JP2006048588A - System and method for remote diagnosis - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform remote diagnosis for equipment, which is not connected to a telephone network, from the outside, while ensuring confidentiality of data being a communication object. <P>SOLUTION: A system for remote diagnosis includes a multifunction machine 103 connected to the Internet 104 through a firewall 108, and a diagnosis apparatus 102 for performing the remote diagnosis of the multifunction machine 103 through the Internet 104. When the multifunction machine 103 detects a specified event, the diagnosis apparatus 102 performs the authentication processing of the multifunction machine 103 using an authentication function of SSL by specifying a port number, whose passage to the inside is permitted by the firewall 108. If the authentication of the multifunction machine 103 is successful, the remote diagnosis of the multifunction machine 103 is performed according to HTTP while encrypting the information communicated by the remote diagnosis by using an encryption function of the SSL. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a remote diagnosis system and a remote diagnosis method for performing a remote diagnosis of a device such as a multifunction machine installed in a remote place.

  Conventionally, there has been proposed a remote diagnosis system that performs a remote diagnosis of a device using a communication function of a device such as a multifunction machine installed in a remote place. As a typical process for remote diagnosis, there is an update process for various setting information of a multifunction machine. That is, the facsimile communication function of the multifunction device is used to read and update various setting information of the multifunction device from a remote service center device via a telephone line network. With the recent spread of the Internet, a method of updating various setting information from the service center device using electronic mail has been put into practical use.

In addition, as a system for grasping the operating status of equipment installed remotely via the Internet, the equipment installed at the customer side and the monitoring system at a remote location are connected via the Internet, and diagnostic data on the operating status of the equipment In addition, an abnormality prediction / lifetime management system has been proposed in which judgment information is communicated to a monitoring system, and an expert of a facility supplier determines whether maintenance is necessary at an appropriate time before failure (see, for example, Patent Document 1).
Japanese Patent Laid-Open No. 2003-50617

  However, in the conventional remote diagnosis system, as described above, as a general rule, remote diagnosis is performed via a telephone line network. However, some currently popular MFPs have an optional facsimile function, and there are models that are not connected to the telephone network. Such a model has a problem that remote diagnosis cannot be performed via a telephone line network.

  In addition, when performing remote diagnosis using electronic mail, there is a problem that it lacks real-time performance compared to the case of using a telephone network and is not suitable for performing maintenance work on devices such as multifunction peripherals. In addition, when using e-mail, securing confidentiality becomes an issue. In order to ensure confidentiality, it is necessary to encrypt data to be communicated. However, when data to be communicated is encrypted, there is a problem that both terminals need to perform encryption processing and decryption processing, and the processing becomes complicated.

  Furthermore, it is conceivable to perform remote diagnosis of devices via the Internet by a method other than electronic mail. However, a device such as a multifunction device is generally purchased by a company or the like, and when connected to a network in the company, the device is generally installed in a firewall. In such a use environment, there is a problem that it is difficult to access the device from an external service center device.

  The present invention has been made in view of the above circumstances, and can remotely perform remote diagnosis on devices not connected to a telephone network while ensuring the confidentiality of data to be communicated. An object is to provide a diagnostic system and a remote diagnostic method.

  The present invention relates to a remote diagnostic system comprising a device connected to the Internet via a firewall and a diagnostic device that performs remote diagnosis of the device via the Internet. When the device detects a specific event, the diagnostic device Specifies the port number that is allowed to pass through the firewall and authenticates the device using the SSL authentication function. If the device authentication is successful, the SSL encryption function communicates with the remote diagnosis. The device is remotely diagnosed according to HTTP while encrypting information to be transmitted.

  ADVANTAGE OF THE INVENTION According to this invention, the remote diagnosis with respect to the apparatus which is not connected to the telephone line network can be performed from the outside, ensuring the confidentiality of the data used as communication object.

  A remote diagnosis system according to a first aspect of the present invention is a remote diagnosis system comprising: a device connected to the Internet via a firewall; and a diagnosis device that performs remote diagnosis of the device via the Internet, When the device detects a specific event, the diagnostic device designates a port number that is allowed to pass through the firewall and performs authentication processing of the device by an SSL authentication function. If successful, a configuration is adopted in which remote diagnosis of the device is performed according to HTTP while encrypting information communicated by remote diagnosis by an SSL encryption function.

  According to this configuration, after specifying the port number that is allowed to pass through the firewall and performing the authentication process by the SSL authentication function, the SSL encryption function encrypts the information communicated by the remote diagnosis. Remote diagnosis is performed in accordance with HTTP. Thereby, since remote diagnosis processing is performed via the Internet, remote diagnosis for devices not connected to the telephone line network can be performed from the outside. At that time, the information communicated by the remote diagnosis is encrypted by the SSL encryption function. For this reason, it is avoided that the information recorded on the device leaks to the outside. Therefore, it is possible to perform remote diagnosis from the outside for a device that is not connected to the telephone line network while ensuring the confidentiality of data to be communicated.

  According to a second aspect of the present invention, in the remote diagnosis system according to the first aspect, the diagnostic device adopts a configuration for performing an authentication process of the device when the device detects an abnormality of the device.

  According to this configuration, when a device detects an abnormality of its own device, the device is authenticated. For this reason, when an abnormality of a device is detected, remote diagnosis for a device not connected to the telephone network can be performed from the outside while ensuring the confidentiality of data to be communicated.

  According to a third aspect of the present invention, in the remote diagnosis system according to the first aspect, the diagnostic device adopts a configuration in which when the device detects a remote diagnosis execution instruction, the device performs an authentication process.

  According to this configuration, when the device detects a remote diagnosis execution instruction, the device is authenticated. For this reason, according to the remote diagnosis execution instruction, it is possible to perform remote diagnosis from the outside on a device not connected to the telephone line network while ensuring the confidentiality of data to be communicated.

  According to a fourth aspect of the present invention, in the remote diagnosis system according to the third aspect, the device detects a remote diagnosis execution instruction in response to an instruction from a user of the device or a request from the diagnostic device. Take the configuration.

  According to this configuration, a remote diagnosis execution instruction is detected in the device in response to an instruction from a user of the device or a request from the diagnostic device. This makes it possible to perform remote diagnosis from the outside on a device that is not connected to the telephone network while ensuring secrecy in response to not only an instruction from the user of the device but also a request from the diagnostic device.

  According to a fifth aspect of the present invention, in the remote diagnostic system according to the fourth aspect, the device receives a request from the diagnostic device by electronic mail.

  According to this configuration, a request from the diagnostic device is sent to the device using electronic mail. Thereby, the diagnostic apparatus can instruct | indicate execution of remote diagnosis with respect to an apparatus using an electronic mail.

  According to a sixth aspect of the present invention, in the remote diagnosis system according to the first aspect, the diagnostic device is configured to notify the operator of the diagnostic device to that effect if the device has not been successfully authenticated. .

  According to this configuration, when the device authentication is not successful, the operator of the diagnostic device is notified of the fact. As a result, the operator of the diagnostic apparatus can immediately recognize that the remote diagnosis has not been properly performed. Further, it is possible to prompt the diagnostic device operator to re-execute remote diagnosis.

  According to a seventh aspect of the present invention, in the remote diagnostic system according to the first aspect, the diagnostic device employs a configuration using an authentication function and an encryption function of TLS instead of an authentication function and an encryption function of SSL.

  According to this configuration, in the diagnostic device, the TLS authentication function and encryption function are used instead of the SSL authentication function and encryption function. As described above, even when the TLS authentication function and encryption function are used, the same effects as those obtained when the SSL authentication function and encryption function are used can be obtained.

  According to an eighth aspect of the present invention, in the remote diagnosis system according to the first aspect, the diagnostic device employs a configuration for performing remote diagnosis of the device according to FTP instead of HTTP.

  According to this configuration, in the diagnostic apparatus, remote diagnosis of the device is performed according to FTP instead of HTTP. Thus, even when FTP is used, the same effect as when HTTP is used can be obtained.

  A remote diagnosis method according to a ninth aspect of the present invention is a remote diagnosis method using a device connected to the Internet via a firewall and a diagnostic device that performs remote diagnosis of the device via the Internet, When the device detects a specific event, the diagnostic device designates a port number that is allowed to pass through the firewall and performs authentication processing of the device by an SSL authentication function. If successful, remote diagnosis of the device is performed in accordance with HTTP while encrypting information communicated by remote diagnosis using the SSL encryption function.

  According to a tenth aspect of the present invention, in the remote diagnosis method according to the ninth aspect, the diagnostic device performs authentication processing of the device when the device detects an abnormality of the device.

  According to an eleventh aspect of the present invention, in the remote diagnosis method according to the ninth aspect, the diagnostic device performs an authentication process for the device when the device detects an execution instruction for remote diagnosis.

  According to a twelfth aspect of the present invention, in the remote diagnosis method according to the eleventh aspect, the device detects a remote diagnosis execution instruction in response to an instruction from a user of the device or a request from the diagnostic device. Is.

  According to a thirteenth aspect of the present invention, in the remote diagnosis method according to the twelfth aspect, the device receives a request from the diagnostic device by e-mail.

  According to a fourteenth aspect of the present invention, in the remote diagnostic method according to the ninth aspect, the diagnostic device notifies the operator of the diagnostic device to that effect if the device has not been successfully authenticated. .

  According to a fifteenth aspect of the present invention, in the remote diagnosis method according to the ninth aspect, the diagnostic device uses a TLS authentication function and an encryption function instead of an SSL authentication function and an encryption function.

  According to a sixteenth aspect of the present invention, in the remote diagnosis method according to the ninth aspect, the diagnostic device performs remote diagnosis of the device according to FTP instead of HTTP.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a diagram showing a network configuration to which a remote diagnosis system according to an embodiment of the present invention is applied.

  As shown in the figure, the remote diagnosis system according to the present embodiment is constructed in an enterprise with an authentication server 101 installed at a factory of a manufacturer (manufacturer), a diagnosis device 102 installed at a service base, and the like. The remote diagnosis target device 103 connected to the connected network is connected via the Internet 104. In the following, it is assumed that the target device 103 for remote diagnosis is a multifunction device.

  The multifunction machine 103 is connected to a LAN 105, which is a network built in the company, together with other terminals 106 and 107. The multifunction machine 103 has a copy function and a print function. It is assumed that the facsimile function is optional, and the multifunction machine 103 is not equipped with a facsimile function. In other words, the multifunction machine 103 is used only as a copying apparatus and a printer apparatus in a company, and is not used as a facsimile machine. Therefore, only the LAN cable is connected to the multi-function peripheral 103, and the telephone line is not connected.

  In the LAN 105, a firewall 108 is installed at a connection portion with the Internet 104. The firewall 108 restricts access from the outside via the Internet 104. In the present embodiment, for example, the firewall 108 is realized by packet filtering by a router. Access from the outside is restricted by preventing the IP packet in which the port number other than the specific port number is specified in the header information from passing through the LAN 105 by packet filtering. Note that a proxy server may be separately installed on the LAN 105, and access from the outside may be restricted by this proxy server.

  In particular, in the present embodiment, the IP address in which the port number (443) of https (http over SSL) or the port number (990) of https (ftp over SSL) is specified in the header information in the router constituting the firewall 108. The packet is set to pass through the LAN 105.

  The diagnostic apparatus 102 installed at the service base is configured by a personal computer (hereinafter referred to as “PC”) having a normal function. The diagnosis apparatus 102 performs remote diagnosis of the multifunction machine 103 via the Internet 104. At that time, the diagnosis apparatus 102 performs remote diagnosis of the multifunction machine 103 in accordance with, for example, https or https. The diagnostic device 102 performs authentication processing according to SSL (Secure Sockets Layer) before performing remote diagnosis. Then, the information exchanged by the remote diagnosis is encrypted using the session key obtained by the authentication process. As a security protocol, TLS (Transport Layer Security) may be used instead of SSL.

  The authentication server 101 installed in a manufacturer's factory or the like is configured by a PC having a normal function, like the diagnostic device 102. The authentication server 101 issues a certificate used in the authentication process performed between the diagnosis apparatus 102 and the multifunction machine 103. The issued certificate is stored in the memory of the diagnosis apparatus 102 and the multifunction machine 103. Note that any method may be adopted as a method for storing the certificate in the memory unit of the diagnosis apparatus 102 and the multifunction machine 103. That is, it may be transmitted to both devices via the Internet 104 at a timing when both devices can be accessed from the authentication server 101, or may be stored in advance in both devices at the manufacturing stage. . In the latter case, it is assumed that both devices are manufactured by the same manufacturer as the authentication server 101.

  FIG. 2 is a block diagram illustrating a configuration of the multifunction machine 103 according to the present embodiment.

  As shown in the figure, the multifunction machine 103 includes a CPU 201 that controls the entire apparatus. A ROM 203 and a memory 204 are connected to the CPU 201 via a bus 202. The ROM 203 stores a program that is read and executed when the CPU 201 controls the MFP 103. The memory 204 is configured by, for example, FROM. The memory 204 includes a certificate of the certificate authority itself issued by the authentication server 101 (hereinafter referred to as “certificate authority certificate”), a certificate of the MFP 103 itself issued by the authentication server 101 (hereinafter referred to as “multifunction machine” as appropriate). Certificate ”), various setting information of the MFP 103, and image data received via the LAN 105 or read by a scanner described later. The MFP certificate is stored in the manufacturing stage of the MFP 103.

  In addition, a panel unit 205, a recording unit 206, a scanner 207, and a LAN interface (I / F) 208 are connected to the CPU 201 via a bus 202. The panel unit 205 receives an instruction from the user of the multifunction machine 103 and displays the status of the multifunction machine 103. The recording unit 206 records image data instructed via the LAN 105. The scanner 207 reads an object to be read instructed by the user of the multifunction machine 103. The LAN I / F 208 functions as an interface with the LAN 105 to which the multifunction machine 103 is connected.

  Next, in the remote diagnosis system having the above configuration, an operation when the diagnosis apparatus 102 performs remote diagnosis of the multifunction machine 103 will be described. As a premise for explaining this operation, the CA certificate and the MFP certificate are stored in the memory 204 of the MFP 103, while the CA certificate and the authentication server 101 are issued in the memory of the diagnosis apparatus 102. It is assumed that the certificate of the diagnostic device 102 itself (hereinafter referred to as “diagnostic device certificate” as appropriate) is stored.

  FIG. 3 is a flowchart for explaining the operation of the multifunction machine 103 in the remote diagnosis system according to the present embodiment. FIG. 4 is a flowchart for explaining the operation of the diagnostic apparatus 102 in the remote diagnostic system according to the present embodiment.

  As shown in FIG. 3, the multifunction device 103 monitors whether an event that triggers remote diagnosis occurs during normal operation. That is, the multifunction machine 103 monitors the status of the apparatus during normal operation and stores a record (log) of its operating status (ST301). Then, it is determined whether an abnormality has occurred in the MFP 103 and whether a remote diagnosis instruction has been issued (ST302, ST303). If no event has occurred, the processes of ST301 to ST303 are repeated.

  The remote diagnosis instruction may be given from the user of the multifunction machine 103 or from the diagnostic device 102. The former is instructed by the user of the multifunction machine 103 using the panel unit 205. In the latter case, the multifunction device 103 gives an instruction by detecting a request using an electronic mail or the like from the diagnostic apparatus 102. In addition to electronic mail, IPP (Internet Printing Protocol) or the like is used for this request using electronic mail.

  When any event is detected in ST302 or ST303, the MFP 103 performs an authentication process using SSL or TLS (hereinafter referred to as “SSL / TLS authentication process”) (ST304). As will be described later, this SSL / TLS authentication process is started by “Client Hello” from the multi-function peripheral 103. However, header information of an IP packet such as a message from the diagnostic apparatus 102 does not pass through the LAN 105 in advance. Since the permitted port number is designated, the firewall 108 does not restrict access. It is determined whether or not the diagnostic apparatus 102 is an appropriate communication partner by the SSL / TLS authentication process. The SSL / TLS authentication process will be described later.

  After performing the SSL / TLS authentication process, the multi-function peripheral 103 determines whether authentication with the diagnostic apparatus 102 has succeeded (ST305). If the authentication with the diagnostic apparatus 102 is successful, the multi-function peripheral 103 proceeds to remote diagnostic processing (ST306). In such remote diagnosis processing, information exchange necessary for remote diagnosis is performed, and maintenance processing of the multifunction peripheral 103 is performed by the diagnosis device 102. At that time, the information necessary for the remote diagnosis process is encrypted using the session key exchanged by the SSL / TLS authentication process. For this reason, information recorded in the multi-function peripheral 103 is not leaked to the outside.

  On the other hand, if the authentication with the diagnosis apparatus 102 has not succeeded, the multifunction machine 103 performs an alarm process (ST307). In this alarm process, the user of the MFP 103 is notified that the SSL / TLS authentication process has not been properly performed. As a notification method, any method may be adopted. For example, it is conceivable to display the fact on the panel unit 205. Further, it may be notified by voice. In the alarm process, it is preferable not only to notify that the SSL / TLS authentication process has not been properly performed, but also to notify the cause thereof as an embodiment.

  After terminating the remote diagnosis process or performing an alarm process for a certain period of time, the multifunction machine 103 returns the process to ST301. Then, it is monitored again whether an event that triggers remote diagnosis occurs. By repeating such an operation, the operation of the multi-function peripheral 103 when performing remote diagnosis is performed.

  On the other hand, as shown in FIG. 4, the diagnosis apparatus 102 also monitors whether an event that triggers remote diagnosis occurs during normal operation (ST401). Then, the diagnosis apparatus 102 determines whether an incoming call from the multifunction machine 103 is detected under such monitoring (ST402). If an incoming call from the multifunction device 103 is not detected, the processes ST401 and ST402 are repeated.

  Here, the incoming call from the multifunction device 103 is determined based on whether or not “Client Hello” in the SSL / TLS authentication process described later has been received from the multifunction device 103. “Client Hello” is a message transmitted from the MFP 103 to the diagnosis apparatus 102 at the beginning of the SSL / TLS authentication process. Accordingly, when the multifunction device 103 shifts to the SSL / TLS authentication process, the diagnostic device 102 detects an incoming call from the multifunction device 103.

  If an incoming call from the multifunction device 103 is detected in ST402, the diagnosis apparatus 102 performs SSL / TLS authentication processing (ST403). As described above, since the port number that is allowed to pass through the LAN 105 in advance is specified in the header information of the IP packet such as a message transmitted from the diagnostic device 102 in the SSL / TLS authentication process, the firewall 108 There are no access restrictions. This SSL / TLS authentication process determines whether or not the MFP 103 that is the diagnosis target is an appropriate communication partner.

  After performing the SSL / TLS authentication process, the diagnosis apparatus 102 determines whether the authentication with the MFP 103 has been successful (ST404). If the authentication with the MFP 103 is successful, the diagnosis apparatus 102 shifts to remote diagnosis processing (ST405). In such remote diagnosis processing, the diagnostic device 102 exchanges information necessary for remote diagnosis with the multifunction device 103, and performs maintenance processing of the multifunction device 103 and the like. As described above, since the information necessary for the remote diagnosis process is encrypted using the session key exchanged by the SSL / TLS authentication process, the information recorded in the MFP 103 is leaked to the outside. There is nothing.

  On the other hand, if the authentication with the MFP 103 is not successful, the diagnostic apparatus 102 performs an alarm process (ST406). In this alarm process, the operator of the diagnostic apparatus 102 is notified that the SSL / TLS authentication process has not been properly performed. Thereby, the operator of the diagnostic apparatus 102 can recognize immediately that the remote diagnosis was not performed appropriately. In addition, it is possible to prompt the operator of the diagnostic apparatus 102 to re-execute remote diagnosis. As a notification method, any method may be adopted as in the method in the multifunction machine 103.

  After ending the remote diagnosis process or performing an alarm process for a fixed time, the diagnosis apparatus 102 returns the process to ST401. Then, it is monitored again whether an event that triggers remote diagnosis occurs. By repeating such an operation, the operation of the diagnostic apparatus 102 when performing a remote diagnosis is performed.

  In the flow illustrated in FIG. 4, processing for requesting remote diagnosis from the diagnosis apparatus 102 to the multifunction peripheral 103 by e-mail or the like is omitted. The process of requesting remote diagnosis by e-mail or the like is performed, for example, during the monitoring operation in ST401. After detecting a request for such e-mail or the like and the multifunction device 103 instructs remote diagnosis, the multifunction device 103 executes SSL / TLS authentication processing. Then, when “Client Hello” in the SSL / TLS authentication process is transmitted to the diagnostic apparatus 102, an incoming call from the multifunction device 103 is detected in ST402.

  Hereinafter, an outline of the above-described SSL / TLS authentication process will be described. FIG. 5 is a sequence diagram for explaining a procedure performed in the SSL / TLS authentication process.

  When the SSL / TLS authentication process is started, first, “Client Hello” is transmitted from the multi-function peripheral 103 to the diagnostic apparatus 102 (ST501). This “Client Hello” notifies the diagnosis apparatus 102 of a list of ciphers and compression algorithms that can be used by the multi-function peripheral 103, random numbers used for generating master_secret, and the like.

  When “Client Hello” is received, “Server Hello”, “Certificate”, “Certificate Request”, and “Server Hello Done” are transmitted from the diagnosis apparatus 102 to the MFP 103 (ST502). The “Server Hello” notifies the encryption type used, the compression algorithm, and the random number used for generating the master_secret. A diagnostic device certificate is transmitted by “Certificate”. With “Certificate Request”, the MFP 103 is requested to transmit the MFP certificate. “Server Hello Done” notifies “Server Hello” and the end of the related message.

  When these messages are received, “Certificate”, “Client Key Exchange”, and “Certificate Verify” are transmitted from the MFP 103 to the diagnosis apparatus 102 (ST503). The certificate of the multifunction device is transmitted by “Certificate”. Data obtained by encrypting the premaster_secret generated by “Client Key Exchange” with the public key included in the diagnostic device certificate is transmitted. A signature generated from a message transmitted / received from “Client Hello” to the present is transmitted by “Certificate Verify”.

  Further, “Change Cipher Spec” and “Finished” are transmitted from the multi-function peripheral 103 to the diagnosis apparatus 102 (ST504). “Change Cipher Spec” informs that subsequent records are protected using the newly negotiated Cipher Spec and key. At this time, a master_secret is generated using a random number value exchanged with the master_secret, and a session key is generated from the master_secret. “Finished” notifies that the key exchange and the authentication process have been successful. Thereafter, the exchanged session key is applied and the message is encrypted.

  When these messages are received, “Change Cipher Spec” and “Finished” are transmitted from the diagnosis apparatus 102 to the multi-function peripheral 103 (ST505). “Change Cipher Spec” informs that subsequent records are protected using the newly negotiated Cipher Spec and key. From “Finished”, transmission / reception of application data using the connection is started.

  By exchanging such messages, SSL / TLS authentication processing is performed. After that, the information necessary for remote diagnosis (diagnosis information) is exchanged between the diagnostic apparatus 102 and the multifunction machine 103 in a state where the encryption process is performed using the session key exchanged by the SSL / TLS authentication process. (ST506).

  As described above, according to the remote diagnosis system of the present embodiment, after the SSL / TLS authentication process is performed using the port number that is allowed to pass through the LAN 105 by the firewall 108, the SSL / TLS authentication process is performed. Remote diagnosis processing is performed while performing encryption processing using the session key. As a result, remote diagnosis processing is performed via the Internet 104, so that remote diagnosis for the multifunction peripheral 103 that is not connected to the telephone network can be performed from the outside. At that time, the information necessary for the remote diagnosis process is encrypted using the session key exchanged by the SSL / TLS authentication process. For this reason, it is possible to prevent the information recorded in the multifunction machine 103 from leaking outside. Therefore, it is possible to perform remote diagnosis from the outside for the multifunction peripheral 103 that is not connected to the telephone line network while ensuring the confidentiality of the data to be communicated.

  In the remote diagnosis system of the present embodiment, authentication processing of the multifunction device 103 is performed when the multifunction device 103 detects an abnormality of the own device. For this reason, when an abnormality of the multifunction device 103 is detected, remote diagnosis for the multifunction device 103 that is not connected to the telephone line network can be performed from outside while ensuring the confidentiality of the data to be communicated.

  Furthermore, in the remote diagnosis system according to the present embodiment, the MFP 103 performs authentication processing when the MFP 103 detects a remote diagnosis execution instruction. Therefore, according to the remote diagnosis execution instruction, it is possible to perform remote diagnosis from the outside for the MFP 103 that is not connected to the telephone line network while ensuring the confidentiality of the data to be communicated.

  In particular, in the remote diagnosis system of the present embodiment, the multifunction machine 103 detects a remote diagnosis execution instruction in response to an instruction from the user of the multifunction machine 103 or a request from the diagnostic device 102. As a result, not only an instruction from the user of the multifunction machine 103 but also a remote diagnosis of the multifunction machine 103 not connected to the telephone line network can be performed from the outside in response to a request from the diagnostic device 102.

  In the remote diagnosis system of the present embodiment, a request from the diagnosis apparatus 102 is sent to the multi-function peripheral 103 using electronic mail. As a result, the diagnostic apparatus 102 can instruct the multifunction peripheral 102 to execute remote diagnosis using electronic mail.

  In the present embodiment, particularly, a case where the diagnosis apparatus 102 performs a remote diagnosis of the multifunction machine 103 according to https or https is shown. However, the protocol used for remote diagnosis is not limited to this. The remote diagnosis may be performed using any protocol as long as the protocol can realize the authentication function and the encryption function. As described above, even when a protocol other than https or ftps is used, remote diagnosis for the MFP 103 that is not connected to the telephone line network is ensured while ensuring the confidentiality of data to be communicated. Can be performed externally.

  According to the remote diagnosis system and the remote diagnosis method of the present invention, it is possible to perform remote diagnosis from the outside on a device that is not connected to the telephone line network while ensuring the confidentiality of data to be communicated. This is useful in that it can avoid troubles such as maintenance.

The figure which shows the structure of the network to which the remote diagnostic system which concerns on one embodiment of this invention is applied A block diagram showing a configuration of a multifunction machine according to the above embodiment Flow chart for explaining the operation of the multifunction machine in the remote diagnosis system according to the above embodiment Flow chart for explaining the operation of the diagnostic device in the remote diagnostic system according to the above embodiment The sequence diagram for demonstrating the procedure performed by the SSL / TLS authentication process in the remote diagnostic system which concerns on the said embodiment

Explanation of symbols

101 Authentication Server 102 Diagnostic Device 103 Multifunction Device (Device)
104 Internet 105 LAN
108 Firewall 201 CPU
204 memory

Claims (16)

  A remote diagnostic system comprising: a device connected to the Internet via a firewall; and a diagnostic device that performs remote diagnosis of the device via the Internet. When the device detects a specific event, the diagnostic device , Specify the port number that is allowed to pass through the firewall and perform the authentication process of the device by the SSL authentication function, and if the authentication of the device is successful, communicate by remote diagnosis by the SSL encryption function A remote diagnosis system for performing remote diagnosis of the device according to HTTP while encrypting information to be transmitted.   The remote diagnosis system according to claim 1, wherein the diagnosis device performs authentication processing of the device when the device detects an abnormality of the device.   The remote diagnosis system according to claim 1, wherein the diagnostic device performs an authentication process of the device when the device detects a remote diagnosis execution instruction.   4. The remote diagnosis system according to claim 3, wherein the device detects a remote diagnosis execution instruction in response to an instruction from a user of the device or a request from the diagnostic device.   The remote diagnosis system according to claim 4, wherein the device receives a request from the diagnosis device by electronic mail.   The remote diagnosis system according to claim 1, wherein the diagnostic device notifies an operator of the diagnostic device of the fact that the authentication of the device is not successful.   The remote diagnosis system according to claim 1, wherein the diagnosis device uses a TLS authentication function and an encryption function instead of an SSL authentication function and an encryption function.   The remote diagnosis system according to claim 1, wherein the diagnosis device performs remote diagnosis of the device according to FTP instead of HTTP.   A remote diagnosis method using a device connected to the Internet via a firewall and a diagnosis device that performs remote diagnosis of the device via the Internet, and when the device detects a specific event, the diagnosis device , Specify the port number that is allowed to pass through the firewall and perform the authentication process of the device by the SSL authentication function, and if the authentication of the device is successful, communicate by remote diagnosis by the SSL encryption function A remote diagnosis method for performing remote diagnosis of the device according to HTTP while encrypting information to be transmitted.   The remote diagnosis method according to claim 9, wherein the diagnostic device performs authentication processing of the device when the device detects an abnormality of the device.   The remote diagnosis method according to claim 9, wherein the diagnosis device performs authentication processing of the device when the device detects an execution instruction of remote diagnosis.   The remote diagnosis method according to claim 11, wherein the device detects a remote diagnosis execution instruction in response to an instruction from a user of the device or a request from the diagnostic device.   The remote diagnosis method according to claim 12, wherein the device receives a request from the diagnostic device by electronic mail.   The remote diagnosis method according to claim 9, wherein if the authentication of the device is not successful, the diagnosis device notifies the operator of the diagnosis device to that effect.   The remote diagnosis method according to claim 9, wherein the diagnostic device uses a TLS authentication function and an encryption function instead of an SSL authentication function and an encryption function.   The remote diagnosis method according to claim 9, wherein the diagnostic device performs remote diagnosis of the device according to FTP instead of HTTP.

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