| 摘要 |
A method for fault diagnosis in a computer system 10 comprises producing a log file 28 of a user's interaction with a Graphical User Interface (GUI) of a user computer, omitting from the log file any text entered by the user during the interaction, and diagnosing the fault by reviewing the log file. Diagnosis of the log file may be done at the computer or transmitted over a computer network for reviewing at a remote computer 12. The log file in addition to the activity log 25 may include information on the hardware or software 27 on the local machine or include screen shots 26 of the GUI. Once reviewed, a solution to the fault may be identified in the form of an action to be performed by the user. This may include a request 31 for further information from the user. The user may view the request 33 at their computer and approve 34 or disapprove the use of any sensitive information. Once approved the software collects the information 35 required and forwards it to the technician 39. The technician can then use this response to create a fix list for the user. The user receives the fix and if they approve it executes each action in the list (Fig 5). |
