JP2009169504A - Information processing system, image processor ,and image processing program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information processing system presenting to a user, operation manual information wherein a solution corresponding to a problem is narrowed down when the problem related to printing by an image forming device occurs. <P>SOLUTION: A client device has: a print setting information storage means; a detection means detecting that the problem related to the printing occurs; and a transmission means transmitting error information corresponding to the problem and print setting information stored in the print setting information storage means to a server device when it is detected by the detection means that the problem occurs. The server device has: a manual information storage means; an acquisition means acquiring the corresponding operation manual information from the manual information storage means when receiving the print setting information and the error information transmitted from the transmission means; and a provision means providing the operation manual information acquired by the acquisition means to the client device. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to an information processing system, an image processing apparatus, and an image processing program.

  A copying machine that performs printing processing, a computer that issues a print request to the copying machine, and a server device that provides an electronic manual for solving problems in response to a manual request from the copying machine are connected via a network. There is a system. As such a system, for example, a system described in Patent Document 1 is known.

  In the above-described system, when an image processing execution error occurs, the copying machine transmits a manual acquisition request code based on the image processing execution error to the server apparatus. The server device transmits electronic manual data corresponding to the manual acquisition request code from the copying machine to the copying machine. The copying machine prints out or displays the received electronic manual data. Then, when the user performs a predetermined operation based on the output contents (manual contents), it is possible to eliminate the image processing execution error.

  Since electronic manual data often includes multiple solutions, the user must perform a predetermined operation to solve the problem based on the output contents (manual contents) of the electronic manual data. This is cumbersome for some users.

  Also, a copier that performs printing processing, a host computer that issues a print request to the copier, and a service center that discovers the cause of the failure in response to a failure analysis request from the copier are connected via a network. There is a system. As such a system, for example, a system described in Patent Document 2 is known.

  In the copying machine in the system described above, when a problem such as inability to print occurs, when the input means performs an input to analyze the problem, the e-mail creating means displays the print data stored in the storage means, Alternatively, an e-mail is created based on the print data and analysis log data stored in the storage means, and the network connection means transmits the e-mail to the service center.

For example, the print data may include confidential information such as personal information such as personal names and telephone numbers. It is not preferable to transmit print data including such personal information to the service center from the viewpoint of confidentiality and privacy protection.
JP 2001-31462 A JP 2003-108352 A

  An object of the present invention is to provide an information processing system capable of presenting, to a user, operation manual information in which a solution corresponding to a problem has been narrowed down when a problem associated with printing by an image forming apparatus occurs. And

  Another object of the present invention is to provide an image processing apparatus capable of suppressing leakage of confidential information with respect to analysis data necessary for analyzing a problem associated with printing by the image forming apparatus.

  In order to solve the above-described problem, in the information processing system according to the first aspect of the present invention, a server device and a client device that presents operation manual information provided from the server device to a user are connected via a communication line. And the client device stores print setting information storage means for storing print setting information relating to printing by the image forming apparatus to be requested for printing, and detecting means for detecting that a problem relating to printing by the image forming apparatus has occurred. A transmission unit configured to transmit error information corresponding to the defect and print setting information stored in the print setting information storage unit to the server device when the detection unit detects that the defect has occurred; The server device associates predetermined error information, predetermined print setting information, and operation manual information with each other. Manual information storage means for storing information, and when receiving the error information and the print setting information transmitted from the transmission means, operation manual information corresponding to the error information and the print setting information from the manual information storage means And obtaining means for providing the operation manual information obtained by the obtaining means to the client device.

  According to a second aspect of the present invention, in the first aspect of the present invention, in the server device, the manual information storage means is configured so that all or a part of the solutions included in the operation manual information is executed by the client device. Software that can be replaced with software that is executed and that corresponds to the solution, operation manual information that includes the other solution when there is another solution that excludes the solution that corresponds to the software, and the predetermined error Information and predetermined print setting information are stored in advance in association with each other, and when the acquisition unit receives the error information and the print setting information transmitted from the transmission unit, the acquisition unit stores the information from the manual information storage unit. Software corresponding to the error information and print setting information, or operation manual information and software The providing means provides the software acquired by the acquiring means or the operation manual information and software to the client device, and the client device executes the software provided by the providing means. Execution means for further comprising.

  In order to solve the above problem, the information processing system of the present invention according to claim 3 connects a server device and a client device that presents operation manual information provided from the server device to a user via a communication line. The client device has a history information storage means for storing history information related to a user's print setting operation procedure related to printing by the image forming apparatus to be requested for printing, and a trouble related to printing by the image forming apparatus has occurred. When it is detected that a failure has occurred by the detection means to be detected and the detection means, error information corresponding to the failure and the history information stored in the history information storage means are transmitted to the server device. And a transmission unit configured to perform the processing relating to predetermined error information and a predetermined print setting operation procedure. Manual information storage means for storing information and operation manual information in advance in association with each other, and when receiving the error information and history information transmitted from the transmission means, the error information and the history information from the manual information storage means It has an acquisition means for acquiring operation manual information corresponding to history information, and a providing means for transmitting the operation manual information acquired by the acquisition means to the client device.

  According to a fourth aspect of the present invention, in the server device according to the third aspect, in the server device, the manual information storage means is configured such that all or part of the solutions included in the operation manual information is executed by the client device. Software that can be replaced with software that is executed and that corresponds to the solution, operation manual information that includes the other solution when there is another solution that excludes the solution that corresponds to the software, and the predetermined error Information and history information relating to a predetermined print setting operation procedure are stored in association with each other, and when the acquisition unit receives the error information and the history information transmitted from the transmission unit, the manual information Software corresponding to the error information and history information from the storage means, or operation manual Information and software, and the providing means provides the client apparatus with software acquired by the acquiring means, or operation manual information and software, and the client apparatus further provides software provided by the providing means. It further comprises execution means for executing.

  In order to solve the above problems, an image processing apparatus according to the present invention according to claim 5 analyzes the analysis data from the request source and provides a result of the analysis to the request source via a communication line. A communication unit that communicates; a data storage unit that stores predetermined data related to printing by the image forming apparatus; and a secret that determines whether or not confidential information is included in the predetermined data stored in the data storage unit An information determination unit and a confidential information removal unit that removes a portion of the confidential information from predetermined data stored in the data storage unit when the confidential information determination unit determines that the confidential information is included. And the communication means transmits the predetermined data after the removal processing by the confidential information removal means is performed as analysis data to the server device. And features.

  According to a sixth aspect of the present invention, there is provided the analysis instructing means for instructing that the failure should be analyzed in the invention of the fifth aspect, and the predetermined data stored in the data storage means. Confidential information designating means for designating confidential information, and the confidential information determining means includes the confidential information in the predetermined data when the analysis instruction means instructs to analyze the failure. The confidential information removing means removes the confidential information designated by the confidential information designation means from the predetermined data.

  The invention according to claim 7 corresponds to the analysis instruction means for instructing that the failure should be analyzed and the predetermined data stored in the data storage means in the invention according to claim 5. Confidential information designating means for designating that the designated confidential information is to be replaced with non-confidential information, and the confidential information determination means is configured to analyze the failure by the analysis instruction means. When it is instructed to do so, it is determined whether or not confidential information is included in the predetermined data, and the confidential information removing unit is designated by the confidential information specifying unit included in the predetermined data. The confidential information is replaced with non-confidential information specified by the confidential information specifying means, and the communication means is subjected to the replacement processing by the confidential information removing means. The sending to the server a constant data as analysis data, and wherein the.

  According to an eighth aspect of the invention, in the invention of the sixth or seventh aspect, the image forming apparatus is provided with analysis data before being transmitted to the server apparatus to request a print process. A print requesting means for performing, when the print processing result based on the analysis data by the image forming apparatus reproduces a defect related to printing and includes confidential information, the confidential information specifying means The predetermined designated content is designated by means of.

  The invention according to claim 9 is the invention according to any one of claims 5 to 8, wherein the predetermined data is print data related to printing by the image forming apparatus or printing by the image forming apparatus. Print data and log data related to the above.

  In order to solve the above-described problem, an image processing program according to the present invention described in claim 10 is a storage processing step for storing predetermined data related to printing by an image forming apparatus in a data storage unit that stores the data, and the data storage unit When it is determined that confidential information is included in the stored predetermined data, and the confidential information determination process determines whether the confidential information is included in the confidential information determination process. A confidential information removal process for removing the confidential information portion from the predetermined data stored in the storage means, and a server device with a predetermined information after the confidential information portion is removed by the confidential information removal process. A communication processing process for transmitting data as analysis data and requesting analysis of the analysis data is executed by a computer.

  According to the first aspect of the present invention, when a problem relating to printing by the image forming apparatus occurs, it is possible to present to the user operation manual information in which a solution corresponding to the problem has been narrowed down.

  According to the second aspect of the present invention, since the software corresponding to all or part of the solution included in the operation manual information is executed by the client device, the solution is implemented. Implementation of the solution by can be omitted or reduced.

  According to the third aspect of the present invention, when a problem relating to printing by the image forming apparatus occurs, it is possible to present to the user operation manual information in which a solution corresponding to the problem has been narrowed down.

  According to the invention described in claim 4, since the software corresponding to all or part of the solution included in the operation manual information is executed by the client device, the solution has been implemented. Implementation of the solution by can be omitted or reduced.

  According to the fifth aspect of the present invention, it is possible to suppress leakage of confidential information with respect to analysis data necessary for analysis of problems related to printing by the image forming apparatus.

  According to the sixth aspect of the present invention, the analysis data from which the confidential information specified by the confidential information specifying means is removed can be transmitted to the server device.

  According to the seventh aspect of the invention, analysis data in which the confidential information specified by the confidential information specifying means is replaced with the non-confidential information specified by the confidential information specifying means can be transmitted to the server device. .

  According to the eighth aspect of the present invention, until the result of the printing process based on the analysis data after the confidential information is removed reproduces the trouble related to printing and does not include the confidential information. The predetermined designated content can be designated by the confidential information designation means.

  According to the ninth aspect of the present invention, the server apparatus uses the print data from which confidential information has been removed as analysis data, or the print data from which confidential information has been removed and the log data from which confidential information has been removed as analysis data. Can be sent to.

  According to the tenth aspect of the present invention, it is possible to provide software that suppresses leakage of confidential information with respect to analysis data necessary for analysis of defects related to printing by the image forming apparatus.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Note that components having the same function are denoted by the same reference symbols throughout the drawings for describing the embodiment, and the repetitive description thereof will be omitted.

  (Embodiment 1)

  FIG. 1 shows the configuration of the information processing system according to the first embodiment.

  As shown in FIG. 1, in an information processing system 1, a client device (computer) 10 and a server device (center server) 20 are connected via a communication line 30. The client device 10 and the printer 40 are connected via a predetermined communication means such as local connection or network connection.

  The client apparatus 10 includes an image processing unit 100 that monitors the status of the printer 40 and performs predetermined image processing. The image processing unit 100 monitors the status of the printer 40 and detects a malfunction (error or error). When an error occurs, a manual request is made to the server device 20 based on error information notified from the printer 40, and processing is performed to print out or display the operation manual information provided from the server device 20. To implement.

  The server apparatus 20 provides the client apparatus 10 with operation manual information retrieved from the operation manual database in the storage medium 210 and the storage medium 210 in which an operation manual database to be described later is constructed and the client apparatus 10 in response to a manual request. And a computer 220.

  The storage medium 210 functions as a manual information storage means, and is information associated with predetermined error information, predetermined print setting information, and operation manual information (table format information), that is, operation as a database. A manual database 2100 is stored. Details of the operation manual database 2100 will be described later.

  The computer 220 includes a communication unit 221, an acquisition unit 222, and a processing unit 223.

  The communication unit 221 manages communication with the client device 10 via the communication line 30. For example, the communication unit 221 receives error information and print setting information from the client device 10 and is acquired by the acquisition unit 222 described later. The operation manual information is transmitted to the client device 10. The communication unit 221 functions as a providing unit.

  The acquisition unit 222 functions as an acquisition unit. When the communication unit 221 receives error information and print setting information transmitted from the client device 10, the acquisition unit 222 receives the information from the storage medium 210 (the operation manual database 21000). The operation manual information corresponding to the error information and the print setting information is acquired.

  The processing unit 223 updates the storage contents (operation manual database) of the storage medium 210.

  Examples of the communication line 30 include a local area network (LAN), a wired communication line such as the Internet and a telephone line, a wireless communication line such as a wireless LAN, and a combination of these communication lines. It is done.

  The printer 40 performs a printing process (image forming process) based on the print data corresponding to the print request output from the client device 10, and receives an inquiry from the client device 10 about the state of the printer 40 (whether there is an error). If a response is received, the result of the inquiry is returned. For example, when a problem occurs, the printer 40 outputs an error code corresponding to the problem to the client device 10.

  FIG. 2 shows a detailed functional configuration of the client device 10.

  As shown in FIG. 2, the client device 10 includes an image processing unit 100, storage media 101 and 102, a network interface 103, a parallel interface 104, a USB (Universal Serial Bus) interface 105, an output interface 106, A display device 107 and application software 108 are included.

  The storage medium 101 functions as a print setting information storage unit, and stores a print setting information database 1100 as print setting information related to an image forming apparatus (printer) that is a print request target.

  The storage medium 102 stores an error code conversion database 1200 in which error information is associated with a manual request code.

  Here, the print setting information database 1100 stored in the storage medium 101 includes an application name 1110, application version information 1120, print setting 1130, immediately preceding setting procedure 1140, printer driver version information 1150, printing, as shown in FIG. 3. Each item of the setting information code 1160 is associated with information on each item.

  Here, each information from the item 1110 to the item 1150 is recorded by the printer driver 110, and the information of the item 1160 is recorded by the monitoring software 140.

  Further, as shown in FIG. 4, the error code conversion database 1200 stored in the storage medium 102 includes items of error information 1210 and a manual request code 1220, and information on these items is associated with each other.

  Here, the error information recorded in the item of error information 1210 includes an error code corresponding to the type of abnormal termination when the printer driver 110 described later terminates abnormally, and the type of error notified from the printer 40. Contains an error code.

  Since the manual request code corresponds to the error information, it can be said that the manual request code is error information.

  Referring to FIG. 2 again, the image processing unit 100 includes a printer driver 110, a print spooler 120, a monitor module 130, monitoring software 140, and communication software 150.

  The printer driver 110 is a printer driver for controlling the printer 40 that is a print request target. The printer driver 110 converts data created by the application software 108 into PDL (Page Description Language) data (print data) and prints it. Pass to spooler 120.

  Further, the printer driver 110 updates the storage contents of the storage medium 101 based on the print setting information related to printing by the printer 40 that is the print request target.

  That is, when the print setting information is not stored in the print setting information database 1100 in the storage medium 101, the printer driver 110 records (writes) the print setting information in the print setting information database 1100 and stores the print setting information. The fact that the contents have been updated and the print setting information are notified to the monitoring software 140. On the other hand, when the print setting information is stored in the print setting information database 1100 in the storage medium 101, only the print setting information is monitored. The software 140 is notified.

  In the print setting information, as shown in FIG. 5, the application name 1011 and application version information 1012 of the application software 108 and a print setting screen (not shown) provided by the printer driver 110 are set by the user. Print setting content 1013, a setting procedure (hereinafter referred to as “printer driver setting procedure”) 1014 related to the printer driver 110 set by the user on a printer driver setting screen (not shown) provided by the printer driver 110, Printer driver version information 1015 of the printer driver 110 and setting information (hereinafter referred to as “printer driver setting information”) 1016 related to the printer driver 110 notified to the application. . The print setting information including these pieces of information is referred to as print setting information 1010.

  The print setting content 1013 means a setting procedure related to the printer driver 110 that is applied to the printer driver 110 and is set by the user at the time of printing this time.

  The print setting content 1013 includes various settings related to printing such as paper size, printing direction (vertical or horizontal direction), number of copies, enlargement or reduction, double-sided printing, monochrome printing for color print data, and the like. The setting content set by the user for the item is included. When the setting content is not set for each of these setting items, a default value is set corresponding to each setting item.

  The printer driver setting procedure 1014 means a setting procedure (printer driver setting procedure) related to the printer driver 110 set by the user with respect to the printer driver 110 applied at the time of the previous printing. In other words, the printer driver setting procedure 1014 means history information on setting operations by the user with respect to the printer driver 110, that is, history information on user print setting operation procedures.

  Note that the setting contents of the printer driver setting procedure 1014 and the setting contents of the print setting contents 1013 may be the same.

  Further, if the printer driver 110 abnormally ends, the printer driver 110 notifies the monitoring software 140 of the abnormal end, and generates print data (PDL data) based on the operation manual information passed from the monitoring software 140 to generate a print spooler. To 120.

  Application name 1011, application version information 1012, print setting content 1013, printer driver setting procedure 1014, and printer driver version information 1015 are recorded corresponding to items 1110 to 1150 of print setting information database 1100, respectively. ing.

  The printer driver 110 notifies the monitoring software 140 that the storage contents of the storage medium 101 have been updated and that only the print setting information and print setting information have been abnormally terminated.

  The print spooler 120 displays interface information determined according to the connection form between the client apparatus 10 and the printer 40, for example, interface information related to the network interface 103, parallel interface 104, or USB interface 105, and print data, and the monitor module 130. Output to.

  The monitor module 130 requests the interface corresponding to the interface information from the print spooler 120, that is, the network interface 103, the parallel interface 104, or the USB interface 105 to transfer the print data from the print spooler 120 and transfer the data.

  In addition, the monitor module 130 inquires the printer 40 that is the data transfer destination of the status of the printer 40 via the interface that requested the data transfer of the print data, and error information (error Error information (error code) is passed to the monitoring software 140.

  The monitoring software 140 functions as a detection unit, and monitors the printer driver 110 and the monitor module 130. Based on the error information notified from the monitor module 130, the monitoring software 140 monitors the printer driver 110 and the monitor module 130. In addition, it is detected that a problem relating to printing by the printer 40 has occurred.

  In addition, when the content notified from the printer driver 110 is that the storage content of the storage medium 101 has been updated and the print setting information, the monitoring software 140 includes an item 1110 in the print setting information database 1100 corresponding to the print setting information. To 1150, a print setting information code is generated based on the information (print setting information) recorded in each item, and this is recorded in the item of the print setting information code 1160 (see FIG. 5), and the printer driver. By monitoring 110 and the monitor module 130, it is monitored whether a problem relating to printing by the print request target printer 40 occurs.

  Here, an example of the print setting information database 1100 in which the print setting information code is recorded in the item of the print setting information code 1160 is shown in FIG.

  In addition, when the content notified from the printer driver 110 is only the print setting information, the monitoring software 140 monitors the printer driver 110 and the monitor module 130, thereby causing a problem related to printing by the printer 40 that is a print request target. Monitor whether this occurs.

  Further, the monitoring software 140 monitors the printer driver 110 and the monitor module 130 while monitoring the printer driver 110 and the monitor module 130, indicating that the abnormal termination has occurred (error code corresponding to the type of abnormal termination), or the monitor module 130. When the error code notified from the printer is received, it is determined that a problem relating to printing by the printer 40 that is the print request target has occurred, and the manual request code is extracted from the error code conversion database 1200 and the print setting information. A print setting information code is extracted from the database 1100.

  That is, the monitoring software 140 converts the error code notified from the printer driver 110 or the error code notified from the monitor module 130 out of the manual request codes stored in the error code conversion database 1200 in the storage medium 102. Extract the corresponding manual request code.

  The monitoring software 140 has already been notified from the printer driver 110 from among the print setting information codes recorded corresponding to the items of the print setting information code 1160 in the print setting information database 1100 in the storage medium 101. A print setting information code corresponding to the print setting information 1010 is extracted (see FIG. 5).

  The monitoring software 140 that has extracted the print setting information code and the manual request code in this way passes these print setting information code and manual request code to the communication software 150.

  Further, when receiving the operation manual information from the server device 20 via the communication software 150, the monitoring software 140 outputs the operation manual information to the display device 107 via the output interface (display interface) 106. Alternatively, the data is output to the printer 40 through the printer driver 110.

  As a result, the user refers to the contents of the operation manual information displayed on the display device 107 or the contents of the operation manual information printed by the printer 40, and performs an operation to eliminate the problems associated with printing by the printer 40. It becomes possible.

  The communication software 150 communicates with an external device via the network interface 103. For example, a print setting information code and a manual request code passed from the monitoring software 140 are transmitted to the server device via the network interface 103. Send to 20

  That is, when the monitoring software 140 (detection unit) detects that a problem relating to printing by the printer 40 (image forming apparatus) has occurred, the communication software 150 detects a manual request code (error information) corresponding to the defect. And the print setting information code (print setting information) are transmitted to the server device 20.

  In the first embodiment, the communication software 150 and the network interface 103 cooperate to fulfill the function of a transmission unit.

  FIG. 7 shows the configuration of the operation manual database 2100. The operation manual database 2100 includes items of a manual request code 2110, a print setting information code 2120, and manual information 2130, and information on these items is associated with each other.

  In the item of manual request code 2110, a manual request code corresponding to predetermined error information (error code) is registered.

  In the item of the print setting information code 2120, a print setting information code corresponding to predetermined print setting information is registered.

  In the item of manual information 2130, manual information (operation manual information) determined by the manual request code and the print setting information code is registered.

  In the first embodiment, the operation manual information registered in the item of the manual information 2130 means information indicating the storage location where the operation manual information as the entity data is stored, for example, pointer information. Therefore, since the operation manual information (substance data) is stored in the storage location based on the pointer information registered in the item of the manual information 2130, the operation manual information (substance data) can be acquired based on the pointer information. It becomes possible.

  In the first embodiment, the predetermined operation manual information including a plurality of solutions corresponding to a plurality of causes is composed of a plurality of operation manual information determined by a manual request code and a print setting information code. . The plurality of operation manual information can be said to be a plurality of divided operation manual information obtained by dividing the predetermined operation manual information according to the cause of the malfunction.

  For example, in the operation manual database 2100, the operation manual information “Man0101”, the operation manual information “Man0102”, the operation manual information “Man0103”, the operation manual information “Man0201”, the operation manual information “Man0301”, and the operation manual information “Man0302”. The operation manual information (substance data) corresponding to each of these is divided operation manual information. Further, in the case where the six operation manual information (divided operation manual information) as a whole includes a plurality of solutions corresponding to a plurality of causes, the entire six operation manual information (divided operation manual information) is predetermined. This is the operation manual information.

  Next, a problem solving process related to printing by a printer in the information processing system will be described with reference to FIG.

  FIG. 8 is a sequence diagram showing the processing procedure of the solution processing.

  Here, it is assumed that the error code conversion database 1200, the print setting information database 1100, and the operation manual database 2100 have the contents shown in FIG. 4, the contents shown in FIG. 6, and the contents shown in FIG.

  Incidentally, in the print setting information database 1100 shown in FIG. 6, the information corresponding to the items 1110 to 1150 is recorded by the printer driver 110, and the print setting information code corresponding to the item 1160 is generated and recorded by the monitoring software 140. The

  In this print request, the print setting information 1010 (see FIG. 5) related to printing at the time when the operation related to printing such as the print setting by the user is completed is the code in the print setting information database 1100 shown in FIG. It corresponds to the print setting information in the line indicated by # C1.

  When the application software 108 outputs the created data to the printer driver 110 in the client device 10, the printer driver 110 converts the received data into print data (PDL data) and passes it to the print spooler 120.

  Further, the printer driver 110 determines whether or not the print setting information 1010 (see FIG. 5) relating to printing is recorded in the print setting information database 1100 in the storage medium 101, and the print setting information 1010 is stored in the print setting information database. If it is determined that the print setting information 1010 is recorded in the line indicated by reference numeral # C1 of 1100, the print setting information 1010 is transferred to the monitoring software 140.

  When the monitoring software 140 receives only the print setting information 1010 notified from the printer driver 110, the monitoring software 140 monitors the printer driver 110 and the monitor module 130, thereby causing a problem related to printing by the printer 40 that is a print request target. To monitor.

  By the way, the print spooler 120 indicates that the interface information determined according to the connection mode between the client device 10 and the printer 40, for example, the connection mode by any one of the network interface 103, the parallel interface 104, and the USB interface 105. The interface information and the print data are output to the monitor module 130.

  Here, assuming that the client apparatus 10 and the printer 40 are connected via the USB interface 105, the interface information indicating the connection form via the USB interface 105 from the print spooler 120 to the monitor module 130, and Print data is output.

  When the monitor module 130 requests the interface corresponding to the interface information from the print spooler 120, that is, the USB interface 105, to pass the PDL data from the print spooler 120 and transfer the data, the USB interface 105 receives the received print. Data is transferred to the printer 40 (S101).

  In the first embodiment, print data for each page is transferred from the USB interface 105 to the printer 40.

  The monitor module 130 that has requested the USB interface 105 to transfer print data in units of pages periodically transmits to the printer 40 that is the data transfer destination via the interface that has requested data transfer of print data, that is, the USB interface 105. Queries the status of the printer 40 (polling).

  As long as no trouble occurs, the printer 40 performs printing processing based on the page-unit print data that has been transferred, and prints normally as a result of the inquiry about the status of the printer 40 from the client device 10. A message to that effect is returned to the client device 10.

  By the way, when a malfunction (error) occurs during the printing process (S102), the printer 40 stops the printing process (abnormally stops), and then the client apparatus 10 makes an inquiry about the status of the printer 40. (S103), as a result of the inquiry, an error code corresponding to the problem is notified to the client device 10 (S104).

  For example, it is assumed that the error code “03” (error code “ErrorCode03”) is notified from the printer 40 to the client device 10.

  This error code “ErrorCode 03” is acquired by the monitoring software 140 through the USB interface 105 and the monitor module 130.

  When the monitoring software 140 receives, for example, an error code notified from the monitor module 130 while monitoring the printer driver 110 and the monitor module 130, a problem relating to printing by the printer 40 that is the print request target occurs. (S105), the fact that an error has occurred (error message) is output to the display device 107. The error message is input to the display device 107 via the output interface 106 and displayed by the display device 107 (S105).

  In addition, the monitoring software 140 notifies the printer driver 110 of the manual request codes recorded in the error code conversion database 1200 (see FIG. 4) in the storage medium 102 in response to the occurrence of a problem related to printing. The manual request code corresponding to the error code, eg, error code “ErrorCode03”, for example, the manual request code “Req01” in the line indicated by the symbol # R1 is extracted (obtained) (S106).

  Further, the monitoring software 140 uses the printer driver 110 from the print setting information codes recorded corresponding to the items of the print setting information code 1160 in the print setting information database 1100 (see FIG. 6) in the storage medium 101. The print setting information code corresponding to the already notified print setting information 1010, for example, the print setting information code “Code0101010101” in the line indicated by the reference # C1 is extracted (acquired) (S106).

  Then, when the monitoring software 140 passes the manual request code “Req01” and the print setting information code “Code0101010101” extracted in this way to the communication software 150, the communication software 150 extracts these manual request codes “Req01”. The print setting information code “Code0101010101” is transmitted to the server device 20 via the network interface 103 (S107).

  The fact that the manual request code “Req01” and the print setting information code “Code01010101101” are transmitted to the server device 20 in this way means that error information corresponding to a problem related to printing by the printer 40 and the storage medium 101 This means that the print setting information recorded in the print setting information database 1100 is transmitted to the server device 20.

  The manual request code “Req01” and the print setting information code “Code0101010101” are received by the communication unit 221 in the computer 220 of the server device 20 via the Internet as the communication line 30.

  In the server device 20, when the communication unit 221 in the computer 220 passes the received manual request code “Req01” and the print setting information code “Code0101010101” to the acquisition unit 222, the acquisition unit 222 receives the operation manual database 2100 (FIG. 7). The operation manual information corresponding to the handed manual request code “Req01” and the print setting information code “Code0101010101” is acquired from (see) (S108).

  In this example, a manual request code “Req01” and a print setting information code “Code0101010101” are selected from among a plurality of operation manual information registered corresponding to the item of the manual information 2130 of the operation manual database 2100 shown in FIG. The operation manual information “Man0101” in the row indicated by the corresponding code # M1 is acquired, and operation manual information (substance data) corresponding to the operation manual information “Man0101” is acquired.

  In the following description, operation manual information as entity data corresponding to operation manual information acquired from the operation manual database 2100 is referred to as operation manual information (entity data). For example, the operation manual information as the entity data corresponding to the operation manual information “Man0101” is the operation manual information “Man0101” (entity data).

  In the first embodiment, the operation manual database 2100 can be searched using the manual request code as the primary key and the print setting information code as the secondary key.

  When the acquisition unit 222 outputs the operation manual information “Man0101” (substance data) acquired in this way to the communication unit 221, the communication unit 221 directs the operation manual information “Man0101” (substance data) to the client device 10. (S109).

  The operation manual information “Man0101” (substance data) transmitted from the server device 20 is acquired by the monitoring software 14 through the Internet as the communication line 30, the network interface 103 of the client device 10, and the communication software 150.

  When the monitoring software 140 receives the operation manual information “Man0101” (substance data) from the server device 20 via the communication software 150, the monitoring software 140 displays the operation manual information “Man0101” (substance data) on the output interface (display Output to the display device 107 via the interface 106.

  The display device 107 displays the display content (operation manual) corresponding to the received operation manual information “Man0101” (substance data) (S110).

  Then, the user refers to the content of the operation manual (operation manual information “Man0101” (substance data)) displayed by the display device 107, and performs an operation to eliminate the problems associated with printing by the printer 40 (solution) (S111), the problems associated with printing by the printer 40 are solved (S112).

  In the above description, the print setting information 1010 (see FIG. 5) related to printing is the print setting information of the line indicated by the symbol # C1 in the print setting information database 1100 shown in FIG. This is a process for solving the problem when (error) corresponds to the error code “ErrorCode 03”.

  Next, the trouble (error) that has occurred in the printer 40 as described above is an error corresponding to the error code “ErrorCode03”, but the print setting information 1010 (see FIG. 5) related to printing is the print setting information shown in FIG. A process for solving the problem in the case where the print setting information of the row indicated by the code # C2 or the code # C3 in the database 1100 will be described.

  When the print setting information 1010 is the print setting information of the line indicated by the symbol # C2 in the print setting information database 1100, the manual request code “Req01” is extracted from the error code conversion database 1200 shown in FIG. In addition, the print setting information code “Code0102010101” is extracted from the print setting information database 1100.

  Since the manual request code “Req01” and the print setting information code “Code0102010101” extracted in this way are transmitted from the client device 10 to the server device 20, in the server device 20, the acquisition unit 222 performs the above S108. In FIG. 7, the operation manual information “Man0102” indicated by reference numeral # M2 is acquired from the operation manual database 2100 shown in FIG. 7, and the operation manual information “Man0102” (substance data) corresponding thereto is acquired.

  The operation manual information “Man0102” (substance data) is transmitted from the server device 20 to the client device 10 and displayed on the display device 107 of the client device 10, whereby the user performs an operation displayed on the display device 107. With reference to the content of the manual (operation manual information “Man0102” (substance data)), an operation is performed (a solution is implemented) in order to eliminate problems associated with printing by the printer 40.

  When the print setting information 1010 is the print setting information of the line indicated by the symbol # C3 in the print setting information database 1100, the manual request code “Req01” is received from the error code conversion database 1200 shown in FIG. In addition to the extraction, the print setting information code “Code 0201010101” is extracted from the print setting information database 1100.

  Since the manual request codes “Req01” and “Code 0201010101” extracted in this way are transmitted from the client apparatus 10 to the server apparatus 20, in the server apparatus 20, the acquisition unit 222 performs the processing in FIG. The operation manual information “Man 0103” indicated by reference numeral # M3 is acquired from the operation manual database 2100 shown in FIG. 5 and the operation manual information “Man 0103” (substance data) corresponding to the operation manual information is acquired.

  The operation manual information “Man 0103” (substance data) is transmitted from the server device 20 to the client device 10 and displayed on the display device 107 of the client device 10, whereby the user performs an operation displayed on the display device 107. With reference to the contents of the manual (operation manual information “Man 0103” (substantive data)), an operation is performed (a solution is implemented) in order to eliminate problems associated with printing by the printer 40.

  Incidentally, when only the manual request code “Req01” corresponding to the error code “ErrorCode03” is transmitted from the client device 10 to the server device 20, for example, the server device 20 uses the operation manual database 2100 shown in FIG. All the operation manual information corresponding to the manual request code “Req01” is acquired.

  That is, in the operation manual database 2100 shown in FIG. 7, the operation manual information “Man0101”, the operation manual information “Man0102”, and the operation manual information “Man0103” indicated by reference numerals # M1, # M3, and # M3 are acquired. Operation manual information (substance data) corresponding to the operation manual information is acquired.

  Then, the operation manual information “Man0101” (substance data) to “Man0103” (substance data) is displayed by the display device 107 of the client device 10, for example.

  For example, if the print setting information 1010 related to printing is the print setting information of the line indicated by the reference # C1 in the print setting information database 1100 shown in FIG. 6, the operation manual information is the operation manual information “Man0101” ( This means that the operation manual information “Man0101” (entity data) to “Man0103” (entity data) is displayed on the display device 107 of the client device 10 even though the entity data is sufficient.

  Therefore, the user operates the operation manual information “Man0101” (in order to eliminate an error (fault) corresponding to the error code “ErrorCode03” from the operation manual information “Man0101” to “Man0103” displayed by the display device 107. It is necessary to search for the part of the entity data.

  In the first embodiment, the error information recorded in the error information 1210 item of the error code conversion database 1200 shown in FIG. 4, that is, the error code is converted into the manual request code, and the error code is directly used as the manual request code. May be used.

  In this case, in the server device 20, an error code such as “ErrorCode01” or “ErrorCode03” is registered in the item of the manual request code 2110 stored in the storage medium 210 in the operation manual database 2100 shown in FIG.

  When the client apparatus 10 transmits an error code (manual request code) and a print setting information code notified from the printer 40 such as an error code “ErrorCode03” to the server apparatus 20, the server apparatus 20 Operation manual information corresponding to the error code and the print setting information code is acquired from the database 2100.

  In the first embodiment, the print setting information database 1100 stored in the storage medium 101 is a database in a table format as shown in the example shown in FIG. Also good.

  That is, the print setting information database 1100 is a database in which predetermined information is enumerated, that is, a text format database, as shown in FIG.

  Incidentally, the part indicated by reference numeral 1110a is an application name, the part indicated by reference numeral 1120a is application version information, and the part indicated by reference numeral 1130a is print setting contents. These pieces of information are recorded as a print setting information database 1100 in the storage medium 102 by the printer driver 110. In this example, the print setting information code is not shown.

  FIG. 10 shows the hardware configuration of the information processing system.

  As illustrated in FIG. 10, the information processing system 1 includes a client device 10 such as a computer and a server device 20 connected via a communication line 30, and the client device 10 and a printer 40 serving as an image forming device serve as a communication medium. Are connected via a USB cable 50.

  The client device 10 includes a CPU (Central Processing Unit) 11, a storage device 12 such as a hard disk, a ROM (Read Only Memory) 13, a RAM (Random Access Memory) 14, A network interface (network I / F) 103, a parallel interface (parallel I / F) 104, a USB interface (USB I / F) 105, an output interface (output I / F) 106, and a display device 107 are provided.

  The storage device 12 fulfills the functions of the storage medium 101 and the storage medium 102 shown in FIG. 2, and stores a print setting information database 1100 and an error code conversion database 1200.

  Further, the storage device 12 stores each component, that is, software of the image processing unit 100 (see FIG. 2) and application software 108 (see FIG. 2).

  Each component, that is, software of the image processing unit 100 includes a printer driver 110, a print spooler 120, a monitor module 130, monitoring software 140, and communication software 150.

  The ROM 13 stores data, parameters, and the like necessary for the image processing unit 100 (see FIG. 2) to perform the problem solving process.

For example, the following information (data) (1) to (6) is stored in the RAM 14.
(1) Software as each component of the print setting information database 1100, the error code conversion database 1200, and the image processing unit 100 read from the storage device 12.
(2) Data created by the application software 108.
(3) Print data (PDL data) generated by the printer driver 110.
(4) A result (normal or error code) for an inquiry about the status of the printer 40 from the printer 40 received via the network interface 103, the parallel interface 104, or the USB interface 105.
(5) Manual request code and print setting information code to be transmitted to the server device 20.
(6) Operation manual information from the server device 20 received via the network interface 103.

  The CPU 11 controls the entire client device 10. For example, by reading and executing software as each component of the image processing unit 100 from the storage device 12 to the RAM 13, each component of the image processing unit 100 is executed. Realize the function.

  The server device 20 includes a CPU 21, a storage device 22 such as a hard disk, a ROM 23, a RAM 24, and a network interface 25.

  The storage device 22 performs the function of the storage medium 210 shown in FIG. 1 and stores an operation manual database 2100.

  The storage device 22 stores software for realizing the functions of the acquisition unit 222 and the processing unit 223 illustrated in FIG.

  The ROM 23 stores data, parameters, and the like necessary for the acquisition unit 222 to perform operation manual information acquisition processing.

  The RAM 24 is an operation manual database 2100 read from the storage device 22, software for realizing the functions of the acquisition unit 222 and the processing unit 223, received data received via the network interface 25, and operation manual information (substance Data) etc. is stored.

  The network interface 25 fulfills the function of the communication unit 221 shown in FIG. 1 and manages communication with the client device 10 via the Internet as the communication line 30. For example, the network interface 25 receives a manual request code and a print setting information code from the client device 10 and transmits operation manual information (substance data) to the client device 10.

  The CPU 21 controls the entire server device 20. For example, the CPU 21 reads and executes software for realizing the functions of the acquisition unit 222 and the processing unit 223 from the storage device 22 to the RAM 23, thereby executing the acquisition unit 222 and processing. The function of the unit 223 is realized.

  As described above, according to the first embodiment, the print setting contents set by the user for the print setting screen provided by the printer driver and the user set for the printer driver setting screen provided by the printer driver. Based on the print setting information such as the printer driver setting procedure, it is possible to narrow down the contents of the operation manual indicating a solution to the problem related to printing by the printer.

  Accordingly, when a problem related to printing by the printer occurs, operation manual information in which a solution corresponding to the problem is narrowed down can be presented to the user. Therefore, the user refers to the contents of the presented operation manual information (operation manual information as an entity), and performs an operation (implementing a solution) so as to solve the problems related to printing by the printer. In addition, problems associated with printing can be solved.

  (Embodiment 2)

  An information processing system according to Embodiment 2 will be described.

  The information processing system according to the second embodiment has the same configuration as that of the information processing system according to the first embodiment shown in FIG. 1 and basically has the same functions as those in the first embodiment. ing.

  That is, the client device has the same functional configuration as that of the client device 10 shown in FIG. The print setting information database is the same as the print setting information database 1100 shown in FIG. 3 and the print setting information database 1100 shown in FIG. The error code conversion database is the same as the error code conversion database 1200 shown in FIG. The print setting information means the same content as the print setting information 1010 shown in FIG. The operation manual database is the same as the operation manual database 2100 shown in FIG. The sequence diagram showing the processing procedure of the defect solving process is the same as the sequence diagram shown in FIG. The hardware configuration of the information processing system is the same as that of the information processing system shown in FIG.

  In the second embodiment, the storage medium 101 functions as a print setting information storage unit and also functions as a history information storage unit. The print setting information database 1100 (see FIG. 3) stored in the storage medium 101 is set by a user on a printer driver setting screen (not shown) provided by the printer driver 110 as shown in FIG. The print setting information 1010 including the printer driver setting procedure 1014 is recorded.

  As described in the first embodiment, the printer driver setting procedure 1014 is a setting procedure (printer driver setting procedure) related to the printer driver 110 set by the user for the printer driver 110 applied at the time of the previous printing. ), That is, history information regarding the user's print setting operation procedure.

  Therefore, it can be said that the printer driver setting procedure 1014 recorded in the item of the immediately preceding setting procedure 1140 in the print setting information database 1100 shown in FIG. 6 is history information related to the user's print setting operation procedure.

  As described in the first embodiment, when the monitoring software 140 determines that a problem relating to printing by the print request target printer 40 has occurred, the monitoring software 140 extracts a manual request code from the error code conversion database 1200. The print setting information code is extracted from the print setting information database 1100, and the manual request code and the print setting information code are transmitted to the server device 20.

  The fact that the manual request code and the print setting information code are transmitted to the server device 20 in this manner means that error information corresponding to a problem related to printing by the printer 40 and the print setting information database 1100 in the storage medium 101 are stored. This means that the recorded history information regarding the print setting operation procedure of the user is transmitted to the server device 20.

  In the server device 20, the storage medium 210 stores predetermined error information, predetermined print setting information, and operation manual information in association with each other, and also stores history information and operations related to the predetermined error information and a predetermined print setting operation procedure. It fulfills the function of manual information storage means for previously storing manual information in association with each other.

  That is, in the operation manual database 210 stored in the storage medium 210, as shown in FIG. 7, the manual request code 2110, the print setting information code 2120, and the manual information 2130 are associated with each other.

  In the item of the print setting information code 2120, the same print setting information code as that set in the item of the print setting information code 1160 shown in FIG. 6 is set.

  For example, the print setting information code “Code0101010101” recorded in the item of the print setting information code 2120 in the line indicated by reference numeral # M1 in FIG. 7 is the print setting information code 1160 in the line indicated by reference numeral # C1 in FIG. This is the same as the print setting information code “Code0101010101” recorded in the item.

  The print setting information code “Code0101010101” recorded in the item of the print setting information code 1160 in FIG. 6 is the printer driver setting procedure 1014 (history regarding the user's print setting operation procedure) recorded in the item of the immediately preceding setting procedure 1140. The print setting information code “Code0101010101” recorded in the item of the print setting information code 2120 in FIG. 7 is also recorded in the item of the immediately preceding setting procedure 1140. The print setting information includes a setting procedure 1014 (history information regarding the user's print setting operation procedure).

  That is, in the operation manual database 210 of the storage medium 210, predetermined error information (corresponding to a manual request code and an error code), history information about a predetermined print setting operation procedure, and operation manual information are stored in advance in association with each other. Will be.

  When receiving the error information (manual request code) and the history information (print setting information code) transmitted from the client device 10 via the communication unit 221, the acquisition unit 222 receives the error information (print setting information code) from the operation manual database 2110 of the storage medium 210. Operation manual information corresponding to the error information (manual request code) and the history information (print setting information code) is acquired.

  The operation manual information acquired in this way is transmitted to the client device 10 by the communication unit 221.

  As described above, in the second embodiment, based on the history information on the printer driver setting procedure set by the user on the printer driver setting screen provided by the printer driver, that is, the history information on the user's print setting operation procedure, When a problem related to printing by a printer occurs, it is possible to narrow down the contents of an operation manual indicating a solution corresponding to the problem.

  (Embodiment 3)

  The information processing system according to the third embodiment has the same configuration as the information processing system according to the first embodiment shown in FIG.

  FIG. 11 shows a functional configuration of the client device according to the third embodiment. This client device 10 basically has the functional configuration and functions of the client device 10 of the first embodiment shown in FIG. In FIG. 11, the same reference numerals are given to portions that perform the same functions as the components shown in FIG. 2.

  In the third embodiment, the print setting information database is the same as the print setting information database 1100 shown in FIG. 3 and the print setting information database 1100 shown in FIG. The error code conversion database is the same as the error code conversion database 1200 shown in FIG. The print setting information means the same content as the print setting information 1010 shown in FIG. The operation manual database is the same as the operation manual database 2100 shown in FIG. The sequence diagram showing the processing procedure of the defect solving process is the same as the sequence diagram shown in FIG. The hardware configuration of the information processing system is the same as that of the information processing system shown in FIG.

  In the third embodiment, the application software 108 is selected from a plurality of types of application software as desired by a user in order to create, edit, print, etc. a document (text, graphic, etc.). Application software has been adopted.

  Meanwhile, when the printer driver 110 cannot recognize the type of the activated application software 108, the printer driver 110 requests the monitoring software 140 to monitor the behavior of the application software 108. Note that the printer driver 110 converts the data from the activated application software 108 into print data (PDL data) and outputs the print data to the print spooler 120.

  When there is a request for monitoring the behavior of the application software 108 from the printer driver 110, the monitoring software 140 monitors the behavior of the application software 108 as shown in FIG.

  That is, the monitoring software 140 monitors which type of application software 108 is activated, and monitors whether there is a print instruction (print request) by the activated application software 108.

  In addition, the monitoring software 140 records the application name and application version information regarding the activated application software 108 in the print setting information database 1100.

  Thus, for example, when the 32-bit version of application software 108 is operated on a 64-bit version of the operating system, the printer driver 110 cannot know what kind of application software 108 is used for printing, but the monitoring software 140 By monitoring the behavior of the application software 108, the application information (application name, application version information, etc.) and user behavior can be recorded.

  (Embodiment 4)

  FIG. 12 shows the configuration of the information processing system according to the fourth embodiment.

  This information processing system 2 has a configuration in which an execution program code database 2200 is added to the configuration of the information processing system of the first embodiment shown in FIG. Note that, in FIG. 12, the same reference numerals are given to portions that perform the same functions as the components shown in FIG. 1.

  In the fourth embodiment, the storage medium 210 included in the server device 20 includes the software when all or part of the solution included in the operation manual information can be replaced by software executed by the client device and corresponding to the solution; When there is a solution other than the solution corresponding to the software, the operation manual information including the other solution, the predetermined error information, and the predetermined print setting information are stored in association with each other in advance. It fulfills the function of manual information storage means.

  In FIG. 12, the execution program code database 2200 stored in the storage medium 210 includes the case where all or part of the solutions included in the operation manual information can be replaced by software executed by the client device and corresponding to the solutions. Software, for example, an execution program code and predetermined error information (manual request code) are stored in association with each other.

  In the fourth embodiment, a database in which the operation manual database 2100 and the execution program code database 2200 are integrated is adopted. An example of this integrated database (integrated database) is shown in FIG.

  The integrated database 2300 shown in FIG. 13 has a configuration in which an item of execution program code information 2140 is added to the configuration of the operation manual database 2100 shown in FIG. Such an integrated database 2300 is stored in the storage medium 210 as an operation manual database 2100 and an execution program code database 2200.

  Incidentally, each item of the manual request code 2110, the print setting information code 2120, and the manual information 2130 corresponds to the operation manual database 2100, and each item of the manual request code 2110 and the execution program code information 2140 is stored in the execution program code database 2200. Correspond.

  Here, when attention is paid to the line indicated by the symbol # M10, the program is stored corresponding to the item of the execution program code information 2140 corresponding to the operation manual information “Man0101” stored corresponding to the item of the manual information 2130. The executed program code “Code 0101” means to correspond to the operation manual information “Man 0101” (substance data).

  Therefore, when the execution program code “Code 0101” is executed by the client device 10, all of the problems (errors) corresponding to the error code related to the manual request code “Req01” stored in the item of the manual request code 2110 are The solution by the user will be eliminated without being implemented.

  In the fourth embodiment, even when all the problems related to printing by the printer 40 are solved by the execution of the execution program code by the client device 10, a solution to the error (problem) is presented to the user. From this point of view, the operation manual information (in this example, operation manual information “Man0101” (substance data)) is transmitted to the client device 10. In this case, the operation manual information “Man0101” (substantial data) includes the fact that all the problems related to printing by the printer 40 are solved by executing the execution program code.

  Further, the operation manual information “Man0101” (substance data) includes, for example, contents corresponding to the first solution and contents corresponding to the second solution, and the execution program code “Code0101” includes, for example, the first solution. When the execution program code “Code0101” is executed by the client device 10, the first solution is the problem corresponding to the error code related to the manual request code “Req01”. The problem corresponding to the above is solved without implementing the solution by the user.

  On the other hand, for the problem corresponding to the second solution, the user refers to the content corresponding to the second solution in the operation manual information “Man0101” (substance data) displayed by the display device 107 of the client device 10. This can be resolved by implementing the solution.

  Also in this case, the operation manual information “Man0101” (entity data)) is transmitted to the client device 10 in the same manner as described above. It includes that the first solution is solved by execution of the execution program code, and that the first solution needs to be implemented by the user.

  When the acquisition unit 222 receives the error information (manual request code) and the print setting information (print setting information code) transmitted from the client device 10 via the communication unit 221, the acquisition unit 222 stores the information in the storage medium 210 in the storage medium 210. Software (execution program code) or operation manual information and software (execution program code) corresponding to the error information and the print setting information is acquired from the integrated database 2300.

  The communication unit 221 functions as providing means for providing the client device 10 with the software acquired by the acquisition unit 222 or the operation manual information and software.

  FIG. 14 shows a functional configuration of the client apparatus 10 according to the fourth embodiment. The client device 10 has a functional configuration in which an execution unit 2400 is added to the client device 10 according to the first embodiment shown in FIG. In FIG. 14, the same reference numerals are given to portions that perform the same functions as the components shown in FIG. 2.

  The execution unit 2400 functions as an execution unit, and executes software (execution program code) provided from the server device 20 acquired through the network interface 103, the communication software 150, and the monitoring software 140.

  Furthermore, in the fourth embodiment, the print setting information database is the same as the print setting information database 1100 shown in FIG. 3 and the print setting information database 1100 shown in FIG. The error code conversion database is the same as the error code conversion database 1200 shown in FIG. The print setting information means the same content as the print setting information 1010 shown in FIG. The hardware configuration of the information processing system is the same as that of the information processing system shown in FIG.

  Next, a problem solving process related to printing by a printer in the information processing system will be described with reference to FIG.

  FIG. 15 is a sequence diagram showing the processing procedure of the solution processing. The sequence diagram shown in FIG. 15 is a processing procedure in which S108 to S112 are replaced with S201 to S206 in the sequence diagram of the first embodiment shown in FIG.

  Here, it is assumed that the error code conversion database 1200, the print setting information database 1100, and the integrated database 2300 have the contents shown in FIG. 4, the contents shown in FIG. 6, and the contents shown in FIG.

  In this print request, the print setting information 1010 (see FIG. 5) related to printing at the time when the operation related to printing such as the print setting by the user is completed is stored in the print setting information database 1100 shown in FIG. It is assumed that it corresponds to the print setting information of the line indicated by the symbol # C1.

  As illustrated in FIG. 15, when the processing of S101 to S107 is executed in the information processing system 2, the manual request code “Req01” and the print setting information code “Code0101010101” are transmitted from the client device 10 to the server device 20. Is done.

  In the server device 20, when the communication unit 221 in the computer 220 passes the received manual request code “Req01” and the print setting information code “Code0101010101” to the acquisition unit 222, the acquisition unit 222 includes the integrated database 2300 (see FIG. 13). ), The operation manual information and the execution program code corresponding to the passed manual request code “Req01” and print setting information code “Code0101010101” are acquired (S201).

  In this example, the manual request code “Req01” and the print setting information code “Code0101010101” are selected from among a plurality of operation manual information registered corresponding to the items of the manual information 2130 of the integrated database 2300 shown in FIG. The operation manual information “Man0101” and the execution program code “Code0101” in the line indicated by the reference sign # M10 are acquired. Further, operation manual information (substance data) corresponding to the operation manual information “Man0101” is acquired.

  Also in the fourth embodiment, the integrated database 2300 can be searched using the manual request code as the primary key and the print setting information code as the secondary key.

  When the acquisition unit 222 outputs the operation manual information “Man0101” (substance data) and the execution program code “Code0101” acquired in this way to the communication unit 221, the communication unit 221 includes the operation manual information “Man0101” (substance data). ) And the execution program code “Code 0101” are transmitted to the client device 10 (S202).

  The operation manual information “Man0101” (substance data) and the execution program code “Code0101” transmitted from the server device 20 are transmitted by the monitoring software 14 through the Internet as the communication line 30, the network interface 103 of the client device 10, and the communication software 150. To be acquired.

  When the monitoring software 140 receives the operation manual information “Man0101” (substance data) and the execution program code “Code0101” from the server device 20 via the communication software 150, the monitoring software 140 receives the operation manual information “Man0101” (substance data). ) To the display device 107 via the output interface (display interface) 106 and the execution program code “Code0101” to the execution unit 2400.

  The display device 107 displays the display content (operation manual) corresponding to the received operation manual information “Man0101” (substance data) (S203).

  In this case, the display device 107 displays the contents of the operation manual corresponding to the operation manual information “Man0101” (substantial data) including that all the problems related to printing by the printer 40 are solved by executing the execution program code. Is done.

  The execution unit 2400 executes the received execution program code “Code 0101” (S204), and outputs the execution result to the monitoring software 140.

  The monitoring software 140 transmits the execution result of the execution program code “Code0101” by the execution unit 2400 to the printer 40 via the printer driver 110 (S205). The execution result is transmitted to the printer 40 via the printer driver 110, the print spooler 120, the monitor module 130, and an interface corresponding to the connection form between the client apparatus 10 and the printer 40.

  The printer 40 receives the execution result of the execution program from the client device 10, and reflects the execution result in the status setting of the printer 40, thereby solving the problem related to printing by the printer 40 (S206). .

  In the fourth embodiment, as in the second embodiment, the printer driver setting procedure 1014 recorded in the item of the immediately preceding setting procedure 1140 in the print setting information database 1100 (see FIG. 6) It can be said that the history information is related to the print setting operation procedure. For this reason, a trouble related to printing by the printer has occurred based on the history information of the printer driver setting procedure set by the user on the printer driver setting screen provided by the printer driver 110, that is, the history information on the user's print setting operation procedure. In this case, it is possible to narrow down the contents of the operation manual indicating the solution corresponding to the defect. This means that the execution program code corresponding to the solution can be narrowed down based on the history information regarding the user's print setting operation procedure.

  Also in the fourth embodiment, the client device 10 can have the same configuration as the client device 10 shown in FIG. 11, as in the third embodiment.

  As described above, according to the fourth embodiment, the client device is provided by the server device based on the manual request code corresponding to the error code corresponding to the malfunction (error) that has occurred in the printer and the print setting information code. By executing the execution program code out of the operation manual information and the execution program code to be executed, it is possible to eliminate the problems associated with printing by the printer without the user implementing a solution based on the content of the operation manual information.

  That is, according to the fourth embodiment, when a problem related to printing by a printer occurs, printing by the printer is automatically performed without bothering the user (no need to implement a solution by the user). Can be resolved and the problem can be resolved quickly.

  (Embodiment 5)

  FIG. 16 shows a functional configuration of the image processing apparatus according to the fifth embodiment.

  As shown in FIG. 16, the image processing apparatus 300 includes application software 310, a printer driver 320, a data storage unit 330, a processing unit 340, an input unit 350, a display unit 360, an interface 370, and a communication unit 380.

  The application software 310 is software having a printing function, and creates a drawing command (drawing command data) and outputs the drawing command (drawing command data) to the printer driver 320 when a print is requested (during printing processing). . The application software 310 is document creation / editing software for creating and editing a document (text, graphics, etc.), for example.

  The printer driver 320 converts a drawing command (drawing command data) from the application software 310 into print data (PDL data) 3310 in PDL (page description language) format, creates log data 3330, and further prints these print data ( PDL data) 3310 and log data 3330 are stored in the data storage unit 330.

  Also, the printer driver 320 gives print request means for giving analysis data (which will be described later) before being sent to the server device 500 to the printer 400 as the image forming apparatus. It has the function of.

  The data storage unit 330 functions as a data storage unit, and print data (PDL data) 3310 and log data 33330 converted or created by the printer driver 320 and analysis data created by the processing unit 340 described later. Print data 3320 and analysis log data 3340 are stored.

  Predetermined data related to printing by the image forming apparatus means print data 3310 and analysis print data 3320, or log data 33330 and analysis log data 3340 in addition to these.

  The processing unit 340 includes a confidentiality determination unit 3410, an automatic confidential information removal unit 3420, a confidential information manual removal unit 3430, a confidential document specification text list 3440, a confidential information specification text list 3450, and an e-mail creation unit 3460. .

  The confidentiality determination unit 3410 serves as a confidential information determination unit, and determines whether confidential information is included in predetermined data stored in the data storage unit 330, for example, print data 3310.

  Note that the confidentiality determination unit 3410 determines whether confidential information is included in the predetermined data (for example, print data) when the analysis instruction unit instructs the analysis of the defect.

  The confidential information automatic removal unit 3420 functions as a confidential information removal unit. When the confidentiality determination unit 3410 (sensitive information determination unit) determines that confidential information is included, the confidential information automatic removal unit 3420 stores data in the data storage unit 330. The confidential information part is removed from the stored predetermined data (for example, print data). That is, the confidential information automatic removal unit 3420 has a function of automatically removing the confidential information determined by the confidentiality determination unit 3410.

  The confidential information manual removing unit 3430 functions as a confidential information removing unit, and according to the content designated by the operation (manual) of the input unit 350 (to be described later) by the user from predetermined data (for example, print data). It has a function to remove confidential information.

  Further, the confidential information manual removal unit 3430 has a function of removing the designated confidential information from predetermined data (for example, print data) when the confidential information is designated by an input unit 350 (confidential information designation means) described later. Have

  Further, the confidential information manual removal unit 3430 is configured so that confidential information is designated by an input unit 350 (confidential information designating unit), which will be described later, and that designated confidential information is replaced with non-confidential information. Has a function of replacing the designated confidential information included in predetermined data (for example, print data) with the designated non-confidential information.

  In the fifth embodiment, the confidential information automatic removing unit 3420 and the confidential information manual removing unit 3430 each function as a confidential information removing unit. In this case, when it is instructed by the analysis instruction means to analyze the defect, first, the confidential information automatic removal unit 3420 performs a confidential information removal process (so-called automatic removal process). It has become.

  However, if the user determines that confidential information is included in the print content (the result of the printing process by the printer 400) corresponding to the print data after the removal process is performed, the confidential information manual removal unit 3430 The confidential information corresponding to the content designated by the operation (manual) of the input unit 350 (to be described later) by the user is removed from the print data after the removal processing by the confidential information automatic removal unit 3420 is performed. .

  The confidential document specifying text list 3440 is a list of texts specified in advance by the user for specifying the confidential documents.

  The confidential information specifying text list 3450 is a list of texts specified in advance by the user for specifying the confidential information.

  The e-mail creating unit 3460 creates an e-mail by converting the transmission data into a format that can be sent as an e-mail.

  The input unit 350 designates confidential information corresponding to predetermined data (for example, print data) stored in the data storage unit 330 (data storage unit), an analysis instruction unit for instructing that failure analysis should be performed. Confidential information is designated in correspondence with predetermined data (for example, print data) stored in the confidential information designation means and data storage unit 330 (data storage means), and the designated confidential information is made non-confidential information. Each function of confidential information designation means for designating replacement is provided.

  In addition, the input unit 350 displays confidential information and non-confidential information when the printing processing result based on the analysis data by the printer 400 as the image forming apparatus reproduces a defect related to printing and includes confidential information. Specify the specified contents such as replacement with sex information.

  Such an input unit 350 is realized by a keyboard or a mouse, for example.

  The display unit 360 is, for example, a setting screen for setting input information such as information to be replaced with confidential information or non-confidential information, and an option for instructing (selecting) predetermined input information such as analysis of failure Display a screen that contains.

  By the way, in the fifth embodiment, the analysis instruction means is realized by a screen (hereinafter referred to as “failure analysis screen”) for instructing failure analysis displayed on the display unit 360 and a keyboard or a mouse. That is, when the item “Must analyze failure” in the failure analysis screen displayed on the display unit 360 is selected and confirmed by operating the keyboard or mouse, the security determination unit 3410 analyzes the failure. What is necessary is just to recognize that it was instructed to do.

  Alternatively, the analysis instruction means may be realized by a key (function key) that is disposed on a keyboard and instructs that a failure should be analyzed, for example. When this function key is pressed, the confidentiality determination unit 3410 may recognize that an instruction to analyze a defect has been given.

  The confidential information specifying means is realized by a screen (hereinafter referred to as “object type specifying screen”) for specifying an object type (text, image, graphics) displayed on the display unit 360 and a keyboard or a mouse. The That is, when a desired type of object among the types of objects in the object type designation screen displayed on the display unit 360 is selected by a keyboard or mouse operation, the confidential information manual removal unit 3430 is selected. What is necessary is just to recognize that it is designated to replace an object of a kind (text, image, or graphics) with non-confidential information (information set in advance).

  An interface 370 is an interface on the image processing apparatus 300 side that connects the image processing apparatus 300 and a printer 400 as an image forming apparatus. For example, there are a USB port and a network port, and the type is not particularly limited.

  The communication unit 380 functions as a communication unit, and is a communication interface (for example, a network port) that connects the communication line 600 and the image processing apparatus 300, and data with the server apparatus 500 that is connected via the communication line 600. A communication control unit that controls communication is provided and has a function of managing data communication with the server device 500.

  Further, the communication unit 380 performs predetermined data (for example, print) after the confidential information is manually removed by the confidential information manual removing unit 3430 (the confidential information removing unit) or the confidential information is replaced with non-confidential information. Data) as analysis data (for example, analysis print data).

  A printer 400 as an image forming apparatus includes an interface 410 and a print processing unit 420. An interface 410 is an interface on the printer 400 side that connects the printer 400 and the image processing apparatus 300. For example, there are a USB port and a network port, and the type is not particularly limited. The print processing unit 420 performs print processing based on print data (print data).

  The server device 500 analyzes analysis data (for example, analysis printer data) from a request source such as the image processing device 300, and provides the analysis result to the request source.

  Examples of the communication line 600 include a local area network (LAN), a wired communication line such as the Internet and a telephone line, a wireless communication line such as a wireless LAN, and a combination of these communication lines. It is done.

  The image processing apparatus 300, the printer 400, and the server apparatus 500 described above form an information processing system.

  In the fifth embodiment, confidential information is information that should be confidential, such as a telephone number, and a confidential document is a document that includes confidential information.

  Next, print processing by the information processing system will be described with reference to FIG.

  FIG. 17 is a flowchart showing the processing procedure of the printing process.

  In the image processing apparatus 300, when the application software 310 creates drawing command data and performs print processing on the drawing command data related to one print job, the drawing command data is passed to the printer driver 320. The driver 320 converts the received drawing command data into PDL format print data 3310 (step S301) and creates log data 3330 (step S302).

  Note that the log data 3330 includes information useful for later failure analysis such as a history at the time of calling a drawing command and a parameter value at that time.

  The printer driver 320 stores the print data 3310 and the log data 3330 in the data storage unit 330 (step S303). These data are temporarily stored in the data storage unit 330 for later failure analysis.

  The printer driver 320 transmits the print data 3310 to the printer 400 via the interface 360 (step S304).

  In the printer 400, when the interface 420 receives the print data 3310 from the image processing apparatus 300 and outputs the print data 3310 to the print processing unit 420, the print processing unit 420 performs print processing based on the received print data 3310, and prints Is output (step S305).

  Meanwhile, the print data 3310 and log data 3330 relating to one print job temporarily stored in the data storage unit 330 are deleted by the printer driver 320 or the processing unit 340 after a certain period of time has elapsed. Yes.

  Further, even within the above-mentioned fixed period, when a plurality of print data 3310 and a plurality of log data 3330 are temporarily stored in the data storage unit 340 corresponding to a plurality of print jobs, a certain number May be deleted from the print data 3310 and log data 3330 related to the chronological print job by the printer driver 320 or the processing unit 340. Accordingly, it is possible to prevent the storage area of the data storage unit 330 from being compressed due to the unlimited accumulation of the print data 3310 and the log data 3330.

  Up to this point, the description is about normal printing processing. Incidentally, at the time when the normal printing process is completed, only the print data 3310 and the log data 3330 are stored in the data storage unit 330, and the analysis print data 3320 and the analysis log data 3340 are not stored.

  Next, confidential information removal processing by the image processing apparatus 300 will be described with reference to FIG.

  FIG. 18 is a flowchart showing the processing procedure of the removal processing.

  When the user refers to the printing result (printed material) of the printing process by the printer 400 and finds something wrong (a trouble related to printing), the user displays the trouble analysis screen 3610 as shown in FIG. The item 3611 “Must analyze failure” in the failure analysis screen 3610 is selected (checked) by operating the keyboard or the mouse, and then the confirm button 3612 is pressed.

  In this way, when the item 3611 “Must analyze failure” in the failure analysis screen 3610 is selected, the fact that the failure should be analyzed is input to the processing unit 340.

  At this point, the data storage unit 330 stores only print data 3310 and log data 3330 corresponding to the print result (printed matter) that is a problem related to the printing, and the analysis print data 3320 and the analysis data. Log data 3340 is not saved.

  In response to the fact that the failure should be analyzed, the processing unit 340 analyzes the print data 3310 and log data 3330 stored in the data storage unit 330 and passes the analysis result to the security determination unit 3410.

  The confidentiality determination unit 3410 determines whether the print data 3310 is a confidential document based on the analysis results of the print data 3310 and the log data 3330 (step S401).

Here, when the print data 3310 satisfies any of the following criteria (determination criteria) indicated by (a) to (e), the confidentiality determination unit 3410 is a confidential document. Is determined.
(A) The print data contains text indicating that the document is a confidential document, such as “confidential” or “secret”.
(B) When print data is searched in a database, the result of this database search includes text of personal information such as address, person name, and place name.
(C) The numerical text included in the print data must match the pattern of the telephone number, credit card number, etc.
(D) The print data includes text registered in the confidential document specifying text list 3440.
(E) The print data includes text registered in the confidential information specifying text list 3450.

  When performing the determination process according to these determination criteria, the confidentiality determination unit 3410 determines whether the print data is a confidential document or whether the predetermined text in the print data is confidential information (the predetermined text itself). Whether or not it is confidential information).

  For example, if the text “confidential” exists in the print data, the print data is determined to be a confidential document, but the character “confidential” itself is not confidential information. This case corresponds to a case where the determination is made according to the determination criteria (A) and (D).

  On the other hand, if a telephone number exists in the print data, it is determined that the telephone number itself is confidential information, and naturally the print data is determined to be a confidential document. This case corresponds to a case where the determination is made according to the determination criteria (A), (C), and (E).

  If the print data 3310 is not a confidential document as a result of the determination processing by the confidential determination unit 3410, the analysis print data 3320 and the analysis log data 3340 are not created, but the print data 3310 itself becomes the analysis print data. The log data 3330 itself becomes analysis log data. Of course, a copy of the original print data 3310 itself may be used as the analysis print data 3320, and a copy of the original log data 3330 itself may be used as the analysis log data 3340.

  On the other hand, when the result of the determination processing by the confidentiality determination unit 3410 is that the print data 3310 is a confidential document, the processing unit 340 performs processing according to whether or not the confidential information itself has been determined.

  That is, when the confidential information itself can be determined by the confidentiality determination unit 3410, the confidentiality determination unit 3410 notifies the confidential information automatic removal unit 3420 of the confidential information (text information).

  Upon receiving the confidential information (text information) notified from the confidentiality determination unit 3410, the confidential information automatic removal unit 3420 creates analysis print data 3320 from which the confidential information (text information) has been removed from the print data 3310 (step S402). ).

  In this case, the confidential information automatic removing unit 3420 copies the print data 3310, and based on the copied data (copy data) and the notified confidential information (text information), the copy data (print data) of the print data 3310 is printed. The corresponding confidential information is removed (automatically removed) from the same as 3310), and the copy data after the corresponding confidential information is removed is taken as analysis print data 3320.

  Further, the confidential information automatic removal unit 3420 creates analysis log data 3340 obtained by removing the confidential information (text information) from the log data 3330 (step S403).

  In this case, the confidential information automatic removing unit 3420 copies the log data 3330, and based on the copied data (copy data) and the confidential information (text information), the copy data of the log data 3330 (equivalent to the log data 3330). ), The corresponding confidential information is removed (automatically removed), and the copy data after the corresponding confidential information is removed is taken as analysis log data 3340.

  Then, the confidential information automatic removal unit 3420 stores the analysis print data 3320 and the analysis log data 3340 created as described above in the data storage unit 330 (step S404), and prints the analysis print data 3320. The printer driver 320 is requested as follows.

  Next, the processing unit 340 causes the display unit 360 to designate whether or not the analysis print data 3320 may be transmitted to the server device 500 (hereinafter referred to as “analysis print data transmission availability screen”). .) Is displayed. The user refers to the print result of the analysis print data 3320, and from the viewpoint that the defect is reproduced or the confidential information is not included in the print processing result, “Permitted” or “Not permitted” is specified for transmission.

  By the way, if the confidentiality determination unit 3410 can determine that the document is a confidential document but cannot determine the confidential information itself, the confidentiality determination unit 3410 indicates that the confidential information itself could not be determined. The data is output to the removal unit 3430 and the display unit 360.

  As a result, since “notifying that the confidential information itself could not be determined” is displayed on the display unit 360, the user operates the input unit 350 to instruct the confidential information itself, whereby the confidential information manual removal unit 3430 It is possible to perform a process for removing confidential information.

  The confidential information manual removal unit 3430 that has been notified by the confidentiality determination unit 3410 that “the confidential information itself could not be determined” corresponds to the content specified by the operation (manual) of the user input unit 350 from the print data 3310. The confidential information is removed, and analysis print data 3320 is created (step S405). In this case, the print data after the confidential information is removed from the print data 3310 is set as analysis print data 3320.

  Further, the confidential information manual removal unit 3430 removes the confidential information corresponding to the content designated by the user's operation (manual) of the input unit 350 from the log data 3330, and creates the analysis log data 3340 (step S406). . In this case, the log data after the confidential information is removed from the log data 3330 is set as analysis log data 3340.

  Then, the confidential information manual removal unit 3430 stores the analysis print data 3320 and the analysis log data 3340 created as described above in the data storage unit 330 (step S407).

In step S405 and step S406, when any of the target information is designated by the input unit 350 to be the confidential information indicated by (a) to (e) below, the confidential information manual removal means The 3430 removes the designated target information from the print data as confidential information.
(A) Specify the type of object (text, image, graphics) whose output is permitted or inhibited.
(B) Specify a character string (text) that permits or suppresses output.
(C) Specify an area to permit or inhibit output.
(D) Specify that all character strings (text) are replaced with the same characters (for example, “*”).
(E) Designate replacement of all images with dummy images.

Here, when the text based on the confidential information in (b) is suppressed, in order to update the determination criterion in the confidentiality determination by the confidentiality determination unit 3410 from the next time, the user operates the input unit 350 to It is instructed whether to perform any of the processes from (A) to (C).
(A) Additional registration is performed in the confidential document specifying text list 3440.
(B) Additional registration is performed in the confidential information specifying text list 3450.
(C) Do not register.

  When the confidential information manual removal unit 3430 is instructed to perform the process (A) or (B) regarding the update of the determination standard in the confidential determination, the confidential information manual removal unit 3430 performs the determination standard update process in the confidential determination. (Step S408). Note that, when it is instructed to perform the process (C), step S408 is not performed.

  Then, the confidential information manual removal unit 3430 is instructed to perform the process (C) when step S408 is ended, and when step S408 is not performed when step S408 is not performed, the analysis print data 3320 is stored. The printer driver 320 is requested to print.

  Next, the processing unit 340 causes the display unit 360 to display the analysis print data transmission availability screen. The user refers to the print result of the analysis print data 3320, and from the viewpoint that the defect is reproduced or the confidential information is not included in the print processing result, “Permitted” or “Not permitted” is specified for transmission.

  Here, the designation of confidential information by the input unit 350 in steps S405 and S406 will be described with a specific example.

  An example of the designation (a) is shown in FIG. In this example, a designation screen 3620 as shown in FIG. 20 is displayed on the display unit 360. This designation screen 3620 designates, for each object type, items 3621a, 3622a, and 3623a that specify that output is permitted, items 3621b, 3622b, and 3623b that specify that output is to be suppressed, and the type of object. It consists of items 3621, 3622, 3623 and a confirmation button 3624.

  On the designation screen 3620, it is designated that output is permitted or output is inhibited for three types of objects, text, image, and graphics. If permission or suppression is not specified, “output is permitted” is adopted as a default for the corresponding object.

  For example, when it is desired to remove images and graphics, the user selects (checks) items 3622b and 3623b that specify that output is to be suppressed, and selects (checks) items 3622 and 3623 that specify the types of objects. Then, the confirm button 3624 is pressed.

  The setting content thus set on the designation screen 3620 is input to the confidential information manual removal unit 3430.

  Next, FIG. 21 shows a designation example of the above (b). In this example, a designation screen 3630 as shown in FIG. 21 is displayed on the display unit 360. The designation screen 3630 includes an item 3631 for designating that output is permitted, an item 3632 for designating that output is to be suppressed, and a setting field for setting (filling in) a character string to be confidential information. 2633, an item 3634 for specifying additional registration in the confidential document specifying text list 3440, an item 3635 for specifying additional registration in the confidential information specifying text list 3450, and the update of the determination criteria in the confidentiality determination, and It consists of an item 3636 for designating not registration and a confirmation button 3637.

  For example, when the user wants to suppress the output of, for example, “Fujitaro”, which is personal information included in the print data, and additionally register the character string of “Fujitaro” in the confidential information specifying text list 3450, the user The item 3632 is selected (checked), the character string “Taro Fuji” is set (filled in) in the setting field 3633, the item 3635 is selected (checked), and the enter button 3637 is pressed.

  The setting content thus set on the designation screen 3620 is input to the confidential information manual removal unit 3430.

  Subsequently, FIG. 22 shows a designation example of the above (c). In this example, a designation screen 3640 as shown in FIG. 22 is displayed on the display unit 360. This designation screen 3640 includes an item 3661 for designating that output is permitted, an item 3642 for designating that output is inhibited, and the start position of the area range, for example, page number, line number, and character number. Setting fields 3634a, 3634b, and 3643c for designating whether there are, and setting fields 3644a, 3644b, and 3644c for designating the end point position of the area range, for example, what page, what line, and what character. And a confirmation button 3645.

  Finally, FIG. 23 shows an example of designation of the above (d) and (e). In this example, a designation screen 3650 as shown in FIG. 23 is displayed on the display unit 360. The designation screen 3650 includes an item 3651 for specifying that all character strings (text) are replaced with the same character (for example, “*”), an item 3652 for specifying that all images are replaced with dummy images, and a character string and an image. Is composed of an item 3653 for designating the replacement, and a confirmation button 3654.

  For example, when all the character strings included in the print data are to be replaced with the same character (for example, “*”), the user selects (checks) the item 3651 and further presses the confirm button 3654.

  The setting content set in the designation screen 3650 in this way is input to the confidential information manual removal unit 3430.

  Meanwhile, the printer driver 320 requested to print from the confidential information automatic removal unit 3420 or the confidential information manual removal unit 3430 reads the analysis print data 3320 from the data storage unit 330, and uses the analysis print data 3320 as an interface. The data is transmitted to the printer 400 via 370 (step S409).

  Then, the printer 40 performs a printing process based on the received analysis print data 3320 and outputs a result (printed material) of the printing process (step S420).

  In step S401, if the result of the determination process by the confidentiality determination unit 3410 is that the print data 3310 is not a confidential document, the process proceeds to step S409. In this case, the printer driver 320 reads out the print data 3310 from the data storage unit 330 as the analysis print data 3320 and also reads out the log data 3330 as the analysis log data 3340. The analysis print data 3320 is read via the interface 370. Then, the data is transmitted to the printer 400.

  Now, based on the result of referring to the print result of the analysis print data 3320, the user transmits the analysis print data 3320 to the analysis print data transmission availability screen already displayed on the display unit 360. Specify "Allow" or "Do not allow".

  In this case, if it is determined that “the failure has been reproduced” and “the confidential information is not included” in the result of the printing process, “permitted” is designated, and in contrast, the printing process If it is determined that “the failure has not been reproduced” or “confidential information is included” in the result, “not permitted” is designated.

  Based on the information “permitted” or “not permitted” specified for the analysis print data transmission permission / inhibition screen already displayed on the display unit 360, the processing unit 340 is a server for the analysis print data 3320. It is determined whether or not transmission to device 500 is permitted (step S410).

  If it is determined in step S410 that transmission of the analysis print data 3320 to the server device 500 is not permitted, the process returns to step S405. In step S405, the confidential information manual removal unit 3430 can restore the previous designation (so-called undo function).

  On the other hand, in step S <b> 411, in the processing unit 340 that determines that transmission of the analysis print data 3320 to the server device 500 is permitted, the e-mail creation unit 3460 includes the analysis print data 3320 stored in the data storage unit 330 and An e-mail is created based on the analysis log data 3340 and transmitted to the server device 500 via the communication unit 380 (step S411). In this case, analysis print data 3320 and analysis log data 3340 are transmitted to the mail address corresponding to the server device 500.

  The analysis print data 3320 and the analysis log data 3340 are deleted by the e-mail creation unit 3460 after e-mail transmission.

  This is the end of the description of the confidential information removal processing by the image processing apparatus 300.

  In the fifth embodiment, both the analysis print data and the analysis log data are transmitted to the server device. However, the present invention is not limited to this, and the following may be performed.

  That is, print data and analysis print data may be generated without generating log data and analysis log data, and only the analysis print data may be transmitted to the server apparatus.

  As described above, according to the fifth embodiment, even if confidential information such as personal information is included in the print data for analysis of a defect related to printing by a printer, the confidential information The print data from which the portion is omitted can be transmitted to a server device that analyzes the defect of the print data.

  Moreover, since the confidential information is removed from the print data by the confidential information automatic removal unit, it is possible to reduce the removal operation (such as designation of confidential information) by the user for removing the confidential information from the print data.

  Even if confidential information such as personal information is included in the print data for analysis of problems related to printing by the printer, the confidential information is removed or the confidential information is non-confidential information. The analysis print data replaced with can be transmitted to the server device, whereby the server device can analyze the failure of the analysis print data.

  Further, as a secondary effect, the print data is limited to the portion where the failure occurs, so that the failure analysis by the server device is facilitated.

  In addition, even if confidential data such as personal information is included in the print data for analysis of defects related to printing by the printer, the confidential information is removed, or the confidential information becomes non-confidential information. Since the replaced print data is transmitted to the server device as analysis print data, it is possible to suppress leakage of confidential information regarding the print data (analysis print data) necessary for analyzing the defect.

  FIG. 24 shows a hardware configuration of the image processing apparatus.

  As shown in FIG. 24, the image processing apparatus 300 is configured by a computer or the like, and includes a CPU (Central Processing Unit) 301, a storage device 302 such as a hard disk, a ROM (Read Only Memory) 303, and a RAM (A Read / Write Memory as needed). 304, an input device 305, a display device 306, a USB port 307, and a communication interface (hereinafter referred to as “communication I / F”) 308.

  The storage device 302 functions as a data storage unit 330 (see FIG. 16), and stores print data 3310, log data 3330, analysis print data 3320, and analysis log data 3340. The storage device 302 also stores the confidential document specifying text list 3440 and the confidential information specifying text list 3450 shown in FIG.

  Further, the storage device 302 stores a program corresponding to the processing procedure (S401 to S411 in FIG. 18) of the above-described confidential information removal processing, the confidentiality determination unit 3410 in the processing unit 340 shown in FIG. Included in the print data for analysis of defects (print result defects) related to printing by the printer 400, such as programs for realizing the functions of the section 3420, confidential information manual removal section 3430, and e-mail creation section 3460 A predetermined program (software) including a program (hereinafter referred to as “image processing program”) 302A corresponding to the confidential information removal process, application software 310 and printer driver 320 shown in FIG. 16 are stored.

The image processing program 302A includes at least the following processing steps (1) to (4).
(1) A storing process for storing data in a data storing unit that stores predetermined data related to printing by the image forming apparatus.
(2) A confidential information determination process for determining whether or not confidential information is included in predetermined data stored in the data storage means.
(3) A confidential information removing process for removing a portion of the confidential information from predetermined data stored in the data storage means when it is determined that the confidential information is included in the confidential information determining process.
(4) A communication processing process in which predetermined data after the confidential information is removed by the confidential information removing process is transmitted to the server apparatus as analysis data, and the analysis of the analysis data is requested.

  The ROM 303 informs the user that the determination criteria to be applied in the confidential document determination processing by the confidentiality determination unit 3410 (see FIG. 16), that is, the determination criteria from (A) to (O) above, and the failure should be analyzed. Defect analysis screen for instructing (see FIG. 19), designation screen for allowing the user to designate target information to be classified information (see FIGS. 20 to 23), identification information indicating server device 500, for example, mail address information Is remembered.

  The RAM 304 has predetermined programs including the image processing program 302A read from the storage device 302, application software 310, printer driver 320, and data read from the ROM 303 (determination criteria information, defect analysis screen information, designation screen). Information, mail address information).

The RAM 304 also stores the following data (a) to (d), for example.
(A) Print data 3310 or log data 3330 read from the storage device 302 (data storage unit 330) when the CPU 301 (the confidential information automatic removal unit 3420 and the confidential information manual removal unit 3430) performs the confidential information removal process. Or the analysis print data 3320 or the analysis log data 3340, and the confidential document specifying text list 3430 and the confidential information specifying text list 3450 read from the storage device 302.
(B) Analysis print data 3320 or analysis log data 3340 created by the CPU 301 (the confidential information automatic removal unit 3420 and the confidential information manual removal unit 3430).
(C) Print data 3310 or analysis print data 3320 read from the storage device 302 (data storage unit 330) when the CPU 301 (printer device 320) requests the printer 400 to print.
(D) When the e-mail creating unit 3460 transmits the e-mail to the server device 500, the analysis print data 3320 and the analysis log data 3340 read from the storage device 302 (data storage unit 330) are based on these data. The email to send that you created.

  The CPU 301 executes a print request (print processing request) to the printer 400, performs a predetermined process for solving the problem when a problem occurs in the result of the print processing, and further the entire image processing apparatus 300. To control.

  For example, the CPU 301 performs the functions of the processing unit 340 (excluding the functions of the components 3440 and 3450), and reads a program for realizing the functions of the components of the processing unit 340 from the storage device 302 to the RAM 304. By executing this program, the functions of the confidentiality determining unit 3410, the confidential information automatic removing unit 3420, the confidential information manual removing unit 3430, and the e-mail creating unit 3460 are realized.

  Further, the CPU 301 reads the application software 310 and the printer driver 320 from the storage device 302 to the RAM 304 and executes these programs, thereby realizing the functions of the application software 310 and the printer driver 320.

  The input device 305 performs the function of the input unit 350 (see FIG. 16).

  The display device 306 performs the function of the display unit 360 (see FIG. 16), and is configured by a display, for example.

  The USB port 307 functions as an interface 370 (see FIG. 16).

  The communication I / F 308 fulfills the function of the communication unit 380 (see FIG. 16).

  In the present specification, an embodiment for realizing each function of an image processing device and recording a predetermined program including an image processing program 302A indicating a processing procedure of the confidential information removal processing in a storage device such as a hard disk as a recording medium. However, it is also possible to provide the predetermined program as follows.

  That is, the predetermined program may be stored in the ROM, and the CPU may load the program from the ROM to the main storage device and execute it.

  The predetermined program may be stored and distributed in a computer-readable recording medium such as a DVD-ROM, CD-ROM, MO (magneto-optical disk), flexible disk, or the like. In this case, after the image processing apparatus installs the program recorded on the recording medium, the CPU executes the program. As an installation destination of this program, there is a memory such as a RAM or a storage device such as a hard disk. The image processing apparatus loads the program stored in the storage device into the main storage device and executes it as necessary.

  Further, the image processing apparatus is connected to a computer such as a server apparatus or a host computer via a communication line (for example, the Internet), and after the image processing apparatus downloads the predetermined program from the server apparatus or the computer, This program may be executed. In this case, the download destination of the program includes a memory such as a RAM and a storage device (recording medium) such as a hard disk. Then, the image processing apparatus loads the program stored in the storage device into the main storage device and executes it as necessary.

  The present invention can be applied to an information processing system and an image processing apparatus for eliminating problems associated with printing monochrome print data or color print data.

1 is a configuration diagram illustrating a configuration of an information processing system according to a first embodiment. 3 is a block diagram illustrating a functional configuration of a client device according to Embodiment 1. FIG. 6 is a diagram illustrating an example of a print setting information database according to Embodiment 1 (before recording a print setting information code); FIG. It is a figure which shows an example of the error code conversion database which concerns on Embodiment 1. FIG. 5 is a diagram illustrating an example of print setting information according to the first embodiment and an outline of a flow of a print setting information code. FIG. It is a figure which shows an example (after recording of a printing setting information code) of the printing setting information database which concerns on Embodiment 1. FIG. It is a figure which shows an example of the operation manual database which concerns on Embodiment 1. FIG. FIG. 6 is a sequence diagram illustrating a processing procedure of a solution process for a defect related to printing by a printer in the information processing system according to the first embodiment. It is a figure which shows the other example (before recording of a printing setting information code) of the printing setting information database which concerns on Embodiment 1. FIG. 2 is a configuration diagram illustrating a hardware configuration of the information processing system according to Embodiment 1. FIG. 6 is a block diagram illustrating a functional configuration of a client device according to Embodiment 3. FIG. It is. FIG. 10 is a configuration diagram illustrating a configuration of an information processing system according to a fourth embodiment. It is a figure which shows an example of the integrated database which concerns on Embodiment 4. FIG. 10 is a block diagram illustrating a functional configuration of a client device according to a fourth embodiment. FIG. 10 is a sequence diagram illustrating a processing procedure for solving a problem related to printing by a printer in an information processing system according to Embodiment 4; FIG. 10 is a block diagram illustrating a functional configuration of an image processing apparatus according to a fifth embodiment. 10 is a flowchart illustrating a processing procedure of print processing by the information processing system according to the fifth embodiment. 16 is a flowchart illustrating a processing procedure of confidential information removal processing by the image processing apparatus according to the fifth embodiment. FIG. 20 is a diagram illustrating an example of a failure analysis screen according to the fifth embodiment. FIG. 20 is a diagram illustrating an example of a screen for designating an object type to be confidential information according to the fifth embodiment. It is a figure which shows an example of the screen for designating a character string as confidential information which concerns on Embodiment 5. FIG. It is a figure which shows an example of the screen for designating the area | region of a character string to set it as the confidential information which concerns on Embodiment 5. FIG. FIG. 16 is a diagram showing an example of a screen for designating that confidential information according to Embodiment 5 is replaced with non-confidential information. FIG. 10 is a configuration diagram illustrating a hardware configuration of an image processing apparatus according to a fifth embodiment. It is.

Explanation of symbols

10 Client devices 11, 21, 301 CPU
12, 22, 302 Storage device 13, 23, 303 ROM
14, 24, 304 RAM
15 USB interface 20, 500 Server device 25, 103 Network interface 30, 600 Communication line 40, 400 Printer 100 Image processing unit 107, 306 Display device 110, 320 Printer driver 120 Print spooler 130 Monitor module 140 Monitoring software 150 Communication software 220 Computer 221,370 Communication unit 222 Acquisition unit 223 Processing unit 300 Image processing device 302A Image processing program 305 Input device 307 USB port 308 Communication interface 330 Data storage unit 340 Processing unit 350 Input unit 360 Display unit 1100 Print setting information database 1200 Error code conversion Database 2100 Operation manual database 2200 Execution program code database 2300 Integration Database 2400 Execution unit 3310 Print data 3320 Analysis print data 3330 Log data 3340 Analysis log data 3410 Confidentiality determination unit 3420 Confidential information automatic removal unit 3430 Confidential information manual removal unit 3440 Confidential document identification text list 3450 Confidential information identification text list 3560 Email creation department

Claims (10)

A server device and a client device that presents operation manual information provided from the server device to a user are connected via a communication line,
The client device is
Print setting information storage means for storing print setting information related to printing by the image forming apparatus subject to print request;
Detecting means for detecting that a problem relating to printing by the image forming apparatus has occurred;
A transmission unit that transmits error information corresponding to the defect and print setting information stored in the print setting information storage unit to the server device when the detection unit detects that the defect has occurred;
Have
The server device
Manual information storage means for previously storing predetermined error information, predetermined print setting information, and operation manual information in association with each other;
When receiving the error information and the print setting information transmitted from the transmission unit, an acquisition unit that acquires the operation information corresponding to the error information and the print setting information from the manual information storage unit;
Providing means for providing operation manual information acquired by the acquiring means to the client device;
Having
An information processing system characterized by this. In the server device,
The manual information storage means includes
When all or part of the solution included in the operation manual information can be replaced by software that is executed by the client device and corresponds to the solution, there are other solutions other than the solution corresponding to the software. Preliminarily store the operation manual information including the other solution in the case where it exists, the predetermined error information, and the predetermined print setting information in association with each other,
The acquisition means includes
When the error information and the print setting information transmitted from the transmission unit are received, software corresponding to the error information and the print setting information, or operation manual information and software is acquired from the manual information storage unit,
The providing means includes:
Providing the client device with software acquired by the acquisition means, or operation manual information and software;
Furthermore, the client device
Execution means for executing software provided by the providing means;
The information processing system according to claim 1. A server device and a client device that presents operation manual information provided from the server device to a user are connected via a communication line,
The client device is
History information storage means for storing history information related to a user's print setting operation procedure related to printing by an image forming apparatus to be printed;
Detecting means for detecting that a problem relating to printing by the image forming apparatus has occurred;
When the detection unit detects that a failure has occurred, a transmission unit that transmits error information corresponding to the failure and the history information stored in the history information storage unit to the server device;
Have
The server device
Manual information storage means for preliminarily storing the predetermined error information, history information on the predetermined print setting operation procedure, and operation manual information in association with each other;
When receiving the error information and the history information transmitted from the transmission unit, an acquisition unit that acquires the operation information corresponding to the error information and the history information from the manual information storage unit;
Providing means for transmitting operation manual information obtained by the obtaining means to the client device;
Having
An information processing system characterized by this. In the server device,
The manual information storage means includes
When all or part of the solution included in the operation manual information can be replaced by software that is executed by the client device and corresponds to the solution, there are other solutions other than the solution corresponding to the software. Preliminarily store the operation manual information including the other solution in the case where it exists, the predetermined error information, and the history information regarding the predetermined print setting operation procedure in association with each other,
The acquisition means includes
When receiving the error information and the history information transmitted from the transmission means, obtain the error information and software corresponding to the history information from the manual information storage means, or operation manual information and software,
The providing means includes:
Providing the client device with software acquired by the acquisition means, or operation manual information and software;
Furthermore, the client device
Execution means for executing software provided by the providing means;
The information processing system according to claim 3. A communication means for analyzing data for analysis from a request source and communicating the result of the analysis to the request source via a communication line;
Data storage means for storing predetermined data related to printing by the image forming apparatus;
Confidential information determination means for determining whether or not confidential information is included in the predetermined data stored in the data storage means;
When it is determined by the confidential information determination means that confidential information is included, confidential information removing means for removing a portion of the confidential information from the predetermined data stored in the data storage means,
Have
The communication means includes
Transmitting the predetermined data after the processing to be removed by the confidential information removing means is performed to the server device as analysis data;
An image processing apparatus. An analysis instruction means for instructing that a defect should be analyzed;
Confidential information designating means for designating confidential information corresponding to the predetermined data stored in the data storage means,
The confidential information determination means includes
When it is instructed to analyze a defect by the analysis instruction means, it is determined whether confidential information is included in the predetermined data,
The confidential information removing means includes
Removing the confidential information specified by the confidential information specifying means from the predetermined data;
The image processing apparatus according to claim 5. An analysis instruction means for instructing that a defect should be analyzed;
Confidential information designating means for designating that the designated confidential information is to be replaced with non-confidential information while designating the confidential information corresponding to the predetermined data stored in the data storage means,
The confidential information determination means includes
When it is instructed to analyze a defect by the analysis instruction means, it is determined whether confidential information is included in the predetermined data,
The confidential information removing means includes
The confidential information specified by the confidential information specifying means included in the predetermined data is replaced with non-confidential information specified by the confidential information specifying means,
The communication means includes
Transmitting the predetermined data after the replacement process by the confidential information removing unit is performed as analysis data to the server device;
The image processing apparatus according to claim 5. Print request means for requesting print processing by giving analysis data before being sent to the server device to the image forming apparatus;
When the print processing result based on the analysis data by the image forming apparatus reproduces a defect related to printing and includes confidential information, the predetermined information is specified by the confidential information specifying means.
The image processing apparatus according to claim 6 or 7, The predetermined data is:
Print data related to printing by the image forming apparatus, or print data and log data related to printing by the image forming apparatus.
The image processing apparatus according to claim 5, wherein the image processing apparatus is an image processing apparatus. A storage process for storing data in a data storage unit for storing predetermined data relating to printing by the image forming apparatus;
A confidential information determination process for determining whether or not confidential information is included in the predetermined data stored in the data storage means;
When it is determined that the confidential information is included in the confidential information determination process, the confidential information removal process for removing a portion of the confidential information from the predetermined data stored in the data storage unit;
A communication process for transmitting the predetermined data as the analysis data to the server device after the part of the confidential information is removed by the confidential information removal process, and requesting the analysis of the analysis data;
An image processing program for causing a computer to execute.

Images