Analysis of a real case of software troubleshooting made it clear that probabilistic models, or Bayesian networks are suitable for modeling software troubleshooting processes in today’s computing environments. As a way to support software troubleshooting by reusing skillful support engineers’ expertise, I propose to use Bayesian networks and probabilistic reasoning for case-based retrieval. The...

When troubleshooting malfunctioning technical equipment, the task is to locate faults and make repairs until the equipment functions properly again. The AO* algorithm can be used to find troubleshooting strategies that are optimal in the sense that the expected cost of repair is minimal. We have adapted the AO* algorithm for troubleshooting in the automotive domain with limited time. We propose...

Jason Flinn is an associate professor of computer science and engineering at the University of Michigan. His research interests include operating systems, distributed systems, storage, and mobile computing. [email protected] Complex software systems are difficult to configure and manage . When problems inevitably arise, operators spend considerable time troubleshooting those problems by identify...

The resilience of network services is continuously challenged by component failures, mis-configured devices, natural disasters and malicious users. Therefore, it is an important but unfortunately difficult task of network operators and service administrators to carefully manage their infrastructure in order to ensure high availability. In this thesis we contribute novel service monitoring and t...

We present an approach to efficiently generating an inspection strategy for fault diagnosis. We extend the traditional troubleshooting framework to model nonperfect repair actions, and we include questions. Questions are troubleshooting steps that do not aim at repairing the device, but merely are performed to capture information about the failed equipment, and thereby ease the identification a...

We present an approach to efficiently generating an inspection strategy for fault diagnosis. We extend the traditional troubleshooting framework to model nonperfect repair actions, and we include questions. Questions are troubleshooting steps that do not aim at repairing the device, but merely are performed to capture information about the failed equipment, and thereby ease the identification a...

This study describes the generation of Web-based troubleshooting system for automotive refrigeration system using knowledge engineering approach over the Internet. The relevant technologies used in the system are discussed in detail. The aim of the proposed knowledge-based troubleshooting system (KBTS) is to integrate the troubleshooting process of automotive refrigeration system into a single ...

Technical support contributes 17% of the total cost of ownership of today’s desktop PCs [20]. An important element of technical support is troubleshooting misconfigured applications. Misconfiguration troubleshooting is particularly challenging, because configuration information is shared and altered by multiple applications. In this paper, we present a novel troubleshooting algorithm, PeerPress...

Content sharing is a popular usage of peerto-peer systems for its inherent scalability and low cost of maintenance. In this paper, we leverage this nature of peer-to-peer systems to tackle a new problem: automatic misconfiguration troubleshooting. In this setting, machine configurations from the peers are “shared” to diagnose the misconfigurations on a sick machine. A key challenge for such a t...