Problem analysis of a node computer with assistance from a central site

摘要

A computer network analyzes a problem with a first computer in the network. The network comprises a first program which runs on a second computer and analyzes a problem with the first computer. A second program also runs on the second computer and generates an alert for transmission to the third computer. The alert includes a probable cause category encompassing the problem and a recommendation. The recommendation is to contact a service engineer if the problem requires expertise or resources of the service engineer to correct, and is to establish remote access on site at the third computer of the first program to obtain additional information relating to the cause of the problem if at least a reasonable chance exists that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. A third program runs on the third computer and remotely controls the first program to obtain the additional information relating to the cause of the problem if there is at least a reasonable chance that the problem can be corrected by a person at the first computer which person not having service engineering expertise or resources. The additional information includes a recommended test or inspection to determine the cause of the problem.