System and method for remotely diagnosing and repairing a computing device

Abstract

A method for diagnosing and repairing a first computing device that is not able to be booted due to a malfunction of the first computing device is provided. The method comprises providing a boot tool stored on a removable computer readable storage medium; allowing the first computing device to be booted using the boot tool; providing for communication between the first computing device and a remote help desk computing device over a network; remotely identifying the malfunction of the first computing device; and pushing at least one repair data file from the remote help desk computing device to the first computing device or downloading the at least one repair data file from the Internet using the first computing device, wherein the at least one repair data file is configured for repairing the first computing device so that the first computing device is bootable without use of the boot tool.

What is claimed is: 
     
         1 . A method for diagnosing and repairing a first computing device that is not able to be booted due to a malfunction of the first computing device during a boot process, the method comprising:
 a) providing a boot tool stored on a removable computer readable storage medium;   b) allowing the first computing device to be booted using the boot tool;   c) providing a communication module associated with the boot tool, wherein the communication module includes a wireless universal serial bus (USB) data card that allows for two-way wireless communication between the first computing device and a remote help desk computing device over a network;   d) subsequent to using the boot tool to boot the first computing device, initiating, by the boot tool, a written and/or voice chat session between the first computing device and the remote help desk computing device over the network;   e) pushing a desktop manager tool from the remote help desk computing device to the first computing device over the network to allow the remote help desk computing device to take virtual control of the first computing device;   f) after the remote help desk computing device takes virtual control of the first computing device in step e), utilizing the remote help desk computing device to transfer retrievable data files stored in the first computing device to a remote data storage location over the network for backup at the remote data storage location;   g) remotely identifying the malfunction of the first computing device using the remote help desk computing device over the network; and   h) pushing at least one repair data file from the remote help desk computing device directly to the first computing device over the network, wherein the at least one repair data file is configured to repair the first computing device so that the first computing device is able to be booted without use of the boot tool.   
     
     
         2 . A method in accordance with  claim 1 , wherein the at least one repair data file includes a script or a tool, and wherein the at least one repair data file is not a file that was stored in a memory of the first computing device. 
     
     
         3 . A method in accordance with  claim 2 , wherein an anti-virus tool is pushed from the remote help desk computing device to the first computing device over the network to identify the malfunction of the first computing device. 
     
     
         4 . A method in accordance with  claim 1 , wherein the boot tool does not include the at least one repair data file. 
     
     
         5 . A system for diagnosing and repairing a first computing device that is not able to be booted due to a malfunction of the first computing device during a boot process, the system comprising:
 a remote help desk computing device;   a boot tool stored on a removable computer readable storage medium, the boot tool configured to boot the first computing device;   a communication module associated with the boot tool, wherein the communication module includes a wireless universal serial bus (USB) data card that allows for two-way wireless communication over a network between the first computing device and the remote help desk computing device, and wherein the communication module associated with the boot tool allows for a written and/or voice chat session to be initiated, by the boot tool, between the first computing device and the remote help desk computing device over the network;   a desktop manager tool communicated from the remote help desk computing device to the first computing device over the network to allow the remote help desk computing device to take virtual control of the first computing device; and   a remote data storage location in communication with the first computing device over the network,   wherein, after the remote help desk computing device takes virtual control of the first computing device, the communication module allows one or more data files stored in a memory of the first computing device to be transferred to and stored in the remote data storage location over the network by the remote help desk computing device for backup at the remote data storage location,   wherein the remote help desk computing device utilizes the desktop manager tool for remotely identifying the malfunction of the first computing device and pushes at least one repair data file from the remote help desk computing device directly to the first computing device over the network, wherein the at least one repair data file is configured to repair the malfunction in the first computing device so that the first computing device is able to be booted without use of the boot tool.   
     
     
         6 . A system in accordance with  claim 5 , wherein the at least one repair data file includes a script or a tool, and wherein the at least one repair data file is not a file that was stored in a memory of the first computing device. 
     
     
         7 . A computer diagnosis and repair system for addressing a no boot scenario, the system comprising:
 a first computing device that is not able to be booted due to a malfunction of the first computing device during a boot process, wherein the first computing device includes a memory;   a remote help desk computing device;   a boot tool stored on a removable computer readable storage medium, the boot tool configured to boot the first computing device;   a communication module associated with the boot tool, wherein the communication module includes a wireless universal serial bus (USB) data card that that is configured for providing two-way wireless communication between the first computing device and the remote help desk computing device over a network, and wherein the communication module associated with the boot tool is configured to provide for an initiation of a written and/or voice chat session, by the boot tool, between the first computing device and the remote help desk computing device over the network;   a desktop manager tool communicated from the remote help desk computing device to the first computing device over the network to allow the remote help desk computing device to take virtual control of the first computing device; and   a remote data storage location in communication with the first computing device over the network,   wherein, after the remote help desk computing device takes virtual control of the first computing device, the communication module allows one or more data files stored in a memory of the first computing device to be transferred to and stored in the remote data storage location over the network by the remote help desk computing device for backup at the remote data storage location,   wherein the remote help desk computing device utilizes the desktop manager tool for remotely identifying the malfunction of the first computing device and pushes at least one repair data file from the remote help desk computing device directly to the first computing device over the network, wherein the at least one repair data file is configured to repair the first computing device so that the first computing device is able to be booted without use of the boot tool, and wherein the at least one data repair file is not a file that was stored in the memory of the first computing device.   
     
     
         8 . A method for diagnosing and repairing a first computing device that is not able to be booted due to a malfunction of the first computing device during a boot process, the method comprising:
 a) utilizing a boot tool stored on a removable computer readable storage medium to boot the first computing device;   b) providing a communication module associated with the boot tool, wherein the communication module includes a wireless universal serial bus (USB) data card that allows for two-way wireless communication between the first computing device and a remote help desk computing device over a network;   c) subsequent to using the boot tool to boot the first computing device, initiating, by the boot tool, a written and/or voice chat session between the first computing device and the remote help desk computing device over the network;   d) receiving a desktop manager tool from the remote help desk computing device to the first computing device over the network to allow the remote help desk computing device to take virtual control of the first computing device;   e) after the remote help desk computing device takes virtual control of the first computing device in step d), utilizing the remote help desk computing device to transfer retrievable data files stored in the first computing device to a remote data storage location over the network for backup at the remote data storage location;   f) allowing for a remote identification of the malfunction of the first computing device using the remote help desk computing device over the network; and   g) downloading at least one repair data file directly from the remote help desk computing device using the first computing device over the network, wherein the at least one repair data file is configured to repair the first computing device so that the first computing device is able to be booted without use of the boot tool, and wherein the at least one data repair file is not a file that was stored in a memory of the first computing device.