Information processing system and program

Abstract

To reduce a frequency of contacting a person in charge of maintenance in comparison to a case where a user who has recognized that abnormal noise is occurring immediately contacts the person in charge of maintenance.SOLUTION: A control unit 37 diagnoses whether abnormal noise is occurring in the own apparatus on the basis of a user instruction, and when abnormal noise is occurring, identifies the occurrence cause of the abnormal noise and displays the occurrence cause on an operation panel 50 as a diagnosis result. When the diagnosis result includes such information that abnormal noise is occurring and the occurrence cause thereof, the control unit notifies the user of one of such information that the occurrence cause of the abnormal noise can be addressed without requiring user work, such information that the occurrence cause can be addressed by user work, and such information that the occurrence cause requires response by a person in charge of maintenance.SELECTED DRAWING: Figure 3

Description

[Technical Field]

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

[0002] Patent Document 1 discloses a multifunction device that checks its own status, stops operation if an abnormality is detected, and when displaying abnormality information, displays display information selected from multiple pieces of display information depending on the number of times the abnormality has occurred, thereby switching the notification content between an abnormality caused by a hardware malfunction and an accidental abnormality.

[0003] Patent Document 2 discloses a management service system in which a plurality of image forming devices and a management device that remotely manages the plurality of image forming devices are connected via a communication line, and when a request for inspection of a certain image forming device is received from a terminal device at a service center to the management device, the management device acquires and analyzes time-series data regarding the status of the requested image forming device to diagnose whether there is an abnormality, and if an abnormality is diagnosed, the management device requests the terminal device at the service center to maintain or repair the image forming device.

[0004] Patent Document 3 discloses a sound status display system that collects sounds emitted by an object to be inspected, acquires the collected sound data, and analyzes the acquired sound data to diagnose whether or not there is an abnormality in the object to be inspected. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Laid-Open No. 2004-233583 [Patent Document 2] Patent No. 3831143 [Patent Document 3] Patent No. 7117573 Summary of the Invention [Problem to be solved by the invention]

[0006] In information processing devices such as image forming devices, abnormal noises may occur due to deterioration of mechanical parts caused by wear. When a user of the information processing device recognizes the occurrence of such abnormal noises, they contact a maintenance technician called a customer engineer (hereinafter abbreviated as CE) from the manufacturer of the information processing device and request that the cause of the abnormal noise be addressed. However, even if the maintenance technician visits the installation location of the information processing device, there are cases where the abnormal noise is not actually occurring, the cause of the abnormal noise is due to the way the user handles the device, or the user can address the issue with a simple task. In such cases, if a user who recognizes the abnormal noise can resolve the cause of the abnormal noise without contacting the maintenance technician, the maintenance technician would not have to waste time visiting the installation location of the information processing device.

[0007] An object of the present disclosure is to provide an information processing system and a program that can reduce the frequency of contacting a maintenance technician compared to when a user who recognizes that an abnormal noise is occurring immediately contacts a maintenance technician. [Means for solving the problem]

[0008] An information processing system according to a first aspect of the present disclosure includes a processor, Based on the user's instructions, the system diagnoses whether or not abnormal noise is occurring, and if abnormal noise is occurring, identifies the cause of the abnormal noise and displays it as the diagnosis result. If the diagnostic results include information indicating that an abnormal noise is occurring and the cause of the noise, the user is notified that the cause of the noise is one of the following: that the cause can be dealt with without requiring any user action, that the cause can be dealt with by user action, or that the cause requires the attention of a maintenance technician.

[0009] In a second aspect of the information processing system of the present disclosure, in the information processing system of the first aspect, if the cause of the abnormal noise is one that can be addressed without requiring any action by the user, the processor executes measures to resolve the abnormal noise after receiving permission from the user.

[0010] An information processing system of a third aspect of the present disclosure is the information processing system of the second aspect, wherein if the processor can confirm that the abnormal noise has been eliminated in an operation after performing measures to eliminate the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and if it cannot confirm that the abnormal noise has been eliminated, it asks the user whether or not to notify a maintenance technician that the abnormal noise is occurring.

[0011] An information processing system of a fourth aspect of the present disclosure is the information processing system of the first aspect, wherein the processor notifies the user of how to resolve the abnormal noise if the cause of the abnormal noise is one that can be addressed by the user's action.

[0012] An information processing system of a fifth aspect of the present disclosure is the information processing system of the fourth aspect, wherein if the processor can confirm that the abnormal noise has been resolved after the user has performed a countermeasure method to resolve the abnormal noise, it notifies the user that the abnormal noise has been resolved, and if it cannot confirm that the abnormal noise has been resolved, it asks the user whether or not to notify a maintenance technician that the abnormal noise is occurring.

[0013] A sixth aspect of the program of the present disclosure includes the steps of diagnosing whether an abnormal sound is occurring in the system based on a user instruction, and if an abnormal sound is occurring, identifying the cause of the abnormal sound and displaying the result of the diagnosis; If the diagnostic result includes information indicating that an abnormal noise is occurring and the cause of the abnormal noise, the computer executes a step of notifying the user that the cause of the abnormal noise is one of the following: that the abnormal noise is a cause that can be dealt with without user action, that the abnormal noise is a cause that can be dealt with by user action, or that the abnormal noise requires the attention of a maintenance technician. [Effects of the Invention]

[0014] According to the information processing system of the first aspect of the present disclosure, it is possible to reduce the frequency of contacting a maintenance technician compared to when a user who recognizes that an abnormal noise is occurring immediately contacts a maintenance technician.

[0015] According to the information processing system of the second aspect of the present disclosure, it is possible to eliminate abnormal noise without requiring any action by the user.

[0016] According to the information processing system of the third aspect of the present disclosure, it is possible to prevent the user from contacting a maintenance technician even though the abnormal noise has been resolved.

[0017] According to the information processing system of the fourth aspect of the present disclosure, the abnormal noise can be resolved by the user's work without contacting a maintenance technician.

[0018] According to the information processing system of the fifth aspect of the present disclosure, it is possible to prevent the user from contacting a maintenance technician even though the abnormal noise has been resolved.

[0019] According to the program of the sixth aspect of the present disclosure, it is possible to reduce the frequency of contacting a maintenance technician compared to when a user who recognizes that an abnormal noise is occurring immediately contacts a maintenance technician. [Brief explanation of the drawings]

[0020] [Figure 1] 1 is a diagram illustrating a system configuration of an information processing system according to an embodiment of the present disclosure. [Figure 2] 1 is a block diagram showing a hardware configuration of an image forming apparatus 10 according to an embodiment of the present disclosure. [Figure 3] 1 is a block diagram showing a functional configuration of an image forming apparatus 10 according to an embodiment of the present disclosure. [Figure 4] 10A and 10B are diagrams illustrating an example of a frequency spectrum waveform generated when acquiring an operation sound. [Figure 5] 1 is an example of a home screen displayed on an operation panel 50 of an image forming apparatus 10 according to an embodiment of the present disclosure. [Figure 6] 6 is a flowchart for explaining the operation when an operation icon 51 called "abnormal sound diagnosis" is operated on the home screen as shown in FIG. 5 to perform a self-diagnosis of the presence or absence of abnormal sound. [Figure 7] FIG. 10 is a diagram showing an example of a display screen when a message is displayed on the operation panel 50 indicating that no abnormal noise is occurring. [Figure 8] FIG. 10 is a diagram showing an example of a display screen that is displayed when an abnormal noise is detected and the cause of the detected abnormal noise is a cause that can be self-repaired. [Figure 9] 10 is a diagram showing an example of a display screen when a message is displayed on the operation panel 50 indicating that the abnormal noise has been resolved by self-repair. FIG. [Figure 10] 10 is a diagram showing an example of a display screen displayed on the operation panel 50 when the abnormal noise is not resolved by self-repair. FIG. [Figure 11] FIG. 10 is a diagram showing an example of a display screen in which, when the cause of the abnormal noise is one that can be dealt with by the user, a method of dealing with the abnormal noise is displayed on the operation panel 50. [Figure 12] 10 is a diagram showing an example of a display screen when a message is displayed on the operation panel 50 indicating that the abnormal noise has been resolved by taking measures taken by the user. FIG. [Figure 13] 10 is a diagram showing an example of a display screen that is displayed on the operation panel 50 when the abnormal noise is not resolved by the user's countermeasures. FIG. [Figure 14] FIG. 10 is a diagram showing an example of a display screen displayed on the operation panel 50 when the cause of the detected abnormal noise is one that cannot be repaired by itself and cannot be dealt with by the user. [Figure 15] FIG. 10 is a diagram showing an example of a display screen that is displayed on the operation panel 50 when the cause of the detected abnormal noise is a minor abnormal noise with a low level that cannot be self-repaired or dealt with by the user. DETAILED DESCRIPTION OF THE INVENTION

[0021] Next, embodiments of the present disclosure will be described in detail with reference to the drawings.

[0022] FIG. 1 is a diagram illustrating a system configuration of an information processing system according to an embodiment of the present disclosure.

[0023] 1, an information processing system according to an embodiment of the present disclosure includes an image forming apparatus 10 interconnected by a network 30 such as the Internet, and a management server 20 installed in a call center or the like. The image forming apparatus 10 is an information processing apparatus having multiple functions such as printing, scanning, copying, and facsimile functions, and is a so-called multifunction device. The image forming apparatus 10 is provided with an operation panel 50, through which it is possible to receive operations from a user and notify the user of various information.

[0024] Image forming apparatuses 10 are installed and used in various locations, such as offices and stores. If a malfunction occurs in the image forming apparatus 10, a maintenance worker called a Customer Engineer (CE) must visit the image forming apparatus 10 to repair it. The image forming apparatus 10 may produce abnormal noises (hereinafter referred to as "abnormal noises") due to wear and tear on mechanical components. When a user of the image forming apparatus 10 notices the abnormal noise, they contact a call center or other similar organization to request a CE to visit and address the cause of the abnormal noise. However, even if a CE actually visits the image forming apparatus 10, there may be cases where no abnormal noise is actually occurring, or where the abnormal noise is caused by the user's handling of the device, or where the user can easily address the problem themselves. Requesting a CE to visit even in such cases requires time for the CE, which can disrupt normal maintenance work. Therefore, if a user who recognizes that an abnormal noise is occurring can eliminate the cause of the abnormal noise without contacting a CE, the CE will not need to take the trouble of visiting the location where the image forming device 10 is installed.

[0025] Therefore, the image forming device 10 of this embodiment performs the control described below to reduce the frequency of contacting the CE compared to when a user who recognizes that an abnormal noise is occurring immediately contacts the CE and requests a visit.

[0026] Next, the hardware configuration of the image forming apparatus 10 in the information processing system of this embodiment is shown in FIG.

[0027] 2, the image forming apparatus 10 has a CPU 11, a memory 12, a storage device 13 such as a hard disk drive, a communication interface (abbreviated as IF) 14 that transmits and receives data to and from external devices via a network 30, a user interface (abbreviated as UI) device 15 that includes a touch panel or liquid crystal display and a keyboard, a scan unit 16, an image forming unit 17, and a sound sensor 18. These components are connected to one another via a control bus 19.

[0028] Image forming unit 17 prints an image on a recording medium such as printing paper through processes such as charging, exposure, development, transfer, and fixing. Sound sensor 18 is disposed in a position that detects sound information within image forming apparatus 10. For example, sound sensor 18 may be provided at each location where abnormal noise may be generated, such as image forming unit 17, a DADF (Duplex Auto Document Feeder), a finisher, or a paper feed tray.

[0029] The CPU 11 is a processor that controls the operation of the image forming apparatus 10 by executing predetermined processes based on a control program stored in the memory 12 or the storage device 13. While the present embodiment has been described as the CPU 11 reading and executing the control program stored in the memory 12 or the storage device 13, this is not limiting. The control program may be provided in a form recorded on a computer-readable recording medium. For example, the program may be provided in a form recorded on an optical disc such as a CD (Compact Disc)-ROM or a DVD (Digital Versatile Disc)-ROM, or in a semiconductor memory such as a USB (Universal Serial Bus) memory or a memory card. The control program may also be obtained from an external device via a communication line connected to the communication interface 14.

[0030] FIG. 3 is a block diagram showing the functional configuration of the image forming apparatus 10 realized by executing the above control program.

[0031] As shown in FIG. 3, the image forming apparatus 10 of this embodiment includes an operation input unit 32, a display unit 33, an operation sound collection unit 34, an abnormal sound detection unit 35, a data transmission / reception unit 36, a control unit 37, an image reading unit 38, a data storage unit 39, and an image output unit 40.

[0032] The operation input unit 32 inputs various operation information performed by the user. The display unit 33 is controlled by the control unit 37 and displays various information to the user. The data transmission / reception unit 36 ​​transmits and receives data to and from external devices such as the management server 20.

[0033] The control unit 37 controls the image reading unit 38 and the image output unit 40 to execute various jobs such as a print job, a copy job, etc., based on user instructions input through the operation input unit 32. The data storage unit 39 stores various data such as print data generated by the control unit 37.

[0034] The image output unit 40 outputs an image onto a recording medium such as printing paper under the control of the control unit 37. The image reading unit 38 reads an original image from a set original under the control of the control unit 37.

[0035] The operation sound collection unit 34 collects sound information such as operation sounds generated in the image forming apparatus 10, which is the monitored device. Specifically, the operation sound collection unit 34 collects sound pressure value data for each predetermined frequency band of operation sounds generated when the image forming apparatus 10 executes a print job or the like. Alternatively, the operation sound collection unit 34 acquires sound information by converting sound data for a predetermined frequency of operation sounds generated when the image forming apparatus 10 executes a print job or the like into a frequency spectrum waveform such as that shown in Fig. 4 and generating a frequency spectrum image. An example of the frequency spectrum waveform generated in this manner is shown in Fig. 4.

[0036] The control unit 37 stores the sound information collected by the operation sound collection unit 34 in the data storage unit 39 together with characteristic information such as the job content that was being executed when the sound information was collected.

[0037] In this embodiment, the data storage unit 39 stores sound information when various components, etc., are operating normally without any abnormalities as normal sound information. The abnormal sound detection unit 35 compares the sound information collected by the operation sound collection unit 34 with normal sound information to determine whether the collected sound information contains an abnormal sound. Furthermore, the abnormal sound detection unit 35 determines the abnormal sound level, which indicates the level of loudness of the detected abnormal sound. Here, the abnormal sound level is an index in which a larger value indicates a louder sound. As this abnormal sound level, various values ​​indicating the loudness of the sound, such as the amplitude value of the acquired abnormal sound data or the acquired sound pressure level [db], can be used as an index.

[0038] If the level of the abnormal sound detected by the abnormal sound detection unit 35 is greater than a preset threshold, the control unit 37 determines that an abnormal sound is occurring and stores the collected sound information of the abnormal sound in the data storage unit 39. Then, the control unit 37 transmits the sound information of the abnormal sound stored in the data storage unit 39 to the management server 20 at a preset interval, for example, once a day.

[0039] When an abnormal sound is detected by the abnormal sound detection unit 35, the control unit 37 identifies the cause of the abnormal sound. If the control unit 37 is unable to identify the cause of the abnormal sound, the control unit 37 may transmit cause analysis data to an external server such as the management server 20, and return the results of the analysis of the abnormal sound causes to the image forming apparatus 10.

[0040] Even if an abnormal noise with a level higher than a preset threshold is detected, if the analysis of the cause of the abnormal noise does not identify the cause and the abnormal noise does not recur, the control unit 37 may determine that the detected abnormal noise is not an abnormal noise generated inside the device, but an abnormal noise caused by an external disturbance such as vibration or impact, and may therefore determine that no abnormal noise is occurring.

[0041] In addition to the normal abnormal sound detection described above, the image forming apparatus 10 of this embodiment is also provided with a function for performing abnormal sound diagnosis based on a user's instruction. For example, as shown in Fig. 5, the control unit 37 displays an operation icon 51 named "abnormal sound diagnosis" on the operation panel 50 of the image forming apparatus 10, and executes a self-diagnosis function when the user operates this operation icon 51. Fig. 5 shows an example of a home screen displayed on the operation panel 50 of the image forming apparatus 10.

[0042] In this way, the control unit 37 diagnoses whether or not an abnormal noise is occurring in its own device based on instructions from the user, and if an abnormal noise is occurring, identifies the cause of the abnormal noise and displays the diagnosis result on the operation panel 50. Then, if the diagnosis result includes the fact that an abnormal noise is occurring and the cause of the abnormal noise, the control unit 37 notifies the user that the cause of the abnormal noise is one of the following: a cause that can be dealt with without requiring user action, a cause that can be dealt with by user action, or a cause that requires the attention of a maintenance technician.

[0043] Furthermore, if the cause of the abnormal noise can be dealt with without requiring any action by the user, the control unit 37 executes measures to eliminate the abnormal noise after receiving permission from the user.

[0044] Here, a cause that can be addressed without user intervention is a cause that can be self-repaired by the image forming apparatus 10. If the cause of the abnormal noise is self-repairable, the control unit 37 executes a self-repair process to resolve the abnormal noise. For example, if the abnormal noise is caused by oscillation of the bias charge roll (BCR), the control unit 37 executes a self-repair process to adjust the frequency of the AC voltage applied to the charge roll or slow down the printing speed. If the abnormal noise is caused by squealing from the cleaner blade, the control unit 37 executes a self-repair process to slightly reverse the cleaner blade to remove paper dust adhering to the cleaner blade or automatically draw a toner band to cause the toner to adhere to the cleaner blade as a lubricant. If the abnormal noise is caused by the noise of a fan blade, the control unit 37 executes a self-repair process to reduce the rotation speed or stop the fan motor of the fan that is causing the abnormal noise. The control unit 37 can identify the fan that is causing the abnormal noise from the frequency of the abnormal noise, and can stop the rotation of the fan that is causing the abnormal noise and instead increase the rotation speed of the other fans to eliminate the cause of the abnormal noise while maintaining a constant cooling capacity.

[0045] Furthermore, if the control unit 37 is able to confirm that the abnormal noise has been eliminated in the operation after taking measures to eliminate the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and if it is not able to confirm that the abnormal noise has been eliminated, it contacts the CE to inform them of the abnormal noise and asks the user whether or not to request a visit.

[0046] Furthermore, if the cause of the abnormal noise is one that can be dealt with by the user, the control unit 37 notifies the user of a method of resolving the abnormal noise. Specific examples of causes of abnormal noise that can be dealt with by the user and specific examples of the method of resolving the abnormal noise that are instructed to the user at that time are shown in (1) to (7) below.

[0047] (1) If the detected abnormal noise is a paper rustling sound, the control unit 37 instructs the user on how to properly set the paper guide in the paper feed tray. Alternatively, the control unit 37 notifies the user to sort the paper and then reset the paper in the paper feed tray. Alternatively, the control unit 37 instructs the user to check whether the paper set in the paper feed tray is wavy, and if the paper is wavy, instructs the user to replace the paper.

[0048] (2) If the abnormal noise is caused by the sound of the bottom plate of the paper feed tray falling, the control unit 37 instructs the user to check whether the paper feed tray is storing more sheets than the upper limit of the number that can be stored.

[0049] (3) If the abnormal noise is caused by a skipped gear in the auger of the toner collection system in the toner transport mechanism, an abnormal noise from the bearings that drive the auger, or a motor step-out noise, the control unit 37 instructs the user to gently shake the toner collection bottle or the toner storage bottle and reset it. If the abnormal noise persists, the control unit 37 instructs the user to replace the part that is causing the abnormal noise.

[0050] (4) If the abnormal noise is caused by abnormal bearing noise, blade squeal, or bellows jam (paper jam) in the fixing unit, which frequently occurs in high-temperature and high-humidity environments, and if the waveform of such an abnormal noise is detected and the temperature and humidity sensor inside the device indicates a value greater than a predetermined threshold, the control unit 37 will display text information such as, "Is there a stove or humidifier nearby? If so, please move it away from the device" on the operation panel 50.

[0051] (5) If the abnormal noise is caused by an abnormality in the roll entry sound or roll exit sound at the leading or trailing end of the roll, the control unit 37 displays text information such as "Is the paper type setting for the paper feed tray where the abnormal noise is occurring incorrect?" on the operation panel 50.

[0052] (6) If a foreign object such as a piece of paper is the cause of the abnormal noise and the location where the abnormal noise is occurring is a location that can be removed by the user, the control unit 37 displays on the operation panel 50 how to remove the foreign object.

[0053] (7) If the noise is caused by vibration of a cover such as a front door, the control unit 37 displays on the operation panel 50 an instruction to firmly close the cover that is causing the noise.

[0054] Then, after displaying the above-mentioned user-initiated troubleshooting method on the operation panel 50, the control unit 37 performs a self-diagnosis of the presence or absence of abnormal noise in the first job executed after detecting power on / off or interlock open / close. If the cause of the abnormal noise is due to a paper feed tray, the control unit 37 performs a self-diagnosis of the presence or absence of abnormal noise when a job using that paper feed tray is executed. If the cause of the abnormal noise is due to a toner supply unit, the control unit 37 rotates the toner bottle of the color causing the abnormal noise for a time that does not affect the density of the printed image, and checks for the presence or absence of abnormal noise.

[0055] Even when the control unit 37 instructs the user on how to resolve the abnormal noise, if it can confirm that the abnormal noise has been resolved after the user has performed the method to resolve the abnormal noise, it will notify the user that the abnormal noise has been resolved, and if it cannot confirm that the abnormal noise has been resolved, it will contact the CE to inform them of the abnormal noise and ask the user whether or not to request a visit.

[0056] If the abnormal noise is not resolved and the user chooses to request a CE visit, the control unit 37 sends the collected information about the abnormal noise to the management server 20 installed in the call center, and also sends a message that the user has requested a CE visit.

[0057] Next, the operation when the operation icon 51 for "abnormal sound diagnosis" is operated on the home screen as shown in FIG. 5 to perform a self-diagnosis of the presence or absence of abnormal sound will be described with reference to the flowchart of FIG.

[0058] When the operation icon 51 labeled "Abnormal Sound Diagnosis" is operated on the home screen as shown in FIG. 5 and an instruction to perform self-diagnosis is received from the user, the control unit 37 performs a self-diagnosis of the presence or absence of abnormal sounds in step S101, and determines in step S102 whether or not an abnormal sound has been detected by the abnormal sound detection unit 35 within a predetermined period in the past.

[0059] If it is determined in step S102 that no abnormal noise has been detected within the past predetermined period, the control unit 37 displays a message on the operation panel 50 in step S103 that no abnormal noise is occurring. An example of a display screen when a message that no abnormal noise is occurring is displayed on the operation panel 50 is shown in FIG. 7. Referring to FIG. 7, the state in which text information such as "No abnormal noise was detected" and "Normal operating sounds, no abnormal noise was confirmed" is displayed on the operation panel 50 is shown.

[0060] If it is determined in step S102 that an abnormal noise has been detected within a predetermined period of time in the past, the control unit 37 determines in step S104, based on the cause of the detected abnormal noise, whether the cause can be self-repaired.

[0061] If it is determined in step S104 that the cause of the abnormal noise detected is a self-repairable cause, the control unit 37 executes self-repair in step S105. Alternatively, the control unit 37 may display a display screen such as that shown in Fig. 8 on the operation panel 50, and execute self-repair when the user permits execution of self-repair. Fig. 8 is a diagram showing an example of a display screen that is displayed when an abnormal noise is detected and the cause of the detected abnormal noise is a self-repairable cause.

[0062] In the example display screen shown in Figure 8, the text information "An abnormal noise has been detected" is displayed along with a message indicating that the cause of the abnormal noise is the "cleaner blade," and the user selects "Yes" to allow self-repair to be performed.

[0063] Then, at the time of the first print job after the self-repair is performed, the control unit 37 determines in step S106 whether the abnormal noise has been resolved.

[0064] If it is determined in step S106 that the abnormal noise has been resolved, the control unit 37 displays on the operation panel 50 in step S107 a message indicating that the abnormal noise has been resolved. An example of the display screen displayed in this manner is shown in Fig. 9. Referring to Fig. 9, it can be seen that the following text information is displayed: "An abnormal noise was detected, so a self-repair was performed. It has been confirmed that the occurrence of the abnormal noise has been resolved by the self-repair."

[0065] Furthermore, if it is determined in step S106 that the abnormal noise has not been resolved, the control unit 37 displays on the operation panel 50 in step S110 a message asking the user whether or not to contact a CE and request a visit. An example of the display screen displayed in this manner is shown in Fig. 10. Referring to Fig. 10, it can be seen that the following text information is displayed: "An abnormal noise was detected, so a self-repair was performed, but the abnormal noise was not resolved. Would you like to request a CE (maintenance technician) visit?"

[0066] Then, in step S111, the control unit 37 determines whether the user has selected to contact the CE and request a visit. Specifically, when the user selects "Request" on the display screen shown in Fig. 10 and operates the OK button, the control unit 37 determines that the user has selected to contact the CE and request a visit. On the other hand, when the user selects "Do not request" on the display screen shown in Fig. 10 and operates the OK button, the control unit 37 determines that the user has not selected to contact the CE and request a visit.

[0067] Then, if it is determined in step S111 that the user has chosen to contact the CE and request a visit, the control unit 37 sends, in step S112, to the management server 20 installed in the call center, information about the detected abnormal sound, indicating that there is a request for a visit to the CE.

[0068] Furthermore, if it is determined in step S111 that the user has not selected to contact the CE and request a visit, the control unit 37 in step S113 transmits information that the user has performed an abnormal sound diagnosis, that is, the fact that the user has performed an abnormal sound diagnosis and sound information about the detected abnormal sound, to the management server 20 installed in the call center.

[0069] Furthermore, if it is determined in step S104 that the cause of the detected abnormal sound is not a cause that can be self-repaired, the control unit 37 determines in step S108 whether the cause of the detected abnormal sound is a cause that can be addressed by the user.

[0070] If it is determined in step S108 that the cause of the abnormal noise detected is one that the user can address, then in step S109 the control unit 37 notifies the user of how to resolve the abnormal noise by displaying a solution to that problem on the operation panel 50. An example of the display screen displayed in this manner is shown in Fig. 11. Referring to Fig. 11, it can be seen that the estimated cause of the abnormal noise and a solution to resolve the abnormal noise are displayed together with the text information "An abnormal noise has been detected."

[0071] Then, at the time of the first print job after the user has performed the countermeasure for eliminating the abnormal noise, the control unit 37 determines in step S106 whether the abnormal noise has been eliminated.

[0072] If it is determined in step S106 that the abnormal noise has been resolved, the control unit 37 displays a message on the operation panel 50 in step S107 indicating that the abnormal noise has been resolved. An example of the display screen displayed in this manner is shown in Fig. 12. Referring to Fig. 12, it can be seen that text information saying "It has been confirmed that the abnormal noise has been resolved as a result of the user's actions" is displayed.

[0073] Furthermore, if it is determined in step S106 that the abnormal noise has not been resolved even after the user's solution has been implemented, the control unit 37 displays on the operation panel 50 in step S110 a message asking the user whether or not to contact a CE and request a visit. An example of the display screen displayed in this manner is shown in Fig. 13. Referring to Fig. 13, it can be seen that text information is displayed saying, "The abnormal noise has not been resolved by the user's solution. Would you like to request a CE (maintenance technician) to visit?"

[0074] Then, in step S111, the control unit 37 determines whether the user has selected to contact the CE and request a visit. Note that the processing from step S111 onward is the same as that described above in the processing after self-repair is performed, and therefore a description thereof will be omitted. Note that the example display screen in FIG. 13 shows an example of operation when the user has not selected to contact the CE and request a visit.

[0075] If it is determined in step S108 that the cause of the abnormal sound detected is not one that the user can address, the control unit 37 displays, in step S111, on the operation panel 50, a message asking the user whether or not to contact a CE and request a visit. An example of the display screen displayed in this manner is shown in FIG. 14. Referring to FIG. 14, it can be seen that text information saying "An abnormal sound has been detected. Would you like to request a CE (maintenance technician) to visit?" is displayed. In this case, the cause of the abnormal sound is one that cannot be self-repaired or addressed by the user, so the control unit 37 simply displays a message that an abnormal sound has been detected and the estimated cause of the abnormal sound, and asks the user whether or not to request a CE to visit.

[0076] If the control unit 37 determines that the cause of the detected abnormal noise is one that cannot be repaired by itself or dealt with by the user, but is a low-level, minor noise that will not lead to a malfunction, the control unit 37 may display a display screen such as that shown in Fig. 15 on the operation panel 50. In the example display screen shown in Fig. 15, it can be seen that, along with the text information "An abnormal noise has been detected" and information on the presumed cause of the abnormal noise, the text information "A minor abnormal noise has been detected, but it will not affect printing. The CE (maintenance technician) will take care of it the next time they visit" is displayed.

[0077] If the control unit 37 determines that the cause of the detected abnormal noise is one that cannot be repaired by itself or dealt with by the user and that could lead to a serious malfunction such as the ejection of expensive parts or toner, the control unit 37 may display text information such as "An abnormal noise is occurring. Please contact the call center." on the operation panel 50. In this case, the control unit 37 immediately transmits to the management server 20, without requiring user confirmation, a message that an abnormal noise is occurring, the estimated cause of the abnormal noise, and the need for urgent action.

[0078] In the abnormal sound detection unit 35, the determination threshold for determining whether a sound is normal or abnormal may be changeable by the operation input unit 32, or may be changeable remotely from the management server 20. Alternatively, the determination threshold may be automatically adjusted according to the volume level of the environmental sound in which the image forming device 10 is installed, or may be automatically updated by remote control for each device based on the cause of abnormal sounds that have previously caused complaints about abnormal sounds in the image forming device 10 and the volume level at that time.

[0079] The results of the self-diagnosis of abnormal noise as described above may be displayed not only on the operation panel 50 but also on the display screen of a terminal device such as a mobile terminal device or a personal computer connected to the image forming apparatus 10 via a wired or wireless communication line.

[0080] 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.).

[0081] Furthermore, the operations of the processor in each of the above embodiments may be performed not only by a single processor but also by multiple processors located at physically separate locations working together. Furthermore, the order of the operations of the processor is not limited to the order described in each of the above embodiments and may be changed as appropriate.

[0082] In this embodiment, the term "system" includes both a system made up of multiple devices and a system made up of a single device.

[0083] [Variations] In the above embodiment, the monitored device is an image forming device, but the present disclosure is not limited to this. The present disclosure can be similarly applied to a processing device other than an image forming device as the monitored device, as long as the processing device is a device that generates abnormal noise when a malfunction occurs, such as a processing device that performs various processes by operating parts such as a motor, roller, or fan.

[0084] [Note] Preferred embodiments of the present disclosure will be described below.

[0085] (((1))) a processor; The processor: Based on the user's instructions, the system diagnoses whether or not abnormal noise is occurring, and if abnormal noise is occurring, identifies the cause of the abnormal noise and displays it as the diagnosis result. If the diagnostic result includes information indicating that an abnormal noise is occurring and the cause of the abnormal noise, the user is notified that the cause of the abnormal noise is one of the following: that the cause can be dealt with without requiring any user action, that the cause can be dealt with by user action, or that the cause requires the attention of a maintenance technician. Information processing system.

[0086] (((2))) If the cause of the abnormal noise is one that can be dealt with without requiring any action by the user, the processor executes an action to eliminate the abnormal noise after receiving permission from the user. The information processing system according to (((1))).

[0087] (((3))) When the processor is able to confirm that the abnormal noise has been eliminated in the operation after the execution of the measures to eliminate the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and when it is not able to confirm that the abnormal noise has been eliminated, it asks the user whether or not to notify a maintenance person that the abnormal noise is occurring. The information processing system according to (((2))).

[0088] (((4))) If the cause of the abnormal noise can be addressed by a user, the processor notifies the user of a method of resolving the abnormal noise. The information processing system according to (((1))).

[0089] (((5))) When the processor is able to confirm that the abnormal noise has been eliminated in an operation after the user has performed a countermeasure method for eliminating the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and when it is not able to confirm that the abnormal noise has been eliminated, it asks the user whether or not to notify a maintenance person that the abnormal noise is occurring. The information processing system according to (((4))).

[0090] (((6))) a step of diagnosing whether or not an abnormal sound is occurring in the system based on a user's instruction, and if an abnormal sound is occurring, identifying the cause of the abnormal sound and displaying the result of the diagnosis; a step of notifying a user that the cause of the abnormal noise is one of the following, when the diagnosis result includes information indicating that an abnormal noise is occurring and its cause; A program that causes a computer to execute the following.

[0091] The effects of the configuration described above will be described below.

[0092] According to the information processing system (((1))), it is possible to reduce the frequency of contacting a maintenance person compared to when a user who recognizes that an abnormal noise is occurring immediately contacts a maintenance person.

[0093] According to the information processing system (((2))), the abnormal noise can be eliminated without requiring any action by the user.

[0094] According to the information processing system (((3))), it is possible to prevent the user from contacting the maintenance person even though the abnormal noise has been resolved.

[0095] According to the information processing system (((4))), the abnormal noise can be eliminated by the user's own actions without contacting a maintenance person.

[0096] According to the information processing system (((5))), it is possible to prevent the user from contacting the maintenance person even though the abnormal noise has been resolved.

[0097] According to the program (((6))), it is possible to reduce the frequency of contacting a maintenance person compared to when a user who recognizes that an abnormal noise is occurring immediately contacts a maintenance person. [Explanation of symbols]

[0098] 10 Image forming device 11 CPU 12 Memory 13 Storage device 14 Communication Interface 15 User Interface Device 16 Scan Unit 17 Image forming unit 18 Sound Sensor 19 Control Bus 20 Management Server 30 Network 32 Operation input section 33 Display section 34 Operation sound collection unit 35 Abnormal noise detection unit 36 Data transmission and reception unit 37 Control Unit 38 Image reading unit 39 Data storage unit 40 Image output unit 50 Display Panel 51 Operation Icons

Claims

1. a processor; The processor: Based on the user's instructions, the system diagnoses whether or not abnormal noise is occurring, and if abnormal noise is occurring, identifies the cause of the abnormal noise and displays it as the diagnosis result. If the diagnostic result includes information indicating that an abnormal noise is occurring and the cause of the abnormal noise, the user is notified that the cause of the abnormal noise is one of the following: that the cause can be dealt with without requiring any user action, that the cause can be dealt with by user action, or that the cause requires the attention of a maintenance technician. Information processing system.

2. If the cause of the abnormal noise is one that can be dealt with without requiring any action by the user, the processor executes an action to eliminate the abnormal noise after receiving permission from the user. The information processing system according to claim 1 .

3. When the processor is able to confirm that the abnormal noise has been eliminated in the operation after the execution of the measures to eliminate the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and when it is not able to confirm that the abnormal noise has been eliminated, it asks the user whether or not to notify a maintenance person that the abnormal noise is occurring. The information processing system according to claim 2 .

4. If the cause of the abnormal noise can be addressed by a user, the processor notifies the user of a method of resolving the abnormal noise. The information processing system according to claim 1 .

5. When the processor is able to confirm that the abnormal noise has been eliminated in an operation after the user has performed a countermeasure method for eliminating the abnormal noise, it notifies the user that the abnormal noise has been eliminated, and when it is not able to confirm that the abnormal noise has been eliminated, it asks the user whether or not to notify a maintenance person that the abnormal noise is occurring. The information processing system according to claim 4 .

6. a step of diagnosing whether or not an abnormal sound is occurring in the system based on a user's instruction, and if an abnormal sound is occurring, identifying the cause of the abnormal sound and displaying the result of the diagnosis; a step of notifying a user that the cause of the abnormal noise is one of the following, when the diagnosis result includes information indicating that an abnormal noise is occurring and its cause; A program that causes a computer to execute the following.

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