Patent ID: 8855627
Filing Date: 2014-10-07
Classification: H04L,H04W

Abstract:
1. A computing device for diagnosing problems in a mobile telecommunication user device, the computing device comprising a processing module coupled to a memory having stored thereon a set of instructions which when executed by the processing module cause the processing module to: transmit a monitoring application to a mobile telecommunication user device to record activities of the mobile telecommunication user device and to receive data from a storage of the mobile telecommunication user device; receive the storage data of the mobile telecommunication user device when the storage of the mobile telecommunication user device reaches a preset threshold of occupied space; store the storage data of the mobile telecommunication user device to a data repository; provide a diagnostic application to the mobile telecommunication user device via a communication network, in response to one of a user request for troubleshooting assistance and a mobile telecommunications user device monitoring software identification of an error; obtain a data and program map of the mobile telecommunication user device from the diagnostic application; compare information from the data and program map to the storage data of the mobile telecommunication user device in the data repository; detect an error existing in the mobile telecommunication user device based on the comparison; present an application update as a first possible solution from a series of escalating possible solutions for resolving the error, the series of possible escalating solutions comprise as a last one of the series, a suggestion for a user of the mobile telecommunication user device to visit a nearest available service location; provide, to the user device, the application update updating an application on the user device; determine whether the error has been corrected, and in response to determining the error has not been corrected, delete the application and determine whether the error has been corrected; in response to determining the error has not been corrected, perform a soft reset of the mobile telecommunication user device; and transmit results of the presentation, including error correction data, to a knowledge database when the error has been corrected.