A computer-implemented method performed by a mobile device support apparatus in communication with a mobile device, the computer-implemented method comprising: receiving device status data from the mobile device; determining at least one potential fault of the mobile device based on comparison of the device status data with one or more fault profiles, each of the one or more fault profiles comprising information aggregated from a plurality of mobile devices regarding device characteristics information and probability information that a device configuration would either give rise to or increase the probability of giving rise to one or more faults; receiving and aggregating a plurality of solution implementation results data associated with a plurality of mobile devices, the solution implementation results data comprising information about whether implementing a particular solution in a particular mobile device caused one or more faults associated with the particular mobile device to be resolved; identifying a plurality of potential solutions to the at least one potential fault based on the aggregated solution implementation results data; determining a solution of the plurality of potential solutions that has a highest probability of resolving the at least one potential fault based on the aggregated solution implementation results data; providing an indication of the at least one potential fault and the solution to the mobile device; causing rendering, at the mobile device, of a user interface configured to receive an approval input from the user, wherein the mobile device automatically initiates the solution in response to receiving the approval input; initiating a support session in response to determining to escalate to a customer service representative, the support session interfacing a customer representative with a user associated with the mobile device; providing a record of previously received device status data to the customer service representative including corrective actions performed by the user; and in response to a selection by the customer service representative, providing for remote control of the mobile device that facilitate resolution of the at least one potential fault on the mobile device. receiving device status data from the mobile device; determining at least one potential fault of the mobile device based on comparison of the device status data with one or more fault profiles, each of the one or more fault profiles comprising information aggregated from a plurality of mobile devices regarding device characteristics information and probability information that a device configuration would either give rise to or increase the probability of giving rise to one or more faults; receiving and aggregating a plurality of solution implementation results data associated with a plurality of mobile devices, the solution implementation results data comprising information about whether implementing a particular solution in a particular mobile device caused one or more faults associated with the particular mobile device to be resolved; identifying a plurality of potential solutions to the at least one potential fault based on the aggregated solution implementation results data; determining a solution of the plurality of potential solutions that has a highest probability of resolving the at least one potential fault based on the aggregated solution implementation results data; providing an indication of the at least one potential fault and the solution to the mobile device; causing rendering, at the mobile device, of a user interface configured to receive an approval input from the user, wherein the mobile device automatically initiates the solution in response to receiving the approval input; initiating a support session in response to determining to escalate to a customer service representative, the support session interfacing a customer representative with a user associated with the mobile device; providing a record of previously received device status data to the customer service representative including corrective actions performed by the user; and in response to a selection by the customer service representative, providing for remote control of the mobile device that facilitate resolution of the at least one potential fault on the mobile device.