system represented by a particular CMOS bit. The interrupt handler also ensures that appropriate actions are taken regardless of the number of times the service button is pressed in succession.
Hereinafter, the system and method according to the present invention will be described with reference to the accompanying drawings.
1 is a block diagram of a computer system 10 including an operating system 12 that interfaces with hardware components 14 through the BIOS 16. Hardware components 14 include conventional computer system hardware components such as processors, modems, audio cards, video cards and hard drives, floppy drives, storage devices including RAM and ROM. Upon initial power up (power on) or reboot, the BIOS 16 directs a boot sequence that includes a power-on self test (POST) and a call to the operating system. The hardware 14 is equipped with one or more timers 18, 19, such as conventional watchdog timers.
BIOS 16 boots computer system 10 that is powered on in a conventional manner. The state sensor 20 monitors the booting process by comparing the state change during the boot sequence with the expected result. The state sensor 20 communicates with the timer 18, for example, and compares the expected time for any change from the first point to the second point with the time spent in the actual sequence. If the timer 18 ends without being cleared, a problem is detected based on the end of this timer. If the BIOS 16 successfully boots the computer system 10 and brings the operating system 12 online, the service routine of the operating system 12 clears the timer 18 so as not to indicate a problem.
When the state sensor 20 detects a problem with the computer system 10, the BIOS 16 instructs various other responses. For example, the BIOS 16 calls the service mode operating system using the service protocol 22. This service mode operating system may be a simplified version of the operating system 12, such as, for example, Windows Safe Mode in Windows 98. The service mode operating system may include a modem driver so that the computer system may upload the user's symptoms, system configuration and status information by accessing the analysis server via the Internet while executing the automatic analysis software and diagnostics. In addition, the BIOS 16 may turn on the service lamp 24 to indicate that a problem has been detected. That is, one or more problems can be identified by changing the lighting arrangement of the service lamp 24. At this time, the computer user can provide the technical support team with information such as the lighting state of the service lamp 24 to analyze and solve the problem. Alternatively, the technical support team can obtain system information from the analysis server.
Computer system 10 includes a service button 26 that a computer user can press. The service button 26 provides a powerful user interface that allows the user to initiate a problem detection and identification process. As will be described in detail below, the service button 26 generates an interrupt to the computer system chipset to start a service application. The state sensor 20 detects that a service button is pressed to start a service application or to monitor system operation to detect a problem in the computer system.

In addition to monitoring the boot sequence through the invocation of the operating system 12, the state sensor 20 monitors the operation of the operating system 12 by the input non-response detection monitoring timer 19. When the service button 26 is pressed during booting, the input non-response detection monitoring timer 19 is started during the booting sequence by a user login or the like, and after the call and booting of the operating system 12 or the service mode operating system 22 are finished. Cleared by the running application. If the application does not clear the input non-response detection monitoring timer 19 within a predetermined time, the state sensor 20 determines that an operating system input non-response error has occurred. The BIOS 16 will then identify a problem with the operating system and attempt to boot in service mode or indicate a possible hardware failure through the service lamp 24.

2 is a flowchart of an automated support step for monitoring an operating system in a normal boot mode. In step 50, normal computer booting starts. For example, a user of computer system 10 may power on or instruct the operating system to reboot the system. In step 52, the input non-response detection watchdog timer is started. The booting of the operating system and the operation of the watchdog timer occur simultaneously in the system and the watchdog timer counts down. If the timer goes to zero before step 58 and step 60 are complete (i.e., the service routine is run later in the boot process and the timer is cleared), step 54 is performed and the system reboots to the service mode of step 56.

Typically, the boot sequence tests the hardware and starts booting the operating system within a predictable time. Upon completion of a hardware test, such as a POST test, or initiation of an operating system boot, a command is passed from the operating system service routine in step 58 to clear the watchdog timer. If the watchdog timer is cleared in step 60, a normal boot is displayed. If the watchdog timer is not cleared and counts down to zero, the process proceeds to step 56 and reboots into the service mode of the service mode operating system. In one embodiment of the invention, additional normal booting may be automatically repeated before proceeding to the service mode boot sequence. In summary, it can be seen that if the watchdog timer is not cleared after a predetermined time has elapsed, the computer system has not booted past the point in the boot sequence where the service routine clears the watchdog timer. Thus, problems with computer systems are identified to some extent based on completed or incomplete boot sequences.

Step 58 shows that the service routine of the operating system is started at a certain point in the late stage of the computer boot process. In step 60 the watchdog timer is cleared through the operating system service routine before the predetermined time expires. Reaching step 60, computer hardware and software that are generally tested and implemented up to a point in the operating system boot sequence are operational. If this determination is made, the user may log in at step 62.

In step 64, unlike normal booting in which the service button is not pressed, a determination is made as to whether the service button 26 is pressed during the boot process of the operating system (see below). If no, the process proceeds to step 70 to begin normal computer system operation.

If it is determined in step 64 that the service button is pressed at boot time, the service application is started in step 66, and in step 72 an input hang monitoring timer is started to monitor the input non-response of the operating system. The monitoring for detecting no response uses the input non-response detection monitoring timer 19 or another timer to check whether the operating system has completed launching a service application within a predetermined time. The operation of the input non-response detection watchdog timer is started in step 72, and then the application running on the computer system is cleared by the application after completing a predetermined portion of the loading and starting (startup) sequence in step 68. Therefore, in step 68, it is determined whether the application loading and startup sequence is normal. If yes, the application running on the computer system clears the non-response detection monitoring timer and proceeds to step 70 to start the support application. If the input non-response detection watchdog timer is not cleared for a predetermined time, it is determined in step 74 that the service application has failed to clear the timer 19. This indicates that the operating system has become non-responsive and cannot at least start the service application normally. When the end of the input non-response detection watchdog timer is detected in step 74, the system reboots into the normal mode (step 50) or the service mode (step 76) according to the number of failed attempts to reboot into the normal mode (step 75).

If the user presses the service button while the computer is operating normally at step 70 of FIG. 2 or at all times except when the computer is booted, the system proceeds to step 78 to test whether the operating system is in an unresponsive state. The service application is started in step 66, and the input non-response detection watchdog timer is started in step 72. If the service application clears the timer in step 68, the computer system proceeds to step 70 to operate normally. If the timer expires in step 74, no operating system input response is detected, the system attempts to reboot into normal mode until several failed attempts to reboot (step 75), and in step 76 the system reboots into service mode. do. This allows you to determine the functional state of the operating system without a complete reboot. In addition, if the timer expires in step 74, it is possible to solve the problem by the service mode even if the normal operating system does not operate.
Referring to FIG. 3, the service mode is started with a service mode boot sequence in step 80. In step 82, the service mode monitoring timer is started. As described above, this monitoring timer counts down to zero simultaneously with loading of the operating system (here, service mode). If the watchdog timer is cleared late in the service mode boot process (steps 88 to 90) and goes to zero (step 84), the service mode boot has failed, which is indicated by setting the LED to indicate a hardware failure. (Step 86). Main operating system and service mode If the operating system is unable to operate the computer, the problem is probably hardware.

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In step 88, an operating system service routine is executed at a predetermined point in the boot process later. If the operating system service routine is executed in step 88, then in step 90 this routine clears the timer to indicate that the service mode operating system is activated. In step 92, the booting of the computer system is terminated by the service mode operating system.

In step 94, it is determined whether the service button is pressed during normal mode or service mode booting. The pressed state of the button is saved while the reboot attempt fails. If yes, the service application is started, and the input non-response detection test of the system proceeds with the start of the operating system input non-response detection monitoring tire in step 104. Again, in step 96 a countdown of the input non-response detection watchdog timer is initiated simultaneously with loading and starting (startup) of the service mode recovery application. When this process is completed, the program code is executed in step 98 to clear the input non-response detection monitoring timer. At this point, it is determined that the service mode operating system is in a functional state that is capable of at least starting the service mode application. In step 100, a service support application, such as an application useful for analyzing a problem in software, is started. The computer system can operate in service mode to solve problems.

In step 106, if the watchdog timer counts down to zero before being cleared by the service application (ie, terminates), in step 108 it is revealed that the service mode operating system cannot load and start the service application within a predetermined time. At this point, an input non-response of the service mode operating system is detected, and the process ends by indicating to the service lamp a possible hardware problem associated with the computer system in step 108.

If the service button is pressed while the computer is in service mode operating in step 102, the system proceeds to steps 104 and 96 simultaneously to test for no response of the service mode operating system. The service application is started in step 96 and the input non-response detection timer is started in step 104. If the service application clears the timer at step 98, the computer system proceeds to the service mode operational state of step 100 to initiate a service mode recovery application that enables computer system failure analysis and resolution. If the timer expires in step 106, an operating system input non-response is detected and the system indicates a possible hardware failure in step 108. This allows you to determine the functional state of the service mode operating system without a complete reboot.

The following examples will more clearly illustrate the operation of the surveillance system of the present invention. If the surveillance system does not detect a hardware or operating system failure, the computer user can request a solution to the problem, either through the assistance of the computer system's regional service center or by connecting to the help function on the Internet. Remote help via local service centers or the Internet can solve many computer problems or questions.

Another useful example is non-fatal hardware failure, such as a failure of a CD-ROM or audio speaker card. The monitoring system will indicate that no operating system failure has occurred, and the user will contact the technical support team to request new hardware. Certain types of non-fatal hardware failures will limit your options for help. For example, a computer system runs without a modem or network interface card (NIC). However, such hardware failure limits the Internet and the computer's access to help. In part, modem failure can be identified by entering service mode. For example, if a modem failure is related to modem configuration (configuration) or ISP dial commands, the service mode modem configuration can support Internet-based troubleshooting.

As another example, if a normal mode operating system is not running, does not boot, or is unstable, a modem connection may be made with the service mode operating system. Internet access through the service mode enables direct system analysis of the operating system, automatically supporting operating system troubleshooting and operating system recovery. For example, a new operating system or related parts of it can be loaded on the Internet to replace a failed operating system. If the automatic troubleshooting does not solve the problem, the user can call the technical support team to identify the problem based on the lighting sequence of the displayed lamp.

As another example, a computer system may have a fatal problem that does not work in both normal and service modes. For example, a computer system may be misconfigured, or it could be a catastrophic hardware failure, such as a problem with the motherboard, hard drive, or power supply. In such a case, the explanatory chart provided with the computer system will provide problems related to the lighting arrangement of the indicator lamp and simple instructions for the user to follow. The user can use this information to contact technical support to obtain replacement hardware.

As above, computer system 10 includes a service button 26 that a computer user can press. The service button 26 may generate an interrupt to the computer system chipset to start a service application. The state monitor 20 detects a press of the service button and starts a service application at an appropriate time or monitors system operation to detect a problem with the computer system. When the service button is pressed, the input non-response detection monitoring timer 19 is started, and later cleared by an application executed after the call and booting of the operating system 12 or the service mode operating system 22 are completed. If the application does not clear the input non-response detection monitoring timer within a predetermined time, the state monitor 20 determines that an input non-response of the operating system has occurred. The BIOS 16 then recognizes the problem of the operating system and initiates a predetermined reboot protocol including a reboot in service mode as described above.

The service button provides a standard mechanism for the user to request help. 4 and 5, the user requesting help will press the service button 26 in step 400. Although not separately shown, the flowchart shown in FIG. 4 includes two execution regions, one inside the BIOS and the other inside the operating system execution region. Normally, communication with the operating system is achieved by generating an interrupt, such as a system control interrupt (SCI). On the other hand, communication from the operating system to the BIOS is performed by executing code that sets a value in the BIOS, such as clearing the non-response detection monitoring timer. The means by which the monitoring system in the BIOS communicates with the operating system and responds (if not 'hanged') provides significant advantages, as described in detail below. Although part of this system resides within the operating system, it is inevitably dependent on the operating system, but leverages the underlying personal computer architecture, allowing the same mechanism in the BIOS to implement multiple operating systems. The system also allows for user assistance regardless of the operating state of the operating system.

As shown in FIG. 5, the service button 26 is serially connected to a specific input register 500 of the general-purpose input / output register (GPIO) of the controller chipset 52, and when the service button is pressed, the bit of the input register is pressed in step 402. Is set. If the bit is set in this way, a system management interrupt (SMI) is generated in step 404 to start the state detection interrupt handler code in the BIOS, that is, the SMI handler 502. After receiving the SMI, the SMI handler 502 prevents further SMI generation until the current SMI is serviced in step 406. Accordingly, when the user presses the service button several times, only one interrupt can be generated until the interrupt is sufficiently serviced.

In step 408 the SMI handler examines the appropriate bit in the CMOS register to determine if the computer system is booting. If the system is currently booting, the universal input bit will remain set while the system continues the boot sequence. In addition, the input non-response detection timer was set in step 410, but the SMI handler no longer operates. When the system completes the boot sequence, or when the hardware and software have been tested and run up to a point in the normally working boot sequence, such as when the user is prompted for a login ID, the operating system checks the service button bit in step 411. . If the service button bit is set to indicate that the service button was pressed during booting, the operating system will either start (launch) the service application in step 422 or otherwise resume normal operation (step 412). In one embodiment of the invention, the task behind it, such as a service application launcher associated with the operating system and executed as part of the normal booting process, is to check the service button bits. If the service button bit is set, the service application launcher starts the service application.

If the SMI handler determines in step 408 that the system is not booting, the SMI handler initiates an input non-response detection watch timer in step 416. The input non-response detection watchdog timer may be the same timer or another timer set in step 410 above. However, the value at which the timer is set depends on whether the service button is pressed during boot. When pressed during boot, it is set to a higher value. This indicates that more time is required for the system to complete the boot cycle and launch the service application. If not pressed during boot, the timer is set to a lower value. This indicates that a shorter time is required for the system to handle the interrupt (described below) and start the service application.

If the system does not boot, the SMI handler code in the BIOS generates an interrupt at step 418 to communicate with the operating system to inform the operating system that the service button has been pressed. In one embodiment of this invention, this interrupt is a system controller interrupt (SCI) serviced in the operating system execution region. To initiate SCI, the SMI handler sets the output bit 504 of the GPIO's output register. As shown in FIG. 5, this bit is used as an input to system controller interrupt input 506, which in turn initiates SCI 508. In step 420, the SCI is processed by an Interrupt Service Routine (ISR) 510 in the operating system execution region. The ISR provides a message to the operating system for initiating a service application. According to one embodiment of the invention, this is done by sending a message to the service application launcher 512 associated with the operating system, thus starting the service application in step 422.

Regardless of whether the service button is pressed during boot up, if the service application is correctly started as determined in step 426, the service button bit and the input non-response detection timer are cleared in step 428. In one embodiment of the present invention, the service application notifies the service application launcher and instructs the launcher to clear the service button bits and the input non-response timer. If the service application does not start properly (zero before the timer is cleared), it indicates no operating system input response or at least indicates that the service application cannot be properly started. Thus, at step 430 the system will begin to follow any reboot protocol that may include a reboot in service mode, as described above. Finally, if the SMI is fully serviced, the SMI handler re-enables SMI generation at step 432 to generate another interrupt when the service button is later pressed to initiate such service.

Thus, the systems and methods of the present invention provide a unique method of seeking user assistance in a unified, fail-free way. In other words, the code in the BIOS execution region communicates with the operating system and, conversely, can invoke a service request independent of the operating system, and provides a surveillance system that is located outside the operating system and monitors the operating system itself. Furthermore, the systems and methods allow a user to request help regardless of the state of the operating system (ie, booting or not, or when the operating system is no input).

The problem identification and resolution system described so far may be provided as a custom component of a computer system. For example, an inexperienced user may order a computer system with only one button for solving a problem, but a relatively experienced user may order a computer system with a standard configuration. Alternatively, the computer system purchaser may order only a portion of the system, such as a timer associated with main operating system monitoring without the ability to automatically invoke the service mode operating system.

While the invention has been described in detail, various modifications and improvements can be made without departing from the spirit and scope of the invention as defined by the appended claims.

Claims (25)

Initiating booting of a computer system comprising initiating a BIOS and a first operating system; Starting a timer; Clearing the timer if a predetermined point in the boot sequence of the computer system occurs; Determining that there is a failure of the computer system if the timer is not cleared after a predetermined time using a state sensor associated with the BIOS; And Initiating a service mode operating system capable of identifying a failure of the computer system, The determining step further comprises identifying a problem with the one or more computer systems related to the predetermined point of the boot sequence of the computer system, And a predetermined point of the boot sequence is the start of booting a first operating system, and the problem of the computer system is a hardware failure. In a method for testing a failure of a computer system, Initiating booting of the computer system into the BIOS and the first operating system; Starting a first timer; Clearing the first timer with an application executed by the first operating system; Determining that a failure of the computer system has occurred if the first timer remains unclear after a predetermined time; If it is determined that the computer system has failed, initiating a reboot using a service mode operating system capable of identifying the failure of the computer system; Starting a second timer; Clearing the second timer with an application executed by the computer system when the reboot of the service mode operating system is completed; And And if the second timer remains unclear after a predetermined time, determining that the service mode operating system has failed. 3. The method of claim 2 wherein the failure of the computer system is a failure of a first operating system and the first timer is cleared by a service application associated with the first operating system. 3. The method of claim 2, wherein the service mode operating system is a window safe mode. A processor having at least one timer; A BIOS for booting the computer system; A first operating system for supporting computer system operations; And A health monitor associated with the BIOS and in communication with the processor, The state monitor may detect the failure of the operating system by comparing the time spent on the function of the operating system related to the first operating system with a predetermined time, that is, the elapsed time measured by the timer, And said status monitor may initiate a service mode operating system, said service mode operating system being able to identify a detected failure of the operating system. 6. The computer system of claim 5, wherein the function of the operating system is to invoke an application at the end of booting of the computer system. 6. The computer system of claim 5, wherein the state monitor initiates time measurement with a timer when the user logs in to the computer system. 6. The computer system of claim 5, wherein the function of the operating system is to invoke an operating system service routine during booting of the computer system. 10. The computer system according to claim 8, wherein the state monitor initiates time measurement with a timer upon applying power to the computer system. 6. The computer system of claim 5, further comprising a service lamp in communication with the BIOS, wherein the service lamp represents an identification of a failure detected in the computer system. 6. The computer system of claim 5 further comprising a service button for interrupting the processor and starting a timer. Pressing a service button at any time during operation of the computer system; Determining whether the computer system is executing a boot sequence; Initiating a service application to provide automated technical support invoked in a first manner if the computer system is not executing a boot sequence; If the computer system is executing a boot sequence, initiating a service application to provide automatic technical support, which is invoked at some point in the boot sequence in a second method; Automatic technical support providing method of a computer system comprising a. 13. The method of claim 12, wherein the service button is coupled to a chipset, the service button causing the chipset to generate at least a first interrupt to invoke a service application. 14. The method of claim 13, wherein causing the chipset to generate at least a first interrupt further comprises setting a first bit of the general purpose input register of the controller chipset to generate a first interrupt when the service button is pressed. Characterized in that. The method according to any one of claims 12 to 14, further comprising the steps of: initializing the timer according to pressing the service button, and clearing the timer when the service application reaches a predetermined point before the timer reaches a predetermined value. Method comprising a. 16. The method of claim 15, further comprising initiating a reboot of the computer system if the service application does not reach a predetermined point before the timer reaches a predetermined value. 16. The method of claim 15, wherein initiating the service application by the second method comprises: Checking a state of a predetermined bit of a chipset set at a predetermined point in a boot sequence, and if the predetermined bit is set, initiating a service application. 18. The method of claim 17, wherein initiating a service application in a first method comprises: Generating a second interrupt that initiates an interrupt service routine, wherein the interrupt service routine initiates the service application. 19. The method of claim 18, wherein the second interrupt is a system control interrupt, and initiating a system control interrupt further comprises setting a second bit of a general purpose output register of a control chip set, and setting the second bit. Is to cause a system control interrupt to occur. Service applications that provide automatic technical support for chipsets, memory, and computers, service buttons that invoke service applications at any point during the operation of the computer system, and the computer system executes a boot sequence, regardless of the operating state of the computer system. And means for determining whether the service application is started in a first method when the computer system is not executing a boot sequence, and in a second method if the computer system is executing a boot sequence. . 21. The computer system of claim 20, wherein the service button is coupled to a chipset to invoke a service application when the service button is pressed and at least a first interrupt occurs. 22. The apparatus of claim 20 or 21, further comprising an interrupt handler for determining whether the computer system is in a boot state, wherein the interrupt handler is coupled to a universal output register of the chipset to determine if the computer is not in a boot state. Set one bit, and the general purpose output register is coupled to a third register of the chipset, the third register generating an interrupt signal that initiates a second interrupt when the bit of the output register is set. 22. The system of claim 20 or 21, further comprising a processor having at least one timer, a system BIOS, an operating system that supports the operation of the computer system and communicates with components of the computer system via the BIOS, wherein the service button is selected from the chip set. In connection with the general purpose input register, the general purpose input register is configured to generate at least a first interrupt, the interrupt handler consists of code in the system BIOS, the interrupt handler is connected with the general purpose input register to receive at least the first interrupt, and Computer system, wherein interrupts are handled in different ways depending on whether or not the system is booted. 23. The computer system of claim 22, wherein the second interrupt invokes an interrupt service routine in the operating system to initiate a service application. 25. The computer system of claim 24, wherein the interrupt handler is coupled to the timer to start a timer upon receiving the first interrupt.

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