JP2005250718A - Trouble information exhibition system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To realize a proper exchange between an information exhibition means using a screen of video output equipment and a support center when trouble occurs in equipment short of user interface ability. <P>SOLUTION: In this trouble information exhibition system, the equipment is provided with a trouble detection part and a function notifying the video output equipment of detailed contents of the trouble, and the video output equipment is provided with a function screen-displaying received information, and a user interface function for repair request coping to the support center of a maker. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to device malfunction information presentation means.

  While devices in recent years have become more and more multifunctional and complex, it can be said that the improvement in user interface for device operation has not been improved so much. There are really many reasons why you can't operate a device well, and it's actually difficult for users to understand the root cause of problems, from simple operation mistakes to soft bugs and physical failures. is there.

  On the other hand, although it is possible to relatively easily realize defect information and display an operation manual on a device having a certain level of display capability, such as a television receiver, a beep sound or LED is displayed on a device that does not have sufficient display capability. The fact is that only poor user interface means, such as blinking and displaying only the error number, can be realized, and you have to rely on the manual and support center for everything. In addition, when explaining the failure situation by the user himself, it is difficult to convey accurate information by telephone exchange, and eventually the service person comes to understand the current situation once after all There was a fault that there was only.

As measures for improvement, there are shown means for notifying the contents of the defect directly from the device to the support center of the manufacturer, and means for acquiring the defect information of the device from the support center via the network (for example, Patent Document 1). , See Patent Document 2).
JP 2002-352025 A JP 2002-92206 A

  In general, in addition to the content of requesting repairs for device malfunctions, there are also content that can be solved by the user alone, such as simpler operating procedures, explanations of specifications, and replenishment guidance for consumables. For this reason, even if the failure information presentation system according to the prior art is applied in the presentation of failures and failures in devices that do not have sufficient display capability, it is not excellent as a user interface, so it supports such daily failure response The load on the center.

  The present invention provides user interface means for enabling the user himself to solve the problem.

  The most important feature of the present invention is that defect information generated in various devices is transmitted to a video output device having sufficient display capability and displayed instead.

  By utilizing the display capability and operability of the video output device, the system of the present invention makes it possible to present easy-to-understand malfunction information to a device with poor display capability, and to operate on the video output device. Therefore, there is an advantage that detailed defect information can be transmitted to the support center without error.

  The present invention aims at presenting defect information on a device that does not have sufficient display capability, and is easy for the user to understand by using information mail transmission means from the device side and a video output device capable of receiving mail. In addition to the above, the system has the function of transmitting accurate information to a service person by attaching necessary information such as failure information to an e-mail.

  Furthermore, the present invention realizes a configuration in which contents can be updated relatively easily by describing a homepage address or the like in the mail contents and making it possible to acquire information from a Web server.

(Embodiment 1)
FIG. 1 is a block diagram according to the first embodiment of the present invention.

  Reference numeral 101 denotes a defect information transmitting device in which a defect has occurred; 102, a defect detection unit that detects a defect; 103, a self-diagnosis unit that searches for the cause of the defect; 104, a defect information management unit that summarizes general information about the defect; It is a mail transmission part which transmits information to a video output device.

  Reference numeral 111 denotes a video output device that displays defect information, 112 is a mail receiving unit that acquires defect information, 113 is a screen output control unit that converts the information into an appropriate screen image, 115 is a screen display unit such as a CRT, 114 is a user I / F control unit for managing user operations, 116 is a repair request output unit for creating text and information for making repairs and inquiries, and 117 is a mail transmission unit for transmitting the information. Reference numeral 121 denotes a wide area network, 122 denotes a home network, and 131 denotes a mail server such as a manufacturer support center.

  The operation of the apparatus of the present invention configured as described above will be described.

  A defect occurring in the defect information transmitting device 101 is detected by the defect detection unit 102, and the self-diagnosis unit 103 comprehensively checks the defect detection location, checks of each hardware module unit, software process dump information, nonvolatile memory information, and the like. The correct failure results. Based on the result information, the defect information management unit 104 collects information such as the model, product number, and software version, and sends the e-mail address of the manufacturer support center, the guidance information presented to the user, and the like to the video output device 111. It is transmitted via the unit 105.

  The defect information is received by the video output device 111 by the mail receiving unit 112 and displayed on the screen display unit 115 through the screen layout configuration by the screen output control unit 113. The user I / F control unit 114 manages user operations at this time, and controls page up / down, screen scrolling, user intention confirmation, and the like.

  A plurality of e-mail addresses to be transmitted from the defect information transmitting device 101 can be registered in advance, and can be transmitted in order of priority and sent to another video output device 111 until there is a response. It is assumed that information transmission settings can be made at a place where information is to be acquired.

  FIG. 3 is a display image of the contents of the trouble when recording with a cassette tape is not possible with the AV component. The user can know what to check based on this content, and can understand the content of the problem without having to search and confirm the manual.

  FIG. 4 shows a screen for asking the user whether or not to request a repair. If possible, it may be possible to display a period necessary for repair, a target amount of money, and the like. Detailed information from the defect information transmitting device that originally caused the defect is attached to the repair request mail that is sent out, so that an accurate instruction can be given to the support center. The reply from the support center can be a mail to the video output device. Of course, the contact information and address required for the repair request can be registered in the video output device or the defect information transmission device.

  FIG. 5 shows that the consumable item has been exhausted, but it is also possible to purchase on this screen.

  Here, the mail between the defect information transmitting device and the video output device is described by means of mail. However, any communication means realized between the defect information transmitting device and the video output device may be used, for example, ftp In the case of a high-speed communication network using TCP / IP, it is possible to explain the situation using images and moving images in real time, and if Bluetooth is taken into consideration, it can be used in a wireless portable trouble information transmission device. is there.

  Also, as a device that receives the failure guidance, not only video equipment but also AV equipment such as a radio, voice guidance to a mobile phone, and text guidance can be considered.

  Of course, there are cases where the video output device itself uses this function, or the video output device that has lost its display capability due to a monitor failure, etc. is displayed on another video output device, mobile phone, etc. It is a form.

(Embodiment 2)
FIG. 2 is a block diagram according to the second embodiment of the present invention, and is the same as FIG. 1 except for 218, 219 and 232. 218 is a browser display function such as HTML, 219 is a communication unit for realizing the communication protocol, and 232 is a Web server.

  The operation of the apparatus of the present invention configured as described above will be described.

  In addition to the contents described in the first embodiment, the defect information management unit 104 attaches a homepage address such as a URL corresponding to the defect to the defect that has occurred in the defect information transmitting device 101. In the video output device 111 that has received the mail, the screen output control unit 113 acquires information from the Web server 232 via the browser control unit 218 and the communication unit 219 and displays the information on the screen display unit 115. On the screen of the video output device 111, the display and operation of the homepage screen used on a personal computer or mobile phone can be performed by simply adding the homepage address or HTML format to the mail content output from the defect information transmission device 101. It becomes the structure which can be browsed.

  It is difficult to update the information contents only with the fixed information output from the defect information transmitting device 101, and also for the purpose of realizing a sufficient user interface without pressing the ROM size of the defect information transmitting device. Think of it as useful.

  As a browser protocol, a case of displaying a data broadcasting screen of digital broadcasting such as bml in addition to http is also conceivable.

  In addition, by realizing this function, it is also possible to display instruction information of any defect information transmitting device constructed on the home page on the screen of the video output device.

  The defect information presenting system of the present invention has an effect of accurately displaying the status of various defect information transmitting devices in the home, and further, it is possible to accurately indicate defect information at the time of repair request. Useful as a field.

The block diagram which shows the whole structure of Embodiment 1 of this invention The block diagram which shows the whole structure of Embodiment 2 of this invention The figure which shows an example of the 1st screen display image in embodiment of this invention The figure which shows an example of the 2nd screen display image in embodiment of this invention The figure which shows an example of the 3rd screen display image in embodiment of this invention

Explanation of symbols

DESCRIPTION OF SYMBOLS 101 Defect information transmission apparatus 102 Defect detection part 103 Self-diagnosis part 104 Defect information management part 105 Mail transmission part 111 Video output device 112 Mail reception part 113 Screen output control part 114 User I / F control part 115 Screen output part 116 Repair request output 116 Unit 117 mail transmission unit 218 browser control unit 219 communication unit 121 wide area network 122 home network 131 mail server 232 Web server

Claims (2)

Defect detection unit that detects various defects in the device, self-diagnosis unit for investigating the cause of the defect, defect information management unit that summarizes information for easy-to-understand the contents of the defect, and output the defect information A failure information transmission device comprising an information transmission unit to perform,
An information receiving unit for receiving defect information, a screen output control unit and a screen display unit for configuring the information on the screen, a user I / F control unit for controlling operations on the screen, and further defect information A video output device having an information transfer unit for transferring additional information included,
The defect information presentation system, wherein the defect information transmitting device and the video output device are connected so as to exchange information. The defect information presentation according to claim 1, wherein the video output device further includes a browser control unit capable of outputting a Web browser, and displays the browser on the screen of the video output device when the defect information screen is output. system.

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