Broadband Router End-User Problem Diagnosis Expert System

• Main Authors: Ju-ChienKuo, 郭如千
• Other Authors: Tzone-I Wang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/99112655920484747681

碩士 === 國立成功大學 === 工程科學系專班 === 98 === People nowadays connect their devices to global Internet via broadband routers, when in the home, and wireless router, when on the move. Routers have become a core device for network connections. An end-user, while using routers, may encounter problems, such as totally having no idea how to use a device, not knowing how to bridge the device and the host computer via a network cable, not knowing what is a WAN Port or a LAN Port, not seeing any indication of power’s working or just seeing indicators flushing, not getting DHCP IP form network device for the host, not able to login to the configuration page of a network device, and many more problems. To make things even worse, phone calls to the customer service are always put on waiting. Even connected, distance descriptions without pictorial display usually confuse an end-user further. It is such a lose-lose situation for both users and companies. This thesis develops an End-User Network Connection Diagnosis Expert System, which is used in diagnosing and solving connection problems of broadband and wireless routers in home networks. The knowledge base is built by extracting experience and knowledge of customer service experts and uses a rule-based expert system, using interrogation enquiry dialogue to obtain symptoms of the problems, detecting automatically the connection status between a host computer and a broadband router, and using backward inference among the rules, to diagnose actual connection problems, either human errors or hardware failures. In the former cases, the system uses a user friendly interface to guide the user, step by step, to correct the problems. In the later case, the system teaches the user how to detach the hardware and deliver for maintenance. Such a knowledge base with rule-based expert system will enable end-users to diagnose network connection problems without time and space limitations and solve their disconnection problems in no time.