Providing apparatus to solve events occurring during use of products, e.g. for remote analysis of computer system

摘要

The method involves storing diagnostic knowledge tree database for the products in a retailer environment. A copy of a subset of the diagnostic knowledge tree is downloaded to a client environment, to deliver diagnostic information for a subset of the products that is supported in the client environment. Diagnostic information is delivered to a diagnostic program running in the client environment via a copy of the subset for events which may occur when the diagnostic program attempts to analyze the subset of products. An apparatus for solving events is also claimed.