JP2023059074A - Device, system, method, and program for supporting failure analysis - Google Patents

Abstract

To support analysis of failure accompanied by drive of a mechanical drive unit of an electronic apparatus having the mechanically driven mechanical drive unit in detail.SOLUTION: According to a service support system (10), when failure occurs in a multifunction machine 20 as an electronic apparatus, support information useful for eliminating the failure is given from a support server (40) to a portable terminal device (30) via the multifunction machine 20. In this case, a test job is executed, and a moving image of a failure occurrence position of the multifunction machine 20 at this time is imaged by the portable terminal device (30). When the test job is started, a display 212b and a synchronization trigger LED 220c of the multifunction machine 20 are flashed. A moving image including a moment of flash lighting and an execution log of the test job are transmitted to the support server (40), and the support server (40) analyzes the failure.SELECTED DRAWING: Figure 8

Description

TECHNICAL FIELD The present invention relates to a failure analysis support device, a failure analysis support system, a failure analysis support method, and a failure analysis support program, and more particularly to an electronic device having a mechanically driven mechanical driving section and a changing section capable of changing a visual mode. The present invention relates to a defect analysis support device, a defect analysis support system, a defect analysis support method, and a defect analysis support program, which support defect analysis related to functions associated with the driving of the mechanical drive unit of the above.

For example, in Patent Document 1, in an image forming apparatus as an electronic device, when a jam occurs, the user is guided to take an image of the location of the jam with a portable terminal device, and an image is taken according to the guidance. A technology has been disclosed that determines the state of a jam from an image and guides a user to a procedure (clearing operation) for clearing the jam.

JP 2013-205425 A

As described above, according to the technology disclosed in Patent Document 1, when a jam occurs, the user is guided about how to clear the jam. However, the technique disclosed in Patent Literature 1 cannot ascertain the cause of the jam. If it is possible to identify the cause of a problem such as a jam, it is possible to prevent the occurrence of the problem, and in turn improve the reliability (completeness) of electronic equipment. . For that purpose, it is essential to analyze the failure in detail and to support it.

Therefore, the present invention provides support for detailed analysis of defects in electronic devices, particularly defects associated with functions associated with the driving of mechanical drive units in electronic devices having mechanical drive units that are mechanically driven. The purpose is to provide a new technology that can

In order to achieve this object, the present invention provides a first invention relating to a failure analysis support device, a second invention relating to a failure analysis support system, a third invention relating to a failure analysis support method, and a fourth invention relating to a failure analysis support program. Invention, and a fifth invention related to a defect analysis support program for mobile terminal devices such as smartphones and tablets.

Among these, the first invention related to the defect analysis support device is a function of an electronic device having a mechanical drive unit that is mechanically driven and a change unit that can change the visual mode, with the drive of the mechanical drive unit. A device for assisting analysis of problems related to the above, comprising an imaging instruction means, a function control means, a change control means, a log storage means, and a provision means. The imaging instruction means captures a moving image in the imaging range of the imaging device capable of imaging the moving image in a state in which the specific mechanical driving part and the changing part related to the defect are included in the imaging range of the imaging device. to direct. The function control means controls the function so that the operation of the malfunctioning function is started at a second time point after the first time point when the imaging device starts capturing the moving image. The change control means changes the visual aspect of the changing portion at a fifth point in time after the first point in time and before the earlier one of the third point in time and the fourth point in time. Here, the third point in time is the point in time when the operation of the function related to the malfunction is completed, and the fourth point in time is the point in time when the operation of the function is stopped due to the malfunction. Then, the log storage means stores a log corresponding to the operation of the malfunction-related function at least from the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point. Remember. The provision means provides the defect report information including the log stored by the log storage means and the moving image captured by the imaging device to the analysis device responsible for the defect analysis. At this time, the imaging of the moving image by the imaging device continues at least until the later of the third time point and the fourth time point.

Note that the imaging device has first display means, live image display control means, and index display control means. The live image display control means displays on the first display means a live image, which is a current moving image of the imaging range of the imaging device. Then, the index display control means displays on the live image a visual index that serves as a guideline for fitting the above-described specific mechanical driving section and changing section into the imaging range of the imaging device.

The visual index referred to here represents the intended position of a specific part of the electronic device in the live image.

Further, the imaging instruction means changes the position of the imaging device with respect to the electronic device, in other words, changes the orientation of the imaging device with respect to the electronic device, and instructs the imaging device to again capture the moving image of the imaging range. good too. In this case, the function control means re-controls the function related to the malfunction each time the image pickup device picks up the moving image in the image pickup range again. at the second point in time, the function concerned is controlled so that the operation of the function concerned is restarted. Then, the change control means changes the visual mode of the changing portion every time the imaging device picks up the moving image of the imaging range again. At a fifth time point, which is earlier than the earlier time point, the visual aspect of the changing portion is changed again. At the same time, the log storage means stores a new log every time the imaging device picks up a moving image in the imaging range, that is, at least from the second point in time and the fifth point in time to the third point in time. and the fourth time, whichever is later, is stored again. Then, the providing means sends defect report information including logs and moving images corresponding to the position of the imaging device with respect to the electronic device, in other words, the orientation of the imaging device with respect to the electronic device, to the analysis device. offer.

Furthermore, the electronic device may have a second display means. In this case, the changing section may include the second display means.

In addition, the electronic device may have light emitting means. In this case, the changing section may include light emitting means.

Additionally, the second time point and the fifth time point may be substantially the same time point.

The electronic device referred to here may be, for example, an image forming apparatus that forms an image based on image data on an image recording medium.

The imaging device may be, for example, a mobile terminal device having imaging means capable of capturing a moving image, that is, a smart phone, a tablet, or the like.

A defect analysis support system according to a second aspect of the present invention includes the defect analysis support device according to the first aspect, the imaging device, and the analysis device described above.

A defect analysis support method according to a third aspect of the present invention is an electronic device having a mechanically driven mechanical driving section and a changing section capable of changing a visual aspect, and is capable of controlling the driving of the mechanical driving section of the electronic device. A method for assisting analysis of defects related to accompanying functions, comprising an imaging instruction step, a function control step, a change control step, a log storage step, and a provision step. In the imaging instruction step, in a state in which the imaging range of an imaging device capable of imaging a moving image contains the specific mechanical drive part and the changing part related to the defect, the moving image of the imaging range is captured by the imaging device. to direct. In the function control step, the function related to the malfunction is controlled so that the operation of the function related to the problem is started at a second time point after the first time point when the imaging device starts capturing the moving image. In the change control step, the visual mode of the changing portion is changed at a fifth point in time after the first point in time and before the earlier one of the third point in time and the fourth point in time. Here, the third point in time is the point in time when the operation of the function related to the malfunction is completed, and the fourth point in time is the point in time when the operation of the function is stopped due to the malfunction. Then, in the log storage step, a log corresponding to the operation of the malfunction-related function from at least the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point is stored. Remember. In the providing step, the problem report information including the log stored in the log storing step and the moving image captured by the imaging device is provided to the analysis device that analyzes the problem. At this time, the imaging of the moving image by the imaging device continues at least until the later of the third time point and the fourth time point.

A trouble analysis support program according to a fourth aspect of the present invention is an electronic device having a mechanical drive unit that is mechanically driven and a changing unit that can change the visual mode, and controls the driving of the mechanical drive unit. It is a program for supporting analysis of malfunctions related to functions, and causes a computer to execute an imaging instruction procedure, a function control procedure, a change control procedure, a log storage procedure, and a provision procedure. In the imaging instruction procedure, in a state in which the imaging range of an imaging device capable of capturing a moving image contains the specific mechanical driving part and the changing part related to the defect, the moving image in the imaging range is captured by the imaging device. to direct. In the function control procedure, the function is controlled so that the operation of the function related to the problem is started at a second time point after the first time point when the imaging device starts capturing the moving image. In the change control procedure, the visual mode of the changing portion is changed at a fifth time point which is after the first time point and before the earlier one of the third time point and the fourth time point. Here, the third point in time is the point in time when the operation of the function related to the malfunction is completed, and the fourth point in time is the point in time when the operation of the function is stopped due to the malfunction. Then, in the log storage procedure, a log corresponding to the operation of the malfunction-related function from at least the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point is stored. Remember. In the providing procedure, the defect report information including the log stored in the log storage step and the moving image captured by the imaging device is provided to the analysis device responsible for the defect analysis. At this time, the imaging of the moving image by the imaging device continues at least until the later of the third time point and the fourth time point.

A malfunction analysis support program for a mobile terminal device according to a fifth aspect of the present invention is an electronic device having: A program for assisting analysis of malfunctions related to functions involving driving of a drive unit, which causes a computer of a mobile terminal device to execute an imaging control procedure, an operation instruction procedure, a change instruction procedure, a log storage instruction procedure, and a provision instruction procedure. . In the imaging control procedure, in a state in which the imaging range of the imaging means of the mobile terminal device contains the specific mechanical drive part and the changing part related to the problem, the imaging means captures a moving image of the imaging range. In the operation instruction procedure, an instruction is given to the electronic device so as to start the operation of the malfunctioning function at a second point in time after the first point in time when the imaging device starts capturing the moving image. In the change instruction procedure, at a fifth point in time after the first point in time and before an earlier one of the third point in time and the fourth point in time, the electronic device changes the visual aspect of the changing portion. give instructions to Here, the third point in time is the point in time when the operation of the function related to the malfunction is completed, and the fourth point in time is the point in time when the operation of the function is stopped due to the malfunction. Then, in the log storage instruction procedure, a log corresponding to the operation of the function related to the malfunction from at least the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point. instruct the electronic device to store In the provision instruction step, the defect report information including the log stored in response to the instruction in the log storage instruction step and the moving image captured by the imaging means is provided to the analysis device responsible for analyzing the defect. to give instructions to the electronic device. At this time, the imaging of the moving image by the imaging means is continued at least until the later of the third time point and the fourth time point.

Advantageous Effects of Invention According to the present invention, it is possible to support detailed analysis of defects related to functions associated with the driving of a mechanical driving unit of an electronic device having a mechanical driving unit. This greatly contributes to the investigation of the cause of the defect, thereby preventing the occurrence of the defect, and by extension, improving the reliability of the electronic device. can get.

FIG. 1 is a diagram showing the overall configuration of a service support system according to a first embodiment of the present invention. 2A and 2B are external views showing the front, top, and left side of the multifunction machine in the first embodiment. FIG. 3 is an external view showing an enlarged view of the portion where the inner finisher is attached to the multifunction machine according to the first embodiment. FIG. 4 is a block diagram showing the electrical configuration of the multifunction machine in the first embodiment. FIG. 5 is a block diagram showing the electrical configuration of the mobile terminal device according to the first embodiment. FIG. 6 is a block diagram showing the electrical configuration of the support server in the first embodiment. FIG. 7 is a diagram illustrating an example of a moving image capturing range of the mobile terminal device according to the first embodiment. FIG. 8 is a diagram showing one state of the multi-function peripheral included in the imaging range of the moving image by the portable terminal device in the first embodiment. FIG. 9 is a diagram showing an example of a live image displayed on the display of the mobile terminal device according to the first embodiment. FIG. 10 is a diagram showing an example of another state of the live image displayed on the display of the mobile terminal device in the first embodiment. FIG. 11 is a sequence diagram showing the overall processing flow of the service support system according to the first embodiment. FIG. 12 is a sequence diagram following FIG. FIG. 13 is a sequence diagram following FIG. FIG. 14 is a sequence diagram following FIG. FIG. 15 is a sequence diagram following FIG. FIG. 16 is a diagram showing a support start screen displayed on the display of the mobile terminal device in the first embodiment. FIG. 17 is a diagram showing an example of the current status information screen displayed on the display of the mobile terminal device according to the first embodiment. FIG. 18 is a diagram conceptually showing the configuration of the imaging support database stored in the auxiliary storage unit of the multi-function machine in the first embodiment. FIG. 19 is a diagram showing an example of an imaging setting screen displayed on the display of the mobile terminal device according to the first embodiment. FIG. 20 is a diagram conceptually showing the configuration of the defect report database stored in the auxiliary storage unit of the support server in the first embodiment. FIG. 21 is a diagram conceptually showing the configuration of an analysis database stored in the auxiliary storage unit of the support server in the first embodiment. FIG. 22 is a diagram conceptually showing the configuration of the support database stored in the auxiliary storage unit of the support server in the first embodiment. FIG. 23 is a diagram showing an example of a support screen displayed on the display of the mobile terminal device according to the first embodiment. FIG. 24 is a memory map conceptually showing the configuration within the RAM of the main storage unit of the multi-function machine in the first embodiment. FIG. 25 is a memory map conceptually showing the configuration within the RAM of the main storage unit of the portable terminal device in the first embodiment. FIG. 26 is a memory map conceptually showing the configuration within the RAM of the main storage unit of the support server in the first embodiment. FIG. 27 is a flow chart showing the flow of part of the service support task executed by the CPU of the mobile terminal device in the first embodiment. FIG. 28 is a flowchart showing the flow of another portion of the service support task in the first embodiment. FIG. 29 is a flowchart showing the flow of yet another portion of the service support task in the first embodiment. FIG. 30 is a flow chart showing the flow of the rest of the service support task in the first embodiment. FIG. 31 is a flow diagram showing the flow of part of the support support task executed by the CPU of the multi-function device in the first embodiment. FIG. 32 is a flowchart showing the flow of another portion of the support handling task in the first embodiment. FIG. 33 is a flow chart showing the flow of the rest of the support handling task in the first embodiment. FIG. 34 is a flow chart showing the flow of support providing tasks executed by the CPU of the support server in the first embodiment. FIG. 35 is a diagram showing another example of a live image displayed on the display of the mobile terminal device in the first example. FIG. 36 is a flowchart showing the flow of part of the service support task executed by the CPU of the mobile terminal device according to the second embodiment of the present invention. FIG. 37 is a flow chart showing the flow of part of the support support task executed by the CPU of the multi-function device in the second embodiment.

[First embodiment]
A first embodiment of the present invention will be described by taking the service support system 10 shown in FIG. 1 as an example.

As shown in FIG. 1, a service support system 10 according to the first embodiment includes a multi-function device 20, a mobile terminal device 30 and a support server 40. FIG. The multi-function device 20 and the mobile terminal device 30 can be connected to each other wirelessly, for example, by Wi-Fi (registered trademark). The MFP 20 and the support server 40 can be connected to each other via the network 50 . Network 50 is, for example, the Internet.

The MFP 20 is a type of image forming apparatus and has multiple functions such as a copy function, a printer function, an image scanner function, and a facsimile function. This multi-function device 20 is installed, for example, in an office.

Mobile terminal device 30 is, for example, a smartphone. This mobile terminal device 30 is owned by a service person (not shown) who is in charge of maintenance of the multifunction machine 20 . As will be described later, the mobile terminal device 30 functions as a service support terminal device when a dedicated service support application is installed therein and the service support application is activated. The mobile terminal device 30 functioning as the service support terminal device provides support information useful for resolving the problem during maintenance of the multifunction device 20 by a service person, especially when a problem occurs in the multifunction device 20. It can be obtained from the support server 40 , and more precisely, it can be obtained via the multi-function device 20 . That is, the service person can receive support for resolving the problem of the multi-function device 20 by using the mobile terminal device 30 that functions as a service support terminal device.

The support server 40 constitutes a support site as a provider of the aforementioned support information. In addition, the support server 40 functions as an analysis device that analyzes in detail problems that have occurred in the MFP 20 when providing support information. Note that the support server 40 is operated by, for example, the manufacturer of the MFP 20 or an affiliated company of the manufacturer, and is installed at a location different (remote) from the installation location of the MFP 20 .

Focusing on the multi-function device 20, as shown in FIG. 2, the multi-function device 20 has a so-called body interior space 20a that opens outward near the center of its main body, and this body interior space 20a is exhausted. It is a so-called in-body paper ejection type device, which is used as a paper section. 2 is an external view showing the front (front), plane (top), and left side (left side) of the MFP 20. As shown in FIG. That is, the vertical direction in FIG. 2 corresponds to the vertical direction of the MFP 20 . 2 corresponds to the front of the MFP 20, and the oblique upper left in FIG. 2 corresponds to the left side of the multi-function device 20, and the right side of the multi-function device 20 corresponds to the right side.

An image reading section 202 as an example of image reading means is provided on the upper portion of (the main body of) the multifunction machine 20 . The image reading unit 202 performs image reading processing of reading an image of a document (not shown) and outputting two-dimensional read image data corresponding to the image of the document. Therefore, the image reading unit 202 has a document platen (not shown) on which a document is placed. The document platen is formed of a transparent member such as glass in the shape of a substantially rectangular flat plate, and is provided in a state in which both main surfaces thereof extend along the horizontal direction. The upper surface of the two main surfaces of the document platen is the document placement surface. An image reading unit (not shown) having a light source, a mirror, a lens, a line sensor, etc., and an image reading position (not shown) by the image reading unit are moved along the lower surface of the document table ( A driving mechanism (not shown) for scanning is provided. That is, the image reading position of the image reading unit is moved by the drive mechanism while the document is placed on the platen, so that the image of the document is read by a so-called fixed reading method. In addition, an automatic document feeder (ADF) 204 that also serves as a document pressing cover for pressing a document placed on the document table is provided above the document table.

The automatic document feeder 204 is provided so as to be able to transition between a state in which the upper surface of the document platen (original placement surface) is exposed to the outside and a state in which the upper surface of the document platen is covered. For this reason, the automatic document feeder 204 is coupled to the main body (housing) of the multifunction machine 20 via a suitable fulcrum support member such as a hinge (not shown). Note that FIG. 2 shows a state in which the automatic document feeder 204 covers the upper surface of the document platen. Also, when the automatic document feeder 204 is in a state where the upper surface of the document platen is covered as shown in FIG. ), it performs its proper function when the object is not placed.

That is, the automatic document feeder 204 has a document placement tray 204a. A document, strictly speaking, a sheet-like document can be placed on the document placement tray 204a, and in particular, a plurality of documents can be placed in a layered manner. Then, the automatic document feeder 204 automatically takes in the documents placed on the document tray 204a sheet by sheet (sheet by sheet). A document taken into the automatic document feeder 204 is sent to the upper surface of the document platen, and more specifically, is sent to the image reading position by the image reading unit described above. As a result, the image of the document is read by a so-called skimming method. After that, the document is discharged to the document discharge tray 204 b of the automatic document feeder 204 .

Furthermore, below the image reading section 202, an image forming section 206 as an example of image forming means is provided. The image forming unit 206 forms an image based on appropriate image data such as the aforementioned read image data on a sheet of paper as a sheet-like image recording medium (not shown), that is, prints the image. This image forming process is performed, for example, by a known electrophotographic method. Therefore, the image forming unit 206 includes a photosensitive drum, a charging device, an exposure device, a developing device, a transfer device, a fixing device, a cleaning device, a neutralization device, and the like (not shown). The paper after the image forming process by the image forming section 206, that is, the printed paper is discharged into the inner space 20a, and more precisely, is discharged to the paper discharge tray 208 provided in the inner space 20a. Note that the image forming unit 206 is not limited to the electrophotographic method, and may perform image forming processing by, for example, an inkjet method.

Below the image forming unit 206 , in other words, below the MFP 20 , a paper feeding unit 210 as an example of a paper feeding unit is provided. The paper feed section 210 has one or more, for example four, paper feed cassettes 210a, 210a, . Each of the paper feed cassettes 210a, 210a, . . . accommodates sheets of appropriate sizes, for example, sheets of different sizes, and strictly speaking, can accommodate a plurality of sheets in a stacked manner. A manual feed tray (not shown), which is an auxiliary paper feed tray, is provided on the right side of the multifunction device 20 . Sheets of any size are placed on this manual feed tray, and strictly speaking, a plurality of sheets can be placed in a layered manner. The paper feeding unit 210 supplies the image forming unit 206 with sheets from one of the paper feeding cassettes 210a, 210a, . . . Strictly speaking, the uppermost paper feed cassette 210b among the paper feed cassettes 210a, 210a, . . . The lower three paper feed cassettes 210c, 210c and 210c of the paper feed cassettes 210a, 210a, .

In addition, an approximately rectangular plate-shaped operation unit 212 is provided on the upper portion of the multifunction device 20 and at the front portion of the main body of the multifunction device 20 . The operation unit 212 has one side edge coupled to the main body of the multi-function device 20 and is rotatable about the one side edge as an axis. One main surface of the operation unit 212 (main surface facing upward in FIG. 2) is an operation surface, and a display 212b with a touch panel 212a is provided on this operation surface.

A display 212b with a touch panel 212a is a component in which a display 212b having a rectangular display surface and a sheet-like touch panel 212a provided so as to overlap the display surface of the display 212b are integrally combined. be. Among them, the touch panel 212a is an example of an operation receiving unit capable of receiving a touch operation by a user (not shown) who uses the multifunction device 20, and is, for example, a projected capacitive panel. The display 212b is an example of second display means according to the present invention, such as a liquid crystal display (LCD). Note that the touch panel 212a is not limited to the projection type capacitive type, and may be a surface type capacitive type panel, an electromagnetic induction type panel, a resistive film type panel, an infrared type panel, or the like. Also, the display 212b is not limited to a liquid crystal display, and may be an organic electroluminescence (EL) display or the like.

A user typically stands in front of the multifunction device 20 to use the multifunction device 20 and, in particular, to operate the operation unit 212 (touch panel 212a). In order to improve the operability and visibility of the operation surface of the operation unit 212 (display 212b) by the user at that time, the operation unit 212 rotates about the connecting portion with the main body of the multifunction machine 20 as described above. It is provided movably, ie the angle of the operating surface with respect to the user is adjustable. In addition to the touch panel 212a, the operation unit 212 has appropriate hardware switches such as push button switches. In addition to the display 212b, the operation unit 212 has an appropriate light emitter such as a light emitting diode (LED).

Various optional devices such as the aforementioned three-stage paper feeding desk 210d are prepared for this multi-function machine 20, and FIG. As shown, there is an inner finisher 220 mounted in the body interior space 20a. The inner finisher 220 is a device that staples a plurality of printed sheets together in units of copies. The stapled paper is discharged to a finisher tray 220 a provided in the inner finisher 220 . When the inner finisher 220 is attached to the inner space 20a, the discharge tray 208 is removed. Also, at an appropriate position of the inner finisher 220, for example, in the vicinity of the paper discharge section 220b, a synchronization trigger LED 220c is provided as an example of a light emitting means according to the present invention. The synchronization trigger LED 220c will be described later in detail.

FIG. 4 is a block diagram showing the electrical configuration of the MFP 20 including the inner finisher 220. As shown in FIG. As shown in FIG. 4, the MFP 20 includes an image reading unit 202, an automatic document feeder 204, an image forming unit 206, a paper feeding unit 210, an operation unit 22, an inner finisher 220, a control unit 230, It includes an auxiliary storage unit 232, a communication unit 234, and the like. These are connected to each other via a common bus 240 . Image reading unit 202, automatic document feeder 204, image forming unit 206, paper feeding unit 210, operation unit 212, and inner finisher 220 are as described above. Also, in FIG. 4, illustration of elements that are not directly related to the gist of the present invention is omitted.

The control unit 230 is an example of control means of the multifunction device 20 that controls the entire multifunction device 20 . For this reason, the control unit 230 has a computer, for example, a CPU 230a, as a means for executing control of the multi-function device 20. FIG. In addition, the control unit 230 has a main storage unit 230b as main storage means that can be directly accessed by the CPU 230a. The main storage unit 230b includes ROM and RAM (not shown). The ROM stores a control program (firmware) for controlling the operation of the CPU 230a. The RAM constitutes a working area and a buffer area when the CPU 230a executes processing based on the control program.

The auxiliary storage unit 232 is an example of auxiliary storage means of the MFP 20 . That is, the auxiliary storage unit 232 appropriately stores various data such as the aforementioned read image data. In addition, the auxiliary storage unit 232 stores an imaging support database (DB) 232a, which will be described later. This auxiliary storage unit 232 has, for example, a hard disk drive (not shown). In addition, the auxiliary storage unit 232 may have rewritable nonvolatile memory such as flash memory.

The communication unit 234 is an example of communication means of the MFP 20 . The communication unit 234 is responsible for connection with the mobile terminal device 30 via the aforementioned Wi-Fi, and strictly functions as an access point for the Wi-Fi. In addition, the communication unit 234 is responsible for connection with the support server 40 via the network 50 described above, and strictly speaking, is connected with the network 50 via an in-house LAN (not shown). Further, the communication unit 234 is responsible for connection with a public switched telephone network (not shown), and more specifically, also for facsimile communication via the public switched telephone network.

Although not shown in FIG. 4, the inner finisher 220 is provided with the synchronization trigger LED 220c as described above. Although not shown in the figures including FIG. 4, it is also possible to externally control a suitable position of the multi-function device 20, particularly in the vicinity of a mechanically driven mechanical drive unit such as a motor, rollers, and clutches. Similar synchronization trigger LEDs are also appropriately provided at appropriate visible positions.

Next, focusing on the mobile terminal device 30, the mobile terminal device 30 includes a control unit 302, an auxiliary storage unit 304, a communication unit 306, an operation display unit 308, a camera 310, etc., as shown in FIG. These are connected to each other via a common bus 320 . 5 also omits illustration of elements that are not directly related to the gist of the present invention.

The control unit 302 is an example of control means of the mobile terminal device 30 that controls the entire mobile terminal device 30 . For this reason, the control unit 302 has a CPU 302 a as control executing means of the mobile terminal device 30 . In addition, the control unit 302 has a main storage unit 302b as main storage means of the mobile terminal device 30. FIG. The main storage unit 302b includes ROM and RAM (not shown). The ROM stores a control program for controlling the operation of the CPU 302a. The RAM constitutes a working area and a buffer area when the CPU 302a executes processing based on the control program.

The auxiliary storage unit 304 is an example of auxiliary storage means of the mobile terminal device 30 . The auxiliary storage unit 304 appropriately stores various application programs such as the aforementioned service support application and various data such as the aforementioned support information. The auxiliary storage unit 304 includes rewritable nonvolatile memory such as flash memory (not shown).

The communication unit 306 is an example of communication means of the mobile terminal device 30 . The communication unit 306 is responsible for connection with the multifunction device 20 via Wi-Fi, and is strictly not limited to connection with the multifunction device 20, but also various wireless devices via the Wi-Fi. responsible for two-way communication between In addition, the communication unit 306 is responsible for two-way communication via the mobile communication network. Further, the communication unit 306 is also responsible for short-range wireless communication conforming to short-range wireless communication standards such as Bluetooth (registered trademark) and ISO/IEC18092 (so-called NFC). In addition, the communication unit 306 is also responsible for infrared communication conforming to infrared communication standards such as IrDA (registered trademark). The communication unit 306 is also responsible for two-way communication according to a predetermined wired communication standard such as USB.

The operation display unit 308 has a display 308b with a touch panel 308a. A display 308b with a touch panel 308a is a component in which a display 308b having a rectangular display surface and a sheet-like touch panel 308a provided so as to overlap the display surface of the display 308b are integrally combined. be. Among them, the touch panel 308a is an example of an operation receiving means capable of receiving a touch operation by a user (not shown) who uses the mobile terminal device 30, that is, a serviceman, and is, for example, a projected capacitive panel. . The display 308b is an example of first display means according to the present invention, such as a liquid crystal display. Note that the touch panel 308a is not limited to the projection type capacitive type panel, and may be a surface type capacitive type panel or the like. Moreover, the display 308b is not limited to a liquid crystal display, and may be an organic electroluminescence display or the like.

Camera 310 is an example of imaging means according to the present invention, and is, for example, a digital camera employing a CCD image sensor or a CMOS image sensor. This camera 310, strictly speaking, the mobile terminal device 30 including the camera 310, can capture both still images and moving images. Note that the camera 310 includes an in-camera provided on the operation display unit 308 side (front side) of the mobile terminal device 30 and an out-camera provided on the opposite side (back side) of the operation display unit 308 side of the mobile terminal device 30 . Although two (or more) cameras may be included, only one camera 310 is shown in FIG. 5 for convenience of explanation.

Next, focusing on the support server 40, the support server 40 includes a control unit 402, an auxiliary storage unit 404, a communication unit 406, etc., as shown in FIG. These are connected to each other via a common bus 410 . In FIG. 6 as well, illustration of elements that are not directly related to the gist of the present invention is omitted.

The control unit 402 is an example of control means of the support server 40 that controls the entire support server 40 . For this reason, the control unit 402 has a CPU 402 a as control execution means for the support server 40 . In addition, the control unit 402 has a main storage unit 402b as main storage means of the support server 40. FIG. The main storage unit 402b includes ROM and RAM (not shown). Among them, the ROM stores a control program for controlling the operation of the CPU 402a. The RAM constitutes a working area and a buffer area when the CPU 402a executes processing based on the control program.

The auxiliary storage unit 404 is an example of auxiliary storage means of the support server 40 . This auxiliary storage unit 404 has, for example, a large-capacity hard disk drive. Various data are appropriately stored in the auxiliary storage unit 404 . In addition, the auxiliary storage unit 404 stores a defect report database 404a, an analysis database 404b, and a support database 404c, which will be described later.

The communication unit 406 is an example of communication means of the support server 40 . The communication unit 406 is responsible for connection with the multi-function device 20 via the network 50 described above, and strictly speaking, is not limited to connection with the multi-function device 20 , and is responsible for two-way communication via the network 50 .

As described above, the mobile terminal device 30 functions as a service support terminal device by activating the service support application installed therein. By using the mobile terminal device 30 that functions as the service support terminal device, the service person can receive support for resolving the problem of the multi-function device 20 .

At this time, the MFP 20 is operated on a trial basis, and more specifically, the operation of the function in which the problem has occurred among the multiple functions of the MFP 20 is performed on a trial basis, so to speak, a test job is executed. This will attempt to reproduce the problem.

At this time, the mobile terminal device 30 (camera 310) captures a moving image of the location where the malfunction of the multi-function device 20 occurs, more specifically, of a specific mechanical driving unit from which the state of the malfunction can be visually observed. For example, if the malfunction of the multi-function device 20 is a paper jam in the inner finisher 220 described above, a moving image is captured with the paper discharge section 220b of the inner finisher 220 as the main imaging target. It should be noted that although it is difficult to understand from FIG. Since the state can be visually observed from the outside, a moving image is captured with the paper discharge unit 220b as a main imaging target. This moving image is sent to the support server 40 , strictly speaking, sent to the support server 40 via the multi-function device 20 .

At the same time, the execution log of the test job is stored (recorded) by the MFP 20 (CPU 230a). This execution log is also sent to the support server 40 .

The support server 40 analyzes the problem in detail based on the moving image and the execution log, and generates support information including a procedure for resolving the problem. Select the one that matches the problem from among the above. This support information is sent to the multi-function device 20 and further to the mobile terminal device 30 . As a result, the serviceman can obtain useful support information to solve the problem, that is, receive support.

Further, the support server 40 accumulates analysis results of failures. This accumulated analysis result is subjected to processing for investigating the cause of the malfunction. By investigating the cause of the problem, it is expected that the occurrence of the problem can be prevented and the reliability of the MFP 20 can be improved.

By the way, as described above, in order to analyze a problem in detail based on the moving image and the execution log, it is essential to align the time reference between the moving image and the execution log. It is essential.

Therefore, in the first embodiment, when a moving image is captured, in addition to the defect occurrence location of the MFP 20 (specifically, a specific mechanical driving unit where the state of the defect can be visually observed), the MFP 20 is included in the moving image, that is, the imaging range 1000 (see FIG. 7) of the moving image is determined so that the changing portion can be changed in visual mode. For example, if the malfunction of the MFP 20 is a paper jam in the inner finisher 220, as shown in FIG. Accordingly, the imaging range 1000 is determined so that at least one of the display 212b of the multi-function device 20 and the above-described synchronization trigger LED 220c is accommodated as a changing portion. Note that FIG. 7 shows a state in which both the display 212b and the synchronization trigger LED 220c of the multifunction device 20 are within the imaging range 1000. FIG.

Then, at an appropriate timing when moving images are captured, at least one of the display 212b as a changing unit and the synchronization trigger LED 220c is changed in visual mode as shown in FIG. It is lit in a specific manner, so-called flash lighting. Strictly speaking, the display 212b is set to display in a flashing manner. Also, FIG. 8 shows a state in which both the display 212b and the synchronization trigger LED 220c are flashed.

Here, for example, assuming that the point in time when the shooting of the moving image is started is the first point in time, the test job is started at the second point in time after the first point in time. Assuming that the time point at which the test job is completed is the third time point, and the time point at which the test job is stopped (forcibly stopped) due to the problem is the fourth time point, the time point is after the first time point and the third time point is At a fifth time point, which is earlier than the earlier of the time point and the fourth time point, at least one of the display 212b and the synchronization trigger LED 220c flashes. This fifth point in time may be substantially the same point in time as the second point in time. Furthermore, the execution log is stored for a predetermined period from at least the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point. Strictly speaking, a log representing the operation history of the MFP 20 is always stored, and a portion of this log for a predetermined period is treated as a test job execution log. In addition, the moving image capturing started at the first point in time continues at least until the later point in time between the third point in time and the fourth point in time.

By doing so, the state of the defect occurrence point from the start of the test job to the completion of the test job or the stop of the test job due to the defect can be captured in the moving image. , is stored as an execution log. At the same time, a state in which at least one of the display 212b and the synchronous trigger LED 220c as the changing portion of the multifunction device 20 is flashed is captured in a moving image and stored as an execution log.

Therefore, the moment when at least one of the display 212b and the synchronous trigger LED 220c in the moving image flashes is used as the time reference in the moving image, and at least one of the display 212b and the synchronous trigger LED 220c in the execution log flashes. The instant the light is turned on is used as the time reference in the execution log, and the two are synchronized by aligning the time references of the two. In addition, based on these two, for example, by comparing the two with each other, it becomes possible to analyze defects more accurately and efficiently.

In addition, in the first embodiment, as shown in FIG. 7, a so-called appropriate (ideal) imaging range 1000 containing the defect occurrence location and the changing portion of the MFP 20 can be easily determined. The following measures are taken.

That is, when a moving image is captured by the mobile terminal device 30, the moving image is displayed on the display 308b of the mobile terminal device 30. A reference frame 2002 as shown in 9 is superimposed and displayed. This reference frame 2002 represents the original (ideal) position of a specific portion of the MFP 20 in the live image 2000, for example, the peripheral edge of the opening of the interior space 20a in FIG. Such a reference frame 2002 is displayed in a layer separate from the live image 2000. FIG. In addition, the reference frame 2002 has a relatively conspicuous aspect, for example, a relatively thick frame line, and is given a relatively conspicuous color such as red or yellow. Note that FIG. 9 shows the MFP 20 with a dashed line, considering that the MFP 20 may not be included in the live image 2000 .

Then, as shown in FIG. 10, the position and orientation of the mobile terminal device 30 (camera 310) are determined so that the periphery of the opening of the interior space 20a of the multifunction device 20 in the live image 2000 matches the reference frame 2002. be done. As a result, an appropriate imaging range 1000 as shown in FIG. 7, that is, an imaging range in which the paper ejection portion 220b of the inner finisher 220 and at least one of the display 212b and the synchronization trigger LED 220c as the changing portion are included. 1000 is easily determined. In addition, in FIG. 10, the reference frame 2002 is indicated by a dashed line for ease of viewing. In addition, when the live image 2000 is displayed, an appropriate content including content prompting the service person to match a specific portion of the multifunction peripheral 20 in the live image 2000 (a portion to be matched with the reference frame 2002) with the reference frame 2002 is displayed. message (character string) may be displayed.

The overall processing flow of the service support system 10 in the first embodiment is shown in FIGS. 11 to 15, for example.

That is, when the service support application installed in the mobile terminal device 30 is activated, immediately after that, at time t1 (see FIG. 11), the display 308b of the mobile terminal device 30 shows support start as shown in FIG. Screen 3000 is displayed.

At the top of this support start screen 3000, a horizontally long strip-shaped title bar 3002 is arranged. An appropriate character string 3004 representing the name of the service support application is arranged within the title bar 3002, more specifically, at the left position within the title bar 3002. FIG. In addition, a menu button 3006, which is a software key (operator) having an appropriate shape, is arranged at the right side of the title bar 3002. FIG. Although detailed description including illustration is omitted, when the menu button 3006 is operated (tapped), a menu screen is displayed. This menu screen includes setting buttons for performing various settings related to the service support application, but since the menu screen is not directly related to the gist of the present invention, detailed description thereof is omitted here. do.

Under the title bar 3002 on the support start screen 3000, an appropriate character string 3008 indicating that the support is about to start is arranged. Furthermore, below the character string 3008, an appropriate character string 3010 representing a brief description of the [Connect] button 3014, which will be described later, is arranged. In addition, below the character string 3010, an appropriate character string 3012 representing a brief description of a [Cancel] button 3016, which will be described later, is arranged.

Below this character string 3012, there are two software keys: a [connect] button 3014 with a character string "connect" and a [cancel] button 3016 with a character string "cancel". Arranged vertically. Among them, a [connect] button 3014 is an operator for instructing wireless connection by Wi-Fi with the multifunction peripheral 20 to be supported in order to start the support. On the other hand, the [Cancel] button 3016 is an operator for instructing to cancel the start of support, that is, to end the service support application.

Assume that the [Connect] button 3014 is operated on the support start screen 3000, for example. Then, the mobile terminal device 30 issues a connection request to the multi-function device 20 for requesting connection by Wi-Fi. At this time, it is desirable for the service person to perform the work including the operation of the portable terminal device 30 in the vicinity of the multifunction device 20 , for example, within the reach of the multifunction device 20 .

Note that when the [Cancel] button 3016 on the support start screen 3000 is operated, a termination confirmation screen (not shown) is displayed on the display 308 b of the mobile terminal device 30 instead of the support start screen 3000 . Appropriate character strings including contents to inquire of the serviceman as to whether or not the support should be terminated are arranged on this termination confirmation screen. In addition, a [Yes] button with a character string "Yes" and a [No] button with a character string "No" are arranged on the end confirmation screen. When the [Yes] button is operated, the termination confirmation screen is closed and the service support application is terminated, that is, the support is terminated. On the other hand, when the [No] button is operated, the support start screen 3000 is again displayed on the display 308b of the mobile terminal device 30 instead of the end confirmation screen.

Returning to FIG. 11, at time t3 after time t1, when the [Connect] button 3014 on the support start screen 3000 (see FIG. 16) is operated, the mobile terminal device 30 sends the MFP 20 a message as described above. , a connection request is made. This connection request is accepted by the MFP 20 at time t5 immediately after time t3. Then, at time t7 after time t5, the multi-function device 20 gives connection permission to the mobile terminal device 30 as a response to the connection request from the mobile terminal device 30. FIG. Further, at time t9 immediately after time t7, the multi-function device 20 performs settings for establishing Wi-Fi connection with the mobile terminal device 30. FIG.

The connection permission given from the MFP 20 to the mobile terminal device 30 is accepted by the mobile terminal device 30 at time t11 immediately after time t7. Then, at time t13 after time t11, the mobile terminal device 30 performs settings for establishing Wi-Fi connection with the multi-function device 20. FIG. As a result, a Wi-Fi connection is established between the MFP 20 and the mobile terminal device 30 .

Then, at time t15 after time t13, the portable terminal device 30 issues a transmission request to the multifunction device 20 to request transmission of current status information indicating the current state of the multifunction device 20. FIG. This transmission request is accepted by the multi-function device 20 at time t17 immediately after time t15. In response to this, the multi-function device 20 confirms the current state of the multi-function device 20 itself at time t19 after time t17. Then, at time t21 (see FIG. 12) after time t19, the multi-function device 20 transmits the current status information based on the confirmation result at time t19 to the mobile terminal device 30. FIG. This current state information includes device information related to the configuration of the multifunction device 20, such as the type of the multifunction device 20, the presence or absence of an optional device, and the content (model) of the optional device if it is installed. In addition, the current status information includes defect information indicating whether or not a defect has occurred in the MFP 20, and if a defect has occurred, the content (type) of the defect.

The current status information transmitted from the MFP 20 to the mobile terminal device 30 is received by the mobile terminal device 30 at time t23 immediately after time t21. 17 is displayed on the display 308b of the mobile terminal device 30 at time 25 after time t23, instead of the support start screen 3000 (see FIG. 16).

At the top of the current status information screen 3100, a title bar 3102 similar to that of the support start screen 3000 is arranged. In the title bar 3102, a character string 3104 similar to that on the support start screen 3000 and a menu button 3106 similar to that on the support start screen 3000 are arranged.

Further, below the title bar 3102, an appropriate character string 3108 is arranged to indicate the current state of the MFP 20 as follows (the area below the character string 3108). Below the character string 3108, a character string 3110 representing the model of the MFP 20 is arranged. The model of the MFP 20 represented by this character string 3110 is based on the device information described above. In addition, below the character string 3110, a character string 3112 representing the configuration of the multi-function device 20, in particular, the content of optional devices actually installed in the multi-function device 20 is arranged. The content of the optional device represented by this character string 3112 is also based on the device information described above. Note that FIG. 17 is an example in which a character string 3112 indicates that the MFP 20 is equipped with a three-stage paper feed desk 210d (see FIG. 2) and an inner finisher 220 (see FIG. 3, etc.) as optional devices. indicates

In addition, below the character string 3112, a character string 3114 representing the presence/absence of defects is arranged. Whether or not there is a defect represented by this character string 3114 is based on the aforementioned defect information. Then, when a problem has occurred, a character string 3116 representing the content of the problem is arranged below the character string 3114 . The content of the defect represented by this character string 3116 is also based on the aforementioned defect information. In addition, a radio button 3118 corresponding to the character string 3116 is arranged near the character string 3116 , for example, to the left of the character string 3116 . This radio button 3118 is an operator for selecting a problem to be solved. In FIG. 17, a character string 3114 indicates that a problem has occurred in the MFP 20, and a character string 3116 indicates that the content of the problem is a paper jam in the inner finisher 220. Here is an example represented by Also, although illustration is omitted, if multiple malfunctions have occurred in the MFP 20, a plurality of character strings 3116 corresponding to these multiple malfunctions are arranged, and a plurality of radio buttons 3118 are arranged. be. In this case, by operating (one of) a plurality of radio buttons 3118, a problem to be solved is arbitrarily selected. If there is only one problem that has occurred in the multi-function device 20, only one character string 3116 corresponding to the problem is arranged as shown in FIG. 17, and only one radio button 3118 is also arranged. be. Then, the radio button 3118 is turned on (selected) or is grayed out or otherwise inoperable.

Further, below the character string 3116 and the radio button 3118, in other words, at the bottom of the current status information screen 3100, a [Continue] button 3120 with the character string "Continue" and the character string "Cancel" are added. [Cancel] button 3122 are arranged side by side, for example. Among them, a [Continue] button 3120 is an operator for instructing continuation of (receiving) support. On the other hand, the [Cancel] button 3122 is an operator for instructing to cancel the support, that is, to terminate the service support application.

Assume that the [Continue] button 3120 is operated on the current status information screen 3100 shown in FIG. 17, for example. Then, the mobile terminal device 30 issues a first continuation notification to the MFP 20 to notify that the support will continue. This first continuation notification includes defect selection information representing the defect selected by the radio button 3118 .

Note that when the [Cancel] button 3122 on the current status information screen 3100 is operated, instead of the current status information screen 3100, a termination confirmation screen (not shown) similar to that described above is displayed on the display 308b of the mobile terminal device 30. . For example, when the [Yes] button is operated on this termination confirmation screen, the termination confirmation screen is closed and the service support application is terminated. On the other hand, when the [No] button on the termination confirmation screen is operated, the current status information screen 3100 is displayed again on the display 308b of the mobile terminal device 30 instead of the termination confirmation screen.

Returning to FIG. 12, at time t27 after time t25, when the [Continue] button 3120 on the current status information screen 3100 (see FIG. 17) is operated, the mobile terminal device 30 sends the MFP 20 a message as described above. , the first continuation notification is made. This first continuation notification is received by the multi-function device 20 at time t29 immediately after time t27. Then, at time t31 after time t29, the multi-function device 20 selects imaging support information corresponding to the problem selection information included in the first continuation notification, that is, according to the problem to be solved.

Specifically, the auxiliary storage unit 232 (see FIG. 4) of the multi-function device 20 stores the imaging support database 232a as described above. As shown in FIG. 18, the imaging support database 232a stores a plurality of pieces of imaging support information corresponding to various situations such as the location of the problem and the content of the problem.

That is, in the imaging support database 232a, an appropriately determined management number is used as a main key, and a defect occurrence location, defect content, job type (copy job, print job, etc.), job conditions (document size, paper size, etc.), Data such as reference frame, flash target, imaging start timing, and imaging duration are stored. In particular, the reference frame is data for displaying the aforementioned reference frame 2002 (see FIG. 9, etc.), and is determined particularly according to the defect occurrence location and defect content. The flash target is data representing a changing portion (candidate) that can be flashed, and is also determined according to the defect occurrence location and the defect content. Furthermore, the imaging start timing is data representing an initial value of the imaging start timing, which will be described later, and is determined particularly according to the job type. The imaging continuation time is data representing the imaging continuation time of the moving image, and is also determined according to the job type.

Returning to FIG. 12, at time t31, the multi-function device 20 refers to the imaging support database 232a and selects from among the plurality of pieces of imaging support information stored in the imaging support database 232a according to the defect selection information. Select imaging support information. Then, at time t33 after time t31, the multi-function device 20 transmits the imaging support information selected at time t31 to the mobile terminal device 30. FIG.

The imaging support information transmitted from the MFP 20 to the mobile terminal device 30 is received by the mobile terminal device 30 at time t35 immediately after time t33. 19 is displayed on the display 308b of the mobile terminal device 30 at time 37 after time t35, instead of the current information screen 3100 (see FIG. 17).

A title bar 3202 similar to that of the support start screen 3000 (see FIG. 16) is arranged at the top of this imaging setting screen 3200 . In the title bar 3202, a character string 3204 similar to that on the support start screen 3000 and a menu button 3206 similar to that on the support start screen 3000 are arranged.

Furthermore, below the title bar 3202, an appropriate character string 3208 indicating that a moving image is to be captured is arranged. Below the character string 3208, a character string 3210 representing the model of the MFP 20, that is, similar to the character string 3110 on the current status information screen 3100, is arranged.

In addition, below character string 3210 is an appropriate character string 3212 suggesting the function of radio button 3214, which will be described below. Below the character string 3212, one or three radio buttons 3214, 3214 and 3214 are arranged vertically. In addition, three character strings 3216, 3216 and 3216 corresponding to each radio button 3214, 3214 and 3214 are arranged near each radio button 3214, 3214 and 3214, for example, on the right side. Each of the radio buttons 3214, 3214 and 3214 is an operator for selecting an object (change portion) to flash. For example, the radio button 3214a at the top is an operator for selecting only the display 308b as a target for flash lighting. The middle radio button 3214b is an operator for selecting only the synchronous trigger LED (220c) as a target for flash lighting. The radio button 3214c at the bottom is an operator for selecting both the display 308b and the synchronous trigger LED as flash lighting targets.

Note that FIG. 19 shows a state in which the lowest radio button 3214c is turned on, that is, a state in which both the display 308b and the synchronous trigger LED are selected as flash lighting targets. Moreover, although illustration is abbreviate|omitted. If the changing portion (candidate) that can be flashed is only one of the display 308b and the synchronization trigger LED, the radio button 3214 and the character string 3216 corresponding to the changing portion that can be flashed are displayed. Only one is provided. In this case, the radio button 3214 is turned on or in an inoperable state such as grayed out. The changing portion that can be flashed (which one) is based on the flash target data (see FIG. 18) included in the imaging support information described above.

In addition, below each radio button 3214, 3214 and 3214 and each text string 3216, 3216 and 3216 is an appropriate text string 3218 suggesting the function of field 3220, which will be described below. In a field 3220, an imaging start timing, which is a period from when a [Continue] button 3222 (to be described later) is operated until imaging of a moving image is started, is input. Although detailed description including illustration is omitted, in the field 3220, the imaging start timing can be input in units of one second, for example. Also, when the imaging setting screen 3200 is initially displayed, an initial value according to the imaging start timing data (see FIG. 18) included in the imaging support information is input in the field 3220 . Note that FIG. 19 shows a state in which a value of "5" is input in the field 3220, that is, a state in which a value of "5" seconds is input as the imaging start timing.

Under the field 3220, in other words, at the bottom of the imaging setting screen 3200, a [Continue] button 3222 with a character string "Continue" and a [Cancel] button with a character string "Cancel" are displayed. 3224 are arranged side by side, for example. Among them, the [Continue] button 3222 is an operator for instructing the continuation of (receiving) support. On the other hand, the [Cancel] button 3224 is an operator for instructing to cancel the support, that is, to terminate the service support application.

Assume that the [Continue] button 3222 is operated on the imaging setting screen 3200 shown in FIG. 19, for example. Then, the mobile terminal device 30 issues a second continuation notification to the MFP 20 to notify that the support will continue. This second continuation notification includes flash target information representing the flash target selected by (one of) the radio buttons 3214, 3214 and 3214, and the imaging start timing input in the field 3220 representing the imaging start timing. information is included.

Note that when the [Cancel] button 3224 on the imaging setting screen 3200 is operated, instead of the imaging setting screen 3200, a termination confirmation screen (not shown) similar to that described above is displayed on the display 308b of the mobile terminal device 30. . For example, when the [Yes] button is operated on this termination confirmation screen, the termination confirmation screen is closed and the service support application is terminated. On the other hand, when the [No] button on the termination confirmation screen is operated, the imaging setting screen 3200 is displayed again on the display 308b of the mobile terminal device 30 instead of the termination confirmation screen.

Returning to FIG. 12, after the imaging setting screen 3200 (see FIG. 19) is displayed on the display 308b at time t37, the [Continue] button 3222 on the imaging setting screen 3200 is operated at time 39 (see FIG. 13). Then, the portable terminal device 30 issues the second continuation notification to the multi-function device 20 as described above. This second continuation notification is accepted by the multi-function device 20 at time t41 immediately after time t39. In addition, at time t43 after time t39, the aforementioned live image 2000 (see FIG. 9) is displayed on the display 308b of the mobile terminal device 30. FIG.

When receiving the second continuation notification from the mobile terminal device 30, the multi-function device 20 prepares for executing the test job at time 45 after time t41 when the second continuation notification is received. For example, the multi-function device 20 sets (specifies) the flash target based on the flash target information included in the second continuation notification. In addition, the MFP 20 sets the timing for starting the test job based on the imaging start timing information included in the second continuation notice. The timing of starting the test job is set to the point of time when a predetermined period of time has elapsed from the point of time when the imaging start timing has elapsed, with the point of time t41 at which the second continuation notification is received. The predetermined period referred to here is, for example, about one second to several seconds, but may be arbitrarily changed.

On the other hand, on the mobile terminal device 30 side, at time t47 after time t43, more specifically, at time t47 after the imaging start timing has elapsed with time t43 as the base point, capturing of the moving image is started. At this time, as described with reference to FIG. 10, the portable terminal is positioned so that a specific portion of the multifunction device 20 in the live image 2000 (in FIG. The position and orientation of device 30 are determined. Note that time t47 corresponds to the above-described first time.

Then, at time t49 after time t45, at time t49 after time t45, the imaging start timing has elapsed from time t41, and furthermore, at time t49 after the above-described certain period of time has elapsed, (target to be flashed) ) is flashed (at least one of the display 308b and the synchronization trigger LED (220c)). In addition, the test job is started at time t51, which is substantially the same as time t49. Note that time t51 corresponds to the above-described second time. Also, time t49 corresponds to the fifth time described above. These time points t49 and t51 may be slightly different, and in that case, either one may be earlier (later).

The test job started at time t51 is completed or stopped due to a failure at time t53 after time t51. Note that time t53 when the test job is completed corresponds to the above-described third time. Also, time t53 when the test job is stopped due to a problem corresponds to the above-described fourth time. Basically, time t53 (third time) when the test job is completed is later than time t53 (fourth time) when the test job is stopped due to a problem.

Further, on the portable terminal device 30 side, at time t55 after time t53, more specifically, at time t55 after the above-described image capturing continuation time has elapsed with time t53 as the base point, capturing of the moving image ends. Note that the imaging continuation time is based on the imaging continuation time data (see FIG. 18) included in the aforementioned imaging support information. This imaging continuation time is set so that time t55 is later than time t53 (strictly speaking, at least time t53 when the test job is completed).

The moving image captured by the mobile terminal device 30 is transmitted to the multi-function device 20 at time t57 after time t55. The moving image is, for example, data (file) in mp4 format, but may be data in any other format.

The moving image transmitted from the mobile terminal device 30 to the multi-function device 20 is received by the multi-function device 20 at time t59 after time t57. After receiving the moving image, in other words, at time t61 (see FIG. 14) after time t59, the multi-function device 20 generates defect report data including the moving image and the execution log of the test job. Note that the multi-function device 20 always stores a log as described above, and extracts a portion of this log, for example, from just before time t49 to just after time t53 as an execution log of the test job.

At time t63 after time t61, the multi-function device 20 requests the support server 40 to start communication. This communication start request is accepted by the support server 40 at time t65 immediately after time t63. In response to this, the support server 40 gives permission to start communication to the multifunction device 20 as a response to the communication start request from the multifunction device 20 at time t67 after time t65. Further, the support server 40 performs settings for establishing communication with the multi-function device 20 at time t69 immediately after time t67.

Permission to start communication given from support server 40 to MFP 20 is accepted by MFP 20 at time t71 immediately after time t67. In response to this, the MFP 20 performs settings for establishing communication with the support server 40 at time t73 immediately after time t71. This establishes communication between the MFP 20 and the support server 40 .

After that, the multi-function device 20 transmits trouble report data to the support server 40 at time t75 after time t73. This trouble report data is received by the support server 40 at time t77 after time t75. The received trouble report data is stored in the trouble report database 404a (see FIG. 6).

More specifically, as shown in FIG. 20, the defect report database 404a contains, with an appropriately determined management number as a main key, the report date (reception start date and time or reception completion date and time), the location of the defect, and the content of the defect. , job type, job condition, flash point, moving image, execution log, etc. are stored. In particular, the flash location is data representing the changing portion (at least one of the display 308b and the synchronization trigger LED (220c)) that is actually flashed. Since the support server 40 handles various electronic devices including the MFP 20, a defect report database 404a similar to that shown in FIG. 20 is provided for each electronic device.

Returning to FIG. 14, after receiving the trouble report data at time t77, in other words, after storing the trouble report data in the trouble report database 404a, at time t79 (see FIG. 15), the support server 40 do the analysis. This analysis is performed based on the trouble report data, more specifically, based on the trouble report data and the analysis database 404b (see FIG. 6).

More specifically, as shown in FIG. 21, the analysis database 404b contains, with an appropriately determined management number as a primary key, a defect occurrence location, defect content, job type, job condition, defect cause, and defect occurrence frequency. , data such as troubleshooting procedures are stored. In particular, the cause of failure, frequency of occurrence of failure, and procedure for failure analysis are derived based on the failure report data obtained so far. It should be noted that the analysis database 404b is also provided for each individual device, similar to the defect report database 404a.

The support server 40 compares the defect report data received at time t77 (see FIG. 14) with the data stored in the analysis database 404b to analyze the defect, and in particular, identify the cause of the defect and the procedure for resolving the defect. presume. At this time, the support server 40 synchronizes the moving image included in the trouble report data with the execution log by the procedure described above. As a result, more accurate and efficient failure analysis is realized. A series of such analyzes may be performed by AI technology.

Returning to FIG. 15 again, the support server 40 generates support information at time t81 after time t79, and strictly speaking, matches the analysis result at time t79 from the support database 404c (see FIG. 6). Select supporting information.

More specifically, as shown in FIG. 22, the support database 404c contains, with an appropriately defined management number as a primary key, a defect occurrence location, defect content, job type, job condition, defect cause, support information, and the like. data is stored. Among them, the support information includes trouble-solving procedures for solving the trouble. It should be noted that the support database 404c is also provided for each individual device, like the defect report database 404a and the analysis database 404b.

The support server 40 selects support information that matches the analysis result at time t79 (see FIG. 15) from the support database 404c. As described above, the support information includes troubleshooting guidelines.

Returning to FIG. 15 again, the support server 40 transmits the support information generated (selected) at time t81 to the multi-function device 20 at time t83 after time t81. Further, at time t85 after time t83, the support server 40 accumulates the analysis results at time t79, that is, reflects them in the analysis database 404b.

The support information transmitted from the support server 40 to the MFP 20 is received by the MFP 20 at time 87 immediately after time t83. This support information is further transmitted, so to speak, transferred from the multi-function device 20 to the mobile terminal device 30 at time t89 after time t87.

The support information transmitted (transferred) from the MFP 20 to the mobile terminal device 30 is received by the mobile terminal device 30 at time t91 immediately after time t89. Then, at time 93 after time t91, a support screen 3300 as shown in FIG.

At the top of this support screen 3300, a title bar 3302 similar to that of the support start screen 3000 (see FIG. 16) is arranged. In the title bar 3302, a character string 3304 similar to that on the support start screen 3000 and a menu button 3306 similar to that on the support start screen 3000 are arranged.

Further below the title bar 3302 is an appropriate text string 3308 indicating that the supporting information is shown below (in the area below the text string 3308). Below the character string 3308, a character string 3310 representing the model of the MFP 20, that is, the character string 3310 similar to the character string 3110 on the current status information screen 3100 (see FIG. 17) is arranged.

In addition, support information is displayed below the character string 3310, and more specifically, a display area 3312 for displaying the support information is arranged. Although detailed description including illustration is omitted, when the support information does not fit in the display area 3312, the display contents of the display area 3312 are scrolled vertically by a predetermined operation (swipe or flick), for example. can be made Further, the display content of the display area 3312 can be enlarged or reduced by another predetermined operation (pinch).

Below the display area 3312, in other words, at the bottom of the support screen 3300, a [TOP] button 3314 with the character string "TOP" and an [End] button with the character string "End" are displayed. 3316 are arranged side by side, for example. Among them, the [TOP] button 3314 is an operator for instructing to display the top of the support information in the display area 3312, that is, to return the support screen 3300 to the initial state in which it was displayed. On the other hand, the [End] button 3316 is an operator for instructing to end the service support application.

By referring to the support screen 3300, more specifically, the support information displayed in the display area 3312, the service person performs maintenance work including resolving the problem. In other words, the serviceman can check the service information useful for the maintenance work without having a paper maintenance procedure manual or the like.

For example, when the [TOP] button 3314 is operated on the support screen 3300, the top of the support information is displayed in the display area 3312 as described above, that is, the initial state when the support screen 3300 was displayed is restored. On the other hand, when the [End] button 3316 is operated, instead of the support screen 3300, a termination confirmation screen (not shown) similar to that described above is displayed on the display 308b of the mobile terminal device 30. FIG. Then, for example, when the [Yes] button is operated on the termination confirmation screen, the termination confirmation screen is closed and the service support application is terminated. On the other hand, when the [No] button on the termination confirmation screen is operated, the support screen 3300 is again displayed on the display 308b of the mobile terminal device 30 instead of the termination confirmation screen.

Here, FIG. 24 shows a memory map 4000 conceptually representing the configuration within the RAM of the main storage unit 230b of the multifunction machine 20. As shown in FIG.

As shown in memory map 4000 , RAM has a program storage area 4100 and a data storage area 4200 . In the program storage area 4100 of these, the aforementioned control program is stored. Specifically, the control programs include a display control program 4102, an operation detection program 4104, an image reading control program 4106, a document feed control program 4108, an image formation control program 4110, a paper feed control program 4112, an auxiliary storage control program 4114, a communication It includes a control program 4116, an inner finisher control program 4118, a support support program 4120, and the like.

The display control program 4102 is a program for generating display screen data necessary for displaying various screens such as a home screen (not shown) on the display 212b. The operation detection program 4104 is a program for detecting an operation state on the touch panel 212a. An image reading control program 4106 is a program for controlling the image reading unit 202 . A document feed control program 4108 is a program for controlling the automatic document feeder 204 . An image forming control program 4110 is a program for controlling the image forming unit 206 . A paper feed control program 4112 is a program for controlling the paper feed unit 210 . The auxiliary storage control program 4114 is a program for controlling the auxiliary storage section 232 . A communication control program 4116 is a program for controlling the communication unit 234 . The inner finisher control program 4118 is a program for controlling the inner finisher 220 . The support support program 4120 is a program for causing the CPU 230a to execute a support support task, which will be described later.

On the other hand, the data storage area 4200 stores various data. The various data include display image generation data 4202, operation data 4204, log data 4206, defect data 4208, transmission/reception data 4210, and the like.

The display image generation data 4202 is data such as polygon data and texture data used for generating display screen data based on the display control program 4102 described above. The operation data 4204 is data representing an operation state of the touch panel 212a, and more specifically, time-series data representing a touch position (coordinates) of a user (including service personnel) on the touch panel 212a. The log data 4206 is log data including the aforementioned execution log. The problem data 4208 is data that indicates whether or not a problem has occurred in the MFP 20, and if so, the details of the problem. The transmission/reception data 4210 is data transmitted/received to/from an external device for the multifunction device 20 including the mobile terminal device 30 and the support server 40 .

FIG. 25 shows a memory map 5000 conceptually representing the configuration within the RAM of the main storage unit 302b of the mobile terminal device 30. As shown in FIG.

As shown in this memory map 5000 , the RAM of the main storage unit 302 b of the mobile terminal device 30 also has a program storage area 5100 and a data storage area 5200 . A control program for the mobile terminal device 30 is stored in the program storage area 5100 of these. Specifically, the control programs include a display control program 5102, an operation detection program 5104, a camera control program 5106, an auxiliary storage control program 5108, a communication control program 5110, a service support program 5112, and the like.

The display control program 5102 is a program for generating display screen data necessary for displaying various screens such as the aforementioned support start screen 3000 on the display 308b. The operation detection program 5104 is a program for detecting an operation state on the touch panel 308a. A camera control program 5106 is a program for controlling the camera 310 . Auxiliary storage control program 5108 is a program for controlling auxiliary storage unit 304 . A communication control program 5110 is a program for controlling the communication unit 306 . The service support program 5112 is a service support application, and more specifically, a program for causing the CPU 302a to execute a service support task, which will be described later.

On the other hand, the data storage area 5200 stores various data. The various data include display image generation data 5202, operation data 5204, imaging data 5206, transmission/reception data 5208, and the like.

The display image generation data 5202 is data such as polygon data and texture data used for generating display screen data based on the display control program 5102 described above. The operation data 5204 is data representing an operation state on the touch panel 308a, and more specifically, time-series data representing a user's touch position on the touch panel 308a. The imaged data 5206 is data imaged by the camera 310, and the imaged data 5206 also includes moving image data. The transmission/reception data 5208 is data transmitted/received to/from an external device for the mobile terminal device 30 , including the MFP 20 .

Furthermore, FIG. 26 shows a memory map 6000 conceptually representing the configuration within the RAM of the main storage unit 402b of the support server 40. As shown in FIG.

As shown in this memory map 6000, the RAM of the main storage unit 402b of the support server 40 also has a program storage area 6100 and a data storage area 6200. FIG. A control program for the support server 40 is stored in the program storage area 6100 of these. Specifically, the control programs include an auxiliary storage control program 6102 , a communication control program 6104 and a support provision program 6106 .

Auxiliary storage control program 6102 is a program for controlling auxiliary storage unit 404 . A communication control program 6104 is a program for controlling the communication unit 406 . The support providing program 6106 is a program for causing the CPU 402a to execute a support providing task, which will be described later.

On the other hand, the data storage area 6200 stores various data. These various data include transmission/reception data 6202 .

This transmission/reception data 6202 is data transmitted/received to/from an external device for the support server 40 , including the mobile terminal device 30 , so to speak, a client.

As described above, the mobile terminal device 30 functions as a service support terminal device by activating the service support application installed therein. Strictly speaking, the CPU 302a of the mobile terminal device 30 functions as a service support terminal device by executing the service support task according to the service support program 5112 (see FIG. 25). 27 to 30 show the flow of service support tasks.

According to this service support task, the CPU 302a first displays a support start screen 3000 (see FIG. 16) on the display 308b in step S1 (see FIG. 27). Then, the CPU 302a advances the process to step S3.

In step S3, the CPU 302a waits for the support start screen 3000 to accept any operation (S3: NO). Then, when the support start screen 3000 receives some kind of operation (S3: YES), the CPU 302a advances the process to step S5.

In step S<b>5 , the CPU 302 a determines whether the operation accepted in step S<b>3 is the operation of the [connect] button 3014 on the support start screen 3000 . Here, for example, if the operation accepted in step S3 is the operation of the [connect] button 3014 (S5: YES), the CPU 302a advances the process to step S19, which will be described later. On the other hand, if the operation accepted in step S3 is not the operation of the [connect] button 3014 (S5: NO), the CPU 302a advances the process to step S7.

In step S<b>7 , the CPU 302 a determines whether the operation accepted in step S<b>3 is the operation of the [Cancel] button 3016 on the support start screen 3000 . Here, for example, if the operation accepted in step S3 is the operation of the [Cancel] button 3016 (S7: YES), the CPU 302a advances the process to step S9. On the other hand, if the operation accepted in step S3 is not the operation of the [Cancel] button 3016 (S7: NO), the CPU 302a advances the process to step S17, which will be described later.

In step S9, instead of the support start screen 3000, the CPU 302a displays the aforementioned end confirmation screen (not shown) on the display 308b. Then, the CPU 302a advances the process to step S11.

In step S11, the CPU 302a waits for the end confirmation screen to accept any operation (S11: NO). Then, when the end confirmation screen receives some kind of operation (S11: YES), the CPU 302a advances the process to step S13.

In step S13, the CPU 302a determines whether the operation accepted in step S11 is the operation of the [Yes] button on the end confirmation screen. Here, for example, if the operation accepted in step S11 is the operation of the [Yes] button on the end confirmation screen (S13: YES), the CPU 302a advances the process to step S15. On the other hand, if the operation accepted in step S11 is not the operation of the [Yes] button on the end confirmation screen, that is, if the operation accepted in step S11 is the operation of the [No] button on the end confirmation screen ( S13: NO), the CPU 302a returns the process to step S1. In this case, instead of the end confirmation screen, the support start screen 3000 is again displayed on the display 308b.

In step S15, the CPU 302a executes a predetermined termination operation including closing the termination confirmation screen. With this, the CPU 302a ends the service support task.

On the other hand, when the process proceeds from step S7 to step S17, the CPU 302a performs a process in step S17 according to the operation received in step S3. The processing of step S3 includes processing corresponding to the operation of the menu button 3006 on the support start screen 3000. FIG. After executing step S17, the CPU 302a returns the process to step S3 and waits for the support start screen 3000 to accept some kind of operation (S3: NO).

Further, when the process proceeds from step S5 to step S19, the CPU 302a requests the MFP 20 to connect via Wi-Fi in step S19. Then, the CPU 302a advances the process to step S21.

In step S21, the CPU 302a waits for connection permission from the multi-function device 20 (S21: NO). Then, when the connection permission is received from the MFP 20 (S21: YES), the CPU 302a advances the process to step S23.

In step S23, the CPU 302a performs settings for establishing a Wi-Fi connection with the MFP 20. FIG. As a result, a Wi-Fi connection is established between the mobile terminal device 30 and the MFP 20 . Then, the CPU 302a advances the process to step S25.

In step S25, the CPU 302a requests the MFP 20 to transmit the current status information. Then, the CPU 302a advances the process to step S27.

In step S27, the CPU 302a waits for current status information to be sent from the multi-function device 20 (S27: NO). When the current status information is received from the multi-function device 20 (S27: YES), the CPU 302a advances the process to step S29 (see FIG. 28).

In step S29, instead of the support start screen 3000, the CPU 302a displays the current status information screen 3100 (see FIG. 17) on the display 308b. Then, the CPU 302a advances the process to step S31.

In step S31, the CPU 302a waits for the current status information screen 3100 to accept any operation (S31: NO). Then, when the current status information screen 3100 receives some kind of operation (S31: YES), the CPU 302a advances the process to step S33.

In step S<b>33 , the CPU 302 a determines whether the operation accepted in step S<b>31 is the operation of the [Continue] button 3120 on the current status information screen 3100 . Here, for example, if the operation accepted in step S31 is the operation of the [Continue] button 3120 (S33: YES), the CPU 302a advances the process to step S45, which will be described later. On the other hand, if the operation accepted in step S31 is not the operation of the [Continue] button 3120 (S33: NO), the CPU 302a advances the process to step S35.

In step S<b>35 , the CPU 302 a determines whether the operation accepted in step S<b>31 is the operation of the [Cancel] button 3122 on the current status information screen 3100 . Here, for example, if the operation accepted in step S31 is the operation of the [Cancel] button 3122 (S35: YES), the CPU 302a advances the process to step S37. On the other hand, if the operation accepted in step S31 is not the operation of the [Cancel] button 3122 (S35: NO), the CPU 302a advances the process to step S43, which will be described later.

In step S37, instead of the current status information screen 3100, the CPU 302a displays the aforementioned end confirmation screen (not shown) on the display 308b. Then, the CPU 302a advances the process to step S39.

In step S39, the CPU 302a waits for the end confirmation screen to accept any operation (S39: NO). Then, when the end confirmation screen receives some kind of operation (S39: YES), the CPU 302a advances the process to step S41.

In step S41, the CPU 302a determines whether the operation accepted in step S39 is the operation of the [Yes] button on the end confirmation screen. Here, for example, if the operation accepted in step S39 is the operation of the [Yes] button on the end confirmation screen (S41: YES), the CPU 302a advances the process to step S15 (see FIG. 27) to start the end process. Execute. On the other hand, if the operation accepted in step S39 is not the operation of the [Yes] button on the end confirmation screen, that is, if the operation accepted in step S39 is the operation of the [No] button on the end confirmation screen ( S41: NO), the CPU 302a returns the process to step S29. In this case, instead of the end confirmation screen, the current status information screen 3100 is displayed again on the display 308b.

On the other hand, when the process proceeds from step S35 to step S43, the CPU 302a performs a process in step S43 according to the operation accepted in step S31. The processing of step S43 includes processing corresponding to the operation of the menu button 3006 on the current information screen 3100. FIG. Further, when a plurality of radio buttons 3118 are included in the current information screen 3100, the processing according to the operation of the radio buttons 3118 is included in the processing of step S43. After executing step S43, the CPU 302a returns the process to step S31 and waits for the current status information screen 3100 to accept some kind of operation (S31: NO).

Further, when the process proceeds from step S33 to step S45, the CPU 302a issues the first continuation notification to the multi-function device 20 in step S45. Then, the CPU 302a advances the process to step S47.

In step S47, the CPU 302a waits for the imaging support information to be sent from the multi-function device 20 (S47: NO). When the imaging support information is received from the MFP 20 (S47: YES), the CPU 302a advances the process to step S49 (see FIG. 29).

In step S49, the CPU 302a displays an imaging setting screen 3200 (see FIG. 19) on the display 308b instead of the current status information screen 3100. FIG. Then, the CPU 302a advances the process to step S51.

In step S51, the CPU 302a waits for the imaging setting screen 3200 to accept any operation (S51: NO). Then, when the imaging setting screen 3200 receives some kind of operation (S51: YES), the CPU 302a advances the process to step S53.

In step S<b>53 , the CPU 302 a determines whether the operation accepted in step S<b>51 is the operation of the [Continue] button 3222 on the imaging setting screen 3200 . Here, for example, if the operation accepted in step S51 is the operation of the [Continue] button 3222 (S53: YES), the CPU 302a advances the process to step S65, which will be described later. On the other hand, if the operation accepted in step S51 is not the operation of the [Continue] button 3222 (S53: NO), the CPU 302a advances the process to step S55.

In step S<b>55 , the CPU 302 a determines whether the operation accepted in step S<b>51 is the operation of the [Cancel] button 3224 on the imaging setting screen 3200 . Here, for example, if the operation accepted in step S51 is the operation of the [Cancel] button 3224 (S55: YES), the CPU 302a advances the process to step S57. On the other hand, if the operation accepted in step S51 is not the operation of the [Cancel] button 3224 (S55: NO), the CPU 302a advances the process to step S63, which will be described later.

In step S57, the CPU 302a displays the above-described end confirmation screen (not shown) on the display 308b instead of the imaging setting screen 3200. FIG. Then, the CPU 302a advances the process to step S59.

In step S59, the CPU 302a waits for the end confirmation screen to accept any operation (S59: NO). Then, when the end confirmation screen receives any operation (S59: YES), the CPU 302a advances the process to step S61.

In step S61, the CPU 302a determines whether the operation accepted in step S59 is the operation of the [Yes] button on the end confirmation screen. Here, for example, if the operation accepted in step S59 is the operation of the [Yes] button on the end confirmation screen (S61: YES), the CPU 302a advances the process to step S15 (see FIG. 27) to start the end process. Execute. On the other hand, if the operation accepted in step S59 is not the operation of the [Yes] button on the end confirmation screen, that is, if the operation accepted in step S59 is the operation of the [No] button on the end confirmation screen ( S61: NO), the CPU 302a returns the process to step S49. In this case, instead of the end confirmation screen, the imaging setting screen 3200 is displayed again on the display 308b.

On the other hand, when the process proceeds from step S55 to step S63, the CPU 302a performs a process in step S63 according to the operation accepted in step S51. The processing of step S63 includes processing corresponding to the operation of the menu button 3006 on the current information screen 3100, processing corresponding to the operation of each of the radio buttons 3214, 3214 and 3214, and processing corresponding to the operation of the field 3220. included. After executing step S63, the CPU 302a returns the process to step S51 and waits for the imaging setting screen 3200 to accept any operation again (S51: NO).

Furthermore, when the process proceeds from step S53 to step S65, the CPU 302a issues a second continuation notification to the multi-function device 20 in step S65. Then, the CPU 302a advances the process to step S67.

In step S<b>67 , the CPU 302 a sets the imaging start timing based on the value input in the field 3220 of the imaging setting screen 3200 . Then, the CPU 302a advances the process to step S69.

In step S69, instead of the imaging setting screen 3200, the CPU 302a displays the live image 2000 (see FIG. 9) on the display 308b. Then, the CPU 302a advances the process to step S71. As described above, the live image 200 is displayed with the reference frame 2002 superimposed thereon.

In step S71, the CPU 302a waits for the imaging start timing to arrive, that is, the imaging start timing (time) set in step S67 has elapsed since the [Continue] button 3222 of the imaging setting screen 3200 was operated in step S51. (S71: NO). Then, when the imaging start timing arrives (S71: YES), the CPU 302a advances the process to step S73.

In step S73, the CPU 302a starts capturing a moving image. Then, the CPU 302a advances the process to step S75. As described above, when capturing a moving image, the position and orientation of the mobile terminal device 30 (camera 310) are determined so that the specific portion of the multifunction device 20 in the live image 2000 matches the reference frame 2002. , the moving image is captured (see FIG. 10).

In step S75, the CPU 302a waits for the above-described imaging continuation time to elapse (S75: NO). Then, when the imaging continuation time has elapsed (S75: YES), the CPU 302a advances the process to step S77.

In step S77, the CPU 302a finishes capturing the moving image. Then, the CPU 302a advances the process to step S79 (see FIG. 30).

In step S<b>79 , the CPU 302 a transmits the moving image to the multi-function device 20 . Then, the CPU 302a advances the process to step S81.

In step S81, the CPU 302a waits for the support information to be sent from the multi-function device 20 (S81: NO). When the support information is received from the MFP 20 (S81: YES), the CPU 302a advances the process to step S83.

In step S83, instead of the live image 2000, the CPU 302a displays the support screen 3300 (see FIG. 23) on the display 308b. Then, the CPU 302a advances the process to step S85.

In step S85, the CPU 302a waits for the support screen 3300 to accept any operation (S85: NO). Then, when the support screen 3300 receives some kind of operation (S85: YES), the CPU 302a advances the process to step S87.

In step S<b>87 , the CPU 302 a determines whether the operation accepted in step S<b>85 is the operation of the [End] button 3316 on the support screen 3300 . Here, for example, if the operation accepted in step S85 is the operation of the [End] button 3316 (S87: YES), the CPU 302a advances the process to step S91, which will be described later. On the other hand, if the operation accepted in step S85 is not the operation of the [End] button 3316 (S87: NO), the CPU 302a advances the process to step S89.

In step S89, the CPU 302a performs processing according to the operation accepted in step S85. The processing in step S89 includes processing in response to the operation of the menu button 3306 on the support screen 3300, processing in response to the scroll operation in the display area 3312, and processing in response to the operation of the [TOP] button 3314. After executing step S89, the CPU 302a returns the process to step S85 and waits for the support screen 3300 to receive any operation again (S85: NO).

On the other hand, when the process proceeds from step S87 to step S91, the CPU 302a displays the aforementioned end confirmation screen (not shown) on the display 308b in place of the support screen 3300 in step S91. Then, the CPU 302a advances the process to step S93.

In step S93, the CPU 302a waits for the end confirmation screen to accept any operation (S93: NO). Then, when the end confirmation screen receives any operation (S93: YES), the CPU 302a advances the process to step S95.

In step S95, the CPU 302a determines whether the operation accepted in step S93 is the operation of the [Yes] button on the end confirmation screen. Here, for example, if the operation accepted in step S93 is the operation of the [Yes] button on the end confirmation screen (S95: YES), the CPU 302a advances the process to step S15 (see FIG. 27) to start the end process. Execute. On the other hand, if the operation accepted in step S93 is not the operation of the [Yes] button on the end confirmation screen, that is, if the operation accepted in step S93 is the operation of the [No] button on the end confirmation screen ( S95: NO), the CPU 302a returns the process to step S93. In this case, the support screen 3300 is again displayed on the display 308b instead of the end confirmation screen.

The service support task is executed in such a flow. It should be noted that during the period in which communication such as the above-described connection request is being performed between the mobile terminal device 30 and the MFP 20, even if an appropriate screen indicating this is displayed on the display 308b of the mobile terminal device 30, good.

In parallel with this, the CPU 230a of the multi-function device 20 executes the support support task according to the support support program 4120 (see FIG. 24). The flow of this support handling task is shown in FIGS. 31-33. Note that the CPU 230 a of the multi-function device 20 executes the support support task in response to receiving the connection request from the mobile terminal device 30 .

According to this support task, the CPU 230a first gives connection permission to the mobile terminal device 30 in step S101. Then, the CPU 230a advances the process to step S103.

In step S103, the CPU 230a performs settings for establishing a Wi-Fi connection with the mobile terminal device 30. FIG. As a result, strictly speaking, the connection setting is also performed on the mobile terminal device 30 side, whereby the connection between the multi-function device 20 and the mobile terminal device 30 is established. Then, the CPU 230a advances the process to step S105.

In step S105, the CPU 230a waits for a current status information transmission request from the mobile terminal device 30 (S105: NO). Then, when the current status information transmission request is received from the mobile terminal device 30 (S105: YES), the CPU 230a advances the process to step S107.

In step S107, the CPU 230a confirms the current state of the entire multi-function device 20, including whether or not there is any problem with the multi-function device 20. FIG. Then, the CPU 230a advances the process to step S109.

In step S109, the CPU 230a transmits the current status information including the confirmation result in step S107 to the mobile terminal device 30. FIG. Then, the CPU 230a advances the process to step S111.

In step S111, the CPU 230a waits for the first continuation notification to be sent from the mobile terminal device 30 (S111: NO). When receiving the first continuation notification from the mobile terminal device 30 (S111: YES), the CPU 230a advances the process to step S113. Note that, as described above, the first continuation notification includes the defect selection information.

In step S113, the CPU 230a refers to the imaging support database 232a (see FIG. 18), and selects the imaging support information corresponding to the defect selection information from among the plurality of imaging support information stored in the imaging support database 232a. to select. Then, the CPU 230a advances the process to step S115.

In step S<b>115 , the CPU 230 a transmits the imaging support information selected in step S<b>113 to the mobile terminal device 30 . Then, the CPU 230a advances the process to step S117.

In step S117, the CPU 230a waits for the second continuation notification to be sent from the mobile terminal device 30 (S117: NO). Then, when receiving the second continuation notification from the mobile terminal device 30 (S117: YES), the CPU 230a advances the process to step S119. As described above, the second continuation notification includes flash target information and imaging start timing information.

In step S119, the CPU 230a prepares for executing the test job. For example, the CPU 230a sets the flash target based on the above-described flash target information. In addition, the CPU 230a sets the timing for starting the test job based on the imaging start timing information described above. After executing step S119, the CPU 230a advances the process to step S121 (see FIG. 32).

In step S121, the CPU 230a waits for the start timing of the test job (S121: NO). Then, when the start timing of the test job arrives (S121: YES), the CPU 230a advances the process to step S123.

In step S123, the CPU 230a flashes the object to be flashed, that is, at least one of the display 308b and the synchronization trigger LED (220c). Then, the CPU 230a advances the process to step S125.

In step S125, the CPU 230a starts a test job. Note that the order of steps S123 and S125 may be reversed. Then, the CPU 230a advances the process to step S127.

In step S127, the CPU 230a determines whether the test job has been completed. Here, for example, if the test job has not been completed (S127: NO), the CPU 230a advances the process to step S129. On the other hand, if the test job is completed (S127: YES), the CPU 230a advances the process to step S133, which will be described later.

In step S129, the CPU 230a determines whether a problem has occurred, or more precisely, whether a problem that has forced the test job to be stopped has occurred. Here, for example, if a problem occurs (S129: YES), the CPU 230a advances the process to step S131. On the other hand, if no trouble has occurred (S129: NO), the CPU 230a returns the process to step S127.

In step S131, the CPU 230a performs processing for stopping the test job. This stops the test job. Then, the CPU 230a advances the process to step S133.

In step S133, the CPU 230a waits for a moving image to be sent from the mobile terminal device 30 (S133: NO). Then, when the moving image is received from the mobile terminal device 30 (S133: YES), the CPU 230a advances the process to step S135.

In step S135, CPU 230a temporarily stores the moving image received in step S133, for example, in auxiliary storage unit 232. FIG. Then, the CPU 230a advances the process to step S137.

In step S137, the CPU 230a generates defect report data including the moving image temporarily stored in step S135 and the execution log related to the test job. Although detailed description including illustration is omitted, the log of the MFP 20 including the test log is stored by a task (log storage task) different from the support response task. After executing step S137, the CPU 230a advances the process to step S139.

In step S139, the CPU 230a requests the support server 40 to start communication. Then, the CPU 230a advances the process to step S141 (see FIG. 33).

In step S141, the CPU 230a waits for permission to start communication from the support server 40 (S141: NO). Then, when permission to start communication is received from the support server 40 (S141: YES), the CPU 230a advances the process to step S143.

In step S<b>143 , the CPU 230 a performs settings for establishing communication with the support server 40 . This establishes communication between the MFP 20 and the support server 40 . After executing step S143, the CPU 230a advances the process to step S145.

In step S145, the CPU 230a transmits the trouble report data generated in step S137 (see FIG. 32) to the support server 40. FIG. Then, the CPU 230a advances the process to step S147.

In step S147, the CPU 230a waits for the support information to be sent from the support server 40 (S147: NO). Then, when the support information is received from the support server 40 (S147: YES), the CPU 230a advances the process to step S149.

In step S149, the CPU 230a transmits the support information received in step S147 to the mobile terminal device 30, so to speak, transfers it. Then, the CPU 230a advances the process to step S151.

In step S151, the CPU 230a performs predetermined termination processing including termination of communication with the mobile terminal device 30 and the support server 40 respectively. The CPU 230a terminates the support support task by executing the termination process in step S151.

In parallel with this, the CPU 402a of the support server 40 executes the support support task according to the above-described support providing program 6106 (see FIG. 26). The flow of this support provision task is shown in FIG. Note that the CPU 402 a of the support server 40 executes the support providing task in response to receiving the communication start request from the multifunction machine 20 .

According to this support providing task, the CPU 402a first gives permission to start communication to the MFP 20 in step S201. Then, the CPU 402a advances the process to step S203.

In step S<b>203 , the CPU 402 a performs settings for establishing communication with the MFP 20 . As a result, strictly speaking, the communication setting is also performed on the side of the multifunction device 20 , thereby establishing communication between the support server 40 and the multifunction device 20 . Then, the CPU 402a advances the process to step S205.

In step S205, the CPU 402a waits for trouble report data to be sent from the multi-function device 20 (S205: NO). When the trouble report data is received from the MFP 20 (S205: YES), the CPU 402a advances the process to step S207.

In step S207, the CPU 402a stores the trouble report data received in step S205 in the trouble report database 404a (see FIG. 20). Then, the CPU 402a advances the process to step S209.

In step S209, the CPU 402a performs processing for analyzing the failure. Specifically, the CPU 402a compares the defect report data received in step S205 with the data stored in the analysis database 404b (see FIG. 21) to analyze the defect, and in particular, determine the cause of the defect and the procedure for resolving the defect. to estimate At this time, the support server 40 synchronizes the moving image included in the trouble report data with the execution log by the procedure described above. After executing the defect analysis process in step S209, the CPU 402a advances the process to step S211.

In step S211, the CPU 402a generates support information and, strictly speaking, selects support information that matches the problem from a plurality of support information prepared in advance. Specifically, the support server 40 selects support information that matches the analysis result in step S109 from the support database 404c (see FIG. 22). Then, the CPU 402a advances the process to step S213.

In step S<b>213 , the CPU 402 a transmits the support information generated (selected) in step S<b>211 to the MFP 20 . Then, the CPU 402a advances the process to step S215.

In step S215, the CPU 402a accumulates the analysis results in step S209, that is, reflects them in the analysis database 404b (see FIG. 21). Then, the CPU 402a advances the process to step S217.

In step S<b>217 , the CPU 402 a performs predetermined termination processing including termination of communication with the MFP 20 . The CPU 402a terminates the support provision task by executing the termination process in step S217.

As described above, according to the first embodiment, according to the portable terminal device 30 functioning as a service support terminal device, during the maintenance of the multifunction device 20, especially when a problem occurs in the multifunction device 20, the relevant It is possible to obtain useful support information from the support server 40 to solve the problem. That is, a service person in charge of maintenance can use the portable terminal device 30 functioning as a service support terminal device, in other words, without having a paper maintenance procedure manual or the like, it is useful for solving problems. Support information can be obtained.

Further, in the support server 40, when providing support information, failure analysis is performed based on the moving image of the location where the failure occurred in the MFP 20 and the execution log of the test job. Every effort has been made to ensure that this is done efficiently. That is, the state in which at least one of the display 212b and the synchronization trigger LED (220c) as the changing portion of the multi-function device 20 flashes, that is, the state in which the visual aspect of the changing portion changes is captured in the moving image. is stored as an execution log. The moment at which the visual aspect of the changing portion in the moving image changes is used as the temporal reference in the moving image, and the moment at which the visual aspect of the changing portion in the execution log changes is the temporal reference in the execution log. By aligning the temporal references of both of them with each other, the two are synchronized. On top of that, it is possible to perform defect analysis more accurately and efficiently by performing defect analysis based on both of them.

In addition, according to the first embodiment, when the mobile terminal device 30 (camera 310) captures a moving image of the defect occurrence location of the MFP 20, for example, as shown in FIG. A guide frame 2002 is superimposed on a live image 2000 displayed on the display 308 b of the device 30 . Then, as shown in FIG. 10, the position and orientation of the mobile terminal device 30 are determined so that a specific portion of the MFP 20 in the live image 2000 (perimeter of the opening of the body interior space 20a) matches the reference frame 2002. As a result, an appropriate (ideal) moving image containing the defect occurrence location and the changing portion of the multifunction device 20 can be obtained. That is, it is possible to easily determine the position and orientation of the mobile terminal device 30 so that an appropriate moving image can be obtained.

Instead of the reference frame 2002, a plurality of reference marks 2010, 2010, . . . may be displayed as shown in FIG. 35, for example. These plural guide marks 2010, 2010, . part) at the corresponding position. When the mobile terminal device 30 captures a moving image of the defect occurrence location of the MFP 20, a characteristic part of the specific location of the MFP 20 in the live image 2000 matches the reference marks 2010, 2010, . The position and orientation of the mobile terminal device 30 are determined so as to do so. As a result, an appropriate (ideal) moving image containing the defect occurrence location and the changed portion of the multi-function device 20 can be obtained. Although each reference mark 2010, 2010, . . . shown in FIG. good. Also, the positions at which the reference marks 2010, 2010, ... are attached are not limited to positions corresponding to corners (or corners), but may be positions corresponding to other appropriate characteristic portions. .

In the first embodiment, for example, the display of the imaging setting screen 3200 (see FIG. 19) on the display 308b of the mobile terminal device 30 corresponds to receiving an instruction to capture a moving image for the serviceman. The imaging setting screen 3200 is displayed by the CPU 302a of the mobile terminal device 30 executing the service support task, particularly by executing step S49 (see FIG. 29). The CPU 302a that displays the imaging setting screen 3200 in this manner is an example of imaging instruction means according to the present invention.

In addition, the display 212b and the synchronization trigger LED (220c), which are the changing units of the multifunction device 20, are controlled by the CPU 230a of the multifunction device 20. More specifically, the CPU 230a operates in step S123 of the service corresponding task (see FIG. 32). ) is an example of the change control means according to the present invention. In addition, the CPU 230a stores a log representing the operation history of the MFP 20 including the test job described above, and the CPU 230a that stores this log is an example of log storage means according to the present invention. Further, the CPU 230a transmits the defect report data to the support server 40. The CPU 230a that transmits the defect report data, more specifically, the CPU 230a that executes step S145 (see FIG. 33) in the service response task, is a system according to the present invention. It is an example of a provision means.

In addition, a live image 2000 is displayed on the display 308b of the mobile terminal device 30 as shown in FIG. It is displayed by executing S73 (see FIG. 29). The CPU 302a that displays the live image 2000 in this manner is an example of live image display control means according to the present invention. In addition, a reference frame 2002 is superimposed and displayed on the live image 2000, and this reference frame 2002 is an example of a visual indicator according to the present invention. The CPU 302a that displays the live image 200 on which the reference frame 2002 is superimposed is also an example of index display control means according to the present invention.

In short, the multi-function device 20 and the mobile terminal device 30 in the first embodiment cooperate with each other to constitute an example of the trouble analysis support device according to the present invention.

[Second embodiment]
Next, a second embodiment of the present invention will be described with reference to FIGS. 36 and 37. FIG.

In the second embodiment, after changing the position of the portable terminal device 30 (camera 310) with respect to the location where the problem occurred in the multifunction device 20, the moving image of the location where the problem occurred is captured again. In other words, moving images of the defect occurrence location of the MFP 20 are captured from a plurality of different angles. Regardless of the angle at which the moving image is captured, the image capturing range 1000 is determined so that the defect occurrence location and the changed portion fit within the moving image capturing range 1000 of the mobile terminal device 30 as shown in FIG. . Further, even when the moving image is captured from any angle, the reference frame 2002 (or reference mark 2010) corresponding to the angle is superimposed and displayed on the live image 2000 as shown in FIG. 9 (or FIG. 35). be done. Then, the moving images captured from each angle are transmitted from the mobile terminal device 30 to the multi-function device 20 .

In addition, the MFP 20 stores a test job execution log each time the moving image capturing angle of the mobile terminal device 30 is changed, that is, regardless of the moving image capturing angle. Then, in a state in which the video image captured from each angle and the execution log of the test job are linked, the defect report data including the video image captured from each angle and the execution log of the test job are supported. Send to server 40 .

In the support server 40, based on the failure report data including the moving images captured from each angle and the execution log of the test job, that is, the moving images captured from a plurality of angles and the test jobs corresponding to the moving images The failure analysis is performed based on the failure report data including the execution log and the failure report data. As a result, more detailed defect analysis is realized, and the cause of the defect can be more accurately investigated.

In the second embodiment as described above, data of a plurality of reference frames corresponding to a plurality of moving image imaging angles are stored for each piece of imaging support information stored in the aforementioned imaging support database 232a (see FIG. 18). is included (provided). Note that the number of reference frame data is not uniform, and an appropriate number of reference frame data is included for each piece of imaging support information. In addition, depending on the imaging support information, particularly depending on the defect occurrence location and the defect content, there may be only one reference frame data.

Further, for example, the service support task executed by the CPU 302a of the mobile terminal device 30 is provided with steps S301 and S303 as shown in FIG.

That is, the CPU 302a of the mobile terminal device 30 transmits the moving image to the multi-function device 20 in step S79 (see FIG. 30), and then advances the process to step S301. Then, in step S301, the CPU 402a determines whether or not the MFP 20 has sent a re-imaging instruction instructing to re-capture a moving image. Here, for example, when a re-imaging instruction is received from the multifunction device 20 (S301: YES), the CPU 302a advances the process to step S47 (see FIG. 28), and the imaging support information is sent from the multifunction device 20. (S47: NO). On the other hand, if no re-imaging instruction has been sent from the MFP 20 (S301: NO), the CPU 302a advances the process to step S303.

In step S<b>303 , the CPU 302 a determines whether or not the imaging end notification for notifying the termination of the moving image imaging has been sent from the MFP 20 . Here, for example, when the imaging end notification is received from the multifunction device 20 (S303: YES), the CPU 302a advances the process to step S81 (see FIG. 30) to wait for the support information to be sent from the multifunction device 20. Wait (S81: NO). On the other hand, if the imaging end notification has not been sent from the multifunction device 20 (S303: NO), the CPU 302a returns the process to step S301.

In addition, steps S401 to S407 as shown in FIG. 37 are provided in the support support task executed by the CPU 230a of the multi-function device 20. FIG.

That is, in step S135 (see FIG. 32), the CPU 230a of the multi-function device 20 temporarily stores the moving image received from the mobile terminal device 30 in step S133, and then advances the process to step S401. Then, in step S401, the CPU 230a determines whether or not it is necessary to recapture the moving image after changing the imaging angle of the moving image by the mobile terminal device 30. FIG. This determination is made based on whether or not the imaging support information corresponding to the defect contains a plurality of reference frame data, and whether there is any of the plurality of reference frame data that is not applied to the shooting of the moving image. will be Here, for example, if it is necessary to recapture the moving image, that is, if there is reference frame data included in the imaging support information corresponding to the problem that has not yet been applied to capturing the moving image (S401 : YES), the CPU 302a advances the process to step S403. On the other hand, if the moving image does not need to be recaptured, that is, if all the reference frame data included in the imaging support information corresponding to the defect are applied to the moving image capturing (S401: NO). , the CPU 302a advances the process to step S407, which will be described later.

In step S403, the CPU 302a instructs the mobile terminal device 30 to re-image. Then, the CPU 302a advances the process to step S405.

In step S<b>405 , the CPU 302 a changes the imaging support information to be transmitted to the mobile terminal device 30 , and strictly speaking, changes the reference frame data of the imaging support information to be transmitted to the mobile terminal device 30 . Then, the CPU 302a advances the process to step S115 (see FIG. 31), and transmits to the mobile terminal device 30 the imaging support information (with reference frame data) changed in step S403.

On the other hand, when the process proceeds from step S401 to step S407, the CPU 302a notifies the mobile terminal device 30 of completion of imaging in step S407. The CPU 302a then advances the process to step S137 (see FIG. 32) to generate defect report data.

As described above, according to the second embodiment, the moving image of the defect occurrence location of the MFP 20 is captured from a plurality of angles, and each time the capturing angle of the moving image is changed, the execution log of the test job is generated. is stored. Then, the problem is analyzed based on the problem report data including the moving images captured from a plurality of angles and the execution log of the test job corresponding to the moving images. As a result, more detailed defect analysis is realized, and the cause of the defect can be more accurately investigated.

In the second embodiment, whether or not it is necessary to recapture a moving image is determined on the multifunction device 20 side (see S301 in FIG. 36). The determination may be configured to be performed. Further, for example, a service person who operates the mobile terminal device 30 may be configured to manually determine (select) whether or not to recapture the moving image.

[Other application examples]
Each of the above examples is a specific example of the present invention, and does not limit the technical scope of the present invention. The present invention can also be applied to aspects other than these examples.

For example, the imaging support information is configured to be sent from the MFP 20 to the mobile terminal device 30 (see FIG. 12, etc.), but the configuration is not limited to this. The mobile terminal device 30 itself may be configured to have the imaging support information, that is, the mobile terminal device 30 itself has the imaging support database 232a, and the imaging support information that matches the problem is selected from the imaging support database 232a. may be configured. That is, the service support application may be configured to do so.

In addition, the service support application is downloaded from a cloud server or the like, and a reading code, such as a QR code (registered trademark), containing information for accessing the cloud server is attached (with a sticker or the like) to the multifunction device 20. Alternatively, it may be displayed on the display 212b of the MFP 20. FIG. By reading this QR code with the mobile terminal device 30 (camera 310), the mobile terminal device 30 may be configured to access the cloud server that supplies the service support application.

Furthermore, the mobile terminal device 30 and the support server 40 may be configured to communicate directly. In this case, the execution job stored in the multifunction device 20 is sent from the multifunction device 20 to the mobile terminal device 30, and the defect report data including the execution job and the moving image captured by the mobile terminal device 30 are It may be configured to be transmitted from the mobile terminal device 30 to the support server 40 .

In addition, the support information is generated (selected) by the support server 40, but the present invention is not limited to this. For example, the support information may be generated by the multi-function device 20 and transmitted to the mobile terminal device 30 from the multi-function device 20 which is the source of the support information.

The design of each screen such as the support start screen 3000 (see FIG. 16) is not limited to the configuration shown in each figure. That is, the design of each screen may be appropriately configured according to the function of each screen.

Further, the display 212b and the synchronization trigger LED (220c), which are the changing parts of the multi-function device 20, may be flashed a plurality of times per test job, that is, intermittently. That is, a plurality of triggers for synchronizing the moving image and the execution log may be incorporated respectively.

Furthermore, although communication is performed between the multi-function device 20 and the mobile terminal device 30 via Wi-Fi, the communication is not limited to this. That is, in place of Wi-Fi, short-range wireless communication conforming to short-range wireless communication standards such as Bluetooth and ISO/IEC18092 (NFC), or infrared communication conforming to infrared communication standards such as IrDA may be employed.

In each of the embodiments, the paper jam in the inner finisher 220 is given as an example of the malfunction of the MFP 20, but naturally other malfunctions can be dealt with. In other words, it is possible to deal with malfunctions of elements having mechanical drive units such as the automatic document feeder 204, the manual feed tray, and the external saddle finisher.

In addition, although the smart phone was mentioned as an example of the portable terminal device 30, it is not limited to this. That is, a device other than a smartphone, such as a tablet, may be adopted as the mobile terminal device 30 .

Further, the present invention can of course be applied to electronic devices other than the multi-function machine 20 .

Further, the present invention can be provided in the form of a single device, that is, a failure analysis support device, or in the form of a system, that is, a failure analysis support system that includes the failure analysis support device. In addition, the present invention can be provided in the form of a method called a defect analysis support method, or in the form of a program called a defect analysis support program. Furthermore, the present invention can be provided in the form of a defect analysis support program for mobile terminal devices.

In addition, the present invention can also be provided in the form of a computer-readable recording medium in which the trouble analysis support program is recorded. The recording medium mentioned here means a non-transitory recording medium. Such recording media include disk-type media such as DVDs and CDs, and semiconductor-type media such as SD memory cards and USB memories. In addition to portable media, device-embedded media such as ROMs and hard disk drives are also applicable as recording media.

DESCRIPTION OF SYMBOLS 10... Service support system 20... MFP 20a... Interior space 30... Portable terminal device 40... Support server 212... Operation unit 212b... Display 220... Inner finisher 220c... Synchronous trigger LED
230... Control unit 230a... CPU
302... Control unit 302a... CPU
308... Operation display unit 308b... Display 310... Camera 1000... Imaging range 2000... Live image 2002... Reference frame

Claims (13)

A failure analysis support device for assisting analysis of failures related to functions associated with the driving of the mechanical driving part of an electronic device having a mechanical driving part that is mechanically driven and a changing part that can change the visual mode,
In a state in which the specific mechanical drive part and the changing part related to the defect are included in the imaging range of an imaging device capable of imaging a moving image, the imaging device is instructed to capture a moving image in the imaging range. imaging instruction means,
function control means for controlling the function so that the operation of the function is started at a second time after the first time when the imaging device starts capturing the moving image;
at a fifth time point which is after the first time point and before the earlier of a third time point at which the operation of the function is completed and a fourth time point at which the operation of the function is stopped due to the malfunction; change control means for changing the visual aspect;
log storage means for storing a log related to the operation of the function at least from the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point; and
providing means for providing defect report information including the log and the moving image to an analysis device responsible for analyzing the defect;
The failure analysis support device, wherein the imaging of the moving image by the imaging device is continued at least until the later of the third time point and the fourth time point. The imaging device is
first display means,
live image display control means for displaying a live image, which is the current moving image of the imaging range, on the first display means; and
2. The failure analysis support device according to claim 1, further comprising index display control means for displaying on said live image a visual index serving as a guideline for fitting said specific mechanical driving portion and said changing portion within said imaging range. . 3. The failure analysis support device according to claim 2, wherein said visual indicator represents an original position of a specific portion of said electronic device in said live image. The imaging instruction means instructs to change the position of the imaging device with respect to the electronic device and to capture a moving image of the imaging range again with the imaging device;
The function control means controls the function again each time the moving image of the imaging range is captured by the imaging device,
The change control means changes the visual aspect of the changing portion every time the moving image of the imaging range is captured by the imaging device,
The log storage means stores the log again each time the moving image of the imaging range is captured by the imaging device,
4. The defect according to any one of claims 1 to 3, wherein said providing means provides said defect report information including said log and said moving image corresponding to said position of said imaging device to said analysis device. Analysis support device. The electronic device has a second display means,
5. The trouble analysis support device according to claim 1, wherein said changing unit includes said second display means. The electronic device has a light emitting means,
6. The failure analysis support device according to any one of claims 1 to 5, wherein said changing unit includes said light emitting means. 7. The failure analysis support device according to any one of claims 1 to 6, wherein said second time point and said fifth time point are substantially the same time point. 8. The defect analysis support device according to claim 1, wherein said electronic device is an image forming device that forms an image based on image data on an image recording medium. 9. The failure analysis support device according to claim 1, wherein said imaging device is a mobile terminal device having imaging means capable of imaging said moving image. The failure analysis support device according to any one of claims 1 to 9,
the imaging device; and
A failure analysis support system comprising the analysis device. A defect analysis support method for assisting defect analysis related to a function associated with the driving of the mechanical drive part of an electronic device having a mechanical drive part that is mechanically driven and a changing part that can change the visual aspect, the method comprising:
In a state in which the specific mechanical drive part and the changing part related to the defect are included in the imaging range of an imaging device capable of imaging a moving image, the imaging device is instructed to capture a moving image in the imaging range. imaging instruction step,
a function control step of controlling the function so that the operation of the function is started at a second time after the first time when the imaging device starts capturing the moving image;
at a fifth time point which is after the first time point and before the earlier of a third time point at which the operation of the function is completed and a fourth time point at which the operation of the function is stopped due to the malfunction; a change control step that changes the visual aspect;
a log storage step of storing a log relating to the operation of the function at least from the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point;
A providing step of providing defect report information including the log and the moving image to an analysis device responsible for analyzing the defect,
The failure analysis support method, wherein the imaging of the moving image by the imaging device is continued at least until the later of the third time point and the fourth time point. A defect analysis support program for assisting defect analysis related to a function associated with the driving of the mechanical drive part of an electronic device having a mechanical drive part that is mechanically driven and a changing part that can change the visual mode,
In a state in which the specific mechanical drive part and the changing part related to the defect are included in the imaging range of an imaging device capable of imaging a moving image, the imaging device is instructed to capture a moving image in the imaging range. imaging instruction procedure,
a function control procedure for controlling the function so that the operation of the function is started at a second time after the first time when the imaging device starts capturing the moving image;
at a fifth time point which is after the first time point and before the earlier of a third time point at which the operation of the function is completed and a fourth time point at which the operation of the function is stopped due to the malfunction; change control procedures that change visual aspects;
a log storage procedure for storing a log relating to the operation of the function at least from the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point; and
causing a computer to execute a providing procedure for providing defect report information including the log and the moving image to an analysis device responsible for analyzing the defect;
The trouble analysis support program, wherein the imaging of the moving image by the imaging device is continued at least until the later of the third time point and the fourth time point. A defect analysis support program for a mobile terminal device for assisting defect analysis related to a function associated with the driving of the mechanical drive part of an electronic device having a mechanical drive part that is mechanically driven and a change part that can change the visual aspect and
an imaging control procedure for capturing a moving image of the imaging range by the imaging means in a state in which the specific mechanical drive part and the changing part related to the defect are included in the imaging range of the imaging means of the mobile terminal device;
an operation instruction procedure for instructing the electronic device to start the operation of the function at a second time point after the first time point when the imaging means starts capturing the moving image;
at a fifth time point which is after the first time point and before the earlier of a third time point at which the operation of the function is completed and a fourth time point at which the operation of the function is stopped due to the malfunction; a change instruction procedure for instructing the electronic device to change its visual aspect;
to the electronic device so as to store a log relating to the operation of the function from at least the earlier of the second time point and the fifth time point to the later time point of the third time point and the fourth time point a log storage instruction procedure for providing instructions; and
causing the computer of the portable terminal device to execute a providing instruction procedure for instructing the electronic device to provide the defect report information including the log and the moving image to an analysis device responsible for analyzing the defect;
In the image capturing control procedure, the failure analysis support program causes the image capturing means to continue capturing the moving image at least until a later time between the third time point and the fourth time point.

Images