JP2005210375A - Remote diagnostic device, remote diagnostic system, and remote diagnostic method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To execute a remote diagnosis process efficiently without disturbing the operation of a user terminal device.
In a remote diagnosis system comprising a terminal 101 having a communication function and a remote diagnosis apparatus (center apparatus) 100 for executing remote diagnosis on the terminal 101 via a communication line, the center apparatus 100 remotely connects the terminal 101. The diagnosis is executed, the operation result information included in the diagnosis data acquired by the remote diagnosis is analyzed, and the start time of the remote diagnosis process for the terminal 101 from the next time is determined according to the analysis result of the operation result information.
[Selection] Figure 1

Description

  The present invention relates to a remote diagnosis apparatus, a remote diagnosis system, and a remote diagnosis method for executing remote diagnosis of a facsimile machine or a digital multifunction machine having a communication function.

  2. Description of the Related Art Conventionally, a terminal device that can perform failure diagnosis and repair from a remote service center (diagnosis center) or other communication terminal device by using its own communication function in a facsimile machine, a digital multifunction peripheral, or the like is known. .

  In a facsimile machine or the like having such a function, for example, a request for reading or writing an operation parameter or a program in the facsimile machine is made from a diagnostic center via a communication line, and the facsimile machine is diagnosed or repaired. Thus, it is possible for the service person to respond by remote operation without going to the place where the facsimile apparatus is installed.

A remote diagnosis apparatus that is installed in such a diagnosis center and executes remote diagnosis is composed of a terminal device that combines a personal computer (hereinafter referred to as “PC”) and a modem. It is automated so that remote diagnosis can be performed (for example, refer patent document 1).
JP-A 62-45266

  However, the remote diagnosis process in the conventional remote diagnosis apparatus is set to be executed at a predetermined time without taking into consideration any circumstances on the user side. For this reason, there is a problem that the remote diagnosis processing is delayed depending on the operating status of the terminal device on the user side. There is also a problem that the operation of the terminal device on the user side is interrupted because the remote diagnosis process is executed at the peak operation time of the user side terminal device.

  The present invention has been made in view of such problems, and is capable of efficiently executing remote diagnosis processing and executing remote diagnosis processing without impeding the operation of the terminal device on the user side. And a remote diagnostic system and a remote diagnostic method.

  The present invention executes a remote diagnosis from a center device to a terminal device in a remote diagnosis system comprising a terminal device having a communication function and a center device that executes a remote diagnosis for the terminal device via a communication line. The operation result information included in the diagnosis data acquired by the diagnosis is analyzed, and the start time of the remote diagnosis process for the terminal device from the next time is determined according to the analysis result of the operation result information.

  According to the remote diagnosis apparatus, the remote diagnosis system, and the remote diagnosis method according to the present invention, the remote diagnosis process can be executed efficiently and the remote diagnosis process can be executed without impeding the operation of the terminal device on the user side.

  The remote diagnostic apparatus according to the first aspect of the present invention includes a diagnostic means for performing remote diagnostics on a terminal device via a communication line network, and analysis for analyzing operation result information included in diagnostic data acquired by the remote diagnostics. And a control means for determining a start time of remote diagnosis processing for the terminal device from the next time according to the analysis result of the operation result information.

  According to this configuration, the remote diagnosis is executed according to the operation status of the terminal device, so that it is possible to reliably avoid the situation where the remote diagnosis processing is delayed due to the operation status of the terminal device, and the operation of the terminal device by the remote diagnosis. Can be avoided reliably. As a result, the remote diagnosis process can be executed efficiently and the remote diagnosis process can be executed without impeding the operation of the terminal device.

  According to a second aspect of the present invention, in the remote diagnostic apparatus according to the first aspect, the analysis unit analyzes a communication performance of the terminal device as the operation result information, and the control unit performs communication in the terminal device. A configuration is adopted in which an unproven time zone is determined as the start time of the remote diagnosis process.

  According to this configuration, since a time zone with no communication performance is determined as the start time of the remote diagnosis process, it is possible to reliably avoid a situation in which the remote diagnosis is executed while any communication process is being executed in the terminal device. it can.

  According to a third aspect of the present invention, in the remote diagnostic apparatus according to the second aspect, the control means adopts a configuration in which a time zone with no transmission record in the terminal device is determined as a start time of the remote diagnostic process.

  According to this configuration, since the time zone that can be selected as the time zone in which the remote diagnosis is to be executed increases, the remote diagnosis can be executed by selecting an arbitrary time zone.

  A remote diagnosis system according to a fourth aspect of the present invention is a remote diagnosis system including a terminal device having a communication function and a center device that executes remote diagnosis for the terminal device via a communication line, The apparatus includes: a diagnosis unit that performs remote diagnosis on the terminal device; an analysis unit that analyzes operation result information included in diagnosis data acquired by the remote diagnosis; and a next time according to an analysis result of the operation result information. And a control means for determining a start time of remote diagnosis processing for the terminal device.

  According to this configuration, the remote diagnosis is executed according to the operation status of the terminal device, so that it is possible to reliably avoid the situation where the remote diagnosis processing is delayed due to the operation status of the terminal device, and the operation of the terminal device by the remote diagnosis. Can be avoided reliably. As a result, the remote diagnosis process can be executed efficiently and the remote diagnosis process can be executed without impeding the operation of the terminal device.

  According to a fifth aspect of the present invention, in the remote diagnosis system according to the fourth aspect, the analyzing means analyzes a communication performance of the terminal device as the operation performance information, and the control means is a communication in the terminal device. A configuration is adopted in which an unproven time zone is determined as the start time of the remote diagnosis process.

  According to this configuration, since a time zone with no communication performance is determined as the start time of the remote diagnosis process, it is possible to reliably avoid a situation in which the remote diagnosis is executed while any communication process is being executed in the terminal device. it can.

  According to a sixth aspect of the present invention, in the remote diagnosis system according to the fifth aspect, the control means adopts a configuration in which a time zone in which no terminal has a record of transmission is determined as a start time of the remote diagnosis processing.

  According to this configuration, since the time zone that can be selected as the time zone in which the remote diagnosis is to be executed increases, the remote diagnosis can be executed by selecting an arbitrary time zone.

  A remote diagnosis method according to a seventh aspect of the present invention performs remote diagnosis on a terminal device via a communication network, analyzes operation result information included in diagnosis data acquired by the remote diagnosis, and executes the operation result. The start time of remote diagnosis processing for the terminal device from the next time is determined according to the analysis result of the information.

  According to an eighth aspect of the present invention, in the remote diagnosis method according to the seventh aspect, a communication performance of the terminal device is analyzed as the operation performance information, and a time zone in which there is no communication performance in the terminal device is analyzed. It is determined as the start time.

  According to a ninth aspect of the present invention, in the remote diagnosis method according to the eighth aspect, a time zone in which no transmission record is made in the terminal device is determined as a start time of the remote diagnosis processing.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a diagram showing a network configuration to which a remote diagnostic apparatus according to an embodiment of the present invention is applied.

  A center apparatus 100 as a remote diagnosis apparatus shown in the figure is a remote of a data processing terminal (hereinafter referred to as “terminal”) 101 such as a facsimile apparatus, a copier, a multifunction machine, a personal computer, or other terminal apparatus registered in advance. Run diagnostics. When executing the remote diagnosis, the center apparatus 100 executes the facsimile procedure according to the G3 standard via the telephone line network 102 and also uses the electronic mail (E-mail) via the Internet 103. It is possible. E-mail communication via the Internet 103 is performed via e-mail servers (hereinafter referred to as “mail servers”) 104 and 105.

  For example, when the information of the device setting table of the terminal 101 is updated from the center apparatus 100, the setting data registered in the device setting table is transferred to the terminal 101 according to the facsimile procedure conforming to the G3 standard via the telephone network 102. Or an e-mail with setting data attached thereto is transmitted to the terminal 101 via the Internet 103.

  When remote diagnosis is executed by a facsimile procedure according to the G3 standard, it is necessary to recognize the telephone number of the target terminal. In addition, when executing remote diagnosis using electronic mail, it is necessary to recognize the electronic mail address of the target terminal.

  FIG. 2 is a diagram showing a schematic configuration of software related to remote diagnosis in the center apparatus 100 according to the present embodiment.

  The center apparatus 100 can be constructed by a computer having a hard disk, and is configured to execute the remote diagnosis processing system 201. The remote diagnosis processing system 201 is a function executed when a CPU mounted on a computer reads and processes an application program stored in a storage medium such as a ROM.

  The remote diagnosis processing system 201 includes a main unit 202, a communication spooler unit 203, and a communication control unit 204. The main unit 202 recognizes the operation contents of the operator input through the user interface 205 and displays an operation screen related to the work. The main unit 202 spools the job to the communication spooler unit 203 to instruct job execution, and stores transfer data from the terminal 101 described later in the user data file storage unit 206. The transfer data is stored in the user data file storage unit 206 in association with customer information such as the name, telephone number, e-mail address, and communication type of the customer of the terminal 101. Details of the transfer data will be described later.

  The communication spooler unit 203 develops a job delivered from the main unit 202, executes communication, and sequentially deletes completed jobs. The communication control unit 204 includes a FAX communication control unit 207 and an e-mail communication control unit 208. The FAX communication control unit 207 is a part that executes communication control with a terminal connected via a modem 209 (telephone network 102). The e-mail communication control unit 208 is connected to the mail server 104. This is a part for executing communication control of e-mails to the terminal 101 to be communicated. When the FAX communication control unit 207 and the e-mail communication control unit 208 perform communication control, information on transfer data from the terminal 101 stored in the user data file storage unit 206 is used.

  The center apparatus 100 is connected to a terminal 101 to be communicated by a modem 209 via a telephone line network 102. In the present embodiment, as shown in FIG. 2, one center apparatus 100 can simultaneously connect to a plurality of terminals via a plurality of channels. For example, four modems 209 are provided so that four channels can communicate simultaneously.

  The user interface 205 is configured with a GUI, a keyboard, and the like. The user interface 205 receives an operation input by an operator of the center apparatus 100 and displays a job status, an operation main screen, a remote diagnosis result, and the like to the operator.

  FIG. 3 is a diagram showing a schematic configuration of the terminal 101 that is a target of the remote diagnosis of the center apparatus 100 according to the present embodiment.

  As shown in the figure, the terminal 101 includes a main unit 301 that executes control of the entire apparatus. A control panel unit 302, a mechanical control unit 303, a reading unit 304, and a recording unit 305 are connected to the main unit 301. The control panel unit 302 is configured by a touch panel or the like, and accepts an operation input by a user of the terminal 101 and displays a current status of the terminal 101 and the like. The mechanical control unit 303 controls the paper feed mechanism and the transport mechanism of the terminal 101 to realize quick paper feed and transport. The reading unit 304 is a part that reads the contents of a document instructed by the user, and the recording unit 305 is a part that records image data read by the reading unit 304 or image data directly instructed by the user on a recording sheet. is there.

  In addition, a communication control unit 306 and a backup data unit 307 are connected to the main unit 301. The communication control unit 306 includes a FAX communication control unit 308 and an e-mail communication control unit 309. The FAX communication control unit 308 is a part that performs communication control with the center apparatus 100 connected via a modem 310 (telephone network 102). The e-mail communication control unit 309 includes a mail server 105 and This is a part that executes communication control of e-mails to the center apparatus 100 between. The backup data unit 307 is a part that backs up information registered in the device setting table of the terminal 101. The information backed up by the backup data unit 307 is used as data (hereinafter referred to as “transfer data”) that is transferred to the center apparatus 100 when the remote diagnosis by the center apparatus 100 is executed.

  FIG. 4 is a diagram showing a configuration example of transfer data from the terminal 101 to the center apparatus 100 according to the present embodiment.

  As shown in the figure, the transfer data includes a lot of information including the own station information of the terminal 101. When such transfer data is picked up from the terminal 101, the center apparatus 100 stores it in the user data file storage unit 206 in association with customer information such as the name, telephone number, e-mail address, and communication type of the customer of the terminal 101. . Of the information constituting the transfer data, the communication record management information records a communication job executed by the terminal 101. The center apparatus 100 according to the present embodiment executes a remote diagnosis by selecting an appropriate time zone according to the operating status of the terminal 101 using the communication job recorded in the communication record management information.

  FIG. 5 is a diagram showing a configuration example of the communication record management information in the transfer data for the center apparatus 100 according to the present embodiment.

  In the figure, all communication jobs executed on the terminal 101 on April 1, 2003 are recorded. As shown in the figure, the communication record management information includes “communication result”, “number of communication”, “job number”, “communication time”, “communication type”, “destination”, “communication start date”, and “Communication mode” is recorded.

  The center apparatus 100 determines the operating status of the terminal 101 by analyzing “communication start date” in such communication record management information. That is, in the communication record management information shown in FIG. 5, one communication job is recorded at 6 o'clock, 7 o'clock, 11 o'clock, 13 o'clock, 14 o'clock, 15 o'clock, 16 o'clock and 23 o'clock. Two communication jobs are recorded at 8 o'clock, 9 o'clock, 10 o'clock, 12 o'clock, 18 o'clock and 22 o'clock. Further, three communication jobs are recorded at 19:00 and 21:00, respectively, and five communication jobs, which are the largest at 17:00, are recorded. On the other hand, no communication job is recorded from 0 o'clock to 5 o'clock and 20 o'clock. From this, it is determined that the terminal 101 is not operating at least from 0 o'clock to 5 o'clock.

  Next, the operation content of the center apparatus 100 according to the present embodiment configured as described above will be described with reference to the flowchart shown in FIG.

  First, the operator of the center apparatus 100 activates the remote diagnosis processing system 201 via the user interface 205 (ST600). When the remote diagnosis processing system 201 is activated, a list of user data files stored in the user data file storage unit 206 is displayed.

  When the list of user data files is displayed, the operator selects the user data file of the terminal 101 to be subjected to remote diagnosis. When selection of a user data file is accepted (ST601), the selected user data file is opened and information registered therein is displayed on the user interface 205 (ST602). At this time, in addition to the transfer data shown in FIG. 4, customer information registered correspondingly is displayed on the user interface 205. In the user data file storage unit 206, it is assumed that information related to the terminal 101 to be subjected to the remote diagnosis is registered by the remote diagnosis executed previously.

  When information registered in the user data file is displayed, a communication instruction is input by the operator. As the communication instruction, for example, a reception instruction when specific information is received from the terminal 101 that is a target of remote diagnosis and a transmission instruction that transmits specific information to the terminal 101 that is a target of remote diagnosis are instructed. Is done. When a communication instruction is accepted (ST603), communication processing corresponding to the communication instruction is started (ST604).

  When the communication process is started, it is determined whether or not a setting for executing a remote diagnosis in an optimal time zone is instructed according to the operation status of the terminal 101 (ST605). Hereinafter, this setting is referred to as “optimal time zone setting”. The optimum time zone setting is performed by the operator from the user interface 205 after the user data file is displayed.

  If the optimum time setting is instructed, the optimum time zone setting process is executed (ST606). The optimum time zone setting process is a process of determining which time zone is the optimum time zone based on the operation status of the terminal 101 and setting the time zone as a time zone in which remote diagnosis is to be executed.

  FIG. 7 is a flowchart for explaining the optimum time zone setting process of the center apparatus 100 according to the present embodiment.

  When the optimum time zone setting process is started, the center apparatus 100 determines the operating status of the terminal 101 that is the target of remote diagnosis. Specifically, the communication record management information registered in the user data file of the terminal 101 is determined for each time zone.

  First, it is determined whether there is a communication job at 0:00 (ST701). If there is a communication job at 0:00, the number of communication jobs is counted (ST702). If there is no communication job, it is determined whether there is a communication job at 1:00 (ST703). If there is a communication job at 1 o'clock, the number of communication jobs is counted (ST704). If there is no communication job, it is determined whether there is a communication job at 2 o'clock. In this way, the presence / absence of a communication job is determined for each hourly time slot, and if there is a communication job, the number of communication jobs is counted. While these processes are repeated, it is similarly determined whether there is a communication job at 22:00 (ST705). If there is a communication job, the number of communication jobs is counted (ST706).

  Finally, it is determined whether there is a communication job at around 23:00 (ST707). If there is a communication job, the number of communication jobs is counted (ST708). When the count of communication jobs is completed until 23:00, the time zone with the smallest number of communication jobs is extracted from the number of communication jobs from 0:00 to 23:00 (ST709). Then, the extracted time zone is set as a time zone in which the remote diagnosis is to be executed (ST710), and the process ends.

  For example, if the communication record management information registered in the user data file of the terminal 101 has the contents shown in FIG. 5 described above, no communication job is recorded at 0 o'clock to 5 o'clock. In addition, the 20 o'clock range is set as the optimum time zone in which the remote diagnosis is to be executed. Here, the 20 o'clock range is also set as the optimal time zone. However, considering that there are a considerable number of communication jobs in the 19:00 zone and the 21 o'clock zone, communication jobs are displayed in the surrounding time zone. It is preferable as an embodiment to set any time zone from 0 o'clock to 5 o'clock that does not exist as an optimal time zone.

  After the optimum time zone for remote diagnosis is set by the optimum time zone setting process, as shown in FIG. 6, it is determined whether the current time is the set optimum time zone (ST607). If the current time is in the optimal time zone, communication spooler section 203 is activated (ST608). The activated communication spooler unit 203 executes communication by expanding the communication job delivered along with the activation.

  At this time, center apparatus 100 determines whether the communication type of the customer information registered in the user data file is registered as “FAX communication” (ST609). When the communication type is registered as “FAX communication”, remote diagnosis is performed by FAX communication processing with the target terminal 101 using the FAX communication control unit 207 (ST610). On the other hand, if the communication type is registered as “e-mail communication”, remote diagnosis is performed by e-mail communication processing with the target terminal 101 using the e-mail communication control unit 208 (ST611).

  Here, the communication type of the customer information registered in the user data file is changed according to the communication function of the terminal 101 that is the target of the remote diagnosis. When the terminal 101 has only the FAX communication function, “FAX communication” is registered as the communication type. In this case, remote diagnosis by the FAX communication function is executed. On the other hand, when not only the FAX communication function but also the electronic mail communication function is registered, “electronic mail communication” is registered as the communication type, and in this case, remote diagnosis by the electronic mail communication function is executed.

  After the FAX communication process or the e-mail communication process is started, if the content specified by the communication instruction is completed by the FAX communication or the e-mail communication, the communication spooler unit 203 is stopped (ST612). Then, after closing the user data file opened on the user interface 205 (ST613), the process is terminated. As a result, the remote diagnosis for the target terminal 101 is executed by FAX communication or e-mail communication in the optimum time zone according to the operation status of the terminal 101.

  As described above, according to the remote diagnosis apparatus (center apparatus) according to the present embodiment, an optimal time zone is selected according to the operation status of the terminal 101 that is the target of the remote diagnosis, and the remote diagnosis is executed. As a result, it is possible to reliably avoid a situation in which the remote diagnosis processing is delayed due to the operation status of the terminal device on the user side, and to reliably avoid a situation in which the operation of the terminal device on the user side is hindered by the remote diagnosis. Therefore, the remote diagnosis process can be executed efficiently and the remote diagnosis process can be executed without obstructing the operation of the terminal device on the user side.

  In particular, in the remote diagnosis apparatus according to the present embodiment, a time zone during which communication is not performed in terminal 101 is selected as an optimal time zone for performing remote diagnosis. As a result, it is possible to reliably avoid a situation in which remote diagnosis is executed while some communication processing is being executed in the terminal 101.

  Further, in the remote diagnosis apparatus according to the present embodiment, a time zone in which transmission processing and reception processing are not performed in the terminal 101 is selected as an optimal time zone for performing remote diagnosis. However, it is not always necessary to determine the actual results of both the transmission process and the reception process, and only the transmission process may be determined. That is, in the case of the transmission process, it is assumed that the user of the terminal 101 is operating near the apparatus main body, and if the remote diagnosis is executed in such a case, there is a risk of interrupting the user's operation. . On the other hand, in the case of reception processing, it is not assumed that the user is operating near the apparatus main body, and it is considered that there is no inconvenience for the user even if remote diagnosis is executed in such a case. In this way, when only the transmission process is judged and the optimal time zone for performing remote diagnosis is selected, the time zone that can be selected as the optimal time zone increases, so any time zone can be selected for remote diagnosis. Can be executed.

  In the remote diagnosis apparatus according to the present embodiment, a case is described in which a communication job for one day is recorded as the communication record management information registered in the user data file. However, the present invention is not limited to this, and it is preferable as an embodiment to record communication jobs for two days or more and compare the communication jobs in the respective time zones to determine the optimum time zone.

  Further, in the remote diagnosis apparatus according to the present embodiment, the communication record management information in which the communication job of the terminal 101 is recorded is analyzed to determine the optimum time zone for executing the remote diagnosis. However, it is not limited to the performance of the communication job, and for other use situations, for example, in the case of a digital multi-function peripheral, the operation status due to processing such as copying is judged to determine the optimum time zone in which remote diagnosis should be executed. You may do it. In this case, the remote diagnosis can be executed in consideration of not only the communication status but also the operating status of the terminal device 101.

  As will be apparent to those skilled in the art, the present invention can be implemented using general commercially available digital computers and microprocessors programmed according to the techniques described in the above embodiments. Further, as will be apparent to those skilled in the art, the present invention includes a computer program created by a person skilled in the art based on the technique described in the above embodiment.

  Also included within the scope of the invention are computer program products that are storage media containing instructions that can be used to program a computer that implements the invention. This storage medium is a disk such as a floppy (R) disk, an optical disk, a CDROM and a magnetic disk, a ROM, a RAM, an EPROM, an EEPROM, a magnetic optical card, a memory card, a DVD, etc., but is not particularly limited thereto. Absent.

  According to the remote diagnosis apparatus, the remote diagnosis system, and the remote diagnosis method according to the present invention, the remote diagnosis process can be efficiently executed and the remote diagnosis process can be executed without hindering the operation of the terminal device on the user side. This is useful in that the efficiency of remote diagnosis can be increased.

The figure which shows the structure of the network to which the remote diagnostic apparatus which concerns on one embodiment of this invention is applied The figure which shows the schematic structure of the software regarding the remote diagnosis in the remote diagnostic apparatus which concerns on the said embodiment. The figure which shows schematic structure of the data processing terminal used as the object of the remote diagnosis of the remote diagnostic apparatus which concerns on the said embodiment. The figure which shows the structural example of the transfer data from the data processing terminal with respect to the remote diagnostic apparatus which concerns on the said embodiment. The figure which shows the structural example of the communication record management information in the transfer data with respect to the remote diagnostic apparatus which concerns on the said embodiment. Flow chart for explaining the operation contents of the remote diagnosis apparatus according to the above embodiment The flowchart for demonstrating the optimal time slot | zone setting process of the remote diagnostic apparatus which concerns on the said embodiment

Explanation of symbols

100 Remote diagnostic equipment (center equipment)
101 Data processing terminal (terminal)
102 Telephone network 103 Internet 104, 105 Electronic mail server
DESCRIPTION OF SYMBOLS 201 Remote diagnostic processing system 202 Main part 203 Communication spooler part 204 Communication control part 205 User interface 206 User data file storage part 207,308 FAX communication control part 208,309 E-mail communication control part 209,310 Modem 301 Main part 302 Control panel Unit 303 mechanical control unit 304 reading unit 305 recording unit 306 communication control unit 307 backup data unit

Claims (9)

  Diagnostic means for executing remote diagnosis on the terminal device via the communication line network, analysis means for analyzing the operation result information included in the diagnosis data acquired by the remote diagnosis, and the next time according to the analysis result of the operation result information And a control means for determining a start time of remote diagnosis processing for the terminal device from the remote diagnosis device.   The analysis means analyzes the communication performance of the terminal device as the operation performance information, and the control means determines a time zone with no communication performance in the terminal device as a start time of remote diagnosis processing. The remote diagnostic apparatus according to claim 1.   3. The remote diagnosis apparatus according to claim 2, wherein the control means determines a time zone in the terminal device having no transmission record as a start time of remote diagnosis processing.   A remote diagnosis system comprising a terminal device having a communication function and a center device that executes remote diagnosis for the terminal device via a communication line, wherein the center device performs remote diagnosis for the terminal device. And analysis means for analyzing the operation result information included in the diagnosis data acquired by the remote diagnosis, and control for determining the start time of the remote diagnosis process for the terminal device from the next time according to the analysis result of the operation result information And a remote diagnostic system.   The analysis means analyzes the communication performance of the terminal device as the operation performance information, and the control means determines a time zone with no communication performance in the terminal device as a start time of remote diagnosis processing. The remote diagnostic system according to claim 4.   The remote diagnosis system according to claim 5, wherein the control unit determines a time zone in the terminal device having no transmission record as a start time of remote diagnosis processing.   Remote diagnosis for the terminal device is performed via the communication line network, the operation result information included in the diagnosis data acquired by the remote diagnosis is analyzed, and the terminal device from the next time is analyzed according to the analysis result of the operation result information. A remote diagnosis method characterized by determining a start time of remote diagnosis processing.   8. The remote diagnosis method according to claim 7, wherein a communication performance of the terminal device is analyzed as the operation performance information, and a time zone in which there is no communication performance in the terminal device is determined as a start time of remote diagnosis processing.   The remote diagnosis method according to claim 8, wherein a time zone with no transmission record in the terminal device is determined as a start time of remote diagnosis processing.

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