JP2004078846A - Network-connected equipment, method for collecting information for remote control diagnosis in equipment, and remote control diagnostic method and device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To allow information exchange concerned in network-connected equipment, and to receive effective consultation service. <P>SOLUTION: The accurate information exchange concerned in the network-connected equipment is allowed by selection-operating a specified menu added to an equipment setting screen generated by a browser in an information collecting part 11 of the network connection equipment 1, by collecting control information for conducting communication with a remote control diagnostic device 2, and by notifying it to the remote control diagnostic device 2 via the information collecting part 11. An equipment setting part 13 conducts the optimum equipment setting reflected with a diagnostic result by the remote control diagnostic device 2 based on the control information, and based on a reply electronic mail from the remote control diagnostic device 2. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a network-connected device, an information collection method for remote management diagnosis in the device, a remote management diagnosis method, and a remote management diagnosis device.
[0002]
[Prior art]
As broadband services and end terminals have become cheaper, general users without advanced knowledge have the opportunity to build difficult, diverse and complex communication environments and services related to networks, communication devices, personal computers, and application services. Is growing.
[0003]
Maintenance of compatibility, operation check, upgrade support, etc., and troubleshooting in the event of a new installation of communication software or device control software on a network connection device are troublesome and specialized knowledge for ordinary home users. It is a work that requires. Therefore, there is a possibility that sufficient service merits cannot be provided, such as causing trouble due to installation failure.
[0004]
[Problems to be solved by the invention]
If a general user has trouble when constructing a network, the help desk support center (such as a manufacturer or network provider that provides related products and services) Organization) by telephone, etc. and seek consultation on how to deal with it, but it is difficult for users without advanced knowledge to accurately and accurately understand the settings and equipment status of personal computers and communication devices, etc. Met.
[0005]
SUMMARY OF THE INVENTION The present invention has been made in view of the above circumstances, and when diversifying and upgrading network connection equipment at a general user's home, new or upgraded network connection equipment can quickly exchange information with a technician having advanced technical skills. , By providing an environment that performs accurately, enables accurate information exchange related to network-connected equipment, and enables effective consulting services to be provided. An object of the present invention is to provide a collection method and a remote management diagnostic device for a network connection device.
[0006]
[Means for Solving the Problems]
In order to solve the above-mentioned problem, the present invention is a network connection device which is connected to a remote management diagnostic device via a communication network, and is capable of performing device setting using two-way communication by e-mail and a browser. Management information collecting means for collecting management information necessary for performing communication with the remote management diagnosis device by selecting and operating a specific menu added to the device setting screen generated by the management information collection device; Management information transmitting means for automatically generating an e-mail reflecting the management information collected by the means and transmitting the electronic mail to the remote management diagnostic device.
[0007]
According to the present invention, the management information collecting means selects management information necessary for communicating with the remote management diagnostic device by selecting and operating a specific menu added to the device setting screen generated by the browser. By collecting and reporting by e-mail to the remote management diagnostic device via the management information transmitting means, it is possible to provide a network-connected device that enables accurate information exchange relating to the network-connected device.
Here, the “network connection device” refers to a device including a PC as a device main body and a communication device such as a router or a modem. It is also possible to send an e-mail to the Help Desk Support Center via a communication network, and register the device setting information in the Help Desk Support Center in advance so that the browser can be used when setting up the device. Is used to select a target device and transmit the information to download the setting information, and to perform device setting.
[0008]
Further, in the present invention, the apparatus further comprises device setting means for reflecting a diagnosis result by the remote management diagnosis device based on the management information, and performing optimum device setting based on a reply e-mail from the remote management diagnosis device. It is characterized by.
[0009]
According to the present invention, the device setting means can manually set the device based on the reply e-mail from the remote management diagnostic device, or open the file based on the reply e-mail attached and transmitted. An optimal device setting is automatically performed, thereby enabling accurate information exchange relating to the network-connected device, and providing a network-connected device capable of receiving an effective consulting service by a remote management diagnostic device. Can be.
[0010]
In order to solve the above-described problems, the present invention is a remote management diagnostic device which is connected to a network connection device via a communication network and is capable of two-way communication by e-mail, transmitted from the network connection device, Based on management information necessary for performing communication with the network device, detailed information obtaining means for obtaining detailed information for connecting to the network device registered in advance, and detailed information obtained by the detailed information obtaining means. Device setting information transmitting means for generating a reply e-mail in which the diagnosis result is reflected and describing the contents of the setting change and transmitting the reply e-mail to the network-connected device.
[0011]
According to the present invention, the device setting information transmitting unit generates a reply e-mail in which the diagnosis result based on the detailed information acquired by the detailed information acquiring unit is described, and describes the setting change content, and transmits the reply e-mail to the network-connected device. Thus, an optimal communication environment can be constructed by manually changing the settings by the user himself based on the reply mail in which the details of the setting changes are described.
[0012]
Further, the present invention is a remote management diagnostic device which is connected to a network connection device via a communication network and is capable of two-way communication by e-mail, and communicates with the network device transmitted from the network connection device. From the management information necessary for performing, the detailed information obtaining means for obtaining detailed information for connecting to the network device registered in advance, and the detailed information obtained by the detailed information obtaining means, A device setting program transmitting means for generating a device setting program for automatically changing settings, attaching the device setting program to a reply e-mail, and transmitting the device setting program to the network-connected device.
[0013]
According to the present invention, the device setting program transmitting means generates a device setting program for automatically changing the setting of the network-connected device based on the detailed information obtained by the detailed information obtaining means, and attaches the device setting program to a network by e-mail. By transmitting to the connected device, the user who has received the application for automatically executing the setting change in the form of an attached file can automatically construct the optimum communication environment for the network connected device.
Here, the "detailed information" refers to information for device setting, such as an address and routing information when a target network connection device is installed or changed by a help tes support center such as a manufacturer or a service provider. .
[0014]
In order to solve the above-mentioned problems, the present invention provides a remote management diagnosis method for a network-connected device, which is connected to a remote management diagnosis device via a communication network and is capable of bidirectional communication by e-mail and device setting using a browser. A step of collecting management information necessary for communicating with the remote management diagnostic device by selectively operating a specific menu added to a device setting screen generated by the browser; and Automatically generating an electronic mail on which the management information is reflected and transmitting the electronic mail to the remote management diagnosis device.
[0015]
Further, in the present invention, the collected management information includes at least device main body information relating to connection with a communication device constituting the network connection device, and setting information and version information of the communication device constituting the network connection device. It is characterized by the following.
[0016]
In order to solve the above-mentioned problem, the present invention provides a remote management diagnosis method for a remote management diagnosis device that is connected to a network connection device via a communication network and is capable of performing two-way communication by email. A step of obtaining detailed information for connecting to the network device registered in advance from management information necessary for performing communication with the network device transmitted from the connected device, and a diagnosis based on the obtained detailed information The result is reflected, and a reply mail in which the setting change is described is generated and transmitted to the network-connected device, or a device setting program for automatically changing the setting of the network-connected device is generated, and the device setting program And sending the reply message to the network connection device by attaching the reply message to a reply mail. And wherein the door.
[0017]
BEST MODE FOR CARRYING OUT THE INVENTION
FIG. 1 is a block diagram showing the internal configuration of a network connection device and a remote management diagnosis device of the present invention by developing their functions.
Note that the remote management diagnostic apparatus of the present invention is mounted on a server of a help desk support center, such as a maker or a service provider who wants to receive support, and is connected to a network (NW) connection device 1 owned by a user. , And an IP (Internet Protocol) network 3. Further, the network connecting device 1 here refers to a device having a PC as a device main body and a communication device such as a router or a modem, and is addressed from the network connecting device 1 to the help desk support center via the IP network 3. The device can be sent by e-mail, and the device setting information is registered in advance in the help desk support center, so that the device can be selected using a browser when setting the device, and the information Is transmitted, the setting information is downloaded, and the device setting can be performed.
[0018]
The network connection device 1 of the present invention includes a management information collection unit 11, a management information transmission unit 12, a device setting unit 13, and a management information DB 14.
The management information collecting unit 11 has a function of collecting management information necessary for communicating with the remote management diagnostic device 2 by selecting and operating a specific menu added to the device setting screen generated by the browser. The management information transmitting unit 12 has a function of automatically generating an e-mail in which the management information collected by the management information collecting unit 11 is reflected and transmitting the generated e-mail to the remote management diagnostic device 2.
Further, the device setting unit 13 has a function of reflecting a diagnosis result by the remote management diagnosis device 2 based on the management information and performing an optimum device setting based on a reply electronic mail from the remote management diagnosis device 2.
The management information collected by the management information collection unit 11 includes at least device main body information relating to connection with the communication device constituting the NW connected device 1 and setting information and version information of the communication device constituting the NW connected device 1. And stored in the management information DB 14.
[0019]
The remote management diagnostic device 2 of the present invention includes a detailed information acquisition unit 21, a device setting information transmitting unit 22, a device setting program transmitting unit 23, and a detailed information DB 24.
The detailed information acquisition unit 21 has a function of acquiring detailed information for connecting to a pre-registered NW device from management information necessary for communicating with the NW device 1 transmitted from the NW connection device 1. Have.
Further, the device setting information transmitting unit 22 has a function of generating a reply mail in which a diagnosis result based on the detailed information acquired by the detailed information acquiring unit 21 is described, and describing a setting change content, and transmitting the reply mail to the NW connected device 1. The device setting program transmitting unit 23 generates a device setting program for automatically changing the settings of the NW connected device 1 based on the detailed information acquired by the detailed information acquiring unit 21, attaches the device setting program to a mail, and It has a function of transmitting to the connected device 1.
Note that the device setting information transmitting unit 22 and the device setting program transmitting unit 23 do not necessarily have to be provided as a pair, and either one may be used. Further, the detailed information DB 24 stores in advance detailed information such as addresses and routing information for installing or changing the target NW connected device possessed by the help tes support center.
[0020]
2 is a flowchart cited for explaining the operation of the embodiment of the present invention. FIGS. 3 to 7 are web setting screens (FIG. 3) displayed on the screen of the NW connection device 1 or mail screens (FIG. 3). FIGS. 4 to 7) are diagrams illustrating an example.
Hereinafter, the operation of the network connecting device 1 and the remote management diagnostic device 2 of the present invention shown in FIG. 1 will be described in detail with reference to FIGS.
[0021]
In the present invention, as shown in FIG. 3, a "consulting menu" is added as a specific menu to the browser device setting screen menu for accessing the help desk support center, in addition to ordinary simple settings and detailed settings.
When this “consulting menu” is selected (clicked) by the user who owns the NW connection device 1 (step S21 Yes), connection with a communication device such as a router or a modem is performed by an application program built in the NW connection device 1. The system information of the device main body (PC) and the setting and version information of these communication devices are investigated and collected (step S22).
The collection of this information is performed by the management information collection unit 11 which detects that the “consulting menu” has been selected and operated, and the management information transmission unit 12 provides the minimum necessary information for communication (PC system information). In addition, an e-mail in which the setting information and version information of the communication device are described as management information is automatically newly created and transmitted to the help tech support center (step S23). An example of the newly created e-mail is shown in FIGS.
[0022]
As a result, the help desk support center (remote management diagnosis device 2) that has received the e-mail in which the management information is described can answer appropriate advice based on accurate information on the user environment.
The answer from the help desk support center can be made by a reply e-mail shown in FIGS. 6 and 7, or by various methods such as telephone contact and facsimile.
Here, the method using the reply e-mail is adopted, and the NW connection device 1 that has received the reply e-mail generated by the remote management diagnostic device 2 (step S24 Yes) further attaches a file to the reply e-mail. It is checked whether or not the file is attached (step S25). If the file is not attached, the device is manually set based on the contents described in the reply e-mail shown in FIG. 6 (step S26). The above-described reply e-mail is transmitted by the device setting information transmitting unit 22 of the remote management diagnostic device 2, and the NW connected device 1 transmits the reply e-mail to the device setting unit 13 based on the device setting information described in the received reply e-mail. Make device settings.
[0023]
Since the help desk support center (remote management diagnosis device 2) holds the detailed information on the user environment in the detailed information DB 24 in advance, it is possible to construct an application program that can automatically change the setting of the corresponding network connection device 1.
The remote management diagnosis device 2 can automatically construct an optimal environment simply by attaching the application program to the reply mail and simply clicking the attached file by the user.
The above-mentioned reply electronic mail with the attached file of the application program is transmitted by the device setting program transmitting unit 23 of the remote management diagnostic device 2, and the NW connected device 1 receives the attached electronic mail with the attached file and attaches it by the user. Optimal device settings are automatically executed by the device setting unit 13 started by opening the file (step S27) (step S28).
[0024]
As described above, the present invention is to promptly and accurately exchange information with a technician having a high level of technical expertise when newly introducing or upgrading a diversified and sophisticated network connecting device in a general user's home. Thus, accurate information exchange relating to the network connecting device is enabled, and an effective consulting service is enjoyed.
According to the above-described embodiment of the present invention, only a simple device setting has been described. However, even when a failure occurs in the device, the setting information can be quickly restored by the same procedure.
Also, as shown in FIG. 1, a management information collection unit 11, a management information transmission unit 12, a device setting unit 13, and a detailed information acquisition unit 21, which configure the remote management diagnosis device 2, which configure the NW connected device 1, Recording a procedure executed by each of the device setting information transmitting unit 22 and the device setting program transmitting unit 23 on a computer-readable recording medium, and causing a computer system to read and execute the program recorded on the recording medium. Thus, a network connection device or a remote management diagnostic device of the present invention is realized. Here, the computer system includes an OS and hardware such as peripheral devices.
[0025]
The “computer system” also includes a homepage providing environment (or a display environment) if a WWW system is used.
The “computer-readable recording medium” refers to a portable medium such as a flexible disk, a magneto-optical disk, a ROM, and a CD-ROM, and a storage device such as a hard disk built in a computer system. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) inside a computer system which is a system or a client when a program is transmitted through a network such as the Internet or a communication line such as a telephone line. In addition, programs that hold programs for a certain period of time are also included.
[0026]
Further, the above program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting a program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line.
Further, the program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.
[0027]
As described above, the embodiments of the present invention have been described in detail with reference to the drawings. However, the specific configuration is not limited to the embodiments, and includes a design and the like within a range not departing from the gist of the present invention.
[0028]
【The invention's effect】
As described above, according to the present invention, information required for the help desk support center can be automatically and easily reported by e-mail when a diversified and original customized user environment is to be constructed. A user who does not have this can notify a communication device maker or a network provider having a high level of specialized technical skill of an accurate system environment, thereby enjoying effective consulting advice.
Further, by receiving a reply e-mail from the help desk support center describing the contents of the setting change, the user can manually change the setting, or the help desk support center automatically executes the setting change. When the application is transmitted in the form of an attached file, the user can automatically change the device settings simply by clicking the attached file. This makes it possible to efficiently avoid troubles caused by compatibility between devices and complicated settings.
[Brief description of the drawings]
FIG. 1 is a block diagram showing the internal configuration of a network connection device and a remote management diagnostic device according to the present invention by developing the functions thereof.
FIG. 2 is a flowchart cited for explaining operations of the network connection device and the remote management diagnostic device shown in FIG. 1;
FIG. 3 is a diagram cited for explaining a menu “consulting” added to a browser setting screen according to the present invention.
FIG. 4 is a diagram showing an example of an electronic mail automatically generated by a network connection device in the present invention.
FIG. 5 is a diagram showing an example of an e-mail automatically generated by a network connection device in the present invention.
FIG. 6 is a diagram showing an example of a reply e-mail automatically generated by the remote management diagnosis device in the present invention.
FIG. 7 is a diagram showing an example of a reply e-mail automatically generated by the remote management diagnosis device in the present invention.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 ... Network (NW) connection apparatus, 2 ... Remote management diagnostic apparatus, 3 ... IP network, 11 ... Management information collection part, 12 ... Management information transmission part, 13 ... Device setting part, 14 ... Management information DB, 21 ... Details Information acquiring unit, 22: device setting information transmitting unit, 23: device setting program transmitting unit, 24: detailed information DB

Claims (7)

The remote management diagnostic device is a network-connected device that is connected via a communication network and is capable of performing device settings using two-way communication by e-mail and a browser.
Management information collecting means for collecting management information necessary for performing communication with the remote management diagnosis device by a specific menu added to a device setting screen generated by the browser being selected and operated,
Management information transmitting means for automatically generating an e-mail reflecting the management information collected by the management information collecting means and transmitting the electronic mail to the remote management diagnostic device;
A network connection device comprising: A device setting unit that reflects the diagnosis result by the remote management diagnostic device based on the management information and performs optimal device setting based on a reply e-mail transmitted from the remote management diagnostic device,
The network connection device according to claim 1, further comprising: A remote management diagnostic device connected to a network connection device via a communication network and capable of two-way communication by e-mail,
From the management information required to communicate with the network device, transmitted from the network connection device, from the management information necessary for performing communication with the network device, detailed information obtaining means for obtaining detailed information for connecting to the previously registered network device,
A device setting information transmitting unit that reflects a diagnosis result based on the detailed information obtained by the detailed information obtaining unit, generates a reply mail in which a setting change content is described, and transmits the generated reply mail to the network connection device,
A remote management diagnostic device comprising: A remote management diagnostic device connected to a network connection device via a communication network and capable of two-way communication by e-mail,
From the management information required to communicate with the network device, transmitted from the network connection device, from the management information necessary for performing communication with the network device, detailed information obtaining means for obtaining detailed information for connecting to the previously registered network device,
A device that generates a device setting program for automatically changing the settings of the network-connected device based on the detailed information obtained by the detailed information obtaining unit, attaches the device setting program to a return e-mail, and transmits the device setting program to the network-connected device. Setting program transmission means,
A remote management diagnostic device comprising: The remote management diagnostic device is a remote management diagnosis method for a network-connected device, which is connected via a communication network and is capable of two-way communication by email and device setting using a browser.
A step of collecting management information necessary for performing communication with the remote management diagnosis device by a specific menu added to a device setting screen generated by the browser being selected and operated,
A step of automatically generating an e-mail reflecting the collected management information and transmitting the generated e-mail to the remote management diagnostic device,
An information collection method for remote management diagnosis in a network-connected device, comprising: The collected management information includes:
6. The network connection device according to claim 5, further comprising at least device main body information relating to connection with a communication device forming the network connection device, and setting information and version information of the communication device forming the network connection device. Remote management diagnosis method. A remote management diagnostic method for a remote management diagnostic device connected to a network connection device via a communication network and capable of two-way communication by e-mail,
From the management information required to communicate with the network device, transmitted from the network connection device, a step of obtaining detailed information for connecting to the network device registered in advance,
A diagnostic result based on the acquired detailed information is reflected, and a reply mail in which the setting change content is described is automatically generated and transmitted to the network-connected device, or a device setting for automatically changing the setting of the network-connected device Generating a program, sending the device setting program to the network-connected device attached to a reply e-mail,
A remote management diagnostic method, comprising:

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