| 摘要 |
<p>A system for remote diagnostic of a digital data processor, e.g., a user's home or office computer, includes a local diagnostic element coupled with the digital data processor that determines the status of the computer and that diagnoses a first set of problems. When the problem cannot be identified locally, a remote communication element, e.g., a modem, permits the local diagnostic element to transmit the status information to a diagnostic element disposed at a remote site. The remote diagnostic element, which can be a computer residing at a manufacturer's, publisher's or reseller's technical support center, responds to the received status information for diagnosing a further or broader class of problems, e.g., using its own expert system software. It is capable of retransmitting status information to a technical support interface in the event that it (the remote diagnosctic element) is unable to diagnose or correct the problem. The technical support interface conveys at least portions of the status information to a human operator, e.g., a staff member at the technical support center, for diagnosis of still further or broader classes of problems.</p> |
