Method and system for remote diagnostics

Abstract

The present invention is directed towards a method and system for remote diagnostics in a Digital Subscriber Line (DSL) set-top box network having a head-end unit and a set-top box having diagnostics software. The diagnostics software stored in the set-top box enables the head-end unit to remotely query the set-top box about the current condition of the set-top box and, as a result, reduces the necessity of service calls and/or shipping charges that would otherwise be required. The diagnostics software generates data is response to a set-top box identification request, a software version request, a check television connection request, a check I/O ports request, a check HPNA networking request, a check USB request, a check system ICs request, a check DSL connection request, a check error codes request, a read warranty clock request, a read hours of operation request, and a perform default test request received from the head-end. Execution of the diagnostics software may be initiated as part of a periodical diagnostic test of the set-top box, at the request of a customer having difficulties with the set-top box, or in response to an alarm or alert message generated by the set-top box.

What is claimed is:  
     
         1 . A method for remote diagnostics in a Digital Subscriber Line (DSL) network having a head-end unit and a set-top box having diagnostics software, the method comprising the steps of: 
 transmitting a data request from the head-end unit to the set-top box;    placing the set-top box in a service mode in response to the reception of the data request; and    transmitting a response containing the requested data from the set-top box to the head-end unit.    
     
     
         2 . The method of  claim 1 , wherein the step of placing the set-top box in a service mode further includes the step of executing the diagnostics software of the set-top box in response to the reception of the data request and the step of transmitting the response occurs upon completion of the execution of the diagnostics software.  
     
     
         3 . The method of  claim 1 , wherein the step of transmitting the data request includes transmitting the data request in response to an alert message received from the set-top box.  
     
     
         4 . The method of  claim 1 , wherein set-top box resides at a customer's residence and the step of transmitting the data request includes transmitting the data request in response to a telephonic request from a user at the customer's residence.  
     
     
         5 . The method of  claim 4 , wherein the step of transmitting the response includes the step of the user telephonically providing the requested data to a technician operating the head end unit.  
     
     
         6 . The method of  claim 5 , wherein the requested data provided by the user is a description of one of an audio or a video output generated by a television connected to the set-top box.  
     
     
         7 . The method of  claim 1 , wherein the data request is one of a set-top box identification request, a software version request, a check television connections request, a check I/O ports request, a check HPNA networking request, a check USB request, a check system ICs request, a check DSL connection request, a check error codes request, a read warranty clock request, a read hours of operation request, and a perform default test request.  
     
     
         8 . In a Digital Subscriber Line (DSL) set-top box system having a head-end unit and a plurality of set-top boxes, a set-top box comprising: 
 a first interface for communicating with the head-end unit;    a storage medium for storing diagnostics software; and    a processor for executing the stored diagnostics software in response to a data request received from the head-end unit.    
     
     
         9 . The set-top box of  claim 8 , wherein the processor transmits a response to the head-end unit via the first interface upon completion of the execution of the diagnostics software.  
     
     
         10 . The set-top box of  claim 8 , wherein the storage medium also stores at least one Simple Network Management Protocol (SNMP) trap in the storage medium and initiates communication with the head end unit via the first interface when the trap is tripped.  
     
     
         11 . The set-top box of  claim 8 , further comprising: 
 a second interface for passing video and audio data to a television.    
     
     
         12 . The set-top box of  claim 11 , wherein the executed diagnostics software instructs the processor to pass audio data and video data to the television via the second interface.  
     
     
         13 . The set-top box of  claim 12 , wherein the audio data causes the television to generate an audible tone and the video data causes the television to display a set of color bars.  
     
     
         14 . The set-top box of  claim 8 , wherein the stored diagnostics software can provided data for at least one of a set-top box identification request, a software version request, a check television connections request, a check I/O ports request, a check HPNA networking request, a check USB request, a check system ICs request, a check DSL connection request, a check error codes request, a read warranty clock request, a read hours of operation request, and a perform default test request received from the head-end unit via the first interface.