Information processing system and program

Abstract

To collect a log for identifying the cause of a defect from a device even when the cause of the failure occurred on the device is not identifiable from a log collected by the firmware installed on the device in advance.SOLUTION: When a failure occurs on a device, a processor transmits, to the device, a survey firmware to collect a log for surveying such a failure. The processor causes the device to update the firmware of such a device to the survey firmware.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to an information processing system and a program. [Background technology]

[0002] When a malfunction occurs in a device, logs may be collected from the device in order to investigate the cause of the malfunction.

[0003] Patent document 1 describes a monitoring intermediation device that notifies a center system of information on the type of equipment that the monitoring intermediation device is responsible for and firmware version information, and requests the center system to provide software bug information and bug countermeasures policies corresponding to the equipment. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2007-257085 A Summary of the Invention [Problem to be solved by the invention]

[0005] Firmware for investigating malfunctions of an apparatus may be pre-installed in the apparatus. For example, firmware for collecting logs of the apparatus and firmware for transmitting logs to an external apparatus may be pre-installed in the apparatus.

[0006] However, the cause of a malfunction may not always be identified using logs collected by firmware that is pre-installed in the device.

[0007] An object of the present invention is to enable a log for identifying the cause of a malfunction that has occurred in a device to be collected from the device even if the cause of the malfunction cannot be identified from logs collected by firmware pre-installed in the device. [Means for solving the problem]

[0008] The invention of claim 1 is an information processing system having a processor that, when a malfunction occurs in an apparatus, transmits investigation firmware to the apparatus for collecting logs for investigating the malfunction, and causes the apparatus to update the firmware that the apparatus has to the investigation firmware.

[0009] An invention according to claim 2 is the information processing system according to claim 1, wherein the processor transmits the check firmware to the device if the device does not have the check firmware.

[0010] The invention of claim 3 is an information processing system as described in claim 1, further comprising a memory, the memory pre-storing a plurality of different investigation firmware, and the processor transmitting to the device an investigation firmware among the plurality of different investigation firmware that corresponds to the defect.

[0011] The invention of claim 4 is an information processing system as described in claim 1, wherein, when a second malfunction different from a first malfunction corresponding to the updated investigation firmware occurs in the device, the processor sends investigation firmware for investigating the first malfunction and the second malfunction to the device and causes the device to update the firmware that the device has.

[0012] The invention according to claim 5 is the information processing system according to claim 1, wherein the investigation firmware has a function of performing different processing depending on the configuration of the device.

[0013] The invention according to claim 6 is the information processing system according to claim 1, wherein the investigation firmware has a function of performing different processing depending on whether the device has a specific configuration or not.

[0014] The invention of claim 7 is a program that causes a computer to operate in such a way that, when a malfunction occurs in an apparatus, the computer sends investigation firmware to the apparatus for collecting logs for investigating the malfunction, and causes the apparatus to update the firmware that the apparatus has to the investigation firmware. Effect of the Invention

[0015] According to the invention of claims 1-3 and 7, even if the cause of a malfunction that has occurred in a device cannot be identified from logs collected by firmware pre-installed in the device, logs for identifying the cause of the malfunction can be collected from the device.

[0016] According to the invention as defined in claim 4, logs can be collected to identify the causes of each of a plurality of different malfunctions.

[0017] According to the invention as set forth in claims 5 and 6, it is possible to collect logs according to the configuration of the device. [Brief description of the drawings]

[0018] [Figure 1] 1 is a block diagram showing a configuration of an entire system according to an embodiment. [Diagram 2] 2 is a block diagram showing a hardware configuration of a management device according to the embodiment; FIG. [Diagram 3] FIG. 2 is a block diagram showing functions of a management device according to the embodiment. [Figure 4] 1 is a block diagram showing a hardware configuration of an image forming apparatus according to an embodiment; [Diagram 5] 2 is a block diagram showing functions of the image forming apparatus according to the embodiment; FIG. [Figure 6] FIG. 13 illustrates a management table of investigation firmware. [Figure 7] 13 is a flowchart showing a flow of processing by the entire system. [Figure 8] 11 is a table showing the relationship between memory capacity and the amount of debug logs. [Figure 9] 13 is a diagram illustrating the relationship between the type of debug log and whether or not it is collected. [Figure 10] 4 is a flowchart showing a flow of processing by the image forming apparatus. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0019] The configuration of the overall system according to the embodiment will be described with reference to Fig. 1. Fig. 1 is a block diagram showing an example of the configuration of the overall system according to the embodiment.

[0020] The overall system according to the embodiment includes a management device 10, an image forming device 12, and a terminal device 14. The overall system may include devices other than these. The overall system may include a plurality of image forming devices 12. The overall system may not include the terminal device 14.

[0021] The management device 10, the image forming device 12, and the terminal device 14 communicate with other devices via a communication path N. The communication path N is, for example, a network such as a LAN (Local Area Network) or the Internet. The communication path N may be established by wired communication or may be established by wireless communication such as Wi-Fi (registered trademark). The management device 10, the image forming device 12, and the terminal device 14 may communicate with other devices using short-range wireless communication or the like without going through the communication path N. The short-range wireless communication is, for example, Bluetooth (registered trademark), RFID (Radio Frequency Identifier), NFC, or the like.

[0022] The management device 10 is a device that provides investigation firmware to the image forming device 12. The investigation firmware is a program that collects logs (hereinafter, referred to as “debug logs”) for analyzing a malfunction that occurs in the image forming device 12.

[0023] The malfunction referred to here is, for example, a temporary, intermittent or continuous malfunction, failure, fault, error, etc. The malfunction referred to here may be a hardware malfunction or a software malfunction.

[0024] For example, the investigation firmware has a function to increase the amount of debug logs for a specific module (e.g., a component or device), a function to increase the frequency of occurrence of a malfunction, a function to identify the cause of the malfunction in the background, etc. Of course, these functions are merely examples, and functions other than these may be realized by the investigation firmware.

[0025] The management device 10 receives the debug log transmitted from the image forming device 12. For example, the image forming device 12 collects the debug log by executing investigation firmware in the image forming device 12. The debug log is transmitted from the image forming device 12 to the management device 10. In this manner, the management device 10 collects the debug log from the image forming device 12. The management device 10 may collect the debug log from each of the multiple image forming devices 12.

[0026] The debug log is information used to analyze a malfunction that occurs in the image forming apparatus 12, and is information that indicates the history of operations, processes, operations, and the like performed in the image forming apparatus 12. For example, the debug log is provided to a developer, technical support, or the like to analyze the malfunction.

[0027] The image forming device 12 has at least one of a print function, a scan function, a copy function, and a facsimile function. The print method and the scan method are not particularly limited. For example, the print method may be an electrophotographic method, an inkjet method, a thermal method, or a thermal transfer method.

[0028] The terminal device 14 is a personal computer (hereinafter referred to as a "PC"), a tablet PC, a smartphone, a mobile phone, or the like. For example, the terminal device 14 is used by a developer, a maintenance worker, or the like. The developer, the maintenance worker, or the like may use the terminal device 14 to develop investigation firmware. The investigation firmware may be transmitted to the management device 10 via a communication path N and stored in the management device 10.

[0029] The hardware configuration of the management device 10 will be described with reference to Fig. 2. Fig. 2 is a block diagram showing an example of the hardware configuration of the management device 10.

[0030] The management device 10 includes a communication device 16 , a UI 18 , a memory 20 , and a processor 22 .

[0031] The communication device 16 includes one or more communication interfaces having a communication chip, a communication circuit, etc., and has a function of transmitting information to other devices and a function of receiving information from other devices. The communication device 16 may have a wireless communication function such as short-range wireless communication or Wi-Fi, or may have a wired communication function.

[0032] The UI 18 is a user interface and includes a display and an input device. The display is a liquid crystal display or an EL display. The input device is a keyboard, a mouse, an input key, an operation panel, etc. The UI 18 may be a UI such as a touch panel (e.g., an operation panel) that combines a display and an input device.

[0033] The memory 20 is a device that configures one or more storage areas for storing data. The memory 20 is, for example, a hard disk drive (HDD), a solid state drive (SSD), various types of memory (for example, RAM, DRAM, NVRAM, ROM, etc.), other storage devices (for example, optical disks, etc.), or a combination thereof.

[0034] The processor 22 executes various processes and controls the operation of each part of the management device 10.

[0035] The functions of the management device 10 will be described with reference to Fig. 3. Fig. 3 is a block diagram showing an example of the functions of the management device 10.

[0036] The management device 10 includes a system control unit 24 , a communication unit 26 , a management unit 28 , a firmware storage unit 30 , and a log storage unit 32 .

[0037] The system control unit 24 controls the management device 10. The system control unit 24 is realized by the processor 22.

[0038] The communication unit 26 has a function of transmitting information to other devices and a function of receiving information from other devices. The communication unit 26 is realized by the communication device 16.

[0039] The management unit 28 manages the status of the image forming device 12. For example, the management unit 28 detects a malfunction that occurs in the image forming device 12. The management unit 28 also manages investigation firmware stored in the image forming device 12. When the management device 10 manages a plurality of image forming devices 12, the management unit 28 manages the status of each image forming device 12 for each image forming device 12. The management unit 28 is realized by the processor 22.

[0040] The firmware storage unit 30 stores a plurality of different investigation firmware. Each investigation firmware is created in advance and stored in the firmware storage unit 30. The firmware storage unit 30 is realized by the memory 20.

[0041] The log storage unit 32 stores the log transmitted from the image forming apparatus 12 to the management device 10. For example, the log is a debug log, a system log, etc. For example, a debug log is collected by executing an investigation firmware in the image forming apparatus 12, and is transmitted from the image forming apparatus 12 to the management device 10 and stored in the log storage unit 32. The system log is information indicating the operation history of the image forming apparatus 12. For example, the system log includes a log of an OS (Operating System) installed in the image forming apparatus 12, information on a screen displayed at the time of the last operation, etc. When the system log is transmitted from the image forming apparatus 12 to the management device 10, the system log is stored in the log storage unit 32. The log storage unit 32 is realized by the memory 20.

[0042] The hardware configuration of the image forming apparatus 12 will be described with reference to Fig. 4. Fig. 4 is a block diagram showing an example of the hardware configuration of the image forming apparatus 12.

[0043] The image forming device 12 includes an image forming unit 34, a communication device 36, a UI 38, a memory 40, and a processor 42. For example, the image forming device 12 is a printer, a scanner, a copier, a facsimile, or a multifunction device (e.g., a device having the functions of multiple devices such as a printer, a scanner, and a copier).

[0044] The image forming unit 34 has at least one of a print function, a scan function, a copy function, and a facsimile function. By executing the print function, the image forming unit 34 prints an image representing a document or the like on a recording medium such as paper. By executing the scan function, the image forming unit 34 reads an image from an original document and generates data representing the image. By executing the copy function, the image forming unit 34 reads an image from an original document and prints the image on a recording medium. By executing the facsimile function, the image forming unit 34 uses facsimile communication to transmit an image to another device or receive an image from another device.

[0045] The communication device 36 includes one or more communication interfaces having a communication chip, a communication circuit, etc., and has a function of transmitting information to other devices and a function of receiving information from other devices. The communication device 16 may have a wireless communication function such as short-range wireless communication or Wi-Fi, or may have a wired communication function.

[0046] The UI 38 is a user interface and includes a display and an input device. The display is a liquid crystal display or an EL display. The input device is a keyboard, a mouse, an input key, an operation panel, etc. The UI 14 may be a UI such as a touch panel (e.g., an operation panel) that combines a display and an input device.

[0047] The memory 40 is a device that configures one or more storage areas for storing data. The memory 20 is, for example, a hard disk drive (HDD), a solid state drive (SSD), various types of memory (for example, RAM, DRAM, NVRAM, ROM, etc.), other storage devices (for example, optical disks, etc.), or a combination thereof.

[0048] The processor 42 executes various processes and controls the operations of each part of the image forming apparatus 12 .

[0049] The functions of the image forming apparatus 12 will be described with reference to Fig. 5. Fig. 5 is a block diagram showing an example of the functions of the image forming apparatus 12.

[0050] The image forming apparatus 12 includes a communication unit 44 , a fault detection unit 46 , a log generation unit 48 , a firmware storage unit 50 , an update unit 52 , a system control unit 54 , a timer control unit 56 , and an image formation control unit 58 .

[0051] The communication unit 44 has a function of transmitting information to other devices and a function of receiving information from other devices. The communication unit 44 is realized by the communication device 36.

[0052] The fault detection unit 46 detects a fault that has occurred in the image forming apparatus 12. For example, the fault detection unit 46 detects a fault that has occurred in the image forming unit 34 (e.g., a fault related to a print function, a scan function, etc.), a fault that has occurred in the communication device 36 (e.g., a communication failure, etc.), a fault that has occurred in the UI 38, a fault that has occurred in the memory 40, etc. The fault detection unit 46 is realized by the processor 42.

[0053] The log generating unit 48 generates logs such as a debug log and a system log. For example, when the fault detection unit 46 detects a fault, the log generating unit 48 generates a debug log by executing investigation firmware. The communication unit 44 transmits the debug log to the management device 10. The communication unit 44 may transmit the debug log and the system log to the management device 10. The log generating unit 48 is realized by the processor 42.

[0054] The firmware storage unit 50 stores the investigation firmware. For example, the firmware storage unit 50 stores the investigation firmware transmitted from the management device 10. Default investigation firmware may be stored in advance in the firmware storage unit 50. For example, default investigation firmware that is created in advance when the image forming device 12 is manufactured or shipped may be stored in advance in the firmware storage unit 50. The firmware storage unit 50 is realized by the memory 40.

[0055] The update unit 52 updates the investigation firmware stored in the firmware storage unit 50. For example, when the investigation firmware is transmitted from the management device 10 to the image forming device 12, the update unit 52 accepts the investigation firmware and stores it in the firmware storage unit 50, thereby updating the investigation firmware stored in the firmware storage unit 50. For example, the update unit 52 updates the investigation firmware by overwriting the investigation firmware stored in the firmware storage unit 50 with the investigation firmware transmitted from the management device 10. The update unit 52 may update the investigation firmware by replacing the investigation firmware stored in the firmware storage unit 50 with the investigation firmware transmitted from the management device 10. The update unit 52 may update the investigation firmware by deleting the investigation firmware stored in the firmware storage unit 50 and storing the investigation firmware transmitted from the management device 10 in the firmware storage unit 50. The update unit 52 is realized by the processor 42.

[0056] For example, when default investigation firmware is pre-stored in the firmware storage unit 50, when the investigation firmware is transmitted from the management device 10 to the image forming device 12, the update unit 52 updates the default investigation firmware stored in the firmware storage unit 50 to the investigation firmware transmitted from the management device 10.

[0057] When a non-default investigation firmware is stored in the firmware storage unit 50, when the investigation firmware is transmitted from the management device 10 to the image forming device 12, the update unit 52 updates the investigation firmware stored in the firmware storage unit 50 to the investigation firmware transmitted from the management device 10.

[0058] The investigation firmware managed by the management device 10 has at least the functions of the default investigation firmware (i.e., the default functions). In other words, the investigation firmware managed by the management device 10 has the default functions and additional functions other than the default functions. As a result, even if the investigation firmware is updated in the image forming device 12, the default functions are executed, and further, the additional functions are also executed. As a result, debug logs collected by executing the default investigation firmware and debug logs collected by executing the additional functions are collected.

[0059] The system control unit 54 controls the image forming apparatus 12. The system control unit 54 is realized by the processor 42.

[0060] The timer control unit 56 has a timer function, measures time, and identifies the time when a process such as a job is executed. The timer control unit 56 is realized by the processor 42.

[0061] The image formation control unit 58 controls the operation of the image forming unit 34. For example, the image formation control unit 58 controls printing, scanning, copying, facsimile, etc. The image formation control unit 58 is realized by the processor 42.

[0062] In addition to the above-mentioned functions, the image forming apparatus 12 may have a function of transmitting image data generated by scanning to an external device (for example, a terminal device such as a PC, a server, etc.).

[0063] A specific example of the investigation firmware will be described with reference to Fig. 6. Fig. 6 is a diagram showing a management table of the investigation firmware.

[0064] The management table of investigation firmware is a table for managing a plurality of investigation firmware stored in the management device 10, and is stored in advance in the memory 20 of the management device 10. Each investigation firmware registered in this management table is stored in the memory 20 in advance.

[0065] For example, in the management table of the investigation firmware, identification information of the investigation firmware, information indicating an outline of the investigation firmware, and identification information of the investigation firmware are associated in advance for each investigation firmware.

[0066] The fault code is an example of identification information for identifying a fault. The information indicating the outline of the fault is information indicating the outline of a fault that may occur in the image forming apparatus 12. The identification information of the firmware for investigation is, for example, information such as the version of the firmware for investigation.

[0067] For example, the fault code "111-001" is information for identifying a fault with the content "System Controller Error." The investigation firmware "1.0.101" is a program for collecting debug logs for analyzing the fault. The character string "1.0.101" may represent the version of the investigation firmware.

[0068] When a malfunction indicated by the malfunction code "111-001" occurs in the image forming apparatus 12, the malfunction code "111-001" is transmitted from the image forming apparatus 12 to the management apparatus 10. The processor 22 of the management apparatus 10 receives the malfunction code "111-001" and detects that a malfunction corresponding to the malfunction code "111-001" has occurred in the image forming apparatus 12. When the investigation firmware "1.0.101" associated with the malfunction code "111-001" is not stored in the image forming apparatus 12, the processor 22 transmits the investigation firmware "1.0.101" to the image forming apparatus 12. The processor 42 of the image forming apparatus 12 receives the investigation firmware "1.0.101" and updates the investigation firmware stored in the memory 40 of the image forming apparatus 12 to the investigation firmware "1.0.101".

[0069] For example, processor 42 of image forming apparatus 12 transmits identification information of the investigation firmware stored in the image forming apparatus 12 to management device 10 at a predetermined timing or a timing designated by a user such as an administrator. Processor 42 may transmit identification information of the investigation firmware stored in image forming apparatus 12 after the update (i.e., the investigation firmware after the update) to management device 10 at a timing when the investigation firmware stored in image forming apparatus 12 is updated. Processor 22 of management device 10 receives the identification information transmitted from image forming apparatus 12 and manages the investigation firmware stored in the image forming apparatus 12 based on the identification information.

[0070] For example, the processor 22 of the management device 10 associates, for each image forming device 12, the identification information of the image forming device 12 with the identification information of the investigation firmware stored in the image forming device 12, and registers the association in the management table of the image forming device. The management table of the image forming device is stored in the memory 20 of the management device 10.

[0071] Note that IOT is an abbreviation for Image Output Terminal. An IOT-related debug log is a debug log related to printing from a device that realizes a print function (for example, a printer). IIT is an abbreviation for Image Input Terminal. An IIT-related debug log is a debug log related to scanning from a device that realizes a scan function (for example, a scanner).

[0072] The investigation firmware shown in FIG. 6 is merely an example, and investigation firmware other than the investigation firmware shown in FIG. 6 may be stored in the memory 20 of the management device 10 and registered in the investigation firmware management table.

[0073] For example, investigation firmware for investigating a plurality of different malfunctions may be created in advance, and the investigation firmware may be stored in the memory 20 and registered in the investigation firmware management table. For example, investigation firmware including investigation firmware linked to malfunction code "111-002" and investigation firmware linked to malfunction code "111-003" (for example, firmware combining two investigation firmwares) may be created in advance, registered in the investigation firmware management table, and stored in the memory 20.

[0074] The processing by the overall system will be described with reference to Fig. 7. Fig. 7 shows a flowchart showing the flow of the processing.

[0075] When a malfunction occurs in image forming apparatus 12 (S01) and processor 42 of image forming apparatus 12 detects the malfunction, processor 42 transmits a malfunction code corresponding to the malfunction to management device 10. For example, for each malfunction, information indicating the contents of the malfunction and a malfunction code are associated with each other, and these pieces of information are stored in advance in memory 40 of image forming apparatus 12. Processor 42 identifies the malfunction code corresponding to the malfunction that has occurred, and transmits the identified malfunction code to management device 10.

[0076] For example, the processor 42 of the image forming device 12 links the identification information of the image forming device 12 to a malfunction code, and transmits the malfunction code linked to the identification information of the image forming device 12 to the management device 10. The processor 22 of the management device 10 identifies the image forming device 12 in which the malfunction has occurred by referring to the identification information linked to the malfunction code.

[0077] The processor 22 of the management device 10 receives the trouble code transmitted from the image forming device 12, and by referring to the trouble code, detects that a trouble has occurred in the image forming device 12 (S02). In addition, the processor 22 recognizes the content of the trouble that has occurred in the image forming device 12 by referring to the trouble code.

[0078] The processor 22 of the management device 10 identifies the investigation firmware linked to the fault code sent from the image forming device 12 by referring to a management table of the investigation firmware (for example, the management table shown in FIG. 6) (S03).

[0079] In addition, the processor 22 of the management device 10 determines whether or not the firmware for investigation specified in step S03 has already been stored in the image forming device 12 (S04). That is, the processor 22 determines whether or not the firmware for investigation specified in step S03 has already been applied to the image forming device 12.

[0080] For example, the processor 22 identifies the investigation firmware stored in the image forming device 12 that transmitted the fault code by referring to the management table of the image forming device. To explain in detail, the processor 22 uses the identification information of the image forming device 12 linked to the fault code transmitted from the image forming device 12 as a search key to identify the investigation firmware linked to the identification information from the management table of the image forming device. In this way, the investigation firmware stored in the image forming device 12 at the time the fault occurred is identified.

[0081] The processor 22 determines whether the identified investigation firmware (i.e., the investigation firmware stored in the image forming device 12 at the time the malfunction occurred) is the investigation firmware that is linked to the malfunction code transmitted from the image forming device 12 in the investigation firmware management table.

[0082] For example, the investigation firmware "1.0.101" is associated with the identification information of the image forming device 12 that sent the malfunction code and is registered in the management table of the image forming device. In this case, the investigation firmware stored in the image forming device 12 at the time the malfunction occurred is the investigation firmware "1.0.101".

[0083] If the trouble code transmitted by the image forming apparatus 12 is "111-001", the investigation firmware corresponding to the trouble code "111-001" is investigation firmware "1.0.101" (see FIG. 6). In this case, the processor 22 determines that the investigation firmware corresponding to the trouble has already been applied to the image forming apparatus 12. In other words, the processor 22 determines that the investigation firmware "1.0.101" corresponding to the trouble code "111-001" has already been applied to the image forming apparatus 12.

[0084] If the trouble code transmitted by the image forming device 12 is "111-002", the investigation firmware corresponding to this trouble code "111-002" is investigation firmware "1.0.102" (see FIG. 6). In this case, the processor 22 determines that the investigation firmware corresponding to the trouble is not applied to the image forming device 12. In other words, the processor 22 determines that the investigation firmware "1.0.102" corresponding to the trouble code "111-002" is not applied to the image forming device 12.

[0085] If the investigation firmware corresponding to the malfunction code has already been applied to the image forming apparatus 12 (S04, Yes), the process ends. In this case, the processor 42 of the image forming apparatus 12 executes the investigation firmware to collect a debug log and transmits the debug log to the management device 10.

[0086] If the investigation firmware corresponding to the problem code is not applied to the image forming apparatus 12 (S04, No), the processor 22 of the management apparatus 10 transmits the investigation firmware corresponding to the problem code to the image forming apparatus 12 (S05). For example, if the problem code is "111-002", the processor 22 transmits the investigation firmware "1.0.102" to the image forming apparatus 12.

[0087] The processor 42 of the image forming apparatus 12 receives the investigation firmware transmitted from the management device 10, and updates the investigation firmware stored in the memory 40 of the image forming apparatus 12 to the received investigation firmware (S06). As a result, the investigation firmware stored in the image forming apparatus 12 is changed from investigation firmware "1.0.101" to investigation firmware "1.0.102." The processor 42 transmits information indicating that the investigation firmware has been updated to the management device 10.

[0088] When the processor 22 of the management device 10 receives information indicating that the investigation firmware has been updated from the image forming device 12, the processor 22 updates the management table of the image forming device (S07). More specifically, the processor 22 changes the identification information of the investigation firmware linked to the identification information of the image forming device 12 in the management table of the image forming device to the identification information of the investigation firmware after the update. For example, the investigation firmware before the update is investigation firmware "1.0.101", and the investigation firmware after the update is investigation firmware "1.0.102". In this case, the processor 22 changes the identification information of the investigation firmware linked to the identification information of the image forming device 12 from the investigation firmware before the update "1.0.101" to the investigation firmware after the update "1.0.102".

[0089] After the investigation firmware stored in the image forming apparatus 12 is updated, if the same problem as the problem that occurred in step S01 occurs in the image forming apparatus 12 (S08), the processor 42 of the image forming apparatus 12 generates a debug log by executing the updated investigation firmware (S09). For example, the processor 42 generates a debug log by executing the updated investigation firmware "1.0.102". The processor 42 transmits the generated debug log to the management apparatus 10 (S09).

[0090] The processor 42 of the management device 10 receives the debug log transmitted from the image forming device 12 (S10). For example, the processor 42 stores the debug log in the memory 20. When the processor 42 receives a request to obtain the debug log, the processor 42 may provide the debug log to the requestor in response to the request. For example, the processor 42 may transmit the debug log to an external device, display it on a display, or print it.

[0091] Examples will be described below.

[0092] Example 1 When a malfunction "IOT-SW error" corresponding to the malfunction code "111-002" occurs in the image forming device 12, the malfunction code "111-002" is transmitted from the image forming device 12 to the management device 10. The processor 22 of the management device 10 receives the malfunction code "111-002" and detects that an "IOT-SW error" has occurred in the image forming device 12.

[0093] The processor 22 of the management device 10 refers to the management table of the investigation firmware to identify the investigation firmware "1.0.102" that is linked to the defect code "111-002".

[0094] Moreover, the processor 22 of the management device 10 checks the investigation firmware stored in the image forming device 12 in which a malfunction has occurred by referring to the management table of the image forming device.

[0095] If the check firmware stored in the image forming device 12 in which the problem has occurred is not the check firmware “1.0.102”, the processor 22 of the management device 10 transmits the check firmware “1.0.102” to the image forming device 12 .

[0096] When the processor 42 of the image forming apparatus 12 receives the investigation firmware "1.0.102" from the management apparatus 10, the processor 42 updates the investigation firmware stored in the image forming apparatus 12 to the investigation firmware "1.0.102".

[0097] When the investigation firmware "1.0.102" is executed in the image forming apparatus 12, the following process is executed. The amount of IOT-related debug logs collected by running the investigation firmware "1.0.102" is 10 times the amount of IOT-related debug logs collected by running investigation firmware other than the investigation firmware "1.0.102". - Always traces the operation of IOT-related modules and generates debug logs. IOT-related modules are the components (e.g. parts) of the device that realizes the print function. Include Finisher-related logs in the debug log. A Finisher is a device that has functions such as stapling and folding.

[0098] The investigation firmware "1.0.102" is executed in the image forming apparatus 12. When the malfunction "IOT-SW error" corresponding to the malfunction code "111-002" occurs again, the above-mentioned process collects IOT-related debug logs. Since the above-mentioned process is a process specialized for IOT-related matters, the debug logs collected by the above-mentioned process are useful information for identifying IOT-related malfunctions.

[0099] The debug log collected by executing the investigation firmware “1.0.102” is transmitted from the image forming apparatus 12 to the management apparatus 10 .

[0100] When the investigation firmware stored in the image forming apparatus 12 in which the malfunction has occurred is investigation firmware “1.0.102”, the processor 22 of the management apparatus 10 does not transmit the investigation firmware “1.0.102” to the image forming apparatus 12 .

[0101] Example 2 When a malfunction "external SW linkage error" corresponding to the malfunction code "111-005" occurs in the image forming apparatus 12, the malfunction code "111-005" is transmitted from the image forming apparatus 12 to the management apparatus 10. The processor 22 of the management apparatus 10 receives the malfunction code "111-005" and detects that an "external SW linkage error" has occurred in the image forming apparatus 12.

[0102] The processor 22 of the management device 10 refers to the management table of the investigation firmware to identify the investigation firmware "1.0.105" that is linked to the defect code "111-005".

[0103] Moreover, the processor 22 of the management device 10 checks the investigation firmware stored in the image forming device 12 in which a malfunction has occurred by referring to the management table of the image forming device.

[0104] If the check firmware stored in the image forming device 12 in which the problem has occurred is not the check firmware “1.0.105”, the processor 22 of the management device 10 transmits the check firmware “1.0.105” to the image forming device 12 .

[0105] When the processor 42 of the image forming apparatus 12 receives the investigation firmware "1.0.105" from the management apparatus 10, the processor 42 updates the investigation firmware stored in the image forming apparatus 12 to the investigation firmware "1.0.105".

[0106] When the investigation firmware "1.0.105" is executed in the image forming apparatus 12, the following process is executed. The amount of network-related debug logs collected by running the investigation firmware "1.0.105" is 10 times the amount of network-related debug logs collected by running investigation firmware other than the investigation firmware "1.0.105". · Continuously tracing the operation of a network-related module and generating a debug log. For example, the network-related module is the communication device 36. - Always collect communication packets and include the results of that collection in the debug log.

[0107] The investigation firmware "1.0.105" is executed in the image forming apparatus 12. If the malfunction "IOT-SW error" corresponding to the malfunction code "111-005" occurs again, the above-mentioned process collects network-related debug logs. Since the above-mentioned process is specialized for network-related malfunctions, the debug logs collected by the above-mentioned process are useful information for identifying network-related malfunctions.

[0108] The debug log collected by executing the investigation firmware “1.0.105” is transmitted from the image forming apparatus 12 to the management apparatus 10 .

[0109] If the investigation firmware stored in the image forming apparatus 12 in which the problem has occurred is investigation firmware “1.0.105”, the processor 22 of the management apparatus 10 transmits the investigation firmware “1.0.105” to the image forming apparatus 12 .

[0110] The following describes modified examples.

[0111] (Variation 1) The check firmware according to the first modification has a function of performing different processes depending on the configuration of the image forming apparatus 12.

[0112] For example, this configuration is a storage device of image forming apparatus 12. For example, the investigation firmware according to Modification 1 changes the amount of debug logs to be collected depending on the capacity of a memory for storing the debug logs (hereinafter, referred to as the “debug log memory”). The debug log memory is included in memory 40 of image forming apparatus 12.

[0113] 8 shows the relationship between memory capacity and the amount of debug logs. For example, information indicating the relationship between memory capacity and the amount of debug logs is included in the investigation firmware according to Modification 1. The investigation firmware according to Modification 1 collects debug logs according to the information indicating the relationship.

[0114] For example, when the capacity of the memory for debug logs is 2 GB, the amount of debug logs is five times the default amount. In other words, the amount of debug logs collected by executing the investigation firmware according to the first modification example is five times the amount of debug logs collected by executing the default investigation firmware.

[0115] When the capacity of the debug log memory is 4 GB, the amount of debug logs is 10 times the default amount. In other words, the amount of debug logs collected by executing the investigation firmware according to the first modification example is 10 times the amount of debug logs collected by executing the default investigation firmware.

[0116] For example, the processor 42 of the image forming apparatus 12 executes the investigation firmware according to the first modification example to collect debug logs by changing the amount of the debug logs according to the capacity of the debug log memory that the image forming apparatus 12 has.

[0117] For example, when the capacity of the debug log memory of the image forming apparatus 12 is 2 GB, the processor 42 of the image forming apparatus 12 executes the investigation firmware to collect five times the default amount of debug logs. When the capacity of the debug log memory of the image forming apparatus 12 is 4 GB, the processor 42 of the image forming apparatus 12 executes the investigation firmware to collect ten times the default amount of debug logs. In this way, it is not necessary to create investigation firmware for each capacity of the debug log memory in advance. In other words, even if investigation firmware for 2 GB and investigation firmware for 4 GB are not created separately, collection according to the capacity of the debug log memory is performed by one investigation firmware. Note that when the capacity of the debug log memory of the image forming apparatus 12 is 2 GB to 4 GB, the processor 42 executes the investigation firmware to collect five times the default amount of debug logs.

[0118] (Variation 2) The check firmware according to the second modification has a function of performing different processes depending on whether the image forming apparatus 12 has a specific configuration. For example, the specific configuration is a specific type of storage device. For example, the specific type of storage device is a hard disk drive.

[0119] For example, if the image forming device 12 does not have a hard disk drive, the investigation firmware does not collect debug logs that are expected to be relatively large in capacity. In other words, debug logs that are expected to be relatively large in capacity are not collected. Debug logs that are expected to be relatively large in capacity are determined in advance. Information indicating the debug logs is included in the investigation firmware according to the second modification. By executing the investigation firmware according to the second modification, the processor 42 of the image forming device 12 excludes the debug logs indicated by the information from the collection targets and collects the debug logs.

[0120] Figure 9 shows the relationship between the type of debug log and whether or not it is collected. Examples of debug logs include system logs, module operation traces, finisher logs, network capture logs, and UI operation logs. An "O" in Figure 9 means that the debug log corresponding to the O mark will be collected. An "X" in Figure 9 means that the debug log corresponding to the X mark will not be collected.

[0121] For example, the system log and traces of module operations are debug logs that are collected regardless of whether or not the image forming apparatus 12 has a hard disk drive (HDD). The finisher log, network capture log, and UI operation log are collected when the image forming apparatus 12 has a hard disk drive, but are not collected when the image forming apparatus 12 does not have a hard disk drive.

[0122] 9 is included in the investigation firmware according to Modification 2. The processor 42 of the image forming apparatus 12 executes the investigation firmware according to Modification 2 to collect debug logs according to the information.

[0123] The process according to the second modification will be described with reference to Fig. 10. Fig. 10 is a flowchart showing the flow of the process according to the second modification.

[0124] Here, as an example, the investigation firmware according to the modified example 2 is stored in the image forming apparatus 12. In other words, the default investigation firmware stored in the image forming apparatus 12 has already been updated to the investigation firmware according to the modified example 2.

[0125] When a problem occurs in the image forming apparatus 12 (S21), the processor 42 executes the investigation firmware according to the second modification to generate a system log (S22). The processor 42 also generates a module operation trace (S23). The module operation trace is information indicating the operation history of the configuration of the image forming apparatus 12.

[0126] If the image forming apparatus 12 has a hard disk drive (S24, Yes), for example, the processor 42 generates a Finisher log (S25). The processor 42 transmits a debug log including the Finisher log to the management apparatus 10 (S26).

[0127] If the image forming apparatus 12 does not have a hard disk drive (S24, No), for example, the processor 42 generates a debug log that does not include the Finisher's log, and transmits the debug log to the management apparatus 10 (S26).

[0128] If the image forming apparatus 12 does not have a hard disk drive, it is necessary to store the debug log in a relatively small capacity SD card, eMMC (embedded multi media card), etc. In this case, by excluding the debug log, which has a relatively large capacity, from the targets of collection, the debug log can be stored without running out of capacity for storing the debug log.

[0129] (Variation 3) The investigation firmware according to the third modification has a function of performing different processes depending on the capacity of the debug log memory.

[0130] For example, the investigation firmware according to the third modification does not collect debug logs that are expected to have a relatively large capacity depending on the capacity of the debug log memory. Specifically, when the capacity of the debug log memory is less than a threshold, the investigation firmware according to the third modification does not collect debug logs that are expected to have a relatively large capacity. Debug logs that are expected to have a relatively large capacity are predetermined, such as the Finisher log shown in FIG. 9.

[0131] (Variation 4) The investigation firmware according to the fourth modification is investigation firmware that corresponds to a combination of a plurality of different faults, and has a function of collecting debug logs for investigating each fault.

[0132] In the fourth modification, due to the occurrence of a first malfunction, the investigation firmware stored in the image forming apparatus 12 is updated to investigation firmware corresponding to the first malfunction. When the investigation firmware is updated, information indicating the update is transmitted from the image forming apparatus 12 to the management apparatus 10. The processor 22 of the management apparatus 10 receives the information, associates the identification information of the image forming apparatus 12 with the identification information of the investigation firmware after the update, and registers this information in the management table of the image forming apparatus 12. Here, the processor 22 associates the identification information of the image forming apparatus 12 with the identification information of the investigation firmware corresponding to the first malfunction, and registers this information in the management table of the image forming apparatus 12.

[0133] After updating the investigation firmware, if a second malfunction different from the first malfunction occurs in the image forming device 12, a malfunction code indicating the second malfunction is transmitted from the image forming device 12 to the management device 10. The processor 22 of the management device 10 identifies that the investigation firmware stored in the image forming device 12 is investigation firmware corresponding to the first malfunction by referring to the management table of the image forming device 12. In this case, the processor 22 transmits investigation firmware (hereinafter referred to as "mixed investigation firmware") for collecting a debug log for investigating the first malfunction and a debug log for investigating the second malfunction to the image forming device 12. The processor 42 of the image forming device 12 updates the investigation firmware (for example, investigation firmware for investigating the first malfunction) stored in the image forming device 12 to the mixed investigation firmware. As a result, even if the first malfunction occurs again after the second malfunction occurs, a debug log for investigating the first malfunction is collected. Furthermore, if a second malfunction occurs, a debug log for investigating the second malfunction is collected.

[0134] Some of the functions of the management device 10 may be realized by a device other than the management device 10. When some of the functions of the management device 10 are realized by a device other than the management device 10, an information processing system may be configured by the management device 10 and the other device. In other words, the functions of the management device 10 may be realized by a single device, or may be realized by an information processing system including multiple devices.

[0135] Each function of the management device 10 is realized, for example, by cooperation between hardware and software. For example, each function of the management device 10 is realized by the processor 22 of the management device 10 reading and executing a program stored in memory. The program is stored in the memory via a recording medium such as a CD or DVD, or via a communication path such as a network. Similarly, each function of the management device 10 is realized by the processor 22 of the management device 10 reading and executing a program stored in memory. The program is stored in the memory via a recording medium such as a CD or DVD, or via a communication path such as a network.

[0136] Some of the functions of image forming apparatus 12 may be realized by an apparatus other than image forming apparatus 12. When some of the functions of image forming apparatus 12 are realized by an apparatus other than image forming apparatus 12, an information processing system may be configured by image forming apparatus 12 and the other apparatus. In other words, the functions of image forming apparatus 12 may be realized by a single apparatus, or may be realized by an information processing system including multiple apparatuses.

[0137] Each function of the image forming apparatus 12 is realized, for example, by cooperation between hardware and software. For example, each function of the image forming apparatus 12 is realized by the processor 42 of the image forming apparatus 12 reading and executing a program stored in memory. The program is stored in the memory via a recording medium such as a CD or DVD, or via a communication path such as a network. Similarly, each function of the image forming apparatus 12 is realized by the processor 42 of the image forming apparatus 12 reading and executing a program stored in memory. The program is stored in the memory via a recording medium such as a CD or DVD, or via a communication path such as a network.

[0138] The management device 10 may collect logs from devices other than the image forming device 12. In other words, the investigation firmware may collect logs from devices other than the image forming device 12.

[0139] In each of the above embodiments, the term "processor" refers to a processor in a broad sense, and includes general-purpose processors (e.g., CPU: Central Processing Unit, etc.) and dedicated processors (e.g., GPU: Graphics Processing Unit, ASIC: Application Specific Integrated Circuit, FPGA: Field Programmable Gate Array, programmable logic device, etc.). Furthermore, the operation of the processor in each of the above embodiments may not only be performed by one processor, but may also be performed by multiple processors located at physically separate locations working together. Furthermore, the order of each operation of the processor is not limited to the order described in each of the above embodiments, and may be changed as appropriate.

[0140] (Additional Note) (((1))) A processor is included. The processor, When a malfunction occurs in the device, an investigation firmware for collecting a log for investigating the malfunction is transmitted to the device, and the device updates the firmware of the device to the investigation firmware. Information processing system. (((2))) The processor, if the device does not have the probing firmware, transmitting the probing firmware to the device; An information processing system according to (((1))). (((3))) Further comprising a memory; The memory includes: A plurality of different firmware for investigation is stored in advance, The processor, transmitting, to the device, a firmware for investigation corresponding to the malfunction among the plurality of different firmware for investigation; An information processing system according to (((1))). (((4))) The processor, When a second malfunction different from a first malfunction corresponding to the updated investigation firmware occurs in the device, transmitting investigation firmware for investigating the first malfunction and the second malfunction to the device and causing the device to update the firmware held by the device. An information processing system according to (((1))). (((5))) The investigation firmware has a function of performing different processes depending on the configuration of the device. An information processing system according to (((1))). (((6))) The investigation firmware has a function of performing different processes depending on whether the device has a specific configuration or not. An information processing system according to (((1))). (((7))) The computer When a malfunction occurs in the device, an investigation firmware for collecting a log for investigating the malfunction is transmitted to the device, and the device updates the firmware of the device to the investigation firmware. A program that makes it work. According to the intelligence processing system relating to (((1)))-(((3))) and the program relating to (((7))), even if the cause of a malfunction that has occurred in a device cannot be identified from logs collected by firmware pre-installed in the device, logs for identifying the cause of the malfunction can be collected from the device. According to the information processing system of (((4))), it is possible to collect logs for identifying the causes of each of a plurality of different malfunctions. According to the information processing system of (((5))) or (((6))), it is possible to collect logs according to the configuration of the device. [Explanation of symbols]

[0141] 10 management device, 12 image forming device, 22 processor.

Claims

1. A processor is included. The processor, When a malfunction occurs in the device, an investigation firmware for collecting a log for investigating the malfunction is transmitted to the device, and the device updates the firmware of the device to the investigation firmware. Information processing system.

2. The processor, if the device does not have the probing firmware, transmitting the probing firmware to the device; The information processing system according to claim 1 .

3. Further comprising a memory; The memory includes: A plurality of different firmware for investigation is stored in advance, The processor, transmitting, to the device, a firmware for investigation corresponding to the malfunction among the plurality of different firmware for investigation; The information processing system according to claim 1 .

4. The processor, When a second malfunction different from a first malfunction corresponding to the updated investigation firmware occurs in the device, transmitting investigation firmware for investigating the first malfunction and the second malfunction to the device and causing the device to update the firmware held by the device; The information processing system according to claim 1 .

5. The investigation firmware has a function of performing different processes depending on the configuration of the device. The information processing system according to claim 1 .

6. The investigation firmware has a function of performing different processes depending on whether the device has a specific configuration or not. The information processing system according to claim 1 .

7. The computer When a malfunction occurs in the device, an investigation firmware for collecting a log for investigating the malfunction is transmitted to the device, and the device updates the firmware of the device to the investigation firmware. A program that makes it work.

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