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US 2017/0286246 A1Published application
Customer support using virtual machines
AssigneeDell Products L.P.
InventorDouglas M. Anson
Life of this patent
Estimating the term…
Abstract
A customer support system includes at least one subsystem to communicate with a customer about a problem with a customer information handling system (IHS), wherein the customer IHS includes a plurality of first customer IHS data. The plurality of first customer IHS data is received from the customer and used to create a virtual IHS having substantially the same characteristics as the customer IHS. A problem with the customer IHS is then diagnosed using the virtual IHS.
Claims20
A customer device problem diagnosis method, comprising:
- receiving, by a device support system through a network from a customer device, first customer device data that corresponds to a first customer device runtime environment that is provided using a customer device operating system and customer device hardware that are included in the customer device;
- creating, on at least one hardware subsystem in the device support system using the first customer device data, a virtual diagnosis device having a virtual diagnosis device operating system and virtual diagnosis device hardware that provide a virtual diagnosis device runtime environment;
- and
- reproducing, on the device support system using the virtual diagnosis device runtime environment on the virtual diagnosis device, the first customer device runtime environment that includes an operating problem with the customer device.
1 more element
An Information Handling System (IHS), comprising:
- at least one virtual diagnosis device hardware subsystem;
- a processing system that is coupled to the at least one virtual diagnosis device hardware subsystem;
- and
- a memory system that is coupled to the processing system and that includes instruction that, when executed by the processing system, cause the processing system to:
- receive, through a network from a customer device, first customer device data that corresponds to a first customer device runtime environment that is provided using a customer device operating system and customer device hardware in the customer device;
- create, on the at least one virtual diagnosis device hardware subsystem using the first customer device data, a virtual diagnosis device having a virtual diagnosis device operating system and virtual diagnosis device hardware that provide a virtual diagnosis device runtime environment;
- and
- reproduce, using the virtual diagnosis device runtime environment on the virtual diagnosis device, the first customer device runtime environment that includes an operating problem with the customer device.
5 more elements
A device problem diagnosis system, comprising:
- a first device that includes a first device operating system and first device hardware that operate to provide a first device runtime environment;
- and
- a second device that includes at least one hardware subsystem and that is coupled to the first device through a network, wherein the second device is configured to:
- receive, through the network from the first device, first device data that corresponds to the first device runtime environment;
- create, on at least one hardware subsystem using the first customer device data, a virtual diagnosis device having a virtual diagnosis device operating system and virtual diagnosis device hardware that provide a virtual diagnosis device runtime environment;
- and
- reproduce, using the virtual diagnosis device runtime environment on the virtual diagnosis device, the first device runtime environment that includes an operating problem with the first device.
4 more elements
Dependencies are inferred from the claim text.