JP2010176365A - Failure solution support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To display a solution method about any failure occurred in equipment in the past. <P>SOLUTION: When any failure is occurred in electronic equipment, a management device is notified of the result through a network. The management device is configured to store electronic equipment as the occurrence source by failure and the generation date as a history, so that the history of the failure occurred in the electronic equipment can be browsed through a browser from the electronic equipment. Furthermore, when receiving a selecting operation to each failure history in displaying the failure history, the electronic equipment transmits the retrieval request of a solution method with respect to the failure history to the management device, and receives and displays the retrieval result from the management device. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  This patent relates to a failure solution support system for supporting failure solutions of electronic devices.

Conventionally, in the maintenance of an electronic apparatus installed at a customer, for example, an image forming apparatus, when a failure occurs in the image forming apparatus, a service person goes to the customer to perform work for solving the problem. . Failures and their causes vary, and it is time-consuming and difficult to find trouble-solving information for solving a failure by drawing a manual unless an experienced service person is experienced. Although it is conceivable to retrieve countermeasure information from the browser of the image forming apparatus, the browser installed in the image forming apparatus has no keyboard and is a soft key for key input from the touch panel, or has a character input function due to a small keyboard, etc. It is scarce and impedes prompt work. Therefore, as disclosed in Patent Document 1, when a failure is detected, there is a device that automatically displays failure solution information for the failure.
JP 2005-26789 A

  Patent Document 1 automatically displays failure solution information for a failure when the occurrence of the failure is detected, but has the following problems. For example, when a failure occurs in which a plurality of solutions can be considered, the service person needs to determine the selection of the solution. Therefore, by referring to a solution for a failure that occurred one week ago, it may be estimated what kind of work may have been performed, and may be used as a judgment material for a solution for the current failure. Therefore, a method that can display failure resolution information by designating past failures as well as the latest failures is desired.

In order to solve the above-described problems, the present invention provides a failure solution support system for providing failure solution information indicating a solution method for various failures that occur in an electronic device, and detects a failure that has occurred in the electronic device. When a failure is detected by the failure detection means, the failure detection means for notifying the electronic device identification information for identifying the electronic device and the date and time of occurrence of the failure via a network, and a language such as html An electronic device comprising: a browser capable of understanding and interpreting and executing requests contained therein; and identification information transmitting means for transmitting the electronic device identification information in accordance with the requests contained in the html. Storing identification information receiving means for receiving the electronic device identification information from the identification information transmitting means, and model information of the electronic device corresponding to the electronic device identification information Species information storage means, fault history storage means for storing fault type, electronic device identification information and fault occurrence date and time transmitted by the fault notification means as fault history, and electronic device identification information from the fault history storage means Fault history search means for searching a fault history on the condition of the occurrence date of the fault, the fault resolution information storage means together with the fault type and model, the fault resolution information,
Failure history display means for displaying a screen attached with a link for searching for the failure solution information to the failure history searched by the failure history search means; and when the link is selected on the failure history display screen, the failure A screen for displaying the failure solution information search means for searching for the failure solution information on the condition of the failure type in the history and the model of the electronic device from which the failure has occurred, and the result screen for displaying the failure solution information searched by the failure solution information search means And a management apparatus comprising failure solution information search result display means for generating

  For a failure that has occurred in an electronic device, the failure type, the identification information of the electronic device, and the date and time of occurrence are stored together as a failure history. By having a means, it was possible to browse for failures that occurred in the past.

  The best mode for carrying out the present invention will be described below with reference to the drawings.

  The failure solving support system according to the present embodiment includes an electronic device that operates in a customer company and a management center that manages the electronic device via a network. FIG. 1 shows the entire system in this embodiment. The centralized management apparatus 102 in the management center 101 monitors the image forming apparatuses 132, 143, and 153 that are electronic devices through the Internet. Functions related to this system include collection and accumulation of failures occurring in image forming apparatuses in the customer's company, and a WEB site for browsing a solution method for the failures. In addition, collect information on image forming devices, dispatch service personnel to deal with failures, analyze failure status, consumable services, charge processing according to usage status of image forming devices, and create usage status analysis reports Do. Although only one centralized management apparatus 102 is shown in FIG. 1 for convenience, there may be a plurality of centralized management apparatuses.

  The service center 111 indicates a sales company or service company in charge of maintenance. When a failure occurs in the image forming apparatus, the image forming apparatus notifies the central management apparatus 102, and the central management apparatus 102 notifies the PC 112 in the service center 111 in charge. Then, the PC 112 displays information on the notified failure, and when receiving a designation of a serviceman dispatched from an operator who operates the PC 112, notifies the PC 113 serving as a serviceman terminal of the dispatch regarding failure handling.

  Reference numerals 121, 131, 141, and 151 denote parts of the customer 1, customer 2, customer 3, and customer 4, which are different from each other. In the customer 1, the multifunction machine 122, which is an image forming apparatus provided with an integrated printer and facsimile function, directly sends data used for monitoring to the central management apparatus 102 via the Internet 161. The communication protocol at this time uses HTTP / SOAP. In the customer 2, the multifunction peripheral 133 does not directly send data to the centralized management apparatus 102, but installs a site monitoring apparatus 132 in the LAN 134 of the customer's company 131. The customer 3 sends information on the multifunction machine 143 via the PC 142 having a program for realizing the function of the site monitoring device. The customer 4 has a multifunction machine 152 having the above program, and sends information on the multifunction machine 152 and the multifunction machine 153.

  In the environment shown in FIG. 1, a multifunction peripheral is arranged as an image forming apparatus. However, in the present invention, a printer that receives an image from a PC and prints it, a scanner having a function of storing the formed image, a facsimile, and the like. Good.

  FIG. 2 is a hardware configuration diagram of the central management apparatus 102.

  A CPU 201 that controls each process on the apparatus. A non-rewritable ROM 202 that stores programs and data related to each process of the apparatus. A RAM 203 capable of electrically storing and rewriting temporary data related to each process of the apparatus. A readable / writable HDD 204 that stores programs and data related to each process of the apparatus, temporary data, information related to the monitoring target image forming apparatus related to the present invention, information collected from the site monitoring apparatus 112, and the like. An operation unit 205 which is a keyboard or a pointing device that receives an instruction input to the apparatus. A display unit 206 that displays the operation status of the apparatus and information output by each program operating on the apparatus. A network I / F 207 that connects to a LAN and the Internet via a network and exchanges information with the outside. The external device I / F 208 is connected to an external storage device and the like, and these are connected by a system bus 209 to exchange data.

  FIG. 3 is a hardware configuration diagram of the multifunction machine 122. A document feeder 301 that carries a document to be read. An image reader 302 for reading a document. An image forming unit 303 that converts and prints the read original and received data into a print image. A paper feed unit 304 that feeds paper for printing. A paper discharge unit 305 that discharges printed paper and performs processing such as sorting and stapling. A network I / F 306 that connects to a LAN and the Internet via a network and exchanges information with the outside. A sensor 307 for detecting the temperature, paper position, toner state, etc. in the apparatus. A CPU 308 that controls each process on the apparatus. A non-rewritable ROM 309 that stores programs and data related to each process of the apparatus. A RAM 310 that can electrically store and rewrite temporary data related to each process of the apparatus. A readable / writable HDD 311 that stores programs and data related to each process of the apparatus, temporary data, user data transmitted to the apparatus, and the like. An operation unit 312 that receives an instruction input to the apparatus. The display unit 313 displays information related to the operation status of the apparatus and operations on the operation unit 312, which are connected by a system bus 314 to exchange data. When a failure occurs in the apparatus, the CPU 308 transmits an error code indicating the type of the failure that has occurred to the centralized management apparatus 102 together with the date and time of occurrence and a device ID that is identification information for identifying the image generation apparatus. At this time, you may attach the value which shows the state or setting in an apparatus. Further, if a base monitoring device is installed in the LAN in the customer environment, it may be passed through. In this embodiment, this failure notification is transmitted using the http protocol, but may be transmitted using another protocol.

  FIG. 4 is a module configuration diagram showing a module configuration according to the present embodiment of the centralized management apparatus 102. With these modules, it is possible to provide a WEB site that stores the history of failures sent from each multifunction device and allows browsing of the failure history of each multifunction device and the solution for each failure. Each module is stored in the ROM 309 or the HDD 311 and executed by the CPU 308. Reference numeral 401 denotes a communication unit that performs data transmission / reception between the apparatus and the multifunction machine 122. Reference numeral 402 denotes an http transmission / reception unit that processes http communication with the multifunction machine 122 received from the communication unit 401. Reference numeral 403 denotes a failure information receiving unit that receives the failure information notified from the MFP 122. In this embodiment, since the multifunction device 122 transmits failure information using the http protocol, the multifunction device 122 is connected to the http total reception unit 402. However, the multifunction device may transmit failure information using another protocol. Are separately provided with receivers for other protocols. Reference numeral 404 denotes a failure history table for storing failure information received from the failure information receiving unit 403 as a history. Reference numeral 405 denotes a screen generation unit that generates a markup language file indicating a screen corresponding to the http request received from the http transmission / reception unit 402. Reference numeral 406 denotes a failure information search unit that searches the failure history table 404 for a failure history that meets a specific condition. Reference numeral 407 denotes a failure solution information search unit that searches for failure solution information that meets a specific condition. Reference numeral 408 denotes a device management information table that stores model information and language information related to each MFP managed by the apparatus. Reference numeral 409 denotes a failure solution information management table for managing a storage location of failure solution information for a model and an error code. A failure solution information storage unit 410 stores solution information for failures. Reference numeral 411 denotes a login html for logging in by inputting a serviceman ID and a password from the multifunction machine 122, and includes a script for the multifunction machine 122 to transmit a device ID for identifying itself. Reference numeral 412 denotes a serviceman authentication unit for confirming whether the serviceman ID and password input in the login html 411 have been registered. Reference numeral 413 denotes serviceman account information 413 that stores the ID and password of a registered serviceman. Reference numeral 414 denotes an identification information receiving unit for receiving the device ID transmitted by the script in the login html. Reference numeral 415 denotes a FAQ usage confirmation unit that confirms whether the usage registration of the FAQ is performed for both the serviceman ID and the device ID transmitted by the login html 411.

  FIG. 5 shows details of the failure history table 404. This stores failure information notified from each MFP and received from the Network I / F 209 as a set of an error code 502, an occurrence date 501 and a device ID 503. The failure history table 404 is additionally recorded in the order of occurrence date and time. Of the device IDs 503, Did 122 indicates that the multifunction peripheral 122 is the source of the failure, and Did 133 indicates that the multifunction peripheral 133 is the source of the failure.

  FIG. 6 shows a flowchart of the processing of the central management apparatus 102 when the serviceman refers to the FAQ, which is a failure solving method, in the copier 122 of the customer 121. First, in step S <b> 601, the communication unit 401 receives an http request for login html from the multi-function peripheral 122 and passes it to the http total receiving unit 402. In step S <b> 602, the http total reception unit 402 generates a login html file by the screen generation unit 405, and transmits the login html file to the multifunction machine 122 through the communication unit 401. The login html is provided with a text box for inputting a login ID and password unique to a serviceman, and a send button. Then, a script is included so that when the transmission button is pressed, the multifunction device 122 automatically transmits the device ID along with the device ID. When the http total reception unit 402 receives the login ID, password, and device ID via the communication unit 401 in step S603, the serviceman authentication unit 412 performs authentication confirmation of the login ID and password in step S604. If the authentication is successful, the FAQ usage confirmation unit 414 confirms whether or not the device ID has been registered in step S605, and if it has been registered, in step S606, the serviceman ID and the device ID are set as FAQ content usable. It is determined whether it is done. If available, the screen generation unit 405 generates html indicating the failure history received so far from the multifunction device 122 in step S607, and transmits the html indicating the failure history from the multifunction device 122 to the multifunction device 122 via the communication unit 401. The failure history in html goes back to a predetermined number of days and is displayed up to a predetermined number in order from the newest occurrence date and time. In the present embodiment, a case is shown in which up to the past 30 days are displayed and up to three items are displayed.

  FIG. 7 shows a flowchart of the processing content of step S607. First, the screen generation unit 405 executes the failure history search unit 406, and accesses the failure history table 404 in step S701. Next, in steps S702 to S703, the failure history search unit 406 determines whether one or more pieces of data exist in the failure history table 404. If there is one, the process proceeds to step S704, and if not, the process proceeds to step S712 described later. In step S702, the failure history search unit 406 acquires the failure history closest to the current time. In step S704, the failure history search unit 406 compares the current time with the occurrence time of the failure history in the failure history and determines whether it is within 30 days. In step S <b> 705, the failure history search unit 406 determines whether the device ID of the failure history is the same as “Did122” that is the device ID received from the copying machine 122. In step S706, the failure history search unit 406 passes the search result to the screen generation unit 405, and the screen generation unit 405 generates a URL for searching the FAQ corresponding to the error code 421. The URL includes, for example, a URL of a servlet in the central management apparatus 102 and a parameter for the servlet to search. For example, it is created in a format such as “Servlet URL? Error_code = E3”. Next, in step S707, the failure history and the URL generated in step S706 are combined and added to the search result. In step S708, it is determined whether three search results have been reached. If the failure history search unit 406 has not reached three cases, the failure history search unit 406 moves to step S709 and acquires a failure history corresponding to the failure history 412 with the previous occurrence time. As described above, the search is performed until 30 failure histories having the device ID “Did122” are obtained within 30 days from the present. If it is determined in step S708 that the failure history search unit 406 has reached three search results, or if it is determined in step S704 that the failure history within 30 days has been searched, the result is returned to the screen generation unit 405. In step S710, the screen generation unit 405 determines whether there is one or more search results. If a failure history for the past 30 days has not been obtained, the screen generation unit 405 proceeds to step S712, and otherwise proceeds to step S711. In step S711, the screen generation unit 405 generates a screen as shown in FIG. 8, and in step S712, generates a screen as shown in FIG. Then, either one of these screens is transmitted by the http total receiving unit 402 via the communication unit 401.

  On the screen 801 in FIG. 8, a device ID and a model name indicating the model type are displayed in the upper part 802. The model name of the MFP corresponding to the device ID is acquired from 1002 of the management information table 408 shown in FIG. This is stored in the first HDD 205 in the central management apparatus 102. A lower part 804 of the screen shows the searched fault history, displays an error code, an occurrence date and time, and a detailed explanation. An icon indicating a telephone picture on the left side of the explanatory text indicates a fault type to be called by a service person. Indicates that there is. The failure history in the lower part of the screen 804 is preferentially displayed from the top, so that it is easy to find a new one with priority when the screen is small. The detailed description and the failure type are recorded in the central management apparatus 101 in association with the error code 1102 as in the table 1101 shown in FIG. The error code portions 811 to 813 of each failure history are links to the URL generated in step S706, and the http total receiving unit 402 receives this in step SS608. In step S609, the screen generation unit 405 performs a FAQ search process corresponding to the URL from the failure solution information search unit 407. Further, the screen center portion 803 is provided with a field for designating a large item 831 and a small item 832 of the FAQ and a search button 834, and a search by the classification of the FAQ can be performed. Further, by inputting an ID for specifying the FAQ in the field 833, it is possible to browse by designating the FAQ directly, thereby enabling a search that is not limited to the identification information of the multifunction machine 122.

  In the present embodiment, the communication with the multifunction peripheral 122 is described. However, this may be performed from the PC 142 that can be connected to the central management apparatus 102 from the Internet 601. Since the device ID is transmitted from the multifunction device 122, the failure history display screen 801 is a screen specified for the multifunction device 122, but the multifunction device is not specified from the PC 142. Therefore, first, the screen 1201 shown in FIG. A screen 1201 has a text box 1202 for designating a device ID. When it is accepted that the device ID of the MFP 143 of the same customer is input in the text box 1202, the html to which the failure history search result 1202 is added as shown below is received. When the detail buttons 1211 to 1214 provided for each failure history are selected, a screen 1301 of FIG. 13 is displayed. On the screen 1301, when the link 1302 is selected, the processing in step S608 is performed as in the case where the link in FIG. 8 is selected.

  FIG. 14 shows a flowchart of the processing content of step S609. FIG. 15 shows the failure solution information management table 409 searched in step S609. The failure solution information management table 409 holds an arbitrary number of FAQs corresponding to each error code and model. In this table, a link to an html file indicating FAQ is provided. However, a format other than the html file, or text or an image indicating the FAQ directly in the table may be provided. First, the failure solution information search unit 407 accesses the failure solution information management table 409 in step S1401. In step S1402, an error code is extracted from the parameters in the URL as a search target. Next, in step S1403, the failure solution information search unit 407 acquires the model name of the multifunction device corresponding to the device ID. Next, in step S <b> 1404, the failure solution information search unit 407 acquires the top FAQ in the failure solution information management table 409. In step S1405, the failure solution information search unit 407 determines whether the error code of the FAQ and the error code to be searched are the same. If they are the same, in step S1406, the model name is confirmed to match. If the model names also match, the failure solution information search unit 407 adds the FAQ to the search result in step S1407. Then, the failure solution information search unit 407 confirms whether or not all the FAQ tables have been searched in step S1408, and if not so, acquires the FAQ of the next row in step S1409. This is repeated until all the FAQ information is retrieved from the failure solution information management table 409. If one or more search results are obtained, the screen generation unit 405 generates a screen 1601 with the FAQ list 1603 added at the bottom as shown in FIG. 16 in step S1411. If there are no search results, a screen 1701 with an error message 1702 added is generated as shown in FIG. 17 in step S1412. In step S610, the screen is transmitted. When the PC receives a link from the screen of FIG. 11, a screen 1801 of FIG. 18 is transmitted from the central management apparatus 102. Unlike the screen 1601, the screen 1801 does not have a failure history display 1602, but the multifunction device screen is premised on that the browser cannot handle a plurality of windows, whereas the PC screen has a screen 1201 for specifying a failure history. Is based on the premise that it is displayed as a separate window. In the screen 1601, FAQ ID parts 1421 to 1423 are links, and when the central management apparatus 102 receives access to these links, it is determined as a FAQ display request in step S611, and an html file indicating the requested FAQ. Check if exists. If it exists, a screen 1901 shown in FIG. 19 is transmitted in step S614. A screen 1901 includes an explanatory note 1902 which is the contents of the FAQ. The service person may perform repair work according to the explanatory note 1902.

  FIG. 20 shows a module diagram of this system in the multifunction machine 122 that notifies the occurrence of its own failure. These are stored in the HDD 311 or the ROM 309 and executed by the CPU 308. Reference numeral 2001 denotes a communication unit for this apparatus to communicate with the centralized management apparatus 102. 2002 is a device ID which is identification information for uniquely identifying this apparatus. Reference numeral 2003 denotes a failure detection unit for detecting a failure that has occurred in the present apparatus. Reference numeral 2004 denotes a failure notification unit for notifying a failure that has occurred in the present apparatus. Reference numeral 2005 denotes a browser for displaying and operating screen 8, screen 9, screen 16, and screen 19 of this system. A script processing unit 2006 executes a device ID transmission request script in the login html 411 of the central management apparatus 102 and transmits a device ID to the central management apparatus 102. This is provided in the browser 2005.

  FIG. 21 shows a flowchart of processing in the multifunction machine 122 until the maintenance support information display of the present invention. The browser 2005 that has received an access operation from the service person to the login screen in the centralized management apparatus 102 performs http access to the centralized management apparatus 102 in step S2101. The browser 2005 receives and displays the login html 411 in step S2102. When the browser 2005 accepts pressing of the send button in the state where the login ID and password are input from the service person in step S2103, the browser 2005 proceeds to step S2104. In step S2104, the script processing unit 605 executes the device ID request script in the html, and transmits the device ID together with the serviceman ID and password to the centralized management apparatus 102. The browser 2004 receives and displays the screen in step S2105 of FIG. Next, the browser 2004 receives the screen 1401 or 1501 in step S2108. When the link selection is received from the service person, the FAQ designation operation is performed in step S2109. The browser 2004 transmits the selected FAQ display request in step S2110, and receives and displays the screen 1701 in step S2111. If the failure is not resolved even in accordance with the explanatory note 1702, the device receives an operation for selecting a link on another FAQ ID by the service person in step S2109. Then, step S2110 is performed again for the selected link, and the corresponding FAQ screen is received and displayed.

It is a system configuration figure in an embodiment of the invention. 2 is a hardware configuration diagram of a centralized management apparatus 102. FIG. 2 is a hardware configuration diagram of a multifunction machine 122. FIG. It is a failure history table in an embodiment of the invention. 6 is a flowchart of the multifunction machine 122 when the electronic service manual of the present invention is used. It is a flowchart of the centralized management apparatus 102 in case the electronic service manual of this invention is utilized. 10 is a flowchart of failure history search and search result screen generation processing of the centralized management apparatus 102. 6 is a failure history display screen when viewed from a multifunction peripheral in the electronic service manual of the present invention. 7 is a failure history display screen when there is no failure history when viewed from a multifunction peripheral in the electronic service manual of the present invention. It is a failure history display screen when viewed from a PC in the electronic service manual of the present invention. 6 is a failure history detail screen when viewed from a PC in the electronic service manual of the present invention. 5 is a flowchart of FAQ search in the central management apparatus 102. It is a management table of FAQ in the electronic service manual of the present invention. 6 is a FAQ search result screen when viewed from a multifunction peripheral in the electronic service manual of the present invention. The screen when it is not found in the FAQ search result when viewed from a multifunction peripheral in the electronic service manual of the present invention. It is a FAQ search result screen when viewed from a PC in the electronic service manual of the present invention. 6 is a FAQ content display screen when viewed from a multifunction peripheral in the electronic service manual of the present invention. It is a figure which shows the screen 1801. FIG. It is a figure which shows the screen 1901. FIG. FIG. 3 is a module diagram of the present system in the multifunction machine 122 that notifies the occurrence of its own failure. 10 is a flowchart of processing in the multifunction machine 122 until display of maintenance support information according to the present invention.

Claims (1)

A failure solution support system for providing failure solution information indicating how to solve various failures that occur in an electronic device,
Fault detection means for detecting a fault occurring in the electronic device;
When a failure is detected by the failure detection means, failure notification means for notifying the electronic device identification information for identifying the electronic device and the occurrence date and time of the failure via a network;
a browser that understands a language such as html and can interpret and execute requests contained therein;
Identification information transmitting means for transmitting the electronic device identification information in accordance with a request included in the html;
An electronic device comprising:
Identification information receiving means for receiving the electronic device identification information from the identification information transmitting means;
Model information storage means for storing model information of an electronic device corresponding to the electronic device identification information;
Fault history storage means for storing the fault type and electronic device identification information and the occurrence date and time of the fault transmitted by the fault notification means as a fault history;
Fault history search means for searching fault history from the fault history storage means on condition of electronic device identification information and occurrence date and time of fault,
Fault resolution information storage means together with the fault type and model of the fault resolution information;
Fault history display means for displaying a screen accompanied by a link for searching for the fault solution information in the fault history searched by the fault history search means;
When the link is selected on the failure history display screen, a failure solution information search means for searching for failure solution information on the condition of the failure type of the failure history and the model of the electronic device of the failure occurrence source,
Fault solution information search result display means for generating a screen for displaying the fault solution information search result searched by the fault solution information search means;
A management device comprising:
A failure solution support system characterized by comprising: