Abstract: Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Abstract: Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Abstract: Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Abstract: Described herein is a method and system that provides access to numerous connected devices in a device bank and allows remote interaction and control of aspects of the connected devices using a remote management system. In an embodiment, the method comprises the configuring of one or more connected devices in the device bank to mimic an end user's connected device configuration and environment in order to resolve an issue with the end user's connected device. In other embodiments, the connected devices in the device bank can be used by end users such as developers to test and diagnose new applications and by remote support technicians to train themselves on connected devices.

Abstract: Disclosed is a method to enable wireless remote session recovery for a wireless device. Should a wireless device encounter a broken communication link during a virtual mobile management (VMM) operation, a method of automatic session recovery is disclosed which executes from a management console through a communication end-point gateway server in order to reconnect the mobile device. Under control of the session reconnection method, the device client listener and tools of wireless device re-establishes the signal and bearer links with a management console, over the air through the communication end-point gateway server (CEG). The communication utilizing the session recovery algorithm enables the wireless device to receive session information from the communication end-point gateway server, including the respective tools.

Abstract: Disclosed is an apparatus and method to access privileges of Virtual Mobile Management (VMM) client in mobile device. A disclosed example method contains an assigning embedded stub to raise the access privilege of the tool on a mobile device, the embedded stub is integrated by an operating system of the mobile device with “root” privilege, determining via a secured key exchange algorithm that the VMM client and tools is authorized to be installed on the mobile device then, the VMM client and tools of a mobile device are authorized to access a network interface of the Communication Endpoint Gateway (CEG) server, configuring the embedded stub to install the key exchange procedure for the shared certification between the embedded stub, VMM client and the session mediation server, enabling the embedded stub to communicate through a secure link via VMM client.

Abstract: Described herein is a method and system that provides symptom based and context sensitive knowledgebase management during a remote management session with a connected device. Knowledgebase profiles are generated that are linked to symptoms and device metrics and knowledgebase search rules are set that are linked to the symptoms, and specific device metrics. The knowledgebase management system provides a remote support technician with the support information instantly during a remote management session based on the symptom described by an end user and an assessment of the connected device state in order to aid in the troubleshooting of the issue and assist in the transfer of the knowledge.

Abstract: Described herein is a method and system that provides access to numerous connected devices in a device bank and allows remote interaction and control of aspects of the connected devices using a remote management system. In an embodiment, the method comprises the configuring of one or more connected devices in the device bank to mimic an end user's connected device configuration and environment in order to resolve an issue with the end user's connected device. In other embodiments, the connected devices in the device bank can be used by end users such as developers to test and diagnose new applications and by remote support technicians to train themselves on connected devices.

Abstract: Systems and methods for recording and replaying a troubleshooting event between a customer and CARE agent are provided. The method includes configuring a communication component of the remote mobile management systems to enable recording of a media stream associated with entire troubleshooting session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and replaying the received media stream. As a result, a special mode of Virtual Mobile Management (VMM) tool that allows remote support technicians to record the entire troubleshooting session from the management console is provided by present invention and they can replay the events to help trace the problems encountered by the user on the device.

Abstract: Disclosed is a connection authorization method with an access privilege transferring algorithm for safely transmitting privilege information between virtual mobile management tool and communication endpoint gateway (CEG) server through embedded stub. Secret Shared Key (SSK) information is shared between the embedded stub and communication endpoint gateway server (namely, session mediation server) through VMM (Virtual Mobile Management) client. A stub that generates access privilege information transfers access privilege information to VMM tool. The stub applies a two-way communication channel between the session mediation server and the VMM tool by joining the generated privilege information and the SSK information to each other, thereby generating protected privilege information with which a third party or hacker who does not know the secret information is not capable of interfering. Exploiting the protected privilege information makes it possible to safely connect authorization with access privileges.

Abstract: Disclosed is a method to enable wireless remote session recovery for a wireless device. Should a wireless device encounter a broken communication link during a virtual mobile management (VMM) operation, a method of automatic session recovery is disclosed which executes from a management console through a communication end-point gateway server in order to reconnect the mobile device. Under control of the session reconnection method, the device client listener and tools of wireless device re-establishes the signal and bearer links with a management console, over the air through the communication end-point gateway server (CEG). The communication utilizing the session recovery algorithm enables the wireless device to receive session information from the communication end-point gateway server, including the respective tools.

Abstract: Disclosed is an apparatus and method to access privileges of Virtual Mobile Management (VMM) client in mobile device. A disclosed example method contains an assigning embedded stub to raise the access privilege of the tool on a mobile device, the embedded stub is integrated by an operating system of the mobile device with “root” privilege, determining via a secured key exchange algorithm that the VMM client and tools is authorized to be installed on the mobile device then, the VMM client and tools of a mobile device are authorized to access a network interface of the Communication Endpoint Gateway (CEG) server, configuring the embedded stub to install the key exchange procedure for the shared certification between the embedded stub, VMM client and the session mediation server, enabling the embedded stub to communicate through a secure link via VMM client.