	US 11,809,270 B1
	Telematics-based network device troubleshooting and repair
Yousef Wasef Nijim, Cumming, GA (US); and James Alan Strothmann, Johns Creek, GA (US)
Assigned to Cox Communications, Inc., Atlanta, GA (US)
Filed by Cox Communications, Inc., Atlanta, GA (US)
Filed on Mar. 29, 2021, as Appl. No. 17/215,874.
Application 17/215,874 is a continuation of application No. 16/106,195, filed on Aug. 21, 2018, granted, now 10,963,333.
Int. Cl. G06F 11/00 (2006.01); G06F 11/07 (2006.01); G06N 20/00 (2019.01)

CPC G06F 11/0793 (2013.01) [G06F 11/079 (2013.01); G06F 11/0709 (2013.01); G06F 11/0787 (2013.01); G06N 20/00 (2019.01)]

20 Claims

1. A system for providing device troubleshooting and self-repair, the system comprising:

at least one processor; and

a memory storage including instructions that, when executed by the at least one processor, cause the system to:

receive telemetry data from a plurality of network-connected customer premises equipment (CPE) devices;

apply one or more self-check rules to the received telemetry data for identifying an issue associated with at least one of the plurality of CPE devices;

responsive to identifying the issue, generate and transmit an alert to a telematics device repair (TDR) server, wherein the alert includes information about the identified issue;

receive, from the TDR server, a troubleshooting plan comprising one or more troubleshooting steps for diagnosing and resolving the issue;

execute the one or more troubleshooting steps at the at least one CPE device to diagnose and resolve the issue;

receive troubleshooting and repair feedback data from the at least one CPE device; and

based on an analysis of the received troubleshooting and repair feedback data:

predict an occurrence of the issue in association with one or more CPE devices of the plurality of CPE devices other than the at least one CPE device prior to the issue occurring; and

proactively generate and transmit modified troubleshooting steps based on the analysis to the one or more other CPE devices for execution to prevent the issue from occurring.

10. A customer premises equipment (CPE) device comprising:

at least one processor; and

a memory storage including instructions that, when executed by the at least one processor, cause the CPE device to:

collect telemetry data associated with the CPE device;

apply one or more self-check rules to the collected telemetry data for identifying an issue associated with the CPE device, wherein one of the one or more self-check rules includes determining a status of one or more other CPE devices communicatively coupled to the CPE device, the status indicating whether the issue has been identified in association with the one or more other CPE devices;

responsive to identifying the issue associated with the CPE device, generate and transmit an alert to a telematics device repair (TDR) server, wherein the alert includes information about the issue and about the CPE device;

receive, from the TDR server, a troubleshooting plan comprising one or more troubleshooting steps for diagnosing and resolving the issue;

execute the one or more troubleshooting steps to diagnose and resolve the issue; and

provide, to the TDR server, troubleshooting and repair feedback data, the feedback data including information associated with whether the one or more troubleshooting steps resolved the issue.