Method and apparatus for tracing troubleshooting events for aiding technical assistance
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United States of America Patent
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N/A
Issued Date -
Oct 7, 2004
app pub date -
Apr 1, 2003
filing date -
Apr 1, 2003
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A method and apparatus for tracing troubleshooting events for aiding technical assistance personnel are provided. With the method and apparatus, a user initiates a technical assistance tracing mechanism on his/her client device. The technical assistance tracing mechanism includes event listeners that are registered with the operating system of the client device. These event listeners are notified when, for example, an input device event occurs, when a graphical user interface event occurs, and the like. These events are recorded by the technical assistance tracing mechanism of the present invention as a log of events. This log of events may then be provided to a computing device which is being used by the technical assistance specialist for use in diagnosing and curing the problems encountered by the user. An automated tool may be provided for analyzing the event log and/or emulating an operating system environment so that the event log may be replayed in a graphical manner.
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