Patent ID: 11917415
Assignee: SUPPORT ROBOTICS LTD
Field: Digital communication (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. A method of using a remote computing device to remotely diagnose a fault with a primary user device, the method comprising:
receiving, at a remote computing device, a request from a secondary user device to diagnose a fault with the primary user device, wherein the request is received on a first communication channel and wherein the primary and secondary user devices are within a user environment and the remote computing device is located in a support centre which is not within the user environment;
connecting, in response to the request, the remote computing device with the secondary user device using a secure communication channel which is different to the first communication channel;
sending, from the remote computing device, a connection command to the secondary user device to connect to the primary user device using a third communication channel which is different to the secure communication channel and thereby allowing communication between the remote computing device and the primary user device via the secondary user device;
sending a command message for the primary user device from the remote computing device to the secondary user device via the secure communication channel, wherein the command message is selected from a command to initiate a diagnostic test and a command to change a configuration setting and is sent from the secondary user device to the primary user device using the third communication channel; and
receiving, in the remote computing device, from the secondary user device via the secure communication channel, any response to the command message issued by the primary user device;
whereby the response is used at least in part to diagnose the fault.