Louisa L Mak

US Patent:

20060112126, May 25, 2006

Filed:

Nov 16, 2004

Appl. No.:

10/990017

Inventors:

Carlos Soto - Morgan Hill CA, US
Joe Dickens - Santa Clara CA, US
Louisa Mak - Mountain View CA, US
Stan Tomberg - San Jose CA, US
Subhash Tantry - Palo Alto CA, US

International Classification:

G06F 7/00

US Classification:

707102000

Abstract:

A method for efficiently and conveniently providing a remote troubleshooting service, in which a screen window automatically pops up, in response to an incoming call reporting a problem encountered at a client computer, to show the information that is helpful in solving the problem. The calling number or network address associated with the client computer is used as a key to query a database to obtain the helpful information, which is preferably updated periodically by running a software application in the client computer.