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

Claim 11:
12. A method of using a secondary user device to remotely diagnose a fault with a primary user device, the method comprising:
sending a request to diagnose a fault with the primary user device from a secondary user device to a remote computing device, wherein the request is sent over 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 secondary user device with the remote computing device using a secure communication channel which is different to the first communication channel;
connecting the secondary user device with the primary user device using a third communication channel which is different to the secure communication channel;
receiving, at the secondary user device, a command message for the primary user device from the remote computing 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;
sending the command message from the secondary user device to the primary user device over the third communication; and
returning, using the secondary user device, any response to the command message received from the primary user device to the remote computing device, wherein the response is used at least in part to diagnose the fault with the primary user device.