Abstract:
A remote management system employs multiple wireless links, which may include a local wireless link and a remote wireless link. The remote wireless link may be in place between a troubleshooting device held by a person located at a service site, and a remote service center for a service provider, such as an Internet service provider. The local wireless link may be in place between the person at the service site and the equipment needing service, such as a DSL model provided by the service provider. Establishing the multiple links allows the service provider to troubleshoot the equipment, without incurring the substantial cost of sending a specialized service technician to the service site. As examples, the troubleshooting device may be a smart phone, the remote wireless link may be a cellular connection, and the local wireless link may be a Bluetooth or NFC connection.

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application claims priority to provisional application Ser. No. 61/863,114, filed Aug. 7, 2013, which is incorporated by reference in its entirety. 
     
    
     TECHNICAL FIELD 
       [0002]    This disclosure relates to management and troubleshooting of devices at locations that are remote from an operations center for a service provider. 
       BACKGROUND 
       [0003]    Rapid advances in electronics and communication technologies, driven by immense customer demand, have resulted in the widespread adoption of an extremely broad array of electronic devices in every aspect of society. For example, some estimates put the number of subscriber connections for cellular phones in use around the world at nearly 80% of the world&#39;s population. As another example, broadband Internet access is commonly available in the home, and provisioned with customer premises equipment such as DSL and cable modems, wireless routers, and network devices such as switches and hubs. It can be quite costly for a service provider to perform a service call and send a technician to the customer site for troubleshooting. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0004]      FIG. 1  shows an example network diagram. 
           [0005]      FIG. 2  shows an example management system. 
           [0006]      FIG. 3  shows an example of logic that may be executed at the management system. 
           [0007]      FIG. 4  shows an example of a diagnostic device. 
           [0008]      FIG. 5  shows an example of logic that may be executed by the diagnostic device. 
           [0009]      FIG. 6  shows additional examples of network diagrams. 
       
    
    
     DETAILED DESCRIPTION 
       [0010]      FIG. 1  shows an example network  100  that shows a management system  102  in communication with a service location  104 . The network  100  is one of many possible examples of architectures applicable to the management techniques discussed below. The network  100  connects the management system  102  to the service location  104  through one or more intermediate networks  106 . In the path toward the service location  104  there may be, for example, a central office  108 , and an access network  110 . 
         [0011]    As just one example, the management system  102  may be a facility associated with a network operator who provides any combination of services to customers, such as voice services, Internet (or other data) services, and phone services. The management system  102  may connect through the networks  106  to a central office  108 . The central office  108  in turn connects to the service location  104  through access networks  110  which may include phone lines (e.g., for DSL Internet service), cable lines (e.g., for Cable Internet service), Radio Frequency (RF), Satellite, microwave, or other links. The service location  104  may be a home, a business, a government location, or other location that obtains services from the network operator. 
         [0012]    At the management system  102 , technicians  112  may be employed to help an individual  114  present at the service location  104  (e.g., a customer in their home) troubleshoot equipment at the service location  104 . The management system  102  may be local or remote with respect to the service location  104 . Further, while the management system  102  may be associated with the network operator, other third party management systems may also provide the same or similar functionality. For example, the manufacturer of a DVR or any other type of device may operate its own management system, and provide a configuration or maintenance service to purchasers of its devices. Regardless of the location of the management system  102 , or the entity operating the management system  102 , it may be economically costly to perform a service call to send a technician to the service location  104  to assist with troubleshooting. The techniques described below help avoid the cost of a service call, and have other advantages as well. 
         [0013]    At the service location  104  there may be many different types of equipment  116 , any of which may be subject to management actions by the management system  102 . The management actions may include actions such as troubleshooting, configuration, and software and firmware upgrades, as examples. Continuing the example of the network operator, the service location  104  may include equipment such as a network interface device  118  (e.g., a DSL modem or cable modem), a wireless router  120 , and a network switch  122 . Additional examples of equipment include the computers  124 , printers  126 , displays  128 , network attached storage (NAS)  130 , scanners  132 , and game systems  134  connected to the network either wirelessly or in a wired manner, e.g., via Ethernet. 
         [0014]    At the service location  104 , the individual  114  interacts with a diagnostic device  136 . The diagnostic device  136  may run a diagnostic application  138 . As one example, the diagnostic device  136  may be a smartphone with multiple communication interfaces. The diagnostic device  136  may, for example, communicate over a first wireless link  140 , in some instances referred to below for clarity as a wireless diagnostic link. The first wireless link  140  may be, as examples, a cellular telephony link (e.g., a GSM, 2G, 3G, or 4G/LTE link) or a Voice over Internet Protocol (VoIP) link to a cellular base station  141  that is also in communication with the management system  102 . The diagnostic device  136  may also communicate with any of the equipment at the service location  104  using a second wireless connection  142 , in some instances referred to below for clarity as a wireless analysis link. As examples, the second wireless connection  142  may be a Bluetooth™ connection, a Near Field Communications (NFC) connection, a wireless network (WiFi) connection, a WiFi direct link, or another type of wireless connection. 
         [0015]    The second wireless connection may be a local link in the sense that it exists between the diagnostic device  136  and a particular piece of equipment in the service location  104 . The first wireless link may be a remote link in the sense that it connects the diagnostic device  136  to the possibly more distant management system  102 . For the purposes of discussion below, the first wireless link (e.g., a cellular telephony link) is referred to as a wireless “diagnostic” link. The second wireless link (e.g., a Bluetooth™ link) is referred to as a wireless “analysis” link. 
         [0016]    In that regard, the wireless diagnostic link may transmit and receive, as examples, management commands  144 , management data  146 , and management instructions  148 . The management commands  144  may, as a few examples, instruct the diagnostic device  136  to connect to a piece of equipment, run a test on the equipment, gather data from the equipment, install firmware on the equipment, or set configuration settings on the equipment. The management data  146  may provide the configuration settings, the firmware, or specify data for the tests, as examples to the diagnostic device  136  and the equipment  116 . The management data  146  going back to the management system  102  may include, the test results, configuration parameters, current firmware version, video or audio captured by the diagnostic device (e.g., through an onboard camera and microphone), and other data characteristic of the Device Under Test (DUT) that the diagnostic device  136  may sense, or that the DUT may report, e.g., temperature, fan speed, up-time, OS or other software version, service performance data (e.g., data rate, error rate, latency, jitter, and the like) port status, model number, serial number, link status, memory configuration, and other equipment characteristics. The management instructions  148  may specify operations for the individual  114  to perform, such as install or run the diagnostic application  138 , bring the diagnostic device within local wireless range of the DUT, or perform specified actions on the equipment, as examples. 
         [0017]    The wireless diagnostic link may also push a diagnostic application  150  to the diagnostic device  136 . In that respect, the management system  102  may cause transmission of the diagnostic application  150  over the first wireless link  140  to the diagnostic device  136  (e.g., to a smartphone). The management system  102  may also instruct the diagnostic device  136  to install and execute the diagnostic application. 
         [0018]    As one example, the wireless analysis link may operate according to Android™ operating system (OS) NFC technologies such as Android Beam or S-Beam. The diagnostic device  136  may thereby, for example, use NFC to initiate Bluetooth™ operation on the equipment and the diagnostic device  136 , pair them, perform management actions, and disable the Bluetooth™ link once the management actions are complete. 
         [0019]    One use case is that the individual  114  detects, for example, a network fault and calls the management system  102  for their network operator, e.g., on the individual&#39;s smart phone, thereby establishing the diagnostic link. On the call, the technician  112  attempts to manage the network interface device  118  using the access network  110 . If the technician  112  is unsuccessful, then the technician  112  may push the diagnostic application  150  to the smartphone. The technician  112  may then instruct the individual  114 , e.g., via the voice connection, or through instructions delivered through the diagnostic application  150 , to stand within Bluetooth™ range of the network interface device  118 . The smartphone and the network interface device  118  establish a Bluetooth™ link as the analysis link. Once established, the technician  112  may instruct the diagnostic application  150  and the individual  114  to execute management actions on the network interface device  118  to, e.g., find and correct network configuration faults and restore Internet service. 
         [0020]      FIG. 2  shows an example management system  200 , which illustrates one possible architecture for the management system  102  in  FIG. 1 . The management system  200  includes a communication interface  202 , diagnostic logic  204 , and a user interface  206 . The communication interface  202  may include one or more Ethernet ports, cellular telephony interface, or any other type of wired or wireless communication interface for performing the communications described above with respect to  FIG. 1 . The communication interface  202  sends and receives, e.g., the management commands  144 , management data  146 , as well as management instructions  148  and the diagnostic application  150 . 
         [0021]    The user interface  206  may display, for example, a graphical user interface (GUI)  210 . The user interface  206  may process any of the management commands  144 , management data  146 , and management instructions  148 , or any other data, and display through the GUI  210  any type of equipment management interface  212 , such as a troubleshooting interface, configuration interface, or upgrade interface. The equipment management interface  212  may visualize, as just a few examples, configuration settings, port activity and status, software versions, port parameters, or any other data concerning the DUT. The equipment data drives the visualization, analysis, and management of the equipment, which the diagnostic logic  204  may carry out. The user inputs  214  provide keyboard, mouse, voice recognition, touchscreen, and any other type of input mechanisms for technician interaction with the management system  200 . 
         [0022]    The diagnostic logic  204  may be implemented in hardware, software, or both. In one implementation, the diagnostic logic  204  includes one or more processors  216  and memories  218 . The memory  218  may store diagnostic instructions  220  (e.g., program instructions) for execution by the processor  216 . The diagnostic instructions  220  may carry out equipment management using the local and remote wireless links. The diagnostic instructions  220  may generate the GUI  210 . The diagnostic instructions  220  may also receive diagnostic input from the GUI  210  and in response generate and send or receive diagnostic commands  224 , diagnostic data  226 , diagnostic information  228 , and diagnostic applications  230  to and from the diagnostic device  136 . The management system  102  may store a library of diagnostic applications, any of which it may push to the diagnostic device  136  and that is suitable for particular types of equipment (e.g., a DSL modem diagnostic app, and a color laser printer diagnostic app), types of problems encountered (e.g., loss of Internet connectivity, or inability to connect to a wireless router), or types of management actions to perform (e.g., to upgrade firmware, or run periodic maintenance checks). 
         [0023]    In other implementations, the diagnostic instructions  220  implement an automated response system. That is, it is not necessary for a live technician  112  to be available to assist the individual  114 . As one example, the automated response system may include a voice recognition system that facilitates voice driven troubleshooting with the individual  114 . In other implementations, the diagnostic instructions  220  may implement interactive touch-tone menu functionality for troubleshooting, optionally including Interactive Voice Response (IVR) functionality. 
         [0024]      FIG. 3  shows an example of logic  300  that may be executed at the management system  102 , e.g., as the diagnostic instructions  220 . The logic  300  includes establishing a wireless diagnostic link to a diagnostic device ( 302 ). The wireless diagnostic link may be a cellular telephony link, for example, over which an individual  114  may communicate with a technician  112 . When the individual  114  has a diagnostic device  136  available, the logic  300  may determine whether a diagnostic application is available for handling the issue at hand ( 312 ). If so, the logic  300  may make available a diagnostic application  138  to the diagnostic device  136  ( 314 ). For example, the logic  300  may automatically push the diagnostic application  138  to the diagnostic device  136 , may provide instructions to the individual  114  for downloading the diagnostic application  138 , or may otherwise make the diagnostic application  138  available to the individual  114 . 
         [0025]    The logic  300  may then communicate a wireless analysis link establishment command over the wireless diagnostic link to the diagnostic device ( 304 ). The command may be configured for execution by the diagnostic application  138 , for example. Alternatively, the command may be one that that the individual  114  can perform using the existing capability of the diagnostic device  136 , such as creating a Bluetooth link to the DUT. The logic  300  also receives, over the wireless diagnostic link, from the diagnostic device, wireless-analysis-link-obtained diagnostic information concerning equipment at the service location ( 306 ). In other words, the management system  102  receives information about the DUT that the diagnostic device  136  has obtained through the local wireless analysis link (e.g., the Bluetooth link to the equipment). 
         [0026]    Responsive to the wireless-analysis-link-obtained diagnostic information, the logic  300  may select a management command ( 308 ). The management command may, as one example, be a troubleshooting action determined by analysis of the diagnostic information in comparison with or with reference to equipment troubleshooting information. The management system  102  may maintain a database of equipment troubleshooting information specific to any particular equipment that the management system  102  handles. The logic also communicates the management command, data, and instructions over the wireless diagnostic link to the diagnostic device  136  at the service location ( 310 ). The management action may be, for example, instructions to the individual  114  to perform, may be actions for the diagnostic application  138  to perform, may be actions for the equipment to perform, or may be an action for another entity to perform. 
         [0027]    The logic  300  may continue to execute management actions until a particular management goal is resolved ( 316 ). The logic  300  may also determine to end the management activity at any time ( 318 ). In addition, the logic  300  may perform as many different management actions as desired ( 320 ), for example, troubleshooting an Internet connectivity problem, then upgrading DSL modem firmware, then resetting the DSL modem, and then confirming proper Internet connectivity when the DSL modem restarts. When the logic  300  has not further actions to perform, it may send the diagnostic device an instruction to terminate the wireless analysis link, and may also terminate the wireless diagnostic link ( 322 ). 
         [0028]      FIG. 4  shows an example of a diagnostic device  400 . The diagnostic device  400  is a smartphone in this example, but the diagnostic device may be any electronic device capable of establishing a local wireless connection to DUT. The diagnostic device  400  may support one or more Subscriber Identity Modules (SIMs), such as the SIM1  402  and the SIM2  404 . Electrical and physical interfaces  406  and  408  connect SIM1  402  and SIM2  404  to the rest of the user equipment hardware, for example, through the system bus  410 . 
         [0029]    The diagnostic device  400  includes a communication interface  412 , system logic  414 , and a user interface  418 . The system logic  414  may include any combination of hardware, software, firmware, or other logic. The system logic  414  may be implemented, for example, in a system on a chip (SoC), application specific integrated circuit (ASIC), or other circuitry. The system logic  414  is part of the implementation of any desired functionality in the diagnostic device  400 . In that regard, the system logic  414  may include logic that facilitates, as examples, running applications; accepting user inputs; saving and retrieving application data; establishing, maintaining, and terminating cellular phone calls or data connections for, as one example, Internet connectivity; establishing, maintaining, and terminating wireless network connections, Bluetooth connections, or other connections; and displaying relevant information on the user interface  418 . The user interface  418  may include a graphical user interface, touch sensitive display, voice or facial recognition inputs, buttons, switches, speakers and other user interface elements. 
         [0030]    In the communication interface  412 , Radio Frequency (RF) transmit (Tx) and receive (Rx) transceivers  430  handle transmission and reception of signals through the antenna(s)  432 . The communication interface  412  may include one or more transceivers. The transceivers may be wireless transceivers that include modulation/demodulation circuitry, digital to analog converters (DACs), shaping tables, analog to digital converters (ADCs), filters, waveform shapers, filters, pre-amplifiers, power amplifiers and/or other logic for transmitting and receiving through one or more antennas, or (for some devices) through a physical (e.g., wireline) medium. 
         [0031]    As one implementation example, the communication interface  412  and system logic  414  may include a BCM2091 EDGE/HSPA Multi-Mode, Multi-Band Cellular Transceiver and a BCM59056 advanced power management unit (PMU), controlled by a BCM28150 HSPA+ system-on-a-chip (SoC) baseband smartphone processer or a BCM25331 Athena™ baseband processor. These devices or other similar system solutions may be extended as described below to provide the additional functionality described below. These integrated circuits, as well as other hardware and software implementation options for the diagnostic device  400 , are available from Broadcom Corporation of Irvine Calif. 
         [0032]    The transmitted and received signals may adhere to any of a diverse array of formats, protocols, modulations (e.g., QPSK, 16-QAM, 64-QAM, or 256-QAM), frequency channels, bit rates, and encodings. As one specific example, the communication interface  412  may include transceivers that support transmission and reception under the 4G/Long Term Evolution (LTE), Bluetooth, and NFC standards. The techniques described below, however, are applicable to other communications technologies. Accordingly, the transceivers  430  may include transceivers for the 3rd Generation Partnership Project (3GPP), GSM® Association, Bluetooth low energy, WiFi direct, 802.11 a/b/g/n/ac, Wireless Gigabit (WiGig), InfraRed (IR), audio (e.g., ultrasonic), Universal Mobile Telecommunications System (UMTS), High Speed Packet Access (HSPA)+, or other communications technologies, partnerships, or standards bodies. 
         [0033]    The system logic  414  may include one or more processors  416  and memories  420 . The memory  420  stores, for example, control instructions  422  that the processor  416  executes to carry out any of the processing functionality, working in communication with the circuitry in the communication interface  412 . For example, the control instructions  422  may include a diagnostic application  138  received from the management system  102  or any other source. 
         [0034]    The control parameters  424  provide and specify configuration and operating options for the control instructions  422 . The memory  420  may also store diagnostic information  426  obtained from the DUT. Note that the diagnostic information  426  may come over the wireless analysis link  142 , e.g., transmitted to the diagnostic device  400  by the DUT. In addition, the diagnostic information  426  may come from other inputs  428  to the diagnostic device  400 . Examples of such inputs  428  include microphones, video and still image cameras, temperature sensors, vibration sensors, headset and microphone input/output jacks, Universal Serial Bus (USB) connectors, memory card slots, radiation sensors (e.g., IR sensors), and other types of inputs. 
         [0035]      FIG. 5  shows an example of logic  500  that may be executed by the diagnostic device, e.g., by the control instructions  422 . The logic  500  includes establishing a wireless diagnostic link to a management system ( 502 ). The wireless diagnostic link may be a VoIP link, for example, that an individual  114  may use to explain an equipment problem or ask an equipment question to a technician  112 . 
         [0036]    When there is a diagnostic application available for the particular issue at hand ( 504 ), the logic  500  may automatically receive and install the diagnostic application  138  on the diagnostic device  136  ( 506 ). Alternatively, the logic  500  may receive instructions provided to the individual  114  for downloading and installing the diagnostic application  138 . 
         [0037]    The logic  500  receives a wireless analysis link establishment command over the wireless diagnostic link to the management system  102 , and establishes the wireless analysis link ( 508 ). The command may be a Bluetooth link command, a WiFi direct link command, or other command that establishes a wireless link between the diagnostic device and the equipment at the service location  104 . The command may be configured for execution by the diagnostic application  138  or may be an instruction or direction to the individual  114  for establishing the link through the diagnostic application or by using existing capabilities of the diagnostic device  136 . 
         [0038]    The logic  500  also receives, over the wireless analysis link, from the equipment, wireless-analysis-link-obtained diagnostic information concerning the equipment at the service location ( 510 ). In other words, the diagnostic device  136  receives information about the DUT through the local wireless analysis link (e.g., the WiFi Direct link to the equipment). In addition, the diagnostic device  136  may receive additional diagnostic information through the inputs  428 , for example, to obtain a picture or a video of the equipment ( 512 ). 
         [0039]    The logic  500  sends the diagnostic information to the management system  102  ( 514 ). In response, the logic  500  may receive a management command, data, and instructions from the management system  102  ( 516 ). The management command may be any direction to the individual  114  or the diagnostic application  138 . As just a few examples, the management command may be to read configuration settings, to obtain device status, or to read firmware version information. The logic  500  executes the management command ( 518 ). 
         [0040]    The logic  500  may continue to execute management commands until a particular management goal is resolved ( 520 ). The logic  500  may also determine to end the management activity at any time ( 522 ). In addition, the logic  300  may perform as many different management actions as desired ( 524 ). When the logic  500  has no further actions to perform, it may terminate the wireless analysis link, and may also terminate the wireless diagnostic link ( 526 ). 
         [0041]    The system described above may have certain technical advantages, including leveraging low cost (e.g., Bluetooth) technologies, with the sophisticated, ubiquitous, consumer-friendly, and highly functional smart phone/cellular network to provide low-cost and powerful management connectivity. The techniques facilitate network operators to transfer many fault isolation and service restoration tasks to the individual  114 , thus reducing the number of service calls, and otherwise lowering operational expenses. Further, the management system  102  may centralize manuals, instructional videos, software updates, and other management data in web-based repositories. This may reduce costs for equipment suppliers and network operators and simplify use by end customers. Note that the system described above may provide management connectivity to devices or systems that do not otherwise have fixed-line or short range wireless management connectivity. Examples include, but are not limited to, vehicles, power-grid elements, commercial equipment, or any other equipment not on a fixed-line network. Further, the system uses smartphone resources, such as cameras, to obtain diagnostic data and provide very flexible management functionality. 
         [0042]    The methods, devices, and logic described above may be implemented in many different ways in many different combinations of hardware, software or both hardware and software. For example, all or parts of the system may include circuitry in a controller, a microprocessor, or an application specific integrated circuit (ASIC), or may be implemented with discrete logic or components, or a combination of other types of analog or digital circuitry, combined on a single integrated circuit or distributed among multiple integrated circuits. All or part of the logic described above may be implemented as instructions for execution by a processor, controller, or other processing device and may be stored in a tangible or non-transitory machine-readable or computer-readable medium such as flash memory, random access memory (RAM) or read only memory (ROM), erasable programmable read only memory (EPROM) or other machine-readable medium such as a compact disc read only memory (CDROM), or magnetic or optical disk. Thus, a product, such as a computer program product, may include a storage medium and computer readable instructions stored on the medium, which when executed in an endpoint, computer system, or other device, cause the device to perform operations according to any of the description above. 
         [0043]    The processing capability of the system may be distributed among multiple system components, such as among multiple processors and memories, optionally including multiple distributed processing systems. Parameters, databases, and other data structures may be separately stored and managed, may be incorporated into a single memory or database, may be logically and physically organized in many different ways, and may implemented in many ways, including data structures such as linked lists, hash tables, or implicit storage mechanisms. Programs may be parts (e.g., subroutines) of a single program, separate programs, distributed across several memories and processors, or implemented in many different ways, such as in a library, such as a shared library (e.g., a dynamic link library (DLL)). The DLL, for example, may store code that performs any of the system processing described above. 
         [0044]    Various implementations have been specifically described. However, many other implementations are also possible. For instance, the equipment  116  may take many different forms. As examples, the equipment  116  may be any device equipped with a wireless transceiver (e.g., Bluetooth or WiFi) or wired interface (e.g., USB or a proprietary cabled interface), including a home stereo, television, refrigerator, microwave, exercise machine, washer or dryer, or home security system. As additional examples, the equipment may be an engine controller or diagnostic system in a vehicle, a portable gaming device, an entertainment system in the vehicle, or a climate control system in the home or in the car. Further examples of the equipment include industrial machinery such as robots, assembly lines, welders, drill presses, stamping machines, cutting machines, and the like. 
         [0045]    The management instructions  148  may include pictures, diagrams, and videos that the diagnostic application  138  may display to assist the individual  114  in managing the equipment. The diagnostic application  138  may be provided in multiple languages, selectable by the individual  114 . The diagnostic application  138  may implement security and authentication mechanisms. One example of such mechanisms include instructing the diagnostic device  136  camera to monitor the LED status indicators on the equipment, detecting a specific pattern of response in the LEDs which has been initiated via the wireless analysis link  142 , and determining if the detected LED response is consistent with the expected response before management actions are carried out. Another example is to request that the individual  114  press a button on the equipment to authorize management connectivity. 
         [0046]    In other implementations, the management capabilities may be used in a transparent mode. In the transparent mode, the individual  114  may not necessarily be aware that the management system  102  is performing equipment management through the diagnostic device  136 . In transparent mode, the diagnostic device  136  may establish the wireless diagnostic link  140  automatically, e.g., when the diagnostic device  136  detects and connects to a nearby piece of equipment. In that scenario, the diagnostic device  136  may regularly perform equipment maintenance (e.g., firmware updates) whenever the diagnostic device  136  is within range of a given piece of equipment. 
         [0047]    The transparent mode connectivity and management activities may be initiated and executed remotely, e.g., by a technician or automated system associated with the management system  102 . One example use case is for residential broadband services. For example, assume that the network operator detects a fault in fixed-line network (e.g., loses connectivity with home gateway). Without contacting the subscriber, the network operator may attempt to access the home gateway using a wireless diagnostic link management connection. If successful, the network operator isolates the fault and, if possible, restores service. Otherwise, the network operator may send an email/voicemail/text alerting the subscriber of the fixed-line network impairment and recommending a corrective action. 
         [0048]    Another example use case is the management of remote industrial equipment. For example, a technician, night watchman, robot, or other entity may move through a facility that contains a number of short-range wireless-enabled (Bluetooth, WiFi, etc.) pieces of equipment. As each such unit comes within range, the diagnostic device  136  automatically connects to it, thus allowing remote management systems to access the unit via the wireless diagnostic link and perform diagnostic and/or management functions. As stated above, the person carrying the smart phone does not need to participate in the connectivity/management activities. One benefit is that in many instances of this scenario, the person with the diagnostic device  136  does not require specialized training that a technician otherwise might need. 
         [0049]      FIG. 6  shows additional examples of network configurations  602  and  650 . In the configuration  602 , the diagnostic device  604  includes a diagnostic application  606  extended to include any functionality provided by the management system  102 . For example, the diagnostic device  604  may implement a voice recognition application  608  that provides voice driven troubleshooting of any DUT, executed directly on the diagnostic device  604 . Thus, the diagnostic application  606  may provide an expert system using any combination of voice, touch, and other input for troubleshooting in addition to, or instead or, troubleshooting performed over the wireless diagnostic link  140 . 
         [0050]    The configuration  602  also shows that any of the network interface components may be part of a consolidated device. In particular, the configuration  602  shows a home gateway  610 . The home gateway  610  includes the functionality associated with the network interface device  118 , the wireless router  120 , and the network switch  122 . The home gateway  610  may be a single device provided and managed by the network operator, for example. The home gateway  610  may vary widely in functionality. For example, the home gateway  610  may or may not include the wireless router  120  or the network switch  122 . In addition, the home gateway  610  may include additional functionality, such as a Digital Video Recorder (DVR), Network Attached Storage (NAS), audio/video streaming device, or other device. 
         [0051]      FIG. 6  also shows another example configuration  650 . In the configuration  650 , the diagnostic device  136  obtains diagnostic information from a DUT, in this case the printer  126 , over a wired connection  652 . That is, in addition to using wireless connections such as Bluetooth and NFC, the diagnostic device  136  may obtain diagnostic information over cabled (e.g., wired or optical) connections, such as a USB, parallel, proprietary (e.g., a Lightning connector or iPhone™ 30-pin connector), Mobile High Definition, FireWire, or other type of cabled connection. 
         [0052]    The example configuration  650  also shows another connectivity option. In particular, the diagnostic device  136  may provide a tethered connection  654  for any given DUT. In the example shown, the display  128  connects to a network via the tethered connection  654 , with the diagnostic device  136  then acting as an access point to the network. As a result, the diagnostic device may obtain diagnostic information from the display  128  over the network link supported by the tethered connection  654 . The diagnostic device  136  may provide such a connection when, for example, the wireless router  120  is not available, e.g., is powered off, or is malfunctioning, or is not present at all. 
         [0053]    Note also that the diagnostic device  136  may also make connections to the DUTs over different types of wireless analysis links, such as a wireless network (e.g., WiFi or WiMax) link  656 . That is, in addition to other types of wireless analysis links (e.g. Bluetooth and NFC), the diagnostic device  136  may attach to the wireless router  120  as a client, obtain a network address, and communicate over the network with the DUTs. As a result, the diagnostic device  136  may also obtain diagnostic data by sending queries over the network in place at the service location  104  to network connected devices at the service location  104 . The example configuration  650  also shows a scenario in which a home gateway  658  includes the functionality of the network interface device  118 , wireless router  120 , and network switch  122 . However, as explained above, the network interface device  118 , wireless router  120 , and network switch  122  may be separate devices instead, and additional, fewer, or different devices may be included in the home gateway  658 . 
         [0054]    In some implementations, the diagnostic device  136  may include a custom hardware or software configuration that facilitates the diagnostic techniques discussed above. As one example, the diagnostic device  136  may include a dedicated set of circuitry (e.g., a processor and firmware) dedicated to establishing any of the links described above, obtaining diagnostic information, providing diagnostic instructions, and the like. The dedicated circuitry may, for example, be separate and apart from the general purpose CPU and memory resources that the diagnostic device uses to run applications, make phone calls, handle WiFi or Bluetooth data connections, and the like. The management system  102  may then attach to the diagnostic device  136  through the dedicated circuitry, independently of other tasks and connections that the diagnostic device  136  may be running or handling. In other implementations, the diagnostic device allocates diagnostic activities to a particular core among the multiple cores present in CPU. The diagnostic device  136  may, for example, reserve a particular core for diagnostic activities to ensure that the activities have the hardware support needed to run at any given moment.