Log management server, log management method, and log management program

Abstract

To provide an error recovery operation procedure to a user.SOLUTION: A log management server includes: a log analysis unit that analyzes log information related to error recovery of a plurality of electronic apparatuses; an inquiry reception unit that receives an inquiry about a recovery operation procedure of a specific error from a specific electronic apparatus; and a recovery operation procedure provision unit that selects a plurality of recovery operation procedures of the specific error based on analysis results and provides the selected plurality of recovery operation procedures to the specific electronic apparatus.SELECTED DRAWING: Figure 4

Description

[Technical Field]

[0001] The present disclosure relates to a log management server, a log management method, and a log management program that manage log information related to error recovery in multiple electronic devices. [Background technology]

[0002] When an error occurs during operation of an electronic device such as an image forming device, the user attempts to repair the error by referring to the manual. However, even if the user follows the procedures described in the manual, there are cases where it is difficult to repair the error due to differences in usage conditions, etc. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2017-27124 [Patent Document 2] Japanese Patent Application Laid-Open No. 2017-17611 Summary of the Invention [Problem to be solved by the invention]

[0004] According to Patent Document 1, log information from an image forming device is analyzed for both error and normal logs, and a failure prediction logic is created based on the items and conditions that affect the error, and this logic is sent to image forming devices connected to a network to predict failures. Patent Document 1 is intended to predict failures, but does not disclose what happens after a failure has occurred.

[0005] In view of the above circumstances, an object of the present disclosure is to provide a user with an error recovery operation procedure. [Means for solving the problem]

[0006] A log management server according to an embodiment of the present disclosure includes: a log analysis unit that analyzes log information related to error repairs of a plurality of electronic devices; an inquiry reception unit that receives an inquiry about a repair operation procedure for a specific error from a specific electronic device; a repair operation procedure providing unit that selects a plurality of repair operation procedures for the specific error based on the analysis result and provides the selected plurality of repair operation procedures to the specific electronic device; It is equipped with:

[0007] A log management method according to an embodiment of the present disclosure includes: The log management server computer is Analyzes log information related to error repairs on multiple electronic devices, Accepts inquiries about repair procedures for specific errors from specific electronic devices, A plurality of repair operation procedures for the specific error are selected based on the analysis result, and the selected plurality of repair operation procedures are provided to the specific electronic device.

[0008] A log management program according to an embodiment of the present disclosure includes: The log management server computer, a log analysis unit that analyzes log information related to error repairs of a plurality of electronic devices; an inquiry reception unit that receives an inquiry about a repair operation procedure for a specific error from a specific electronic device; a repair operation procedure providing unit that selects a plurality of repair operation procedures for the specific error based on the analysis result and provides the selected plurality of repair operation procedures to the specific electronic device; Operate as. [Effects of the Invention]

[0009] According to the present disclosure, an error recovery procedure can be provided to the user.

[0010] The effects described here are not necessarily limited to those described herein, and may be any of the effects described in this disclosure. [Brief explanation of the drawings]

[0011] [Figure 1]1 illustrates a log management system according to an embodiment of the present disclosure. [Figure 2] 1 shows a hardware configuration of an image forming apparatus when the electronic device is an image forming apparatus. [Figure 3] 1 shows the functional configuration of a log management server. [Figure 4] 1 shows the operation flow of the log management system. [Figure 5] 10 is a flowchart of a log management server. [Figure 6] An example of a database is shown below. DETAILED DESCRIPTION OF THE INVENTION

[0012] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings.

[0013] 1. Log Management System

[0014] FIG. 1 illustrates a log management system according to an embodiment of the present disclosure.

[0015] The log management system 1 includes a log management server 20 and a plurality of electronic devices 10 connected to the log management server 20 via a network N. The electronic devices 10 are, for example, image forming devices such as MFPs (Multifunction Peripherals), and may be referred to as image forming devices 10 hereinafter. The electronic devices 10 transmit their own log information (operation logs, job logs, operation logs, etc.) to the log management server 20. The log management server 20 analyzes the log information from the electronic devices 10.

[0016] 2. Image forming equipment

[0017] FIG. 2 shows the hardware configuration of an image forming apparatus when the electronic device is an image forming apparatus.

[0018] The image forming apparatus 10 includes a control circuit 100 that constitutes a computer. The control circuit 100 is composed of a processor, such as a CPU 11a (Central Processing Unit), a RAM 11b (Random Access Memory), a ROM 11c (Read Only Memory), and dedicated hardware circuits, and is responsible for overall operational control of the image forming apparatus 10. The CPU 11a loads an information processing program stored in the ROM 11c into the RAM 11b and executes it to perform the operations described in the operational flow below and control the display and operational input of the touch panel 17. The ROM 11c permanently stores the programs and data executed by the CPU 11a. The ROM 11c is an example of a non-transitory computer-readable recording medium.

[0019] The control circuit 100 is connected to an image reading unit 12 (image scanner), an image processing unit 14 (including a GPU (Graphics Processing Unit)), an image memory 15, an image forming unit 16 (printer), a touch panel (front panel) 17 which is an operation unit equipped with a display unit 17a, a large-capacity non-volatile storage device 18 such as an HDD (Hard Disk Drive) or an SSD (Solid State Drive), a facsimile communication unit 19, and a network communication interface 13 (communication unit). The control circuit 100 controls the operation of each of the above-mentioned connected units and transmits and receives signals or data to and from each unit. The operation unit of the touch panel 17 is one form of input device, and a voice input device including a microphone may be provided as the input device.

[0020] 3. Functional configuration of the log management server

[0021] FIG. 3 shows the functional configuration of the log management server.

[0022] In the control circuit 200 constituting the computer of the log management server 20, the CPU operates as a log analysis unit 201, an inquiry reception unit 202, and a repair operation procedure provision unit 203 by loading a program recorded in the ROM into the RAM and executing it.

[0023] 4. Log management system operation flow

[0024] Figure 4 shows the operation flow of the log management system, and Figure 5 is a flowchart of the log management server.

[0025] As a premise, when an error occurs and the user performs an error recovery operation, each electronic device 10 transmits log information related to the error recovery to the log management server 20. The log information includes the type of error event, setting conditions, recovery operation procedure, error recovery result, and operation time.

[0026] The error event type is identification information that identifies an error such as a "paper jam." The setting conditions are, for example, the setting conditions when the error "paper jam" occurs, and include the "number of copies, paper type (cardboard, plain paper, etc.)," ​​etc. The repair operation procedure is a series of procedures performed by the user to repair the error. The error repair result indicates success or failure. The operation time is the length of time required for the series of operations performed by the user to repair the error.

[0027] The log analysis unit 201 of the log management server 20 receives log information related to error repair from each electronic device 10 as needed (step S1). The log analysis unit 201 analyzes the log information related to error repair from the plurality of electronic devices 10 (step S2). Specifically, the log analysis unit 201 collects and analyzes the error event type, setting conditions, repair operation procedures, error repair results, and operation time from the log information related to error repair received from each electronic device 10, thereby creating a database 210 in which a plurality of repair operation procedures are compiled for each error identified by the error event type. At this time, the log analysis unit 201 accumulates log information not only for cases where error resolution was successful, but also for cases where error resolution failed, in the database 210. The log analysis unit 201 calculates the success rate of each of the plurality of repair operation procedures for the error event type and a representative value (e.g., average value) of the operation time, and accumulates these in the database 210.

[0028] FIG. 6 shows an example of the database.

[0029] The database 210 is linked to a specific error (e.g., paper jam) identified by the error event type. The log analysis unit 201 accumulates multiple different repair operation procedure data 210a for a specific error in the database 210. Each piece of repair operation procedure data 210a includes an operation procedure ID 211, a success rate 212, setting conditions 213, a repair operation procedure 214, and operation time 215. The repair operation procedure 214 is the type and order of a series of operations performed by a user for an error (e.g., paper jam) linked to the database 210. The repair operation procedures 214 included in the multiple repair operation procedure data 210a are all different. The operation procedure ID 211 is an ID that identifies the repair operation procedure 214. The success rate 212 is the success rate of error resolution by the repair operation procedure 214. The setting conditions 213 are all setting conditions (number of copies, paper type, etc.) of the multiple electronic devices 10 when the repair operation procedure 214 is executed. The operation time 215 is a representative value (for example, an average value) of the operation time when the repair operation procedure 214 is executed.

[0030] On the other hand, when a specific error occurs in a certain electronic device 10, the electronic device 10 transmits an inquiry about a procedure for repairing the error to the log management server 20. The inquiry reception unit 202 of the log management server 20 receives the inquiry about a procedure for repairing the error from the electronic device 10 (step S3, YES).

[0031] The repair operation procedure providing unit 203 of the log management server 20 refers to a database 210 linked with an error event type that identifies a specific error related to the inquiry. The repair operation procedure providing unit 203 selects multiple repair operation procedures for the specific error from the database 210 in which the analysis results by the log analysis unit 201 are accumulated, and provides the selected multiple repair operation procedures to the electronic device 10 (step S4). For example, the repair operation procedure providing unit 203 may select a predetermined number (e.g., five) of repair operation procedures 214 from the multiple repair operation procedures 214 for the specific error in descending order of success rate 212, smallest representative value of operation time 215, most common setting condition 213, or the like, and provide them to the electronic device 10. The repair operation procedure providing unit 203 may further provide the electronic device 10 with the priority order (for example, the order of highest success rate 212, the order of smallest representative value of operation time 215, the order of most common setting conditions 213, etc.), the success rate 212 of each of the multiple repair operation procedures 214, the representative value of operation time 215 of each of the multiple repair operation procedures 214, and the setting conditions 213 when each of the multiple repair operation procedures 214 is executed.

[0032] The electronic device 10 receives the repair operation procedure 214, priority, success rate 212, operation time 215, and setting conditions 213 from the log management server 20. The electronic device 10 notifies the user of the received repair operation procedure 214, priority, success rate 212, operation time 215, and setting conditions 213. Methods for notifying the user of the repair operation procedure 214 include updating the help or providing it as a video. If the operation procedure does not have a 100% success rate, the user can recognize that performing the same operation may sometimes be successful and sometimes not. The user refers to the repair operation procedure 214 and operates the electronic device 10 to attempt to repair the error.

[0033] When a user performs an error repair operation, the electronic device 10 transmits log information related to the error repair to the log management server 20. The electronic device 10 transmits the log information related to the error repair even if the error repair result is "failed." Furthermore, when a user performs multiple different operation procedures and the error repair results are "failed," the electronic device 10 transmits log information related to the multiple error repairs each time.

[0034] The log analysis unit 201 of the log management server 20 receives log information from the electronic device 10 (step S5). The log information includes the error event type, setting conditions, repair operation procedure, error repair result (success or failure), and operation time. Every time the log analysis unit 201 receives log information (success or failure) related to error repair from the electronic device 10, it analyzes the log information related to error repair of the electronic device 10 and stores it in the database 210.

[0035] When the repair operation procedure providing unit 203 receives log information from the electronic device 10 including error repair results indicating failure for all of the multiple repair operation procedures provided to the electronic device 10 (step S6, YES), it selects multiple different repair operation procedures and provides the selected multiple different repair operation procedures to the electronic device 10 (step S4).

[0036] 5. Conclusion

[0037] When an error occurs during operation of an electronic device such as an image forming device, the user attempts to repair the error by referring to the manual. However, even if the user follows the procedures described in the manual, there are cases where it is difficult to repair the error due to differences in usage conditions, etc.

[0038] In this invention, log information on successful and unsuccessful error repair attempts is collected from image forming devices connected to a network, and operational procedures corresponding to various error events are analyzed along with attribute information (setting conditions, operation time, operation results) and stored in a database. When a user inquires about error repair procedures from a management server, the management server notifies the user of the repair procedure related to the inquired event from among the collected error repair procedures. This makes it possible to provide the user with the most optimal error repair operation procedure. In this case, by adding attributes related to the operation method to the repair procedure, it is possible to provide the user with multiple repair procedures. A characteristic of this system is that it includes the resolution rate, operation time, and operation result (repair success / failure) so that the user can select. Multiple error repair operation procedures may be provided, and the resolution procedures can be presented by prioritizing them, such as operation procedures with a high resolution rate or operation procedures with a short resolution time.

[0039] By providing the user with multiple error repair operation procedures that include attributes (resolution rate, operation time, operation result (repair success / failure)), the user can select an error repair operation procedure while also referring to the attribute information, and can resolve errors efficiently.By including procedures that fail in the error repair operation procedures provided, the user can know that the error cannot be resolved with that error repair operation procedure, and can also prevent rework.

[0040] Although the embodiments and modified examples of the present technology have been described above, the present technology is not limited to the above-described embodiments, and it goes without saying that various modifications can be made within the scope of the gist of the present technology. [Explanation of symbols]

[0041] 1. Log Management System 10 Electronic equipment 20 Log Management Server 200 Control circuit 201 Log Analysis Department 202 Inquiry Reception Department 203 Repair Operation Procedures Department 210 databases 210a Repair Operation Procedure Data 211 Operation Procedure ID 212 success rate 213 Setting conditions 214 Repair Operation Procedure 215 operating hours

Claims

1. a log analysis unit that analyzes log information related to error repairs of a plurality of electronic devices; an inquiry reception unit that receives an inquiry about a repair operation procedure for a specific error from a specific electronic device; a repair operation procedure providing unit that selects a plurality of repair operation procedures for the specific error based on the analysis result and provides the selected plurality of repair operation procedures to the specific electronic device; A log management server comprising:

2. 2. The log management server according to claim 1, The log information includes an error type, a setting condition, a repair operation procedure, an error repair result indicating success or failure, and an operation time. The log analysis unit calculates a success rate of each of a plurality of recovery operation procedures for each error type and a representative value of operation time. Log management server.

3. 2. The log management server according to claim 1, The repair operation procedure providing unit A predetermined number of repair operation procedures are provided to the specific electronic device in descending order of success rate from among the plurality of repair operation procedures for the specific error. Log management server.

4. 2. The log management server according to claim 1, The repair operation procedure providing unit the success rate of each of the plurality of repair operation procedures; a representative value of the operation time of each of the plurality of repair operation procedures; and / or Setting conditions when each of the plurality of repair operation procedures is executed to the specific electronic device. Log management server.

5. 5. The log management server according to claim 1, When the repair operation procedure providing unit receives, from the specific electronic device, log information including error repair results indicating failure for all of the plurality of repair operation procedures provided to the specific electronic device, it selects a plurality of different repair operation procedures and provides the selected plurality of different repair operation procedures to the specific electronic device. Log management server.

6. The log management server computer is Analyzes log information related to error repairs on multiple electronic devices, Accepts inquiries about repair procedures for specific errors from specific electronic devices, Selecting a plurality of repair operation procedures for the specific error based on the analysis result, and providing the selected plurality of repair operation procedures to the specific electronic device. Log management methods.

7. The log management server computer, a log analysis unit that analyzes log information related to error repairs of a plurality of electronic devices; an inquiry reception unit that receives an inquiry about a repair operation procedure for a specific error from a specific electronic device; a repair operation procedure providing unit that selects a plurality of repair operation procedures for the specific error based on the analysis result and provides the selected plurality of repair operation procedures to the specific electronic device; A log management program that acts as a

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