JP2005182618A - Computer failure maintenance system, method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To eliminate the need for a failure maintenance person or operator to go to a user's place by providing a system for replacing a failed part identified by failure information with a corresponding maintenance part. <P>SOLUTION: A computer failure maintenance system has the part replacement/delivery system 20 for, when a computer apparatus in operation fails, replacing the failed part according to failure information to recover the failure and notifying departments concerned so that the corresponding maintenance part is supplied; a delivery base 30 for, when notified by the part replacement/delivery system, withdrawing the failed part and delivering the corresponding maintenance part; a maintenance base 40 for, when notified by the part replacement/delivery system, detecting the failure and delivering the corresponding maintenance part to the delivery base so that it is delivered to the part replacement/delivery system; and a communication network 100 for interconnecting the part replacement/delivery system, the delivery base and the maintenance base. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a computer fault maintenance method, method, and program, and in particular, when a fault occurs in a computer device, the faulty part is identified and replaced with a maintenance part, and the fault information is appropriately notified to related departments. It relates to methods, methods, and programs.

  The work of regularly inspecting and maintaining a computer device installed in a user or performing a recovery procedure when a failure occurs often requires manual intervention. In particular, the latter demands quick recovery and may need to mobilize a large number of personnel.

  In the case of failure maintenance as described above, there is a conventional system that appropriately manages and transmits information such as user information and failure information, and provides support for failure recovery, such as instructing relevant departments and prompting judgment. (For example, refer to Patent Document 1).

  However, the above system is expected to promptly transmit information and instructions to the person in charge of maintenance and the operator, but cannot expect to save labor including manpower.

JP-A-8-77260 (pages 6-7, FIG. 1)

  As described above, the conventional fault maintenance system can manage various types of information including fault information, transmit the information to the necessary related departments, and give instructions to the person in charge of fault maintenance and workers. .

  However, it is not possible to save labor even for work specifically performed by the person in charge or the worker. That is, the person in charge or the worker must go to the user destination where the computer device is installed to perform the work, and work time for failure recovery and traffic time to the user destination are generated.

  An object of the present invention is to provide a system for exchanging a faulty part specified by fault information with a corresponding maintenance part in order to improve the above-mentioned drawbacks, so that a person in charge of fault maintenance or an operator can be a user. It is to provide a computer failure maintenance method, method, and program that do not need to be visited.

  According to the computer fault maintenance method of the present invention, when a fault occurs in an operating computer device, the faulty part is replaced based on the fault information to recover the fault, and the relevant department is notified to supply the corresponding maintenance part. A parts exchange / delivery system, a delivery base that receives a notification from the parts exchange / delivery system, picks up the faulty part, and delivers a corresponding maintenance part, and receives a notice from the parts exchange / delivery system A maintenance base that delivers a maintenance part to the delivery base and delivers the maintenance part to the parts exchange / delivery system; and a communication network that interconnects the parts exchange / delivery system, the delivery base, and the maintenance base. To do.

  Furthermore, in the computer fault maintenance system of the present invention, the parts replacement / delivery system receives a fault information of the computer device, analyzes the fault information and identifies the faulty parts, and a maintenance storing the maintenance parts. A parts stock device, a parts exchange device provided with a device disassembly / assembly arm for exchanging the faulty parts and the maintenance parts, a parts packing apparatus for packing the faulty parts taken out by the parts exchange device, and the fault analysis database The information processing apparatus includes: an information transmission apparatus that transmits the failure content analyzed by the information processing apparatus to the maintenance site, and further notifies the computer device and the delivery site of an instruction related to the restoration of the failure.

  Furthermore, in the computer fault maintenance system of the present invention, the delivery base includes a fault information receiving device that receives fault information including an instruction to pick up the faulty part from the parts replacement / delivery system, and a user including an installation location of the computer device A user database holding information, and referring to the user database, recognizing the installation location of the computer device, and picking up and delivering faulty parts and maintenance parts between the parts replacement / delivery system and the maintenance base, and completing And a work completion report transmitting device for notifying of the above.

  Further, in the computer failure maintenance system of the present invention, the maintenance base includes a failure information receiving device that receives failure information including the failure content from the component replacement / delivery system, and a maintenance component of a computer device that is in charge of maintenance. A maintenance parts information database for managing a product number and a failure rate, and a work completion report transmission device for notifying a user who has installed the computer device of completion of failure recovery work when receiving a work completion report from the delivery base It is characterized by doing.

  Further, the computer failure maintenance method of the present invention receives failure information transmitted by the computer device when a failure occurs in the computer device, analyzes the failure information, identifies a failure component that causes the failure, Instruct the device disassembly / assembly arm to replace the faulty part with the corresponding maintenance part held by the stock device, and notify the fault information to the maintenance base and the delivery base of the computer device. The faulty parts are picked up and delivered to the maintenance base, and the corresponding maintenance parts are picked up from the maintenance base and delivered to the stock device.

  Further, the computer fault maintenance program of the present invention has a function of turning off the power of the computer device when receiving the fault information of the computer device, a function of analyzing the fault information and identifying a faulty part causing the fault, A function for instructing an apparatus disassembly / assembly arm to replace the obstacle part with a corresponding maintenance part held by a stock apparatus, and a function for turning on the power of the computer device when the replacement of the obstacle part is completed. A function of notifying the maintenance information and the delivery base of the computer device of the failure information, and a function of packing the faulty part and picking it up to the delivery base and instructing the delivery to the maintenance base. It is characterized by realizing.

  That is, according to the present invention, when a fault occurs in the computer device, the faulty component is identified by the fault information transmitted from the computer device, replaced with a maintenance component stocked by the user, the faulty component packing after the replacement work, and Delivery processing, maintenance bases, and contact with delivery bases can be automatically performed promptly and appropriately without human intervention.

  As described above in detail, according to the present invention, by utilizing the analysis result of the fault information, it is not necessary for the person in charge of the fault maintenance or the operator to intervene in the replacement of the faulty part and the delivery of the maintenance part. . In other words, since parts replacement work after a failure has occurred and parts delivery processing are automated without human intervention, work hours and traffic time for repairing failures by maintenance workers can be reduced, parts arrangement processing and work There is an effect that mistakes can be reduced.

  The present invention will be described below with reference to the drawings.

  FIG. 1 is an explanatory view showing an embodiment of the present invention. In the figure, the computer failure maintenance method according to the present invention is a user computer device 10, component replacement that performs failure component identification, component replacement, component packing, delivery processing, and transmission of information to the delivery base and maintenance base in the event of a failure without human intervention. A delivery system 20, a delivery base 30 that delivers faulty parts and maintenance parts, and a maintenance base 40 that receives faulty parts and delivers the maintenance parts, which are composed of a communication network 100 such as a public line or the Internet. Connected through.

  The user computer device 10 is a computer device delivered to a user and operating.

  When a failure occurs in the user computer device 10, the component replacement / delivery system 20 analyzes the failure information transmitted from the user computer device 10, identifies the failed component, and replaces or replaces it with a maintenance component stocked by the user. Subsequent packaging and delivery of faulty parts, and transmission of information to delivery bases and maintenance bases, are automatically performed without requiring manpower.

  When receiving information on the occurrence of a failure from the parts replacement / delivery system 20, the delivery base 30 collects the faulty part and delivers it to the maintenance base 40, and picks up the maintenance part from the maintenance base 40 and delivers the maintenance part to the user.

  When the maintenance base 40 receives information on the occurrence of a failure from the parts replacement / delivery system 20, the maintenance base 40 takes over the faulty part from the delivery base 30 and delivers the maintenance part.

  The component replacement / delivery system 20 includes a failure analysis database 201, a component replacement device 202, a component packing device 203, a maintenance component stock device 204, and an information transmission device 205.

  The failure analysis database 201 performs failure analysis from the past failure phenomenon, cause, work history, failure component information, etc. when a failure occurs in the user computer device 10, and identifies the failure component.

  The component replacement device 202 automatically replaces the failure component specified in the failure analysis database 201 with the maintenance component in the maintenance component stock device 204 without requiring manual operation, and removes the failure component and attaches the maintenance component. It has a device disassembly and assembly arm. The device disassembling / assembling arm disassembles and assembles the user computer device 10, removes obstacle parts in the user computer device 10, and attaches maintenance parts.

  The component packing device 203 includes an obstacle component packing arm for automatically performing component packing and delivery processing so as to be able to deliver the failed component replaced by the component replacement device 202 and packing the failed component. The obstacle part packing arm packs the obstacle part removed by the user computer device 10 in a dedicated packing box.

  The maintenance part stock device 204 is a part that stocks maintenance parts to be exchanged for faulty parts, and conveys the maintenance parts to the parts replacement device 202.

  The information transmission device 205 transmits failure information to the delivery base 30 and the maintenance base 40 when the user computer device 10 has a fault.

  The delivery base 30 includes a failure information receiving device 301, a user database 302, and a work completion report transmitting device 303.

  The failure information reception device 301 receives failure occurrence information transmitted from the information transmission device 205 when a failure occurs in the user computer device 10.

  The user database 302 manages the user name, address, telephone number, etc., where the user computer device 10 is installed.

  The work completion report transmission device 303 receives the faulty parts removed and packed by the parts replacement / delivery system 20, delivers them to the maintenance base 40, receives the maintenance parts from the maintenance base 40, and sends the maintenance parts to the parts replacement / delivery system 20. When unpacking and mounting are completed, a work completion report is transmitted to the maintenance site 40.

  The maintenance base 40 includes a failure information receiving device 401, a maintenance parts information database 402, and a work completion report transmitting device 403.

  The failure information reception device 401 receives failure information transmitted from the information transmission device 205 when a failure occurs in the user computer device 10.

  The maintenance parts information database 402 manages the names, accounts, failure rates, etc. of maintenance parts.

  When the work completion report transmission device 403 receives the work completion report from the delivery site 30, the work completion report transmission device 403 transmits the work completion report to the user who has installed the user computer device 10.

  2 and 3 are flowcharts showing the operation of the computer fault maintenance method.

  Referring to the figure, first, when a failure occurs in the user computer device 10 (step A1), the user computer device 10 automatically replaces data necessary for identifying the failed component such as log information and dump information. It transmits to the delivery system 20 (step A2).

  The parts replacement / delivery system 20 instructs the user computer device 10 to turn off the power (step A3), and turns off the power of the user computer device 10 (step A4). Then, the failure analysis is performed from the failure analysis database 201 based on the past failure phenomenon, cause, work history, etc. (step A5), and the failure component that causes the failure is specified (step A6).

  The information transmitting apparatus 205 transmits the faulty part specified in the fault analysis database 201, log information, and dump information to the maintenance base 40 via the communication network 100 (step A7).

  In addition, the parts replacement device 202 removes the faulty part specified in the fault analysis database 201 from the user computer apparatus 10 by the equipment disassembly / assembly arm, conveys the maintenance parts stocked from the maintenance part stock apparatus 204, and disassembles the equipment. The obstacle part which is attached to the user computer apparatus 10 with the assembling arm and exchanged is transferred to the part packing apparatus 203 (step A8).

  After the failure of the user computer device 10 is recovered (step A9), the parts replacement / delivery system 20 instructs the user computer device 10 to turn on (step A10), and the user computer device 10 is turned on (step A11). . The user computer device 10 transmits failure recovery information related to the replaced parts to the maintenance base 40 (step A12).

  Next, the parts packing apparatus 203 performs processing so that the removed faulty parts can be transported and packed in a dedicated case by the faulty parts packing arm and delivered to the maintenance base 40 as it is (step A13). After the delivery process is completed in the parts packaging apparatus 203, an instruction to collect the packaged faulty parts is transmitted from the information transmission apparatus 205 to the delivery base 30 via the communication network 100 (step A14).

  In the delivery base 30, the failure part receiving instruction information transmitted from the parts replacement / delivery system 20 via the communication network 100 is received by the failure information receiving device 301, and the user computer device 10 is installed in the user database 302. The location is confirmed, and the faulty parts packed in the special case are picked up by the parts packing device 203 (step A15).

  Further, the delivery base delivers the picked-up faulty part to the maintenance base 40 and delivers it (Step A16), accepts the maintenance part at the maintenance base 40 (Step A17), delivers it to the parts replacement / delivery system, and is packed. The maintenance parts that have been unpacked are mounted on the maintenance parts stock device 204 (step A18). When this work is completed, a completion report is sent to the maintenance base 40 by the completion report transmission device 303 (step A19).

  The maintenance base 40 receives the failure content information transmitted from the parts replacement and delivery system 20 via the communication network 100 and the failure recovery information transmitted from the user computer device 10 via the communication network 100 by the failure information receiving device 401. The product name, account, failure rate, etc. of the faulty parts received and replaced by the parts replacement / delivery system 20 are managed by the maintenance parts information database 402. When a work completion report is received from the delivery site 30, the work completion report transmission device 403 transmits a work completion report to the user who has installed the user computer device 10 (step A20).

  In order to quickly and reliably carry out fault maintenance work for computer equipment, etc., it not only efficiently transmits and processes fault information and related information, but also uses existing parts replacement / mounting equipment to perform fault maintenance. There is a possibility that the time spent for the technical personnel in charge can be significantly reduced. Therefore, it is effective in improving the efficiency (resource saving) of human technical resources.

Explanatory drawing which shows one Embodiment of this invention. The flowchart (1) which shows operation | movement of this invention. The flowchart (2) which shows operation | movement of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 User computer apparatus 20 Parts exchange and delivery system 30 Delivery base 40 Maintenance base 100 Communication network 201 Failure analysis database 202 Parts replacement apparatus 203 Parts packing apparatus 204 Maintenance parts stock apparatus 205 Information transmission apparatus 301, 401 Fault information reception apparatus 302 User database 303,403 Work Completion Report Transmitting Device 402 Maintenance Parts Information Database

Claims (6)

  A part replacement / delivery system that replaces a faulty part based on the fault information and restores the fault when a fault occurs in an operating computer device, and notifies the related department to supply the corresponding maintenance part, and the part A delivery base that receives a notification from the replacement / delivery system, picks up the faulty part and delivers the relevant maintenance part, and receives a notice from the part exchange / delivery system, grasps the fault, and delivers the relevant maintenance part to the delivery base. A computer failure maintenance system comprising: a maintenance base for delivery to a parts replacement / delivery system; and a communication network that interconnects the parts replacement / delivery system, the delivery base, and the maintenance base.   The parts replacement / distribution system receives a failure information of the computer device, analyzes the failure information and identifies a failed component, a maintenance component stock device storing maintenance components, the failed component and the maintenance A parts exchange device equipped with a device disassembly / assembly arm for exchanging parts, a parts packaging device for packaging faulty parts taken out by the parts exchange device, and the failure contents analyzed by the fault analysis database are sent to the maintenance base 2. The computer failure maintenance system according to claim 1, further comprising: an information transmission device for notifying the computer device and the delivery base of an instruction relating to recovery of the failure.   The delivery base includes a failure information receiving device that receives failure information including an instruction to collect the failed component from the component replacement / delivery system, a user database that holds user information including an installation location of the computer device, and the user database And a work completion report transmission device for recognizing the installation location of the computer device, picking up and delivering the faulty parts and maintenance parts between the parts replacement / delivery system and the maintenance base, and notifying the completion thereof. 3. The computer failure maintenance system according to claim 1 or 2, wherein:   The maintenance base includes a failure information receiving device that receives failure information including the failure content from the component replacement / delivery system, and a maintenance component information database that manages the number and failure rate of the maintenance components of a computer device that is in charge of maintenance. And a work completion report transmitting device for notifying a user who has installed the computer device of completion of failure recovery work when receiving a work completion report from the delivery base. Or the computer failure maintenance method according to 3.   When a fault occurs in the computer device, the fault information transmitted by the computer device is received, the fault information is analyzed to identify the fault component that caused the fault, and the fault is indicated to the device disassembly / assembly arm. Replacing the parts with the corresponding maintenance parts held by the stock device, notifying the failure information to the maintenance base and the delivery base of the computer device, the delivery base picks up the faulty parts and delivers them to the maintenance base, Further, a computer failure maintenance method, wherein a corresponding maintenance part is picked up from the maintenance base and delivered to the stock apparatus. A function of turning off the power of the computer device when receiving fault information of the computer device, a function of analyzing the fault information and identifying a faulty part causing the fault, and instructing the device disassembly / assembly arm to A function for exchanging the faulty part with a corresponding maintenance part held by the stock apparatus, a function for turning on the power of the computer apparatus when the replacement of the faulty part is completed, and the fault information for maintaining the computer apparatus A computer fault maintenance program for causing a computer to realize a function of notifying a base and a delivery base and a function of packing the faulty part and taking it to the delivery base and instructing to deliver it to the maintenance base.

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