JP7000203B2 - Image forming device and server device - Google Patents

Description

The present invention relates to a technique for dealing with an error generated in an image forming apparatus.

Conventionally, in an image forming apparatus such as a printing device, when an error generated in the image forming apparatus is detected, it is determined whether or not the user can deal with the error by himself / herself, and if the user cannot deal with the error by himself / herself, a serviceman If the user can deal with the error by himself / herself, the contact information of the error is obtained from the server device and displayed. Such conventional error handling methods are described in paragraph [0053] -paragraph [0057], FIG. 12 of Patent Document 1.

Japanese Unexamined Patent Publication No. 2008-211662

However, in the case of the above-mentioned conventional error handling method, when the user cannot handle the error by himself / herself, only the contact information of the serviceman is displayed, so that only the serviceman registered in advance in the image forming apparatus can be requested. There was a possibility that a serviceman with little experience in dealing with the error that occurred would be dispatched.

If the user can deal with the error by himself / herself, the image forming apparatus shows how to deal with the error. However, since the coping method is created assuming the standard knowledge and skill of a general user, the image is displayed. It may take a lot of time for the error to be cleared if the user who touches the forming device infrequently deals with it.

Therefore, when a serviceman handles an error, the degree of service varies depending on the serviceman's handling experience. Therefore, when a user requests a serviceman, the serviceman with a higher degree of handling should handle the error. Was desired. In addition, when a user handles an error, the skill of handling the error differs depending on the user. Therefore, the user obtains useful information other than the error handling method registered in advance in the image forming apparatus and handles the error, or in some cases, the user handles the error. It was desired to ask a serviceman without dealing with the error himself.

The present invention has been made in view of the above circumstances, and an object of the present invention is to improve the efficiency of coping with an error generated in an image forming apparatus.

In order to solve the above problems, the image forming apparatus according to the present invention requests and transmits information identifying a highly evaluated serviceman having a certain or higher evaluation when the error can be dealt with only by the serviceman. In addition, the first transmitter that transmits the evaluation information evaluated by the highly evaluated serviceman to the server device, and the image forming device when the user can also take action against the error with the serviceman. A second request is to send information on an error handling method corresponding to user information indicating a situation, and to transmit user handling availability information indicating whether or not the user has been able to handle the error to the server device in association with the error handling method. It is characterized by including a transmitter.

According to the present invention, it is possible to improve the efficiency of coping with an error generated in an image forming apparatus.

It is a figure which shows the structure of a printing system. It is a figure which shows the error coping person management information of a server device. It is a figure which shows the serviceman evaluation information of a server apparatus. It is a figure which shows the user correspondence possibility information of a server apparatus. It is a figure which shows the error coping method information of a server device. It is a figure which shows the processing sequence of a printing system (when a service person deals with an error). It is a figure which shows the error-related information of a printing apparatus. It is a figure which shows the user information of a printing apparatus. It is a figure which shows the serviceman evaluation information of a printing apparatus. It is a figure which shows the processing sequence (when a user deals with an error) of a printing system. It is a figure which shows the user actionability information of a printing apparatus. It is a figure which shows the processing flow of a printing apparatus. It is a figure which shows the processing flow of a server apparatus (when a service person deals with an error). It is a figure which shows the processing flow of a server apparatus (when a user deals with an error).

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

<Printing system configuration>
FIG. 1 is a diagram showing a configuration of a printing system according to the present embodiment. The printing system 100 includes a plurality of printing devices 1 and one server device 2. The plurality of printing devices 1 are connected to the server device 2 so as to be able to communicate with each other via a communication network 3 such as a LAN. The communication network 3 may be wired or wireless, and the type of the communication network 3 is arbitrary.

<Function of printing device>
Next, the function of the printing apparatus 1 will be described. As shown in FIG. 1, the printing apparatus 1 includes a storage unit 11, a control unit 12, a communication processing unit 13, an input unit 14, a display unit 15, a paper transport unit 16, and a printing unit 17. Is configured with.

The storage unit 11 is a functional unit that stores information processed by the printing device 1. Specifically, the storage unit 11 has a function of readablely storing information necessary for the control unit 12 to generate predetermined information, information generated by the control unit 12, and information received from the server device 2. .. For example, the storage unit 11 stores information necessary for generating "error-related information" regarding an error, and also stores the generated "error-related information" in a readable manner. In addition to the predetermined information described later, the storage unit 11 also stores, for example, print job history information, print error history information, hardware adjustment values of the printing mechanism, and the like.

The control unit 12 is a functional unit that controls the processing executed by the printing apparatus 1.

Specifically, when an error occurs in the printing device 1, the control unit 12 shows "error-related information" about the printing device 1 including the error code of the error and the usage status of the user of the printing device 1. It has a function of generating "user information" and transmitting it to the server device 2.

Further, when the error can be dealt with only by the serviceman, the control unit 12 requests and transmits the information (serviceman ID) for identifying the highly evaluated serviceman having a certain evaluation or higher to the server device 2. At the same time, it has a function of generating "serviceman evaluation information" that evaluates error handling by the highly evaluated serviceman and transmitting it to the server device 2.

Further, when the user can take action on the error together with the serviceman, the control unit 12 provides "error-related information" and "error handling method information" corresponding to the "error-related information" and "user information" transmitted to the server device 2. A function to send a request to the server device 2, generate "user handling availability information" indicating whether or not the user was able to deal with the error based on the error handling method, and send it to the server device 2 in association with the error handling method. Be prepared.

Further, the control unit 12 has a function of generating "complementary information" for complementing the "error handling method information" and transmitting it to the server device 2.

The communication processing unit 13 is a communication interface of the printing device 1 with respect to the communication network 3. Specifically, the communication processing unit 13 has a function of transmitting predetermined information generated by the control unit 12 to the server device 2 and receiving information from the server device 2. For example, the communication processing unit 13 has the above-mentioned "error-related information", "user information", "serviceman evaluation information", "user handling availability information", and "user handling availability information" at predetermined timings according to the processing flow performed by the printing device 1. "Complementary information" is transmitted to the server device 2.

The input unit 14 is a functional unit that accepts input of information input by a user or a serviceman by touching a finger or the like. The display unit 15 is a screen for displaying error information generated by the printing apparatus 1 and a method for dealing with the error. The error handling method may be one stored in advance in the own device by the printing device 1 or may be acquired from the server device 2. Further, the error handling method may be displayed as a still image or a moving image. The input unit 14 and the display unit 15 constitute an operation panel of the printing device 1, and can input and display information (number of printed sheets, etc.) related to printing processing in addition to error information and error handling methods.

The paper transport unit 16 is a drive unit that transports the paper in the paper feed tray to a predetermined position. The printing unit 17 is a functional unit that prints print data to be printed on the paper conveyed to the predetermined position. The paper transport unit 16 and the printing unit 17 are printing mechanisms for performing printing processing in the printing apparatus 1.

<Function of server device>
Next, the function of the server device 2 will be described. As shown in FIG. 1, the server device 2 includes a storage unit 21, a control unit 22, and a communication processing unit 23.

The storage unit 21 is a functional unit that stores information processed by the server device 2. Specifically, the storage unit 21 has a function of readablely storing information received from the printing device 1 and predetermined information used for dealing with an error generated in the printing device 1. For example, the storage unit 21 stores "error handling person management information", "serviceman evaluation information", "user handling availability information", and "error handling method information". Further, the storage unit 21 stores "complementary information" received from the printing device 1 for complementing the error handling method. Hereinafter, this information will be described in detail.

FIG. 2 is a diagram showing "error handling person management information". "Error handling person management information" is information that defines a person who can handle an error. For example, an error code that identifies an error and a flag that defines a person who can handle the error are stored in association with each other. An error that can be dealt with only by a serviceman is associated with a flag dedicated to a serviceman together with a serviceman ID, and an error that can be dealt with by a user is associated with a flag that can be dealt with by a user. By using the "error handling person management information", it is possible to specify a person who can deal with the error generated in the printing apparatus 1.

FIG. 3 is a diagram showing "serviceman evaluation information". "Serviceman evaluation information" is information that defines a serviceman's evaluation for error handling. For example, the serviceman ID that identifies the serviceman, the error code of the error handled by the serviceman, the error handling result and number, the time required for error handling, and the user evaluation for the serviceman who dealt with the error. Serviceman evaluation for error handling and is stored in association with each other. The serviceman evaluation is a comprehensive evaluation of the serviceman for each error, and is calculated based on the error handling result, the number of cases, the required time, and the user evaluation. By using the "serviceman evaluation information", it is possible to identify a serviceman with a high evaluation. The symbols ○ and ×, the number of cases, and the points shown in FIG. 3 are examples of indicators for identifying a service person.

FIG. 4 is a diagram showing "user handling availability information". The "user handling availability information" is information indicating whether or not the user of the printing device 1 can deal with the error generated in the printing device 1. For example, the user ID that identifies the user, the error code of the error dealt with by the user, and the action result and the number of cases dealt with by the user are stored in association with each other. The symbols ◯ and × and the number of cases shown in FIG. 4 are also examples of indicators. The "user handling availability information" is used as a standard for determining whether or not to handle the error generated in the printing device 1 by the user himself / herself.

FIG. 5 is a diagram showing "error handling method information". "Error handling method information" is information that defines how to deal with each error. For example, an error code for identifying an error and an error handling method for defining an error handling method are stored in association with each other. When the "complementary information" of the error handling method is received from the printing device 1, the "complementary information" is treated as a part of the error handling method and is included in the error handling method and stored.

The control unit 22 is a functional unit that controls the processing executed by the server device 2.

Specifically, the control unit 22 is information (serviceman ID) that identifies a highly evaluated serviceman having a certain or higher evaluation when the error of the printing device 1 can be dealt with only by the serviceman. When a request is received from the printing device 1, it has a function of transmitting information (serviceman ID) for identifying the highly evaluated serviceman to the printing device 1.

Further, when the control unit 22 receives the "serviceman evaluation information" evaluated by the highly evaluated serviceman from the printing device 1, the control unit 22 stores the "serviceman evaluation information" of the highly evaluated serviceman stored in the storage unit 21. It has a function to update. For example, if the error is resolved by a high-rated serviceman, add 1 to "○ (solved)" in "Number of error handling cases" in "Serviceman evaluation information" (Fig. 3), and if the error is not resolved, "×". (Did not resolve) ”and add 1. Details will be described in step S118 of FIG.

Further, when the user can also deal with the error of the printing device 1 together with the serviceman, the control unit 22 prints "error-related information" and "error handling method information" corresponding to the "user information". When a request for "user handling availability information" regarding the user of the device 1 is received from the printing device 1, the "error handling method information" and the "user handling availability information" corresponding to the "error handling method information" are obtained. It has a function of transmitting to the printing device 1.

Further, when the control unit 22 receives the "user handling availability information" generated by the printing device 1 from the printing device 1 in association with the error handling method, the control unit 22 stores the "user handling availability information" stored in the storage unit 21. It has a function to update. For example, if the error is resolved by the user, 1 is added to "○ (can be addressed)" in "Number of error responses" in "User response availability information" (Fig. 4), and if the error is not resolved, "× (Correspondence)". I couldn't do it) ”and add 1. This corresponds to step S216 in FIG. 10 and the processing of the server device 2 after step S214.

Further, when the control unit 22 receives the "complementary information" for complementing the error handling method from the printing device 1, the control unit 22 responds to the request of the "error handling method information" from the printing device 1 by "error handling method". It has a function of transmitting "complementary information" together with "information" to the printing apparatus 1.

The communication processing unit 23 is a communication interface of the server device 2 with respect to the communication network 3. Specifically, the communication processing unit 23 has a function of transmitting information to be transmitted controlled by the control unit 22 to the printing device 1 and receiving information from the printing device 1. For example, the communication processing unit 23 transmits the above-mentioned "user handling availability information", "error handling method information", "complementary information", etc. to the printing device 1 at a predetermined timing according to the processing flow performed by the server device 2. do.

<Processing of printing system>
Next, the operation of the error handling method performed by the printing system 100 will be described. First, the operation when the serviceman handles the error will be described, and then the operation when the user handles the error will be described.

(When the serviceman handles the error)
The operation when the serviceman handles the error is explained. FIG. 6 is a diagram showing a processing sequence when a serviceman deals with an error.

Step S101;
First, when the printing device 1 detects an error generated in the printing device 1, the printing device 1 transmits the error detection information to the server device 2.

Step S102;
Next, the printing apparatus 1 generates "error-related information". The "error-related information" is information about the error code of the detected error and the printing device 1. As shown in FIG. 7, for example, an error code of the detected error, status information indicating the state of the printing device 1 when the error is detected, attribute information of the printing device 1, and the like are included. The status information is, for example, the total number of printed pages, information on the usage status of the cartridge, information on the usage status of the photoconductor unit, the fixing unit, and the transfer unit, the number of times the power is turned on, the temperature inside the printing device, and the like. Further, the attribute information is, for example, the serial number of the printing device 1, the firmware version of the mechanical controller of the printing mechanism, and the like.

Step S103;
Next, the printing device 1 generates "user information". The "user information" is information regarding the usage status of the user who is using the printing apparatus 1. As shown in FIG. 8, for example, a user ID, a period of use (years of use, etc.) of the printing device 1, experience information indicating whether or not a printing device of the same type as the printing device 1 has been used in the past, and use. It includes information on the number of times, information on a special usage of the printing apparatus 1, information on functions frequently used by the user, information on the user authority in use, and the like. The information on the special usage is, for example, information on the frequent occurrence of jam due to the use of thick paper. Further, the information regarding the frequently used function is, for example, a stable function or the like. Further, the information regarding the user authority during use is a general user if the logged-in user is the user of the printing device 1, and a serviceman if the logged-in user is a serviceman. The "user information" may be automatically detected from the user operation performed by the printing device 1, or may be set by the user on the operation panel. In addition, it may be edited by a serviceman.

Step S104;
Next, the printing device 1 together with "error-related information" (FIG. 7) and "user information" (FIG. 8), requests "user handling availability confirmation request" in order to confirm whether or not the detected error can be dealt with by the user. Is transmitted to the server device 2.

Step S105;
Next, the server device 2 is included in the "error-related information" (FIG. 7) using the "error handler management information" (FIG. 2) based on the "user response availability confirmation request" from the printing device 1. Identify whether only the serviceman can handle the error of the error code, or the user can handle it together with the serviceman, and the person who can handle the error.

Step S106;
Next, the server device 2 returns the error-handling person (only the serviceman or the serviceman and the user) specified by the server device 2 to the printing device 1 as a "user-handling availability confirmation response".

Step S107;
Next, the printing device 1 determines whether or not the user can deal with the detected error by using the "user actionability confirmation response" from the server device 2. Specifically, when the person who can handle the error is "only the serviceman", it is determined that the serviceman needs to deal with it, and the process proceeds to step S108 and subsequent steps. On the other hand, when the person who can handle the error is a "serviceman and a user", it is determined that the user can also handle the error, and the process proceeds to the process after step S201 in FIG. 10 to be described later.

Step S108;
Next, when the printing apparatus 1 determines that the serviceman needs to take action, the printing apparatus 1 displays on the operation panel that the serviceman needs to take action.

Step S109;
Next, the printing device 1 transmits a "high evaluation serviceman ID acquisition request" to the server device 2 in order to acquire the serviceman ID of the high evaluation serviceman having a certain evaluation or higher.

Step S110;
Next, the server device 2 uses the "serviceman evaluation information" (FIG. 3) based on the "highly evaluated serviceman ID acquisition request" from the printing device 1, and the serviceman of the error handler identified in step S105. The serviceman ID of the serviceman with the highest serviceman evaluation is specified from the IDs.

Step S111;
Next, the server device 2 returns the serviceman ID specified by the server device 2 to the printing device 1 as a “highly evaluated serviceman ID acquisition response”.

Step S112;
Next, the printing device 1 acquires a serviceman ID from the "highly rated serviceman ID acquisition response" received from the server device 2, and issues a "serviceman dispatch request" for requesting error handling. It is transmitted to the serviceman terminal 4 of the serviceman corresponding to.

Steps S113 to S116;
Next, the printing device 1 accepts the input of the serviceman ID by the serviceman dispatched to the printing device 1, and after the serviceman handles the error, the printing device 1 accepts the input of the user evaluation to the serviceman. Generate "serviceman evaluation information". The "serviceman evaluation information" generated by the printing device 1 is information related to the evaluation of the serviceman who has dealt with the error generated in the printing device 1. As shown in FIG. 9, for example, the error code of the error currently occurring, the serviceman ID of the dispatched serviceman, the error handling result indicating whether or not the error has been resolved, the time required for error handling, and the like. User evaluation for error handling of servicemen is included. Regarding the error handling time, the time from when the serviceman inputs the serviceman ID until the error is resolved may be calculated by the printing device 1, or the time calculated by the serviceman using a clock or the like may be input. You may.

Step S117;
Next, the printing device 1 transmits the "serviceman evaluation information" (FIG. 9) generated by the printing device 1 to the server device 2.

Step S118;
Finally, when the server device 2 receives the "serviceman evaluation information" (FIG. 9) from the printing device 1, the server device 2 updates the "serviceman evaluation information" (FIG. 3) stored in the server device 2. For example, when the error is resolved, 1 is added to the number of "○ (solved)". If the error handling time is "60 minutes", the time required for error handling is changed from "10 minutes to 50 minutes" to "10 minutes to 60 minutes". Furthermore, the serviceman evaluation so far is updated based on the number of error handling cases after the change, the required time, and the user evaluation. For example, if the number of error resolutions is 90% or more, the average error handling time is 45 minutes or less, and the user evaluation of "good" is 80% or more of the overall evaluation, the serviceman evaluation is regarded as "excellent".

[Modification 1]
In the processing sequence of FIG. 6, a case where "user information" is generated at the timing of step S103 and transmitted at the timing of step S104 has been described, but since "user information" is used when a user to be described later deals with it. , May be generated after it is determined in step S107 that the user can also deal with it.

[Modification 2]
In the processing sequence of FIG. 6, the case where the server device 2 identifies a person who can handle an error has been described. However, the printing device 1 shares "error handling person management information" (FIG. 2) with the server device 2, and the printing device 1 May identify the person who can handle the error in its own device.

[Modification 3]
In step S107, an example in which the user handles the error when the person who can handle the error is a "serviceman and a user" has been described, but the serviceman may decide to handle the error and proceed to the process after step S108.

[Modification 4]
In step S107, the case where the printing device 1 determines whether or not the user can deal with the error has been described. However, the "user handling availability confirmation response" from the server device 2 is displayed on the operation panel, and the printing device 1 is displayed. User may determine.

[Modification 5]
In steps S109 to S111, the case of requesting the high evaluation serviceman ID has been described, but the printing device 1 transmits the request for the serviceman evaluation information and uses the received serviceman evaluation information to make the high evaluation serviceman ID. May be specified.

[Modification 6]
In steps S110 to S112, the case where the printing device 1 requests a serviceman has been described, but the serviceman ID specified by the server device 2 in step S110 or the serviceman specified by the printing device 1 in [Modification 5]. The server device 2 may request a serviceman from its own device using the ID. In this case, the server device 2 transmits the serviceman dispatch request to the serviceman terminal 4.

[Modification 7]
In step S112, the case where the printing device 1 transmits the serviceman ID to the serviceman terminal 4 has been described, but the user of the printing device 1 calls the serviceman of the serviceman ID without using the printing device 1. You may send a message or send it by e-mail.

[Modification 8]
In step S110, the case where the serviceman ID of the highly evaluated serviceman is specified by using the serviceman evaluation included in the "serviceman evaluation information" (FIG. 3) has been described, but is included in the "serviceman evaluation information". The serviceman ID of the highly evaluated serviceman may be specified by using all or part of the number of error handling cases, the required time, the user evaluation, and the serviceman evaluation. For example, after step S108 and before step S109, the user is made to specify the respective priorities for the error handling results and the time required for error handling, and is transmitted to the server device 2, and the high evaluation service is performed according to the priority. A method to identify the man can be considered. For example, when error handling time is prioritized over error handling certainty, even if the serviceman evaluation in the "serviceman evaluation information" is below the threshold value, the serviceman with the shortest error handling time is highly evaluated. Identify as a serviceman. In this way, the serviceman ID of the highly evaluated serviceman is specified according to the priority for each evaluation item (number of error handling cases, time required for error handling, user evaluation, serviceman evaluation) included in the "serviceman evaluation information". By doing so, it is possible to dispatch a serviceman who meets the user's current wishes.

(When the user handles the error)
Next, the operation when the user handles the error will be described. FIG. 10 is a diagram showing a processing sequence when a user deals with an error. This processing sequence is processing when it is determined in step S107 of FIG. 7 that the user can also deal with it.

Step S201;
First, when the printing device 1 can deal with the detected error together with the serviceman, the printing apparatus 1 has an "error handling method" corresponding to the "error-related information" and "user information" transmitted in step S104. An "error handling method acquisition request" is sent to the server device 2 to acquire "information", and a "user handling availability information acquisition request" is sent to the server to acquire "user handling availability information" corresponding to the detected error. Send to device 2.

Steps S202, S203;
Next, the server device 2 first determines whether or not it is necessary to send the error handling method to the printing device 1 based on the "error handling method acquisition request" and the "user handling availability information acquisition request" from the printing device 1. Is determined. Depending on the type of the detected error, the case where the error handling method already stored in the printing device 1 is sufficient is considered. If it is necessary to send the error handling method, the process proceeds to step S204 or later, and if the error handling method is not required to be sent, the user handling method non-notification information indicating that the error handling method is not notified is requested. The process is terminated by replying as "response" (step S203). At this time, the server device 2 may not return the "request response". As a result, it is possible to prevent the troublesomeness of displaying the error handling method on the operation panel of the printing device 1.

Step S204;
Next, the server device 2 corresponds to the "error-related information" (FIG. 7) and the "user information" (FIG. 8) received from the printing device 1 by using the "error handling method information" (FIG. 5). Determine how to deal with the error.

For example, the serial number of the printing device 1 included in the "error-related information" is old and the error cannot be resolved by a simple countermeasure, and the usage period of the printing device 1 included in the "user information" is equal to or longer than the threshold value. Or, if a printing device of the same type has been used in the past, an advanced countermeasure including hardware adjustment of the printing mechanism shall be used as the error countermeasure.

On the other hand, if the usage period of the printing device 1 is less than the threshold value and the printing device of the same type has not been used in the past, the operation panel is not an advanced countermeasure that requires hardware operation of the printing mechanism. Simple countermeasures such as setting in and replacing consumables are used as error countermeasures.

In addition, for example, when the printing apparatus 1 always uses special paper that is prone to jam, the countermeasure for changing the paper type is the error countermeasure. In this case, the printing device 1 may not display the coping method even if the error coping method is received from the server device 2, and the server device 2 does not transmit the error coping method to the printing device 1. You may.

In addition, if the user authority is the administrator authority, the error handling method is an advanced handling method including hardware adjustment of the printing mechanism. In the case of general user authority, the error handling method is not an advanced handling method that requires hardware operation of the printing mechanism, but a simple handling method such as setting on the operation panel or replacing consumables.

Step S205;
Further, the server device 2 extracts the error handling result and the number of cases corresponding to the error detected by the printing device 1 from the "user handling availability information" (FIG. 4).

Step S206;
Next, the server device 2 "requests and responds" to "error handling method information" including the error handling method determined in step S204 and "user handling availability information" including the error handling result and the number of cases extracted in step S205. Reply as.

Step S207;
Next, the printing device 1 determines whether or not the "request response" has been received in response to the "error handling method acquisition request" and the "user handling availability information acquisition request" transmitted to the server device 2 in step S201. do. If the "request response" is not received even after a certain period of time has elapsed, the process ends, and if the "request response" is received, the process proceeds to the process of step S208 and subsequent steps.

Step S208;
Next, the printing device 1 displays the "error handling method information" and the "user handling availability information" received from the server device 2 on the operation panel.

Step S209;
Next, whether or not the user of the printing device 1 refers to the "error handling method information" and the "user handling availability information" and handles the error by himself / herself based on the content of the error handling method and the number of past handling cases. Is determined. If the user does not deal with the error, that is, if a serviceman is required, the process returns to the process after step S109 in FIG. 6 and the dispatch of the serviceman is requested. On the other hand, when the user deals with the error, the process proceeds to the process after step S210.

Steps S210, S211;
Next, the printing device 1 determines whether or not the error has been resolved after the user handles the error by using the error handling method included in the "error handling method information".

Step S212;
Next, when the error is resolved, the printing apparatus 1 generates "user handling availability information (◯)" indicating that the error has been resolved. The "user handling availability information" generated by the printing device 1 is information indicating whether or not the user can handle the error generated in the printing device 1. As shown in FIG. 11, for example, a user ID, an error code, an error handling result indicating whether or not the generated error can be dealt with, and the like are included.

Step S213;
Further, when the user handles an error by using the error handling method of "Error handling method information", the printing device 1 detects the information for supplementing the error handling method, if any. Generated as "complementary information". The complementary information is information that should be added to the error handling method when the user handles the error by himself / herself, and is information related to error handling other than the error handling method. For example, the printing device 1 searches for error handling information from within its own device using an error code, and determines complementary information that supplements the user's error handling from the searched error handling information.

Step S214;
On the other hand, if the error is not resolved in the determination in step S211, the printing apparatus 1 generates "user handling availability information (x)" indicating that the error has not been resolved. After that, the process returns to step S109 of FIG. 6, and the printing device 1 transmits "user handling availability information (x)" to the server device 2 and requests the dispatch of a serviceman. In this case, the server device 2 adds 1 to "x (could not be dealt with)" in "number of error handling cases" in "user handling availability information" (FIG. 4).

Step S215;
Next, after step S213, the printing device 1 transmits "user handling availability information (◯)" indicating that the error generated in step S212 has been resolved to the server device 2 in association with "error handling method information". do. At this time, if there is "complementary information", the "complementary information" is also transmitted to the server device 2.

Step S216;
Next, when the server device 2 receives the "user handling availability information (◯)" (FIG. 11) generated by the printing device 1 in association with the "error handling method information" from the printing device 1, the "error" is received. The "user handling availability information" (FIG. 4) of the server device 2 corresponding to the "handling method information" is updated. Specifically, since the error was resolved by the user handling, 1 is added to "○ (can be dealt with)" in the "number of error handling cases" of the "user handling availability information" (FIG. 4).

Step S217;
Further, when the server device 2 also receives the "complementary information" from the printing device 1 in association with the "error handling method information", the "complementary information" is used as the error handling method of the "error handling method information". Add and update the error handling method. The added "complementary information" becomes a part of the error handling method.

[Modification 9]
In step S206, a case where only the error handling method is transmitted in response to the request of the "error handling method information" has been described, but when the error handling method includes "complementary information", the error handling method You may also send the "complementary information" together. In this case, in step S208, an error handling method including "complementary information" is displayed. By repeating steps S213 and S217 regarding "complementary information", "complementary information" is added one after another to the error handling method, so that the error handling method can be automatically updated to an appropriate one.

[Modification 10]
In step S207, if the “request response” is not received even after a lapse of a certain period of time, the case where the process is terminated has been described, but step S208 may be skipped and the process may proceed to step S209.

[Modification 11]
In step S209, the case where the user of the printing apparatus 1 determines whether or not to deal with an error has been described, but the printing apparatus 1 may make a determination using "error handling method information" and "user handling availability information". .. For example, the language included in the "error handling method information" is analyzed, and if the word "hardware operation of the printing mechanism" is included, it is determined that the serviceman will handle it.

[Modification 12]
The "complementary information" generated in step S213 may include not only the case where the error can be dealt with but also the user operation when the error cannot be dealt with. In this case, the server device 2 may determine that the "complementary information" cannot handle the error, and may delete the user operation information from the error handling method. As a result, the error handling method can be automatically updated to a more appropriate one.

<Processing of printing equipment>
Next, the operation of the error handling method performed by the printing apparatus 1 will be described. FIG. 12 is a diagram showing a processing flow of an error handling method performed by the printing apparatus 1.

Step S301;
First, when the control unit 12 detects an error generated in the printing device 1, the control unit 12 transmits the error detection information to the server device 2.

Step S302;
Next, the control unit 12 generates "error-related information" (FIG. 7).

Step S303;
Next, the control unit 12 generates "user information" (FIG. 8).

Step S304;
Next, the control unit 12 together with the "error-related information" and "user information" generated in steps S302 and S303, "user handling availability confirmation request" to confirm whether or not the detected error can be dealt with by the user. Is transmitted to the server device 2.

Step S305;
Next, the control unit 12 receives the "user response availability confirmation response" from the server device 2 in response to the "user response availability confirmation request", and then uses the received "user response availability confirmation response" in step S301. Determines whether the user can handle the error detected in.

Step S306;
Next, the control unit 12 displays on the display unit 15 that the serviceman needs to deal with the error detected in step S301 when only the serviceman can deal with it.

Step S307;
Next, the control unit 12 transmits a "high evaluation serviceman ID acquisition request" to the server device 2 in order to acquire the serviceman ID of the high evaluation serviceman having a certain evaluation or higher.

Step S308;
Next, the control unit 12 receives the "highly evaluated serviceman ID acquisition response" from the server device 2 in response to the "highly evaluated serviceman ID acquisition request", and then receives the "highly evaluated serviceman ID acquisition response". The serviceman ID is acquired from, and a "serviceman dispatch request" is transmitted to the serviceman terminal 4 of the serviceman corresponding to the serviceman ID in order to request error handling. The user of the printing device 1 may once acquire a highly evaluated serviceman ID, and the user may send a dispatch request to the serviceman terminal using a terminal or the like.

Steps S309 to S312;
Next, the input unit 14 accepts the input of the serviceman ID by the dispatched serviceman, and after the serviceman handles the error, the input unit 12 receives the input of the user evaluation for the serviceman, and the control unit 12 receives the input of the user evaluation. , Generate "serviceman evaluation information" (Fig. 9).

Step S313;
Next, the control unit 12 transmits the "serviceman evaluation information" generated in step S312 to the server device 2, and ends the process.

Step S314;
On the other hand, as a result of the determination performed in step S305, when the user is also a person who can deal with the serviceman, the control unit 12 corresponds to the "error-related information" and "user information" transmitted in step S304. An "error handling method acquisition request" is sent to the server device 2 to acquire "error handling method information", and a "user handling availability information acquisition request" is used to acquire "user handling availability information" corresponding to the detected error. Is transmitted to the server device 2.

Step S315;
Next, the control unit 12 determines whether or not a "request response" has been received in response to the "error handling method acquisition request" and the "user handling availability information acquisition request". If the "request response" is not received even after a certain period of time has elapsed, the process ends, and if the "request response" is received, the process proceeds to step S316 and subsequent processes.

Step S316;
Next, the control unit 12 displays the "error handling method information" and the "user handling availability information" received from the server device 2 on the display unit 15.

Step S317;
Next, whether or not the user of the printing device 1 refers to "error handling method information" and "user handling availability information" and whether or not the user handles the error based on the content of the error handling method and the number of past handling cases. Is determined. If the user does not deal with the error, the process returns to the process after step S307, and the dispatch of the serviceman is requested.

Steps S318, S319;
On the other hand, when the user deals with an error, the control unit 12 determines whether or not the error has been resolved after the user has dealt with the error by using the "error handling method information".

Step S320;
Next, when the error is resolved, the control unit 12 generates "user handling availability information" (FIG. 11) indicating that the error has been resolved.

Step S321;
Further, when the user handles an error by using the error handling method of "error handling method information", the control unit 12 detects the information for supplementing the error handling method, if any. Generated as "complementary information".

Step S322;
After that, the control unit 12 transmits the "user handling availability information" generated in step S320 to the server device 2 in association with the "error handling method information". At this time, if there is "complementary information", the "complementary information" generated in step S321 is also transmitted to the server device 2. After that, the process ends.

Steps S323 and S324;
On the other hand, even if the error is not resolved as a result of the determination performed in step S319, the control unit 12 generates "user handling availability information" indicating that the error has not been resolved, and sends the server device 2 to the server device 2. After the transmission, the process returns to the process after step S307, and the dispatch of the serviceman is requested.

<Processing of server device>
Next, the operation of the error handling method performed by the server device 2 will be described. First, the operation when the serviceman handles the error will be described, and then the operation when the user handles the error will be described.

(When the serviceman handles the error)
The operation when the serviceman handles the error is explained. FIG. 13 is a diagram showing a processing flow when a service person deals with an error.

Step S401;
First, the control unit 22 receives the detection information of the error generated in the printing device 1 from the printing device 1.

Step S402;
Next, the control unit 22 receives "error-related information" (FIG. 7) from the printing device 1.

Step S403;
Next, the control unit 22 receives from the printing device 1 a "user handling availability confirmation request" for confirming whether or not the user can deal with the error generated in the printing device 1.

Step S404;
Next, the control unit 22 is included in the "error-related information" (FIG. 7) using the "error handler management information" (FIG. 2) based on the "user response availability confirmation request" received in step S403. Whether only the service person can handle the error of the error code or the user can handle it, and identify the person who can handle the error.

Step S405;
Next, the control unit 22 transmits the error-handling person identified in step S404 to the printing apparatus 1 as a “user-handling availability confirmation response”.

Step S406;
Next, the control unit 22 receives from the server device 2 a "high evaluation serviceman ID acquisition request" for acquiring a serviceman ID of a high evaluation serviceman having a certain evaluation or higher.

Step S407;
Next, the control unit 22 uses the "serviceman evaluation information" (FIG. 3) based on the "highly evaluated serviceman ID acquisition request" from among the serviceman IDs of the error handlers identified in step S404. Identify the serviceman ID of the serviceman with the highest serviceman rating.

Step S408;
Next, the control unit 22 transmits the serviceman ID specified in step S407 to the printing apparatus 1 as a “highly evaluated serviceman ID acquisition response”.

Step S409;
Next, the control unit 22 receives from the server device 2 "serviceman evaluation information" (FIG. 9) that evaluates the error handling by the serviceman performed in the printing device 1.

Step S410;
Finally, the control unit 22 updates the "serviceman evaluation information" (FIG. 3) stored in the storage unit 21 by using the "serviceman evaluation information" (FIG. 9) received in step S409.

(When the user handles the error)
Next, the operation when the user handles the error will be described. FIG. 14 is a diagram showing a processing flow when the user deals with an error.

Step S501;
First, the control unit 22 receives the detection information of the error generated in the printing device 1 from the printing device 1.

Step S502;
Next, the control unit 22 receives "error-related information" (FIG. 7) and "user information" (FIG. 8) from the printing device 1.

Step S503;
Next, the control unit 22 receives from the printing device 1 a "user handling availability confirmation request" for confirming whether or not the user can deal with the error generated in the printing device 1.

Step S504;
Next, the control unit 22 is included in the "error-related information" (FIG. 7) using the "error handler management information" (FIG. 2) based on the "user response availability confirmation request" received in step S503. Whether only the service person can handle the error of the error code or the user can handle it, and identify the person who can handle the error.

Step S505;
Next, the control unit 22 transmits the error-handling person identified in step S504 to the printing apparatus 1 as a “user-handling availability confirmation response”.

Step S506;
Next, the control unit 22 receives an "error handling method acquisition request" for acquiring "error handling method information" corresponding to "error-related information" and "user information", and a "user handling method" corresponding to the detection error. The server device 2 receives the "user response availability information acquisition request" for acquiring the "availability information".

Step S507;
Next, the control unit 22 determines whether or not it is necessary to transmit the error handling method to the printing device 1 based on the "error handling method acquisition request" and the "user handling availability information acquisition request" received in step S506. do.

Step S508;
When it is necessary to transmit the error handling method, the control unit 22 corresponds to the "error-related information" and the "user information" received in step S502 by using the "error handling method information" (FIG. 5). Determine how to deal with the error.

Step S509;
Further, the control unit 22 extracts the error handling result and the number of cases corresponding to the error detected by the printing device 1 from the “user handling availability information” (FIG. 4).

Step S510;
Next, the control unit 22 "requests and responds" to "error handling method information" including the error handling method determined in step S508 and "user handling availability information" including the error handling result and the number of cases extracted in step S509. Is transmitted to the printing device 1.

Step S511;
Next, the control unit 22 receives the "user handling availability information" generated by the printing device 1 in association with the "error handling method information" from the printing device 1. At this time, if there is "complementary information", the "complementary information" is also received from the server device 2.

Step S512;
Next, the control unit 22 updates the "user response availability information" (FIG. 4) stored in the storage unit 21 with the "user response availability information" received from the printing device 1.

Step S513;
Further, when the control unit 22 also receives the "complementary information" from the printing device 1 in association with the "error handling method information", the control unit 22 adds the "complementary information" to the error handling method of the "error handling method information". And update the error handling method. After that, the process ends.

Step S514;
On the other hand, if it is not necessary to transmit the error handling method as a result of the determination in step S507, the user handling method non-notification information indicating that the error handling method is not notified is transmitted to the printing device 1 as a "request response" and processed. To finish.

<Effect>
From the above, according to the present embodiment, the printing apparatus 1 identifies information (serviceman ID) that identifies a highly evaluated serviceman having a certain or higher evaluation when the error can be dealt with only by the serviceman. ) Is sent to the server device 2. Further, when the error can be dealt with only by the serviceman, the server device 2 receives a request for information (serviceman ID) for identifying a highly evaluated serviceman having a certain evaluation or higher from the printing device 1. If so, the information (serviceman ID) that identifies the highly evaluated serviceman is transmitted to the printing device 1. Therefore, an error can be dealt with by a service person with a high level of service.

Further, according to the present embodiment, when the error can be dealt with only by the serviceman, the printing apparatus 1 transmits the evaluation information evaluated by the highly evaluated serviceman to the server device 2. Further, when the server device 2 receives the evaluation information evaluated by the high evaluation serviceman from the printing device 1, the server device 2 updates the evaluation information of the high evaluation serviceman stored in the storage unit 21. Therefore, the evaluation of the serviceman can be kept up to date, and the error can be dealt with by an appropriate serviceman.

Further, according to the present embodiment, when the printing device 1 can deal with the error together with the serviceman, the information on the error handling method corresponding to the user information indicating the usage status of the printing device 1. Is sent to the server device 2 as a request. Further, when the server device 2 can deal with the error together with the serviceman, the server device 2 includes information on an error handling method corresponding to the user information indicating the usage status of the printing device 1 and information on whether or not the user can deal with the error. When the request is received from the printing device 1, the information on the error handling method and the user handling availability information corresponding to the information on the error handling method are transmitted to the printing device 1. Therefore, useful information other than the error handling method registered in advance in the printing apparatus 1 can be acquired and error handling can be performed, and error handling can be performed quickly and accurately.

In particular, since the server device 2 transmits an error handling method corresponding to the user information of the printing device 1 to the printing device 1, it is suitable for both users who are familiar with the usage of the printing device 1 and users who are not familiar with it. It is possible to provide a coping method. In addition, it is possible to display the coping method that matches the user's familiarity, and an unfamiliar user forcibly operates the hardware of the printing mechanism, and if he / she cannot understand the coping method, he / she mistakenly operates the hardware parts, etc. It can be prevented from being damaged.

Further, according to the present embodiment, when the user can deal with the error together with the serviceman, the printing device 1 uses the user actionability information indicating whether or not the user can deal with the error as the error handling method. It is associated and transmitted to the server device 2. Further, when the server device 2 receives the user handling availability information for the error from the printing device 1 in association with the error handling method, the server device 2 updates the user handling availability information stored in the storage unit 21. Therefore, it is possible to keep the user actionability information up-to-date, and it is possible to more appropriately determine whether or not the user can deal with the generated error.

Further, according to the present embodiment, the printing device 1 transmits the supplementary information for supplementing the error handling method to the server device 2, and the server device 2 prints the supplementary information for supplementing the error handling method. When received from the device 1, the supplementary information is transmitted together with the error handling method information in response to the request for the error handling method information, so that the error handling can be performed more quickly and accurately by using the supplementary information.

From these effects, it is possible to improve the efficiency of coping with the error generated in the printing apparatus 1.

Finally, the printing device 1 and the server device 2 described in the present embodiment can be realized by a computer provided with a memory and a CPU. It is also possible to construct the operation of these devices as a program, install it on a computer and execute it, or distribute it via a communication network.

Further, the configuration of each functional unit of the printing device 1 and the server device 2 described in the present embodiment is an example. One functional part may be divided into a plurality of functional parts, or a plurality of functional parts may be regarded as one functional part. For example, the communication processing unit 13 of the printing apparatus 1 may be divided into a first communication processing unit and a second communication processing unit.

Further, the printing device 1 is an example of an image forming device. The encapsulation and sealing device attached to the printing device 1 can also be a target device for error handling, as in the printing device 1.

<Additional Notes>
This application discloses the following inventions.

(Appendix 1)
When the error can be dealt with only by the serviceman, the information that identifies the highly evaluated serviceman who has a certain evaluation or higher is requested and transmitted, and the evaluation information that evaluates the action by the highly evaluated serviceman is sent to the server. The first transmitter that transmits to the device,
When the user and the serviceman can deal with the error, the information on the error handling method corresponding to the user information indicating the usage status of the image forming apparatus is requested and sent, and whether or not the user can deal with the error is shown. A second transmission unit that transmits user response availability information to the server device in association with the error response method, and
An image forming apparatus comprising.

(Appendix 2)
The second transmitter is
The image forming apparatus according to Appendix 1, wherein supplementary information for complementing the error handling method is transmitted.

(Appendix 3)
The first storage unit that stores the evaluation information of the serviceman,
When the error can be dealt with only by the serviceman, the high evaluation serviceman is specified when the request for information for identifying the high evaluation serviceman having a certain evaluation or higher is received from the image forming apparatus. A first communication unit that transmits information to the image forming apparatus,
When the evaluation information evaluated by the highly evaluated serviceman is received from the image forming apparatus, the first control unit that updates the evaluation information of the highly evaluated serviceman stored in the first storage unit, and the first control unit.
A second storage unit that stores user handling availability information indicating whether or not the user has been able to handle an error in association with an error handling method, and a second storage unit.
When the user and the serviceman can deal with the error, the image is formed by requesting information on the error handling method corresponding to the user information indicating the usage status of the image forming apparatus and the user handling availability information. A second communication unit that transmits information on the error handling method and user handling availability information corresponding to the error handling method information to the image forming apparatus when received from the device.
When the user response availability information for the error is received from the image forming apparatus in association with the error response method, a second control unit that updates the user response availability information stored in the second storage unit, and a second control unit.
A server device characterized by being equipped with.

(Appendix 4)
The second communication unit is
When the supplementary information for complementing the error handling method is received from the image forming apparatus, the supplementary information is transmitted together with the information on the error handling method in response to the request for the information on the error handling method. The server device according to Appendix 3.

100 ... Printing system 1 ... Printing device 11 ... Storage unit 12 ... Control unit (first transmission unit, second transmission unit)
13 ... Communication processing unit (first transmission unit, second transmission unit)
14 ... Input unit 15 ... Display unit 16 ... Paper transport unit 17 ... Printing unit 2 ... Server device 21 ... Storage unit (first storage unit, second storage unit)
22 ... Control unit (first communication unit, second communication unit, first control unit, second control unit)
23 ... Communication processing unit (first communication unit, second communication unit, first control unit, second control unit)
3 ... Communication network 4 ... Serviceman terminal

Claims (4)

When the error can be dealt with only by the serviceman, the information that identifies the highly evaluated serviceman who has a certain evaluation or higher is requested and transmitted, and the evaluation information that evaluates the action by the highly evaluated serviceman is sent to the server. The first transmitter that transmits to the device,
When the user and the serviceman can deal with the error, the information on the error handling method corresponding to the user information indicating the usage status of the image forming apparatus is requested and sent, and whether or not the user can deal with the error is shown. A second transmission unit that transmits user response availability information to the server device in association with the error response method, and
An image forming apparatus comprising. The second transmitter is
The image forming apparatus according to claim 1, wherein supplementary information for complementing the error handling method is transmitted. The first storage unit that stores the evaluation information of the serviceman,
When the error can be dealt with only by the serviceman, the high evaluation serviceman is specified when the request for information for identifying the high evaluation serviceman having a certain evaluation or higher is received from the image forming apparatus. A first communication unit that transmits information to the image forming apparatus,
When the evaluation information evaluated by the highly evaluated serviceman is received from the image forming apparatus, the first control unit that updates the evaluation information of the highly evaluated serviceman stored in the first storage unit, and the first control unit.
A second storage unit that stores user handling availability information indicating whether or not the user has been able to handle an error in association with an error handling method, and a second storage unit.
When the user and the serviceman can deal with the error, the image is formed by requesting information on the error handling method corresponding to the user information indicating the usage status of the image forming apparatus and the user handling availability information. A second communication unit that transmits information on the error handling method and user handling availability information corresponding to the error handling method information to the image forming apparatus when received from the device.
When the user response availability information for the error is received from the image forming apparatus in association with the error response method, a second control unit that updates the user response availability information stored in the second storage unit, and a second control unit.
A server device characterized by being equipped with. The second communication unit is
When the supplementary information for supplementing the error handling method is received from the image forming apparatus, the supplementary information is transmitted together with the information on the error handling method in response to the request for the information on the error handling method. The server device according to claim 3.

Images