computer program system, method, apparatus and product to provide mobile device support services

专利摘要:
COMPUTER PROGRAM SYSTEM, METHOD, APPARATUS AND PRODUCT FOR PROVIDING MOBILE DEVICE SUPPORT SERVICES.A method is provided for providing mobile device support services. The method can include monitoring a mobile device status. The method may further include performing device diagnostics based at least in part on captured device status data to identify possible failures that may affect the functionality of the mobile device. A corresponding system, apparatus and computer program product are also provided.
公开号:BR112014024870A2
申请号:R112014024870-2
申请日:2013-04-04
公开日:2021-05-25
发明作者:Cameron Hurst；Stuart Saunders
申请人:Assurant, Inc.；Mobile Defense, Inc.；
IPC主号:

专利说明:

[001] [001] This order claims the benefit of priority to Interim Order No. US 61/620,795 entitled System, method, apparatus and computer program product for providing mobile device support services filed on April 5, 2012 and Order No. Provisional No. US 13/841,306 entitled Computer program system, method, apparatus and product for providing mobile device support services filed March 15, 2013. These applications are incorporated by reference in their entirety. TECHNOLOGICAL FIELD
[002] [002] Embodiments of the present invention generally relate to computer technology and more particularly relate to a computer program system, method, apparatus and product for providing mobile device support services. FUNDAMENTALS
[003] [003] As computing technology has continued to advance at a rapid pace, use of mobile computing devices has become virtually ubiquitous among consumers of all socioeconomic classes. Today's mobile computing devices, including smart phones, tablet computing devices and the like, have power and capabilities previously available only in the most powerful personal computers. In particular, many mobile computing platforms such as Apple IOS®, Android®, Windows® Phone, BlackBerry® and the like now allow users to install a variety of applications on their mobile devices. While in some cases these apps may be selected through app stores, quality and integrity assessments of apps available from app stores may not be able to fully guarantee the security and interoperability of mobile apps. Furthermore, in many cases users can download and install apps on their mobile devices from sources other than selected app stores. As such, the quality and relative safety of using some mobile apps is in question.
[004] [004] Furthermore, as mobile computing devices address the same processing power and capabilities as personal computers, the phenomenon of taking a factory fresh device that performs as advertised and turning it into a poorly performing device is occurring frequently. bigger and bigger. In this respect, users can load many, misbehaving or malicious apps and turn their previously working device into a device that appears to be crashing. As another example, users may install a combination of apps that are not compatible with each other in such a way that device performance can be severely affected. Consequently, there is an emerging trend for mobile device owners to report their devices with hardware failures where there is no failure overall.
[005] [005] Manufacturers, carriers, mobile network operators, retailers, wholesalers, and other industry providers often bear the financial and customer satisfaction burden resulting from mobile devices claiming "No Fault Found" or NFF. In most cases, the device must be replaced with a new or renewed device when the customer is still covered by warranty, extended warranty, insurance, or the like, even if there has been no hardware failure and the problems faced by the consumer result entirely from an installed app(s) on the device. In North America and Europe this problem is estimated to cost nearly $1 billion. The exorbitant cost of the NFF returns problem results in lower profit margins for industry providers, as well as an increase in the cost to consumers for mobile devices and mobile device services as a result of industry providers passing on the costs of returns from NFF for consumers. BRIEF SUMMARY OF EXAMPLE MODES
[006] [006] Computer program systems, methods, apparatus and products are provided herein to provide mobile device support services. In this regard, some example modalities reduce the occurrence of NFF returns by diagnosing and providing solutions to non-hardware issues that affect mobile device performance. Some examples of modalities additionally facilitate diagnosis of and provide suggested solutions to hardware problems. The system of some such example embodiments includes a mobile device support apparatus configured to provide remote monitoring and/or diagnostics for mobile devices. As such, the mobile device support appliance provided by some example modalities provides proactive device monitoring to give mobile device users early warning of and solutions to potential issues identified on their mobile devices. Additionally or alternatively, the mobile device support apparatus of some example embodiments provides a portal that users can access to facilitate the diagnosis of problems encountered with their mobile devices.
[007] [007] Some example modalities provide a mobile application, which can be deployed on a mobile device. The mobile app of some example modalities provides a standalone app configured to diagnose and provide solutions for issues that potentially affect mobile device performance. Additionally or alternatively, the mobile app of some example modalities is configured to work in conjunction with a mobile device support device by monitoring the performance of the mobile device and transmitting monitored data to the mobile device support device to facilitate analysis and Remote diagnosis of any issues potentially affecting mobile device performance.
[008] [008] Some example modalities further provide for the identification and elevation of issues that cannot be easily diagnosed and/or that cannot be easily resolved without the participation of a customer service representative and/or that may need device repair physicist. In this regard, such example modalities can facilitate raising a support issue to a customer service center so that a human specialist who may be better able to solve a problem can help a mobile device user. Thus, some example modalities utilize a combination of remote diagnostic tools, knowledge bases and customer service experts all working in concert. The system of such example modalities provides an intelligent mechanism capable of automatically identifying device performance issues and/or determining the cause of a consumer's complaint about the behavior and performance of their device and, where possible, repairing the device automatically, avoiding the consumer's need to return the device with a perceived defect. In case it is not possible to repair the device automatically using self-help tools, the system of some example modalities will make recommendations to the user to escalate the session to a human specialist who is potentially better able to solve the problem.
[009] [009] Some example modalities also provide backup and restore functionality for mobile devices. In this regard, some example embodiments provide a mobile device support device configured to keep a record of applications installed on a mobile device and to facilitate the restoration of a mobile device to a last working condition based on registration and/or usage of a record of applications installed on the user's mobile device to configure a replacement or new mobile device purchased by the user. The backup and restore functionality provided by some such example modalities additionally provides restoration of changes made to the apps by the user after downloads of original apps and/or app configuration settings made by the user, and/or device settings made by the user, in addition to installing / reinstalling the apps.
[010] [010] Some examples of modalities additionally provide a shredding process that can be triggered to lock and/or wipe lost or stolen mobile device memory. Thus, such example modalities facilitate the protection of personal data from theft or misuse by unauthorized third parties who may acquire lost or stolen devices.
[011] [011] The above summary is provided merely for the purpose of summarizing some example embodiments of the invention, so as to provide a basic understanding of some aspects of the invention. Therefore, it will be appreciated that the example embodiments described above are merely examples and should not be construed to limit the scope or spirit of the disclosure in any way. It will be appreciated that the scope of the description encompasses many possible embodiments, some of which will be described further below in addition to those summarized herein. BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
[012] [012] Having thus described embodiments of the invention in general terms, reference will now be made to the accompanying drawings, which are not necessarily drawn to scale, and in which:
[013] [013] Figure 1 illustrates a system to provide mobile device support services, according to some example modalities;
[014] [014] Figure 2 illustrates a block diagram of a mobile device support apparatus according to some example embodiments;
[015] [015] Figure 3 illustrates a block diagram of a mobile device according to some example modalities;
[016] [016] Figure 4 illustrates an example of diagnostic alert interface that can be provided according to some example modalities;
[017] [017] Figure 5 illustrates an example of a solution and diagnostics user interface that can be provided according to some example modalities;
[018] [018] Figure 6 illustrates an example user interface to allow a user to access device support services according to some example modalities;
[019] [019] Figures 7-10 illustrate example user interfaces for a mobile device support portal provided according to some example embodiments;
[020] [020] Figure 11 illustrates a flowchart according to an example method for providing mobile device support services according to some example modalities;
[021] [021] Figure 12 illustrates a flowchart according to an example of method for performing device diagnostics according to some example modalities; and
[022] [022] Figure 13 illustrates a flowchart according to an example method to provide backup and restore services according to some example modalities. DETAILED DESCRIPTION
[023] [023] Some embodiments of the present invention will now be described more fully below with reference to the accompanying drawings, in which some, but not all embodiments of the invention are shown. Indeed, various embodiments of the invention may be embodied in many different ways and are not to be construed as limited to the embodiments set forth herein; rather, these modalities are provided for this description to satisfy applicable legal requirements. Equal numeric references refer to like elements.
[024] [024] As used herein, the terms "data", "content", "information" and similar terms may be used interchangeably to refer to data capable of being captured, transmitted, received, displayed and/or stored in accordance with various examples of modalities. Thus, the use of such terms should not be taken as limiting the spirit and scope of the revelation. Furthermore, where a computing device is described here for receiving data from another computing device, it will be appreciated that data can be received directly from the other computing device or can be received indirectly through one or more intermediate computing devices. , such as, for example, one or more servers, relays, routers, network access points, base stations and/or the like. Similarly, where a computing device is described here for sending data to another computing device, it will be appreciated that data can be sent directly to the other computing device or can be sent indirectly through one or more computing devices. intermediaries, such as, for example, one or more servers, relays, routers, network access points, base stations and/or the like. SYSTEM OVERVIEW
[025] [025] Figure 1 illustrates a system 100 for providing mobile device support services according to some example modalities. It will be appreciated that system 100 as well as illustrations in other figures are provided as an example of an embodiment(s) and should not be construed to limit the scope or spirit of the disclosure in any way. In this regard, the scope of disclosure encompasses many potential modalities in addition to those illustrated and described herein. As such, while Figure 1 illustrates an example configuration of a system for providing mobile device support services, numerous other configurations can also be used to implement embodiments of the present invention.
[026] [026] System 100 may include a mobile device support apparatus 102 which may be configured to provide mobile device support services to one or more mobile devices 104 via network 106 in accordance with one or more example embodiments. here revealed. Mobile device support apparatus 102 may comprise one or more servers, a server group, one or more network nodes, a cloud computing infrastructure, one or more desktop computers, one or more portable computers, a combination of the same, or similar.
[027] [027] As illustrated in Figure 1, system 100 may include one or more mobile devices 104. Although three such mobile devices 104 are illustrated in Figure 1, it should be noted that this illustration is by way of example and not by way of limitation, as system 100 may include additional or fewer mobile devices 104. A mobile device 104 may be embodied as any mobile computing device, such as by way of non-limiting example, a cell phone, smart phone, computer device. mobile communication, tablet computing device, digital camera / camcorder, mobile audio / video player, mobile digital video recorder, any combination thereof, or the like.
[028] [028] In several example embodiments, a mobile device 104 can be configured to connect to the network 106 through a variety of wireless and/or wired connections. For example, a mobile device 104 can be configured to access network 106 through a cellular connection, wireless local area network connection, Ethernet connection, and/or the like. As such, the network 106 may comprise a wired network, wireless network (e.g.,
[029] [029] In some exemplary embodiments, the mobile device support apparatus 102 and a mobile device 104 may be configured to communicate with each other through the network 106 to facilitate provision by the mobile device support apparatus 102 of support services. from mobile device to mobile device 104 according to one or more exemplary embodiments. The mobile device support apparatus 102 may, for example, be maintained by a wireless operator, mobile device manufacturer, mobile device warranty provider, mobile device insurance provider, and/or other entity that may provide security services. support to mobile device users.
[030] [030] The system 100 of some example embodiments may include one or more user terminals 108. A user terminal 108 may comprise any computing device that can be used to communicate with the mobile device support apparatus 102 over the network. 106. In this regard, in some example embodiments, a user terminal 108 may be used to access a website and/or other support portal that can be delivered remotely by mobile device support apparatus 102 of some example embodiments to a user terminal 108 via network 106 to allow a user to access support services for a mobile device 104. By way of non-limiting example,
[031] [031] In some exemplary embodiments, the system 100 may further comprise a customer service center apparatus 110. The customer service center apparatus may comprise any computing device or a plurality of computing devices that may be used by a wireless carrier, mobile device manufacturer, mobile device warranty provider, mobile device insurance provider, and/or other entity to facilitate providing live customer service to a mobile device user. As an example, the customer service center apparatus 110 may be implemented in a call center or other support center which may be comprised of one or more customer service representatives who can communicate with mobile device users via phone call. , voice over internet protocol (VoIP), internet chat, text chat, email, video calling, and/or other communication technologies that can be used to facilitate communication between a mobile device user and a customer service representative.
[032] [032] In some embodiments including a customer service center apparatus 110, the mobile device support apparatus 102 may be configured to communicate with the customer service center apparatus 110, such as through the network 106. For example, in some exemplary embodiments, mobile device support apparatus 102 and customer service center apparatus 110 may be co-located to a common computing device or group of computing devices such that the device support apparatus mobile 102 and customer service center apparatus 110 can communicate directly with each other. In embodiments including a customer service center apparatus 110, the mobile device support apparatus 102 may be configured to communicate with the customer service center apparatus 110 to escalate a device support session to a representative. of human customer service, provides a previously collected device diagnostic record for a mobile device 104 to the customer service center apparatus 110 in such a way that it is accessible through a customer service representative during a customer support session. Live device and / or the like. The customer service center apparatus 110 of some example embodiments may be further configured to communicate with a mobile device 104 and/or user terminal 108 to facilitate communication between a customer service representative and a mobile device user during a live device support session.
[033] [033] Figure 2 illustrates a block diagram of a mobile device support apparatus 102 according to some example modalities. However, it should be noted that the components, devices or elements illustrated and described with respect to Figure 2 below may not be mandatory and thus some may be omitted in some embodiments. In addition, some embodiments may include additional or different components, devices or elements in addition to those illustrated and described with respect to Figure 2.
[034] [034] Referring now to Figure 2, the mobile device support apparatus 102 may include or otherwise may be in communication with processing circuitry 210 which is to be configured to perform the following actions in accordance with one or more example modalities disclosed here. In this regard, the processing circuit 210 may be configured to perform and/or control performance of one or more features of the mobile device support apparatus 102 in accordance with various exemplary embodiments, and therefore may provide means for realizing features. of the mobile device holder apparatus 102 in accordance with various exemplary embodiments. Processing circuit 210 may be configured to perform data processing, application execution, and/or other processing and management services in accordance with one or more exemplary embodiments. In some embodiments, mobile device support apparatus 102 or a part(s) or component(s) thereof, such as processing circuitry 210, may be embodied as or comprising a chip set or chip. In other words, mobile device support apparatus 102 or processing circuit 210 may comprise one or more physical packages (eg chips) including materials, components and/or wires in a structural assembly (eg a base plate ). Structural assembly can provide physical strength, size conservation, and/or electrical interaction limiting for component circuits included in it. The mobile device support apparatus 102 or the processing circuit 210 may therefore, in some cases, be configured to implement an embodiment of the invention on a single chip or as a single "system on a chip". As such, in some cases, a chip or chip set may be a means to perform one or more operations to provide the functionality described herein.
[035] [035] In some exemplary embodiments, the processing circuit 210 may include a processor 212, and in some embodiments, such as illustrated in Figure 2, it may further include memory 214. The processing circuit 210 may be in communication with or otherwise controlling a communication interface 218 and/or a support services controller 220. As such, the processing circuit 210 may be embodied as a circuit chip (e.g., an integrated circuit chip) configured (e.g. , with hardware, software or a combination of hardware and software) to perform the operations described herein.
[036] [036] The 212 processor can be incorporated in a number of different ways. For example, the processor 212 may be embodied as various processing means, such as one or more of a microprocessor or other processing element, a coprocessor, a controller, or various other computing or processing devices, including integrated circuits such as, for example, an ASIC (application-specific integrated circuit), an FPGA (programmable field gate assembly), or the like. Although illustrated as a single processor, it will be appreciated that processor 212 may comprise a plurality of processors. The plurality of processors may be in operative communication with each other and may be configured together to perform one or more functions of mobile device support apparatus 102, as described herein. The plurality of processors may be incorporated into a single computing device or distributed across a plurality of computing devices collectively configured to function as mobile device support apparatus 102. In some exemplary embodiments, processor 212 may be configured to execute instructions stored in memory 214 or otherwise accessible to processor 212. As such, if configured by hardware or by a combination of hardware and software, processor 212 can represent an entity (e.g., physically embodied in the circuit - in the form of a circuit of processing 210) capable of performing operations in accordance with embodiments of the present invention while configured accordingly. Thus, for example, when processor 212 is incorporated as an ASIC, FPGA, or the like, processor 212 may be hardware specifically configured to perform the operations described herein. Alternatively, as another example, when processor 212 is incorporated as a software instruction executor, the instructions may specifically configure processor 212 to perform one or more of the operations described herein.
[037] [037] In some exemplary embodiments, memory 214 may include one or more non-transient memory devices, such as, for example, volatile and/or non-volatile memory that may be fixed or removable. In this regard, memory 214 may comprise a computer readable non-transient storage medium. It will be appreciated that while memory 214 is illustrated as a single memory, memory 214 may comprise a plurality of memories. The plurality of memories can be incorporated into a single computing device or can be distributed across a plurality of computing devices collectively configured to function as the mobile device support apparatus.
[038] [038] The communication interface 218 may include one or more interface mechanisms to allow communication with other devices and/or networks. In some cases, the communication interface 218 can be any medium such as a device or circuit incorporated in or hardware, or a combination of hardware and software that is configured to receive and/or transmit data to/from a network and/or any another device or module, in communication with the processing circuitry 210. By way of example, the communication interface 218 may be configured to allow the mobile device holder apparatus 102 to communicate with a mobile device(s) 104, terminal(s). user 108, client service center apparatus 110, and/or other computing device over network 106. Therefore, communication interface 218 may, for example, include an antenna (or multiple antennas) and support hardware and/or software to enable communication with a wireless communication network (eg, a wireless local area network, cellular network, and/or others) and/or a communication modem or other hardware/software are to support communication via cable, digital subscriber line (DSL), universal serial bus (USB), Ethernet, or other methods.
[039] [039] In some exemplary embodiments, processor 212 (or processing circuit 210) may be embodied as, including, or otherwise controlling a bearer services controller 220. As such, bearer services controller 220 may be embodied as various means such as circuits, hardware, a computer program product comprising computer readable program instructions stored on a computer readable medium (e.g., memory 214) and executed by a processing device (by example, processor 212), or some combination thereof. Support services controller 220 may be able to communicate with one or more of memory 214 or communication interface 218 to access, receive and/or send data that may be necessary to perform one or more of the functionality of the support services controller 220 as described herein.
[040] [040] Figure 3 illustrates a block diagram of a mobile device 104 according to some example modalities. However, it should be noted that components, devices or elements illustrated and described with respect to Figure 3 below may not be mandatory and therefore some may be omitted in certain embodiments. In addition, some embodiments may include additional or different components, devices or elements in addition to those illustrated and described with respect to Figure 3.
[041] [041] Referring now to Figure 3, mobile device 104 may include or otherwise may be in communication with processing circuit 310 which may be configured to perform the following actions in accordance with one or more example embodiments herein. revealed. In this regard, processing circuit 310 may be configured to perform and/or control the performance of one or more features of mobile device 104 in accordance with various exemplary embodiments, and may thus provide means for realizing mobile device features. 104 in accordance with various exemplary modalities. Processing circuit 310 may be configured to perform data processing, application execution, and/or other processing and management services in accordance with one or more exemplary embodiments. In some embodiments, mobile device 104 or a part(s) or component(s) thereof, such as processing circuitry 310, may be embodied as or comprising a chip set or chip. In other words, mobile device 104 or processing circuit 310 may comprise one or more physical packages (eg, chips), including materials, components, and/or wires in a structural assembly (eg, a base plate). Structural assembly can provide physical strength, size conservation, and/or electrical interaction limiting for component circuits included in it. Mobile device 104 or processing circuit 310 may therefore, in some cases, be configured to implement an embodiment of the invention on a single chip or as a single "system on a chip". As such, in some cases, a chip or chip set may be a means to perform one or more operations to provide the functionality described herein.
[042] [042] In some exemplary embodiments, processing circuit 310 may include a processor 312 and, in some embodiments, such as that illustrated in Figure 3, may further include memory 314. Processing system 310 may be in communication with or otherwise controlling a user interface 316, a communication interface 318, and/or a mobile application controller 320. As such, the processing circuit 310 may be embodied as a circuit chip (e.g., a circuit chip integrated) configured (for example, with hardware, software, or a combination of hardware and software) to perform the operations described here.
[043] [043] The 312 processor can be incorporated in a number of different ways. For example, the processor 312 may be embodied as various processing means, such as one or more of a microprocessor or other processing element, a coprocessor, a controller, or various other computing or processing devices, including integrated circuits such as, for example, an ASIC (application-specific integrated circuit), an FPGA (programmable field gate assembly), or the like. Although illustrated as a single processor, it will be appreciated that processor 312 may comprise a plurality of processors. The plurality of processors may be in operative communication with each other and may be configured together to perform one or more features of mobile device 104, as described herein. In some exemplary embodiments, processor 312 may be configured to execute instructions stored in memory 314 or otherwise accessible to processor 312. As such, if configured by hardware or by a combination of hardware and software, processor 312 may represent a entity (eg physically embedded in the circuit
[044] [044] In some exemplary embodiments, memory 314 may include one or more non-transient memory devices, such as, for example, volatile and/or non-volatile memory that may be fixed or removable. In this regard, memory 314 may comprise a computer readable non-transient storage medium. It will be appreciated that while memory 314 is illustrated as a single memory, memory 314 may comprise a plurality of memories. Memory 314 may be configured to store information, data, applications, instructions and/or the like to enable mobile device 104 to perform various functions in accordance with one or more exemplary embodiments. For example, memory 314 may be configured to buffer input data for processing by processor 312. Additionally or alternatively, memory 314 may be configured to store instructions for execution by processor 312. As yet another alternative, memory 314 may include a or more databases that can store a variety of files, contents or datasets. Among the contents of memory 314, applications may be stored for execution by processor 312 to perform functionality associated with each respective application. In some cases, memory 314 may be in communication with one or more of the processor 312, user interface 316, communication interface 318, or mobile application controller 320 via a bus(es) to pass information between components. of the mobile device 104.
[045] [045] The 316 user interface may be in communication with the 310 processing circuit to receive an indication of a user input on the 316 user interface and/or to provide an audible, visual, mechanical or other output to the user. As such, user interface 316 can include, for example, a keyboard, mouse, joystick, screen, touch screen, microphone, speaker, and/or other input/output mechanisms. As such, user interface 316 may, in some example embodiments, provide means for a user to access and interact with mobile device support services provided by mobile device support apparatus 102 in accordance with various exemplary embodiments.
[046] [046] The communication interface 318 may include one or more interface mechanisms to allow communication with other devices and/or networks. In some cases, the communication interface 318 can be any medium such as a device or circuit incorporated in or hardware, or a combination of hardware and software that is configured to receive and/or transmit data to/from a network and/or any another device or module in communication with the processing circuit 310. By way of example, the communication interface 318 may be configured to allow the mobile device 104 to communicate with the mobile device support apparatus 102 and/or other computing device through of the network 106. Therefore, the communication interface 318 may, for example, include an antenna (or multiple antennas) and support hardware and/or software to enable communication with a wireless communication network (e.g., a wireless network. wireless local area, cellular network, and/or similar) and/or a communication modem or other hardware/software to support communication via cable, digital subscriber line (DSL), bar universal serial port (USB), Ethernet, or other methods.
[047] [047] In some exemplary embodiments, processor 312 (or processing circuit 310) may be embodied as, enclosing, or otherwise controlling a mobile application controller 320. As such, mobile application controller 320 may be embodied as various media such as circuits, hardware, a computer program product comprising computer readable program instructions stored on a computer readable medium (e.g., memory 314) and executed by a processing device (e.g., the processor 312), or some combination thereof. Mobile application controller 320 may be able to communicate with one or more of memory 314, user interface 316, or communication interface 318 to access, receive, and/or send data as may be necessary to perform one or more of the functionality of the 320 mobile app controller as described here. In accordance with some exemplary embodiments, mobile application controller 320 may provide means to implement and control functionality of a mobile application that can be configured to provide support services to mobile devices, perform diagnostics on mobile device 104, and/or interacting with mobile device support apparatus 102 and/or customer service center apparatus 110 in accordance with various exemplary embodiments.
[048] [048] Having now generally described various embodiments of system 100, mobile device support services that may be provided by system 100 will now be described in accordance with various exemplary embodiments. DIAGNOSTIC AND REPAIR SERVICES
[049] [049] Some example modalities offer diagnostic and repair services for mobile devices that facilitate the reduction of the occurrence of NFF returns. According to various exemplary embodiments, these services may, for example, be provided by the mobile device support apparatus 102 under the control of the support services controller 220, by a mobile application operating under the control of the mobile application controller 320 , and/or some combination thereof.
[050] [050] In some example embodiments, a user may register, or opt-in, to receive mobile device support services, as may be provided under some example embodiments. Registration in some exemplary embodiments may, for example, comprise a proactive user action of registering through an internet portal, such as may be provided by mobile device support apparatus 102 and accessible via a mobile device 104 and / or via a user terminal 108, logging via a mobile application that can be implemented on the mobile device 104, and / or the like. As another example, in some example embodiments, registration may occur automatically responsive to user registration in a device protection plan for a mobile device 104, purchase of a device warranty for mobile device 104, purchase of mobile device 104 , and/or the like.
[051] [051] In some embodiments, registration information may be provided by the user and/or determined during the registration process, such as by support services controller 220 and/or mobile application controller 320. This registration information may include enabling information and/or otherwise configuring the provision of device support services such as diagnostics and repair services in accordance with various example embodiments. The registration information may, for example, include information about mobile device 104, such as a mobile device manufacturer 104, a model of mobile device 104, an operating system running on mobile device 104, and/or the like. Additionally or alternatively, the registration information may comprise the user's consent to the performance of one or more services, such as monitoring a mobile device state 104, collecting state data captured through the monitoring and/or the like. The registration information may additionally or alternatively comprise configuration settings to govern the provision of device support services. Support services controller 220 and/or mobile application controller 320 may be configured to determine the registration information, and may be configured to provide one or more device support services disclosed herein in accordance with the registration information. The user may have the possibility to later update registration information, such as configuration settings and/or permissions that may govern the provision of device support services, after registration.
[052] [052] In some example embodiments, the mobile application controller 320 can be configured to monitor a state of a mobile device 104 to collect device state data related to a state of the mobile device 104. Monitoring can, for example, be performed periodically, continuously, periodically according to a schedule, on demand, and/or similar. In this regard, mobile application controller 320 can be configured to proactively monitor a state of mobile device 104 and/or can be configured to monitor a state of mobile device 104 on demand, in response to a user request. In some exemplary embodiments, control by mobile application controller 320 can be performed under the control of and/or with the aid of mobile device support apparatus 102. Monitoring can, for example, be performed with the aid of a or more sensors that can be implemented in the mobile device 104 and/or that can otherwise be consulted by the mobile device 104. By way of non-limiting example, these sensors can include a touch-sensitive screen sensor, the trigger sensor. key (eg by a mini keyboard / keyboard), Global Positioning System (GPS) sensor, accelerometer, battery level sensor, battery capacity sensor, battery temperature sensor, network signal strength sensor, and/or the like.
[053] [053] In some example embodiments, monitoring a state of a mobile device 104 can be performed according to configuration settings that can be configured by the user and/or set automatically, such as during registration for support services. device. For example, configuration settings can define the type(s) of device state data captured in the course of monitoring. In this regard, in some example embodiments, monitoring can be adapted to capture only designated device state data. As another example, configuration settings can drive state monitoring timing, state monitoring frequency and/or the like. In some example modalities, monitoring can be configured automatically, such as through heuristic analysis and/or according to user-defined settings to occur during periods of low mobile device usage 104,
[054] [054] In several instances of modalities, a variety of device state data can be captured by monitoring the state of a mobile device
[055] [055] In some example embodiments, device state data that can be captured by monitoring a device state can include data relating to hardware implemented in the mobile device 104. For example, information can be captured regarding usage such as, by way of non-limiting example, memory usage, processor usage, and/or the like. Hardware usage data may include a snapshot(s) of hardware usage that illustrates usage at one or more points in time and/or a usage trend that illustrates usage over a period of time. As another example, the captured status information may include information about power consumption, battery usage, battery, battery discharge rates, and/or the like, which may, for example, define a consumption rate of instantaneous energy, instantaneous rate of battery discharge, a rate of energy consumption over time, a rate of battery discharge over time, and/or the like.
[056] [056] According to some example embodiments, the captured device state data may additionally or alternatively include information about device settings, system log contents, application log contents, and/or other data elements. As another example, captured device status data may include information about the use of a mobile device 104. For example, information about network usage (e.g., network usage 106), call history information, information Text message history, data about the amount of data transferred over time, and/or the like, can be captured through device state monitoring according to some example modalities.
[057] [057] In some example embodiments, captured device state data may be at least temporarily held locally on a mobile device 104, such as in memory 314. Additionally or alternatively, in some example embodiments, at least a portion of the data Device status data captured to a mobile device 104 may be transmitted to the mobile device holder apparatus 102, where they may be held in memory 214. Device status data conveyed to the mobile device holder apparatus 102 may be pre- processed in some instances to eliminate personal data and / or other sensitive data, as they can particularly identify a user. In embodiments where device status data is maintained in the mobile device support apparatus 102, the device status data may be maintained in a record, such as a database, in association with a respective mobile device 104 from from which a device user, and/or other identifier that can be used to facilitate correlation of device state data with a device and/or device user has been captured.
[058] [058] In embodiments where captured device status data is transmitted to the mobile device support apparatus 102, the device status data may be transferred in accordance with configuration settings which may define a period of time during the which data is sent to the mobile device holder apparatus 102. For example, device status data may be provided to the mobile device holder apparatus 102 during periods of low usage of the mobile device 104, such as during the night. As another example, device status data may be provided to mobile device holder apparatus 102 during periods when mobile device 104 is connected to an external power source, such as when a battery of mobile device 104 may being charged and/or when there is at least a threshold amount of energy remaining in the battery that can power mobile device 104 of some example embodiments. As yet another example, device status data can be provided to the mobile device holder apparatus 102 during periods of low network occupancy 106 as well as to manage the data load on the network 106. As yet another example , in embodiments where a network operator 106 can charge for data transfer, device status data can be provided to mobile device support apparatus 102 during periods of lower data rates.
[059] [059] In some example modalities, such as modalities where a user registers to receive device support services, periodic messages indicative of the types of device state data captured through monitoring to ensure that the user is aware and agrees with the capture settings. Periodic messages may include an option to re-opt in so that a user can confirm their agreement and/or may provide an option to adjust configuration settings to adjust device state data capture and state monitoring settings to their preference .
[060] [060] In some example embodiments, captured device state data can be used to perform device diagnostics for a mobile device 104, in order to identify possible failures that could affect the mobile device 104. Device diagnostics can, for example, be used to determine a predicted failure that has a non-zero probability of affecting the device in the future, or a present failure that may already be affecting the device. In some example embodiments, diagnostics may be performed entirely on mobile device 104, such as by an application running under the control of mobile application controller 320. Additionally or alternatively, in some example embodiments, device diagnostics may be performed by the support services controller 220 via remote diagnostic performance on the mobile device 104 and/or based at least in part on the device status data for the mobile device 104 that can be provided to the mobile device support apparatus 102 by mobile device 104. As yet another example, in some exemplary embodiments, device diagnostics may be performed both on-board mobile device 104 and in the mobile device support apparatus.
[061] [061] In performing device diagnostics, a variety of analytic techniques, heuristic techniques, and/or the like can be used to analyze the collected device state data. In some exemplary embodiments, device diagnostics may be performed based on a knowledge base, such as may be stored and/or otherwise accessible to mobile device support apparatus 102 and/or mobile device
[062] [062] According to another example, one or more fault profiles can be determined based on the collected device state data. Each of the fault profiles may, for example, include information about device settings, such as installed applications, device settings, usage characteristics, or the like, that have been determined, such as based on the aggregated data discussed above, for or give rise to, or increase the likelihood of giving rise to, one or more device failures. Thus, these failure profiles can further comprise statistical information such as the probability that a particular device configuration or a particular aspect of a device configuration would give rise to one or more particular defects. These fault profiles can be stored, for example, in a record such as a database. Thus according to examples employing these failure profiles, possible failures can be determined for a specific mobile device, based at least in part on a comparison between the device state data received from the mobile device and one or more fault profiles. According to an example of an additional modality, possible failures can be determined for a specific mobile device, based at least in part, on a comparison between one or more application profiles for the mobile device and one or more failure profiles.
[063] [063] In some example embodiments, device diagnostics can be performed based at least in part on one or more characteristics associated with the mobile device 104. For example, the diagnostics can take into account the type of device (for example , device manufacturer, device model, and/or similar), device operating system (eg, operating system type, operating system version, and/or similar), and/or other device characteristics can be carried into account in device diagnostics performance. In this regard, in some exemplary embodiments, device diagnostics tailored to the specific characteristics of a mobile device 104 can be performed. In modalities where aggregated device status data from multiple devices and/or knowledge base data is used to perform device diagnostics, device diagnostics can be performed based on data related to devices with identical characteristics or at least substantially similar.
[064] [064] A variety of possible failures can be identified through device diagnostic performance according to various exemplary modalities. For example, an app loaded on a mobile device that contributes to the observation of device performance and misbehavior can be identified. In this regard, some example modalities may identify an application consuming excessive resources such as network bandwidth, messages, processing resources, memory resources, file system resources, and/or the like over time. Additionally or alternatively, some example modalities may identify applications that have a proven history of instability, as can be determined via scanning system logs for errors / exceptions and / or which can be determined to frequently fail and / or require frequent reboot. As yet another example, an underperforming application can be identified based at least in part on applying a rules engine to identify applications that exhibit undesirable behavior. As another example, resource access history, resource access permissions and/or resource access requests can be analyzed to identify applications that may be accessing unsafe resources and/or resources that applications should not be accessing. As yet another example, conflicting applications can be identified through any of the operations discussed immediately above, and additionally or alternatively on the basis of a comparison of a change between two successive application profiles, as discussed below.
[065] [065] According to some example modalities, clues to various app characteristics can be determined for apps loaded on a mobile device. For example, clues to an application's security characteristics, such as whether the application tries to access root-level commands or can write to external storage, can be determined. As another example, clues to an app's privacy characteristics, such as whether the app can access a user's contacts or can carry registration information, can also or, alternatively, are determined. As another example, clues to an application's performance characteristics such as the application's memory requirements or whether the application runs in one or more processes or services at startup can be determined. These indicia may, for example, comprise scores, ratings, or the like, and may, according to example embodiments, be provided to the mobile device.
[066] [066] In some example embodiments, identification of malware or another app behaving badly can, for example, be made based on a comparison of a change between two successive app profiles captured for a mobile device (eg a profile application profile captured before an issue was observed and an application profile captured after an issue was observed). In some example embodiments, system logs and/or application logs can be analyzed to identify applications that frequently crash, have memory leaks, and/or cause other problems. In modalities where aggregated data from multiple mobile devices is leveraged to perform device diagnostics, diagnostics performed on the basis of a dataset for an individual device can be corroborated against and/or against other devices running the same app(s) to determine if an app is causing performance issues or other failures on a device. In some examples of modalities, hardware failures such as may need physical repair or replacement of a mobile device or component can be identified.
[067] [067] In some example embodiments, an indication of the identified failure may be provided to a mobile device user 104 in a case where a potential failure is identified from the device's diagnostic performance on a mobile device 104. As a For example, an alert notification, such as a graphical notification and/or an audible notification, indicative of an identified failure may be provided through the 316 user interface, as for example, under the direction of the support services controller 220 and/ or the mobile application controller 320. Examples of alert notifications that can be provided through a mobile device application are illustrated in Figure 4, Figure 5, and Figure 10, which are further described here below. Additionally or alternatively, an alert indication of an identified failure may be provided to a user via an internet portal which may be provided by mobile device support apparatus 102 and accessible to a user via mobile device 104 and/or a user terminal 108. Examples of indications that can be provided through a portal are illustrated in Figure 9 and Figure 10, which are further described here below.
[068] [068] In some example embodiments, support services controller 220 and/or mobile application controller 320 may be configured to determine a solution, e.g., a potential solution, to an identified failure. As will be appreciated, the solution determined may vary based on the type of failure identified. For example, a solution may involve removing a malicious or incompatible application, which may be affecting device performance. As another example, a solution might include installing an application or application update that might fix or resolve an issue. As yet another example, in a case where the failure may not be easily resolved through remote repair or user action, a proposed solution may comprise instructing the user to return the device to a retail store or service center for repair. or replacement.
[069] [069] According to an example, solutions can be determined based at least in part on solution implementation result information. Solution implementation results can include, for example, information about whether the implementation of a particular solution caused one or more failures to be resolved. Solution implementation results received from a plurality of mobile devices can, like device status data, be aggregated and this aggregated data can be used in device diagnostics and/or solution determinations. Thus, one or more solutions can be determined based at least in part on the collected device state data. According to another example, one or more failure profiles can be determined based on information about solution implementation results received from one or more mobile devices. Each of the fault profiles may, for example, comprise information about device settings, such as installed applications, device settings, usage characteristics, or the like, that have been determined, based on the aggregated data discussed above, or to give cause, or increase the likelihood of causing, one or more device failures. Thus, these failure profiles can further comprise statistical information such as the probability that a particular device configuration or a particular aspect of a device configuration would give rise to one or more particular defects. These fault profiles can be stored, for example, in a record such as a database. Thus according to examples employing these failure profiles, possible failures can be determined for a specific mobile device, based at least in part on a comparison between the device state data received from the mobile device and one or more fault profiles. According to an example of an additional modality, possible failures can be determined for a specific mobile device, based at least in part, on a comparison between one or more application profiles for the mobile device and one or more failure profiles.
[070] [070] In some cases, the solution can be performed automatically to remedy the failure. For example, identified malware can be automatically removed from mobile device 104 in some example modalities. Additionally or alternatively, a user may be prompted with a list of one or more identified solutions and may be asked to confirm that he or she wishes an identified solution to be carried out. For example, a mobile application operating under the control of mobile application controller 320 can prompt a user with an identified solution through the 316 user interface and provide the user with the option to implement the solution. As another example, a user may choose to implement a solution identified through a web portal interface that may be provided by the mobile device support apparatus 102 of some example embodiments.
[071] [071] Figure 4 illustrates an example of a diagnostic alert interface that can be provided according to some example modalities. In this regard, Figure 4 illustrates an example user interface that may be provided on the user's mobile device 104 indicating device diagnostic results in accordance with some example embodiments. It will be appreciated, however, that the example user interface illustrated in Figure 4 as well as those illustrated in Figures 5-10 are each given by way of example and not by way of limitation. In this regard, the embodiments described herein may provide for the user interfaces having alternative selection, arrangement and/or presentation of elements compared to those illustrated in the example user interface screenshots of Figures 4-10.
[072] [072] Referring to Figure 4, the display of device diagnostics results may include an indication 402 of alerts relating to possible failures identified through the device diagnostics performance. User can select to view and investigate alerts, such as by touching indication 402 in modalities where the user interface is displayed on a touch screen. In this regard, the user can be presented with more details about the identified possible faults and/or proposed solutions to the identified faults. The user interface can further provide a summary of the items analyzed through the device diagnostics performance, along with an indication that the item has passed (for example, a checkmark, text description of results, and/or other indication ) or failed (eg, an "X", text description of results, and/or other indication) diagnostics. In the example in Figure 4, the indications 404 and 406 indicate, respectively, that the health of "Device 1" and "Device 2" is "good". Note that "Device 1" and "Device 2" may each comprise any device that can be implemented in a mobile device, including a processor, memory device, Universal Serial Bus port, network card, and/or similar. The example indication 408 indicates the network connection strength (eg "average"). The example indication 410 indicates a level of charge remaining in the battery (eg "70%").
[073] [073] Figure 5 illustrates an example of a solution and diagnostics user interface that can be provided according to some example modalities. In this regard, Figure 5 illustrates an example user interface that may be provided on the user's mobile device 104. The example user interface of Figure 5 includes an indication 502 of alerts relating to possible failures identified through diagnostic performance of device. User can select to view and investigate alerts, such as by touching indication 402 in modalities where the user interface is displayed on a touch screen. In this regard, the user can be presented with more details about the identified possible faults and/or proposed solutions to the identified faults. The example user interface in the Figure may also include support information to allow the user to resolve a problem or failure, as may have been identified through device diagnostics performance. In the example of Figure 5, support information is provided to allow a user to set up a Wi-Fi connection. This support information may include a 504 instructional video. The 504 video may, for example, be provided to the user's mobile device via the network 106 by the mobile device support apparatus 102, such as by streaming. Supporting information may also include 506 instructions, which can provide step-by-step instructions for resolving a problem.
[074] [074] Figure 6 illustrates an example user interface to allow a user to access device support services according to some example modalities. The user interface of Figure 6 can, for example, be provided by a mobile application that can be implemented on a mobile device 104 and/or can be accessed through a web interface that can be provided by the mobile device support apparatus.
[075] [075] As discussed, in some exemplary embodiments, the mobile device support apparatus 102 may be configured to provide a mobile device support portal, such as an internet portal, which is accessible by a mobile device 104 and/or a user terminal 108, such as via a web browser, mobile browser application (eg, a Wireless Application Protocol browser), and/or the like. In some example embodiments the portal can be viewed on a mobile device 104 via a dedicated client application. The portal can provide notification of outstanding issues, such as outstanding alerts regarding failures that may have been diagnosed on the user's mobile device 104. For example, in some example embodiments, a user may be notified of outstanding issues upon arrival or login on the portal. The portal of some example modalities can provide recommended solutions to the identified outstanding issues. In some cases, a solution may comprise instructions that a user can use to manually correct a failure. Additionally or alternatively, in some cases, a solution may comprise a recommendation that, when selected, can automatically resolve a failure.
[076] [076] In some example arrangements, the portal may provide a user with personalized content for a personalized session for the user and their mobile device(s). The portal of some example modalities can allow a user to invoke diagnostics, obtain a device health check, check the status of previously identified problems, instruct the system to load software automatically, request backups of a mobile device, control remotely a mobile device, and/or perform other support services. Support services controller 220 can therefore be configured to communicate with and cause operations to be performed on a mobile device 104 in accordance with user commands received through the portal. Operations performed in accordance with commands received from the user via the portal can, for example, be performed by a client application that can be implemented on the mobile device 104, which can operate under the control of the mobile application controller
[077] [077] The portal may further provide a user with the ability to register or otherwise opt-in to receive various support services and/or to adjust configuration settings for support services. For example, a user may choose to receive proactive notifications of various error / warning / device information scenarios that may require user intervention.
[078] [078] Figures 7-10 illustrate example user interfaces for a mobile device support portal provided according to some example embodiments. As illustrated in Figure 7, the portal can provide the user with device support and troubleshooting information, including device configuration information, device transaction information and/or the like, which can be adapted to the mobile device. user-specific.
[079] [079] In some example embodiments, the portal may provide an interface for the user and/or authorized customer service representative to review applications installed on your device. The interface can include an indication of a threat level (eg, low security risk, medium security risk, high security risk, or the like) of an installed application. Threat level can, for example, be determined based on known characteristics of the application, resource access permissions granted to the application, whether an application developer is trusted, and/or other factors. Additionally or alternatively, the portal may provide an interface for a user to designate specific apps as rejected, blacklisted, or similar, to prevent designated apps from being installed on their device and/or to have an installed app uninstall from their device. In this regard, Figure 8 illustrates an interface with a list of applications along with a status indicator such as "Installed", "Blocked", "High Security Risk", "Medium Security Risk", or other status indication. For example, a "Blocked" app can comprise an app that can be blocked from a mobile device by a user or other entity. An "Installed" application can include an application that is installed that does not pose a security risk. An application labeled as a "High / Medium / Low Security Risk" can be an installed application that is known or determined to pose some level of security risk.
[080] [080] In some example embodiments, the portal may include a log of device events such as may have been collected through device state monitoring over a period of time. This record may be accessible to a user and/or authorized customer service representative. As illustrated in the example in Figure 9, an event log can establish information about the types of events (eg configuration change, installed application, forced device reboot and/or similar), along with all available event details and a date/time the logged event occurred.
[081] [081] As illustrated in Figure 10, in some example embodiments the portal may provide an accessible interface to a user and/or authorized customer service representative indicating device alerts that may have been identified through device diagnostics. Alerts can include an indication of identified blacklisted apps, rejected apps, and/or other issues that can cause a mobile device to crash. A user may still be able to evaluate solutions to identified failures and choose to have the solutions executed. In some example embodiments, a user can be proactively notified of identified faults and/or other alerts on their mobile device while additional details about the alerts can be accessed through the portal.
[082] [082] In some example embodiments, if a solution to a failure or other problem cannot be identified, system 100 may provide escalation to a contact center so that a user can interact with a customer service representative. For example, support services controller 220 and/or mobile application controller 320 can be configured, in a case where it is determined that a solution to an identified failure or other problem cannot be determined automatically, to trigger an escalation to the customer service center appliance. Triggering escalation may include automatically connecting the user to a customer service representative, scheduling a reservation for a support session with a customer service representative, and/or sending a request to the customer service center apparatus 110 to have a contact from the user's customer service representative.
[083] [083] Under various exemplary embodiments, any of a variety of communication technologies can be utilized to facilitate communication between the mobile device user and a customer service representative for an escalated support session. By way of example, a VoIP session, public telephone network (PSTN) voice session, internet chat session, text chat session, email communication, video call, and/or other communication technologies Communication can be used to facilitate communication between the mobile device user and a customer service representative.
[084] [084] Some modalities employ a booking protocol to ensure the user does not have to wait for a customer service representative and to ensure that a reserved customer service representative is not applied for another task. For example, in some example embodiments where a reservation for a customer service representative is scheduled, the user's mobile device 104 can be configured to initiate a session (chat, voice, etc.) with the service center of responsive customer to the reservation. Contact can be intelligently routed to the reserved customer service representative. As another example, a user can elect a means of contact through which the customer service representative contacts the user pursuant to a reservation. In this regard, the booking may specify a contact time and/or a contact method, such as a designated telephone number or contact methodology (eg voice chat, email, etc.).
[085] [085] In some embodiments where a session is intelligently routed to a reserved customer service representative, the telephone call or other forms of communication that can be originated by the mobile device 104, such as under the control of a mobile application that can be deployed on the mobile device, it can be automatically routed directly to the reserved customer service representative. In this regard, known information about the user's identity, unresolved issue, device profile information and/or the like can be leveraged without the user participating in a tracking process, such as an Interactive Voice Response tracking process (IVR), which could be used to determine the user's identity, details about the unresolved issue, and/or the like before referring a user to a live customer service representative. For example, computer telephony can be used to inform the customer service center apparatus 110 of details to facilitate answering the user's question without the need for a tracking process. In some example embodiments, a call initiated from mobile device 104 to the customer service representative can be connected directly without the user even experiencing a "ring" period before connecting.
[086] [086] In some exemplary embodiments, the mobile device support apparatus 102 and/or customer service center apparatus 110 may be configured to select an appropriate customer service representative to resolve the issue. In this regard, customer service representatives with experience in solving the issue at hand, or at least issues of a similar nature, can be intelligently selected.
[087] [087] In some example embodiments, the supporting service controller 220 and/or mobile application controller 320 may be configured to evaluate factors in addition to determining that a solution to an identified failure or other issue may not be automatically determined in evaluating escalate the issue to a customer service representative. For example, issues such as the cost of escalation versus the cost of simply instructing the user to return their device for replacement, the nature of the issue, the likelihood that the customer service representative will be able to resolve the issue, and/or others factors can be considered.
[088] [088] In some example embodiments, the customer service representative may have access to captured device status data, session data relating to automatic attempts to resolve the issue in question, device diagnostic data, and/or others data that can be captured in accordance with various examples of modalities. For example, this data may be provided to customer service center apparatus 110 by mobile device holder apparatus 102 and/or may otherwise be accessible to customer service center apparatus 110. Thus, the service representative can use the data to help support the support session. In this regard, the data can be used so that a user is not burdened with having to explain a problem and to avoid duplicating previously tried solutions that have not been successful.
[089] [089] Some example modalities may use captured device state information to assess the health of a mobile device 104 (including device history) for the purpose of making a competitive offer to buy back the mobile device (for example, asset recovery). This assessment can be,
[090] [090] In some example embodiments, support services controller 220 and/or mobile application controller 320 may be configured to use the captured device state information to assess wireless voice and/or data usage. Support Services Controller 220 and/or Mobile Application Controller 320 can further be configured to determine and make recommendations on wireless data plans available from various compatible carriers based on assessment of wireless voice and/or data usage. thread. For example, if the system determines that a user exhibited habitually high data usage with very low voice usage (eg the case where a VoIP dialer is preferred over carrier minutes), then the system may suggest a switch to another operator that offers preferential rates for fewer voice minutes and higher data rates/permissions. In some examples of such arrangements, a portal that may be provided by the mobile device support device may bundle promotions for a variety of voice and data plans from one or more carriers, and may provide a recommended plan(s) with based on the assessment of historical voice and/or data usage.
[091] [091] Referring now to Figure 11, Figure 11 illustrates a flowchart according to an example method for providing mobile device support services according to some example modalities. In this regard, Figure 11 illustrates operations that can be performed in and/or by a mobile device support apparatus 102 and/or a mobile device 104. The operations illustrated and described with respect to Figure 11 may, for example, be performed by, with the aid of, and/or under the control of one or more of the processing circuit 210, processor 212, memory 214, communication interface 218, support services controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, or mobile application controller 320. Operation 1100 may comprise receiving registration for mobile device support services.
[092] [092] Figure 12 illustrates a flowchart according to an example of method for performing device diagnostics according to some example modalities. In this regard, Figure 12 illustrates operations that may be performed in and/or by a mobile device support apparatus 102 and/or a mobile device 104. The operations illustrated and described with respect to Figure 12 may, for example, be performed by, with the aid of, and/or under the control of one or more of the processing circuit 210, processor 212, memory 214, communication interface 218, support services controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, or mobile application controller 320. Operation 1200 may include monitoring a state of the mobile device. Processing circuit 210, processor 212, memory 214, communication interface 218, support services controller 220, processing circuit 310, processor 312, memory 314, communication interface 318, and/or mobile application controller 320 can, for example, provide the means to carry out an operation
[093] [093] In a case where a fault is identified in operation 1210, the method of Figure 12 may optionally further include operation 1220 1225, 1230, and/or 1235. Operation 1220 may comprise providing an indication of an identified fault . Indication may, for example, be provided via a mobile device user interface and/or may be provided via a mobile device support portal. Processing circuit 210, processor 212, memory 214, communication interface 218, support services controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and/or controller mobile application 320 may, for example, provide means for performing operation 1220. Operation 1225 may comprise receiving information about solution implementation results. As discussed above, solution implementation results can, for example, comprise information about whether one or more solutions were successful in resolving a given failure. Operation 1230 may comprise determining a solution to the identified failure. In some cases, the determined solution can be performed automatically. Alternatively, the determined solution can be provided for review and approval by a user before being executed. Operation 1235 may comprise determining a probability that implementing the solution will resolve one or more of the identified failures. According to some example modalities, determining a solution (operation 1230) may involve using probability information, for example, by determining a solution with the highest probability of solving a given failure. According to another example, probability information can be provided to the user, such as together to provide the determined solution for the user to review and approve. This probability information can, for example, be updated when additional solution implementation results are received. As an additional alternative, if the solution requires user action, such as in a case where the determined solution is to return the mobile device for return or replacement, instructions for carrying out the solution can be provided to the user. Processing circuit 210, processor 212, memory 214, communication interface 218, support services controller 220, processing circuit 310, processor 312, memory 314, user interface 316, communication interface 318, and/or controller mobile application 320 may, for example, provide means for performing operations 1225, 1230, and 1235. SERVICE RESTORATION AND BACKUP
[094] [094] Some example modalities also provide backup and restore services for mobile devices. In particular, support services controller 220 can be configured to maintain a backup record of applications and/or other data installed on a mobile device 104. This record can, for example, be determined based on application profiles which can be captured on the basis of monitoring a state of the mobile device 104 according to one or more previously described embodiments.
[095] [095] In some example embodiments, backup may be an ongoing process, which may back up applications and/or other data installed on a mobile device 104 on an ongoing basis. In this regard, monitoring can be carried out in some example modalities constantly (eg as a background process), periodically, aperiodically, and/or similar, in order to capture information about the applications and/or other data installed on the devices, updates or changes from a previous monitoring cycle, and/or other information that may be captured to facilitate backup and services provided by some exemplary modalities. Additionally or alternatively, in some example modalities, monitoring and backup can be performed on demand.
[096] [096] Device state information that can be captured through monitoring in accordance with some example modalities can be used to provide for activity interception, updates, device changes, storing new data on a device, and/or others as a background process that can be substantially transparent to a user. Changes can be noticed and can be used for the purpose of getting a restorative backup record to a mobile device. A user can opt for the backup service, such as through a registration process. Registration and configuration of the backup process can, for example, be performed via a mobile device service portal which can be provided by the mobile device support apparatus 102. Additionally or alternatively, backup can be a process on demand, as it might be initiated in response to a user request, such as before a user discards an old device for a new or replacement device.
[097] [097] In some example embodiments, a user may be able to configure the types of data that can be backed up. For example, a user can select whether to back up apps, app settings, device settings, contacts, photos, videos, documents, and/or other types of data that can be installed to or otherwise stored in a mobile device.
[098] [098] In a case where a user wishes to restore a backup record to a mobile device, the user may request that a backup record which can be maintained by the mobile device supporting device 102 be restored to a designated mobile device 104. The order may, for example, be made through a mobile application that may operate under the control of mobile application controller 320. As another example, a user may use a mobile device, user terminal 108, or another computing device having access to a mobile device support portal that may be provided by the mobile device support apparatus 102 and send a request to restore the backup record through the portal. In response to the request, support services controller 220 and/or mobile application controller 320 may be configured to restore the backup record to a mobile device 104.
[099] [099] In some example embodiments, a service or application portal dialog can move the user through an automated self-reinstall/restore process. In this regard, in some example modalities, a user may be moved through an automated self-reinstallation / restoration of a mobile device, which may include, for example, application restoration (with settings, preferences, changes made over time to the original/basic user downloaded apps), confidential information such as usernames and passwords, and/or other data. In some exemplary embodiments, a user may be connected to a customer service representative, help desk, or the like, such as via the customer service center apparatus 110 such that the user can be provided with assistance for engage in a restoration process.
[100] [100] Restoring a backup record can be used for a variety of purposes according to several exemplary modalities. As an example, a backup log can be used to facilitate recovery of a mobile device to a last known working condition. So, for example, when the user's mobile device is inoperable due to a failure, as may be determined in accordance with a modality disclosed herein, the user can use the backup record to restore a mobile device to its previous condition, deleting destructive or malicious applications, data or programs. Additionally or alternatively, a backup record can be used to restore a replica of a device state from a lost, stolen or inoperable mobile device to a new or replacement mobile device. Thus, when a user is considered eligible for an update, a backup record can be used to replicate an old device state to the new device.
[101] [101] In some example embodiments, backing up and restoring services may go beyond reinstalling the previously installed application. For example, some example modalities allow restoring customizations, add-ons, and/or other modifications made to apps by the user after downloads of original apps and/or app configuration settings made by the user, configuration settings from device made by the user and/or other similar ones besides installing/reinstalling the apps.
[102] [102] Furthermore, in some example modalities, actions taken by applications can be monitored so that modifications made in response to these actions can be supported. For example, an app can save files and/or other data to a location that is local to the app's space. Some example modalities may monitor for an application saving data and may consequently back up the stored data along with its storage location. Data that can be stored in a single location for a particular application can be backed up without the need for prior notice of an underlying file structure.
[103] [103] For example, a user can download and install an application that allows a user to animate a static image. The user can import a photo and use the app to animate the photo and add a voice over the animated photo to make the photo look like it is animated and talking. The animated photo can be stored by the app in a location for the app. The backup and restore services provided by some example modalities can backup and restore the animated photo in addition to the app, instead of just restoring the app.
[104] [104] As one more example, a user can download and install a game application. The game can track the user's high scores, which can be stored in a local space for the app. Some example modalities may provide for backup and restoration of user's high scores along with the app itself.
[105] [105] As another example, a user can download and install a magazine app allowing a user to read magazines on their mobile device. Some example modalities provide backup and restoration of user magazine subscriptions, bookmarks and other settings, in addition to the magazine application itself.
[106] [106] Some example modalities even provide backup and restore of a mobile wallet. Backing up and restoring a mobile wallet can include backing up and restoring a mobile wallet application, mobile wallet contents, security element provisioning, accreditation, related contact information and/or similar, thus enabling a mobile wallet restored to become authenticated/accredited, provisioned, and usable. Some such example modalities enable the retrieval of a near-field communication (NFC) enabled mobile wallet. As such, backup and restoration services of such example modalities can eliminate an otherwise labor intensive process by quickly restoring the mobile wallet and saving the user from the effort of once again performing credentialing and authentication processes labor intensive. In some example arrangements providing mobile wallet reset/restoration, accreditation and mobile wallet replenishment can be an automated step whereby it is done automatically on behalf of the user with little or no involvement behind the scenes. As another example, mobile wallet restoration can be a user-facilitated process whereby a user can be provided with step-by-step instructions, a phone number or other means of contact through which the user can contact with a customer service representative, and/or the like.
[107] [107] Some example modalities providing backup and restoration of a mobile wallet eliminate the need for the user to remember the steps necessary to fully reinstall the mobile wallet and the individual companies that would otherwise need to be contacted to make the mobile wallet fully functional for the desired operations. In this regard, depending on the mobile wallet provider, a mobile operator, mobile wallet provider, financial institution, a trusted service manager providing the security element (eg an NFC security element), and/or other parties may need to be contacted to fully activate mobile wallet functionality. Some example modalities reduce the burden on users by contacting the relevant authorities to facilitate the provision of device security element to restore the mobile wallet. In this regard, for example, some example modalities track entities that need to be contacted in order to restore a mobile wallet and contact the appropriate entities automatically, semi-automatically, and/or under the guidance of the user.
[108] [108] Referring now to Figure 13, Figure 13 illustrates a flowchart in accordance with an example method for providing backup and restore services in accordance with some example embodiments. In this regard, Figure 13 illustrates operations that may be performed in and/or by a mobile device support apparatus 102 and/or a mobile device 104. The operations illustrated and described with respect to Figure 13 may, for example, be performed by, with the help of, and
[109] [109] Some examples of modalities additionally provide a shredding process that can be triggered to lock and/or wipe the memory of a mobile device, such as a lost or stolen mobile device, a mobile device to be exchanged for an update, a mobile device being sold, and/or the like. Data destruction can, for example, be performed by and/or under the control of support services controller 220 and/or mobile application controller 320.
[110] [110] In some exemplary embodiments, mobile device support apparatus 102 may provide a mobile device support portal that may allow a user to trigger remote data destruction on their mobile device. For example, a user can access the portal, such as via a user terminal 108, or even directly via a mobile device 104 for which data is to be deleted. In some embodiments, mobile device 104 can be synchronized with the portal such that mobile device support apparatus 102 can wipe or otherwise destroy information stored on the device. Additionally or alternatively, the mobile device holder apparatus 102 can transmit a transmission signal over the network 106, which can trigger the mobile device to perform a shredding process for destroying the data stored in the mobile device.
[111] [111] Additionally, or alternatively, in some example embodiments, a shred process can be triggered directly via a mobile device 104, such as via the user interface 316. In this regard, a user can trigger a shred process. destruction that can perform directly on the mobile device.
[112] [112] Some exemplary embodiments facilitate data destruction for a lost or stolen device, even if the device is not accessible over the network 106 by the mobile device support device 102. For example, if a mobile device 104 is not active or does not receive a signal when a user attempts to remotely destroy data stored on the device, the user can select to have the data wiped when the device is booted again, as long as a specified password is not provided. As such, a shred process can be run in response to a predefined number of failures by a user (for example, a malicious user who has found or stolen the device) to enter a correct password during the device's next boot.
[113] [113] In some example embodiments, the mobile application controller 320 can be configured to autonomously destroy data stored on the device in response to predefined criteria indicating that the device has been lost or stolen. For example, if a password is required to unlock or boot a mobile device and an incorrect password is entered a predefined number of times, the mobile app controller 320 can destroy data stored on the device, even in the absence of receiving a command from the device. mobile device support apparatus 102 or other device over network 106. As another example, mobile application controller 320 may be configured to perform a shred process after a predefined period of inactivity (e.g., a predefined number of days of inactivity). inactivity).
[114] [114] The shredding process of some example modalities may wipe and destroy personal information (eg, photos, text messages, images, music, contacts, financial account information, and/or others) that may be stored on the device. . Data can be erased from any and all mobile device memory partitions, either hidden or open to third parties who may handle the device or while in transit for return, renewal, sale or in the hands of an unwanted person. The destruction process of some example modalities can render memory chips, secure digital (SD) cards, and/or other storage mechanisms useless and unrecoverable. In this regard, rather than purging memory in such a way that data can still be extracted based on remaining data left in memory, some example modalities render a memory, chips, SD card, and/or the like totally inaccessible and/or unreadable . For example, some example modalities "shock" or "burn" a memory to make it impossible for anyone to extract any traces of data. Thus, a user can avoid leaving a trail of private data behind that can later be accessed by unauthorized persons. CONCLUSION
[115] [115] Figures 12-14 each illustrate a flowchart of a computer program system, method, and product according to some example modalities. It will be understood that each block in the flowcharts, and combinations of blocks in the flowcharts, can be implemented by various means, such as hardware and/or a computer program product comprising one or more computer readable media having computer readable program instructions stored in it. For example, one or more of the procedures described herein can be carried out by instructions from a computer program of a computer program product. In this regard, the computer program product(s) incorporating the procedures described herein may comprise one or more memory devices of a computing device (e.g., memory 214 and/or memory 314) storing instructions executable by a processor in the computing device (for example, by the 212 processor and/or the 312 processor). In some exemplary embodiments, the computer program instructions of the computer program product(s) incorporating the procedures described above may be stored via memory devices of a plurality of computing devices.
[116] [116] Therefore, blocks of flowcharts support combinations of means to perform the specified functions and combinations of operations to perform the specified functions. It will also be understood that one or more blocks in the flowcharts, and combinations of blocks in the flowcharts, may be implemented by special-purpose hardware-based computer systems that perform the specified functions, or combinations of computer instructions and particular-purpose hardware.
[117] [117] Thus, it will be appreciated by those skilled in the art that example embodiments of the present invention provide a substantial technical contribution to the prior art and, in particular, solve a technical problem, i.e., how to analyze and address failures associated with mobile devices of a in a way that is both accurate and intuitive. In addition, example modalities can provide more technical advantages, such as increased device performance, reliability and stability, giving intuitive tools to address potential device failures.
[118] [118] Many modifications and other embodiments of the inventions set forth herein will come to mind of one skilled in the art to which these inventions pertain having the benefit of the teachings presented in the foregoing descriptions and associated drawings.
Therefore, it is to be understood that the inventions are not to be limited to the specific embodiments disclosed and that modifications and other embodiments are intended to be included within the scope of the appended claims.
Furthermore, although the above descriptions and associated drawings describe example embodiments in the context of certain example combinations of elements and/or functions, it should be taken into account that different combinations of elements and/or functions may be provided by alternative embodiments without depart from the scope of the appended claims.
In this regard, for example, different combinations of elements and/or functions than those explicitly described above are also contemplated as may be set out in some of the appended claims.
Although specific terms are used here, they are used in a generic and descriptive sense and not for limiting purposes.

权利要求:
Claims (72)
[1]
1. Method, characterized in that it comprises: receiving device status data from a mobile device; determining an application profile for the mobile device based at least in part on the device state data, the application profile comprising: first application data representing at least one application installed on the mobile device; first configuration settings data for the at least one app installed on the mobile device; and resource usage of at least one app installed on the mobile device; and receiving aggregated device status data from a plurality of other mobile devices; determining at least one fault profile associated with the plurality of mobile devices based at least in part on the aggregated device state data, at least one of the at least one fault profiles comprising: second application data representing at least one installed application on at least one of the plurality of other mobile devices; second configuration definition data associated with the at least one application installed on at least one of the plurality of other mobile devices; and statistical information relating to a probability that the failure profile will give rise to at least one device failure; and determining one or more possible failures relating to the mobile device based at least in part on future device status data; and cause information about one or more possible failures relating to the mobile device to be provided to the mobile device.
[2]
2. Method according to claim 1, characterized in that the one or more possible failures comprise at least one predictable failure.
[3]
3. Method according to claim 1, characterized in that the one or more possible failures comprise at least one present failure.
[4]
4. Method according to claim 1, characterized in that the one or more possible failures comprise at least one predicted failure and at least one present failure.
[5]
5. Method according to claim 1, characterized in that the one or more possible failures comprise two or more conflicting applications.
[6]
6. Method according to claim 1, characterized in that the determination of one or more possible failures comprises determining at least one application profile.
[7]
7. Method according to claim 6, characterized in that the at least one application profile comprises a first application profile determined in a first time, the method further comprising determining at least a second application profile determined in a second time, and in which the determination of one or more possible failures comprises the comparison between the first and second application profiles.
[8]
The method of claim 1,
characterized by the fact that information relating to one or more possible failures comprises information relating to a comparison between a mobile device performance indication and one or more benchmark performance indications.
[9]
9. Method according to claim 1, characterized in that the information relating to one or more possible failures comprise information relating to applications installed on the device.
[10]
10. Method according to claim 9, characterized in that the information relating to applications installed on the device comprises one or more of the following: identification of applications installed on the mobile device, configuration settings for installed applications, data usage of processor of installed applications, memory usage data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications.
[11]
11. Method according to claim 9, characterized in that the information relating to applications installed on the device comprises one or more marks of one or more application features, the one or more application features comprise one or more of the following : security features, privacy features or performance features.
[12]
12. Method according to claim 1, characterized in that the device status data comprises one or more of: hardware usage data, device definition information, system registry contents, application, a device ID, installed application information, device application data, or device sensor data.
[13]
13. The method of claim 1, wherein the mobile device is a first mobile device, the method further comprising: receiving device status data from a plurality of mobile devices; and aggregating the device status data received from the plurality of mobile devices; wherein the one or more possible failures are identified further based on the aggregated device state data.
[14]
14. Method according to claim 13, characterized in that the determination of one or more possible failures further based on the aggregated device status data comprises: determining, based at least in part on the device status data aggregated, one or more fault profiles; and comparing the device status data received from the first mobile device to the one or more fault profiles.
[15]
15. Method according to claim 1, characterized in that it further comprises determining, based at least in part on the one or more possible failures, one or more solutions to the one or more possible failures.
[16]
16. Method according to claim 15, characterized in that the information relating to one or more failures comprises at least an indication of the at least one solution.
[17]
17. Method according to claim 15, characterized in that the device status data received from the plurality of mobile devices comprises information relating to solution implementation results.
[18]
18. Method according to claim 17, characterized in that it further comprises determining, based at least in part on information relating to solution implementation results, a probability of success for at least one of the solutions.
[19]
19. Method according to claim 15, characterized in that it further comprises making at least one of the one or more solutions be performed automatically.
[20]
20. Method according to claim 15, characterized in that it further comprises receiving an indication of a selection of at least one of the one or more solutions and, in response, making the solution run.
[21]
21. Method according to claim 15, characterized in that it further comprises making one or more solutions be provided through a portal.
[22]
22. Method according to claim 1, characterized in that it further comprises making the information relating to one or more possible failures to be displayed by the mobile device.
[23]
23. Method according to claim 22, characterized in that the information is displayed through an internet portal accessible by the mobile device.
[24]
24. Method according to claim 1, characterized in that it further comprises receiving an escalation request.
[25]
25. Method according to claim 24, characterized in that it further comprises, upon receipt of the climbing request, providing remote control of the mobile device.
[26]
26. Method according to claim 25, characterized in that remote control of the mobile device is provided through a portal.
[27]
27. Apparatus, characterized in that it comprises at least one processor and at least one memory having program code instructions incorporated therein, the at least one memory and program code instructions being configured to, with the at least one processor, directing the apparatus to at least: receive device status data from a mobile device; determining an application profile for the mobile device based at least in part on the device state data, the application profile comprising: first application data representing at least one application installed on the mobile device; first configuration settings data for the at least one app installed on the mobile device; and resource usage of at least one app installed on the mobile device; and receiving aggregated device status data from a plurality of other mobile devices; determining at least one fault profile associated with the plurality of mobile devices based at least in part on the aggregated device state data, at least one of the at least one fault profiles comprising: second application data representing at least one installed application on at least one of the plurality of other mobile devices; second configuration definition data associated with the at least one application installed on at least one of the plurality of other mobile devices; and statistical information relating to a probability that the failure profile will give rise to at least one device failure; and determining one or more possible failures related to the mobile device based at least in part on the device state data, the application profile for the mobile device, and the at least one failure profile, wherein the one or more potential profiles failure comprises at least one predicted failure that has a non-zero probability of affecting the mobile device in the future; and cause information regarding one or more possible failures relating to the mobile device to be provided to the mobile device.
[28]
28. Apparatus according to claim 27, characterized in that the one or more possible failures comprise at least one predictable failure.
[29]
29. Apparatus according to claim 27, characterized in that the one or more possible failures comprise at least one present failure.
[30]
30. Apparatus according to claim 27, characterized in that the one or more possible failures comprise at least one predicted failure and at least one present failure.
[31]
31. Apparatus according to claim 27, characterized in that the one or more possible failures comprise two or more conflicting applications.
[32]
32. Apparatus according to claim 27, characterized in that the apparatus is directed to determine one or more possible failures by determining at least one application profile.
[33]
33. Apparatus according to claim 32, characterized in that the at least one application profile comprises a first application profile determined in a first time, the method further comprising determining at least a second application profile determined in a second time, and in which the determination of one or more possible failures comprises the comparison between the first and second application profiles.
[34]
34. Apparatus according to claim 27, characterized in that the information relating to one or more possible failures comprises information that represents a comparison between a mobile device performance indication and one or more benchmark performance indications.
[35]
35. Device according to claim 27, characterized in that the information relating to one or more possible failures comprise information relating to applications installed on the device.
[36]
36. Device according to claim 35, characterized in that the information relating to applications installed on the device comprises one or more of the following: identification of applications installed on the mobile device, configuration settings for installed applications, usage data. processor of installed applications, memory usage data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications.
[37]
37. Apparatus according to claim 35, characterized in that the information relating to applications installed on the device comprises one or more marks of one or more application features, the one or more application features comprise one or more of the following : security features, privacy features or performance features.
[38]
38. Apparatus according to claim 27, characterized in that the device status data comprises one or more of: hardware usage data, device definition information, system record contents, application, a device ID, installed application information, device application data, or device sensor data.
[39]
The apparatus of claim 27.
characterized in that the mobile device is a first mobile device, the apparatus being further directed to: receive device status data from a plurality of mobile devices; and aggregating the device status data received from the plurality of mobile devices; wherein the one or more possible failures are identified further based on the aggregated device state data.
[40]
40. Apparatus according to claim 39, characterized in that the determination of one or more possible failures further based on the aggregated device status data comprises: determining, based at least in part on the device status data aggregated, one or more fault profiles; and comparing the device status data received from the remote device to the one or more fault profiles.
[41]
41. Apparatus according to claim 27, characterized in that the apparatus is further directed to determine, based at least in part on the one or more possible failures, one or more solutions to one or more potential failures.
[42]
42. Apparatus according to claim 41, characterized in that the information relating to one or more failures comprises at least an indication of the at least one solution.
[43]
Apparatus according to claim 41.
characterized by the fact that the device status data received from the plurality of mobile devices comprises information relating to solution implementation results.
[44]
44. Apparatus according to claim 43, characterized in that the apparatus is further directed to determine, based at least in part on information relating to solution implementation results, a probability of success of at least one of the solutions .
[45]
45. Apparatus according to claim 41, characterized in that the apparatus is further directed to make at least one of the one or more solutions be performed automatically.
[46]
46. Apparatus according to claim 41, characterized in that the apparatus is further directed to receive an indication of a selection of at least one of the one or more solutions and, in response, to make the solution run.
[47]
47. Apparatus according to claim 46, characterized in that the apparatus is further directed to make one or more solutions be provided through a portal.
[48]
48. Method according to claim 1, characterized in that it further comprises making the information relating to one or more possible failures to be displayed by the mobile device.
[49]
49. Method according to claim 22, characterized in that the information is displayed through an internet portal accessible by the mobile device.
[50]
50. Computer program product, characterized in that it comprises a non-transient computer-readable storage medium having program code portions stored therein, the program code portions being configured to, during execution, drive an apparatus to at least: receive device status data from a mobile device; determining an application profile for the mobile device based at least in part on the device state data, the application profile comprising: first application data representing at least one application installed on the mobile device; first configuration settings data for the at least one app installed on the mobile device; and resource usage of at least one app installed on the mobile device; and receiving aggregated device status data from a plurality of other mobile devices; determining at least one fault profile associated with the plurality of mobile devices based at least in part on the aggregated device state data, at least one of the at least one fault profiles comprising: second application data representing at least one installed application on at least one of the plurality of other mobile devices; second configuration definition data associated with the at least one application installed on at least one of the plurality of other mobile devices; and statistical information relating to a probability that the failure profile will give rise to at least one device failure; and identify one or more possible failures related to the mobile device based at least in part on the device state data, the application profile for the mobile device, and the at least one failure profile, wherein the one or more potential profiles failure comprises at least one predicted failure that has a non-zero probability of affecting the mobile device in the future; and cause information regarding one or more possible failures relating to the mobile device to be provided to the mobile device.
[51]
51. Computer program product according to claim 50, characterized in that the one or more possible failures comprise at least one predictable failure.
[52]
52. Computer program product according to claim 50, characterized in that the one or more possible failures comprise at least one present failure.
[53]
53. Computer program product according to claim 50, characterized in that the determination of one or more possible failures comprises determining at least one an application profile.
[54]
54. Computer program product according to claim 50, characterized in that the one or more possible failures comprise two or more conflicting applications.
[55]
55. The computer program product of claim 53, characterized in that the at least one application profile comprises a first application profile determined at a first time, the method further comprising determining at least a second application profile. application determined at a second time, and where the determination of one or more possible failures comprises comparing the first and second application profiles.
[56]
56. Computer program product according to claim 55, characterized in that the information relating to one or more possible failures comprises information representing a comparison between a mobile device performance indication and one or more performance indications of reference.
[57]
57. Computer program product according to claim 53, characterized in that the information relating to one or more possible failures comprises information relating to applications installed on the mobile device.
[58]
58. Computer program product according to claim 57, characterized in that the information relating to applications installed on the device comprises one or more of the following: identification of applications installed on the mobile device, configuration settings for installed applications, processor utilization data of installed applications, memory utilization data of installed applications, crash logs of installed applications, execution data of installed applications, or usage data of installed applications.
[59]
59. Computer program product according to claim 57, characterized in that the information relating to applications installed on the device comprises one or more of the tokens of one or more application features, the one or more application features comprise one or more of the following: security features, privacy features, or performance features.
[60]
60. Computer program product according to claim 50, characterized in that the device status data comprises one or more of: hardware usage data, device settings information, system registry contents, app log contents, a device ID, installed app information, device app data, or device sensor data.
[61]
61. The computer program product of claim 50, characterized in that the mobile device is a first mobile device, the apparatus being further directed to: receive device status data from a plurality of mobile devices ; and aggregating the device status data received from the plurality of mobile devices; wherein the one or more possible failures are identified further based on the aggregated device state data.
[62]
62. Computer program product according to claim 61, characterized in that the determination of one or more possible failures further based on the aggregated device status data comprises:
determining, based at least in part on the aggregated device status data, one or more fault profiles; and comparing the device status data received from the remote device to the one or more fault profiles.
[63]
63. The computer program product of claim 50, characterized in that the apparatus is further directed to determine, based at least in part on the one or more possible faults, one or more solutions to the one or more potential failures.
[64]
64. Computer program product according to claim 63, characterized in that the information relating to one or more failures comprises at least an indication of the at least one solution.
[65]
65. Computer program product according to claim 63, characterized in that the device status data received from the plurality of mobile devices comprises information relating to solution implementation results.
[66]
66. The computer program product of claim 65, characterized in that the apparatus is further directed to determine, based at least in part on information relating to solution implementation results, a probability of success of at least minus one of the solutions.
[67]
67. Computer program product according to claim 63, characterized in that the apparatus is further directed to make at least one of the one or more solutions be performed automatically.
[68]
68. The computer program product of claim 63, characterized in that the apparatus is further directed to receive an indication of a selection of at least one of the one or more solutions and, in response, to make the solution be performed.
[69]
69. Computer program product according to claim 63, characterized in that the apparatus is directed to make one or more solutions be provided by making the one or more solutions be provided through a portal.
[70]
70. A system, characterized in that it comprises: a mobile device comprising at least a first processor and at least a first memory having first program code instructions incorporated therein, the at least one first memory and first program code instructions being configured to, with the at least one first processor, direct the mobile device to at least: collect device state data, transmit the device state data, receive information relating to one or more possible failures relating to the mobile device, and cause information relating to one or more possible faults to be displayed; a mobile device support apparatus comprising at least one second processor and at least one second memory having second program code instructions incorporated therein, the at least one second memory and second program code instructions being configured to, with the atr. minus a second processor, directing the mobile device supporting apparatus to at least: receive the device state data from the mobile device, determining an application profile for the mobile device based at least in part on the device state data , the application profile comprising: first application data representing at least one application installed on the mobile device; first configuration settings data for the at least one app installed on the mobile device; and resource usage of at least one app installed on the mobile device; and receiving aggregated device status data from a plurality of other mobile devices; determining at least one fault profile associated with the plurality of mobile devices based at least in part on the aggregated device state data, at least one of the at least one fault profiles comprising: second application data representing at least one installed application on at least one of the plurality of other mobile devices; second configuration definition data associated with the at least one application installed on at least one of the plurality of other mobile devices; and statistical information relating to a probability that the failure profile will give rise to at least one device failure; and identify one or more possible failures related to the mobile device based at least in part on the device state data, the application profile for the mobile device, and the at least one failure profile, wherein the one or more potential profiles Failure comprises at least one predicted failure that has a non-zero probability of affecting the mobile device in the future, and causing information relating to one or more possible failures relating to the mobile device to be provided to the mobile device.
[71]
71. System according to claim 70, characterized in that the mobile device is a first mobile device, the mobile device support apparatus being further directed to: receive status data from a plurality of mobile devices, and aggregating the device status data received from the plurality of mobile devices; wherein the one or more possible failures are identified further based on the aggregated device state data.
[72]
72. System according to claim 70, characterized in that the mobile support apparatus is further directed to determine, based at least in part on the one or more possible failures, one or more solutions of one or more possible failures , and further wherein the information relating to one or more failures comprises at least an indication of the at least one solution.

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法律状态:
2018-12-04| B06F| Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]|

---

2020-01-14| B06U| Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]|

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2021-09-28| B07A| Application suspended after technical examination (opinion) [chapter 7.1 patent gazette]|

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2022-01-25| B09B| Patent application refused [chapter 9.2 patent gazette]|

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