JP2010186452A - Maintenance management system, database server, maintenance management program and maintenance management method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the failure of peripheral equipment by automatically selecting appropriate software corresponding to the failure condition of the peripheral equipment. <P>SOLUTION: The peripheral equipment 1 gathers the states of respective parts to generate a log when a failure is detected during processing execution, transmits the log to the DB server 4, and inquires the presence/absence of software capable of solving the failure. The DB server 4 refers to a database having the version information of the software and failure modification information indicating the failure modified in the version in relation corresponding to the inquiry, specifies the presence/absence of the software capable of solving the failure and the version of the software when there is the software capable of solving the failure, and specifies relating software to be updated together with the software further. The peripheral equipment 1 obtains the software and the relating software and updates the software. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a maintenance management system, a database server, a maintenance management program, and a maintenance management method.

  Conventionally, when a malfunction occurs in software built in peripheral devices such as a printer, the user notifies the software manufacturer or support center of the malfunction status by telephone or the like, and a service person visits or remotely updates the firmware. For this reason, it takes a long time for the peripheral device to be down.

  As a countermeasure against such a failure, a system has been proposed in which the content of a failure is coded when the failure occurs, the error code is transmitted to the server, and the content of the countermeasure corresponding to the error code is specified at the server (for example, Patent Document 1). reference). In addition, a system that updates the firmware of a peripheral device when an abnormality occurs in the peripheral device has been proposed (see, for example, Patent Document 2).

JP 2005-202597 A JP-A-10-269107

  However, in the above-described system, peripheral devices such as printers may frequently or variously disclose firmware. In such a case, appropriate firmware corresponding to the failure status of the peripheral device may be available. Even if the peripheral device is not automatically selected and the firmware in the peripheral device is updated, the problem may not be resolved.

  Furthermore, when updating the firmware, the problem may not be resolved unless other software (a program for controlling the operation panel, a device driver or a utility in the host device, etc.) is also updated.

  The present invention has been made in view of the above problems, a maintenance management system for automatically selecting appropriate software according to a failure status of an electronic device or a host device and solving the failure, a database server, An object is to obtain a maintenance management program and a maintenance management method.

  In order to solve the above problems, the present invention is configured as follows.

  A maintenance management system according to the present invention includes an electronic device and a database server. The electronic device collects the state of each unit and generates a log when a malfunction is detected during the process execution, and a DB that sends the log to the database server and inquires about the presence or absence of software capable of solving the malfunction Inquiry means, update processing means for acquiring software that can solve the defect and related software that should be updated together with the software from the database server, and updating the software in the electronic device with the software. In addition, the database server includes a first database having software version information and defect repair information indicating a defect modified by the version in association with each other, and software and identification information of related software to be updated together with the software. A storage means for storing the second database associated therewith, a log from the electronic device and the presence / absence of software capable of solving the failure by referring to the first database based on an inquiry about the presence / absence of software capable of solving the failure; and If there is software that can solve the problem, specify the version of that software, and refer to the second database to identify the related software associated with the software that can solve the problem, and solve the problem Software And a query response means for transmitting information and information related software associated with the software in response.

  Accordingly, appropriate software corresponding to the failure status of the electronic device is automatically selected, and software such as the electronic device is updated with the software, so that the failure of the electronic device can be resolved without relying on a service person. As a result, the time during which the electronic device is down can be shortened.

  The maintenance management system according to the present invention includes an electronic device, a database server, and a data processing device that can use the electronic device. The electronic device collects the status of each part and generates a log when a failure is detected during processing execution, and obtains software that can solve the failure from the database server. First update processing means for updating the internal software. In addition, the data processing device is generated by a higher-level application processing unit capable of executing data processing and using an electronic device based on at least one higher-level software of an application program, a device driver program, and a utility program, and a log generation unit Log synthesis means for merging information of the upper application processing section into the log, DB inquiry means for sending a log obtained by merging the information of the upper application processing section to the database server, and inquiring whether there is software capable of solving the problem, And a second update processing means for acquiring from the database server related software that should be updated together with software that can solve the above problem, and updating the upper software with the related software. Then, the database server has the first database having the software version information and the defect repair information indicating the defect repaired by the version in association with each other, and the software and the identification information of the related software to be updated together with the software. Based on the storage means for storing the associated second database, the log and the inquiry about the presence or absence of software that can solve the problem, the presence or absence of software that can solve the problem and the problem can be solved by referring to the first database If there is a new software, the version of the software is identified, and the second software is referred to, the related software associated with the software capable of solving the problem is identified, and the software information that can solve the problem and And a query response means for transmitting to the electronic device or data processing device information related software associated with the software in response.

  As a result, appropriate software corresponding to the failure status of the electronic device is automatically selected, and the software such as the electronic device is updated with the software, so that the failure of the electronic device can be resolved without relying on a serviceman. As a result, the time during which the electronic device is down can be shortened. Further, since appropriate software can be further narrowed down based on information such as the application program being used, and more appropriate software is selected, defects can be resolved more appropriately.

  The maintenance management system according to the present invention includes an electronic device, a database server, and a data processing device that can use the electronic device. The electronic device includes first update processing means for acquiring software capable of solving the problem of the data processing device from the database server and updating the software in the electronic device with the software. In addition, the data processing apparatus includes a log generation unit that collects a state of each unit and generates a log when a failure is detected during the process execution, and at least one upper software of the application program, the device driver program, and the utility program The upper application processing unit that can use the electronic device based on the data processing, the log synthesis unit that merges the information of the upper application processing unit into the log generated by the log generation unit, and the information of the upper application processing unit DB inquiry means for sending the recorded log to the database server and inquiring about the existence of software capable of solving the problem, and the related software that should be updated together with the software capable of solving the problem are acquired from the database server and the related software is obtained. In and a second update processing means for updating the host software. Then, the database server has the first database having the software version information and the defect repair information indicating the defect repaired by the version in association with each other, and the software and the identification information of the related software to be updated together with the software. Based on the storage means for storing the associated second database, the log and the inquiry about the presence or absence of software that can solve the problem, the presence or absence of software that can solve the problem and the problem can be solved by referring to the first database If there is a new software, the version of the software is identified, and the second software is referred to, the related software associated with the software capable of solving the problem is identified, and the software information that can solve the problem and And a query response means for transmitting to the electronic device or data processing device information related software associated with the software in response.

  The maintenance management system according to the present invention may be as follows in addition to any of the above maintenance management systems. In this case, the electronic device includes a software processing unit that performs processing according to built-in software. Then, the log generation means includes a part or all of the type of software processing unit, version information, information for specifying a failure occurrence module in the software processing unit, and an error type in the log.

  As a result, it is possible to identify the module in which the failure has occurred, and it becomes easy to select appropriate firmware according to the failure state.

  The maintenance management system according to the present invention may be as follows in addition to any of the above maintenance management systems. In this case, the log synthesizing unit merges a part or all of the program name, the program version information, the program setting state, and the OS information as the information of the upper application processing unit.

  As a result, the use environment at the time of occurrence of the malfunction can be specified, and it becomes easy to select an appropriate firmware according to the malfunction situation.

  The maintenance management system according to the present invention may be as follows in addition to any of the above maintenance management systems. In this case, the update processing means and the first and second update processing means acquire software capable of solving the problem from the database server after a predetermined operation is performed by the user who is notified of the response of the inquiry response means. .

  Thus, it is possible for the user to clearly recognize that the software has been updated, and to prevent the user from contacting a support center or the like even though the problem has been resolved.

  The database server according to the present invention includes a first database having software version information of electronic equipment and defect repair information indicating a defect modified by the version in association with each other, and related software to be updated together with the software and the software. Based on the storage means for storing the second database associated with the identification information, the log indicating the internal state of the electronic device at the time of the malfunction and the inquiry about the presence or absence of software capable of solving the malfunction, the first database is referred to If there is software that can solve the problem and software that can solve the problem, the software version is identified, and the second database is referenced to associate the software with the software that can solve the problem. Related software Identified, and a query response means for transmitting a reply information related software associated with solvable software information and the software defect.

  As a result, appropriate software corresponding to the failure status of the electronic device is automatically selected, and the software of the electronic device is updated with the software, so that the failure of the electronic device can be resolved without relying on a serviceman. As a result, the time during which the electronic device is down can be shortened.

  A maintenance management program according to the present invention includes: (a) a higher-level application processing unit capable of executing data processing and using an electronic device based on at least one higher-level software of an application program, a device driver program, and a utility program; (b) Log synthesis means for merging the information of the upper application processing unit into the log generated by the electronic device at the time of the occurrence of the defect, (c) transmitting the merged log of the information of the upper application processing unit to the database server, DB inquiry means for inquiring about presence / absence of software that can solve the problem, and (d) related software that should be updated together with software that can solve the problem of the electronic device is acquired from the database server, Causing the computer to function as an update processing unit that updates the wear.

  Accordingly, appropriate software corresponding to the failure status of the electronic device is automatically selected, and the software of the electronic device is updated with the software, so that the failure of the electronic device can be resolved without relying on a serviceman. As a result, the time during which the electronic device is down can be shortened. In addition, since appropriate software can be further narrowed down based on the application program being used and more appropriate software is selected, defects can be resolved more appropriately.

  A maintenance management method according to the present invention includes a step of collecting a state of each part of an electronic device or a data processing device and generating a log when a malfunction is detected during the execution of the processing of the electronic device or the data processing device; Based on the steps to send to the server and inquire about the existence of software that can solve the problem, the log from the electronic device or data processing device and the inquiry about the existence of software that can solve the problem Identifying the presence or absence of software capable of resolving a defect and, if there is software capable of resolving the defect, referring to the first database having associated with the defect repair information indicating the defect The software and the software and A step of identifying the related software associated with the software capable of resolving the defect by referring to the second database associated with the identification information of the related software to be updated, and the software capable of resolving the defect The step of updating the software in the electronic device or the data processing device with the software obtained from the database server, and the related software that should be updated together with the software capable of solving the malfunction from the database server, and the electronic device or the Updating software in the data processing apparatus.

  As a result, appropriate software is automatically selected according to the failure status of the electronic device or data processing device, and software such as the electronic device is updated with the software, thereby eliminating the failure of the electronic device without relying on a service person. Can do. As a result, the time during which the electronic device is down can be shortened.

  According to the present invention, it is possible to automatically select appropriate software corresponding to a failure status from a plurality of software and to solve the failure.

It is a block diagram which shows the structure of the maintenance management system which concerns on Embodiment 1 of this invention. It is a figure which shows an example of the firmware information currently recorded on the firmware database. 3 is a flowchart for explaining processing in the system according to the first embodiment. It is a block diagram which shows the structure of the maintenance management system which concerns on Embodiment 2 of this invention. 10 is a flowchart for explaining processing in the system according to the second embodiment. It is a block diagram which shows the structure of the maintenance management system which concerns on Embodiment 3 of this invention. It is a block diagram which shows the structure of the maintenance management system which concerns on Embodiment 4 of this invention.

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

Embodiment 1 FIG.
FIG. 1 is a block diagram showing a configuration of a maintenance management system according to Embodiment 1 of the present invention. In FIG. 1, a peripheral device 1 is an electronic device that receives data from a data processing device such as a personal computer and executes predetermined processing on the data. Examples of the peripheral device 1 include a printing device such as a printer or a multifunction peripheral, a storage device that stores data, and a communication device that performs data communication.

  In the peripheral device 1, the communication unit 11 is a processing unit that performs data communication with other devices. The recording medium 12 is a rewritable nonvolatile memory storing the firmware 12a, or a magnetic or optical rewritable medium. The firmware 12a is a program for controlling hardware in the peripheral device 1. The software processing unit 13 is a processing unit that performs data processing that can be executed in the peripheral device 1. The software processing unit 13 is realized by executing a program describing processing by a microprocessor or the like. The software processing unit 13 includes a processing execution module 13a, a log generation module 13b, a DB inquiry module 13c, and an update processing module 13d.

  The process execution module 13a is a processing unit that implements the functions of the peripheral device 1. For example, when the peripheral device 1 is a printer, the process execution module 13a executes data processing and control necessary for printing.

  In addition, the log generation module 13b is a processing unit that collects the state of each unit and generates a log when a failure is detected during the execution of the process by the process execution module 13a. At that time, the log generation module 13b includes, in the log, the type (name and the like) of the software processing unit 13, the version information of the software processing unit 13, information for identifying the fault occurrence module in the software processing unit 13, and the fault occurrence module. Include part or all of the version information and the type information of the error that occurred. As a result, it is possible to identify a module in which a failure has occurred, and it becomes easy to select appropriate firmware (that is, software) according to the failure state. The log generation module 13b functions as a log generation unit.

  The DB inquiry module 13c is a processing unit that sends the log generated by the log generation module 13b to the database server 4 and inquires about the presence or absence of firmware that can solve the problem. The DB inquiry module 13c functions as DB inquiry means.

  The update processing module 13d acquires firmware that can solve the problem and software to be updated together with the firmware from the database server 4, updates the firmware 12a in the peripheral device 1 with the firmware, and uses the software. The processing unit updates the firmware 12a in the peripheral device 1. The update processing module 13d functions as a first update processing unit.

  A personal computer (hereinafter referred to as a PC) 2 is a data processing device that can use the peripheral device 1. In the PC 2, an operating system (OS), application programs, and the like are executed by a hardware configuration (not shown) such as a CPU (Central Processing Unit), a ROM (Read Only Memory), and a RAM (Random Access Memory). Realized. The communication unit 21 is a processing unit that performs data communication with other devices. The upper application processing unit 22 is a processing unit realized by executing a device driver program, a utility program, an application program (for example, an Office application or a CAD application), and supplies data to the peripheral device 1. The processing unit 13a activates (starts operation) the processing execution module 13a of the peripheral device 1 and executes predetermined processing.

  The LAN 3 is a local computer network laid in, for example, a company. A peripheral device 1 and a PC 2 are connected to the LAN 3. Devices connected to the LAN 3 can perform data communication with each other via the LAN 3.

  A database server (hereinafter referred to as a DB server) 4 is a server that accepts inquiries regarding defects in the peripheral device 1. The DB server 4 is realized by executing a server program by a built-in computer.

  In the DB server 4, the storage device 41 is a storage unit such as a hard disk drive, a disk array, or a semiconductor memory, and stores a firmware database and a relevance database. The firmware database is a database having firmware version information and defect repair information indicating defects repaired by the version in association with each other. FIG. 2 is a diagram showing an example of software information recorded in the database in the storage device 41 in FIG.

  FIG. 2A is a diagram illustrating an example of software information recorded in the firmware database. In the firmware database, software type, version information, and defect repair information are stored in association with each other. The defect repair information is information on defects that have been repaired in the version. One or more versions and defect repair information of each version are associated with one software type. In the example of FIG. 2A, the firmware “prnzzz” has a plurality of downloadable versions (version 1.5A and version 1.5B). Version 1.5A is firmware in which problems related to OTF (Open Type Font) and PS (Post Script) in the Office application have been modified, and version 1.5B is PCL (when expressing vectors in CAD applications) Firmware that has a bug related to Printer Control Language.

  FIG. 2B is a diagram illustrating an example of software information recorded in the relevance database. In the relevance database, software types and related software types are stored in association with each other. The related software type indicates the type of related software that should be updated simultaneously when software of a certain software type is updated. In the example of FIG. 2B, software “viewer” and software “PCdriver” are registered as the related software type of the firmware “prnzzz”. Here, “viewer” is an application program used in the peripheral device 1 and is a program for controlling the operation panel of the peripheral device 1. “PCdriver” is a device driver used in the PC 2. In addition, a program for realizing the processing execution module 13a can be related software.

  The communication unit 42 is a processing unit that performs data communication with other devices.

  The inquiry response module 43 is realized by executing a server program (not shown), receives an inquiry with a log of the peripheral device 1 at the time of occurrence of a failure via the communication unit 42, and in response to the inquiry, With reference to the firmware database in the storage device 41, if there is firmware that can solve the problem, and if there is firmware that can solve the problem, the version of the firmware is specified, and the firmware that can solve the problem is identified. A processing unit that transmits information as a response. The inquiry response module 43 functions as inquiry response means.

  In addition, when there is firmware that can solve the problem, the inquiry response module 43 refers to the relevance database in the storage device 41, identifies related software associated with the firmware, and can solve the problem. Related software information and related software information are sent as a response.

  The download management module 44 is realized by executing a server program (not shown), and is a firmware or related software file designated by a download request from the peripheral device 1 or the PC 2 received via the communication unit 42. Is a processing unit that reads out from a recording medium (not shown) and sends it to the transmission source of the download request.

  The communication device 5 is a network device such as a router connected to the LAN 3 and is a device capable of data communication with the DB server 4 via the communication path 6. As the communication path 6, a subscriber line, an optical line, the Internet, a dedicated line, or the like is used.

  Next, the operation of each device in the system will be described. FIG. 3 is a flowchart for explaining processing in the system according to the first embodiment.

  First, the host application processing unit 22 of the PC 2 inputs data to the peripheral device 1 via the LAN 3 (step S1). For example, when the peripheral device 1 is a printer, the upper application processing unit 22 transmits print data to the peripheral device 1. In the peripheral device 1, the process execution module 13 a receives the data via the communication unit 11.

  Then, the process execution module 13a of the peripheral device 1 starts executing a predetermined process based on the received data (step S2). For example, when the peripheral device 1 is a printer, image processing is performed on the received data, and a series of processes is started in which printing is performed by controlling the printing mechanism based on the processed data. A mechanism such as a printing mechanism operates based on the firmware 12a.

  After the start of the process, the process execution module 13a monitors the occurrence of a malfunction (step S3), and when a malfunction is detected, the log generation module 13b generates a log indicating the internal state when the malfunction occurs (step S4). ).

  When the log is generated, the DB inquiry module 13c accesses the DB server 4 via the communication unit 11, the LAN 3, the communication device 5, and the communication path 6, and transmits an inquiry including the log to the DB server 4 ( Step S5).

  In the DB server 4, the inquiry response module 43 receives the inquiry via the communication unit 42, extracts a log from the inquiry, and identifies a malfunction of the peripheral device 1 based on the log. Then, the inquiry response module 43 searches the firmware type and defect repair information in the firmware database in the storage device 41, and determines whether there is a firmware version in which the defect reported in the log has been repaired ( Step S6).

  When the inquiry response module 43 determines that there is a firmware version in which the defect reported in the log is corrected, the inquiry response module 43 refers to the association database in the storage device 41 and identifies the associated software associated with the firmware. (Step S7).

  Then, the inquiry response module 43 transmits the determination result in step S6 and the identification information of the related software in step S7 to the DB inquiry module 13c of the peripheral device 1 as a response. Based on the determination result, when there is a firmware version in which the malfunction reported in the log is corrected, the update processing module 13d notifies that firmware and related software for solving the malfunction exist. A display and a display for prompting the user to input whether firmware and related software can be updated are displayed on the display unit (not shown), and the system waits until a user input operation on the operation unit (not shown) is detected. If an operation that permits updating of the firmware and related software is detected, the update processing module 13d transmits a software update request specifying the firmware version and related software to the DB server 4 (step S8).

  In the DB server 4, the download management module 44 receives the request via the communication unit 42, reads the designated firmware and related software, and supplies them to the update processing module 13d. Upon receiving the firmware and related software, the update processing module 13d overwrites and updates the firmware 12a and related software (for example, a program for realizing the processing execution module 13a) of the recording medium 12 with the received firmware and related software. (Step S9).

  Note that if no failure occurs in step S3, the processing corresponding to the occurrence of the failure is not particularly performed. In step S6, if there is no firmware version in which the problem reported in the log is corrected based on the determination result, the update processing module 13d notifies that there is no firmware for solving the problem. The display to be performed is performed for the user and the process is terminated.

  As described above, according to the first embodiment, in the peripheral device 1, the log generation module 13b collects the state of each unit and generates a log when a failure is detected during processing execution. Further, the DB inquiry module 13c sends the log to the DB server 4 and inquires about the presence or absence of firmware that can solve the problem. Further, the update processing module 13d acquires firmware and related software that can solve the problem from the DB server 4, and updates the firmware 12a and software in the peripheral device 1 with the firmware and related software. Further, in the DB server 4, the inquiry response module 43 refers to the firmware database in the storage device 41 based on the log at the time of the failure and the inquiry about the presence or absence of firmware that can solve the failure, and whether or not there is firmware that can solve the failure. If there is firmware that can solve the problem, the version of the firmware is specified, and the related database in the storage device 41 is referred to, the related software to be updated together with the firmware is specified, and the problem is solved. Send possible firmware information and related software information as a response.

  As a result, appropriate firmware and related software according to the failure status of the peripheral device 1 are automatically selected, and the firmware 12a and related software of the peripheral device 1 are updated together with the firmware and related software, without depending on the serviceman. Thus, the malfunction of the peripheral device 1 can be solved. As a result, the time during which the peripheral device 1 is down can be shortened.

  In the first embodiment, the update processing module 13d acquires firmware that can solve the problem from the DB server 4 after a predetermined operation is performed by the user who is notified of the response of the inquiry response module 43. Thereby, it is possible for the user to clearly recognize that the firmware has been updated, and to prevent the user from contacting the support center even though the problem has been resolved.

Embodiment 2. FIG.
In the maintenance management system according to the second embodiment of the present invention, information such as an application program in the PC is added to the log of the peripheral device 1 when inquiring about a problem.

  FIG. 4 is a block diagram showing the configuration of the maintenance management system according to Embodiment 2 of the present invention. In FIG. 4, PC 51 is the same device as PC 2 of the first embodiment. The PC 51 reads out a maintenance management program stored in a recording medium (not shown) such as a hard disk drive or an optical recording medium, and executes it with a processor such as a CPU, thereby realizing various processing units. In the PC 51, a log synthesis module 61 and a DB inquiry module 62 are realized in addition to the communication unit 21 and the upper application processing unit 22 based on the maintenance management program.

  The log synthesis module 61 is a processing unit that acquires the log generated by the log generation module 13b from the peripheral device 1 and merges the information of the upper application processing unit 22 into the log. At that time, the log synthesis module 61 operates (a) name, (b) version information and (c) setting state, and (d) program as information of the upper application processing unit 22 for each program. Part or all of the OS information is added to the log of the peripheral device 1. As a result, the use environment at the time of occurrence of the malfunction can be specified, and it becomes easy to select an appropriate firmware according to the malfunction situation. The log synthesis module 61 functions as a log synthesis unit.

  The DB query module 62 is a processing unit similar to the DB query module 13c of the first embodiment, and sends a query including a log after the application program information is merged by the log synthesis module 61 to the DB server 4. A processing unit for transmission. The DB inquiry module 62 functions as DB inquiry means.

  Other components of each device in the second embodiment are the same as those in the first embodiment. In the second embodiment, the inquiry response module 43 transmits a response indicating the presence or absence of firmware related to the inquiry to the DB inquiry module 13 c of the peripheral device 1.

  Next, the operation of each device in the system will be described. FIG. 5 is a flowchart for explaining processing in the system according to the second embodiment.

  In the second embodiment, after a failure occurs in the peripheral device 1 and the log generation module 13b generates a log, the log synthesis module 61 of the PC 51 acquires the generated log from the peripheral device 1 and adds the log to the log. Information of the application processing unit 22 is merged (step S21). Then, the DB inquiry module 62 of the PC 51 makes an inquiry to the DB server 4 (step S22). The inquiry includes a log obtained by merging information of the upper application processing unit 22.

  On the other hand, the DB inquiry module 13c of the peripheral device 1 does not make an inquiry to the DB server 4 after the log generation module 13b generates a log, and waits until a response from the DB server 4 is received.

  When the DB inquiry module 13c of the peripheral device 1 receives a response to the inquiry from the DB server 4, the software processing unit 13 executes the same processing as in the first embodiment.

  Other processes in the second embodiment are the same as those in the first embodiment, and thus the description thereof is omitted.

  As described above, according to the second embodiment, the PC 51 merges the information of the upper application processing unit 22 into the log generated by the log generation module 13b and the information of the upper application processing unit 22. And a DB inquiry module 62 for inquiring whether there is firmware that can solve the problem by transmitting the merged log to the DB server 4. As a result, it is possible to further narrow down the appropriate firmware based on the information such as the application program used in the PC 51, and more appropriate firmware is selected.

Embodiment 3 FIG.
In the maintenance management system according to the third embodiment of the present invention, when the above-mentioned related software includes software used by the PC 2, the PC 2 acquires the related software and stores the related software in the PC 2. The software being updated is updated.

  FIG. 6 is a block diagram showing the configuration of the maintenance management system according to Embodiment 3 of the present invention. In FIG. 6, the update processing module 71 of the PC 2 stores related software (for example, a program for realizing the host application processing unit 22) to be updated together with the firmware of the peripheral device 1 that can solve the malfunction of the peripheral device 1. 4 is a processing unit that updates the software in the PC 2 with the related software. The update processing module 13d functions as an update processing unit and a second update processing unit.

  The other components in FIG. 6 are the same as those in the first embodiment, and a description thereof is omitted. However, the DB inquiry module 13c operates as follows.

  In the third embodiment, when the DB inquiry module 13c of the peripheral device 1 receives the determination result in step S6 and the identification information of the related software in step S7 as a response, the related software is based on the identification information of the related software. Whether or not the software used by the PC 2 is included. When software used in the PC 2 is included, the DB inquiry module 13c notifies the PC 2 of identification information of related software used in the PC 2.

  The update processing module 71 of the PC 2 transmits an update request for related software notified by the DB inquiry module 13 c to the DB server 4. In the DB server 4, the download management module 44 receives the request via the communication unit 42, reads the designated related software, and supplies it to the update processing module 71. When receiving the related software, the update processing module 71 overwrites and updates the software in the PC 2 with the received related software.

  As described above, according to the third embodiment, when the firmware is updated in order to eliminate the malfunction of the peripheral device 1, the software related to the firmware is also updated in the PC 2.

  The configuration of the third embodiment is obtained by adding the update processing module 71 to the configuration of the first embodiment. However, the configuration in which the update processing module 71 is added to the PC 51 in the configuration of the second embodiment is also possible. It is.

Embodiment 4 FIG.
In the maintenance management system according to the fourth embodiment of the present invention, when a problem occurs in the PC 2 while using the peripheral device 1, software used in the peripheral device 1 (including firmware) that can solve the problem. And the software is acquired from the DB server 4, and the software in the peripheral device 1 is updated with the acquired software.

  FIG. 7 is a block diagram showing a configuration of a maintenance management system according to Embodiment 4 of the present invention. In FIG. 7, the log generation module 81 is a processing unit that collects the state of each unit and generates a log when a problem is detected during the execution of the process of the upper application processing unit 22. The log generation module 81 functions as a log generation unit.

  The DB inquiry module 82 is a processing unit that transmits the log generated by the log generation module 81 to the database server 4 and inquires about the presence or absence of firmware of the peripheral device 1 that can solve the problem. This DB inquiry module 81 functions as DB inquiry means.

  The update processing module 83 obtains the related software from the database server 4 when there is related software used in the PC 2 that should be updated together with firmware that can solve the problem. It is a processing unit for updating the software. The update processing module 83 functions as an update processing unit and a second update processing unit.

  Note that the other components in FIG. 7 are the same as those in the first embodiment, and a description thereof will be omitted.

  In the fourth embodiment, the log generation module 81 collects the status of each unit and generates a log when a malfunction is detected during the execution of the process of the upper application processing unit 22. Then, the DB inquiry module 82 transmits the log to the database server 4 and inquires about the presence or absence of firmware of the peripheral device 1 that can solve the problem.

  The inquiry response module 43 of the DB server 4 refers to the firmware database, and searches for firmware that can solve the problem from the type of the higher-level application processing unit 22, the function that has been executed, and the failure event, based on the log. Then, it is determined whether there is a firmware version that can solve the problem. At this time, the defect repair information in the firmware database is searched by the defect event, and the firmware associated with the defect repair information including the defect event is found.

  Only when it is determined that there is a version of firmware that can solve the problem, the inquiry response module 43 refers to the relationship database in the storage device 41 and identifies related software associated with the firmware.

  Then, the inquiry response module 43 transmits the determination result as to whether there is a firmware version that can solve the problem and the identification information of the identified related software to the DB inquiry module 82 as a response. If there is a firmware version that can solve the problem based on the determination result, the DB inquiry module 82 notifies the peripheral device 1 of the firmware version. Then, the update processing module 13d of the peripheral device 1 designates the version of the firmware, acquires the firmware from the DB server 4, and updates the firmware 12a with the acquired firmware. At this time, if there is related software used in the peripheral device 1 related to the firmware, the DB inquiry module 82 also notifies the peripheral device 1 of the related software. Then, the peripheral device 1 acquires the related software from the DB server 4 and updates the software in the peripheral device 1 with the acquired related software.

  If there is related software used in the PC 2 related to the firmware, the update processing module 83 obtains the related software from the database server 4 and uses the related software to download the software in the PC 2. Update.

  As described above, according to the fourth embodiment, the firmware of the peripheral device 1 is updated in order to eliminate the problem of the PC 2. At that time, software related to the firmware is also updated in the peripheral device 1 and / or the PC 2.

  In the configuration of the fourth embodiment, the modules 81 to 83 are added to the configuration of the first embodiment. However, in the configuration of the second embodiment, the modules 81 to 83 are replaced with the PC 51 instead of the module 62. Additional configurations are possible. In that case, the log synthesis module 61 merges the information of the upper application processing unit 22 into the log generated by the log generation module 81. Then, the DB inquiry module 82 makes an inquiry including a log in which information of the upper application processing unit 22 is merged.

  Each embodiment described above is a preferred example of the present invention, but the present invention is not limited to these, and various modifications and changes can be made without departing from the scope of the present invention. It is.

  For example, in the second embodiment, the peripheral device 1 receives the response from the inquiry response module 43 and downloads the firmware from the DB server 4. Instead, the DB inquiry module 62 of the PC 51 receives the inquiry response module 43. Alternatively, the firmware may be downloaded from the DB server 4 and installed in the peripheral device 1. Alternatively, the DB inquiry module 62 of the PC 51 receives a response from the inquiry response module 42, notifies the update processing module 13d of the peripheral device 1 of firmware information that can solve the problem, and the update processing module 13d downloads the firmware. You may do it.

  Further, in each of the above embodiments, a plurality of latest firmwares according to the type of failure coexist, but there may be a case where there is one latest firmware and a series of new and old firmwares. . Even in such a case, for example, there is a possibility that an older version of firmware may be selected according to the information (mainly version etc.) of the application program.

  In the first embodiment, the peripheral device 1 of the PC 2 is cited as an example of the electronic device. However, the peripheral device 1 may be an electronic device that does not cooperate with the PC 2.

  In the second embodiment, the log synthesis module 61 is provided separately from the upper application processing unit 22, but the upper application processing unit 22 may incorporate the log synthesis module 61.

  In each of the above embodiments, information specifying the software installation order in the peripheral device 1 is added to the relevance database, and the update processing module 13d sequentially installs the firmware and related software according to the order. You may make it do.

  The present invention is applicable, for example, to maintenance management of printers and multifunction peripherals.

1 Peripheral devices (an example of electronic devices)
2 PC (an example of a data processing device)
4 Database server 12a Firmware (example of software)
13 Software processing unit 13b Log generation module (an example of log generation means)
13c DB inquiry module (an example of DB inquiry means)
13d Update processing module (an example of first update processing means)
22 upper application processing unit 43 inquiry response module (an example of inquiry response means)
51 Personal computer (an example of a data processing device)
61 Log synthesis module (an example of log synthesis means)
62 DB inquiry module (an example of DB inquiry means)
71, 83 Update processing module (an example of update processing means, an example of second update processing means)
81 Log generation module (an example of log generation means)
82 DB inquiry module (an example of DB inquiry means)

Claims (10)

In a maintenance management system that inquires of a database server about defects in electronic equipment,
The electronic device is
Log generation means for collecting the status of each part and generating a log when a failure is detected during processing execution;
DB inquiry means for sending the log to the database server and inquiring whether there is software capable of solving the problem;
Update processing means for obtaining software that can solve the problem and related software that should be updated together with the software from the database server, and updating the software in the electronic device with the software;
The database server is
A first database having associated software version information and defect repair information indicating defects repaired by the version; and a second database having associated software software and related software identification information to be updated together with the software. Storage means for storing a database;
Based on the log from the electronic device and an inquiry about the presence / absence of software capable of solving the defect, the presence / absence of software capable of solving the defect and software capable of solving the defect are referred to the first database. In some cases, the version of the software is specified, and the second database is referred to, the related software associated with the software capable of solving the problem is specified, and the software capable of solving the problem is identified. Inquiry response means for transmitting information and information of the related software associated with the software as a response;
Maintenance management system characterized by In a maintenance management system that inquires of a database server about defects in electronic equipment,
A data processing device capable of using the electronic device;
The electronic device is
Log generation means for collecting the status of each part and generating a log when a failure is detected during processing execution;
First update processing means for obtaining software capable of solving the problem from the database server and updating the software in the electronic device with the software;
The data processing device includes:
An upper application processing unit that executes data processing based on at least one upper software of an application program, a device driver program, and a utility program, and can use the electronic device;
Log synthesis means for merging information of the higher-order application processing unit into the log generated by the log generation means;
DB inquiry means for sending the log merged with the information of the upper application processing unit to the database server and inquiring about the presence or absence of software capable of solving the problem,
Second update processing means for acquiring related software that should be updated together with software capable of solving the problem of the electronic device from the database server, and updating the upper software with the related software,
The database server is
A first database having associated software version information and defect repair information indicating defects repaired by the version, and a first database having the software and identification information of the related software to be updated together with the software; Storage means for storing two databases;
Based on the log and the inquiry about the presence / absence of software capable of solving the problem, referring to the first database, if there is software capable of solving the problem and software capable of solving the problem, A software version is specified, and the related software associated with the software capable of solving the problem is specified with reference to the second database, and information on the software capable of solving the problem and the software Inquiry response means for transmitting information about the related software associated with the electronic device or the data processing device as a response;
Maintenance management system characterized by In a maintenance management system that inquires of a database server about defects in data processing devices that can use electronic devices.
The electronic device includes first update processing means for acquiring software of the electronic device that can solve the problem of the data processing device from the database server and updating the software in the electronic device with the software,
The data processing device includes:
Log generation means for collecting the status of each part and generating a log when a failure is detected during processing execution;
An upper application processing unit that executes data processing based on at least one upper software of an application program, a device driver program, and a utility program, and can use the electronic device;
Log synthesis means for merging information of the higher-order application processing unit into the log generated by the log generation means;
DB inquiry means for sending the log merged with the information of the upper application processing unit to the database server and inquiring about the presence or absence of software capable of solving the problem,
Second update processing means for acquiring related software that should be updated together with software capable of solving the malfunction from the database server and updating the upper software with the related software,
The database server is
A first database having associated software version information and defect repair information indicating defects repaired by the version, and a first database having the software and identification information of the related software to be updated together with the software; Storage means for storing two databases;
Based on the log and the inquiry about the presence / absence of software capable of solving the problem, referring to the first database, if there is software capable of solving the problem and software capable of solving the problem, A software version is specified, and the related software associated with the software capable of solving the problem is specified with reference to the second database, and information on the software capable of solving the problem and the software Inquiry response means for transmitting information about the related software associated with the electronic device or the data processing device as a response;
Maintenance management system characterized by The electronic device includes a software processing unit that performs processing according to the built-in software,
The log generation means includes, in the log, a part or all of a type of the software processing unit, version information, information for identifying a fault occurrence module in the software processing unit, and an error type;
The maintenance management system according to claim 1 or 2, characterized by the above-mentioned.   The log synthesizing unit merges part or all of a program name, version information of the program, a setting state of the program, and OS information as information of the upper application processing unit. The maintenance management system according to 2.   The update processing unit acquires software capable of solving the problem from the database server after a predetermined operation is performed by a user who is notified of a response of the inquiry response unit. Maintenance management system.   The first and second update processing means acquires software capable of solving the problem from the database server after a predetermined operation is performed by a user who is notified of a response of the inquiry response means. The maintenance management system according to claim 2. A first database having associated software version information of the electronic device and defect repair information indicating a defect modified by the version, and the software and identification information of related software to be updated together with the software; Storage means for storing a second database having;
Based on a log indicating the internal state of the electronic device at the time of the occurrence of a failure and an inquiry about the presence or absence of software capable of solving the failure, the presence or absence of software capable of solving the failure by referring to the first database, and the failure If there is software that can solve the problem, the version of the software is specified, and the related software associated with the software that can solve the problem is specified by referring to the second database, and the problem is detected. Inquiry response means for transmitting information on software that can solve the information and information on the related software associated with the software as a response;
A database server comprising: An upper application processing unit capable of executing data processing and using an electronic device based on at least one upper software of an application program, a device driver program, and a utility program;
Log synthesizing means for merging information of the higher-order application processing unit into the log generated by the electronic device at the time of occurrence of a malfunction;
DB inquiring means for transmitting the log into which the information of the higher-order application processing unit is merged to a database server and inquiring whether there is software for the electronic device that can solve the problem, and solving the problem of the electronic device Update processing means for acquiring related software that should be updated together with possible software from the database server and updating the upper software with the related software;
A computer-readable maintenance management program for making a computer function as a computer. In a maintenance management method for inquiring of a database server about a malfunction of an electronic device or a malfunction of a data processing apparatus that can use the electronic device,
Collecting a state of each part of the electronic device or the data processing device and generating a log when a malfunction is detected during the processing of the electronic device or the data processing device; and
Sending the log to the database server and inquiring about the presence or absence of software capable of solving the problem;
Based on the log from the electronic device or the data processing device and an inquiry about the presence / absence of software capable of solving the defect, software version information and defect repair information indicating a defect repaired by the version are associated with each other. Referring to one database, identifying the presence / absence of software capable of resolving the problem, and if there is software capable of resolving the problem, identifying a version of the software;
Identifying the related software associated with the software capable of solving the defect with reference to a second database having the software and identification information of the related software to be updated together with the software;
Obtaining software capable of solving the malfunction from the database server, and updating the software in the electronic device or the data processing device with the software;
Obtaining related software that should be updated together with software capable of solving the problem from the database server, and updating the software in the electronic device or the data processing device with the related software;
A maintenance management method comprising:

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