JP5907913B2 - Device management system and device management method - Google Patents

Description

  The present invention relates to a device management system, a device management method, and a device management program.

  In a certain remote monitoring system, report information generated in the image forming apparatus is transmitted to the monitoring apparatus via the local network, and the monitoring apparatus accumulates the report information for each image forming apparatus, and stores the accumulated report information. The data is transmitted to the monitoring center via the network (see, for example, Patent Document 1).

JP 2004-227104 A

  When a maintenance service provider provides a maintenance service for an electronic device such as an image forming apparatus remotely, when a problem occurs in the electronic device, user support may be performed remotely. In that case, it is desirable that the maintenance service provider side obtains device state information indicating the state of the electronic device at the time when the failure occurs in the electronic device, and performs user support with reference to the device state information.

  However, if the maintenance service provider cannot obtain the device status information when a failure occurs in the electronic device due to a failure of the electronic device itself, a communication failure, or a power-off of the electronic device, the maintenance service provider side It becomes difficult to provide support.

The present invention has been made in view of the above problems, even in a situation where the electronic apparatus can not acquire the device state information, obtain a device management system and device management how to be able to take appropriate user support For the purpose.

The device management system according to the present invention receives an electronic device, an agent unit that acquires device state information indicating the state of the electronic device from the electronic device, and the device state information transmitted from the agent unit. A remote maintenance server to store, and a service terminal device that outputs an instruction to acquire the device status information to the remote maintenance server . The remote maintenance server sets a push transmission condition of the device status information in the agent unit, and the agent unit transmits the device status information to the remote maintenance server when the push transmission condition is satisfied. . The remote maintenance server receives and stores the device status information transmitted when the push transmission condition is satisfied. Further, when the remote maintenance server receives an acquisition instruction for the device status information from the service terminal device, the remote maintenance server transmits an acquisition instruction for the device status information to the agent unit, and (b1) the acquisition instruction When the acquisition of the device status information based on the device is successful, the device status information acquired based on the acquisition command is output to the service terminal device, and (b2) the acquisition of the device status information based on the acquisition command fails In the case, the device status information stored in the past is output to the service terminal device. Further, when the state of the electronic device changes, the electronic device notifies the agent unit of change information indicating a change in the state of the electronic device.

In the device management method according to the present invention, the device status information indicating the status of the electronic device is stored in the device status information by the remote maintenance server that receives the device status information transmitted from the agent unit that acquires from the electronic device. Setting a push transmission condition in the agent unit; receiving and storing the device status information transmitted from the agent unit when the push transmission condition is satisfied by the remote maintenance server; and a service terminal A device that outputs an acquisition instruction of the device status information to the remote maintenance server; and (a) when the remote maintenance server receives the acquisition instruction of the device status information from the service terminal device, the agent unit for (B1) The device status information acquired based on the acquisition instruction when the acquisition of the device status information based on the acquisition instruction is successful by the remote maintenance server. To the service terminal device, and (b2) when the acquisition of the device status information based on the acquisition instruction fails, the stored past device status information is output to the service terminal device; and And a step of notifying the agent unit of change information indicating a change in the state of the electronic device when the state of the electronic device is changed by the electronic device .

  According to the present invention, appropriate user support can be performed even in a situation where device state information cannot be acquired from an electronic device.

FIG. 1 is a block diagram showing a configuration of a device management system according to an embodiment of the present invention. FIG. 2 is a block diagram illustrating a basic configuration of the image forming apparatuses 101, 201, and 301 in FIG. FIG. 3 is a block diagram showing the configuration of the remote maintenance server 1 in FIG. FIG. 4 is a sequence diagram for explaining a device management process in the system shown in FIG.

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

  FIG. 1 is a block diagram showing a configuration of a device management system according to an embodiment of the present invention. In the system shown in FIG. 1, a plurality of image forming apparatuses 101, 201, and 301 are installed on each customer side of the maintenance service. A remote maintenance server 1 is installed on the maintenance service provider side. The remote maintenance server 1 acquires device status information from a plurality of image forming apparatuses 101, 201, and 301 for maintenance service.

  The remote maintenance server 1 is connected to the network 2. The image forming apparatus 101 is connected to the network 2, the image forming apparatus 201 is connected to the terminal device 202 connected to the network 2, and the image forming apparatus 301 is connected to the network 2. It is not a stand-alone. However, in the vicinity of the image forming apparatus 301, there is a mobile terminal apparatus 302 that can wirelessly communicate with the image forming apparatus 301 by short-range wireless communication, and the mobile terminal apparatus 302 can be wirelessly connected to the network 2. This mobile terminal device 302 is carried by a field service person who visits a customer site.

  The image forming apparatus 101, the terminal apparatus 202, and the mobile terminal apparatus 302 that can be connected to the network 2 have agent units 111, 211, and 311, respectively. The agent units 111, 211, and 311 perform data communication with the remote maintenance server 1 via the network 2. The agent units 111, 211, and 311 each acquire device status information indicating the current status of the image forming apparatuses 101, 201, and 301 and transmit the device status information to the remote maintenance server 1 via the network 2 (snapshot function). Have

  This device status information includes an event log, the status of consumables (toner, drum, etc.) in the apparatus, and various counter information.

  A service terminal device 3 is connected to the remote maintenance server 1. The service terminal device 3 is installed in, for example, a service center on the maintenance service provider side, and is used by a service person in a remote center. The service terminal device 3 moves from the service terminal device 3 to the remote maintenance server 1 according to the operation by the service person. An instruction to acquire status information, a request to browse the acquired device status information, and the like are transmitted.

  In addition, the agent units 111 and 211 transmit device status information to the remote maintenance server 1 when a push transmission condition set in the image forming apparatuses 101 and 201 is satisfied. In this embodiment, the agent units 111 and 211 repeatedly transmit device status information when the push transmission condition is satisfied to the remote maintenance server 1 every time the push transmission condition is satisfied.

  The push transmission condition is a condition that a predetermined state of the image forming apparatuses 101 and 201 is detected. That is, when the agent units 111 and 211 detect the state specified by the push transmission condition, the device state information is transmitted to the remote maintenance server 1.

  In this embodiment, the push transmission condition is set in each of the image forming apparatuses 101 and 201 by the remote maintenance server 1 in accordance with a command from the service terminal apparatus 3 operated by the service person.

  The push transmission condition includes, for example, the following items. You can set whether or not to enable the conditions for each item. That is, whether or not to validate the condition of each item is set according to a command from the service terminal device 3 operated by the service person.

(1) Power off

  When the main control unit 24 detects manual power-off or power-off based on schedule setting by a weekly timer, the agent units 111 and 211 transmit device status information to the remote maintenance server 1.

(2) Setting value change

  When the main control unit 24 detects a change in the setting value of the device setting by the user, the agent units 111 and 211 transmit device state information to the remote maintenance server 1.

(3) Mechanical configuration change

  When the main control unit 24 detects, for example, a paper feed / discharge option or a change / addition of a paper feed cassette (change or addition to a paper feed cassette of a different paper size), the agent units 111, 211 show the device status. Information is transmitted to the remote maintenance server 1.

(4) Event log

  When the main control unit 24 detects the addition of an event log for a specific event (for example, an error event such as a jam), the agent units 111 and 211 transmit device status information to the remote maintenance server 1.

(5) Counter

  Each time the main control unit 24 detects that the consumables counter (print page counter, toner consumption counter, etc.) has increased by a predetermined value (for example, every 100 counts), the agent units 111, 211 store the device status information. Send to remote maintenance server 1. Note that the consumable counter may be an existing one, or may be set separately for push transmission timing control. If the consumable counter value is set separately for push transmission timing control, the consumable counter value may be reset when the device status information is pushed.

(6) Sanitization

  When the main control unit 24 detects that a storage device (such as a hard disk drive) (not shown) in the image forming apparatuses 101 and 201 has been sanitized, the agent units 111 and 211 send the device status information to the remote Send to the maintenance server 1.

(7) Format of storage device

  When the main control unit 24 detects that a storage device (such as a hard disk drive) (not shown) in the image forming apparatuses 101 and 201 has been formatted, the agent units 111 and 211 store the device status information by remote maintenance. Send to server 1.

  Note that some or all of the items in the push transmission condition correspond to some or all of the items included in the device status information. In the above-described example, the setting value of the device setting, the mechanical value corresponding to (2) change of setting value, (3) change of mechanical configuration, (4) event log, and (5) counter of the push transmission conditions The configuration, event log, and counter value are included in the device status information.

  The agent units 111 and 211 described above also have a function (digital note function) for displaying a message screen on the operation panel of the image forming apparatuses 101 and 202 based on a message display instruction from the remote maintenance server 1. Then, a message display instruction or the like is transmitted from the service terminal device 3 to the remote maintenance server 1 in accordance with an operation by a service person in the center.

  FIG. 2 is a block diagram illustrating a basic configuration of the image forming apparatuses 101, 201, and 301 in FIG.

  The image forming apparatuses 101, 201, and 301 are electronic devices, and here are multifunction devices.

  The image forming apparatuses 101, 201, and 301 include an operation panel 11, a printing apparatus 12, an image reading apparatus 13, a facsimile apparatus 14, a communication apparatus 15, and a control apparatus 16.

  The operation panel 11 is arranged on the upper surface side of the housing of the image forming apparatuses 101, 201, and 301, and includes a display device 21 that displays a screen for the user and an input device 22 that receives an operation by the user. The display device 21 is a liquid crystal display or the like. The input device 22 is a hard key, a touch panel that implements a soft key together with the display device 21, or the like.

  The printing device 12 is an internal device that prints an image based on image data by, for example, an electrophotographic method. The image reading device 13 is an internal device that optically reads a document image from a document and generates image data of the document image. The facsimile device 14 is an internal device that transmits a facsimile signal of a document image or receives a facsimile signal and generates image data of the document image from the facsimile signal. The communication device 15 is a network interface, a modem, a peripheral device interface such as USB (Universal Serial Bus), and a short-range wireless communication interface such as Bluetooth (trademark).

  The control device 16 has a computer, loads a message display control program from a storage device or recording medium (not shown), and executes the message display control program on the computer to realize various processing units. In the control device 16, a display control unit 23 and a main control unit 24 are realized.

  The display control unit 23 controls screen display of the display device 21 of the operation panel 11.

  The main control unit 24 controls an internal device such as the printing device 12, specifies the state of the internal device, and generates device state information. The main control unit 24 performs device settings for the image forming apparatuses 101, 201, and 301.

  In the case of the image forming apparatus 101, although not shown, the agent unit 111 is realized in the control device 16. Further, the agent units 111, 211, and 311 are realized by executing a program by a computer in each of the devices 101, 202, and 302.

  FIG. 3 is a block diagram showing the configuration of the remote maintenance server 1 in FIG. The remote maintenance server 1 includes a communication unit 31 and an arithmetic processing unit 32.

  The communication unit 31 includes a communication circuit that performs data communication with the service terminal device 3 and a communication circuit that performs data communication via the network 2.

  The arithmetic processing unit 32 includes a computer, loads a device management program from a storage device or recording medium (not shown) to a RAM (Random Access Memory), and executes the device management program by a CPU (Central Processing Unit). Implement various processing units. In the arithmetic processing unit 32, a communication processing unit 41, a data management unit 42, and a device state information management unit 43 are realized.

  The communication processing unit 41 uses the communication unit 31 to perform data communication with the service terminal device 3 and also performs data communication with the agent units 111, 211, and 311 via the network 2.

  The data management unit 42 stores the device status information received from the agent units 1111, 211, 311 in a storage device, database, or the like (not shown).

  The device state information management unit 43 transmits an instruction to acquire device state information to the agent units 111 and 211 corresponding to the image forming apparatuses 101 and 201 from which the device state information is acquired, and when the device state information is successfully acquired. The communication unit 31 and the communication processing unit 41 receive device status information from the agent units 111 and 211.

  The received device status information is stored in association with the identification information of the image forming apparatus by the data management unit 42, and the device status information management unit 43 receives the service status information from the service terminal device 3 on the maintenance service provider side. In response to the request, the device status information is transmitted to the service terminal device 3.

  In addition, the device state information management unit 43 sets the push transmission condition of the device state information in the agent units 111 and 211.

  Furthermore, upon receiving an instruction to acquire device state information from the service terminal device 3 (a), the device state information management unit 43 transmits an instruction to acquire device state information to the agent units 111 and 211, and (b1) When the acquisition of the device status information based on the acquisition instruction is successful, the device status information acquired based on the acquisition instruction is output to the service terminal device 3, and (b2) when the acquisition of the device status information based on the acquisition instruction fails, The past device status information stored by the data management unit 42 (for example, the latest device status information in the past) is output to the service terminal device 3.

  Next, device management processing in the system will be described.

  FIG. 4 is a sequence diagram for explaining a device management process in the system shown in FIG. Here, the management of the image forming apparatus 101 using the agent unit 111 will be described, but the same management can be performed for the image forming apparatus 201 using the agent unit 211.

  When the service terminal device 3 detects the push transmission condition input operation by the service person for the device status information of the image forming apparatus 101 (step S1), the service terminal device 3 outputs a push transmission condition setting instruction to the remote maintenance server 1 (step S2). ). The push transmission condition setting instruction includes identification information of the image forming apparatus 101 to be set and information on the push transmission condition.

  In the remote maintenance server 1, when the device state information management unit 43 receives the push transmission condition setting instruction using the communication processing unit 41 and the communication unit 31, the device state information management unit 43 Using the communication unit 31, a push transmission condition registration instruction is transmitted to the agent unit 111 of the image forming apparatus 101 designated by the push transmission condition setting instruction (step S3).

  Upon receiving the push transmission condition registration instruction, the agent unit 111 registers the push transmission condition specified by the instruction (step S4).

  Thereafter, the agent unit 111 monitors whether or not the registered push transmission condition is satisfied.

  When various events occur in the image forming apparatus 101 and the state changes, the main control unit 24 of the image forming apparatus 101 notifies the agent unit 111 of change information indicating the change in the state (step S12).

  When the agent unit 111 receives the change information, the agent unit 111 determines whether or not the registered push transmission condition is satisfied at that time. When the agent unit 111 determines that the registered push transmission condition is not satisfied, the agent unit 111 does nothing particularly.

  On the other hand, when the agent unit 111 determines that the registered push transmission condition is satisfied (step S13), the agent unit 111 transmits the device status information to the remote maintenance server 1 (step S14).

  In the remote maintenance server 1, when the device status information is transmitted, it is received by the communication processing unit 41 and the communication unit 31 and stored by the data management unit 42 (step S15).

  As described above, the device status information automatically transmitted based on the push transmission condition is stored by the data management unit 42 of the remote maintenance server 1.

  On the other hand, when the service person performs an operation on the service terminal apparatus 3 to instruct acquisition of the device state information of the image forming apparatus 101, the service terminal apparatus 3 detects the operation (step S21), and forms an image. An instruction to acquire the device status information of the apparatus 101 is output to the remote maintenance server 1 (step S22).

  In the remote maintenance server 1, when the device state information management unit 43 receives the acquisition instruction using the communication processing unit 41 and the communication unit 31, the device state information management unit 43 immediately transmits a device state information acquisition instruction to the agent unit 111. (Step S23).

  At this time, if the device status information of the image forming apparatus 101 cannot be received from the agent unit 111 within a predetermined time, for example, because the power of the image forming apparatus 101 is turned off, the device status information management unit 43 performs the image formation. It is determined that acquisition of the device status information of the apparatus 101 has failed (step S24).

  If the acquisition of the device status information of the image forming apparatus 101 fails, the device status information management unit 43 specifies the latest device status information among the device status information stored by the data management unit 42 (step S25). The identified device status information is output to the service terminal device 3 together with the acquisition failure notification (step S26). The service terminal device 3 displays an acquisition failure message and its device status information (step S27).

  If the acquisition of the device status information is successful, in the remote maintenance server 1, the device status information management unit 43 outputs the device status information transmitted from the agent unit 111 to the service terminal device 3. The service terminal device 3 displays an acquisition success message and its device status information. When the device status information is successfully acquired, in the remote maintenance server 1, the data management unit 42 stores the device status information in association with the image forming apparatus 101.

  As described above, according to the above-described embodiment, the agent units 111 and 211 obtain the device status information indicating the status of the image forming apparatuses 101 and 201 from the image forming apparatuses 101 and 201, and the remote maintenance server 1 The device status information transmitted from the agent units 111 and 211 is received and stored. Then, the remote maintenance server 1 sets the device state information push transmission condition in the agent units 111 and 211, and the agent units 111 and 211 transmit the device state information to the remote maintenance server 1 when the push transmission condition is satisfied. To do.

  As a result, even when the remote service person cannot acquire the device status information from the image forming apparatuses 101 and 201, the latest device status information automatically acquired in the past can be browsed. It can be performed.

  The above-described embodiments are preferred examples of the present invention, but the present invention is not limited to these, and various modifications and changes can be made without departing from the scope of the present invention. is there.

  The present invention is applicable to remote management of a plurality of image forming apparatuses, for example.

DESCRIPTION OF SYMBOLS 1 Remote maintenance server 2 Network 3 Service terminal device 101,201 Image forming apparatus (example of electronic device)
111, 211 Agent unit 202 Terminal device

Claims (5)

Electronic equipment,
An agent unit for acquiring device state information indicating the state of the electronic device from the electronic device;
A remote maintenance server that receives and stores the device status information transmitted from the agent unit ;
A service terminal device that outputs the device status information acquisition instruction to the remote maintenance server ,
The remote maintenance server sets a push transmission condition of the device status information in the agent unit,
The agent unit transmits the device status information to the remote maintenance server when the push transmission condition is satisfied,
The remote maintenance server receives and stores the device status information transmitted when the push transmission condition is satisfied,
When the remote maintenance server receives the device status information acquisition instruction from the service terminal device, the remote maintenance server transmits the device status information acquisition instruction to the agent unit, and (b1) is based on the acquisition instruction. When acquisition of the device status information is successful, the device status information acquired based on the acquisition instruction is output to the service terminal device. (B2) When acquisition of the device status information based on the acquisition instruction fails , Outputting the stored past device status information to the service terminal device,
The electronic device notifies the agent unit of change information indicating a change in the state of the electronic device when the state of the electronic device changes;
Equipment management system characterized by The agent unit, the repeated each time a push transmission condition is met, sending claim 1 Symbol mounting device management and wherein the device state information when said push transmission condition is satisfied to the remote maintenance server system. The push transmission condition claim 1 or claim 2 equipment management system according a predetermined state of the electronic device is characterized in that it is detected. The agent unit, the electronics or the is built into the connected terminal to the electronic device, claims 1 to 3, characterized in that the data communication with the remote maintenance server via a network, The apparatus management system of any one of these. The device status information indicating the status of the electronic device is set in the agent unit by the remote maintenance server that receives the device status information transmitted from the agent unit acquired from the electronic device. And steps to
Receiving and storing the device status information transmitted from the agent unit when the push transmission condition is satisfied by the remote maintenance server;
The service terminal device outputs an instruction to acquire the device status information to the remote maintenance server;
The remote maintenance server receives (a) an instruction to acquire the device status information from the service terminal device, and transmits the device status information acquisition instruction to the agent unit.
(B1) When the acquisition of the device status information based on the acquisition instruction is successful by the remote maintenance server, the device status information acquired based on the acquisition instruction is output to the service terminal device; (b2) When the acquisition of the device status information based on the acquisition instruction fails, the stored past device status information is output to the service terminal device;
Notifying the agent unit of change information indicating a change in the state of the electronic device when the state of the electronic device is changed by the electronic device;
A device management method comprising:

Images