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Create a specific QR code from product error messages that could be scanned into a device and used for support

IP.com Disclosure Number: IPCOM000199891D
Publication Date: 2010-Sep-20
Document File: 1 page(s) / 40K

Publishing Venue

The IP.com Prior Art Database

Abstract

When an error occurs with hardware or software, the user is often presented with an error code or reason. The user then often has to go to a lot of effort to find information about the error to help them solve the problem. The error code is rarely context sensitive, and the user often has to change the state of the machine in order to search for help, for example by closing the window displaying the error message or rebooting the machine. A solution to this problem is to provide more context relevant by enabling the hardware to produce a QR code for the error message that could potentially include customisation based on the properties of the user's system. The user can then scan or photograph the QR code with a mobile device. An application on the device or a service can then use the information from the QR code to direct the user to the most relevant support information.

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Create a specific QR code from product error messages that could be scanned into a device and used for support

Currently if a problem occurs with software or hardware, an error code is displayed but the user must manually input the error code into a browser and try and find the solution they need to solve the problem. Some software may provide links to a knowledge base document but often these are not very helpful, and not very context aware. Also, in order to get at a browser or a link to more information the user has to change the state of the machine, for example by closing the window containing the error message or perhaps even rebooting the machine.

    Ideally what the user needs is to be able to submit the error code, details about the system (software and hardware) and get the most relevant information to help them solve the problem, without potentially changing the state of the system.

    One solution to these problems could be for the software to generate a QR (quick response) code for the error message. The user can then scan/photograph the QR (quick response) code and submit it to a support application or to a search engine. The QR (quick response) code at a minimum will contain the error code, but could be encoded to contain information about the system, for example, trace/dump information, hardware information, operating system, software, date and time.

    The QR (quick response) code can be submitted to a relevant application or search engine to provide the...