JP2010049437A - Remote maintenance system, remote maintenance device, remote maintenance method, and program therefor - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a remote maintenance system, etc. allowing for remote maintenance without sending to a remote place a log containing information involving a trade secret. <P>SOLUTION: The remote maintenance system 100 includes: a maintenance object computer 2; a maintenance terminal 4 that is not connected to the same LAN that the maintenance object computer is connected to; and a remote maintenance device 1 that is connected to the same LAN that the maintenance object computer is connected to, and can be accessed from the maintenance terminal through the Internet. The remote maintenance device includes: a fault information storage means 11 for storing fault information data; an abnormality detection means 12 for determining whether the stored fault information data contains content that indicates an occurrence of error in the maintenance object computer; and an analysis means 14 to be activated based on the determination by the abnormality detection means, analyze the fault information data further in detail, and transmit the result of analysis to the maintenance terminal. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to remote maintenance of a computer, and more particularly to a remote maintenance system that can reduce the risk of leakage of confidential business information to the outside associated with remote maintenance.

  With the introduction of computers to many companies, it is often difficult for each company to have a dedicated administrator on their computers. In such a case, a service called remote maintenance is often used. This is a service in which a management contractor inspects a computer of each company and responds when trouble occurs from the outside of the company as a client via a network.

  The following technical documents are disclosed as devices for this remote maintenance. Patent Literature 1 describes a remote maintenance device that enables a manager in charge to analyze a log file via a network. Patent Document 2 describes a technique of recording the result of access monitoring and control on a LAN (Local Area Network) in a monitoring control log via the network. In both cases, logs acquired on the LAN are sent to a manager in charge at a remote location via a network.

JP-A-11-110248 JP 2003-330802 A

  In the techniques of the above-described Patent Documents 1 and 2, it is necessary to send various logs acquired on the LAN to a manager in charge at a remote location via a network. However, such logs, such as event logs, network logs, application logs, and the like, contain a lot of information related to business confidentiality performed by the computer.

  In recent years, with the establishment of legal systems such as the Personal Information Protection Law, companies are becoming more aware of the risk of the risk of leaking confidential business information to the outside. For this reason, the use department of the computer may be reluctant to send the log including the confidential information outside the company, or may instruct to delete the personal information from the log. These are causing delays in disaster recovery.

  For quick failure recovery, it is desirable to obtain access permission in advance for the log. However, in order to gain an understanding from the user department, it is necessary to confirm the type of failure information sent to the remote location, the analysis method for it, and the failure information file that was taken out after the failure recovery. Need to be clarified and made available to the user department. In the techniques of the above-mentioned Patent Documents 1 and 2, this cannot be said to be sufficiently considered.

  An object of the present invention is to provide a remote maintenance system, an apparatus, a method, and a program that enable remote maintenance without sending a log including information related to business confidentiality to a remote place.

  In order to achieve the above object, a remote maintenance system according to the present invention includes a maintenance target computer, a maintenance terminal not connected to the same LAN as the maintenance target computer, and a maintenance terminal connected to the same LAN as the maintenance target computer. A remote maintenance system having a remote maintenance device accessible from the terminal via the Internet, wherein the maintenance target computer has failure information transmission means for transmitting failure information data to the remote maintenance device, and the remote maintenance device is Failure information storage means for storing failure information data, abnormality detection means for determining whether the stored failure information data includes contents indicating that an error has occurred in the maintenance target computer, and determination of the abnormality detection means To analyze the failure information data in more detail, And having an analysis means for transmitting the analysis result to the maintenance terminal.

  To achieve the above object, a remote maintenance apparatus according to the present invention is a remote maintenance apparatus that is connected to the same LAN as a maintenance object computer and is accessible from the maintenance terminal via the Internet, and has a fault from the maintenance object computer. Fault information storage means for receiving and storing information data, anomaly detection means for judging whether the stored fault information data includes contents indicating that an error has occurred in the maintenance object computer, and anomaly detection means And analyzing means for analyzing the failure information data in more detail and transmitting the analysis result to the maintenance terminal.

  In order to achieve the above object, a remote maintenance method according to the present invention comprises analysis means for analyzing failure information data of a maintenance target computer, is connected to the same LAN as the maintenance target computer, and is connected to the maintenance terminal via the Internet. An accessible remote maintenance device is a remote maintenance method for analyzing the cause of an error that has occurred in a maintenance target computer. The failure maintenance data received from the maintenance target computer is accumulated, and the maintenance target computer is stored in the accumulated failure information data. It is determined whether or not the contents indicating that an error has occurred in the error information, the failure information data is further analyzed based on the determination result, and the result of this further analysis is transmitted to the maintenance terminal. .

  In order to achieve the above object, a remote maintenance program according to the present invention comprises analysis means for analyzing failure information data of a maintenance target computer, is connected to the same LAN as the maintenance target computer, and is connected to the maintenance terminal via the Internet. The computer that controls the accessible remote maintenance device stores the failure information data received from the maintenance target computer, and whether the stored failure information data includes content indicating that an error has occurred in the maintenance target computer And a procedure for starting an analysis means for analyzing failure information data in more detail based on the determination result and a procedure for transmitting the result of this further analysis to the maintenance terminal. To do.

  According to the present invention, as described above, the remote maintenance device connected to the same LAN as the maintenance target computer analyzes the failure information data received from the maintenance target computer, and transmits the analysis result to the maintenance terminal via the Internet. Thus, even if the failure information data itself is not transmitted to the outside via the Internet, the cause of the failure can be identified by analyzing the failure information data. As a result, it is possible to provide an unprecedented excellent remote maintenance system, apparatus, method, and program capable of performing remote maintenance without sending a log including business confidential information to a remote location. .

[First Embodiment]
The configuration of the embodiment of the present invention will be described below with reference to the accompanying drawings.
First, the basic content of the present embodiment will be described, and then more specific content will be described.
A remote maintenance system 100 according to this embodiment includes a maintenance object computer 2, a maintenance terminal 4, and a remote maintenance device 1. Here, the maintenance terminal 4 is not connected to the same LAN as the maintenance object computer. The remote maintenance device 1 is connected to the same LAN as the maintenance target computer 2 and is accessible from the maintenance terminal 4 via the Internet 3. This maintenance object computer 2 has a failure information transmitting means 21 for transmitting failure information data to the remote maintenance device 1. The remote maintenance device 1 then detects failure information storage means 11 for storing failure information data, and abnormality detection for determining whether the stored failure information data includes content indicating that an error has occurred in the maintenance object computer. Means 12 and analysis means 14 that is activated based on the judgment of the abnormality detection means 12, analyzes the failure information data in more detail, and transmits the analysis result to the maintenance terminal.

  Further, the remote maintenance device 1 grants access rights to the shared folder so that the failure information data can be accessed from the analysis means 14 based on the determination of the abnormality detection means 12 and the plurality of shared folders 11a to 11e. And access right setting means 13 for setting. In addition, the remote maintenance device 1 has a correspondence table 13a that associates the type of failure information data with a shared folder and analysis means.

  The failure information data here includes periodic failure information transmitted from the maintenance target computer to the remote maintenance device at a predetermined cycle, and irregular failure information transmitted from the maintenance target computer to the remote maintenance device irregularly. .

  In addition, the abnormality detection unit 12 indicates that “when the periodic failure information is not written even at a predetermined time”, “a log exceeding the predetermined amount is written in the periodic failure information, and a specific character is included in the failure information data. A case where an error has occurred in the maintenance target computer 2 in the case of “when a column is included” or “when irregular failure information is written and the failure information data includes a specific character string” to decide.

  The shared folders 11a to 11e can be configured by network shared folders, and the log writing function of the maintenance target computer 2 is set as a network shared folder so that the log writing function functions as the failure information transmitting unit 21. Can be made.

  The analysis means 14 here can include any one or more of an event viewer, a network log analysis tool, an application dump tracer, a load condition analysis tool, and a dump analysis tool. In addition, the failure information data can include any one or more of an event log, a network log, an application dump, and a full dump.

  Hereinafter, this will be described in more detail. FIG. 1 is a schematic configuration diagram showing a configuration of a remote maintenance system 100 according to the first embodiment of the present invention. In the remote maintenance system 100, a remote maintenance device 1 and a maintenance target computer 2 are connected to each other via a LAN. The maintenance target computer 2 includes a failure information transmission unit 21 that transmits failure information data, which will be described later, representing a failure that has occurred on the maintenance target computer 2 to the remote maintenance device 1. The operation of the failure information transmission unit 21 will be described later.

  The remote maintenance device 1 is a computer device that is mutually connected to the maintenance terminal 4 via the Internet 3 and has functional units described later. The maintenance terminal 4 is a computer device operated by a person in charge of management, and the person in charge of management can log in to the remote maintenance device 1 via the Internet 3 by operating the maintenance terminal 4. In FIG. 1, thick arrows indicate the flow of failure information that has not been processed, and thin arrows indicate the flow of other control and screen information.

  The remote maintenance device 1 is a computer that includes a CPU, a RAM, an OS, etc., and is a subject that executes a computer program, such as a failure information storage unit 11, an abnormality detection unit 12, an access right setting unit 13, and an analysis unit 14. Each functional unit is executed. Further, the remote maintenance device 1 includes a control unit 15 configured by a CPU, a RAM, an OS, and the like that control these functional units. All operations of the remote maintenance device 1 described below are performed based on the control of the control unit 15.

  The failure information storage unit 11 includes a plurality of shared folders 11a to 11e. When the failure information storage unit 11 receives the failure information file from the failure information transmission unit 21, the failure information storage unit 11 writes and stores the received failure information file in a predetermined location in the shared folders 11a to 11e according to its type. The failure information file here is specifically an event log (11a), a network log (11b), an application dump (11c to 11d), a full dump (11e), or the like. In parentheses, reference symbols of shared folders corresponding to the respective failure information files are represented.

  An application dump is created by the failure information transmission unit 21 for each type of application running on the maintenance target computer 2. Here, an application dump corresponding to the application A operating on the maintenance target computer 2 is referred to as an application A dump (11c), and an application dump corresponding to the application B is referred to as an application B dump (11d).

  Note that the number of shared folders is not necessarily five, and the notation “shared folders 11a to 11e” merely indicates that “a plurality of shared folders exist”. In this embodiment, the failure information storage unit 11 uses a network shared folder that is provided as a standard in the OS.

  The failure information transmitting unit 21 transmits these failure information files to the remote maintenance device 1. In this embodiment, the failure information transmitting means 21 is a function for writing various logs (event log, network log, application log, full dump, etc. corresponding to the above-mentioned failure information file) provided as standard by the OS. As described above, by designating the network shared folders that are the shared folders 11a to 11e as their writing destinations, this log writing function can function as the failure information transmitting means 21.

  The abnormality detection unit 12 determines the current operating status of the maintenance target computer 2 from the failure information file written in the shared folders 11a to 11e. More specifically, when a failure information file that is supposed to be received at a predetermined interval has not been received for a predetermined time, and a large amount of logs exceeding the normal amount are written in the failure information file And a specific character string (for example, “APP_ERR”) indicating “error occurrence” in the failure information file, or irregular failure information described later, and the aforementioned “error occurrence” in the failure information file. If any one of the above-mentioned specific character strings is indicated, it is determined that an abnormality has occurred in the operation status, and the fact is notified to the access right setting means 13.

  The access right setting means 13 holds a correspondence table 13a indicating a current operation status of the maintenance target computer 2 and a handling method for a failure that has occurred. This correspondence table 13a holds this as a flag, and an access right is set so that the shared folders 11a-e determined in advance by the flag can be accessed from the analysis means 14a-e.

  FIG. 2 is an explanatory diagram showing the data structure of the correspondence table 13a shown in FIG. The correspondence table 13 a includes data such as a status holding flag 31, an operation status item 32, an available failure file 33, and an available analysis unit 34.

  In the status holding flag 31, the status holding flag 31 corresponding to the corresponding operating status item 32 is turned ON according to the operating status of the maintenance object computer 2 notified from the abnormality detecting means 12. In FIG. 2, a state where the flag corresponding to the operation status of the maintenance target computer 2 is turned ON is indicated by “◯”. The operation status item 32 is an item name indicating the operation status of the maintenance object computer 2 notified from the abnormality detection unit 12. There are items such as “normal monitoring”, “high load”, “application A error”, “application B error”, and “unknown error”.

  The available failure file 33 and the available analysis unit 34 are an analysis unit that analyzes a failure information file to be used and the failure information file when the maintenance target computer 2 is in a state indicated by the operation status item 32. The name of each is shown. Note that there may be a plurality of usable failure files 33 for one operation status item 32. More specifically, the usable failure file 33 is an event log, a network log, an application log, a full dump, or the like stored in the shared folders 11a to 11e.

  In the example shown in FIG. 2, since the maintenance target computer 2 is currently in the “normal monitoring” state and an error has occurred in “application A”, the “normal monitoring” and “application A error” 2 The status holding flag 31 corresponding to one operating status item 32 is set to ON.

  When the operation status item 32 is “normal monitoring”, the available failure file 33 is “event log”, and the available analysis means 34 for analyzing this event log is “event viewer”. When the operation status item 32 is “application A error”, the available failure file 33 is “application A dump”, and the available analysis means 34 that analyzes this application A dump is “application dump tracer”.

  In the correspondence table 13a, the access right setting unit 13 activates the analysis unit 14 corresponding to the available analysis unit 34 based on the operation status item 32 in which the status holding flag 31 is ON, and the analysis unit uses the analysis unit 14. The access rights of the shared folders 11a to 11e in which the failure file is written are set so that the failure file corresponding to the possible failure file 33 can be read.

  The analysis unit 14 includes a plurality of analysis units 14a to 14e that analyze the failure file. More specifically, the analysis means 14a to 14e are an event viewer 14a, a network log analysis tool 14b, an application dump tracer 14c, a load situation analysis tool 14d, and a dump analysis tool 14e described as the available analysis means 34 in FIG. Etc. Then, the result of the analysis performed by the analysis means 14 is transmitted to the maintenance terminal 4 via the Internet 3. The “analyzing means 14a to 14e” is also simply a notation indicating that “a plurality of analyzing means exist”, and does not necessarily indicate that the number of analyzing means is five.

(Reception of failure information file)
FIG. 3 is a flowchart illustrating an operation in which the remote maintenance device 1 illustrated in FIG. 1 receives a failure information file from the failure information transmission unit 21. As a premise of this operation, the failure information transmitting unit 21 included in the maintenance object computer 2 performs an operation of transmitting a failure information file indicating a failure occurring in itself to the remote maintenance device 1. Each time the failure information storage unit 11 receives the periodic failure information and the irregular failure information (step S101), the failure information storage unit 11 writes the failure information in the corresponding shared folders 11a to 11e (step S102).

  The event log and the network log are transmitted to the remote maintenance device 1 at predetermined intervals. The application A log and the application B log are respectively transmitted to the remote maintenance device 1 when an error occurs in the application A and the application B executed on the maintenance target computer 2. The full dump is transmitted to the remote maintenance device 1 when an error occurs in the OS running on the maintenance target computer 2.

  Hereinafter, the failure information file transmitted to the remote maintenance device 1 at a predetermined interval is referred to as periodic failure information, and the failure information file transmitted when an error occurs is referred to as irregular failure information. The event log and network log are periodic failure information, and the application A log, application B log, and full dump are irregular failure information.

(Detection of failure occurrence and resolution of failure)
FIG. 4 is a flowchart showing an operation in which the remote maintenance device 1 shown in FIG. 1 detects the occurrence of a failure in the maintenance object computer 2 and solves this failure. The abnormality detection means 12 is in a state where “the periodic failure information is not written even when a predetermined time comes” (step S201), and “a large amount of logs exceeding the normal amount are written in the periodic failure information” (step S202). ) Or “irregular failure information is written” state (step S203) is detected.

If YES is determined in the step S201, the process proceeds to a later-described step S205 as it is.
When YES is determined in step S202 or 203, the abnormality detection unit 12 confirms the content of the periodic failure information or irregular failure information, and the content indicating the occurrence of an error (for example, “APP_ERR” described above) is present therein. It is determined whether or not data has been written (step S204). If all of steps S201 to 204 are NO, the process returns to the determination in step S201.

  When it is determined in step S201 or S204 that an error has occurred, the abnormality detection unit 12 determines which of the operation status items 32 in the correspondence table 13a the operation state of the maintenance target computer 2 indicated by the error corresponds to. Based on the determination result, the status holding flag 31 of the corresponding item in the correspondence table 13a is turned ON (step S205).

  Then, the access right setting unit 13 sets the access right of the shared folders 11a to 11e in which the failure file corresponding to the usable failure file 33 corresponding to the operation status item 32 is written in the correspondence table 13a (step S206). The analysis unit 14 corresponding to the available analysis unit 34 corresponding to the operation status item 32 is activated (step S207). Here, the analyzing means 14 may be automatically activated based on the description in the correspondence table 13a, or by a manager in charge who is informed by telephone or the like from the operator of the maintenance target computer 2. It may be activated manually.

  The activated analysis unit 14 accesses the corresponding failure information file and analyzes the details of the failure (step S208). Then, the analysis result is transmitted from the analysis means 14 to the maintenance terminal 4 via the Internet 3 (step S209). The person in charge of the operation of the maintenance terminal 4 can see the transmitted analysis result and inform the operator of the maintenance object computer 2 about how to deal with the error by telephone or e-mail.

  More specific operation examples will be described. As in the example shown in FIG. 2, the maintenance target computer 2 is in the “normal monitoring” state, and an error occurs in “application A” operating on the maintenance target computer 2. It is assumed that The abnormality detection unit 12 reads the content stored in the failure information storage unit 11, and based on the result, the status holding flag corresponding to the two operation status items 32 of “normal monitoring” and “application A error” in the correspondence table 13a. 31 is turned ON (steps S201 to S205).

  Here, since the application A log, which is irregular failure information, has been written, step S203 for determining whether "irregular failure information has been written?" Is YES, and further, contents indicating the occurrence of an error are written in the application A log. Therefore, step S204 also becomes YES.

  The access right setting means 13 is a tool corresponding to the shared folder 11c in which “application A dump” that is a failure information file corresponding to “application A error” is recorded based on the contents of the correspondence table 13a. The access right of the folder is set so that the application dump tracer 14c can access (step S206). Then, the application dump tracer 14c is activated to start the analysis of “application A dump” (steps S207 to S208). Here, the application dump tracer 14c may be configured to automatically start the control unit 15 based on the description in the correspondence table 13a, or is notified by telephone or the like from the operator of the maintenance target computer 2. It may be manually activated by a manager.

  The result of this analysis is transmitted from the analysis means 14 to the maintenance terminal 4 via the Internet 3 (step S209). The maintenance terminal 4 identifies and displays the program line in which the failure has occurred in the application A from the displayed analysis result. The manager in charge of operating the maintenance terminal 4 can see this, and can inform the operator of the maintenance target computer 2 of the cause of the failure and the handling method, such as “cause of an operation error”.

  After the trouble is solved by the contact from the manager, the operator of the maintenance target computer 2 resets the flag included in the correspondence table 13a, returns the access right set by the access right setting means 13 to the initial state, Operation and work can continue. Even if the detected operating status item 32 is different, the operation to be performed is the same as described above except that the shared folder to which the access right is set and the analysis means 14 to be activated are different.

(Overall operation)
Next, the overall operation of the first embodiment will be described. The remote maintenance device 1 according to the first embodiment of the present invention, that is, the remote maintenance device that includes the analyzing means 14 and is connected to the same LAN as the maintenance object computer 2 and is accessible from the maintenance terminal 4 via the Internet 3 When analyzing the cause of an error that has occurred in the maintenance object computer 2, 1 accumulates the failure information data received from the maintenance object computer 2 (FIG. 3: steps S101 to S102), and the maintenance object data is stored in the accumulated failure information data. It is determined whether or not the contents indicating that an error has occurred in the computer 2 (FIG. 4: steps S201 to 204), and the analysis means is activated based on the determination result to analyze the failure information data in more detail ( FIG. 4: Steps S207 to 208), and the analysis result is transmitted to the maintenance terminal 4 (FIG. 4: Step S209).

  Here, the process of receiving the failure information data includes the process of storing the failure information data in the shared folders 11a to 11e for each type (FIG. 3: step S102), and includes the steps S201 to S204 in FIG. Based on the determination result, the access means of the shared folders 11a to 11e is set so that the analysis means 14 can access the failure information data (FIG. 4: step S206), and then the analysis means is activated (FIG. 4: step). S207 to 208).

  Here, each of the above-described operation steps may be programmed to be executable by a computer, and may be executed by the remote maintenance device 1 which is a computer that directly executes each of the steps.

  As described above, in the present invention, the following effects can be obtained by performing the above operations. In the remote maintenance system 100 according to the present invention, what is transmitted to the outside via the Internet 3 is only the result of the analysis performed by the analyzing means 14, and the fault file itself is never transmitted to the outside via the Internet 3. Not.

  As a result, the manager in charge monitors the maintenance target computer 2 through the Internet 3 as if it is on the same LAN as the maintenance target computer 2 via the maintenance terminal 4, and analyzes the cause of the error that occurred there. Can solve the problem. Moreover, a failure file containing confidential information is not transmitted outside the company. For this reason, if the user department obtains consent in advance, only the type of information for which the consent has been obtained can be used for this remote maintenance.In other words, the risk of leakage of confidential information from fault information on the user department side. Can be controlled.

  Further, for example, even if there is a tool for searching for a security hole of the maintenance target computer 2 from the failure information file, the failure information file to be searched for the security hole is not directly accessed from the maintenance terminal 4. Therefore, even if the tool is executed on the maintenance terminal 4, the tool cannot access the failure information file, and therefore there is no possibility of finding a security hole.

  The present invention has been described with reference to the specific embodiments shown in the drawings. However, the present invention is not limited to the embodiments shown in the drawings, and any known hitherto provided that the effects of the present invention are achieved. Even if it is a structure, it is employable.

  It can be used for remote maintenance of computers in the company.

It is a schematic structure figure showing the composition of the remote maintenance system concerning a 1st embodiment of the present invention. It is explanatory drawing which shows the data structure of the correspondence table shown in FIG. It is a flowchart which shows the operation | movement that the remote maintenance apparatus shown in FIG. 1 receives a failure information file from a failure information transmission means. 3 is a flowchart showing an operation in which the remote maintenance device shown in FIG. 1 detects the occurrence of a failure in a maintenance object computer and solves the failure.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Remote maintenance apparatus 2 Maintenance object computer 3 Internet 4 Maintenance terminal 11 Failure information storage means 11a-e Shared folder 12 Abnormality detection means 13 Access right setting means 13a Correspondence table 14 Analysis means 14a Event viewer 14b Network log analysis tool 14c Application dump tracer 14d Load status analysis tool 14e Dump analysis tool 15 Control unit 21 Fault information transmission means 31 Status holding flag 32 Operation status item 33 Available fault file 34 Available analysis means 100 Remote maintenance system

Claims (11)

A maintenance target computer, a maintenance terminal not connected to the same LAN as the maintenance target computer, a remote maintenance device connected to the same LAN as the maintenance target computer and accessible from the maintenance terminal via the Internet A remote maintenance system comprising:
The maintenance object computer has failure information transmission means for transmitting failure information data to the remote maintenance device;
The remote maintenance device is
Fault information storage means for storing the fault information data;
An abnormality detecting means for determining whether or not the stored failure information data includes contents indicating that an error has occurred in the maintenance object computer;
A remote maintenance system, comprising: an analysis unit that is activated based on the determination of the abnormality detection unit, analyzes the failure information data in more detail, and transmits the analysis result to the maintenance terminal. The remote maintenance device is
A plurality of shared folders for storing the failure information data for each type;
2. The remote maintenance system according to claim 1, further comprising an access right setting unit that sets an access right of the shared folder so as to be accessible from the analysis unit based on the determination of the abnormality detection unit.   The remote maintenance system according to claim 2, wherein the remote maintenance device has a correspondence table that associates the type of the failure information data with the shared folder and the analysis unit. The failure information data includes periodic failure information transmitted from the maintenance object computer to the remote maintenance device at a predetermined cycle, and irregular failure information transmitted from the maintenance object computer to the remote maintenance device irregularly. Including
If the abnormality detection means does not write the periodic failure information at a predetermined time, an amount of logs exceeding a predetermined amount is written in the periodic failure information and a specific character string is included in the failure information data If the irregular failure information is written and the specific character string is included in the failure information data, it is determined that an error has occurred in the maintenance target computer if any one of the above is true. The remote maintenance system according to claim 2, wherein: The shared folder is a network shared folder;
3. The maintenance target computer includes a log writing function, and the log writing function functions as the failure information transmitting unit by setting the writing destination of the log writing function as the network shared folder. Remote maintenance system as described in.   6. The method according to claim 1, wherein the analysis means includes at least one of an event viewer, a network log analysis tool, an application dump tracer, a load condition analysis tool, and a dump analysis tool. The remote maintenance system according to claim 1.   The remote maintenance system according to any one of claims 1 to 5, wherein the failure information data includes at least one of an event log, a network log, an application dump, and a full dump. . A remote maintenance device connected to the same LAN as the maintenance target computer and accessible from the maintenance terminal via the Internet,
Fault information storage means for receiving and storing fault information data from the maintenance object computer;
An abnormality detecting means for determining whether or not the stored failure information data includes contents indicating that an error has occurred in the maintenance object computer;
A remote maintenance apparatus, comprising: an analysis unit that is activated based on the determination of the abnormality detection unit, analyzes the failure information data in more detail, and transmits the analysis result to the maintenance terminal. An analysis means for analyzing failure information data of a maintenance target computer is connected to the same LAN as the maintenance target computer, and a remote maintenance device accessible from the maintenance terminal via the Internet has occurred in the maintenance target computer A remote maintenance method for analyzing the cause of an error,
Accumulating the failure information data received from the maintenance object computer,
Determining whether the accumulated failure information data includes content indicating that an error has occurred in the maintenance object computer;
Based on the determination result, the analysis means is activated to analyze the failure information data in more detail,
A remote maintenance method, wherein the result of analysis by the analysis means is transmitted to the maintenance terminal. The process of receiving the failure information data includes a process of storing the failure information data in a shared folder for each type,
10. The remote according to claim 9, wherein, based on the determination result, the analysis unit is activated after setting the access right of the shared folder so that the analysis unit can access the failure information data. Maintenance method. An analysis means for analyzing failure information data of a maintenance target computer, connected to the same LAN as the maintenance target computer, and a computer that controls a remote maintenance device accessible from the maintenance terminal via the Internet,
A procedure for storing failure information data received from the maintenance object computer;
A procedure for determining whether or not the stored failure information data includes content indicating that an error has occurred in the maintenance object computer;
Starting the analysis means based on the determination result and analyzing the failure information data in more detail;
A remote maintenance program for executing a procedure for transmitting the result of the further detailed analysis to the maintenance terminal.

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