JPH1124961A - Computer maintenance system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To rapidly transmit suitable maintenance information prepared by a specialist to a transmission-side computer where a trouble occurs, from a reception-side computer. SOLUTION: An automatic collection transmission device 11 is provided for a transmission-side computer A so that the device automatically collects/ transmits computer information required when the trouble of the transmission- side computer A occurs. A reception-side computer B transfers the corresponding operation information of the trouble to the transmission-side computer A based on computer information transmitted from the automatic collection/transmission device 11 through internet 13.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a computer maintenance system that solves a trouble that has occurred in a transmitting computer by performing maintenance processing communication with a receiving computer.

[0002]

2. Description of the Related Art When a trouble occurs in a computer, it is necessary to collect the current state of the display screen, hardware configuration information and software configuration information of the computer in order to perform maintenance and inspection. However, without the expertise of the computer, since the contents and significance of the current screen state cannot be understood, the trouble generator cannot sufficiently explain this to a specialized technician, which is actually necessary for maintenance. The technician could not sufficiently collect hardware configuration information and software configuration information. FIG. 4 is a flowchart showing a conventional information collecting procedure when a trouble occurs. Now, if a trouble occurs in the computer (step S1), the trouble is divided into a case where there is no special knowledge and a case where there is no special knowledge (step S2). If there is the special knowledge, the information can be collected by itself (step S9). . However, if there is no specialized knowledge, a telephone call is made to the expert (step S3). If the trouble person cannot explain the progress of the trouble to the expert (step S3).
4) An expert goes straight to the site of occurrence (step S8) and collects information (step S9).

On the other hand, if it is possible to explain the progress up to the occurrence of the trouble, the expert listens to the explanation of the information collection method over the telephone (step S5), and the trouble generator attempts to collect the information. If it is not possible (step S6), the expert goes straight to the site of occurrence (step S6).
8) Collect information (step S9). In addition, if the trouble person can collect the information, the expert listens to the trouble-collected contents from the trouble person. However, in the case of listening, technical terms, technical knowledge, and operation of a computer are required.
7) The expert goes straight to the site of occurrence (step S8) and collects information (step S9). On the other hand, if the information can be heard, computer information can be collected only by a telephone instruction with an expert (step S9).

[0004]

However, such a conventional computer maintenance method takes a long time to collect computer information, and cannot be said to be a quick response method when a computer trouble occurs. In particular, in the case of telephone support, it took a very long time to hear the state of the screen from a person who was unfamiliar with computer operations and had no specialized knowledge. In addition, there is a disadvantage that a specialized technician must go and collect computer information directly when necessary. In addition, as a prior art,
A device for accessing desired image data by remote control (Japanese Patent Laid-Open No. 5-244108) and a communication control system for automatically controlling the power on / off of a remote control computer and peripheral base stations (Japanese Patent Laid-Open No. 62-97443) However, these are all remote control technologies, so that when a trouble occurs in a computer, there is a problem that it is not useful to grasp the trouble situation from a remote place.

The present invention solves the above-mentioned problem, and automatically collects computer information from a computer in which a trouble has occurred, transmits the computer information to a computer of an expert, and transmits the information to a computer of the expert. It is an object of the present invention to obtain a computer maintenance system capable of easily and quickly providing maintenance information corresponding to a computer in which a trouble has occurred.

[0006]

In order to achieve the above object, a computer maintenance system according to the first aspect of the present invention is provided in a transmitting computer, and automatically transmits computer information required when a trouble occurs in the transmitting computer. With an automatic collection and transmission device for collecting and transmitting, based on the computer information transmitted from the automatic collection and transmission device via the Internet, a receiving computer,
The trouble handling information is transferred to the transmitting computer.

According to a second aspect of the present invention, in the computer maintenance system, the automatic collection and transmission device transmits display information, hardware configuration data, software configuration data, and log data when a trouble occurs in the transmission side computer. This is automatically collected as information.

A computer maintenance system according to a third aspect of the present invention is a computer maintenance system, comprising: a configuration information creating device for creating hardware configuration data and software configuration data when a trouble occurs; Is provided with a log output device for storing and outputting the same.

[0009]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing a computer maintenance system according to the present invention.
Is a transmitting computer on the user side to which the display device 1 is connected, 2 is a display memory for holding current screen information, 3 is current hardware configuration data and software configuration data, and the hardware configuration file 6 and software This is a configuration information creation device that saves each in the configuration file 7.

Reference numeral 4 denotes a log output device for outputting the current log data and storing it in a log file 8; 5 an application device for storing application data in an application data file 9; 11 a screen information by operating a keyboard 10; , Hardware configuration data, software configuration data, log data, and application data. further,
Reference numeral 12 denotes a transmission file connected between the transmission side computer A and the Internet 13, and B denotes the Internet 1
3 is a receiving computer used by a technical expert connected via the receiving file 14. A general file transfer protocol is used for transmitting and receiving the various data.

Next, the operation will be described with reference to the flowchart of FIG. First, the transmission side computer A is started (step S11), log data in which the start date and time are recorded in the log output device 4 is created, and stored in the log file 8 (step S12). For example, the log output device 4 acquires the start date and time, and in the first line of the log data,
"Start at 19:06 on March 23, 1997" is written. Also, the hardware configuration at the time of startup (for example, "17 inch display, 2 mega memory, Japanese keyboard, 1 giga hard disk, floppy disk ...
) And software configurations (eg, “word processor software, spreadsheet software, communication software, database software, common software...”) Are created by the configuration information creation device 3, and the hardware configuration file 6 and the software configuration file are respectively created. 7 (Step S1)
3, step S14). Then, these creation and storage processes are automatically executed.

Next, the user of the transmitting computer A:
When the application (program) is activated by operating the keyboard 10 (step S15), the log output device 4 adds and saves the activation date and time to a log file (step S16), and starts creating application data (step S17). Subsequently, the user of the transmitting computer A performs an application operation (step S18), and when it becomes necessary to collect computer information during a trouble occurring during the operation (step S18).
19), the automatic collection and transmission device 11 collects the current screen information, hardware configuration data, log data, and application data on the display memory 2 and creates a transmission file 12 (step S20). Set in the trust file 12 (step S21 to step S2
5), transmission and reception are performed according to the file transfer protocol of the existing technology (step S26).

The receiving computer B transmits the various data to the Internet 13 and the receiving file 1.
4, the contents of the trouble occurring in the transmitting computer A are grasped based on the various data, and the necessary troubleshooting countermeasures are transmitted to the transmitting computer A.
For this reason, the user can execute the troubleshooting process on the transmitting computer A based on the countermeasure guideline (step S27), and when the trouble is resolved, determine the end of the application (step S28), and operate the transmitting computer. The process ends (step S29).

FIG. 3 is a flowchart showing a computer maintenance procedure when a word processor program is used as the application. To explain this, first, the transmitting computer A is started (step S11), log data recording the start date and time is created in the log output device 4, and stored in the log file 8 (step S12). For example, the log output device 4 acquires the start date and time, and writes “Start at 19:06 on March 23, 1997” in the first line of the log data. Also, the hardware configuration at startup (for example, "17 inch display, 2 mega memory, Japanese keyboard, 1 Giga hard disk, floppy disk ...") and software configuration (for example, "word processor software, spreadsheet software, communication software, Database software, common software...) Are created by the configuration information creation device 3 and stored in the hardware configuration file 6 and the software configuration file 7, respectively (steps S13 and S1).
4). Then, these creation and storage processes are automatically executed.

Next, the user of the transmitting computer A
When the word processor is started by operating the keyboard 10 (step S15A), the log processor 4 changes the start date and time of the word processor to, for example, “March 2, 1997”.
19:08 on the third day ", and after the last line of the log data of the log file, the data is additionally stored (step S16A), and the creation of the word processor data is started (step S17).
A). Subsequently, when the user of the transmitting computer A performs the input operation of the word processor character, the information after the word processor operation is displayed on the screen, and this is displayed on the display memory 2.
Is stored in (Step S18A). When it becomes necessary to collect computer information during a trouble during this operation (step S19), the automatic collection and transmission 11 is performed by the keyboard operation so that the current screen information on the display memory 2 of the word processor and the hardware configuration are displayed. Data, software configuration data, log data, and word processor data are collected, a transmission file 12 is created (step S20), and each is set in the transmission file 12 (steps ST21A to S25), and a file of the existing technology is created. Transmission and reception are performed according to the transfer protocol (step S26).

The receiving computer B transmits the various data to the Internet 13 and the receiving file 1.
4, the contents of the trouble occurring in the transmitting computer A are grasped based on the various data, and the necessary troubleshooting countermeasures are transmitted to the transmitting computer A.
For this reason, on the transmitting computer A, the user executes a trouble handling process based on the countermeasure guideline (step S27), and when the trouble is resolved, determines whether to end the word processor (step S28). Is ended (step S29).

[0017]

As described above, according to the present invention, there is provided an automatic collection and transmission device provided in a transmission side computer for automatically collecting and transmitting computer information required when a trouble occurs in the transmission side computer. And transmitting the trouble handling information to the transmitting computer based on the computer information transmitted from the automatic collecting and transmitting apparatus via the Internet. Based on the computer information from the sending computer, the receiving computer can promptly return appropriate maintenance information created by a person with expertise at the receiving computer. The effect is that it is possible to promptly resolve the trouble on the local computer It is. Therefore, as compared with the conventional case where the maintenance information is heard from a specialist by telephone and the trouble is eliminated, the maintenance accuracy and speed are particularly excellent.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a computer maintenance system according to an embodiment of the present invention.

FIG. 2 is a flowchart showing a computer maintenance procedure by the computer maintenance system of FIG.

FIG. 3 is a flowchart showing another computer maintenance procedure by the computer maintenance system of FIG. 1;

FIG. 4 is a flowchart showing a conventional information collection procedure of a computer.

[Explanation of symbols]

 A sending computer B receiving computer 3 configuration information creation device 4 log output device 11 automatic collection and transmission device 13 internet

Claims (3)

[Claims] An automatic collection and transmission device provided in the transmission side computer for automatically collecting and transmitting computer information required when a trouble occurs in the transmission side computer; and the automatic collection and transmission device transmitted through the Internet. A computer maintenance system comprising: a receiving-side computer that transfers information on handling the trouble to the transmitting-side computer based on computer information. 2. The computer information automatically collected by the automatic collection and transmission device is display information, hardware configuration data, software configuration data, and log data when a trouble occurs in the transmission-side computer. The computer maintenance system according to claim 1. 3. The transmission-side computer has a configuration information creation device that creates hardware configuration data and software configuration data when a trouble occurs, and a log output device that saves and outputs log data when the trouble occurs. The computer maintenance system according to claim 1, further comprising: