JP4780732B2 - User terminal, remote maintenance method and remote maintenance control program - Google Patents

Description

The present invention relates to a user terminal , a remote maintenance method, and a remote maintenance control program that enable setup and maintenance of various information processing apparatuses used in a home from the network side.

  The functions of various information processing apparatuses such as a recording apparatus, a facsimile apparatus, and a personal computer used at home are becoming more sophisticated. At the same time, there are many cases where the user cannot understand the setup method and maintenance method of these information processing apparatuses, and it may take a long time to understand the instructions explaining these methods. In such a case, the user generally makes an inquiry by telephone to a designated support center. However, the user may not be able to explain the situation well. Moreover, even if the support side explained the detailed setting contents to the user, there was a problem that the contents could not be easily understood by the explanation only by telephone.

  Therefore, it has been proposed as a first related technique of the present invention to perform maintenance of the information processing apparatus using a personal computer.

  FIG. 13 shows an outline of a remote maintenance system according to the first related technology of the present invention. In the remote maintenance system 100 according to the first related technology, a broadband router 104 connected to the Internet 103 via a line 102 is arranged in a user home 101. A maintenance device 105 is connected on the Internet 103. Further, a user terminal 108 to be maintained and a personal computer 109 owned by the user are connected to the broadband router 104 of the user's home 101 via a LAN (Local Area Network) 107.

  The personal computer 109 is provided with application software called a browser for browsing web pages, and a display (not shown) can display various types of maintenance information sent from the maintenance device 105. Accordingly, for example, the user inputs a question regarding maintenance from the personal computer 109 and manually performs the setting 111 according to the content of the instruction sent from the maintenance device 105, thereby realizing setup and maintenance. be able to.

  A computer connected to a local area network (LAN) in a company or home is generally connected to a wide area network (WAN) via a relay device typified by the broadband router 104. The relay device has a function of mutually converting a private IP (Internet Protocol) address used in the LAN and a global IP address used when accessing an external network. A network address translator (NAT) / IP masquerading is widely used to realize such a function.

  NAT / IP masquerading refers to a function that enables a plurality of private addresses to be used with one global address. By using this function, a plurality of computers can connect to the Internet 103 illustrated in FIG. 13 via a relay device such as the broadband router 104 by using their private IP addresses.

  The NAT / IP masquerade function is realized by using an address conversion table. For this reason, when a packet is sent from a WAN side such as the Internet to a port number that does not exist in the address conversion table, the packet is discarded. Thereby, there is an advantage that the security of the LAN is enhanced by the NAT / IP masquerade function.

  However, on the other hand, there arises a so-called NAT traversal problem that a communication device from the WAN side does not reach the LAN side because a relay device such as the broadband router 104 becomes a wall. That is, due to the NAT traversal problem, even if the maintenance device 105 tries to transmit various types of information for maintenance, it does not reach the personal computer 109. That is, since access from the outside of the user home 101 is restricted by the broadband router 104, the setting 111 of the user terminal 108 cannot be operated from the maintenance device 105 via the personal computer 109.

  Therefore, when a NAT traversal problem due to the NAT / IP masquerade function occurs and it is difficult to respond by telephone, it has been necessary to use a business trip service to implement setting and maintenance of the user terminal. However, when the business trip service is performed, there is a problem that both the support center side and the user side are burdened with extra burdens such as business trip costs and maintenance time.

  In order to solve such a problem, a technique for enabling access for maintenance of a user's computer from an external network while ensuring the security of a relay device such as the broadband router 104 is a second aspect of the present invention. It has been proposed as a related technique (see, for example, Patent Document 1). Further, as a third related technique of the present invention, it has also been proposed that a maintenance or support worker enters the user's house to reduce the entry time (see, for example, Patent Document 2).

  FIG. 14 shows an outline of a remote maintenance system according to the second related technique. In the remote maintenance system 200 according to the second related technology, a user terminal 201 that is a maintenance target is connected to a mail server 202. This mail server 202 is connected to the Internet 205 via a LAN 203 and a broadband router 204. A maintenance device 207 is connected to the Internet 205 via a mail server 206.

  In this remote maintenance system 200, maintenance data sent from the maintenance device 207 to the user terminal 201 is sent from the mail server 206 as the mail text or attached file. In other words, an execution command is described in the body of an email or an attached file, and SMTP (Simple Mail Transfer Protocol) is used to allow passage through a firewall from an external network.

On the other hand, FIG. 15 shows the flow of processing in the remote maintenance system according to the third related technique. In this remote maintenance system, a manufacturer that performs maintenance and support of a user terminal (not shown) first receives a request for maintenance and support from a user using a communication means such as a telephone, a facsimile, or the Internet (step S301). Then, the maintenance jig corresponding to the corresponding user terminal is sent to the requested user's house (step S302). The user who has received the maintenance jig attaches the user terminal to the user terminal in which there is a malfunction or anxiety, connects to the center where remote maintenance is performed by a specified means, and performs remote maintenance (step S303). ). The execution result of the remote maintenance is confirmed by the manufacturer of the maintenance jig. Based on this confirmation result, the local worker prepares the necessary replacement parts and goes to the user's home for maintenance. At this time, the local worker also collects the maintenance jig (step S304).
JP 2002-305777 A (paragraphs 0040 to 0042, FIG. 1) JP 2006-119959 A (paragraphs 0025 to 0028, FIG. 1)

  According to the second related technology shown in FIG. 14 among the related technologies described above, the relay device such as the broadband router that has become a problem in the first related technology becomes a wall and information on setting and maintenance to the user. Can solve the problem of not reaching. However, for that purpose, it is necessary to describe the maintenance execution command in the body of the mail or the attached file. This is troublesome and has a problem that the burden on the user is large.

  Further, in the third related technique shown in FIG. 15, although it is possible to reduce the entry time to the user's home, the worker eventually goes to the user's home. Therefore, there is a problem that a business trip cost or a shipping fee for the remote maintenance device is charged.

Accordingly, an object of the present invention is to provide a user terminal , a remote maintenance method, and a remote maintenance control program that enable setting and maintenance from an external network without relying on mail.

In the present invention, (a) at the stage after notifying the receivable e-mail address of the own device to the maintenance terminal as a terminal for performing various settings for the maintenance of the own device from the outside via the Internet A specific command is sent to the private IP (Internet Protocol) address of the router on the own device side for connecting the maintenance terminal and the own device via the Internet, and the period between the own device and the router is limited. Port mapping means for performing port mapping, and (b) the MAC address (Media Access Control address) of the own apparatus with respect to the URL (Uniform Resource Locator) of the web server to which the maintenance terminal is connected, Reverse access information transmitting means for transmitting the global IP address of the router (C) When the above-mentioned maintenance terminal makes reverse access to its own device using the e-mail address notified by its own device as a key based on the information obtained by this reverse access information transmitting means, The user terminal includes a maintenance execution means for executing various settings by the terminal, and (d) a port mapping clear means for clearing the port mapping by the port mapping means when the various settings by the maintenance execution means are completed .

In the present invention, (a) a mail address for notifying a maintenance terminal as a terminal for performing various settings for maintenance of the own apparatus from the outside via the Internet, an e-mail address that can be received by the own apparatus. And (b) when the e-mail address is notified in this e-mail address notifying step, the private IP (Internet Protocol) of the router on the own device side for connecting the maintenance terminal and the own device via the Internet. A port mapping step for transmitting a specific command to the address and performing port mapping for a limited period between the own device and the router, and (c) a URL (Uniform Resource Locator) of the web server connected to the maintenance terminal. ) MAC address of the device (Media Access Control address) A reverse access information transmission step for transmitting the above-mentioned mail address and the global IP address of the router, and (d) an e-mail notified by the own device based on the information obtained by the reverse access information transmission step. A maintenance execution step for executing various settings by the maintenance terminal when the above-mentioned maintenance terminal makes reverse access to the own device using the address of the above as a key; and (e) the above-described when the various settings by the maintenance execution step are completed. The remote maintenance method includes a port mapping clear step for clearing the port mapping in the port mapping step.

Furthermore, in the present invention, as a remote maintenance control program, (a) various settings for the maintenance of the own device are externally transmitted via the Internet as a remote maintenance control program to the maintenance device that performs maintenance as various settings. At the stage after notifying the address of the receivable e-mail to the maintenance terminal as the terminal to be performed from the above-mentioned terminal of the own device for connecting the maintenance terminal and the own device via the Internet A port mapping process in which a specific command is transmitted to the private IP (Internet Protocol) address of the router to perform port mapping for a limited period between the own device and the router, and (b) a web in which the maintenance terminal is connected For server URL (Uniform Resource Locator) A reverse access information transmission process for transmitting the MAC address (Media Access Control address) of the device, the mail address and the global IP address of the router; and (c) information obtained by the reverse access information transmission process. A maintenance execution process for executing various settings by the maintenance terminal when the maintenance terminal makes a reverse access to the own apparatus using the e-mail address notified by the apparatus as a key, and (d) execution of the maintenance. When various settings by the process are completed, a port mapping clear process for clearing the port mapping by the port mapping process described above is executed.

  As described above, according to the present invention, the maintenance terminal accesses the user terminal via the router to perform maintenance. Therefore, there is an effect that when a communication cost associated with maintenance is generated, this can be borne by the maintenance side.

  FIG. 1 shows a first claim correspondence diagram of the present invention. The remote maintenance system 10 of the present invention includes a user terminal 11 to be subjected to maintenance as various settings from a network, a maintenance server 12 connected to the network, and the user terminal 11 and the maintenance server 12 described above. User terminal side corresponding to the private IP address of the above-described user terminal 11 that has made the request when the user terminal 11 has made a request for adding the port mapping when the user terminal 11 has made a request for adding the port mapping. A port mapping adding means for forming a maintenance correspondence table for associating a port with a specific port for web access from the network, and the port mapping adding means forming the maintenance correspondence table as described above. Port connection means for connecting the above-mentioned access source to the above-described user terminal via the above-mentioned specific port and the above-mentioned user terminal side port when the above-mentioned specific port is accessed from the access source on the network via the network And a maintenance server 12 that is connected to the maintenance server 12 described above and accesses the specific port of the router 13 as an access source when the user terminal 11 requests maintenance. And a terminal 14.

  FIG. 2 shows a second claim correspondence diagram of the present invention. The remote maintenance method 20 of the present invention includes a port mapping request step 21 for making a request for adding a port mapping for making a maintenance request from a user terminal to a maintenance terminal that performs maintenance as various settings. When the above-described user terminal makes a request for adding port mapping in response to the request from the port mapping request step 21, the user terminal side port corresponding to the private IP address of the above-described user terminal in the above-mentioned router in response to this request A maintenance-time correspondence table forming step 22 for forming a maintenance-time correspondence table that corresponds to a specific port for web access from the network, and a maintainer from the maintenance terminal to the specific port of the router. When the maintenance terminal is accessed, the maintenance terminal connects to the user terminal based on the maintenance correspondence table formed in the maintenance correspondence table formation step 22 and performs various settings using a browser. The maintenance step 23 is enabled, and the table clear step 24 is used to clear the content of the maintenance correspondence table from the user terminal.

  FIG. 3 shows a third claim correspondence diagram of the present invention. The remote maintenance control program 30 of the present invention sends a port mapping addition request for requesting the maintenance to the computer of the user terminal requesting a maintenance terminal for performing maintenance as various settings via the network. Port mapping request processing 31 performed for the router connected to the maintenance terminal described above, and the user terminal side port corresponding to the private IP address of the user terminal described above by the router in response to the request by the port mapping request processing After forming a maintenance correspondence table corresponding to a specific port for web access from the network described above in the router, when a maintenance signal is sent from the maintenance terminal via the router, A setting process 32 to perform various settings of the terminal in response to the record, is characterized in that to perform the table clearing process 33 for clearing the contents of the maintenance time of the correspondence table described above at a predetermined timing.

  Next, the present invention will be described together with an embodiment.

  FIG. 4 shows the configuration of the remote maintenance system in one embodiment of the present invention. In this remote maintenance system 400, a broadband router 404 connected to the Internet 403 via a line 402 is arranged in a user's home 401. A web server 405 is connected on the Internet 403. In addition, a user terminal 408 that is a maintenance target can be connected to the broadband router 404 of the user home 401 via the LAN 407. An operator PC (personal computer) 409 for operating the user terminal 408 is connected to the web server 405. The operator PC 409 is provided in the support center 410.

  The user terminal 408 is an information processing apparatus having a communication function such as a facsimile machine. The user terminal 408 can be connected to the web server 405 via the broadband router 404 and the Internet 403. A private IP address is assigned to the user terminal 408. As a specific example, the private IP address of the user terminal 408 is “192.168.0.2”. The broadband router 404 is connected to the user terminal 408 based on the private IP address “192.168.0.2” of the user terminal 408. The operator PC 409 is a PC terminal used by an operator (not shown) in the support center 410, and can be connected to the Internet 403 via the web server 405.

  By the way, the broadband router 404 of the present embodiment has a NAT / IP masquerade function. The broadband router 404 having a NAT / IP masquerading function performs address conversion to a private address on the LAN 407 side, and performs address conversion to become a global address on the Internet 403 side. As described above, the broadband router 404 has both a private IP address and a global IP address. As a specific example, the private IP address is “192.168.0.1”, and the global IP address is “210.1000.80.5”.

  When accessing the user terminal 408 from the Internet 403 side, only the global IP address “210.1000.80.5” of the broadband router 404 is known. The private IP address “192.168.0.2” of the user terminal 408 is not known from the Internet 403 side. The broadband router 404 has an address conversion table 411 in addition to a CPU (Central Processing Unit) (not shown). The CPU performs address conversion by referring to the address conversion table 411 using a control program stored in a memory (not shown). With this address conversion function, the user terminal 408 can be accessed from the WAN side, that is, the Internet 403 side.

  The web server 405 includes a communication interface (I / F) unit 413 that performs communication via the Internet 403, a control unit 414 that has a CPU (not shown) and controls the entire web server 405, and a storage unit that stores various data. 415. The storage unit 415 has an area for storing a control program executed by the CPU in the control unit 414. The communication interface unit 413 is connected to the operator PC 409 and the Internet 403.

  FIG. 5 shows the flow of user processing when performing maintenance on the user terminal side. This will be described with reference to FIG.

  First, the user of the user terminal 408 calls the operator of the support center 410 and notifies an e-mail address that can be received by the user terminal 408 (step S501). At this time, the operator informs that a maintenance command needs to be transmitted from the user terminal 408 in order to start the maintenance work. If necessary, the user can have the operator teach the specific method.

  If the user terminal 408 has a telephone function with no charge for calling using the Internet 403, the user terminal 408 may be set in advance to make a call to the operator PC 409 of the support center 410. it can. In this case, if an e-mail address is registered at the time of initial setting of the user terminal 408, the user simply performs an operation of transmitting a maintenance command described below, and the user terminal 408 side is connected to the operator PC 409 side. Can be notified of your email address.

  When the process of step S501 is completed, the user ends the call when a normal telephone call is performed, and transmits a maintenance command from the user terminal 408, thereby determining a period with the broadband router 404. The port mapping is executed (step S502).

  In order to transmit a maintenance command, a predetermined special button is pressed on an operation panel (not shown) of the user terminal 408, a plurality of predetermined keys are pressed simultaneously, or a maintenance command is supported in advance. The assigned number or code is input from an input unit (not shown) of the user terminal 408. As described above, the maintenance command transmission operation may be heard by telephone at the support center 410 or may be explained in the instruction manual.

  The maintenance command is transmitted in step S502 by transmitting an action message for adding UPnP (Universal Plug and Play) port mapping (Add Port Mapping) to the private IP address “192.168.0.1” of the broadband router 404. To be executed. In the present embodiment, since the subsequent communication is performed using an HTTP (HyperText Transfer Protocol) request, mapping is performed for the 80th port of the broadband router 404. The 80th port is a port that is normally used to receive access using the HTTP protocol. In this way, port mapping with a limited period is performed between the user terminal 408 and the broadband router 404.

  In a state in which this port mapping is performed, the user terminal 408 makes an HTTP request to the URL (Uniform Resource Locator) of the web server 405 in the support center 410, and the MAC address (Media Access Control address) of the user terminal 408 itself. The e-mail address and the global IP address on the WAN side of the broadband router 404 are transmitted (step S503). Here, the user terminal 408 has acquired a global IP address in advance. The WAN-side global IP address can be obtained by the user terminal 408 sending a UPnP “Get External IP Address” action message to the private IP address “192.168.0.1” of the broadband router 404.

  In this way, the reverse access information necessary for the web server 405 to reverse access the user terminal 408 is transmitted from the user terminal 408 to the web server 405. The operator PC 409 of the support center 410 performs reverse access to the user terminal 408 based on the reverse access information, and performs various settings for the user terminal 408 as will be described later. The operator of the operator PC 409 can specify the maintenance target user terminal 408 to be reversely accessed by the mail address notified in step S501.

  The user terminal 408 clears the port mapping with the broadband router 404 (step S505) at the time when the end of the desired setting due to reverse access of the operator PC 409 is detected (step S504: Y) for maintenance. This completes the series of processes (end).

  FIG. 6 shows the contents of the NAT table set in the broadband router in a state where port mapping is performed. This will be described with reference to FIG.

  The port mapping is a function for fixedly associating a port number used by the broadband router 104 with a terminal in advance. The NAT table 421 constituting a part of the address conversion table 411 shown in FIG. 4 describes the global IP address and port number on the WAN side, and the private IP address and MAC address of the user terminal 408 on the LAN 407 side. By referring to the NAT table 421, the user terminal 408 in the user home 401 can be individually designated for each port of the global IP address from the Internet 403 side. This function is called NAT traversal.

  FIG. 7 shows the contents of processing of the web server when performing maintenance on the user terminal side. This will be described with reference to FIG.

  The web server 405 generates either the reception of the HTTP request sent from the user terminal 408 in step S503 in FIG. 5 (step S521) or the reception of a data list output request from the operator PC 409 (step S522). Waiting. When the HTTP request sent from the user terminal 408 is received (step S521: Y), the received content is stored in the storage unit 415 as a data list of connection results and stored (step S523).

  On the other hand, if there is a data list output request from the operator PC 409 of the support center 410 (step S522: Y), the contents of the data list stored in the storage unit 415 are read out and sent to the operator PC 409 (step S522). S524).

  FIG. 8 shows a part of the contents of the data list stored in the storage unit. As an example, the data list 423 stores the connection date, time, user name, MAC address, WAN-side global IP address, and mail address. The content is added in step S523 every time an HTTP request is received in step S521 in FIG. However, the data list 423 is used by the operator of the operator PC 409 shown in FIG. 4 for reverse access for maintenance. Accordingly, data that has been reversely accessed and data that is older in time that is no longer required to be referred to during reverse access are appropriately deleted from the data list 423.

  FIG. 9 illustrates a process performed by the operator of the operator PC when the user terminal is maintained. This will be described with reference to FIG.

  The operator of the operator PC 409 waits for a call from the user terminal 408 (step S541). When a call is received (Y), a maintenance command is transmitted as already described in step S501 of FIG. And an e-mail address related to the user terminal 408 is heard (step S542).

  The operator of the operator PC 409 operates the operator PC 409 at a predetermined time on the assumption that a maintenance command has been sent (step S543: Y), and requests the web server 405 to output a data list. (Step S544). When this request is made, the web server 405 sends back to the operator PC 409 the entire data list 423 stored in the storage unit 415 or the difference data as an additional portion not sent previously.

  When the operator PC 409 receives the data list (step S545: Y), the operator PC 409 prints out the data list or displays the data list on a browser of a display (not shown) to confirm the user who made the inquiry (step S546). For example, referring to the data list 423 of FIG. 8, the global IP address “210.100.80.5” on the WAN side is recorded at 16:28 on July 4. Therefore, if the corresponding mail address “ccc@xxx.co.jp” matches the mail address of the user who sent the maintenance command, the user terminal 408 requests maintenance. .

  Therefore, the operator of the operator PC 409 performs reverse access to the user terminal 408 using the global IP address “210.100.80.5” on the WAN side of the broadband router 404 at this position in the data list 423 (step S547). . At this time, port mapping is performed between the broadband router 404 and the corresponding user terminal 408. Therefore, the broadband router 404 uses the NAT table 421 shown in FIG. 6 as the data addressed to the global IP address “210.100.80.5” as the data addressed to the private address “192.168.0.2”. Convert. As a result, the operator of the operator PC 409 can communicate with the user terminal 408, and various settings desired by the user can be performed on the browser (step S548).

  When necessary settings for the user terminal 408 are completed in this way, the port mapping is cleared on the user terminal 408 side (step S505 in FIG. 5). Therefore, unauthorized access by a third party is prevented.

  According to the embodiment of the present invention described above, the operator can perform remote maintenance on the user terminal 408 beyond the broadband router 404 by using the browser of the operator PC 409. As a result, both the support center 410 and the user can reduce wasted time and fees for various selections and maintenance. In addition, the support center 410 can perform maintenance by a simple operation by reverse access to the LAN, and without having to understand the explanation by the user's verbal or email text.

  Furthermore, according to this embodiment, until the support center 410 sets the user terminal 408, the user only needs to request maintenance by telephone and send a maintenance command. Therefore, even a user who does not have detailed knowledge of the user terminal 408 can easily set the apparatus.

  <First Modification of Invention>

  The present invention is not limited to the embodiment described above. For example, in the embodiment, the user terminal 408 detects the end of the setting by the operator PC 409 and clears the port mapping in step S505 of FIG. It is also possible to clear the port mapping by other methods. This is because if the port mapping is not cleared indefinitely, the open external port becomes a security hole, causing a security problem.

  FIG. 10 shows a state of processing for clearing port mapping on the user terminal side when a relatively long interruption occurs until the setting is completed after the operator performs reverse access. This will be described with reference to FIG.

  When reverse access from the operator PC 409 is started (step S601: Y), the user terminal 408 that has detected this performs setting based on setting information from the operator PC 409 based on the operation of the operator, and a built-in timer. Is started (step S602). The built-in timer does not need to be configured with dedicated hardware. For example, the clocking operation can be performed by counting a clock for operating a CPU built in the user terminal 408 or a clock obtained by dividing the clock.

After the time measurement starts, whether the user terminal 408 has completed the setting (step S603), whether there is a new connection after interruption from the operator of the operator PC 409 (step S604), and the setting of the user terminal 408 is predetermined. It is determined whether the time measured by the timer for the setting time limit t ₁ has elapsed (step S605). As a result, when the setting of the user terminal 408 is completed before the setting time limit t ₁ has elapsed (step S603: Y), it is not necessary to continue the port mapping further, so the port mapping is cleared ( Step S606), a series of processing ends (end).

On the other hand, if the processing for setting has passed the setting time limit t ₁ due to the interruption of the connection of the operator PC 409 to the user terminal 408 (step S605: Y), leaving it as it is will cause a security problem. Become. In this case, the process proceeds to step S606, and the user terminal 408 clears the port mapping.

When the connection of the operator PC 409 to the user terminal 408 is interrupted within the setting time limit t ₁ and a new connection is made by the operator thereafter (step S604: Y), the timer timing operation is reset (step S604). S607). Then, the process proceeds to step S602, and the timer timing operation is restarted. This is to newly secure the time required for operator setting.

By the way, Japanese Patent Application Laid-Open No. 2004-328027 also discloses a technique including a timer for measuring the unused time of a port. In this prior art, when the unused time of the port reaches a predetermined time, it is confirmed whether or not the registered machine exists on the LAN. If no registered machine exists, the registration related to the external port number is deleted from the port mapping table. In the first modification of the present invention, not only the underlying technology is different, but also the time required for operator setting is ensured by updating the port open time for each connection. . This contributes to the improvement of security because it is not necessary to inadvertently increase the setting time limit t ₁ .

  <Second Modification of Invention>

  In the second modified example of the present invention, the user terminal 408 shown in FIG. 4 uses the HTTP request in step S503 of FIG. 5 to set the own terminal for the web server 405 connected to the support center 410. A setting password for access is transmitted in advance. The user terminal 408 stores the transmitted setting password in its own non-volatile memory (not shown).

  FIG. 11 shows the processing on the user terminal side after the operator performs reverse access in the second modification. This will be described with reference to FIG.

When reverse access from the operator PC 409 is started (step S621: Y), the user terminal 408 that detects this requests the operator PC 409 to transmit a setting password (step S622). Thereafter, the user terminal 408 waits for a setting password to be transmitted before a predetermined waiting time t ₂ elapses (steps S623 and S624). If the setting password is not transmitted even after the standby time t ₂ has elapsed (step S623: N, step S624: Y), a person other than the support center 410 who does not know the password sent to the web server 405 There is a possibility of reverse access from. Therefore, in this case, the user terminal 408 clears the port mapping (step S625), makes the unauthorized access impossible, and ends the process (end).

On the other hand, Kitara password is sent to the up beforehand standby time t ₂ which defines elapses the request of transmission of the setting password in step S622 (step S624: N, Step S623: Y), the user terminal it 408 collates with the stored password for setting. As a result, if both match and password authentication is OK (Yes) (step S626: Y), the setting process of the user terminal 408 by the operator PC 409 is performed. When the user terminal 408 detects the end of the setting process (step S627: Y), the process proceeds to step S625 to clear the port mapping.

  If the password authentication is not OK in step S626 (N), there is a possibility that the access is reverse from a person other than the support center 410. Therefore, also in this case, the process proceeds to step S625, and the user terminal 408 clears the port mapping.

  As described above, according to the second modified example of the present invention, it is possible to prevent impersonation and improve security. Note that the security can be further improved by encrypting the password and transmitting it to the web server 405. The password may be transmitted to the operator PC 409 by some means.

  <Third Modification of the Invention>

  The third modification of the present invention is a combination of the first modification and the second modification.

  FIG. 12 shows a state of processing on the user terminal side after the operator performs reverse access in the third modification. This will be described with reference to FIG.

When reverse access from the operator PC 409 is started (step S641: Y), the user terminal 408 that detects this requests the operator PC 409 to transmit a setting password (step S642). Thereafter, the user terminal 408 waits for either predetermined set password until standby time t ₂ has elapsed is transmitted (step S643, step S644). If the setting password is not transmitted even after the standby time t ₂ has elapsed (step S643: N, step S644: Y), a person other than the support center 410 who does not know the password sent to the web server 405 There is a possibility of reverse access from. Therefore, in this case, the user terminal 408 clears the port mapping (step S645), makes the state in which unauthorized access cannot be performed, and ends the processing (end).

  On the other hand, when a password is sent in response to the transmission request for the setting password in step S642 (step S643: Y), this is checked against the setting password stored in the user terminal 408. As a result, if both match and password authentication is OK (Yes) (step S646: Y), the user terminal 408 that has detected this is set based on setting information from the operator PC 409 based on the operator's operation. And the timing of the built-in timer is started (step S647).

After the timing has been started, whether the user terminal 408 has completed the setting (step S648), whether there has been a new connection after interruption from the operator of the operator PC 409 (step S649), and the setting of the user terminal 408 is predetermined. It is determined whether or not the time set by the timer for the setting time limit t ₁ has elapsed (step S650). As a result, if the setting of the user terminal 408 is completed before the setting time limit t ₁ has elapsed (step S648: Y), it is not necessary to continue the port mapping further, so the port mapping is cleared ( Step S645), a series of processing ends (end).

On the other hand, if the processing for setting has passed the setting time limit t ₁ due to the interruption of the connection of the operator PC 409 to the user terminal 408 (step S650: Y), leaving it as it is will cause a security problem. Become. In this case, the process proceeds to step S645, and the user terminal 408 clears the port mapping.

If the connection of the operator PC 409 to the user terminal 408 is interrupted within the setting time limit t ₁ and then a new connection is made by the operator (step S649: Y), the timer timing operation is reset (step S649). S651). Then, the process proceeds to step S647 to restart the timer timing operation. This is to newly secure the time required for operator setting.

  If the password authentication is not OK in step S646 (N), there is a possibility of reverse access from a person other than the support center 410. Therefore, also in this case, the process proceeds to step S645, and the user terminal 408 clears the port mapping.

  As described above, according to the third modified example of the present invention, both the effects of the first modified example and the second modified example can be obtained, and the security can be further improved.

  <Other deformation possibilities of the invention>

  In addition to the modifications described above, the present invention can be further modified. For example, in the embodiment, the user of the user terminal 408 sends a maintenance command after calling the operator of the support center 410 (steps S501 and S502 in FIG. 5), but the present invention is not limited to this. That is, the user of the user terminal 408 immediately transmits a maintenance command, and transmits information necessary for reverse access to the user terminal 408 to the support center 410 side in a form associated with the information at this time. Also good.

It is a 1st claim correspondence figure of the present invention. It is the 2nd claim correspondence figure of the present invention. It is a 3rd claim correspondence figure of the present invention. It is a system configuration figure showing composition of a remote maintenance system in one embodiment of the present invention. It is a flowchart showing the mode of a user's process when performing the maintenance by the side of a user terminal in this Embodiment. It is explanatory drawing of the NAT table set to a broadband router in this Embodiment. It is a flowchart which shows the process of a web server when performing the maintenance by the side of a user terminal in this Embodiment. It is explanatory drawing showing a part of content of the data list memorize | stored in the memory | storage part in this Embodiment. It is a flowchart showing the mode of the process which the operator of operator PC performs when maintaining a user terminal in this Embodiment. It is a flowchart showing the process for clearing the port mapping on the user terminal side when a relatively long interruption occurs until the setting is completed after the operator performs reverse access in the first modification of the present invention. . It is a flowchart showing the process by the side of a user terminal after an operator performs reverse access in the 2nd modification. It is a flowchart showing the process by the side of a user terminal after an operator performs reverse access in the 3rd modification. It is a system configuration figure showing the outline of the remote maintenance system in the 1st related art of the present invention. It is a system block diagram showing the outline | summary of the remote maintenance system by the 2nd related technique of this invention. It is a system block diagram showing the outline | summary of the remote maintenance system by the 3rd related technique of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10,400 Remote maintenance system 11,408 User terminal 12 Maintenance server 13 Router 14 Maintenance terminal 20 Remote maintenance method 21 Port mapping request step 22 Maintenance time correspondence table formation step 23 Maintenance step 24 Table clear step 30 Remote maintenance control program 31 Port mapping request process 32 Setting process 33 Table clear process 401 User house 403 Internet 404 Broadband router 405 Web server 407 LAN
409 Operator PC
410 Support Center 411 Address Conversion Table 414 Control Unit 415 Storage Unit 421 NAT Table 423 Data List

Claims (3)

After notifying the maintenance terminal as a terminal for performing various settings for the maintenance of the own apparatus from the outside via the Internet of the e-mail address that can be received by the own apparatus, Port mapping means for transmitting a specific command to a private IP (Internet Protocol) address of a router on the own device side for connecting the device via the Internet and performing port mapping for a limited period between the own device and the router; ,
Reverse access information transmitting means for transmitting the MAC address (Media Access Control address) of the own device, the mail address, and the global IP address of the router to the URL (Uniform Resource Locator) of the web server connected to the maintenance terminal When,
Based on the information obtained by the reverse access information transmission means, when the maintenance terminal makes reverse access to the own apparatus using the e-mail address notified by the own apparatus as a key, various settings are performed by the maintenance terminal. Maintenance execution means,
A user terminal comprising: a port mapping clear unit that clears the port mapping by the port mapping unit when various settings by the maintenance execution unit are completed . A mail address notification step for notifying a maintenance terminal as a terminal for performing various settings for maintenance of the own apparatus from the outside via the Internet, and a receivable e-mail address of the own apparatus;
When the e-mail address is notified in this e-mail address notification step, a specific command is transmitted to the private IP (Internet Protocol) address of the router on the own device side for connecting the maintenance terminal and the own device via the Internet. Port mapping step for performing port mapping for a limited period between the own device and the router;
Reverse access information transmission step of transmitting the MAC address (Media Access Control address) of the own device, the mail address, and the global IP address of the router to the URL (Uniform Resource Locator) of the web server connected to the maintenance terminal When,
Based on the information obtained in the reverse access information transmission step, when the maintenance terminal makes reverse access to the own apparatus using the e-mail address notified by the own apparatus as a key, various settings by the maintenance terminal are executed. A maintenance execution step,
Port mapping clear step for clearing port mapping in the port mapping step when various settings in the maintenance execution step are completed
A remote maintenance method comprising: To the computer of the own device that requests maintenance to the maintenance terminal that performs maintenance as various settings,
After notifying the maintenance terminal as a terminal for performing various settings for the maintenance of the own apparatus from the outside via the Internet of the e-mail address that can be received by the own apparatus, Port mapping processing in which a specific command is transmitted to a private IP (Internet Protocol) address of a router on the own device side for connecting the device via the Internet, and port mapping is performed between the device and the router for a limited time period; ,
Reverse access information transmission processing for transmitting the MAC address (Media Access Control address) of the own device, the mail address, and the global IP address of the router to the URL (Uniform Resource Locator) of the web server connected to the maintenance terminal When,
Based on the information obtained by the reverse access information transmission process, the maintenance terminal performs various settings when the maintenance terminal makes reverse access to the self apparatus using the e-mail address notified by the self apparatus as a key. Maintenance execution processing to be
Port mapping clear processing for clearing port mapping by the port mapping processing when various settings by this maintenance execution processing are completed
And executing a remote maintenance control program.

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