1332905 九、發明說明： 【發明所屬之技術領域】 本發明係關於-種成像裝置，且更特定言之，本發明係 關於-種用於提供關於-成像裝置中所使用之一成㈣之 技術支援的方法及系統。 【先前技術】 近年來，印表機在家庭、商業、政府機構及各種其他組 織中之使用已顯著增加。通常，每一印表機或成像裝置包 含一成像匣，諸如喷墨列印頭匣或電子照相匣。此等成像 E通常具有限之壽命，且對其進行大量生產以滿足各種類 型客戶之列印需求。有時，#出現—客戶可觀察到不穩定 列印之問題。在此等狀況下，該客戶可（例如）自成像厘之數 造商要求技術支援以尋求該不穩定列印之解決方法。 過去，判定成像匣故障之原因極為困難。當面對來自一 觀察到不穩定列印之客戶的呼叫時，服務人員在僅具有來 自該客戶之觀察之資訊的情況下通常難以判定該不穩定列 印之原因《舉例而言，當成像匣開始耗盡其墨或調色劑時， 成像裝置之輸出可能變得不穩定。然而此相同之不穩定性 能亦可歸因於成像匣或成像裝置之各種其他故障模式。因 此’僅藉由觀察列印影像難以且有時不可能判定不穩定列 印之原因。因此，向客戶提供技術支援有時既耗時又困難， 其可使客戶失望。 此項技術中需要用於提供關於成像匣之技術支援的經改 良之方法及系統。 105047.doc 1332905 【發明内容】 本發明提供一種用於提供關於成像g之技術支援的經改 良之方法及系統。 本發明以之一形式係關於一用於向客戶提供關於成像裝 置中所使用之成像匣之技術支援的方法。該方法包含：自 客戶接收一關於成像匣之協助的請求；基於該請求而執行 與一類型之成像裝置相關聯的診斷軟體以產生關於該成像 E之診斷碼；自該客戶接收該診斷碍；進行對該診斷瑪之 刀析，及基於對該診斷碼之該分析而判定待採取之措施。 本發月之另一形式係關於一用於向客戶提供關於成像裝 置中所使用之成像Ε之技術支援的系統。該系統包含一與 該成像g相關聯之記憶體，該記憶體倚存診斷資料。與該 類f成像裝置相關聯之輯軟體執行以自該記憶體讀取診 斷貝料I產生基於其之一診斷碼。技術支援軟體執行以進 盯對㈣斷碼之—分析，並基於對診斷碼之 待採取之措施。 ^到疋 ^又㈣係關於成像裝置巾所使用之成像J£。 該成像S包合► 益Λ， ^ ,.v 者色劑儲集器及一耦接至該著色劑儲集器 之著色劑分散單开。+ ^ ^ 此外，一記憶體耦接至該著色劑儲集 # , _ 散早^中的一者。該記憶體儲存診斷資 枓，自該診斷眘袓二也 丨貝 中心。 、’又取一診斷碼且將其供應至技術支援 本發明之—如_ lt & 斷精確度的改良例之一優點在於成像E故障之診 I05047.doc 1332905 另一優點可在於客戶與技術支援中心在提供關於成像匣 之技術支援時所花費之時間的減少。 本發明之一實施例之又一優點在於，當提供技術支援及 成像匣診斷時’客戶與技術支援中心之間不需要網際網路 連接。. 【實施方式】 現參看諸圖’且特定言之參看圖1，其展示了表示本發明 之一實施例之系統2的示意性描繪。系統2係用於向客戶提 供關於成像裝置中所使用之成像匣的技術支援。系統2包含 技術支援中心4及具診斷軟體1〇之成像系統8，該技術支援 中心4具有一存取技術支援軟體6之技術支援系統技術支 援系統5執行技術支援軟體6以提供技術支援。技術支援系 統5包含一電腦，其具有諸如鍵盤及/或滑鼠之至少一輸入 器件’及一用於顯示技術支援軟體6之輸出的顯示監控器。 為了向客戶提供技術支援，（例如）藉由成像裝置及/或成 像匣之製造商’批發商及/或零售商而提供一或多個技術支 援中心4。技術支援中心4可為（例如）一藉由製造商建立的用 於支援其產品之習知技術支援中心，一位於零售商處之客 戶服務部門，一保修中心或類似中心。或者，技術支援中 心4可為（例如）與商業或政府實體相關聯之支援中心。可採 用技術支援軟體6以向客戶提供技術支援，並執行於（例如） 技術支援中心4所用之電腦上。 上成像系統8包含成像裝置12及主機14。成像裝置12經由通 信鏈路16與主機14進行通信。 105047.doc 成像裝置12可為（例如）喷墨印表機及/或複印機、電子昭 相印表機及/或複印機，或—體化（夠單元，該—體化單、 Μ ’一印表機、一掃描儀，及可能之傳真單元。成像 ^置听為獨立成像裝置；料成像裝置，其具有對一 ^ 夕個區域網路、一或多個企業内部網路及/或網際網路之存 2 ;或可為任何其他專用或攜帶型成像裝置。成像裝置12 二含控制器18;列印引筆2〇;成隸22，其具有與其相關 之^己憶體24’.及-使用者介面26，其可由客戶在操作 成像裝置12時進行存取。 。，戶可為個別購買者、出租者或成像裝置12之使用者， 或可為商業、政府，或與其相關聯之擁有、出租或操作成 像裝置12之任何組織實體或使用者。當成像裝置。及，或成 像E22出現問題時’客戶可經由客戶輸入源而聯繫技術支 客戶輸入源28可為電話或網路連接之形式。因此，客戶 輸入源28與技術支援中心4之間的通信模式可經由電話呼 叫或經由網路連接，經由無論哪一個對客戶最方便之模 式。然而應注意’本發明並不需要網路連接，因此降低了 經由技術支援中心4向客戶提供技術支援之成本及複雜 f·生此外，應庄忍，客戶可在本發明之範疇内於提供技術 支援夺U客戶肖技術支援中心4之間的可接受通信模式親 自訪問技術支援中 心4。 控制器18通信地耦接至列印引擎2〇，且列印引擎2〇經組 〜、以女裝至成像匣22。控制器1 8包含一處理器單元及相關 105047.doc -10· 1J32905 ilsi二隐體3〇 ’且可形成為一或多個特殊應用積體電路 ()°控制1118可為印表機控制器、掃描儀控制器，或 可為丄，，且。之印表機及掃描儀控制器。儘管控制器U係描 繪為位於成像裝置12中，但或者可認為控制器18之全部或 一部分位於主機14中。控制器18經由通信鍵路32而與列印 引擎2〇、成像1£22及厘記憶體以進行通信，且經由通信鍵 ?4而與使用者介面26進行通信。控制器18用以處理列印 資料及在列印期間操作列印引擎20。 在上文所給出之成像裝置12之實例的情形中，列印引擎 2〇可為（例如）喷墨列印引擎或電子照相列印引擎，其經組態 以在基板36上形成影像，該基板36可為許多類型之列印媒 體中之-者，豸等許多類型之列印媒體諸如_張空白紙、 織物、相片紙、塗覆有噴墨之紙、賀卡紙料、用於高射投 影儀之透明膠片（transparency st〇ck)、用於將影像轉移至一 件衣服上之熱轉印材料（ir0n_0n-transfer material)，及用於 建立廣告展示器材（advertisement display)及其類似物之背 部照明臈（back-lit film)。作為喷墨列印引擎，列印引擎2〇 操作成像匣22以將墨滴喷至基板36上，從而再現本文或影 像等。作為電子照相列印引擎，列印引擎2〇使成像匿22在 基板36上沉積調色劑，該調色劑接著藉由融合器（未圖示） 而融合至基板36。 成像匣22包含著色劑儲集器38及著色劑分散單元4〇。以 喷墨成像裝置12中所用之噴墨列印頭匣之形式，著色劑儲 集器38為墨儲集器之形式，其可與成像匣22成一整體，或 105047.doc 1332905 可將其遠程地安裝》諸如喷墨列印頭之著色劑分散單元4〇 耦接至著色儲集器38，該著色劑分散單元4〇將墨喷至基板 36上。以電子照相機中所用之電子照相匣之形式，著色劑 儲集器38為調色劑儲集器之形式。耦接至著色劑儲集器％ 之著色劑分散單元40為調色劑傳送系統之形式，其用於將 調色劑沈積在光導元件上，該光導元件將調色劑沈積於基 板36上。然而，在任一狀況下，匣記憶體24直接或間接地 耦接至著色劑儲集器38及著色劑分散單元4〇中之一者，且 儲存診斷資料66，自該診斷資料中獲取診斷碼“並將其供 應至技術支援中 心4 〇 成像E 2 2可指在於基板3 6上形成f彡像時成縣置】2所使 用之一或多個不同成像匣。成像匣22可為（例如）一或多個單 色成像IE ’諸如黑色成像g、彩色成像匿或相片品質成像 E 〇 主機14可為（例如）個人電腦’其包含記憶體料、諸如鍵 • 〖之輪入器件48’及顯示監控器5〇。諸如數位相機之周邊 器件52經由通信鏈路54而耗接至主機14。主機_一步包 含一處理器、輸入/輸出（1/0)介面，且可連接至一網路。記 憶體46可為RAM、R0M、NVRAM中之任一者或其全部，或 γ為任何可用類型之電腦記憶體，且可包含一或多個大量 資料儲存器件，諸如軟碟機、硬碟機、cdr〇m及/或歸 單元。 在運作㈣，主機14在其記憶體46中包含—軟體程式， 〜f體私式包3《當成像裝置12之成像驅動器叫例如 105047.doc •12· Μ機/掃描儀驅動軟體）之程式指令。成像驅動器58經由通 。鍵路16與成像裝置12之控制器18進行通信。成像驅動器 58促進了成像裝置12與主機14之間的通信，且向成像裝 置且更特定言之向列印引擎20提供經格式化之列印資料 以供成像ϋ 22列印時使ρ儘；I；成像驅動器58係揭示為位 於主機14之記憶體16中，但或者可認為成像驅動器58之全 部或—部分位於成像裝置12之控制器18中。 ^斷軟體1 〇與成像裝置i 2之類型（例如成像裝置丨2之模 式）相關聯。診斷軟體10可位於記憶體30及/或與成像裝置12 相關聯之成像驅動器58中。舉例而言，在圖j中所描繪之實 鈿例中，診斷軟體10係描繪為位於成像驅動器58中。然而， 或者可認為經由一與成像裝置12相關聯之網頁（例如經由 成像裝置12之内置伺服器或經由網際網路或企業内部網 站）而存取診斷軟體1〇。 可將儲存於成像匣22之匣記憶體24中之診斷資料66與診 斷軟體10 —起提供，以向技術支援中心4提供診斷碼68。接 著可在技術支援中心4處分析診斷碼68以對用戶所關心之 關於成像裝置12及/或成像匣22之問題的解決方案進行最 佳判定。 因此’診斷資料66被技術支援中心4用於遠程地診斷成像 裝置12及/或成像匣22之問題。診斷軟體1〇執行以自匣記憶 體24讀取診斷資料66’並產生基於其之診斷碼68。技術支 援系統5經組態以進行對診斷碼68之分析，及基於對診斷碼 68之該分析而藉由執行技術支援軟體6判定待採取之措施。 105047.doc 13 1332905 現參看圖2’其描繪儲存於匣記憶體24中之診斷資料66 之圖表說明。診斷碼68係基於與成像匣22相關聯之匣記憶 體24中所儲存之診斷資料66。診斷資料66包含成像匣22之 序號74 ’該序號74與成像匣22之製造批號相關聯。因此， 若已知製造批號有問題’則藉由技術支援軟體6判定之措施 可為基於已知成像匣22之製造批號有問題而（例如）在保修 期内替換成像匣22 » 診斷資料66亦包含以下各物中之至少一者但較佳包含其 大多數或全部：自成像匣22首先安裝於任何成像裝置中開 始之時間76、著色劑消耗參數78、成像匣22之著色劑衰減 特性（colorant decay characteristic) 80、匣種類識別符 82， 及匣使用識別符84 » 時間76係用於（例如）判定成像匣22是否仍在保修期内， 且可包含成像匣22之生產曰期。此外，時間76被技術支援 軟體6用於判定著色劑之預定數量之降解。 著色劑消耗參數78係關於基於成像匣22所列印之（例如） 像素或點之數目的著色劑消耗量。 若著色劑為墨，則著色劑衰減特性8〇為用於特定類型或 模式之成像匣22之墨的蒸發特性之形式，且係與時間76相 結合藉由技術支援軟體6使用以判定墨之蒸發損失是否會 導致呈噴墨列印頭形式之著色劑分散單元40(例如）由於黏 眭效應而錯誤運作。類似地，若著色劑為調色劑，則著色 劑衰減特性80可能係關於（例如）該調色劑之濕氣含量，其可 由於周圍濕度而關於時間增加。 105047.doc •14· 1332905 匡種類識別符82為成像匣22之識別參數，且可識別成像 E22為彩色、黑色還是相片品質成像匣，以及該匣之著色 劑容量，例如為標準、高產率或適中產率之容量。可藉由 技術支援軟體6採用匣種類識別符以判定成像匣22是否安 裝在成像裝置12之錯誤位置中。舉例而言，客戶可能將彩 色成像匣22安裝在為黑色成像匣22指定之位置中。此外， 技術支援軟體6可使用匣種類識別符82與著色劑消耗參數 78以（例如）藉由將著色劑消耗參數78所指示之著色劑消耗 量與成像匣22之著色劑容量進行比較來判定成像匣22是否 耗盡著色劑》 E使用識別符84為一指示成像匣22可用於哪一類型之成 像裝置令之識別參數。因此，匣使用識別符84允許藉由技 術支援軟體6對成像匣22對於安裝其之成像裝置12之類型 而言是否為無效類型之成像匣進行判定。舉例而言，成像 匿22可經設計以運作於藉由成像裝置12之製造商製造之成 像裝置中’而非運作於客戶已在其中安裝成像匣22之成像 裝置中。 診斷碼68亦包含關於成像裝置12之診斷資訊，例如成像 裝置12之類型，意即模式。在作出前述判定時，此診斷資 訊與ϋ種類識別符82及匣使用識別符84相結合藉由技術支 援系統5使用以執行技術支援軟體6。 現參看圖3，其描繪了藉由位於主機14之顯示監控器5〇 上之診斷軟體10產生的診斷顯示幕86。診斷碼68係描繪為 用以被技術支援軟體6用於向客戶提供技術支援之多部診 105047.doc 15 1332905 斷碼（multi-part diagnostic code)。因此，診斷碼68包含分別 關於（例如）黑色及彩色成像匣22之診斷子碼88及診斷子碼 90。診斷子碼92及診斷子碼94分別關於黑色及彩色成像匣 22之序號’且診斷子碼96係關於成像裝置12之診斷碼。 技術支援系統5(例如）回應來自客戶之協助請求而在技 術支援中心4處執行技術支援軟體6以進行分析。技術支援 系統5執行技術支援軟體6以將診斷碼68轉化為人可讀形式 之診斷資料66。接著由技術支援中心4之作業者讀取診斷資 料66 ’例如由服務人員或為了向客戶提供技術支援而與該 客戶通信之另一機器或人實體進行讀取。 現參看圖4A及4B，其以流程圖之形式描繪了向客戶提供 關於成像裝置中所使用之成像匣之技術支援的方法。 如圖4A所示，在步驟S200處，客戶注意到使用成像匣22 之成像裝置12之不穩定列印輸出。 在步驟S202處，該客戶呼叫技術支援中心4，該技術支援 中心4自客戶接受到關於成像匣22之協助的請求❶或者，該 客戶可親自訪問技術支援中心4，或可經由網際網路或企業 内部網路而存取技術支援中心4。來自該客戶之請求係基於 由該客戶覺察到之成像裝置12及/或成像匣22之故障，例 如，歸因於該客戶觀察到的不穩定列印。 在步驟S204處，技術支援中心4作業者懇求該客戶起始或 起動診斷軟體1〇。 在步驟S206處，客戶執行診斷軟體1〇以產生關於成像匣 ^斷碼6 8。在所描缯之實施例中，由客戶回應接收自 105047.doc 16 1332905 技術支援中心4之懇求而起始診斷軟體1〇之執行，該懇求係 基於客戶之協助言青求。或者，認、為該客戶可在聯繫技術支 援中心4之前或者在技術支援中心4之作業者想求該客戶起 始診斷軟體10之前起始診斷軟體10之執行。 在步驟S208處，技術支援中心4(例如）藉由客戶向技術支 援中心4之作業者讀取診斷碼68而自客戶接收診斷碼 在步驟S210處，技術支援中心4之作業者將診斷碼68輸入 技術支援軟體6’該技術支援軟體6進行對診斷碼“之分析。 在步驟S212處，技術支援軟體6基於對診斷碼“之分析而 判定待採取之措施（其包含判定是否替換成像匣22)，並基於 該分析向客戶解釋關於不穩定列印之問題。待採取之措施 至少部分地基於保修期，意即，成像裝置12及/或成像匣“ 是否仍處於保修期内。該分析包含（例如）基於£使用識別符 84而判定成像匣22對於在成像裝置12中使用而言是否為無 效類型之成像匣。該分析亦包含基於昆種類識別符82而判 定成像匣22是否安裝於成像裝置12中之錯誤位置中，例如 彩色成像匣安裝於黑色成像匣位置中。 此外，s亥分析包含至少：基於著色劑消耗參數78而判定 成像匣22是否耗盡著色劑，意即著色劑儲集器％内之著色 劑太少或已耗盡；基於著色劑衰減特性8〇而判定該著色劑 是否已經不再可用；基於時間76而判定成像匣22是否處於 保修期内；（例如）基於成像匣22及成像裝置12之診斷資料之 缺失而判定著色劑分散單元4〇是否未正常起作用，其中該 診斷資料缺失指示客戶所報告之問題的另一原因；及判定 105047.doc 17 1332905 成像匣22之使用率98，例如，當成像匣22首次安裝時與時 間7 6成比例使用之著色劑量。 現參看圖4B ’在步驟S2 14處，技術支援中心4之作業者判 定技術支援軟體ό是否推薦替換成像匣22之措施。若否，則 方法流程進行至步驟S216，若是，則方法流程進行至步驟 S218。 舉例而言，參看圖5，其描繪藉由技術支援軟體6產生之 分析顯示幕1 〇〇。著色劑消耗參數78以氣量計（gas gauge)之 形式進行說明’且指示著色劑儲集器38中仍有著色劑。然 而’時間76指示成像匣22大體上已不在保修期内，且因此 技術支援軟體6並不推薦替換成像匣22。 現參看圖6，成像匣22仍處於保修期内，但由於如使用率 98所指示的成像匣22之過度使用，著色劑儲集器38為空的 或幾乎為空的’其解釋了不穩定列印。在此狀況下，雖然 並不推薦保修之替換，但基於成像匣22之使用率，技術支 援軟體6所判定之措施可包含向客戶提供經濟刺激以替換 成像匣22。 現參看圖7’著色劑消耗參數78指示著色劑儲集器38未空 或甚至並不接近空。然而，由於時間76指示匣22處於保修 期内’因此技術支援軟體6推薦替換成像匣22。 現參看圖8，著色劑消耗參數78指示著色劑儲集器列中剩 餘有著色劑，且時間76指示成像匣22剛剛超過保修期。在 此狀況下，可對技術支援軟體6進行組態以推薦替換成像匣 22以確保對客戶之忠實度。 105047.doc -18· 1332905 再次參看圖4B’在步驟S216處，技術支援中心4之作業者 例如在成像裝置12或成像£22不存在問題但成像j£22中之 所有著色劑已用完’因此導致客戶所觀察到之不穩定列印 的狀況下推薦客戶購買新成像匣22。 在步驟S218處’技術支援中心4之作業者向客戶詢問序號 74及儲存於成像匣22之匣記憶體24中之安全碼以藉由或代 表技術支援中心4而判定是否可正確替換成像匣22。舉例而 言’若成像匣22並非藉由擁有或操作技術支援中心4之實體 製造或銷售’則不可經由技術支援中心4正確替換成像g 22 ° * 在步驟S220處’技術支援中心4之作業者判定序號74是否 有效’意即’判定是否可經由技術支援中心4正確替換成像 匣22。若是’則方法流程進行至步驟S222，否則，方法流 程進行至步驟S216’其中技術支援中心4之作業者推薦客戶 購買新成像匣22。 在步驟S222處，技術支援中心4之作業者起始一系列措施 以將替換成像匣22發送至客戶。或者，技術支援中心4之作 業者可經由（例如）郵件或電子地發送一替換成像匣22之優 惠券。 在步驟S224處’自客戶至技術支援中心4之呼叫結束。 自上文之描述應瞭解，本發明之實施例可（例如）藉由在 真正故障與僅耗盡著色劑之成像匣22之間進行區分而改良 明顯成像匣故障之診斷的精確度。此外，可降低客戶與技 術支援中心4在提供關於成像匣22之技術支援時所花費的 105047.doc -19· 寺間。舉例而言，一旦客戶向技術支援中心4提供診斷碼 68，便可能不需要該客戶觀察到之不穩定列印之冗長描 述。另外，本發明之實施例並不要求客戶與技術支援中心4 之間存在網際網路連接以提供技術支援及成像匣22之診 斷，從而允許為選擇不經由網際網路獲得技術支援或可能 無網際網路連接之客戶診斷成像匣22 ^ 儘管已參看例示性實施例對本發明進行了描述，但應認 哉到’可在此揭示内容之精神及範疇内進一步修改本發 明。因此本申請案係用以使用其通用原理來涵蓋本發明之 任何變化、使用或調適。另外，本申請案係用以涵蓋屬於 此項技術中已知或慣用實踐内的與本揭示内容之偏離之 處，本發明係關於此等偏離之處且其係位於附加申請專利 範圍之限制内。 【圖式簡單說明】 圖1為根據本發明之一實施例的用以提供技術支援之系 統的示意性描繪。 圖2為根據本發明之一實施例的儲存於成像匣記憶體中 之診斷資料之圖表說明。 圖3描纷具有基於圖2之診斷資料之診斷碼的診斷顯示 幕。 圖4A及4B為描繪根據本發明向客戶提供技術支援之方 法之實施例的流程圖。 圖5描繪一分析顯示幕’其展示根據圖4A及4B之實施例 對診斷碼之例示性分析結果。 105047.doc 20· !3329〇5 圖6描繪根據圖4A及4B之實施例之診斷碼的另一例示性 分析結果。 圖7描繪一分析顯示幕，其展示根據圖4A及4B之實施例 對診斷碼之另一例示性分析結果。 圖8描繪一分析顯示幕，其展示根據圖4A及4B之實施例 對診斷碼之又一例示性分析結果。 在所有若干視圖中，相應參考符號指示相應部分。本文 中之範例說明了本發明之實施例，且此等範例並非用以理 解為以任何方式限制本發明之範疇。 【主要元件符號說明】 2 系統 4 技術支援中心 5 技術支援系統 6 技術支援軟體 8 成像系統 10 診斷軟體 12 成像裝置 14 主機 16 通信鏈路 18 控制器 20 列印引擎 22 成像匣 24 匣記憶體 26 使用者介面 105047.doc -21 . 1332905 28 客戶輸入源 30 記憶體 32 通信鏈路 34 通信鏈路 36 基板 38 著色劑儲集器 40 著色劑分散單元 46 記憶體 48 輸入器件 50 顯示監控器 52 周邊器件 54 通信鏈路 58 成像驅動器 66 診斷資料 68 診斷碼 74 序號 76 時間 78 著色劑消耗參數 80 著色劑衰減特性 82 匣種類識別符 84 匣使用識別符 86 診斷顯示幕 88 診斷子碼 90 診斷子碼 105047.doc ，22· 1332905 92 診斷子碼 94 診斷子碼 96 診斷子碼 98 使用率 100 分析顯示幕 105047.doc -23 -1332905 IX. DESCRIPTION OF THE INVENTION: TECHNICAL FIELD OF THE INVENTION The present invention relates to an imaging device, and more particularly, to a technique for providing one of the four imaging devices used in the imaging device. Support methods and systems. [Prior Art] In recent years, the use of printers in homes, businesses, government agencies, and various other organizations has increased significantly. Typically, each printer or imaging device contains an imaging cartridge, such as an inkjet print cartridge or an electrophotographic cartridge. These imaging Es typically have a limited lifetime and are mass produced to meet the printing needs of various types of customers. Sometimes, # appears - the customer can observe the problem of unstable printing. Under these conditions, the customer may, for example, request technical support from a manufacturer to seek a solution to the unstable print. In the past, it was extremely difficult to determine the cause of an imaging defect. When faced with a call from a customer who observes an unstable print, it is often difficult for the service person to determine the cause of the unstable print if there is only information from the customer's observations. For example, when imaging 匣When the ink or toner is depleted, the output of the image forming apparatus may become unstable. However, this same instability can also be attributed to various other failure modes of the imaging cartridge or imaging device. Therefore, it is difficult and sometimes impossible to determine the cause of unstable printing by merely observing the printed image. Therefore, providing technical support to customers can sometimes be time consuming and difficult, which can disappoint customers. There is a need in the art for improved methods and systems for providing technical support for imaging defects. 105047.doc 1332905 SUMMARY OF THE INVENTION The present invention provides an improved method and system for providing technical support for imaging g. The present invention is in one form related to a method for providing technical support to an imaging device for use in an imaging device. The method includes: receiving a request from a client for assistance with imaging artifacts; performing a diagnostic software associated with a type of imaging device based on the request to generate a diagnostic code for the imaging E; receiving the diagnostic barrier from the client; The diagnosis is performed, and the measures to be taken are determined based on the analysis of the diagnostic code. Another form of this month is a system for providing technical support to an imaging device for use in an imaging device. The system includes a memory associated with the imaging g that relies on diagnostic data. The software associated with such f-imaging devices is executed to read diagnostic material from the memory to generate a diagnostic code based thereon. The technical support software is implemented for the purpose of (4) breaking the code - analysis and based on the measures to be taken for the diagnostic code. ^到疋 ^四(四) is the imaging J used for the imaging device towel. The imaging S includes ► y, ^, .v chrome reservoir and a colorant dispersed single open coupled to the colorant reservoir. + ^ ^ In addition, a memory is coupled to one of the colorant reservoirs #, _ 散早^. The memory stores diagnostic resources, from which the diagnosis is also carried out at the Mussel Center. And taking a diagnostic code and supplying it to the technical support of the present invention - such as _ lt & one of the improved examples of the accuracy of the break is the diagnosis of imaging E fault I05047.doc 1332905 Another advantage may be in the customer and technology The reduction in the time it takes for the support center to provide technical support for imaging. Yet another advantage of an embodiment of the present invention is that no Internet connection is required between the customer and the technical support center when providing technical support and imaging diagnostics. [Embodiment] Referring now to the drawings, and in particular to Fig. 1, a schematic depiction of a system 2 showing an embodiment of the present invention is shown. System 2 is used to provide technical support to the customer regarding the imaging artifacts used in the imaging device. The system 2 includes a technical support center 4 and an imaging system 8 having a diagnostic software system 1 having a technical support system technical support system 5 for accessing the technical support software 6 to execute the technical support software 6 to provide technical support. The technical support system 5 includes a computer having at least one input device such as a keyboard and/or a mouse and a display monitor for displaying the output of the technical support software 6. In order to provide technical support to the customer, one or more technical support centers 4 are provided, for example, by the manufacturer and/or retailer of the imaging device and/or imaging device. The technical support center 4 can be, for example, a conventional technical support center established by the manufacturer to support its products, a customer service department at the retailer, a warranty center or the like. Alternatively, Technical Support Center 4 may be, for example, a support center associated with a business or government entity. The technical support software 6 can be used to provide technical support to customers, and is executed on, for example, a computer used in the technical support center 4. The upper imaging system 8 includes an imaging device 12 and a host computer 14. Imaging device 12 communicates with host 14 via communication link 16. 105047.doc The imaging device 12 can be, for example, an inkjet printer and/or a copying machine, an electronic phase printer, and/or a copying machine, or a body (a unit, a body, a single print) A table machine, a scanner, and possibly a fax unit. Imaging is an independent imaging device; a material imaging device having a local area network, one or more intranets, and/or the Internet The storage device 2; or may be any other dedicated or portable imaging device. The imaging device 12 includes a controller 18; a printing pen 2; a member 22 having a related memory 24'. a user interface 26, which may be accessed by the customer while operating the imaging device 12. The household may be an individual purchaser, a lessor or a user of the imaging device 12, or may be commercial, government, or associated therewith. Any organizational entity or user who owns, rents, or operates the imaging device 12. When the imaging device and/or imaging E22 have a problem, the customer can contact the technical customer input source 28 via a customer input source for a telephone or network connection. Form. Therefore, customer input The communication mode between the 28 and the technical support center 4 can be via a telephone call or via a network connection, via whichever mode is most convenient for the customer. However, it should be noted that the present invention does not require a network connection, thus reducing the via technology. Supporting Center 4 provides technical support for the cost and complexity of the customer. In addition, the customer can provide personal access to the acceptable communication mode between the technical support and the U-Shaft Technical Support Center 4 within the scope of the present invention. Technical support center 4. The controller 18 is communicatively coupled to the print engine 2, and the print engine 2 is set to be used to form a processor unit. The controller 18 includes a processor unit and associated 105047. Doc -10· 1J32905 ilsi two hidden body 3〇' and can be formed into one or more special application integrated circuits () ° control 1118 can be a printer controller, a scanner controller, or can be 丄, and The printer and scanner controller. Although the controller U is depicted as being located in the imaging device 12, it may alternatively be considered that all or a portion of the controller 18 is located in the host 14. The controller 18 is via the communication keypad 32. Communicate with the print engine 2, image 1 £22 and PCT memory, and communicate with the user interface 26 via the communication key 4. The controller 18 processes the printed data and operates the column during printing. Printing engine 20. In the case of the example of imaging device 12 given above, the printing engine 2 can be, for example, an inkjet printing engine or an electrophotographic printing engine configured to be on the substrate 36. Forming an image thereon, the substrate 36 can be used in many types of printing media, such as many types of printing media such as blank paper, fabric, photo paper, inkjet coated paper, greeting card stock Transparency st〇ck for overhead projectors, thermal transfer material (ir0n_0n-transfer material) for transferring images to a piece of clothing, and for creating advertisement display equipment and Its analog back-lit film. As the ink jet printing engine, the printing engine 2 〇 operates the image forming unit 22 to spray ink droplets onto the substrate 36, thereby reproducing a text or an image or the like. As an electrophotographic printing engine, the printing engine 2 causes the image forming film 22 to deposit toner on the substrate 36, which is then fused to the substrate 36 by a fuser (not shown). The imaging cassette 22 includes a colorant reservoir 38 and a colorant dispersing unit 4A. In the form of an ink jet print head cartridge used in the ink jet image forming apparatus 12, the colorant reservoir 38 is in the form of an ink reservoir that can be integral with the imaging cassette 22, or 105047.doc 1332905 can be remotely located The colorant dispersing unit 4, such as an inkjet print head, is coupled to a coloring reservoir 38 that sprays ink onto the substrate 36. In the form of an electrophotographic cartridge used in an electronic camera, the colorant reservoir 38 is in the form of a toner reservoir. The color former dispersing unit 40 coupled to the colorant reservoir % is in the form of a toner transport system for depositing toner on a light guiding member that deposits toner onto the substrate 36. However, in either case, the memory 24 is directly or indirectly coupled to one of the colorant reservoir 38 and the colorant dispersing unit 4, and the diagnostic data 66 is stored, and the diagnostic code is obtained from the diagnostic data. "Supply and supply it to the technical support center. 4" Imaging E 2 2 may refer to one or more different imaging images used in the formation of the image on the substrate 36. The imaging port 22 may be (for example) One or more monochrome imaging IEs such as black imaging g, color imaging or photo quality imaging E 〇 host 14 may be, for example, a personal computer 'which contains a memory material, such as a key • wheeled device 48' And a display monitor 5. A peripheral device 52 such as a digital camera is consuming to the host 14 via a communication link 54. The host_step includes a processor, an input/output (1/0) interface, and is connectable to a network. The memory 46 can be any one or all of RAM, ROM, NVRAM, or γ is any available type of computer memory, and can include one or more large data storage devices, such as a floppy disk drive, hard Disc player, cdr〇m and/or return unit. Operation (4), the host computer 14 includes a software program in its memory 46, and a program instruction of the "family drive device of the imaging device 12, for example, 105047.doc • 12· Μ / scanner driver software) The imaging driver 58 communicates with the controller 18 of the imaging device 12 via a pass. The imaging driver 58 facilitates communication between the imaging device 12 and the host 14, and to the imaging device, and more specifically to the print engine. 20 provides formatted print data for imaging ϋ 22 to print ρ; I; imaging driver 58 is disclosed as being located in memory 16 of host 14, but may be considered to be all or part of imaging driver 58 Located in the controller 18 of the imaging device 12. The software segment 1 is associated with the type of imaging device i 2, such as the mode of the imaging device 。 2. The diagnostic software 10 can be located in and/or associated with the imaging device 12. In connection with the imaging driver 58. For example, in the example depicted in Figure j, the diagnostic software 10 is depicted as being located in the imaging driver 58. However, it may alternatively be associated with the imaging device 12 via The diagnostic software 1 is accessed (eg, via a built-in server of the imaging device 12 or via an internet or an intranet). The diagnostic data 66 stored in the memory 24 of the imaging file 22 can be used with the diagnostic software 10 The diagnostic code 68 is provided to the technical support center 4. The diagnostic code 68 can then be analyzed at the technical support center 4 to maximize the solution to the problem of the imaging device 12 and/or imaging port 22 of interest to the user. Therefore, the diagnostic data 66 is used by the technical support center 4 to remotely diagnose the problem of the imaging device 12 and/or the imaging cassette 22. The diagnostic software 1 executes the reading of the diagnostic data 66' from the memory 24 and generates a basis based on Its diagnostic code 68. The technical support system 5 is configured to perform analysis of the diagnostic code 68 and to determine the action to be taken by executing the technical support software 6 based on the analysis of the diagnostic code 68. 105047.doc 13 1332905 Referring now to Figure 2', a graphical illustration of diagnostic data 66 stored in the memory 24 is depicted. Diagnostic code 68 is based on diagnostic data 66 stored in memory 24 associated with imaging cartridge 22. The diagnostic data 66 contains the serial number 74 of the imaging cassette 22' which is associated with the manufacturing lot number of the imaging cassette 22. Therefore, if the manufacturing lot number is known to be problematic, the measure determined by the technical support software 6 may be problematic for the manufacturing lot number based on the known image file 22 (for example, replacing the image during the warranty period) 诊断 22 » Diagnostic data 66 At least one of the following, but preferably including most or all of the following: the time 76 from the start of imaging 匣 22 first installed in any imaging device, the colorant consumption parameter 78, the colorant attenuation characteristic of imaging 匣 22 ( The colorant decay characteristic 82, the 匣 type identifier 82, and the 匣 use identifier 84 » time 76 are used, for example, to determine if the imaging cassette 22 is still under warranty and may include the production cycle of the imaging cassette 22. In addition, time 76 is used by technical support software 6 to determine the predetermined amount of degradation of the colorant. The colorant consumption parameter 78 relates to the amount of toner consumption based on, for example, the number of pixels or dots printed on the imaging cassette 22. If the colorant is an ink, the colorant attenuation characteristic 8 is in the form of an evaporation characteristic for the ink of the imaging cartridge 22 of a particular type or mode, and is used in conjunction with the time 76 by the technical support software 6 to determine the ink. Whether the evaporation loss causes the color former dispersing unit 40 in the form of an ink jet print head to malfunction, for example, due to a sticky effect. Similarly, if the colorant is a toner, the colorant attenuation characteristic 80 may be related to, for example, the moisture content of the toner, which may increase with time due to ambient humidity. 105047.doc • 14· 1332905 The 匡 type identifier 82 is the identification parameter of the imaging cassette 22, and can identify whether the imaging E22 is color, black or photo quality imaging 匣, and the coloring agent capacity of the ,, for example, standard, high yield or The capacity of moderate yield. The 匣 type identifier can be used by the technical support software 6 to determine whether or not the imaging cassette 22 is installed in the erroneous position of the imaging device 12. For example, the customer may install the color imaging cassette 22 in a position designated for the black imaging cassette 22. In addition, the technical support software 6 can use the 匣 type identifier 82 and the colorant consumption parameter 78 to determine, for example, by comparing the colorant consumption indicated by the colorant consumption parameter 78 with the colorant capacity of the imaging cassette 22. Whether the imaging cassette 22 is depleted of colorant" E uses the identifier 84 as an indication of which type of imaging device the imaging unit 22 can be used for. Therefore, the use identifier 84 allows the technical support software 6 to determine whether the imaging cassette 22 is of an invalid type of imaging cassette for the type of imaging device 12 on which it is mounted. For example, imaging 22 can be designed to operate in an imaging device manufactured by the manufacturer of imaging device 12 rather than in an imaging device in which the client has mounted imaging cassette 22. The diagnostic code 68 also contains diagnostic information about the imaging device 12, such as the type of imaging device 12, which is the mode. In making the foregoing determination, the diagnostic information is used by the technical support system 5 in conjunction with the ϋ type identifier 82 and the 匣 use identifier 84 to execute the technical support software 6. Referring now to Figure 3, a diagnostic display screen 86 is generated by the diagnostic software 10 located on the display monitor 5A of the host computer 14. The diagnostic code 68 is depicted as a multi-part diagnostic code used by the technical support software 6 to provide technical support to the customer. Thus, diagnostic code 68 includes diagnostic subcode 88 and diagnostic subcode 90 for, for example, black and color imaging ports 22, respectively. The diagnostic subcode 92 and the diagnostic subcode 94 are respectively associated with the black and color imaging code 22' and the diagnostic subcode 96 is associated with the diagnostic code of the imaging device 12. The technical support system 5 executes the technical support software 6 at the technical support center 4 for analysis, for example, in response to a request for assistance from the customer. The technical support system 5 executes the technical support software 6 to convert the diagnostic code 68 into diagnostic data 66 in human readable form. The diagnostic information 66 is then read by the operator of the technical support center 4', for example, by a service person or another machine or human entity that communicates with the customer in order to provide technical support to the customer. Referring now to Figures 4A and 4B, a method of providing technical support to an imaging device for use in an imaging device is depicted in the form of a flow chart. As shown in FIG. 4A, at step S200, the customer notices the unstable print output of the imaging device 12 using the imaging cassette 22. At step S202, the customer calls the technical support center 4, the technical support center 4 receives a request for assistance from the imaging device 22 from the customer, or the customer can access the technical support center 4 in person, or via the internet or Access to the Technical Support Center4 within the corporate intranet. The request from the customer is based on a failure of the imaging device 12 and/or imaging cassette 22 as perceived by the customer, e.g., due to an unstable print observed by the customer. At step S204, the technical support center 4 operator requests the customer to start or start the diagnostic software. At step S206, the client executes the diagnostic software 1 to generate an image break code 6 8 . In the depicted embodiment, the execution of the diagnostic software is initiated by the customer in response to a request received from the Technical Support Center at 105047.doc 16 1332905, which is based on customer assistance. Alternatively, it is recognized that the customer can initiate the execution of the diagnostic software 10 before contacting the technical support center 4 or before the operator of the technical support center 4 wants the customer to start the diagnostic software 10. At step S208, the technical support center 4 receives the diagnostic code from the client by the customer reading the diagnostic code 68 to the operator of the technical support center 4, for example, at step S210, the operator of the technical support center 4 sets the diagnostic code 68. The input technical support software 6' the technical support software 6 performs the analysis of the diagnostic code. At step S212, the technical support software 6 determines the measure to be taken based on the analysis of the diagnostic code "which includes determining whether to replace the imaging target 22 ), and based on this analysis, explain to customers the problem of unstable printing. The measures to be taken are based, at least in part, on the warranty period, that is, whether the imaging device 12 and/or the imaging device "is still under warranty. The analysis includes, for example, determining the imaging file 22 for imaging based on the £ usage identifier 84. Whether or not the imaging type is an invalid type is used in the device 12. The analysis also includes determining whether the imaging cassette 22 is installed in an error position in the imaging device 12 based on the Kun type identifier 82, such as a color imaging cassette mounted on a black image. In addition, the s-hai analysis comprises at least: determining whether the imaging enthalpy 22 is depleted of colorant based on the colorant consumption parameter 78, meaning that the colorant in the colorant reservoir % is too little or depleted; based on the colorant Attenuating characteristic 8〇 determines whether the colorant is no longer available; determining whether imaging port 22 is under warranty based on time 76; determining colorant dispersion based on, for example, missing imaging data of imaging file 22 and imaging device 12 Unit 4〇 is not functioning properly, where the missing diagnostic information indicates another cause of the problem reported by the customer; and determination 105047.doc 17 1332 The usage rate 98 of the 905 imaging cassette 22, for example, the coloring dose used in proportion to the time 7.6 when the imaging cassette 22 is first installed. Referring now to Figure 4B, at step S2 14, the operator of the technical support center 4 determines the technical support. Whether the software cartridge recommends a measure to replace the imaging cartridge 22. If not, the method flow proceeds to step S216, and if so, the method flow proceeds to step S218. For example, referring to Fig. 5, the rendering is generated by the technical support software 6. Analysis of the display screen 1. The colorant consumption parameter 78 is illustrated in the form of a gas gauge' and indicates that there is still a colorant in the colorant reservoir 38. However, 'time 76 indicates that the imaging volume 22 is substantially absent. During the warranty period, and therefore the technical support software 6 does not recommend replacing the imaging cassette 22. Referring now to Figure 6, the imaging cassette 22 is still under warranty, but due to excessive use of the imaging cassette 22 as indicated by usage 98, colorants The reservoir 38 is empty or almost empty 'which explains the unstable printing. In this case, although the replacement of the warranty is not recommended, based on the usage rate of the imaging port 22, technical support The measure determined by the software 6 may include providing the customer with an economic stimulus to replace the imaging cassette 22. Referring now to Figure 7, the colorant consumption parameter 78 indicates that the colorant reservoir 38 is not empty or even close to empty. However, due to time 76 The indicator 匣 22 is under warranty] so the technical support software 6 recommends replacing the imaging 匣 22. Referring now to Figure 8, the colorant consumption parameter 78 indicates that a colorant remains in the colorant reservoir column, and time 76 indicates that the imaging 匣 22 has just been The warranty period is exceeded. In this case, the technical support software 6 can be configured to recommend replacement of the image file 22 to ensure loyalty to the customer. 105047.doc -18· 1332905 Referring again to Figure 4B' at step S216, the technique The operator of the support center 4 recommends the customer to purchase a new one, for example, in the case where the imaging device 12 or the imaging film 22 has no problem but all the coloring agents in the image j£22 have been used up, thus causing the unstable printing observed by the customer. Imaging 匣22. At step S218, the operator of the technical support center 4 inquires the client about the serial number 74 and the security code stored in the memory 24 of the imaging port 22 to determine whether the imaging port 22 can be correctly replaced by or on behalf of the technical support center 4. . For example, if the image forming unit 22 is not manufactured or sold by the entity that owns or operates the technical support center 4, the image g 22 ° cannot be correctly replaced via the technical support center 4 * The operator of the technical support center 4 at step S220 It is determined whether the serial number 74 is valid 'meaning' to determine whether the imaging cassette 22 can be correctly replaced via the technical support center 4. If yes, the method flow proceeds to step S222. Otherwise, the method flow proceeds to step S216' where the operator of the technical support center 4 recommends the customer to purchase the new imaging cassette 22. At step S222, the operator of the technical support center 4 initiates a series of measures to send the replacement imaging cassette 22 to the client. Alternatively, the operator of the technical support center 4 may send a replacement coupon 匣 22 via, for example, mail or electronically. At step S224, the call from the client to the technical support center 4 ends. As will be appreciated from the above description, embodiments of the present invention can improve the accuracy of the diagnosis of significant imaging defects, for example, by distinguishing between a true failure and an imaging cassette 22 that only depletes the colorant. In addition, the 105047.doc -19. Temple Room spent by the Customer and Technical Support Center 4 in providing technical support for the imaging unit 22 can be reduced. For example, once a customer provides diagnostic code 68 to Technical Support Center 4, a lengthy description of the unstable print observed by the customer may not be required. In addition, embodiments of the present invention do not require an internet connection between the customer and the technical support center 4 to provide technical support and imaging ,22 diagnostics, thereby allowing for technical support or possibly no internet access for non-Internet access. Customer Diagnostic Imaging of Network Connections </ RTI> While the invention has been described with reference to the exemplary embodiments thereof, This application is therefore intended to cover any variations, uses, or adaptations of the invention. In addition, the present application is intended to cover such departures from the present disclosure, which are within the scope of the present disclosure. . BRIEF DESCRIPTION OF THE DRAWINGS Figure 1 is a schematic depiction of a system for providing technical support in accordance with an embodiment of the present invention. 2 is a graphical illustration of diagnostic data stored in an imaging cartridge memory in accordance with an embodiment of the present invention. Figure 3 depicts a diagnostic display with diagnostic codes based on the diagnostic data of Figure 2. 4A and 4B are flow diagrams depicting an embodiment of a method of providing technical support to a customer in accordance with the present invention. Figure 5 depicts an analytical display screen which shows an illustrative analysis of diagnostic codes in accordance with the embodiment of Figures 4A and 4B. 105047.doc 20· !3329〇5 FIG. 6 depicts another exemplary analysis result of the diagnostic code according to the embodiment of FIGS. 4A and 4B. Figure 7 depicts an analysis display showing another exemplary analysis of diagnostic codes in accordance with the embodiment of Figures 4A and 4B. Figure 8 depicts an analysis display showing a further illustrative analysis of diagnostic codes in accordance with the embodiment of Figures 4A and 4B. In all of the several views, corresponding reference symbols indicate corresponding parts. The examples herein are illustrative of the embodiments of the invention, and are not intended to limit the scope of the invention in any way. [Description of main component symbols] 2 System 4 Technical Support Center 5 Technical Support System 6 Technical Support Software 8 Imaging System 10 Diagnostic Software 12 Imaging Device 14 Host 16 Communication Link 18 Controller 20 Print Engine 22 Imaging 匣 24 Memory 26 User Interface 105047.doc -21 . 1332905 28 Customer Input Source 30 Memory 32 Communication Link 34 Communication Link 36 Substrate 38 Colorant Reservoir 40 Colorant Dispersion Unit 46 Memory 48 Input Device 50 Display Monitor 52 Peripheral Device 54 Communication link 58 Imaging driver 66 Diagnostic data 68 Diagnostic code 74 No. 76 Time 78 Colorant consumption parameter 80 Colorant attenuation characteristic 82 匣Type identifier 84 匣Using identifier 86 Diagnostic display 88 Diagnosis subcode 90 Diagnostic subcode 105047.doc ,22· 1332905 92 Diagnostic subcode 94 Diagnostic subcode 96 Diagnostic subcode 98 Usage 100 Analysis display 105047.doc -23 -