# US 10,375,546 B2 · System, method, apparatus, and computer program product for providing mobile device support services > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,375,546 B2 - Document ID: US10375546B2 - Status: Granted - Kind: B2 - Application number: 15/272,261 - Filed: 2016-09-21 - Published: 2017-05-04 - Granted: 2019-08-06 - Earliest claimed: 2012-04-05 - Assignees: Assurant, Inc. - Applicants: Assurant, Inc. - Inventors: Cameron Hurst; Stuart Saunders - Web page: https://patentgrep.com/patent/US10375546B2 ## CPC - H04W 4/50: Service provisioning or reconfiguring - G06F 11/0742: {in a data processing system embedded in a mobile device, e.g. mobile phones, handheld devices} - G06F 11/0748: {in a remote unit communicating with a single-box computer node experiencing an error/fault (remote testing G06F11/2294)} - G06F 11/0793: {Remedial or corrective actions (recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40)} - G06F 11/2294: {by remote test} - G06F 21/577: {Assessing vulnerabilities and evaluating computer system security} - H04L 67/303: Terminal profiles - H04W 4/60: Subscription-based services using application servers or record carriers, e.g. SIM application toolkits - G06F 2221/2143: Clearing memory, e.g. to prevent the data from being stolen - H04W 84/12: WLAN [Wireless Local Area Networks] - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided. ## Claims ### Claim 1 An apparatus comprising at least one processor and at least one memory including computer program code, the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to at least: receive device status data from a mobile device; receive device status data from a plurality of other mobile devices; aggregate the device status data received from the plurality of other mobile devices; determine one or more potential faults related to the mobile device based at least in part on the device status data and the aggregated device status data; and cause information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, wherein the apparatus is configured to: receive device status data from the mobile device via a first network; and receive device status data from at least one of the other mobile devices via a second network that is not the first network. ### Claim 2 (depends on 1) The apparatus of claim 1, wherein the one or more potential faults comprise at least one predicted fault. ### Claim 3 (depends on 1) The apparatus of claim 1, wherein the one or more potential faults comprise at least one present fault. ### Claim 4 (depends on 1) The apparatus of claim 1, wherein the determining the one or more potential faults comprises determining at least one application profile. ### Claim 5 (depends on 1) The apparatus of claim 1, wherein the one or more potential faults comprises two or more conflicting applications. ### Claim 6 (depends on 4) The apparatus of claim 4, wherein the at least one application profile comprises a first application profile determined at a first time, and wherein the apparatus is further directed to determine at least a second application profile determined at a second time, and wherein determining the one or more potential faults comprises comparing the first and second application profiles. ### Claim 7 (depends on 6) The apparatus of claim 6, wherein the information regarding the one or more potential faults comprises information representing a comparison between a performance indication of the mobile device and one or more benchmark performance indications. ### Claim 8 (depends on 4) The apparatus of claim 4, wherein the information regarding the one or more potential faults comprises information regarding applications installed on the mobile device. ### Claim 9 (depends on 8) The apparatus of claim 8, wherein the information regarding applications installed on the device comprises one or more of: identifications of applications installed on the mobile device, configuration settings for installed applications, processor usage data of installed applications, memory usage data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications. ### Claim 10 (depends on 8) The apparatus of claim 8, wherein the information regarding applications installed on the device comprises one or more of indicia of one or more application characteristics, the one or more application characteristics comprising one or more of: security characteristics, privacy characteristics, or performance characteristics. ### Claim 11 (depends on 1) The apparatus of claim 1, wherein the device status data comprises one or more of: hardware usage data, device settings information, system log contents, application log contents, a device ID, installed application information, device application data, or device sensor data. ### Claim 12 (depends on 1) The apparatus of claim 1, wherein determining the one or more potential faults based further on the aggregated device status data comprises: determining, based at least in part on the aggregated device status data, one or more fault profiles; and comparing the device status data received from the mobile device to the one or more fault profiles. ### Claim 13 (depends on 1) The apparatus of claim 1, wherein the apparatus is further directed to determine, based at least in part on the one or more potential faults, one or more solutions to the one or more potential faults. ### Claim 14 (depends on 13) The apparatus of claim 13, wherein the information regarding the one or more faults comprises at least one indication of the at least one solution. ### Claim 15 (depends on 13) The apparatus of claim 13, wherein the device status data received from the plurality of other mobile devices comprises information regarding solution implementation results. ### Claim 16 (depends on 15) The apparatus of claim 15, wherein the apparatus is further directed to determine, based at least in part on the information regarding the solution implementation results, a probability of success for at least one of the solutions. ### Claim 17 (depends on 13) The apparatus of claim 13, wherein the apparatus is further directed to cause at least one of the one or more solutions to be automatically performed. ### Claim 18 (depends on 13) The apparatus of claim 13, wherein the apparatus is further directed to receive an indication of a selection of at least one of the one or more solutions and, in response, to cause the solution to be performed. ### Claim 19 (depends on 13) The apparatus of claim 13, wherein the apparatus is directed to cause the one or more solutions to be provided by causing the one or more solutions to be provided via a web portal. ### Claim 20 (depends on 1) The apparatus of claim 1, wherein the first network comprises a direct connection between the mobile device and the apparatus. ### Claim 21 (depends on 20) The apparatus of claim 20, wherein the second network comprises an indirect connection between the at least one of the other mobile devices and the apparatus. ### Claim 22 (depends on 1) The apparatus of claim 1, wherein the first network is a cellular network. ### Claim 23 (depends on 22) The apparatus of claim 22, wherein the second network is a wireless local area network. ### Claim 24 A method comprising: receiving device status data from a mobile device; receiving device status data from a plurality of other mobile devices; aggregating the device status data received from the plurality of other mobile devices; determining one or more potential faults related to the mobile device based at least in part on the device status data and the aggregated device status data; and causing information regarding the one or more potential faults related to the mobile device to be provided to the mobile device, by at least: receiving device status data from the mobile device via a first network; and receiving device status data from at least one of the other mobile devices via a second network that is not the first network. ### Claim 25 (depends on 24) The method of claim 24, wherein the one or more potential faults comprise at least one predicted fault. ### Claim 26 (depends on 24) The method of claim 24, wherein the one or more potential faults comprise at least one present fault. ### Claim 27 (depends on 24) The method of claim 24, wherein the determining the one or more potential faults comprises determining at least one application profile. ### Claim 28 (depends on 24) The method of claim 24, wherein the one or more potential faults comprises two or more conflicting applications. ### Claim 29 (depends on 27) The method of claim 27, wherein the at least one application profile comprises a first application profile determined at a first time, the method further comprising determining at least a second application profile determined at a second time, and wherein determining the one or more potential faults comprises comparing the first and second application profiles. ### Claim 30 (depends on 29) The method of claim 29, wherein the information regarding the one or more potential faults comprises information representing a comparison between a performance indication of the mobile device and one or more benchmark performance indications. ### Claim 31 (depends on 27) The method of claim 27, wherein the information regarding the one or more potential faults comprises information regarding applications installed on the mobile device. ### Claim 32 (depends on 31) The method of claim 31, wherein the information regarding applications installed on the device comprises one or more of: identifications of applications installed on the mobile device, configuration settings for installed applications, processor usage data of installed applications, memory usage data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications. ### Claim 33 (depends on 31) The method of claim 31, wherein the information regarding applications installed on the device comprises one or more of indicia of one or more application characteristics, the one or more application characteristics comprising one or more of: security characteristics, privacy characteristics, or performance characteristics. ### Claim 34 (depends on 24) The method of claim 24, wherein the device status data comprises one or more of: hardware usage data, device settings information, system log contents, application log contents, a device ID, installed application information, device application data, or device sensor data. ### Claim 35 (depends on 24) The method of claim 24, wherein determining the one or more potential faults based further on the aggregated device status data comprises: determining, based at least in part on the aggregated device status data, one or more fault profiles; and comparing the device status data received from the mobile device to the one or more fault profiles. ### Claim 36 (depends on 24) The method of claim 24, the method further comprising determining, based at least in part on the one or more potential faults, one or more solutions to the one or more potential faults. ### Claim 37 (depends on 36) The method of claim 36, wherein the information regarding the one or more faults comprises at least one indication of the at least one solution. ### Claim 38 (depends on 36) The method of claim 36, wherein the device status data received from the plurality of other mobile devices comprises information regarding solution implementation results. ### Claim 39 (depends on 38) The method of claim 38, the method further comprising determining, based at least in part on the information regarding the solution implementation results, a probability of success for at least one of the solutions. ### Claim 40 (depends on 36) The method of claim 36, the method further comprising causing at least one of the one or more solutions to be automatically performed. ### Claim 41 (depends on 36) The method of claim 36, the method further comprising receiving an indication of a selection of at least one of the one or more solutions and, in response, to cause the solution to be performed. ### Claim 42 (depends on 36) The method of claim 36, wherein causing the one or more solutions to be provided comprises causing the one or more solutions to be provided via a web portal. ### Claim 43 (depends on 24) The method of claim 24, wherein the first network comprises a direct connection with the mobile device. ### Claim 44 (depends on 43) The method of claim 43, wherein the second network comprises an indirect connection with the at least one of the other mobile devices. ### Claim 45 (depends on 24) The method of claim 24, wherein the first network is a cellular network. ### Claim 46 (depends on 45) The method of claim 45, wherein the second network is a wireless local area network.