TWI895763B - Remote Support System - Google Patents

Abstract

[Question] A remote support system is provided that can remotely support user-side devices while more reliably preventing unauthorized access to the user-side devices. [Solution] A remote support system 1 includes a supporter-side computer 21, a connection management server 4 that can allow or deny connections between the system and the supporter-side computer 21, and a gateway device between the connection management server 4 and the supported device. The power switch for activating the gateway device is a key lock switch. The conditions for enabling the supporter-side computer 21 to connect to the supported device via the connection management server 4 and the gateway device include at least two states: a state in which the connection between the supporter-side computer 21 and the connection management server 4 is permitted, and a state in which the gateway device is activated and in operation.

Description

Remote Support System

The present invention relates to a system for remotely supporting operations performed on a user-side device.

Equipment used for manufacturing and inspecting various products is manufactured and sold by various equipment manufacturers. Examples of such equipment include inspection devices for inspecting pharmaceuticals (such as tablets), and blister packaging machines that simultaneously manufacture blister tablets containing the pharmaceuticals while inspecting the pharmaceuticals.

However, users (customers) who purchased the equipment may need to perform configuration changes, maintenance, or troubleshooting on the equipment. In such cases, they may need to receive support from support personnel, such as those in charge of the equipment manufacturer. However, this requires on-site support, which incurs time and manpower losses.

Therefore, in terms of systems for remotely supporting operations (particularly abnormality response), there is a known system that utilizes the Internet to permanently connect devices at the equipment manufacturer and at the user's side (e.g., see Patent Document 1). This system comprises a client monitoring client, a monitoring server, a client information server, and a central monitoring client.

The client monitoring client is a device installed on the user's side. It constantly monitors the supported equipment (monitored equipment) to detect abnormal data and sends monitoring logs and abnormal data to the supporter's device via the Internet. The monitoring server is a device installed on the supporter's side. It uses the monitoring logs and abnormal data received via the Internet to create an event database. The client information server is a device installed on the supporter's side. When the status of the event database changes, it creates customer information and fault (abnormal) summary information based on the event content related to the change. The central monitoring client is a device installed on the supporter's side that displays a screen showing the client and the details of the problem. This system enables the supporter to quickly respond to a malfunction (abnormality) in the supported equipment. [Prior Art] [Patent]

[Patent Document 1] Japanese Patent Application Laid-Open No. 2003-271238

[Problem to be solved by the invention]

However, in the above system, the user's device (the supported device) must be constantly connected to the Internet. Therefore, there is a risk that a malicious third party could illegally access the user's device, causing the program or data stored on the device to be tampered with, stolen, or destroyed. Furthermore, because the user's device (the supported device) is constantly connected to the Internet, even if the supporter has no malicious intent, the program or data stored on the user's device could be modified, modified, or deleted by the supporter without the user's consent.

In particular, when the user's device is equipped with an inspection device for inspecting pharmaceuticals (tablets, etc.), there is a high demand for remote support from a supporter, and the impact of the above-mentioned problems may be very significant.

Specifically, inspection equipment is required to inspect a variety of different pharmaceutical products as the product line changes. Therefore, the inspection equipment must be configured to suit each pharmaceutical product, a complex task. Furthermore, when an inspection device determines a pharmaceutical product is defective, the user may be unable to pinpoint the cause of the determination. Consequently, users often demand support from support providers, making it easier and more convenient for them to receive support remotely.

On the other hand, since pharmaceuticals are handled under strict standards and controls, if programs or data stored in user-side devices are tampered with or modified, the impact of the problem could be greater.

The present invention was developed in light of the above-mentioned circumstances. Its purpose is to provide a remote support system that can remotely support a user's device while more reliably preventing unauthorized access to the user's device (the device being supported) or unwanted data changes by the supporter. [Means for Solving the Problem]

The following describes each of the measures suitable for achieving the above objectives. Furthermore, specific effects and benefits are noted for each measure as needed.

Means 1. A remote support system comprising an inspection device for performing pharmaceutical inspections, for enabling a supporter to remotely support operations on a target device located on a user's side, comprising: A supporter-side computer located on the supporter's side for providing operational support on the target device; A connection management server having a connection management unit for managing at least connection information from the supporter-side computer, capable of allowing or disallowing connection between the supporter-side computer and the supporter-side computer based on a comparison between information input from the supporter-side computer and the connection information; and A gateway device located on the user's side, interposed between the connection management server and the target device. The power switch for activating the gateway device is configured as a key lock switch. The supporter-side computer is configured to be connectable to the target device via the connection management server and the gateway device, and the conditions for enabling the supporter-side computer to connect to the target device via the connection management server and the gateway device include at least two conditions: a state in which the connection between the supporter-side computer and the connection management server is permitted, and a state in which the gateway device is activated and in operation.

According to the aforementioned means 1, the conditions for enabling a supporter-side computer to connect to a supported device via a connection management server and a gateway device include at least two conditions: a state in which the connection between the supporter-side computer and the connection management server is permitted, and a state in which the gateway device is activated and in operation. Here, the connection between the supporter-side computer and the connection management server is permitted or not permitted based on a comparison between information input from the supporter-side computer (e.g., an ID and password) and connection information managed by the connection management unit. Furthermore, activation of the gateway device is achieved by operating a key lock switch (a switch for switching a predetermined key between on and off). Therefore, in order to establish a state where the supporter-side computer and the target device can be connected for remote support, both predetermined operations on the supporter side (inputting information) and predetermined operations on the user side (activating the gateway device based on the key lock switch) are required.

Therefore, it can effectively reduce the risk of malicious third parties illegally accessing the user's device (supported device), and can more reliably prevent the programs or data stored in the device from being tampered with, stolen, or destroyed.

In addition, the power supply of the gateway device is managed by a key lock switch. Furthermore, since the gateway device is activated on the user side, it can more reliably prevent unwanted supporters from changing, modifying, or deleting programs or data stored on the user-side device (support target device).

Furthermore, the remote support system of means 1 can remotely support a user's device (support target device) and significantly improve the security of information related to the user's device. Therefore, the remote support system of means 1 is particularly effective when the support target device is equipped with an inspection device for inspecting pharmaceuticals.

Means 2. The remote support system according to Means 1, characterized in that: A plurality of the aforementioned support target devices are installed on the user side, and the plurality of the aforementioned support target devices include devices manufactured by different device manufacturers; The aforementioned support target devices are connected to different aforementioned gateway devices for each device manufacturer.

According to the above-mentioned means 2, the support target device is connected to a different gateway device for each device manufacturer. Therefore, when the supporter-side computer and the support target device are connected via the gateway device, the supporter-side computer can only connect to the support target device manufactured by the specific device manufacturer corresponding to the gateway device. Thereby, for example, it is easy to limit the support target devices that can be connected from a certain supporter side to the support target devices manufactured by the supporter. Therefore, it is possible to more reliably prevent various useful information stored in the support target device (such as setting information, programs, etc.) from being browsed by supporters who are not related to the support target device. As a result, remote support from multiple supporters can be obtained, and the protection of useful information possessed by each support target device can be achieved extremely effectively.

Means 3. The remote support system as described in Means 1 is characterized in that: the connection management server is set on the Internet, and has a user-side communication device, which is set on the user side and is connected to the Internet at least when the supporter-side computer and the supported device are connected, and the gateway device is connected to the Internet via the following path (1) or (2).

(1) A path that passes through the aforementioned user-side communication device and is not connected to the user-side network. (2) A path that passes through the user-side network and the aforementioned user-side communication device, which is connected only to the aforementioned user-side communication device and the aforementioned gateway device. Sometimes, a server is installed on the user side that stores various data required for business operations, such as production management systems, accounting systems, purchasing systems, mail systems, and human resources and payroll systems. When such a server is made accessible to the Internet, there is a risk of a serious incident due to unauthorized access.

In this regard, according to the above-mentioned means 3, the gateway device is connected to the Internet via (1) a path through the user-side communication device that is not connected to the user-side network, or (2) a path through the user-side network and the user-side communication device that is connected only to the user-side communication device and the gateway device. Therefore, the network connected to the user-side server can be more reliably separated from the Internet. In this way, unauthorized access to the user-side server can be more reliably prevented. In addition, even if an intrusion into the supporting target device or the like occurs, the influence of the intrusion can be effectively suppressed from affecting the aforementioned server.

Means 4. The remote support system as described in means 3 is characterized in that it has a switching switch, which is set on the path (1) or (2) above and can switch the above-mentioned gateway device between a state of connection with the above-mentioned user-side communication device and a state of connection with a server set up on the user side.

According to the above-mentioned means 4, when the gateway device is connected to the user-side communication device for remote support, the user-side server can be disconnected from the Internet. Therefore, similar to the above-mentioned means 3, unauthorized access to the user-side server can be more reliably prevented.

On the other hand, when the gateway device is connected to the user's server, it can be disconnected from the user's communication device. This ensures high information security while allowing data from supported devices to be collected via the gateway device's server on the user's side. This improves user convenience.

Means 5. The remote support system according to Means 1, characterized in that: the supported device comprises a plurality of components including the inspection device; the supporter-side computer is configured to connect to the components of the supported device via the connection management server and the gateway device; and a component connection management unit is provided, having at least one of the following functions: allowing or disallowing connection between the supporter-side computer and the components for each component; and managing, for each component, permissions for the supporter-side computer to modify or view information stored in the components.

According to the above-mentioned means 5, by allowing or disallowing connections between the supporter-side computer and a component device on a per-component basis, it is possible to more reliably prevent unauthorized access to the component device. Furthermore, by managing the permissions for the supporter-side computer to modify or browse information stored in the component device on a per-component basis, it is possible to more reliably prevent modification or browsing of information stored in the component device due to, for example, improper operation by the supporter.

Furthermore, the technical aspects of each of the above-mentioned means may be appropriately combined. For example, the technical aspects of the above-mentioned means 2 may be combined with the technical aspects of the above-mentioned means 3 or 5. Furthermore, for example, the technical aspects of the above-mentioned means 1 may be combined with two or more of the technical aspects of the above-mentioned means 2 to 5.

[Form used to implement the invention]

The following describes one embodiment with reference to the accompanying drawings. A remote support system is used to allow a supporter to remotely support operations performed on a target device located on the user's side. As shown in FIG1 , the remote support system 1 includes a supporter-side system 2, a user-side system 3, and a connection management server 4.

The supporter-side system 2 is installed on the supporter's side, remotely located from the installation location of the support target devices 31a, 31b, 31c, and 31d, described later. In this embodiment, the supporter is the device manufacturer that manufactures and sells the support target devices 31a, 31b, 31c, and 31d. The supporter specifically supports the operations of the support target devices 31a, 31b, 31c, and 31d that it manufactures and sells. In the following, the support target devices 31a, 31b, 31c, and 31d may be referred to simply as "support target devices 31a to 31d."

The supporter-side system 2 is configured for different supporters and includes a supporter-side computer 21 , a supporter-side network 22 , and a supporter-side communication device 23 .

The supporter-side computer 21 is operated by the supporter and is used to remotely support operations performed by the support target devices 31a to 31d. The supporter-side computer 21 includes a CPU as a processing unit, a ROM for storing various programs, a RAM for temporarily storing various data such as calculation data and input/output data, a storage medium for long-term storage of various data, an input device (such as a keyboard) for inputting information, and a display device (such as a liquid crystal display) for displaying various information.

The supporter-side network 22 is composed of a LAN (Local Area Network) line installed in the supporter-side system 2 and is connected to the supporter-side computer 21 and the supporter-side communication device 23. The supporter-side network 22 is responsible for at least transmitting and receiving signals (information) between the supporter-side computer 21 and the supporter-side communication device 23. Furthermore, devices other than the supporter-side computer 21 or the supporter-side computer 23 (such as a computer or printer) can also be connected to the supporter-side network 22.

The supporter-side communication device 23 is composed of, for example, a router, and is interposed between the supporter-side network 22 and the Internet 5. The supporter-side computer 21 is connected to the Internet 5 via the supporter-side communication device 23.

The user-side system 3 is a system that achieves high information security while enabling remote support of target devices 31a-31d from the supporter-side computer 21 and collecting data stored in the target devices 31a-31d. The user-side system 3 includes target devices 31a-31d, user-side communication devices 32a, 32b, a subnet 33, gateway devices 34a, 34b, 34c, and 34d, switches 35a, 35b, a main network 36, and an internal server 37.

In this embodiment, in-house server 37 corresponds to a "server located on the user side." Furthermore, subnet 33 and main network 36 each correspond to a "network located on the user side." In particular, subnet 33 corresponds to a "network located on the user side that is connected only to user-side communication devices and gateway devices." In the following, gateway devices 34a, 34b, 34c, and 34d are sometimes referred to simply as "gateway devices 34a through 34d."

The supporting object devices 31a to 31d are equipped with: a sequencer, i.e., a PLC (programmable logic controller) 311, for controlling the operation of the supporting object devices 31a to 31d; inspection devices 312 and 313 for performing drug inspections; and a touch panel 314 for inputting information into the supporting object devices 31a to 31d and displaying information (data) stored in the supporting object devices 31a to 31d.

In this embodiment, the supporting devices 31a to 31d are blister packaging machines. These machines inspect pharmaceuticals (e.g., tablets) using inspection devices 312 and 313 and package the inspected pharmaceuticals to produce blister sheets (e.g., PTP sheets). Examples of blister packaging machines equipped with inspection devices include those described in Japanese Patent Application Publication No. 2017-1698. In this embodiment, the PLC 311, inspection devices 312 and 313, and touch panel 314 are each considered a "component device."

Inspection devices 312 and 313 are equipped with an imaging device (camera) for photographing pharmaceuticals and a quality control device for determining the quality of the pharmaceuticals based on the image data obtained by the imaging device. Various information useful for inspection is stored in inspection devices 312 and 313. This information includes criteria for determining quality (e.g., thresholds), binarization thresholds used for binarization, and data for defining the inspection area (e.g., information for identifying the tablet portion in the image data).

Furthermore, a plurality of support target devices 31a to 31d are installed on the user side. These support target devices 31a to 31d include devices manufactured by different device manufacturers. In this embodiment, support target devices 31a, 31b, and 31d are each manufactured by Company A, while support target device 31c is manufactured by Company B. Furthermore, each support target device 31a to 31d (including the PLC 311 and other components of each support target device 31a to 31d) is connected to a different gateway device 34a to 34d for each device manufacturer. In other words, support target devices 31a, 31b, and 31d manufactured by Company A and support target device 31c manufactured by Company B are not connected to the same gateway device.

Furthermore, as shown in FIG2 , a component connection management unit 315 is provided in the components (PLC 311, inspection devices 312, 313, etc.) of the supported devices 31a to 31d. The component connection management unit 315 has the function of allowing or disallowing the connection between the supporter-side computer 21 and the component (PLC 311, etc.) for each component, and the function of managing the permissions related to changes or browsing of information stored in the component (PLC 311, etc.) by the supporter-side computer 21 for each component. Furthermore, the component connection management unit 315 may have only one of these two functions.

In this embodiment, when access is made to a component device (e.g., PLC 311) from the supporter-side computer 21 via the connection management server 4 or the gateway devices 34a-34d, the component device connection management unit 315 sends predetermined password input request information to the display operation management unit 43 (described later) of the connection management server 4. Consequently, the display operation management unit 43 displays a predetermined password input screen G3 (see FIG. 7 ) on the display device of the supporter-side computer 21. However, access to a component device from the supporter-side computer 21 requires that the connection between the supporter-side computer 21 and the connection management server 4 be permitted, and that the gateway devices 34a-34d connected to the component device be activated and in operation.

Furthermore, when the appropriate password for the aforementioned component device as the connection target is input from the supporter-side computer 21 in the password input screen G3, the component device connection management unit 315 permits the connection from the supporter-side computer 21 to the component device.

On the other hand, if the password input from the supporter-side computer 21 is inappropriate, the component connection management unit 315 does not permit connection from the supporter-side computer 21 to the target component. Permission or rejection of the connection is determined by comparing the password pre-stored in the component connection management unit 315 with the password input from the supporter-side computer 21.

Returning to Figure 1 , user-side communication devices 32a and 32b are comprised of, for example, routers and mobile phones, and are devices that connect to the Internet 5 at least when connecting the supporter-side computer 21 and the supported devices 31a to 31d. In this embodiment, user-side communication device 32a is comprised of a router, and user-side communication device 32b is comprised of a mobile phone.

Subnet 33 is a user-side network composed of, for example, a predetermined LAN line, and is connected only to user-side communication device 32a and gateway devices 34a, 34b, and 34c. In this embodiment, subnet 33 is provided to connect a single user-side communication device 32a to a plurality of support target devices 31a, 31b, and 31c.

Gateway devices 34a to 34d are devices used to connect lines with different protocols or data formats. They are located on the user side, between the connection management server 4 and the supported devices 31a to 31d.

Furthermore, the power switches for activating gate devices 34a to 34d are configured as key lock switches. In this embodiment, the key used to switch the power switches (key lock switches) for gate devices 34a to 34d on and off is managed by an administrator specified by the user. Turning on the power switches (key lock switches) activates gate devices 34a to 34d and puts them into operation. Turning off the power switches deactivates gate devices 34a to 34d.

In addition, the gateway devices 34a to 34d are connected to the Internet 5 via the following path (1) or (2). The path (1) is a path through the user-side communication device 32b, which is a path that is not connected to the user-side network (subnet 33 and main network 36). The gateway device 34d is connected to the Internet 5 via the path (1). The path (2) is a path through the subnet 33 connected only to the user-side communication device 32a and the gateway devices 34a, 34b, and 34c, and the user-side communication device 32a. The gateway devices 34a, 34b, and 34c are connected to the Internet 5 via the path (2).

Switches 35a and 35b are switches for switching gateway devices 34a to 34d between a state of connection with user-side communication devices 32a and 32b and a state of connection with the company's internal server 37. In this embodiment, switch 35a is set on the path (2) above, and switch 35b is set on the path (1) above.

The main network 36 is composed of, for example, a LAN line and is connected to the in-house server 37. In addition, devices other than the in-house server 37 (such as computers, printers, and other business-related devices) can also be connected to the main network 36.

The in-house server 37 is a server system that stores various data required for business operations, including the production management system, accounting system, purchasing system, mail system, and human resources and payroll system. By operating switches 35a and 35b, the in-house server 37 is disconnected from the user-side communication devices 32a and 32b, while connecting to the gateway devices 34a to 34d. By connecting to the gateway devices 34a to 34d, the in-house server 37 can collect information (data) stored in the supported devices 31a to 31d via the gateway devices 34a to 34d.

The connection management server 4 is a computer system that provides information and processing results in response to requests from the supporter. The connection management server 4 is located on the Internet 5 and, as shown in Figure 3 , includes a connection management unit 41, a user device management unit 42, and a display operation management unit 43. Furthermore, the connection management server 4 may be a virtual server. Furthermore, the connection management server 4 may be located somewhere other than the Internet 5 (e.g., in the user-side system 3).

The connection management unit 41 manages connection information used by the supporter-side computer 21 to connect to the connection management server 4. In this embodiment, the connection information includes a supporter (e.g., Company A, Company B, etc.) and an ID and password corresponding to the supporter (see FIG. 4 ).

Furthermore, when information (ID and password) is input from the supporter-side computer 21, the connection management unit 41 compares that information with the connection information. If the information (ID and password) input from the supporter-side computer 21 matches the connection information, the connection management unit 41 permits the supporter associated with the connection information to connect between the supporter-side computer 21 and the connection management server 4. For example, if "000A" is input as the ID and "AAA" as the password from the supporter-side computer 21, the connection management unit 41 permits Company A, the supporter associated with these IDs, to connect between the supporter-side computer 21 and the connection management server 4.

When the connection is permitted, the supporter-side computer 21 associated with the permitted supporter and the connection management server 4 are connected in a state where various signals (information) can be transmitted and received. Furthermore, when the connection between the supporter-side computer 21 and the connection management server 4 is permitted, information (login information) identifying the permitted supporter is stored in the connection management server 4.

On the other hand, if the information (ID and password) input from the supporter-side computer 21 does not match the connection information, the connection management unit 41 does not permit the connection between the supporter-side computer 21 and the connection management server 4 .

The user device management unit 42 manages various information related to the supported devices 31a-31d. As shown in FIG5 , the various information includes the name of the user who owns the supported devices 31a-31d (user name), the number of the supported devices 31a-31d (device number), the name of the component devices (e.g., PLC 311, etc.) included in the supported devices 31a-31d, the number of these component devices, the address of these component devices (IP address or MAC address, etc.), information indicating whether physical connection with these component devices is permitted, the name of the supporter who is allowed to connect to these component devices (supporter name), and information indicating the permission to modify or view information stored in these component devices. In this embodiment, this information is obtained from the supported devices 31a-31d via the gateway devices 34a-34d. For example, information indicating the name and authority of the supporter is obtained from the component device connection management unit 315. Alternatively, various information can be pre-entered by the user.

When the connection management server 4 and the supporter-side computer 21 are connected, the display operation management unit 43 controls the information displayed on the display device of the supporter-side computer 21 and performs various processes corresponding to operations from the supporter-side computer 21. When the connection between the supporter-side computer 21 and the connection management server 4 is not permitted, the display operation management unit 43 displays a predetermined authentication screen G1 (see FIG. 6 ) on the display device of the supporter-side computer 21 when access to the connection management server 4 is attempted from the supporter-side computer 21. The authentication screen G1 displays an input field N1 for entering an ID, an input field N2 for entering a password, and a confirmation button B1 for confirming the input of the ID, etc. In this embodiment, after entering an ID in input field N1 and a password in input field N2, the user presses the OK button B1 to input the ID and password from the supporter-side computer 21 to the connection management unit 41. Based on the input information (ID and password), the connection management unit 41 then permits or denies the connection between the supporter-side computer 21 and the connection management server 4.

Furthermore, when the connection management server 4 and the supporter-side computer 21 are connected, the display operation management unit 43 transmits various information related to the target devices 31a to 31d manufactured by the supporter (device manufacturer) permitted to connect to the supporter-side computer 21 based on the aforementioned login information and the information managed by the user device management unit 42 (see FIG. 5 ). This causes a predetermined initial screen G2 (see FIG. 8 ) to be displayed on the display device of the supporter-side computer 21. This initial screen G2 displays various information related to the target devices 31a to 31d that the supporter permitted to connect can remotely support. For example, in this embodiment, the support target devices 31a, 31b, and 31d are manufactured by Company A. Therefore, when the aforementioned registrant information indicates Company A, various information related to the support target devices 31a, 31b, and 31d manufactured by Company A is displayed in the initial screen G2.

In addition, on the initial screen G2, a connection button B2 is displayed for each component device (PLC 311, etc.) that can be physically connected, that is, a component device connected to the operating gate devices 34a to 34d. The connection button B2 is operated when a component device (PLC 311, etc.) to be connected is selected.

The information displayed on the initial screen G2 can also be modified as needed. For example, it can be configured to display only information related to physically connectable components (PLC311, etc.). This makes it easier to select the component to connect to.

Furthermore, when the connection button B2 is operated, the display operation management unit 43 displays a predetermined password input screen G3 (see FIG7 ). The password input screen G3 displays an input field N3 for entering a password and a confirmation button B3 for confirming the password entry. In this embodiment, with a password already entered in the input field N3, the supporter-side computer 21 enters a password to the target component (PLC 311, etc.) via the connection management server 4 by operating the confirmation button B3. Based on the entered password, the component connection management unit 315 then permits or disallows the connection between the supporter-side computer 21 and the component (PLC 311, etc.). When the connection between the support-side computer 21 and the component device (PLC 311, etc.) is permitted, the support-side computer 21 and the component device (PLC 311, etc.) are connected in a state where various signals (information) can be transmitted and received. This allows the supporter to use the support-side computer 21 to modify or view the information stored in the component device within the scope of the permissions for modifying or viewing the information stored in the component device managed by the component device connection management unit 315.

For example, if the connected supporter is granted information viewing rights by the component connection management unit 315, the display operation management unit 43 displays the same screen (e.g., a configuration screen) as the screen that can be displayed by the component in question on the display device of the supporter-side computer 21, based on a signal (information) transmitted from the component. For example, if the connection between the supporter-side computer 21 and the touchpad 314 is permitted, the display operation management unit 43 displays the same screen on the display device of the supporter-side computer 21 as the screen displayed on the touchpad 314.

Furthermore, for example, if a connected supporter has information modification authority managed by the component device connection management unit 315, information input using the input device of the supporter-side computer 21 can be input to the component device via the display operation management unit 43. This allows the supporter-side computer 21 to modify or amend data stored in the component device using the input device.

Next, the process of performing remote support on the support target devices 31a to 31d using the remote support system 1 constructed as described above will be described.

First, the user requesting support contacts the support provider (e.g., Company A) by phone or other means to specify the target devices 31a-31d and their components (e.g., PLC 311) for which support is desired. Based on this, the user, for example, uses a specified key at a predetermined time with the support provider to turn on the power switches (key lock switches) of the gateway devices 34a-34d connected to the target devices 31a-31d for which support is desired. For example, if support is desired for the operation of the inspection device 312 in the target device 31b, the user turns on the power switch of the gateway device 34b. This activates the gateway device 34b and puts it into operation.

Next, using the supporter-side computer 21, the supporter accesses the connection management server 4 and enters the appropriate ID and password on the aforementioned authentication screen G1. This allows the connection between the supporter-side computer 21 and the connection management server 4 to be permitted via the connection management unit 41. As a result, both the state in which the connection between the supporter-side computer 21 and the connection management server 4 is permitted and the state in which the gateway devices 34a to 34d are activated and in operation are satisfied. At least these two states include the conditions that allow the supporter-side computer 21 to connect to the supported devices 31a to 31d via the connection management server 4 and the gateway devices 34a to 34d.

When the support-side computer 21 is allowed to connect to the connection management server 4 and the two are connected in a state where they can transmit and receive signals (information), the initial screen G2 (see FIG8 ) is displayed on the display device of the support-side computer 21. The supporter then operates (selects) the connection button B2 corresponding to the component device to be supported (connection target) and enters an appropriate password on the password input screen G3. This allows the component connection management unit 315 to allow the support-side computer 21 to connect to the component device. As a result, the support-side computer 21 and the component device are connected. Furthermore, when the connected supporter has information browsing authority managed by the component device connection management unit 315, the display device of the supporter-side computer 21 displays the same screen as the screen that can be displayed on the component device.

Afterwards, the supporter and user communicate via phone and, while viewing the same screen, the supporter, or the user receiving the supporter's advice, performs configuration changes, maintenance, and abnormality response operations on the components of the supported devices 31a-31d. For example, if the connected supporter has information modification permissions managed by the component device connection management unit 315, the supporter can use the aforementioned input device of the supporter-side computer 21 to perform operations on the components.

After completing the work, the supporter performs a predetermined logout procedure to disconnect the supporter's computer 21 from the connection management server 4. Meanwhile, the user uses a predetermined key to turn off the power switches (key lock switches) of the active gateway devices 34a-34d, shutting down the gateway devices 34a-34d. The user then returns the key to the administrator.

As described above in detail, according to this embodiment, in order to set up a state in which the supporter-side computer 21 and the supported target devices 31a to 31d can be connected to provide support from a remote location, both the prescribed operations on the supporter side (entry of ID and password, etc.) for connecting the supporter-side computer 21 and the connection management server 4 and the prescribed operations on the user side (activating the gateway devices 34a to 34d through the key lock switch) are necessary.

Therefore, the risk of a malicious third party illegally accessing the user-side device (support target device 31a~31d) can be extremely effectively reduced, and the programs and data stored in the device can be more reliably prevented from being tampered with, stolen, destroyed, etc.

In addition, the power supply of the gateway devices 34a to 34d is managed by a key lock switch. Furthermore, the activation of the gateway devices 34a to 34d is performed on the user side, thereby more reliably preventing the programs and data stored in the user-side device (support target device 31a to 31d) from being changed, modified, deleted, etc. by the supporter in ways that the user does not want.

Furthermore, the target devices 31a to 31d are connected to different gateway devices 34a to 34d for each device manufacturer. Therefore, when the supporter-side computer 21 and the target devices 31a to 31d are connected via the gateway devices 34a to 34d, only the target devices 31a to 31d manufactured by the specific device manufacturer corresponding to the gateway device 34a to 34d can be connected to the supporter-side computer 21. This makes it easy to limit the target devices 31a to 31d connectable from a particular supporter to those manufactured by that supporter, for example. Therefore, it is possible to more reliably prevent supporters unrelated to the target devices 31a to 31d from viewing the various useful information (e.g., setting information, programs, etc.) stored in the target devices 31a to 31d. As a result, remote support by multiple supporters can be achieved very effectively while protecting the useful information held by each target device 31a to 31d.

Furthermore, the gateway devices 34a to 34d are connected to the Internet 5 via (1) a path that passes through the user-side communication device 32b and is not connected to the user-side network (subnet 33 or main network 36), or (2) a path that passes through the user-side communication device 32a and the gateway devices 34a, 34b, and 34c, which are connected only to the subnet 33 and the user-side communication device 32a. Therefore, the main network 36 connected to the in-house server 37 can be more reliably separated from the Internet 5. Therefore, unauthorized access to the in-house server 37 can be more reliably prevented, and even if an intrusion into the support target devices 31a to 31d occurs, the impact of the intrusion can be effectively suppressed from affecting the in-house server 37.

Furthermore, when the gateway devices 34a to 34d are connected to the user-side communication devices 32a and 32b for remote support, the switches 35a and 35b can be used to disconnect the in-house server 37 from the Internet 5. This makes it possible to more reliably prevent unauthorized access to the in-house server 37.

On the other hand, when gateway devices 34a-34d are connected to an in-house server 37, switches 35a and 35b can be used to disconnect gateway devices 34a-34d from user-side communication devices 32a and 32b. This ensures high information security while allowing data from supported devices 31a-31d to be collected on the in-house server 37 via gateway devices 34a-34d. This improves user convenience.

Furthermore, the component connection management unit 315 has a function of allowing or not allowing the connection between the supporter-side computer 21 and the component (PLC 311, etc.) for each component. This function can more reliably prevent the component from being invaded by illegal access.

Furthermore, the component connection management unit 315 manages the permissions related to changes or browsing of information stored in components (such as the PLC 311) by the supporter-side computer 21 on a per-component basis. This function more reliably prevents changes or browsing of information stored in components due to user errors.

Furthermore, the present invention is not limited to the above-described embodiments, and may be implemented as follows, for example. Of course, other application examples and modifications not shown below are also possible.

(a) In the above embodiment, the components of the supporting devices 31a to 31d include PLC 311, inspection devices 312 and 313, and a touch panel 314. However, the components of the supporting devices may be modified as appropriate.

Furthermore, each supported device does not need to have the same components, and each supported device may have different components. For example, one supported device may have a PLC and one inspection device, while another supported device may have a PLC and three inspection devices.

(b) In the above embodiment, the supporting equipment 31a to 31d is a blister packaging machine equipped with inspection devices 312 and 313 for inspecting pharmaceuticals (tablets, etc.), and is used to produce blister sheets containing the packaged pharmaceuticals. Conversely, the supporting equipment may be a bottle packaging machine equipped with an inspection device for inspecting pharmaceuticals (tablets, etc.), and is used to produce bottled products containing the pharmaceuticals in bottles.

(c) In the above embodiment, although one connection management server 4 is provided, a plurality of connection management servers 4 may be provided.

In the above embodiment, there is only one user-side system 3, but there may be multiple user-side systems 3. In this case, a different connection management server 4 may be provided for each user-side system 3, or a connection management server 4 may be provided for multiple user-side systems 3.

(d) In the above embodiment, the switch 35a is installed between the user-side communication device 32a and the subnet 33. However, the switch 35a can also be installed between the subnet 33 and the gateway devices 34a, 34b, and 34c. In this case, a total of three switches 35a are installed.

(e) In the above embodiment, the component device connection management unit 315 is provided in a component device such as the PLC 311, but the component device connection management unit may also be provided in the connection management server 4 or the like.

(f) In the above embodiment, the supporting target devices 31a to 31d are equipped with inspection devices 312 and 313 for inspecting pharmaceuticals. Alternatively, the supporting target devices may be equipped with inspection devices that inspect objects other than pharmaceuticals.

Furthermore, the supported equipment does not need to be equipped with an inspection device. Therefore, a remote support system of the following method A can also be used.

Means A. A remote support system for a supporter to remotely support operations on a target device located on a user side, comprising: a supporter-side computer, located on the supporter side, for supporting operations on the target device; a connection management server, comprising at least a connection management unit for managing connection information for connection from the supporter-side computer, and capable of allowing or disallowing connection between the supporter-side computer and the supporter-side computer based on a comparison between information input from the supporter-side computer and the connection information; a gateway device, located on the user side, interposed between the connection management server and the target device; a power switch for activating the gateway device, comprising a key lock switch; The supporter-side computer is configured to be connectable to the target device via the connection management server and the gateway device, and is configured such that conditions for enabling the supporter-side computer to connect to the target device via the connection management server and the gateway device include at least two conditions: a state in which the connection between the supporter-side computer and the connection management server is permitted, and a state in which the gateway device is activated and operating.

According to the above-mentioned means A, it is possible to remotely support the user's device (support target device) and significantly improve the security of information related to the user's device.

1: Remote Support System 4: Connection Management Server 5: Internet 21: Supporter-Side Computer 31a, 31b, 31c, 31d: Supported Device 32a, 32b: User-Side Communication Device 33: Subnet (User-Side Network, User-Side Network Connected Only to User-Side Communication Devices and Gateway Devices) 34a, 34b, 34c, 34d: Gateway Device 35a, 35b: Switch 36: Main Network (User-Side Network) 41: Connection Management Unit 311: PLC (Component) 312, 313: Inspection Device (Component) 314: Touch Panel (Component) 315: Component Connection Management Unit

Figure 1 is a block diagram showing the schematic configuration of the remote support system. Figure 2 is a block diagram showing the schematic configuration of the supported device. Figure 3 is a block diagram showing the schematic configuration of the connection management server. Figure 4 is an explanatory diagram illustrating the information managed by the connection management unit. Figure 5 is an explanatory diagram illustrating the information managed by the user device management unit. Figure 6 is a diagram showing an example of an authentication screen. Figure 7 is a diagram showing an example of a password input screen. Figure 8 is a diagram showing an example of an initial screen.

1: Remote support system

2: Supporter-side system

3: User-side system

4: Connect to the management server

5: Internet

21: Supporter side computer

22: Supporter-side network

23: Supporter-side communication device

31a, 31b, 31c, 31d: Support equipment

32a, 32b: User-side communication device

33: Subnet

34a, 34b, 34c, 34d: Gate device

35a, 35b: Switch

36: Main Network

37: Internal server

311:PLC

312,313: Inspection device

314: Touch Panel

Claims (4)

A remote support system is provided for a supporter to remotely support operations on a support target device located at a user's side. The system is characterized by: A supporter-side computer, which is provided on the supporter side and is used to support operations for the aforementioned support target device; a connection management server, which has a connection management unit for managing at least connection information for connection from the aforementioned supporter-side computer, and can allow or not allow the connection between itself and the aforementioned supporter-side computer based on the comparison result of the information input from the aforementioned supporter-side computer and the aforementioned connection information; and a gateway device, which is provided on the aforementioned user side and is between the aforementioned connection management server and the aforementioned support target device, and the power switch for activating the aforementioned gateway device is composed of a key lock switch, and the aforementioned supporter-side computer is configured to be able to connect to the aforementioned supporter-side computer through the aforementioned connection management server. The server and the aforementioned gateway device are connected to the aforementioned support target device, and are constructed as follows: under conditions for enabling the aforementioned supporter-side computer to connect to the aforementioned support target device via the aforementioned connection management server and the aforementioned gateway device, at least two conditions are included: a state in which the connection between the aforementioned supporter-side computer and the aforementioned connection management server is allowed, and a state in which the aforementioned gateway device is started and in operation. A plurality of the aforementioned support target devices are set on the aforementioned user side, and the plurality of the aforementioned support target devices include devices manufactured by different device manufacturers. The aforementioned support target devices are connected to different aforementioned gateway devices according to each of the aforementioned device manufacturers. A remote support system as claimed in claim 1, wherein the connection management server is located on the Internet and has a user-side communication device, which is located on the user side and is connected to the Internet at least when the supporter-side computer and the support target device are connected, and the gateway device is connected to the Internet via the following paths (1) or (2): (1) a path through the user-side communication device and a path that is not connected to the user-side network; (2) a path through the user-side network and the user-side communication device that is connected only to the user-side communication device and the gateway device. The remote support system of claim 2 is provided with a switch, which is arranged on the path of (1) or (2) and can switch the gateway device to a state of being connected to the user-side communication device and a state of being connected to the server arranged on the user side. A remote support system as claimed in claim 1, wherein the aforementioned support target device has a plurality of components including an inspection device, the aforementioned supporter-side computer is configured to be connected to the aforementioned components of the aforementioned support target device via the aforementioned connection management server and the aforementioned gateway device, and has a component device connection management unit, which has at least one of the following functions: allowing or not allowing the connection between the aforementioned supporter-side computer and the aforementioned components according to each of the aforementioned components; and managing changes to information stored in the aforementioned components or browsing permissions performed by the aforementioned supporter-side computer according to each of the aforementioned components.