KR20020082933A - A method for repairing troubles of computer through the on-line network - Google Patents

Abstract

If there is a problem with a personal computer (hereinafter referred to as a personal computer) and no connection to the network server, the user is not required to visit an after-service agent. It's about how you can easily check and recover your status.

The process of diagnosing a personal computer, the process of executing a one-touch clinic if there is a problem with the TCP / IP setting, the process of executing remote control permission if the TCP / IP setting is normal or the application program does not work, and the diagnosis. Results If there is a problem with the hardware, a call to a field service person will repair the computer's connection failure online.

If the computer is not connected to the network, users without computer knowledge can easily recover from the online connection failure, and the A / S cost can be reduced by reducing the number of unnecessary trips of A / S personnel. .

Description

A method for repairing troubles of computer through the on-line network}

According to the present invention, when a problem occurs in a personal computer (hereinafter referred to as a PC) of the Internet users and cannot be connected to a network server, an after-service (hereinafter referred to as A / S) agent does not need to visit the user directly. It's about how they can easily check and restore their status. More specifically, Windows provides network configuration that may be a bit complicated for most users, and provides an easy-to-understand interface for users who don't know computers. It is about a computer online repair method on the Internet that provides service personnel with the environment to remotely set up or recover the environment so that they can easily solve the complaints and reduce the number of business trips.

In general, the Internet is not limited to a specific field but is widely used, and the number of Internet users using the Internet is rapidly increasing as it becomes a part of real life.

Accordingly, the number of Internet sites that provide specific services to Internet users is increasing rapidly.

On the other hand, as the number of Internet users rapidly increases, many problems occur when accessing the Internet.

Of course, if you are familiar with computers and networks, you will be able to solve most problems yourself.

However, many users only have a basic knowledge of the Internet and Windows and are unaware of what protocols are actually used on the network or how to change the network configuration.

More realistically, many users don't even know where to control network protocols or even how to actually change the network configuration.

Accordingly, the present invention was devised to solve the above-described problems, and provides an interface that can be easily understood by anyone who is not familiar with computers and network settings of Windows, which may be somewhat complicated for most users. The purpose of this service is to provide online service for computer repair on the Internet, which provides after-sales service personnel with the environment to remotely set up or restore the environment, so that they can easily solve the complaints and reduce the number of business trips. have.

1 is a system configuration according to the present invention,

2 is an exemplary initial screen for implementing the present invention;

3 is an operational flowchart for storing settings for carrying out the present invention;

4 is a diagram illustrating an example of a result screen of diagnosing my computer in the initial screen of FIG. 2;

5 is a view showing another result screen of Diagnosing My Computer in the initial screen of FIG. 2;

6 is an illustration of a consent screen of granting remote control;

7 is a screen example when agreeing to the agreement of FIG. 6;

8 is a view showing another result screen of Diagnosing My Computer in the initial screen of FIG. 2;

9 is a complete system flow diagram of a computer online repair method on the Internet according to the present invention;

FIG. 10 is an operational flowchart of a first process of executing Diagnose My Computer of FIG. 9; FIG.

FIG. 11 is a flowchart illustrating a detailed operation of the first step of FIG. 10;

12 is a flowchart illustrating a detailed operation of the seventh step of FIG. 10;

FIG. 13 is a detailed operation flowchart of the eighth step of FIG. 10;

14 is a flowchart illustrating a second process of executing the one-touch clinic of FIG. 9;

15 is a detailed operation flowchart of the seventh step of FIG. 14;

FIG. 16 is a flowchart illustrating an operation when a server is used in a third process of allowing remote operation of FIG. 9;

FIG. 17 is a flowchart illustrating an operation when a server is not used in the third process of performing the remote operation granting of FIG. 9.

<Description of the symbols for the main parts of the drawings>

10: user computer 20: Internet network

30: server 40: administrator computer

Computer online recovery method on the Internet of the present invention for achieving the above object,

A first step of performing a diagnosis of my computer;

A second step of executing a one-touch clinic if TCP / IP does not work properly by executing Diagnose My Computer in the first step;

A third step of performing remote control permission when executing the diagnosis of my computer in the first step and the TCP / IP setting is correct but the connection to the Internet or another plug-in component does not work properly;

In the first step, if the user cannot solve the hardware problem by executing Diagnose My Computer, the fourth step is to call a travel worker.

Hereinafter, exemplary embodiments of the present invention will be described with reference to the accompanying drawings.

In order to execute the computer online repair method on the Internet according to the present invention, as shown in Fig. 1, a user computer (10) equipped with a program for self-diagnosis and online repair; A server 30 on which a database for online service of checking and treating the state of the user computer 10 is established through the Internet network 20; An administrator computer 40 is connected to the server 30 to remotely control the user computer 10.

FIG. 2 is an initial screen of a user computer 10 for executing a computer online recovery method on the Internet according to the present invention. As shown therein, Save Current Setting (P1) and Diagnosing My Computer ( Diagnostics (P2), One touch clinic (P3), Remote Control (P4), and My Computer Security Guard (P5). It is done.

Saving the settings (P1) saves the settings when the ADSL modem is initially installed or when the Internet is working without any problems in the registry and floppy disk, and uploads the information to the configuration information server. Use these settings to troubleshoot the Internet.

Referring to FIG. 3, the first step in which the staff of the customer support center initially installs the ADSL on the customer's computer, that is, the user's computer 10, and sets up the Internet and the network (S1) is illustrated in FIG. )Wow ; A second step (S2) of storing initial network settings using an auto-recovery CD after setting up the Internet and a network in the first step (S1); After storing the initial network settings in the second step (S2), the third step (S3) in which the settings are stored in a Windows registry which is not easily broken by general users; A fourth step (S4) of storing the settings stored in the Windows registry in the third step (S3) on a floppy disk; After the fourth step S4 is stored as a floppy disk, a fifth step S5 of uploading the setting to the setting management server is performed.

This feature requires only one run when the Internet is running fine.

In the state where the user computer 10 is connected to the server 30 via the internet network 20 by executing the saving settings (P1) as described above, when a problem occurs in the Internet connection, Run Diagnose My Computer (P2) on the initial screen.

Problems that users usually face can be divided into three categories.

The first is a TCP / IP error, the second is an application configuration error, and the last is a hardware error.

If TCP / IP doesn't work properly, there are three problems.

1) Error in TCP / IP Settings

2) TCP / IP Protocol Missing Error

3) Error on hardware (network adapter)

If you're faced with a problem like this, if you're familiar with computers and networks, you can, of course, solve most problems yourself. However, most users only have a basic knowledge of the Internet and Windows and are not really sure what protocols are used on the network or how to change the network configuration.

If you automate the ability to restore these settings to their default values, anyone will be able to recover from any problems with the TCP / IP configuration.

The function created is the “One Touch Clinic” function.

If it is determined that the problem is due to TCP / IP not functioning properly by executing Diagnose My Computer (P2) in the initial screen of FIG. 2, the program will instruct the user to execute a “one touch clinic”.

If there is a problem with the Internet while TCP / IP is working properly, it is most likely a problem with the system program settings.

In this case, please contact customer support to allow remote control of your computer, and our network specialists will review and analyze your computer's settings from a distance to resolve the problem. I can find you.

If the problem turns out to be a hardware failure, most users have no choice but to contact customer support and wait for a service technician.

First, if it turns out to be a problem with the TCP / IP settings according to the result of Diagnosing My Computer (P2), you can restore the network settings to the “One Touch Clinic”.

In case of a TCP / IP configuration error, a window as shown in FIG. 4 appears.

After pressing the "OK" button, the user restores the network settings by executing the one-touch clinic P3 on the initial screen of FIG.

The one-touch clinic P3 automatically recovers the TCP / IP settings when there is an error in the TCP / IP settings.

If saving the settings (P1) was performed before the failure, use the saved information to return to the settings before the failure.If saving the settings (P1) was not performed before the failure, restore the default values provided by the service provider. give.

If the TCP / IP protocol is not installed, the protocol is automatically installed and TCP / IP is set as the default.

You can also add a feature that automatically provides drivers for your network card, but this feature is only available if you know which network card you are using.

On the other hand, Internet applications (IE, e-mail, news programs, etc.) or other plug-in components (mediaplayer, real audio, java applet, flash, etc.) do not work properly even though there are no problems with the TCP / IP configuration. If not, A / S personnel should analyze the customer's computer remotely and remotely to find and repair the problem after requesting after-sales service.

If such a diagnosis result appears, the remote control permission (P4) is executed in the initial screen of FIG.

The remote control permission (P4) is a connection to the Internet or other plug-in components (media player, If real audio, java applet, flash, etc. do not work properly, this function allows the remote control program to run the remote control program to allow the remote control program to analyze the customer's computer from a distance and find and fix the problem. .

When performing the remote operation permitting (P4) as described above, the first described the security problem that can occur by allowing the remote control as shown in Figure 6, and asks the user's consent.

If you do not agree with these items, press the “No” button. Then remote control is not allowed.

If you agree, your computer's IP address will appear as shown in FIG.

After confirming the IP address, contact the after-sales service center to explain the problem and provide this IP address.

A / S personnel then analyzes the customer's computer remotely and remotely using the Remote Control program to detect and repair any problems.

Finally, if there is an error in the hardware configuration as shown in Fig. 8, when the user contacted the after-sales center, the after-sales service person may have a problem after performing some simple checks on the telephone. In this case, a business trip is inevitable.

The user presses the “OK” button and then contact the after-sales center.

On the other hand, to enhance the security of my computer in the initial screen of FIG. ADSL or Cable networks allow end users to be part of a network over the Internet.

Having multiple computers in a single network to enable communication between them means that all of these computers are all connected through the network, and furthermore, other users can access their computers and invade various privacy. It means you can.

Users who are familiar with computer and network security as well as their own computer security will be concerned, but most ordinary users are unaware of how to respond to these privacy breaches or even the possibility of such privacy breaches. Do.

Of course, Enhancing My Computer (P5) isn't a perfect way to secure your computer, and if you have some knowledge of a computer network, you won't need to use it.

Its main purpose is to check and secure basic security problems for beginners who do not have knowledge of computer networks.

In a flowchart illustrating a computer online repair method on the Internet of the present invention operating as described above, as shown in FIG. A second step (200) of executing a one-touch clinic if the TCP / IP does not work properly by executing Diagnose My Computer in the first step (100); In the first step (100), when executing the diagnosis of my computer and the TCP / IP setting is correct, but the connection to the Internet or other plug-in components do not work properly, the third step of performing the remote control permission ( 300); In the first step (100), if the user can not solve the hardware problem by performing the diagnosis of my computer, the fourth step (400) for calling a business trip maintenance.

The first step (100) of executing the diagnosis of the computer may include a first step (101) of executing a ping test using a host name, as shown in FIG. A second step (102) of determining a result of the ping test executed in the first step (101); A third step (103) of executing a ping test using the IP address of the host if the result of the ping test determined in the second step (102) is unsuccessful; A fourth step (104) of determining a result of the ping test executed in the third step (103); A fifth step (105) of determining that the DNS server setting error is successful when the ping test result determined in the fourth step (104) is successful; A sixth step 106 of determining that the ping test result determined in the fourth step 104 is a TCP / IP setting error; Since the sixth step 106 is a TCP / IP setting error, a seventh step 107 of performing a system network setting import; and a system network setting value obtained from the seventh step 107 is set by the service provider. An eighth step 108 of comparing with the value; A ninth step (109) of analyzing a problem according to the set value compared in the eighth step (108), and then moving to a second step (200) of executing a one-touch clinic to process the analyzed problem; A tenth step (110) of executing a ping test of Mail, News, Proxy server, etc. if the TCP / IP setting state is normal when the result of the ping test determined in the second step 102 is successful; An eleventh step (111) of determining a result of the ping test executed in the tenth step (110); A twelfth step (112) of displaying to the server information user when a result of the ping test determined in the eleventh step (111) is unsuccessful; If the result of the ping test determined in the eleventh step 111 is successful, the thirteenth step 113 for checking whether there is another problem because there is no problem in Internet setting; A fourteenth step (114) for determining a result confirmed in the thirteenth step (113); If there is another problem in the result determined in the fourteenth step 114, go to the third process (300) for performing the remote control permission, while if there is no problem to determine that there is no problem in the user's computer A fifteenth step 115 is made.

In the first step 101 of executing a ping test using the host name, as shown in FIG. 11, the ping test is performed using the name of the host (101A), and the output of the ping test is obtained. 101B, the result of the obtained output is analyzed and displayed (101C).

The seventh step 107 of importing the system network settings, as shown in Fig. 12, executes a command according to the type of operating system (OS) to obtain the settings of the user's computer (107A), and the output given above. After analyzing the configuration and importing the settings (107B), it is determined whether the information has been successfully brought through the above procedures (107C), and if that fails, the Windows registry is searched to obtain the network card and TCP / IP information. 107D, on the other hand, if successful, or by terminating 107E after getting the network card and TCP / IP information.

As shown in FIG. 13, the eighth step 108 of comparing the service provider with the default setting value determines whether there is initial recovery information (108A) to compare the setting value, and when there is no initial recovery information. The default settings set by your service provider are included on the AutoRecovery CD, so compare the settings you get from your computer with the service provider's default settings (108B), while in the Windows registry if you have initial recovery information. If the recovery of the settings in the Windows registry fails (108C), the user is asked for the floppy disk where the settings have been stored (108D). If you report a lost / IP configuration disk, this configuration disk will be mailed or After the job is sent by e-mail (108E), the TCP / IP settings are retrieved (108F) and compared with the settings from the user's computer and the settings that were initially prepared (108G).

The second process 200 of executing the one-touch clinic may include a first step 201 of determining whether or not a network card is incorrectly installed or set as shown in FIG. 14; A second step (202) of installing a network card driver using a basic hardware installation process of Windows through an inf file when it is determined that the network card installation error is performed in the first step (201); A third step (203) of determining whether to use an access program after installing a network card driver in the second step (202); A fourth step 204 of determining an error of the access program when the access program is used in the third step 203 or when there is no network card installation error in the first step 201; A fifth step (205) of re-installing the access program, such as copying necessary files to a user's hard disk and changing necessary registry items if it is determined that the access program is an error in the fourth step (204); After reinstalling the access program in the fifth step 205 or when the access program is not used in the third step 203 or when it is determined that there is no error of the access program in the fourth step 204, A sixth step 206 for determining whether there is a TCP / IP setting error; A seventh step (207) of performing TCP / IP setting import when it is determined as a TCP / IP setting error in the sixth step (206); An eighth step (208) of performing TCP / IP setting import in the seventh step (207), and then changing the TCP / IP setting of the Windows registry according to a default value; 9th step 209 of terminating the one-touch clinic program after changing the TCP / IP setting of the Windows registry in the eighth step 208 or if there is no TCP / IP setting error in the sixth step 206. Is done.

In the seventh step 207 of importing the TCP / IP settings, as shown in FIG. 15, the number of settings is performed in the Windows registry (207A). Request (207B), and if the floppy disk is lost, the user can contact the after-sales center to report the loss of the TCP / IP configuration disk. After sending by mail (207C), TCP / IP settings are retrieved (207D).

The third process 300 for executing the remote control permission is performed by dividing the server into a case of using a server (3A) and a case of not using a server (3B).

First, when using the server (3A), as shown in Figure 16, the first step (3A1) for confirming the user's intention after displaying the remote control agreement agreement; A second step (3A2) of executing a remote control permission program when the agreement is agreed in the first step (3A1); A third step (3A3) for requesting the user's name, telephone number, and problem description after the remote control permission program executed in the second step (3A2) is executed with the designated password; A fourth step (3A4) in which information of the user requested in the third step (3A3) is transmitted to the remote control application server; A server receiving the user information in the fourth step (3A4), transmitting a user's request to the A / S personnel in a first-in first-out (FIFO) manner; A sixth step (3A6) in which the technician of the service center receiving the user's request in the fifth step (3A5) accesses to the IP address provided by the user using the remote control program and has control of the user computer; A sixth step (3A7) of terminating the connection by allowing the remote control to terminate the program after analyzing and solving the problem by the technician having control of the user computer in the sixth step (3A6); In the seventh step 3A7, if the remote control permitting program is terminated or the first step 3A1 is not agreed to the terms, the eighth step 3A8 returns to the main screen.

On the other hand, when not using the server (3B), as shown in Figure 17, the first step (3B1) for confirming the user's intention after displaying the remote control agreement agreement; A second step (3B2) of executing a remote control permission program if the terms and conditions are agreed in the first step (3B1); A third step (3B3) of displaying a user's IP address on the screen after the remote control permission program executed in the second step (3B2) is executed with a specified password; If the user's IP address is displayed on the screen in the third step (3B3), the user contacts the service center to provide the IP address of his computer and the fourth step (3B4) for explaining the problem; A fifth step (3B5) in which the technician of the service center having the problem described by the user in the fourth step (3B4) has access to the IP address provided by the user using the remote control program and has control of the user computer; A sixth step (3B6) of terminating the remote control permission program by terminating the connection after the technician having control of the user computer analyzes and solves the problem in the fifth step (3B5); In the sixth step 3B6, if the remote control permission program is terminated or if the agreement is not accepted in the first step 3B1, a seventh step 3B7 returns to the main screen.

As described in detail above, the on-line computer repair method on the Internet according to the present invention can provide faster after-sales service and at the same time reduce the number of unnecessary trips, thereby reducing the after-sales cost, and providing users with special knowledge about computers. Since it is designed to be easily used by anyone without it, unnecessary A / S inquiries will also be reduced, thereby increasing customer satisfaction by reducing A / S costs.

Although the invention has been described in detail only with respect to specific examples, it will be apparent to those skilled in the art that various modifications and variations are possible within the spirit of the invention, and such modifications and variations belong to the appended claims.

Claims (9)

A first step of performing a diagnosis of my computer; A second step of executing a one-touch clinic if TCP / IP does not work properly by executing Diagnose My Computer in the first step; A third step of performing remote control permission when executing the diagnosis of my computer in the first step and the TCP / IP setting is correct but the connection to the Internet or another plug-in component does not work properly; And a fourth step of calling a travel service representative when the user is unable to solve the hardware problem by executing Diagnose My Computer in the first step. The method of claim 1, The first process of performing the diagnosis of my computer, A first step of executing a ping test using the host name; A second step of determining a result of the ping test executed in the first step; A third step of executing a ping test using an IP address of a host when a result of the ping test determined in the second step is failed; A fourth step of determining a result of the ping test executed in the third step; A fifth step of determining as a DNS server setting error when the ping test result determined in the fourth step is successful; A sixth step of determining that the ping test result determined in the fourth step is a TCP / IP setting error; A seventh step of performing a system network setting import because the TCP / IP setting error is performed in the sixth step; An eighth step of comparing the system network setting value obtained in the seventh step with the basic setting value of the service provider; A ninth step of analyzing a problem according to the set value compared in the eighth step and moving to a second step of executing a one-touch clinic to process the analyzed problem; A tenth step of executing a ping test of Mail, News, Proxy server, etc. if the TCP / IP setting state is normal when the result of the ping test determined in the second step is successful; An eleventh step of determining a result of the ping test executed in the tenth step; A twelfth step of displaying to the server information user when a result of the ping test determined in the eleventh step is unsuccessful; If the result of the ping test determined in the eleventh step is successful, there is no problem in the Internet setting; A fourteenth step of determining a result confirmed in the thirteenth step; If there is another problem in the result determined in step 14, the process proceeds to the third step of performing the remote control permission, whereas if there is no problem, the step 15 is made to determine that there is no problem in the user's computer. Features an online computer recovery method. The method of claim 2, The first step of executing a ping test using the host name, A method of recovering a computer online by executing a ping test using a host name, obtaining an output of the executed ping test, and analyzing and displaying the result of the imported output. The method of claim 2, A seventh step of obtaining the system network settings, To get the settings of the user's computer, execute the command according to the type of operating system (OS), analyze the output given above, import the settings, and determine whether the information is successfully brought through the above procedures. If the method fails, it retrieves the network card and TCP / IP information by searching the registry of Windows. On the other hand, if the method succeeds or imports the information of the network card and TCP / IP, the computer online recovery method is performed. The method of claim 2, An eighth step of comparing with the service provider's default setting value, In order to compare the setting values, it is determined whether there is initial recovery information. If there is no initial recovery information, the default value set by the service provider is included in the auto recovery CD. Compare the default settings and, if there is initial recovery information, perform a number of settings in the Windows registry. If the number of settings in the Windows registry fails, the user will be prompted for a floppy disk with the settings saved and the floppy disk with the settings lost. In this case, if the user reports the loss of the TCP / IP setting disk by contacting the A / S center, the TCP / IP setting can be set after the configuration information disk is mailed or the e-mail is sent by the user's request. Recall and import settings from user's computer How online computer repair, characterized in that the comparison made by. The method of claim 1, The second process of executing the one-touch clinic, A first step of determining whether the network card is installed or set incorrectly; A second step of installing a network card driver using a basic hardware installation process of Windows through an inf file, if it is determined as a network card installation error in the first step; A third step of determining whether to use an access program after installing the network card driver in the second step; A fourth step of determining an error of the access program when the access program is used in the third step or when there is no network card installation error in the first step; A fifth step of re-installing the access program, such as copying necessary files to a user's hard disk and changing necessary registry items, if it is determined that the access program is an error in the fourth step; After re-installing the access program in the fifth step or when the access program is not used in the third step or when it is determined that there is no error of the access program in the fourth step, it is determined whether a TCP / IP setting error occurs. The sixth step; A seventh step of obtaining a TCP / IP setting when it is determined as a TCP / IP setting error in the sixth step; An eighth step of importing the TCP / IP settings in the seventh step and then changing the TCP / IP settings of the Windows registry according to the default values; After changing the TCP / IP setting of the Windows registry in the eighth step or if it is determined that there is no TCP / IP setting error in the sixth step, the computer online recovery comprising the ninth step of terminating the one-touch clinic program Way. The method of claim 6, The seventh step of performing the import of the TCP / IP settings, By retrieving the settings from the Windows registry, If the number of settings fails, ask the user for a floppy disk where the settings are stored. If the floppy disk is lost, the user can contact the A / S center to report the loss of the TCP / IP configuration disk. If the configuration information disk is delivered by mail or the configuration information file is sent by e-mail, An online computer recovery method comprising recovering TCP / IP settings. The method of claim 1, The third process of performing the remote operation granting, In case of using server and not using server If you are using a server, A first step of confirming the user's intention after displaying the remote control agreement agreement; A second step of executing a remote control permission program when agreeing to the terms in the first step; A third step of requesting a user's name, telephone number, and problem description after the remote control permission program executed in the second step is executed with the specified password; A fourth step of transmitting information of a user requested in the third step to a remote control subscription server; A fifth step of transmitting the user information to the A / S personnel in a first-in first-out (FIFO) manner; A sixth step of controlling the user's computer by accessing the IP address provided by the user using a remote control program by a technician of the service center receiving the user's request in the fifth step; A sixth step of terminating the remote control permission program by terminating the connection after analyzing and solving a problem by a technician having control of the user computer in the sixth step; And an eighth step of returning to the main screen if the remote control permission program is terminated in the seventh step or if the agreement is not accepted in the first step. The method of claim 1, The third process of performing the remote operation granting, If you are not using a server, A first step of confirming the user's intention after displaying the remote control agreement agreement; A second step of executing a remote control permission program when agreeing to the terms in the first step; A third step of displaying a user's IP address on a screen after the remote control permission program executed in the second step is executed with a specified password; If the user's IP address is displayed on the screen in the third step, the user contacts a service center and provides the IP address of his computer; A fifth step in which the technician of the service center having the problem described by the user in the fourth step has a control of the user computer by accessing the IP address provided by the user using the remote control program; A sixth step of terminating the remote control permission program by terminating the connection after the technician having control of the user computer analyzes and solves the problem in the fifth step; And a seventh step of returning to the main screen if the remote control permission program is terminated in the sixth step or if the agreement is not accepted in the first step.