Information processing apparatus, image forming apparatus, control method and program for the same

Abstract

To provide an information processing apparatus, an image forming apparatus, and a control method for displaying a result of diagnosis conducted by diagnosis means in a simple manner to improve usability.SOLUTION: An information processing apparatus displays a screen 1110 that displays a trouble diagnostic screen being a diagnostic result from diagnosis means that diagnoses a trouble in the information processing apparatus, and a two-dimensional code 1111 for displaying information on the diagnostic result. The information processing apparatus has transmission means that, after the display of the diagnostic result, transmits access information for displaying a page for providing information on the diagnostic result, to a preset destination via a network.SELECTED DRAWING: Figure 11

Description

[Technical Field]

[0001] The present invention relates to an information processing device including an image processing device that can diagnose malfunctions occurring within the device. [Background technology]

[0002] When a user prints using a multifunction printer (MFP), problems may occur, such as the printed matter not being output correctly, or even if the printout completes successfully, the output may not be what was expected. In such cases, a diagnosis is performed to identify the cause of the problem and provide the cause to the user. When providing the cause of the problem to the user, the information processing device displays a two-dimensional code. By reading this two-dimensional code with a mobile device or the like, the user can view the cause of the problem on the device and operate the device such as the multifunction printer to solve the problem (Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] U.S. Patent No. 10,521,176 Summary of the Invention [Problem to be solved by the invention]

[0004] As in Patent Document 1, by displaying a two-dimensional code for solving a problem with an information processing device, the user can solve the problem while viewing the solution displayed on the mobile terminal. In this case, for example, if the user does not carry a device for reading the two-dimensional code, there is a risk that the user will not be able to operate the information processing device while viewing the solution. Also, depending on the user, a system that allows the user to select a method for checking the solution may be more convenient from an operational standpoint. [Means for solving the problem]

[0005] An information processing device characterized by comprising: a diagnostic means for diagnosing malfunctions of the information processing device; a display means for displaying the diagnostic results by the diagnostic means and a two-dimensional code for displaying information related to the diagnostic results; and a transmission means for transmitting access information for displaying a page providing information related to the diagnostic results to a set destination via a network after displaying the diagnostic results. [Effects of the Invention]

[0006] According to the present invention, it is possible to improve usability when solving problems with an information processing device. [Brief explanation of the drawings]

[0007] [Figure 1] 1 is a block diagram showing an example of a hardware configuration of an image forming apparatus according to a first embodiment. [Figure 2] FIG. 2 illustrates an example of a software configuration of an image forming apparatus. [Figure 3] 10 is a flowchart of a process for leaving job information in a job log during printing. [Figure 4] FIG. 10 is a diagram illustrating an example of a job log. [Figure 5] FIG. 10 is a diagram showing an example of a top menu screen for diagnosing a problem with a job. [Figure 6] FIG. 10 is a diagram showing an example of a screen displaying candidate jobs for a printing problem. [Figure 7] 10 is a flowchart of a process for displaying candidate jobs for a printing problem. [Figure 8] FIG. 10 is a diagram showing a candidate job extraction table for printing troubles. [Figure 9] 10 is a flowchart illustrating a diagnostic process for a selected job in the first embodiment. [Figure 10] FIG. 10 is a diagram showing a list of solutions to printing problems. [Figure 11] FIG. 10 is a diagram showing an example of a screen displaying candidate solutions and details of a selected solution in the first embodiment. [Figure 12] FIG. 10 is a diagram illustrating an example of a flowchart when a corresponding button is pressed when a two-dimensional code cannot be read. [Figure 13] FIG. 10 is a diagram showing an example of a pop-up display that is displayed when a button corresponding to a case where a two-dimensional code cannot be read is pressed. [Figure 14] FIG. 10 is a flowchart showing details of a destination setting process. [Figure 15] FIG. 10 is a diagram showing details of the destination setting process in a pop-up format. [Figure 16] FIG. 10 illustrates an example of a troubleshooting site. [Figure 17] FIG. 10 is a diagram showing an example of a detailed display section displayed by the remote UI. [Figure 18] FIG. 10 is a diagram showing an example of a screen displaying multiple countermeasure candidates and buttons for confirming details of a selected countermeasure in the first embodiment. [Figure 19] FIG. 10 is a diagram illustrating an example of a flowchart for switching a detailed button for a diagnosis result. [Figure 20] FIG. 10 is a flowchart illustrating an example of a process for switching a detailed button for a diagnosis result according to job information. [Figure 21] FIG. 10 is a diagram illustrating an example of a flowchart for switching a detailed button for a diagnosis result depending on the diagnosis result. [Figure 22] FIG. 10 is a diagram showing an example of a screen for setting the display of diagnostic results. [Figure 23] FIG. 10 is a diagram showing an example of a setting screen when a diagnosis result setting button is pressed. DETAILED DESCRIPTION OF THE INVENTION

[0008] The present embodiment will be described below with reference to the drawings.

[0009] FIG. 1 is a diagram showing an example of the configuration of a printing system according to this embodiment. In this system, two information processing devices 101 and 100 are connected via a LAN 102. The information processing devices are devices capable of network communication with each other. In this embodiment, the information processing device 100 is an image forming device with a printing function. In the following description, the information processing device 100 will be referred to as the image forming device 100. Furthermore, the information processing device 101 will be referred to as a device different from the image forming device 100.

[0010] A user generates print data in an information processing device 101 and transmits it to an image forming device 100 from the information processing device 101 via a LAN 102. The image forming device 100 in this embodiment may be either an MFP or an SFP (Single Function Printer). A printer with multiple functions such as faxing, copying, printing, and scanning is called an MFP, and a printer with only a print function is called an SFP.

[0011] <Hardware configuration of image forming devices> An example of the hardware configuration of an image forming apparatus 100 according to the first embodiment will be described with reference to FIG. 1. A CPU 110 is a central control unit of the image forming apparatus 100 that comprehensively controls each device connected to a system bus 117. A RAM 111 is a storage device accessible by the CPU 110, and in this embodiment, is used as a work memory for the CPU 110 to operate. A ROM 112 stores programs, and the CPU 110 loads and executes the programs into the RAM 111, thereby operating each software module shown in FIG. 2 (described later). A storage unit 113 is, for example, a hard disk drive, and stores system software for various processes, acquired print data, and the like. Furthermore, authentication information for users and email addresses is registered in advance in the storage unit 113 by an administrator.

[0012] The operation unit I / F 114 is an interface unit for the operation unit 115, which has a display unit for displaying various menus and information related to print data instructed to be printed, and outputs operation screen data to the operation unit 115. The operation unit I / F 114 also transmits information input by the user via the operation unit 115 to the CPU 110. The network I / F 116 is an interface for exchanging information with other devices, such as the information processing device 101, via the LAN 102. In this embodiment, it is assumed that PDL (Page Description Language) data is received as print data from an external device. The printer 118 is a print engine that prints on a recording medium (such as paper) according to the PDL data interpreted by the CPU 110.

[0013] FIG. 2 is a diagram showing an example of the software configuration of the image forming apparatus 100. The image forming apparatus 100 has software modules 201 to 203 shown in FIG. 2. As described above, these software modules operate when the CPU 110 executes a program loaded from the ROM 112 onto the RAM 111. The data acquisition unit 201 receives PDL data. The data processing unit 202 interprets the received PDL data and executes print processing. The data processing unit 202 also records information about the PDL data and the print results in a job log. The trouble diagnosis unit 203 narrows down candidate solutions to the trouble based on the trouble information and the job log, and displays the candidate solutions on the operation unit 115. The trouble diagnosis unit 203 also displays the solution on the operation unit 115 based on the selected candidate solution.

[0014] 3 is a flowchart showing the flow of processing from obtaining PDL data to executing print processing and saving a job log, performed by the CPU 110. The flowchart will be described below.

[0015] In S301, the data acquisition unit 201 acquires PDL data via the network I / F 104. Alternatively, the PDL data may be acquired from PDL data stored in the storage unit 113 of the image forming apparatus 100. In S302, the data acquisition unit 201 acquires print information. The print information is information related to the acquired PDL data, such as information required for printing the PDL data or information to be recorded in a job log. For example, the print information includes information about the OS, driver, and application used to create the PDL data, as well as driver setting information such as paper size, paper type, and page layout. The CPU 110 analyzes the PDL data to acquire print settings attached to the PDL data. Alternatively, the print settings are acquired from the storage unit 113 of the image forming apparatus 100. The OS and application information used to create the PDL data can be acquired from the PDL data by being attached to the PDL data, or acquired separately from the PDL data via the network I / F 104.

[0016] In S303, the data processing unit 202 executes printing processing. In the printing processing, first, the acquired PDL data is analyzed and intermediate data is generated for the number of pages. Next, RIP (Raster Image Processor) processing is executed based on the generated intermediate data, and image forming processing is executed to convert it into a raster format image. Thereafter, the CPU 110 executes image processing on the raster format image, and the printer 118 prints the rasterized image after image processing on a recording medium. In the CPU 110, the data processing unit 202 executes job log saving processing in S304. In the job log saving processing, information related to the PDL data for which printing processing has been executed is left as a job log in the storage unit 113. The data processing unit 202 creates a job log DB (database) in the storage unit 113 and saves the created job log in the job log DB together with past job logs.

[0017] Figure 4 shows an example of a job log DB and a job log. In Figure 4, 400 indicates the job log DB, and 401 indicates an example of a job log. The job log stores information obtained before the start of the print process, the printed results, etc. Specific items in the job log 401 are shown below.

[0018] The job ID is a unique value that identifies the job. The start time is the time when the printing process started. The end time is the time when the printing process is completed. The print result is a value that indicates the result of the printing process, and is OK if the process ended normally, and NG if the process ended abnormally. The completion code is an identification number used to check the error message if the print result is NG. If the print result is OK, it will be "-". The job type indicates the type of job, such as fax, copy, print, or scan. The job name indicates the name of the printed file. The user name indicates the name of the user who executed the printing. The OS (Operating System) indicates the OS of the terminal on which the user executed printing, such as OS1 or OS2. The PDL type indicates the type of PDL data, such as PDL1, PDL2, etc. The driver name indicates the driver name used for printing. If no driver is used for direct printing, "--" is displayed. The driver model indicates the model applied to the driver used for printing. The application indicates the name of the application that executed the printing. The paper size indicates the paper size such as A4, B4, postcard, etc. The paper type indicates the paper type such as plain paper, thick paper, envelope, etc. The number of copies indicates how many copies of the same content are to be printed. The number of pages indicates the number of pages of the PDL data. The page layout indicates settings such as aggregate printing. The print orientation indicates whether portrait or landscape is selected. The printing method indicates the setting of single-sided or double-sided printing. The color mode indicates color, black and white, and automatic color settings. Thickness adjustment refers to the setting to make characters, lines, graphics, etc. thicker.

[0019] The items recorded in the job log introduced here are merely examples and are not limited to these. The job log DB 400 stores the job log for each job and is used to display the job history, diagnose printing problems, etc.

[0020] 5 shows an example of a top menu for diagnosing a job in which a problem has occurred. The trouble menu 500 is a display area that displays items of diagnostic content. The diagnostic content in the trouble menu 500 can be selected.

[0021] Here, as an example, the display of candidate jobs when the diagnosis content "Edges are cut off" 501 of the "Print" function is pressed will be described with reference to Fig. 5 to Fig. 8. Fig. 7 is a flowchart showing the flow of candidate job display processing performed by CPU 110.

[0022] In S701, the trouble diagnosis unit 203 displays the trouble menu 500 of Fig. 5. When the CPU 110 detects that a diagnosis content has been selected (reception means), in S703 the trouble diagnosis unit 203 acquires the candidate job extraction table 800 of Fig. 8.

[0023] When the trouble diagnosis unit 203 detects that the "edges are cut" 501 is pressed, in S704 it acquires the candidate job extraction conditions for "edges are cut" 801 from the candidate job extraction table 800. The candidate job extraction conditions for "edges are cut" 801 are jobs whose job type value matches "print".

[0024] In S705, the trouble diagnosis unit 203 checks whether a job log exists in the job log DB. If one or more job logs exist (YES in S705), the process proceeds to S706. In S706, the trouble diagnosis unit 203 acquires one job log from the job log DB 400. In S707, the trouble diagnosis unit 203 checks whether the acquired job log matches all of the extraction conditions. If all of the extraction conditions are met (YES in S707), the process proceeds to S708. If no match is found (NO in S707), the process proceeds to S709.

[0025] In step S708, if all the extraction conditions are met, the trouble diagnosis unit 203 adds the job as a candidate job. For example, the extraction condition for the candidate job "edge cut" 801 is a job whose job type value matches "print," and the job log 401 matches the condition, so it is extracted as a candidate job.

[0026] In S709, the trouble diagnosis unit 203 checks whether there are any job logs in the job log DB that have not been compared with the extraction conditions. If there are any job logs that have not been compared (YES in S710), the process returns to S706, where a new job log is acquired, and the processes of S707 and S708 are repeated. If there are no job logs that have not been compared (NO in S709), the process proceeds to S710.

[0027] In S710, the trouble diagnosis unit 203 checks whether there are any candidate jobs that meet the conditions. If there are any candidate jobs (YES in S710), the process proceeds to S711, where the candidate jobs are displayed in the candidate job display section (600) shown in FIG. 6 in the operation unit 115. If there are no job logs (NO in S705) or if there are no candidate jobs (NO in S710), in S712, as many jobs stored in the job log DB 400 as possible are displayed as a list, and then the process ends. The order in which the jobs are displayed may be the order in which they were stored in the jobs, but is not limited to this.

[0028] Here, the example shows the extraction of candidate jobs for the problem "Edges are cut off" 801, but the extraction method is the same when other diagnostic content is selected. For example, when the problem "Number of copies not printed" 802 is selected, extraction is performed according to the conditions in 802. All jobs whose job type value is "print" and whose number of copies value matches "1" are obtained from the job log DB 400 and displayed.

[0029] In this way, candidate jobs are extracted according to the conditions in the candidate job extraction table 800 in Fig. 8. However, although a method of extraction using conditions linked to troubles has been shown, candidate jobs may also be extracted in combination with conditions that are not linked to troubles (for example, extracting the most recent 50 jobs, extracting from jobs of the logged-in user, etc.). Furthermore, the conditions linked to troubles are not limited to this.

[0030] The display of the solution when the diagnosis is performed will be described with reference to FIGS. 9 to 11, taking as an example a case where trouble information "edge cut" 501 and a job 601 are received by the reception means.

[0031] 9 is a flowchart of a diagnostic means in which the CPU 110 diagnoses an information processing device based on the selected diagnostic content and job using the trouble diagnosis unit 203. After the trouble diagnosis unit 203 in the CPU 110 selects the diagnostic content "edge cut" 501, when it detects in S901 that the diagnosis button for job 601 has been pressed, it first acquires information about the diagnostic content in S902. Here, the trouble "edge cut" is acquired as the diagnostic content. Next, in S903, the trouble diagnosis unit 203 acquires the job log corresponding to the selected job. Here, it acquires the job log 401 corresponding to job 601.

[0032] In S904, the trouble diagnosis unit 203 acquires the solution list 1000 of Fig. 10. In S905, the trouble diagnosis unit 203 acquires one solution candidate from the solution list 1000, and in S906 acquires extraction conditions for determining whether to extract it as a solution candidate.

[0033] In S907, the trouble diagnosis unit 203 checks whether the acquired job log 401 matches all of the extraction conditions. If all match (YES in S907), the trouble diagnosis unit 203 proceeds to S908, adds the corresponding solution candidate to the display list, and proceeds to S909. If there are any mismatched conditions (NO in S907), the trouble diagnosis unit 203 proceeds to S909. In S909, the trouble diagnosis unit 203 checks whether there are any other solution candidates that have not been compared. If there are any solution candidates that have not been compared (YES in S909), the process returns to S905 to acquire a new solution candidate, and the processes from S906 to S908 are repeated. If there are no solution candidates that have not been compared (NO in S909), the process proceeds to S910.

[0034] When "Edges are clipped" is selected as the diagnostic content, 1001 to 1003 in the solution list 1000 correspond to solution candidates. The job log 401 is compared with each of the extraction conditions 1001 to 1003. The extraction condition for "(App: Application 1) Change page size processing" 1001 is Application = Application 1. In the job log 401, the condition is met when Application = Application 1, so the solution candidate is added to the display list. The condition for "(OS1) Edges of the print result are clipped" 1002 is Driver ≠ "-" and OS 1. In the job log 401, the condition is met when Driver = Driver 1 and OS = OS 1, so the solution candidate is added to the display list. The condition for "(OS2) Edges of the print result are clipped" 1003 is Driver ≠ "-" and OS = OS 2. In the job log 401, there are mismatched conditions, Driver = Driver 1 and OS = OS1, so the solution candidates are not added to the display list. Ultimately, solution candidates 1001 and 1002 are added to the display list.

[0035] In S910, the trouble diagnosis unit 203 checks whether there are any candidate solutions in the display list. If there are candidate solutions (YES in S910), in S911, the diagnosis results are displayed on the display unit (1100) in the operation unit 115 shown in FIG. 11. The diagnosis results include candidate solutions. In this example, two candidate solutions are displayed. When detecting the pressing of "(OS1) Edges of the printout are missing" 1002, the trouble diagnosis unit 203 displays detailed information about the selected solution in the details display unit (1110) in S912. Specifically, the display text for "(OS1) Edges of the printout are missing" 1002 in FIG. 10, an image (1111) converted from a URL (Uniform Resource Locator) indicating the troubleshooting content into a two-dimensional code, and a button (1112) are displayed. The URL is an example of access information, and other types of access information, such as path information, may be used as long as a page providing information about the diagnosis results can be displayed on any device.

[0036] The detailed display section (1110) may also include a search key for searching for detailed solutions in the text that outlines the solutions. The content is merely an example and is not limited to this.

[0037] Here, an example has been shown in which potential solutions are extracted when "Edges are cut" and job 601 are selected, but the method for extracting potential solutions is similar when other combinations of diagnostic content and other jobs are selected. For example, when "Staple (staple) / No staples / No holes punched" and job 601 are selected, potential solutions are extracted by comparing them with the conditions of potential solutions 1004 to 1006 corresponding to "Staple (staple) / No staples / No holes punched" in the solution list 1000. After comparing with the information in the job log 401 corresponding to job 601, the potential solution 1005 is finally added to the display list and displayed. In this way, when "Staple (staple) / No staples / No holes punched" is selected, only potential solutions related to "Staple (staple) / No staples / No holes punched" and the selected job are displayed.

[0038] As shown in Figure 11, the diagnostic results from the diagnostic means are displayed on the display unit. In such cases, it is often not practical to display detailed solutions or detailed causes on the display unit due to factors such as data capacity. Therefore, an image of a URL indicating the troubleshooting content converted into a 2D barcode is displayed on the display unit. The user reads the 2D barcode using a device such as a mobile terminal, and the corresponding content is displayed. In this case, the user does not always have a device capable of reading 2D barcodes. Therefore, a device is required that can present detailed countermeasures and solutions even to users who cannot use 2D barcodes. The following describes in detail the configuration that addresses these issues.

[0039] The diagnosis result displays a button 1112 as shown in Fig. 11. The button 1112 is a button for users who do not have a device capable of reading two-dimensional barcodes. This will be explained using Figs. 12 and 13, which show the flowcharts when the button 1112 is selected.

[0040] The CPU 110 detects in S1201 that a button (1112) corresponding to a case where the two-dimensional code cannot be read has been pressed, and displays a pop-up (1300) prompting transmission such as "Do you want to send troubleshooting details?" in S1202. Next, the CPU 110 detects that the "Yes" button (1301) has been pressed in the pop-up displayed in S1202 (YES in S1203), closes the pop-up (1300) in S1204, and then performs processing to set the transmission destination in S1205. Details regarding S1205 will be described later. The CPU 110 also detects that the "No" button (1302) has been pressed in the pop-up displayed in S1202 (YES in S1206). Then, the CPU 110 closes the pop-up (1300) in S1207, and then displays a "Failed to send" pop-up (1310) in S1208. Here, the CPU 110 detects that the "x" button (1311) has been pressed (YES in S1209), and closes the pop-up (1310) in S1210. The pop-up (1300) continues to be displayed until one of the buttons (1301, 1302) is pressed, and the pop-up (1310) continues to be displayed until the "x" button (1311) is pressed.

[0041] The CPU 110 determines that a destination has been set (YES in S1211) and proceeds to S1212. Alternatively, the CPU 110 determines that a destination has not been set (NO in S1211) and displays a "Not sent" pop-up (1310) in S1208. The CPU 110 generates data indicating troubleshooting details in S1212 and transmits the data to the information processing device 101 based on the information of the email address set in S1205 in S1213. The CPU 110 displays a "Sent" pop-up (1320) in S1214 and displays the email address (1321) of the destination set in S1205. The CPU 110 detects that the "X" button (1322) has been pressed (YES in S1215) and closes the pop-up (1320) in S1216. The pop-up (1320) remains displayed until the "X" button (1322) is pressed.

[0042] The data generated in S1212 may be, for example, a URL that takes you directly to troubleshooting or a URL that shows a list of troubleshooting. For example, the data may be all of the data in an electronic manual that shows the troubleshooting content, or image data that captures the troubleshooting content, or text data that directly shows the troubleshooting content. The format is not limited to a specific format. The displayed pop-up content is merely an example and is not limited to this. Furthermore, the displayed screen may be on the image forming apparatus 100 or the information processing apparatus 101. Examples of troubleshooting displays and display screens will be described in detail below.

[0043] On the other hand, transmitting a URL is preferable to captured image data, etc., because it reduces the amount of data held by the information processing device 100. Furthermore, the data generated in this embodiment differs depending on the results of the diagnosis made by the diagnosis means. More specifically, it changes depending on the solution candidate (1001, 1002) selected in Figure 11. By transmitting a URL corresponding to the selected solution candidate, the user can directly access a solution to the problem they wish to resolve.

[0044] 14, 15A, 15B, and 15C are a flowchart and an example of a pop-up display showing details of the destination setting process. The image forming apparatus 100 of this embodiment is an apparatus capable of user authentication. The CPU 110 checks whether the user is logged in to the image forming apparatus 100 using card authentication or the like. If the user is not logged in (YES in S1401), the CPU 110 displays a pop-up (1500) prompting the user to set an email address, such as "Do you want to set an email address?", in S1402. The CPU 110 detects that the "Yes" button (1501) in the displayed pop-up (1500) has been pressed (YES in S1403), closes the pop-up (1500) in S1404, and then displays an email address input key (1510) in S1405. The CPU 110 detects that the "No" button (1502) in the pop-up displayed in S1402 has been pressed (YES in S1406), and closes the pop-up (1500) in S1407. The pop-up (1500) remains displayed until one of the buttons (1501, 1502) is pressed.

[0045] The CPU 110 detects that the "OK" button (1511) has been pressed (YES in S1408), sets an email address based on the information entered in S1409, and then closes the email address input keys (1510) in S1410. After NO in S1410 or S1401, the CPU 110 displays a pop-up (1520) for "Confirm destination email address" in S1411. The displayed pop-up (1520) displays an email address obtained from the email address input keys or authentication information registered in the storage unit 113. The CPU 110 detects that the "Cancel" button (1512) has been pressed (YES in S1412), and closes the email address input keys (1510) in S1413. The CPU 110 detects that the "Yes" button (1521) has been pressed from the displayed pop-up (1520) (YES in S1414), and closes the pop-up (1520) in S1415. The CPU 110 detects that the "No" button (1522) has been pressed in the displayed pop-up (1520) (YES in S1416), closes the pop-up (1520) in S1417, and then returns to S1405. The pop-up (1510) remains displayed until one of the buttons (1511, 1512) is pressed, and the pop-up (1520) similarly remains displayed until one of the buttons (1521, 1522) is pressed.

[0046] In this embodiment, the method of inputting and setting the destination email address using the email address input key (1510) has been shown, but a registration means for registering the destination email address in advance may be provided. It is preferable to have a registration means, as this allows the registered email address to be set as the destination with one touch.

[0047] 16(A) and (B) show examples of sites related to troubleshooting.

[0048] FIG. 16(A) shows an example of a troubleshooting site displayed when accessed from the data transmitted in S1213. Display unit 1600 includes display unit 1601, which displays specific details about the problem, and display unit 1602, which presents solutions. FIG. 16(B) shows an example of a troubleshooting site displayed when a two-dimensional code image (1111) is read. Display unit 1610 displays display unit 1611, which displays links to solutions for each exit code based on the search key displayed in the details display unit (1110). Display unit 1610 also displays display unit 1612, which displays links to solutions for each search code. Regarding each troubleshooting site example, FIG. 16(A) allows direct access to the specific details of the problem. However, because the display content needs to be changed and saved for each diagnostic result, it is more efficient from a memory perspective to use it in cases like S1213, where data is sent directly without generating and saving a two-dimensional code. On the other hand, in FIG. 16(B), the display content does not depend on the diagnostic result. Therefore, it is only necessary to convert the common display content into a two-dimensional code only once and store only one piece of data. From a memory standpoint, it is therefore more efficient to use a pre-converted two-dimensional code (1111) when displaying it in the detailed display section (1110). Note that the sites displayed and their access methods are merely examples and are not intended to be limiting.

[0049] 17 shows an example of a detailed display section (1710) displayed by a remote UI (User Interface). The remote UI displays (1700) the operation unit 115 of the image forming apparatus 100 on a browser of the information processing apparatus 101 via the LAN 102. When displayed on the information processing apparatus 101, when the detailed display section (1710) is opened, a button (1711) is provided to transition to a site that directly displays troubleshooting, rather than a two-dimensional code. Note that the example of the site displayed is merely an example and is not limiting.

[0050] (Further embodiments) In addition to the options 1112 in FIG. 11, examples of options that the user can select to provide the user with information about the diagnosis results are further described below.

[0051] FIG. 18 shows a configuration in which a button 1801 for "printing the diagnostic results" and a button 1802 for "displaying details of the diagnostic results on the printer screen" are provided on the display unit (FIG. 11) that appears when one of the candidate solutions (1001) is selected.

[0052] When CPU 110 detects a print instruction issued by pressing button 1801 to "print diagnostic results," it acquires details of the diagnostic results from storage device 113 and prints them on paper. The printed content includes information related to solutions displayed in FIG. 18, information on the diagnostic results, a QR code (registered trademark), access information such as a URL included in the QR code, and the like. In addition, identification information and network address of the image forming device, information on the logged-in user currently operating, and the like may also be printed.

[0053] When the CPU 110 detects that the button 1802 for "displaying details of diagnostic results on the printer screen" has been pressed, it acquires details of the diagnostic results from the storage device 113 and displays them in the details display section (1110).

[0054] Depending on the diagnostic results, there may be cases where the data cannot be sent directly, or where it is easier to check the details by displaying them on a printer screen or printing them out. Therefore, it is preferable to be able to check the details of the diagnostic results using multiple means depending on the configuration, such as when there is sufficient memory. Note that the means for displaying and acquiring the details of the diagnostic results are merely examples and are not limited to these. For example, if there is a server or the like that stores the detailed information, the information may be acquired via the LAN 102 rather than the storage device 113.

[0055] FIG. 19 shows a flowchart for switching the diagnostic result detail button in accordance with the diagnostic result and job information. The CPU 110 detects that the trouble menu has been pressed (S1901) and activates each of the diagnostic result detail buttons 1112, 1801, and 1802. Here, "activating" refers to displaying the button on the display unit. The CPU 110 detects that the diagnosis button has been pressed from the candidate job display unit (600) (S1902) and disables buttons that do not need to be displayed by button switching processing in accordance with the job information (S1903). Here, "disabling" refers to not displaying the button on the display unit. Details of the processing of S1903 will be described later. The CPU 110 detects that a solution has been pressed from among the solution candidates (S1904) and performs button switching processing in accordance with the diagnostic result (S1905). Details of the processing of S1905 will be described later. The CPU 110 displays the enabled buttons, excluding the buttons disabled in S1903 and S1905, as details of the diagnostic results (S1906). Switching between the buttons 1112, 1801, and 1802 depending on the diagnostic results and job information is preferable from the viewpoint of user ease of use. The displayed button switching method and timing are merely examples and are not limiting. For example, the switching method may be determined based not only on the diagnostic results and job information but also on information about the image forming apparatus 100, such as disabling the "Print Results" button if there is no paper, or disabling the "If Unreadable" button if the security environment is set to an Internet connection prohibition type. Furthermore, the diagnostic results and job information may be combined to comprehensively determine whether to display the buttons, or a process of switching based on either one or a single determination criterion may be used.

[0056] 20 shows a flowchart of the button switching process (S1903) according to the job information. The CPU 110 acquires a job log from the job log DB 400 (S2001). If the job's OS information indicates that it was submitted from a mobile terminal (YES in S2002), the CPU 110 disables the "Display diagnostic result details on printer screen" button 1802 (S2003), and if the job was not submitted from a mobile terminal (NO in S2002), the process simply ends. Note that switching the button according to the job's OS information is one example, and this is not limiting.

[0057] FIG. 21 shows a flowchart of the button switching process (S1905) according to the diagnosis result. The CPU 110 acquires detailed solution information from the solution list 1000 (S2101). If the detailed solution information indicates a problem on the host side (YES in S2102), the CPU 110 disables the "Display detailed diagnosis result on printer screen" button 1802, and if the problem is not on the host side (NO in S2102), the process proceeds. Here, a host side problem refers to a problem that can only be solved on the information processing apparatus 101 side that generates the print data, such as a diagnosis result that is determined to be "invalid driver." If the detailed solution information indicates a network problem (YES in S2104), the CPU 110 disables the "If cannot read" button 1112 (S2105), and if the problem is not on the network (NO in S2104), the process ends. Here, a network problem refers to a problem in which data cannot be sent from the image forming apparatus 100 to the information processing apparatus 101, such as a diagnosis result that "there is a problem with the network environment." Note that switching buttons according to host-side or network problems is an example, and is not limited to this.

[0058] Fig. 22 is a diagram showing an example of a screen for setting the display of diagnostic results. The display unit (Fig. 11) is configured to have a "diagnosis result screen setting" button 2201. From the user's perspective, it is preferable to have a configuration that allows disabled buttons 1112, 1801, 1802 and the two-dimensional code (1111) to be enabled by setting. Note that the example of the displayed screen is an example and is not limited to this.

[0059] 23 is a diagram showing an example of a setting screen that appears when the diagnostic result setting button is pressed. The CPU 110 detects that the "diagnostic result screen setting" button 2201 has been pressed, and displays a pop-up (2300) for setting the display of diagnostic results. The displayed content is a two-dimensional code (1111), an "If unreadable" button (1112), a "Print diagnostic results" button (1801), and a "Display diagnostic results details on printer screen" button (1802) for display examples (2301, 2302, 2303, 2304), along with their respective "Display" buttons (2305, 2306, 2307, 2308) and "Do not display" buttons (2309, 2310, 2311, 2312). In this example, the two-dimensional code (2301) is set to display (2305), the print (2302) is set to display (2306), the printer screen (2303) is set to not display (2311), and the send (2304) is set to display (2308). The "x" button 2313 closes the screen settings. Note that the displayed setting screen example is an example, and is not limited to this.

[0060] <Other embodiments> It may be a control program that can be stored in a computer-readable storage medium. It may also be realized by supplying a program that realizes one or more functions of the above-described embodiments to a system or device via a network or a storage medium, and having one or more processors in the computer of the system or device read and execute the program. It may also be realized by a circuit (e.g., ASIC) that realizes one or more functions. [Explanation of symbols]

[0061] 100 Image forming device 101 Information processing equipment (other equipment) 110 CPU 115 Operation section 203 Trouble diagnosis department

Claims

1. An information processing device, a diagnostic means for diagnosing a malfunction of the information processing device; a display means for displaying a diagnosis result by the diagnosis means and a two-dimensional code for displaying information about the diagnosis result; a transmitting means for transmitting access information for displaying a page providing information about the diagnostic result to a set destination via a network after the diagnostic result is displayed; An information processing device comprising:

2. the access information is changed in accordance with the diagnosis result obtained by the diagnosis means.

2. The information processing apparatus according to claim 1, wherein:

3. The device further includes a receiving means for receiving a selection of one or more diagnostic contents from a plurality of diagnostic contents. the diagnostic means performs a diagnosis based on the one or more diagnostic contents received by the receiving means.

2. The information processing apparatus according to claim 1, wherein:

4. The receiving means further receives a selection of one or more jobs from among the jobs executed by the information processing device; the diagnostic means performs a diagnosis based on the one or more selected diagnostic contents and the one or more selected jobs; 4. The information processing apparatus according to claim 3,

5. a registration means for registering the destination to which the transmission means transmits; 2. The information processing apparatus according to claim 1, further comprising:

6. further comprising an authentication means for authenticating a user; the transmitting means transmits the access information to a destination associated with the authenticated user.

2. The information processing apparatus according to claim 1, wherein:

7. and a printing means for printing on paper.

2. The information processing apparatus according to claim 1, wherein:

8. the printing means prints the diagnostic result on paper in response to a print instruction given after the display of the diagnostic result.

8. The information processing apparatus according to claim 7,

9. An image forming apparatus for executing a job, a diagnostic unit for diagnosing a problem related to a job executed by the information processing device; a display means for displaying a diagnosis result by the diagnosis means and a two-dimensional code for displaying information about the diagnosis result; The image forming apparatus is characterized in that the display means further displays options that the user can select in order to provide the user with information about the diagnostic result, together with the diagnostic result and the two-dimensional code.

10. The image forming device according to claim 9, characterized in that the options include at least one of an option for sending access information for displaying a page providing information about the diagnostic result to a set destination via a network, an option for displaying a page providing information about the diagnostic result on the image forming device, and an option for printing the diagnostic result on paper.

11. A control method for an information processing device, comprising: a diagnostic step of diagnosing a malfunction of the information processing device; a display step of displaying the diagnosis result in the diagnosis step and a two-dimensional code for displaying information about the diagnosis result; a transmitting step of transmitting, after displaying the diagnostic result, access information for displaying a page providing information about the diagnostic result to a set destination via a network; A control method comprising:

12. A control method for an image forming apparatus that executes a job, comprising: a diagnostic step of diagnosing a problem related to a job executed by the information processing device; a display step of displaying a diagnosis result in the diagnosis step and a two-dimensional code for displaying information about the diagnosis result, The control method is characterized in that in the display step, options that the user can select to provide the user with information about the diagnostic result are displayed together with the diagnostic result and the two-dimensional code.

13. Computers as information processing devices a diagnostic means for diagnosing a malfunction of the information processing device; a display means for displaying a diagnosis result by the diagnosis means and a two-dimensional code for displaying information about the diagnosis result; a program for functioning as a transmitting means for transmitting, to a set destination via a network, access information for displaying a page providing information about the diagnostic result after the diagnostic result is displayed;

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