公开(公告)号：US20110107137A1

公开(公告)日：2011-05-05

申请号：US12590271

申请日：2009-11-05

申请人： Tom Lam ,  Robert Cowie ,  Tam Dao ,  Anh La ,  Don Nguyen ,  Guoxuan Zhang

发明人： Tom Lam ,  Robert Cowie ,  Tam Dao ,  Anh La ,  Don Nguyen ,  Guoxuan Zhang

IPC分类号： G06F11/07 ,  G06F11/00

CPC分类号： G06F11/0793 ,  G06F11/0748

摘要： A system and method for providing automated support services includes at least one electronic device that experiences an error condition. An error notification regarding the error condition is then provided to a support server. The support server assigns an error identifier to the error condition, and provides the error identifier to the electronic device. The support server also creates a solution map that associates the error identifier with a solution identifier corresponding to an effective solution for the detected error condition. A solution database is implemented to store the solution to the error condition. A solution manager of the electronic device may then utilize the error identifier to automatically identify, download, and install the solution from the solution database to thereby remedy the error condition.

摘要翻译： 提供自动支持服务的系统和方法包括经历错误状况的至少一个电子设备。 然后向支持服务器提供关于错误状况的错误通知。 支持服务器向错误条件分配错误标识符，并向电子设备提供错误标识符。 支持服务器还创建解决方案映射，其将错误标识符与对应于检测到的错误条件的有效解决方案的解决方案标识符相关联。 实现解决方案数据库以将解决方案存储到错误条件。 然后，电子设备的解决方案管理器可以利用错误标识符来自解决方案数据库来自动识别，下载和安装解决方案，从而补救错误状况。