Method and system for repair servicing of computers

A method for computer repair servicing, which—

• first, is based on the use of repair expert system which comprises at least a database on hardware, a database on software, a database on the scripts of diagnostics and repair, and a system for controlling said databases including at least one means for connecting said repair expert system to a user's inoperative computer, and
• second, comprises the steps of:
• a) detecting at least one computer failure which its user cannot recover without assistance,
• b) connecting the user's inoperative computer to said repair expert system,
• c) at least once diagnosing hardware and software incorporated in the user's computer using said repair expert system, and detecting at least one hardware or software means whose corruption has caused a failure,
• d) recovering the detected hardware failure or sending recommendations to the user on its recovery without assistance, and/or
• e) recovering the detected software failure, and, if necessary,
• f) possibly repeating steps (a), (b), (c), (d), (e) up to the positive result or suspension of the repair servicing
• characterized in that
• (1) a regularly upgraded repair expert system is created and used for computer repair servicing, which system generally comprises:
• (1.1) a knowledge base on hardware existing by the date of the latest upgrade of said repair expert system, that is:
• a) data on classes, types, design, functional capabilities and support drivers of hardware which are used in computers, and identifiers assigned to each known hardware,
• b) data on producers of existing hardware, on the current availability of individual hardware on the market and on possibilities for equivalent replacement of failed hardware made by one producer with suitable hardware of the same type made by another producer, and identifiers assigned to the producers of existing hardware,
• c) data on sources, kinds and assessments of hardware failures and identifiers for such assessments with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible and identifiers for failures that can be neglected for a while,
• d) a library of exercisers for testing hardware up state, which includes at least standard exercisers, and
• e) recommendation to users on replacement, repair or suspension of failed hardware from use;
• (1.2) a knowledge base on software existing by the date of the latest upgrade of said repair expert system, that is:
• a) data on kinds and functional capabilities of at least existing standard software means and identifiers assigned to each of such means,
• b) data on sources and kinds of software failures and identifiers for failures of specific software means with decollation of identifiers for critical failures without recovery of which the restoration of the users' computers up state is impossible, and identifiers for failures that can be neglected for a while, and
• c) software needed for diagnostics and recovery of the corrupted software up state on the users' computers, which includes a library of exercisers for testing at least standard software, at least one program for restoration of such software and at least one program for preferably automatic call to a Help Desk from the user's computer with indication of the identifier for corrupted software;
• (1.3) database on computer viruses and software for their recognition and elimination;
• and
• (1.4) system for controlling said knowledge bases and said database being capable of operating in automatic or interactive modes, as desired;
• (2) prior to application of the described repair expert system for computer repair servicing, at least one functionally isolated fragment is decollated therein, which fragment includes at least one program for preferably automatic call to a Help Desk from the user's computer when detecting at least one such hardware or software failure which can not be recovered under off-line repair servicing only with the use of said repair expert system fragment and without recovery of which the restoration of said computer up state is impossible, said program providing for transfer of only identifiers relating to each not-recovered failure to the Help Desk;
• (3) said decollated repair expert system fragment is stored into a isolated storage-and-output device supplied to at least one such computer user who wants to subscribe for the services of the Help Desk;
• and
• (4) after having detected at least one said failure, off-line repair servicing of the inoperative computer is carried out to the extent of the possibilities provided by said decollated fragment of the repair expert system, and then
• (5) either such service is stopped when said computer up state has been restored or it is connected to the Help Desk via a communication channel and the repair servicing is continued with the help of this Help Desk which is equipped with the complete repair expert system.