Issue reporting by a receiving device
AssigneeDISH Network L.L.C.
InventorSanket Rege
Life of this patent
Estimating the term…
Abstract
A technique is described for improved issue reporting by a receiving device such as a set-top boxes for satellite and cable television services. In an example embodiment, the receiving device generates an issue report based on internal operational logs, captured screens and/or video of a visual output, and a recording of the user's voice that includes a description of the issue they are experiencing. This issue report can be generated as an object file that can then be transmitted, via a communications network, to an issue reporting platform for processing, for example, by a technical support representative or an automated troubleshooting system.
Claims20
A method comprising:
- receiving, by a device, an indication of an issue associated with a presentation of an audiovisual stream;
- in response to receiving the indication of the issue,
- collecting operation logs from a plurality of internal components of the device, and
- selecting, from the operation logs, an operation log associated with at least one internal component that detected the issue;
- assigning, by the device, at least one issue category to the issue based on the operation log;
- generating, by the device, an issue report that includes the at least one issue category and the operation log;
- and
- transmitting, by the device, via a communication network, the issue report to at least one server.
A system comprising:
- one or more processors;
- and
- one or more memories storing instructions that, when executed by the one or more processors, cause the system to perform a process comprising:
- receiving, by a device, an indication of an issue associated with a presentation of an audiovisual stream;
- in response to receiving the indication of the issue,
- collecting operation logs from a plurality of internal components of the device, and
- selecting, from the operation logs, an operation log associated with at least one internal component that detected the issue;
- assigning, by the device, at least one issue category to the issue based on the operation log;
- generating, by the device, an issue report that includes the at least one issue category and the operation log;
- and
- transmitting, by the device, via a communication network, the issue report to at least one server.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations comprising:
- receiving, by a device, an indication of an issue associated with a presentation of an audiovisual stream;
- in response to receiving the indication of the issue,
- collecting operation logs from a plurality of internal components of the device, and
- selecting, from the operation logs, an operation log associated with at least one internal component that detected the issue;
- assigning, by the device, at least one issue category to the issue based on the operation log;
- generating, by the device, an issue report that includes the at least one issue category and the operation log;
- and
- transmitting, by the device, via a communication network, the issue report to at least one server.
Dependencies are inferred from the claim text.