JP2018022231A - Fault elimination support server device, system, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a device, a system, and a program that can adequately support elimination of a fault even if the fault depends on a user's computer environment.SOLUTION: A terminal 10 periodically obtains installed SW information, operation history information, and user information, and transmits them to an information analysis server 40. The information analysis server 40 analyzes a user's utilization tendency according to a utilization tendency setting table. Upon receiving a survey request from a questioner terminal in which a fault has occurred, the information analysis server 40 extracts user information on a terminal in which a fault has not occurred and which is similar to a terminal environment of the questioner on the basis of utilization tendency analysis results, and provides the questioner terminal with it.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a failure elimination support server device, system, and program.

  Conventionally, when a failure occurs in a computer, a service for solving and supporting the failure is provided via the Internet.

  In Patent Document 1, the technique of analyzing a question sentence as a method for obtaining a more accurate answer to a question is based on the premise of inputting a question sentence, and the accuracy of the answer is reduced when a single or a plurality of keywords are inputted. The problem is that the user (contributor) may not be able to obtain the necessary information, and information obtained by disassembling the user's (poster's) question text at the keyword level and a pre-created pseudo-question text − A technique for automatically extracting an appropriate answer sentence using database information in which a pseudo answer sentence is registered is described.

JP 2008-123054 A

  If the question is a question related to a failure that depends on the user's computer environment, an accurate answer may not be obtained with database information in which a pre-created pseudo question sentence-pseudo answer sentence is registered. Faults that depend on the user's computer environment include, for example, middleware linkage and application setting faults that occur during application development. In these failures, failures such as inability to cooperate or start due to interference with another application installed on the user's computer may occur.

  Therefore, in the case of such a question, it is desirable to extract a person who has a computer environment that matches or is similar to the computer environment of the user (questioner) as a respondent, but this alone solves the problem. Those who are not able to do so are also extracted as respondents, so it is not sufficient to extract an accurate answer sentence.

  An object of the present invention is to provide an apparatus, a system, and a program that can accurately support the resolution of a failure even in the case of a failure that depends on a user's computer environment.

  The invention according to claim 1 is the first receiving means for receiving the installed software information, operation history information, and user information of each terminal from a plurality of terminals, and the software information in which the failure has occurred from the interrogator terminal. The second receiving means for receiving the investigation request including the information, and when the investigation request is received, no failure has occurred based on the installed software information, the operation history information, and the user information received by the first receiving means. And a failure solving support server device including control means for extracting user information of a terminal having an installed software environment similar to the installation software environment of the questioner's terminal and providing the extracted user information to the questioner terminal.

  In the invention according to claim 2, the installed software information includes at least one of a log file, a configuration file, and an execution file, and the operation history information includes at least one of the log file, the configuration file, and the execution file. The failure resolution support server apparatus according to claim 1, wherein the execution timing and the execution file name are included.

  According to a third aspect of the present invention, the control means extracts user information of a terminal in which no failure has occurred based on the number of executions in a predetermined period of at least one of a log file, a configuration file, and an execution file. Item 5. The failure elimination support server device according to Item 2.

  In the invention according to claim 4, the installed software information further includes an error log file, the investigation request further includes an error log file, and the control means includes an error included in the error log file of the investigation request. The terminal user information of the installed software environment similar to the installation software environment of the questioner's terminal is extracted based on the difference between the message and the error message included in the error log file of the installed software information. It is a failure solving support server device described.

  According to the fifth aspect of the present invention, the control means is configured so that the interrogator terminal is configured based on the difference between the installed software type and the configuration file setting value of the interrogator terminal and the installed software type and the configuration file setting value. The failure elimination support server apparatus according to claim 2, wherein user information of a terminal having an installed software environment similar to the installed software environment is extracted.

  According to a sixth aspect of the present invention, in the user information provided to the interrogator terminal, the virtual image file information of the terminal of the user is included. It is.

  The invention according to claim 7 is a survey including first transmission means for periodically collecting installation SW information, operation history information, and user information and transmitting the information to the failure solving support server device, and software information in which the failure has occurred A plurality of terminals having a second transmission means for transmitting a request to the failure resolution support server apparatus; and a first reception means for receiving installation software information, operation history information, and user information of each terminal from the plurality of terminals; The second receiving means for receiving the investigation request including the software information in which the failure has occurred from the interrogator terminal, and the installed software information, the operation history information, and the usage received by the first receiving means when the investigation request is received Based on the user information, the installation software environment is similar to the installation software environment of the questioner's terminal. A disorder eliminated support system and a fault eliminating support server device and a control means for providing youngest in the user information extracted by the questioner terminal.

  The invention according to claim 8 is the step of receiving installation software information, operation history information, and user information of each terminal from a plurality of terminals, and software information in which a failure has occurred from the interrogator terminal. A step of receiving a survey request including the information, and when the survey request is received, no trouble has occurred and the question is based on the installed software information, operation history information, and user information stored in the storage means. A program for extracting user information of a terminal having an installed software environment similar to the installation software environment of the user's terminal and providing the extracted user information to the interrogator terminal.

  According to the first, seventh, and eighth aspects of the present invention, even when a failure that depends on the user's computer environment occurs, it is possible to accurately support the resolution of the failure.

  According to the second aspect of the present invention, it is possible to accurately support the resolution of the failure by using at least one of the log file, the configuration file, and the execution file.

  According to the third aspect of the present invention, it is possible to accurately extract user information of a terminal in which no failure has occurred.

  According to the fourth and fifth aspects of the present invention, it is possible to accurately extract user information of a terminal having an installed software environment similar to the installation software environment of the interrogator's terminal.

  According to the sixth aspect of the present invention, it is possible to accurately support the resolution of the failure by the virtual image file.

It is a system configuration figure of an embodiment. It is a steady process flowchart of the terminal of an embodiment. It is a steady process flowchart of the information analysis server of embodiment. It is a process flowchart at the time of the investigation request | requirement of the terminal of embodiment. It is a process flowchart at the time of the investigation request | requirement of the information analysis server of embodiment. It is explanatory drawing of a usage tendency setting table. It is explanatory drawing of installation SW information. It is explanatory drawing of operation log information. It is explanatory drawing of user information. It is explanatory drawing of the installation SW information table memorize | stored in an information analysis server. It is explanatory drawing of the operation history information table memorize | stored in an information analysis server. It is explanatory drawing of the user information table memorize | stored in an information analysis server. It is explanatory drawing of the usage tendency analysis master table memorize | stored in an information analysis server. It is explanatory drawing of the usage tendency analysis result table memorize | stored in an information analysis server. It is an example screen of a survey request. It is explanatory drawing of the information transmitted to an information analysis server at the time of a survey request. It is explanatory drawing of the usage trend analysis result table memorize | stored in an information analysis server at the time of a survey request. It is explanatory drawing of the successful environment selected. It is explanatory drawing of the similar environment selected. It is a screen example of a survey result. It is explanatory drawing of investigation result information.

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

<System configuration>
FIG. 1 is a system configuration diagram of a failure resolution support system according to the present embodiment. The failure resolution support system includes a terminal 10 and an information analysis server 40. The terminal 10 and the information analysis server 40 are connected so as to be able to transmit and receive data via a communication line such as the Internet.

  The terminal 10 is a computer terminal such as a PC used by a user (including a questioner), and an agent (agent software) 12 is installed therein. The agent 12 includes, as functional modules, a survey request screen display unit 14, an information transmission unit 16, an information reception unit 18, an installation SW (software) information acquisition unit 20, an operation history information acquisition unit 22, a user information acquisition unit 24, and an extraction information. A display unit 26 is provided. The terminal 10 also includes a registry 28 as a database of setting information used in the OS and a mail SW (software) 30.

  The information transmission unit 16 transmits the collected information to the information analysis server 40 via the Internet. The collected information includes software information installed in the terminal 10, operation history information, and user information of the terminal 10.

  The information receiving unit 18 receives the analysis result from the information analysis server 40 via the Internet.

  The installation SW information acquisition unit 20 acquires information about software installed in the terminal 10 from the registry 28. The software information to be acquired includes software name, file path, version, log (Log) file, configuration (hereinafter simply referred to as “config”) (Conf) file, execution (Exe) file, and the like.

  The registry 28 stores basic information related to the OS, application settings, extended information, association of extensions, and the like.

  The operation history information acquisition unit 22 acquires a situation when the terminal 10 is operated, specifically, a software activation history. The operation history information to be acquired includes an operation date, a file path, an operation file name, an Exe file file path, and the like.

  The user information acquisition unit 24 acquires the contact information of the user of the terminal 10, such as a mail address, from the mail SW 30. User information to be acquired is an e-mail address, OS information, or the like.

  The installation SW information, operation history information, and user information are periodically acquired and transmitted from the information transmission unit 16 to the information analysis server 40.

  The survey request screen display unit 14 displays, on the display of the terminal 10, information related to software that the user as the questioner wants to request for a survey when some trouble occurs in his / her terminal 10. On the display, an input field for defining items to be input by the questioner is displayed, and the user who is the questioner inputs necessary information in the predetermined input field. The necessary information includes the name of the software requesting the survey and its version. The input information is transmitted from the information transmission unit 16 to the information analysis server 40.

  The extracted information display unit 26 receives the analysis result received from the information analysis server 40 via the Internet from the information reception unit 18 and displays it on the display of the terminal 10. The extracted information is specifically information about the software for which the survey request has been made, and is the name, e-mail address, etc. of the respondent who is helpful in solving the trouble for the software for which the survey request has been made. The respondent is a person other than the questioner among the users, and has an environment similar to the environment of the terminal 10 of the questioner.

  The terminal 10 includes a CPU, ROM, RAM, HDD, input / output interface, communication interface, input device, and output device as hardware configurations. Each of the modules described above is realized by the CPU executing processing software installed in the HDD. The input device is a keyboard or a touch panel, but is not limited thereto. The output device is a display such as liquid crystal or organic EL, but is not limited thereto.

  On the other hand, the information analysis server 40 functions as a failure elimination support server device, and includes an information reception unit 42, a usage tendency estimation unit 44, a similar environment extraction unit 46, an information provision method selection unit 48, an information transmission unit 50, and an information storage unit 52. , A usage trend analysis unit 54, a similar environment construction unit 56, and a database 58.

  The information receiving unit 42 receives information from the agent 12 of the terminal 10 via the Internet.

  The information storage unit 52 stores information from the agent 12 of the terminal 10 as a table. Further, the usage tendency is analyzed based on the information from the agent 12, and the analysis result is stored. The analysis result is stored for each user.

  The usage trend analysis unit 54 analyzes the usage trend in the terminal 10, that is, the occurrence of a failure, using the information stored in the information storage unit 52 and the usage trend setting table stored in the database 58. The usage trend setting table is a table (table) in which an analysis target and an analysis method when analyzing as a usage trend are determined in advance, and the usage trend is executed according to this table. The analysis target is, for example, a log file or a configuration (conf) file of the installed software, and the analysis method is, for example, the number of times the file is executed or the presence / absence of an error log. Information about the installed software is acquired by the installation SW information acquisition unit 20, and the number of executions and the presence or absence of an error log are acquired by the operation history information acquisition unit 22, transmitted to the information analysis server 40, and sequentially stored in the information storage unit 52. Therefore, the usage trend analysis unit 54 uses these pieces of information to analyze the usage trend for each user according to the usage trend setting table. The analysis result for each user is stored in the information storage unit 52 for each user as described above.

  The similar environment construction unit 56 constructs an environment similar to the terminal 10 in the information analysis server 40 as a virtual image file using the analysis result. This virtual image file is an image file that a questioner accesses in order to resolve his / her own obstacle. The image file itself is known and is data in which the complete contents and structure of the file system are stored in one file.

  The usage trend estimation unit 44 extracts users who have no faults from the usage trend analysis results.

  The similar environment extraction unit 46 extracts the environment of the questioner among the users estimated by the usage tendency estimation unit 44, that is, the environment of the user close to the environment of the terminal 10 that transmitted the survey request. Therefore, the similar environment extraction unit 46 extracts the user's environment close to the questioner's environment without any failure. Such users are finally extracted as respondents to the questioner.

  The information providing method selection unit 48 determines a method for providing the analysis result to the terminal 10.

  The information transmission unit 50 transmits information to the agent 12 of the terminal 10 via the Internet according to the provision method determined by the information provision method selection unit 48. This information includes the extracted respondent and its mail address, and the access destination (file path) of the respondent to the virtual image file.

  The information analysis server 40 includes a CPU, ROM, RAM, HDD, input / output interface, communication interface, input device, and output device as a hardware configuration. Each of the modules described above is realized by the CPU executing processing software installed in the HDD.

  Although one terminal 10 is shown in FIG. 1, a plurality of terminals 10 are connected to the information analysis server 40 via the Internet. Assuming that a plurality of terminals 10 are terminals 10A, 10B, 10C, and 10D, a user A of the terminal 10A, a user B of the terminal 10B, a user C of the terminal 10C, and a user D of the terminal 10D exist. The analysis server 40 collects and acquires information on each of the users A to D of the plurality of terminals 10A to 10D.

  In the present embodiment, the “module” means a logically separable component such as software or hardware. Therefore, the module in this embodiment means not only a module in a computer program but also a module in a hardware configuration. The module may correspond to the function 1: 1, but one module may be configured by one program, or a plurality of modules may be configured by one program. The plurality of modules may be executed by a single processor or computer, or may be executed by a plurality of processors or computers in a distributed or parallel environment. In the processing by each module, target information is read from the storage device, processed by a processor such as a CPU, and the processing result is output to the storage device and written. The storage device includes an HDD, a RAM, a register in the CPU, and the like.

<Processing>
FIG. 2 is a process flowchart in the terminal 10, which is a process that is regularly performed at regular time intervals.

  First, the software SW of the agent 12 is installed in the terminal 10 (S101). The software SW of the agent 12 may be downloaded from an application server (not shown) via the Internet, or may be downloaded from a portable storage medium. The agent 12 installed in the terminal 10 shifts to a standby state for a certain time (S102).

  After waiting for a certain time, the agent 12 starts collecting information of the terminal 10 (S103). That is, the installation SW information acquisition unit 20 acquires information of software installed in the terminal 10 (S104), the operation history information acquisition unit 22 acquires operation history information of the terminal 10 (S105), and a user information acquisition unit 24 acquires user information (S106). Information on the software installed in the terminal 10 includes the installation SW name / installation path / software version (Ver) collected from the registry 28, and log (log) file / log (log) file path / config (conf). File / config (conf) file path. The operation history information is information about when, where, and which file the user of the terminal 10 has operated. For example, the executable file name / executed file path is acquired in time series. Further, the user information is a mail address of a user of the terminal 10, OS information of the terminal 10, and the like.

  The agent 12 transmits the installation SW information, operation history information, and user information acquired from the information transmission unit 16 to the information analysis server 40.

  FIG. 3 is a process flowchart in the information analysis server 40, which is a process that is regularly performed at regular time intervals.

  First, the information receiving unit 42 receives information transmitted from the agent 12 of the terminal 10 (S201). The received information is stored in the information storage unit 52 (S202). In the information storage unit 52, various tables are created based on the received information. That is, an installation SW information table is created and stored based on the installation SW information, an operation history information table is created and stored based on the operation history information, and a user information table is created based on the user information.

  Next, the usage trend analysis unit 54 acquires a usage trend setting table stored in the database 58 in advance (S203), and uses the table stored in the information storage unit 52 to determine the usage trend of the user's terminal 10. analyse. Specifically, according to the usage trend analysis table, the analysis target (Log file / Conf file / Exe file) is determined, the number of times the file has been operated is counted from the operation history information, and the count value is used. Determine whether a failure has occurred. As a result of the usage trend analysis, for each user installed SW, the state (state) of the environment in which the failure has occurred is indicated as an error (error), and the state (state) of the environment in which no failure has occurred is stable (stable). It shows with. For example, the analysis target is a Log file, the software name is SWα, the version is 2.0, the number of operations is twice, the state is a stable, and the like. The count value and state determination based on the count value will be described in further detail. The analysis result of the usage tendency is stored in the information storage unit 52 (S204).

  Next, based on the analysis result of the usage trend, it is determined whether or not an error is output to the log (S206). That is, it is determined whether or not the analysis target LoG file has an error (error log: ErrorLog).

  When there is an error log, the similar environment construction unit 56 generates a virtual environment (virtual image file) as a similar environment (S207). The virtual environment (virtual image file) is generated using OS information included in the user information and the acquired installation SW information. This virtual image file is used to access the respondent's environment. When the virtual environment (virtual image file) is created, the file path and creation date and time of the virtual image file are stored in the information storage unit 52 (S208). It should be noted that the virtual image file is created and stored only when an error log exists. That is, a virtual image file is not created for a user who has no error.

  As described above, the usage trend analysis result and the virtual image file are periodically created and stored in the information storage unit 52 of the information analysis server 40.

  FIG. 4 is a process flowchart in the terminal 10, and is a process in the case where a failure occurs in the software of one of the terminals 10 and requests the information analysis server 40 to investigate.

  The survey request screen display unit 14 activates a survey request screen according to an instruction from the user and displays it on the display of the terminal 10. The user inputs necessary survey information using this screen (S301). The survey information includes the software name, software version, and the like.

  The information transmission unit 16 transmits the input investigation information to the information analysis server 40 (S302). At this time, the installation SW information acquisition unit 20 checks the log file and checks the latest error log ( Error message) is extracted and transmitted to the information analysis server 40 (S303).

  Thereafter, the analysis is performed by the information analysis server 40, and the analysis result from the information analysis server 40 is received by the information receiving unit 18 (S304). The received information is displayed on the display of the terminal 10 by the extracted information display unit 26.

  FIG. 5 is a process flowchart in the information analysis server 40, and is a process when an investigation request is received from the terminal 10 due to a failure or the like.

  When receiving the survey request from the agent 12 of the terminal 10 (S401), the information receiving unit 42 obtains the usage trend analysis result analyzed in S204 and stored in the information storage unit 52 in S205 for each user (S402). ). For example, when user A, user B, user C, and user D exist as users, the usage trend analysis result of user A, the usage trend analysis result of user B, and the usage trend analysis of user C As a result, the usage trend analysis result of the user D is acquired. It goes without saying that the obtained usage trend analysis result does not include the usage trend analysis result of the questioner himself.

  The usage trend estimation unit 44 extracts a user having an environment in which no failure has occurred as a successful environment based on the usage trend analysis result acquired for each user (S403). Specifically, among the analysis objects, users who have many items whose states are stable are extracted. A plurality of users may be extracted.

  The similar environment extraction unit 46 further selects a user similar to the environment of the user (questioner) who transmitted the survey request from the users extracted in S403 (S404). The information transmitting unit 50 transmits the selected environment information to the terminal 10 by the method selected by the information providing method selecting unit 48 (S405). If the information providing method selection unit 48 selects that information is provided by e-mail, for example, the information transmission unit 50 transmits the e-mail to the questioner.

  Next, each process will be described more specifically.

<Usage trend setting table>
FIG. 6 shows an example of a usage trend setting table stored in the database 58 of the information analysis server 40. Analysis target and analysis method are defined. The analysis target is a log (Log) file, an execution (Exe) file, and a configuration (Conf) file of the installation SW, and the analysis method includes the number of executions (Count) of each file and whether or not an error has occurred. In FIG. 6, focusing on the Log file, Count = ON and error occurrence = ON. This means that the number of executions for the Log file and whether an error has occurred in the Log file is used as an analysis method. Focusing on the Conf file, Count = ON, which means that the number of executions of the Conf file is to be analyzed.

  The usage trend analysis unit 53 determines an analysis target and an analysis method according to such a usage trend analysis table, and analyzes the usage trend for each user and each installation SW.

<Installation SW information>
FIG. 7 shows an example of installation SW information acquired by the installation SW information acquisition unit 20 of the agent 12 of the terminal 10. The name, file path, version, Log file, Conf file, and Exe file of the installation SW are acquired. Information about the name, file path, and version of the installation SW is acquired from the registry 28. Information about the Log file, the Conf file, and the Exe file is acquired by checking a file below the file path. For example, if the name of the installation SW is SWα, C: \ Programfiles \ SWα is acquired from the registry 28 as a file path, and 2.0 is acquired as the version. FIG. 7 shows that SWα, SWβ, SWγ,... Are installed as installation SWs.

  Note that the agent 12 is also installed in the terminal 10, but the agent 12 itself may be included in the installation SW information to be acquired.

<Operation history information>
FIG. 8 shows an example of operation history information acquired by the operation history information acquisition unit 22 of the agent 12 of the terminal 10. When the user of the terminal 10 activates what kind of file of what kind of software is acquired in time series. For example, when the software SWα is activated at 17:46 on January 1, 2016, the execution date, the file path of the activation file, the execution file name, and the execution file path information are acquired as shown in the first line of FIG. . The operation history information is used as basic information for counting how many times a file has been executed within a predetermined period.

<User information>
FIG. 9 shows an example of user information acquired by the user information acquisition unit 24 of the agent 12 of the terminal 10. The user's mail address and the OS information of the terminal 10 are acquired. The user's mail address is acquired from the mail SW 30. The OS environment is not necessarily a PC (personal computer) OS environment, but includes an OS environment of a tablet terminal or a smartphone. That is, the terminal 10 includes not only a PC but also an information terminal such as a tablet terminal or a smartphone.

<Installation SW information table stored in information storage unit 52>
FIG. 10 shows an example of the installation SW information table for each user stored in the information storage unit 52 of the information analysis server 40. For each user, the name, version, Log file, Conf file, and Exe file of the installation SW are stored.

The Log file is stored in combination with the file path of the installation SW information and the Log file, the Conf file is stored in combination with the file path of the installation SW information and the Conf file, and the Exe file is stored in the file path of the installation SW information and Exe. A combination of files is stored. For example, referring to FIG. 7, the file path of SWα is
C: \ Programfiles \ SWα
The Log file is
SWα \ log \ swlog.log
So, combining these,
C: \ Programfiles \ SWα \ log \ swlog.log
It becomes. Similarly, referring to FIG. 7, the SWα Conf file is
SWα \ conf \ conf.conf
So in combination with the file path,
C: \ Programfiles \ SWα \ conf \ conf.conf
It becomes.

<Operation History Information Table Stored in Information Storage Unit 52>
FIG. 11 shows an example of an operation history information table for each user stored in the information storage unit 52 of the information analysis server 40. It is a table that shows when and which file is operated by the user for each user. Specifically, the execution date, file path, EXE file name, and EXE file path are stored. For example, at 17:46 on January 1, 2016, SWα. exe file is executed, and the file path of the executable file is C: \ programfiles \ SWα.exe.

<User Information Table Stored in Information Storage Unit 52>
FIG. 12 shows an example of a user information table for each user stored in the information storage unit 52 of the information analysis server 40. A mail address, OS information, and a virtual image file path are stored. As described above, the virtual image file path is created and stored in the user information table when an error log exists. The virtual image file path is created after the usage trend analysis is performed and the usage trend analysis result is obtained, and is additionally stored in the user information table.

<Usage trend analysis master table stored in information storage unit 52>
FIG. 13 shows an example of a usage trend analysis master table stored in the information storage unit 52 of the information analysis server 40. This master table is basic data for analyzing the usage trend. Specifically, when determining whether the state is normal (stable) or abnormal (error) based on the number of times the file is executed. This is the reference execution count. This master table may be stored in advance in the database 58 in the same manner as the usage trend analysis table, and may be read by the usage trend analysis unit 54 and stored in the information storage unit 52. The usage trend analysis master table includes the maximum and minimum values of the number of executions of the Log file, the maximum and minimum values of the number of times of execution of the Conf file, and the maximum and minimum values of the number of times of execution of the Exe file. Is specified. For example, when the analysis time is 12:00 on January 2, 2016, regarding the software SWα version 2.0, the maximum number of execution times of the Log file is 3, the minimum value is 1, the maximum value of the Conf file is 10, and the minimum value Is 1, the maximum value of the EXE file is 50, the minimum value is 1, and so on. The state of the file is analyzed based on the relationship between the number of executions of each file stored in the operation history information table and the maximum and minimum values of each file in the master table.

<Use trend analysis result table stored in information storage unit 52>
FIG. 14 shows an example of a usage trend analysis result for each user stored in the information storage unit 52 of the information analysis server 40. The analysis time, analysis target (Target), SW name, version, execution count, maximum execution count, minimum execution count, and state are stored in time series. The number of times is the cumulative number of executions from the previous analysis time to the current analysis time. The maximum value and the minimum value of the number of executions are values in the usage trend analysis master table shown in FIG. The state is determined by a different algorithm for each file to be analyzed.

That is, in the case of a Log file, a Conf file, and an Exe file, the number of executions (Count), the maximum number of executions (Count (max)), and the minimum number of executions (Count (min)) are used. . For example,
| Count (max) -Count | ≧ | Count-Count (min) |
In the case of, the state is normal (stable: Stable)
| Count (max) -Count | <| Count-Count (min) |
In the case of, the state is abnormal (error: Error)
And analyze. Of course, this is an example, and other analysis algorithms are possible. For example, if the number of executions is between the maximum value and the minimum value, it may be analyzed as Stable, and if it exceeds the maximum value or less than the minimum value, it may be analyzed as Error.

For example, when the user of the terminal 10 is analyzed at 12:00 on January 3, 2016, the number of times, the maximum number of times, the minimum number of times for each of the log file, conf file, exe file, and error log file to be analyzed Analyze state based on value. For the Log file, for example, the number of times = 10, the maximum value = 3, and the minimum value 1,
| Count (max) −Count | = 7
| Count-Count (min) | = 9
Therefore, the state is determined to be an error. For the Conf file, for example, the number of times = 20, the maximum value = 10, and the minimum value = 1.
| Count (max) −Count | = 10
| Count-Count (min) | = 19
Therefore, the state is determined to be an error. For the Exe file, for example, the number of times = 30, the maximum value = 50, and the minimum value = 1.
| Count (max) −Count | = 20
| Count-Count (min) | = 29
Therefore, the state is analyzed as an error.

  On the other hand, when the analysis target is an Error Log file, the contents of the acquired Log file are checked, and it is determined whether or not an error message is included from the logs from the previous analysis time to the current analysis time. Whether or not the analysis target is an ErrorLog file is defined by the usage trend analysis table. If the error message is not included in the target period, ErrorLog is analyzed as normal (stable: stable), and if the error message is included in the target period, ErrorLog is analyzed as abnormal (error: Error). . In FIG. 14, when analyzed at 12:00 on January 3, 2016, ErrorLog is analyzed as Stable because no error message is included in the target period.

<Virtual image file>
After the usage trend analysis result as shown in FIG. 14 is created, a virtual image file is created for an error output in the log as described above. That is, in FIG. 14, when ErrorLog exists as an analysis target and there is an error whose state is Error, a virtual image file of the user's environment is created. The virtual image file uses OS information of user information and collected installation SW information. When the virtual image file is created for the first time, it is created by constructing the OS of the user information of the user and installing the collected installation SW. From the second time on, the SW already installed in the virtual image file constructed for the first time is compared with the latest collected installation SW, and the SW with the difference is installed, and the Conf file of each SW Update. The virtual image file can be, for example, an OS image file created by the snapshot function of the virtual environment SW (VMware). The file path of the created virtual image file is stored in the information storage unit 52 in association with the user information for each user as described above. The file path of the virtual image file functions as an access destination when the questioner accesses the information analysis server 40 in order to eliminate his / her failure.

<Survey request screen>
FIG. 15 shows an example of a screen example displayed on the display of the terminal 10 by the survey request screen display unit 14 of the agent 12 of the terminal 10. As input fields, there are the name and version information of the SW requesting the investigation. The user (questioner) inputs this information, operates the send button, and sends it to the information analysis server 40.

  FIG. 16 shows an example of user (questioner) information received from the agent 12 of the terminal 10 in S401. The user (questioner) is user A. The presence / absence of a Log error and the content of the error message are stored in the information storage unit 52 together with the reception date, SW name, and SW version. As described above, when the user (questioner) operates the send button to send the survey request information, the agent 12 of the terminal 10 examines the collected log file and extracts the latest error message. And transmitted to the information analysis server 40. The error message in FIG. 16 is the latest error message. A ◯ mark of the Log error indicates that an error exists in the Log file.

<Example of usage trend analysis result table for each user>
FIG. 17 shows an example of the usage trend analysis result acquired for each user in S402. Assume that users A, B, C, and D exist as users, and the usage trend analysis results are collected for each user. The usage trend analysis results are the analysis target, SW name, version, execution count, maximum execution count, minimum execution count, and state. In the figure, the analysis results of the Log file, the Exe file, the Conf file, and the Error Log file of the software SWα of the user A who is the questioner are all Error.

<Selection of successful environment>
FIG. 18 shows an example of the selection processing result of the successful environment in S403. The success environment is an environment of a user in which no failure has occurred, and is an environment of a user whose state is stable. In FIG. 17, the states of user A and user C are “Error”, and the states of user B and user D are “stable”. Is extracted. Even if the state of a certain file is an error (Error), the state of the remaining file is stable, and a user having more stable files may be extracted as a successful environment. . In general, if the number of stable files exceeds N / 2 with respect to the number N of files to be analyzed, a successful environment is extracted. Of course, such an algorithm is only an example, and it is possible to extract only N as a successful environment, or extract as a successful environment when the number of stable files exceeds a certain threshold.

<Selection of similar environment>
FIG. 19 shows an example of the similar environment selection processing result in S404. The similar environment is an environment similar to the questioner's environment among the successful environments. Specifically, it is determined whether or not an error message identical to the questioner's error message exists and whether or not the difference from the questioner's environment is small. In the figure, the ◯ mark of the Log error indicates that there was an error in the Log file as described above. User B has no error message, and user D has an error message. In FIG. 18, the error log of user D is “stable”, which means that no error message exists during the analysis period. In other words, for user D, an error message has existed in the past, but no error message exists at the present time (analysis time), which means that the user D is in a successful environment.

  Conf (Diff) is the difference between the setting value of the conf file of the questioner and the setting value of the conf file of the other user, and is calculated as 1 for user B and 1 for user D.

  Also, installSWcount is the difference between the type of installation SW of the questioner A and the type of installation SW of other users, and is calculated as 5 for the user B and 2 for the user D. Therefore, as the similar environment, the environment of the user D having the same error message as the questioner and having a small environmental difference is selected. Conf (Diff) indicates a difference in the setting value of the installation SW, and installSWcount indicates a difference in the type of the installation SW. Therefore, it can be said that a similar environment is selected using the type and setting value of the installation SW.

Here, the selection of similar environments may be made according to the following selection criteria.
If there is a user who has the same error message as the first questioner, select the user's environment as a similar environment. If there are multiple users who have the same error message as the second questioner, or the same If there is no user with the error message, the environment of the user with the smallest value of Conf (Diff) and installSWcount is selected as a similar environment. Third Use One of the above-mentioned first and second uses If no one can be identified, select both as similar environments

<Response information>
20 and 21 show an example of outputting similar environment information to the questioner's terminal 10 in S405. FIG. 21 shows information transmitted from the information analysis server 40 to the agent 12 of the questioner's terminal 10, and FIG. 20 shows the extracted information display unit 26 of the agent 12 that has received this information at the information receiving unit 18 on the display. It is an example of the screen to perform. When user D's environment is selected as a similar environment, “user D” is selected as the respondent, and the mail address and survey environment are output. The investigation environment is the file path of the virtual image file generated in S207. The questioner can easily know that the answerer D exists as an answerer who can accurately answer his / her question, and can easily know the environment by accessing the virtual image file. It can be used to solve obstacles.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to this, A various deformation | transformation is possible.

  For example, in this embodiment, the user's email address and OS environment are acquired as user information and transmitted to the information analysis server 40. The information analysis server 40 returns similar environment information as an answer based on this user information. However, in addition to the user's e-mail address and OS environment, user login status and schedule status may be acquired as user information and transmitted to the information analysis server 40. The login status is whether or not the user is online, and the schedule status is “scheduled until 17:00”, for example. With this additional information, when providing information to the questioner, the information analysis server 40 can adaptively change the information providing method according to the situation as follows.

(1) If the respondent's login status is offline or the respondent's schedule status indicates that there is a plan, the questioner logs in to the respondent's terminal environment (virtual environment) for troubleshooting. This makes it possible to immediately provide information to the questioner even when the respondent is absent.

(2) When the respondent's login status is online or when the respondent's schedule is unscheduled, the respondent logs in to the questioner's terminal environment (virtual environment) for troubleshooting. Thereby, information can be provided to the questioner starting from the respondent.

(3) When both the questioner and the respondent are online and do not have a plan, the questioner and the respondent directly communicate with each other for troubleshooting.

  Further, in the present embodiment, as the answer information, the information specifying the respondent, the e-mail address of the respondent, and the virtual image file information (the file path of the virtual image file) are provided. Only the respondent's email address may be provided.

  In this embodiment, a Log file, a Conf file, and an Exe file are used as analysis targets. However, only the Log file, only the Log file and the Conf file, only the Log file and the Exe file, etc., the Log file, the Conf file, and the Exe. At least one of the files may be the analysis target.

  In this embodiment, as a processing flow, first, a successful environment is selected, and then a similar environment is selected from the successful environments. The environment may be selected.

  In the present embodiment, both the information from the terminal 10 and the usage trend analysis result are stored in the information storage unit 52 of the information analysis server 40, but the information from the terminal 10 and the usage trend analysis result are different storage units. Needless to say, it may be stored in a database.

  Furthermore, in this embodiment, when the user D is selected as a similar environment and a similar environment, information (for example, name and ID) that identifies the user D as an answerer to the questioner, an email address, Although the virtual image file path is provided, the fact that information has been provided to the questioner may be transmitted to the user D selected as the respondent.

  10 terminal, 12 agent, 14 survey request screen display unit, 16 information transmission unit, 18 information reception unit, 20 installation SW (software) information acquisition unit, 22 operation example information acquisition unit, 24 user information acquisition unit, 26 extraction information Display unit, 28 registry, 30 mail SW (software) unit, 40 information analysis server, 42 information receiving unit, 44 usage tendency estimating unit, 46 similar environment extracting unit, 48 information providing method selecting unit, 50 information transmitting unit, 52 information Storage unit, 54 usage trend analysis unit, 56 similar environment construction unit, 58 database.

Claims (8)

First receiving means for receiving installed software information, operation history information, and user information of each terminal from a plurality of terminals;
Second receiving means for receiving a survey request including software information in which a failure has occurred, from a questioner terminal;
Based on the installed software information, the operation history information, and the user information received by the first receiving means when the survey request is received, there is no failure and the installation software environment of the questioner's terminal Control means for extracting user information of a terminal having a similar installed software environment and providing it to the questioner terminal;
A failure resolution support server device comprising: Installed software information includes at least one of log files, configuration files, and executable files.
The operation history information includes the execution timing and the execution file name of at least one of the log file, the configuration file, and the execution file.
The failure elimination support server device according to claim 1. The control means extracts user information of a terminal in which a failure has not occurred based on the number of executions in a predetermined period of at least one of a log file, a configuration file, and an execution file.
The failure elimination support server device according to claim 2. The installed software information further includes an error log file,
The survey request also includes an error log file,
The control means installs software similar to the installation software environment of the questioner's terminal based on the difference between the error message included in the error log file of the survey request and the error message included in the error log file of the installed software information Extract user information of the environment terminal,
The failure elimination support server device according to claim 2. The control means includes an installation software environment similar to the installation software environment of the questioner's terminal based on the difference between the installation software type and the configuration file setting value of the questioner terminal and the installation software type and the configuration file setting value. To extract user information for devices
The failure elimination support server device according to claim 2. The user information provided to the interrogator terminal includes virtual image file information of the user terminal,
The failure elimination support server device according to any one of claims 1 to 5. First transmission means for periodically collecting installation SW information, operation history information, and user information and transmitting them to the failure resolution support server device;
Second transmission means for transmitting an investigation request including software information in which a failure has occurred to the failure elimination support server device;
A plurality of terminals having:
First receiving means for receiving installed software information, operation history information, and user information of each terminal from a plurality of terminals;
Second receiving means for receiving a survey request including software information in which a failure has occurred, from a questioner terminal;
Based on the installed software information, the operation history information, and the user information received by the first receiving means when the survey request is received, there is no failure and the installation software environment of the questioner's terminal Control means for extracting user information of a terminal having a similar installed software environment and providing it to the questioner terminal;
A failure resolution support server device having
Disability elimination support system with On the computer,
Receiving installed software information, operation history information, user information of each terminal from a plurality of terminals;
Receiving a survey request including information on the software in which the failure has occurred, from the questioner terminal;
When a survey request is received, a terminal having an installed software environment that is similar to the installation software environment of the questioner's terminal and that has not failed based on the installed software information, operation history information, and user information Extracting user information and providing it to the questioner terminal;
A program that executes

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