JP2000115393A - System and method for remote maintenance - Google Patents

Abstract

PROBLEM TO BE SOLVED: To attain effective countermeasures at the occurrence of a fault and to save a human resource by conducting mutual communication between an image forming device and a control center and changing contents of transmission, in response to received data so as to utilize a communication function of the image forming device to remotely control the image forming device. SOLUTION: Each of access points(AP) 110-114 is installed at a point of sales agents and service centers of manufacturers or the like and are connected to a control center 100 via a communication network 150. Information which is sent from the control center 100 is release information of an update program, countermeasure information corresponding to a jamming state, revision information of a sequence optimum to an environment where machines are in use, and service life prediction data of a lamp resulting from a change in a light source voltage or the like. A service engineer visiting an access point for regular maintenance purpose references the data to conduct proper maintenance and a serviceman call is urged based on the data.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a remote maintenance system and a remote maintenance method for maintaining and managing an information processing apparatus, for example, an image forming apparatus having a plurality of functions, such as a facsimile, a scanner, a printer, and an electronic file, from a remote place. About.

[0002]

2. Description of the Related Art Conventionally, a communication device such as a modem is built in an information processing device such as an image forming apparatus or a facsimile machine for the purpose of improving the efficiency of maintenance services and the like. A maintenance system has been constructed that obtains information and performs appropriate maintenance.

[0003] Further, a WWW server is provided inside the image forming apparatus, and the status of the printer is transmitted by HTTP so that the progress of processing and the status of the apparatus can be confirmed by a browser operating on each connected client. Systems that can do this have been put to practical use.

FIG. 9 shows a conceptual diagram of a conventional remote maintenance system. For example, a machine A (60) which is an image forming apparatus having the modem 1 connected to a public line can communicate with the control center 660. The control center 660 includes machines B (61) and C (62), which are image forming apparatuses having communication means and are managed by the control center 660, similarly to the machine A (60).
And a machine D (63). Here, the connection means that the connection is established so as to be communicable, and a connection medium (wired, wireless, dedicated line, public line, etc.) and a connection method (always connection, connection per request, etc.) are arbitrary.

Each machine is assigned an independent ID number, and the control center identifies each machine based on the ID number. Each machine transmits predetermined information to the control center at predetermined intervals or when a specific situation occurs. The control center compiles information received from each machine and stores the information in the external database 661. If the received information is information indicating an error or an abnormality, the service center 6 undertakes maintenance of the image forming apparatus (machine A) that has transmitted the data as necessary.
70 is notified of the information. And the service center 6
70 dispatches a serviceman to the user of the machine A based on the report to take measures such as repair.

[0006]

However, such a conventional maintenance system has the following problems. First, since a service technician needs to go to the installation location of each image forming apparatus, even if the same operation is performed, the number of maintenance / repair operations increases as the number of apparatuses increases.

[0007] Further, since the communication direction of the information is only the transmission from each image forming apparatus, even if the image forming apparatus transmits the error information, the control center compiles the information, notifies the service center, and notifies the service center. No countermeasures are taken until the user goes to the destination, and in the worst case, the image processing apparatus cannot be used. In some cases, the service person may arrive earlier if the user directly contacts the service center by telephone or the like.

On the other hand, even in a system in which a WWW server is built in an image forming apparatus, the client side mainly has a passive content of confirming information transmitted unilaterally by the image forming apparatus side. The operation of the image processing apparatus can only cancel the processing, and cannot perform the operation related to the operation program of the image processing apparatus, such as changing the contents of the processing.

An object of the invention according to the present application is to make it possible to effectively cope with the occurrence of an abnormality and to save human resources by operating the apparatus remotely by using the communication function of the image forming apparatus. A remote maintenance system and a remote maintenance method are provided.

[0010]

According to the present invention, the above object is achieved by mutually communicating between an image forming apparatus and a control center, and changing transmission contents according to received data. I have.

That is, the gist of the present invention is to provide an image forming apparatus having at least a communication function and means for storing an operation program for controlling its own operation and internal information including individual identification information, and an operation of the image forming apparatus. A control center connected to a communication network with which the image forming apparatus can communicate, storing and managing information acting on the program, wherein the image forming apparatus changes internal information based on data transmitted from the control center; A remote maintenance system characterized in that:

Another gist of the present invention is to provide at least one image forming apparatus having at least a communication function and means for storing an operation program for controlling its own operation and internal information including individual identification information. A method of performing remote maintenance by a control center that is connected to a communication network with which the image forming apparatus can communicate and stores and manages information that operates on an operation program of the image forming apparatus, wherein the control center performs a specific maintenance at a predetermined timing. The present invention resides in a remote maintenance method including a step of transmitting data to an image forming apparatus and a step of changing at least a part of internal information of the image forming apparatus based on the data transmitted by the control center.

[0013]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described in more detail with reference to the drawings. (First Embodiment) FIG. 1 is a diagram showing one configuration example of a remote maintenance system according to the present invention. Machine A
(10) is an image forming apparatus having, for example, a facsimile, a printer, and a scanner function based on a copy function. FIG. 2 shows a schematic configuration of each machine. A machine 10, which is an image forming apparatus, includes an image forming unit 9 for controlling a copy function and various image forming mechanisms, a main CPU (central processing unit) 2 for integrally controlling the entire machine 10, and image information by facsimile. And a modem 1 for communicating with an access point (AP) described later and a predetermined protocol. The CPU 2, the image forming section 9, and the modem 1 are connected by input / output interfaces 8 and 6, respectively.

The EEPROM 3 stores programs and information that can be rewritten, such as programs executed by the CPU 1, various setting information of the machine A such as an IP address, and data received from a control center to be described later. On the other hand, the ROM 4 stores programs and data that are not likely to be rewritten, such as a program (IPL) executed immediately after the power of the machine 10 is turned on. The RAM 5 is used for image data to be processed by the machine 10 and temporary storage of a processing result. The modem 1 is not limited to a so-called modem, but may be a combination of a DSU and a terminal adapter when a digital line such as an ISDN line is used, and may be unnecessary depending on the connection form.

In the present embodiment, the machine A (10)
The communication protocol between the AP and the AP is TCP / IP (transmissi
on control protocol / internet protocol), and shows a case where the IP address of each machine is assigned a value conforming to the IPV6 standard at the time of factory shipment.

Returning to FIG. 1, each of the APs 110 to 114 is installed at a base such as a service center of a sales agency or a manufacturer, and is connected to the control center 100 via a communication network 150. Further, as shown in the figure, each AP may be connected to each other. The control center can be realized by, for example, a computer system having a communication function. Database (DB) 10
Reference numeral 1 is connected to the control center 100 and stores tables, programs, and the like, which will be described later. DB101
May be a storage device built in the control center 100 or a storage device connected via a network.

An AP and a machine connected to the AP include:
The connection may be made by a line such as a public line or a dedicated line, or may be always connected or may be connected only during communication. The line may be analog or digital. However, a PPP connection using a public line is preferable from the viewpoint of cost. With such a connection configuration, information of all the image forming apparatuses connected to each of the APs 110 to 114 can be collected in the control center 100.

The countermeasure agency 102 is, for example, a department that develops machines, and is connected to the control center 100 and the DB 101 as needed. The countermeasure agency 102 develops software for dealing with unknown errors, frequent errors and errors that are expected to occur,
The software is registered in the DB, and the update information is notified to the control center as necessary.

The information transmitted by each machine includes the number of prints, the jam status (including the location and frequency of occurrence), environment (temperature and humidity), use time distribution, program (ROM) version, and an electrophotographic image forming apparatus. Light sources in the process, control values such as development, transfer, and fixing can be freely set.

The information transmitted from the control center side includes update program release information, countermeasure information corresponding to a jam situation, sequence change information optimal for the environment in which the machine is used, and lamp light source voltage change. Service life prediction data, and when a service technician visits for regular maintenance, refer to the data to perform appropriate maintenance or call the service technician before the machine is completely stopped due to failure etc. Can be encouraged.

Each machine and AP (Control Center)
Communication with is periodic, periodic, idle, error,
When one or more conditions are met, such as when parts are worn out to some extent, each machine automatically accesses the AP and sends information, or the AP or the control center periodically and / or manually This is done when accessing the machine and collecting information. Access to each machine from the AP or the control center can be notified all at once or can be performed only to a specific machine.

As an example of setting communication conditions when an error occurs, an error that can occur at a certain frequency, such as a paper jam, occurs several times continuously within a predetermined time period, and the occurrence interval becomes short and becomes shorter than the predetermined time period. Only when the error occurs and the notification is made at the time of the regular communication, on the other hand, when an error hardly occurs in the normal operation, the condition can be set immediately.

Regarding the communication timing of each machine, the schedule and conditions at the time of shipment are described in the EEPROM 3 in the machine.
Or may be set / updated at the time of installation or maintenance.

In this way, by transmitting useful information to the machine A when the service person arrives at the site, effective measures can be taken. In the above example, the case where the functions of the sales agent and the service center are separated has been described. However, if the AP connected to the machine in which the error has occurred can dispatch a serviceman, the control center sends Notification only needs to be sent to one place. Appropriate instructions can be given by registering the system of each AP in the control center (or DB) in advance.

The control center 100 accumulates information collected from each machine in the database 101 and uses it for statistical processing such as error frequency and error occurrence location distribution for each model, so that it can be used for product design to be developed in the future. It can be used for countermeasures against errors that may occur in the near future.

(Second Embodiment) FIG. 3 is a diagram showing a configuration example of the DB 101. The DB 101 records information of each AP and machine connected to the control center.
A P / machine information area 1015, an error table area 1011 storing an error code and a corresponding program corresponding to the error code, an error countermeasure program area 1013 storing a countermeasure program itself, and various software used in the machine and its latest information. It comprises a stored version tail area 1012, a latest software area 1014 for storing the latest versions of various software, and the like.

The operation of the control center 100 when an error occurs in the machine A (10) in the remote maintenance system having such a configuration will be described with reference to FIGS.

The machine A first accesses the predetermined AP 110 using the modem 1 to transmit an error occurrence. Then, when the connection with the AP 110 is established, the error content and other information are transmitted to the control center.

When receiving the error information (S501), the control center 100 inquires of the DB 101 whether or not there is a program for coping with the error generated in the machine A (S502). As shown in FIG. 4, the error table area of the DB 101 stores an error code and a program name corresponding to the error code, and notifies the control center of the program name corresponding to the error code. If a countermeasure program exists (S503), DB1
01 is read from the error countermeasure program area 1013 of the DB 101 based on the program name received from the
Is transmitted to (S506). The machine A executes the received program or rewrites all or a part of the program stored in the EEPROM 3 to cope with the generated error.

On the other hand, in the case of an error code in which information on the countermeasure program does not exist in the DB 101, it is determined whether the error code is a new error or an error that cannot be resolved by software (S507). In the case of an error that cannot be resolved by software, if the AP accessed by the machine A is a service center (in the case of FIG. 1), the AP 110
If the AP does not have the service center function, it notifies the separate service center 103 (S508).

When a new error occurs,
In addition to notifying the countermeasure organization of the information (S509), the reception information / transmission information is also transferred to the service center managing the transmission source machine (S508), and measures such as dispatching a serviceman to the site are performed.

In the first embodiment, the interactive exchange of information between the control center and each machine is realized, but the treatment for each machine needs to be performed by a service person on site. If the error is minor, the user can deal with it. In other cases, the image forming apparatus cannot be used until the repair is completed. In the present embodiment, when an error that can be dealt with by software is handled, the possibility that the device cannot be used can be reduced by transmitting a handling program from the control center to the image forming apparatus. In addition, both users and manufacturers can reduce costs. Can be realized.

The contents of the program actually sent from the control center to the image forming apparatus include, for example,
When the number of jams in the vicinity of the paper feed roller is increasing, information about a “paper feed error” is notified to the control center. As a program for this, it is conceivable to transmit a program that extends the operating time of the motor that drives the paper feed roller and extends the threshold value of the time until it is determined that a paper jam has occurred. With this program, it is possible to avoid a situation in which the machine cannot be used due to a paper feed failure for at least a while. However, the frequent occurrence of paper feed jams may indicate that the paper feed rollers have worn out and are approaching the end of their service life. In this case, the measures taken by software are only temporary relief. Therefore, in the case of such an error, in parallel with the transmission of the countermeasure program, the received information / transmitted information is also transferred to the service center that manages the transmission source machine, and the unit is exchanged. Is preferably performed.

Further, the temperature of the fixing heater becomes lower,
When the frequency of the fixing failure increases, a countermeasure program for increasing the initial setting temperature of the fixing heater of the machine may be transmitted to suppress the occurrence of the fixing failure.

(Third Embodiment) In the above-described second embodiment, the countermeasure program is transmitted after the occurrence of an error. However, as the error information is accumulated, an error that is likely to occur is, for example, a model. You will be able to understand each time. In such a situation, it is expected that an error is likely to occur in the near future even for a machine in which no error has occurred yet, so a countermeasure program is transmitted to each machine in advance. This enables more effective maintenance.

If a program for dealing with all possible errors is sent, the traffic on the network will increase. However, there is no problem if the sending is performed at a time when traffic is low, such as at midnight. For the second and subsequent transmissions, the capacity of the file to be transferred can be sufficiently reduced by sending only the difference.

FIG. 6 is a flowchart showing the operation of each image forming apparatus in a state where the handling program has been transmitted to the image forming apparatus in advance.

If an error has occurred (S601), it is checked whether there is a program to deal with the error (S602). The method of checking is arbitrary, but an error code is stored in the EEPROM 3 of each image forming apparatus, such as a table (FIG. 4) in the DB of the control center, which stores a comparison table of error codes and countermeasures. In such a case, a setting may be made such that the corresponding countermeasure program is executed with reference to this table.

If the user has a program for coping with the error that has occurred, the program is executed (S6).
03). When the error is resolved as a result of executing the program (S604), the operation returns to the normal operation. If the problem cannot be solved, it is checked again whether another coping program exists (S605). If there is another program, the program is executed. On the other hand, if the error persists after running the program or there is no countermeasure program,
The control center is accessed (S606), and an error status is transmitted (S607). Thereafter, processing can be performed in the same manner as in the second embodiment.

In the second embodiment, the error information has to be communicated to the control center and the response must be waited for. However, in this embodiment, since the response can be made in the image forming apparatus, the countermeasure can be taken quickly. However, there is an advantage that countermeasures are prepared for an error that has not yet appeared as a symptom.

Errors not resolved by the current error handling program are sent to the control center as trouble information, and the development of a new first program can be started immediately based on the information. The time it takes to implement the necessary countermeasures.

(Fourth Embodiment) In the above-described embodiment, the file transmitted from the control center to each image forming apparatus is a program or information for coping with an error. In the present embodiment, it is pushed further,
A program such as a basic program of each image forming apparatus is always kept up to date.

That is, information indicating the newness of the program, such as the program version information and the last update date and time, is obtained from each image forming apparatus periodically or in response to a request from the control center.
The obtained information is compared with a table prepared in B101 as shown in FIG. 8, and when the DB 101 has a newer program, it is transmitted to each image forming apparatus,
Update the content.

FIG. 7 is a flowchart showing the operation of the control center in this embodiment. In the present embodiment, the case where the image forming apparatus that writes in response to a request from the control center transmits the information of the program is described. However, as described above, the image forming apparatus transmits the program information in accordance with other contents that are periodically transmitted from the image forming apparatus. May be sent when an error occurs. However, since the update of the program is rarely performed so frequently, it is generally efficient to access each image forming apparatus from the control center at the time when the update of the program is performed to obtain information.

First, the control center 100 accesses the image forming apparatus (referred to as a machine A) and obtains information such as the version of the program in the apparatus and the date and time of the last update (S701). Next, it is checked whether or not each program is the latest one by reference means such as the latest version information table (FIG. 8) stored in the DB 101 (S702). As a result of the reference, when the program stored in the latest program area 1014 of the DB 101 is newer, the program is loaded from the DB 101. When the comparison and loading operations are repeated for all the programs of the machine A (S704), the machine A is accessed (S705) and transmitted collectively (S705).
706).

On the other hand, in the machine A, an operation of replacing an old program stored in a rewritable storage element such as an EEPROM 3 or a medium with a received program is performed. By such a series of operations, the program of each image forming apparatus is always kept up-to-date, and it is possible to save the trouble of individual download and installation by the user or the service person.

In the present embodiment, an example is described in which the control center obtains program information, disconnects the connection once, compares all programs, loads the latest program, connects again, and connects again to transmit the data in a batch. However, in the case of a device having a small program type and a small capacity, the device may be left connected. Alternatively, the data may be transmitted while being read from the DB 101 instead of being transmitted after being stored in the control center.

In each embodiment of the present invention, machine A
However, the received data is 1) data to be stored in a predetermined area, 2) a program to be executed immediately, 3) a program to be stored in a predetermined area and executed when an error occurs,
4) An arbitrary method can be adopted for identification of any of the other cases and how to perform a processing operation according to the identification result. For example, a predetermined position (for example, the first few bytes) of data transmitted from the control center is set in an area of a code indicating a type, and machine A checks a code area of received data and determines a code area corresponding to the code. What is necessary is just to incorporate in an operation | movement program beforehand so that operation | movement may be performed.

[0049]

[Other Embodiment] In the above description, EEPRO is used as a rewritable nonvolatile memory of an image forming apparatus.
Although the M was used, any means such as a hard disk, a magneto-optical recording medium such as a magneto-optical disk, a flash memory, a RAM having a backup battery, and the like can be used as long as the stored contents are retained even when the power of the machine body is turned off. Is also good.

Further, a communication network using the TCP / IP protocol is used as a communication network connecting each image forming apparatus and the control center, and an IP address is used as an ID of the apparatus, but other protocols and IDs are used. Is also good.

Further, the case where the communication means built in the image forming apparatus can directly communicate with the control center has been described. However, the image forming apparatus performs communication directly or with other devices on the network, and performs other devices ( (A host computer or the like) may bridge the communication between the image forming apparatus and the control center.

In addition, the information (including the program) inside the image forming apparatus may be updated by another device connected to the apparatus.

Another object of the present invention is to provide a storage medium storing a program code of software for realizing the functions of the above-described embodiments to a system or an apparatus, and a computer (or CPU) of the system or apparatus.
And MPU) read and execute the program code stored in the storage medium.

In this case, the program code itself read from the storage medium implements the functions of the above-described embodiment, and the storage medium storing the program code constitutes the present invention.

As a storage medium for supplying the program code, for example, a floppy disk, hard disk, optical disk, magneto-optical disk, CD-ROM, CD
-R, a magnetic tape, a nonvolatile memory card, a ROM, or the like can be used.

When the computer executes the readout program code, not only the functions of the above-described embodiment are realized, but also the OS (Operating System) running on the computer based on the instruction of the program code. ) May perform some or all of the actual processing, and the processing may realize the functions of the above-described embodiments.

Further, after the program code read from the storage medium is written into a memory provided in a function expansion board inserted into the computer or a function expansion unit connected to the computer, based on the instruction of the program code, It goes without saying that the CPU included in the function expansion board or the function expansion unit performs part or all of the actual processing, and the processing realizes the functions of the above-described embodiments.

[0058]

As described above, according to the remote maintenance system of the present invention, it is highly possible that a measure against an existing trouble can be solved by communication between the control center and each device, and a quick measure can be taken. In addition, both the manufacturer and the user can reduce the travel cost (personnel cost, transportation cost) of the serviceman. In addition, for an error that is expected to occur, a quicker solution to the error can be realized by transmitting a countermeasure program in advance. Furthermore, the management of each device is facilitated by assigning an IP address as the ID of the device and using communication using TCP / IP as a protocol.

The control center that collects information of each unique information forming apparatus compiles error information and service information collected from various places into a database, so that a specific (known) trouble can be promptly dealt with. By handling the information and statistically processing the information, it can be used as a prediction of an error that may occur in the future or as a reference when developing a new model.

[Brief description of the drawings]

FIG. 1 is a diagram showing a basic network configuration using the present invention.

FIG. 2 is a block diagram illustrating a configuration example of an image forming apparatus having a communication function.

FIG. 3 is a diagram showing an example of the internal configuration of a DB 101.

FIG. 4 is a diagram showing an example of an error information table stored in a DB 101.

FIG. 5 is a flowchart showing the operation of the control center when an error occurs.

FIG. 6 is a flowchart illustrating an operation of the image forming apparatus to which a coping program has been transmitted in advance when an error occurs.

FIG. 7 is a flowchart showing an operation of the image forming apparatus in the control center when updating a program.

FIG. 8 is a view showing an example of a version information table of a program stored in a DB 101.

FIG. 9 is a diagram showing a configuration of a conventional remote maintenance system.

[Explanation of symbols]

 10 to 13, 60 to 63 Image forming apparatus (machine) 100, 660 Control center 101, 661 Database 102 Countermeasures organization 103, 670 Service center 110 to 114 Access point (AP) 150 Communication network

Continuation of the front page (72) Inventor Hidetoshi Nagata 3-30-2 Shimomaruko, Ota-ku, Tokyo Canon Inc. (72) Inventor Masaaki Ishii 3-30-2 Shimomaruko, Ota-ku, Tokyo Canon Inc. (72) Inventor Shigeru Oki 3-30-2 Shimomaruko, Ota-ku, Tokyo F-term within Canon Inc. 5B089 GA01 GA21 GA26 GB02 HB02 JA35 JB07 KA12 KB04 LB06 LB08 LB12 ME13 5C062 AA02 AA05 AA13 AB38 AB42 AE00 AE16 AF00 AF02 BA00 5K101 KK01 KK11 KK13 LL01 MM05 MM07 RR12 RR21 SS07

Claims (13)

[Claims] An information processing apparatus having at least a communication function, an operation program for controlling its own operation, and means for storing internal information including individual identification information, and information acting on the operation program of the information processing apparatus. Accumulate, manage,
A remote control center connected to a communication network with which the information processing device can communicate, wherein the information processing device changes the internal information based on data transmitted from the control center. system. 2. The remote maintenance system according to claim 1, wherein communication between the information processing apparatus and the control center is performed by TCP / IP, and the individual identification information is an IP address. 3. The information processing apparatus according to claim 1, further comprising at least one connection unit disposed between said information processing apparatus and said communication network for connecting said information processing apparatus to said communication network. The remote maintenance system according to claim 1, wherein the communication is performed via the connection unit. 4. The information processing apparatus transmits transmission data, which is at least a part of the internal information, to the control center, and sends response data corresponding to the internal information received by the control center to the information processing apparatus. The remote maintenance system according to claim 1, wherein the remote maintenance system is transmitted. 5. The remote maintenance system according to claim 4, wherein said transmission data includes information on an error occurring in said information processing apparatus, and said response data is data necessary for solving said error. . 6. The remote maintenance system according to claim 5, wherein the data necessary for solving the error is a program executable in the information processing device. 7. The transmission data includes the content of an error that has occurred in the information processing apparatus, the control center transmits the response data according to the content of the error, and the connection unit and / or the information. 5. The remote maintenance system according to claim 4, wherein an occurrence of the error is notified to an administrator of the processing apparatus. 8. The remote maintenance system according to claim 1, wherein the transmitted data is a program for coping with an error that may occur in the information processing apparatus in the future. 9. The remote maintenance system according to claim 1, wherein the information processing device is an image forming device. 10. The information processing apparatus can communicate at least one information processing apparatus having at least a communication function and means for storing internal information including an operation program for controlling its own operation and individual identification information. Connected to a simple communication network,
A method of performing remote maintenance by a control center that accumulates and manages information acting on an operation program of the information processing device, wherein the control center transmits data to a specific one of the information processing devices at a predetermined timing. The information processing apparatus changing at least a part of the internal information based on data transmitted by the control center. 11. The information processing apparatus further comprises a step of transmitting at least a part of the internal information to the control center at a predetermined timing, wherein the transmission data of the control center corresponds to the received internal information. The remote maintenance method according to claim 10, wherein the data is obtained data. 12. The internal information transmitted by the information processing device includes data representing the newness of at least one program used in the information processing device, and the data transmitted from the control center includes the program 12. The remote maintenance method according to claim 11, further comprising data for updating a part or all of the remote maintenance program. 13. The remote maintenance method according to claim 9, wherein the information processing device is an image forming device.