System and method for enhanced diagnostics on mobile communication devices

摘要

A system and method may comprise providing to a device user in response to one of a user request for troubleshooting assistance and a mobile telecommunications user device monitoring software conclusion that a problem exists, a diagnostic application specific to the mobile telecommunication user device of the device user; receiving from the device user an indication of a problem with the mobile telecommunication user device experienced by the device user; selecting an application update; providing to the device user the application update updating an application running on the mobile telecommunication user device; and determining whether the problem has been solved. If determining indicates that the problem has not been solved the method may further include deleting the application and further determining whether the problem has been solved, and if so forwarding problem solution data to a knowledge database.

主权项

1. A computing device for diagnosing problems in a mobile telecommunication user device, the computing device comprising a processing module coupled to a memory having stored thereon a set of instructions which when executed by the processing module cause the processing module to:
transmit a monitoring application to a mobile telecommunication user device to record activities of the mobile telecommunication user device and to receive data from a storage of the mobile telecommunication user device; receive the storage data of the mobile telecommunication user device when the storage of the mobile telecommunication user device reaches a preset threshold of occupied space; store the storage data of the mobile telecommunication user device to a data repository; provide a diagnostic application to the mobile telecommunication user device via a communication network, in response to one of a user request for troubleshooting assistance and a mobile telecommunications user device monitoring software identification of an error; obtain a data and program map of the mobile telecommunication user device from the diagnostic application; compare information from the data and program map to the storage data of the mobile telecommunication user device in the data repository; detect an error existing in the mobile telecommunication user device based on the comparison; present an application update as a first possible solution from a series of escalating possible solutions for resolving the error, the series of possible escalating solutions comprise as a last one of the series, a suggestion for a user of the mobile telecommunication user device to visit a nearest available service location; provide, to the user device, the application update updating an application on the user device; determine whether the error has been corrected, and in response to determining the error has not been corrected, delete the application and determine whether the error has been corrected; in response to determining the error has not been corrected, perform a soft reset of the mobile telecommunication user device; and transmit results of the presentation, including error correction data, to a knowledge database when the error has been corrected.