Repair determination program and device

Abstract

To achieve highly convenient after-sales service by determining whether or not a device can be repaired more quickly than before.SOLUTION: A failure diagnosis application AP that automatically performs a failure diagnosis of the device 100 is installed in a device 100. The failure diagnosis application AP causes the device 100 to function as a diagnosis unit that performs the failure diagnosis on an installed function, and a determination unit that, when failure is recognized in the installed function by the failure diagnosis, acquires repair-related information related to repair of the failure from the outside and determines whether or not the failure can be repaired.SELECTED DRAWING: Figure 5

Description

Technical Field

[0001] The present invention relates to a technology for efficiently determining whether a device can be repaired.

Background Art

[0002] Generally, when a user who owns a device such as a smartphone or a tablet terminal encounters a failure in the device, the user requests repair at the repair reception counter of a sales store or requests repair by mailing the device to a repair service center (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] FIG. 6 is a conceptual diagram illustrating a simple repair determination process of a conventional device. First, when a person in charge at a repair reception counter receives a device from a user, the person checks the state of the device, confirms and presents repair reception conditions, etc. to the user, and then accepts a repair reservation. When the repair reservation is accepted, the person in charge delivers the device to a repair service center and requests the repair work staff to diagnose the failure of the device and determine whether the device can be repaired (determination of repairability).

[0005] Normally, it takes a long time (about several days to one or two weeks, etc.) from accepting a repair reservation until a determination result of repairability is obtained. Therefore, if it is found that the device cannot be repaired due to reasons such as the absence of replacement parts, not only does the customer experience deteriorate, but also the response of the repair work staff becomes wasted.

[0006] The present invention has been made in view of the circumstances described above, and one of its objectives is to provide a technology capable of realizing a highly convenient after-service by quickly determining whether a device can be repaired as compared with the prior art.

Means for Solving the Problems

[0007] A repair determination program according to one embodiment of the present disclosure is a program installed in a device, and the gist is to cause the device to function as a diagnosis unit that performs a failure diagnosis on the installed functions, and a determination unit that, when a failure is recognized in the installed functions by the failure diagnosis, acquires repair-related information regarding the repair of the failure from the outside and determines whether the failure can be repaired.

[0008] A device according to another embodiment of the present disclosure includes a diagnosis unit that performs a failure diagnosis on the installed functions, and a determination unit that, when a failure is recognized in the installed functions by the failure diagnosis, acquires repair-related information regarding whether the failure can be repaired from the outside and determines whether the failure can be repaired.

Advantages of the Invention

[0009] According to the present invention, it is possible to realize a highly convenient after-service by quickly determining whether a device can be repaired as compared with the prior art.

Brief Description of the Drawings

[0010]

Figure 1

Figure 2

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Figure 6

Embodiments for Carrying Out the Invention

[0011] Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In the following description, the same elements are denoted by the same reference numerals, and redundant descriptions are omitted.

[0012] A. This Embodiment A-1. Overview FIG. 1 is a diagram showing a schematic configuration of a device repair determination system 1000 according to this embodiment. The device repair determination system 1000 includes a device 100 owned by each user, an information providing server 200, and a diagnostic support server 300. An application (hereinafter referred to as a failure diagnosis application) AP for automatically performing a failure diagnosis of the device is installed in the device 100. The number of devices 100 and the like is not particularly limited.

[0013] Each device 100, the information providing server 200, and the diagnostic support server 300 are interconnected via a communication network N. The communication network N includes a communication network capable of mutually transmitting and receiving information among the device 100, the information providing server 200, and the diagnostic support server 300. The communication network N may be, for example, a mobile communication network compliant with LTE, 4G, 5G, etc., WiFi (Wireless Fidelity), the Internet, an in-company network, a LAN, a dedicated line, a telephone line, Bluetooth (registered trademark), any other communication line, or a combination thereof, regardless of whether it is wired or wireless.

[0014] FIG. 2 is a conceptual diagram illustrating a simple repair determination process of a device according to this embodiment. When the person in charge at the repair reception counter, etc. receives the device from the user, after checking the state of the device, they start the failure diagnosis application AP installed on the device and execute failure diagnosis. The failure diagnosis application AP may be installed on the device by the user, the person in charge at the repair reception counter, etc. at an appropriate timing, or may be pre-installed on the device at the time of manufacturing shipment, etc.

[0015] When the failure diagnosis application AP performs failure diagnosis, the diagnosis support server 300 supports the failure diagnosis of the device 100 (described later). As a result of the failure diagnosis, if a failure is recognized in any of the various functions mounted on the device, the failure diagnosis application AP makes an inquiry to the information providing server 200. The failure diagnosis application AP acquires information (hereinafter collectively referred to as "repair-related information") necessary to determine whether the device 100 can be repaired from the information providing server 200. Examples of the repair-related information include information indicating the presence or absence of replacement parts required for repairing the function in which the failure was recognized, and the presence or absence of work staff (repair workers) who can perform the repair, but the gist is not limited to these.

[0016] When the failure diagnosis application AP acquires the repair-related information from the information providing server 200, it determines whether the device can be repaired based on the acquired repair-related information, and displays the determination result on the display device of the device 100, etc. If it is determined that the repair is possible, the failure diagnosis application AP proposes the optimal repair content (including an estimate, etc.) to the user and accepts a repair reservation. On the other hand, if it is determined that the repair is impossible, the failure diagnosis application AP proposes to the user the replacement of the device (including a model change).

[0017] In this way, in the present embodiment, by using the failure diagnosis application AP to perform the failure diagnosis and determination of repairability of the device without involving human hands such as repair work staff, it is possible to realize an after-service that is faster and more convenient than in the past.

[0018] A-2. Configuration [Device 100] Figure 3 is a block diagram showing the configuration of device 100. Device 100 is a terminal owned by a user, such as a mobile terminal like a smartphone or a tablet terminal. Device 100 may be any terminal capable of exchanging data via communication network N, and may also be a PDA, a wearable terminal, a personal computer (PC), a notebook PC, or other terminal devices.

[0019] As shown in Figure 3, device 100 physically includes, for example, a processor 110, a communication device 120, a storage device 130, an input device 140, a display device 150, an output device 160, and a sensor device 170.

[0020] Processor 110 is, for example, a processor such as a CPU or an MPU. Processor 110 functions as a control unit 111 that realizes various functions of device 100 by executing program 131 stored in storage device 130.

[0021] Control unit 111 realizes functions such as performing fault diagnosis, determining whether repair is possible, and exchanging information with information providing server 200, diagnostic support server 300, etc. according to various instructions input to device 100 (details will be described later).

[0022] Communication device 120 is equipped with various communication interfaces corresponding to mobile communication networks, WiFi, Bluetooth, etc., and functions as a communication unit that communicates with other devices on communication network N.

[0023] Storage device 130 is, for example, a computer-readable recording medium such as a disk drive or a semiconductor memory. Storage device 130 functions as a storage unit that stores program 131 for realizing various functions of device 100 and various data used by that program 131. Program 131 includes the aforementioned fault diagnosis application AP.

[0024] The input device 140 functions as an input unit that receives input from the user. As the input device 140, for example, a touch panel, a tablet, a keyboard, a mouse, a microphone, etc. can be used.

[0025] The display device 150 functions as a display unit that displays (presents) an image, a screen, etc. to the user. As the display device 150, for example, an organic EL display, a liquid crystal display, etc. can be used.

[0026] The output device 160 functions as an output unit that outputs various data and information. The output device 160 includes a camera device 161, an audio device 162, a flash device 163, a vibrator device, etc.

[0027] The camera device 161 is equipped with a plurality of types of cameras (for example, a wide-angle camera, a telephoto camera, a macro camera, etc.), a depth sensor, etc., and the audio device 162 is equipped with a microphone, a speaker, a headphone terminal, etc. The flash device 163 is equipped with a flash light composed of an LED, etc., and the vibrator device 164 is equipped with a vibration motor, an actuator, etc.

[0028] The sensor device 170 functions as a detection unit that senses the state of the device 100. The sensor device 170 is configured to include a part (or all) of various sensors exemplified below. <Various Sensors> · Proximity sensor, acceleration sensor, ambient temperature sensor, gravity sensor, gyro sensor, optical sensor, linear acceleration sensor, geomagnetic sensor, azimuth sensor, barometric pressure sensor, charging sensor, relative temperature sensor, rotation vector sensor, temperature sensor, etc.

[0029] When the fault diagnosis application AP is launched, the device 100 acquires the device identification number (IMEI), obtains and generates log data indicating the status of each function installed in the device 100, and performs a fault diagnosis. During the diagnosis, the fault diagnosis application AP transmits a part of the acquired and generated log data to the diagnosis support server 300 to receive support for fault diagnosis by the diagnosis support server 300.

[0030] FIG. 4 is an explanatory diagram showing an overview of the fault diagnosis by the fault diagnosis application AP. For functions such as the camera function, audio function, flash function, and vibrator function, a fault diagnosis is performed in cooperation with the diagnosis support server 300. This will be specifically described below.

[0031] <Camera function> The fault diagnosis application AP activates the camera device 161 and uses each camera to capture a screenshot of a predetermined screen (for example, a preview screen). The fault diagnosis application (transmission unit) AP transmits the captured screenshot image to the diagnosis support server 300 as log data. The diagnosis support server 300 determines whether the received screenshot image is completely dark (for example, the brightness of the screenshot image is below a predetermined value, etc.). When the screenshot image is completely dark, the diagnosis support server 300 determines that the camera function is faulty; when it is not completely dark, the diagnosis support server 300 determines that the camera function is not faulty and returns the determination result to the fault diagnosis application AP. The fault diagnosis application (reception unit) AP determines whether the camera function is faulty based on the received determination result.

[0032] <Audio function> The fault diagnosis application AP activates the audio device 162, plays a predetermined music sound using the speaker, and starts recording using the microphone. The fault diagnosis application AP transmits the recorded music sound data as log data to the diagnosis support server 300. The diagnosis support server 300 determines whether the received music sound data matches the source data (for example, the data of the original sound source). When the music sound data does not match the source data, the diagnosis support server 300 determines that the audio function is faulty, while when they match, it determines that the audio function is not faulty, and returns the determination result to the fault diagnosis application AP. The fault diagnosis application (reception unit) AP determines whether the audio function is faulty based on the received determination result.

[0033] <Flash function> The fault diagnosis application AP activates the flash device 163 and the camera device 161, and takes a screenshot using the camera near the light with the flash light on. The fault diagnosis application AP transmits the screenshot image captured by the camera as log data to the diagnosis support server 300. The diagnosis support server 300 determines whether the brightness of the screenshot image when the flash light is on is higher than the brightness of the screenshot image when the flash light is off. When the brightness of the screenshot image when the flash light is on is not higher than the brightness of the screenshot image when the flash light is off, the diagnosis support server 300 determines that the flash function is faulty, while when the former brightness is higher than the latter brightness, it determines that the flash function is not faulty, and returns the determination result to the fault diagnosis application AP. The fault diagnosis application (reception unit) AP determines whether the flash function is faulty based on the received determination result.

[0034] <Vibrator function> The failure diagnosis application AP activates the vibrator device 164, generates a vibration sound by driving the vibration motor, etc., and records the vibration sound. The failure diagnosis application AP transmits the vibration sound data obtained by recording the vibration sound to the diagnosis support server 300 as log data. The diagnosis support server 300 determines whether it is a normal vibration sound by analyzing the received vibration sound data (for example, frequency analysis) or comparing it with normal vibration sound data. When the vibration sound is not normal, the diagnosis support server 300 determines that the vibrator function is faulty, while when the vibration sound is normal, it determines that the vibrator function is not faulty, and returns the determination result to the failure diagnosis application AP. When the failure diagnosis application (reception unit) AP receives the determination result, it determines whether the vibrator function is faulty based on the determination result.

[0035] Note that the diagnosis support server 300 has registered determination criteria (for example, in the case of the camera function, the reference value of the brightness of the screenshot image, etc.) for determining whether each of the above-described functions is faulty. The determination criteria registered in the diagnosis support server 300 may be sequentially set and changed at a predetermined timing using the failure diagnosis application AP or the like. Also, in the above example, the failure diagnosis application AP cooperates with the diagnosis support server 300 to determine whether each function of the device 100 is faulty. However, when the functions of the diagnosis support server 300 can be realized by the failure diagnosis application AP, the failure diagnosis may be performed only by the failure diagnosis application AP.

[0036] <Other functions> In addition, the failure diagnosis application AP performs failure diagnosis on the charging function, wireless communication functions (WiFi and Bluetooth, etc.) installed in the device 100. For the charging function, the failure diagnosis application AP automatically determines whether there is a failure by detecting changes in the charge level of the battery installed in the device 100 when the device 100 is connected to a charger (wired or wireless). For the wireless communication function, the failure diagnosis application AP automatically determines whether there is a failure by detecting changes in the connection status (such as the signal strength of the wireless signal) when the wireless communication function is set to be enabled.

[0037] [Information providing server 200] The information providing server 200 is composed of, for example, a server computer, etc., and in response to an inquiry from the failure diagnosis application AP, extracts information (i.e., repair-related information) necessary to determine whether the failure of the device 100 can be repaired, and returns it to the failure diagnosis application AP. As already explained, the repair-related information is information indicating the presence or absence of replacement parts necessary for repairing the failed function, the presence or absence of work staff who can repair the failed function, etc. The repair-related information is stored in a database (not shown) of the information providing server 200 and is sequentially updated at a predetermined timing. The repair-related information may include information indicating the applicable area and the applicable number of days. For example, for replacement parts necessary for repair, the deliverable area (e.g., the entire Kanto region) and the number of days until arrival, etc. may be included in the repair-related information.

[0038] [Diagnosis support server 300] The diagnosis support server 300 is composed of, for example, a server computer, etc., and supports the failure diagnosis of the device 100 in response to a request from the failure diagnosis application AP. As already explained, the diagnosis support server 300 supports the failure diagnosis of the main functions installed in the device 100, such as the camera function, audio function, flash function, vibrator function, etc. installed in the device 100.

[0039] A-3. Operation [Simple repair determination process for the device] FIG. 5 is a flowchart showing the simple repair determination process for the device. When a start instruction for the fault diagnosis application AP is input by a person in charge of the repair reception counter or the like, the device 100 starts the fault diagnosis application AP (step S101). After the fault diagnosis application AP acquires the device identification number (IMEI) stored in the device 100, it performs fault diagnosis on each function mounted on the device 100 (step S102). Details of the fault diagnosis for each function have already been described and will be omitted.

[0040] The fault diagnosis application (diagnosis unit) AP determines whether a fault is recognized in one or more functions mounted on the device 100 as a result of the fault diagnosis (step S103). If none of the functions are faulty and no fault is recognized (step S103: NO), the fault diagnosis application AP displays a message indicating that no fault is recognized on the display device 150 or the like (step S104) and ends the process.

[0041] On the other hand, when a fault is recognized in one or more functions mounted on the device 100 (step S103: YES), the fault diagnosis application AP makes an inquiry to the information providing server 200 including the identification information of the device 100 (for example, device identification number, model information, etc.) and the fault information indicating the fault content (for example, poor connection or disconnection of the camera function) (step S105).

[0042] When the information providing server 200 receives such an inquiry, it extracts (generates) repair-related information necessary to determine whether the device 100 can be repaired based on the received identification information and fault information of the device 100 from the database and returns it to the fault diagnosis application AP.

[0043] When the failure diagnosis app (determination unit) AP obtains repair-related information from the information providing server 200 (step S106), it determines whether the device can be repaired based on the obtained repair-related information (step S107). When the failure diagnosis app (output unit) AP determines that the device cannot be repaired because, for example, there are no replacement parts (step S107: NO), it displays a message indicating that the repair is impossible on the display device 150 of the device 100 or the like (step S108) and ends the process. At this time, the failure diagnosis app AP may also display the details of the failure (for example, a poor connection of the camera function) and the reason why it cannot be repaired (for example, the end of production of the replacement part).

[0044] On the other hand, when the failure diagnosis app (output unit) AP determines that the device can be repaired because, for example, there are replacement parts and there are repair staff who can perform the repair (step S107: YES), it displays a message indicating that the repair is possible on the display device 150 of the device 100 or the like (step S109) and ends the process. At this time, the failure diagnosis app AP may also display the optimal repair details (including estimates of costs and periods).

[0045] According to such a configuration, without involving manual labor such as repair staff, the failure diagnosis app AP is used to perform failure diagnosis of the device and determination of repairability. Therefore, compared with the conventional method, the process until it is determined whether the device can be repaired can be significantly shortened, and a quick and convenient after-sales service can be realized.

[0046] B. Modification Example The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. Therefore, the above embodiment is merely an example in every respect and should not be construed in a limiting sense. For example, the above-described processing steps can be arbitrarily changed in order or executed in parallel as long as there is no contradiction in the processing content.

[0047] In this embodiment, the case where a person in charge of the repair reception counter or the like starts the failure diagnosis application AP has been described. However, of course, the present invention is not limited to this. If the failure diagnosis application AP has already been installed in the device 100, the user himself / herself may start the failure diagnosis application AP. As a result, the user can perform failure diagnosis of the device 100 and determination of whether repair is possible without going to the repair reception counter or the like.

[0048] In addition, in this specification, the "device" does not simply mean a physical configuration, but also includes a case where the processing executed by the "device" is realized by software. Further, even if the processing executed by one "device" is realized by two or more physical configurations, or the processing executed by two or more "devices" is realized by one physical means, it is also acceptable.

[0049] The application program for executing each process described in this specification may be stored in a recording medium. By using this recording medium, the above program can be installed in each computer constituting the device repair determination system 1000. Here, the recording medium storing the above program may be a non-transitory recording medium. The non-transitory recording medium is not particularly limited, and for example, it may be a recording medium such as a CD-ROM.

Explanation of Reference Numerals

[0050] 1000... Device repair determination system, N... Communication network, 100... Device, 110... Processor, 111... Control unit, 120... Communication device, 130... Storage device, 131... Program, 140... Input device, 150... Display device, 160... Output device, 161... Camera device, 162... Audio device, 163... Flash device, 164... Vibration device, 170... Sensor device, AP... Failure diagnosis application, 200... Information providing server, 300... Diagnosis support server

Claims

1. A program implemented on a device, which causes the device to function as a diagnostic unit that performs a fault diagnosis on the installed functions, and a determination unit that, when a fault is recognized in the installed functions as a result of the fault diagnosis, acquires repair-related information regarding the repair of the fault from the outside and determines whether the fault can be repaired, namely, a repair determination program.

2. The device is a mobile terminal, and the installed functions include any one or more of a camera function, an audio function, a flash function, and a vibrator function. The repair determination program according to Claim 1.

3. The diagnostic unit includes a transmission unit that performs a predetermined process on the installed functions and transmits the process result to a server, and a reception unit that receives a determination result regarding the presence or absence of a fault in the installed functions from the server. The repair determination program according to Claim 1 or 2.

4. The determination unit acquires, as the repair-related information, information indicating at least either the presence or absence of repair parts for the installed function in which the fault is recognized or the presence or absence of a repair operator. The repair determination program according to Claim 1 or 2.

5. Furthermore, the program causes the device to function as an output unit that outputs a determination result as to whether the repair is possible. The repair determination program according to Claim 1 or 2.

6. A device comprising a diagnostic unit that performs a fault diagnosis on the installed functions, and a determination unit that, when a fault is recognized in the installed functions as a result of the fault diagnosis, acquires repair-related information regarding the possibility of repairing the fault from the outside and determines whether the fault can be repaired.

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