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Method and System for Automatically Detecting an Error in a Computer System and Reporting the Error to a Support Organization

IP.com Disclosure Number: IPCOM000202759D
Publication Date: 2010-Dec-29
Document File: 4 page(s) / 26K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for automatically detecting an error in a computer system and reporting the error to a support organization is disclosed. The method and system automatically detects that an error has occurred and an error message window depicting the error has appeared on a desktop of the computer system. Thereafter, the error is reported to the appropriate support organization.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 42% of the total text.

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Method and System for Automatically Detecting an Error in a Computer System and Reporting the Error to a Support Organization

Disclosed is a method and system for automatically detecting an error in a computer system and reporting the error to a support organization. An error message window is displayed on a desktop of the computer system in response to the error occurring in the computer system. The error message window displayed on the desktop of the computer system is automatically detected. Thereafter, information associated with the error is congregated. The information associated with the error may include, but not limited to, an application name, an application version, other applications running during this point of time, an Operating System (OS), a memory size, and other hardware information among others. Based on the congregated information, an appropriate service organization is identified that is capable of providing a solution to the error. Subsequently, the information associated with the error is transmitted to the appropriate service organization for further processing.

Figure illustrates a flowchart of the process for detecting and reporting an error in the computer system.

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Start

No

No

Has new window been detected?

Is the new window an error window?

Yes

Yes

Determine support organization

No

Support organization automatically determined?

Prompt user to select support organizations

Yes

 Send to selected support organization

Stop

Figure 1

As depicted in the figure, a desktop of the computer system is monitored to detect whether a new window (e.g. a pop-up window) is displayed on the desktop. In response to detecting the new window, it is ascertained whether the new window is an error window. In other words, it is determined whether an error has occurred in the computer system and the error window is displayed on the desktop in response to the error.

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Several methods may be used to ascertain that the new window is the error window. For example, a window named "class" may be automatically queried to determine that the window "class" is an error type of dialog. Alternatively, to retrieve, examine and mine a text in the new window a software application may be used to determine if the new window contains keywords or phrases such as, error, failed, "encountered a problem" etc. As new errors keep encountering, the software application may be updated with the keywords or phrases. However, in a scenario the software application may fail to retrieve and examine the text in the new window. In such a scenario, to retrieve, examine and mine the text in the new window an Optical Character Recognition (OCR) technique may be used. In addition, to determine any error signs displayed in the new window, the OCR technique may be used. The error signs may include an icon of a stop sign or an exclamation point among others.

Once it is determined that the new window is the error window, the computer system may...