Patent Publication Number: US-9430576-B2

Title: Dynamic multidimensional barcodes for information handling system service information

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
     U.S. patent application Ser. No. 13/233,376, entitled “Multidimensional Barcodes For Information Handling System Service Information,” inventors Kevin Terwilliger and Scott Lauffer, filed Sep. 15, 2011, describes exemplary methods and systems and is incorporated by reference in its entirety. 
     U.S. patent application Ser. No. 13/233,478, entitled “Multidimensional Barcodes For Information Handling System Manufacture, Assembly And Service,” inventors Kevin Terwilliger and Scott Lauffer, filed Sep. 15, 2011, describes exemplary methods and systems and is incorporated by reference in its entirety. 
     BACKGROUND OF THE INVENTION 
     1. Field of the Invention 
     The present invention relates in general to the field of information handling system service, and more particularly to multidimensional barcodes for information handling system service information. 
     2. Description of the Related Art 
     As the value and use of information continues to increase, individuals and businesses seek additional ways to process and store information. One option available to users is information handling systems. An information handling system generally processes, compiles, stores, and/or communicates information or data for business, personal, or other purposes thereby allowing users to take advantage of the value of the information. Because technology and information handling needs and requirements vary between different users or applications, information handling systems may also vary regarding what information is handled, how the information is handled, how much information is processed, stored, or communicated, and how quickly and efficiently the information may be processed, stored, or communicated. The variations in information handling systems allow for information handling systems to be general or configured for a specific user or specific use such as financial transaction processing, airline reservations, enterprise data storage, or global communications. In addition, information handling systems may include a variety of hardware and software components that may be configured to process, store, and communicate information and may include one or more computer systems, data storage systems, and networking systems. 
     Individuals and enterprises rely on a wide variety of information handling systems to create, use and manage information. For example, enterprises typically have a number of server information handling systems that support employees and interface with customers. Employees typically have fixed and/or portable information handling systems that interface as clients to enterprise servers to perform job functions, such as word processing, presentations and communications. Individuals often interface with enterprises to shop or make purchases by contacting enterprise servers through the Internet using fixed and/or portable information handling systems. Wireless networking through local area networks, such as wireless hotspots, or wide area networks, such as cellular phone networks, have allowed end users to interact with an enterprise&#39;s servers through the Internet from any number of physical locations. Portable information handling systems have decreased in size to the point where end user&#39;s will carry a portable system in a pants pocket for ready access to information through the Internet at virtually any time and any location. 
     Increased reliance on information handling systems has made operational reliability an important consideration for enterprises in their selection and maintenance of information handling systems. Enterprises typically maintain an information technology staff to ensure information handling system resources remain operational in a reliable manner. To aid information technology professionals with this maintenance, information handling system manufacturers will often include information labels on a system chassis that provide service information, such as steps for changing a processor, hard disk drive or RAM module. The service information posted on a label at a server chassis is readily available for review by an information technology professional during access to an information handling system disposed in the chassis, however, the amount of space for printing on the label is generally restricted so that only limited service information is presented. Service information on a chassis label is often inadequate in the quantity and quality of information available for review by an end user. When service information is inadequate, end users will turn to other resources, such as calling a manufacturer representative who can talk the end user through service steps. Such service calls increase manufacturer expense and tend to consume considerable time of the enterprise information technology professional while he locates the right person to talk with, explains the problem, and performs the solution. Alternatives, such as self-help through Internet resources, tend to be more efficient and effective service resources for most issues, however, the information technology professional must find and review the correct resource in order to take the proper service actions. Often this means inputting system information into the website to identify the type of information handling system, search for the proper fault information and track down warranty coverage. 
     SUMMARY OF THE INVENTION 
     Therefore a need has arisen for a system and method which directs an end user performing service at an information handling system to resources that aid the correct service actions for the particular information handling system and the service function involved in the service. 
     In accordance with the present invention, a system and method are provided which substantially reduce the disadvantages and problems associated with previous methods and systems for providing service to an information handling system. Multi-dimensional barcodes embed one or more service identifiers that are accessible by an analysis of an image taken of the barcode at a portable information handling system. The service identifier is applied to retrieve service information to the portable information handling system for presentation to an end user. 
     More specifically, an end user captures an image of a quick response (QR) code from an information handling system service label with a smart phone and analyzes the QR code at the smart phone to extract one or more service identifiers embedded in the QR code. The end user then applies the service identifiers to obtain service information to aid in the performance of a service function at the information handling system. For example, a QR code on a service label attached to an information handling system chassis embeds a URL that loads a service web page for the model type of the information handling system to a browser of the smart phone. The service webpage is provided from a service network location and includes service information, such as a user manual for the model, videos demonstrating service functions like replacement of CPUs and hard disk drives, assembly instructions, audio instructions for performing service functions and pictures that show the functional parts of the information handling system. Additional service identifiers included in the QR code or in other QR codes include a unique identifier of the information handling system that allows retrieval of warranty and repair information. For example, based upon a service level purchased by the end user as determined from the service identifier, the user is automatically interfaced with a call center, or forwarded to a service network location that performs diagnostics at the information handling system to automatically order replacement parts for components detected as failures. In one embodiment, a dynamic display presents a QR code with electronic paper or an LED display to allow an end user to extract the results of diagnostics run on the information handling system from the dynamically-generated QR code. 
     The present invention provides a number of important technical advantages. One example of an important technical advantage is that service is rapidly and accurately supported at an information handling system by providing the identification and location of an information handling system under service to a service location to obtain correct service information for the information handling system. Service information is quickly and rapidly conveyed to an end user through an information handling system with multimedia communications techniques, such as an instructional video. Service labels on an information handling system are simplified to have a multidimensional barcode, such as a quick response code label, that is readily converted into service information through an Internet resource. Simplified service labels reduce manufacture cost and provide an improved customer experience with more rapid, up-to-date and relevant service information. In one embodiment, specific fault information is provide with a presentation device that generates quick response tags, such as electronic ink, LED or similar display devices. In addition, warranty and other product information presented with a quick response code label help to ensure that correct service levels are provided to an end user who initiates a service inquiry with a quick response code label. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The present invention may be better understood, and its numerous objects, features and advantages made apparent to those skilled in the art by referencing the accompanying drawings. The use of the same reference number throughout the several figures designates a like or similar element. 
         FIG. 1  depicts an information handling system having a service label with a multi-dimensional barcode that aids access to service information; 
         FIGS. 2A, 2B and 2C  depict example user interfaces presented at a portable wireless telephone interfaced with a service network location; 
         FIG. 3  depicts a block diagram of tracking manufacture and assembly of information handling system components with multi-dimensional barcode; and 
         FIG. 4  depicts a block diagram of obtaining service information by reference to multi-dimensional barcodes associated with information handling system components. 
     
    
    
     DETAILED DESCRIPTION 
     Quick response codes at information handling systems provide rapid access to service information, such as for maintenance and repair functions, by providing access to a service identifier through a portable telephone application that presents video demonstrations of the service function. For purposes of this disclosure, an information handling system may include any instrumentality or aggregate of instrumentalities operable to compute, classify, process, transmit, receive, retrieve, originate, switch, store, display, manifest, detect, record, reproduce, handle, or utilize any form of information, intelligence, or data for business, scientific, control, or other purposes. For example, an information handling system may be a personal computer, a network storage device, or any other suitable device and may vary in size, shape, performance, functionality, and price. The information handling system may include random access memory (RAM), one or more processing resources such as a central processing unit (CPU) or hardware or software control logic, ROM, and/or other types of nonvolatile memory. Additional components of the information handling system may include one or more disk drives, one or more network ports for communicating with external devices as well as various input and output (I/O) devices, such as a keyboard, a mouse, and a video display. The information handling system may also include one or more buses operable to transmit communications between the various hardware components. 
     Referring now to  FIG. 1 , an information handling system  10  is depicted having a service label  12  with a multi-dimensional barcode  14  that aids access to service information. Information handling system  10  processes information with plural components disposed in a chassis  15 , such as one or more CPUs  18  installed in sockets  20 , RAM  22 , a chipset  24 , a hard disk drive  26  and a baseboard management controller  28 . For example, an operating system and applications imaged to hard disk drive  26  are executed on CPU  18  to perform processing functions, such as serving information to clients or word processing. 
     Information handling system  10  has a service label  12  affixed to chassis  15  in a position accessible by an end user. Service label  12  includes instructions that describe service information for information handling system  10 , such as pictures that show insertion and removal of a hard disk drive  26  at chassis  15 , replacement of a CPU  18  in a socket  20  or similar service functions. Service label  12  includes a multi-dimensional barcode  14  that embeds a service identifier associated with service information for information handling system  10 . In the example embodiment depicted by  FIG. 1 , multi-dimensional barcode  14  is a quick response (QR) code, a type of matrix barcode introduced in 1994 and readable by dedicated QR barcode readers. QR codes are also readable by portable information handling systems, such as smart phones, that include a camera and a barcode application, such as is available at www.gettag.mobi. QR code  14  on service label  12  includes service information in the form of text, a universal resource locator (URL) or other data. End user&#39;s can extract information embedded in the QR code by taking an image of the QR code with a portable information handling system camera and analyzing the image with a barcode application. 
     In the example embodiment of  FIG. 1 , QR code  14  enriches the content presented at service label  12  to aid with service of information handling system  10  while reducing the size and complexity of service label  12 . For example, QR code  14  on service label  12  provides a URL link to digital content about the specific model type to which service label  12  is attached, such as service videos, configuration wizards and user manual content. An end user takes an image of QR code  14  with a camera on a smart phone or laptop and analyzes the image with a barcode application to extract a URL associated with service information for the model type, in this case the model R720, such as the URL www.Dell/Service/QR/R720 for a service network location of the model R720. Once the URL is extracted, a browser on the smart phone or laptop allows the end user to visit the service network location for the information handling system model type as provided by the URL to obtain service information for the information handling system model type. In one embodiment, QR code  14  includes a unique identifier for the information handling system so that the end user can provide the unique identifier to the service network location and obtain service information on an individual basis for the information handling system rather than based on model type. For example, the unique identifier provides access to warranty, original configuration and original image information for the information handling system that has the service label  12 , as well as other product specific service information. In one embodiment, an end user loads a service application on the portable information handling system that reads the QR code so that the service application can automatically initiate a service session with the service network location using the unique identifier and password protection available through the service application. 
     Referring now to  FIGS. 2A, 2B and 2C , example user interfaces presented at a portable wireless telephone interfaced with a service network location are depicted. An end user captures an image of QR code  14  to extract a URL that opens a browser to the user interface  30  depicted by  FIG. 2A . User interface  30  presents support options available to the end user for the information handling system associated with the service label QR code, such as watching support videos that demonstrate a support function or operation, viewing system information, contacting support or buying spare parts. Service information extracted from QR code  14  can aid in the selection of desired service information by automatically inserting into fields of user interface  30  to extract desired service network location content. For instance, information handling system  10  can include multiple QR codes with a unique identifier for the information handling system and an associated component identifier so that a video that demonstrates replacement of the component is automatically presented. In one example embodiment, a QR code near the CPU  18  or socket  20  will include embedded service information that user interface  30  applies to automatically present a video demonstrating replacement of the component. Alternatively, an end user can select the “View System Information” tab of user interface  30  to view an image of the components disposed on the motherboard of information handling system  10  as presented by the user interface of  FIG. 2B . From the image presented by  FIG. 2B , the end user can select “CPU/RAM” to view the user interface of  FIG. 2C , which depicts videos demonstrating CPU removal, RAM DIMM removal, DIMM numbering and CPU identification. 
     The presentation of service information may proceed automatically based upon service information extracted from a QR code or manually based upon end user inputs, such as a unique identifier or password input at the user interface. Smart phone capabilities are leveraged to provide ready access by an end user to additional services and service information. For example, rather than manually inputting a telephone number to contact a telephone service center, a telephone number is automatically dialed by the smart phone based upon a telephone number extracted from the QR code or based upon a telephone number provided from the service network location using warranty or service level information derived from service information extracted from the QR code, such as a unique identifier. Alternatively, a text chat session with a support center is automatically initiated. As another example, an end user is presented with parts for purchase that are compatible with information handling system  10  by reference to service information extracted from QR code  14  and forwarded to a service network location, such as a unique identifier of information handling system  10  embedded in QR code  14  along with a service network location URL. Before completing a replacement or repair part order, the service information as applied by the service network location enables a remote access to the information handling system to complete a system diagnostics that confirms failure of a component. Although the example embodiment presents service information for an information handling system, in alternative embodiments, service to other types of products may be supported. For example, a QR code on a car spare tire can automatically retrieve a video through a smart phone that demonstrates changing the spare tire. 
     Referring now to  FIG. 3 , a block diagram depicts tracking manufacture and assembly of information handling system components with multi-dimensional barcodes. Service and assembly information content of a service label is enhanced by adding on-line digital content to service label printed instructional material. Enhanced content is accessible by a smart phone or laptop that has a camera to capture a QR code image, such as QR codes otherwise used during the manufacture process. Individual product unique codes link an end user to a “personal” service website that depicts the unique system ordered by the end user, suggests repairs, maintenance and upgrades to that unique system, and tracks updates that are performed. QR codes on the products, components within the products and packaging used to ship the products conveniently tie operation of the product with services from ordering and manufacture to product end of life. For example, an end user seeking to replace a product images the legacy product&#39;s QR code to locate an order site that displays the legacy configuration model type and suggests upgrades and services associated with the product. This allows ordering, billing, tracking and inventory of a replacement product tied to the end user&#39;s account by the legacy QR code. 
     During manufacture at a manufacture location  32 , an information handling system  10  and its components have QR codes  14  attached with service identifiers to aid in the manufacture, delivery and subsequent service of the information handling system. For example, a QR code  14  is tooled into a portion of an information handling system chassis  15  or attached as a label to a shipping box  34  to provide service information for an information handling system order, such as the contents of a shipment for delivery confirmation and inventory control. As another example, a QR code is attached to a hard disk drive  26  intended as a component of an information handling system  10  to provide access to drive specific information on line, such as life cycle, usage, drive type or the image originally loaded on the drive that provides an operating system for booting the information handling system. As another example, a QR code is attached to removable parts of the information handling system, such as bezels, rails  36  and storage devices  26 , to tie the removable parts to the information handling system  10  and to allow access on-line to instructions for assembly of the parts. Pre-printed unique QR codes linked to an information handling system configuration are applied to the components and the shipping materials during assembly of the information handling system so that the QR codes are available after delivery of the information handling system for use by an end user in the assembly and service of the information handling system and components. 
     In the example embodiment depicted by  FIG. 4 , chassis  15  is a rack that holds plural information handling system modules  10 . Chassis  15  is shipped with plural slots  38 , each slot accepting an information handling system module  10  with a set of opposing rails  36  that slide the module into and out of the chassis. Chassis  15  and information handling system modules  10  arrive at an end user location  40  after shipment from manufacturer location  32 . For example, at end user location  40 , an end user assembles information handling system modules  10  into chassis  15  using rails  36  and including other types of components, such as a hard disk drive  26 . Once information handling system modules  10  are assembled in chassis  15 , the end user loads applications from storage media, such as an operating system from an optical disc  42 , to bring the information handling system modules to an operational state. To aid in the assembly at chassis  15 , the end user has a portable information handling system  44 , such as a portable cellular “smart” phone, a laptop portable information handling system or tablet information handling system that communicates through a wireless wide area network, local area network or similar network link. Portable information handling system  44  includes a camera  46  that captures QR codes  14  attached to the chassis and components. Portable information handling system  44  also includes a Global Positioning System (GPS) locator that provides the location of the system  44 . Portable information handling system  44  in combination with the QR codes provides enhanced digital content to instruct and demonstrate assembly of components into chassis  15  at end user location  40 . 
     To obtain enhanced service content for assembly of components at chassis  15 , the end user captures an image of a QR code for a component of interest with camera  46  to extract service identifiers from the QR code and communicates the service identifiers through a network  50 , such as the Internet, to a service network location  52 . A service engine  54  at service network location  52  retrieves service information associated with the captured QR code service identifiers and presents service information to the end user from service network location  52  through network  50  to portable information handling system  44 . For example, an end user seeking additional instructions for assembly of an information handling system module  10  to rails  36  captures the QR code of the module  10  and rails  36  to send the associated service identifiers to service network location  52 . Service engine  54  applies the service identifiers to retrieve and present a video that demonstrates assembly of module  10  and rails  36 . As another example, an end user captures an image of a QR code  16  attached to an operating system storage media  42  to obtain instructions for installing the operating system or a link to an image originally installed on the information handling system module  10  associated with the operating system. Service information may be retrieved based upon a single service identifier from a single QR code or from a combination of service identifiers. For example, a service identifier for a rail  36  will retrieve a selection of demonstrations for the use of the rail while a combination of a rail and module service identifiers will retrieve a video for assembly of a module to the rail. 
     In addition to enhanced service label content, a QR code service identifier aids in the inventory and tracking of equipment at installation, throughout normal operations and for replacement at end-of-life. For example, GPS  48  of portable information handling system  44  provides position information for the location at which a QR code  14  is imaged so that the position of products can be tracked at a mapping engine  56  of service network location  52 . A chassis controller  58  of chassis  15  communicates with a baseboard management controller  28  of an information handling system module  10  to aid in tracking of network address information for the module  10 . Mapping engine  56  ties latitude and longitude information from GPS  48  with network address information, such as IP and MAC address information, coordinated by chassis controller  58  to generate a map of the physical location of an information handling system module and network address location. In one embodiment, each slot  38  of chassis  15  has a QR code  16  with a service identifier that identifies the slot position in chassis  15  to aid in mapping a physical location inventory. Service label  12  for a slot  38  rotates out into the slot when the slot is empty for ready access by a camera  46  and is pushed to rotate to a hidden position when an information handling system module  10  is pushed into the slot  38 . In one embodiment, service label  12  rotates to bring QR code  16  into view of a transparent region  60  of chassis  15  so that an end user can capture an image of a slot QR code  16  when an information handling system module  10  is installed in a slot  38 . For example, a QR code  16  is placed on the front side and back side of service label  12  so that the QR code  16  can be captured from the back side of service label  12  through the transparent region  60  when a module  10  is installed in slot  38 . Alternatively, QR code  16  is itself transparent so that a camera image captured from the back side through transparent region  60  is electronically inverted at portable information handling system  44  to allow extraction of a service identifier from an image of the back side of service label  12 . 
     Referring now to  FIG. 4 , a block diagram depicts obtaining service information by reference to multi-dimensional barcodes associated with information handling system components. In the example embodiment depicted by  FIG. 4 , information handling system  10  consists of plural information handling system modules  10  that insert into slots  38  of a chassis  15 , such as server rack or blade chassis. An end user obtains enhanced service information for information handling system  10  by capturing with a portable information handling system  44  an image of selected multi-dimensional barcodes, such as QR codes  14 , affixed at or near components of information handling system  10 . For example, each QR code  14  can include a variety of service identifiers that enhance service information presented at labels immediately view able by an end user. Some examples of service identifier information embedded in a QR code include a URL for a model, end user or system specific website that presents service information; a telephone number for a call center with the number applicable to a service or warranty level of the information handling system; a unique identifier for the information handling system, component or end user associated with the system; a model type for the information handling system and/or component; and a component part number. To obtain enhanced service information, an end user captures an image of the QR code  14  with camera  46  of portable information handling system  44  to extract the service identifier, and applies the service identifier to retrieve enhanced service content through network  50 . In one embodiment, a barcode application  62  extracts a URL for use by a browser of portable information handling system  44 . In an alternative embodiment, a service application  64  receives the service identifier to perform specialized service functions with the service identifier, such as adding end user password information to a request for service, retrieving service files for presentation from local memory of portable information handling system  44 , or processing service identifiers to present service options to an end user like self-help or contacting a service call center  68 . 
     Some examples of enhanced service provided by service application  64  include coordination of service information for a specific information handling system  10  for presentation at portable information handling system  44  based upon service identifiers extracted from one or more QR codes of the specific information handling system  10 . For example, service application  64  contacts a service network location  52  using a URL extracted from a QR code  14  and applies a unique identifier extracted from the QR code  14  to obtain warranty information for the system; a user&#39;s manual for the system; assembly, repair and maintenance instructions for the system; video demonstrations of service functions performed at the system, pictures of the system, replacement suggestions for the system; audio instructions for service functions performed at the system; and fault codes indicated to identify faults at the system. In one embodiment, service engine  54  of service network location  52  includes an image analyzer  70  that accepts images capture by a camera to allow extraction of service identifiers from a QR code sent as an image to service network location  52 . In one alternative embodiment, an image sent to image analyzer  70  can include plural QR codes each of which are analyzed to extract service identifiers. For example, a single high resolution picture of a chassis  15  having a QR code and plural information handling system modules, each having a QR code, allows image analyzer  70  to determine a unique identifier of a chassis and all information handling system modules installed in the chassis. 
     In one embodiment, a QR code  14  is generated for presentation at a configurable display to dynamically present service information with the display. For example, a diagnostics module  72  running on components of an information handling system module  10  generates a service identifier and presents the service identifier with an inexpensive LED or electronic paper display  74  by embedding the service identifier in a QR code of the display  74 . The service identifier generated by diagnostics module  72  includes a diagnostics code that indicates the results of an analysis performed by diagnostics module  72  of components running on the information handling systems module  10 . In one embodiment, each information handling system module  10  in chassis  15  has its own dynamic diagnostics display  74  that presents diagnostics codes with a QR code based upon diagnostics performed at a diagnostics module  72  of each information handling system module  10 . In an alternative example, a chassis-wide dynamic fault code display  76  presents diagnostic codes for plural information handling system modules supported by the chassis  15 , with the QR code dynamically presented to include a unique identifier of the module associated with the fault code. A chassis controller coordinates the presentation of diagnostics for each information handling system module with the shared chassis-wide dynamic fault code display  76 . 
     When a dynamic QR code is generated at a display  74  or  76 , an end user can determine the fault detected by diagnostics by capturing an image of the QR code at the display with a camera of portable information handling system  44  and extracting the diagnostics code from the QR code. Service application  64  coordinates the gathering of relevant information for addressing the diagnostics code by presenting at portable information handling system  44  the meaning of the diagnostics code and providing a user interface for access to additional service information based upon service identifiers extracted from the QR code. For example, service application  64  coordinates access to self-help video demonstrations from service network location  52  or a telephone/chat session with a service call center  68  based upon the type of fault detected and a service level of the end user. If, for instance, a CPU failure is detected by diagnostics and presented in a QR code service identifier, the end user interface presents the failure and automatically retrieves a video form service network location  52  that demonstrates CPU replacement. Further, the user interface presents an order page to allow the end user to order a new CPU with the order page populated by compatible parts information based upon the system unique identifier and system configuration information retrieved from service network location  52 . In one embodiment, service application  64  includes logic that captures legacy diagnostics information, such as LED diagnostics indicators or textual information written at the information handling system, such as interpreting textual information that specifies a model type of unique identifier of the information handling system. The legacy information aids in the repair or replacement of information handling systems and components that do not include a QR code with service identifiers. 
     As an information handling system approaches end of life, components may begin to fail and, eventually, the end user will want to replace the information handling system. Service application  64  coordinates replacement of failed components and end-of-life information handling systems by applying service identifiers extracted from QR codes associated with an information handling system and components of the information handling system. Service application  64  uses the service identifiers to retrieve service information from service network location  52  and applies the service information to present a user interface to an end user with service function options. For example, in response to a dynamic QR code that indicates a hard disk drive failure at an information handling system module, service application  64  retrieves warranty information to determine if the failure is covered by warranty, and if so, initiates a telephone call to a service call center  68  to obtain manufacturer warranty service replacement of the hard disk drive. If warranty coverage is not provided, service application  64  retrieves the system configuration from service network location  52  to determine an appropriate replacement hard disk drive and presents an order page for the replacement part to the end user by inserting the users account and password information. In one embodiment, service application  64  contacts service engine  54  to initiate remote diagnostics for the hard disk drive to confirm that a failure has occurred. If a system failure requires replacement of an entire information handling system, service application  64  coordinates preparation of an order form for a compatible replacement based upon the service information of the legacy system as determined by the service identifiers embedded in the QR code of the legacy system. 
     Although the present invention has been described in detail, it should be understood that various changes, substitutions and alterations can be made hereto without departing from the spirit and scope of the invention as defined by the appended claims.