JP2003198746A - Remote controller, remote maintenance system and method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform remote maintenance concerning the fault of an electric appliance even when a network is not used. <P>SOLUTION: A remote controller includes a management information transmission request parts 2 and 3 for requesting electronic appliance management information to the electric appliance, a receiving part 2 for receiving electronic appliance management information transmitted from the appliance in response to the request of the requesting parts 2 and 3, a storage part 8 for storing electronic appliance management information received by the receiving part 2, a reading part 6 for reading management information stored in the storage part 8 and a transmitting part 2 for transmitting management information read by the reading part 6 to an external device which transmits the information to a call center via a network. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to remote maintenance in which a terminal of a maintenance company in a remote place performs maintenance work on electronic equipment via a network. The present invention relates to a remote control device, a remote maintenance system, and a method thereof that perform maintenance in a case.

[0002]

2. Description of the Related Art In a computer connected to a network, from the terminal of a maintenance company (hereinafter also referred to as a call center) also connected to the network, the hardware and software of the computer are repaired, inspected, and the software is checked. Remote maintenance is performed in which maintenance work such as replacement and addition is performed via a network.

A network failure or, for example, an OS (Op
Except when the system cannot be started at all, such as when the erating system goes down, remote maintenance is performed, which eliminates the need for the maintenance staff to move during inspection work and initial investigation of failures, enabling quick response. Become.

As described above, remote maintenance cannot be performed when the network fails or the OS goes down. Therefore, in a business computer, remote maintenance is performed separately from the main CPU. It is equipped with a sub CPU and a bypass consisting of a serial interface RS232C and a modem, for example, and is connected to a network via this bypass, and an error log (Error Lo
g) is being transferred, and disaster recovery support such as remote boot for reloading system software to a computer is being used.

By the way, a PC (Person
Al Computer) and the spread of the Internet, home appliances that have not had a communication function in the past, such as AV (Audio Visual) equipment, refrigerators, and air conditioners, are also equipped with a communication function to network the home appliances. A home network concept called is proposed.

[0006] When the home network is constructed, the convenience of home electric appliances can be improved such that the home electric appliances provided in the home can be controlled by a mobile phone while going out and various devices can be managed collectively. It is believed to improve dramatically.

[0007]

Since the household electric appliances have become more and more complicated due to the multi-functionalization, many failures due to erroneous operation and setting errors of the household electric appliances by the user occur frequently. . Many users try to call the call center directly to solve the problem without relying on difficult-to-understand operation manuals if home appliances do not operate normally. There is a problem that such work requires a lot of labor and cost because it is necessary to dispatch the staff.

Therefore, it is considered to apply the remote maintenance applied to the business computer to the home-networked home appliances.

However, for each home electric appliance such as a computer for business use, the maintenance of the above-mentioned CPU for remote maintenance and the interface serving as a bypass makes the apparatus complicated and increases the cost. There are so many problems.

By the way, the electric home appliance is equipped with a remote control device (hereinafter referred to as a remote control device) capable of remotely controlling a predetermined operation of the electric home appliance. By using the remote control device, the user can operate a desired home electric appliance even from a distant position. Such remote control devices are mainly attached to AV devices such as televisions, video and audio devices, and also attached to home appliances such as air conditioners and indoor lights installed in places where direct operation is difficult. There is.

Therefore, the present invention has been devised to solve the above-mentioned problems, and in home electric appliances, remote maintenance can be performed without preparing a CPU for remote maintenance or a network interface. An object is to provide an operating device, a remote maintenance system, and a method thereof.

[0012]

In order to achieve the above object, a remote control device according to the present invention is a remote control device for remotely operating an electronic device having a network connection means capable of maintenance via a network by a call center. An operating device, wherein the management information transmission requesting means for requesting the electronic equipment to transmit management information of the electronic equipment, and the electronic equipment transmitted in response to the request from the management information transmission requesting means Receiving means for receiving management information of the electronic device, storage means for storing the management information of the electronic device received by the receiving means, and reading means for reading the management information of the electronic device stored in the storage means. The management information read by the reading means can be transmitted to the call center via the network. Characterized in that it comprises a transmitting means for transmitting the part device.

In order to achieve the above object, the remote control device according to the present invention requests the electronic device to transmit the management information of the electronic device in the remote control device for remotely controlling the electronic device. Management information transmission requesting means,
A first receiving management information of the electronic device transmitted from the electronic device in response to a request from the management information transmission requesting means;
Receiving means, storage means for storing the management information of the electronic device received by the first receiving means, reading means for reading the management information of the electronic device stored in the storage means, and the reading means. Generated by the call center on the basis of the first transmitting means for transmitting the management information read out by the remote controller to the call center for maintaining the electronic device, and the management information transmitted from the first transmitting means. Second receiving means for receiving the failure recovery support data or program, and second transmitting means for transmitting the failure recovery support data or program received by the second receiving means to the electronic device. Characterize.

In order to achieve the above object, a remote maintenance system according to the present invention is an electronic device connected to a first network, a remote control device for remotely operating the electronic device, and a second network. A call center connected to the network; and an inter-network connection device that connects the first network and the second network to each other, and a failure generated by the call center in response to a failure of the electronic device. A remote maintenance system for maintaining the electronic device by transmitting recovery support data or a program to the electronic device via the second network, the inter-network connecting device, and the first network, wherein The electronic device includes a management information generating unit that generates management information and the management information generating unit. First storage means for storing the management information generated by the means, network connection means for connecting to the first network, and management stored in the storage means in response to a request from the remote control device. The remote operation device includes a first read-out unit for reading out information and a first transmission unit for transmitting the management information read out by the first read-out unit to the remote operation device. Management information transmission request means for requesting the device to transmit the management information of the electronic device,
First receiving means for receiving the management information transmitted from the first transmitting means of the electronic device, and second storage means for storing the management information received by the first receiving means,
It has a second reading means for reading the management information stored in the second storage means, and a second transmitting means for transmitting the management information stored in the storage means to the inter-network connecting device. The inter-network connecting device receives the management information transmitted from the second transmitting device of the remote control device, and the management information received by the second receiving device. Third transmitting means for transmitting to the call center via the network, the call center transmitting management information from the third transmitting means of the inter-network connecting device via the second network. And a third receiving means for receiving the failure recovery assistance data and the failure recovery assistance data or the failure recovery assistance program generated based on the management information received by the third receiving means. Second network system, and having a fourth transmission means for transmitting to said electronic device via said network connection means and the first network system.

In order to achieve the above-mentioned object, a remote maintenance method according to the present invention comprises an electronic device connected to a first network, a remote control device for remotely operating the electronic device, and a second network. A call center connected to the network, the first network and the second network
And an inter-network connecting device for connecting to the second network, the inter-network connecting device including fault recovery support data or a program generated by the call center in response to a fault occurring in the electronic device. A remote maintenance method of a remote maintenance system for maintaining the electronic device by transmitting to the electronic device via the first network, the electronic device generating management information, and the generated management Storing information in the first storage means,
In the remote control device, the network connection means for connecting the first network network or the second network network or the electronic device and the first network network cannot be used when a failure occurs in the electronic device. In this case, the electronic device is requested to transmit the management information of the electronic device, and the electronic device is stored in the first storage means in response to a management information transmission request from the remote operation device. The management information is read, the read management information is transmitted to the remote operation device, the remote operation device receives the transmitted management information, and the received management information is stored in the second storage means. Then, the management information stored in the second storage means is read, the read management information is transmitted to the inter-network connection device, and the inter-network connection device is Serial receiving the management information transmitted from the remote control device, the management information received is transmitted to the call center via the second network system,
The call center receives the management information transmitted from the inter-network connecting device via the second network, generates failure recovery support data or a program based on the received management information, and generates the data. When the second network network, the first network network and the network connecting means are enabled to use the disaster recovery support data or program, the second network network, the network connecting means and the first network
To the electronic device via the network network, the electronic device receives the transmitted failure recovery support data or program, and performs maintenance according to the received failure recovery support data or program. Characterize.

To achieve the above object, a remote maintenance system according to the present invention comprises an electronic device, a remote control device for remotely operating the electronic device, and a call center for performing maintenance on the electronic device from a remote location. A remote maintenance system for maintaining the electronic device by transmitting failure recovery support data or a program generated by the call center to the electronic device in response to a failure of the electronic device, wherein the electronic device is Management information generating means for generating management information, first storage means for storing the management information generated by the management information generating means, and the first storage means in response to a request from the remote operation device. A first reading means for reading the management information stored in
First transmitting management information read by the reading means to the remote operation device, and receiving the failure recovery support data or program transmitted from the remote operation device.
And a first data transmission / reception unit of the electronic device, wherein the remote control device requests the electronic device to transmit management information of the electronic device. Received by the second data transmission / reception means for receiving the management information transmitted from the second data transmission / reception means, and transmitting the failure recovery support data or program transmitted from the call center to the first data transmission / reception means. The second storage means for storing the management information, the second reading means for reading the management information stored in the second storage means, and the management information read by the second reading means. A third data transmitting / receiving means for transmitting to the call center and receiving the failure recovery support data or the program transmitted from the call center, The call center receives the management information transmitted from the third data transmitting / receiving means of the remote device, and transmits the failure recovery support data or program generated at the call center based on the management information to the third remote control device. A fourth data transmission / reception means for transmitting to the data transmission / reception means is provided.

In order to achieve the above object, a remote maintenance method according to the present invention comprises: an electronic device, a remote control device for remotely operating the electronic device, and a call center for performing maintenance on the electronic device from a remote location. And a remote maintenance method of a remote maintenance system for maintaining the electronic device by transmitting fault recovery support data or a program generated by the call center to the electronic device in response to a failure of the electronic device. Then, the electronic device generates management information, stores the generated management information in the first storage means, and the remote control device controls the electronic device to notify the electronic device when a failure occurs in the electronic device. The electronic device requests that the management information of the device be transmitted, and the electronic device sends management information from the remote control device. The management information stored in the first storage means is read in response to a request for communication, the read management information is transmitted to the remote operation device, and the remote operation device is transmitted from the electronic device. The management information is received, the received management information is stored in the second storage unit, the management information stored in the second storage unit is read, and the read management information is transmitted to the call center. The call center receives the management information transmitted from the remote device, generates failure recovery support data or a program based on the management information, and outputs the generated failure recovery support data or program to the remote control device. The remote control device receives the failure recovery support data or the program transmitted from the call center and receives the failure. The recovery support data or program is transmitted to the electronic device, the electronic device receives the failure recovery support data or program transmitted from the remote control device, and maintenance is performed according to the received failure recovery support data or program. It is characterized by executing.

[0018]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of a remote control device, a remote maintenance system and a method thereof according to the present invention will be described in detail below with reference to the drawings.

The present invention is applied to the remote maintenance system 60 shown in FIG.

The remote maintenance system 60 includes a remote control device (hereinafter referred to as a remote control device) 1, a home electric appliance 10, and a home gateway 30.
And a network 40 and a call center 50.

In the remote maintenance system 60,
Call center 5 in which home electric appliance 10 at home performs failure diagnosis of home electric appliance 10 and various settings of home electric appliance 10 from home gateway 30 via network 40
It is connected to 0.

The remote control device 1 is a device for remotely operating the home electric appliance 10 using infrared rays, and the user
By pressing a button or the like provided on the remote control device 1, a predetermined command is input and each home electric appliance 10 is controlled. The remote control device 1 includes a plurality of home electric appliances 10.
It may be controlled by a stand, or each home electric appliance 10 may be controlled by a dedicated remote control device 1.

Further, the remote control device 1 accesses the home electric appliance 10 and stores it in a predetermined memory of the home electric appliance 10 when the failure diagnosis of the home electric appliance 10 and various settings of the home electric appliance 10 cannot be performed through the network 40. Configuration data, which is the setting data of the home electric appliance 10,
For example, the operating status Log data in which the progress of the operating status of the home electric appliance 10 such as the temperature, the voltage, and the dirt of the head is recorded and the error Log data in which the progress of the error data is recorded are acquired and stored in the memory. After the network 40 is restored, the user operates the remote controller 1 to send the information stored in the memory to the call center 50.

The home electric appliance 10 is, for example, an AV (Audio Visual) appliance typified by a television, audio, video, a washing machine, a refrigerator, an air conditioner, etc., and can be controlled by the remote controller 1. There is. Figure 1
Shows only AV equipment. The home electric appliance 10 is, for example, Ethernet (registered trademark), IEEE (Institute of Ele
ctrical and Electronics Engineers) 1394, USB (Univ
ersal Serial Bus), Wireless LAN (Local Area Netwo
rk) has a network connection interface such as, and builds a home network at home with this network interface.

The home gateway 30 is a repeater for connecting the network 40 and the home network constructed by the home electric appliance 10, and protocol conversion for enabling transmission / reception of information between the two networks.
It is a gateway that performs code conversion.

The home gateway 30 is a home electric appliance 10.
The configuration data, the operation status log data, and the error log data transmitted from are converted into a predetermined data format and then output to the network 40.

Further, the home gateway 30 can be replaced with a router or the like depending on how different the protocols of the network 40 and the home network are, and a mobile phone or a PC having a communication function can be used. (Personal Computer) may be used.

The home gateway 30 includes an infrared I / F (not shown) for receiving the Configuration data, the operation status Log data, and the error Log data transmitted from the remote controller 1. Also, home gateway 3
0 is from the remote control device 1 in addition to the infrared I / F described above.
Configuration data, operation status log data, error log
A data input / output I / F (not shown) such as a USB for receiving data is provided.

The network 40 is, for example, TCP.
(Transmission Control Protocol) / IP (Internet
Internet) using Protocol) is available.

The call center 50 is a center that provides various fault recovery support services to the home electric appliance 10 from a remote location via the network 40. There are mainly three types of failure recovery support services provided by the call center 50 as follows.

"Configuration Management" Configuration sent to call center 50
Based on the data, a failure due to a combination of home electric appliances 10 or a setting error is diagnosed.

The failure due to the combination of the home electric appliances 10 is, for example, information that if a digital video camera of B company is connected to a PC (Personal Computer) of A company to build a home network, it will not start properly for some reason. The call center 50 collects in advance and diagnoses via the network 40 whether or not the user registered in the call center 50 has such a connection. When the above-mentioned diagnosis result is obtained, the call center 50 transmits message data to that effect via the network 40 or by telephone.

Similarly, with respect to a failure due to a setting error, the call center 50 executes remote diagnosis via the network 40.

Configuratio transmitted from the home electric appliance 10
n data, for example, data indicating the version of the installed firmware, data indicating the manufacturer name,
Data indicating the model name, data indicating the configuration of the installed memory, data indicating the type of CPU, the home electric appliance 1
Examples of the data include data indicating the configuration of the network in which 0 is incorporated, data indicating the set mode, and the like.

"Fault Management" Operation status log data and error L sent to the call center 50
Based on the og data, a remote diagnosis program (Remote Diagnostic Program) is started from a remote location if necessary, and detailed failure diagnosis and data of the replacement time of consumables are transmitted to provide guidance.

Operation status Log transmitted from the home electric appliance 10
The data includes, for example, data indicating the voltage of a predetermined circuit,
Examples of the data include data indicating temperature fluctuations of a predetermined circuit, data indicating head contamination, and network operation log data.

The error Lo sent from the home electric appliance 10
Examples of g data include memory error log data and Mean Time Between Failures (MTBF) data obtained by averaging the time from one failure to the next failure.

"Remote Recovery Management" Configuratio sent to call center 50
Based on the n data, recovery support is provided by transmitting a software version upgrade program for the home electric appliance 10 and data for changing settings.

For example, the call center 50 is a Configur
When the firmware version of the home electric appliance 10 is older than the ation data, the firmware of the home electric appliance 10 is rewritten, or the home electric appliance 10 is restarted by remotely resetting the home electric appliance 10 via the network 40. .

In this way, by the failure recovery support service implemented by the call center 50, data generated by the call center 50 based on the Configuration data, the operation status Log data, the error Log data, and the program are collectively referred to as the failure recovery. Called support data, disaster recovery support program.

Further, in the following description, Configurat
Ion data, operation status log data, and error log data are collectively referred to as management data.

The call center 50 has the configuration data, operating status log data, and the like transmitted from the home electric appliance 10.
The failure recovery support service described above is generated by generating failure recovery support data or a failure recovery support program based on the error Log data and transmitting the generated failure recovery support data or the failure recovery support program to the home device 10. From a remote location.

Next, the configuration of the remote control device 1 will be described with reference to FIG.

The remote controller 1 includes a bidirectional infrared interface (IR I / F) 2, a key interface (Key I / F) 3, a remote control driver I / F 4, and a local bus (Local Bus). ) 5 and CPU (Central Processing Uni
t) 6, a system memory 7, a non-volatile memory 8 and a data input / output I / F 9.

The bidirectional infrared interface 2 modulates a command for the home electric appliance 10 generated by the CPU 6 into a signal in the infrared wavelength region and transmits the signal in response to the input of the key I / F 3.

The bidirectional infrared interface 2
Receives the Configuration data, the operation status Log data, and the Error Log data that are modulated and transmitted in the infrared wavelength region from the home electric device 10, demodulate the Configuration data,
Extract operation status log data and error log data. The extracted data is transmitted to the local bus 5 and written in the nonvolatile memory 8 under the control of the CPU 6.

Further, the both-side infrared I / F 2 is a Configuratio read from the non-volatile memory 8 under the control of the CPU 6 in response to the input of the key interface 3.
Modulates n data, operation status log data, and error log data into signals in the infrared wavelength range, and
Send to.

The key interface 3 is an input interface provided with a plurality of buttons corresponding to commands, for example, for a user to input a command for remote control of the home electric appliance 10. When the user presses the key interface 3, the signal is output to the remote control driver I / F 4 in the subsequent stage.

From the key interface 3, the user
Configur stored in a predetermined memory of the home electric appliance 10
You can enter commands to read the ation data, operating status log data, and error log data. In addition, the user can use the key interface 3 to collect the configuration data collected in the non-volatile memory 8 and the operation status Log.
You can read the data and error log data and enter commands that can be sent to the home gateway.

Remote control driver I / F 4
Transmits a signal output from the key interface 3 to the CPU 6 via the local bus 5 or outputs a command sent from the CPU 6 via the local bus 5 to both infrared I / Fs 2.

The local bus 5 includes a remote control driver I / F 4, a CPU 6, and a system memory 7.
And a data input / output I / F 9 to transmit serial data.

The CPU 6 centrally controls each function of the remote control device 1. Further, the CPU 6 generates a command according to the signal input from the key interface 3.

The system memory 7 includes a RAM (Random Access Memory) which is a work area of the CPU 6 and a read-only ROM (Read Only Memory) which stores a program for controlling the function of the remote controller 1. I have it. The program written in ROM is
A program that controls writing of data to the non-volatile memory 8, a program that controls transmission of data read from the non-volatile memory 8, and the like.

The non-volatile memory 8 is an SRAM (Static Random Access Memo) which is a readable / writable memory.
ry), etc., and Co received by infrared I / F2 and acquired
The nfiguration data, the operation status log data, and the error log data are written under the control of the CPU 6 and are stored.

The data input / output I / F 9 includes the home electric appliance 10 or the home gateway 30 and Config which is management data.
USB (Universal Seria) for exchanging uration data, operation status log data, and error log data.
l Bus) and other digital interfaces. The data input / output I / F 9 is a bidirectional infrared interface 2
Data input / output I /
It is connected to F with a dedicated cable, for example, a USB cable, and management data is input.

Similarly, when the bidirectional infrared interface 2 does not function, the data input / output I / F 9 is
Home gateway 30 and dedicated cable, eg U
It is connected with an SB cable and outputs management data.

Each functional unit in the remote control device 1 described above may have a one-chip configuration.

Next, a VCR for recording image data and audio data on a recording medium provided in a tape cassette as a specific example of the device of the home electric appliance 10 and reproducing the recorded data.
The configuration of the control unit of the (Video Casette Recorder) 10A will be described with reference to FIG.

The VCR 10A is a mechanical controller (MECHA Cont
roller) 11, fault monitor 11a, and servo controller 1
2 (Servo Controller), failure monitor 12a, signal processor 13, failure monitor 13a, network connection I / F 14, system bus (System Bus) 15, bidirectional infrared interface (IR I / F). ) 16,
The tuner 17, a failure monitoring controller 18, a data input / output I / F 19, and a non-volatile memory 20 are provided.

The mechanical control unit 11 controls the mechanical system of the VCR 10A.

The fault monitoring section 11a is composed of a circuit for monitoring the current status of the mechanical system and a temperature sensor for detecting the temperature. The current status of the mechanical system detected by each sensor is used as monitoring data in the system bus 15. Output to the fault monitoring controller 18 via.

The servo control unit 12 uses the VCR 10A
Of the servo system such as a drum motor and a capstan motor (not shown).

The fault monitoring section 12a is composed of a circuit for monitoring the current status of the servo system and a temperature sensor for detecting the temperature. The current status of the servo system detected by each sensor is used as monitoring data for the system bus 15. Output to the fault monitoring controller 18 via.

The signal processing unit 13 performs processing relating to the signal of the VCR 10A, such as signal recording processing on a recording medium and signal reproduction processing when reproducing from the recording medium.

The signal processing section 13 is also provided with a network connection I / F 14. Network connection I
/ F14 is, for example, an iLink compliant with IEEE1394
(Registered trademark) interface and the like. Signal processing unit 1
3 through the network connection I / F 14, for example,
DV (Digital Video) Encoding (including compression), decoding (including decompression), A / D conversion, D / A of DV format Digital Video data input from a camera
Perform conversions, etc.

The fault monitoring section 13a is composed of a circuit for monitoring the current state of the signal processing section 13 and a temperature sensor for detecting the temperature of the circuit forming the signal processing section 13, and the signal detected by each sensor. The current status of the processing unit 13 is output as monitoring data to the fault monitoring controller 18 via the system bus 15.

The system bus 15 includes the mechanical control unit 11 and
It is a transmission line that connects the servo control unit 12, the signal processing unit 13, and the failure monitoring controller 18 and transmits serial data.

The bidirectional infrared interface 16 receives the command transmitted from the remote control device 1 and modulated into the infrared wavelength range, and the infrared ray output from the fault monitor controller 18 modulated into the infrared wavelength range to be described later. The infrared light emitting element for transmitting the operation log data and the error log data to the home electric appliance 10 is provided.

The tuner 17 receives a radio wave of a predetermined frequency transmitted from a broadcast station (not shown).

The fault monitoring controller 18 writes the monitoring data transmitted from the fault monitoring units 11a, 13a, 14a via the system bus 15 into the non-volatile memory 20 as operation Log data and error Log data. Further, the fault monitoring controller 18 uses the operation Log data and the error Log data written in the non-volatile memory 20 as the remote control device 1.
It is read out in response to a transmission request from and is sent to the bidirectional infrared interface 16.

The data input / output I / F 19 is used for exchanging management data such as Configuration data, operation status Log data, and error Log data with the remote controller 1.
For example, it is a digital interface such as USB (Universal Serial Bus). The data input / output I / F 19 is
Bidirectional infrared interface 2 of remote control device 1 or bidirectional infrared interface 16 of VCR 10A
Data does not function, the data input / output I of the remote control device 1
/ F9 is connected with a dedicated cable, for example, a USB cable, and outputs management data.

The non-volatile memory 20 is, for example, SRAM (Static Random Access Memo) that is readable and writable.
A non-volatile memory such as ry), and stores each monitoring data output from the failure monitoring units 11a, 12a, 13a to the failure monitoring controller 18 in the failure monitoring controller 18.

Further, remote control device 1 may have a communication function so that data can be directly transmitted / received to / from call center 50. When the remote control device 1 has a communication function and can send and receive data, as shown in FIG.
0 may not have a function for connecting to a network, that is, a network connection I / F 14.

For example, the remote control device 1 equipped with the communication function acquires the information through the bidirectional infrared interface 2 or the data input / output I / F 9 and stores it in the nonvolatile memory 8 when a failure occurs in the home electric appliance 10. Configuration
Data, operation status log data, error log data directly,
Access the call center 50 to send. In response to this, the call center 50
For example, various failure recovery support data such as a new version of firmware and correct setting data of the home electric appliance 10 are transmitted.

Remote control device 1 receives the failure recovery support data transmitted from call center 50, and transmits the received failure recovery support data to home electric appliance 10. In response to this, the home electric appliance 10 executes maintenance using the received failure recovery support data.

As described above, by mounting the data transmission / reception function on the remote control device 1, it is possible to perform maintenance of the home electric appliance 10 that does not have the network connection function, and
It is possible to quickly perform maintenance on the home electric appliance 10 equipped with the network connection function.

Further, a portable PC (Personal Computer) and a PDA (Personal Digi) equipped with an infrared interface capable of transmitting and receiving data and a communication function with a network.
By installing software that realizes the function of the remote control device 1 in a portable computer such as talAssistant), it is possible to control the home electric device 10 and perform maintenance of the home electric device 10 in the same manner as the remote control device 1 described above. is there.

When a failure occurs in the home electric appliance 10, the portable computer having the function of the remote control device 1 is
Configuration data, operation status log data, and error log data are transmitted to the call center 50 by e-mail or the like via the network 40. In response to this, the call center 50 performs a predetermined maintenance work.

Next, the remote maintenance operation when the VCR 10A fails in the remote maintenance system 60 to which the present invention is applied will be described with reference to the flowchart shown in FIG.

First, in step S1, the VCR 10
When a failure occurs in A, the user directly operates the VCR 10A or inputs a predetermined command from the key interface 3 of the remote controller 1 to input the VCR 10A.
Network connection I / F14, home gateway 3
0, access to the call center 50 via the network 40.

The remote control device 1 equipped with a communication function
When using, connect to VCR 10A with network connection I
Since / F14 may not be provided, the process proceeds to step S4.

In step S2, if the network connection I / F 14 or the home gateway 30 and the network 40 can be connected to the network 40 via the home gateway 30 without any problem, the process proceeds to step S3, and the network connection I / F14 failure or network failure of home gateway 30 or network 40 makes network unusable
If it cannot be connected to step S4, the process proceeds to step S4.

In step S3, the fault monitoring controller 18 of the VCR 10A has the Configuration data, the operation status Log data, and the like stored in the non-volatile memory 20.
The error Log data is read and output to the network connection I / F 14 via the system bus 15 and the signal processing unit 13. The network connection I / F 14 outputs the Conf
The iguration data, the operation status log data, and the error log data are converted into a predetermined transmission format and transmitted to the home gateway 30. Home gateway 30 configurat to call center 50 via network 40
Ion data, operation status log data, and error log data are sent. When the process of step S3 ends, the process proceeds to step S10.

In step S4, the network 4
Since 0 cannot be accessed, the user uses the remote control device 1 to access the VCR 10A. If remote control device 1 does not operate and cannot access VCR 10A, the process proceeds to step S7. If remote control device 1 operates and can access VCR 10A, the process proceeds to step S5.

In step S5, if the bidirectional infrared interface 2 of the remote control device 1 does not operate, the process proceeds to step S6, and if the bidirectional infrared interface 2 operates, the process proceeds to step S8.

In step S6, if the data input / output I / F 9 of the remote controller 1 is not usable, the process proceeds to step S7, and if the data input / output I / F 9 is usable, the process proceeds to step S8. Proceed.

In step S7, the network 4
Since the access to the call center 50 via 0 is impossible and the configuration data, operation status log data, and error log data cannot be collected by the remote control device 1, the user can directly bring the VCR 10A to a predetermined office or the like for repair. The VCR 10A failure is recovered by making an arrangement or calling the call center 50 directly to arrange for a service person to be dispatched.

In step S8, the CPU 6 of the remote control device 1 or the bidirectional infrared interface 2 or
The configuration data, the operation status log data, and the error log data are collected via the data input / output I / F 9 and controlled to be written in the nonvolatile memory 8.

In step S9, the user determines that the VCR
When the home gateway 30 and the network 40 can be used due to a failure of only the I / F 14 for network connection of 10A, a predetermined button of the key interface 3 of the remote control device 1 is pressed and stored in the non-volatile memory 8. The configuration data, the operation status log data, and the error log data that are present are transmitted to the home gateway 30.

If the network 40 itself to which the call center 50 is connected is unusable, the user can restore the configuration data stored in the non-volatile memory 8 of the remote controller 1 after the network is restored.
The operation status log data and the error log data are transmitted to the home gateway 30.

Furthermore, when using the remote control device 1 equipped with a communication function, the user presses a predetermined button of the key interface 3 to directly access the call center 50 via a wireless relay station, etc. Configuratio stored in the non-volatile memory 8 of 1.
The n data, the operation status log data, and the error log data are transmitted to the call center 50.

In step S10, Configuration
Upon receiving the data, the operation status log data, and the error log data, the call center 50
Predetermined maintenance is performed on the VCR 10A from a remote location.

The call center 50 sends the Config
uration data, operating status log data, error recovery log data, or failure recovery support data generated based on error log data, via the network 40, home gateway 30, or network connection I / F 14
Maintenance is executed by sending to R10A.

Further, the remote control device 1 equipped with a communication function
When using the call center 50
The remote control device 1 that transmits the failure recovery support data generated based on the nfiguration data, the operation status log data, and the error log data or the failure recovery support program to the remote control device 1 and receives the remote control device 1 receives the bidirectional infrared interface 2 or Maintenance is performed by transmitting to the VCR 10A via the data input / output I / F 9.

In this way, the remote maintenance system 60 uses the network 40 to collect the Configuration data, the operation status Log data, and the error Log data when the failure of the home electric appliance 10 is impossible. , Conf in the nonvolatile memory 8 of the remote control device 1.
By collecting iguration data, operation status log data, and error log data and transmitting the above data stored in the non-volatile memory 8 to the call center 50 via the home gateway 30 and the network 40, maintenance work from a remote location can be performed. Can be executed.

Further, by mounting the communication function on the remote control device 1, even if the home electric appliance 10 is not provided with a network connection interface, the non-volatile memory 8 of the remote control device 1 responds to a failure of the home electric appliance 10. To Conf
By collecting iguration data, operation status log data, and error log data, and transmitting the above data stored in the non-volatile memory 8 to the call center 50 via the network 40 connected using the communication function, a remote location can be obtained. The maintenance work of can be performed.

[0097]

As is apparent from the above description, the remote control device of the present invention sends a management information transmission request to an electronic device, and the electronic device management information transmitted from the electronic device in response to the request. It is possible to store the received management information of the electronic device in the storage means, read the management information of the electronic device stored in the storage means, and transmit the read management information to the call center via the network. Even if a network failure occurs, the management information necessary to recover the failure of the electronic device can be acquired by sending it to an external device, so the call center that supports failure recovery can be notified of the failure status. It is possible to make a report via the operation device, and maintenance work by the call center can be performed.

As is clear from the above description, the remote maintenance device and method of the present invention manage the electronic device in response to a management information transmission request from the remote operation device when a failure occurs in the electronic device. The information is transmitted to the remote control device, and the remote control device stores the information in the first storage means. The remote controller transmits the management information to the call center by transmitting the management information stored in the first storage means to an inter-network connecting device that can access the second network to which the call center is connected. You can Further, the call center receives the management information transmitted from the inter-network connecting device via the second network, and sets the failure recovery support data or the failure recovery support program generated based on the received management information as the first
When the second network, the second network, and the network connection unit are enabled, the electronic device is transmitted through the second network, the network connection unit, and the first network to the electronic device. It is possible to maintain the failure that occurred in the.

As is apparent from the above description, the remote control device of the present invention makes a request for transmission of management information to an electronic device and receives the management information of the electronic device transmitted from the electronic device in response to the request. By storing the received management information of the electronic device in the storage means, and directly transmitting the management information of the electronic device stored in the storage means from the remote location to the call center for maintenance of the electronic device by the first transmission means. , It is possible to report to the call center the management information necessary to recover the failure of the electronic device. Then, the second recovery means receives the failure recovery support data or program generated at the call center based on the management information, and the second recovery means electronically transfers the failure recovery support data or program received at the second reception means. By transmitting the information to the device, even when an electronic device fails, maintenance work can be performed from a remote location by the call center even with an electronic device that does not have a network connection function.

As is apparent from the above description, the remote maintenance apparatus and method of the present invention are provided with electronic management information in response to a management information transmission request from the remote operation apparatus when a failure occurs in an electronic device. To the remote control device, and the remote control device stores it in the first storage means.
The remote control device directly transmits the management information stored in the first storage means to the call center. In response to this, the call center generates failure recovery support data or a program based on the transmitted management information, transmits it to the remote operation device, and the remote operation device further transmits it to the electronic device.
Even if a failure occurs in an electronic device that does not have a network connection function, the call center can perform maintenance from a remote location.

Therefore, according to the present invention, since the bypass route for remote maintenance is provided by using the remote operation device, it is not necessary to install an expensive CPU for remote maintenance or an interface for network connection in the electronic equipment. Remote maintenance can be performed with an inexpensive device configuration.

[Brief description of drawings]

FIG. 1 is a diagram for explaining a configuration of a remote maintenance system shown as an embodiment.

FIG. 2 is a block diagram for explaining a main configuration of a remote control device according to the present embodiment.

FIG. 3 shows a VCR (Video Casett) shown as the present embodiment.
FIG. 3 is a block diagram for explaining a main configuration of an e Recorder).

FIG. 4 is a diagram for explaining a case where a remote control device is provided with a communication function in a remote maintenance system.

FIG. 5 is a flowchart for explaining an operation when performing remote maintenance in the remote maintenance system.

[Explanation of symbols]

1 remote control device, 2 bidirectional infrared interface, 3 key interface, 4 remote control driver I / F, 5 local bus, 6
CPU (Central Processing Unit), 7 system memory, 8 non-volatile memory, 9 data input / output I /
F, 10 home appliances, 11 mechanical control section, 12 servo control section, 13 signal processing section, 14 network connection I
/ F, 15 system bus, 16 bidirectional infrared interface, 17 tuner, 18 fault monitoring controller, 19 data input / output I / F, 20 non-volatile memory, 30 home gateway, 40 network, 50 call center, 60 remote maintenance system

─────────────────────────────────────────────────── ─── Continuation of front page (51) Int.Cl. ⁷ Identification code FI theme code (reference) H04Q 9/00 311 H04Q 9/00 311H 311L 311W F term (reference) 5B042 GB05 GC12 JJ02 KK14 KK17 5B089 GA21 JA35 JB14 KA12 5C056 AA05 BA01 BA08 5K048 AA05 BA01 BA12 DB04 DC07 EB08 EB12 GC01 HA04 HA06 5K101 KK11 KK13 LL14 MM07 VV04

Claims (20)

[Claims] 1. A remote control device for remotely operating an electronic device having a network connection means capable of maintenance via a network by a call center, wherein management information of the electronic device is transmitted to the electronic device. Management information transmission requesting means for requesting, reception means for receiving management information of the electronic equipment transmitted from the electronic equipment in response to the request of the management information transmission requesting means, and the electronic equipment of the electronic equipment received by the receiving means. Storage means for storing management information, reading means for reading the management information of the electronic device stored in the storage means, and the management information read by the reading means to the call center via the network. A remote control device comprising: a transmission unit for transmitting to an external device capable of transmitting the data. 2. The management information includes setting information indicating a setting status of the electronic device, operating status log information indicating an operating status of the electronic device, and error log information indicating a failure progress of the electronic device. The remote control device according to claim 1, wherein the remote control device is a remote control device. 3. The receiving means receives the management information modulated into a signal in the infrared wavelength range, and the transmitting means modulates the management information into a signal in the infrared wavelength range and transmits the signal. The remote control device according to claim 1. 4. A data input / output interface for receiving management information of the electronic device from the electronic device via a predetermined cable and transmitting the management information to the external device. Item 2. The remote control device according to item 1. 5. A remote control device for remotely controlling an electronic device, comprising: management information transmission requesting means for requesting the electronic device to transmit management information of the electronic device; and request for the management information transmission requesting means. In response to receiving the management information of the electronic device transmitted from the electronic device according to the first
Receiving means, storage means for storing the management information of the electronic device received by the first receiving means, reading means for reading the management information of the electronic device stored in the storage means, and the reading means. First management means for transmitting the management information read by the remote control center to a call center for maintenance of the electronic equipment, and the management information generated by the first transmission means based on the management information transmitted from the first transmission means. Second receiving means for receiving the failure recovery support data or the program, and second transmitting means for transmitting the failure recovery support data or the program received by the second receiving means to the electronic device. Characteristic remote control device. 6. The management information includes setting information indicating a setting status of the electronic device, operating status log information indicating an operating status of the electronic device, and error log information indicating a failure progress of the electronic device. The remote operation device according to claim 5, wherein 7. The first receiving means receives the management information modulated into a signal in the infrared wavelength region, and the first transmitting means modulates the management information into a signal in the infrared wavelength region and transmits the signal. The remote control device according to claim 5, wherein 8. A data input / output interface for receiving management information of the electronic device from the electronic device via a predetermined cable and transmitting the management information to the external device. Item 7. A remote control device according to item 5. 9. The second receiving means receives the failure recovery support data or program that is modulated from a call center into a signal in a predetermined frequency band and transmitted, and the second transmitting means includes the second transmitting means. The remote control device according to claim 5, wherein the failure recovery support data or the program received by the receiving means is modulated into a signal in a predetermined frequency band and transmitted to the electronic device. 10. An electronic device connected to a first network, a remote control device for remotely operating the electronic device, a call center connected to a second network, the first network and the above. An inter-network connection device for connecting to a second network, and the fault recovery support data or program generated by the call center in response to the occurrence of a fault in the electronic device is transmitted between the second network and the network. A remote maintenance system for maintaining the electronic device by transmitting the connection device to the electronic device via the first network, the electronic device including management information generating means for generating management information, A first storage unit that stores the management information generated by the management information generation unit; Network connecting means for connecting to the network network, and first reading means for reading the management information stored in the storage means in response to a request from the remote control device.
A first transmitting means for transmitting the management information read by the first reading means to the remote operation device, wherein the remote operation device has management information of the electronic device with respect to the electronic device. Management information transmission requesting means for requesting to transmit the management information, first receiving means for receiving the management information transmitted from the first transmitting means of the electronic device, and management information received by the first receiving means. And a second reading means for reading the management information stored in the second storage means, and the management information stored in the storage means to the inter-network connecting device. And a second receiving means for receiving management information transmitted from the second transmitting means of the remote control device, and the second receiving means. And a third transmitting means for transmitting the management information received in step 1 to the call center via the second network, wherein the call center is the third transmitting means of the inter-network connecting device. The third receiving means for receiving the management information transmitted through the network, and the failure recovery support data or the failure recovery support program generated based on the management information received by the third receiving means, A remote maintenance system comprising: a second network; a network connecting unit; and a fourth transmitting unit for transmitting to the electronic device via the first network. 11. The management information includes setting information indicating a setting status of the electronic device, operating status log information indicating an operating status of the electronic device, and error log information indicating a failure progress of the electronic device. The remote maintenance system according to claim 10, characterized in that. 12. The first receiving means of the remote control device and the second receiving means of the inter-network connection device receive the management information modulated into a signal in the infrared wavelength region, and the first receiving means of the electronic device. 11. The remote maintenance system according to claim 10, wherein said transmitting means and said second transmitting means of said remote operation device modulate said management information into a signal in the infrared wavelength region and transmit the signal. 13. The remote control device receives the management information transmitted from the electronic device connected via a predetermined cable, and connects to the inter-network connection device connected via a predetermined cable. The remote maintenance system according to claim 10, further comprising a data input / output interface for transmitting management information. 14. An electronic device connected to a first network, a remote control device for remotely operating the electronic device, a call center connected to a second network, the first network and the above. An inter-network connection device for connecting to a second network, and the fault recovery support data or program generated by the call center in response to the occurrence of a fault in the electronic device is transmitted between the second network and the network. A remote maintenance method of a remote maintenance system for maintaining the electronic device by transmitting the connection device to the electronic device via the first network, wherein the electronic device generates and generates management information. The management information is stored in the first storage means, and the remote control device is the electronic device. When the network connection means for connecting the first network network or the second network network or the electronic device and the first network network is unavailable at the time of failure of the container, Requesting to transmit the management information of the electronic device, the electronic device reads the management information stored in the first storage means in response to the management information transmission request from the remote operation device, and reads the management information. The transmitted management information to the remote operation device, the remote operation device receives the transmitted management information, stores the received management information in a second storage means, and the second storage means. The management information stored in the above is read, the read management information is transmitted to the inter-network connecting device, and the inter-network connecting device is transmitted from the remote control device. The received management information, and transmits the received management information to the call center via the second network, and the call center transmits from the inter-network connecting device via the second network. Receiving the generated management information, generating failure recovery support data or a program based on the received management information, and transmitting the generated failure recovery support data or program to the second network or the first network. When the network and the network connection means become available, the electronic device is transmitted via the second network network, the network connection means and the first network network, and the electronic device is transmitted. Received the disaster recovery support data or program, and received the disaster recovery support data or program. Remote maintenance method characterized in that to perform maintenance according to grams. 15. An electronic device, a remote control device for remotely operating the electronic device, and a call center for performing maintenance on the electronic device from a remote location. The call center is generated by the call center in response to a failure of the electronic device. A remote maintenance system for maintaining the electronic device by transmitting failure recovery support data or a program to the electronic device, the electronic device comprising: management information generating means for generating management information; First storage means for storing the management information generated by the means, and first reading means for reading the management information stored in the first storage means in response to a request from the remote operation device, The management information read by the first reading means is transmitted to the remote operation device, and the remote operation device A first data transmission / reception unit for receiving the failure recovery support data or the program transmitted from the remote control device, the remote control device requesting the electronic device to transmit management information of the electronic device. The failure recovery support data or program received from the information transmission requesting means and the management information transmitted from the first data transmitting / receiving means of the electronic device, and transmitted from the call center is stored in the first data transmission program.
Second data transmitting / receiving means for transmitting to the data transmitting / receiving means, second storage means for storing the management information received by the second data transmitting / receiving means, and management information stored in the second storage means. Second reading means for reading
A third data transmitting / receiving means for transmitting the management information read by the second reading means to the call center and receiving the failure recovery support data or the program transmitted from the call center, wherein the call center comprises: The management information transmitted from the third data transmission / reception means of the remote device is received, and the failure recovery support data or program generated in the call center based on the management information is transmitted to the third data transmission / reception means of the remote operation device. A remote maintenance system comprising a fourth data transmission / reception means for transmitting to the remote maintenance system. 16. The management information includes setting information indicating a setting status of the electronic device, operating status log information indicating an operating status of the electronic device, and error log information indicating a failure progress of the electronic device. The remote maintenance system according to claim 15, characterized in that 17. The first data transmission / reception means of the electronic device and the second data transmission / reception means of the remote control device,
Receiving the management information, the failure recovery support data or the program modulated into a signal in the infrared wavelength region, modulating the management information, the failure recovery support data or the program into an infrared wavelength region signal, and transmitting the modulated information. The remote maintenance system according to claim 15. 18. The remote control device receives the management information transmitted from the electronic device connected via a predetermined cable, and the failure recovery support data received by the third data transmission / reception means or 16. The remote maintenance system according to claim 15, further comprising a data input / output interface for transmitting a program to the electronic device connected via a predetermined cable. 19. The third data transmission / reception means of the remote controller and the fourth data transmission / reception means of the call center are the management information and the failure recovery support data which are transmitted after being modulated into signals of a predetermined frequency band. 16. The remote maintenance system according to claim 15, further comprising receiving a program, modulating the management information, the failure recovery support data, or the program into a signal in a predetermined frequency band and transmitting the signal. 20. An electronic device, a remote control device for remotely operating the electronic device, and a call center for performing maintenance on the electronic device from a remote location, the device being generated by the call center in response to a failure of the electronic device. A remote maintenance method of a remote maintenance system for maintaining the electronic device by transmitting failure recovery support data or a program to the electronic device, wherein the electronic device generates management information, and the generated management is performed. Information is stored in a first storage means, the remote operation device requests the electronic device to transmit management information of the electronic device when a failure occurs in the electronic device, and the electronic device is configured to operate the remote device. The management information stored in the first storage means is read in response to a management information transmission request from the operating device. Transmitting the read management information to the remote operation device, the remote operation device receiving the management information transmitted from the electronic device, and storing the received management information in the second storage means. Storing and reading the management information stored in the second storage means, transmitting the read management information to the call center, the call center receiving the management information transmitted from the remote device, The failure recovery support data or program is generated based on management information, and the generated failure recovery support data or program is transmitted to the remote operation device, and the remote operation device transmits the failure recovery support transmitted from the call center. The data or program is received, the received fault recovery support data or program is transmitted to the electronic device, and Equipment, remote maintenance method characterized by performing the maintenance in accordance with the transmitted from the remote operation apparatus which has received the failure recovery assistance data or program, the fault recovery assistance data or program has been received.