JP2004139500A - Software troubleshooting support program and system, and computer - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a software troubleshooting support tool capable of automatically obtaining information needed to deal with or solve a software trouble and report this information to a support center and greatly reducing a time needed for the support center to deal with it, even if a user does not examine the operation environment of a computer. <P>SOLUTION: The software troubleshooting support tool supports to resolve a trouble with software operating on a user computer. The tool includes a trouble-seeking e-mail creating means which is activated by a user's instruction or an instruction from a trouble detecting means to collect software trouble seeking information based on information stored in the user computer and to automatically create an e-mail with the trouble seeking information as text or an attached file, and a trouble-seeking e-mail sending means which sends the e-mail to a destination. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a software trouble solving support tool, a system, and a method having a function of automatically collecting information for pursuing a cause of a trouble occurring in software and transmitting the information to a destination.
[0002]
[Prior art]
Software operating on a computer is roughly classified into “system software” including basic software such as an OS (operating system) and middleware, and “application software” called application software. Here, a conventional method for dealing with a failure in the application software will be described for application software directly used by general users.
[0003]
Conventionally, if a problem has occurred with application software purchased by a general user and a problem that cannot be resolved by yourself has occurred, contact the support center that provided the application software by telephone or facsimile to check the problem status. It is common practice to perform complicated exchanges, such as telling the support center staff a response method. As a method of notifying the trouble status verbally, for example, enter necessary items such as hardware configuration and symptoms in a trouble diagnosis table prepared by the support center, and send the trouble diagnosis table by facsimile, etc. Is known (for example, see Non-Patent Document 1).
[0004]
[Non-patent document 1]
Content of disclosure of VAIO customer link on the website of Sony Corporation: Step 3 of description of "free repair rule" and description of "VAIO chart", [Searched October 15, 2002], Internet <URL: http: // vcl. vio. sony. co. jp / repair2 >>
[0005]
[Problems to be solved by the invention]
By the way, the failure of the application software is caused not only by the bug of the application software itself, but also by the hardware failure, the bug of the basic software, and the operating environment (insufficient resources of the storage medium). There are various causes, such as those caused by operational errors and operation errors, and detailed information such as the operating environment and the situation at the time of the failure is often required to find out the cause. However, it is very difficult for general users to accurately transmit such information to the support center. In addition, it is troublesome to fill in necessary items in a trouble diagnosis table or the like and transfer the information by facsimile or mail, and it is difficult for a user without some knowledge to fill in the necessary items. Further, under the present circumstances, it is often impossible to determine the cause of the failure only by the information in the diagnosis table. In addition, while performing various operations to obtain detailed information, there is also a problem that necessary information at the time of a failure is lost, and the cause cannot be pursued. In addition, there is also a problem that, even when a call is made to the support center, it is often difficult to make a call during a call, and even if the call is made, it is often not resolved unless a long-time communication is performed.
[0006]
The present invention has been made under the circumstances described above, and an object of the present invention is to automatically obtain information necessary for troubleshooting and solving software problems without a user having to check a computer operating environment or the like. It is an object of the present invention to provide a software trouble-shooting support tool that can promptly notify the support center side and greatly reduce the response time of the support center side.
[0007]
[Means for Solving the Problems]
The present invention relates to a software trouble-solving support tool, a system, and a method for supporting the solution of a trouble occurring in software running on a user computer, and the above object of the present invention relates to a software trouble-solving support tool. , Which is activated by a user's instruction or a command from the failure detection means, collects the failure seeking information of the software based on the stored information of the user computer, and automatically generates the failure seeking information as an e-mail. This is achieved by having a failure pursuit e-mail generation unit and a failure pursuit e-mail transmission unit for transmitting the e-mail to the destination.
[0008]
Further, the failure pursuit e-mail generation means has a function of acquiring a hard copy of a screen displayed at the time of occurrence of a failure of the software as an element of the failure pursuit information, and generating it as an attached file of the e-mail. The fault pursuit e-mail generation means collects operating environment information including hardware information and system information of the user computer as elements of the trouble pursuit information and generates the e-mail text or an attached file; Having a function; the failure pursuit e-mail generation means collects information of the application software running at the time of the failure occurrence as an element of the failure pursuit information, and executes the application software running concurrently at the time of the failure occurrence The operating software list information that can identify the Having a function of generating as a file; the failure pursuit e-mail generation means collects information of application software installed in the user computer as an element of the failure pursuit information, and is installed when the failure occurs It has a function of generating, as a text or an attached file of the electronic mail, the installed software list information that can specify each application software.
[0009]
Further, the trouble seeking e-mail generating means has a function of collecting file information of a file arbitrarily set by a user as an element of the trouble seeking information and generating the file information as a text or an attached file of the e-mail. The failure pursuit e-mail generating means has a function of acquiring a file arbitrarily set by a user as an element of the trouble pursuit information and generating the file as an attached file of the e-mail; The operation mode including the destination of the failure pursuit information element to be transmitted can be arbitrarily set; the start-up is performed by a user's one operation instruction, and the collection of the failure pursuit information is performed electronically. A series of processes from generation and transmission of mail are executed; A failure detection function including a logical error detected by itself, wherein the activation is performed by a command from the software or other software, and a series of processes from collection of the information for pursuing the failure to generation and transmission of an e-mail. The software trouble-solving support tool is a program for causing the user computer to function as the trouble-shooting e-mail generating means and the trouble-shooting e-mail transmitting means; Thus, each is more effectively achieved.
[0010]
Further, with respect to the software trouble solving support system, a user computer equipped with the software trouble solving support tool, a trouble pursuit e-mail receiving means for receiving the e-mail from the user computer, and a trouble included in the e-mail A trouble solving e-mail replying means for replying to the user computer with the information relating to the trouble solving or the coping software created based on the pursuit information as a text or an attached file of an e-mail to the user computer; Achieved by having a computer.
[0011]
Further, the software trouble solving support method includes at least a hard copy of a screen displayed when a trouble occurs in the software based on information stored in the user computer, which is started by a user's instruction or a command from the trouble detecting means. This is achieved by collecting fault seeking information and transmitting the fault seeking information as an e-mail to the destination. Further, a program for causing the computer to execute the steps is started by a user's one operation instruction, and a series of processes from generation to transmission of the e-mail are automatically executed. Achieved more effectively.
[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
The software failure resolution support tool according to the present invention is intended to be used as a support tool for solving a failure, including pursuit of a cause and emergency measures when an abnormality occurs in software. The main function is to provide the software developer etc. with all necessary information for pursuing the cause of the trouble for the various troubles of the software. It has a function to mechanically collect fault seeking information required for fault resolution and send it to the destination as an e-mail so that quick response can be taken. In the present embodiment, the software trouble solving support tool is software constituted by a program to be executed by a user computer, such as a general user's personal computer, a development computer, a business computer, various servers, and the like. The present invention is applied to various information processing apparatuses capable of controlling execution of a computer program. The present invention also includes a method using a software trouble solving support tool and a system that supports trouble solving based on information from the tool.
[0013]
Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the drawings.
[0014]
FIG. 1 is a schematic diagram showing an example of the overall configuration of a system according to the present invention. Each user computer 1 (hereinafter, referred to as a “client”) such as a personal computer is connected via a communication network 2 such as the Internet. It is connected to a computer 20 for supporting troubleshooting. The software failure resolution support tool 10 is installed in the client 1 and automatically collects information for pursuing a failure that has occurred in software running on the client 1, and transmits the e-mail as a text or an attached file of the e-mail. Mi is transmitted to the support center side (the mail server of the trouble solving support computer 20 in this example). The support center analyzes the failure based on the failure pursuit information included in the e-mail, and sends the information relating to the resolution of the failure and / or the handling software to the transmission source client 1 via the e-mail Mo. Will be sent back.
[0015]
FIG. 2 is a block diagram showing an example of a configuration of a main part of the software failure solution support tool according to the present invention. The software trouble-shooting support tool 10 collects software trouble-shooting information based on the stored information of the client 1 and automatically generates the trouble-shooting information as an e-mail. A failure pursuit e-mail transmission means 12 for transmitting the e-mail to the destination. The information for pursuing a failure to be collected includes a hard copy of a screen displayed when a software failure occurs (image data of the screen), operating environment information including hardware information of the client 1 and system information, and operation when a failure occurs. Information on application software installed, information on application software installed in the client 1, file information on files set arbitrarily by the user, files set arbitrarily by the user, etc., necessary for pursuit of troubles, emergency measures and solutions All of this information (or selectively set information) is generated as a text or an attached file of an e-mail, and transmitted to the corresponding destination by e-mail.
[0016]
In the present invention, the information collection processing is started by a user's one operation start instruction or a start instruction from a failure detection means so that any abnormality can be promptly dealt with in the software running on the client 1. A series of processes of the software failure solution support tool 10, from the collection of information for pursuing a failure to the generation and transmission of an e-mail, are executed. The failure detection means referred to here is a failure detection function including a logical error detected by the software in which the failure has occurred, or a failure detection function of another software or hardware. If a failure is detected, a software failure is detected. The process of the solution support tool 10 is automatically started. The software trouble solving support tool 10 is realized by software that operates independently as a task different from various application software. However, the software trouble resolution support tool 10 is displayed so that it can be provided as a support tool for specific application software (application software). It is possible to arbitrarily set the provider information such as the name of the provider of this tool and the product name displayed on the device. In addition to the above-described provider information, the user can also arbitrarily set the operation mode of the destination of the failure seeking information, the failure seeking information to be transmitted, and the like. For example, when there are a plurality of pieces of software related to a trouble and transmission is performed to a plurality of destinations, the operation of (a) transmission to the destination according to a start instruction, and (b) an operation of changing the destination or the like are repeated, so that a plurality of destinations are transmitted. In this case, the corresponding information for pursuing a fault can be transmitted.
[0017]
FIG. 3 shows an example of the configuration of the trouble solving support computer 20. The trouble solving support computer 20 includes one or more computers having functions such as a receiving mail server, a sending mail server, a database server having accumulated information for trouble solving, a web server, and a computer for trouble analysis. The main means are: a failure pursuit e-mail receiving unit 21 for receiving the e-mail from the client 1; and information relating to the resolution of the failure created based on the failure pursuit information included in the e-mail. A failure solving e-mail reply means 22 for returning the software to the client 1 as a text or an attached file of the e-mail is provided. The computer 20 for assisting in troubleshooting can be partially automated. For example, the computer 20 is provided with a cause analyzing means to automatically analyze the cause from an error message or version information of each software included in the information for troubleshooting. If it is possible, a response e-mail is generated and transmitted with the information or software related to the solution of the trouble as a text or an attached file of the e-mail.
[0018]
A basic operation example of the client 1 in which the software failure solution support tool 10 is mounted in the above configuration will be described along the flow of the flowchart of FIG.
[0019]
In the standby state of the software failure solution support tool 10, for example, an operation window of the transmission button a1 and the setting button a2 as shown in FIG. 5 is displayed on the screen of the client 1, and usually, when the transmission button a1 is pressed. At the same time, a hard copy of the screen is obtained (step S1), and other information for troubleshooting such as system information is collected (step S2), generated as an e-mail (step S3), and SMTP which is an Internet mail transmission protocol is used. Then, the e-mail is automatically transmitted to the designated address set in advance (step S4), and the processing related to collection and transmission of the information for troubleshooting is ended. That is, the user can transmit information necessary for support to the support center with one operation instruction (one click). When the software trouble solving support tool 10 is incorporated as, for example, OEM (Original Equipment Manufacturing), the above-described processing is started not by pressing the send button a1 but by a command of the incorporated application software (application) to pursue the trouble. It is also possible to automatically execute a series of processes from collection of usage information to generation and transmission of e-mail.
[0020]
Next, a detailed example of the operation will be described with reference to the flow charts of FIGS. Note that the order of each processing is not limited to this example, and a form in which parallel processing is performed is also included in the present invention.
[0021]
In response to a user's instruction or a command from software failure detection means such as application software, the software failure resolution support tool 10 first checks whether the hard copy acquisition flag is on (step S11). In order to make it possible to recognize what kind of error message is displayed on the screen at the time of the failure, what kind of operation is being performed, and the like, the information of “hard copy of the screen” of the client 1 is obtained (step S12). The file is converted into a general-purpose file format (for example, JPEG) and stored as a temporary file (steps S13 and S14). Subsequently, as system information indicating what kind of system the client 1 is, information on basic software (in this example, information on the OS, Windows type, version, service pack, etc. of Microsoft Corporation in the United States), Browser information (in this example, information such as the version of Internet Explorer of Microsoft Corporation in the United States) and access information used for data access such as a relational database and e-mail (in this example, version of ADO: ActiveX Data Objects of Microsoft Corporation in the United States) Etc.) are obtained (steps S21 to S23).
[0022]
Further, as "hardware information" of the client 1, a computer name, a user name, CPU information (bender, model, clock number of CPU), RAM information (memory capacity, etc.), display information (resolution, number of colors, etc.), printer Information of peripheral devices such as information (model of the installed printer, etc.) is acquired (steps S31 to S34). Further, as the "network information" of the client 1, information such as a host name, an IP address which is an address for specifying a communication partner, and a MAC address (Media Access Control Address) which is a physical address unique to the network device are respectively obtained ( Steps S41 to S43 in FIG. 7). Further, as "drive information" for enabling recognition of whether or not there is enough free space to execute the system, the effective drive, the type of each drive, the capacity of each drive, and the free space of each drive are used. Information and the like are obtained (steps S51 to S53).
[0023]
In addition, in order to be able to specify which application software was operating (parallel operation) at the same time as the application software in which the malfunction occurred, the information of each running application software was used as "executing process information". It is collected as list information (step S61), and installed application software indicating which other application software is installed is acquired as installed software list information so that the presence or absence of software conflict can be recognized. (Step S62).
[0024]
Subsequently, it is checked whether or not the file acquisition information flag is on (step S71). If it is on, the file information is set as "file information", such as version information of the file, time stamp, file size, connection / embedding state of the object, and the like. (Object Linking and Embedding: also referred to as OCX), information of a dynamic link library (DLL: Dynamic Link Library), and the like. A plurality of files can be arbitrarily set by the user (including the developer and provider of the tool) as the acquisition target of the file information, and can be specified at the time of transmission by operating the setting button a2 in FIG. Has become. For example, when the file is provided as a utility of the application software, a file related to the application software may be set in advance (step S72).
[0025]
Subsequently, a mail session is started (step S81 in FIG. 8), and an e-mail is generated using the collected information for pursuing a failure as a text or an attached file (step S82). In this example, information other than the screen hard copy is described as the mail text (step S83). If the hard copy acquisition flag is on, the screen hard copy file temporarily saved in step S14 is attached to the e-mail attached file. (Steps S84 and S85). Subsequently, it is checked whether or not the attachment flag of the arbitrary file is on (step S86). If it is on, the arbitrary file is attached to the e-mail. The arbitrary file referred to here is a file arbitrarily set by a user (including a provider of this tool), and a plurality of files can be attached. This designation can also be designated at the time of transmission by operating the setting button a2 in FIG. 5, similarly to the file information (step S87).
[0026]
When the above-described e-mail generation processing is completed, an e-mail having the information Mia as a body as shown in FIGS. 9 and 10 is transmitted to the destination (step S88). Then, the mail session is terminated (step S89), and if the hard copy acquisition flag is on, the temporary file of the hard copy is deleted (steps S91, S92), and all the processes are terminated.
[0027]
In the above-described embodiment, the case where one software failure solution support tool operates has been described as an example. However, a plurality of tools are operated (or under the control of one tool) to execute the application software. When a failure occurs, the information for pursuing the failure (such as file information used by the application software) set corresponding to the application software may be automatically acquired and transmitted to the destination. Further, in the above-described embodiment, a failure of application software has been described as an example, but the present invention can be applied to a failure of basic software and middleware.
[0028]
【The invention's effect】
As described above, according to the present invention, information for troubleshooting of software is automatically collected and transmitted as an e-mail to the destination. It is necessary to automatically obtain the information necessary for troubleshooting and solving software problems without having to check the environment, etc., and to quickly transmit the information to the support center, and to significantly reduce the response time of the support center. Can be. In addition, since necessary information including information that is difficult to obtain by a user's command operation or the like can be collected, it is possible to clarify the cause of a failure that could not be determined conventionally. In addition, since the e-mail is automatically generated and sent, the inconvenience of having to look up the telephone number etc. of the support center and the inconvenience of not being able to talk while talking to the support center are eliminated. can do. Furthermore, the pursuit of the support center becomes easy, labor costs can be reduced, and services for users can be greatly improved.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing an example of the overall configuration of a system according to the present invention.
FIG. 2 is a block diagram showing a configuration example of a main part of a software failure solution support tool according to the present invention.
FIG. 3 is a block diagram showing a configuration example of a computer for supporting troubleshooting according to the present invention.
FIG. 4 is a flowchart for explaining a basic operation example of a client equipped with a software failure solution support tool according to the present invention.
FIG. 5 is a diagram for explaining an example of an activation mode of a collection / transmission operation of software failure pursuit information according to the present invention.
FIG. 6 is a flowchart illustrating a detailed operation example of a client equipped with the software failure solution support tool according to the present invention.
FIG. 7 is a first partial view of FIG. 6;
FIG. 8 is a second partial view of FIG. 6;
FIG. 9 is a diagram illustrating a specific example of information transmitted as a text of an e-mail for pursuing a failure.
FIG. 10 is a first partial view of FIG. 9; FIG. 9 is a diagram illustrating a specific example of information transmitted as a text of a failure seeking e-mail.
[Explanation of symbols]
1 client (user computer)
2 Communication Network 10 Software Failure Resolution Support Tool 11 Failure Pursuit E-mail Generation Means 12 Failure Pursuit E-mail Transmission Means 20 Failure Resolution Support Computer 21 Failure Pursuit E-mail Receiving Means 22 Failure Resolution E-mail Return Means

[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
Software fault resolution support tool according to the present invention, including the cause pursuit and first aid when an abnormality occurs in the software is intended to be used as support tools up to the resolution of the fault. The main function is to provide the software developer etc. with all necessary information for pursuing the cause of the trouble for the various troubles of the software. It has a function to mechanically collect fault seeking information required for fault resolution and send it to the destination as an e-mail so that quick response can be taken. In the present embodiment, the software trouble solving support tool is software constituted by a program to be executed by a user computer, such as a general user's personal computer, a development computer, a business computer, various servers, and the like. The present invention is applied to various information processing apparatuses capable of controlling execution of a computer program. The present invention also includes a method using a software trouble solving support tool and a system that supports trouble solving based on information from the tool.

[0021]
In software fault resolution support tool 10, receives an instruction from software failure detection means such as a user instruction or application software, firstly, a hard copy acquisition flag is checked on or not (step S11), and the on any For example, in order to make it possible to recognize what kind of error message is displayed on the screen at the time of occurrence of the failure, what operation is being performed, and the like, the information of “hard copy of the screen” of the client 1 is acquired (step S12). ), Convert it to a general-purpose file format (for example, JPEG) and save it as a temporary file (steps S13, S14). Subsequently, as system information indicating what kind of system the client 1 is, information on basic software (in this example, information on the OS, Windows type, version, service pack, etc. of Microsoft Corporation in the United States), Browser information (in this example, information such as the version of Internet Explorer of Microsoft Corporation in the United States) and access information used for data access such as a relational database and e-mail (in this example, version of ADO: ActiveX Data Objects of Microsoft Corporation in the United States) Etc.) are obtained (steps S21 to S23).

[0028]
【The invention's effect】
As described above, according to the present invention, information for troubleshooting of software is automatically collected and transmitted as an e-mail to the destination. without examining the environment and the like, it is possible to provide information to a troubleshooting and resolve software automatically quickly the support center side acquired, it can significantly reduce the support center side of the corresponding time it can. In addition, since necessary information including information that is difficult to obtain by a user's command operation or the like can be collected, it is possible to clarify the cause of a failure that could not be determined conventionally. In addition, since the e-mail is automatically generated and sent, the inconvenience of having to look up the telephone number etc. of the support center and the inconvenience of not being able to talk while talking to the support center are eliminated. can do. Furthermore, the pursuit of the support center becomes easy, labor costs can be reduced, and services for users can be greatly improved.

FIG. 10 is a first partial view of FIG. 9 ;

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a software failure resolution support program, a system, and a computer having a function of automatically collecting information for pursuing the cause of a failure occurring in software and transmitting the information to the destination.

[0006]
The present invention has been made under the circumstances described above, and an object of the present invention is to automatically obtain information necessary for troubleshooting and solving software problems without a user having to check a computer operating environment or the like. It is an object of the present invention to provide a software trouble solving support program, a system, and a computer that can promptly notify the support center side and can greatly reduce the response time of the support center side.

[0007]
[Means for Solving the Problems]
The present invention relates to a software trouble-solving support program, a system, and a computer for supporting a solution of a trouble occurring in software running on a user computer, and the above object of the present invention relates to a software trouble-solving supporting program. A software failure resolution support program for realizing a support function for supporting resolution of a failure occurring in application software used by a general user in a user computer on which the application software is installed, wherein the software failure resolution support program is the adapted to run on the same computer as is mounted on the user computer application program that is independent of the application software, and, as the support function, the user computer Based on the stored information, a hard copy of the information in the screen displayed at the time of the failure of the application software, application software list information in the operation information of the OLE indicating information of the browser, and a connection / embedded object state A failure pursuit information collection function for collecting at least file information including the application software as failure pursuit information ; a failure pursuit e-mail generation function for automatically generating the failure pursuit information as an e-mail; This is achieved by including a trouble-shooting e-mail transmission function of transmitting an e-mail to the destination.

[0008]
Further, the fault seeking information collecting function is to collect the corresponding fault seeking information set corresponding to the application software; the fault seeking information to be collected by the fault seeking information collecting function is: Information on basic software including a version of an operating system controlling the operation of the application software, information on a hardware environment including a memory capacity of the user computer, and network information including an address specifying a communication partner of the user computer; , Access information used for data access including e-mail, drive information including information on valid drives, type of each drive, capacity of each drive and free space of each drive, and list information of installed application software. further including; by, more respectively Results to be achieved.

[0009]
Further, the fault seeking information collected by the fault seeking information collecting function further includes file information of a file arbitrarily set by a user; the fault seeking information collected by the fault seeking information collecting function but it further includes a file that has been set arbitrarily by the user; it operates form containing the elements of the destination of the fault pursuit information, information for disorders pursuit as an object of transmission can arbitrarily set; the software The failure resolution support program is activated by one user's instruction to execute a series of processes from the collection of the failure pursuit information to the generation and transmission of an e-mail; the software failure Starting solving support program, carried out by a command from the application software or other software failure The product name of the software fault resolution assistance program to be displayed on the display device of the user computer; the generation of e-mail from a failure collection pursuit information, a series of processes is adapted to be executed leading to the transmission That can be set arbitrarily, including the provider information ;

[0010]
Further, with respect to the software trouble solving support system, a user computer on which the software trouble solving support program is installed , trouble e-mail receiving means for receiving the e-mail from the user computer , and a trouble included in the e-mail fault resolution assistance for computers with problem resolution e-mail returning means for returning to the user computer as an e-mail text or attachments information or addressing software according to the resolution of the fault that has been created based on the pursuit information This is achieved by having

[0011]
Further, with respect to a computer , the present invention is attained by installing the software trouble solving support program .

[0007]
[Means for Solving the Problems]
The present invention relates to a software trouble-solving support program, a system, and a computer for supporting a solution of a trouble occurring in software running on a user computer, and the above object of the present invention relates to a software trouble-solving supporting program. ,
A software failure resolution support program for realizing a support function for supporting resolution of a failure generated in application software used by a general user on a user computer on which the application software is installed, wherein the software failure resolution support program includes: The application software is installed on the user computer and runs on the same computer as an application program independent of the application software, and as the support function, based on information stored in the user computer, the application software File information including at least the hard copy information of the screen displayed at the time of the occurrence of the failure, the list information of the running application software, the browser information, and the OLE information indicating the connection / embedding state of the object. And fault Pursuit information collection function of collecting a fault pursuit information of application software, said a failure automatically e-mail generation Disabled pursuit of generating pursue information as e-mail, the application software failure resolution assistance for computer other functions of transmitting the electronic mail as a destination, is achieved by including a set e-mail transmission function for disaster pursue having a function to send the e-mail to any destination by the general user .

[0009]
Further, the fault seeking information collected by the fault seeking information collecting function further includes file information of a file arbitrarily set by a user; the fault seeking information collected by the fault seeking information collecting function Further includes a file arbitrarily set by the user; an operation mode including a destination of the fault seeking information and an element of the fault seeking information to be transmitted can be arbitrarily set; A process of information collection processing of the trouble solving support program is started by an instruction of one operation by a user, and a series of processes from collection of the trouble seeking information to generation and transmission of e-mail are executed. ; said software fault resolution assistance program information collection processing process, the application software or failure Displayed on a display device of the user computer; automatically activated the generation of e-mail from the collection of the fault pursuit for information, a series of processes is adapted to be executed leading to the transmission by a command from the software The information can be set arbitrarily more effectively by providing source information including the product name of the software trouble solving support program.

Claims (14)

A software failure resolution support tool that supports resolution of a failure that has occurred in software running on a user computer. The software failure resolution support tool is activated by a user's instruction or a command from a failure detection unit, and is based on information stored in the user computer. A failure pursuit e-mail generating means for automatically collecting the trouble pursuit information of the software and automatically generating the trouble pursuit information as an e-mail; and a failure pursuit e-mail transmission for transmitting the e-mail to the destination. And a software trouble solving support tool. The failure pursuit e-mail generating means has a function of acquiring a hard copy of a screen displayed when a failure of the software occurs as an element of the trouble pursuit information, and generating it as an attached file of the e-mail. 2. The software failure solution support tool according to 1. The trouble-shooting e-mail generating means has a function of collecting operating environment information including hardware information and system information of the user computer as elements of the trouble-shooting information and generating it as a text or an attached file of the e-mail. The software failure solution support tool according to claim 1 or 2, further comprising: The failure pursuit e-mail generation means collects information on the application software running at the time of the failure occurrence as an element of the failure pursuit information, and indicates the application software operating concurrently at the time of the failure occurrence so as to be specified. 4. The software failure solution support tool according to claim 1, further comprising a function of generating the operating software list information as a text or an attached file of the electronic mail. The failure pursuit e-mail generation unit collects information on application software installed on the user computer as an element of the failure pursuit information, and specifies each application software installed at the time of the failure so as to be identifiable. The software failure solution support tool according to claim 1, further comprising a function of generating the installed software list information as a text or an attached file of the electronic mail. 2. The trouble seeking e-mail generating means has a function of collecting file information of a file arbitrarily set by a user as an element of the trouble seeking information and generating the e-mail text or an attached file. 6. The software trouble solving support tool according to any one of claims 1 to 5. 7. The trouble seeking e-mail generating means has a function of acquiring a file arbitrarily set by a user as an element of the trouble seeking information and generating the file as an attached file of the e-mail. Software failure resolution support tool described in. 8. The software fault solving support tool according to claim 1, wherein an operation mode including a destination of the fault seeking information and an element of the fault seeking information to be transmitted can be arbitrarily set. 9. The method according to claim 1, wherein the activation is performed according to an instruction of one operation by a user, and a series of processes from collection of the trouble seeking information to generation and transmission of an e-mail are executed. Software failure resolution support tool described. The failure detection means is a failure detection function including a logical error detected by the software itself, and the activation is performed by a command from the software or another software, and the collection of the failure pursuit information and the transmission of an e-mail are performed. 10. The software fault solving support tool according to claim 1, wherein a series of processes from generation to transmission are executed. The software failure solution support tool according to any one of claims 1 to 10, wherein the software failure solution support tool is a program for causing the user computer to function as the failure pursuit e-mail generation unit and the failure pursuit e-mail transmission unit. . 12. A user computer on which the software failure solution support tool according to claim 1 is installed, a failure pursuit e-mail receiving unit that receives the e-mail from the user computer, and a failure included in the e-mail. A trouble solving e-mail replying means for replying to the user computer with the information relating to the trouble solving or the coping software created based on the pursuit information as a text or an attached file of an e-mail to the user computer; A software trouble solving support system comprising a computer. A software failure resolution support method for supporting the resolution of a failure occurring in software running on a user computer, the method being activated by a user's instruction or a command from a failure detection unit, and based on stored information of the user computer A software trouble collecting step for collecting trouble seeking information including at least a hard copy of a screen displayed when the software trouble occurs, and transmitting the trouble seeking information as an e-mail to the destination. Solution support method. 14. The program according to claim 13, wherein a program for causing a computer to execute the steps is started by an instruction of one operation by a user, and a series of processes from generation to transmission of the e-mail are automatically executed. Software troubleshooting support method.

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