JP2005026856A - Remote access system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a remote access system which ensures security without requesting the user to do complicated settings. <P>SOLUTION: The remote access system maintains and manages a user's PC connected over a communication network 5 by the remote control from an operator terminal in a support center. It is composed of unspecified many users' PC 1, a support center server 2 enabling the user's PC to be remote-controllable by tunnel-connecting in a connection established between the user's PC and the support center according to the connection request from the user's PC, and an operator terminal 3 comprising a Web browser for remote-controlling the user's PC. The user's PC comprises a remote access Web server for receiving the remote control from the operator terminal by the tunnel connection, and a remote support application for maintaining and managing the user's PC by the remote control from the operator terminal. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention maintains and manages computer devices connected to a communication network by remote operation from a center. More specifically, a connection is established by a request from a computer device, and a tunnel connection is established within this connection. It relates to a remote access system that provides support services.
[0002]
[Prior art]
In recent years, as the functions of various computer devices such as PCs (personal computers), including those incorporated in various electronic devices such as home appliances and office equipment, have become endorsed, Support operations for users are becoming more important, but in order to support equipment maintenance, etc., it has traditionally been possible to bring a PC etc. to the support center or send support staff to the installation location of the PC etc. There is a current situation that it is necessary and very expensive. As a method for solving this problem, there is considered a method in which a support center operator performs remote access to a PC or the like using a communication network connection such as the Internet.
[0003]
On the other hand, with the spread of broadband communication in recent years, it has become possible to always connect to the Internet at low cost in ordinary homes and companies. In the Internet, there are security problems such as unauthorized access to a PC etc. over a network and DoS (Denial of Service attack) / ping / RIP (Routing Information Protocol) attacks. As equipment such as a so-called broadband router, a device having a NAT (Network Address Translation) function and a firewall function is widely used.
[0004]
The NAT function is a function that converts a private IP address that can be communicated only at home or within a company and a unique global IP address that can be communicated on the Internet. The firewall function is specified between the Internet and the internal network. This is a function that permits only communication. Both functions allow legitimate communication that occurs from the internal network toward the Internet, but communication that occurs from the Internet side toward the internal network is blocked as illegal except for preset communication. Such a function is common in equipment such as a broadband router used for Internet connection.
[0005]
From such a background, Patent Document 1 shows a remote operation method and system for performing remote operation and the like by specifying a computer to be supported based on a call signal from a computer that receives a remote operation. Patent Document 2 discloses a support system in which a client computer is remotely connected to a WWW server to specify an IP address of the client computer and remotely operate the client computer.
[0006]
[Patent Document 1]
JP 2003-44431 A
[Patent Document 2]
JP 2002-169776 A
[0007]
[Problems to be solved by the invention]
However, in the technique of Patent Document 1, the gateway router on the user side needs to have a dedicated function such as address conversion. In the technique of Patent Document 2, a global IP address is specified from the server side to the user side for connection. In any case, when the user side network is connected via the NAT function or firewall, access from the server is impossible only by specifying the global IP address.
[0008]
As described above, in the conventional remote access service, since the connection from the support center side to the user side computer is established, it is necessary for the user side computer to accept a connection from the Internet. This is an illegal connection or DoS attack by a third party. Accompanied by security risks.
Currently, homes and businesses generally connect to the Internet via routers with NAT and firewall functions for the security measures described above. Has a problem that it cannot log in to the user side computer from the support center side. To enable login from the support center via a router having this NAT function or firewall function, it is necessary to remotely connect to the user side router. Not only are access-only functions and complicated settings required, but the work that should originally support the user becomes a system that is difficult for the user to use.
[0009]
In order to solve the above problems, in the present invention, it is possible to establish a connection through a NAT function or a firewall, and it is possible to connect to a communication network while ensuring security without making complicated settings to the user. It is an object of the present invention to provide a remote access system that maintains and manages a user's computer device by remote control from a support center.
[0010]
[Means for Solving the Problems]
To achieve the above object, the invention described in claim 1 is a remote access system for maintaining and managing a user side computer device connected to a communication network by remote operation from an operator terminal on a support center side.
An unspecified number of user-side computer devices connected to the communication network, a support center server for connecting to the user-side computer device via the communication network and maintaining and managing the computer device, and the support An operator terminal having at least a web browser for connecting to a center server and remotely operating the computer device via the support center server;
The support center server waits for a connection request from a computer device on the user side, establishes a connection between the computer device and the support center server by a connection request from the computer device, and establishes the connection. Tunnel connection management means for enabling remote operation of the computer device on the user side from the operator terminal by performing a tunnel connection inside the connection,
The computer device on the user side includes a connection means for establishing a connection with the support center server, a tunnel connection means for establishing a tunnel connection with the operator terminal via the support center server, and the support center using the tunnel connection means. A remote access Web server that receives remote operation from the operator terminal via a server, and remote support means for maintaining and managing the computer apparatus by remote operation from the operator terminal It is said.
The tunnel connection management means of the support center server according to claim 2 assigns a tunnel connection port on the support center server side, waits for a connection request from the operator terminal, and makes a connection request made from the operator terminal Is transferred to the computer device on the user side through the connection established by the connection management means, and the tunnel connection means of the computer device establishes a tunnel connection through the connection established by the connection means and the operator through the established tunnel. A connection request from a terminal is transferred to the remote access Web server.
[0011]
4. The support center server according to claim 3, further comprising a Web proxy server for transmitting and receiving information between the operator terminal and the user side computer device, wherein the user side computer device includes the support center server. It is configured to be remotely operated from the Web browser of the operator terminal via the Web proxy server and the remote access Web server of the computer device.
The computer device on the user side according to claim 4 is connected to a communication network via a router having a firewall and / or NAT function.
According to a fifth aspect of the present invention, authentication and encryption are mutually performed between the computer device on the user side and the support center server, and the operator terminal is authenticated by the support center server and the computer device. Is configured to permit remote operation from the operator terminal to the computer device.
The support center server according to claim 6 manages a connection status of the computer device on the user side requesting remote operation and notifies the operator terminal of the connection, and the operator terminal notifies from the support center server. It is characterized in that it can be remotely operated with respect to a computer device on a specific user side selected and designated by an operator from a connection status screen displayed on a Web browser.
The screen of the operator terminal according to claim 7 displays user information for identifying a user who is requesting remote operation, and a URL link including a port number for waiting for a tunnel connection to the computer device on the user side. The user can select the user who performs the remote operation by designating the URL by the operator.
9. The operator terminal according to claim 8, wherein the operator terminal is connected to the computer device on the user side via the tunnel connection by an operation of a web browser by an operator, and the computer device and / or the computer via the remote support means. It performs processing such as collecting, setting, and changing information of devices connected to the device, and receives the executed processing results from the computer device and displays them on the Web browser of the operator terminal. Yes.
10. The operator terminal according to claim 9, further comprising means for connecting to the Internet, and configured to connect to the support center server via the Internet to maintain and manage the computer device on the user side by remote operation. It is characterized by being.
[0012]
DETAILED DESCRIPTION OF THE INVENTION
Next, a specific example of the embodiment of the remote access system according to the present invention will be described with reference to the drawings.
FIG. 1 is a schematic diagram showing a configuration of a remote access system according to the present embodiment.
FIG. 2 is a schematic diagram showing the flow of processing of the system shown in FIG.
[0013]
As shown in FIG. 1, a user-side computer device that accepts a remote operation (in this embodiment, an example in which a user-side PC is used as a user-side computer device) is connected to a communication network such as the Internet. A device 4 called a so-called broadband router having a NAT function and a firewall function is interposed between the user-side PC 1 and the Internet 5. This system is configured to maintain and manage the user-side PC 1 by remote operation from the support center server 2 without requiring special settings to the router 4 while ensuring security over the router 4. .
[0014]
Since the support center server 2 waits for a connection request from the user side PC 1 by the connection waiting function 24, the user side PC 1 accesses the support center server 2 by the connection connection function 13 to establish the first connection. The support center server 2 notifies the operator terminal 3 that a support request has been made by establishing a connection with the user-side PC 1, and responds to the support request from the Web browser 31 of the operator terminal 3 by an operator's operation. The user-side PC 1 includes a remote access Web server 11 for remote operation, and can be accessed from the Web browser 31 of the operator terminal 3 via the Web proxy server 21 of the support center server. The connection means at this time is a tunnel connection, which is realized by configuring a tunnel connection portion inside the connection established first.
[0015]
A tunnel connection generally refers to a method in which lower layer protocol packets are encapsulated in upper layer protocol packets to perform communication between networks. By providing the extraction function, it is also used when communication is cut off from the outside, such as VPN (Virtual Private Network). In the present embodiment, a connection is established by HTTP (Hyper Text Transfer Protocol) by the Web, and tunnel connection is realized in this HTTP. 26 is a tunnel connection function on the support center server 2 side, and 15 is a tunnel connection function on the user side PC 1.
[0016]
The processing outline shown in FIG. 1 will be described with reference to the flowchart shown in FIG. First, when a remote support request is made from the user-side PC 1 (S1), the support center server 2 notifies the support request from the user-side PC 1 to the operator terminal 3 and the user who has made a support request on the Web browser of the operator terminal 3 Display is performed (S2). The operator selects a user displayed on the operator terminal and logs in to the selected user PC (S3). The log-in request is transferred to the user-side PC 1 via the tunnel connection established between the support center server 2 and the user-side PC 1 (S4), and after the operator authentication, remote access by the operator operation becomes possible (S5). The user-side PC 1 executes a remote support process in response to an operation request from the operator terminal 3 (S6).
[0017]
FIG. 3 shows the configuration of the entire system. An unspecified number of user-side PCs 1a to 1n connected to a communication network such as the Internet, 2 a support center server, and 3 a user connected to the support center server. This is an operator terminal for remotely operating the side PCs 1a to 1n. Routers 4a to 4n having a NAT function / firewall function are inserted between the user side PCs 1a to 1n and the Internet 5, respectively.
[0018]
In the support center server 2, 22 is a Web server used when transmitting user registration, connection request, and connection request notification to the operator terminal, and 21 is a user side PC 1 a to 1 n (hereinafter also referred to as user in FIG. 3). This is a Web proxy server used when remotely operating a PC 1 described below. Reference numeral 23 denotes user registration means that is performed in advance to identify the user-side PC 1 that receives remote support by the Web server 22 or e-mail (not shown). Reference numeral 24 denotes connection management means for establishing a connection in response to a request from the user-side PC 1, and encryption processing is performed for communication at this time. Reference numeral 25 denotes user authentication means for specifying the user or the user-side PC 1 and collates with user registration information registered in the database 28 in advance. 26 is a tunnel connection in which a tunnel connection is established within a connection established in response to a request from the user side PC 1 in order to perform communication between the user side PC 1 and the support center server 2 in response to a request from the operator terminal 3. Management means. Reference numeral 27 denotes session management means for monitoring login and access status between the user-side PC 1 and the support center server 2. Session information and its history are stored in the database 28.
The operator terminal 3 connected to the support center server 2 is provided with a web browser 31 for operating the user side PC 1.
[0019]
Reference numeral 11 in the user-side PC 1 is a remote access Web server for accepting remote operation from the operator terminal 3. Reference numeral 12 denotes a remote support application program for collecting information from the user-side PC 1 or a device connected to the user-side PC 1, updating information, or setting the user-side PC 1 or connected device. It is executed in response to a request from the operator terminal 3 via the server 11. Reference numeral 13 denotes connection means performed in response to a connection request from the user side PC 1 to the support center server 2, and reference numeral 14 denotes user authentication procedure means at the user side PC 1 accompanying user authentication when accessing the support center server 2. Reference numeral 15 denotes a tunnel connection means at the user side PC 1 for accepting an operation from the operator terminal 3 after the connection is established. Reference numeral 16 denotes an operator authentication means for accepting an operation from the operator terminal 3.
[0020]
The user side PC 1, the remote access server 11 in the user side PC 1, the Web proxy server 21 in the support center server 2, the Web server 22, and the operator terminal 3 are commercially available workstations, personal computers, network connection devices, etc. Each means included in the user-side PC 1 and the support center server 2 is realized by software processing using these workstations and personal computers, and a CPU (central Control devices), storage devices such as memory and hard disks, display devices for displaying images, text, etc., input devices such as keyboards and mice, input / output devices for communication lines, and dedicated devices such as network connection devices and peripheral devices Description and construction drawings relating etc. will be omitted.
[0021]
FIG. 4 shows details of each function realizing each unit of the system configuration shown in FIG. Here, the description which repeats the description above is omitted. The functions related to the user interface portion of the user PC 1 to be supported include a user registration function, a connection connection function, a user authentication function for sending a user ID and password input by the user as the authenticated side to the support center server 2, and a tunnel There is a connection establishment function. The support center server 2 has a user registration function for accepting user registrations from a large number of unspecified user-side PCs 1 to be supported, and information for specifying users or user-side PCs 1 is registered and stored in the user database in advance. . User information to be registered includes personal information such as a user name, address, telephone number, and e-mail address, and hardware information such as a serial ID of the user-side PC 1 used by the user.
[0022]
The user registration function can be performed by a configuration of a general Web server and a Web browser (a Web browser in the user-side PC is not shown), and can be realized by http / https (Hypertext Transfer Protocol Security) communication. https is a data encryption function using SSL (Secure Sockets Layer) added to HTTP used for transmission / reception of data between clients using a Web server and a Web browser. SSL is a combination of security technologies such as public key encryption, private key encryption, digital certificates, hash functions, etc., and it is possible to prevent data eavesdropping, falsification, and spoofing. Applications that use higher protocols such as HTTP From software, it is possible to use it transparently without being conscious of it. In addition, when the user registration is performed together with an electronic mail (not shown), it is possible to perform registration in consideration of security. It is desirable to use S / MIME (Secure Multipurpose Internet Mail Extensions), which has a security function for e-mail.
[0023]
Encrypted communication is used for communication between the user side PC 1 and the support center server 2 including connection establishment. The above-described SSL or ssh (Secure Shell) can be used for encrypted communication. ssh is mainly used on UNIX (R) computers to log in to another computer over the network, execute commands on remote machines, and move files to other machines It is a program. Since the data flowing on the network is thus encrypted, a series of operations can be performed safely even via the Internet.
[0024]
For server authentication processing and user authentication processing at the time of establishing a connection, a system such as RSA (Rivest Shamir Adleman) authentication or PKI (Public Key Infrastructure) system can be used. RSA authentication is one of public key cryptosystems and is widely used as a standard for public key cryptography. In order to decrypt the RSA cipher, it is necessary to factorize a large integer and it is difficult to find a key, so that security is ensured. Public key exchange is performed in advance between the user-side PC 1 and the support center server 2 at the time of user registration. PKI, also called public key infrastructure or public key cryptography infrastructure, is a system of infrastructure that combines electronic signatures and cryptographic technology to issue certificates from a certification authority to ensure secure electronic communication, including the aforementioned e-mail It is being used for various Internet transactions. The user authentication information is stored in the database of the support center server 2 at the time of user registration, and the server authentication information is notified from the support center server 2 at the time of user registration and stored at the user side PC 1.
[0025]
The session management function manages the access status between the user side PC 1 and the support center server 2, and displays user connection information on the Web browser of the operator terminal 3 by the session display function. Sessions between the user side PC 1 and the support center server 2 are sequentially stored in a database, and the connection history of the user side PC 1 can be referred to at any time.
The implementation of the operator authentication function on the support center server 2 side assumes that the operator terminal 3 is connected to the LAN (Local Area Network) of the support center server 2 and performs network filtering by IP address or MAC address. The authentication function of the Web proxy server is used for login ID and password. If the operator terminal is outside the LAN such as the Internet due to outsourcing, etc., or if the operator terminal is a mobile terminal connected via a wireless communication network such as a wireless LAN, the security is implemented by implementing the encryption protocol as described above. Secure.
[0026]
Remote support by the operator terminal 3 of the user side PC 1 is performed by communication with a remote access Web server installed in the user side PC 1, but the remote access Web of the user side PC 1 from the Web browser of the operator terminal 3. The server is accessed through a Web proxy server in the support center server. The operator terminal 3 accesses the Web server in the support center server, and selects the user PC 1 from the connected user list displayed on the Web browser of the operator terminal 3 in cooperation with the session display function. The support center server 2 establishes a tunnel connection by communication with the user-side PC 1 and connects the selected remote-access Web server of the user-side PC 1 and the Web browser of the operator terminal 3.
[0027]
The remote access Web server of the user side PC 1 collates based on the authentication information stored in advance by the operator authentication function, and continues the operation from the operator terminal 3 when it is determined to be compatible. The operator authentication information is notified from the support center server 2 at the time of user registration and stored in the user side PC 1.
Note that the arrows in FIG. 4 are described centering on the tunnel connection, and do not represent the communication direction of all information.
The remote access server function of the user-side PC 1 is implemented by a Web server and a CGI (Common Gateway Interface). IIS (Internet Information Server) or Apache can be used for the Web server, and ASP (Active Server Pages), PHP (Hypertext Preprocessor), or Perl, Java (R), ActiveX control, etc. are implemented with remote server functions, etc. However, it is also possible to install an original Web server program and implement only necessary functions.
The remote support application is implemented using, for example, Win32 API.
[0028]
FIG. 5 shows a flow of a series of processes related to the tunnel connection starting from the connection request from the user side PC 1 described above.
First, remote access is started from the user-side PC 1 (hereinafter simply referred to as PC 1 in the description of FIG. 5) (S101), and a connection connection request is sent to the support center server 2 (hereinafter simply referred to as server 2 in the description of FIG. 5). (S102). The server 2 waiting for a connection from the user (S121) negotiates with the PC 1 by encrypted communication (S103) (S122). When the negotiation is established, authentication information is transmitted from the server 2 (S123), and the PC 1 performs server authentication processing (S104). The PC 1 that has completed the server authentication process transmits user authentication information (S105), and the server 2 performs the user authentication process (S124). The server 2 that has completed the user authentication process allocates a tunnel connection port (S125), and establishes a tunnel connection through communication with the PC 1 (S126) (S106).
[0029]
The server 2 waits for the connection from the operator terminal 3 on the other side of the connection with the PC 1 (S141), and when the tunnel connection with the PC 1 is established, the connection user information is updated (S127), and the operator terminal that has made a connection request The connection user information is transmitted to 3 (S142), and the connection of the operator terminal is awaited again (S141).
The operator terminal 3 transmits a remote access (remote operation) user display request from the user to the server 2 (S151), and displays the user requesting the remote access (S152). If there is no remote access request from the user, it waits for remote access from the user, and if there is a remote access request, starts remote access (S153). When a user requesting remote access is selected (S154), the server 2 waiting for tunnel connection reception (S128) performs operator connection authentication (S129) and makes a tunnel connection transfer request to the PC 1 (S130). Waiting for a remote access request from the server 2 (S107), the PC 1 performs operator connection authentication (S108). When the operator connection authentication is completed, the PC 1 transmits the remote access server information to the server 2 by the remote access Web server (S109).
[0030]
The server 2 performs tunnel connection transfer processing (S131), connects the remote access Web server of the PC 1 to the Web browser of the operator terminal 3, and the operator terminal 3 transmits the remote access transmitted from the user side PC 1 to be accessed remotely. A list of supported functions is displayed as server information (S155). The corresponding remote access function to be supported is selected from the displayed functions by the operator, and an execution request for the selected function is transmitted to the PC 1 (S156). The execution request is transferred to the PC 1 by the tunnel connection transfer process of the server 2 (S131), and the requested remote access is executed in the PC 1 (S110). The PC 1 continues the remote support operation and waits for the request until the end of the remote access request from the operator terminal 3 (S111).
[0031]
When the remote access operation is completed (S157), the operator terminal 3 notifies the supported PC 1 that the remote access function has been completed (S158), and waits for a remote access request from another user side PC 1 (S151). The notification of the end of execution of the remote access function is transmitted to the PC 1 by the tunnel connection transfer process (S131) of the server 2, and the remote access work ends. When the remote access operation is completed, the PC 1 sends a connection disconnection request to the server 2 (S112). The server 2 updates the connected user information (S132), and disconnects the connection of the connected user that has been the target of remote access until now. (S133) Wait for a connection request from another user (S121).
[0032]
FIG. 6 is an example of a web page displayed on the web browser 31 of the operator terminal 3, and this web page is generated by the web server 22 of the support center server 2 based on user connection information from the session management means 27. It is.
The currently connected user list displayed on the Web browser 31 of the operator terminal 3 includes the user name, serial number, and the like. The e-mail address, connection time, user ID, and URL of the remote access Web server 11 of the connected user PC 1 are displayed together with the port number 20000 assigned in the support center server 2.
When the operator selects / clicks the URL of the user with a mouse or the like, the operator terminal 3 is connected to the user side PC 1 through the Web proxy server 21 in the support center server 2 through a tunnel connection, and the selected user side PC 1 to be supported is selected. A web page is transmitted from the remote support web server 11, and a list of remote access functions is displayed on the web browser 31 of the operator terminal 3 (not shown).
[0033]
In the above-described embodiment, a PC (personal computer) has been described as a user-side computer device that receives support by remote operation. However, the computer device is not limited to a PC, and may be a mobile phone or a PDA (personal digital assistant). Of course, the present invention can be applied to various office automation (OA) devices such as FAX / copy machines, home servers for homes, AV (Audio Visual) devices, or computer devices incorporated in home appliances. .
Further, since the operator terminal connected to the support center server may be a terminal that can be connected to the Internet and includes a Web browser, various mobile terminals can be used. For example, a mobile phone that can be connected to the Internet from a wireless communication network. You can also use a PDA or mobile personal computer by connecting to the Internet through a wireless LAN relay base called a hotspot, or using various types of computers on the user side from these operator terminals Various maintenance and management can be performed not limited to the support work of the device.
Of course, the operator terminal can be operated not only by the administrator on the support center side, but by performing user registration in advance, the user who is the support target can operate the operator terminal. Operate your home server from your mobile phone and make video recording reservations via your home server, or access a network-connected refrigerator from outside and refer to the list of stored foods registered in the refrigerator and the expiration date. Applications such as useful for shopping are also possible. When leaving home, the communication line between the computer device on the user side and the support center server is always connected to keep the connection established.
[0034]
【The invention's effect】
As described above, according to the remote access system of the present invention, an unspecified number of user-side PCs connected to a communication network such as the Internet are maintained and managed by remotely operating them from the operator terminal of the support center. In addition, since the connection with the support center server is established by a connection request from the user side PC, the user side PC can be remotely operated from the Web browser of the operator terminal by performing a tunnel connection inside the connection. It becomes possible to use the NAT function and the general firewall function implemented when using a commercially available router as it is without requiring any special setting. In addition, a special function / setting of the router inserted in the middle is not necessary in the authentication / encryption processing for ensuring security in the communication by the tunnel connection. Furthermore, since the user-side PC includes a remote access Web server that accepts remote operation from an operator terminal and a remote support application, the operator terminal that performs remote operation does not require a special application and is a general Web. It becomes possible to use a browser.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a configuration of a remote access system according to an embodiment of the present invention.
FIG. 2 is a schematic diagram showing a processing flow of the system shown in FIG. 1;
FIG. 3 is an overall configuration diagram of the system shown in FIG. 1;
FIG. 4 is a detailed functional explanatory diagram of the system shown in FIG. 1;
FIG. 5 is a detailed process flow diagram of the system shown in FIG. 1;
6 is an example of an operator terminal screen of the system shown in FIG.
[Explanation of symbols]
1, 1a to 1n User side computer device (PC)
2 Support center server
3 Operator terminal
4, 4a to 4n router (NAT function / firewall)
5 Internet
11 Web server for remote access
12 Remote support means
13 Connection means
14 User authentication procedure means
15 Tunnel connection means
16 Operator authentication means
21 Web proxy server
22 Web server
23 User registration means
24 Connection management means
25 User authentication means
26 Tunnel connection management means
27 Session management means
28 Database
31 Web browser

Claims (9)

A remote access system for maintaining and managing a computer device on a user side connected to a communication network by remote operation from an operator terminal on a support center side,
An unspecified number of user-side computer devices connected to the communication network;
A support center server for connecting to the computer device on the user side via the communication network and maintaining and managing the computer device;
An operator terminal having at least a Web browser for connecting to the support center server and remotely operating the computer device via the support center server;
The support center server waits for a connection request for a computer device on the user side, and establishes a connection between the computer device and the support center server by a connection request from the computer device;
Tunnel connection management means for enabling remote operation of the computer device on the user side from the operator terminal by performing a tunnel connection inside the connection by establishing the connection,
The computer device on the user side has a connection means for making a connection with the support center server,
Tunnel connection means for performing a tunnel connection with the operator terminal via the support center server;
A web server for remote access that receives remote operation from the operator terminal via the support center server by the tunnel connection means;
A remote access system comprising: a remote support means for maintaining and managing the computer device by remote operation from the operator terminal. The tunnel connection management means of the support center server allocates a tunnel connection port on the support center server side, waits for a connection request from the operator terminal, and sends a connection request made from the operator terminal to the connection management means. Transfer to the user computer through the established connection;
The tunnel connection means of the computer device establishes a tunnel connection through the connection established by the connection means, and transfers a connection request from the operator terminal to the remote access Web server through the established tunnel. The remote access system according to claim 1. The support center server includes a Web proxy server for transmitting and receiving information between the operator terminal and the user-side computer device,
The computer device on the user side is configured to be remotely operated from a Web browser of the operator terminal via a Web proxy server of the support center server and a remote access Web server of the computer device. The remote access system according to claim 1 or 2. 3. The remote access system according to claim 1, wherein the computer device on the user side is connected to a communication network via a router having a firewall and / or NAT function. The computer device on the user side and the support center server mutually authenticate and encrypt, and the operator terminal is authenticated by the support center server and the computer device, whereby the operator terminal is transferred to the computer device. 3. The remote access system according to claim 1, wherein the remote access system is configured to permit remote operation. The support center server manages the connection status of the computer device on the user side requesting remote operation and notifies the operator terminal,
The operator terminal is configured to be capable of remote operation with respect to a computer device on a specific user side selected and designated by an operator from a connection status screen notified from the support center server and displayed on a Web browser. The remote access system according to claim 1 or 2. On the screen of the operator terminal, user information for identifying a user who is requesting remote operation and a URL link including a port number for waiting for a tunnel connection to the computer device on the user side are displayed. 7. The remote access system according to claim 6, wherein a user who performs a remote operation can be selected by being designated. The operator terminal is connected to the computer device on the user side via the tunnel connection by the operation of a Web browser by an operator, and is connected to the computer device and / or the computer device via the remote support means. The processing of collecting, setting, and changing device information is executed, and the executed processing result is received from the computer device and displayed on a Web browser of the operator terminal. Remote access system. The operator terminal further includes means for connecting to the Internet, and is configured to be connected to the support center server via the Internet to maintain and manage the computer device on the user side by remote operation. A remote access system according to any one of claims 1 to 8.

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