| 摘要 |
A system and method is disclosed for communications connectivity failure diagnosis that includes receiving a connectivity failure notice at an on-line center indicative of a communications failure between the on-line center and an in-field product, such as a medical diagnostic device. A software-based non-connect test is manually initiated to confirm a communications failure between the on-line center and the in-field product. Once the communications failure is confirmed, the communications failure is diagnosed by isolating the communications failure through use of the non-connect test and identifying a failure type which indicates what portion of the system failed. The method includes reporting the communications failure for repair, and once repaired, the system conducts a series of tests to confirm proper connectivity and logs the results therefrom. Optionally, the system includes an entitlement check which automatically ensures that a particular customer, or in-field product, is entitled, or under contract, for the diagnostic service. Also, if the fault is not found timely, there are provisions in which the service is escalated to increased levels of support to ensure customer satisfaction.
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