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WO2001080573A3 - Apparatus and method for remote troubleshooting - Google Patents

Apparatus and method for remote troubleshooting Download PDF

Info

Publication number
WO2001080573A3
WO2001080573A3 PCT/SG2000/000050 SG0000050W WO0180573A3 WO 2001080573 A3 WO2001080573 A3 WO 2001080573A3 SG 0000050 W SG0000050 W SG 0000050W WO 0180573 A3 WO0180573 A3 WO 0180573A3
Authority
WO
WIPO (PCT)
Prior art keywords
video
troubleshooting
customer service
real
site
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/SG2000/000050
Other languages
French (fr)
Other versions
WO2001080573A2 (en
Inventor
Cheng Sheng Chai
Yoke Meng Teo
Mitsuru Kawamura
Chiak Yeen Wong
Sze Ren Ho
Teow Chai Lim
Jek Thoon Tan
Ngee Chuan Tan
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Matsushita Technology S Pte Ltd
Original Assignee
Matsushita Technology S Pte Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Matsushita Technology S Pte Ltd filed Critical Matsushita Technology S Pte Ltd
Priority to PCT/SG2000/000050 priority Critical patent/WO2001080573A2/en
Priority to AU41627/00A priority patent/AU4162700A/en
Publication of WO2001080573A2 publication Critical patent/WO2001080573A2/en
Publication of WO2001080573A3 publication Critical patent/WO2001080573A3/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5003—Managing SLA; Interaction between SLA and QoS
    • H04L41/5009—Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/508—Network service management, e.g. ensuring proper service fulfilment according to agreements based on type of value added network service under agreement
    • H04L41/509—Network service management, e.g. ensuring proper service fulfilment according to agreements based on type of value added network service under agreement wherein the managed service relates to media content delivery, e.g. audio, video or TV
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/403—Arrangements for multi-party communication, e.g. for conferences
    • H04L65/4053—Arrangements for multi-party communication, e.g. for conferences without floor control
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/60—Network streaming of media packets
    • H04L65/70—Media network packetisation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/80—Responding to QoS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/18—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast
    • H04N7/183—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast for receiving images from a single remote source
    • H04N7/185—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast for receiving images from a single remote source from a mobile camera, e.g. for remote control
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0062—Provisions for network management
    • H04Q3/0087—Network testing or monitoring arrangements
    • G—PHYSICS
    • G05—CONTROLLING; REGULATING
    • G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
    • G05B2219/00—Program-control systems
    • G05B2219/30—Nc systems
    • G05B2219/31—From computer integrated manufacturing till monitoring
    • G05B2219/31479—Operator select part of process he wants to see, video image is displayed
    • G—PHYSICS
    • G05—CONTROLLING; REGULATING
    • G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
    • G05B2219/00—Program-control systems
    • G05B2219/30—Nc systems
    • G05B2219/35—Nc in input of data, input till input file format
    • G05B2219/35495—Messages to operator in multimedia, voice and image and text
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/131—Protocols for games, networked simulations or virtual reality
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1305—Software aspects
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13092—Scanning of subscriber lines, monitoring
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13166—Fault prevention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13292—Time division multiplexing, TDM
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13337—Picturephone, videotelephony
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Multimedia (AREA)
  • Health & Medical Sciences (AREA)
  • Computing Systems (AREA)
  • General Health & Medical Sciences (AREA)
  • Medical Informatics (AREA)
  • Testing, Inspecting, Measuring Of Stereoscopic Televisions And Televisions (AREA)
  • Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)

Abstract

A remote troubleshooting system that involves video, audio and data communications is disclosed. The system can be used for performing remote troubleshooting with the support of distant customer service experts. In troubleshooting applications, the video component of the system originating at factory premises is the main point of interest. For the identification of problems during troubleshooting, good quality video is usually required. If this is not achievable using real-time video transmission, video clips can be transmitted instead and this need not be done in real-time. After the video clip is transmitted, means of synchronisation is incorporated to enable synchronised playback of the video at the troubleshooting site and the customer service centre, thus allowing a site service technician and the customer service expert to view identical videos simultaneously. In addition, visual interactivity is achieved by means of overlaying cursor objects, text and graphics onto the video. Two cursor objects, one from the site service technician and the other from the customer service expert, is displayed on the video or images. The descriptions on the locations as well as the types of objects to be displayed are embedded in a set of data. Thus, the system allows a basis for further troubleshooting sessions and discussions with the aid of video and visual interactivity on top of the audio communication channel. In such an implementation, real-time audio and control data communications is easily achievable, as the bandwidth requirement is not significant.
PCT/SG2000/000050 2000-04-15 2000-04-15 Apparatus and method for remote troubleshooting Ceased WO2001080573A2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
PCT/SG2000/000050 WO2001080573A2 (en) 2000-04-15 2000-04-15 Apparatus and method for remote troubleshooting
AU41627/00A AU4162700A (en) 2000-04-15 2000-04-15 Apparatus and method for remote troubleshooting

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/SG2000/000050 WO2001080573A2 (en) 2000-04-15 2000-04-15 Apparatus and method for remote troubleshooting

Publications (2)

Publication Number Publication Date
WO2001080573A2 WO2001080573A2 (en) 2001-10-25
WO2001080573A3 true WO2001080573A3 (en) 2002-02-07

Family

ID=20428804

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/SG2000/000050 Ceased WO2001080573A2 (en) 2000-04-15 2000-04-15 Apparatus and method for remote troubleshooting

Country Status (2)

Country Link
AU (1) AU4162700A (en)
WO (1) WO2001080573A2 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10901032B1 (en) 2019-09-13 2021-01-26 Raytheon Company System and method for remote intelligent troubleshooting

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE10304649A1 (en) * 2003-02-05 2004-08-19 Siemens Ag HMI device with a computer user station with an interface for the transmission of communication data
JP2005190102A (en) * 2003-12-25 2005-07-14 Fanuc Ltd Numerical controller
US20090185792A1 (en) * 2008-01-18 2009-07-23 Rutan & Tucker, LLP Digital video camcorder with wireless transmission built-in
CN114734442A (en) * 2022-04-26 2022-07-12 依米康软件技术(深圳)有限责任公司 A Remote Session Method for Data Center Inspection Robots

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FR2688643A1 (en) * 1992-03-13 1993-09-17 Bali Dev System for remote maintenance of industrial equipment, especially of woodworking machines, and method employed in this system
JPH08235479A (en) * 1995-02-28 1996-09-13 Hitachi Zosen Corp Remote monitoring device
WO1999041649A1 (en) * 1998-02-13 1999-08-19 Sierra Concepts Corporation Interactive remote control system of manufacturing equipment

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FR2688643A1 (en) * 1992-03-13 1993-09-17 Bali Dev System for remote maintenance of industrial equipment, especially of woodworking machines, and method employed in this system
JPH08235479A (en) * 1995-02-28 1996-09-13 Hitachi Zosen Corp Remote monitoring device
WO1999041649A1 (en) * 1998-02-13 1999-08-19 Sierra Concepts Corporation Interactive remote control system of manufacturing equipment

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
PATENT ABSTRACTS OF JAPAN vol. 97, no. 1 31 July 1997 (1997-07-31) *

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10901032B1 (en) 2019-09-13 2021-01-26 Raytheon Company System and method for remote intelligent troubleshooting

Also Published As

Publication number Publication date
WO2001080573A2 (en) 2001-10-25
AU4162700A (en) 2001-10-30

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