Method, system, and computer readable medium for remote assistance, support, and troubleshooting

Abstract

The present disclosure enables remote device management. A programmatic interface is associated with each application plug-in. A web server included with the on-device agent provides access to the programmatic interfaces according to open standards such as HTML or XML. The present disclosure enables access to remote devices through existing infrastructure without the need for proprietary systems. An IT administrator or other administrator may remotely access and update software and hardware, track device data plan usage statistics, provide live support, and track current and historical device locations. Through the support features of the present disclosure an IT administrator or other support operator may remotely operate a device as if they were actually holding the device. This feature provides direct access to device files and software while also showing the IT administrator screen views of the remote device. Thus, the IT administrator actually sees what the remote user also sees.

Dependencies are inferred from the claim text.