Patent ID: 8644813

Claim:
A customer initiated mobile diagnostics service system, comprising: a database containing diagnostic data; a computer system; and an application, that when executed on the computer system, receives an enrollment message from a portable electronic device to self-enroll for diagnostic services, sends a message to activate diagnostics software on the portable electronic device upon the portable electronic device's self-enrollment, subsequently receives a plurality of notifications of a plurality of service problems experienced by the portable electronic device from one of the portable electronic device, a service vendor, or another component, analyzes data stored by at least one of the portable electronic device or the database to identify one of more root causes of the plurality of service problems in response to receipt of the plurality of notifications of the plurality of service problems, wherein the analyzed data comprises voice and data communications activity and operating conditions that are monitored over time during times of normal operation of the portable electronic device and when the plurality of service problems occur, and sends information to the portable electronic device comprising resolutions of the plurality of service problems based on the one or more root causes in response to identifying the one or more root causes.