Method and system for communications connectivity failure diagnosis

A communications connectivity failure diagnosis system comprising:

• a subscribing station having at least one in-field product and at least one computer programed to control the in-field product;
• an on-line center capable of receiving a connectivity failure notice indicative of a communications failure between the on-line center and the subscribing station and to create a database case in response thereto;
• a communications network to relay data from the on-line center to the subscribing station, the communications network including a communications portion in the on-line center and a communications portion in the subscribing station, and further includes an ability to connect the on-line center to the subscribing station through an external communications network;
• wherein a service person at the on-line center initiates an interactive non-connect test in response to the on-line center receiving a connectivity failure notice, and based on a result of the non-connect test, the on-line center automatically isolates the communications failure to at least one of the online center, the subscribing station, and the external communications network.

A computer-readable storage medium having stored thereon a computer program which, when executed by one or more computers, will cause the one or more computers to:

• create and queue a reported case for communications connectivity diagnosis;
• receive input to initiate a non-connect test;
• execute the non-connect test to validate a communications failure, the non-connect test comprising initiating communications connectivity and validating whether communications connectivity is successful, and if not:
• isolate the communications failure;
• report the isolated communications failure for repair;
• execute the non-connect test after receiving input that repair has been complete to ensure proper communications connectivity;
• if communications connectivity is successful, log results to complete communications connectivity;
• and
• ensure that a status of the communications failure does not become past due.

A computer-readable storage medium having stored thereon a computer program which, when executed by one or more computers, will cause the one or more computers to:

• create and queue a reported case for communications connectivity diagnosis;
• receive input to initiate a non-connect test;
• execute the non-connect test to validate a communications failure, the non-connect test comprising causing communications connectivity and validating whether communications connectivity is successful, and if not:
• isolate the communications failure;
• report the isolated communications failure for repair;
• execute the non-connect test after receiving input that repair has been complete to ensure proper communications connectivity;
• if communications connectivity is successful, log results to complete communications connectivity;
• attempt a first connection between an on-line center and a subscribing station, and if successful, and after a disconnection, cause the subscribing station to make a second connection from the subscribing station to the on-line center;
• and
• report a communications failure if either the first or second connections are unsuccessful, and to report a communications success if both the first and second connections are successful.