# US 2014/0195864 A1 · Remote issue logging and reporting of mobile station issues and diagnostic information to manufacturer > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2014/0195864 A1 - Document ID: US20140195864A1 - Status: Published application - Kind: A1 - Application number: 14/181,867 - Filed: 2014-02-17 - Published: 2014-07-10 - Earliest claimed: 2011-09-29 - Assignees: Cellco Partnership d/b/a Verizon Wireless - Applicants: Cellco Partnership d/b/a Verizon Wireless - Inventors: David Raymond Dempski; Jesus Ramos - Web page: https://patentgrep.com/patent/US20140195864A1 ## CPC - G06F 11/0766: {Error or fault reporting or storing} - H04L 41/5074: Handling of user complaints or trouble tickets - H04L 43/065: related to network devices - H04M 3/00: Automatic or semi-automatic exchanges - H04W 24/00: Supervisory, monitoring or testing arrangements - H04W 24/04: Arrangements for maintaining operational condition - H04M 1/72403: with means for local support of applications that increase the functionality - H04W 24/10: Scheduling measurement reports {; Arrangements for measurement reports} - 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) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract A user of a mobile station can report a mobile station issue by transmitting a report including a description of the mobile station issue and other information for rapid troubleshooting and resolution by a manufacturer, through a wireless mobile communication network, to the manufacturer of the mobile station or its software, via a life cycle management tool program at a network. The report sent by the user of the mobile station may include information relating to the description of the mobile station issue, mobile station device information, device operation information, diagnostic logs, or captured screenshots. The life cycle management tool program stores the report including the information and sends an electronic notification to a technical center of a carrier and/or the manufacturer of the mobile station or its software for review and resolution of the reported mobile station issue in real time. ## Claims ### Claim 1 A system comprising: a memory within a mobile station; an issue report application stored within the memory of the mobile station; application programming interfaces (APIs) enabling the issue report application to communicate with at least one of a plurality of hardware or software components in the mobile station, wherein execution of the issue report application by a processor of the mobile station configures the mobile station to perform functions, including functions to: (a) provide a user interface to allow a user to input a description of the mobile station issue and to initiate a report; (b) via one or more of the APIs, collect information regarding conditions of at least one of a plurality of hardware or software components in the mobile station at about a time of the occurrence of the issue; and (c) transmit the report, including the description of the mobile station issue and the collected information, through a mobile communication network; a computer system coupled to the mobile communication network and having a processor; a storage device accessible by the processor of the computer system; and a life cycle management tool program in the storage device, wherein execution of the life cycle management tool program by the processor of the computer system configures the computer system to perform functions, including functions to: (i) receive the report from the mobile station via the mobile communication network; (ii) store the description of the mobile station issue and the collected information from the received report; (iii) send an electronic notification regarding the occurrence of the mobile station issue to one of a system of a staff of a technical center of a carrier of the mobile communication network for review and resolution of the mobile station issue, or a system of a technician of a manufacturer responsible for at least one of a plurality of hardware or software components of the mobile station involved in the mobile station issue, and, if the mobile station issue remains unresolved by the one of the staff or the technician, send the electronic notification to the other system of the staff or the technician; and (iv) after step (iii), provide communications with the system of the staff or the system of the technician to allow the staff or the technician online access to the stored description of the mobile station issue and the stored collected information. ### Claim 2 (depends on 1) The system of claim 1, wherein the life cycle management tool program sends the electronic notification to the technical center first, and then to the manufacturer second if the issue cannot be resolved by the technical center. ### Claim 3 (depends on 1) The system of claim 1, wherein the life cycle management tool program receives technical issues from the carrier of the mobile device including at least one of testing issues, desired enhancements, and field issues. ### Claim 4 (depends on 1) The system of claim 1, wherein the life cycle management tool program receives solutions to the mobile station issue from at least one of the technical center and the manufacturer, and forwards the solution to the mobile station, and wherein the mobile station automatically fixes the issue based on the received solution. ### Claim 5 (depends on 1) The system of claim 1, wherein the mobile station creates a log file containing technical issues encountered during operation, the technical issues including at least one of debug data, trace information, data from radio subsystems, and stack dumps, and wherein the log file is sent to the life cycle management tool program and retrieved by at least one of the technical center and the manufacturer to fix the issue of the mobile station. ### Claim 6 (depends on 1) The system of claim 1, including a remote diagnostic server that interfaces between the mobile device and computer system that includes the life cycle management tool program, the remote diagnostic server performing format conversions of data being transferred between the mobile device and the computer system that includes the life cycle management tool program. ### Claim 7 (depends on 1) The system of claim 1, wherein the life cycle management tool program transmits the electronic notification to at least one of the technical center and the manufacturer at a predetermined time. ### Claim 8 A computer system comprising: a communication interface configured to support communication of the computer system with a mobile station through a mobile communication network; a processor coupled to the interface; a storage device accessible by the processor; and a life cycle management tool program in the storage device, wherein execution of the life cycle management tool program by the processor of the computer system configures the computer system to perform functions, including functions to: (a) receive a report from the mobile station via the mobile communication network, the report including a description of a mobile station issue and automatically collected information from the mobile station; (b) automatically store the description of the mobile station issue and the automatically collected information from the received report; (c) send an electronic notification regarding the occurrence of the mobile station issue to one of a system of a staff of a technical center of a carrier of the mobile communication network for review and resolution of the mobile station issue, or a system of a technician of a manufacturer responsible for at least one of a plurality of hardware or software components of the mobile station involved in the mobile station issue, and, if the mobile station issue remains unresolved by the one of the staff or the technician, send the electronic notification to the other system of the staff or the technician; and (d) after step (c), provide communications with the system of the staff or the system of the technician to allow the staff or technician online access to the stored report including the description of the mobile station issue and the automatically collected information. ### Claim 9 (depends on 8) The computer system of claim 8, wherein the life cycle management tool program sends the electronic notification to the technical center first, and then to the manufacturer second if the issue cannot be resolved by the technical center. ### Claim 10 (depends on 8) The computer system of claim 8, wherein the life cycle management tool program sends the electronic notification to the technical center and to the manufacturer in parallel. ### Claim 11 (depends on 8) The computer system of claim 8, wherein the mobile device sends the electronic notification to the life cycle management tool program in response to a user of the mobile device initiating the transmission, or in response to a request from the life cycle management tool program. ### Claim 12 (depends on 8) The computer system of claim 8, wherein the mobile device creates a log file indicating technical information relating to the issue at the mobile station, and the mobile device sends the log file to the life cycle management tool program, and wherein the life cycle management tool program sends the log file to at least one of the technical center and the manufacturer. ### Claim 13 (depends on 8) The computer system of claim 8, wherein the life cycle management tool program receives a technical solution from at least one of the technical center and the manufacturer in response to the issue of the mobile device, wherein the life cycle management tool program sends the technical solution to the mobile device, and wherein the mobile device utilizes the technical solution to fix the issue of the mobile device. ### Claim 14 (depends on 8) The computer system of claim 8, wherein the mobile device information stored in the computer system of the life cycle management tool program is accessed by at least one of the technical center and the manufacturer. ### Claim 15 A method, comprising: using a life cycle management tool program, executing on a processor, configured to: receive, from a mobile station via a mobile communication network, a report including a user entered description of a mobile station issue and automatically collected information from the mobile station; automatically store the description of the mobile station issue and the automatically collected information from the received report; send, to a system of a staff of a technical center of a carrier of the mobile communication network, an electronic notification regarding the occurrence of the mobile station issue for review and resolution of the mobile station issue, or send, to a system of a technician of a manufacturer responsible for at least one of a plurality of hardware or software components of the mobile station involved in the mobile station issue, an electronic notification regarding the occurrence of the mobile station issue, and, if the mobile station issue remains unresolved by the one of the staff or the technician, send the electronic notification to the other system of the staff or the technician; and after the electronic notification is sent to the technical center or the manufacture, provide communications with the system of the staff or the system of the technician to allow the staff or technician online access to the stored report including the description of the mobile station, issue and the automatically collected information. ### Claim 16 (depends on 15) The method of claim 15, including sending, by life cycle management tool program, the electronic notification to the technical center first, and then to the manufacturer second if the issue cannot be resolved by the technical center. ### Claim 17 (depends on 15) The method of claim 15, including sending, by life cycle management tool program, the electronic notification to the technical center and to the manufacturer in parallel. ### Claim 18 (depends on 15) The method of claim 15, including sending, by the mobile device, the electronic notification to the life cycle management tool program in response to a user of the mobile device initiating the transmission, or in response to a request from the life cycle management tool program. ### Claim 19 (depends on 15) The method of claim 15, including creating, by the mobile device, a log file indicating technical information relating to the issue at the mobile station, and sending the log file to the life cycle management tool program, and sending, by life cycle management tool program, the log file to at least one of the technical center and the manufacturer. ### Claim 20 (depends on 15) The method of claim 15, including receiving, by life cycle management tool program, a technical solution from at least one of the technical center and the manufacturer in response to the issue of the mobile device, sending, by life cycle management tool program, the technical solution to the mobile device, and using, by the mobile device, the technical solution to fix the issue of the mobile device.