APPARATUS AND METHOD FOR REMOTE TROUBLESHOOTING

摘要

A remote troubleshooting system that involves video, audio and data communications is disclosed. The system can be used for performing remote troubleshooting with the support of distant customer service experts. In troubleshooting applications, the video component of the system originating at factory premises is the main point of interest. For the identification of problems during troubleshooting, good quality video is usually required. If this is not achievable using real-time video transmission, video clips can be transmitted instead and this need not be done in real-time. After the video clip is transmitted, means of synchronisation is incorporated to enable synchronised playback of the video at the troubleshooting site and the customer service centre, thus allowing a site service technician and the customer service expert to view identical videos simultaneously. In addition, visual interactivity is achieved by means of overlaying cursor objects, text and graphics onto the video. Two cursor objects, one from the site service technician and the other from the customer service expert, is displayed on the video or images. The descriptions on the locations as well as the types of objects to be displayed are embedded in a set of data. Thus, the system allows a basis for further troubleshooting sessions and discussions with the aid of video and visual interactivity on top of the audio communication channel. In such an implementation, real-time audio and control data communications is easily achievable, as the bandwidth requirement is not significant.