Microsoft Technology Licensing, LLC

Minjun Wu

Kiran Nallabothula

Doru Constantin Nica

Himanshu Misra

Srihari Busam

Sathish Kumar Venkat Rangam

Nagaraju Palla

Nagaraj Patil

Raghavendra Bhuthpur

Ning Zhuang

Shakeel Solkar

Dylan Symington

Katy Chen

Scott A Moody

Svetlana A Borodina

Kevin Matthew Dargie

Yuedong Yin

Ming Yang

Xiaoyu Li

Eddie Fong

A client computing system detects when a problem is encountered with an application and identified problem-specific diagnostic data that is to be collected, given the detected problem. It also identifies one or more problem-specific test or diagnostic analyzers and executes those analyzers to generate additional data. The data that is collected and the data that is generated by the analyzers is packaged and sent to a service computing system for identifying a remedial action that can be performed to address the problem. The remedial action is received and surfaced for the user.

State-based remedial action generation

An assistance service through its local client application or agent at a user's device hardware and software environment information and monitor a health of one or more applications. Upon detecting an issue or being activated by the user, the assistance service may perform diagnostic and/or recovery actions. If predefined or dynamically determined recovery actions are inadequate to address the issue, the assistance service may engage a support service providing collected user device environment information and received server environment information to the support service. A history of attempted recovery actions and diagnostic results may also be provided. The assistance service may, through a user interface of its local, client or agent, facilitate communication with the supports service and perform recovery actions, suggested by the support service providing feedback to the support service. When needed, the assistance service may rollback a version of locally installed or server-side applications to address the issue.

On-demand or dynamic diagnostic and recovery operations in conjunction with a support service

Personalized diagnostics, troubleshooting, recovery, and notification based on application state is provided. In some examples, system, application, and device level configuration and usage data may be collected as telemetry data. Upon detection of a crash or similar problem, or upon user activation, an assistance service and/or a local assistance application component may execute diagnostics on the crashed application based on the telemetry data, user credentials, known problems, and other factors which may be recorded by the assistance application and/or other system elements. Suitable recovery actions may be taken. If recovery actions are unsuccessful, diagnostic information may be provided to a support system and the issue elevated. Moreover, collected information may be provided to a system database for generating data insights and determining error patterns.

Personalized diagnostics, troubleshooting, recovery, and notification based on application state

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Minjun Wu