JP6180149B2 - Terminal apparatus and control method - Google Patents

Description

  The present invention relates to a terminal device and the like.

  When performing maintenance work on a customer electronic device, a maintenance worker carries a maintenance terminal in which maintenance know-how is stored, connects to the network at the customer site, acquires RAS information of the customer electronic device, Perform maintenance work. In recent years, there are cases where a maintenance center receives various information such as RAS information of customer electronic devices via a network, and performs maintenance work based on the received information and maintenance know-how in the maintenance center.

  According to this method, detailed information on customer electronic equipment can be matched with a vast amount of maintenance know-how in the maintenance center, and accurate maintenance work can be performed.

JP 2005-321955 A

  However, there are many cases in which connection is not permitted from the customer side due to security problems when applying the above-described conventional technology. The present invention intends to realize appropriate maintenance work by connecting a maintenance terminal and a maintenance center via a network while ensuring the security of a customer.

  In one aspect, a terminal device and a control method that have been made in view of the above and can realize appropriate maintenance work by connecting a maintenance terminal and a maintenance center via a network while ensuring customer security. The purpose is to provide.

  In the first proposal, the terminal device includes an acquisition unit, a transmission unit, a reception unit, and a history transmission unit. The acquisition unit acquires, from the electronic device, first information that is not permitted to be transmitted to the server and second information that is permitted to be transmitted to the server via the short-distance network. The transmission unit transmits the second information to the server via the long-distance network. The receiving unit receives third information corresponding to the second information from the server. The history transmission unit generates history information of processing of the acquisition unit, the transmission unit, and the reception unit, and transmits the generated history information to the server.

  According to one embodiment of the present invention, an appropriate maintenance operation can be realized by connecting a maintenance terminal and a maintenance center via a network while ensuring customer security.

FIG. 1 is a diagram illustrating a configuration of a system according to the present embodiment. FIG. 2 is a diagram illustrating the configuration of the maintenance terminal according to the present embodiment. FIG. 3 is a diagram illustrating an example of a data structure of maintenance knowledge information. FIG. 4 is a diagram (1) illustrating an example of the exchange order information. FIG. 5 is a diagram (2) illustrating an example of the exchange order information. FIG. 6 is a diagram illustrating an example of a display screen that displays the exchange order information. FIG. 7 is a diagram illustrating an example of a display screen that displays work completion information. FIG. 8 is a diagram illustrating the configuration of the maintenance server according to the present embodiment. FIG. 9 is a diagram illustrating an example of the data structure of the suspected part determination table. FIG. 10 is a flowchart (1) showing the processing procedure of the maintenance terminal. FIG. 11 is a flowchart (2) showing the processing procedure of the maintenance terminal. FIG. 12 is a flowchart showing a processing procedure of the maintenance server.

  Embodiments of a terminal device and a control method disclosed in the present application will be described below in detail with reference to the drawings. Note that the present invention is not limited to the embodiments.

  For example, when maintenance work is performed, RAS information is obtained from an electronic device via a network, and failure information is determined by a diagnostic function built in the maintenance terminal. However, an accurate judgment cannot be made only by RAS information for maintenance workers. In addition, since the diagnosis function built in the maintenance terminal is limited, there are cases where it is desired to refer to the maintenance know-how accumulated in the maintenance center. In order to realize the two, it is necessary to obtain operation information in the customer electronic device through the network, and to obtain maintenance knowledge in the maintenance center by connecting to the maintenance center through the network. In this case, when viewed from the customer, it seems that the customer electronic device and the maintenance center are connected via the maintenance terminal via the network. This is where security customers question. As for the content of the suspicion, customer operation information flows to the maintenance center via the maintenance terminal. Another point is that some operation may be performed on the customer's electronic equipment from within the maintenance center. However, as described above, only two points are necessary in the maintenance work: the maintenance terminal obtains information from the customer electronic device and the maintenance terminal obtains information from the maintenance center. Therefore, even if it seems that the customer electronic device and the maintenance center are connected to the customer via the maintenance terminal, it is guaranteed that the information will not be sent from the maintenance terminal to the customer electronic device or the maintenance center. If so, the above connection may be permitted.

  Furthermore, the maintenance center wants to accumulate RAS information of customer electronic devices for the maintenance knowledge accumulation. I also want to accumulate the history of maintenance work. Naturally, an inquiry message for the maintenance knowledge of the maintenance center is sent from the maintenance terminal to the maintenance center. As an exception to the above three types of limited information, it is necessary to permit transmission of information from the maintenance terminal to the maintenance center. For this purpose, it is necessary to ensure that the information sent from the maintenance terminal to the maintenance center is limited to the above three types of information.

  In view of the above points, in the system shown in this embodiment, appropriate maintenance work can be realized by connecting the maintenance terminal and the maintenance center via the network while ensuring the security of the customer.

  The configuration of the system according to the present embodiment will be described. FIG. 1 is a diagram illustrating an outline of operation of the system according to the present embodiment. As shown in FIG. 1, this system includes a customer system 10, a maintenance terminal 100, and a maintenance center 300. The customer system 10 is connected to the maintenance terminal 100 via an in-house LAN (Local Area Network), a wireless network, or the like. The maintenance terminal 100 and the maintenance center 300 are connected to each other via an external network 50. The maintenance center 300 has a maintenance server 200. The maintenance center 300 is connected to an EMA (environmental management) station 400 via a network.

  The customer system 10 includes an electronic device 20. The electronic device 20 corresponds to, for example, a PC (Personal Computer), a server, a printer, a network device, an external storage, a refrigerator, a washing machine, a television, a stereo component, a medical device, or a machine tool.

  The electronic device 20 has an agent program. For example, when the electronic device 20 is connected to the maintenance terminal 100, the electronic device 20 starts an agent by executing an agent program. The agent acquires operation information and RAS information and transmits them to the maintenance terminal 100.

  The operation information is information that is not permitted to be transmitted to the maintenance center 300 via the external network 50. The contents of the operation information include information and history related to the business of the customer, and information related to medical treatment, such as medical information, body temperature, blood pressure, medication, and medical practice.

  RAS (Reliability Availability Serviceability) information is used to detect and predict hardware and software failures, and to collect and store the history of hardware and software operations in order to respond quickly and accurately when a failure occurs. Information. For example, an error code when a hardware minor error occurs, a history of minor faults automatically repaired by the hardware, and the like. Since this information does not include customer business information, the RAS information is information that is permitted to be transmitted to the maintenance center 300 via the external network 50. In addition, the RAS information may include information for specifying an electronic device in which an error has occurred, the date and time when the error has occurred, and the like. Since this RAS information does not depend on customer operations, it can be stored as maintenance knowledge for general use in the maintenance center.

  The maintenance terminal 100 is a device that performs appropriate maintenance according to the business situation of the customer based on the operation information and RAS information acquired from the customer system 10 and the latest maintenance knowledge information obtained from the maintenance center 300.

  For example, the maintenance knowledge information includes information on a plurality of types of suspected failure parts corresponding to the RAS information. The maintenance terminal 100 carried by the maintenance staff who handles the failure has the operation information acquired from the electronic device (this operation information stays in the maintenance terminal and is not sent to the maintenance center) and the electronic device acquired from the electronic device. When the maintenance center receives the RAS information of the electronic device and the RAS information of the electronic device, the maintenance center side determines that it is necessary. Is identified. The maintenance terminal 100 transmits failure handling history information recorded in the maintenance terminal 100 to the maintenance center when the maintenance work is completed. The maintenance center accumulates failure handling history information in maintenance knowledge. Work completion information is also sent to the maintenance center. After that, the maintenance terminal 100 initializes the data in the terminal, and erases the operation information, the RAS information, the maintenance knowledge, the trouble handling history, and other storage unit information acquired from the customer system 10. This is only an example, and the same maintenance work is performed during regular maintenance.

  The maintenance center 300 accumulates the RAS information and failure handling history transmitted from the maintenance terminal 100 in the maintenance knowledge in the maintenance center, and updates each time maintenance work is performed. As a matter of course, the knowledge is updated based on technical information sent as appropriate. In addition, the maintenance center 300 transmits a communication history including all communication contents between the maintenance terminal 100 and the electronic device 20 sent from the maintenance terminal 100 and all communication between the maintenance terminal 100 and the maintenance server 200. The communication history including the contents is stored, and the hash value of each communication history is calculated and stored in the maintenance server 200, or the hash value is transmitted to the EMA station 400 without being stored. This hash value may be accompanied by attribute information related to the communication history, for example, the name of the communication device pair, the communication device ID, and the communication time. The EMA station 400 stores the hash value sent from the maintenance center 300 together with the attribute information. Further, this hash value and attribute information accompanying it may be attached with an electronic signature. In calculating the hash value, a policy is appropriately determined and executed according to the policy.

  The EMA station 400 is similar to the environmental management station disclosed in Japanese Patent No. 4818664. The EMA station 400 includes in the station something similar to the TPM chip constituting the maintenance terminal shown in FIG. For example, the EMA station 400 has a function of managing genuine product information of software and hardware incorporated in a customer's device such as the electronic device 20 and auditing a maintenance terminal, a maintenance center, and the like as necessary. It should be noted that the act relating to the authentication of the maintenance terminal, the maintenance center, etc. follows the PKI system as the prior art. At that time, the TCG technology disclosed in IETF RFC 5792/5793 may be applied to signature key management and the like.

  The maintenance terminal 100 and the maintenance server 200 of the maintenance center 300 and the EMA station 400 shown in FIG. 1 are assumed to perform data communication securely using, for example, TCG (Trusted Computing Group) technology. .

  An example of the TCG technology used in this embodiment will be described. Terminals and devices connected to the Internet are constantly exposed to security threats, and there are cases where unexpected modifications are made to the software structure that constitutes the platform due to viruses, spyware, other malicious scripts, unauthorized access, and the like. For such risks, TCG realizes a safe computing environment by ensuring the reliability of the platform. Here, the platform indicates hardware, OS, application, and the like.

  For example, there is a limit to conventional security measures that depend only on software against the threat of software tampering. For this reason, TCG embeds a TPM (Trusted Platform Module) chip in the platform and uses the TPM chip as a trust route to construct a reliable computing environment that is extremely difficult to falsify. Further, by using the TPM chip, hardware-based data / certificate protection and a secure cryptographic processing environment can be realized.

  Next, the TPM chip will be described. The TPM chip is a birdware chip bound to an electronic device and has tamper resistance. The TPM chip is physically bound to the main components of the electronic device so that it cannot be removed from the electronic device. For example, the component parts of the electronic device correspond to a motherboard or the like. Since the TPM chip is designed with the functions, memory area, and processor power to be minimized, it can be manufactured at low cost and can be applied to various electronic devices and platforms.

  For example, the functions of the TPM include a function for generating and storing an RSA (Rivest Shamir Adleman) secret key, and a function for signing, encrypting, and decrypting with an RSA secret key. In RSA, a pair of a private key and a public key is created. In addition, the functions of the TPM include a function for performing a hash calculation of SHA-1 (Secure Hash Algorithm 1) and a function for holding environment information of the electronic device. When the bound electronic device is activated, the TPM measures the software code in the boot process to the BIOS, OSloader, and OS kernel, hashs the measured software code, and registers it in a register inside the TPM. Further, the TPM collects hardware information of the bound electronic device, hashes the hardware information, and registers the hashed information in a register in the TPM.

  In the TCG technology, a software stack and a software interface are defined in order to use a TPM chip that is a hardware device from a higher-level application or library. This software stack is called TSS (TCG Software Stack), and is composed of software modules that store the functions of TPM chips whose resources are limited. The application of the electronic device can access the function of the TPM chip described above using the interface provided by the TSS. The TPM chip ensures the validity of hash value collection by managing the rules for collecting hash values with the TPM chip on the customer system side by hashing and adding a signature. Moreover, the TPM chip proves the non-falsification of the rule by checking the current rule and signature as necessary. As a result, the TPM chip ensures that there is no falsification in the rules for collecting hash values by referring to the rules that have been proven to be non-falsified on the TPM chip side.

  Next, the configuration of the maintenance terminal 100 shown in FIG. 1 will be described. FIG. 2 is a diagram illustrating the configuration of the maintenance terminal according to the present embodiment. As shown in FIG. 2, the maintenance terminal 100 includes a communication unit 110, an input unit 120, a display unit 130, an interface unit 140, a TPM chip 150, a storage unit 160, and a control unit 170. The units 110 to 170 are connected to each other by a bus 180.

  The communication unit 110 is a processing unit that performs data communication with other devices via the external network 50. For example, the communication unit 110 exchanges data with the maintenance server 200 via the network 50. The communication unit 110 performs data communication with the customer system 10 via an in-house network. The control unit 170 described later exchanges data with the electronic device 20a and the maintenance server 200 via the communication unit 110.

  The input unit 120 is an input device that inputs various types of information to the maintenance terminal 100. For example, the input unit 120 corresponds to a keyboard, a mouse, a touch panel, or the like. The display unit 130 is a display device that displays various types of information output from the control unit 170. For example, the display unit 130 corresponds to a liquid crystal display, a touch panel, or the like. The interface unit 140 is an interface connected to various external devices.

  The TPM chip 150 is a TPM chip that conforms to the above-described TCG technology. For example, the TPM chip 150 attaches an electronic signature to information transmitted from the control unit 170 described later to the maintenance server 200 using a secret key stored in the TPM chip 150.

  The storage unit 160 is a storage device that stores operation information 161, RAS information 162, maintenance knowledge information 163, replacement order information 164, and failure handling history information 165. For example, the storage unit 160 corresponds to a RAM (Random Access Memory). That is, when the power supply is stopped, the information stored in the storage unit 160 is deleted.

  The storage unit 160 includes an information area 160a, a maintenance area 160b, and an analysis area 160c. Information that is not permitted to be transmitted to the maintenance server 200 is stored in the information area 160a. For example, operation information 161 is stored in the information area 160a. Information that is permitted to be transmitted to the maintenance server 200 is stored in the maintenance area 160b. For example, the RAS information 162 is stored in the maintenance area 160b. The maintenance area 160b stores replacement order information 164 and failure handling history information 165.

  The analysis area 160c is a work area in which an analysis unit 175 described later performs work. For example, maintenance knowledge information 163 is stored in the analysis area 160c. Further, the operation information 161 in the information area 160a is read and stored in the analysis area 160c. The RAS information 162 in the maintenance area 160b is read and stored in the analysis area 160c.

  The operation information 161 is information acquired from the electronic device 20 of the customer system 10. As described above, the operation information 161 includes configuration information such as a business log, device configuration, software configuration, and IP address. The business log is information including a history of operation results of each electronic device 20 of the customer system 10, for example. This business log is information that is not permitted to be transmitted to the maintenance center 300 via the external network 50.

  The RAS information 162 is information acquired from the electronic device 20 of the customer system 10. As described above, the RAS information 162 acquires and accumulates the history of the operation of the hardware and software in order to detect a sign of a hardware and software failure and to quickly and accurately respond to the occurrence of the failure. Information.

  The maintenance knowledge information 163 includes information on a plurality of suspected failure parts corresponding to the RAS information. FIG. 3 is a diagram illustrating an example of a data structure of maintenance knowledge information. In the example shown in FIG. 3, the maintenance knowledge information 163 associates the suspected part, the suspected probability, and the replacement time. The suspected part is information that uniquely identifies a part that may have caused a failure. The suspicion probability is a value indicating the probability of indicating that the part has caused the failure. The higher the numerical value, the higher the possibility of causing the failure. The replacement time indicates the time required to replace the corresponding part.

  In FIG. 3, for example, the suspected part “part A” has the possibility of being a suspected part “50%”, and the time required to replace the part A is “60 minutes”.

  The replacement order information 163 is information indicating the replacement order of the suspected part. A specific description of the exchange order information will be described later.

  The failure handling history information 165 includes information on the history of processing executed by the maintenance terminal 100. For example, the failure handling history information 165 includes the direction of transmitted / received data, the substance of the data, the type of information, the source of the information, the destination of the information, the timing at which the information was processed, and the worker information. That is, all of the history of processing executed by the control unit 170 described later is included in the failure handling history information 165. Detailed description regarding the control unit 170 will be described later.

  Next, the control unit 170 will be described. The control unit 170 includes an acquisition unit 171, a storage processing unit 172, a transmission unit 173, a reception unit 174, an analysis unit 175, a history generation unit 176, a determination unit 177, and an initialization unit 178. The control unit 170 corresponds to, for example, an integrated device such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). Moreover, the control part 170 respond | corresponds to electronic circuits, such as CPU (Central Processing Unit) and MPU (Micro Processing Unit), for example.

  The acquisition unit 171 is a processing unit that performs data communication with the agent of the electronic device 20a and acquires operation information and RAS information from the agent. The acquisition unit 171 outputs the operation information and the RAS information to the storage processing unit 172.

  The storage processing unit 172 stores the operation information in the information area 160 a of the storage unit 160 and stores the RAS information in the maintenance area 160 b of the storage unit 160. The operation information stored in the information area 160a is expressed as operation information 161. The RAS information stored in the maintenance area 160b is referred to as RAS information 162.

  The transmission unit 173 is a processing unit that transmits the RAS information 162 stored in the maintenance area 160 b to the maintenance server 200. The transmission unit 173 requests the TPM chip 150 to give an electronic signature, thereby giving an electronic signature to the RAS information 162 and sending the RAS information 162 to the maintenance server 200. The transmission unit 173 may encrypt the RAS information 162 using a public key that is paired with the secret key of the TPM chip of the maintenance server 200 and transmit the RAS information to the maintenance server 200.

  The receiving unit 174 is a processing unit that receives the maintenance knowledge information 163 corresponding to the RAS information 162 from the maintenance server 200. The receiving unit 174 stores the received maintenance knowledge information in the analysis area 160c of the storage unit 160. The maintenance knowledge information stored in the analysis area 160c is referred to as maintenance knowledge information 163.

  The maintenance knowledge information transmitted from the maintenance server 200 is given an electronic signature generated by the TPM chip of the maintenance server 200. Based on the public key that is paired with the private key of the TPM chip of the maintenance server 200, the maintenance knowledge information 163, and the electronic signature attached to the maintenance knowledge information 163, the reception unit 174 has the appropriate maintenance knowledge information 163. It is determined whether or not there is. The reception unit 174 stores the maintenance knowledge information 163 in the analysis area 160c when the maintenance knowledge information 163 is appropriate.

  Further, when the maintenance knowledge information 163 is encrypted, the reception unit 174 requests the TPM chip 150 to decrypt the maintenance knowledge information 163, and stores the decrypted maintenance knowledge information 163 in the analysis area 160c. .

  The analysis unit 175 moves the operation information 161 in the information area 160a to the analysis area 160c. The analysis unit 175 moves the RAS information 162 in the maintenance area 160b to the analysis area 160c. Then, the analysis unit 175 determines the optimal replacement order of the suspected part based on the operation information 161, the RAS information 162, and the maintenance knowledge information 163.

  Here, an example of processing in which the analysis unit 175 determines the optimum replacement order of the suspected part will be described. First, the analysis unit 175 obtains the average operating rate of each electronic device 20 at each time based on the operation information 161. The analysis unit 175 refers to the average operating rate of each electronic device 20 at each obtained time, and specifies a time when the average operating rate is equal to or greater than a threshold value. In the following description, a time that is later than the current time and at which the average operating rate closest to the current time is equal to or greater than a threshold value is referred to as a target time.

  Subsequently, the analysis unit 175 calculates the difference between the current time and the target time. In the following description, the difference between the current time and the target time is expressed as a difference time. The analysis unit 175 determines an optimal replacement order from the relationship between the total time obtained by adding the replacement times of the suspected parts included in the maintenance knowledge information 163 and the difference time. The analysis unit 175 executes the following processing after removing the suspected parts that have not failed from the suspected parts based on the RAS information 162. For example, the suspected part in which the error code has not occurred among the suspected parts is not the part in which the failure has occurred, and thus the analysis unit 175 removes the suspected part from the suspected part.

  A case where the total time is larger than the difference time will be described. In this case, the analysis unit 175 gives priority to the suspected part having a short replacement time, determines the replacement order, and generates replacement order information. For example, when the maintenance knowledge information 163 is shown in FIG. 3, the analysis unit 175 generates the exchange order information 164 shown in FIG. FIG. 4 is a diagram (1) illustrating an example of the exchange order information. As shown in FIG. 4, the replacement order information 164 indicates that the suspected part “part B” having the shortest replacement time has the replacement order “first place”, and then the suspected part “part C” is “second place” and the suspected part “ “Part A” becomes “3rd place”.

  A case where the total time is equal to or greater than the difference time will be described. In this case, the analysis unit 175 gives priority to the suspicious component having a high suspicion probability, determines the replacement order, and generates replacement order information. For example, assuming that the maintenance knowledge information 163 is as shown in FIG. 3, the analysis unit 175 generates the exchange order information shown in FIG. FIG. 5 is a diagram (2) illustrating an example of the exchange order information. As shown in FIG. 5, the replacement order information 164 indicates that the suspected part “part A” having the highest day-to-day probability has the replacement order “first place”, and then the suspected part “part B” is “second place”. “Part C” becomes “3rd place”.

  The analysis unit 175 displays the generated replacement order information 164 on the display unit 130. FIG. 6 is a diagram illustrating an example of a display screen that displays the exchange order information. The analysis unit 175 may also display the target time information on the display unit 130 together. For example, the supplementary information in FIG. 6 corresponds to the target time. In addition, the analysis unit 175 stores the replacement order information in the maintenance area 160b.

  The history generation unit 176 monitors the processing of the acquisition unit 171, the storage processing unit 172, the transmission unit 173, the reception unit 174, and the analysis unit 175, and the history of processing executed by each unit 171 to 175 is used as failure handling history information 165. A processing unit to be generated. For example, the history generation unit 176 receives the information of the operation information 161 and the RAS information 162 received by the reception unit 171, the time when each information was received, the origin of each information, and the time when each information was processed. The fault handling history information 165 is left. In addition, the history generation unit 176 provides information on the substance of the RAS information 162 transmitted by the transmission unit 173, the time when the RAS information 162 is transmitted, the origin of the RAS information 162, and the time when the RAS information 162 is processed. It remains in the handling history information 165. In addition, the history generation unit 176 includes the entity of the maintenance knowledge information 163 received by the reception unit 175, the time when the maintenance knowledge information 163 is transmitted, the origin of the maintenance knowledge information 163, and the time when the processing was performed on the maintenance knowledge information 163. The information is left in the failure handling history information 165. The history generation unit 176 stores the failure handling history information 165 in the maintenance area 160b. The maintenance worker information is acquired via the input unit 120.

  The determination unit 177 is a processing unit that determines whether or not the maintenance work has been completed. For example, the determination unit 177 performs data communication with the electronic device 20a when the information indicating that the replacement work is completed is obtained from the maintenance worker via the input unit 120, and the customer system 10 operates normally. Get information about whether or not

  When the customer system 10 is operating normally, the determination unit 177 generates maintenance information and transmits the generated maintenance information to the maintenance server 300. The maintenance information includes replacement order information 164 and failure handling history information 165. The maintenance information is given an electronic signature by the TPM chip 150. After transmitting the maintenance information to the maintenance server 200, the determination unit 177 outputs an initialization request to the initialization unit 178.

  When the initialization unit 178 receives an initialization request from the determination unit 177, the initialization unit 178 erases all the information stored in the information area 160a, the maintenance area 160b, and the analysis area 160c of the storage unit 160. The initialization unit 178 transmits initialization completion information indicating that the initialization is completed to the maintenance server 200. The initialization completion information is given an electronic signature by the TPM chip 150.

  The initialization unit 178 causes the display unit 130 to display the received work completion report information when the work completion report information is received from the maintenance server 200 after transmitting the initialization completion information. FIG. 7 is a diagram illustrating an example of a display screen that displays work completion information.

  Next, the configuration of the maintenance server 200 included in the maintenance center 300 shown in FIG. 1 will be described. FIG. 8 is a diagram illustrating the configuration of the maintenance server according to the present embodiment. As illustrated in FIG. 8, the maintenance server 200 includes a communication unit 210, an input unit 220, a display unit 230, an interface unit 240, a TPM chip 250, a storage unit 260, and a control unit 270. The units 210 to 270 are connected to each other by a bus 280.

  The communication unit 210 is a processing unit that performs data communication with other devices via the external network 50. For example, the communication unit 210 exchanges data with the maintenance terminal 100 via the network 50. A control unit 270 described later exchanges data with the maintenance terminal 100 via the communication unit 210.

  The input unit 220 is an input device that inputs various types of information to the maintenance server 200. For example, the input unit 220 corresponds to a keyboard, a mouse, a touch panel, or the like. The display unit 230 is a display device that displays various types of information output from the control unit 270. For example, the display unit 230 corresponds to a liquid crystal display, a touch panel, or the like. The interface unit 240 is an interface connected to various external devices.

  The TPM chip 250 is a TPM chip that conforms to the above-described TCG technology. For example, the TPM chip 250 gives an electronic signature to information transmitted from the control unit 270 described later to the maintenance terminal 100 using a secret key stored in the TPM chip 250. In addition, when the control unit 170 requests decryption of information, the TPM chip 250 decrypts information using the secret key of the TPM chip 250.

  The storage unit 260 is a storage device that stores maintenance knowledge 260a. The maintenance knowledge 260a includes a suspected part determination table 261, a maintenance information table 262, and an initialization completion information table 263. For example, the storage unit 260 corresponds to a storage device such as a hard disk device, a semiconductor memory device such as a random access memory (RAM), a read only memory (ROM), and a flash memory.

  The suspected part determination table 261 is a table in which various RAS information and information on a suspected part that causes a failure are associated with each other. FIG. 9 is a diagram illustrating an example of the data structure of the suspected part determination table. As shown in FIG. 9, the suspected part determination table 261 associates RAS information, suspected parts, suspected probabilities, and replacement times. Of these, RAS information is information that uniquely identifies a failure or the like. The explanation about the suspected part, the suspected probability, and the replacement time is the same as the explanation about the suspected part, the suspected probability, and the replacement time shown in FIG.

  For example, in the example illustrated in FIG. 9, when the RAS information is “RAS information X1”, the suspected parts that may have caused the failure are “part A, part B, and part C”. Has been. Further, the suspicious probabilities of the suspicious parts “part A, part B, part C” are “50%, 30%, 20%”, respectively, and the replacement time is “60 minutes, 5 minutes, 10 minutes”, respectively.

  The maintenance information table 262 is a table that stores maintenance information received from the maintenance terminal 100. As described above, the maintenance information includes the replacement order information 164 and the failure handling history information 165. The initialization completion information table 263 is a table that stores initialization completion information received from the maintenance terminal 100.

  The control unit 270 has a management unit 271. The control unit 270 corresponds to, for example, an integrated device such as an ASIC or FPGA. The control unit 270 corresponds to an electronic circuit such as a CPU, for example.

  The management unit 271 is a processing unit that receives RAS information, maintenance information, and initialization completion information from the maintenance terminal 100 and executes various processes. Hereinafter, processing when the management unit 271 receives RAS information, maintenance information, and initialization completion information will be described in order. When the information is encrypted, the management unit 271 requests the TPM chip 250 to perform decryption. In addition, when an electronic signature is given to the information, the management unit 271 determines whether the electronic signature is appropriate using a public key that is paired with the TPM chip of the maintenance terminal 100, and In the case of the following, the following processing is executed.

  Processing when the management unit 271 receives RAS information from the maintenance terminal 100 will be described. The management unit 271 compares the RAS information with the suspected part determination table 261 and generates maintenance knowledge information including the suspected part, suspected probability, and replacement time corresponding to the RAS information. The management unit 271 transmits maintenance knowledge information to the maintenance terminal 100.

  The management unit 271 requests the TPM chip 250 to give an electronic signature, thereby giving an electronic signature to the maintenance knowledge information and transmitting the maintenance knowledge information to the maintenance terminal 100. In addition, the management unit 271 may encrypt the maintenance knowledge information using a public key that is paired with the secret key of the TPM chip of the maintenance terminal 100 and transmit the encrypted information to the maintenance terminal 100.

  Processing when the management unit 271 receives maintenance information from the maintenance terminal 100 will be described. The management unit 271 stores the maintenance information in the maintenance information table 262. The management unit 271 may update the suspected component determination table 261 according to the content of the maintenance information.

  Processing when the management unit 271 receives initialization completion information will be described. When the management unit 271 receives the initialization completion information, the management unit 271 stores the initialization completion information in the initialization completion information table 263. The management 271 generates completion report information and transmits the completion report information to the maintenance terminal 100.

  The management unit 271 assigns an electronic signature to the completion report information by requesting the TPM chip 250 to give an electronic signature, and transmits the completion report information to the maintenance terminal 100. Further, the management unit 271 may encrypt the completion report information using a public key that is paired with the secret key of the TPM chip 150 of the maintenance terminal 100 and transmit the encrypted information to the maintenance terminal 100.

  Further, the management unit 271 hashes the failure handling history information included in the maintenance information and transmits the hashed history information to the EMA station 400. For example, the management unit 271 requests the TPM chip 250 to perform hashing. The digital signature of the TPM 250 may be added to the hashed failure handling history information. The hashed troubleshooting history information transmitted to the EMA station 400 is stored in the EMA station 400.

  Next, processing procedures of the maintenance terminal 100 and the maintenance server 200 according to the present embodiment will be described. 10 and 11 are flowcharts showing the processing procedure of the maintenance terminal. As shown in FIG. 10, when the maintenance terminal 100 and the electronic device 20 of the customer system 10 are connected (step S101), the maintenance terminal 100 activates the agent program of the electronic device 20 (step S102).

  The maintenance terminal 100 acquires operation information and RAS information via the agent (step S103). The maintenance terminal 100 stores the operation information in the information area 160a and the RAS information in the maintenance area 160b (Step S104). The maintenance terminal 100 transmits the RAS information provided with the electronic signature by the TPM chip 150 to the maintenance server 200 (step S105).

  The maintenance terminal 100 receives the maintenance knowledge information and stores it in the analysis area 160c (step S106). The maintenance terminal 100 moves the operation information 161 in the information area 160a and the RAS information 162 in the maintenance area 160b to the analysis area 160c (step S107). The maintenance terminal 100 generates replacement order information (step S108), and proceeds to step S109 in FIG.

  The description shifts to the description of FIG. The maintenance terminal 100 displays replacement order information (step S109). The maintenance terminal 100 accepts the completion of the replacement work (step S110) and determines whether or not the customer system 10 operates normally (step S111). If the customer system 10 does not operate normally (No at Step S111), the maintenance terminal 100 outputs an error (Step S112) and proceeds to Step S110.

  When the customer system 10 operates normally (step S111, Yes), the maintenance terminal 100 transmits maintenance information to which the electronic signature by the TPM chip 150 is attached to the maintenance server 200 (step S113). For example, the maintenance information includes replacement order information 164 and failure handling history information 165. The maintenance terminal 100 performs initialization (step S114), and transmits initialization completion information added with an electronic signature by the TPM chip 150 to the maintenance server 200 (step S115). The maintenance terminal 100 receives the completion report information from the maintenance server 200 and displays it (step S116).

  FIG. 12 is a flowchart showing the processing procedure of the maintenance center. As shown in FIG. 12, RAS information is received from the maintenance terminal 100 (step S201), and maintenance knowledge information corresponding to the RAS information is transmitted to the maintenance terminal 100 (step S202).

  The maintenance server 200 receives the maintenance information from the maintenance terminal 100 and stores the maintenance information (step S203). The maintenance server 200 receives the initialization completion information from the maintenance terminal 100, and stores the initialization completion information (step S204). The maintenance server 200 transmits completion report information to the maintenance terminal 100 (step S205).

  Next, effects of the maintenance terminal 100 according to the present embodiment will be described. The maintenance terminal 100 acquires operation information that is not permitted to be transmitted to the maintenance center 300 and RAS information that is permitted to be transmitted to the maintenance center 300 from the electronic device 20 via the short-distance network. The maintenance terminal 100 transmits RAS information to the maintenance center 300 via the network 50. The maintenance terminal 100 receives maintenance knowledge information corresponding to the RAS information from the maintenance center 300. Then, the maintenance terminal 100 leaves the processing history of the control unit 170 as the failure handling history information 165 and transmits the failure handling history information to the maintenance center 300. On the maintenance center side, a communication history including all communication contents between the maintenance terminal 100 and the electronic device 20 sent from the maintenance terminal 100 and all communication contents between the maintenance terminal 100 and the maintenance server 200 are displayed. The communication history including the communication history is stored, and the hash value of each communication history is calculated and stored in the maintenance server, or the hash value is transmitted to the EMA station 400 without being stored. This hash value may be accompanied by attribute information related to the communication history, for example, the name of the communication device pair, the communication device ID, and the communication time. The EMA station 400 stores the hash value sent from the maintenance center 300 together with the attribute information. Further, this hash value and attribute information accompanying it may be attached with an electronic signature. When the maintenance center falsifies the communication history, the hash value is different from the hash value stored in the EMA station, so that the falsification is detected. Therefore, the maintenance center does not at least intentionally tamper with the communication history. As a result, accurate maintenance work can be carried out based on various kinds of information such as RAS information of customer electronic equipment acquired by the maintenance terminal 100 and a vast amount of maintenance know-how in the maintenance center, without the customer having any doubts about security. can do.

  In addition, the maintenance terminal 100 acquires operation information and RAS information from the electronic device 20 via the in-house network, stores the operation information in the information area 160a, and stores the RAS information in the maintenance area 160b. The maintenance terminal 100 transmits the RAS information of the maintenance area 160b to the maintenance server 200, and receives maintenance knowledge information corresponding to the RAS information from the maintenance server 200. For this reason, the maintenance terminal 100 can notify the maintenance worker of information for executing an appropriate maintenance work by using the maintenance knowledge information obtained from the maintenance server 200.

  Further, since the maintenance terminal 100 generates the exchange order information based on the operation information and the maintenance knowledge information, and displays it on the display unit 130, the time during which the work can be performed on the customer device is limited depending on the business situation of the customer. Even in such a case, it is possible to propose an optimal replacement order for the suspicious part. For example, even when the usage peak time of the customer system 10 is approaching, a maintenance service of a certain quality or more can be provided regardless of the skill of the maintenance worker.

  The maintenance terminal 100 uses a RAM as the storage unit 160. For this reason, by turning off the power of the maintenance terminal 100, the customer information stored in the storage unit 160 can be deleted, and information leakage can be prevented.

10 Customer system 50 Network 100 Maintenance terminal 200 Maintenance server

Claims (3)

Acquired via the short-range network, not allowed to send to the server, and acquires the second information which is allowed to transmit to the first information and the server containing information of a state of the electronic apparatus from the electronic apparatus And
A transmission unit that transmits the second information including information on a failure of the electronic device to the server via a long-distance network;
A receiving unit for receiving third information from the server including information on a plurality of handling methods related to a failure of the electronic device of the second information;
An analysis unit that analyzes the first information and the third information to identify priorities of the plurality of handling methods;
A history transmission unit that generates history information of processing of the acquisition unit, the transmission unit, and the reception unit, and transmits the generated history information to the server;
The terminal device characterized by having. The terminal device according to claim 1, wherein the terminal device includes a RAM (Random Access Memory) as a storage device for storing information. The terminal device acquires first information that is not permitted to be transmitted to the server and second information that is permitted to be transmitted to the server from the electronic device via the short-distance network,
The terminal device transmits the second information to the server via a long-distance network;
The server transmits third information corresponding to the second information to the terminal device;
The terminal device receives the third information from the server;
The terminal device generates processing history information for the first information, the second information, and the third information, and transmits the generated history information to the server,
The control method, wherein the server executes each process of hashing the history information and transmitting it to another server.

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