Abstract: A standard reporting schema to represent applications and other information on a computer in a hierarchical manner, such as via an XML (extensible markup language) file. An agent or engine is provided to inventory a computer for installed applications or services and to output a report, or log file, conforming to the schema standard. A calculation may be performed on a subset of attributes stored in the log file for an application or a service so as generate a signature representing the subset. The signature may be stored with the log file, and may be accessed quickly in a database to determine whether or not the application is a particular application, or, if more particular resources are defined, to determine more specific information, such as whether the application is a particular version or run of the application.

Abstract: The present invention provides a method for collecting information to uniquely identify an application on a client computer upon the occurrence of a reporting event, such as a crash. The method is implemented by providing a client computer having access to a network. In order to uniquely identify the application, the method generates an inventory of selected files stored in at least one directory, normally including the directory containing the application executable file. The method further generates an inventory of system properties for the client computer. The inventories are transmitted via the network to a server computer. Upon receipt by the server computer, the inventory information is compared with corresponding information in a database to determine whether the application can be uniquely identified. If the application can be identified, the user can be notified of a solution or other information in response to the reporting event.

Abstract: An application programming interface (API) that leverages operating system instrumentation to provide a chain of threads and processes may alleviate some debugging complications. Specifically, the chain may start with the first thread in the process that experienced the original failure and end with the last thread upon which the first thread directly or indirectly depends. The API may aid debugging efforts by classifying all threads related or dependent upon an original failed thread into specific categories of failures, requesting further information from the originating OS concerning specific failed threads, and using that information to debug the failed application or process more thoroughly.

Abstract: A vertical can be a series of computer-executable instructions that, in response to an incident, collect information regarding that incident and transmit the information for analysis and possible helpful feedback to the user. A general purpose vertical can address types of incidents, such as crashes or hangs, across a variety of applications, while a custom vertical can be written to address application-specific incidents. Verticals can access underlying support mechanisms through an infrastructure, which can also enable applications to request that additional data be collected by the verticals, and set other preferences. Once the data is collected and transmitted, a vertical may receive feedback, that can be a request for additional information or feedback to the user. The feedback to the user can attempt to identify the incident and aid the user in recovering from it and avoiding it in the future.

Abstract: A method and computer product for mapping an error message to an identifier to enable error reporting is provided. An error message hash vector is associated with a resource ID and a resource module. When an error message is displayed, substrings of text in the message are hashed and matched to a corresponding hash vector. The substrings are defined as text that is between the start of the message and wildcard string (a string that is dynamically inserted at runtime), between a wildcard string and the end of the message, or between two wildcard strings. Based on the hash of these substrings, error messages can be quickly and efficiently mapped to a corresponding resource ID and module, which can then be reported.

Abstract: A standard reporting schema to represent applications and other information on a computer in a hierarchical manner, such as via an XML (extensible markup language) file. An agent or engine is provided to inventory a computer for installed applications or services and to output a report, or log file, conforming to the schema standard. A calculation may be performed on a subset of attributes stored in the log file for an application or a service so as generate a signature representing the subset. The signature may be stored with the log file, and may be accessed quickly in a database to determine whether or not the application is a particular application, or, if more particular resources are defined, to determine more specific information, such as whether the application is a particular version or run of the application.

Abstract: A system and method for delivering support tools to a computer user's machine, without requiring the user to directly download, install and/or execute the tools. A user in need of support contacts support and in response receives a URL corresponding to a manifest, which is a data file identifying support tools that a user's machine is to run to collect data for analysis. Via HTTP, a control mechanism on the user's machine interprets the manifest, automatically handling downloading and installation of any needed tool, and executes the tools on the machine with appropriate parameters that are present in the manifest. Data is collected, packaged and returned to a support entity, where it is analyzed such that a support solution may be returned to the user. The system and method provide efficient and consistent support to computer users, helping both support personnel while giving computer users a very straightforward support experience.

Abstract: A method to globally place a feedback button in every dialog box, message box, and top-level window in every application and message box in an operating system to provide a user with the opportunity to provide feedback for the dialog box, message box, or top-level window. The system checks a setting to determine if and what type of box/window that a feedback button will be placed and if the setting is enabled, a feedback button with customizable text will be placed on the box/window when the box/window is displayed if the type of window being displayed matches the type specified as having a feedback button. The system loads a program file that provides instructions to the user on how to provide feedback to a developer or system administrator when the user selects the feedback button. Once the user enters feedback, this feedback is sent to wherever the program file designated the information to be sent.

Abstract: A standard reporting schema to represent applications and other information on a computer in a hierarchical manner, such as via an XML (extensible markup language) file. An agent or engine is provided to inventory a computer for installed applications or services and to output a report, or log file, conforming to the schema standard. A calculation may be performed on a subset of attributes stored in the log file for an application or a service so as generate a signature representing the subset. The signature may be stored with the log file, and may be accessed quickly in a database to determine whether or not the application is a particular application, or, if more particular resources are defined, to determine more specific information, such as whether the application is a particular version or run of the application.

Abstract: The present invention provides a method for collecting information to uniquely identify an application on a client computer upon the occurrence of a reporting event, such as a crash. The method is implemented by providing a client computer having access to a network. In order to uniquely identify the application, the method generates an inventory of selected files stored in at least one directory, normally including the directory containing the application executable file. The method further generates an inventory of system properties for the client computer. The inventories are transmitted via the network to a server computer. Upon receipt by the server computer, the inventory information is compared with corresponding information in a database to determine whether the application can be uniquely identified. If the application can be identified, the user can be notified of a solution or other information in response to the reporting event.