A system and method for remote device maintenance and support

Abstract

The invention discloses a remote equipment maintenance and support system and a method thereof, and provides a remote equipment maintenance and support system which is convenient for a technical provider to remotely detect and maintain client equipment. The system comprises a client mechanism terminal, an operation terminal and a server, wherein the client mechanism terminal, the operation terminal and the server are connected with one another through network signals; the client mechanism terminal comprises a user authorization module, a desktop sending module, a hardware management module, anevaluation configuration module, an evaluation execution module and an evaluation output module. The operation terminal comprises a user login module, a desktop receiving module and an operation evaluation module; the server comprises a user management module, a configuration management module, a log management module and a suspected fault discovery module. According to the invention, the equipment has the capabilities of self-discovering service life and fault conditions. Products can be evaluated in time, and off-site business trips are avoided. Therefore, the cost is saved, and the efficiency is improved.

Description

technical field [0001] The invention relates to the field of remote equipment maintenance support, in particular to a remote equipment maintenance and support system and method thereof. Background technique [0002] The life of electronic products is easily affected by the environment and operating conditions. Under certain circumstances, it does not match the life of the nominal product specification, and may be shortened; in addition, due to the aging of the equipment due to the long-term operation of the electronic product equipment, there may be a decrease in accuracy and product abnormalities, etc. Condition. [0003] When the equipment at the terminal of the customer institution has a decrease in the operating accuracy of the hardware equipment, or even fails to work normally, because the customer is not familiar with the equipment operation mechanism and cannot handle and solve the problems of the equipment, the technology provider (equipment supplier) is required for...

AI Technical Summary

Problems solved by technology

[0002] The life of electronic products is easily affected by the environment and operating conditions. Under certain circumstances, it does not match the life of the nominal product specification, and may be shortened; in addition, due to the aging of the equipment due to the long-term operation of the electronic product equipment, there may be a decrease in accuracy and product abnormalities, etc. Happening

[0003] When the equipment at the terminal of the customer institution has a decrease in the operating accuracy of the hardware equipment, or even fails to work normally, because the customer is not familiar with the operation mechanism of the equipment, he cannot handle and solve the problems of the equipment, and the technical provider (equipment supplier) is required for maintenance.

Usually, the technology provider cannot rush to the customer for processing at the first time, and can only conduct preliminary processing through remote guidance. Conventional remote guidance is carried out by telephone or video and requires the cooperation of the customer. The principle of the equipment is unclear and the customer is not a professional, so it is impossible to provide effective help to the technology provider, resulting in problems that cannot be solved

When the remote guidance cannot be solved, it is necessary to arrange personnel to travel, resulting in higher manpower and time costs, and most of the time during the business trip is in the itinerary, and its overall work efficiency is low

[0004] Therefore, the existing after-sales service of equipment has the problems that remote guidance cannot effectively provide technical support and solve equipment abnormalities, and the cost of frequent business trips is high and the work efficiency is low.

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