Granted Patent B1

US 11,281,703 · App. 14/853,788 · Granted Mar 22, 2022

Inventor: Ian Aitchison (Farnham, GB)

Assignee: Ivanti, Inc.

G06F16/332G06K9/00671G06K9/325

Abstract

Claims (74)

1. A method for providing computer-related support to an end user, the method comprising:

receiving, at a server and from a support application running on a mobile device, an image of a complex user-readable message that is displayed by a computing device, wherein:

the computing device displays the complex user-readable message in response to an event being experienced at the computing device that prevents an end user from using the computing device to obtain assistance related to the event, and

the complex user-readable message is descriptive of the event on the computing device;

determining a technical level of the end user, the technical level including a training, experience, and a permission of the end user;

identifying, via the server, a plurality of user-selectable solutions that address the event based on text extracted from the image of the complex user-readable message, the technical level of the end user, and a configuration of the computing device, wherein the plurality of user-selectable solutions includes information of a link to request communication of a command to perform an automatically executable action that corrects the event on the computing device;

sending a signal, by the server and to the mobile device, the signal being configured to cause display of the plurality of user-selectable solutions in the support application of the mobile device, the plurality of displayed user-selected solutions including the link to request communication of the command to perform with the executable action;

receiving, at the server and from the mobile device, a signal that is indicative of a selection by the end user of the link in the support application; and

responsive to the received signal indication of the selection at the mobile device, sending, by the server, the command to the computing device, the command including one or more program instructions, that when received by the computing device are automatically implemented on the computing device to correct the event and enable use of the computing device by the end user.

2. The method of claim 1 , wherein identifying the plurality of user-selectable solutions based on the text extracted from the image comprises:

performing optical character recognition on the image of the complex user-readable message to extract the text; and

searching a knowledge database using the extracted text.

3. The method of claim 1 , the plurality of user-selectable solutions is further identified based on an association of the computing device with the end user.

4. The method of claim 1 , wherein identifying the plurality of user-selectable solutions is further based on an end user identity.

5. The method of claim 1 , wherein

at least one of the plurality of user-selectable solutions provides guidance to the end user on how to resolve the event on the computing device.

6. The method of claim 1 , wherein the plurality of user-selectable solutions further comprises at least one of an audio file or a video file.

7. The method of claim 1 , wherein the computing device is one of a desktop computer, a laptop computer, a smartphone, a printer, or a tablet computer.

8. A server that is configured for providing computer-related support to a computing device of an end user, comprising:

a processor;

memory in electronic communication with the processor; and

instructions stored in the memory, the instructions being executable by the processor to:

receive, from a support application running on a mobile device, an image of a complex user-readable message that is displayed by a computing device, wherein: the computing device displays the complex user-readable message in response to an event being experienced at the computing device that prevents an end user from using the computing device to obtain assistance related to the event, and the complex user-readable message is descriptive of the event on the computing device;

determine a technical level of the end user, the technical level including a training, experience, and a permission of the end user;

identify a plurality of user-selectable solutions that address the event based on text extracted from the image of the complex user-readable message, the technical level of the end user, and a configuration of the computing device, wherein the plurality of user-selectable solutions includes information of a link to request communication of a command to perform an automatically executable action that corrects the event on the computing device;

send a signal to the mobile device, the signal being configured to cause display of the plurality of user-selectable solutions in the support application of the mobile device, the displayed plurality of user-selected solutions including the link to request communication of the command to perform with the executable action;

receive from the mobile device, a signal that is indicative of a selection by the end user of the link in the support application; and

responsive to the received signal indication of the selection at the mobile device, send the command to the computing device, the command including one or more program instructions, that when received by the computing device are automatically implemented on the computing device to correct the event and enable use of the computing device by the end user.

9. The server of claim 8 , wherein the instructions executable to identify the plurality of user-selectable solutions based on the text extracted from the image comprise instructions executable to:

perform optical character recognition on the image of the complex user-readable message to extract the text; and

search a knowledge database using the extracted text.

10. The server of claim 8 , wherein the plurality of user-selectable solutions is further identified based on an association of the computing device with the end user.

11. A method for providing computer-related support to a computer device of an end user, the method comprising:

receiving user credentials of the end user;

establishing a communication link with a server based on the user credentials;

receiving an image that is captured by a camera, the image including a complex user-readable message displayed by the computing device, wherein the computing device displays the complex user-readable message in response to an event being experienced at the computing device that prevents the end user from using the computing device to obtain assistance related to the event, and the complex user-readable message is descriptive of the event on the computing device;

sending, to the server via the communication link, the image of a complex user-read able message;

further sending, to the server via the communication link, an end user identity that includes information from which a technical level of the end user is determinable by the server;

receiving, from the server via the communication link, a signal that includes a plurality of user-selectable solutions that address the event, the plurality of user-selectable solutions including a link to request communication of a command to perform an automatically executable action that corrects the event on the computing device and the plurality of user-selectable solutions being identified based on text extracted from the image, the technical level of the end user, and a configuration of the computing device;

displaying the plurality of user-selectable solutions, the plurality of displayed user-selected solutions including the link to request communication of the command to perform the executable action;

receiving a selection by the end user of the selectable link; and

sending via the communication link a signal that indicates the selection of the link to the server such that in response to receipt of the signal the server sends the command to the computing device in response to receiving the indication, the command including one or more program instructions, that when received by the computing device are automatically implemented on the computing device to correct the event and enable use of the computing device by the end user.

12. The method of claim 11 , further comprising:

sending, to the server, an association of the computing device with the end user,

wherein the plurality of user-selectable solutions is further identified based on the association of the computing device with the end user.

13. The method of claim 11 , wherein at least one of the plurality of user-selectable solutions provides guidance to the end user on how to resolve an error on the computing device.

14. A mobile device that is configured for providing computer-related support to a computer device of an end user, the mobile device comprising:

a camera;

a processor in electronic communication with the camera;

memory in electronic communication with the processor and the camera; and

instructions stored in the memory, the instructions being executable by the processor to:

receive user credentials of the end user;

establish a communication link with a server based on the user credentials;

receive an image that is captured by the camera, the image including a complex user-readable message displayed the computing device, wherein the computing device displays the complex user-readable message in response to an event being experienced at the computing device that prevents the end user from using the computing device to obtain assistance related to the event, and the complex user-readable message is descriptive of the event on the computing device;

send, to the server via the communication link, the image of a complex user-readable message;

further send, to the server via the communication link, an end user identity that includes information from which a technical level of the end user is determinable by the server;

receive, from the server via the communication link, a signal that includes a plurality of user-selectable solutions that address the event, the plurality of user-selectable solutions including a link to request communication of a command to perform an automatically executable action that corrects the event on the computing device and the plurality of user-selectable solutions being identified based on text extracted from the image, the technical level of the end user, and a configuration of the computing device;

display the plurality of user-selectable solutions, the plurality of displayed user-selected solutions including the link to request communication of the command to perform the executable action;

receive a selection by the end user of the selectable link; and

send via the communication link a signal that indicates the selection of the link to the server such that in response to receipt of the signal the server sends the command to the computing device in response to receiving the indication, the command including one or more program instructions that when received by the computing device are automatically implemented on the computing device to correct the event and enable use of the computing device by the end user.

15. The mobile device of claim 14 , further comprising instructions executable to:

send, to the server, an association of the computing device with the end user,

wherein the plurality of user-selectable solutions is further identified based on the association of the computing device with the end user.

16. The mobile device of claim 14 , wherein at least one of the plurality of user-selectable solutions provides guidance to the end user on how to resolve an error on the computing device.

17. The method of claim 1 , wherein the command includes at least one of:

a command to log an end user into the computing device; or

a command to resolve a condition in which the end user cannot log into the computing device.

18. The method of claim 1 , wherein:

the event includes a failure to boot or a crash of the computing device such that the computing device cannot be used to provide assistance related to the event; and

the server is configured to communicate the command to the computing device via a management agent loaded on the computing device and capable of running in a pre-boot environment.

19. The method of claim 1 , wherein the plurality of user-selectable solutions includes a configurable number of user-selectable solutions.

20. The server of claim 8 , wherein the plurality of user-selectable solutions includes a configurable number of user-selectable solutions.

21. The method of claim 11 , wherein the configuration of the computing device includes at least one of an operating system, an installed program, a license, or network hardware associated with the computing device.

22. The mobile device of claim 14 , wherein the configuration of the computing device including at least one of an operating system, an installed program, a license, or network hardware associated with the computing device.

Assignments (22)