# US 8,788,875 B2 · Remote computer diagnostic system and method

> Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt

- Number: US 8,788,875 B2
- Document ID: US8788875B2
- Status: Granted
- Kind: B2
- Application number: 13/869,683
- Filed: 2013-04-24
- Published: 2013-09-12
- Granted: 2014-07-22
- Earliest claimed: 2008-06-17
- Assignees: My Computer Works, Inc.
- Applicants: My Computer Works, Inc.
- Inventors: David Gerhart
- Web page: https://patentgrep.com/patent/US8788875B2

## CPC

- G06F 16/9032: Query formulation
- G06F 8/61: Installation
- G06F 11/1474: in transactions (updating of structured data in databases G06F16/23)
- G06F 16/245: Query processing
- G06Q 10/06: Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- H04M 3/5191: {interacting with the Internet}
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)

## Abstract

The system enables a call center to manage requests from remote computing clients for service. The system provides a number of software tools that allow technicians to perform routine maintenance and correct problems remotely. At the front-end, the system enables requests to be submitted by customers via various mediums, accesses a calendar to determine technician availability, determines the urgency of the request, and schedules an appropriate technician to address the reported problem. The system further includes tools that enable a technician to access a remote computing client to perform a number computer maintenance and diagnostics. Other tools enable the technician to correct problems that are detected through diagnostics. Calls to the call center are recorded and maintained in order to track pending issues and identify potential areas of improvement.

## Claims

### Claim 1

A computer implemented method comprising:
installing, by a computer-based system for correcting internet connectivity problems, a connectivity program on the computer-based system, wherein the connectivity program is configured to run for a set period of time;
identifying, by the computer-based system, unique characteristics of the computer-based system;
limiting, by the computer-based system, the connectivity program to only execute on the computer-based system based on the unique characteristics;
monitoring, by the computer-based system, for an intermittent network connection failure between the computer-based system and a remote network;
detecting, by the computer-based system, the intermittent network connection failure;
tracing, by the computer-based system, to locate the intermittent network connection failure;
recording, by the computer-based system, downtime, trace information, and packet loss in a log;
transmitting by the computer-based system, information in the log to a remote repair service, wherein the information in the log comprises a maximum allowed response time from the repair service, and wherein the information in the log is used to create a service request; and
uninstalling, by the computer-based system, the connectivity program in response to expiration of the set period of time, and in response to a command from the connectivity program to self-uninstall.

### Claim 2 (depends on 1)

The method of claim 1, further comprising using, by the computer-based system, the information in the log to create the service request.

### Claim 3 (depends on 2)

The method of claim 2, further comprising adding, by the computer-based system, the service request to a queue.

### Claim 4 (depends on 1)

The method of claim 1, wherein the unique characteristics of the computer-based system identify a unique personal computer.

### Claim 5 (depends on 1)

The method of claim 1, wherein the connectivity program will not run on systems without the unique characteristics.

### Claim 6 (depends on 1)

The method of claim 1, wherein the information in the log is sent to an internet service provider to prove an internet connectivity problem.

### Claim 7 (depends on 1)

The method of claim 1, wherein the connectivity program runs on the computer-based system.