Abstract:
A software control method and apparatus for displaying a text based markup language interface. The interface can interact with a computer to provide reference documents, install system drivers and perform various system utilities. The interface can reference optical drivers, hard disk drives or other storage medium and files available over a network, such as a local area network (LAN) or a wide area network (WAN) including the Internet. A graphical user interface using a text markup language such as hypertext markup language (HTML) can allow for activation for a user interactive control such as an icon or a hyperlink. Activation of an interactive control can hook onto a hypertext link target associated with the activated user interactive control result in the performance of an initial action responsive to variables including the control, a uniform resource locator associated with the interactive control and the hypertext link target.

Description:
[0001]     This application is a divisional of U.S. application Ser. No. 09/349,735, filed Jul. 8, 1999, the entirety of which is hereby incorporated herein by reference. 
     
    
     BACKGROUND  
       [0002]     The present invention relates to computer software utility programs, and more specifically to a text based user interface for accessing computer utilities and reference materials.  
         [0003]     Product vendors and technical support services are often looking for new ways to provide more accurate and efficient technical support for computer systems. Providing customer service involves a cost of doing business to a vendor or service provider. The goal of a business is to provide an optimal amount of customer service, resulting in a satisfied customer base, at the lowest possible cost. Service cost and customer frustrations often increase as the time to reach a resolution of a customer&#39;s problem increases. Time to resolution can be dependent upon a variety of factors.  
         [0004]     One method of effectuating a solution to a customer&#39;s problem includes having a support person “walk through” a routine with a user during a telephone conversation. However, this can be inefficient because users are often unfamiliar with the types of routines that must be performed and don&#39;t have the access to the technical information required to accomplish a desired task.  
         [0005]     Another approach that includes performing diagnostics remotely utilizes a dedicated software package to enable a remote technician to connect via modem and essentially control a computer from a remote site. However, that solution typically requires that proprietary software be running at both the remote site and the service location. In addition a learning curve for teaching a user at the remote site how to set up and operate the proprietary software must also be considered.  
         [0006]     Problems can be aggravated by waiting for a technician to attend a problem that could be best remedied by the customer, if the customer had the resources available to effectuate the solution. Therefore it is preferable to make resources available to a customer to facilitate the customer solving a problem with their computer. Resources can include system manuals, Technical Support bulletins and drivers.  
         [0007]     It has been known to create reference CD ROMs containing support resources and to distribute the reference CDs to customers. Typically the content of a CD and a browser for the CD are compiled together into a single package before distribution. Compilation can increase the likelihood of software bugs being introduced into the operation of the CD. Proper quality control requires re-qualification for each version of the CD which can be time consuming. Vendor information is continuously being updated and it is difficult to constantly update the information being placed on the CD. The result is that a given version of the reference CD may not have the most recent information available to a vendor. Therefore, customers can be prevented from receiving proper information supportive of a remedy to their problem.  
         [0008]     It would be useful to have a means of conveniently making available utilities, drivers, documents and reference materials supportive of the customers needs. It would be most useful to have materials that are easily updated and distributed to a customer.  
       SUMMARY OF THE INVENTION  
       [0009]     Accordingly, the present invention provides a method and apparatus for displaying a text based markup language interface. The interface can be capable of interacting with a computer to provide reference documents, install system drivers and perform various system utilities. The interface can reference optical drives, hard disk drives, other storage medium and files available over a network, such as a local area network (LAN) or a wide area network (WAN) including the Internet.  
         [0010]     According to one aspect of the invention a method for interacting with a computer so as to perform support functions is disclosed. The method can include forming a graphical user interface using a text markup language such as hypertext markup language (HTML), activating a user interactive control such as an icon or a hyperlink, hooking onto a hypertext link target associated with the activated user interaction control and performing an initial action responsive to the control, a uniform resource locator associated with the interactive control and the hypertext link target. This method can be programmed as the default behavior for a computer.  
         [0011]     In addition if the target is RUN, the action can cause a file designated by the uniform resource locator to execute. The target can also trigger looking up the uniform resource locator in a database and executing a subsequent action specified in the database as relating to the uniform resource locator. Action can include for example installation of a software driver, execution of a routine to identify a device to install, execution of a disk image dialogue with a source specified in the uniform resource location or opening a folder specified in the uniform resource locator in a window.  
         [0012]     In another aspect of the invention the uniform resource locator can reference an online document. The invention can generate a dynamic frameset and load a first page of the online document.  
         [0013]     In still another aspect of the invention a method for interacting with a computer to install device drivers can include specifying a device identification and an operating system, searching an initialization file for a reference to the device identification and the operating system, copying device related files into file directories referenced by the operating system and merging device related files into the operating system registry. The user does not need to be familiar with hardware references nor the relevant files.  
         [0014]     Additionally, a JIMFILE line can be identified in an initialization file; and files from a folder specified in the JIMFILE line can be deleted. A JIM line can also be identified in the initialization file so that hardware registry keys specified in the JIM line can be deleted.  
         [0015]     In general, in another aspect, the invention features a computerized system for performing support functions. The computer system can include a graphical user interface comprising a text markup language, a user interactive control and a hypertext link target associated with the user interactive control. A computer support resource can be responsive to variables including activation of the user interactive control, a uniform resource locator associated with the interactive control and the hypertext link target. In addition, a hypertext link target can trigger looking up a uniform resource locator in a database. A subsequent action specified in the database and relating to the uniform resource locator can be executed.  
         [0016]     In general, implementation may include a user interface written in a text markup language and invocable on a computer system. The interface can include an icon for online books to invoke a display of a user to online documentation, an icon for FAQs to invoke the display of frequently asked questions, an icon for drivers to access system drivers and installation routines, an icon for vendor contact to effectuate electronic communication with support personnel and a home icon to display an interface home page. The user interface can additionally include a text search box, an external graphic file portion and a markup language content area including hyperlinks corresponding to the icon for online books, the icon for FAQs, the icon for drivers and the icon for vendor contact.  
         [0017]     Other implementations include a computer program residing on a computer-readable medium to effectuate the methods and interfaces discussed above. Additionally, in the case where a hypertext link target is RUN, the computer program can cause a file designated by the uniform resource locator to execute.  
         [0018]     The details of one or more embodiments of the invention are set forth in the accompanying drawings and the description below. Implementations may provide advantages such as facilitating access to support documentation and device drivers. Other features, objects and advantages of the invention will be apparent from the description and drawings, and from the claims.  
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0019]      FIG. 1  illustrates a computer system according to the invention.  
         [0020]      FIG. 2  illustrates a network of personal computers.  
         [0021]      FIG. 3  is an example of a markup language interface according to the invention.  
         [0022]      FIG. 4  illustrates a flow chart for access to a markup language reference service.  
         [0023]      FIG. 5  illustrates a flow chart of functions available from a markup language interface.  
         [0024]      FIG. 6  illustrates a flowchart for a driver installation routine.  
         [0025]      FIG. 7  illustrates a flowchart for a Patches subroutine program.  
         [0026]      FIG. 8  illustrates a flowchart for a program to execute a Patches subroutine. 
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0027]     Referring to  FIG. 1  physical resources of a computer system  100  are depicted. The computer  100  has a central processor  101  connected to a processor host bus  102  over which is provides data, address and control signals. The processors  101  may be any conventional general purpose single-chip or multi-chip microprocessor such as a Pentium® series processor, a K6 processor, a MIPS® processor, a Power PC® processor or an ALPHA® processor such as a digital signal processor or a graphics processor. The microprocessor  101  can have conventional address, data, and control lines coupling it to a processor host bus  102 .  
         [0028]     The computer  100  can include a system controller  103  having an integrated RAM memory controller  104 . The system controller  103  can be connected to a host bus  102  and provide an interface to random access memory  105 . The system controller  103  can also provide host bus to peripheral bus bridging functions. The controller  103  can thereby permit signals on the processor host bus  102  to be compatibly exchanged with signals on a primary peripheral bus  110 . The peripheral bus  110  may be, for example, a Peripheral Component Interconnect (PCI) bus, an Industry Standard Architecture (ISA) bus, or a Micro-Channel bus. Additionally, the controller  103  can provide data buffering and data transfer rate matching between the host bus  102  and peripheral bus  110 . The controller  103  can thereby allow, for example, a processor  101  having a 64-bit 66 MHz interface and a 544 Mbytes/second data transfer rate to interface to a PCI bus  110  having a data path differing in data path bit width, clock speed, or data transfer rate.  
         [0029]     Accessory devices including, for example, a video display controller  112 , optical drive controller  131 , such as a CD or DVD driver controller, and network controller  114  can be coupled to the peripheral bus  110 . The network controller  114  may be a modem, an Ethernet networking card, a cable modem, or other network access device. A CD drive or DVD drive can connect to the optical drive controller  131 . The system  100  may also include a secondary peripheral bus  120  coupled to the primary peripheral bus  110  through a bridge controller  111 . The secondary peripheral bus  120  can be included in the system  100  to provide additional peripheral device connection points or to connect peripheral devices that are not compatible with the primary peripheral bus  110 . For example, in the system  100 , the secondary bus  120  may be an ISA bus and the primary bus  110  may be a PCI bus. Such a configuration allows ISA devices to be coupled to the ISA bus  120  and PCI devices to be coupled to the PCI bus  110 . The bridge controller  111  can also include a hard disk drive control interface to couple a hard disk  113  to the peripheral bus  110 .  
         [0030]     The computer  100  can also includes nonvolatile ROM memory  122  to store basic computer software routines. ROM  122  may include alterable memory, such as EEPROM (Electronically Erasable Programmable Read Only Memory), to store configuration data. For example, EEPROM memory may be used to store hard disk  113  geometry and configuration data. BIOS routines  123  are included in ROM  122  and provide basic computer initialization, systems testing, and input/output (1/0) services. For example, BIOS routines  123  may be executed by the processor  101  to process interrupts that occur when the bridge  111  attempts to transfer data from the ISA bus  120  to the host bus  102  via the bridge  111 , peripheral bus  110 , and system controller  103 . The BIOS  123  also includes routines that allow an operating system to be “booted” from the disk  113  or from a server computer using a local area network connection provided by the network adapter  114 . An operating system  252  boot operation can occur after computer  100  is turned on and power-on self-test (POST) routines stored in the BIOS  123  complete execution, or when a reset switch is depressed, or following a software-initiated system reset. During the boot process, the processor  101  can execute BIOS  123  software to access the disk controller  111  or network controller  114  and thereby obtain a high-level operating system. Examples of high-level operating systems are, the Microsoft Windows 98™, Windows NT™, a UNIX operating system, the Apple MacOS™ operating system, or other operating system.  
         [0031]     An operating system may be fully loaded in the RAM memory  105  or may include portions in RAM memory  105 , disk drive storage  113 , or storage at a network location. For example, the Microsoft Windows 98™ operating system includes some functionality that remains in memory  105  during the use of Windows 98™ and other functionality that is periodically loaded into RAM memory  105  on an as-needed basis from, for example, the disk  113 . An operating system, such as Windows 98™ or Windows NT™ can provide functionality to control computer peripherals such as devices  310 , 320 , 330 , 350 , 360 , 370 , and  113 , and to execute user applications. User applications may be commercially available software programs such as a word processor, spreadsheet, database, client software, computer aided drawing and manufacturing software, scientific software, internet access software and many other types of software. User applications may access computer system peripheral controllers  112 - 114 ,  121 , and  124  through an application programming interface provided by the operating system and/or may directly interact with underlying computer system  100  hardware.  
         [0032]     Referring to  FIG. 2 , a collection of computers  100  can serve as components of a computer network. A network operating system (NOS) can also be utilized as a high level operating system. A computer network  200  can include a host computer system  210  and client computers  231 - 236 . The client computers  231 - 236  can communicate with the host  210  to obtain data stored at the host  210  in databases  214 - 215 . The client computer  231 - 236  may interact with the host computer  210  as if the host was a single entity in the network  200 . However, the host  210  may include multiple processing and database sub-systems that can be geographically dispersed throughout the network  200 .  
         [0033]     Referring now to  FIG. 3 , a graphical user interface  300  utilizing areas  332  written in a text markup language such as hypertext markup language (HTML), extensible markup language (XML), or standard generalized markup language (SGML) can be presented on a display of the computer  100 . The interface  300  can function as a primary source of contact for a customer regarding a vendor&#39;s computer. The interface enables a user to browse hardware drivers and load the drivers into their operating system, search and read system manuals, part manuals and Technical Support Frequently Asked Questions (FAQs) and perform other utility functions.  
         [0034]     Allowing users to access the resources available through the interface  300  directly empowers them to solve many of their technical issues and answer many questions without calling customer support. Users needs can be met expeditiously and a vendor&#39;s customer support department can be relieved of repetitive requests for help.  
         [0035]     The markup language interface  332  facilitates the inclusion of up-to-date content and drivers. Markup language documents do not require recompilation which can introduce programming bugs and therefore also require re-qualification. The present invention uses markup language documents improved with added functionality. The added functionality can include a built in search engine, a driver lookup database, driver installation, dynamic page creation based upon hardware detection and low level operating system functionality and detection. For example hardware and software routines can display page content based on which Operating System the interface  300  is operating under, what hardware is installed on a particular machine, and system configuration settings. In addition routines can automate the installation of drivers in response to results of a lookup in a driver database or user request. Routines can also automate the removal of existing drivers, whereby conflicts can be avoided.  
         [0036]     The interface can include an icon for books  311  to invoke the display of system and peripheral documentation, an icon for FAQs  312  to invoke the display of frequently asked questions concerning computer systems, an icon for drivers  313  to access system drivers and installation routines, an icon for vendor contact  314  to communicate electronically with support personnel and a home icon  310  to cause the display of an interface  300  home page  332 . The interface  300  can also include a text search box  340  and an external graphic file portion  331 . An HTML, or other markup language, content area  332  can also include a hyperlink area  320  corresponding to the icons above. Clicking a mouse button while a cursor is situated over a hyperlink, or other activation of the hyperlink, can effectuate the same response from the computer as selecting an icon bearing the same name as the hyperlink. For example, activation of a Books icon or activation of a corresponding Books hyperlink can both effectuate the same response. For this example, the response would be the display of system and peripheral documentation. Other icons and corresponding hyperlinks can also effectuate a congruent response.  
         [0037]     Referring now to  FIG. 4 , a user can cause a program launch  410  to load default HTML documents  420  causing the user interface  300  ( FIG. 3 ) to display  430 . Launching can be accomplished, for example by a user inserting a CD, clicking an icon or other interactive action. With the user interface  300  displayed  430 , the next program step  431  can wait for user input in the form of buttons, icons  331  or other operating system controls  333 . Execution of an operating system control to close the interface can terminate the program  432 . The user interface display  430  can also wait for user input in the form of hypertext document requests  440 . Execution of a hypertext request  440  can cause the program to examine a uniform resource locator (URL) and target associated with the request and in reference to the referring page  450 . The program can test to see if a request meets predefined criteria  460 . If a request does not meet predefined criteria the program can load the requested document normally  465 . If a request does meet predefined criteria, the program can avert loading the URL as an HTML document  470  and instead determine how to process the URL dependent on the target and referring page  475 . After loading and allowing a user to view a hypertext document, the system can return to a wait state for user input in the form of hypertext document requests  440 .  
         [0038]     Referring now to  FIG. 5 , the mark-up language interface  300  ( FIG. 3 ) can be programmed to respond to different types of user requests. For example, user input via the user interface  300  that meets predefined criteria can be handled in a specific way. The target of an HTML or other mark-up language hyperlink can be used to direct an appropriate response to a user request loading a specific driver such as the PNPISA driver. The program can test for the target equaling PNPISA  510  and the URL equaling “INSTALL PNPISA”  512 . Affirmative responses to both PNPISA tests can run a routine to install the PNPISA driver for Microsoft NT  513 . If the URL does not equal PNPISA and instead equals, for instance, “Install SP3”  514 , the program can run a routine to install a service pack for Microsoft NT  515 .  
         [0039]     A user may also request to view an online book, manual, or other text document. Response for a request to view an online document can result in the appropriate publication to be displayed on the users screen. For example, the program can test for the target equaling “DYNAMIC”  511 . The URL can reference a book and require a dynamically generated frame set to contain a table of contents  516 . The program can generate a dynamic frame set and load a table of contents and a first page of the selected book  517 .  
         [0040]     In another instance, the user may request installation of a driver that is dependant upon the hardware or software included in the computer. For this type of request, the program can test to see if the first 4 characters of the target equal to HERO  520 , or some other utility program. The system can respond to a target equaling HERO by extracting a device identifier “DID” and a subsystem ID from the URL  521 . The device identifier and subsystem ID information can be used to identify a correct device driver to install. The program can also call driver look-up and installation routines by passing a DID and subsystem ID along to an installation routine such as HERO  525 .  
         [0041]     Another option is for a user to request generation of a disk image. For example, the program can test to see if the target equals “DISKIMAGE”  523 . In response to the target equaling “DISKIMAGE”, the system can execute a DiskImage dialog with a source specified in the URL  524 .  
         [0042]     A user may also execute a program from within the user interface. To accomplish execution of a program, the system can test if the value of the target equals “RUN”  530 . In response to the target equaling RUN the system can cause the execution of a program specified in the URL.  
         [0043]     Another option that can be available to a user from the interface  300 , is to delete registry entries corresponding to a particular program or device. The system can test if the value of the target equals “DELREGKEY”  533 . In response to the target equaling DELREGKEY, the system can execute a delete registry key routine with user confirmation  534 .  
         [0044]     The interface  300  can also allow a user to open a folder. The program can test for the target equaling “OPEN”  535 . In response to the target equaling “OPEN” the program can open a folder specified in the URL into a separate window  536 . In addition the program can allow for a document to be open in a special new window with limited properties  532 .  
         [0045]     Referring now to  FIG. 6 , a separate subroutine such as HERO  610  can be used to install device drivers that are dependant upon hardware devices and/or an operating system installed in the computer. As a HERO routine commences it can search an INI file such as a HERO.INI file, a Windows INI file or other operating system INI file, for a device that uses the same driver, or an alias, of the specified DID  611 . The HERO routine can test if the presence of an alias is located  612 . If an alias is located, the routine can branch to the section of the HERO INI for the alias DID  620 . If an alias is not located, the routine can expand the DID to DID/OS by adding an operating system  613 .  
         [0046]     A Hero routine can also establish a folder to hold drivers  614 . An example of a folder can be \DRV\+DIDI+\OS, or in particular, \DRV\11895\2311\W95  614 . The Hero routine can search a HERO.INI for a section with expanded DID and operating system information  615 . A test can be made to see if the section is found  616 . If the driver is not found it can indicate that the driver of this device is built into the operating system contained on the computer and there is no reason to reload it  621 , in which case HERO will terminate its routine  622 . If the section for the expanded DID with the operating system is found in the HERO.INI the routine can retrieve a folder the operating system accesses to install files, and store the correlating folder path as a variable such as SourcePath  618 .  
         [0047]     A test can be made to verify the SourcePath is located on a local hard drive  619 . If the SourcePath is not located on a local hard drive the routine can change the SourcePath to a temporary location on the hard drive and point the operating system to temporary location folder  641 . If the SourcePath is determined to be on a local hard drive the routine can check if there are files in a variable folder such as DRVFolder  630 , and copy files located in the DRVFolder to the SourcePath  643 . The files can be the same as those stored in step  614 .  
         [0048]     The routine can also check for files in a folder at the path equal to the DRVFolder+\INF  631 . Files located in the DRVFolder+\INF can be copied to the operating system INF folder and the operating system INF index files can be deleted so that they can be regenerated  632 .  
         [0049]     A HERO sub routine can also test for the existence of files in a folder at a DRVFolder+\PC subdirectory. Files located at the DRVFolder+\PC subdirectory can be copied into the operating system directory mimicking the subdirectory structure of the computer  634 . The routine can then test for the existence of files in a DRVFolder+\REG directory  635 . Files in the DRVFolder+\REG subdirectory can be merged into the Windows system registry  636 . The HERO.INI can also be tested for an indication that the current device is a modem  637 . Presence of a modem can call a routine to disable COM2 in the operating system such that it can avoid conflict with a modem on a COM4 communications port  638 .  
         [0050]     Additionally the HERO.INI can be tested for the presence of a JIMFILE line  650 . Files specified in JIMFILE lines can be deleted from the operating system folder or subfolders  652 . Additionally the HERO.INI can be tested for the presence of a JIM Line  651 . A hardware registry key specified by the JIM Line can be deleted along with an associated registry key for the driver of the specified hardware  653 .  
         [0051]     A HERO routine can also check for additional subroutines such as a Patches subroutine  710 . If a Patches subroutine is present, it can be executed accordingly. Following a subroutine the user can be prompted to reboot the computer to finish setup  655 , at which point the HERO routine can terminate  656 .  
         [0052]     Referring to  FIG. 7 , a subroutine, such as a Patches subroutine  710  can be called from a HERO routine  610 . The Patches routine can temporarily disable auto run and re-enable this function when an operating system reboots  711 . To begin, a Patches subroutine can test for a line in the HERO.INI specifying DISKS  712 . The routine can then loop from one to the number of Items specified by DISKS  713 . If the HERO.INI specifies to prompt for media  714 , a prompt can be displayed promoting the user to insert a necessary disk  717 . Following a prompt the system can confirm that the user inserted a correct disk  716  or if the correct disk was not inserted  717 . The files specified in HERO.INI can be copied to a temporary location on the local hard drive  715 .  
         [0053]     A patch program can also be queued up to run in an operating system registry  720 . A patch routine can progress to a next patch program and queue up all patch programs that are specified by the DISKS  721 . If the HERO.INI specifies an item as a HEROPATCHRUN  722 , the routine can execute the patch and remove it from the queue  723 . A queue can be checked for remaining items  724 . A queuing program  810  programs can be placed in an operating system Run key such that it will execute programs remaining in the queue. Programs that have been executed can be removed from the queue. In addition the computer  100  can be rebooted between executions  725 . After the queue has been emptied the HERO patch routine can terminate  750 .  
         [0054]     Referring now to  FIG. 8 , a routine to empty a patch program queue can be run to execute patch programs on reboot  810 . The program can first check for a patch program waiting in a queue  811 . If no patch program is waiting in the queue, a start subroutine can remove the queuing program from the Run key, restore modified values and delete temporary files  820 . If a patch program is waiting in queue then a subroutine can change to a folder temporarily storing the patch  812  and remove the patch from the queue  813 .  
         [0055]     The subroutine can also execute the patch from the temporary location with parameters stored in the registry  814  and display a message to user that the patch is being run  815 . The subroutine can wait until the patch is finished executing  816  and notify the user that the patch has been completed and that the computer needs to be rebooted  817 . An option can be placed before the user to reboot the computer  818  whereby with the user&#39;s consent the computer is rebooted  819  and the program is terminated  850  until the next boot.  
         [0056]     This invention may be implemented in digital electronic circuitry, or in computer hardware, firmware, software, or in combinations of them. Apparatus of the invention may be implemented in a computer program product tangibly embodied in a machine-readable storage device for execution by a programmable processor; and method steps of the invention may be performed by a programmable processor executing a program of instructions to perform functions of the invention by operating on input data and generating output. The invention may advantageously be implemented in one or more computer programs that are executable on a programmable system including at least one programmable processor coupled to receive data and instructions from, and to transmit data and instructions to, a data storage system, at least one input device, and at least one output device. Each computer program may be implemented in a high-level procedural or object-oriented programming language, or in assembly or machine language if desired; and in any case, the language may be a compiled or interpreted language. Suitable processors include, by way of example, both general and special purpose microprocessors. Generally, a processor will receive instructions and data from a read-only memory and/or a random access memory. Storage devices suitable for tangibly embodying-computer program instructions and data include all forms of non-volatile memory, including by way of example semiconductor memory devices, such as EPROM, EEPROM, and flash memory devices; magnetic disks such as internal hard disks and removable disks; magneto-optical disks; and CD-ROM disks. Any of the foregoing may be supplemented by, or incorporated in, specially-designed ASICs (application-specific integrated circuits).  
         [0057]     A number of embodiments of the present invention have been described. Nevertheless, it will be understood that various modifications may be made without departing from the spirit and scope of the invention. Therefore, other implementations are within the scope of the following claims.