JP2002196917A - Trouble shooting system, server, and method of controlling them - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a trouble shooting system and a control method for speedily solving the trouble when the trouble occurs. SOLUTION: If the printing command and data to be transmitted from a host to a printer cannot be printed in the step S0 because of a trouble in the printer, the contents of the error are displayed in the step S1, and the contents of the trouble are reported to the host in the step S2. Next, the host displays the detailed data in the step S3, and reports the trouble to a server in a service center in the step S4. Then, the server searches the managed database and finds out the cause of the trouble and method of solving the trouble from the database in the step S5. When the trouble is the one experienced before, the database is updated in the step S6, and the method of solving the trouble is reported to the host having the trouble in the step S7. In the system, troubles can be solved in this way.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a trouble processing system, a server, and a control system for presenting a solution to a trouble occurring at a user device to a user device or automatically avoiding the problem using a communication line such as a network. The present invention relates to a method and a storage medium.

[0002]

2. Description of the Related Art Conventionally, as a method of handling a trouble occurring in a purchased device, for example, a user refers to an operation manual to handle the trouble, or a user calls a call center or a dealer to inquire about a trouble handling method. Or, a method in which a user informs a service center of a trouble by e-mail and waits for a response from the service center to perform processing.

[0003] The processing of a trouble differs depending on the content of the trouble. For example, in the case of a trouble mainly due to an operation error of a user, a method of answering a solution by telephone or e-mail and performing a process according to the user's answer is used. Had been taken.

In the case of a trouble due to a failure or a service life, a service person visits a user to perform processing,
In some cases, such as home appliances, they were mailed or brought to a service center for repair.

In any of the methods, when making an inquiry, the user needs to accurately report the content of the trouble.
The service center has investigated a method for solving the problem from a vast database, manuals, etc., or responded to the department in charge of development. All of these operations were performed by humans.

Further, the user is not always familiar with the specifications of the purchased product, and the functions of the product itself are often complicated, and troubles due to a user's operation error are increasing. In such a situation, as a method most frequently taken by the user to avoid a trouble due to an operation error, it has been necessary to read the operation manual and perform the correct operation and specification again.

[0007]

However, the above-mentioned prior art has the following problems. If a problem occurs due to a user's operation error or usage error at the user's site, the user is not necessarily familiar with the detailed specifications of the purchased product or the content of the problem, so solve the problem. I had to read the manual and understand the specifications correctly.

[0008] Further, even when an inquiry is made to a call center or the like, the contents cannot be conveyed accurately, and in order to convey further information for presenting a solution, the user is required to generate the trouble again. I often got it and it was troublesome.

Also, the trouble does not always occur within the reception hours of the call center, and depending on the time, even when making inquiries by e-mail, the e-mail may not be read until the next day or the end of the holidays, and processing may be performed immediately. There were many cases where it was not possible. In addition, since the above-mentioned correspondence was always performed by a person, a considerable labor cost was required.

[0010] In addition, even in the case of an inquiry from a user, even if the trouble is apparently due to a user's operation error, the response is terminated by replying by telephone or e-mail. In many cases, it was not possible to build a system for providing feedback to the development side, and the development side could not correctly recognize the market situation.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems of the prior art, and an object of the present invention is to provide a trouble processing system, a server and a trouble processing system capable of promptly processing a trouble when the trouble occurs. The purpose is to provide a control method.

A trouble processing system according to an embodiment of the present invention for achieving the above object has the following configuration. That is, a trouble processing system that can connect a user device and a service center via a communication medium, wherein the user device includes a first transmission unit for notifying the service center of trouble information, The service center includes first receiving means for receiving information, and output means for outputting the information received by the first receiving means, wherein the service center receives a database for storing trouble processing measures and receives the trouble information. A second receiving unit that analyzes the trouble information received by the second receiving unit, accesses the database, and searches for an appropriate trouble processing measure, and the appropriate Second transmission means for transmitting a trouble handling measure to the user device, wherein the user device is transmitted from the service center. The appropriate trouble shooting measures received by the first receiving means is output from the output means, characterized in that to enable checking the appropriate trouble shooting measures.

Further, for example, the user device further has a detecting means for detecting whether or not a trouble has occurred in the connected equipment. When the detecting means detects a trouble in the equipment, the trouble information is displayed. Is notified to the service center using the notifying means.

[0013] Further, for example, the user device selects an optimum processing measure from the appropriate trouble processing measures displayed on the output means, and executes the processing according to the optimum processing measure. It is characterized by having.

[0014] Further, for example, when the optimum processing measure is selected from the appropriate trouble measures displayed on the output means, the user device executes the processing by the optimum processing measure. It is characterized by having means.

Also, for example, the execution means changes various settings of a device in which a trouble has occurred or a software program operating on the device based on the optimum processing measure.

Further, for example, the output means outputs the appropriate troubleshooting procedure received by the first receiving means by voice.

Further, for example, the output means displays and outputs the appropriate troubleshooting procedure received by the first receiving means.

Also, for example, the second transmitting means converts the data describing the appropriate processing measure into a predetermined format and transmits the data to the user device. Further, for example, the second transmitting means converts the data of the trouble information into an electronic mail format and transmits the electronic mail.

Further, for example, the second transmitting means further comprises:
Facsimile transmission means for facsimile transmission of the trouble information data.

For example, in the case where the analysis result of the trouble information is a trouble corresponding to a trouble handling measure held, the search means is an error number updating means for counting up the number of errors corresponding to the corresponding trouble handling measure. Is further provided.

Further, for example, the search means further comprises an additional means for adding the new content to the database in the case of a trouble of a new content which does not correspond to a trouble processing measure held by the analysis result of the trouble information. And

Also, for example, the trouble information includes model information, error information, setting information and user information.

Further, for example, the model information includes a product ID, a version, configuration information, a use environment, an operation purpose, and a purchase date.

Further, for example, the error information is an error I
D, the date and time of occurrence.

Further, for example, the setting information includes driver setting information and a status of a printer.

Further, for example, the user information includes a user name, an address, a telephone number, and a mail address.

The server used in the trouble processing system according to one embodiment of the present invention for achieving the above object has the following configuration. That is, a server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the server provided in the service center includes: a database storing trouble processing measures; A receiving unit that receives the trouble information notified from the apparatus, a search unit that analyzes the trouble information received by the receiving unit, accesses the database, and searches for an appropriate trouble processing measure, and the search unit Transmitting means for transmitting the searched appropriate troubleshooting procedure to the user device.

A server used in a method for controlling a trouble processing system according to an embodiment of the present invention for achieving the above object has the following configuration. That is, a method of controlling a trouble processing system capable of connecting a user device and a service center via a communication medium, the user device comprising: a first transmitting step of notifying the service center of trouble information; A first receiving step of receiving information from the center, and an output step of outputting the information received by the first receiving means, wherein the service center stores a database for storing a troubleshooting procedure; A second receiving step of receiving information, a search step of analyzing the trouble information received in the second receiving step, accessing the database and searching for an appropriate trouble processing measure, and a search in the search step A second transmitting step of transmitting the appropriate troubleshooting to the user device. The transmitted the appropriate trouble shooting measures received by the first reception step is output from said output step, characterized in that to enable checking the appropriate trouble shooting measures.

The server control method used in the trouble processing system according to one embodiment of the present invention for achieving the above object has the following configuration. That is, a method of controlling a server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the server provided in the service center includes a database for storing a trouble processing measure. Receiving the trouble information notified from the user device, and analyzing the trouble information received in the receiving step, a search step of accessing the database and searching for an appropriate troubleshooting solution, Transmitting the appropriate troubleshooting procedure retrieved in the retrieval step to the user device.

A storage medium according to an embodiment of the present invention for achieving the above object has the following configuration. That is, a storage medium storing a control program for controlling a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the control program transmits the trouble information to the service center by the user device. Analyzing the code of the first transmission step for notification, the code of the second reception step of the service center for receiving the trouble information, and the trouble information received in the second reception step, A code for a search step of accessing the database of the service center to be stored and searching for an appropriate troubleshooting procedure, and a second transmitting step of transmitting the appropriate troubleshooting procedure searched for in the searching step to the user device And a code of a first receiving step of receiving information from the service center of the user device And a code for an output step of outputting the information received by the first receiving means, and receiving the appropriate troubleshooting procedure transmitted from the service center in the first receiving step of the user device. Then, the information is output from the output step so that the appropriate troubleshooting can be confirmed. A storage medium according to an embodiment of the present invention for achieving the above object has the following configuration.
That is, a storage medium storing a control program for controlling a server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the control program is notified from the user device. Analyzing the trouble information received in the receiving step, and analyzing the trouble information received in the receiving step, and accessing a database storing trouble processing measures of the server provided in the service center to perform appropriate trouble processing. A search step code for searching for a solution, and a transmission step code for transmitting the appropriate troubleshooting procedure searched for in the search step to the user device.

[0031]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment according to the present invention will be described below in detail with reference to the drawings.

[First Embodiment] In the first embodiment, a trouble processing system from the occurrence of a printer trouble to the completion of processing in a system using a laser printer will be described. It is not intended to limit the scope to the described examples.

[Configuration of Trouble Handling System in Laser Printer] FIG. 1 shows an example of a trouble handling system in a laser printer according to the first embodiment of the present invention. It is a conceptual diagram which shows a process.

FIG. 2 is an event trace diagram for explaining a flow from the occurrence of a trouble of the laser printer to the completion of the trouble processing using the trouble processing system of FIG.

First, an outline of the trouble processing in this embodiment will be described with reference to FIG. In FIG. 1, I
The host 101 which is a computer whose P (Internet Protocol) address is "111.2.33.44" and the IP address is "111.
The host 102 and the printer 103, which are computers of “2.33.55”, are configured on the same LAN 104, and the server 105 with the IP address “222.33.4.111” is configured within the LAN 106 of the service center. Further, the respective LANs 104 and 105 are connected via the Internet 108. The LAN 104 is an example of a system constructed by a user, and the LAN 106 is a system constructed in a service center of computer equipment.

In the following description, an example in which there is only one user system will be described. However, this is for the sake of simplicity, and many user systems can be connected to the service center 109 via the Internet 108. Of course.

[Procedure of Trouble Processing] In the system shown in FIG. 1, when a user transmits print data from the host 101 to the connected printer 103 to perform printing, a trouble occurs when the print processing is executed. An example of a procedure of a trouble process via the Internet 108 when an error occurs will be described with reference to FIG.

In step S0 of FIG. 2, the user
The host 101 issues a print instruction, and transmits data to the printer 103. At this time, for example, if a trouble such as a print error occurs in the printer 103 during printing and printing cannot be performed, the process proceeds to step S1, and the content of the generated error is displayed on the panel of the printer 103. Then, the process proceeds to step S2, where the printer 103
Notifies the host 101 of the trouble that has occurred.

Next, the host 101 receiving the trouble notification
Displays the details of the trouble in step S3, for example, detailed information that cannot be displayed on the panel display of the printer 103, on the window of the display device provided in the host 101, and makes it easy for the user to understand the contents of the trouble that has occurred. After making it understandable, the process proceeds to step S4. The contents of the trouble may be displayed on the display device and transmitted to the user together with the audio device provided in the host 101.

The processing so far is a processing for a trouble which is generally performed in a printing system such as a conventional printer. The feature of the present embodiment resides in the processing described in step S4 and subsequent steps. By performing the processing in step S4 and subsequent steps, the trouble of the user can be saved, and the troubleshooting procedure can be presented to the user as soon as possible, or the troubleshooting procedure can be automatically performed. , So that the user can easily use even a printer having complicated specifications.

That is, in step S 4, the host 101 having received the error notification accesses the service center 109 and notifies the server 105 of the occurrence of a trouble. The error notification received from the printer 103 is transmitted together with the trouble notification.

Next, the server 105 of the service center 109 having received the error notification analyzes the contents of the error included in the error notification in step S5, and finds out what is in the database 107 managed by the service center 109. Diagnosis of the cause and how to handle it.
That is, various kinds of information included in the error content included in the error notification are analyzed, the database 107 is accessed based on the analysis result, and a search for a troubleshooting method is performed. At this time, the information transmitted from the user to the service center 109 includes, for example, user information 301, model information 302, error information 303, setting information 304, and the like, as shown in FIG.

The user information 301 is mainly used as information for returning a diagnosis result, and the model information 302 is mainly used as information on what to refer to in the database 107 managed by the service center. Is done. The error information 303 and the setting information 304 are used as information for accessing a database relating to specific error information in a database managed for each model, and based on these information, the server 105 Search for the cause of the trouble that occurred in and the measures to be taken.

The host 101 in step S4
May be transmitted to the server 105 of the service center 109 in any format as long as the software used by the host 101 and the software used by the server 105 can analyze each other. For example, if you send it in text format by email,
The data may be transmitted in a format such as IB, Internet facsimile (FAX), job control language (JL), in a unique language format, or in a combination of these formats.

Next, proceeding to step S6, if the error notification content is trouble information that has already occurred in the market, the corresponding error count in the database 107 is counted up, and the error has not occurred in the market. For new troubles, the database 107 is enhanced by additionally registering the trouble occurrence contents in the database 107.

As a result of the search in the database 107,
If a trouble handling method is found, step S7
To the host 101 of the user having the trouble.
Notify the trouble handling method searched.

The host 101 of the user who has received the trouble processing method from the service center 109 analyzes the contents of the processing method received in step S8, and
The trouble display method, for example, the contents shown in FIG. 4 is displayed on the display screen 1. The UI (User Int) shown in FIG.
The example of the (erface) screen is a trouble occurrence example in which the user has forgotten to set the tray paper size, so the postcard data was transmitted, but a paper exchange request was issued.

That is, this is a problem that has occurred because the user has set postcard paper in the tray, but has forgotten the setting for recognizing that postcard paper has been set in the printer 103.

In such a case, the desired printing can be performed by resetting the tray paper size to the postcard. Therefore, the user can use, for example, “Change the tray paper size to postcard” on the UI screen of the host 101 in step S9. Click on the circle 401 to indicate the item 401-403
Is selected from among the processing methods shown in FIG.
By clicking the OK button, the setting is switched to a setting that allows correct printing. In this way, it is possible to obtain a processing method for occurrence of a trouble.

FIG. 4 shows an example in which a command for setting the tray paper size setting to "postcard" is issued to the printer. Regarding the processing in step S9, it is possible not only to change the settings of the printer, but also to change the settings of the driver and to correct the attributes of the job transmitted to the printer.

In another example of the processing method on the UI screen shown in FIG. 4, there is a substitute pattern "for example, to give up printing on a postcard and print it on plain paper" as shown at 402. Although the example of 402 is a special operation example, it is used in a case where postcard data is temporarily printed on plain paper by trial printing.

Further, the printer 103 is a printer that cannot perform postcard printing.
Postcard print data may be transmitted.
In this case, correct printing can be performed by selecting to switch the printing instruction to another printer (not shown) capable of performing postcard printing. The processing in step S9 in this case is 40
The process "switch output to another postcard-printable printer" shown in Fig. 3 may be selected, and the previously transmitted job is canceled, and the print data is transmitted again to another printer with a new designation.

Next, in step S10, step S9
If the user selects the processing method indicated by 401 to 403 in FIG. 4 described in FIG. 4, the job in which the error has occurred is temporarily canceled by the selected instruction, and then the process proceeds to step S11, where the correct designation is performed. By performing printing again, printing intended by the user can be performed by clicking a button.

Steps S10 and S11
In this process, the job may be deleted once, the settings may be changed, and the job may be transmitted again, or the attribute of the job may be changed and the job may be restarted. In this way, troubles occurring in the printing system can be eliminated.

As described above, the processing in step S9 is executed after receiving a user's instruction. In addition to the above-described processing, for example, the processing indicated by 401 in FIG. May be set in advance so that the coping method is automatically selected so that the coping method is selected and executed, and the coping method may be automatically executed without receiving a user's instruction.

[Examples of Troubles Expected in the Print System] In addition to FIG. 4, typical examples of troubles expected to occur in the print system are shown below. (1) The tray paper type was not set correctly. (2) The user-defined paper and paper name were not set correctly. (3) Printing was performed by specifying both sides on a model without a duplex unit or on a model that cannot print on both sides. (4) Double-sided printing was performed by specifying a paper size or paper type for which double-sided printing was not possible. (5) Sorting is specified for a model without a sorter. (6) A stack is specified for a model without a stacker. (7) Stapling is specified for a model without the stapling function. (8) A job offset is specified for a model without a job offset function. (9) A print job store is specified for a model without a hard disk. (10) Spool was specified for a model for which sufficient RAM has not been added. (11) Even though the designated paper is present in another paper feed stage, the absence of paper has occurred in the fixed paper supply designation.

The troubles that occur in this embodiment are as follows.
It is needless to say that the present invention is not limited to the above example, but can cope with any trouble.

As described above, in a printer system, an error often occurs due to a user's designation or an operation error because the printer system is used without fully understanding its specifications. In many cases, it is more desirable for the user to correct a part of the deficiencies in many settings as easily as possible so that the desired printing can be performed, rather than why the printing cannot be performed.

Therefore, a list of error handling methods is shown, and automatic setting can be performed in accordance with a user's instruction. Since the processing method differs depending on the use environment and the like, the diagnosis is performed in consideration of the printer configuration, the specification environment, the driver setting, and the like.

[Trouble Diagnosis Processing] Next, the trouble diagnosis processing in the service center 109 will be described with reference to FIG.

First, in step S501, the process waits until trouble information is sent from the user to the service center. When trouble information data 300 as shown in FIG. 3, for example, is sent, the process proceeds to step S502.

In step S502, the model information 302 of the trouble information data 300 is searched. Next, the error information 303 is searched in step S503. further,
In step S504, the setting information 304 is searched. Then, in step S505, target information in the database 107 is accessed in accordance with the search result, and a trouble processing measure is picked up. Further, it is determined whether or not the trouble content is a trouble content that has been processed so far. If the trouble is a trouble that has already occurred and a trouble processing measure has been taken, the process proceeds to step S509. , The number of occurrences, the location, the date and time of occurrence, and the like are updated. Then, the process proceeds to step S507.

On the other hand, if it is determined in step S505 that the trouble content is a new trouble that has not been processed before, the process proceeds to step S506, and a corresponding information table is newly created, and the processing in step S9 can be performed from the next time. State. Then, the process proceeds to step S507.

In step S507, a countermeasure list is created based on the hit information. Then, the process proceeds to step S508, in which the countermeasure information is notified to the user in which the trouble has occurred in a predetermined format. This ends a series of operations.

In the above-described embodiment, the service center has one server. However, the service center has a plurality of servers, and the servers are divided into products, regions, and the like so that the processes can be performed in parallel. Needless to say, this may be done.

Next, FIG. 6 shows an example of a UI screen for performing user registration for automatically avoiding a trouble.

FIG. 6 shows an example of registration of the user information 301 and the model information 302 of the transfer information 300 shown in FIG. The user information 601 registered in FIG. 6 is information for determining a response destination when the service center 109 receives a trouble notification and determining a dispatch place of a service person. The information 602 is information for narrowing down a part of the database 107 to be accessed or a situation where a trouble has occurred, and performing an accurate search as soon as possible.

This information may be managed by the service center 109, or may be managed by an application on the host 101, and may be transmitted whenever trouble information is transmitted.

As described above, when a trouble occurs, the contents of the trouble are reported to the service center 109 via the network 108.
Is notified to the service center 109, and the model information 3 shown in FIG.
02, search for a workaround based on the error information 303 and the setting information 304, make an answer based on the user information 301, and display and select a processing measure list so that the user can fully understand the contents. If not, it is possible to avoid trouble. Further, since the service center 109 can automatically grasp the trouble information generated at the user's site, it is possible to quickly respond to the needs of the trouble handling method of the user.

[Second Embodiment] The first embodiment described above
In the embodiment, the trouble processing system from the occurrence of the printer trouble to the completion of the processing in the system using the laser printer has been described. However, the present invention is not limited to the above examples.

Hereinafter, a second embodiment according to the present invention in which a copy machine, a facsimile (FAX) or the like has the role of a host computer without using the host computer used in the first embodiment. Will be described.

[Configuration of Trouble Handling System] FIG.
Copy machine 70 according to the second embodiment of the present invention
1 is a diagram illustrating an example of a system for processing a trouble that has occurred in a facsimile (FAX) 702 and illustrates a concept of processing from the occurrence of a trouble to the completion of the trouble.

FIG. 8 is a circuit diagram of the second embodiment shown in FIG.
FIG. 4 is an event trace diagram illustrating a flow from the occurrence of a trouble in the copying machine 701 or the facsimile (FAX) 702 to the completion of the trouble processing using the trouble processing system of FIG.

First, an example of a system configuration according to the second embodiment will be described with reference to FIG. In FIG. 7, IP (Int
A copy machine 701 having an “Ethernet Protocol” address of “111.2.33.44” and a facsimile (FAX) 702 having an IP address of “111.2.33.55” are configured on the same LAN 703, and a server 705 having an IP address of “222.33.4.111” is a service center. 709 in the LAN 706.
Further, the respective LANs 703 and 706 are connected via the Internet 704.

[Procedure for Trouble Processing] Under the system of the second embodiment having the above configuration, trouble processing when a trouble occurs during copying by a user or facsimile (FAX) An example of a procedure of trouble processing when a trouble occurs during transmission / reception of a message will be described with reference to FIG.

The trouble processing of the second embodiment shown in FIG. 8 is basically the same as the trouble processing of the first embodiment shown in FIG. However, since the trouble processing of the second embodiment can be operated without the intervention of the host computer, all the processing performed on the host computer 101 in the first embodiment is performed by the copier 701 or the facsimile ( FAX) 702 itself.

For example, an error display is displayed on a display panel of the copier 701 or the facsimile (FAX) 702 or the like, and notification of trouble information to the service center 709 is also made directly by the copier 701 or the facsimile (FAX) 702. become. This point is different from the second embodiment and the first embodiment.
This is a different point from the embodiment.

In step S800 in FIG. 8, the user issues a copy instruction at the copy machine 701 or a facsimile (FAX) transmission at the facsimile (FAX) 702, for example. At that time, a trouble such as an error occurs in the copying machine 701 or the facsimile (FAX) 702, and the copying or facsimile (FAX)
If the transmission becomes impossible, the process proceeds to step S801.

In step S801, an error message is displayed on the display panel of the copier 701 or the facsimile (FAX) 702 so that the user can easily understand the error. Next, in step S802, the copier 701 or the facsimile (FAX) 702
09 directly notifies the server 705 of the trouble.

Service center 709 receiving error notification
Server 705 diagnoses in step S803 what is the cause of the trouble and what to do from the database 707 managed by the service center 709.
That is, it analyzes various information included in the error notification, accesses the database 707, and searches for a troubleshooting method. Information transmitted to the service center 709 at this time is the same as the information 300 transferred to the service center shown in FIG. 3 described in the first embodiment, for example.
User information 301, model information 302, error information 30
3. It includes setting information 304 and the like.

The user information 301 is mainly used as information for returning a diagnosis result, and the model information 302 is mainly used as information on what to refer to in the database 707 managed by the service center. Is done. The error information 303 and the setting information 304 are used as information for accessing a database relating to specific error information in a database managed for each model, and based on the information, the server 705 determines the cause. ,
Find out the solution.

Next, the server 705 proceeds to the processing in step S804, and checks the contents of the error notification. If the error notification content is trouble information that has already occurred, the corresponding error count in the database 707 is counted up. On the other hand, if the trouble information has new contents, the database 707 is enhanced by adding the trouble contents to the database 707.

Next, in step S 805, the trouble processing method of the search result in the database 707 is notified to the copying machine 701 or the facsimile (FAX) 702.

When the trouble processing method is transmitted from the server 705, the copier 701 or the facsimile (F
AX) 702 proceeds to the process of step S806, analyzes the contents of the received processing method, and displays the processing method on the screen, for example,
The contents as shown in FIG. 4 are displayed. UI shown in FIG.
The example of the (User Interface) screen is an example in which postcard data is transmitted but a paper exchange request is issued because the user has forgotten to set the tray paper size.

Next, steps S807 to S80
In step 9, the trouble of the copier 701 or the facsimile (FAX) 702 is solved by executing the trouble processing according to the received processing method and the user's instruction. However, this description is basically the same as the operation described in step S9 to step S11 of the first embodiment, and thus the description will be repeated.

[Third Embodiment] In the first embodiment and the like described above, an example of trouble processing in a network connection device has been described. However, the present invention is not limited to the above-described example. For example, unlike a system configured only with a host computer and a printer (the system of the third embodiment), the I / O is not directly performed via a network.
The present invention is also applicable to a system using only devices connected to the O device.

According to the present invention, I / O can be performed directly without using a network.
A third embodiment according to the present invention, which is adapted to a system using only devices to which devices are connected, will be described below. The third embodiment is a system for performing a trouble process without using a service center server as described in the first embodiment or the like. The trouble process in the third embodiment is Although all types of troubles cannot be processed as in the first embodiment, for example, trouble processing limited to operation mistakes that the user often makes mistakes is performed.

In the third embodiment, information on a method of handling a trouble such as an operation mistake frequently made by a user is stored, for example, in an application program of a host computer or in a printing apparatus.

When a trouble occurs in the printer system according to the third embodiment, the information stored in the host computer or the printing apparatus is searched for and explained in the first embodiment and the like. By obtaining necessary information in the same procedure as the above procedure, it is possible to display a troubleshooting method such as an operation error or to automatically avoid a troubleshooting.

[Fourth Embodiment] In the first to third embodiments described above, the printer, the copier, the facsimile (FAX) and other printing devices are mutually connected via a network. The trouble processing in the case of connecting and operating by connecting has been described. However, the present invention is not limited to the above embodiment, and can be applied to a case where output devices such as the printer, copier, and facsimile (FAX) are not connected via a network.

That is, a fourth embodiment according to the present invention, which is a trouble process when each output device cannot access the Internet 108 alone, will be described below with reference to FIG.

When the output device according to the fourth embodiment causes a printing trouble or the like, for example, the trouble content (for example, the service request) transmitted to the host 101 in the first embodiment as shown in FIG. The information 901) is printed.

Then, the user directly facsimiles (FAX) the printed service request information 901 to the service center, or calls the call center or the like while viewing the contents of the printed service request information 901. It is possible to obtain a troubleshooting method.

[Fifth Embodiment] In the first embodiment and the second embodiment, the trouble processing system in the network connection device has been described. In the fifth embodiment, a trouble processing system in a device not connected to a network such as a digital camera will be described.

[Configuration of Trouble Handling System] FIG.
FIG. 15 is an example of a diagram showing a system for processing a trouble that has occurred in a digital camera 1002 according to a fifth embodiment of the present invention, and is a conceptual diagram showing processing from trouble occurrence to trouble completion.

FIG. 11 is an event trace diagram for explaining a flow from the occurrence of a trouble of the digital camera 1002 to the completion of the trouble processing using the trouble processing system of FIG.

First, the system configuration of the fifth embodiment will be described with reference to FIG. In the fifth embodiment, the IP (Internet Protocol) address is "111.2.33.4
The host 1001 which is the computer of "4" and the printer 1003 of which IP address is "111.2.33.55" are on the same LAN.
1004, and the IP address “222.33.4.11”
Server 1005 of "1"
6. Furthermore, each LAN 100
4 and 1006 are connected via the Internet 1008.

[Procedure of Trouble Processing] The procedure of processing when a trouble occurs when a user uses a non-network product in the fifth embodiment of the system configuration described above will be described with reference to FIG. explain.

When a trouble occurs in a non-network product such as the digital camera 1002, the trouble content is stored in a storage unit such as a memory of the device. When a trouble occurs, the digital camera 1002 is connected to the personal computer or the printer 100 shown in the host 1001 of FIG.
3. Connect to a network product such as a copy machine (not shown), etc., and use the connection as a trigger to notify the service center if there is trouble information saved when a trouble occurs, so that automatic notification is performed. It becomes possible.

The contents executed in each of steps S1 to S10 shown in FIG. 11 are the same as the contents of steps S1 to S10 already described with reference to FIG. Therefore, the description of each step in FIG. 11 is the same as that described in FIG. 2, and the description of the trouble processing method is omitted here.

[Sixth Embodiment] In the first to fourth embodiments described above, printers, copiers, facsimile (FAX) and other output devices are mainly used in office machines. The trouble handling system has been described.

However, the above-mentioned trouble processing system is not limited to office machines, and may be used in home products such as televisions, personal computers, microwave ovens, refrigerators, washing machines, air conditioners, stereo components, electronic pianos and game machines. It may be a system. Further, the trouble processing system may be a trouble processing system for processing a trouble relating to application software operating on a personal computer, a game machine, or the like.

Therefore, a trouble handling system for household products as described above will be described below as a sixth embodiment.

The trouble processing system according to the sixth embodiment is, for example, the one shown in FIG. 1 according to the first embodiment.
And, in place of the printer 103 of FIG. 2, for example, any one of the above-mentioned household products such as a television, a personal computer, a microwave oven, a refrigerator, a washing machine, an air conditioner, a stereo component, an electronic piano, and a game machine is replaced and connected. Configuration.

Therefore, the trouble processing method in the trouble processing system according to the sixth embodiment is the same as, for example, the contents described with reference to FIGS. 1 and 2 in the first embodiment. Note that the description of the trouble processing system and the method of processing the trouble in the sixth embodiment is redundant, and a description thereof will be omitted.

[Seventh Embodiment] In the trouble processing systems according to the first and second embodiments, the trouble information is provided every time a trouble occurs in various devices. The example of notifying the center and executing the trouble processing in real time has been described. However, the present invention is not limited to the above embodiments, and can be applied to a system that does not perform trouble processing in real time.

A system according to a seventh embodiment of the present invention for performing trouble processing other than real time will be described below.

The trouble processing system according to the seventh embodiment has, for example, the same configuration as that of the first embodiment shown in FIG. However, the seventh embodiment is different from the first embodiment in that trouble processing is not performed in real time as in the first embodiment, but individual troubles that occur in a printer, for example. The number of occurrences of individual troubles occurring in the printer is counted in advance in the host computer or the like without responding in real time to the host computer. When the number of trouble occurrences exceeds a predetermined number, the troubles shown in FIGS. This is a system for executing the trouble processing described in the first embodiment by using.

Therefore, the trouble processing system according to the seventh embodiment can be said to be a system for performing a trouble processing when a trouble frequently occurs, instead of a real-time trouble processing. Except for the above difference, there is no difference between the seventh embodiment and the first embodiment.

The description of the trouble processing system and the method of processing the trouble in the seventh embodiment is the same as that of the first embodiment,
The description here is omitted.

In the above description, an example has been described in which the number of occurrences of troubles is counted in the host computer or the like in advance. However, printers, copiers, facsimile machines (FA)
X) The number of times of trouble occurrence is stored as log information in a storage device provided by X) or the like, and an inquiry can be made at an arbitrary timing of a user by a simple operation such as panel designation, button press from an application program of the host computer, or the like. Trouble processing may be performed.

As described above, in the trouble processing system of the ten finger embodiment, when a trouble occurs, the content of the trouble is automatically notified to the service center, so that the trouble of the user regarding the trouble notification can be saved. Further, by performing the trouble occurrence notification, the search of the processing method and the automation of the notification of the processing method, the optimum processing method can be determined.
It is also possible to notify the user promptly on a time basis.
Further, it is also possible to easily grasp the content of the trouble, the frequency of occurrence, the degree of urgency, etc., and to find out a radical solution to each trouble as quickly as possible in order to increase user satisfaction. .

[0113]

[Other Embodiments] It is an object of the present invention to provide a system or an apparatus with a storage medium (or a recording medium) on which a program code of software for realizing the functions of the above-described embodiment is recorded. It is needless to say that the present invention is also achieved when the computer (or CPU or MPU) of the system or the apparatus reads out and executes 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. In addition, by the computer executing the read program code, not only the functions of the above-described embodiments are realized, but also an operating system (OS) running on the computer based on the instructions of the program code. Performs part or all of the actual processing, and the processing realizes the functions of the above-described embodiments.

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

When the present invention is applied to the storage medium, the storage medium stores program codes corresponding to the above-described flowcharts (shown in FIGS. 2, 5, 8, and 11).

[0116]

As described above, according to the present invention,
It is possible to provide a trouble processing system and a control method thereof that can promptly handle the trouble when the trouble occurs.

[Brief description of the drawings]

FIG. 1 is a conceptual diagram for explaining an operation system from the occurrence of a trouble in a laser printer to the completion of a process according to a first embodiment of the present invention.

FIG. 2 is an event trace diagram for explaining an operation system from the occurrence of a trouble in the laser printer to the completion of processing in the first embodiment.

FIG. 3 is a diagram illustrating an example of information transferred to a service center according to the first embodiment;

FIG. 4 is a diagram showing an example of a UI screen for displaying a method of processing a trouble that has occurred and selecting the method according to the first embodiment;

FIG. 5 is a flowchart illustrating a diagnosis process in a service center according to the first embodiment.

FIG. 6 is a diagram illustrating an example of a UI screen for performing user registration for receiving an automatic service according to the first embodiment.

FIG. 7 is a conceptual diagram for explaining an operation system from the occurrence of a trouble in a copier or a facsimile (FAX) to the completion of processing in the second embodiment of the present invention.

FIG. 8 is an event trace diagram illustrating an operation system from the occurrence of a trouble in a copier or a facsimile (FAX) to the completion of processing in the second embodiment.

FIG. 9 is a diagram illustrating a print example in which information to be sent or notified to a service center is printed according to a fourth embodiment of the present invention.

FIG. 10 is a conceptual diagram illustrating an operation system from the occurrence of a trouble in a digital camera to the completion of a process according to a fifth embodiment of the present invention.

FIG. 11 is an event trace diagram illustrating an operation system from the occurrence of a trouble in a digital camera to the completion of processing in the fifth embodiment.

FIG. 12 is a diagram for explaining a conventional mechanism from the occurrence of a trouble to its resolution.

[Explanation of symbols]

 101 Host 102 Host 103 Printer 104 LAN 105 Server 106 LAN 107 Database 108 Internet 109 Service Center

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 2C061 AP01 HQ17 HV33 HV60 5B021 AA01 BB00 NN00 NN16 NN21 5B089 GA13 GA21 GB02 JA35 JB17 KA12 KC23 KH04 LB13 LB14

Claims (22)

[Claims] 1. A trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the user device notifies the service center of trouble information, a first transmission unit, and the service A first receiving unit for receiving information from a center; and an output unit for outputting information received by the first receiving unit. The service center stores a database for storing a troubleshooting procedure; Second receiving means for receiving information; searching means for analyzing the trouble information received by the second receiving means, accessing the database and searching for an appropriate troubleshooting measure; and searching by the searching means And second transmission means for transmitting the appropriate troubleshooting to the user device. A trouble processing system, wherein the transmitted appropriate troubleshooting procedure is received by the first receiving unit and output from the output unit, so that the appropriate troubleshooting procedure can be confirmed. 2. The apparatus according to claim 1, wherein said user apparatus further comprises a detecting means for detecting whether or not a trouble has occurred in the connected equipment. 2. The trouble processing system according to claim 1, wherein the notification is made to the service center using the notifying means. 3. The user device according to claim 1, further comprising: executing means for selecting an optimum processing measure from among the appropriate trouble processing measures displayed on the output means, and executing processing according to the optimum processing measure. The trouble handling system according to claim 1 or 2, wherein 4. The execution means for executing a process according to the optimum processing measure when an optimum processing measure is selected from the appropriate trouble processing measures displayed on the output means. The trouble processing system according to claim 1 or 2, wherein 5. The apparatus according to claim 3, wherein said executing means changes various settings of a device in which a trouble has occurred or a software program operating on said device, based on said optimum processing measure. Item 5. The trouble processing system according to Item 4. 6. The apparatus according to claim 1, wherein said output means outputs the appropriate troubleshooting procedure received by said first receiving means by voice.
The trouble handling system described in (1). 7. The trouble processing system according to claim 6, wherein said output means displays and outputs said appropriate trouble processing measures received by said first receiving means. 8. The apparatus according to claim 1, wherein the second transmitting means converts the data describing the appropriate processing measure into a predetermined format and transmits the data to the user device. The trouble processing system according to any one of the above. 9. The trouble processing according to claim 1, wherein said second transmission means converts the data of the trouble information into an electronic mail format and transmits the data. system. 10. The trouble processing system according to claim 9, wherein said second transmitting means further comprises facsimile transmitting means for facsimile transmitting said trouble information data. 11. An error count updating means for counting up the number of errors corresponding to a trouble handling measure in the case of a trouble corresponding to a trouble handling measure held by the analysis result of the trouble information. The trouble processing system according to any one of claims 1 to 10, further comprising: 12. The apparatus according to claim 1, wherein said search means further includes an additional means for adding said new content to said database in the case of a trouble of a new content which does not correspond to a trouble handling measure held by the analysis result of said trouble information. Claim 1
The trouble processing system according to claim 1. 13. The trouble processing system according to claim 1, wherein the trouble information includes model information, error information, setting information, and user information. 14. The trouble processing system according to claim 13, wherein said model information includes a product ID, a version, configuration information, a use environment, an operation purpose, and a purchase date. 15. The trouble processing system according to claim 13, wherein said error information includes an error ID and an occurrence date and time. 16. The trouble processing system according to claim 13, wherein said setting information includes driver setting information and a status of a printer. 17. The trouble processing system according to claim 13, wherein said user information includes a user name, an address, a telephone number, and a mail address. 18. A server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the server provided in the service center comprises: a database for storing trouble processing measures; A receiving unit that receives the trouble information notified from the user device; a search unit that analyzes the trouble information received by the receiving unit, accesses the database, and searches for an appropriate trouble processing measure; A transmission unit for transmitting the appropriate troubleshooting procedure retrieved by the retrieval unit to the user device, a server used in the troubleshooting system. 19. A control method for a trouble processing system which can connect a user device and a service center via a communication medium, the user device comprising: a first transmitting step of notifying the service center of trouble information; A first receiving step of receiving information from the service center; and an output step of outputting the information received by the first receiving means. The service center includes: A second receiving step of receiving the trouble information; a searching step of analyzing the trouble information received in the second receiving step, accessing the database and searching for an appropriate trouble processing measure; A second transmitting step of transmitting the appropriate troubleshooting procedure retrieved in the step to the user device, wherein the user device Controlling the trouble processing system, wherein the appropriate trouble processing measure transmitted from the center is received in the first receiving step and output from the output step so that the appropriate trouble processing measure can be confirmed. Method. 20. A method for controlling a server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the server provided in the service center stores a trouble processing measure. And a receiving step of receiving the trouble information notified from the user device; and a analyzing step of analyzing the trouble information received in the receiving step and accessing the database to search for an appropriate trouble processing measure. And a transmitting step of transmitting the appropriate troubleshooting procedure searched for in the searching step to the user device, a server control method used in the troubleshooting system. 21. A storage medium storing a control program for controlling a trouble processing system capable of connecting a user device and a service center via a communication medium, the control program comprising: A code of a first transmission step of notifying trouble information, and a second code of the service center receiving the trouble information
And a search step of analyzing the trouble information received in the second reception step, accessing a database of the service center storing the trouble measures, and searching for an appropriate trouble measure. A code of a second transmitting step of transmitting the appropriate troubleshooting procedure searched for in the searching step to the user device; and a first receiving step of receiving information from the service center of the user device. And a code for an output step of outputting information received by the first receiving means, wherein the appropriate troubleshooting procedure transmitted from the service center is transmitted to the user apparatus in the first receiving step. And outputting from the output step so that the appropriate troubleshooting can be confirmed. 22. A storage medium storing a control program for controlling a server used in a trouble processing system capable of connecting a user device and a service center via a communication medium, wherein the control program is the user device. The code of the receiving step of receiving the trouble information notified from the, and analyzing the trouble information received in the receiving step, accessing the database that stores the trouble processing measures of the server provided in the service center, and appropriately accessing A storage medium, comprising: a search step code for searching for a proper troubleshooting procedure; and a transmission step code for transmitting the appropriate troubleshooting procedure searched for in the searching step to the user device.