way the end user can then stop his or her current task read the message or messages by way of the new browser object that was opened by the hp monitor 160 and then hopefully fix the computer problem on the end user 39 s computer 110 in the first embodiment when the end user has closed his or her browser software on the end user 39 s computer 110 which has been downloaded from the hp instant support server 170 when the end user initiated the online help session with the support site which is named hpmon exe hp monitor 160 in the first embodiment periodically performs a check on the hp instant support server 170 for any messages waiting for the end user 39 s computer 100 the hp monitor 160 performs this check is performed by using the browser object 162 as a communication vehicle to periodically communicate with the hp instant support server 170 over the internet when the end user originally creates an incident case the web browser saves pertinent user information in the form of a cookie and the web browser object obtains this information before establishing an online connection with the hp instant support server 170 in more detail when the end user initiates an online help session with the hp support site the hpmon exe application e g java application is downloaded from the hp instant support server 170 to the end user 39 s computer 110 if the end user has a message waiting for him or her at the.