Patent ID: 8924461

Claim:
A non-transitory computer readable medium having instructions thereon, the instructions being executable by a processor to: determine, by a remote device, that an Internet Protocol (IP) address of the remote device is unreachable; initiate, by an on-device agent encoded on the remote device, a connection from the remote device to a support computer upon determining that the IP address of the remote device is unreachable, the on-device agent comprising a tunnel client and a service host, the service host comprising an application plug-in and a web server, wherein the application plug-in comprises an extensible markup language based (XML-based) client to provide a first mode of accessing the plug-in, a hypertext markup language (HTML) interface to provide a second mode of accessing the plug-in, and an XML-based remote procedure call (RPC) interface to process a request to use the plug-in; establish, by the on-device agent via the tunnel client, a secure tunnel to the support computer via the connection; provide, by the on-device agent, a screen view interface of the remote device to the support computer; and receive, from the support computer via the on-device agent, a plurality of control signals, the plurality of control signals corresponding to remote device actions occurring in essentially real time.