JP4876757B2 - Fault repair support system, equipment and program - Google Patents

Description

  The present invention relates to a failure repair support system, apparatus, and program.

  With the development of technology and higher functionality, the number of customers who are unable to deal with failures that occur in purchased equipment is increasing. In this case, the person in charge who has been dispatched from the support center of the distributor (usually “Customer Engineer” Or “support person”) may perform repair processing from the failure.

  By the way, when a failure occurs in a device, the customer makes an inquiry to the support center using a telephone or e-mail, and the support center dispatches an appropriate person in consideration of factors such as the status, degree, and area of the failure. decide.

  The prior art disclosed in Patent Document 1 can prevent information leakage and unauthorized use by the service person when the information processing device of the multifunction peripheral or the multifunction peripheral is maintained by visiting the service person.

  In the prior art disclosed in Patent Document 1, it is possible to limit the operations that can be performed in the maintenance work by the service person according to the service person authentication method.

Further, Patent Document 2 enables efficient and convenient caregiver visits by enabling the caregiver's contents and time required for caregivers to be recorded in the caregiver accurately in the care center. Yes.
JP 2005-332299 A JP2000-040192A

It is an object of the present invention to provide a failure repair support system, device, and program that can perform highly reliable repair.

In order to achieve the above object, according to the first aspect of the present invention, the device arranged on the customer side has the failure specifying information for specifying the failure when the failure occurs using the information terminal. to write to the storage medium, and transmitting means for transmitting the fault identification information to the information management device having the function of distributing the information to the information terminal, means for storing the pre-Symbol fault identification information, stored in the storage medium Collating means for collating the specified fault identification information with the fault identification information stored in the storage means, and fault identification information stored in the storage means by the fault identification information stored in the storage medium in the verification by the verification means a determining means and personnel are authorized if they match and, if the person is determined to be normal by the determining means, the fault identification information stored in the storage means of the anti Without, anda erasing means for erasing the fault identification information stored in the storage medium, the information management apparatus distributes the fault identification information transmitted by said transmitting means to said information terminal distribution Means.

According to a second aspect of the present invention, the device arranged on the customer side receives the failure identification information for identifying the failure and the failure occurrence date / time information for identifying the date and time when the failure has occurred. And transmitting means for transmitting the failure identification information and the failure occurrence date / time information to an information management device having a function of distributing information to the information terminal for writing to a storage medium owned by the person in charge, and the failure identification Storage means for accumulating information, collation means for collating fault identification information stored in the storage medium with fault identification information accumulated in the accumulation means, and faults stored in the storage medium in the collation by the collation means The elapsed time calculated based on the failure occurrence date / time information stored in the storage medium and the current date / time is matched with the failure identification information stored in the storage means. Determining means for determining that the person in charge is normal when it is within a predetermined time, and identifying the fault stored in the storage means when the person in charge is determined to be normal by the determining means Erasing means for erasing the fault identification information stored in the storage medium without erasing the information, and the information management device displays the fault characteristic information and fault occurrence date / time information transmitted by the transmission means. Distributing means for distributing to the information terminal is provided.

Further, the invention of claim 3 generates a fault specifying information for specifying the fault when the fault occurs, and the fault specifying information generated by the generating means is sent to the person in charge using an information terminal. Transmitting means for transmitting the failure specifying information to an information management apparatus having a function of distributing to the information terminal in order to write to the possessed storage medium; and storage means for storing the failure specifying information generated by the generating means A collating unit for collating the fault specifying information stored in the storage medium with the fault specifying information stored in the accumulating unit; and the fault specifying information stored in the storage medium in the collating by the collating unit is stored in the accumulating unit. A determination unit that determines that the person in charge is legitimate when the stored fault identification information matches, and a case in which the person in charge is determined to be legitimate by the determination unit Fault identification information stored in said storage means without erasing comprises a an erasing means for erasing the fault identification information stored in the storage medium.

According to a fourth aspect of the present invention, there is provided generation means for generating failure specifying information for specifying the failure at the time of occurrence of the failure, failure occurrence date / time information for specifying the date and time when the failure has occurred, and the failure generated by the generation means Transmitting means for transmitting the specific information and the failure occurrence date / time information to an information management apparatus having a function of delivering to the information terminal in order to write the information on the storage medium owned by the person in charge using the information terminal; In the storage unit for storing the fault identification information generated by the generation unit, the verification unit for verifying the fault identification information stored in the storage medium with the fault identification information stored in the storage unit, and the verification by the verification unit The failure identification information stored in the storage medium matches the failure identification information stored in the accumulation, and the failure occurrence date / time information stored in the storage medium and the current When the elapsed time calculated based on the date and time is within a predetermined time, a determination unit that determines that the person in charge is normal and the determination unit determines that the person in charge is normal In this case, there is provided erasure means for erasing the failure identification information stored in the storage medium without erasing the failure identification information accumulated in the accumulation means.

Further, the invention of claim 5 includes a generation step of generating failure specifying information for specifying the failure when the failure occurs, and the failure specifying information generated by the generation step using the information terminal. Transmitting to the information management device having a function of distributing to the information terminal to write to the storage medium, storing step for storing the fault identification information generated by the generating step in the storage unit, A collation step in which the fault identification information stored in the storage unit is collated with the fault identification information stored in the storage; and in the verification in the verification step, the fault identification information stored in the storage unit is stored in the storage medium. A determination step of determining that the person in charge is legitimate when the failure identification information matches the failure identification information stored in the storage means; and An erasure step of erasing the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage means when the person in charge is determined to be legitimate by the determination step And make the computer execute.

Further, the invention of claim 6 is a generation step for generating failure specifying information for specifying the failure at the time of occurrence of the failure and failure occurrence date / time information for specifying the date and time when the failure has occurred, and the failure generated by the generating step Transmitting the specific information and the failure occurrence date / time information to an information management device having a function of distributing to the information terminal in order to write the information on the storage medium owned by the person in charge using the information terminal; A collation step for collating the fault identification information generated in the generation step with the fault identification information stored in the storage unit; and the fault identification information stored in the storage medium in the verification in the verification step is stored in the storage unit. Determination that the person in charge is legitimate if it matches the failure identification information and is within the time stored in the storage medium If the person in charge is determined to be legitimate by the determination step, the failure specifying information stored in the storage medium is not erased without deleting the failure specifying information stored in the storage means. An erasing step for erasing is executed by the computer.

According to the present invention, a highly reliable repair can be performed.

  Hereinafter, an embodiment of a failure repair support system, apparatus, and program according to the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a system configuration diagram showing a first embodiment of a fault repair support system according to the present invention.

  The fault repair support system shown in FIG. 1 is a system that supports the repair of faults that occur in equipment, and correct faults are made by dispatching a person in charge to a customer facility (internal or hall) where the equipment is installed. It is a system that enables recovery operations.

  As an example of the device, the MFP 100 is shown in the following embodiment, but is not limited thereto, and may be a device such as a printing device or a client computer.

  A multifunction device 100 shown in FIG. 1 has an image forming function that realizes reproduction of printed matter, print output, facsimile communication, and the like, and is a device to be inspected and maintained by a person in charge. The MFP 100 has an authentication function for authenticating the failure identification information presented by the dispatched person in charge, for example, authenticating the person in charge based on information stored in the information terminal 300 of the person in charge.

  The multifunction device 100 notifies the failure information management apparatus 200 of the failure management center connected via a communication line of a failure that has occurred in the multifunction device 100, so that the person in charge can perform inspection and maintenance failure repair operations.

  The occurrence of the failure at this time is notified by transferring failure identification information composed of a device number for identifying the multifunction peripheral 100 that has generated the error and an error code indicating the type of failure to the failure information management device 200. The management apparatus 200 recognizes that a failure has occurred in the source MFP 100 by receiving the failure identification information.

  When the failure information management apparatus 200 recognizes that a failure has occurred in the multifunction peripheral 100 by receiving the failure identification information, the failure information management apparatus 200 performs setting processing for a person in charge corresponding to the failure, and receives the received failure identification information and failure. Is transferred to the information terminal 300 owned by the person in charge (hereinafter referred to as “failure occurrence date information”). At this time, the failure information management device 200 and the information terminal 300 are connected by a communication line or wirelessly and are in a state where mutual communication is possible.

Note that the setting process for setting the person in charge of the transfer destination is performed based on information such as a schedule at the time of transfer of a plurality of persons in charge and whether the person in charge is near the customer facility.

  This information terminal 300 shows a client PC, a card information writing device capable of reading and writing to an IC card, a device such as a mobile phone, and the like, the failure identification information and failure occurrence date / time information received from the failure information management device 200. Remember. Incidentally, in the case of a card information writing device, these pieces of information are stored in a storage medium such as the IC card 301.

  In the following description, an example in which a card information writing device is used as an example of the information terminal 300 and the card information writing device writes failure specifying information and failure occurrence date / time information in the IC card 301 is shown. That is, in the following description, the information terminal 300 is referred to as a card information writing device 300.

  The person in charge checks and maintains the IC card 301 in which the information is stored by the card information writing device 300, and the person in charge uses the failure identification information and the failure occurrence date / time information stored in the IC card 301. Authenticate.

  The person in charge having the IC card 301 in which the failure identification information and the failure occurrence date / time information are stored presents the IC card 301 to the device manager of the facility where the multifunction peripheral 100 in which the failure has occurred is provided. Is read by a card reader 101 provided in the multi-function peripheral 100. Of course, the person in charge may directly read the IC card by the card reader 101 provided in the multifunction peripheral 100. Incidentally, the apparatus administrator can prevent unauthorized operation by the person in charge by causing the card reader 101 to read the information stored in the IC card 301.

  Then, the card reader 101 authenticates the person in charge of inspection and maintenance by comparing whether the failure identification information read from the IC card 301 is the same as the generated failure identification information. It is also possible to check whether the failure identification information has been authenticated within a certain period of time after generating the failure identification information using the failure occurrence date / time information read simultaneously with the failure identification information.

  With such a configuration, the person in charge of checking and maintaining the multifunction peripheral 100 can be authenticated by the failure identification information stored in the IC card, and failure repair can be supported.

  FIG. 2 is a block diagram illustrating a detailed configuration of the multifunction peripheral 100 illustrated in FIG.

  2 includes a card reading unit 101, a control unit 102, an output unit 103, a failure detection unit 104, a log generation unit 105, a log storage unit 106, a failure identification information generation unit 107, a U / I unit 108, An I / F unit 109 and a print medium reading unit 110 are provided.

  This multifunction device 100 is equipped with an image forming function that realizes reproduction of printed matter, print output, facsimile communication, and the like, and an authentication function that authenticates a person in charge of checking and maintaining a failure occurring in the image forming function. In the apparatus, the authentication function is a function for authenticating whether a person in charge corresponding to the failure is an authorized person after a failure has occurred in the image forming function.

  The image forming function of the multi-function device 100 includes the I / F unit 109 from the data read by the print medium reading unit 110 configured by a CCD (Charge Coupled Devices) or the like or from a node in the network in which the multi-function device 100 is provided. The control unit 102 controls data received via the control unit 102 and outputs a print medium on which the data is printed from the output unit 103.

  The print medium reading unit 110 is a reading device that optically reads information described on a print medium conveyed by an ADF (Auto Document Feeder) or the like. The I / F unit 109 is a communication interface that realizes mutual communication with the failure information management apparatus 200 of the failure management center in addition to the nodes in the network in which the multifunction peripheral 100 is provided.

  The control unit 102 includes a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and the like, and performs copy processing and digital processing of data read by the print medium reading unit 110. In addition to controlling, print output processing and facsimile communication processing based on processing requests from nodes connected via the I / F unit 109 are controlled.

  Then, the output unit 103 is instructed to output the controlled data, and the output unit 103 configured by a print engine or the like prints the data and outputs a print medium.

  When a failure occurs due to the image forming function having such a configuration, the failure detection unit 104 detects the failure.

  When the failure detection unit 104 detects a failure, the failure detection unit 104 notifies the control unit 102 and the log generation unit 105 that the failure has been detected, and the log generation unit 105 indicates “error code” indicating the content of the detected failure. At the same time.

  In response to the failure detection notification from the failure detection unit 104, the log generation unit 105 generates history information (hereinafter also referred to as “log information”) that records the state of the failure that has occurred. When generating the log information, the failure occurrence date / time information on the occurrence of the failure is acquired, and the failure specifying information generating unit 107 is instructed to generate the failure specifying information.

  In response to the instruction, the failure identification information generation unit 107 generates failure identification information including a device number that identifies the multifunction peripheral 100 that is the source of the failure, and an error code that indicates the type of failure.

  The device number that constitutes the failure identification information is a number that identifies the multifunction device 100 that is the failure occurrence source by a manufacturing number or a MAC address given when the multifunction device 100 is generated, and an error code that indicates the type of the failure is The identification information indicates the content of the failure detected by the failure detection unit 104. Based on the failure identification information generated by the failure identification information generation unit 107, the MFP 100 in which the failure has occurred can be identified, and it can be authenticated whether the person in charge corresponding to the failure of the MFP 100 is legitimate.

  When this failure identification information generated based on an instruction from the log generation unit 105 is transferred to the log generation unit 105, the log generation unit 105 accumulates the failure identification information and the acquired failure occurrence date / time information in the log accumulation unit 106.

  The log storage unit 106 is a storage device and stores the log information generated by the log generation unit 105. An example of log information managed by the log storage unit 106 is shown in FIG.

  The log information shown in FIG. 3 is an example managed by a table configuration. From the [management number] column 31, the [failure identification information] column 32, the [failure occurrence date] column 33, and the [error handling status flag] column 34, Composed.

  The [Fault Identification Information] column 32 is a column indicating the fault identification information generated by the fault identification information generation unit 107, and the [Fault Occurrence Date / Time] column 33 is information on the date and time when the fault occurred, The status flag column 34 is flag information indicating the response status of the failure that has occurred. Furthermore, the [management number] column 31 is a number for identifying the accumulated log information.

  For example, the log information of the record whose “management number” column 31 is “0101” has an IC card in which the failure specific information “mf3cc001err” is stored as the failure occurring in “06/06/12 16:50”. Indicates that the person in charge is “corresponding”.

  The failure identification information shown in the [failure identification information] column 32 includes a device number for identifying the failure source and an error code indicating the type of failure. In the “mf3cc001err” in the above example, “mf3cc "Constitutes the device number, and" 001err "constitutes the error code.

  By accumulating log information with such an apparatus configuration, it becomes possible to specify the content of a failure that has occurred based on the failure specifying information generated by the failure specifying information generating unit 107.

  When the log information generated by the log generation unit 105 is stored in the log storage unit 106, the log generation unit 105 causes the control unit 102 to include a failure identification information and failure occurrence date / time information stored in the log storage unit 106. Send outbreak notification. The control unit 102 that has received the failure occurrence notification from the log generation unit 105 transfers the failure occurrence notification to the failure information management apparatus 200 of the failure management center via the I / F unit 109.

  Upon receiving the failure occurrence notification, the failure information management device performs a setting process for setting a person in charge, and transfers the failure occurrence notification to the card information writing device 300 owned by the person in charge. When the card information writing device 300 receives the failure occurrence notification, the IC card 301 stores failure identification information and failure occurrence date / time information indicated by the failure occurrence notification.

  As shown in FIG. 1, when a person in charge holding the IC card 301 storing the failure identification information and the failure occurrence date / time information is dispatched, the device manager of the multifunction peripheral 100 is stored in the IC card 301. The card reading unit 101 reads the received information.

  The card reader 101 is a card reader that can read information from the IC card, and transmits the read failure identification information and failure occurrence date / time information to the control unit 102. The control unit 102 performs a process of confirming whether or not the failure identification information is stored as the content of the failure that has occurred in the log storage unit 106.

  The result of this confirmation processing is displayed on the U / I unit 108 to notify the device manager whether the person in charge having the IC card has been authenticated.

  The U / I unit 108 is a user interface constituted by a display display and a keyboard, and can issue operation instructions to the multifunction device 100.

  The apparatus administrator refers to the confirmation result displayed on the display that constitutes the U / I unit 108, and the failure identification information that is the same as the failure identification information read by the card reading unit 101 is accumulated in the log accumulation unit 106. If the person in charge having the IC card is authenticated, the person in charge is inspected and maintained for the multifunction peripheral 100.

  On the other hand, when the failure identification information is not stored in the log storage unit 106 as the failure content, the person in charge with the IC card cannot be authenticated, and inspection and maintenance by the person in charge are rejected.

  Therefore, only the person in charge having the fault identification information created by the MFP in which the fault has occurred can be inspected and maintained.

  FIG. 4 is a diagram showing a flow of detailed processing performed by the fault repair support system and apparatus of the present invention.

  In FIG. 4, when a failure occurs due to the image forming function of the multifunction peripheral, the processing is started, and the generated failure is detected (401). As the failure, for example, a mechanical part in the print engine is damaged, and it is detected that the normal operation of the print engine is disabled.

  Subsequently, the content of the detected failure is identified (402). For example, in the case of the above example, it is identified that the component is damaged in the print engine. Of course, there is a case where the content of the failure cannot be specified. In this case, the failure content is identified as unknown.

  Next, failure identification information for authenticating the person in charge corresponding to the failure that has occurred is generated (403), and log information as shown in FIG. 404) Accumulate (405).

  Then, the generated fault identification information and fault occurrence date / time information are notified to the fault information management apparatus 200 of the fault management center (406).

  Subsequently, when a person in charge corresponding to the occurrence of the failure is dispatched, the information stored in the IC card held by the person in charge is read (407). It is determined whether or not the failure identification information is included in the read information (408). If included (YES in 408), the failure identification information is determined (409). The detailed processing flow of this determination processing is shown in the flowcharts of FIGS.

  Then, the result of the determination process is displayed on the display (410). If the failure information is not included in the read information (NO in 408), the fact that the person in charge cannot be authenticated is displayed (410).

  Next, the flowcharts shown in FIGS. 5 to 8 will be described. The flowcharts shown in FIGS. 5 to 8 are flowcharts showing the detailed processing flow of the determination process shown in FIG.

  First, the flowchart shown in FIG. 5 starts processing when the failure identification information stored in the IC card is read, and compares the read failure identification information with the failure identification information accumulated as log information (501). Then, it is determined whether or not the two pieces of fault identification information are the same (502).

  If they are the same (YES in 502), since the read failure identification information is accumulated, the person in charge having the IC card in which the failure identification information is accumulated is authenticated (503). On the other hand, if the failure identification information is not the same (NO in 502), the person in charge is not authenticated (504) as illegal failure identification information or damaged failure identification information.

  Next, the flowchart shown in FIG. 6 starts processing when the failure identification information stored in the IC card is read, and compares the read failure identification information with the failure identification information accumulated as log information (601). . It is determined whether the two values are the same (602). If they are not the same (NO in 602), the person in charge having the IC card is not authenticated (603).

  On the other hand, if the failure identification information is the same (YES in 602), the elapsed time from the occurrence of the failure is counted (604). This measures the time elapsed up to the current date and time based on the failure occurrence date and time information read as information stored in the IC card.

  It is determined whether the elapsed time is within a predetermined time (605). If the elapsed time is within the predetermined time (YES in 605), the person in charge having the IC card is authenticated (606).

  If it is not within a predetermined time (NO in 605), the fact that the fault identification information is the same, but it takes a lot of time for the person in charge to be dispatched is set. Then (607), the person in charge confirms separately by the device manager.

  Subsequently, the flowchart shown in FIG. 7 starts processing when the failure identification information stored in the IC card is read, and compares the read failure identification information with the failure identification information accumulated as log information (701). . It is determined whether the two values are the same (702). If they are not the same (NO in 702), the person in charge having the IC card is not authenticated (703).

  On the other hand, when the failure identification information is the same (YES in 702), the response flag of the failure handling status is checked (704) to determine whether or not the failure for the failure identification information has been handled. (705).

  If the failure is not supported (YES in 705), the person in charge with the IC card storing the failure identification information is authenticated as a legitimate person in charge (706). If it has been handled (NO in 705), it is set that it has been handled (707), and the person in charge confirms it separately by the device administrator.

  The flowchart shown in FIG. 8 starts processing when the failure identification information stored in the IC card is read, and compares the read failure identification information with the failure identification information accumulated as log information (801). It is determined whether the two values are the same (802). If they are not the same (NO in 802), the person in charge with the IC card is not authenticated (803).

  On the other hand, if the failure specifying information is the same (YES in 802), the elapsed time is counted from the recording date and time information of the failure specifying information stored in the IC card and the current date and time (804). This recording date / time information is information indicating the date / time when the failure specifying information is written in the IC card by the card information writing device 300 shown in FIG.

  It is determined whether the elapsed time is within a predetermined time (805). If the elapsed time is within the predetermined time (YES in 805), the person in charge with the IC card that stores the fault identification information is authorized. The person in charge is authenticated (806). If the fixed time has passed (NO in 805), it is set that the fixed time has passed (807), and the process is terminated.

  Example 2 shown below is an example showing processing performed after authenticating the failure specifying information stored in the IC card held by the person in charge.

  FIG. 9 is a system configuration diagram showing a second embodiment configured by applying the fault repair support system and apparatus according to the present invention.

  FIG. 9 is similar to the configuration diagram shown in FIG.

  In the process of authenticating the person in charge by confirming the information stored in the IC card held by the person in charge when dispatching the person in charge of checking and maintaining the failure occurring in the multifunction peripheral 100, the card reading unit 101 The control unit 102 authenticates the person in charge having the IC card by comparing with the log information stored in the log storage unit 106 based on the information read in step (b).

  When the person in charge is authenticated by the control unit 102, the rewriting unit 901 is requested to rewrite the log information used for the authentication.

  The rewrite unit 901 rewrites the log information stored in the log storage unit 106 based on a rewrite request from the control unit 102. For example, the status in the [failure response status] column 34 of the log information shown in FIG. 3 is rewritten from “not supported” to “supported”.

  The control unit 102 requests the card reading unit 101 to update the information stored in the IC card, and the card reading unit 101 updates the information stored in the IC card. As the update process, for example, a process for deleting the fault identification information and the fault occurrence date / time information stored in the IC card is performed to prevent reuse of the fault identification information.

  FIG. 10 is a flowchart showing the flow of processing in the multifunction machine shown in FIG.

  The flowchart shown in FIG. 10 is similar to the process flow of the flowchart described with reference to FIG. 4 in the first embodiment. Up to the process flow for notifying the failure information management apparatus that a failure has occurred in the multifunction peripheral. This is the same as the flowchart shown in FIG. Therefore, the flowchart showing the flow of processing until the failure information management apparatus in the failure management center is notified of the occurrence of the failure shown in FIG. 10 will be described using the same number as the flowchart shown in FIG.

  In FIG. 10, when a failure occurs due to the image forming function of the multifunction device, the processing is started, the failure that has occurred is detected (401), and the content of the detected failure is identified. (402) Subsequently, failure identification information for authenticating a person in charge corresponding to the occurred failure is generated (403).

  Further, log information as shown in FIG. 3 associated with the failure occurrence date / time information is generated in the failure identification information (404) and stored (405). The generated fault identification information and fault occurrence date / time information are notified to the fault information management apparatus 200 of the fault management center (406).

  Then, the information stored in the IC card held by the person in charge of checking and maintaining the failure is read (1001), the failure identification information included in the read information and the failure identification included in the log information accumulated when the failure occurs. The information is compared (1002).

  As a result of the comparison, it is determined whether or not they are the same (1003). If they are not the same (NO in 1003), a message indicating that the person in charge having the IC card storing the failure identification information cannot be authenticated is displayed (1004). ) End the process.

  On the other hand, if the failure identification information is the same (YES in 1003), the elapsed time is counted from the failure occurrence date / time information and the current date / time information included in the information read from the IC card (1005). ), It is determined whether the measured elapsed time is within a certain time (1006). If the measured elapsed time exceeds a certain time (NO in 1006), that effect is displayed (1009) and the process is terminated.

  If the measured elapsed time is within a certain time (YES in 1006), inspection and maintenance of the fault that has occurred is permitted, and the information in the IC card used for authentication of the person in charge is deleted (1007). . Then, it is displayed that the person in charge holding the IC card is authenticated as an authorized person (1008).

  FIG. 11 is another flowchart showing the flow of processing in the multifunction machine shown in FIG.

  The flowchart shown in FIG. 11 is similar to the flowchart shown in FIG. 4 in the first embodiment, like the flowchart shown in FIG. 10, and the failure information management apparatus indicates that a failure has occurred in the multifunction peripheral. The flow of the process of notifying is the same as the flowchart shown in FIG. Therefore, the flowchart showing the flow of processing until the failure information management apparatus is notified of the occurrence of the failure shown in FIG. 11 will be described using the same numbers as those in the flowchart shown in FIG.

  In FIG. 11, when a failure occurs due to the image forming function of the multifunction device, the processing is started, the failure that has occurred is detected (401), and the content of the detected failure is identified (402). Subsequently, fault identification information for authenticating a person in charge corresponding to the fault that has occurred is generated (403).

  Further, log information as shown in FIG. 3 associated with the failure occurrence date / time information is generated in the failure identification information (404) and stored (405). The generated fault identification information and fault occurrence date / time information are notified to the fault information management apparatus 200 of the fault management center (406).

  Then, the information stored in the IC card held by the person in charge of checking and maintaining the failure is read (1101), the failure identification information included in the read information and the failure identification included in the log information accumulated when the failure occurs. The information is compared (1102).

  As a result of the comparison, it is determined whether or not they are the same (1103). If they are not the same (NO in 1103), a message indicating that the person in charge having the IC card storing the failure identification information cannot be authenticated is displayed (1104). ) End the process.

  On the other hand, if the failure identification information is the same (YES in 1103), the elapsed time is counted from the failure occurrence date / time information included in the information read from the IC card and the current date / time information (1105). ), It is determined whether the measured elapsed time is within a certain time (1106). If the measured elapsed time exceeds a certain time (NO in 1106), that effect is displayed (1109) and the process is terminated.

  If the measured elapsed time is within a certain time (YES in 1106), the response status flag indicating the response status of the failure accumulated as log information is updated from “not supported” to “handled” ( 1107). Then, the fact that the person in charge holding the IC card has been authenticated as a regular person in charge is displayed (1108).

  FIG. 12 is a system configuration diagram showing a third embodiment configured by applying the fault repair support system and apparatus according to the present invention.

  The configuration of the authentication system shown in FIG. 12 is similar to the configuration shown in FIG. 1. In FIG. 4, a client PC 400 is connected to the multi-function device 100 via a communication line, and a card reader 401 is connected to the client PC 400. Is installed.

  When an operation manager who manages the multifunction peripheral 100 performs a reading operation of information stored in the IC card using the card reader 401, the read information is transferred to the multifunction peripheral 100 via a communication line. Although FIG. 4 shows an example in which the MFP 100 and the client PC 400 are connected via a communication line, the present invention is not limited to this and may be connected wirelessly.

  In this configuration, the information on the IC card is read by the card reader 401 of the client PC 400, the read information is transferred to the multi-function device 100, and the authentication result of the person in charge performed by the multi-function device 100 based on the information is displayed on the client PC 400. To display.

  FIG. 13 shows a process transition in which a failure occurs in the multifunction device 100 and a person in charge of checking and maintaining the failure is authenticated by communication between the client PC 400 and the multifunction device 400.

  FIG. 13 is a sequence showing a transition of processing for authenticating a person in charge after a failure occurs, and the information is read by the card reader 401 installed in the client PC 400 by the reading operation of the information on the IC card by the apparatus administrator ( 1301) and the authentication request of the person in charge including the read information is transferred to the multi-function device 100 (1302).

  The MFP 100 that has received the information analyzes the received information, and identifies the authentication request of the person in charge and the type of the information (1303). Then, it is determined whether or not the failure specifying information is included in the analyzed information (1304). When it is confirmed that the failure specifying information is included, it is determined whether or not the failure specifying information is included as log information (1305).

  The determination result is transferred to the client PC 400 that is the information transfer source (1306), and the client PC that has received the determination result displays the determination result on the display (1307).

  The present invention is not limited to the embodiments described above and shown in the drawings, and can be implemented with appropriate modifications within a range not changing the gist thereof.

In the present invention, a recording medium (CD-ROM, DVD) readable by an information processing apparatus storing a program for causing an information processing apparatus having a communication function to execute the above-described operation or to configure the above-described means. It is also possible to configure an information processing apparatus of a system that executes the above-described processing by installing the program from a ROM or the like and executing the program.

  The medium for supplying the program to the information processing apparatus may be a communication medium (a medium that temporarily or fluidly holds the program, such as a communication line or a communication system). For example, the program may be posted on an electronic bulletin board (BBS: Bulletin Board Service) of a communication network and distributed via a communication line.

1 is a system configuration diagram showing a first embodiment of a fault repair support system according to the present invention. FIG. 2 is a block diagram illustrating a detailed configuration of the multifunction machine illustrated in FIG. 1. An example of log information. The figure which shows the flow of the detailed process performed with the failure repair assistance system and apparatus of this invention. The figure which shows the flow of the detailed process of a determination process. The figure which shows the flow of the detailed process of a determination process. The figure which shows the flow of the detailed process of a determination process. The figure which shows the flow of the detailed process of a determination process. The system block diagram which shows Example 2 comprised by applying the failure repair assistance system and apparatus concerning this invention. The figure which shows the flow of a process in the multifunctional device of a structure shown in FIG. FIG. 10 is another diagram showing the flow of processing in the MFP having the configuration shown in FIG. 9. The system block diagram which shows Example 3 which applied and comprised the failure repair assistance system and apparatus concerning this invention. The sequence diagram which shows the transition of the process which authenticates the person in charge after failure occurrence.

Explanation of symbols

100 MFP 101 Card reader (card reader)
DESCRIPTION OF SYMBOLS 102 Control part 103 Output part 104 Fault detection part 105 Log generation part 106 Log storage part 107 Fault specific information generation part 108 U / I
109 I / F
110 Print Media Reading Unit 200 Fault Information Management Device 300 Information Terminal (Card Information Writing Device)
301 IC card 400 Client PC
401 Card reader 901 Rewriting unit

Claims (6)

Equipment installed on the customer side
Fault identification information that identifies the failure upon occurrence of a failure, using the information terminal, to write to the storage medium held by the person in charge, the abnormality determination to the information management device having the function of distributing the information to the information terminal A transmission means for transmitting information ;
It means for storing the pre-Symbol fault identification information,
Collation means for collating the fault identification information stored in the storage medium with the fault identification information stored in the storage means;
A determination unit that determines that the person in charge is legitimate when the failure identification information stored in the storage medium matches the failure identification information stored in the storage unit in the verification by the verification unit ;
An erasure unit for erasing the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage unit when the person in charge is determined to be legitimate by the determination unit; ,
Comprising
The information management device includes:
A failure repair support system comprising a delivery unit that delivers the failure identification information transmitted by the transmission unit to the information terminal . Equipment installed on the customer side
  In order to write the failure identification information for identifying the failure at the time of the occurrence of the failure and the failure occurrence date / time information for identifying the date and time when the failure has occurred into the storage medium owned by the person in charge using the information terminal, Transmitting means for transmitting the failure identification information and the failure occurrence date and time information to an information management device having a function of distributing information;
  Storage means for storing the fault identification information;
  Collation means for collating the fault identification information stored in the storage medium with the fault identification information stored in the storage means;
  The failure identification information stored in the storage medium in the verification by the verification unit matches the failure identification information stored in the storage unit, and the failure occurrence date / time information stored in the storage medium and the current date / time Determination means for determining that the person in charge is normal when the elapsed time calculated based on the time is within a predetermined time;
  An erasure unit for erasing the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage unit when the person in charge is determined to be legitimate by the determination unit; ,
  Comprising
  The information management device includes:
  Distribution means for distributing failure characteristic information and failure occurrence date / time information transmitted by the transmission means to the information terminal
  With
  Fault repair support system. Generating means for generating failure specifying information for specifying the failure when the failure occurs;
  In order to write the failure identification information generated by the generation means into a storage medium held by a person in charge using an information terminal, the failure identification information is transmitted to an information management apparatus having a function of distributing the information to the information terminal. Sending means to
  Storage means for storing the fault identification information generated by the generation means;
  Collation means for collating the fault identification information stored in the storage medium with the fault identification information stored in the storage means;
  A determination unit that determines that the person in charge is legitimate when the failure identification information stored in the storage medium matches the failure identification information stored in the storage unit in the verification by the verification unit;
  An erasure unit for erasing the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage unit when the person in charge is determined to be legitimate by the determination unit; ,
  A device comprising: Generating means for generating failure identification information for identifying the failure at the time of occurrence of the failure and failure occurrence date / time information for identifying the date and time when the failure occurred;
  For the information management apparatus having a function of distributing the failure identification information and the failure occurrence date / time information generated by the generation means to the information terminal in order to write the information to the storage medium held by the person in charge using the information terminal A transmission means for transmitting
  Storage means for storing fault identification information generated by the generation means;
  Collation means for collating the fault identification information stored in the storage medium with the fault identification information stored in the storage means;
  Based on the failure occurrence date and time information stored in the storage medium and the current date and time, the failure identification information stored in the storage medium in the verification by the verification unit matches the failure identification information stored in the storage. Determining means for determining that the person in charge is normal when the elapsed time calculated in the above is within a predetermined time;
  An erasure unit for erasing the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage unit when the person in charge is determined to be legitimate by the determination unit; ,
  A device comprising: A generation step for generating failure specifying information for specifying the failure when the failure occurs;
  A transmission step for transmitting the failure identification information generated in the generation step to an information management apparatus having a function of distributing to the information terminal in order to write the failure identification information in a storage medium held by the person in charge using the information terminal; ,
  An accumulation step of accumulating in the accumulation means the fault identification information generated by the generation step;
  A collation step of collating fault identification information stored in the storage medium with fault identification information stored in the storage;
  A determination step of determining that the person in charge is legitimate when the failure identification information stored in the storage medium in the verification in the verification step matches the failure identification information stored in the storage unit;
  Erase to erase the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage means when the person in charge is determined to be legitimate by the determination step Steps,
  A fault repair support program that causes a computer to execute. A generation step of generating failure specifying information for specifying the failure at the time of occurrence of the failure and failure occurrence date and time information for specifying the date and time when the failure has occurred;
  For the information management apparatus having a function of distributing the failure identification information and the failure occurrence date / time information generated in the generation step to the information terminal in order to write the information to the storage medium held by the person in charge using the information terminal Sending step to send,
  A collation step of collating the fault identification information generated by the generation step with the fault identification information stored in the storage unit;
  When the failure identification information stored in the storage medium in the verification in the verification step matches the failure identification information stored in the storage unit and is within the time stored in the storage medium, A determination step of determining that it is normal;
  Erasing to erase the failure identification information stored in the storage medium without erasing the failure identification information stored in the storage means when the person in charge is determined to be legitimate by the determination step Step and
  A fault repair support program that causes a computer to execute.

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