JP2019110391A - Image forming apparatus, information processing method and program - Google Patents

Abstract

To suitably restrict the disclosure of information without requiring a complicated operation.SOLUTION: An image forming apparatus includes: communication control means for establishing communication connection to an information processing device which provides remotely support for the image forming apparatus; display processing means for controlling display means so as to display a screen; and transmission means for transmitting display information for the screen with display contents restricted to the information processing device in a case where a user performs a specific operation while the information processing device is connected and the screen is displayed.SELECTED DRAWING: Figure 4

Description

  The present invention relates to an image forming apparatus, an information processing method, and a program.

  It has been customary for customers to ask questions and get answers directly from the maker's call center, as the usage of products and the handling of troubles become complicated. A remote support system that includes an image forming apparatus and a call center failure management server that manages error information of the image forming apparatus has been considered in order to appropriately and promptly perform troubleshooting procedures. In the remote support system, the operator remotely operates the image forming apparatus supported by the information processing apparatus of the call center to perform the support. In the remote support system, software of a customer who receives the remote support can be remotely operated or confirmed from the information processing apparatus of the call center. The call center operator transmits to the image forming apparatus an image of a manual displayed on the information processing apparatus and a moving image prompting an operation, and displays it on the UI of the image forming apparatus, thereby conveying information and instructions to the customer in an easy-to-understand manner. be able to. Further, when the operator remotely operates the UI of the image forming apparatus, it is possible to perform appropriate settings and operation instructions to the image forming apparatus.

  The operator who performs remote control can operate with the same authority as the user of the image forming apparatus. Therefore, it is possible to remotely refer to the address book screen including personal information and the like possessed by the image forming apparatus, and the communication history screen. On the other hand, in Patent Document 1, when the screen displayed on the information processing apparatus is a screen including personal information, the remote control is performed by confirming whether the screen may be disclosed to the user. Technology that can properly protect personal information.

JP, 2015-179890, A

  However, in the technique of Patent Document 1, it is necessary for the user to set permission or disapproval of disclosure, which causes a problem that it takes time and effort.

  The present invention has been made in view of such problems, and it is an object of the present invention to appropriately restrict disclosure of information without requiring complicated operations.

  Therefore, according to the present invention, there is provided an image forming apparatus, a communication control means for establishing communication connection with an information processing apparatus for performing remote support of the image forming apparatus, and a display processing means for controlling display on a display means. Transmitting means for transmitting display information of the screen whose display content is restricted to the information processing apparatus when a specific operation is performed by a user while connected to the information processing apparatus and displaying the screen; Have.

  According to the present invention, it is possible to appropriately restrict the disclosure of information without requiring complicated operations.

It is a general view of a remote assistance system. It is a hardware block diagram of each apparatus of a remote assistance system. FIG. 2 is a functional block diagram of an image forming apparatus. It is a flowchart which shows communication processing. It is a figure which shows an example of an operation explanation screen. It is a figure which shows an example of a screen with a restriction | limiting. It is a flowchart which shows communication processing. It is a figure which shows an example of a manifest file.

  Hereinafter, embodiments of the present invention will be described based on the drawings.

First Embodiment
FIG. 1 is an overall view of a remote support system according to an embodiment. The remote support system includes an image forming apparatus 101, an operator PC 102, a relay server 103, and firewalls (FW) 104 and 105. The image forming apparatus 101 may be a single function printer, or may be a multifunction peripheral as another example. The operator PC 102 is an example of an information processing apparatus that remotely supports the image forming apparatus 101. The image forming apparatus 101 and the operator PC 102 operate as communication partners of each other. The image forming apparatus 101 and the operator PC 102 have a data communication function of performing call control by HTTP (HyperText Transfer Protocol) to perform data communication. The image forming apparatus 101 is connected to the network 106 through the FW 104. Further, the operator PC 102 installed in the call center is connected to the network 106 through the FW 105. In addition, the relay server 103 is connected to the network 106.

  In data communication by HTTP, client nodes execute data communication by performing POST / GET on a Uniform Resource Identifier (URI) provided from the relay server 103. Thus, data communication can be performed even if client nodes are blocked by a private address area or FW. In the present embodiment, the image forming apparatus 101 and the operator PC 102 operate as an HTTP client node. Further, in the present embodiment, the client nodes communicate with the network 106 via the FWs 104 and 105, but may have a network configuration not via the FWs 104 and 105. Further, more FWs, image forming apparatuses, and operator PCs may be connected to the network 106 than illustrated. Also, the communication protocol may not be HTTP.

  FIG. 2 is a hardware configuration diagram of each device 101, 102, 103 of the remote support system according to the embodiment of the present invention. In the image forming apparatus 101, a CPU 202 collectively controls access to various devices connected to the system bus 206 based on a control program stored in the ROM 203 or the hard disk (HDD) 205. A ROM 203 stores control programs and the like that can be executed by the CPU 202. A RAM 204 mainly functions as a main memory, a work area, and the like of the CPU 202, and can expand the memory capacity by an option RAM connected to an expansion port (not shown). A hard disk (HDD) 205 stores a boot program, various applications, font data, user files, editing files, and the like. Although the HDD 205 is used in the present embodiment, an SD card, a flash memory, or the like may be used as an external storage device in addition to the HDD 205. The functions and processing of the image forming apparatus 101 described later are realized by the CPU 202 reading a program stored in the ROM 203 or the HDD 205 and executing this program.

  A scanner I / F 201 controls image input from the scanner 215. A printer I / F 207 controls image output to the printer 216. A panel operation I / F 208 controls display control of the operation panel 212 and input of various setting information set in the operation panel 212. The operation panel 212 is an example of a display unit. An image input I / F 209 controls image input from an image input device 213 such as a camera. An audio input / output I / F 210 controls audio input / output with an audio input / output device 214 such as a headset. A network I / F 211 performs data communication with an external network via a network cable.

  In the operator PC 102, a CPU 221 generally controls access to various devices connected to the system bus 225 based on a control program stored in the ROM 222 or a hard disk (HDD) 224. A ROM 222 stores control programs and the like executable by the CPU 221. A RAM 223 mainly functions as a main memory, a work area, and the like of the CPU 221, and is configured to be able to expand the memory capacity by an option RAM connected to an expansion port (not shown). A hard disk (HDD) 224 stores a boot program, various applications, font data, user files, editing files, and the like. In addition to the HDD 224, an SD card, a flash memory, or the like may be used as an external storage device.

  225 is a system bus. A network I / F 226 performs data communication with an external network via a network cable. A keyboard I / F 227 controls key input from the keyboard 231 or a pointing device (not shown). A display I / F 228 controls the display of the display 232. An image input I / F 229 controls image input from an image input device 233 such as a camera. A voice input / output I / F 230 controls voice input / output with a voice input / output device 234 such as a headset.

  In the relay server 103, a 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. A ROM 242 stores control programs and the like executable by the CPU 241. A RAM 243 mainly functions as a main memory, a work area, and the like of the CPU 241, and is configured to be able to expand the memory capacity 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, editing files, and the like. Although the HDD 244 is used in the present embodiment, in addition to the HDD 244, an SD card, a flash memory, or the like may be used as an external storage device. 245 is a system bus. Reference numeral 246 denotes a network I / F, which performs data communication with an external network via a network cable.

  FIG. 3 is a functional block diagram of the image forming apparatus 101. A job control processing unit 301 generally controls each unit and controls jobs generated in the image forming apparatus such as copying, printing, scanning, and UI processing. The UI processing unit 302 mainly performs control related to the operation panel 212 and the panel operation I / F 208. The UI processing unit 302 notifies the job control processing unit 301 of the content of the operation of the operation panel 212 by the operator of the image forming apparatus 101. The UI processing unit 302 also controls the display content of the screen of the operation panel 212 based on an instruction from the job control processing unit 301. The UI processing unit 302 also controls editing of drawing data to be displayed on the operation panel 212.

  The network processing unit 303 is a module that mainly controls communication with the outside performed via the network I / F 211, and performs communication control with each device on the LAN. When receiving a control command or data from each device of the LAN, the network processing unit 303 notifies the job control processing unit 301 of the contents. Also, based on an instruction from the job control processing unit 301, control commands and data are transmitted to each device of the LAN.

  The scan processing unit 304 controls the scanner 215 and the scanner I / F 201 based on an instruction from the job control processing unit 301, and instructs reading of a document placed on the scanner 215. The print processing unit 305 controls the printer 216 and the printer I / F 207 based on an instruction of the job control processing unit 301, and performs print processing of the instructed image.

  The remote control processing unit 306 performs processing according to the remote control from the operator PC 102. Specifically, the remote control processing unit 306 acquires the URL of the relay server 103 according to the setting of the call center connection information stored in the HDD 205, and performs connection to the relay server 103 via the network processing unit 303. . The remote control processing unit 306 transmits and receives data such as voice, video, and remote control via the network processing unit 303 on the established session. Also, the remote control processing unit 306 analyzes the data received via the network processing unit 303, and controls the UI processing unit 302 as necessary.

  Next, the flow of the overall operation of the remote support system will be described. First, the image forming apparatus 101 accesses the relay server 103 and waits for reception of video data. Next, the operator PC 102 accesses the relay server 103 to start transmission of video data. As a result, the image forming apparatus 101 can receive video data and display the video on the operation panel 212.

  FIG. 4 is a flowchart showing communication processing with the operator PC 102 by the image forming apparatus 101. In step S401, the remote control processing unit 306 receives a call center calling instruction from the UI processing unit 302. The remote control processing unit 306 reads the URL of the relay server 103 from the HDD 204 and makes an HTTP connection to the relay server 103. Next, in step S402, the remote control processing unit 306 establishes a session with the operator PC 102 via the relay server 103.

  In step S403, the UI processing unit 302 controls to display an operation explanation screen on the operation panel 212 as a first screen. Here, the operation explanation screen is a screen on which information for notifying the user of a method of limiting the operation screen transmitted to the operator PC 102 is displayed. FIG. 5 is a diagram showing an example of the operation explanation screen. In the operation explanation screen 500, an operation explanation unit 501 and a confirmation button 502 are arranged. The operation explanation unit 501 is text information indicating that a screen to be transmitted is restricted by a specific key input. The operation explanation unit 501 shown in FIG. 5 is an explanation showing protection of personal information, but the content displayed on the operation explanation unit 501 is not limited to this. When the user presses the confirmation button 502, the screen transitions to a screen to be displayed.

  Next, in step S404, the UI processing unit 302 performs control to display a second screen related to the application being activated at the time of processing. The second screen displayed in S404 is a screen to be transmitted to the operator PC 102 for remote assistance. In step S405, the remote control processing unit 306 transmits / receives voice, video, and remote control data to / from the operator PC 102 via the network processing unit 303 on the session established in step S402. Thus, remote control is started between the user of the image forming apparatus 101 and the operator of the operator PC 102. This process is an example of a communication control process for establishing communication connection with the operator PC 102.

  The process of S405 is an example of the display process. Next, in step S406, the UI processing unit 302 determines whether a specific key has been pressed. The specific key is assumed to be set in advance. When the user wants to protect the information displayed on the screen transmitted to the operator PC 102, the user presses a specific key. When the specific key is pressed (YES in S406), the UI processing unit 302 advances the process to S407. When the specific key is not pressed (NO in S406), the UI processing unit 302 advances the process to S409.

  In step S407, the UI processing unit 302 creates a restricted screen. The creation of a restricted screen is a screen displayed on the operation panel 212 at the time of processing of S407, that is, a screen displayed in a state where the display content of the second screen is restricted. Next, in step S408, the network processing unit 303 transmits display information for displaying a restricted screen to the operator PC 102 via the relay server 103, and the process then proceeds to step S410. When receiving the display information, the operator PC 102 performs screen display based on the display information. FIG. 6 is a view showing an example of the restricted screen displayed on the operator PC 102 based on the display information. The restricted screen 600 displays text information indicating that the screen is a restricted screen. As a result, the call center operator can not confirm the information shown on the second screen displayed on the operation panel 212 of the image forming apparatus 101. Here, in the process of S408, when the image forming apparatus 101 is connected to the operator PC 102 and the specific key is pressed during screen display on the operation panel 212, the display information of the screen whose display content is restricted is transmitted. It is an example of transmission processing.

  On the other hand, in S409, the network processing unit 303 transmits display information for displaying the second screen being displayed on the operation panel 212 at the processing time point to the operator PC 102 via the relay server 103. Note that the second screen corresponding to the display information transmitted in S409 is a screen whose display content is not restricted. In this case, the operator PC 102 displays a second screen which is the same as the screen displayed on the operation panel 212 based on the display information. Thereafter, the network processing unit 303 advances the process to step S410.

  In step S410, the remote control processing unit 306 determines whether the connection between the relay server 103 and the operator PC 102 has ended. When the connection is ended (YES in S410), the remote control processing unit 306 ends the communication processing. If the connection has not ended (NO in S410), the remote control processing unit 306 advances the process to S404.

  As described above, when the specific key is pressed, the display content of the screen transmitted to the operator PC 102 is limited. Therefore, the information displayed on the screen operated by the call center operator during the remote maintenance by the operator PC 102 can be appropriately limited. That is, the disclosure of information can be restricted appropriately without requiring the user of the image forming apparatus 101 or the like to perform complicated operations.

  Note that, as a first modification of the first embodiment, the image forming apparatus 101 does not press any specific key until a predetermined time elapses from the timing of displaying the screen in S405. It is also possible to stand by without advancing the process to step S409. When the timing of screen display of the image forming apparatus 101 and the timing of screen display of the operator PC 102 are synchronized, a screen without restriction is displayed on the operator PC 102 before the specific key is pressed. This can be prevented by performing the above processing.

  Further, as a second modification, the image forming apparatus 101 may limit the screen display when a specific touch input operation to the operation panel 212 is received instead of the specific key operation. As described above, the image forming apparatus 101 may limit screen display when a specific operation is received, and the operation therefor is not limited to the embodiment.

  Further, as a third modification, when the image forming apparatus 101 transmits the restricted screen to the operator PC 102, the restricted display content may be displayed on the operation panel 212 in an identifiable manner. Specifically, the image forming apparatus 101 may gray out the restricted content, or may display it in a frame. Further, as another example, the image forming apparatus 101 may display the restricted screen side by side with the normal screen on the operation panel 212 at the same time. Thus, the user of the image forming apparatus 101 can grasp which display content is restricted in the operator PC 102.

Second Embodiment
Next, a remote support system according to the second embodiment will be described. In the remote support system according to the second embodiment, the image forming apparatus 101 restricts the display content based on the attribute of the application related to screen display. The differences between the remote support system according to the second embodiment and the remote support system according to the first embodiment will be mainly described below.

  FIG. 7 is a flowchart showing communication processing by the image forming apparatus 101 according to the second embodiment. Among the processes of the communication process illustrated in FIG. 7, the same processes as the processes of the communication process according to the first embodiment described with reference to FIG. 4 are denoted by the same reference numerals. After the process of step S402, in step S701, the UI processing unit 302 controls the application being activated at the time of processing to display a screen (hereinafter, referred to as an application screen) on the operation panel 212. Next, in step S702, the remote control processing unit 306 identifies the attribute of the application by confirming the manifest file of the application being activated at the time of processing. FIG. 8 is a diagram showing an example of a manifest file. The manifest file 800 includes an extended program information entry unit 801 that describes the program name of the extension application and the like, and a resource information entry unit 802. The extended program information entry unit 801 describes the attributes of the application. There are two types of application attributes: general apps and login apps.

  Referring back to FIG. 7, after the process of step S702, the CPU 202 advances the process to step S405. Then, after the process of S405, the CPU 202 advances the process to S703. In S703, the remote control processing unit 306 determines whether the attribute specified in S702 is a specific attribute. It is assumed that the attribute of the application for displaying the content to be restricted is set in advance as the specific attribute in the HDD 205 or the like. In the present embodiment, it is assumed that the login application is set as the specific attribute. If the identified attribute is a specific attribute (YES in S703), the remote control processing unit 306 advances the process to S407. If the specified attribute is not a specific attribute (NO in S703), the remote control processing unit 306 advances the process to S409.

  Thus, the image forming apparatus 101 can limit the display content according to the attribute of the application. The remaining configuration and processing of the remote support system according to the second embodiment are the same as the configuration and processing of the remote support system according to the first embodiment. Also in the remote support system according to the second embodiment, it is possible to appropriately restrict disclosure of information without requiring a user or the like of the image forming apparatus 101 to perform complicated operations.

  Although the preferred embodiments of the present invention have been described above in detail, the present invention is not limited to the specific embodiments, and various modifications may be made within the scope of the present invention as set forth in the claims.・ Change is possible.

(Other embodiments)
The present invention supplies a program that implements one or more functions of the above-described embodiments to a system or apparatus via a network or storage medium, and one or more processors in a computer of the system or apparatus read and execute the program. Can also be realized. It can also be implemented by a circuit (eg, an ASIC) that implements one or more functions.

101 image forming apparatus 102 operator PC

Claims (14)

An image forming apparatus,
Communication control means for establishing communication connection with an information processing apparatus for remotely supporting the image forming apparatus;
Display processing means for controlling to display a screen on the display means;
Transmitting means for transmitting display information of the screen whose display content is restricted to the information processing apparatus when a specific operation is performed by a user while connected to the information processing apparatus and displaying the screen; An image forming apparatus characterized by having:   The image forming apparatus according to claim 1, wherein the display processing unit controls to display information indicating the screen whose display content is restricted.   3. The image forming apparatus according to claim 2, wherein the display processing unit controls the display to display the screen so that the restricted display content can be identified.   3. The display processing means according to claim 2, wherein the display processing means controls to display the screen whose display content is not restricted and the screen whose display content is restricted on the display means. Image forming apparatus.   The transmission unit transmits, to the information processing apparatus, display information of the screen whose display content is restricted, when the specific operation is performed before a predetermined time elapses after the screen is displayed. The image forming apparatus according to any one of claims 1 to 4, wherein:   The transmission unit is configured to display information on the display information of the screen whose display content is not restricted when the specific operation is not performed for a predetermined time after the screen is displayed on the display unit. The image forming apparatus according to claim 5, wherein the image forming apparatus transmits the image to a processing apparatus.   The image forming apparatus according to any one of claims 1 to 6, wherein the specific operation is an operation of pressing a specific key. An image forming apparatus,
Communication control means for establishing communication connection with an information processing apparatus for remotely supporting the image forming apparatus;
Display processing means for controlling to display a screen on the display means;
Transmission means for transmitting display information of the screen whose display content is restricted when a screen according to an application having a preset attribute is displayed on the display means while connected to the information processing apparatus And an image forming apparatus characterized by comprising:   9. The image forming apparatus according to claim 8, wherein the display processing means controls to display information indicating the screen whose display content is restricted.   10. The image forming apparatus according to claim 9, wherein the display processing unit controls to display the screen so as to distinguish the display content which is limited.   10. The display processing means according to claim 9, wherein the display processing means controls to display the screen whose display content is not restricted and the screen whose display content is restricted on the display means. Image forming apparatus. An information processing method executed by the image forming apparatus;
A communication control step of performing communication connection with an information processing apparatus for remotely supporting the image forming apparatus;
A display processing step of controlling to display a screen on the display means;
And a transmitting step of transmitting display information of the screen whose display content is restricted to the information processing apparatus when a specific operation is performed by the user while connected to the information processing apparatus and displaying the screen. An information processing method characterized by including. An information processing method executed by the image forming apparatus;
A communication control step of performing communication connection with an information processing apparatus for remotely supporting the image forming apparatus;
A display processing step of controlling to display a screen on the display means;
A transmitting step of transmitting display information of the screen whose display content is restricted, when a screen according to an application having a preset attribute is displayed on the display means while connected to the information processing apparatus And an information processing method characterized by including.   A program for causing a computer to function as each means of the image forming apparatus according to any one of claims 1 to 11.

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