Information provision system, electronic device, information provision method, and program

Abstract

To suppress occurrence of downtime due to failure or abnormality in electronic devices.SOLUTION: An information provision system includes an acquisition unit that acquires data for determining the status of an electronic device, a prediction unit that predicts the occurrence of a failure or abnormality in the electronic device on the basis of the data, a decision unit that decides a treatment method for avoiding the failure or abnormality when a failure or abnormality in the electronic device is predicted, and a display unit that displays the treatment method when the user can implement the treatment method.SELECTED DRAWING: Figure 5

Description

Technical Field

[0001] The present invention relates to an information providing system, an electronic device, an information providing method, and a program.

Background Art

[0002] There is known a failure prediction notification system that determines whether a target device is in a failure prediction state based on internal information of an electronic device such as an image forming apparatus (see, for example, Patent Document 1).

Summary of the Invention

Problems to be Solved by the Invention

[0003] In the technique disclosed in Patent Document 1, when an image forming apparatus is in a failure prediction state, it is possible to determine the magnitude of the failure risk of the image forming apparatus and notify the determination result. However, in this method, since the determination result is information for prompting arrangements by a maintenance contractor, a failure may occur before the maintenance contractor arrives, and there may be a downtime during which the image forming apparatus cannot be used.

[0004] Note that such a problem is not limited to image forming apparatuses, but commonly exists in various other electronic devices.

[0005] One embodiment of the present invention has been made in view of the above problems, and suppresses the occurrence of downtime due to failures or abnormalities in an electronic device.

Means for Solving the Problems

[0006] To solve the above problems, an information providing system according to an embodiment of the present invention includes an acquisition unit that acquires data for determining the state of an electronic device, a prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data, a determination unit that determines a treatment method for avoiding the failure or abnormality when the occurrence of the failure or abnormality of the electronic device is predicted, and a display unit that displays the treatment method when the treatment method can be implemented by a user.

Advantages of the Invention

[0007] According to one embodiment of the present invention, in an electronic device, it is possible to suppress the occurrence of downtime due to a failure or an abnormality.

Brief Description of the Drawings

[0008]

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Mode for Carrying Out the Invention

[0009] Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

[0010] <System Configuration> FIGS. 1 and 2 are diagrams showing an example of the system configuration of an information providing system according to an embodiment. FIG. 1 shows an example of the system configuration of the information providing system 1 according to the present embodiment. In the example of FIG. 1, the information providing system 1 is configured by an image forming apparatus 100 provided with an operation panel 110.

[0011] The image forming apparatus (electronic device) 100 is an electronic device such as an MFP (Multifunction Peripheral) having functions such as a printer, a scanner, a copier, and a facsimile. Note that the electronic device according to the present embodiment is not limited to an MFP, and may be other electronic devices such as a printer, a scanner, a copier, a projector, or an IWB (Interactive White Board: a white board having an electronic blackboard function capable of mutual communication). Here, as an example, the following description will be made assuming that the image forming apparatus (electronic device) 100 is an MFP.

[0012] When it is predicted that a failure or an abnormality has occurred in the image forming apparatus 100, the information providing system 1 determines a treatment method for avoiding the occurrence of the failure or the abnormality, and when the determined treatment method can be implemented by the user, the determined treatment method is displayed.

[0013] For example, in the technique disclosed in Patent Document 1, when the image forming apparatus is in a failure warning state, the magnitude of the failure risk of the image forming apparatus can be determined and the determination result can be notified. However, in this method, since the determination result is information for prompting the arrangement of a maintenance contractor, a failure may occur before the maintenance contractor arrives, and there may be a downtime during which the image forming apparatus cannot be used. Here, the time when some problem occurs in the equipment and it cannot be used is called downtime.

[0014] Therefore, when it is predicted that a failure or an abnormality has occurred in the image forming apparatus 100, the information providing system 1 according to the present embodiment displays a treatment method that can be implemented by the user among the treatment methods for avoiding the occurrence of the failure or the abnormality.

[0015] In the example of FIG. 1, the image forming apparatus 100 executes a prediction process for predicting the occurrence of a failure or an abnormality, a determination process for determining a treatment method for avoiding the occurrence of the failure or the abnormality, and a display process for displaying a treatment method that can be implemented by the user on the operation panel 110.

[0016] Thereby, the information providing system 1 can provide the user with a treatment method that can be implemented by the user so that the user can perform the treatment that can be implemented by the user. As a result, the user can improve the state of the image forming apparatus 100, so that the occurrence of downtime during which the image forming apparatus 100 cannot be used can be suppressed.

[0017] FIG. 2 shows another example of the system configuration of the information providing system 1 according to the present embodiment. In the example of FIG. 2, the information providing system 1 includes an information terminal 201 and a server device 202 that can communicate with the image forming apparatus 100 via a communication network N.

[0018] The information terminal 201 is an information processing device used by a user, such as a PC (Personal Computer), a tablet terminal, or a smartphone. The user can check the status of the image forming apparatus 100 using a web browser provided in the information terminal 201 or an application program for the information providing system 1 (hereinafter referred to as an app). When it is predicted that a failure or an abnormality has occurred in the image forming apparatus 100, the information providing system 1 may display a treatment method that can be performed by the user on the information terminal 201.

[0019] The server device 202 is an information processing device having a computer configuration or a system including a plurality of computers. In the information providing system 1, for example, in FIG. 1, a part of the processing executed by the image forming apparatus 100 may be executed by the server device 202. For example, a prediction process for predicting the occurrence of a failure or an abnormality in the image forming apparatus 100, or a determination process for determining a treatment method for avoiding the occurrence of a failure or an abnormality can be executed by the server device 202. Thereby, the load on the image forming apparatus 100 can be reduced.

[0020] <Hardware Configuration> (Hardware configurations of the information terminal and the server device) The information terminal 201 and the server device 202 have a hardware configuration of a computer 300 as shown in FIG. 3, for example. Alternatively, the server device 202 is configured by a plurality of computers 300.

[0021] Figure 3 is a diagram showing an example of the hardware configuration of a computer according to an embodiment. As shown in FIG. 3, for example, the computer 300 includes a CPU (Central Processing Unit) 301, a ROM (Read Only Memory) 302, a RAM (Random Access Memory) 303, an HD (Hard Disk) 304, an HDD (Hard Disk Drive) controller 305, a display 306, an external device connection I / F (Interface) 307, a network I / F 308, a keyboard 309, a pointing device 310, a DVD-RW (Digital Versatile Disk Rewritable) drive 312, a media I / F 314, a bus line 315, and the like.

[0022] Among these, the CPU 301 controls the operation of the entire computer 300. The ROM 302 stores, for example, programs used for starting up the computer 300 such as an IPL (Initial Program Loader). The RAM 303 is used, for example, as a work area for the CPU 301. The HD 304 stores, for example, programs such as an OS (Operating System), applications, printer drivers, and various types of data. The HDD controller 305 controls, for example, the reading or writing of various data to and from the HD 304 according to the control of the CPU 301.

[0023] The display 306 displays various types of information such as a cursor, menu, window, characters, or images. The external device connection I / F 307 is an interface for connecting various external devices to the computer 300. The network I / F 308 is an interface for connecting the computer 300 to the communication network N. The keyboard 309 is a type of input means having a plurality of keys for inputting characters, numerical values, various instructions, and the like. The pointing device 310 is a type of input means for performing selections and executions of various instructions, selections of processing targets, movements of the cursor, and the like.

[0024] The DVD-RW drive 312 controls the reading or writing of various data with respect to the DVD-RW 311 as an example of a removable recording medium. Note that the DVD-RW 311 is not limited to a DVD-RW, and may be other removable recording media. The media I / F 314 controls the reading or writing (storage) of data with respect to the media 313 such as a flash memory. The bus line 315 includes an address bus, a data bus, various control signals, etc. for electrically connecting the above-described respective components.

[0025] (Hardware Configuration of Image Forming Apparatus) FIG. 4 is a diagram showing an example of the hardware configuration of an image forming apparatus according to an embodiment. The image forming apparatus 100 includes, for example, as shown in FIG. 4, a controller 410, a short-range communication circuit 420, an engine control unit 430, an operation panel 110, a network I / F 450, and one or more sensors 460, etc.

[0026] Among these, the controller 410 has a CPU 401 which is the main part of a computer, a system memory (MEM-P) 402, a north bridge (NB) 403, a south bridge (SB) 404, an ASIC (Application Specific Integrated Circuit) 405, a local memory (MEM-C) 406, an HDD controller 407, and an HD 408, etc., and is configured to connect between the NB 403 and the ASIC 405 by an AGP (Accelerated Graphics Port) bus 411.

[0027] Among these, the CPU 401 is a control unit that performs overall control of the image forming apparatus 100. The NB 403 is a bridge for connecting the CPU 401, the MEM-P 402, the SB 404, and the AGP bus 411, and has a memory controller that controls reading and writing with respect to the MEM-P 402, a PCI (Peripheral Component Interconnect) master, and an AGP target.

[0028] MEM-P402 consists of a ROM402a which is a memory for storing programs and data for realizing each function of the controller 410, and a RAM402b which is used as a memory for developing programs and data, and for drawing during memory printing. Note that the programs stored in the RAM402b may be provided by recording them in an installable or executable file format on a computer-readable recording medium such as a CD-ROM, CD-R, or DVD.

[0029] SB404 is a bridge for connecting the NB403 with PCI devices and peripheral devices. The ASIC405 is an IC (Integrated Circuit) for image processing applications having hardware elements for image processing, and has the role of a bridge for connecting the AGP bus 411, PCI bus 412, HDD controller 407, and MEM-C406 respectively. This ASIC405 consists of a PCI target and AGP master, an arbiter (ARB) forming the core of the ASIC405, a memory controller for controlling the MEM-C406, a plurality of DMACs (Direct Memory Access Controllers) for performing operations such as rotation of image data by hardware logic, etc., and a PCI unit for performing data transfer via the PCI bus 412 between the scanner unit 431 and the printer unit 432. Note that a USB interface or an IEEE1394 (Institute of Electrical and Electronics Engineers 1394) interface may be connected to the ASIC405.

[0030] MEM-C406 is local memory used as a copy image buffer and a code buffer. HD408 is storage for accumulating image data, font data used at the time of printing, and forms. The HDD controller 407 controls the reading or writing of data to / from HD408 according to the control of the CPU 401. The AGP bus 411 is a bus interface for a graphics accelerator card proposed to speed up graphic processing. By directly accessing MEM-P402 with high throughput, the graphics accelerator card can be speeded up.

[0031] The short-distance communication circuit 420 performs various short-distance wireless communications using an antenna 420a for the short-distance communication circuit and the like. The engine control unit 430 is composed of, for example, a scanner unit 431 and a printer unit 432 and the like. The scanner unit 431 is a reading device for reading originals and the like. The printer unit 432 is a printing device for printing print data on a printing medium. The scanner unit 431 or the printer unit 432 includes, for example, an image processing part such as error diffusion and gamma conversion.

[0032] The operation panel 110 includes a panel display unit 111 such as a touch panel for displaying current setting values, selection screens, etc. and receiving inputs from an operator, and operation buttons 112 including a numeric keypad for receiving setting values of conditions related to image formation such as density setting conditions and a start key for receiving a copy start instruction. The controller 410 controls the entire image forming apparatus 100, for example, controls drawing, communication, inputs from the operation panel 110, etc.

[0033] Also, the network I / F 450 is an interface for performing data communication using a network. The sensor 460 is a sensor provided in each part of the image forming apparatus 100. For example, the sensor 460 includes a first sensor and a second sensor, which will be described later. The short-distance communication circuit 420, the network I / F 450, and the sensor 460 are electrically connected to the ASIC 405 via, for example, the PCI bus 412.

[0034] <Functional configuration> FIG. 5 is a diagram showing an example of the functional configuration of an information providing system according to an embodiment.

[0035] (Functional configuration of the image forming apparatus) The image forming apparatus (electronic device) 100 realizes each functional configuration as shown in FIG. 5 by, for example, executing a predetermined program with the CPU 401. In the example of FIG. 5, the image forming apparatus 100 has functional configurations such as a communication unit 501, an acquisition unit 502, a processing unit 503, a prediction unit 504, a determination unit 505, a discrimination unit 506, a display unit 507, an operation reception unit 508, an information management unit 509, and an image forming unit 510. Note that at least a part of the above-described functional configurations may be realized by hardware.

[0036] Further, the image forming apparatus 100 has a storage unit 511 realized by a storage device such as an HD 408 and an HDD controller 407, for example.

[0037] The communication unit 501 executes communication processing for connecting the image forming apparatus 100 to the communication network N using, for example, a network I / F 450 or the like and communicating with other devices such as the information terminal 201 or the server device 202.

[0038] The acquisition unit 502 executes acquisition processing for acquiring data for determining the state of the image forming apparatus (electronic device) 100. For example, the acquisition unit 502 may acquire sensor data from the sensor 460 as data for determining the state of the image forming apparatus 100. Alternatively, the acquisition unit 502 may acquire error log data or the like output by the image forming unit 510 described later as data for determining the state of the image forming apparatus 100.

[0039] The processing unit 503 executes a processing operation for processing the data acquired by the acquisition unit 502 so as to improve the prediction accuracy by the prediction unit 504 described later. Examples of the processing operation executed by the processing unit 503 will be described later. Also, it is optional for the image forming apparatus 100 to have the processing unit 503, and it is not essential.

[0040] The prediction unit 504 executes a prediction operation for predicting a failure or an abnormality of the image forming apparatus 100 based on the data acquired by the acquisition unit 502. Note that the prediction unit 504 may predict a failure or an abnormality of the image forming apparatus 100 using the data acquired by the acquisition unit 502, or may predict a failure or an abnormality of the image forming apparatus 100 using the data processed by the processing unit 503 from the data acquired by the acquisition unit 502. Examples of the prediction operation executed by the prediction unit 504 will be described later.

[0041] When the prediction unit 504 predicts a failure or an abnormality of the image forming apparatus 100, the determination unit 505 executes a determination operation for determining a measure method (a measure method for improving the state of the image forming apparatus 100) for avoiding the failure or the abnormality.

[0042] The discrimination unit 506 executes a discrimination operation for discriminating whether or not the user can execute the measure method determined by the determination unit 505.

[0043] When the user can execute the measure method determined by the determination unit 505, the display unit 507 executes a display operation for displaying the measure method on, for example, the operation panel 110 or the like. The operation reception unit 508 executes an operation reception operation for receiving a user operation. For example, the operation reception unit 508 receives a user operation on the display screen displayed by the display unit 507.

[0044] The information management unit 509 executes information management processing for managing treatment information including, for example, a treatment method for dealing with a failure or abnormality predicted by the prediction unit 504 and information indicating whether the user can implement the treatment method. The information management unit 509 may store and manage the treatment information in the storage unit 511 or the like, or may store and manage the treatment information in an external storage unit such as a storage server.

[0045] The image forming unit 510 controls image forming processing such as printing processing, scanning processing, or copying processing, for example, using the engine control unit 430, the sensor 460, and the like. When an error such as paper jam occurs, for example, the image forming unit 510 stores error log data in the storage unit 511 or the like.

[0046] The storage unit 511 stores various data and information including, for example, the treatment information managed by the information management unit 509 and the error log data output by the image forming unit 510.

[0047] (Functional configuration of the information terminal) The information terminal 201 realizes each functional configuration shown in FIG. 5 by executing a predetermined program with the CPU 301, for example. In the example of FIG. 5, the information terminal 201 has functional configurations such as a communication unit 521, a display unit 522, and an operation reception unit 523.

[0048] The communication unit 521 executes communication processing for connecting the information terminal 201 to the communication network N and communicating with other devices such as the image forming apparatus 100 using the network I / F 308 or the like, for example.

[0049] The display unit 522 executes display processing for displaying a treatment method that can be implemented by the user to avoid a failure or abnormality determined by the image forming apparatus 100. Note that the information providing system 1 may have either the display unit 507 of the image forming apparatus 100 or the display unit 522 of the information terminal 201.

[0050] The operation reception unit 523 executes an operation reception process for receiving a user's operation. For example, the operation reception unit 523 receives a user's operation on the display screen displayed by the display unit 522.

[0051] Note that the functional configuration of the information providing system 1 shown in FIG. 5 is an example. For example, the information providing system 1 may not have the information terminal 201. Further, at least a part of each functional configuration of the image forming apparatus 100 shown in FIG. 5 may be provided in the server apparatus 202.

[0052] <Flow of processing> Subsequently, the flow of the process of the information providing method according to the present embodiment will be described.

[0053] [First Embodiment] (Information providing process) FIG. 6 is a flowchart showing an example of the information providing process according to the first embodiment. This process shows an example of the information providing process executed by the information providing system 1 described in FIG. 5, for example.

[0054] In step S601, the acquisition unit 502 acquires data for determining the state of the image forming apparatus 100.

[0055] In step S602, based on the data acquired by the acquisition unit 502, the occurrence of a failure or an abnormality in the image forming apparatus 100 is predicted.

[0056] FIG. 7 is a diagram for explaining an example of the prediction process according to the first embodiment. There are various factors causing paper jams (hereinafter referred to as JAMs) in the image forming apparatus 100. Among them, an example of predicting the occurrence of JAMs caused by the change over time of the image forming apparatus 100 will be described.

[0057] In (1) of FIG. 7, when the operation starts, the sheet 700 begins to move in the direction of the first sensor 701. Also, in (2), the sheet 700 reaches the first sensor 701, and in (3), the sheet 700 passes through the first sensor 701. Further, in (4), the sheet 700 reaches the second sensor 702, and in (5), the sheet 700 passes through the second sensor.

[0058] At this time, as an example, the acquisition unit 502 may acquire the following data A to D. · The first required time until the sheet 700 reaches the first sensor 701. · The second required time until the sheet 700 passes through the first sensor 701. · The third required time until the sheet 700 reaches the second sensor 702. · The fourth required time until the sheet 700 passes through the second sensor 702.

[0059] When JAM occurs due to the change over time of the image forming apparatus 100, a change can be seen in any of the first to fourth required times. For example, when printing starts and JAM occurs because the sheet cannot be fed properly due to some factor, the first required time tends to be longer than the conventional required time. In the case of change over time, these data do not change rapidly but change little by little. Based on such a tendency, the prediction unit 504 predicts the occurrence of JAM. Note that JAM is an example of a failure or abnormality of the image forming apparatus 100.

[0060] As the conventional required time, for example, a representative value (e.g., average time, etc.) of the past first required time stored in time series may be used, or the first required time immediately after a treatment was performed in the past may be used, or a predetermined time may be used.

[0061] As a prediction method, for example, the prediction unit 504 may calculate the difference between each of the current first to fourth required times and the conventional required time, and predict that JAM will occur within a predetermined time when any of the differences exceeds a threshold value.

[0062] However, in this method, there is a risk that the prediction of JAM may occur even in cases where the threshold is instantaneously exceeded (e.g., sudden events such as operation errors). Therefore, the prediction unit 504 may, for example, take a weighted average with past data and compare it with the threshold. Alternatively, the prediction unit 504 may generate an approximate curve (or straight line) of data fluctuations using a plurality of recent data, and make a prediction such as the likelihood of JAM occurring after printing a certain number of sheets (i.e., reaching the threshold).

[0063] Further, the prediction unit 504 may, for example, determine the required times of the first to fourth after a predetermined time has elapsed by using a trained machine learning model such as an RNN (Recurrent Neural Networks) that performs prediction of time-series data based on past time-series data, and compare it with the threshold. Furthermore, the prediction unit 504 may predict the occurrence of a failure or abnormality in the image forming apparatus 100 by other machine learning methods.

[0064] Also, the threshold is not limited to a fixed value. For example, when predicting "how many more sheets will cause a JAM prediction", depending on the user's usage situation, the time required to meet "how many more sheets" changes. To handle such cases, the prediction unit 504 may adaptively change the threshold.

[0065] Note that the occurrence of JAM is an example of the occurrence of a failure or abnormality in the image forming apparatus 100 predicted by the prediction unit 504. The prediction unit 504 may predict the occurrence of other failures or abnormalities in the image forming apparatus 100. For example, the prediction unit 504 may be one that predicts the occurrence of streak images such as black streaks occurring during copying. In this case, the prediction unit 504 may predict the occurrence of streak images using sensor data of a sensor 460 that detects dust on the contact glass provided in the image forming apparatus 100.

[0066] Here, returning to FIG. 6, the description of the flowchart will be continued. In step S603, when the determination unit 505 predicts a failure or an abnormality of the image forming apparatus 100 by the prediction unit 504, the determination unit 505 determines a treatment method for avoiding the failure or the abnormality. Here, the treatment method for avoiding the failure or the abnormality includes, for example, a method for improving the state of the image forming apparatus 100 related to the predicted failure or abnormality.

[0067] As an example, the determination unit 505 may determine a treatment method for avoiding a failure or an abnormality using treatment information 800 as shown in FIG. 8.

[0068] FIG. 8 is a diagram showing an example of treatment information according to the first embodiment. As an example, the information management unit 509 stores and manages treatment information 800 as shown in FIG. 8 in the storage unit 511 or an external device or the like.

[0069] In the example of FIG. 8, the treatment information 800 includes information such as "target location", "failure state", "treatment method", and "user implementable" as items. "Target location" and "failure state" are examples of information for specifying a predicted failure or abnormality. The information for specifying a predicted failure or abnormality may be, for example, a predetermined error code or the like.

[0070] "Treatment content" is information indicating a treatment method corresponding to the "target location" and the "failure state". For example, in the example of FIG. 8, the treatment content corresponding to the failure state "A" of the target location "paper feed tray" is "Please clean the paper feed roller." "User implementable" is information indicating whether each treatment content can be implemented by the user.

[0071] The determination unit 505 determines a treatment method for avoiding a failure or an abnormality using such treatment information 800, for example. However, it is not limited to this. The determination unit 505 may determine a treatment method for avoiding a failure or an abnormality based on, for example, a database storing a plurality of error codes and treatment contents corresponding to each error code.

[0072] Here, returning to FIG. 6 again, the description of the flowchart will be further continued. In step S604, the determination unit 506 determines whether the user can perform the treatment method determined by the determination unit 505. For example, the determination unit 506 determines whether the user can perform the treatment method determined by the determination unit 505 based on the "user implementable or not" information of the treatment information 800 as shown in FIG. 8. However, not limited to this, the determination unit 506 may use, for example, a database or the like that includes a plurality of error codes and information indicating whether the treatment content corresponding to each error code can be implemented by the user to determine whether the user can perform the treatment method determined by the determination unit 505.

[0073] If the user can perform the treatment method determined by the determination unit 505, the determination unit 506 causes the process to proceed to step S605. On the other hand, if the user cannot perform the treatment method determined by the determination unit 505, the determination unit 506 causes the process to proceed to step S606.

[0074] When the process proceeds to step S605, the display unit 507 displays the treatment method determined by the determination unit 505. For example, in the image forming apparatus 100, when the occurrence of an abnormal image is predicted, the display unit 507 displays the preventive information 900 as shown in FIG. 9 on the operation panel 110 or the like of the image forming apparatus 100.

[0075] FIG. 9 is a diagram showing an example of a display screen displayed by the image forming apparatus according to the first embodiment. In the example of FIG. 9, preventive information 900 includes information 901 for preventing an abnormal image from occurring. Further, when the user selects the "detailed response method" button 902 of the preventive information 900, the display unit 507 displays a detailed screen 910 of the response method for the user on the operation panel 110. The detailed screen 910 of the response method for the user displays detailed information 911 of the response method (treatment method) that the user can perform.

[0076] On the other hand, when the preventive information 900 is displayed, a maintenance person or the like of the image forming apparatus 100 can display a detailed screen 920 of the response method for the maintenance person by inputting a predetermined password or the like to the operation panel 110. On the detailed screen 920 of the response method for the maintenance person, for example, detailed information 921 of a response method (treatment method) that cannot be performed or is difficult to perform by the user is displayed.

[0077] Note that in step S605 of FIG. 6, instead of (or in addition to) the display unit 507 of the image forming apparatus 100, the display unit 522 of the information terminal 201 may display the treatment method determined by the determination unit 505.

[0078] FIG. 10 is a diagram showing an example of a display screen displayed by the information terminal according to the first embodiment. For example, in step S605 of FIG. 6, the display unit 522 of the information terminal 201 may display a display screen 1000 as shown in FIG. 10. In the example of FIG. 10, preventive information 1001 for displaying the treatment method determined by the determination unit 505 is displayed on a part of the display screen 1000 displayed by the information terminal 201. Also on this display screen 1000, the user can display the details of the response method (treatment method) by selecting the "Response Method Details" button 1002.

[0079] Here, returning to FIG. 6 again, the description of the flowchart will be continued. When shifting from step S604 to step S606, the information providing system 1 does not display the treatment method determined by the determination unit 505, but stores it in, for example, the storage unit 511 or the like.

[0080] By the processing of FIG. 6, the information providing system 1 can provide the user with a treatment method that the user can perform so that the user can perform the treatments that the user can perform. As a result, the user can improve the state of the image forming apparatus 100, so that the occurrence of downtime during which the image forming apparatus 100 cannot be used can be suppressed.

[0081] [Second Embodiment] FIG. 11 is a flowchart showing an example of an information providing system according to the second embodiment. Among the processes in FIG. 11, the processes of steps S601 and S603 to S606 are the same as the processes of the information providing system according to the first embodiment described in FIG. 6. Therefore, detailed descriptions of the same processes as those in the first embodiment are omitted here.

[0082] In step S1101, the processing unit 503 processes the data acquired by the acquisition unit 502 so that the prediction accuracy by the prediction unit 504 is improved.

[0083] In step S1102, the prediction unit 504 predicts the occurrence of a failure or an abnormality in the image forming apparatus 100 using the data processed by the processing unit 503.

[0084] FIGS. 12 to 14 are diagrams for explaining an example of the processing in the second embodiment. FIG. 12 shows a graph 1200 of the number of JAM occurrences in the image forming apparatus 100 with the horizontal axis being the date and the vertical axis being the number of JAM occurrences per day. Just by looking at this graph 1200, at first glance, the occurrence situation of JAM seems to be stable.

[0085] FIG. 13 shows a graph 1320 of the JAM occurrence rate 1303 calculated using the number of printed sheets per day 1302 added to the number of JAM occurrences per day 1301 as the denominator. Looking at this graph 1320, the graph 1200 that did not seem to vary much in FIG. 12 seems to have a slightly upward trend. However, when an approximate straight line of the JAM occurrence rate 1303 is drawn in this graph 1320, it is affected by the days with extremely few printed sheets (6 / 7, 6 / 8), and it cannot be confirmed that there is a clear upward trend.

[0086] FIG. 14 shows a state in which the days with extremely few printed sheets (6 / 7, 6 / 8) are excluded as special days in the graph 1320 of the JAM occurrence rate and an approximate straight line 1401 is drawn. In FIG. 14, it can be confirmed that the JAM occurrence rate is rising with a right shoulder up.

[0087] Regarding the special day, in the case of the image forming apparatus 100, since the usage amount tends to extremely decrease on holidays and the like, the processing unit 503 may set a holiday as a special day based on, for example, calendar information. However, since the holidays may vary depending on the user, the processing unit 503 may determine the special day based on the data, such as excluding extremely small values (for example, the region of 5% of the lower limit of the overall average) from the overall data.

[0088] In this way, the processing unit 503 may improve the prediction accuracy by the prediction unit 504 by excluding the data of the special day from the data acquired by the acquisition unit 502. Note that the data processing by the processing unit 503 may be executed by the prediction unit 504. Further, the acquisition unit 502 may acquire the processed data by an external device or the like.

[0089] In this way, the information providing system 1 according to the second embodiment can improve the prediction accuracy by the prediction unit 504 through the processing by the processing unit 503.

[0090] [Third Embodiment] In the third embodiment, the display control process in the information providing system 1 will be described.

[0091] (Display Control Process 1) FIG. 15 is a flowchart (1) showing an example of the display control process according to the third embodiment. This process shows an example of the display control process that the information providing system 1 executes after displaying the treatment methods that the user can perform by, for example, the information providing process described in FIG. 6 or FIG. 11.

[0092] In step S1501, the information providing system 1 executes, for example, the information providing process described in FIG. 6 or FIG. 11.

[0093] In step S1502, the information providing system 1 determines whether or not it has displayed, in the information providing process executed in step S1501, the treatment methods that can be applied by the user. If it has not displayed the treatment methods, the information providing system 1 ends the process of FIG. 15. On the other hand, if it has displayed the treatment methods, the information providing system 1 causes the process to proceed to step S1503.

[0094] When the process proceeds to step S1503, the information providing system 1 determines whether or not the displayed treatment methods have been implemented by the user. As an example of a method for determining whether or not the displayed treatment methods have been implemented by the user, an operation button for inquiring whether or not the treatment has been implemented may be displayed on the operation panel 110, and based on the user's operation, it may be determined whether or not the treatment has been implemented.

[0095] If the treatment methods have not been implemented, the information providing system 1 causes the process to proceed to step S1504. On the other hand, if the treatment methods have been implemented, the information providing system 1 causes the process to proceed to step S1506.

[0096] When the process proceeds to step S1504, the information providing system 1 determines whether or not one day has elapsed since the start of the display of the treatment methods. Note that one day is an example of a predetermined period, and other periods may be used. If one day has not elapsed since the start of the display, the information providing system 1 causes the process to proceed to step S1505. On the other hand, if one day has elapsed since the start of the display, the information providing system 1 returns the process to step S1501. Thereby, when the treatment methods are not executed, the information providing system 1 executes the prediction process and updates the prediction result every day (every predetermined period).

[0097] When the process proceeds to step S1505, the information providing system 1 continues to display the treatment methods and returns the process to step S1503.

[0098] When transitioning from step S1503 to step S1506, the information providing system 1 displays a thank-you message for the execution of the treatment method. Thereby, the information providing system 1 can improve the motivation of the user for performing the treatment. Note that, in order to further enhance the user's motivation, in addition to (or instead of) the thank-you message, the information providing system 1 may display privilege information or the like for identifying the user.

[0099] In step S1507, the information providing system 1 determines whether the state of the image forming apparatus 100 has improved. As a method for determining whether the state has improved, for example, in the example described with reference to FIG. 7, if any of the first to fourth required times has improved (is approaching the target value) after the treatment is executed, it may be determined that the state has improved.

[0100] Note that depending on the predicted failure or abnormality that occurs, it may be difficult to determine whether the state has improved. In that case, the information providing system 1 may omit the processing of steps S1507 to S1509 and end the processing of FIG. 15.

[0101] When transitioning to step S1508, the information providing system 1 determines whether one day has elapsed since the start of the display of the treatment method. Note that one day is an example of a predetermined period. If one day has elapsed since the start of the display, the information providing system 1 returns the processing to step S1501. On the other hand, if one day has not elapsed since the start of the display, the information providing system 1 ends the processing of FIG. 15.

[0102] By the processing of FIG. 15, it is possible to suppress the frequent display of the preventive information 900 as shown in FIG. 9 when the state does not improve even if the user performs the treatment.

[0103] (Display control process 2) FIG. 16 is a flowchart (2) showing an example of display control processing according to the third embodiment. This processing shows an example of display control processing that the information providing system 1 executes after displaying treatment methods that can be performed by the user by, for example, the information providing processing described with reference to FIG. 6 or FIG. 11.

[0104] For example, when the user performs a treatment with preventive information 900 as shown in FIG. 9, a case where the treatment is not successfully performed is assumed. In such a case, since the state of the image forming apparatus 100 remains in a bad state, a display prompting the same treatment to be performed many times may appear, and there is a risk that the user's mental image may deteriorate.

[0105] To avoid such a situation, it is desirable for the information providing system 1 to control so that the preventive information 900 is not displayed more than a predetermined number of times even if the treatment by the user is not successful. In this case, the information providing system 1 may execute, for example, display control processing as shown in FIG. 16.

[0106] In step S1601, the information providing system 1 executes, for example, the information providing processing described with reference to FIG. 6 or FIG. 11.

[0107] In step S1602, the information providing system 1 executes, for example, the display processing of treatment methods as shown in steps S1502 to S1506 of FIG. 15.

[0108] In step S1603, the information providing system 1 determines whether or not the state of the image forming apparatus 100 has improved. If the state has improved, the information providing system 1 transfers the processing to step S1604. On the other hand, if the state has not improved, the information providing system 1 transfers the processing to step S1605.

[0109] When transferring to step S1604, the information providing system 1 ends the display of the treatment method. In this way, the information providing system 1 may omit the display of the improvement message when the state has improved.

[0110] When transitioning to step S1605, the information providing system 1 increments the counter N by 1. Also, in step S1606, the information providing system 1 determines whether the counter N is greater than or equal to a predetermined value "3". Note that the predetermined number "3" is an example, and other values may be used.

[0111] If the counter N is less than the predetermined value "3", the information providing system 1 returns the process to step S1601. On the other hand, if the counter N is greater than or equal to the predetermined value "3", the information providing system 1 causes the process to transition to step S1607.

[0112] When transitioning to step S1607, the information providing system 1 stops displaying the treatment method.

[0113] When transitioning to step S1608, the information providing system 1 initializes the counter N to 0 and ends the process of FIG. 16.

[0114] Through the process of FIG. 16, the information providing system 1 can control so that the prevention information 900 is not displayed more than a predetermined number of times even if the treatment by the user is not successful.

[0115] (Display control process 3) FIG. 17 is a flowchart (3) showing an example of the display control process according to the third embodiment. This process shows another example of the display control process that is executed after the information providing system 1 displays the treatment method that the user can perform by, for example, the information providing process described in FIG. 6 or FIG. 11.

[0116] In the process described in FIG. 15 or FIG. 16, it is assumed that the user executes the treatment displayed with the prevention information 900 as shown in FIG. 9, for example, by the information providing system 1, but not all users execute the treatment. Continuing to display the prevention information 900 to such users may give the user a bad impression, such as that the image forming apparatus 100 is always in a bad state.

[0117] To avoid such a situation, it is desirable that the information providing system 1 stops displaying the preventive information 900 when a predetermined period has elapsed after displaying the preventive information 900. In this case, the information providing system 1 may execute, for example, a display control process as shown in FIG. 17.

[0118] In step S1701, the information providing system 1 executes, for example, the information providing process described with reference to FIG. 6 or FIG. 11.

[0119] In step S1702, the information providing system 1 determines whether a treatment method that can be performed by the user is displayed in the information providing process executed in step S1701. If the treatment method is not displayed, the information providing system 1 ends the process of FIG. 15. On the other hand, if the treatment method is displayed, the information providing system 1 moves the process to step S1703.

[0120] When moving to step S1703, the information providing system 1 determines whether the displayed treatment method has been implemented by the user. If the treatment method has not been implemented, the information providing system 1 moves the process to step S1704. On the other hand, if the treatment method has been implemented, the information providing system 1 moves the process to step S1706.

[0121] When moving to step S1704, the information providing system 1 determines whether three or more days have elapsed since the start of displaying the treatment method. Note that three days is an example of a predetermined period, and other periods may be used. If three or more days have not elapsed since the start of display, the information providing system 1 moves the process to step S1705. On the other hand, if three or more days have elapsed since the start of display, the information providing system 1 moves the process to step S1707.

[0122] When moving from step S1703 to step S1706, the information providing system 1 executes a display process of an improvement message as shown in steps S1507 to S1509 of FIG. 15, for example.

[0123] When transitioning to step S1707, the information providing system 1 ends the display of the treatment method. Through the process in FIG. 17, after the information providing system 1 displays the treatment methods that the user can perform, if a predetermined period has elapsed, the display of the treatment methods can be terminated.

[0124] [Fourth Embodiment] In the fourth embodiment, when the treatment method determined by the determination unit 505 cannot be performed by the user, an example of the process when the information providing system 1 arranges a maintenance person or the like without displaying the treatment method will be described.

[0125] FIG. 18 is a diagram showing an example of information providing processing according to the fourth embodiment. Among the processes in FIG. 18, the processes of steps S601 to S606 are the same as the information providing processing according to the first embodiment described in FIG. 6, and thus the description thereof is omitted here.

[0126] In step S1801, the information providing system 1 notifies, for example, information on the image forming apparatus 100 whose failure or abnormality is predicted by the prediction unit 504, information on the treatment method that cannot be performed by the user determined by the determination unit 505, etc. to a maintenance staff management system or the like that arranges a maintenance person.

[0127] Here, the maintenance staff management system is, for example, a system that arranges a maintenance person and provides information on the image forming apparatus 100 and information on the treatment method that the user cannot handle to the maintenance person. Note that the maintenance staff management system is an example of a predetermined notification destination. The predetermined notification destination may be an information terminal or the like used by a maintenance person in charge of maintaining the image forming apparatus 100.

[0128] FIG. 19 is a diagram showing an example of state transition of the information providing system according to the fourth embodiment. In state A in FIG. 19, the information providing system 1 predicts the state of the device (image forming apparatus 100), and when the occurrence of a failure or abnormality is predicted, it transitions to state B.

[0129] When transitioning to state B, the information providing system 1 determines whether a user can perform a treatment method to avoid device failure or abnormality. If the user can perform the treatment method, the information providing system 1 transitions to state C. On the other hand, if the user cannot perform the treatment method, the information providing system 1 transitions to state D.

[0130] When transitioning to state C, the information providing system 1 displays a treatment method that the user can perform, and when the user performs the treatment, it transitions to state F.

[0131] When transitioning to state D, the information providing system 1 holds treatment content that the user cannot perform, and when a display request is received from a maintenance person, it transitions to state E.

[0132] When transitioning to state E, the information providing system 1 displays treatment content that the user cannot perform, and when the maintenance person performs the treatment, it transitions to state F.

[0133] When transitioning to state F, the information providing system 1 checks the state of the device (image forming apparatus 100). If the state of the device has not improved, the information providing system 1 transitions to state B. On the other hand, if the state of the device has improved, the information providing system 1 ends the display of the treatment method and transitions to state A.

[0134] As described above, according to the fourth embodiment, when the user cannot perform the treatment method determined by the determination unit 505, the information providing system 1 arranges a maintenance person or the like without displaying the treatment method.

[0135] (Functional Configuration of Information Providing System) In each of the above embodiments, the image forming apparatus 100 has executed the processing of the information providing system 1, but at least a part of the processing of the information providing system 1 may be executed by the server apparatus 202.

[0136] FIG. 20 is a diagram showing another example of the functional configuration of the information providing system according to an embodiment. In the example of FIG. 20, among the functional configurations of the image forming apparatus 100 described in FIG. 5, the processing unit 503, the prediction unit 504, and the determination unit 505 are included in the server apparatus 202. The server apparatus 202 also has a communication unit 2001 that communicates with the image forming apparatus 100 via the communication network N.

[0137] In this case, the acquisition unit 502 of the image forming apparatus 100 acquires data for determining the state of the image forming apparatus 100, and transmits the acquired data to the server apparatus 202 via the communication unit 501. The acquisition unit 502 also acquires the treatment method determined by the determination unit 505 from the server apparatus 202 via the communication unit 501.

[0138] On the other hand, the server apparatus 202 executes processing such as processing, prediction processing, and determination processing on the data received from the image forming apparatus 100, and transmits the determined treatment content to the image forming apparatus 100 via the communication unit 2001.

[0139] In this way, the information providing system 1 can have various system configurations and functional configurations.

[0140] As described above, according to each embodiment of the present invention, in an electronic device, it is possible to suppress the occurrence of downtime due to a failure or an abnormality.

[0141] <Supplementary Note> Each function of each of the embodiments described above can be realized by one or a plurality of processing circuits. Here, the "processing circuit" in this specification means a processor programmed to execute each function by software like a processor implemented by an electronic circuit, an ASIC (Application Specific Integrated Circuit) designed to execute each function described above, a DSP (digital signal processor), an FPGA (field programmable gate array), or a device such as a conventional circuit module.

[0142] <Supplementary Note> This specification discloses an information providing system, an electronic device, an information providing method, and a program according to each of the following items. (Item 1) An acquisition unit that acquires data for determining the state of an electronic device, A prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data, A determination unit that determines a treatment method for avoiding the failure or abnormality when the occurrence of the failure or abnormality of the electronic device is predicted, A display unit that displays the treatment method when the user can implement the treatment method, An information providing system having the above. (Item 2) The information providing system according to Item 1, further comprising an information management unit that stores and manages the treatment method in a storage unit when the user cannot implement the treatment method. (Item 3) The information providing system according to Item 1 or 2, further comprising a processing unit that processes the data acquired by the acquisition unit so as to improve the prediction accuracy by the prediction unit. (Item 4) The display unit of the information providing system according to any one of Items 1 to 3 displays different information depending on whether the failure or abnormality has improved after the treatment method that can be processed by the user is implemented. (Item 5) The display unit of the information providing system according to any one of Items 1 to 4 stops displaying the treatment method that can be processed by the user when a predetermined period has elapsed or when the treatment method has been executed more than a predetermined number of times after displaying the treatment method that can be processed by the user. (Item 6) The display unit displays detailed information on a treatment method for improving the failure or abnormality according to an operation of the user or a maintenance person, The detailed information for the user is different from the detailed information for the maintenance person, The information providing system according to any one of Items 1 to 5. (Item 7) The information providing system according to any one of Items 1 to 6, wherein an information terminal different from the electronic device has the display unit. (Item 8) An electronic device, comprising: an acquisition unit that acquires data for determining the state of the electronic device; a prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data; a determination unit that determines a treatment method for avoiding the failure or abnormality when the failure or abnormality of the electronic device is predicted; a display unit that displays the treatment method when the user can implement the treatment method; An electronic device having the above. (Item 9) A computer performs: an acquisition process of acquiring data for determining the state of an electronic device; a prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data; a determination process of determining a treatment method for avoiding the failure or abnormality when the failure or abnormality of the electronic device is predicted; a display process of displaying the treatment method when the user can implement the treatment method; An information providing method for executing the above. (Item 10) A program for causing a computer to execute the information providing method according to Item 9.

[0143] As described above, the embodiments of the present invention have been described. However, the present invention is not limited to such specific embodiments, and various modifications and applications are possible within the scope of the gist of the present invention described in the claims.

Explanation of Reference Numerals

[0144] 1 Information providing system 100 Image forming apparatus (an example of an electronic device) 201 Information terminal 202 Server device 300 Computer 502 Acquisition Unit 503 Processing Unit 504 Prediction Unit 505 Decision Unit 506 Discrimination Unit 507 Display Unit 508 Operation Reception Unit 509 Information Management Unit 511 Memory Unit

Prior Art Documents

Patent Documents

[0145]

Patent Document 1

Claims

1. An acquisition unit that acquires data for determining the state of an electronic device, A prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data, A determination unit that determines a treatment method for avoiding the failure or abnormality when the occurrence of the failure or abnormality of the electronic device is predicted, A display unit that displays the treatment method when the user can implement the treatment method, An information providing system having the above.

2. The information providing system according to claim 1, further comprising an information management unit that stores and manages the treatment method in a storage unit when the user cannot implement the treatment method.

3. The information providing system according to claim 1, further comprising a processing unit that processes the data acquired by the acquisition unit so as to improve the prediction accuracy by the prediction unit.

4. The display unit according to claim 1, wherein different information is displayed according to whether the failure or abnormality has been improved after the treatment method that can be processed by the user has been implemented.

5. The display unit according to any one of claims 1 to 4, wherein after displaying the treatment method that the user can implement, if a predetermined period has elapsed, or if the treatment method has been executed more than a predetermined number of times, the display of the treatment method that the user can implement is stopped.

6. The display unit displays detailed information on a treatment method for improving the failure or abnormality in response to an operation by the user or a maintenance person, The detailed information for the user is different from the detailed information for the maintenance person, The information providing system according to any one of claims 1 to 4.

7. The information providing system according to claim 1, wherein an information terminal different from the electronic device has the display unit.

8. An electronic device, comprising: An acquisition unit that acquires data for determining the state of the electronic device, A prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data, A determination unit that determines a treatment method for avoiding the failure or abnormality when the occurrence of the failure or abnormality of the electronic device is predicted, A display unit that displays the treatment method when the user can implement the treatment method, An electronic device having the above.

9. A computer performs: An acquisition process of acquiring data for determining the state of an electronic device, A prediction unit that predicts the occurrence of a failure or abnormality of the electronic device based on the data, When a failure or abnormality of the electronic device is predicted, a determination process for determining a measure method for avoiding the failure or abnormality, When the user can implement the measure method, a display process for displaying the measure method, An information providing method for executing the above.

10. A program for causing a computer to execute the information providing method according to Claim 9.

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