US 12,192,575 B2
Method and system for advanced customer bug reporting
Vinod Jatti, Bangalore (IN); Murali S. Sahasranaman, Bangalore (IN); and Virendra Singh, Bangalore (IN)
Assigned to ARRIS Enterprises LLC, Horsham, PA (US)
Filed by ARRIS ENTERPRISES LLC, Suwanee, GA (US)
Filed on Oct. 17, 2022, as Appl. No. 17/967,046.
Application 17/967,046 is a continuation of application No. 17/167,180, filed on Feb. 4, 2021, granted, now 11,503,368.
Claims priority of provisional application 62/981,576, filed on Feb. 26, 2020.
Prior Publication US 2023/0041913 A1, Feb. 9, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04N 21/4425 (2011.01); G06F 3/16 (2006.01); H04N 21/41 (2011.01); H04N 21/422 (2011.01)
CPC H04N 21/4425 (2013.01) [G06F 3/167 (2013.01); H04N 21/41265 (2020.08); H04N 21/4221 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for capturing observations of customer-premise equipment or customer-provided equipment (CPE) devices, the method comprising:
receiving a user report indicating a problem detected by a user during use of a customer-premise equipment or customer-provided equipment (CPE) device, the user report being received in response to activation of one or more specific buttons on a remote controller;
entering the user report into a log with a timestamp;
identifying one or more other customer-premise equipment or customer-provided equipment (CPE) devices involved in the problem;
in response to entering the user report into the log, determining the customer-premise equipment or customer-provided equipment (CPE) device is presently active:
in response to determining the customer-provided equipment (CPE) device is presently active, contacting the customer-premise equipment or customer-provided equipment (CPE) device; and
obtaining additional details or logs about the problem from the customer-provided equipment (CPE) device.