JP2008211662A - Apparatus and method for providing information to cope with image forming apparatus error - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To obtain an exact method to cope with an error, without depending on serviceman's skill, when the error occurs in a printer. <P>SOLUTION: A notification message sent from a printer is received (S21). On the basis of machine type information of the printer contained in the received notification message, error information indicative of an error class and status information indicating a status in the error, a repair information database storing a method to cope with an error by error classes and by statuses in the error is retrieved (S23). On the basis of a result of the retrieval, maintenance information containing information indicating the method to cope with the error is generated (S24). The maintenance information is then transmitted to the printer (S27). <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to an error processing technique for an image forming apparatus, and more particularly to a technique for presenting an appropriate coping method to a user when an error occurs in an image forming apparatus.

  Conventionally, when an error occurs in an image forming apparatus such as a printer or a facsimile, an error number indicating a major classification of the error is displayed on the image forming apparatus so as to urge a maintenance company to be contacted. Then, after receiving a telephone call from the user, the operator listens to the model of the image forming apparatus and the detailed error status, identifies the cause of the error, gives instructions on how to deal with it, and makes a repair estimate. .

Patent Document 1 describes a remote service system in which a facsimile error history or the like is automatically transferred to a service center, and based on the transferred information, a service person can study countermeasures while in the service center. Yes.
Japanese Patent Laid-Open No. 5-14576

  However, a user who is unfamiliar with the handling of the image forming apparatus cannot determine the model, so that accurate information cannot be transmitted to the operator, and as a result, the cause of the error cannot be accurately identified. Or there is also a problem that whether or not the cause of the error can be specified accurately depends on the skill of the operator.

  Further, the technique of Patent Document 1 still depends on the skill of the service person.

  SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide an accurate coping method when an error occurs in an image forming apparatus without depending on the skill of a service person.

  An image forming apparatus error handling information providing apparatus according to an embodiment of the present invention receives a repair database storing a handling method according to model type, error type, and error status, and error notification information sent from the image forming apparatus And a coping method from the repair database based on the model information of the image forming apparatus, the error information indicating the error type, and the status information indicating the status at the time of error included in the received error notification information Means for extracting information, and means for transmitting information indicating the coping method to the image forming apparatus.

  Accordingly, it is possible to provide the user with a coping method based on the error state of the image forming apparatus without depending on the skill of the service person.

  In a preferred embodiment, for each user, a user information storage unit that stores contact information and identification information of the image forming apparatus owned by the user and the user information storage unit are referred to and are included in the error notification information. Means for specifying a user based on identification information of the image forming apparatus. The transmitting unit may transmit information indicating the coping method to the identified user contact information.

  Thereby, based on the user information registered as a user, information indicating a coping method can be provided to the user.

  In a preferred embodiment, based on the component database and the extracted maintenance information, a component necessary for dealing with an error of the image forming apparatus is extracted from the component database, and is necessary for repairing the error. An estimation processing unit for estimating costs; The transmission unit may transmit the estimation result by the estimation processing unit to the image forming apparatus.

  Accordingly, the repair cost can be accurately estimated and notified to the user without depending on the skill of the service person.

  Hereinafter, a printer management system according to an embodiment of the present invention will be described with reference to the drawings.

  This system, when a problem such as an error or failure occurs in the printer that the user is using, grasps the state of the problem, and according to the problem, an appropriate countermeasure or an estimate if repair is required. Is a system for providing a user with a message.

  FIG. 1 shows a configuration diagram of this system. The system includes one or more printers 1, a maintenance server 3, and a customer management server 5 connected to the maintenance server 3. The printer 1 and the maintenance server 3 are connected via a network 9.

  The maintenance server 3 and the customer management server 5 are configured by, for example, a general-purpose computer system, and individual components or functions in the servers 3 and 5 described below are realized by executing, for example, a computer program. The

  The printer 1 exists in a user's office or home, and is connected to the network 9 directly or via a predetermined host device (not shown). The maintenance server 3 and the customer management server 5 are under the management of a service company that performs printer maintenance, for example.

  The printer 1 includes a printing mechanism 10, an operation panel 11, an error detection unit 13, a status collection unit 14, an attribute information storage unit 15, and a notification message generation unit 16.

  The printing mechanism 10 includes various configurations for performing printing, such as a printing mechanism, a paper feed mechanism, and a mechanical controller. For example, a laser printer includes a photosensitive unit, a fixing unit, a transfer unit, a toner cartridge, and the like as a printing mechanism.

  The operation panel 11 is an input / output device provided for a user interface.

  FIG. 2 shows an example of the operation panel 11. In the example shown in the figure, the operation panel 11 includes a liquid crystal display device 111 and operation buttons 112. An example of a notification message displayed on the liquid crystal display device 111 will be described later.

  The error detection unit 13 detects various problems that have occurred in the printer 1. For example, when an error occurs in the printing mechanism 10, the error detection unit 13 receives an error code notification from the printing mechanism 10.

  FIG. 3 shows an example of an error code table. The error code includes an error classification and an error number. When an error occurs in the printing mechanism 10, the printing mechanism 10 generates an error code according to the error code table and notifies the error detection unit 13 of the error code.

  The error detection unit 13 acquires an error log held by the printing mechanism 10. The error log includes, for example, a jam code indicating a paper jam when an error occurs, a paper size code, a paper type, and an error occurrence date and time.

  FIG. 4 shows an example of a jam code table. The jam code is composed of 32 bits, and each bit is associated with each jammed portion as shown in FIG. When a paper jam is detected, the bit corresponding to the paper jam location of the jam code becomes “1”.

  FIG. 5 shows an example of a paper size code. That is, a code is assigned to each paper size that can be printed by the printer 1.

  The status collection unit 14 collects the current status of the printer 1. For example, the status collection unit 14 collects status information from the printing mechanism 10. The timing at which the status collection unit 14 collects status information may be when an error occurs in the printer 1 or may be performed at a constant cycle.

  FIG. 6 shows an example of items included in the status information collected by the status collection unit 14. That is, the status information includes the total number of printed pages, information on the usage status of the cartridge, information on the usage status of the photosensitive unit, fixing unit, and transfer unit, the number of times the power is turned on, and the printer internal temperature, as shown in FIG. And items such as the presence or absence of condensation in the printer.

  The attribute information storage unit 15 stores attribute information of the printer 1. The attribute information is, for example, a serial number for uniquely identifying each printer 1 and the firmware version of the mechanical controller of the printing mechanism 10. The serial number includes a model code indicating the model of the printer 1.

  The notification message generator 16 generates a message to be notified to the maintenance server 3.

  FIG. 7 shows an example of the notification message 20 generated by the notification message generator 16. That is, in the notification message 20, the status information 21 collected by the status collection unit 14, the serial number 22 stored in the attribute information storage unit 15 and the firmware version information 23 of the mechanical controller, and the error detection unit 13 are printed. The error code 24 and the error log 25 acquired from the mechanism 10 are included. The generated notification message 20 is transmitted to the maintenance server 3.

  Further, the notification message generator 16 may convert the notification message into a QR code and display it on the operation panel 11 (see FIG. 2). At this time, the QR code may include the address information of the maintenance server 3 such as the URL of the maintenance server 3. That is, the user may read the QR code with a mobile phone or the like, and send a notification message to the maintenance server 3 based on the QR code.

  Alternatively, the telephone number of the printer maintenance service company may be converted into a QR code and displayed on the operation panel 11. At this time, it is possible to make a call to an operator of the maintenance service company of the printer 1 using a mobile phone into which a QR code is read.

  Next, the maintenance server 3 will be described. The maintenance server 3 includes an error information management unit 31, a handling method determination unit 32, an estimation processing unit 33, an error information database 35, a repair information database 36, and a parts database 37.

  The error information database 35 stores information extracted from the notification message notified from the printer 1.

  FIG. 8 shows an example of data items in the error information database 35. That is, the error information database 35 includes the reception number 351 assigned by the error information management unit 31, the serial number 352 of the printer 1 included in the notification message 20, the error occurrence date and time 353, the error code 354, and the jam code 355. And status information 356 and presence / absence of response 357 to the error are included as data items.

  The repair information database 36 stores the type of printer, a coping method for each error situation, and the like.

  FIG. 9 shows an example of data items in the repair information database 36. That is, the repair information database 36 includes a printer model code 361, an error code 362, a jam code 363, status information 364, a coping method 365 for eliminating the error, a part number 366 that needs to be replaced, The data item includes the average number of repair days 367 when repair by the manufacturer is necessary. That is, in the repair information database 36, the detailed state of the error occurring in the printer (determined by the combination of the error code 362, the jam code 363, and the status information 364) is associated with a countermeasure 365 in that case. Is remembered.

  The error information management unit 31 receives the notification message 20 sent from the printer 1. Then, the error information management unit 31 attaches a reception number 351, extracts predetermined information from the notification message 20, and stores it in the error information database 35. When maintenance information to be described later is transmitted to the printer 1, the error information management unit 31 sets “addressed” to the presence / absence 357 of the error information.

  The coping method determination unit 32 acquires error information stored in the error information database 35, refers to the repair information database 36, and selects a coping method according to the content of the error that has occurred in the printer 1. For example, the coping method determination unit 32 determines the coping method 365, part number 366, and average repair days 367 for each error based on the error code 354, jam code 355, and status information 356 stored in the error information database 35. Extracted from the repair information database 36. The coping method determination unit 32 generates maintenance information including the coping method 365, the part number 366, and the average repair date 367 extracted here, and transmits the maintenance information to the printer 1.

  Here, an example of repair information stored in the repair information database 36 is shown. For example, when an error code (E300 to E303) related to a temperature abnormality is set in the error code 362 and the maximum temperature and the minimum temperature in the machine included in the status information 364 indicate predetermined abnormal values, or the status information 364 In the case where “condensation” is indicated by the presence or absence of condensation in the machine, “recommend use of the printer in an environment with a predetermined appropriate temperature” is set as the coping method 365.

  If the temperature inside the apparatus is too high or too low, there is a high possibility that there is a problem in the use environment where the user installs the printer. Similarly, when condensation occurs, the temperature at the installation location may not be appropriate. If the printer is used in such an unfavorable usage environment for a long period of time, it may cause a failure, and this is notified to the user to encourage use in an appropriate usage environment.

  The component database 37 stores component information used in the printer 1.

  FIG. 10 shows an example of the data structure of the parts database 37. That is, the part database 37 has a part number 371, a price 372, and an inventory status 373 as data items.

  The estimation processing unit 33 estimates the repair cost based on the analysis result of the coping method determination unit 32. For example, the estimation processing unit 33 refers to the parts database 37 when the handling method 365, the part number 366, and the average repair date 367 extracted by the handling method determination unit 32 require repair by a serviceman such as parts replacement. And estimate the cost of the repair. Information regarding the estimation may be transmitted to the printer 1 together with the maintenance information generated by the coping method determination unit 32.

  Next, the customer management server 5 will be described. The customer management server 5 includes a customer information management unit 51, a customer information database 55, and a customer-specific error history storage unit 56.

  The customer information database 55 stores customer registered customer attribute information. For example, the customer information database 55 includes a serial number 551 of a printer owned by the user, a model code 552, a customer address 553, a name 554, an e-mail address 555, as shown in FIG. As a data item.

  The customer-specific error history storage unit 56 stores an error history for each printer owned by the customer.

  The customer information management unit 51 manages customer information in the customer information database 55. For example, when a customer information inquiry is received from 3, customer attributes are extracted from the customer information database 55 using the serial number 551 as a key and returned. If there is a new registration request for a customer, the customer information management unit 51 registers in the customer information database 55.

  Further, the customer information management unit 51 stores an error history for each printer serial number based on the notification message received by the maintenance server 3.

  Here, when the maintenance server 3 sends both or one of the maintenance information and the estimate information to the printer 1, it may be sent based on the customer attributes stored in the customer information database 55. For example, the maintenance server 3 may acquire the customer attribute from the customer management server 5 using the serial number of the printer as a key, and send maintenance information and estimate information by e-mail or mail based on this. When the customer attribute is not registered in the customer information database 55, registration of the customer attribute of the user may be requested and sent based on the registered customer attribute. The registration request may be made, for example, when there is a telephone call using a QR code displayed on the printer.

  Next, the processing procedure of the printer management system having the above configuration will be described with reference to the flowcharts of FIGS.

  FIG. 12 is a flowchart illustrating a processing procedure in which the printer 1 notifies the maintenance server 3 of error information.

  First, the error detection unit 13 receives an error code notification from the printing mechanism 10 and detects the occurrence of an error (S11). Then, the error detection unit 13 determines whether or not the error can be handled by the user based on the error code or the like (S12).

  As a result of this determination, if the error is not handled by the user himself (S12: No), the contact information of the service person is displayed on the operation panel 11 and the process ends (S19).

  On the other hand, if the error can be handled by the user himself (S12: Yes), the status collection unit 14 collects status information from the printing mechanism 10 (S13). Then, the notification message generator 16 generates a notification message based on the error code and status information, and transmits it to the maintenance server 3 (S14, S15).

  Thereafter, when the maintenance server 3 receives the notification message and transmits maintenance information based on the notification message, the printer 1 receives it (S16). Then, the coping method included in the received maintenance information is displayed on the operation panel 11 (S17).

  FIG. 13 is a flowchart showing a processing procedure in the maintenance server 3.

  When a notification message is sent from the printer 1, the maintenance server 3 receives it (S21). Based on the received notification message, the error information management unit 31 stores predetermined information in the error information database 35 (S22). Next, the coping method determination unit 32 acquires error information from the error information database 35, searches the repair information database 36, and extracts a coping method or the like according to the error state (S23). Then, the coping method determination unit 32 generates maintenance information to be provided to the printer 1 based on information such as the coping method extracted from the repair information database 36 (S24).

  Here, the customer management server 5 is inquired to determine whether or not the owner of the printer related to the error information has been registered (S25).

  When user registration is not performed (S25: No), if there is a notification from the user, registration is requested and user registration is performed (S28, S29).

  When the user registration is completed (S25: Yes) and when the user registration is completed, the error history according to this process is registered in the customer-specific error history storage unit 56, and then the maintenance information is notified to the user (S27).

  The processing shown in FIGS. 12 and 13 allows the user to know an appropriate coping method according to the printer model and the error state without knowing the details of the printer model and the error.

  The above-described embodiments of the present invention are examples for explaining the present invention, and are not intended to limit the scope of the present invention only to those embodiments. Those skilled in the art can implement the present invention in various other modes without departing from the gist of the present invention.

1 is a configuration diagram of a printer management system according to an embodiment of the present invention. FIG. An example of the operation panel 11 is shown. An example of an error code table is shown. An example of a jam code table is shown. An example of a paper size code is shown. An example of the items included in the status information collected by the status collection unit 14 is shown. An example of the notification message 20 generated by the notification message generation unit 16 is shown. An example of the data item of the error information database 35 is shown. An example of the data item of the repair information database 36 is shown. An example of the data structure of the components database 37 is shown. An example of the data structure of the customer information database 55 is shown. 3 is a flowchart illustrating a processing procedure of the printer 1 4 is a flowchart showing a processing procedure of the maintenance server 3.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Printer, 3 ... Maintenance server, 5 ... Customer management server, 10 ... Printing mechanism, 11 ... Operation panel, 13 ... Error detection part, 14 ... Status collection part, 15 ... Attribute information storage part, 16 ... Notification message generation part 31 ... Error information management unit, 32 ... Coping method determination unit, 33 ... Estimation processing unit, 35 ... Error information database, 36 ... Repair information database, 37 ... Parts database, 51 ... Customer information management unit, 55 ... Customer information database 56 ... Customer-specific error history storage unit.

Claims (5)

A repair database that stores the countermeasures for each machine type, error type, and error status, and
Means for receiving error notification information sent from the image forming apparatus;
Based on the model information of the image forming apparatus, the error information indicating the error type, and the status information indicating the status at the time of error included in the received error notification information, information indicating a coping method is extracted from the repair database. Means,
An image forming apparatus error handling information providing apparatus comprising: means for notifying a user of the image forming apparatus of information indicating the handling method. For each user, a user information storage unit that stores contact information and identification information of the image forming apparatus owned by the user,
Means for referring to the user information storage unit and identifying the user based on the identification information of the image forming apparatus included in the error notification information;
The image forming apparatus error handling information providing apparatus according to claim 1, wherein the notifying unit transmits information indicating the handling method to the identified user contact information. Parts database,
An estimation processing unit that extracts a part necessary for dealing with the error of the image forming apparatus from the part database based on the extracted maintenance information and estimates a cost necessary for repairing the error; ,
The image forming apparatus error handling information providing apparatus according to claim 1, wherein the notifying unit notifies a user of the image forming apparatus of a result of the estimation by the estimation processing unit. A method for providing information for handling an image forming apparatus error, comprising:
Receiving error notification information sent from the image forming apparatus;
Based on the model information of the image forming apparatus, the error information indicating the error type, and the status information indicating the status at the time of error included in the received error notification information, the model type, the error type, and the status at the time of the error Extracting information indicating a coping method from a repair database storing the coping method;
And notifying the user of the image forming apparatus of information indicating the coping method. A computer program for providing coping information for an image forming apparatus error,
Receiving error notification information sent from the image forming apparatus;
Based on the model information of the image forming apparatus, the error information indicating the error type, and the status information indicating the status at the time of error included in the received error notification information, the model type, the error type, and the status at the time of the error Extracting information indicating a coping method from a repair database storing the coping method;
A computer program for causing a computer to execute information indicating the coping method to the image forming apparatus.

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