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WO2002037279A2 - Procede et systeme destines au service de depannage des ordinateurs - Google Patents

Procede et systeme destines au service de depannage des ordinateurs Download PDF

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Publication number
WO2002037279A2
WO2002037279A2 PCT/UA2001/000011 UA0100011W WO0237279A2 WO 2002037279 A2 WO2002037279 A2 WO 2002037279A2 UA 0100011 W UA0100011 W UA 0100011W WO 0237279 A2 WO0237279 A2 WO 0237279A2
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WO
WIPO (PCT)
Prior art keywords
repair
computer
software
hardware
identifiers
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/UA2001/000011
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English (en)
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WO2002037279A3 (fr
Inventor
Aleksey Yuryevich Shevchenko
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Individual
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Individual
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
Priority to US10/416,241 priority Critical patent/US20040168164A1/en
Application filed by Individual filed Critical Individual
Priority to AU2001274794A priority patent/AU2001274794A1/en
Publication of WO2002037279A2 publication Critical patent/WO2002037279A2/fr
Publication of WO2002037279A3 publication Critical patent/WO2002037279A3/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/22—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
    • G06F11/2257—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing using expert systems
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0748—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a remote unit communicating with a single-box computer node experiencing an error/fault
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/22—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing
    • G06F11/2294—Detection or location of defective computer hardware by testing during standby operation or during idle time, e.g. start-up testing by remote test

Definitions

  • the invention relates to repair servicing, particularly to a remote servicing preferably of personal computers (PCs hereafter), and more particularly to the diagnostics of hardware (HW hereafter) and software (SW hereafter) failures, and preferably SW repair.
  • PCs personal computers
  • SW software
  • the invention may be used under the conditions when the user's computer can be started at least with a help of a suitable repair medium with an appropriate SW, or with a help of an intermediate repair computer, or under the control of a remote Help Desk, provided that this Help Desk has been called up with the help of said repair medium or said repair computer, said Help Desk and the user's inoperative computer being interconnected by means of at least one communication channel.
  • User's (inoperative) computer refers preferably to a PC characterized by at least one such failure of at least one HW and/or at least one SW which the user cannot detect and/or recover without assistance.
  • Repair sen/icing refers to: first, automated diagnostics of at least one user's computer to detect defective HW units for their instant or posterior repair or posterior replacement and/or to detect defective SW portions; second, automatic or “manual” repair of HW; third, preferably automatic repair of SW; and fourth, installation of mentioned below provisional "software stubs" on those hardware or software drivers that cannot be repaired with the help of a utilized fragment of a repair expert system or the complete repair expert system available because:
  • Off-line repair servicing refers to at least a partial repair servicing of the user's inoperative computer without employment of a Help Desk.
  • Repair expert system refers to a program complex being systematically upgraded in an interactive mode with experts participation and comprising at least a HW knowledge base, a SW knowledge base, a knowledge base on scripts for diagnostics and repair of users' computers, a database on computer viruses and software resources for their recognition and elimination, and a system for controlling said knowledge bases and databases which includes at least one software for connecting a user's inoperative computer to the RES.
  • Repair medium refers to a hardware device which is always needed and frequently sufficient for off-line repair servicing of the user's computer with the use of at least one functionally isolated RES fragment stored on this medium.
  • SIRC Single intermediate repair computer
  • Standard software refers to operating systems (OS hereafter), such as Windows®, Unix® etc., and program complexes, such as Microsoft Office, Lotus Smart-suite etc.
  • Standard programs for testing hardware up state refer to a POST (Power On Self Test) type routine built into BIOS, or any other programs built into OS for testing standard units and common peripherals.
  • POST Power On Self Test
  • Standard programs for testing software up state refer to programs for testing specialized software, which are generally built into OS, or which are supplied to the users for extra fee by the companies that specialize in software production and installation.
  • Help Desk refers to a company having a complex of hardware and software including a complete RES, and expert personnel needed for remote repair servicing of any type of computers, for systematic improvement of the complete RES and for delivery of RES fragments for off-line repair servicing of users' computers. Therefore, this Help Desk, as employed herein, serves as a supplier of RM and/or SIRC equipped with functionally isolated RES fragments.
  • SW in particular of OSs with graphic interface, such as Windows®, Unix® etc.
  • OSs with graphic interface such as Windows®, Unix® etc.
  • BIOS execution for example, BIOS program code corruption, absence or distortion of the BIOS configuration information stored in the computer CMOS memory
  • Such remote repair servicing is especially convenient when a user's computer is located away from "civilization centers" where it is possible to eliminate the sources of detected HW and SW failures only on the basis of the results of the remote diagnostics with the support of competent assistance. It is obvious that the RES and Help Desk experts are compelled to diagnose and recover those failures that actually happen while working with those users that actually exist.
  • the methods and means for repair servicing of users' computers that are remote from H ⁇ lp Desks should be designed so as to minimize: the risk of misunderstanding between the users of inoperative computers (whose training is not included in the Help Desk responsibilities) on one side and RES and live experts of any such Help Desk on the other side; traffic in data exchange via communication channels between the user's inoperative computer and the Help Desk whose service the user has subscribed; and specific expenses of software, hardware and other means per case of repair servicing.
  • US Patent 5,367,667 This method includes: calling a Help Desk expert by a phone call of the user who orally explains to the expert the arisen difficulties to the extent of his or her understanding of the problem and gives the information on the computer, creating a script program on a Help Desk computer, said script program including a file identifier, information for identification of user's computer (to be diagnosed), information for remote access to the user's computer data, information for the user' computer remote access to the Help Desk computer data, and test (diagnostic) instructions; setting the user's computer into an auto-answer communications mode; establishing remote data communications between said Help Desk computer and said user's computer; downloading said diagnostic script program from the Help Desk computer to the user's computer, said Help Desk computer terminating communications upon completion of download; executing said test instructions by the user's computer in an unattended mode and creating log files of the execution of said test instructions; transferring said log files of the execution from the user's computer to said Help
  • the diagnostic script program created by the Help Desk computer usually cannot provide for the restoration of the SW up state within one session of remote diagnostics and repair.
  • E-BIOS extended basic input/output control system
  • This E-BIOS (in fact, program) system includes: a first code portion for providing power-on self-test and start-up functions for the user's computer, which includes a code for recognizing a case when said computer does not boot, and a second code portion for establishing communication of the user's computer with a remote service computer in the event of failure to boot.
  • a master code kernel of the service computer automatically downloads a slave kernel to random access memory of the user's computer and provides preferably in the automatic mode for: (1) access to the memory devices of the user's computer,
  • E-BIOS Exclusion of the user from data communications with a Help Desk expert provides for easier restoration of the user's computer up state.
  • system for recognition of failure sources built in E-BIOS actually traces only failure codes while executing the POST routine of the main BIOS of the user's computer; accordingly, E-BIOS detects only such seldom happening critical failures, as hard disk or any other hardware device failures at the stage of the user's computer start-up, but does not defect the sources for those frequently happening cases of so-called
  • Such system provides not only for detecting failures, but also for their classification by (1) a severity level, and (2) a source of the failure with subsequent generating failure messages considering said characteristics as well as transmitting such messages to a remote Help Desk via a communication channel available.
  • This known method of computer repair servicing is based on utilization of RES comprising at least a database on HW, a database on SW, a database on diagnostics and repair scripts, and a system for controlling said databases, said system including at least one means for connecting said RES to the user's inoperative computer.
  • This method generally includes the following steps: a) detecting at least one computer failure which the computer user can not recover without assistance; b) directly connecting the user's inoperative computer to the RES via a communicatJon channel; c) at least once inspecting the inoperative computer hardware and software using said RES, and detecting at least one hardware or software means whose damage has caused the failure; d) recovering the detected failure of the hardware means or outputting recommendations to the user on how to recover the failure without assistance; and/or e) recovering the detected failure of the software means and, if necessary; f) possibly repeating steps (a), (b), (c), (d) and (e) up to success or suspension of the repair servicing.
  • the system for carrying out the described method has a Help Desk comprising at least: at least one unit of non-volatile memory (EDRAM) for a long-term storage of the complete RES; an executive unit in electrical communication with at least one said unit of nonvolatile memory (EDRAM) and equipped with at least one means intended for direct connection of inoperative users' computers to RES via a suitable communication channel; and a unit for analysis and temporary storage of the results of repair servicing of the users' computers, which unit being in electrical communication with at least one said unit of non-volatile memory and said executive unit.
  • EDRAM non-volatile memory
  • EDRAM non-volatile memory
  • a unit for analysis and temporary storage of the results of repair servicing of the users' computers which unit being in electrical communication with at least one said unit of non-volatile memory and said executive unit.
  • each call to the Help Desk is accompanied by a continuous traffic of complete data on HW and SW failures and complete data on means for recovery of failures between the user's computer and the RES. Therefore, the time needed for repair servicing will be as much higher, as more complicated is the source for each individual failure and as greater number of failures is detected when the user addresses to the Help Desk.
  • each call of this kind additionally increases the traffic on communication channels and specific expenses of software, hardware and other means per case of repair servicing.
  • This invention is based on the problem of improving a repair expert system and methods of its utilization so as to create such method of computer repair servicing and such system for its realization that could: minimize traffic in data exchange between users' inoperative computers and the Help Desk via communication channels and, correspondingly, additionally decrease the specific expenses of software, hardware and other means per case of repair servicing.
  • RES regularly upgraded RES
  • HW which are used in computers, and identifiers assigned to each HW
  • SW means with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible, and identifiers for failures that can be neglected for a while, and c) software needed for diagnostics and recovery of the corrupted software up state on the users' computers, which includes a library of exercisers for testing at least standard SW, at least one program for restoration of such SW and at least one program for preferably automatic call to a Help Desk from the user's computer with indication of the identifier for corrupted software;
  • At least one functionally isolated fragment is decollated therein, which fragment includes at least one program for preferably automatic call to the Help Desk from the user's computer when detecting at least one such hardware or software failure which can not be recovered under off-line repair servicing only with the use of said RES fragment and without recovery of which the restoration of said computer up state is impossible, said program providing for transfer of only identifiers relating to each not-recovered failure to the Help Desk;
  • said decollated RES fragment is loaded into a isolated storage-and-output device supplied to at least one such computer user who wants to subscribe for the services of the Help Desk ;
  • off-line repair servicing of the inoperative computer is carried out to the extent of the possibilities provided by said decollated RES fragment, and then
  • This method makes it possible: first, to provide for the major proportion of time needed for the repair servicing to be spent in the off-line mode, second, to significantly reduce traffic in data exchange between the user of the inoperative computer and the Help Desk and, correspondingly to lower specific expenses of software, hardware and other means per case of the repair servicing.
  • the off-line repair servicing fails to recover the fault of any hardware and/or software on the inoperative computer of a user who has subscribed for services of the Help Desk and received said decollated RES fragment in use. If such special case happens, only a set of identifiers relating to the not-recovered failure is transferred to the Help Desk via a communication channel, the selection of said set of identifiers being independent of the user's knowledge and skills. Therefore, the complete RES incorporated in the Help Desk and a live expert of this center, if necessary, will receive sufficient information on failures and will be able to restore the user's computer up state within a shorter period of time and at smaller load on inherent hardware and software than usually.
  • the first additional characteristic feature consists in that the decollated RES fragment comprises at least: a) data on classes, types, design, functional capabilities and support drivers of the HW used in computers, and the identifiers assigned to each hardware device; b) a library of standard exercisers for testing HW up state; c) recommendations to the users on repair, replacement or suspension of failed HW from use; d) data on types and functional capabilities of existing standard SW means and identifiers assigned to each of such means; e) identifiers for failures of specific standard SW means with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible, and identifiers for failures that can be neglected for a while; and f) at least one exerciser for testing at least standard SW; g) at least one program for restoration of standard SW; and h) at least one program for preferably automatic call to the Help Desk from the user's computer when detecting at least one such hardware or software failure which can not be recovered under off-line
  • RES fragments are so small that they can be stored even on standard floppy disks and efficiently delivered to any subscribers of the remote Help Desks by mail for off-line repair servicing of inoperative computers. As a matter of fact, even such RES fragments are sufficient for effective off-line repair servicing of typical hardware and/or software failures.
  • a portion of the knowledge base on hardware that is at least: a) data on classes, types, design, functional capabilities and support drivers of
  • HW which are used in computers, and identifiers assigned to each HW; b) data on sources, kinds and assessment of HW failures and identifiers for such assessments with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible, and identifiers for failures that can be neglected for a while; c) a library of standard exercisers for testing HW up state; and d) recommendations to users on repair, replacement or suspension of failed HW from use;
  • a portion of the knowledge base on the existing software that is at least: a) data on kinds and functional capabilities of existing standard SW means and identifiers assigned to each of such means, b) data on sources and kinds of SW failures and identifiers for failures of specific SW means with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible, and identifiers for failures that can be neglected for a while; c) software needed for diagnostics and recovery of the corrupted standard software up state on the users' computers, which includes a library of exercisers for testing SW, at least one program for restoration of this SW and at least one program for preferably automatic call to the Help Desk from the user's computer with indication of the identifier for corrupted software;
  • RES fragment Such substantially more extended RES fragment allows significant expansion of possibilities of off-line repair servicing of the users' inoperative computers being distant from a Help Desk.
  • This fragment can be supplied to users as stored on CD-ROM disks, which have greater capacity then floppies, flash memory microcircuits, or on portable disk drives with hard magnetic disks.
  • CD-ROM disks which have greater capacity then floppies, flash memory microcircuits, or on portable disk drives with hard magnetic disks.
  • the most preferable solution is to provide such RES fragments:
  • intermediate service computers which can be installed by one in a group of local computer networks located close to each other.
  • the third additional characteristic feature consists in that software stubs are included in the complete RES and in at least one functionally isolated fragment decollated therefrom, which stubs are intended to mark hardware or software failures not specified by said system or the decollated fragment, such stubs being noted in each report on diagnostics and repair of each inoperative computer for the subsequent analysis and recovery of failures.
  • This makes it possible: first, to overcome limitations of diagnostic and repair capabilities of the smallest RES fragments as compared to the intermediate fragments, and of the intermediate fragments as compared to the complete RES, and second, to detect such kinds of hardware or software failures, the diagnostics and recovery of which were not specified by the complete RES by the date of its latest upgrade, so that said system could be regularly improved with participation of live experts.
  • the system for computer repair servicing is provided with a Help Desk comprising: at least one unit of non-volatile memory for a long-term storage of the complete RES; an executive unit electrically connected to said at least one unit of non-volatile memory and equipped with at least one means for connecting users' computers to RES, and a unit for storage of structured (on the basis of types of failures) software for diagnostics and repair servicing of users' computers, said unit being electrically connected t ⁇ said unit of non-volatile memory and said executive unit, according to the invention a) the system additionally comprises at least one isolated means for storage and output of information; b) this means comprises a record of at least one RES fragment adapted for off- line repair servicing of inoperative computers prior to calling to a Help Desk, and cal ⁇ mg to the Help Desk only in case of detecting such failure that cannot be recovered with the help of said fragment; c) this means is supplied to at least one such computer user who wishes to subscribe for services of the Help Desk.
  • the first additional characteristic feature consists in that such means for storage and output of information is preferably in the form of a changeable repair medium which, according to the second additional characteristic feature, is selected from the group consisting of the standard floppy disk, ZIP disk, CD-ROM disk, flash memory icrocircuit and portable disk drive with a hard magnetic disk.
  • the second additional characteristic feature consists in that said isolated means for storage and output of information is in the form of a standalone intermediate repair computer, which has at least one inherent unit of non-volatile long-term memory, inherent executive unit, inherent unit for the analysis and storage of the results of repair servicing of users' computers, which unit is electrically connected to at least one said unit of non-volatile memory and said executive unit, and an optional inherent means for connection to communication channels, said intermediate computer being located between the Help Desk and distant users' computers; a) according to the third additional characteristic feature, it is in the form of a minicomputer electrically connected to at least one user' computer, or b) according to the fourth additional characteristic feature, it is in the form of an intermediate service computer located between the Help Desk and a group of users' computers situated close to each other.
  • a system for computer repair servicing in any of the embodiments of the invention has a Help Desk 1 , comprising: at least one unit 2 of non-volatile memory for a long-term storage of a regularly upgraded complete RES; an executive unit 3 electrically connected to at least one said unit 2 of non-volatile memory, and a unit 4 for analyses and storage of results of repair servicing of users' computers 5, which unit being electrically connected to said at least one unit 2 of non-volatile memory and said executive unit 3.
  • the executive unit 3 is equipped with at least one means 6 for connecting a RES to the users' inoperative computers 5, which unit includes at least one of the following means, namely: a) a preferably changeable repair medium 7 (RM 7), e.g., such as a standard floppy disk, or ZIP disk, or CD-ROM disk, or FLASH type memory microcircuit, or portable disk drive with a hard magnetic disk, and/or b) a standalone intermediate repair computer 8 (SIRC 8) located between the Help Desk 1 and users' computers 5 being distant from this Help Desk, said repair computer 8 having the following components not shown in the drawing: at least one inherent unit of non-volatile long-term memory for storage of at least one RES fragment for off-line repair servicing of the users' computers, an inherent executive unit, an inherent unit for analysis and storage of results of repair servicing of the users' computers 5, which is electrically connected to at least one said unit of non-volatile memory and said executive unit and, optionally, an inherent means for connection to communication channels 9, and/or an above mentioned
  • Said SIRC 8 can be made in the form of: a) a minicomputer electrically connected to at least one user's computer 5 (and, particularly, built in such computer 5), or b) an intermediate service computer located between the Help Desk 1 and a group of computers 5 situated in the same site.
  • RM 7 and SIRC 8 are used as means for loading, storage and output (use) outside of the Help Desk 1 of at least one functionally isolated RES fragment adapted for off-line repair servicing of any distant computer 5 in each case when its user detects at least one hardware and/or software failure which he or she cannot recover without assistance.
  • RM 7 can provide for off-line repair servicing of an inoperative computer 5 when the latter has retained the serviceability of an inherent central processor and at least of one suitable disk drives or ports, and
  • SIRC 8 can be used even in case of failure of the central processor of any computer 5 and/or means for its connection to the communication channel 9.
  • the RM 7 and/or SIRC 8 can be supplied to those users of distant computers 5 who subscribed for services of the Help Desk 1.
  • the Help Desk 1 can be connected to computers 5 via communication channels 9 either directly or via SIRC 8 with the help of modems (not shown in the drawing) or functionally similar devices, such as digital DSL- or ISDN-adapters built into such computers 5 and computers 8.
  • Repair servicing of computers 5 with the help of SIRC 8 can be carried out irrespectively of servicing with the help of RM7. However, if is preferable that the users who detect at least one failure which they cannot recover themselves would first use consecutively said RM7 and only then, said SIRC 8.
  • this method provides for: first, creating and using at a Help Desk 1 a complete RES being regularly upgraded in an interactive mode with the participation of live experts; second, decollating in such RES at least one functionally isolated fragment sufficient for off-line repair servicing, i.e.: for diagnostics of failure of at least standard hardware and software for recovery of at least such failures of hardware which have been caused by damage of HW support drivers, corruption of HW configuration information and conflicts between individual potions of HW, and for recovery of failures of at least standard software, each failure in said RES fragment having its own identifier intended to be transferred to the Help Desk 1 in case the detected failure can not be recovered in the off-line repair servicing; third, storing at least one of such RES fragments (usually on the choice of the user of any of the computers 5) on a suitable RM 7 and/or on the unit of non-volatile long-term memory SIRC 8, fourth, providing such RES fragments to those users of distant computers 5 who would like to subscribe for the services of the Help Desk 1
  • Said complete RES includes at least: (1) a knowledge base on hardware existing by the date of the latest upgrade of said repair expert system, that is: a) data on classes, types, design, functional capabilities and support drivers of HW used in computers 5, and identifiers assigned to each HW, b) data on the producers of existing HW, on the current availability of individual
  • At least one functionally isolated fragment is decollated in the described RES and used for off-line repair servicing of the inoperative computers 5.
  • This fragment comprises at least: a) data on classes, types, design, functional capabilities and support drivers of the HW used in computers 5, and the identifiers assigned to each hardware device; b) a library of standard exercisers for testing HW up state; c) recommendations to users on repair, replacement or suspension of failed HW from use; d) data on types and functional capabilities of existing standard SW means and identifiers assigned to each of such means; e) identifiers for failures of specific standard SW means with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers 5 up state is impossible, and identifiers for failures that can be neglected for a while; f) at least one exerciser for testing standard SW; g) at least one program for restoration of standard SW; and h) at least one program for preferably automatic call to SIRC 8 or the Help Desk 1 from the computer 5 when
  • At least one RM 7 is required to store and deliver said minimum-size RES fragment at least to one computer 5 user who wishes to subscribe for the services of the Help Desk 1, and to use this fragment in the future.
  • the RM 7 in the form of a floppy disk is the most preferable for loading, storage and off-line repair servicing of computers 5 with the help of the described minimum-size RES fragment because: first, all existing nowadays computers 5 have at least one disk drive for such disks, second, such disk drives are substantially insensitive to failures of the basic systems of the computers 5, that is why when it is impossible to start some of the computers 5 under the confrol of the inherent hard disk and/or a disk of CD-ROivl type, it is usually possible to start it with the help of a floppy disk, and, third, in most cases even one floppy disk is big enough to store such a minimum- size RES fragment which can restore serviceability of the computer 5 in cases of the most frequent failures, except for HW failures, such as physical damage of a
  • the minimum-size RES fragment can prompt the user to the actions for failure restoration.
  • said RM 7 is loaded in the appropriate disk drive of an inoperative computer 5 in its location. Then the computer 5 gets restarted in order to be serviced to the extent of the capacities provided by the RES fragment.
  • Such repair servicing includes: a) at least once inspecting HW and SW incorporated in the inoperative computer 5 with the help of the minimum-size RES fragment and detecting at least one hardware or software means whose corruption caused the failure, b) recovering the detected hardware failure or issuing recommendations to the user on how to recover the failure, and/or c) recovering the detected software failure, and, if necessary, d) possibly repeating steps (a) and/or (b), and/or (c) with the same or different RM 7 up to success or up to the admission of the fact that it is impossible to complete the repair with the use of the selected minimum-size RES fragment.
  • the minimum-size RES fragment connects the computer 5, immediately or after a "discussion" of the testing and repair results with the user, to: either the nearest SIRC 8 to continue the repair servicing with the help of a larger RES fragment, or the Help Desk 1 via the communication channel 9 and unit 4 for analyses and storage of the results of repair servicing of computers 5 and executive unit 3 belonging by this Help Desk 1 to continue the repair servicing with the help of the complete RES which is stored in the unit 2 of non-volatile memory.
  • More advanced method of the off-line repair servicing of computers 5 includes decollating at least one larger and functionally isolated fragment 8 (hereafter determined as "intermediate fragment” for convenience) from the RES of the Help Desk 1 and installing it into at least one SIRC 8, said intermediate fragment further comprising:
  • a portion of knowledge base on existing SW that is at least: a) data on kinds and functional capabilities of the existing standard SW means and identifiers assigned to each of such means, b) data on the sources and kinds of SW failures and identifiers for specific SW means with decollation of identifiers for critical failures without recovery of which the restoration of the up state of computers 5 is impossible, and identifiers for failures which can be neglected for a while, and c) software needed for diagnostics and recovery of the corrupted standard software up state on the computers 5, which includes a library of exercisers for testing SW, at least one program for restoration of the SW and at least one program for preferably automatic call to the Help Desk 1 from the computer 5 with indication of the identifier for corrupted software;
  • decollating intermediate RES fragments for off-line repair servicing of computers 5 is especially useful when groups of such computers 5 are connected in local networks, and it is as much more economically expedient as greater number of computers 5 is included in such group.
  • RES and generally included in the decollated fragments. They are intended to mark those hardware or software means of any specific computer 5 the failure of which have failed to be diagnosed and/or recovered with the help of a RES fragment or even the whole complete RES.
  • the same "stubs" are found in all the unidentified hardware or software means which appear on the market after the beginning of operation of the complete RES or its decollated fragment.
  • the invention is industrially applicable because the method and system for repair servicing of computers by stepwise use of the RES: first, can be performed on the basis of known resources of components, and second, guarantee substantial reduction in traffic on communication channels and lowering specific expenses for hardware, software and other means for remote repair servicing in each individual case of call from a computer user for the external help in recovery of hardware and/or software failures.

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Abstract

Selon l'invention, un procédé destiné au service de dépannage des ordinateurs est fondé sur l'utilisation d'un système expert en matière de réparation régulièrement mis à jour (RES). Il comprend une base de connaissances relative au matériel et au logiciel, aux sources des pannes et aux identificateurs de ces pannes, aux scripts de diagnostic et de réparation ainsi qu'un système pour commander les bases de données. Au moins un fragment est détaché du RES complet et stocké sur un moyen isolé à des fins de stockage et de sortie d'informations; ce fragment, qui est utilisé à des fins de diagnostic et de reprise sur chaque panne, est suffisant pour la restauration hors ligne de l'état de l'ordinateur dans des cas types. Le fragment comprend obligatoirement des identificateurs pour les pannes et des moyens pour appeler le 'Help Desk', avec indication des seuls identificateurs uniques de ces pannes qui n'ont pas été récupérés. Un système de service de dépannage comprend un 'Help Desk' et au moins un moyen détaché, destiné au stockage du fragment RES.
PCT/UA2001/000011 2000-11-06 2001-05-14 Procede et systeme destines au service de depannage des ordinateurs Ceased WO2002037279A2 (fr)

Priority Applications (2)

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US10/416,241 US20040168164A1 (en) 2000-11-06 2001-01-16 Method and system for repair servicing of computers
AU2001274794A AU2001274794A1 (en) 2000-11-06 2001-05-14 Method and system for repair servicing of computers

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UA2000116262 2000-11-06
UA2000116262A UA56310C2 (uk) 2000-11-06 2000-11-06 Спосіб ремонтного обслуговування комп'ютерів та система для його здійснення

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EP1484683A1 (fr) * 2003-06-02 2004-12-08 Hewlett-Packard Development Company, L.P. Procédé et système pour supporter un appareil électronique
EP1978469A3 (fr) * 2007-04-02 2011-11-09 BRITISH TELECOMMUNICATIONS public limited company Identification de motifs de données
CN115408215A (zh) * 2022-08-09 2022-11-29 武汉烽火技术服务有限公司 一种老化测试中终端设备自检的方法和装置

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RU2473433C2 (ru) * 2011-05-10 2013-01-27 Открытое акционерное общество "Головной центр сервисного обслуживания и ремонта Концерна ПВО "Алмаз-Антей" "Гранит" Способ ремонта сложных технических систем
FR2983597B1 (fr) * 2011-12-01 2014-01-24 Viaccess Sa Procede de detection d'une erreur de lecture d'une donnee

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Publication number Priority date Publication date Assignee Title
EP1484683A1 (fr) * 2003-06-02 2004-12-08 Hewlett-Packard Development Company, L.P. Procédé et système pour supporter un appareil électronique
EP1978469A3 (fr) * 2007-04-02 2011-11-09 BRITISH TELECOMMUNICATIONS public limited company Identification de motifs de données
CN115408215A (zh) * 2022-08-09 2022-11-29 武汉烽火技术服务有限公司 一种老化测试中终端设备自检的方法和装置

Also Published As

Publication number Publication date
AU2001274794A1 (en) 2002-05-15
WO2002037279A3 (fr) 2002-07-11
UA56310C2 (uk) 2003-05-15
RU2187835C1 (ru) 2002-08-20

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