A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

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.

Client devices having deployed an application may experience a crash of the application. For example, a first client device may experience a first crash having a first crash signature of the application. After experiencing the first crash, a first device identification of the first client device may be assigned to a first bucket designating one or more device identifications of client devices having experienced the first crash. Client devices having device identifications in the first bucket are provided with a first crash fix for the first crash, while a second client device is not provide with the first crash fix, where the application is deployed on the second client device and the second client device was not assigned to the first bucket.

The disclosed computer-implemented method for system recovery from a system user interface process malfunction may include (i) determining that a system user interface (UI) process is executing on the computing device, (ii) determining that a message indicating a malfunction of the system UI process is displayed on the computing device, (iii) identifying a mobile application that was executing on the computing device at a time of the malfunction of the system UI process, and (iv) in response to identifying the mobile application that was executing at the time of the malfunction of the system UI process, performing a security action for recovery from the malfunction of the system UI process. Various other methods, systems, and computer-readable media are also disclosed.

Various methods and systems for tracking incomplete purchases in correlation with application performance, such as application errors or crashes, are provided. In this regard, aspects of the invention facilitate monitoring transaction and application error events and analyzing data associated therewith to identify data indicating an impact of incomplete purchases in relation to an error(s) such that application performance can be improved. In various implementations, application data associated with an application installed on a mobile device is received. The application data is used to determine that an error that occurred in association with the application installed on the mobile device correlates with an incomplete monetary transaction initiated via the application. Based on the error correlating with the incomplete monetary transaction, a transaction attribute associated with the error is determined.

Aspects of the subject disclosure may include, for example, a method in which a processing system installs on a controlling device user interface automation software provided by a customer care server separated from the controlling device; the controlling device communicates with the customer care server over a communication network. The system receives information from equipment of a customer care agent regarding a customer care issue associated with a communication device coupled to the controlling device by a communication link separate from the communication network. The method includes effecting, responsive to the information and without action by a user of the communication device, an input to the user interface via the communication link to initiate a resolution procedure for the customer care issue; the resolution procedure can include resetting network settings, enabling a network service, collecting information regarding the network settings, and/or providing new network settings. Other embodiments are disclosed.

A method is provided for providing mobile device support services. The method may include monitoring a mobile device status. The method may additionally include performing device diagnostics based at least in part on captured device status data to identify potential faults that may affect mobile device functionality. A corresponding system, apparatus, and computer program product are also provided.

A computer implemented method includes detecting point of sale (POS) terminal issues via a software agent executing on the POS terminal, generating an issue report that identifies the issues, labels the issues, and includes an issue description, and transmitting the issue report to a server to generate an interface for a mobile device that provides a graphical user interface (GUI) displayed on a display of the mobile device based on the transmitted issue report that identifies a status of at least one POS terminal.

A user terminal hardware detection system includes a computing device and an oscilloscope communicatively coupled to the computing device. The oscilloscope obtains a digital signal waveform diagram of a user terminal and sends the digital signal waveform diagram to the computing device. The computing device performs feature recognition on the digital signal waveform diagram using a fault analysis model to identify feature information of the digital signal waveform diagram. The computing device compares the identified feature information to feature information of a faulty hardware module and a fault type of the faulty hardware module in a fault type database. The computing device outputs the faulty hardware module and the fault type of the faulty hardware module represented by the feature information of the digital signal waveform diagram according to a comparison result.

Self-healing charging devices and techniques for identifying and/or troubleshooting causes of performance degradation in user devices are described. The self-healing charging devices described herein can leverage performance logs associated with user devices to identify problems on the user devices while the user devices are charging. Additionally or alternatively, the self-healing charging devices can leverage predictive models learned from a collection of data derived from a plurality of users associated with a network to identify usage and/or performance patterns for predicting issues that can arise based on usage patterns of the user of the user device. In some examples, the self-healing charging devices can be communicatively coupled to at least one network for offloading some of the processing. The self-healing charging devices can enable users to easily identify issues causing and/or leading to performance degradation on their user devices and remedy and/or prevent problems that cause the performance degradation.