Patent ID: 7093169

Claim:
A method for diagnosing a customer computer over a network, comprising: initiating a customer service session to provide technical support of the customer computer; transmitting a program to execute on the customer computer, wherein the program causes the customer computer to perform: (i) downloading at least one object from a server to the customer computer over the network; (ii) determining performance data comprising a network transmission time to download the object from the server to the customer computer over the network to diagnose performance problems with the customer computer; (iii) displaying at the customer computer being diagnosed both the determined performance data for the customer computer and average performance data to provide information to diagnose the customer computer, wherein the average performance data includes network performance data for other computers in the network; (iv) transmitting the determined performance data to a diagnostic system over the network; and using the performance data transmitted to the diagnostic system to provide technical support for the customer computer.