JP2017136780A - Image forming apparatus and method of controlling the same, support system for image forming apparatus and method of controlling the same, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an image forming apparatus enabling an information processing apparatus to acquire a print job including a driver property.SOLUTION: In an image forming apparatus, a print job data transfer request receiving unit receives a print job data transfer request from a support terminal, and a print job data acquisition processing unit acquires print job data (including a driver property) stored in a print server in response to the received print job data transfer request. The print job data transmission unit transmits the print job data acquired from the print server to the support terminal serving as a request source.SELECTED DRAWING: Figure 11

Description

  The present invention relates to a maintenance service technology for an image forming apparatus.

  Conventionally, in an image forming apparatus, when an event such as a mismatch between settings and deliverables occurs, a maintenance service by voice or moving image communication or remote operation is performed. In Patent Document 1, a support center communicates with an image forming apparatus when a failure occurs in the image forming apparatus or according to a request from a user unfamiliar with how to use the image forming apparatus. Accordingly, the user on the image forming apparatus side can receive support from the support staff at the support center.

JP 2005-208974 A

  However, with the conventional technology, it is difficult for the support staff to directly check the driver properties on the printer driver screen operated by the user at the support center. Driver properties set by a printer driver or the like are not stored as they are in the image forming apparatus that has performed printing, but are converted into an internal processing format and stored. For this reason, it is difficult to accurately reproduce the printer driver screen information operated by the user from the information of the image forming apparatus that can be directly operated by support personnel. Usually, the user needs troublesome work such as having the user make a printer driver screen into a file and sending it separately to the support center by e-mail or fax.

  An object of the present invention is to enable an information processing apparatus to acquire a print job including a driver property from an image forming apparatus.

  To achieve the above object, the present invention provides an image forming apparatus, printing means for executing printing based on data obtained by converting a print job including a driver property into a format that can be processed by the image forming apparatus, and information A receiving unit that receives a job transfer request from a processing device; an acquiring unit that acquires a print job corresponding to the job transfer request received by the receiving unit and that includes a driver property; and Transmitting means for transmitting the print job to the information processing apparatus.

  According to the present invention, the information processing apparatus can acquire a print job including a driver property from the image forming apparatus.

1 is a diagram illustrating an overall configuration of a support system for an image forming apparatus. It is a block diagram which shows the hardware constitutions of a support system. FIG. 2 is a block diagram showing software module configurations of an image forming apparatus (FIG. (A)), a print server (FIG. (B)), and a support terminal (FIG. (C)). It is a flowchart of a maintenance first process. It is a figure which shows the example of a remote maintenance service screen. 6 is a diagram illustrating an example of a print job data acquisition screen. FIG. FIG. 6 is a diagram illustrating a conversion process of print job data. 6 is a diagram illustrating an example of a printer driver setting screen. FIG. It is a figure which shows the specific example of data of a driver property (FIG. (A)) and image / document data (FIG. (B)). It is a figure which shows the example of a driver property (figure (a)) and a printer control command (figure (b)). 10 is a flowchart of print job transfer request reception processing. 6 is a flowchart of print server processing. 6 is a flowchart of print job reception processing. FIG. 10 illustrates an example of a print job data transmission screen. It is a flowchart of a maintenance 2nd process. FIG. 3 is a diagram (FIG. (A)) showing an overall configuration of a support system, and a part (FIG. (B)) of a flowchart of print job transfer request reception processing.

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

(First embodiment)
FIG. 1 is a diagram showing an overall configuration of a support system for an image forming apparatus according to a first embodiment of the present invention. This support system is a remote maintenance system in which a support terminal 102 as an information processing apparatus supports an image forming apparatus 100 to be maintained via a network. Specifically, in remote maintenance, the support center uses the support terminal 102 and the image forming apparatus 100 receives maintenance. The support terminal 102 has a remote maintenance function using voice, video communication, remote operation, or the like, and the support terminal 102 and the image forming apparatus 100 operate as a communication partner during remote maintenance. Both the image forming apparatus 100 and the support terminal 102 have a communication function as an HTTP client node. The image forming apparatus 100 is a printer having a printing function, and is, for example, an MFP (Multi Function Peripheral). Hereinafter, the image forming apparatus 100 may be abbreviated as a printer.

  The image forming apparatus 100 and the support terminal 102 are connected to the Internet 106 via a router 108 and a router 109, respectively. An HTTP relay server 103 is connected to the Internet 106. The image forming apparatus 100 and the support terminal 102 do not know each other's address. Both of the client nodes perform data communication between them by executing POST / GET via a URI (Uniform Resource Identifier) provided from the HTTP relay server 103. Client nodes can communicate with each other through a network using a private address, or even if they are blocked by a firewall such as a router. In the present embodiment, the image forming apparatus 100 and the support terminal 102 operate as HTTP client nodes.

  A print server 101 and a client PC 107 are connected to a private address to which the image forming apparatus 100 belongs. The client PC 107 inputs print job data to the print server 101 by a job input function such as a printer driver. The print server 101 as a job input device analyzes the input print job data and generates a print image. The print server 101 inputs a print image image to the image forming apparatus 100 to execute printing and obtain a printed matter. The image forming apparatus 100 is directly connected to the print server 101 via a dedicated I / F unit. However, the print server 101 has a NAT (Network Address Translation) function. With the NAT function, the image forming apparatus 100 can access a node connected on a private address or communicate with the HTTP relay server 103 connected to the Internet 106. A print server 105 is locally connected to the support terminal 102, and an image forming apparatus 104 is connected to the print server 105. The configurations of the print server 105 and the image forming apparatus 104 are the same as those of the print server 101 and the image forming apparatus 100.

  FIG. 2 is a block diagram illustrating a hardware configuration of the support system. The image forming apparatus 100 includes a printer controller 200. In the printer controller 200, the CPU 201 generally controls access to various devices connected to the system bus 206 based on a control program stored in the ROM 202 or the hard disk (HDD) 204. The ROM 202 stores a control program that can be executed by the CPU 201. The RAM 203 mainly functions as a main memory, a work area, and the like of the CPU 201, and is configured such that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). A hard disk (HDD) 204 stores a boot program, various applications, font data, user files, edit files, and the like. In addition to the HDD 204, an SD card or flash memory may be used as an external storage device. A scanner I / F 208 controls image input from the scanner 213. A printer I / F 207 controls image output to a printing apparatus 212 serving as a printing unit. The operation unit I / F 209 controls display control of the display unit 216 included in the operation unit 214 and input of various setting information set by the input unit 215. The control system I / F 205 receives information necessary for image formation from the print server 101. The image data system I / F 211 receives image data to be transmitted to the printing apparatus 212 from the print server 101. The image forming apparatus 100 communicates with the Internet 106 through the print server 101. At this time, transmission / reception of data communicating with the Internet 106 is performed by the control system I / F 205. Here, the hardware configuration of the image forming apparatus 100 has been described, but the image forming apparatus 104 existing in the local network to which the support terminal 102 belongs also has the same hardware configuration.

  In the print server 101, the print server controller 220 performs processing necessary for executing print processing in the print server 101, such as analysis of input print job data and development processing to image data. The CPU 221 generally controls access to various devices connected to the system bus 226 based on a control program stored in the ROM 222 or the hard disk (HDD) 224. The ROM 222 stores a control program that can be executed by the CPU 221. The RAM 223 mainly functions as a main memory, a work area, and the like of the CPU 221 and is configured so that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). A hard disk (HDD) 224 stores a boot program, various applications, font data, user files, edit files, and the like. In this embodiment, the HDD 224 is used. However, in addition to the HDD 224, an SD card, a flash memory, or the like may be used as an external storage device.

  The control system I / F 225 transmits information necessary for image formation to the image forming apparatus 100. The control system I / F 225 also uses a print job data file described later for transmission / reception with the image forming apparatus 100. The image data system I / F 227 transmits the image data output from the printing apparatus 212 to the image forming apparatus 100. The network I / F 228 performs data communication with the Internet 106 via a network cable. As described above, the print server 101 relays communication between the image forming apparatus 100 and the Internet 106. At this time, data communication with the image forming apparatus 100 is performed by the control system I / F 225, and data communication with the Internet 106 is performed by the network I / F 228. The print server 101 behaves like a network bridge.

  In the support terminal 102, the CPU 241 generally controls access to various devices connected to the system bus 245 based on a control program stored in the ROM 242 or the hard disk (HDD) 244. The ROM 242 stores a control program that can be executed by the CPU 241. The RAM 243 mainly functions as a main memory and a work area of the CPU 241 and is configured so that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). A hard disk (HDD) 244 stores a boot program, various applications, font data, user files, edit files, and the like. In addition to the HDD 244, an SD card or a flash memory may be used as an external storage device. The network I / F 246 performs data communication with the Internet 106 via a network cable. A keyboard I / F 247 controls key input from a keyboard 251 or a pointing device (not shown). The display I / F 248 controls display on the display 252. The image input I / F 249 controls image input from an image input device 253 such as a camera. As described above, the support terminal 102 performs communication with the image forming apparatus 100 through the print server 101, but data communication is controlled by the network I / F 246.

  FIG. 3A is a block diagram illustrating a software module configuration of the image forming apparatus 100. These software module groups are realized by a program stored in the HDD 204 being read into the RAM 203 and executed by the CPU 201. The UI control unit 301 performs display control of the display unit 216 through the operation unit I / F 209 and accepts input processing performed using the input unit 215. The executed print history management unit 302 records a history of print processing executed by the image forming apparatus 100. The remote maintenance communication control unit 303 performs network communication processing for realizing remote maintenance with the support terminal 102. For the network communication processing, the control system I / F 205 of the image forming apparatus 100 and the network I / F 228 of the print server controller 220 are used. A print job data transfer request receiving unit 304 (accepting unit) receives a print job data transfer request from the support terminal 102. The print job data acquisition processing unit 305 (acquisition unit) acquires print job data (including driver properties) stored in the print server 101 in response to the received print job data transfer request. The print job data transmission unit 306 (transmission unit) transmits the print job data acquired from the print server 101 to the support terminal 102 that is the request source. The print job data capture request receiving unit 307 receives a print job data capture request from the support terminal 102. The print job receiving unit 308 receives print job data from the support terminal 102. The print job import request unit 309 requests the print server 101 to import the print job data received from the support terminal 102 into the print server 101.

  FIG. 3B is a block diagram illustrating a software module configuration of the print server 101. These software module groups are realized by reading a program stored in the HDD 224 into the RAM 223 and executing it by the CPU 221. The UI control unit 311 controls display on a display (not shown) of the print server 101 and input from an input device such as a keyboard. The print job data receiving unit 312 receives print job data sent from the client PC 107 or the image forming apparatus 100. The print job processing unit 313 analyzes the print job data received by the print job data reception unit 312 and converts the print job data to generate a control command and an image. The print job processing unit 313 causes the image forming apparatus 100 to perform a printing operation using the generated control command and image. The print job data management unit 314 stores the received print job data in the HDD 224, creates an index so that reprinting and data extraction can be performed, and manages the print job data. As a result, a print job data list is created. The print job data transfer request receiving unit 315 receives the print job data transfer request transmitted from the image forming apparatus 100. The print job data transmission unit 316 transmits the print job data managed by the print job data management unit 314 to the image forming apparatus 100. The network relay unit 317 relays the network data received from the control system I / F 205 so that the image forming apparatus 100 can access the Internet 106.

  FIG. 3C is a block diagram illustrating a software module configuration of the support terminal 102. These software module groups are realized by a program stored in the HDD 244 being read into the RAM 243 and executed by the CPU 241. The UI control unit 325 accepts input processing of the keyboard 251 through the keyboard I / F 247 and displays information on the display 252 through the display I / F 248. The print job data transfer request transmission unit 321 requests the image forming apparatus 100 under remote maintenance to transfer the print job data used when the image forming apparatus 100 executes printing to the support terminal 102. . The print job data receiving unit 322 receives print job data transferred from the image forming apparatus 100. The print job data input unit 323 sends the received print job data to the image forming apparatus 104 connected to the internal network of the support terminal 102. The remote maintenance communication control unit 324 performs communication control for executing remote maintenance with the image forming apparatus 100 via the Internet 106 and the HTTP relay server 103.

  Hereinafter, remote maintenance processing of the image forming apparatus 100 by the support terminal 102 will be described. FIG. 4 is a flowchart of the first maintenance process. Note that the program of the support terminal 102 related to this flowchart is stored in the HDD 244, read into the RAM 243, and executed by the CPU 241.

  First, the support terminal 102 waits for a remote maintenance start request from a support person using an input device such as the keyboard 251 (step S401). The start request here is a request for the image forming apparatus 100 under maintenance to transfer the print job data. When there is a remote maintenance request, the remote maintenance communication control unit 324 of the support terminal 102 starts communication with the known HTTP relay server 103 on the Internet 106 (step S402). Regarding the URL address of the HTTP relay server 103, both the support terminal 102 and the image forming apparatus 100 know the address value. The support terminal 102 and the image forming apparatus 100 are connected to an internal network and cannot directly know each other's IP address. However, each apparatus can communicate by relaying the HTTP relay server 103.

  Subsequently, in step S403, the remote maintenance communication control unit 324 starts remote maintenance communication with the image forming apparatus 100 that is the maintenance target. In order to realize remote maintenance, a virtual conference room (not shown) on the HTTP relay server 103 is used. A virtual conference room is identified by a unique conference room number. A support person who uses the support terminal 102 and a user who uses the image forming apparatus 100 to be maintained use a telephone or the like in advance to determine a conference room number to be used for maintenance. The remote maintenance communication control unit 324 establishes remote maintenance communication with the image forming apparatus 100 by designating the conference room number.

  When the remote maintenance communication is established, the remote maintenance service screen 500 shown in FIG. 5 is displayed on the display 252 of the support terminal 102. The conference room number 501 being used is displayed at the top of the screen. A maintenance target device display field 502 displays a specific printer name of the image forming apparatus 100 under maintenance. In the maintenance target device operation screen column 503, it is possible to check and operate the content being displayed on the display unit 216 of the image forming apparatus 100. In the remote maintenance service list 504, available services for remote maintenance are displayed as buttons. Support personnel can perform desired maintenance functions by pressing these buttons. When a print job acquisition button 506 from the printer is pressed, a print job data acquisition screen 601 shown in FIG. 6 is displayed based on the information of the executed print history management unit 302 of the image forming apparatus 100.

  Subsequently, the support staff selects a print job to be acquired from the image forming apparatus 100 under maintenance from the print execution history list 602 displayed on the print job data acquisition screen 601 (FIG. 6). When it is detected that the job acquisition button 603 in FIG. 6 has been pressed, the print job data transfer request transmission unit 321 requests the image forming apparatus 100 to transfer the print job data including the driver property ( Step S404). The print job data transfer request transmission unit 321 waits until all the print job data transmitted from the image forming apparatus 100 in response to the request is received (step S405). This print job data has been transmitted in step S1107 of FIG. When all the print job data is received, the print job data transfer request transmission unit 321 inputs the received print job data to the print server 105 (or the image forming apparatus 104) connected to the local network (step S1). S406). Thereby, the same environment as the image forming apparatus 100 under maintenance can be reproduced. Thereafter, the process of FIG. 4 ends.

  In the support terminal 102, the support staff analyzes the problem of the print job data, and generates post-measurement print job data reflecting an appropriate editing process such as driver property rewriting. The countermeasured print job data is then transmitted to the image forming apparatus 100 under maintenance in step S1506 in FIG.

  Here, the relationship between the print job data input from the client PC 107 and the printer control commands and image data stored in the image forming apparatus 100 will be described with reference to FIGS. FIG. 7 is a diagram illustrating print job data conversion processing performed between the client PC 107 and the image forming apparatus 100 via the print server 101.

  In the client PC 107, a print job is generated in accordance with a user instruction. This print job file includes a driver property 111 and image / document data 112. The driver property 111 is designated by the user operating the client PC 107 using the printer driver setting screen 801 shown in FIG. The image / document data 112 is generated by an application that calls the driver. Specifically, the image / document data 112 is stored as a document file such as PDF.

  9A and 9B show specific data examples of the driver property 111 and the image / document data 112. FIG. In this example, data for drawing a line by PostScript is shown. In the driver property 111, a user edits a necessary part to a desired value at the time of printing, but a frequently used driver property can be stored as a preset. FIG. 9A shows an example in which the driver property 111 is saved as data. Here, various setting values are recorded as XML-format JDF.

  The print server 101 receives the generated print job (driver property 111 and image / document data 112) from the client PC 107. Based on these, the print server 101 generates a printer control command 113 that can be processed by the image forming apparatus 100 and image data 114 corresponding to the result output as a printed matter (FIG. 7). At this time, the print job data including the driver property 111 is stored in the print job data management unit 314 of the print server 101 as a print job data list. At this time, if the driver property 111 and the printer control command 113 correspond one-to-one, the support staff can grasp the contents set by the user on the printer driver setting screen 801. However, there are cases where the driver property 111 and the printer control command 113 do not correspond one-to-one for various reasons. FIGS. 10A and 10B illustrate the driver property 111 and the printer control command 113, and will be described by comparing them.

  As shown in FIGS. 10A and 10B, there are items similar to both, but not all of the printer control commands 113 are used in the driver property 111. For example, for the image writing position, the item is in both the printer control command 113 and the driver property 111. However, the value of the driver property 111 is not used as it is for the printer control command 113, and the value of the printer control command 113 may not be used by processing the margin of the image data. The printer driver often has a common design for a plurality of printers, and one reason is that a printer control command of a specific manufacturer is not used. In addition, the same value may not be used for both enlargement / reduction and copy number designation. Therefore, in the present embodiment, print job data is acquired from the print server 101 even though the image forming apparatus 100 can be directly operated from the support terminal 102 by the remote maintenance function. This is because, in order for the support terminal 102 to grasp how the user has made settings with the printer driver and how the image data has been processed, the data from which printing was performed is required. .

  FIG. 11 is a flowchart of print job transfer request reception processing in the image forming apparatus 100. In this process, the image forming apparatus 100 accepts a print job data transfer request from the support terminal 102, and correspondingly acquires print job data including driver properties from the print server 101 and transmits it to the support terminal 102. . The program of the image forming apparatus 100 relating to this flowchart is stored in the HDD 204, read out to the RAM 203, and executed by the CPU 201.

  First, the image forming apparatus 100 waits for a support request from the operator of the image forming apparatus 100 (step S1101). When there is a support request, the remote maintenance communication control unit 303 of the image forming apparatus 100 starts communication with the HTTP relay server 103 as described for the support terminal 102 in step S402 (step S1102). Subsequently, in step S1103, the remote maintenance communication control unit 303 establishes remote maintenance communication with the support terminal 102. The processing for realizing this remote maintenance is the same as that described for the support terminal 102 in step S403.

  In step S1104, the image forming apparatus 100 determines whether the print job data transfer request receiving unit 304 has received a print job transfer request from the support terminal 102, and repeats the determination until a print job transfer request is received. . This print job transfer request is requested in step S404 of FIG. Upon receiving the print job transfer request, the image forming apparatus 100 advances the process to step S1105. In step S1105, the image forming apparatus 100 sends stored print job data corresponding to the transfer request (including driver properties) to the print server 101 directly connected thereto. Ask to transfer. In response to this request, the print job data acquisition processing unit 305 receives the print job data transferred from the print server 101 (step S1106). This print job data is returned in step S1204 of FIG. As a result, print job data including driver properties used by the print server 101 when the image forming apparatus 100 performs printing is acquired. Next, the print job data transmission unit 306 transmits the print job data acquired by reception to the support terminal 102 that is the request source (step S1107). Thereafter, the process of FIG. 11 ends.

  FIG. 12 is a flowchart of print server processing in the print server 101. The program of the print server 101 relating to this flowchart is stored in the HDD 224, read out to the RAM 223, and executed by the CPU 221.

  First, the print job data transfer request receiving unit 315 determines whether a print job data transfer request is received from the image forming apparatus 100 (step S1201). This print job data transfer request is requested in step S1105 of FIG. If a print job data transfer request has not been received, the process transitions to a print job return process after step S1202, while if a print job data transfer request has been received, the process transitions to a synchronous process after step S1206.

  In step S1202, the print job data management unit 314 searches print job data corresponding to the transfer request from a print job data list storing print job data that has been previously printed, and the corresponding print job. Retrieve the data file. As described above, when printing is executed by the image forming apparatus 100, print job data including driver properties operated by the user is stored in the print job data management unit 314. Next, the print job processing unit 313 converts the print job data file into a package file by adding information necessary for enabling printing again to the extracted print job data file (step S1203). Then, the print job data transmission unit 316 returns the print job data file in the form of a package file to the image forming apparatus 100 that is the transfer request issuing source through the control system I / F 225 (step S1204). Next, the print server 101 waits until all the return of the package file to the image forming apparatus 100 is completed (step S1205). When all the responses are completed, the process of FIG.

  In this way, the image forming apparatus 100 obtains, from the print server 101 that is a job input apparatus, a print job data file that causes the user-owned image forming apparatus 100 to be maintained to execute printing. Then, it is transmitted to the print server 101. Through the processing in FIG. 4 described above, it is possible to cause the support image forming apparatus 104 connected to the support terminal 102 via the local network to perform printing in the same environment as the image forming apparatus 100. By obtaining all information used in the environment of the user of the image forming apparatus 100 by the support staff, it is possible to appropriately take measures against the problem that has occurred.

  Accordingly, the environment related to printing executed by the image forming apparatus 100 to be maintained is reproduced on the local network to which the support terminal 102 belongs, including driver properties. However, after the problem is solved by the support personnel, it is necessary to reproduce the printing environment including the driver property on the local network to which the support terminal 102 belongs on the local network to which the image forming apparatus 100 belongs. Therefore, in the present embodiment, FIGS. 13 to 16 are added to a method of synchronizing the print job data file used on the local network to which the support terminal 102 belongs to the local network to which the image forming apparatus 100 to be maintained belongs. I will explain. This synchronization is realized by the processing from step S1206 onward in FIG. 15, FIG. 13, and FIG. In summary, in step S1506 in FIG. 15, the print job data after the countermeasure is transmitted from the support terminal 102 to the image forming apparatus 100, which is received in step S1302 in FIG. In step S1305 in FIG. 13, the corrected print job data is transmitted from the image forming apparatus 100 to the print server 101, and is received in step S1207 in FIG.

  In step S <b> 1206 of FIG. 12, the print job data receiving unit 312 of the print server 101 determines whether there is a print job data fetch request from the image forming apparatus 100. This request is requested in step S1304 in FIG. As a result of the determination, if there is no print job data fetch request, the process returns to step S1201. On the other hand, if there is a print job data import request, the print job data receiving unit 312 starts receiving print job data from the image forming apparatus 100 (step S1207). This print job data is packaged print job data after countermeasures, and is transmitted in step S1305 of FIG. The print job data management unit 314 waits until reception of all print job data (packages) is completed (step S1208), and when the reception is completed, the process proceeds to step S1209. In step S1209, the print job data management unit 314 adds the print job data received this time to the printable job list stored in the HDD 224 (step S1209). At that time, the print job data management unit 314 decompresses the print job data package and inputs it to the print job processing unit 313. As a result, print job data reflecting the countermeasure is obtained. The print job data before the countermeasure may be replaced with the print job data after the countermeasure. Thereafter, the process of FIG. 12 ends.

  Next, a print job reception process in the image forming apparatus 100 that is a target of remote maintenance will be described with reference to FIG. FIG. 13 is a flowchart of print job reception processing. The program of the image forming apparatus 100 relating to this flowchart is stored in the HDD 204, read out to the RAM 203, and executed by the CPU 201. The process of FIG. 13 is executed in parallel with the process of FIG.

  First, the print job data fetch request receiving unit 307 waits for a request to fetch print job data from the support terminal 102 (step S1301). This print job data take-in request is made prior to the transmission of post-measurement print job data in step S1506 of FIG. When a print job data import request is received, the print job receiving unit 308 starts receiving the corrected print job data from the support terminal 102 (step S1302), and all the print job data is received. (Step S1303). The countermeasured print job data received here is the one transmitted in step S1506 of FIG.

  When all the countermeasured print job data is received, the print job import request unit 309 requests the print server 101 to import the received countermeasure print job data into the print server 101 (step S1304). . Next, the print job data transmission unit 306 starts transmission of the corrected print job data to the print server 101 (step S1305). The image forming apparatus 100 waits until transmission of the corrected print job data is completed, and when the transmission is completed, the processing in FIG. 13 ends.

  The processing for synchronization in the support terminal 102 will be described with reference to FIGS. FIG. 14 is a diagram illustrating an example of a print job data transmission screen displayed on the support terminal 102. FIG. 15 is a flowchart of the second maintenance process. The program of the support terminal 102 related to this flowchart is stored in the HDD 244, read into the RAM 243, and executed by the CPU 241. The process of FIG. 15 is executed in parallel with the process of FIG.

  First, in step S1501 in FIG. 15, the support terminal 102 waits for a remote maintenance start request from a support person (step S401). The start request here is for transmitting the corrected print job data to the image forming apparatus 100 under maintenance. In steps S1502 and S1503, processing similar to that in steps S402 and S403 in FIG. 4 is executed.

  When the remote maintenance communication is established, the remote maintenance service screen 500 shown in FIG. 5 is displayed on the display 252 of the support terminal 102. When a print job transmission button 505 to the printer is pressed, a print job data transmission screen 1401 shown in FIG. 14 is displayed. The support staff selects a print job to be transmitted to the image forming apparatus 100 under maintenance from the print execution history list 602 of the image forming apparatus 104. When the job transmission button 1403 is pressed, in step S1504, the print job data transfer request transmission unit 321 transfers the print job data to the image forming apparatus 104 that is a printer connected to the local network. To request. In response, since the corrected print job data is transferred from the image forming apparatus 104, in step S1505, the print job data transfer request transmission unit 321 waits until reception of the print job data is completed. When reception of the print job data is completed, it is necessary to input the print job data to the image forming apparatus 100 that is under remote maintenance. Therefore, the print job data transfer request transmission unit 321 transmits a capture request to the image forming apparatus 100 and transmits print job data (step S1506). Thereafter, the process of FIG. 5 ends.

  In this way, the same environment as the state in which the support staff has solved the problem of the driver property can be reproduced on the local network to which the image forming apparatus 100 under remote maintenance belongs, and the solution is reliably and appropriately transmitted. Is possible.

  According to the present embodiment, the image forming apparatus 100 acquires a print job corresponding to a job transfer request received from the support terminal 102 and including a driver property from the print server 101, and transmits the print job to the support terminal 102. To do. As a result, the information processing apparatus (support terminal 102) can acquire a print job including driver properties from the image forming apparatus 100 to be maintained. The support terminal 102 can refer to the driver property in the acquired print job by inputting the acquired print job to a locally connected apparatus (the image forming apparatus 104 or the print server 105). Therefore, it is possible to accurately reproduce a print job submitted to the customer's image forming apparatus at the support center. In particular, the driver property of the driver screen operated by the user to start printing can be accurately displayed at the support center. In addition, the support terminal 102 returns a corrected print job in which the countermeasure is reflected in the acquired print job to the image forming apparatus 100, and the image forming apparatus 100 executes printing based on the corrected print job. The problem is solved.

(Second Embodiment)
In the first embodiment, print job data including driver properties is stored in the print job data management unit 314 of the print server 101. The image forming apparatus 100 may acquire the print job data corresponding to the print execution history by inquiring of the print server 101 as necessary. On the other hand, depending on the system configuration, there may be no print server. Even in that case, if the following method is employed, print job data including driver properties can be acquired.

  FIG. 16A is a diagram illustrating an overall configuration of a support system according to the second embodiment. This system is different from the first embodiment (FIG. 1) in that the print servers 101 and 105 are eliminated. In the present embodiment, the acquisition destination of the print job data including the driver property is different from that of the first embodiment, and the image forming apparatus 100 acquires the print job data from the client PC 107.

  As shown in FIG. 16A, driver properties 111 and image / document data 112 for causing the image forming apparatus 100 to execute printing are stored in the print job data database 110 of the client PC 107. That is, the print job input to the image forming apparatus 100 is stored in the printer driver unit. When print job data is requested from the support terminal 102, the image forming apparatus 100 makes an inquiry to the client PC 107 instead of the print server. Then, the image forming apparatus 100 acquires the driver property 111 and the image / document data 112 stored in the client PC 107 as print job data, and transfers them to the support terminal 102.

  According to the present embodiment, the same effect as that of the first embodiment can be achieved with respect to enabling the support terminal 102 to acquire a print job including a driver property from the image forming apparatus 100.

  By the way, in the first and second embodiments, when the print job data is transmitted from the image forming apparatus 100 that is the object of remote maintenance to the support terminal 102, the data is not particularly processed. It was. However, there are cases where it is not desired to show the image to be printed to the support staff even if it is a maintenance target. If support in a range not related to the image is intended, it is possible to support the image / document data 112 in the print job data without viewing the image by processing the image / document data 112 portion.

  FIG. 16B is a part of a flowchart of print job transfer request reception processing in the image forming apparatus 100. In FIG. 16B, illustration of steps S1101 to S1105 in FIG. 11 is omitted. This process is different from the flowchart of FIG. 11 only in that step S1601 is inserted between step S1106 and step S1107, and the difference will be described. In step S1601, when transmitting the print job data transferred from the print server 101, the print job data acquisition processing unit 305 processes an image portion in the print job data. That is, the print job is processed and transmitted so that at least a part of the image information in the acquired print job is not properly displayed on the support terminal 102.

  Specifically, the print result differs from the current image, for example, by deleting a data portion that generates an image such as a PDL drawing command or image data, or by adding a fill drawing command to the data portion that generates the image. Make things. In the image / document data 112 shown in FIG. 9B, commands for drawing a line are listed, but if this is deleted, drawing is not performed. Conversely, the original drawing can be erased by adding an arbitrary fill command. As a result, it is possible to prevent unnecessary print images from being released while enabling remote maintenance. This process can be applied to both the first and second embodiments.

  In the second embodiment, the driver property 111 and the image / document data 112 are recorded in the client PC 107 and stored in the print job data database 110. However, a configuration in which the image forming apparatus 100 itself is the acquisition destination of print job data including driver properties is also conceivable. For example, the printer driver may transmit driver settings (driver properties 111 and image / document data 112) to the image forming apparatus 100 as reference information. Then, the image forming apparatus 100 stores the driver settings together with the internal job data. The image forming apparatus 100 has a recording area corresponding to the print job data database 110, and when a transfer request from the support terminal 102 is received, print job data including a driver property is acquired from the recording area. May be.

(Other examples)
The present invention supplies a program that realizes one or more functions of the above-described embodiments to a system or apparatus via a network or a storage medium, and one or more processors in a computer of the system or apparatus read and execute the program This process can be realized. It can also be realized by a circuit (for example, ASIC) that realizes one or more functions.

  Although the present invention has been described in detail based on preferred embodiments thereof, the present invention is not limited to these specific embodiments, and various forms within the scope of the present invention are also included in the present invention. included. A part of the above-described embodiments may be appropriately combined.

DESCRIPTION OF SYMBOLS 100 Image forming apparatus 101 Print server 102 Support terminal 212 Printing apparatus 304 Print job data transfer request receiving part 305 Print job data acquisition process part 306 Print job data transmission part

Claims (15)

An image forming apparatus,
Printing means for executing printing based on data obtained by converting a print job including driver properties into a format that can be processed by the image forming apparatus;
Accepting means for accepting a job transfer request from the information processing apparatus;
Obtaining means for obtaining a print job corresponding to the job transfer request accepted by the accepting means and including a driver property;
An image forming apparatus comprising: a transmission unit configured to transmit the print job acquired by the acquisition unit to the information processing apparatus.   The image forming apparatus according to claim 1, wherein the acquisition unit acquires a print job including the driver property from a job input apparatus that causes the image forming apparatus to execute printing based on a print job.   The acquisition unit acquires a print job including the driver property from a client device that generates a print job including a driver property and causes the image forming apparatus to execute printing based on the generated print job. The image forming apparatus according to claim 1.   The acquisition unit processes the acquired print job so that at least a part of the image information in the acquired print job is not properly displayed on the information processing apparatus, and the transmission unit is processed by the acquisition unit. The image forming apparatus according to claim 1, wherein a subsequent print job is transmitted to the information processing apparatus.   5. The corrected print job returned from the information processing apparatus in response to the acquired print job being transmitted to the information processing apparatus by the transmission unit is received. The image forming apparatus according to any one of the above. An image forming apparatus support system configured by connecting an image forming apparatus and an information processing apparatus via a network,
The image forming apparatus includes:
Printing means for executing printing based on data obtained by converting a print job including driver properties into a format that can be processed by the image forming apparatus;
Receiving means for receiving a job transfer request from the information processing apparatus;
Obtaining means for obtaining a print job corresponding to the job transfer request accepted by the accepting means and including a driver property;
Transmission means for transmitting the print job acquired by the acquisition means to the information processing apparatus,
The information processing apparatus includes:
Requesting means for sending a job transfer request to the image forming apparatus;
A receiving unit that receives a print job including a driver property returned from the image forming apparatus in response to the job transfer request sent by the requesting unit.   The information processing apparatus refers to a driver property in the acquired print job by inputting the print job acquired by the acquisition unit to an apparatus locally connected to the information processing apparatus. Item 7. A support system for an image forming apparatus according to Item 6.   8. The image forming apparatus according to claim 6, wherein the information processing apparatus returns a corrected print job in which the countermeasure is reflected in the print job acquired by the acquiring unit to the image forming apparatus. Support system.   The acquisition unit of the image forming apparatus acquires a print job including the driver property from a job input apparatus that causes the image forming apparatus to execute printing based on a print job. A support system for an image forming apparatus according to claim 1.   The acquisition unit of the image forming apparatus acquires a print job including the driver property from a client apparatus that generates a print job including a driver property and causes the image forming apparatus to execute printing based on the generated print job. 9. The support system for an image forming apparatus according to claim 6, wherein the support system is an image forming apparatus.   The acquisition unit processes the acquired print job so that at least a part of the image information in the acquired print job is not properly displayed on the information processing apparatus, and the transmission unit is processed by the acquisition unit. 11. The support system for an image forming apparatus according to claim 6, wherein a subsequent print job is transmitted to the information processing apparatus.   The image forming apparatus receives a corrected print job returned from the information processing apparatus in response to the acquired print job being transmitted to the information processing apparatus by the transmission unit. The support system for an image forming apparatus according to any one of claims 6 to 11. An image forming apparatus control method comprising:
A printing step for executing printing based on data obtained by converting a print job including driver properties into a format that can be processed by the image forming apparatus;
An accepting step for accepting a job transfer request from the information processing apparatus;
An acquisition step of acquiring a print job corresponding to the job transfer request received by the reception step and including a driver property;
And a transmission step of transmitting the print job acquired in the acquisition step to the information processing apparatus. A control method of a support system for an image forming apparatus configured by connecting an image forming apparatus and an information processing apparatus via a network,
In the image forming apparatus, a printing step for executing printing based on data obtained by converting a print job including a driver property into a format that can be processed by the image forming apparatus;
In the information processing apparatus, a request step of sending a job transfer request to the image forming apparatus;
Receiving a job transfer request from the information processing apparatus in the image forming apparatus;
In the image forming apparatus, an acquisition step of acquiring a print job corresponding to the job transfer request received in the reception step and including a driver property;
In the image forming apparatus, a transmission step of transmitting the print job acquired in the acquisition step to the information processing apparatus;
The information processing apparatus includes a receiving step of receiving a print job including the driver property returned from the image forming apparatus in response to the job transfer request sent in the requesting step. A control method for a support system of an image forming apparatus.   A program causing a computer to execute the control method of the image forming apparatus according to claim 13.

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