Patent ID: 7340648

Claim:
A user support method of providing online support for operation of a device coupled to a client system, comprising steps of: (a) connecting the client system to a user support server system configured to provide online support for operation of the device; (b) transmitting device information indicative of a device model and environment information indicative of an operation environment of the device, from the client system to the user support server system; (c) diagnosing, using the device information and the environment information transmitted to the user support server system, a device system which includes the client system and the device so as to identify a malfunction part of the device system; (d) generating a repair plan for solving the malfunction of the device system based on the diagnosis, the repair plan further based on a probability of estimated malfunction status and a repair burden on a user; (e) generating device support information based on the diagnosis, the device support information including the repair plan and being configured to be used for supporting operation of the device; (f) transmitting the device support information from the user support server system to the client system; and (g) providing a user interface indicative of the identified malfunction part and the repair plan in response to the received device support information at the client system.