Patent ID: 7975265

Claim:
A method comprising: executing a support tool that includes an install routine on a computer system located at a customer premises, the support tool to install a peripheral driver associated with a digital subscriber line modem to enable the digital subscriber line modem to access a service provider network; capturing install states of the peripheral driver at a plurality of predefined points while installing the peripheral driver, wherein at least one predefined point of the plurality of predefined points records a configuration of the computer system, wherein the recorded configuration of the computer system includes at least available memory information, and wherein the plurality of predefined points is determined based on an analysis of a collection of customer service records; detecting an error at one of the plurality of predefined points during the install routine; launching an auto-scripting engine in response to detecting the error, the auto-scripting engine to access problem-solution combinations based on the install states; generating a plurality of action scripts crafted to resolve the error based on the problem-solution combinations; and selecting a first action script from the plurality of action scripts based on the error.