JP2005301126A - Status information managing apparatus, status information management method, and status information management program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To correctly capture the state of an electronic apparatus malfunctionings or being, in such a state and to appropriately cope with it as by necessary repair. <P>SOLUTION: The status information management apparatus includes a status information capturing section 701 for capturing status information, indicating the operating state of a printer; a management information database 112 storing status information captured; and a status information managing section 702 for managing, for each printer, the status information stored in the management information database 112. The status information managing section 702 has an error information detecting part 722 for detecting whether the status information includes information about an error caused in the printer; and a repair information output part 723 for outputting information about the repair needed for the printer, based on the contents of the error indicated by the error information, detected by the error information detecting part 722. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention manages status information indicating an operation state of an electronic device such as a printer held by a customer provided at a remote place, and uses the status information for repair when the electronic device fails, and a status information management method And a status information management program.

  Conventionally, when a sold electronic device such as a printer breaks down, the customer makes a repair request by telephone or e-mail to the service support center, and the customer engineer who receives the repair request installs the damaged electronic device at the installation location. Visited and repaired at the installation site.

  In addition, a repair service support system that enables a quick and accurate repair service of a wide variety of devices is provided (see, for example, Patent Document 1 below). An apparatus that is a target of the repair service support system is configured in advance so as to display and output a failure code that identifies the failure at the time of failure. This repair service support system includes a server arranged to be connectable via a network to a mobile phone capable of inputting a failure code. The server includes a repair procedure database in which a failure code and a failure repair procedure represented by the failure code are stored in association with each other, and when the failure code displayed and output by the device is input from a mobile phone via a network, The repair procedure of the failure represented by the failure code input with reference to the repair procedure database is returned to the mobile phone.

JP 2003-228632 A

  However, in the above-described conventional technology, the cause of the failure is uniform by the failure code, and therefore the state of each user who uses the target device, such as usage time, usage method, and usage environment, is not reflected in the failure cause. . Therefore, even if the customer engineer goes to the place where the failed target device is installed and repairs are performed according to the repair procedure obtained from the above-described failure code, the same failure may occur again. As a result, the user of the target device has to make repair requests many times due to the same cause of failure, and the electronic device cannot be used. Also, the customer engineer must go to the installation location of the target device several times for repair work due to the same cause of failure. Therefore, there is a problem that it takes time and man-hours to resolve the failure, and the service cost increases.

  In particular, a printing device such as a printer or a copier has a very large number of parts, and a plurality of parts are involved in one failure cause. Even if a failure code such as that described above is used, the failure cannot be resolved. There is also. In such cases, there are many cases in which the failure is actually resolved depending on the skill level of the customer engineer, but in the case of a customer engineer with a low skill level, the part causing the failure may be mistakenly identified. There is a problem that it takes time and man-hours to solve the problem and the service cost increases.

  In order to eliminate the above-described problems caused by the prior art, the present invention can accurately acquire the state of the electronic device at the time of failure of the electronic device, and can appropriately take necessary measures such as repairs. An object is to provide an information management device, a status information management method, and a status information management program.

  In order to solve the above-described problems and achieve the object, a status information management apparatus according to the present invention includes status information acquisition means for acquiring status information indicating an operation state of a printing apparatus, and the status information acquisition means acquired by the status information acquisition means. Storage means for storing status information; and status information management means for managing the status information stored by the storage means for each of the printing apparatuses that have acquired the status information, wherein the status information management means Necessary for the printing apparatus based on error contents indicated by the error information detected by the error information detecting means and error information detecting means for detecting whether or not the error information generated in the printing apparatus is included in the status information Repair information output means for outputting various repair information, and the stator Information acquisition means is characterized by comprising an electronic mail receiving means for receiving the status information included in the received e-mail via the network.

  According to the present invention, when error information is included in status information indicating the operating state of the printing apparatus, the error information is detected and repair information used for repair is output. Thereby, when a failure occurs in the printing apparatus, it is possible to accurately determine the failure location and perform appropriate repairs. The customer can easily communicate the operating status of the printing device via e-mail, and the customer can accurately report the operating status that has occurred in the printing device even if the customer cannot accurately determine the abnormality of the printing device. The status information management apparatus can accurately acquire the operating state of the printing apparatus.

  Further, in the status information management apparatus according to the present invention, the status information included in the e-mail is described in data of a predetermined format that can be handled by the status information management means, and the status information acquisition means Status information extracting means for extracting the error information from the status information described in a predetermined format is provided.

  According to the present invention, the status information included in the received electronic mail can be easily captured, and the processing in the status information management means can be performed efficiently.

  Further, in the status information management apparatus according to the present invention, the data in the predetermined format is described in an XML format, and the status information acquisition means obtains the error information from the status information described in the XML format. Is extracted.

  According to the present invention, since the status information described in the e-mail is in the XML format, the customer can read it as a text document and can grasp the contents to be transmitted as the e-mail. On the other hand, on the status information management device side, the status information can be easily taken in, and the processing in the status information management means can be performed efficiently.

  The status information management apparatus according to the present invention includes status information acquisition means for acquiring status information indicating an operation state of the printing apparatus, storage means for storing the status information acquired by the status information acquisition means, and the storage Status information management means for managing the status information stored by the means for each of the printing apparatuses that have acquired the status information, and the status information management means includes error information generated in the printing apparatus in the status information. Error information detecting means for detecting whether or not the error information is included, and repair information output means for outputting repair information necessary for the printing apparatus based on the error content indicated by the error information detected by the error information detecting means, The status information acquisition means is received from the printing apparatus. Freely, characterized by comprising the cartridge information reading means for reading the status information stored in the memory element provided in a recording material accommodating cartridge.

  According to the present invention, when error information is included in status information indicating the operating state of the printing apparatus, the error information is detected and repair information used for repair is output. Thereby, when a failure occurs in the printing apparatus, it is possible to accurately determine the failure location and perform appropriate repairs. The operating state of the printing apparatus can be acquired based on the status information stored in the storage element of the recording material accommodation cartridge simply by receiving the recording material accommodation cartridge, and the processing in the status information management means can be performed efficiently. it can.

  The status information management apparatus according to the present invention is characterized in that the repair information output means outputs the repair information to a terminal device provided in a department that repairs the printing apparatus.

  According to the present invention, necessary repair information can be quickly transmitted to a department that actually goes to the printing apparatus and repairs the printing apparatus, and the repair work after the occurrence of a failure can be performed smoothly and efficiently.

  Further, the status information management method according to the present invention includes an email receiving step for receiving the status information included in an email received via a network, and the status information received by the email receiving step An error information detection step for detecting whether or not error information generated in the printing device is included, and repair information necessary for the printing device based on the error content indicated by the error information detected by the error information detection step. And a repair information output step for outputting.

  According to the present invention, the customer can easily convey the operating state of the printing apparatus via e-mail, and the operating state generated in the printing apparatus can be accurately determined even if the customer cannot accurately determine the abnormality of the printing apparatus. The status information management side can accurately acquire the operating state of the printing apparatus. When the error information is included in the status information indicating the operation state of the printing apparatus, the error information is detected and repair information used for repair is output. Thereby, when a failure occurs in the printing apparatus, it is possible to accurately determine the failure location and perform appropriate repairs.

  The status information management method according to the present invention includes a cartridge information reading step of reading status information stored in a storage element provided in a recording material containing cartridge, which is detachable from a printing apparatus, and the cartridge information reading step. Based on the error information indicated by the error information detected by the error information detection step that detects whether the error information generated in the printing apparatus is included in the read status information, and the error information detection step And a repair information output step of outputting repair information necessary for the printing apparatus.

  According to the present invention, it is possible to acquire the operation state of the printing apparatus based on the status information stored in the storage element of the recording material accommodation cartridge simply by receiving the recording material accommodation cartridge, thereby efficiently managing the status information. It can be carried out.

  A status information management program according to the present invention causes a computer to execute the above-described status information management method.

  According to the present invention, the above-described status information management method can be executed using a computer.

  Exemplary embodiments of a status information management device, a status information management method, and a status information management program according to the present invention will be explained below in detail with reference to the accompanying drawings.

(Embodiment)
(Overall configuration of status information management system)
First, the overall configuration of the status information management system according to the embodiment of the present invention will be described. Assume that an apparatus handled by a customer is a customer system, and a printing apparatus (printer) is provided in a part of the customer system. The operation state of this printer is status information. An example will be described in which the status information management apparatus acquires this status information and performs a printer maintenance service.

  FIG. 1 is an overall configuration diagram of a status information management system according to an embodiment of the present invention. The customer system 100 includes a personal computer (PC) 101 and a printer 102. The PC 101 is connected to a network 104 such as a LAN via a network card (NIC) 101c. The PC 101 includes a status information acquisition unit 101a and an e-mail creation unit 101b. As the printer 102, in addition to a laser beam printer and an ink jet printer, a multifunction device having a scanner and a printer function is used. The printer 102 is connected to a network 104 such as a LAN via a network card (NIC) 103. These networks 104 are connected to an external network 105 such as the Internet via a proxy server (not shown).

  Inside the printer 102, a recording material containing cartridge 102a containing toner or ink used for printing is detachably provided. The recording material storage cartridge 102a sends the recording material (toner or ink) stored therein to a designated collection destination when the remaining amount of recording material (toner or ink) is exhausted. At the collection destination, the recording material is again replenished and returned to the customer (printer 102). In the illustrated example, for convenience, the collection center for collecting the recording material accommodation cartridge 102a is the management center 110.

  Such a customer system 100 is provided for each customer, and a plurality of customer systems 100 (not shown) are similarly connected to the network 105. Each customer system 100 is connected to the status information management device 111 of the management center 110 via the network 105. This status information management device 111 functions as a server. A status information management device 111 provided in the management center 110 acquires and manages status information that is an operation state of the printer 102 provided in each customer system 100. In addition, the status information management device 111 includes a management information database 112. The management information database 112 will be described later.

  Each of the printers 102 provided in the customer system 100 detects its own operating state (status information), and outputs this status information to the display unit provided in the own machine, the PC 101, and the recording material storage cartridge 102a. .

  In the PC 101, a status information acquisition unit 101a such as a printer driver incorporated in the PC 101 as software acquires status information. The status information acquisition unit 101a displays this state on a display unit (not shown) connected to the PC 101 when an abnormality such as a paper jam or out of toner (ink) occurs in the printer 102.

  The customer who has confirmed the status information displayed on the display unit operates the PC 101 to create an e-mail by the e-mail creating unit 101b when an error requiring repair occurs, and sends the e-mail address of the management center 110. An e-mail can be sent to. At this time, the customer reads the error content corresponding to the occurrence of the abnormality displayed on the display unit, and transmits it in the content of the e-mail. An operation may be performed in which the error content portion displayed on the display unit is copied and pasted into the body of the e-mail.

  Then, the status information acquisition unit 101a stores the operation state (status) at the time of normal printing by the printer 102, for example, the operation time of the printer, the number of printed sheets, and the like in the storage unit (not shown) such as the HD of the PC 101 as status information. Accumulated and stored as print history. This status information includes error information when an abnormality occurs.

  In addition, when an abnormality occurs during printing, the status information acquisition unit 101a converts status information including error information of the abnormality occurrence into a data format that can be described as the contents of the e-mail, and generates an e-mail creating unit The status information can also be set to be automatically output to 101b. In the case of this configuration, when status information including error information is output from the status information acquisition unit 101a to the email creation unit 101b, the PC 101 automatically activates the email creation screen in the email creation unit 101b, The e-mail address of the management center 110 set in advance in the destination column is set as the destination, and status information including error information is inserted in the body column.

  Thereby, the customer can transmit status information including error information such as when an abnormality has occurred to the management center 110 only by performing a transmission operation. Note that the status information acquisition unit 101a can also convert status information including error information at the time of occurrence of an abnormality into a predetermined data format that can be attached to an e-mail and output it to the e-mail creation unit 101b. In this case, the e-mail creation unit 101b can transmit the status information data to the management center 110 in a form attached to the e-mail.

  The recording material storage cartridge 102a is provided with a storage element (details will be described later) for storing status information. In this storage element, status information on the mounted printer 102 is stored as a history.

  In addition, the printer 102 can directly transmit the status information to the status information management apparatus 111 via the networks 104 and 105.

  The status information management device 111 provided in the management center 110 is provided by collecting the recording material storage cartridge 102a, by receiving an e-mail transmitted from the PC 101 of the customer system 100, or directly by the printer 102 via the network 105. The status information of the printer 102 is acquired. When it is detected that the acquired status information includes error information that requires repair, information on the occurrence of repair related to the customer system 100 (printer 102) in which repair is necessary is output.

  The field service center 120 is a department in charge of regular maintenance of the printer 102 and repair in the event of a failure. In the field service center 120, the corresponding printer 102 is repaired based on the repair occurrence information output from the status information management device 111. When the printer 102 needs to be repaired, the dispatcher 121 acquires information on occurrence of repair output from the status information management device 111, estimates necessary repair contents, for example, a repair location, and selects a part 130 to be used for repair. A customer engineer (CE) 122 responsible for repairing the corresponding printer 102 is appointed. The appointed CE 122 brings parts 130 necessary for repairing the printer 102 and goes to the installation location of the customer system 100 to repair the printer 102. The CE 122 may estimate the repair location performed by the dispatcher 121 and select the part 130.

  When the printer 102 is out of order, a repair request can be made by contacting a telephone or the like that has been provided conventionally. The call center 140 is a department that receives telephone communications from customers. When the call center 140 receives notification from the customer about the failure of the printer 102, the call center 140 requests the field service center 120 for repair. Thereafter, the CE 122 goes to repair the printer 102 in the same manner.

(Hardware configuration of status information management device)
Next, the hardware configuration of the status information management apparatus 111 shown in FIG. 1 will be described.

  FIG. 2 is a block diagram showing a hardware configuration of the status information management apparatus according to the embodiment of the present invention. In FIG. 2, a status information management apparatus 111 includes a CPU 201, a ROM 202, a RAM 203, an HDD (hard disk drive) 204, an HD (hard disk) 205, an FDD (flexible disk drive) 206, and a removable recording medium. An FD (flexible disk) 207, a display 208, an I / F (interface) 209, a keyboard 211, a mouse 212, a scanner 213, a printer 214, and a disk drive 216 are provided as examples. Each component is connected by a bus 200.

  Here, the CPU 201 governs overall control of the status information management device 111. The ROM 202 stores a program such as a boot program. The RAM 203 is used as a work area for the CPU 201. The HDD 204 controls data read / write with respect to the HD 205 according to the control of the CPU 201. The HD 205 stores data written under the control of the HDD 204 and causes the status information management apparatus 111 to read data stored in the HD 205.

  The FDD 206 controls reading / writing of data with respect to the FD 207 according to the control of the CPU 201. The FD 207 stores data written under the control of the FDD 206 or causes the status information management apparatus 111 to read data stored in the FD 207.

  In addition to the FD 207, the removable recording medium may be a CD-ROM (CD-R, CD-RW), MO, memory card, or the like. The display 208 displays data such as a document, an image, and function information as well as a cursor, an icon, or a tool box. As the display 208, for example, a CRT, a TFT liquid crystal display, a plasma display, or the like can be adopted.

  The I / F 209 is connected to a network 105 such as the Internet through the communication line 210, and is connected to other devices via the network 105. The I / F 209 manages an internal interface with the network 105 and controls input / output of data from an external device. For example, a modem or a LAN adapter may be employed as the I / F 209.

  The keyboard 211 includes keys for inputting characters, numbers, various instructions, and the like, and inputs data. Moreover, a touch panel type input pad or a numeric keypad may be used. The mouse 212 moves the cursor, selects a range, moves the window, changes the size, and the like. A trackball or a joystick may be used as long as they have the same function as a pointing device.

  The scanner 213 optically reads an image and takes in the image data into the status information management device 111. The scanner 213 may have an OCR function. The printer 214 prints image data and document data. For example, a laser printer or an ink jet printer can be employed as the printer 214. The disk drive 216 controls reading of data with respect to the CD / DVD disk 215 that is a detachable recording medium according to the control of the CPU 201.

  FIG. 3 is a chart showing information acquired by the status information management apparatus. In FIG. 3, the acquisition information 300 includes a device ID 301 and status information 302. The device ID 301 includes the ID of the printer 102 shown in FIG. 1 and user information that owns the printer 102. The status information 302 is information indicating the operating state of the printing apparatus (printer 102). The status information 302 includes, for example, information on the status of sensors built in the printer 102, fan status, motor status, communication status, module status, number of printed sheets, paper size, consumables, and the like.

  The status information 302 may include error information 303. This error information is information indicating an abnormality of the status information 302 described above. Specifically, the error information includes an error code 304 and an error occurrence time 305 when the error code 304 has occurred. Here, the error code 304 will be specifically described.

  FIG. 4 is a chart showing specific contents of error information. In FIG. 4, error codes 304 (e1 to e5) are respectively “sensor abnormality”, “fan abnormality”, “motor abnormality”, “communication abnormality”, and “module abnormality” representing the abnormality of the status information 302 described above. It is associated. Next, specific contents of the management information database 112 shown in FIG. 1 will be described.

  FIG. 5 is a chart showing data contents stored in the management information database shown in FIG. In FIG. 5, management information 500 includes status information 302 (S1 to S5), error information 303 (error codes e1 to e5), and repair information 501 for each of the printing apparatuses (printers 102) A to Z. Yes. As an example, status information S1 is “sensor status”, status information S2 is “fan status”, status information S3 is “motor status”, status information S4 is “communication status”, and status information S5 is “module”. State ".

  In the error information 303, the error codes 304 (e1 to e5) shown in FIG. 4 are recorded. The repair information 501 includes faulty part information 502 and the like. The failed part information 502 is information indicating a part that has failed due to an abnormality represented by the error codes e1 to e5. Specifically, the failed part information 502 can be represented by a lot number indicating the part that becomes the failed part.

  FIG. 6 is a perspective view showing the recording material accommodation cartridge. Recording materials such as toner and ink necessary for printing by the printing apparatus 102 are accommodated in the recording material accommodation cartridge 102a. The recording material accommodation cartridge 102a is provided with a storage element 601 for recording a history of status information. The storage element 601 is provided inside the protective cover.

(Functional configuration of status information management device)
Next, a functional configuration of the status information management apparatus 111 shown in FIG. 1 will be described.

  FIG. 7 is a block diagram showing a functional configuration of the status information management apparatus shown in FIG. The status information management apparatus 111 provided in the management center 110 shown in FIG. 1 includes a status information acquisition unit 701, a status information management unit 702, and the management information database 112 described above. The status information acquisition unit 701 and the status information acquisition and management functions executed by the status information management unit 702 are obtained by the CPU 201 illustrated in FIG. 2 executing a program for status information management processing.

  The status information acquisition unit 701 includes a cartridge information reading unit 711 that reads status information from the storage element 601 of the recording material accommodation cartridge 102a, and a receiving unit 712. The cartridge information reading unit 711 reads status information stored in the storage element 601 via a contact terminal (not shown) that is electrically connected to the storage element 601 of the recording material accommodation cartridge 102a. The receiving unit 712 receives the status information via the network 105. Status information transmitted directly from the printer 102 via the network 105 is received.

  The receiving unit 712 is provided with an e-mail receiving unit 713. The e-mail receiving unit 713 receives an e-mail transmitted from the PC 101 of the customer system 100. Then, the status information described in or attached to the e-mail is extracted. Specifically, the status information acquired by these status information acquisition units 701 is the acquisition information 300 described in FIG. The acquired information 300 is stored as status information 302 for each apparatus in the management information database 112 serving as a storage unit.

  The status information management unit 702 includes a customer system detection unit 721, an error information detection unit 722, and a repair information output unit 723. The customer system detection unit 721 accesses the management information database 112 based on the status information input received by the status information acquisition unit 701 and searches for the device ID 301 of the customer system 100 registered in the management information database 112 in advance. The customer system 100 that transmitted the status information is detected. The management information database 112 realizes its function by, for example, a readable / writable recording medium such as the RAM 203, the HD 205, the FD 207, and the CD / DVD disc 215 shown in FIG.

  The error information detection unit 722 detects the specific content of the error based on the error information included in the received status information. More specifically, with reference to FIG. 5, the error code “e1” is detected for the printing apparatus (printer 102) A. The repair information output unit 723 determines whether or not repair is necessary based on the content of the error detected by the error information detection unit 722, and outputs repair information when repair is necessary. The repair information output by the repair information output unit 723 when repair is required is output to a display unit (not shown). The repair information can be printed out from a printing unit such as a printer (not shown).

  The repair information may be transmitted to a terminal device (for example, a PC) 732 provided in the field service center 120 via the communication unit 731 and the network 105. The reception unit 712 and the communication unit 731 can be configured using the I / F 209 illustrated in FIG. Note that settings and operations necessary for executing the above-described processing in the status information management apparatus 111 are performed using an operation unit (not shown).

  Specifically, the error information detection unit 722 functions as the CPU 201 executes a program recorded in the ROM 202, RAM 203, HD 205, FD 207, CD / DVD disk 215, and the like shown in FIG. Realize.

(Status information management procedure)
Next, a procedure of status information management processing according to the embodiment of the present invention will be described. Here, an example in which repair information necessary for the printing apparatus (printer 102) is output based on error information included in status information will be described.

  FIG. 8 is a flowchart showing the contents of status information management processing executed by the status information management apparatus. First, the status information acquisition unit 701 acquires status information of the printing apparatus (printer 102) (step S801). Specifically, the acquisition information 300 described in FIG. 3 is acquired. This acquired information 300 includes status information 302. The status information acquisition unit 701 outputs the acquired status information to the status information management unit 702. The error information detection unit 722 of the status information management unit 702 detects whether the status information includes error information (error information 303 described in FIG. 3) (step S802).

  When the error information is included in the status information (step S802: Yes), the customer system detection unit 721 detects the customer system 100 (printer 102) corresponding to the status information (step S803). The customer system detection unit 721 accesses the management information database 112 and detects the corresponding printing device (printer 102) based on the device ID 301 included in the acquired information 300. On the other hand, when the error information is not included in the status information (step S802: No), the following error detection process is not executed, and the process returns to step S801 to wait for reception of new status information.

  After executing step S803, the error information detection unit 722 detects the error content indicated by the error information (step S804). Specifically, the error content 401 shown in FIG. 4 is detected based on the error code 304 shown in the error information 303 shown in FIG. At this time, the error occurrence time 305 included in the error information 303 acquired at the same time is detected. Thereafter, the importance level of the detected error content is detected (step S805). In the management information database 112 shown in FIG. 7, a plurality of levels of importance are set in advance for each error content. The error information detection unit 722 detects the importance of the error content with reference to the setting content of the management information database 112. The importance of the detected error content is given for each error content 401.

  Thereafter, when the importance level of the detected error content is higher than the predetermined importance level (step S805: Yes), the error content is classified by occurrence location (step S806). In the management information database 112, occurrence locations are classified and set in advance for each error content, and the error information detection unit 722 refers to the setting content of the management information database 112 and identifies the detected error content for each occurrence location. Classify. On the other hand, when the importance level of the detected error content is lower than the predetermined importance level (step S805: No), the process returns to step S801 without performing the subsequent processing.

  Next, the repair information output unit 723 outputs the error contents classified by the error occurrence location classified in step S806 as repair information (step S807). This repair information is configured by listing the error contents classified by error occurrence location in a table format. The repair information listed is output to display means and communication unit 731 (not shown).

  The repair information output to the communication unit 731 is transmitted to the PC 732 of the field service center 120, and the field service center 120 obtains repair information of the printing apparatus (printer 102) requiring repair via the PC 732.

  In the above processing, the importance level of the error is determined, and the repair information is not output for the error content having the low importance level. However, all error contents can be output as repair information regardless of the level of importance. In this case, the dispatcher 121 and the CE 122 of the field service center 120 can obtain all error contents as repair information, which can be used for failure analysis of the entire printer 102.

  The processing described with reference to FIG. 8 is a processing example for generating repair information corresponding to error information such as a failure occurring in the printing apparatus (printer 102). The status information management apparatus 111 can manage not only the acquisition of error information but also the status of the printing apparatus (printer 102) indicated by the status information 302 (see FIG. 3), that is, the operating state. The status information 302 acquired by the status information management apparatus 111 can be stored in the management information database 112 for each apparatus ID 301. As a result, a history of status information for each printing apparatus (printer 102) can be stored in the management information database 112.

  Incidentally, a history of status information 302 (acquired information 300 shown in FIG. 3) is recorded in the storage element 601 of the recording material accommodation cartridge 102a. Accordingly, the cartridge information reading unit 711 provided in the status information acquisition unit 701 can acquire the history of the status information 302 of the printing apparatus (printer 102) in which the recording material accommodation cartridge 102a is used.

  By storing a status history for each printing apparatus (printer 102) in the management information database 112, it is possible to detect a change in the operation state of each printer 102, and by analyzing the change in the operation state, a failure occurs. It is also possible to make predictions. For example, the status information 302 includes the overall operation time of the printer 102, the environmental temperature, the usage period of toner and ink as recording materials, and the like. For example, when the total operation time reaches a predetermined time, the status information management unit 702 detects an expected consumable part even before the occurrence of a failure (before detection of the error information 303), and uses the corresponding part 130. It becomes possible to instruct maintenance. It is also possible to instruct the replacement of a recording material such as toner or ink that has exceeded a predetermined performance quality period.

  As described above, the status information management apparatus according to the present invention uses the status information of the printer 102 to output not only the repair information at the time of the failure but also the printer 102 that is operating normally before the failure occurs. However, it will be possible to instruct proper maintenance work.

  FIG. 9 is a chart showing an example of repair information. As shown in the figure, the repair information 901 includes information 910 of the customer system 100 (printer 102), an abnormality occurrence location 911 of the printer 102, an error content 912 classified for each abnormality occurrence location 911, an error occurrence time 913, and the like. , And error importance 914. As described above, by classifying the error contents 912 according to the places where the abnormality has occurred, it is possible to clarify the error contents 912 generated at the abnormality occurrence place 911. In the example shown in the figure, the error contents 912 are arranged in the descending order of the importance 914 of the error, so that the importance can be easily grasped.

  The dispatcher 121 or the CE 122 of the field service center 120 can identify the location 911 where an abnormality has occurred in the corresponding customer system 100 (printer 102) based on the contents of the repair information 901. Further, it is possible to easily estimate the part 130 (see FIG. 1) necessary for repairing the abnormality occurrence point 911.

  In the repair information 901, the error content 912 is associated with the error occurrence time 913 and listed in the same column. The error occurrence time 913 is the content indicated by the error occurrence time 305 shown in FIG. As a result, the content of the failure can be specified more accurately based on the error occurrence time generated at a certain abnormality occurrence location 911, and the part 130 can be selected more accurately. For example, as shown in the figure, when a plurality of error contents occur simultaneously at almost the same time in one abnormality occurrence location 911 within a short time, the failure details occurring at this abnormality occurrence location 911 are specifically identified. The necessary parts 130 can be accurately selected. The CE 122 brings the part 130 indicated in the repair information 901 and goes to the installation location of the customer system 100 to repair the printer 102.

(Example of status information creation processing using email)
An example of status information creation processing using an email executed by the email creation unit 101b provided in the PC 101 on the customer system 100 side will be described.

  FIG. 10 is a diagram illustrating an example of creating status information using electronic mail. The PC 101 provided in the customer system 100 is operated to activate the e-mail creating unit 101b, and a general-purpose e-mail creating screen 1001 as shown is displayed. At this time, the e-mail address of the e-mail receiving unit 713 of the status information management apparatus 111 is set in the destination column 1002. In the subject field 1003, the device ID 301 of the printing device (printer 102) of the customer system 100 is set.

  In the text field 1004, status information 302 (see FIG. 3) acquired by the status information acquisition unit 101a is set. In this figure, error information 303 is mainly described. The error information 303 includes the error code 304 and the error occurrence time 305 as described above. The status information acquisition unit 101a acquires error information 303 when the abnormality of the printer 102 is detected, activates the e-mail creation unit 101b, and sets data based on text data in the respective fields 1002 to 1004. Not limited to this, the status information 302 may be attached as an attached file. In this case, it is displayed as an attached file in the attached file display field 1005 shown in the figure.

  As described above, the status information acquisition unit 101a is not limited to automatically setting the status information by activating the e-mail creating unit 101b. For example, when the printing apparatus (printer 102) is abnormal, a customer who handles the customer system 100 receives an e-mail. The function of the creation unit 101b (e-mail creation application) may be activated to set the contents of the fields 1002 to 1004.

  In the above description, an example in which characters based on text data are set in the fields 1002 to 1004 of the e-mail creation screen 1001 has been described. By using the text data, the user (operator) of the customer system 100 can easily check and grasp the contents described in the e-mail to be sent, and prevent sending unnecessary information to the outside. Can do. The status information set in the e-mail by the e-mail creation unit 101b is transmitted to the status information management apparatus 111 via the network 105 such as the Internet. In the status information management apparatus 111, the e-mail receiving unit 713 receives this e-mail, the error information detecting unit 722 detects error information included in the status information, and stores it in the management information database 112.

  As described above, the status information management device 111 is preferably in a data format suitable for handling in internal processing, for example, binary data, including data exchange with the management information database 112. On the other hand, as described above, on the customer system 100 side, text data that can be easily understood by the operator is desirable. In order to achieve both of these, data in a data format that can be easily understood by the operator of the customer system 100 and easy to handle in the status information management device 111, for example, data according to a predetermined fixed format other than text data. desired. Specifically, there is CSV format data in which text data is separated by commas. In addition, there is XML format data.

  For example, the e-mail creating unit 101b describes an e-mail with the XML format data. The e-mail creation unit 101b includes a data conversion unit that attaches a predetermined tag to the status information 302 input and set as text data and converts it into XML format data.

  Since the XML format data can be handled as a text document, the readability is higher than that of binary data, and the operator of the PC 101 of the customer system 100 can easily confirm the description. Moreover, it can respond to internationalization by adopting Unicode. Further, the data of the management information database 112 can be unified by the XML format.

  In the description of the above embodiment, the field service center 120 is configured to immediately send the CE 122 to perform repair when the status information management apparatus 111 detects error information included in the status information. Not limited to this, the field service center 120 examines the repair contents based on the contents of the error information received by the status information management device 111 after the customer requests the call center 140 for a failure report and a repair request. It is also possible to send the CE 122 to repair the printer 102 only at times. As a result, the CE 122 can be sent immediately only when the customer desires repair.

  Specifically, in the repair information 901, information indicating whether or not the call center 140 has received a repair request from a customer of the corresponding customer system 100 can be given as an identifier. A terminal device (for example, a PC) that can be connected to the status information management device 111 is installed in the call center 140 in advance, and when a repair request is received from a customer, a repair request is sent to the repair information 901 of the corresponding customer system 100. An identifier indicating that it has been received is given. As a result, the field service center 120 side can confirm that there is a repair request by referring to the identifier assigned to the repair information 901, and after confirming the assignment of the identifier, the field service center 120 outputs it to the installation location of the customer system 100. Just point it. Even when there is no repair request from the customer, it is conceivable that the CE 122 grasps that fact and goes to the customer to inform the customer that an error has occurred and repair.

  Further, the status information management device 111 can be configured to transmit the repair information 901 to a terminal device installed in the call center 140. As a result, the call center 140 can acquire repair information 901 of the customer system 100 that has failed. For example, the status information management device 111 transmits repair information 901 (see FIG. 9) to which the error importance level 914 is given to the call center 140. As a result, the call center 140 can perform an appropriate response at the time of contact according to the importance 914 of the error when a customer requests repair by telephone or the like later. For example, an error content with a low error severity 914 such as a jam of the printer 102, a paper jam, etc., can be resolved by appropriately conveying the appropriate solution to the customer only by telephone at the time of contact. Become. In this case, the CE 122 can be prevented from going to waste.

  According to the embodiment described above, the CE 122 of the field service center 120 that actually repairs the customer system 100 (printer 102) can quickly and accurately grasp the contents of the failure. Thereby, after the failure of the customer system 100, the elapsed time until the actual repair is started can be shortened. Further, it is possible to accurately select the necessary replacement part 130 due to the occurrence of a failure based on the detection of the location where an error has occurred and bring only the necessary parts.

  In particular, the large printer 102 for business use tends to increase the size of the part 130 itself, so that the selection and transportation of the part 130 can be made efficient. Such a printer 102 is likely to fail due to a mechanical operation of feeding printing paper, executing printing, and discharging the paper. However, the operation state of the printer 102 should be monitored remotely. Thus, even when the printer 102 breaks down and it is necessary to replace the part 130 of the large mechanism, it is possible to arrange the appropriate part 130 and appropriately and efficiently cope with the occurrence of the failure. The actual repair work can be completed in a short time by accurately grasping the failure location. In this way, the customer system 100 can be efficiently performed in a short time from the occurrence of a failure to the completion of the repair.

  The printing apparatus (printer 102) that constitutes a part of the customer system 100 described in the above embodiment is applicable to all printers such as small and large laser beam printers and inkjet printers that print out using printing paper. it can. In addition to this, the present invention can be similarly applied to a multi-function machine having a document reading scanner function in addition to a printing function.

  The status information management method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM, an MO, and a DVD, and is executed by being read from the recording medium by the computer. The program may be a transmission medium that can be distributed via a network such as the Internet.

1 is an overall configuration diagram of a status information management system. The block diagram which shows the hardware constitutions of a status information management apparatus. The chart which shows the information which a status information management device acquires. The chart which shows the concrete contents of error information. The chart which shows the data contents of a management information database. FIG. 3 is a perspective view showing a recording material accommodation cartridge. The block diagram which shows the functional structure of a status information management apparatus. The flowchart which shows the processing content of status information management. The chart which shows an example of repair information. The figure which shows the creation example of the status information using an email.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Customer system, 101a Status information acquisition part, 101b E-mail preparation part, 102 Printer (printing apparatus), 110 Management center, 102a Recording material accommodation cartridge, 111 Status information management apparatus, 112 Management information database, 120 Field service center, 130 Parts, 140 call center, 701 status information acquisition unit, 702 status information management unit, 711 cartridge information reading unit, 712 receiving unit, 713 e-mail receiving unit, 721 customer system detection unit, 722 error information detection unit, 723 repair information output unit , 731 Communication Department, 901 Repair Information

Claims (8)

Status information acquisition means for acquiring status information indicating the operating state of the printing apparatus;
Storage means for storing the status information acquired by the status information acquisition means;
Status information management means for managing status information stored by the storage means for each of the printing apparatuses that have acquired the status information;
With
The status information management means includes
Error information detecting means for detecting whether or not error information generated in the printing apparatus is included in the status information;
Repair information output means for outputting repair information necessary for the printing apparatus based on the error content indicated by the error information detected by the error information detection means;
With
The status information acquisition means includes
A status information management apparatus comprising: an e-mail receiving unit that receives the status information included in an e-mail received via a network. The status information included in the e-mail is described in data in a predetermined format that can be handled by the status information management means,
The status information acquisition means includes
2. The status information management apparatus according to claim 1, further comprising status information extraction means for extracting the error information from the status information described in the predetermined format. The data in the predetermined format is described in the XML format,
The status information acquisition means includes
The status information management apparatus according to claim 2, wherein the error information is extracted from the status information described in the XML format. Status information acquisition means for acquiring status information indicating the operating state of the printing apparatus;
Storage means for storing the status information acquired by the status information acquisition means;
Status information management means for managing status information stored by the storage means for each of the printing apparatuses that have acquired the status information;
With
The status information management means includes
Error information detecting means for detecting whether or not error information generated in the printing apparatus is included in the status information;
Repair information output means for outputting repair information necessary for the printing apparatus based on the error content indicated by the error information detected by the error information detection means;
With
The status information acquisition means includes
A status information management device comprising cartridge information reading means for reading the status information stored in a storage element provided in a recording material containing cartridge, which is detachable from the printing device. The repair information output means includes
5. The status information management apparatus according to claim 1, wherein the repair information is output to a terminal device provided in a department that repairs the printing apparatus. An e-mail receiving process for receiving the status information included in the e-mail received via the network;
An error information detecting step for detecting whether or not error information generated in the printing apparatus is included in the status information received by the e-mail receiving step;
A repair information output step of outputting necessary repair information to the printing device based on the error content indicated by the error information detected by the error information detection step;
A status information management method comprising: A cartridge information reading step for reading status information stored in a storage element provided in the recording material storage cartridge, which is detachable from the printing apparatus;
An error information detection step for detecting whether or not error information generated in the printing apparatus is included in the status information read by the cartridge information reading step;
A repair information output step of outputting necessary repair information to the printing device based on the error content indicated by the error information detected by the error information detection step;
A status information management method comprising: A status information management program which causes a computer to execute the status information management method according to claim 6 or 7.

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