# US 12,192,575 B2 · Method and system for advanced customer bug reporting > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,192,575 B2 - Document ID: US12192575B2 - Status: Granted - Kind: B2 - Application number: 17/967,046 - Filed: 2022-10-17 - Published: 2023-02-09 - Granted: 2025-01-07 - Earliest claimed: 2020-02-26 - Assignees: ARRIS Enterprises LLC - Applicants: Arris Enterprises LLC - Inventors: Vinod Jatti; Murali S. Sahasranaman; Virendra Singh - Web page: https://patentgrep.com/patent/US12192575B2 ## CPC - H04N 21/4425: Monitoring of client processing errors or hardware failure - G06F 3/167: {Audio in a user interface, e.g. using voice commands for navigating, audio feedback} - G06Q 10/20: Administration of product repair or maintenance - G06Q 30/016: After-sales - H04N 21/41265: {having a remote control device for bidirectional communication between the remote control device and client device (unidirectional remote control device H04N21/42204)} - H04N 21/42203: {sound input device, e.g. microphone} - H04N 21/4221: {Dedicated function buttons, e.g. for the control of an EPG, subtitles, aspect ratio, picture-in-picture or teletext} - H04N 21/42222: {Additional components integrated in the remote control device, e.g. timer, speaker, sensors for detecting position, direction or movement of the remote control, microphone or battery charging device} - H04N 21/6582: {Data stored in the client, e.g. viewing habits, hardware capabilities, credit card number (arrangements where receivers interact with the broadcast H04H20/38)} - H04N: PICTORIAL COMMUNICATION, e.g. TELEVISION - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract A method and system are disclosed for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices. The method includes reporting a problem detect by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device with one or more specific buttons on a remote controller; and entering the problem into a log with a timestamp. ## Claims ### Claim 1 A method for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices, the method comprising: receiving a user report indicating a problem detected by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device, the user report being received in response to activation of one or more specific buttons on a remote controller; entering the user report into a log with a timestamp; identifying one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem; in response to entering the user report into the log, determining the customer-premise equipment or customer-provided equipment (CPE) device is presently active: in response to determining the customer-provided equipment (CPE) device is presently active, contacting the customer-premise equipment or customer-provided equipment (CPE) device; and obtaining additional details or logs about the problem from the customer-provided equipment (CPE) device. ### Claim 2 (depends on 1) The method according to claim 1, wherein the one or more specific buttons initiates a voice recording function on the remote controller to trigger capture of the user report. ### Claim 3 (depends on 1) The method according to claim 1, comprising: programming a plurality of buttons on the remote controller to trigger the reporting of the problem. ### Claim 4 (depends on 2) The method according to claim 2, wherein the user report is a user voice recording including speech describing; converting the speech to text; and adding the text to the log with the timestamp of the problem. ### Claim 5 (depends on 4) The method according to claim 4, further comprising: parsing the text to identify keywords; and wherein the identifying one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem includes: identifying other customer-premise equipment or customer-provided equipment (CPE) devices that may be involved with the problem based on the keywords. ### Claim 6 (depends on 1) The method according to claim 1, further comprising: sending the problem with the timestamp to another customer-premise equipment or customer-provided equipment (CPE) device; and entering the problem into the log of the another customer-premise equipment or customer-provided equipment (CPE) device. ### Claim 7 (depends on 1) The method according to claim 1, comprising: identifying platform functional modules or software modules related to the problem based on the user report of the problem. ### Claim 8 (depends on 1) The method according to claim 1, comprising: uploading the reported problem to a service provider as part of a bug report. ### Claim 9 (depends on 1) The method according to claim 1, wherein the receiving the user report is in response to: detecting an internal anomaly and/or trouble with the customer-premise equipment or customer-provided equipment (CPE) device; and prompting the user to verify the anomaly and/or trouble. ### Claim 10 (depends on 1) The method according to claim 1, further comprising: collating logs, details, customer speech to text/speech, and timestamps on the problem; and uploading the collated logs, details, customer speech to text/speech, and timestamps on the problem to a cable service provider for analysis. ### Claim 11 A system for capturing observations of users of customer-premise equipment or customer-provided equipment (CPE) devices, the system comprising: a customer-premise equipment or customer-provided equipment (CPE) device; and a remote controller, the remote controller configured to: receive a user report indicating a problem detected by a user during use of the customer-premise equipment or customer-provided equipment (CPE) device, the user report being received in response to activation of one or more specific buttons on the remote controller, enter the user report into a log with a timestamp, and identify one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem; in response to entering the user report into the log, determine the customer-premise equipment or customer-provided equipment (CPE) device is presently active: in response to determining the customer-provided equipment (CPE) device is presently active, contact the customer-premise equipment or customer-provided equipment (CPE) device; and obtain additional details or logs about the problem from the customer-provided equipment (CPE) device. ### Claim 12 (depends on 11) The system according to claim 11, wherein the one or more specific buttons initiates a voice recording function on the remote controller to trigger capture of the user report. ### Claim 13 (depends on 11) The system according to claim 11, comprising: a plurality of buttons on the remote controller configured to be programmed to trigger the reporting of the problem. ### Claim 14 (depends on 12) The system according to claim 12, wherein the user report is a user voice recording including speech describing the problem with the timestamp, the remote controller further configured to: convert the speech to text; and add the text to the log with the timestamp of the problem. ### Claim 15 (depends on 14) The system according to claim 14, wherein the remote controller is further configured to: parse the text to identify keywords; and wherein the identifying one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem includes: identifying other customer-premise equipment or customer-provided equipment (CPE) devices that may be involved with the problem based on the keywords. ### Claim 16 (depends on 11) The system according to claim 11, wherein the problem with the timestamp is sent to another customer-premise equipment or customer-provided equipment (CPE) device, and the problem is entered into the log of the another customer-premise equipment or customer-provided equipment (CPE) device. ### Claim 17 (depends on 11) The system according to claim 11, comprising: identifying platform functional modules or software modules related to the problem based on the user report of the problem. ### Claim 18 (depends on 11) The system according to claim 11, wherein the reported problem is uploaded to the cable service provider as part of a bug report. ### Claim 19 (depends on 11) The system according to claim 11, wherein logs, details, customer speech to text/speech, and timestamps on the problem are collated, and the collated logs, details, customer speech to text/speech, and timestamps on the problem are uploaded to the cable service provider for analysis. ### Claim 20 (depends on 11) The system according to claim 11, wherein prior to the receiving the user report the customer-premise equipment or customer-provided equipment (CPE) device is configured to: detect an internal anomaly and/or trouble with the customer-premise equipment or customer-provided equipment (CPE) device; and prompt the user to verify the anomaly and/or trouble.