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    • 4. 发明授权
    • Method and system for providing information for remote device support
    • 用于提供远程设备支持信息的方法和系统
    • US07325170B2
    • 2008-01-29
    • US10804290
    • 2004-03-19
    • Karamadai SrinivasanRajpal GillThomas M. Tripp
    • Karamadai SrinivasanRajpal GillThomas M. Tripp
    • G06F11/00
    • G06Q10/00
    • A method and system gather information to facilitate the remote support of devices installed on a computer. For example, an exemplary method comprises first installing an information harvester and a formatter onto the computer. These are then used to identify and test the devices and to collect information about the devices and the testing. Then at least some of the collected information is formatted for display to the user and presentation to a support specialist. The formatted information is then displayed as part of a user display also having provision whereby a user may enter additional comments about device problems into the user display. If a user so chooses, the user comments may be collected, then the combined formatted collected information and the collected user comments are sent to a support specialist by means of a network transport mechanism such as e-mail, TCP, or the like.
    • 方法和系统收集信息以便于远程支持安装在计算机上的设备。 例如,示例性方法包括首先将信息收集器和格式器安装到计算机上。 然后,它们用于识别和测试设备,并收集关于设备和测试的信息。 然后,所收集的信息中的至少一些被格式化以供用户显示并向支持专家呈现。 然后,格式化的信息被显示为用户显示器的一部分,还具有用户可以向用户显示器输入关于设备问题的附加注释的设置。 如果用户这样选择,则可以收集用户评论,然后通过诸如电子邮件,TCP等网络传输机制将组合格式化的收集信息和收集的用户评论发送给支持专家。
    • 7. 发明授权
    • Diagnostic method, system, and program that isolates and resolves partnership problems between a portable device and a host computer
    • 诊断方法,系统和程序,用于隔离和解决便携式设备与主机之间的伙伴关系问题
    • US07346808B2
    • 2008-03-18
    • US10864728
    • 2004-06-09
    • Karamadai SrinivasanThomas M. TrippRajpal Gill
    • Karamadai SrinivasanThomas M. TrippRajpal Gill
    • G06F11/00
    • G06F11/221G06F11/079
    • An automated method, system, and computer program for troubleshooting the inability of programs installed upon two computers interconnected by wired or wireless linkages to share or manipulate sharable information includes the following steps: On a first computer, tests are performed to see if hardware or software elements on that computer and essential to sharing or manipulating sharable information is properly installed or configured and also to see if information can actually be sent between the two computers; then, if possible, testing is initiated or performed to see if hardware or software elements on the second computer essential to sharing or manipulating sharable information are also properly installed or configured; and then the results of this testing is reported.
    • 一种自动化方法,系统和计算机程序,用于排除安装在由有线或无线链接互连的两台计算机上的程序无法共享或操纵可共享信息的程序,包括以下步骤:在第一台计算机上,执行测试以查看硬件或软件 该计算机上的元素和分享或操纵可共享信息至关重要的是正确安装或配置,并且还可以看到在两台计算机之间是否能够实际发送信息; 那么如果可能的话,开始或执行测试,以查看第二台计算机上的硬件或软件元素是否共享或操纵可共享信息是必须的,也可以正确安装或配置; 然后报告该测试的结果。
    • 8. 发明授权
    • Method and apparatus for software and hardware event monitoring and repair
    • 用于软件和硬件事件监测和修复的方法和装置
    • US07188171B2
    • 2007-03-06
    • US10349773
    • 2003-01-23
    • Karamadai SrinivasanRajpal GillThomas M. Tripp
    • Karamadai SrinivasanRajpal GillThomas M. Tripp
    • G06F15/13
    • H04L41/0253H04L41/22H04L43/045H04L43/0817H04L43/14
    • An integrated hardware and software monitoring system for a remote computer includes an event monitoring module loaded on the remote computer. The event monitoring module includes a hardware event detector that detects hardware events on the remote computer that may need attention, and a software service detector that detects status of software running on the remote computer to determine if any of the software has failed or is not operating properly, and to output a software event as a result thereof. The monitoring system also includes a data transmission system for performing a data transmission so as to notify a support specialist over a network connection of a hardware event or software event detected by the event monitoring module. The monitoring system further includes a graphical user interface provided on a display of the remote computer for allowing a user of the remote computer to make selections as to which software services and hardware events are to be detected.
    • 用于远程计算机的集成硬件和软件监视系统包括加载在远程计算机上的事件监视模块。 事件监控模块包括一个硬件事件检测器,用于检测可能需要注意的远程计算机上的硬件事件;以及软件服务检测器,用于检测在远程计算机上运行的软件的状态,以确定软件是否有故障或未运行 并且作为其结果输出软件事件。 监视系统还包括用于执行数据传输的数据传输系统,以便通过网络连接向支持专家通知由事件监视模块检测到的硬件事件或软件事件。 监视系统还包括在远程计算机的显示器上提供的用于允许远程计算机的用户对要检测哪个软件服务和硬件事件的选择的图形用户界面。