Information processing apparatus, image forming apparatus, system, information processing method, and program

Abstract

To diagnose in more detail a cause of the occurrence of trouble in a job.SOLUTION: An information processing apparatus for processing a transmission job for transmitting a mail, has: setting means that sets in advance a value of a parameter used for communication with a mail server to execute the transmission job; execution means that executes the transmission job by using the set value of the parameter; diagnosis means that conducts diagnosis on the transmission job failed to be executed, among the transmission jobs executed by the execution means, by communicating with the mail server by using a value of the parameter different from the set value of the parameter; and specification means that specifies a cause of the failure in the execution of the transmission job on the basis of the diagnosis conducted by the diagnosis means.SELECTED DRAWING: Figure 10

Description

[Technical Field]

[0001] The present disclosure relates to a process for performing job diagnostics. [Background technology]

[0002] There are image forming devices that can perform processes such as printing images, sending images by email, and sending images by fax. When an image forming device performs these processes, an error may occur, or the output may not be as expected. When such a problem occurs, if the user cannot resolve the problem themselves, they must contact a call center or request the dispatch of a service technician, which can take time to resolve the problem.

[0003] Patent Document 1 describes that when an interconnection error occurs between a multifunction device and another multifunction device, a method for dealing with the connection error is displayed on the display unit. If the method for dealing with the connection error is displayed on the display unit as in Patent Document 1, the user can solve the problem by themselves. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2017-174171 Summary of the Invention [Problem to be solved by the invention]

[0005] However, there may be multiple possible causes of an error, and in this case, the method of Patent Document 1 displays a corresponding remedy for each of the multiple possible causes of the error. In this way, when there are many possible causes of the error, the user must try all of the displayed remedy methods one by one, which places a burden on the user. [Means for solving the problem]

[0006] The information processing device disclosed herein is an information processing device that analyzes an email sending job, and is characterized by having a setting means for pre-setting parameter values ​​to be used for communication with a mail server to execute the job, an acquisition means for acquiring error identification information based on a notification when execution of the job using the set parameter values ​​fails, and an identification means for identifying the cause of the failure to execute the job based on the results of communication with the mail server using the parameter values ​​changed based on the error identification information. [Effects of the Invention]

[0007] According to the technology of the present disclosure, the cause of a problem occurring in a job can be diagnosed in more detail. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 shows the system configuration. [Figure 2] FIG. 2 is a diagram showing the hardware configuration of a controller unit of the image forming apparatus. [Figure 3] FIG. 2 is a block diagram showing the functional configuration of a controller unit of the image forming apparatus. [Figure 4] A sequence to explain the flow of an email sending job. [Figure 5] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 6] 10 is a sequence for explaining a comparative example of error diagnosis; [Figure 7] FIG. 10 is a diagram showing an example of a job history screen. [Figure 8] FIG. 10 is a diagram showing an example of a device operating status screen. [Figure 9] FIG. 10 is a diagram showing an example of an error diagnosis result screen. [Figure 10] 10 is a sequence for explaining a process when an error diagnosis and an additional diagnosis are performed. [Figure 11] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 12] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 13] 10 is a sequence and flowchart for explaining additional diagnosis. [Figure 14] 10 is a sequence and flowchart for explaining additional diagnosis. [Figure 15] 10 is a sequence and flowchart for explaining additional diagnosis. [Figure 16] 10 is a sequence and flowchart for explaining additional diagnosis. [Figure 17] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 18] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 19] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 20] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. [Figure 21] FIG. 4 is a diagram showing an example of a screen displayed on a touch panel of the image forming apparatus. DETAILED DESCRIPTION OF THE INVENTION

[0009] An embodiment of the technology of the present disclosure will be described with reference to the drawings. Not all of the features described in the following embodiments are necessarily essential to the solution of the technology of the present disclosure. In the following embodiments, a method will be described in which, if further diagnosis is required after an image forming apparatus diagnoses a problem (error) that occurs during job execution, parameters are changed and the apparatus connects to a server to perform additional diagnosis. In the following embodiments, as an example, the job is an email transmission job, and the problem is a problem that prevents email transmission, but the problem is not limited to a problem during email transmission.

[0010] <Embodiment 1> [System Configuration] Fig. 1 shows an example of a system configuration of this embodiment. The system in this embodiment includes an image forming apparatus 100 and a mail server 110. The image forming apparatus 100 and the mail server 110 are connected to each other via a network 130. In this embodiment, the network 130 may be either a wireless connection or a wired connection. Note that the information processing server 120 shown in Fig. 1 does not necessarily have to be included in the system in this embodiment.

[0011] The image forming apparatus 100 is an information processing apparatus realized by an MFP (Multi-Function Peripheral) or the like having multiple functions such as printing, scanning, and faxing. The image forming apparatus 100 scans images, prints images on a printer, and sends and receives emails via a mail server 110. The image forming apparatus 100 has an operation unit 102 that inputs and outputs data from and to a user, a printer unit 103 that outputs electronic data to paper media, and a scanner unit 104 that reads paper media and converts it into electronic data. The operation unit 102, printer unit 103, and scanner unit 104 are connected to a controller unit 101 and function as a multifunction peripheral under the control of the controller unit 101. The operation unit 102 has the functions of a display unit that displays a UI screen and an input unit that accepts user input. The operation unit 102 includes, for example, a display unit with a touch panel function and physical buttons.

[0012] The mail server 110 has an email service 111 and a mailbox 112. The email service 111 receives instructions from the image forming apparatus 100 and provides an email sending function in accordance with the Simple Mail Transfer Protocol (SMTP) defined in RFC5321. It also receives instructions from the image forming apparatus 100 and provides a mail receiving function for emails stored in the mailbox 112 in accordance with POP defined in RFC5034 and IMAP defined in RFC3501. POP stands for Post Office Protocol, and IMAP stands for Internet Message Access Protocol.

[0013] Figure 1 illustrates a configuration for explaining the technology of the present disclosure, so as long as it can implement the technology of the present disclosure, it may include configurations other than the configuration of Figure 1, and the connection configuration between each component is not limited to that of Figure 1.

[0014] [Hardware configuration of the controller] 2 is a block diagram showing the hardware configuration of the controller unit 101 of the image forming apparatus 100. The controller unit 101 is a control unit of the image forming apparatus 100, and can cause the image forming apparatus 100 to function as an information processing apparatus or an image processing apparatus. The controller unit 101 has a CPU 201, a DRAM 202, an I / O controller 203, a network I / F 204, a SATA I / F 205, and a panel I / F 206. The controller unit 101 also has a printer I / F 207, a scanner I / F 208, a fax I / F 209, and a flash ROM 210.

[0015] The CPU 201 performs the main arithmetic processing within the controller unit 101 .

[0016] The CPU 201 is connected to the DRAM 202 via a bus, and the DRAM 202 is used by the CPU 201 as a working memory for temporarily storing program data for issuing operational instructions during the CPU 201's operation and data to be processed.

[0017] The CPU 201 is connected to an I / O controller 203 via a bus, and the I / O controller 203 performs input and output to various devices according to instructions from the CPU 201. A SATA (Serial Advanced Technology Attachment) I / F 205 is connected to the I / O controller 203, and a flash ROM 210 is connected to the SATA I / F 205. The CPU 201 uses the flash ROM 210 to permanently store programs for realizing the image forming apparatus 100 as an image processing apparatus or an information processing apparatus, and document files. Instead of the flash ROM 210, a large-capacity storage device such as an HDD may be connected to the CPU 201.

[0018] A network I / F 204 is connected to the I / O controller 203, and a wired LAN device or a wireless LAN device is connected to the network I / F 204. The CPU 201 realizes communication on the network 130 by controlling the wired LAN device or the wireless LAN device via the network I / F 204.

[0019] A panel I / F 206 is connected to the I / O controller 203, and the CPU 201 performs input and output for the user to the operation unit 102 via the panel I / F 206. The CPU 201 operates as a display control unit that controls the screen displayed on the touch panel of the operation unit 102, and as an operation control unit that controls user input to the operation unit 102. Note that, in the present embodiment, the operation unit 102 including the display unit is described as being present in the image forming apparatus 100, but at least one of the display unit and the operation unit may be present as a separate device outside the image forming apparatus 100.

[0020] The image forming apparatus 100 may be an apparatus that can be remotely controlled from an external apparatus such as the information processing server 120 .

[0021] Various applications for realizing various functions exist in the image forming apparatus 100. For example, the functions realized by the applications include a copy function, an email transmission function, a fax function, a box function, and the like.

[0022] When the copy function is executed, the CPU 201 first detects a copy instruction from the user. To detect the copy instruction, the CPU 201 loads program data from the Flash ROM 210 into the DRAM 202 via the SATA I / F 205. Next, the CPU 201 detects a copy instruction issued by the user operating the operation unit 102 via the panel I / F 206 in accordance with the program loaded into the DRAM 202. Upon detecting the copy instruction, the CPU 201 causes the scanner unit 104 to scan an original via the scanner I / F 208, and stores scanned image data of the original in the DRAM 202. The CPU 201 performs color conversion processing suitable for output on the scanned image data stored in the DRAM 202. The CPU 201 transfers the scanned image data stored in the DRAM 202 to the printer unit 103 via the printer I / F 207, and performs output processing onto paper media.

[0023] When the email transmission function is executed, the CPU 201 first detects an email transmission instruction from the user. The process by which the CPU 201 detects an email transmission instruction from the user is the same as the process for detecting a copy instruction described above. The email transmission instruction includes the user's transmission protocol, destination specification, image format, etc. The transmission protocol is SMB, FTP, email (SMTP), etc., and the destination specification is specified, for example, using the Universal Naming Convention (UNC). The image format is JPEG, PDF, etc. When the CPU 201 detects a transmission instruction, it causes the scanner unit 104 to scan an original via the scanner I / F 208 and stores the scanned image data of the original in the DRAM 202. The CPU 201 performs image format conversion, etc., specified by the user, on the scanned image data stored in the DRAM 202. The CPU 201 transfers (emails) the scanned image data stored in the DRAM 202 to the destination via the network I / F 204 using the protocol specified by the user.

[0024] When the fax function is executed, the CPU 201 detects a fax instruction from the user. The process by which the CPU 201 detects a fax instruction from the user is the same as the process for detecting a copy instruction described above. When the CPU 201 detects a fax instruction, it causes the scanner unit 104 to read an original document via the scanner I / F 208 and stores the scanned image data of the original document in the DRAM 202. The CPU 201 performs image format conversion for faxing on the scanned image data stored in the DRAM 202. The CPU 201 transfers the scanned image data stored in the DRAM 202 to a fax telephone number or the like specified in the fax instruction via a telephone line network (not shown) to which the fax I / F 209 is connected. Faxing via a telephone line is one example, and Internet faxing may also be used.

[0025] The box function is a function for saving image data obtained by scanning a document in a storage area inside the image forming apparatus 100 or in a memory medium connected to the image forming apparatus 100. Furthermore, the box function allows the image forming apparatus 100 to function as a file server, thereby making it possible to make the image data saved in the image forming apparatus 100 available to an external PC (not shown) or another image forming apparatus.

[0026] When the box function is executed, the CPU 201 first detects a box save instruction from the user. The process by which the CPU 201 detects a box save instruction from the user is the same as the process for detecting a copy instruction described above. The box save instruction includes the user's save destination and image format. The save destination is the path of the internal storage of the image forming apparatus 100 or a memory medium connected to the image forming apparatus 100. The image format is JPEG, PDF, or the like. When the CPU 201 detects a box save instruction, it causes the scanner unit 104 to scan an original via the scanner I / F 208 and stores the scanned image data of the original in the DRAM 202. The CPU 201 converts the scanned image data stored in the DRAM 202 into an image format specified by the user. The CPU 201 transfers the scanned image data stored in the DRAM 202 via the SATA I / F 205 to the save destination specified by the user, such as the Flash ROM 210 inside the image forming apparatus 100 or a memory medium (not shown).

[0027] In the fax function, received image data may be converted into a format viewable on a PC or the like and saved in a box instead of being printed. As a box function, the image forming apparatus 100 functions as a file server such as an SMB server and makes the contents of the Flash ROM 210 public. In the box function, the CPU 201 detects an external box access instruction via the network I / F 204. The box access instruction includes the image file path of the access destination. The CPU 201 transfers the image data stored in the Flash ROM 210 corresponding to the specified image file path to the source of the box access instruction via the network I / F 204.

[0028] [Controller function configuration] 3 is a block diagram showing the configuration of functions realized by the controller unit 101 of the image forming apparatus 100. The controller unit 101 has, as functional units, an operation control unit 301, a data storage unit 302, a job control unit 303, an image processing unit 304, a print processing unit 305, a reading processing unit 306, a network control unit 307, and a FAX control unit 308.

[0029] The operation control unit 301 performs display control for displaying a user-oriented UI screen on the touch panel of the operation unit 102. The operation control unit 301 also detects user operations on the operation unit 102 and executes processing associated with screen components such as buttons displayed on the UI screen.

[0030] The data storage unit 302 stores requests from other functional units in the flash ROM 210 and reads them out.

[0031] The job control unit 303 controls the execution of jobs in accordance with instructions from other functional units. For example, when a mail sending job is executed, the job control unit 303 also functions as a setting unit that pre-sets parameter values ​​used for communication with the mail server 110.

[0032] The image processing unit 304 processes the image data into a format suitable for each purpose in accordance with instructions from the job control unit 303 .

[0033] A print processing unit 305 prints and outputs an image on a paper medium via a printer I / F 207 in accordance with an instruction from the job control unit 303 .

[0034] The reading processing unit 306 reads the specified document via the scanner I / F 208 in accordance with an instruction from the job control unit 303 .

[0035] In accordance with instructions from each functional unit, the network control unit 307 inputs and outputs data from a LAN, Wi-Fi, or public line network via the network I / F 204. The network control unit 307 also enables the data storage unit 302 to access data stored in the flash ROM 210 from an external device. Examples of data stored in the flash ROM 210 include image data such as PDF and JPEG.

[0036] The FAX control unit 308 acquires received FAX data from the network control unit 307 and performs reception processing on the acquired FAX data in accordance with instructions from the job control unit 303. The FAX control unit 308 causes the print processing unit 305 to perform printing processing on the received FAX data, or converts the data into image data such as PDF or JPEG and stores the converted data in the data storage unit 302. The FAX control unit 308 transmits the image data read by the reading processing unit 306 as FAX data via the network control unit 307.

[0037] Each functional unit in FIG. 3 is realized by CPU 201 reading a predetermined program stored in Flash ROM 210 into DRAM 202 and executing it, but this is not limiting. Other hardware, such as a GPU (Graphics Processing Unit) or an FPGA (Field Programmable Gate Array) for accelerating calculations, may also be used. Each functional unit in FIG. 3 may be realized by a combination of software and hardware such as a dedicated IC, or some or all of the functions may be realized solely by hardware. Note that the functions realized by the functional units in FIG. 3 are examples of functions realized by controller unit 101 of image forming apparatus 100, and other functions may also be included.

[0038] [Email sending job sequence] 4 is a sequence diagram for explaining the flow of processing between devices when a problem occurs during email transmission when an email transmission job is executed by image forming device 100, causing the email transmission to fail. Image forming device 100 of this embodiment has a function for diagnosing the failed job. In the following sequence, a description of operations that occur when a problem that is not essential to this embodiment occurs will be omitted. A failure in job execution, such as a failure to send an email, is also referred to as an error occurring.

[0039] A series of processes performed by the controller unit 101 in the following sequences or flowcharts is performed by the CPU 201 of the controller unit 101 by loading program code stored in the Flash ROM 210 into the DRAM 202 and executing it. Alternatively, some or all of the functions of the steps in the following sequences or flowcharts may be realized by hardware such as an ASIC or electronic circuit. The symbol "S" in the explanation of each process in the following sequences or flowcharts indicates the step in question.

[0040] S400 is the processing that is performed when the image forming apparatus 100 is started up, and the controller unit 101 performs processing to display the home screen 500 (see FIG. 5(a)) on the touch panel included in the operation unit 102 of the image forming apparatus 100.

[0041] 5A and 5B are diagrams showing an example of a screen displayed on a touch panel included in the operation unit 102. FIG. 5A shows an example of a home screen 500. The home screen 500 has buttons arranged thereon for launching apps for executing the above-mentioned functions, such as a copy function and a print function. Note that the home screen 500 may be configured to be displayed when the user is authenticated using user authentication. In this embodiment, for simplicity, a description of the process related to user authentication will be omitted.

[0042] In S401, when the user presses the Scan to Mail button 501 on the home screen 500, the controller unit 101 detects the pressing of the Scan to Mail button 501. Then, in S402, the controller unit 101 displays a Scan to Mail setting screen 504 (see FIG. 5(b)) on the touch panel.

[0043] FIG. 5(b) is a diagram showing an example of the Scan to Mail setting screen 504. The scan setting area 505 is an area including setting items such as color settings and size settings when the scanner unit 104 reads a document. The user can select a setting item and select a setting value. The setting items included in the scan setting area 505 in FIG. 5(b) are an example, and other setting items other than those displayed in FIG. 5(b) may be included. The destination selection button 506 is a button for selecting a destination. The cancel button 509 is a button that, when pressed by the user, closes the Scan to Mail setting screen 504 and returns to the home screen 500.

[0044] When the user presses the new input button 508, the controller unit 101 displays a destination registration screen (not shown). The user can register a new destination from the destination registration screen (not shown). The operation of registering a new destination will be omitted.

[0045] When the user presses the start button 510, an email sending job is executed based on the selected scan settings. Details will be described later. If the user has not selected a destination by pressing the destination selection button 506, the start button 510 is grayed out as shown in FIG. 5(b), and the start button 510 is controlled so that it will not be pressed even if the user presses it.

[0046] In S403, when the user presses the destination selection button 506 and then the address book button 507, the controller unit 101 detects the address book button 507. Then, in S404, the controller unit 101 displays a destination list screen 511 (see FIG. 5(c)) on the touch panel.

[0047] FIG. 5C is a diagram showing an example of a destination list screen 511. The destination list screen 511 displays a table 512 showing a list of registered destinations registered in the image forming apparatus 100 and having a communication protocol type of "mail." For example, assume that the user selects "A-store@kaisha.com," whose name is "Branch A" and is registered in row 513 of table 512. In this case, the controller unit 101 displays a check mark in the first column of row 513 in table 512 showing the list of destinations to indicate that the destination has been selected. The user can select multiple destinations on the destination list screen 511. When the user presses a cancel button 516, the controller unit 101 closes the destination list screen 511 without specifying a destination and returns to the Scan to Mail setting screen 504.

[0048] Assume that in S405 the user selects "A-store@kaisha.com" in row 513 of the destination list screen 511 and presses the OK button 517. In this case, in S406 the controller unit 101 sets the selected destination "A-store@kaisha.com" as the email transmission destination.

[0049] In S407, the controller unit 101 displays the updated Scan to Mail setting screen 504 as shown in FIG. 5(d) so that the information of the destination set in S406 is displayed in the transmission destination list 519.

[0050] 5(d) , the controller unit 101 performs the processes from S409 onward. First, in S409, the controller unit 101 causes the scanner unit 104 to scan an original document based on the selected scan settings, and generates scanned image data, which is electronic data of the original document.

[0051] In S410, the controller unit 101 sends an email to the destination selected by pressing the destination selection button 506 by attaching the scanned image data to the mail server 110 in accordance with the SMTP protocol. In S410, the email is sent based on the parameter values ​​used for communication with the mail server 110, which are set in advance by the job control unit 303.

[0052] Steps S411 and S412 are processes that are performed when the email transmission executed in step S410 fails due to a setting error or some other reason, and an error occurs.

[0053] If the mail transmission executed in S410 fails, in S411 the image forming apparatus 100 receives a notification (error notification) from the mail server 110 or the like indicating that an error has occurred.

[0054] In S412, the controller unit 101 determines error information from the contents of the error notification and saves the error information as error information for the job executed in S409. In this embodiment, the error information will be described as having an error number, which is information for identifying the error (error identification information). The error number is a number assigned to each content of the error notification. In this embodiment, the error number is displayed as an exit code.

[0055] For example, when a TCP session is initiated from the image forming apparatus 100, the mail server 110 may return a response with an RST flag (forced termination), or the session may time out without receiving a response. In this case, the error number is determined to be "#752." That is, the error notification includes not only a notification from the mail server 110 but also a timeout notification. Also, if a connection to the mail server 110 is established but an alert is returned from the mail server 110 in response to a client hello, the error number can be determined to be, for example, "#841" by analyzing the contents of the alert.

[0056] In S413, the controller unit 101 displays on the touch panel an end screen 520 (see FIG. 5(e)) that notifies the user that the job has ended.

[0057] FIG. 5(e) is a diagram showing an example of an end screen 520 when email transmission has failed. The end screen 520 in FIG. 5(e) displays the transmission result. If email transmission has failed and an error has occurred, NG is displayed as the transmission result. The end code display area 521 displays the error number described above as the end code. In the case of FIG. 5(e), "#841" is displayed as the end code. The job history button 523 will be described later. When the user presses the close button 522, the controller unit 101 closes the end screen 520 and displays the Scan to Mail setting screen 504.

[0058] [Error diagnosis] 6 is a sequence diagram for explaining the processing between the user's operations and the image forming apparatus 100 until the controller unit 101 of the image forming apparatus 100 diagnoses the cause of job failure for a job selected from the job history. This diagnosis is called error diagnosis.

[0059] In S600, the user performs an operation to display a job history screen 700 (see FIG. 7), which is a screen for checking jobs that have already been executed. The job history screen 700 is a screen that is displayed when the job history button 523 included in the end screen 520 displayed in S412 is pressed. Alternatively, the job history screen 700 is displayed when the job history button 502 on the home screen 500 is pressed.

[0060] In step S601, when the controller unit 101 detects that the job history button 523 or the job history button 502 has been pressed, the controller unit 101 displays a job history screen 700 on the touch panel of the operation unit 102.

[0061] FIG. 7(a) is a diagram showing an example of a job history screen 700. The job history screen 700 is controlled so that the display can be switched for each function, such as copy / print, email transmission, or fax transmission, and a list of executed jobs related to the selected function is displayed. For example, when an email button 701 is pressed, a job history list 702 of email transmission jobs executed by an app with an email transmission function is displayed on the job history screen 700. Each row of the job history list 702 displays information about each executed job. In FIG. 7(a), the "date and time" when the job was executed, the "destination" for the email transmission, the "result" of the job, and the "completion code" are displayed as examples of information about the executed jobs.

[0062] 7(a) displays information about executed jobs in chronological order, starting with the most recent job, but the order in which executed jobs are displayed may also be, for example, from oldest to newest. Furthermore, job information may include items not displayed in FIG. 7(a). When the close button 705 is pressed, the controller unit 101 closes the job history screen 700 and returns to the home screen 500.

[0063] In S602, the user selects a job in which an error has occurred, and performs an operation to instruct the controller unit 101 to execute an error diagnosis to determine possible causes of the error that occurred during execution of the selected job. If the job history screen 700 is displayed, the operation performed in S602 is to select a row from the job history list 702 that holds the job in which the error has occurred, whose "Result" is "NG," and to press the NG diagnosis button 704. The job selected by the user in S602 will also be referred to as the job to be diagnosed or the transmission job to be diagnosed.

[0064] 7(b) shows an example in which a row 706 is selected, which has "2024 / 2 / 27 13:10" in "Date and Time," "A-store@kaisha.com" in "Destination," "NG" in "Result," and "#841" in "Exit Code." In this state, when the NG diagnosis button 704 is pressed, an instruction to perform error diagnosis on the job corresponding to row 706 is acquired by the controller unit 101.

[0065] FIG. 7A shows an example in which a row 703 is selected from the job history list 702. The row 703 has "2024 / 2 / 28 10:30" in the "Date / Time," "honsha@kaisha.com" in the "Destination," "OK" in the "Result," and "-" in the "Exit Code." Because the job corresponding to the row 703 is not a job whose "Result" is "NG," the screen is controlled so that the user cannot instruct the execution of an error diagnosis on the selected job. For example, as shown in FIG. 7A, the NG diagnosis button 704 is displayed grayed out, and the screen is controlled so that pressing the NG diagnosis button 704 is not accepted. In other words, the NG diagnosis button 704 is controlled so that it can be pressed when a row whose "Result" is "NG" is selected from the job history list 702. Therefore, if the user selects the wrong row from the job history list 702, the user can be made aware that the job was selected by mistake.

[0066] The operation to instruct execution of error diagnosis, which is performed in S602, may be performed by a method other than the operation on the job history screen 700.

[0067] The device operating status screen 800 shown in FIG. 8( a) is a screen that is displayed on the touch panel of the image forming apparatus 100 when the user presses the device operating status button 503 on the home screen 500. The device operating status screen 800 is a screen for displaying the status of the image forming apparatus 100. A troubleshooting area 801 includes buttons for each error category, and the user presses a button included in the troubleshooting area 801 that corresponds to the category of error that the user wants to diagnose. For example, if the user wants to have the cause of an error that occurred when sending an email diagnosed, the user presses the button 802 that displays "Unable to send email." When the user presses the close button 803, the controller unit 101 closes the device operating status screen 800 and displays the home screen 500.

[0068] 8(b) is a diagram showing an example of an email sending trouble-shooting screen 804 that is displayed when the "Unable to send email" button 802 is pressed. When the user presses the close button 808, the controller unit 101 closes the email sending trouble-shooting screen 804 and performs processing to display the device operating status screen 800.

[0069] The email sending trouble handling screen 804 includes a NG job history list 805 that displays a list of jobs in which an error occurred during email sending. Each row of the NG job history list 805 displays information about each executed job in which an error occurred during job execution. In FIG. 8(b), examples of job information include the "date and time" when the job was executed, the "destination" for email transmission, the "result" of the job, and the "completion code." The NG job history list 805 in FIG. 8(b) displays information about executed jobs in chronological order, starting with the most recent job, but the order in which executed jobs are displayed may also be, for example, oldest to newest. Furthermore, job information may include items not displayed in FIG. 8(b).

[0070] The user's operation in step S602 to issue an instruction to perform error diagnosis may be performed by selecting the row of the job for which error diagnosis is desired from among the rows in the NG job history list 805 and pressing the NG diagnosis button 807. For example, the NG job history list 805 includes a row 806 in which "2024 / 2 / 27 13:10" is stored in the "Date / Time," "A-store@kaisha.com" is stored in the "Destination," "NG" is stored in the "Result," and "#841" is stored in the "Exit Code." The job corresponding to this row 806 is the same as the job corresponding to row 706 in FIG. 7B. Therefore, by selecting row 806 in the NG job history list 805 and pressing the NG diagnosis button 807, the same instruction as that described in FIG. 7B can be issued from the email transmission trouble response screen 804.

[0071] S603 is executed upon receiving an instruction to execute error diagnosis for the job selected by the user in S602. In S603, the controller unit 101 acquires error information (exit code) associated with the job selected by the user in S602 from the error information saved in S411.

[0072] In S604, the controller unit 101 executes error diagnosis on the job to be diagnosed, which is the job selected by the user in S602.

[0073] For example, the controller unit 101 associates candidate causes of an error with each exit code in advance and manages them. The controller unit 101 also manages the details of countermeasures for each candidate cause of an error. Therefore, in the error diagnosis, candidate causes of an error associated with the exit code associated with the job to be diagnosed selected by the user can be determined. Furthermore, the details of countermeasures for the determined candidate cause of the error are acquired. In this way, in the error diagnosis, candidate causes of an error are determined based on information managed within the image forming apparatus 100, without newly communicating with the mail server 110.

[0074] In S605, the controller unit 101 generates a diagnosis result screen 900 (see FIG. 9) for notifying the user of the error diagnosis result of the job to be diagnosed. Then, the controller unit 101 displays the diagnosis result screen 900 so that the user can check it.

[0075] 9 is a diagram showing an example of a diagnosis result screen 900 displayed in S605. The diagnosis result screen 900 includes a list of error cause candidates 901 and a countermeasure content display area 904.

[0076] The error cause candidate list 901 displays a list of candidate causes of an error determined as a result of the error diagnosis in S604 for the job being diagnosed. The error cause candidate list 901 in FIG. 9A displays two error cause candidates: "TLS version mismatch" and "no common encryption algorithm." The countermeasure content display area 904 includes an area 905 that displays countermeasure instructions corresponding to the error cause candidate selected from the error cause candidate list 901, and an area 906 that displays the setting values ​​of the related image forming apparatus 100. The countermeasure content display area 904 also includes an area 907 that displays the completion code of the job being diagnosed. When the close button 908 is pressed, the controller unit 101 closes the diagnosis result screen 900 and displays the home screen 500.

[0077] 9(a) shows a diagnosis result screen 900 when "TLS version mismatch" stored in row 902 is selected from the candidate error cause list 901. Area 905 of the solution content display area 904 displays detailed content of the selected candidate error cause, "TLS version mismatch," and error resolution measures that the user can take to resolve the error cause of "TLS version mismatch." Area 906 displays setting values ​​of the image forming apparatus 100 related to "TLS version mismatch."

[0078] FIG. 9(b) shows a diagnosis result screen 900 when "No common encryption algorithm" stored in row 903 is selected from the error cause candidate list 901. When the selection of the error cause candidate in the error cause candidate list 901 is changed, the screen is controlled so that the countermeasure content display area 904 displays text corresponding to the changed error cause candidate. The display in area 905 of the countermeasure content display area 904 in FIG. 9(b) has been changed to the error solution corresponding to "No common encryption algorithm." Furthermore, the display in area 906 of the countermeasure content display area 904 in FIG. 9(b) has been changed to the setting value of the image forming apparatus 100 related to "No common encryption algorithm." In place of or in addition to the error solution displayed in FIG. 9, the countermeasure content display area 904 may display, for example, a two-dimensional code as a link to a corresponding manual. The user can check the content displayed in the solution content display area 904 in Figures 9(a) and 9(b) and take measures such as changing settings, thereby resolving the cause of the error themselves without having to ask a service technician for repairs.

[0079] The diagnosis result screen 900 in FIG. 9 is an example of a screen presenting multiple possible error causes because the error diagnosis results in at least one of "TLS version mismatch" and "no common encryption algorithm." However, the actual cause of the error is often only one of "TLS version mismatch" and "no common encryption algorithm." As mentioned above, the error diagnosis performed in S604 is performed by obtaining the possible error causes that are pre-associated with the exit code. Because the exit code is linked to the error notification, and the error notification is based on information automatically sent from an external device, the error diagnosis may not be able to narrow down the possible error causes to one. For this reason, as shown in FIG. 9, multiple possible error causes may be displayed.

[0080] In this case, the user must select each of the error cause candidates included in the error cause candidate list 901 one by one, execute the error resolution measures displayed in the solution content display area 904, and check whether the error is resolved. In this way, if the number of error cause candidates displayed in the error cause candidate list 901 is large, it becomes a hassle for the user. For this reason, it is preferable to reduce the number of error cause candidates displayed in the error cause candidate list 901. Therefore, in this embodiment, additional diagnosis is performed to reduce the number of error cause candidates displayed in the error cause candidate list 901.

[0081] [Job diagnosis of this embodiment] FIG. 10 is a sequence diagram for explaining an outline of a series of operations in which the controller unit 101 of the image forming apparatus 100 performs an error diagnosis on a job to be diagnosed selected by a user, and then performs an additional diagnosis.

[0082] S1000 to S1004 up to the process of displaying the results of error diagnosis are the same as S600 to S604 in FIG. 6, and therefore a description thereof will be omitted.

[0083] In S1005, the controller unit 101 displays a diagnosis result screen 1110 (see FIG. 11A) as a screen for notifying the result of error diagnosis performed on the job to be diagnosed selected by the user in S1002.

[0084] Fig. 11(a) is a diagram showing an example of a diagnosis result screen 1110 of this embodiment, which is displayed in S1005. The same components as those in the diagnosis result screen 900 of Fig. 9 are assigned the same reference numerals. In S1005, when a plurality of error cause candidates are displayed in the error cause candidate list 901, the controller unit 101 displays a diagnosis result screen 1110 to which an add diagnosis button 1100 has been added, as shown in Fig. 11(a). When the number of error cause candidates included in the error cause candidate list 901 is one, the diagnosis result screen 900 of Fig. 9 may be displayed.

[0085] The following steps are a processing flow when the diagnosis result screen 1110 in FIG. 11(a) is displayed in S1005 and the additional diagnosis button 1100 is pressed.

[0086] In S1006, the user presses the additional diagnosis button 1100 included in the diagnosis result screen 1110.

[0087] In S1007, when the controller unit 101 receives a press of the additional diagnosis button 1100, it displays an additional diagnosis confirmation screen 1101 (see FIG. 11(b)).

[0088] 11B is a diagram showing an example of an additional diagnosis confirmation screen 1101. The additional diagnosis confirmation screen 1101 displays the processing content to be executed in the additional diagnosis and is a screen for prompting the user to confirm whether or not to execute the additional diagnosis. When the user presses a close button 1103, the controller unit 101 of the image forming apparatus 100 closes the additional diagnosis confirmation screen 1101 and displays a diagnosis result screen 1110.

[0089] In S1008, when the user presses an additional diagnosis execution button 1102 included in the additional diagnosis confirmation screen 1101, the controller unit 101 receives an instruction to execute the additional diagnosis.

[0090] In S1009, when the controller unit 101 receives an instruction to execute additional diagnosis from the user, it displays an execution screen 1104 as shown in FIG. 11(c).

[0091] In S1010, the controller unit 101 acquires an exit code associated with the job to be diagnosed. Then, the controller unit 101 changes the value of a parameter corresponding to the acquired exit code, among the parameters for connecting to the mail server 110. In S1010, the value of the parameter used when executing the job is not changed, but the value of the parameter is temporarily changed for additional diagnosis.

[0092] In S1011, the controller unit 101 attempts to connect to the mail server 110 using the changed parameters. In S1012, the mail server 110 returns a response to the connection to the controller unit 101. In S1013, the controller unit 101 analyzes the connection result based on the response from the mail server 110. Details of S1011 to S1013 will be described later.

[0093] In S1014, the controller unit 101 generates an additional diagnosis result screen 1115 (FIG. 11(d)) which is a screen for notifying the user of the result of the additional diagnosis based on the result of the analysis in S1013.

[0094] In S1015, the controller unit 101 displays an additional diagnosis result screen 1115.

[0095] FIG. 11(d) is a diagram showing an example of an additional diagnosis result screen 1115. The basic configuration of the additional diagnosis result screen 1115 is the same as the diagnosis result screen 1110 of FIG. 11(a) displayed in S1005. However, compared to the diagnosis result screen 1110 of FIG. 11(a), the error cause candidates displayed in the error cause candidate list 901 on the additional diagnosis result screen 1115 of FIG. 11(d) have been changed to only one error cause stored in row 902. Furthermore, an area 1106 for displaying the setting values ​​of the mail server 110 determined as a result of the additional diagnosis has been added to the countermeasure content display area 904 on the additional diagnosis result screen 1115 of FIG. 11(d). Furthermore, the additional diagnosis button 1100 included in the additional diagnosis result screen 1115 of FIG. 11(d) is grayed out so that it cannot be pressed.

[0096] As described above, in the additional diagnosis performed in this embodiment, the controller unit 101 of the image forming apparatus 100 temporarily changes the parameters used when connecting to the mail server 110, and checks the connection to the mail server 110 using the changed parameters. As a result, the additional diagnosis can reduce the number of possible error causes. The parameter changes made in the additional diagnosis are made only temporarily to check the connection to the mail server 110, and do not change the setting values ​​used when a job is actually executed in the image forming apparatus 100.

[0097] [Additional diagnostics when the exit code is "#752"] 12A is a diagram showing an example of a diagnosis result screen 1110 that is displayed after error diagnosis and before additional diagnosis when the completion code associated with the job to be diagnosed is "#752." In FIG. 12, the area 905 that displays the countermeasure instructions and the area 906 that displays the setting values ​​of the image forming apparatus 100 in the countermeasure content display area 904 are omitted.

[0098] The following describes in detail the additional diagnosis executed in S1010 to S1013 when the exit code of the job to be diagnosed is "#752." Exit code "#752" is an exit code associated with a job that has failed to send email due to at least one of the following reasons: "The server does not support TLS" or "The SMTP sending port is incorrect." Therefore, when the job associated with exit code "#752" is the target of diagnosis and the error diagnosis is performed in S1004, "The server does not support TLS" and "The SMTP sending port is incorrect" are displayed in the list of possible error causes 901, as shown in FIG. 12(a). In this case, the additional diagnosis involves processing to identify which of the possible error causes, "The server does not support TLS" and "The SMTP sending port is incorrect," caused the error that occurred in the job to be diagnosed.

[0099] FIG. 13 is a diagram illustrating the process for checking whether "Server does not support TLS," one of the possible error causes for the exit code "#752," is the actual cause of the error.

[0100] There are cases where image forming apparatus 100 communicates with mail server 110 using TLS (Transport Layer Security). "Server does not support TLS" means that image forming apparatus 100 communicates with mail server 110 using TLS, but an error occurs because mail server 110 is a server that does not support TLS.

[0101] Figure 13(a) is a sequence diagram for explaining the processing flow of the controller unit 101 of the image forming apparatus 100 and the mail server 110 when checking whether the actual cause of the error is that the server does not support TLS.

[0102] S1300 is a step corresponding to S1010. In S1300, when the controller unit 101 of the image forming apparatus 100 receives an instruction to execute additional diagnosis for the error diagnosis result with the exit code "#752", the controller unit 101 changes the SMTP transmission port number for communicating with the mail server 110.

[0103] Steps S1301 to S1303 correspond to steps S1011 to S1012. In step S1301, the controller unit 101 establishes a TCP session with the mail server 110. In step S1302, the controller unit 101 transmits EHLO to the mail server 110.

[0104] In S1303, the mail server 110 responds with a communication method supported by the mail server 110 in accordance with the content of the EHLO transmission sent from the controller unit 101 of the image forming apparatus 100. Response information 1305 in Fig. 13(a) shows a portion of an example of the content of the response from the mail server 110 in S1303.

[0105] In step S1304, which corresponds to step S1013, the controller unit 101 analyzes the connection result based on the response from the mail server 110. In this step, the controller unit 101 of the image forming apparatus 100 analyzes the response information 1305 to determine whether the error that occurred in the job to be diagnosed is due to "the server not supporting TLS."

[0106] FIG. 13B is a flowchart for explaining the details of the processing of the image forming apparatus 100 in FIG. 13A.

[0107] S1311 is a step corresponding to S1300 in FIG. 13A. In S1311, the controller unit 101 of the image forming apparatus 100 changes the port number to a port number with which the image forming apparatus 100 will communicate using STARTTLS. For example, if the sending port number "465" is the sending port number for SMTPS (SMTP over SSL / TLS) communication, the controller unit 101 changes the port number to a sending port number other than "465." It is also assumed that the port number setting of the mail server 110 has been changed to match the changed port number. The reason for changing the port number to a port number other than "465," which is the port number for SMTPS communication, is that EHLO will be sent in the next step S1312, so SMTPS communication is not preferred.

[0108] In S1312, the image forming apparatus 100 performs the connection check shown in S1301 to S1303 in FIG. 13(a).

[0109] S1313 to S1315 are steps showing details of S1304 in Fig. 13(a). In S1313, the controller unit 101 determines whether or not "STARTTLS" is included in response information 1305 of the mail server 110 as a result of the connection check shown in S1301 to S1303.

[0110] If the controller unit 101 determines that the response information 1305 includes "STARTTLS" (YES in S1313), the process proceeds to S1314. If the response information from the mail server 110 includes "STARTTLS," this means that the mail server 110 supports TLS communication. Therefore, it is considered that the cause of the error occurring in the job to be diagnosed is at least not "the server does not support TLS." Therefore, in S1314, the controller unit 101 can determine that "the server does not support TLS," which has been presented to the user as one of the possible error causes, is not the cause of the error occurring in the job to be diagnosed. Therefore, it is possible to delete "the server does not support TLS" from the possible error causes in FIG. 12(a).

[0111] On the other hand, if the controller unit 101 determines that the response information 1305 does not include "STARTTLS" (NO in S1313), the process proceeds to S1315. If the response information from the mail server 110 does not include "STARTTLS," this means that the mail server 110 does not support TLS communication. Therefore, in S1315, the controller unit 101 can identify that "the server does not support TLS" is at least one of the causes of the error.

[0112] 14 is a diagram illustrating the process for checking whether "the SMTP sending port is incorrect," one of the possible error causes for exit code "#752," is the actual cause of the error. "The SMTP sending port is incorrect" indicates that the error occurred because the port number set by image forming apparatus 100 for communicating with mail server 110 is different from the port number set on the mail server 110 side.

[0113] Figure 14(a) is a sequence diagram for explaining the processing flow of the controller unit 101 of the image forming device 100 and the mail server 110 when checking whether "the SMTP sending port is incorrect" is the actual cause of the error.

[0114] S1400 is a step corresponding to S1010. S1400 is executed after narrowing down of countermeasure candidates for "Server does not support TLS" has been completed. In S1400, the controller unit 101 of the image forming apparatus 100 changes the SMTP transmission port number for communicating with the mail server 110. Details will be described later.

[0115] S1401 is a step corresponding to S1011 to S1012. In S1401, the controller unit 101 establishes a TCP session with the mail server 110 using the set port number.

[0116] S1402 is a step corresponding to S1013, and the controller unit 101 analyzes the connection result based on the response from the mail server 110.

[0117] FIG. 14B is a flowchart for explaining details of the processing of the controller unit 101 of the image forming apparatus 100 in the sequence of FIG. 14A.

[0118] S1411 is a step corresponding to S1400 in FIG. 14(a). In S1411, the controller unit 101 of the image forming apparatus 100 changes the sending port number. The controller unit 101 changes the sending port number to a sending port number that has not yet been set from among representative numbers as SMTP sending port numbers. For example, the sending port number is changed to a sending port number that has not yet been set from among "25," "465," "587," or "2525." The sending port number is not changed to the sending port number that was set in the image forming apparatus 100 at the start of this flowchart.

[0119] In S1412, the controller unit 101 performs the connection check shown in S1401 of FIG. 14(a), and proceeds to S1413.

[0120] S1413 to S1416 are steps showing details of S1402 in FIG. 14(a).

[0121] In S1413, the controller unit 101 determines whether or not a connection has been established with the mail server 110 as a result of S1412. For example, the controller unit 101 determines that a connection has been established with the mail server 110 if the TCP three-way handshake is successful.

[0122] If the controller unit 101 determines that it has not been possible to connect to the mail server 110 (NO in S1413), the process proceeds to S1414.

[0123] In S1414, the controller unit 101 determines whether connection confirmation has been performed for all SMTP transmission port numbers. All SMTP transmission port numbers are, for example, "25," "465," "587," and "2525." If the controller unit 101 determines that connection confirmation has not been performed for all transmission port numbers (NO in S1414), the controller unit 101 returns to S1411 and changes the transmission port number to an unset port number.

[0124] If the controller unit 101 determines that connection confirmation has been performed for all transmission port numbers (YES in S1414), the process proceeds to S1415.

[0125] The transition to S1415 means that even if the sending port number was changed, a connection to the mail server 110 could not be established. Therefore, it is considered that the cause of the error that occurred in the job to be diagnosed is not, at least, "the SMTP sending port is incorrect." Therefore, in S1415, the controller unit 101 can identify that "the SMTP sending port is incorrect," which was presented to the user as one of the possible causes of the error, is not the cause of the error that occurred in the job to be diagnosed. Therefore, it is possible to delete "the SMTP sending port is incorrect" from the possible causes of the error shown in FIG. 12(a).

[0126] On the other hand, if the controller unit 101 determines that it has been possible to connect to the mail server 110 using the changed transmission port number (YES in S1413), the process proceeds to S1416.

[0127] In S1416, the controller unit 101 identifies that "the SMTP sending port is incorrect" is at least one of the causes of the error that occurred in the job being diagnosed, because changing the sending port number allowed the connection to be made with the mail server 110. The controller unit 101 also stores the sending port number that was set when the connection with the mail server 110 was successful so that it can be displayed in the area 1106 that displays the setting values ​​of the mail server 110 in the countermeasure content display area 904.

[0128] 12(b) is a diagram showing an additional diagnosis result screen 1115 that is displayed as a result of performing additional diagnosis when the additional diagnosis button 1100 in FIG. 12(a) is pressed. Suppose that by narrowing down the error cause candidates for the exit code "#752", "the SMTP sending port is incorrect" is identified as the error cause, and "the server does not support TLS" is identified as not being the error cause. In this case, the controller unit 101 displays only the identified error cause candidate "the SMTP sending port is incorrect" in the error cause candidate list 901 on the additional diagnosis result screen 1115.

[0129] In addition, the process of determining whether the cause was "incorrect SMTP sending port" in Figure 14 may be performed before the process of determining whether the cause was "server TLS incompatibility" in Figure 13.

[0130] [Additional diagnostics when the exit code is "#841"] Next, the details of the additional diagnosis executed in steps S1010 to S1013 when the completion code of the job to be diagnosed is "#841" will be described.

[0131] The fact that the exit code was "#841" means that the port number was appropriate, so the TCP session was successful, and the connection to the mail server 110 was successful. However, this indicates that the job failed due to at least one of the following causes: "TLS version mismatch" and "no common encryption algorithm." Therefore, when error diagnosis of the job associated with the exit code "#841" is performed in S1004, two possible error causes, "TLS version mismatch" and "no common encryption algorithm," are displayed in the list of possible error causes 901. In this case, the additional diagnosis involves processing to identify which of the possible error causes, "TLS version mismatch" or "no common encryption algorithm," caused the error that occurred in the job being diagnosed.

[0132] FIG. 15 is a diagram illustrating the process of checking whether "TLS version mismatch," one of the possible error causes for the exit code "#841," is the actual cause of the error.

[0133] "TLS version mismatch" indicates that an error occurred when image forming device 100 attempted to communicate with mail server 110 using TLS, but the image forming device 100 specified a TLS version that mail server 110 did not support.

[0134] FIG. 15(a) is a sequence diagram illustrating the processing flow of the controller unit 101 of the image forming apparatus 100 and the mail server 110 when determining whether a "TLS version mismatch" is the actual cause of the error.

[0135] S1500 is a step corresponding to S1010, and is executed when an instruction to execute additional diagnosis is received for a diagnosis result with an exit code of "#841." In S1500, the controller unit 101 of the image forming apparatus 100 changes the settings of the upper and lower limits of the TLS version that can be used by the image forming apparatus 100 to communicate with the mail server 110.

[0136] S1501 to S1505 are steps corresponding to S1011 to S1012. In S1501, the controller unit 101 establishes a TCP session with the mail server 110. In S1502, the controller unit 101 transmits EHLO to the mail server. In S1503, the mail server 110 responds to the EHLO transmission transmitted from the controller unit 101 of the image forming apparatus 100.

[0137] In S1504, the controller unit 101 transmits a Client Hello to the mail server 110 in accordance with the response to the EHLO transmission from the mail server 110. At this time, the controller unit 101 includes in the Client Hello the upper and lower limit values ​​of the TLS version that can be used in the image forming apparatus 100, which were set in S1500.

[0138] In S1505, the mail server 110 returns a Server Hello in response to the Client Hello sent from the image forming apparatus 100. The Server Hello includes response information that includes information about the TLS version used by the mail server 110 for TLS communication. For example, the mail server 110 responds by returning a usable TLS version from the list of usable TLS versions sent by the image forming apparatus 100 in S1504. If there is no usable TLS version in the list sent from the image forming apparatus 100, the mail server 110 returns, for example, an error response.

[0139] S1506 is a step corresponding to S1013, and the controller unit 101 analyzes the connection result based on the response from the mail server 110, and narrows down the possible causes of the error.

[0140] FIG. 15(b) is a flowchart for explaining the details of the processing of the image forming apparatus 100 in FIG. 15(a).

[0141] S1511 is a step corresponding to S1500 in Fig. 15(a). In S1511, the controller unit 101 of the image forming apparatus 100 changes the upper and lower limit values ​​of the TLS version as described in S1500. The controller unit 101 changes the maximum value that can be set by the image forming apparatus 100 to the upper limit value of the TLS version, and the minimum value that can be set to the lower limit value of the TLS version. For example, the upper limit value is changed to 1.3, and the lower limit value is changed to 1.0.

[0142] In S1512, the image forming apparatus 100 performs the connection check shown in S1501 to S1505 in FIG. 15(a).

[0143] S1513 to S1515 are steps showing details of S1506 in FIG. 15A. In S1513, the controller unit 101 obtains the TLS version included in the Server Hello response information as the TLS version supported by the mail server 110 as a result of the connection check shown in S1501 to S1505. The controller unit 101 determines whether the TLS version supported by the mail server 110 is outside the range of the upper and lower limits of the TLS version set in the image forming apparatus 100. The upper and lower limits of the TLS version set in the image forming apparatus 100 are the upper and lower limits of the TLS version used when sending the email that were set in the image forming apparatus 100 in S1011. For example, assume that the upper and lower limits of the TLS version set in the image forming apparatus 100 when sending the email in S1011 were "1.1" and "1.0," respectively, and the TLS version specified in the mail server 110 was "1.2." In this case, the controller unit 101 can determine that the TLS version of the mail server 110 is out of range.

[0144] If the controller unit 101 determines that the TLS version of the mail server 110 is outside the range of TLS versions set in the image forming apparatus 100 (YES in S1513), the process proceeds to S1514.

[0145] In S1514, the controller unit 101 identifies that at least "TLS version mismatch" is one of the causes of the error that occurred in the job being diagnosed. The controller unit 101 stores the value indicating the TLS version that was included in the response information from the mail server 110 so that it can be displayed in the area 1106 of the countermeasure content display area 904.

[0146] If the controller unit 101 determines that the TLS version of the mail server 110 is within the range of the TLS version set in the image forming apparatus 100 (NO in S1513), the process proceeds to S1515.

[0147] The transition to S1515 means that the TLS version set in the image forming apparatus 100 was appropriate. Therefore, it is considered that the cause of the error that occurred in the job to be diagnosed is at least not "TLS version mismatch." Therefore, in S1515, the controller unit 101 can identify that "TLS version mismatch," which was presented to the user as one of the candidate error causes, is not the cause of the error that occurred in the job to be diagnosed. Therefore, the controller unit 101 can delete "TLS version mismatch," which was displayed as a candidate error cause in the list of candidate error causes 901 in FIG. 11(a).

[0148] FIG. 16 is a diagram illustrating the process of checking whether "no common encryption algorithm," which is one of the possible error cause causes for the exit code "#841," is the actual error cause.

[0149] "No common encryption algorithm" means that the image forming device 100 attempts to communicate with the mail server 110 using TLS, but an error occurs because the image forming device 100 specifies an encryption algorithm that the mail server 110 does not support.

[0150] Figure 16(a) is a sequence diagram for explaining the processing flow of the controller unit 101 of the image forming device 100 and the mail server 110 when determining whether "no common encryption algorithm" is the actual cause of the error.

[0151] S1600 is a step corresponding to S1010. S1600 is executed when an instruction to execute additional diagnosis is received for a diagnosis result with an exit code of "#841" and it is determined whether the error was caused by a "TLS version mismatch." In S1600, the controller unit 101 of the image forming apparatus 100 changes the encryption algorithm used for TLS communication with the mail server 110.

[0152] S1601 to S1605 are steps corresponding to S1011 to S1012. In S1601, the controller unit 101 establishes a TCP session with the mail server 110. In S1602, the controller unit 101 transmits an EHLO to the mail server 110. In S1603, the mail server 110 responds to the EHLO transmission transmitted from the controller unit 101 of the image forming apparatus 100.

[0153] In S1604, the controller unit 101 transmits a Client Hello to the mail server 110 in accordance with the response to the EHLO transmission from the mail server 110. The controller unit 101 includes in the Client Hello all of the encryption algorithms that are set in S1600 and that can be used by the image forming apparatus 100.

[0154] In S1605, the mail server 110 returns a Server Hello in response to the Client Hello sent from the image forming apparatus 100. The Server Hello contains response information that includes information about the encryption algorithm used by the mail server for TLS communication. For example, the mail server 110 responds by returning a usable encryption algorithm from the list of usable encryption algorithms sent by the image forming apparatus 100 in S1604. If there is no usable encryption algorithm in the list sent from the image forming apparatus 100, the mail server 110 returns, for example, an error response.

[0155] S1606 is a step corresponding to S1013, and the controller unit 101 analyzes the connection result based on the response from the mail server 110, and narrows down the possible causes of the error.

[0156] FIG. 16(b) is a flowchart for explaining the details of the processing of the image forming apparatus 100 in FIG. 16(a).

[0157] S1611 is a step corresponding to S1600 in FIG. 16A. In S1611, the controller unit 101 of the image forming apparatus 100 changes the encryption algorithm used for TLS communication as described in S1600. The controller unit 101 changes the encryption algorithm to all encryption algorithms that can be set by the image forming apparatus 100. For example, assume that the encryption algorithms that can be set by the image forming apparatus 100 are as follows: AES-CBC, AES-GCM, 3DES-CBC, CHACHA20-POLY1305, RSA, ECDHE, X25519, ECDSA, SHA-1, SHA-256, and SHA-384. In this case, all of these encryption algorithms are set.

[0158] In S1612, the image forming apparatus 100 performs the connection check shown in S1601 to S1605 in FIG. 16(a).

[0159] S1613 to S1615 are steps showing details of S1606 in FIG. 16A. In S1613, the controller unit 101 performs the connection check shown in S1601 to S1605 and acquires the encryption algorithm included in the Server Hello response information as an encryption algorithm supported by the mail server 110. The controller unit 101 determines whether the encryption algorithm supported by the mail server 110 is outside the range of encryption algorithms set in the image forming apparatus 100. The encryption algorithm set in the image forming apparatus 100 is the encryption algorithm used when the email was sent in S1011. For example, assume that the encryption algorithms set in the image forming apparatus 100 when the email was sent in S1011 were "AES-CBC," "3DES-CBC," "RSA," "ECDHE," and "SHA1." Furthermore, assume that the encryption algorithms specified in the mail server 110 as "AES-GCM," "X25519," "RSA," and "SHA384" were acquired as a result of the connection check. In this case, the controller unit 101 can determine that the encryption algorithm supported by the mail server 110 is out of range.

[0160] If the controller unit 101 determines that the encryption algorithm supported by the mail server 110 is outside the range of encryption algorithms set in the image forming apparatus 100 (YES in S1613), the process proceeds to S1614.

[0161] In S1614, the controller unit 101 identifies that at least "no common encryption algorithm" is one of the causes of the error that occurred in the job to be diagnosed. The controller unit 101 stores the encryption algorithm specified by the mail server 110 so that it can be displayed in the area 1106 of the countermeasure content display area 904.

[0162] If the controller unit 101 determines that the encryption algorithm supported by the mail server 110 is within the range of encryption algorithms set in the image forming apparatus 100 (NO in S1613), the process proceeds to S1615.

[0163] The transition to S1615 means that there was no problem with the encryption algorithm set in the image forming apparatus 100. Therefore, it is considered that the cause of the error that occurred in the job to be diagnosed is at least not "no common encryption algorithm." Therefore, in S1615, the controller unit 101 can identify that "no common encryption algorithm," which was presented to the user as one of the candidate error causes, is not the cause of the error that occurred in the job to be diagnosed. Therefore, the controller unit 101 can delete "no common encryption algorithm," which was displayed as a candidate error cause in the list of candidate error causes 901 in FIG. 11(a).

[0164] 11(d) is a diagram showing an additional diagnosis result screen 1115 that is displayed as a result of performing additional diagnosis when the additional diagnosis button 1100 in FIG. 11(a) is pressed. Suppose that by narrowing down the error cause candidates for the exit code "#841", "TSL version mismatch" is identified as the error cause, and "no common encryption algorithm" is identified as not the error cause. In this case, the controller unit 101 displays only the identified error cause candidate "TSL version mismatch" in the error cause candidate list 901 on the additional diagnosis result screen 1115. In this way, by performing additional diagnosis, the number of error cause candidates displayed in the error cause candidate list 901 can be reduced.

[0165] The controller unit 101 also displays, in an area 1106 of the countermeasure content display area 904, the setting values ​​of the mail server 110 that were determined as a result of connecting to the mail server during the additional diagnosis. The user can actually take measures, such as changing the settings, while referring to the countermeasure content displayed in the countermeasure content display area 904, which corresponds to the possible error causes identified during the additional diagnosis. For example, in FIG. 11(d), the TLS version "1.2" is displayed in an area 1106 of the countermeasure content display area 904 as the setting value of the mail server 110 that is related to the "TLS version mismatch" identified as a result of the additional diagnosis. Therefore, the user can resolve the problem themselves by changing the upper limit of the TLS version of the image forming apparatus 100 from "1.1" to "1.2."

[0166] In addition, the process of determining whether the cause was "no common encryption algorithm" in Figure 16 may be performed first, and then the process of determining whether the cause was "TLS version mismatch" in Figure 15 may be performed.

[0167] In this embodiment, an error diagnosis can be performed to determine possible causes of an error using job information at the time of the malfunction, which is internal information of the image forming apparatus 100, without communicating with the mail server 110. However, in the error diagnosis, multiple possible causes of the error may be determined, and in this case, a corresponding solution to each of the determined multiple candidates is displayed, which requires the user to try all of the displayed solutions, which is time-consuming.

[0168] In this embodiment, it is also possible to perform additional diagnosis using information obtained by changing the internal parameters of the image forming apparatus 100 and connecting to the mail server 110. Therefore, according to this embodiment, the additional diagnosis narrows down the possible causes of the error, thereby reducing the effort required for the user to resolve the problem themselves.

[0169] <Embodiment 2> In the first embodiment, a method for reducing the number of candidate error causes was described, in which the internal parameters of the image forming apparatus 100 are changed and the image forming apparatus 100 connects to the mail server 110 to perform additional diagnosis. In this embodiment, a method for notifying the user when the image forming apparatus 100 performs additional diagnosis but is unable to reduce the number of candidate error causes for some reason will be described. This embodiment will be described focusing on the differences from the first embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0170] Assume that a job with an exit code of "#841" is the target of diagnosis, and an error diagnosis is performed in S1004, resulting in a diagnosis result screen 1110 with multiple candidate error causes being displayed. Then, assume that the user instructs additional diagnosis on the diagnosis result screen 1110, but the controller unit 101 of the image forming apparatus 100 is unable to narrow down the candidate error causes in the additional diagnosis. "Unable to narrow down the candidate error causes" means that either the number of candidate error causes could not be reduced, or the number of candidate error causes could not be reduced to one.

[0171] 17 is a diagram showing an additional diagnosis result screen 1715 of this embodiment, which is displayed in S1015 when additional diagnosis has been performed but the error cause candidates could not be narrowed down. The same symbols are used for the same parts as in the additional diagnosis result screen 1115 of FIG. 11(d).

[0172] The controller unit 101 of the image forming apparatus 100 displays an additional diagnosis failed message 1700 on the additional diagnosis result screen 1715 to notify the user that additional diagnosis has been performed but the cause of the error could not be narrowed down. Also, because this is the screen after additional diagnosis has been performed, the controller unit 101 grays out the additional diagnosis button 1100 on the additional diagnosis result screen 1715 so that it cannot be pressed. Note that the controller unit 101 of the image forming apparatus 100 may display countermeasure content, such as a link to a manual, on the additional diagnosis result screen 1715.

[0173] As described above, according to this embodiment, if the additional diagnosis fails to narrow down the possible causes of the error, the user can confirm this.

[0174] <Embodiment 3> In the first embodiment, a method was described in which the setting values ​​of the mail server 110 determined as a result of the additional diagnosis are displayed, and the user changes the setting values ​​of the image forming apparatus 100 to correspond to the setting values ​​of the mail server 110, thereby resolving the error. However, even though the setting values ​​of the image forming apparatus 100 that need to be changed are known, it is time-consuming for the user to open the setting change screen and operate it. Therefore, in this embodiment, a method in which the controller unit 101 of the image forming apparatus 100 automatically changes the setting values ​​of the image forming apparatus 100 will be described. This embodiment will be described mainly focusing on the differences from the first embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0175] Assume that a job with an exit code of "#841" is the target of diagnosis, an error diagnosis is performed in S1004, and a diagnosis result screen 1110 showing multiple candidate error causes is displayed. The user instructs additional diagnosis on the diagnosis result screen 1110, and the controller unit 101 of the image forming apparatus 100 performs additional diagnosis, narrowing down the candidate error cause to "TLS version mismatch."

[0176] 18(a) is a diagram showing an additional diagnosis result screen 1815 of this embodiment when the error cause candidates have been narrowed down to "TLS version mismatch." The same parts as those in the additional diagnosis result screen 1115 of FIG. 11(d) are assigned the same reference numerals.

[0177] Assume that the TLS version value "1.2" is acquired in the additional diagnosis as a setting value of the mail server 110 related to the identified error cause candidate "TLS version mismatch." In this embodiment, the controller unit 101 displays the additional diagnosis result screen 1815 so that it includes a setting reflect button 1800. When the setting reflect button 1800 is pressed by the user, the controller unit 101 of the image forming apparatus 100 automatically changes the setting value of the image forming apparatus 100 so that it corresponds to the setting value of the mail server 110 acquired as a result of the additional diagnosis.

[0178] 18(a), when the setting reflect button 1800 is pressed, the controller unit 101 of the image forming apparatus 100 changes the upper limit of the TLS version of the image forming apparatus 100 from "1.1" to "1.2." Changing the upper limit of the TLS version of the image forming apparatus 100 from "1.1" to "1.2" resolves the error.

[0179] 18B, to notify the user that the setting values ​​in the image forming apparatus 100 have been changed. When the user presses the close button 1802, the controller unit 101 closes the setting change screen 1801 and the additional diagnosis result screen 1815, and displays the home screen 500 on the touch panel.

[0180] As described above, according to this embodiment, it is possible to reduce the user's effort of operating the image forming apparatus 100 to change settings in order to eliminate the cause of an error identified by the additional diagnosis.

[0181] <Embodiment 4> In the first embodiment, to perform additional diagnosis, the user must press an additional diagnosis button 1100 on a diagnosis result screen 1110 that is displayed after the error diagnosis is performed, and then press an additional diagnosis execution button 1102 on an additional diagnosis confirmation screen 1101. In this embodiment, a method is described in which, when a user instructs the execution of error diagnosis, additional diagnosis is automatically performed. This embodiment will be described focusing on the differences from the first embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0182] 19 is a diagram showing an additional diagnosis setting screen 1900. The additional diagnosis setting screen 1900 is displayed, for example, when a button for displaying the additional diagnosis setting screen 1900 is pressed from a screen (not shown) that is displayed when the settings button 530 on the home screen 500 is pressed.

[0183] The ON button 1901 is a button for enabling the automatic execution of additional diagnosis. The OFF button 1902 is a button for disabling the automatic execution of additional diagnosis. The controller unit 101 controls the screen so that only one of the ON button 1901 or the OFF button 1902 can be pressed.

[0184] When the OK button 1903 is pressed, the controller unit 101 sets the additional diagnosis automatic execution setting to either enabled or disabled, depending on which button is pressed, the ON button 1901 or the OFF button 1902. Then, the additional diagnosis setting screen 1900 is closed and the screen returns to the home screen 500.

[0185] 10, when the user instructs execution of an error diagnosis in S1002, steps S1003 to S1015 are carried out as described in embodiment 1. That is, to have the additional diagnosis carried out, the user presses the additional diagnosis button 1100 on the diagnosis result screen 1110 that is displayed after execution of the error diagnosis in S1006. Furthermore, the user needs to press the execute additional diagnosis button 1102 on the additional diagnosis confirmation screen 1101 in S1008.

[0186] 10, when the user instructs execution of an error diagnosis in S1002, the controller unit 101 executes the processes of S1003 to S1004 and then executes the processes of S1009 and thereafter. That is, the display of the diagnosis result screen in S1005 and the display of the additional diagnosis confirmation screen in S1007 are not executed, and the additional diagnosis process is executed automatically. Note that if only one candidate cause of the error is determined in S1004, the process of S1005 is executed. Therefore, the error diagnosis and additional diagnosis are executed by the controller unit 101 simply by the user instructing execution of the error diagnosis in S1002.

[0187] As described above, according to this embodiment, it is possible to reduce the amount of work required for the user to perform operations before performing additional diagnosis.

[0188] <Embodiment 5> In the first embodiment, in order to instruct error diagnosis for a job in which an error has occurred, the user had to display the job history screen 700 or the email transmission trouble handling screen 804, select the job to be diagnosed, and instruct error diagnosis. In this embodiment, a method in which the user instructs error diagnosis from the end screen that is displayed after the job is executed will be described. This embodiment will be described focusing on the differences from the first embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0189] Fig. 20 is a diagram showing the end screen of this embodiment. The end screen 2000 of Fig. 20 represents the end screen 2000 displayed in this embodiment when the transmission result is "NG". That is, if the user instructs to send an email in S408 and the controller unit 101 sends the email in S410 but the email transmission fails, the controller unit 101 displays the end screen 2000 in S413.

[0190] The controller unit 101 of the image forming apparatus 100 accepts the user's pressing of the YES button 2001 on the end screen 2000 in Fig. 20 as an instruction to execute the error diagnosis in S1002. That is, when the YES button 2001 is pressed, the executed job becomes the job to be diagnosed, and the error diagnosis from S1003 onwards is executed.

[0191] When the user presses the NO button 2002 on the end screen 2000 , the controller unit 101 of the image forming apparatus 100 closes the end screen 2000 and displays the Scan to Mail setting screen 504 .

[0192] As described above, according to this embodiment, it is possible to reduce the user's effort in selecting a job to be diagnosed.

[0193] <Embodiment 6> In the first embodiment, it was explained that the parameter values ​​changed when additional diagnosis is performed are predetermined for each exit code. In this embodiment, a method will be described in which the parameter values ​​changed when additional diagnosis is performed are set to values ​​selected by the user. This embodiment will be explained focusing on the differences from the first embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0194] Fig. 21(a) is a diagram showing an additional diagnosis confirmation screen 2101 of this embodiment, which is displayed in S1007 of Fig. 10. The same parts as those in the additional diagnosis confirmation screen 1101 of Fig. 11(b) are assigned the same reference numerals. The additional diagnosis confirmation screen 2101 includes a parameter specification button 2100. By pressing the parameter specification button 2100, the user can select any value for the parameter used by the image forming apparatus 100 to connect to the mail server 110 when performing additional diagnosis.

[0195] Specifically, when the user presses the parameter specification button 2100, the controller unit 101 of the image forming apparatus 100 displays a parameter specification screen 2110 shown in FIG. 21B. The parameter specification screen 2110 is a screen on which the user can specify parameter values ​​that correspond to the exit code associated with the job to be diagnosed. FIG. 21B is an example of a parameter specification screen that is displayed when the error diagnosis results in "TLS version mismatch" and "no common encryption algorithm" being presented as possible error causes. FIG. 21B shows a screen on which the user can specify arbitrarily selected values ​​for the TLS version parameter corresponding to "TLS version mismatch" and the encryption algorithm parameter corresponding to "no common encryption algorithm."

[0196] For example, when the user presses the input field 2102 for the upper limit value of the TLS version or the input field 2103 for the lower limit value, the controller unit 101 displays a keyboard screen (not shown), allowing the user to specify any numerical value in the input fields 2102 and 2103.

[0197] Furthermore, when the user presses the button of the algorithm that the user wants to specify from the algorithm list 2104, the algorithm corresponding to the pressed button can be specified. Furthermore, when the user presses the optional algorithm specification button 2105, the controller unit 101 displays a keyboard screen (not shown), allowing the user to specify any algorithm (for example, "hoge") that is not in the algorithm list 2104.

[0198] When the user presses the OK button 2106, the controller unit 101 saves the parameter values ​​specified by the user, closes the parameter specification screen 2110, and displays the additional diagnosis confirmation screen 1101. For example, assume that the OK button 2106 is pressed in the state shown in FIG. 21(b). In this case, the following are saved: "1.4" as the upper limit of the TLS version, "1.0" as the lower limit, and "AES-CBC," "AES-GCM," "RSA," "SHA-384," and the optional "hoge" as the encryption algorithm. In this case, the controller unit 101 displays the additional diagnosis confirmation screen 2101 as shown in FIG. 21(c), and displays the specified parameters in a TLS version display area 2108 and an encryption algorithm display area 2109.

[0199] In this state, when the additional diagnosis execution button 1102 is pressed, the encryption algorithm is changed to "AES-CBC," "AES-GCM," "RSA," "SHA-384," or "hoge" in S1611 of FIG. 16(b) during the additional diagnosis. Also, in S1511 of FIG. 15(b) during the additional diagnosis, the upper limit of the TLS version is changed to "1.4" and the lower limit to "1.0." Therefore, for example, even if the new TLS version 1.4 is added and the image forming apparatus 100 has not yet recognized the new version, the user can manually specify 1.4.

[0200] When the close button 2107 is pressed by the user, the controller unit 101 does not save the specified parameter values, closes the parameter specification screen 2110, and displays the additional diagnosis confirmation screen 2101.

[0201] As described above, according to this embodiment, when the image forming apparatus 100 actually checks the connection with the mail server 110 in the additional diagnosis, the connection with the mail server 110 can be confirmed based on the parameter values ​​arbitrarily specified by the user.

[0202] <Other embodiments> In the above-described embodiment, the processing performed by the controller unit 101 of the image forming apparatus 100 may be performed by a device external to the image forming apparatus 100. For example, at least a part of the processing performed by the controller unit 101 in the above-described embodiment may be performed by the controller unit 121 of the information processing server 120 connected to the image forming apparatus 100 via the network 130 shown in FIG. 1. The hardware configuration and functional configuration of the controller unit 121 may be the same as the configurations shown in FIGS. 2 and 3.

[0203] For example, when an email sending job is executed in the image forming apparatus 100, the controller unit 121 of the information processing server 120 may determine the values ​​of parameters that the image forming apparatus 100 uses to communicate with the email server. The image forming apparatus 100 may acquire the values ​​determined by the controller unit 121, thereby setting the parameters to be used to communicate with the email server.

[0204] Alternatively, the controller unit 121 of the information processing server 120 may perform one or both of the error diagnosis and the additional diagnosis. For example, the controller unit 121 of the information processing server 120 may perform the error diagnosis by receiving an error notification and determining error identification information (exit code) of the job to be diagnosed. The controller unit 121 of the information processing server 120 may acquire the error identification information (exit code) of the job to be diagnosed. The controller unit 121 may also acquire parameter values ​​used in the image forming apparatus 100's communication with the mail server 110 when the job to be diagnosed was executed. The controller unit 121 may then use the acquired data to perform the processes shown in FIGS. 13(b), 14(b), 15(b), and 16(b) to identify the cause of the error. That is, the controller unit 121 may perform the additional diagnosis by comparing the results of communication with the mail server 110 while changing the parameter values ​​with the parameter values ​​set in the image forming apparatus 100 when the job was executed.

[0205] Two or more of the above-described embodiments may be combined.

[0206] The present disclosure can 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 can also be realized by a circuit (e.g., ASIC) that realizes one or more functions.

[0207] The techniques disclosed in the above-described embodiments include the following configurations.

[0208] (Configuration 1) An information processing apparatus that processes a transmission job for transmitting an email, a setting means for setting in advance the values ​​of parameters used for communication with a mail server in order to execute the transmission job; an execution means for executing the transmission job using the set parameter values; a diagnostic unit that diagnoses a failed transmission job among the transmission jobs executed by the execution unit by communicating with the mail server using parameter values ​​different from the set parameter values; a specifying unit for specifying a cause of the failure in the execution of the transmission job based on the diagnosis performed by the diagnosing unit; An information processing device comprising:

[0209] (Configuration 2) The method further includes acquiring means for acquiring error identification information of the transmission job that has failed to be executed, The diagnostic means sets the values ​​of the different parameters based on the error identification information. 2. The information processing device according to configuration 1,

[0210] (Configuration 3) The apparatus further includes a management unit for managing the error identification information acquired when the execution of the transmission job fails, in association with the transmission job. 3. The information processing device according to configuration 2.

[0211] (Configuration 4) The apparatus further includes a display control means for displaying a list of executed transmission jobs, If the transmission job selected by the user from the list is a failed transmission job, the specifying unit specifies the cause of the failure in execution of the selected transmission job. 4. The information processing device according to configuration 3.

[0212] (Configuration 5) The system further includes a determination unit that determines possible causes of the failure of a transmission job selected by a user as a target for diagnosis based on the error identification information associated with the transmission job as a target for diagnosis, without communicating with the mail server. 5. The information processing device according to any one of configurations 2 to 4.

[0213] (Configuration 6) The identification means When the determining unit determines candidates for the cause of the failure of the transmission job to be diagnosed, the determining unit identifies the cause of the failure of the transmission job to be diagnosed from among the candidates. 6. The information processing device according to configuration 5.

[0214] (Configuration 7) The number of causes identified by the identification means is less than the number of candidates. 7. The information processing device according to configuration 6.

[0215] (Configuration 8) a display control unit that displays a first screen that displays the candidate determined by the determination unit and allows a user to instruct additional diagnosis via the first screen; The specifying means specifies the cause from among the candidates when a user instructs the additional diagnosis. 8. The information processing device according to any one of configurations 5 to 7.

[0216] (Configuration 9) The display control means After the user has instructed the additional diagnosis, the button for the user to instruct the additional diagnosis is displayed in gray out. 9. The information processing device according to configuration 8.

[0217] (Configuration 10) The system further includes a notification unit that notifies a user when the cause identified by the identification unit and the candidate determined by the determination unit are the same. 10. The information processing device according to any one of configurations 5 to 9.

[0218] (Configuration 11) The device further includes a second setting means for setting whether the specifying means specifies the cause from among the candidates without a user instruction, or whether the specifying means specifies the cause from among the candidates when a user instruction is given. 11. The information processing device according to any one of configurations 5 to 10.

[0219] (Configuration 12) The apparatus further includes a display control means for displaying a screen for selecting a transmission job as a transmission job to be diagnosed when the transmission job has failed to be executed. 12. The information processing device according to any one of configurations 5 to 11.

[0220] (Configuration 13) displaying a countermeasure corresponding to the cause identified by the identifying means from among the candidates determined by the determining means; The method further includes a display control means for not displaying countermeasures corresponding to candidates that have not been identified as the cause among the candidates determined by the determination means. 13. The information processing device according to any one of configurations 5 to 12.

[0221] (Configuration 14) The method further comprises a display control means for displaying a setting value set in the mail server when the setting value is acquired as a result of communication with the mail server using the different parameter value. 14. The information processing device according to any one of configurations 1 to 13.

[0222] (Configuration 15) The setting means If the different parameter values ​​are used to communicate with the mail server and the setting values ​​set in the mail server are acquired, The value of a parameter used for communication with the mail server to execute the sending job is changed to a value based on the setting value. 15. The information processing device according to any one of configurations 1 to 14.

[0223] (Configuration 16) The method further includes a change unit for changing a value of a parameter based on the error identification information to a value based on an instruction from a user, The identifying means identifies the cause based on a result of communication with the mail server using the parameter value changed by the changing means. 14. The information processing device according to any one of configurations 2 to 13.

[0224] (Configuration 17) The diagnostic means comprises: changing a parameter value based on a candidate selected from a plurality of candidates for the cause of the failure of the execution of the transmission job, and performing the diagnosis by checking the connection with the mail server using the changed parameter value; The specifying means determines whether a candidate selected from the plurality of candidates is the cause based on the result of the connection confirmation, and repeats the process until all of the plurality of candidates are selected. 17. The information processing device according to any one of configurations 1 to 16.

[0225] (Configuration 18) generating means for scanning an original and generating a scanned image; a sending means for sending the scanned image by email through communication with a mail server; Each means of the information processing device according to configuration 1; An image forming apparatus comprising:

[0226] (Configuration 19) A system having an image forming apparatus and an information processing apparatus, the image forming apparatus, a setting means for setting in advance parameter values ​​used for communication with a mail server in order to execute a transmission job for transmitting an email; an execution unit that executes the transmission job using the set parameter values, The information processing device includes: a diagnostic unit that diagnoses a failed transmission job among the transmission jobs executed by the execution unit by communicating with the mail server using parameter values ​​different from the set parameter values; and a specifying unit for specifying the cause of the failure in execution of the transmission job based on the diagnosis performed by the diagnosing unit. A system characterized by:

[0227] (Configuration 20) An information processing method for processing a transmission job for transmitting an email, comprising: a setting step of setting in advance parameter values ​​used for communication with a mail server to execute the transmission job; an execution step of executing the transmission job using the set parameter values; a diagnosis step of diagnosing a failed transmission job among the transmission jobs executed in the execution step by communicating with the mail server using parameter values ​​different from the set parameter values; a determining step of determining a cause of the failure in the execution of the transmission job based on the diagnosis performed in the diagnosing step; An information processing method comprising:

[0228] (Configuration 21) 18. A program for causing a computer to execute each means of the information processing device according to any one of configurations 1 to 17. [Explanation of symbols]

[0229] 101 Controller 303 Job Control Unit

Claims

1. An information processing apparatus that processes a transmission job for transmitting an email, a setting means for setting in advance the values ​​of parameters used for communication with a mail server in order to execute the transmission job; an execution means for executing the transmission job using the set parameter values; a diagnostic unit that diagnoses a failed transmission job among the transmission jobs executed by the execution unit by communicating with the mail server using parameter values ​​different from the set parameter values; a specifying unit for specifying a cause of the failure in the execution of the transmission job based on the diagnosis performed by the diagnosing unit; An information processing device comprising:

2. The method further includes acquiring means for acquiring error identification information of the transmission job that has failed to be executed, The diagnostic means sets the values ​​of the different parameters based on the error identification information.

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

3. The apparatus further includes a management unit for managing the error identification information acquired when the execution of the transmission job fails, in association with the transmission job.

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

4. The apparatus further includes a display control means for displaying a list of executed transmission jobs, If the transmission job selected by the user from the list is a failed transmission job, the specifying unit specifies the cause of the failure in execution of the selected transmission job.

4. The information processing apparatus according to claim 3,

5. The system further includes a determination unit that determines possible causes of the failure of a transmission job selected by a user as a target for diagnosis based on the error identification information associated with the transmission job as a target for diagnosis, without communicating with the mail server.

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

6. The identification means When the determining unit determines candidates for the cause of the failure of the transmission job to be diagnosed, the determining unit identifies the cause of the failure of the transmission job to be diagnosed from among the candidates.

6. The information processing apparatus according to claim 5,

7. The number of causes identified by the identification means is less than the number of candidates.

7. The information processing apparatus according to claim 6,

8. a display control unit that displays a first screen that displays the candidate determined by the determination unit and allows a user to instruct additional diagnosis via the first screen; The specifying means specifies the cause from among the candidates when a user instructs the additional diagnosis.

6. The information processing apparatus according to claim 5,

9. The display control means After the user has instructed the additional diagnosis, the button for the user to instruct the additional diagnosis is displayed in gray out.

9. The information processing apparatus according to claim 8,

10. The system further includes a notification unit that notifies a user when the cause identified by the identification unit and the candidate determined by the determination unit are the same.

6. The information processing apparatus according to claim 5,

11. The device further includes a second setting means for setting whether the specifying means specifies the cause from among the candidates without a user instruction, or whether the specifying means specifies the cause from among the candidates when a user instruction is given.

6. The information processing apparatus according to claim 5,

12. The apparatus further includes a display control means for displaying a screen for selecting a transmission job as a transmission job to be diagnosed when the transmission job has failed to be executed.

6. The information processing apparatus according to claim 5,

13. The method further comprises a display control means for displaying a countermeasure corresponding to the cause identified by the identification means from among the candidates determined by the determination means, and not displaying a countermeasure corresponding to a candidate not identified as the cause from among the candidates determined by the determination means.

6. The information processing apparatus according to claim 5,

14. The method further comprises a display control means for displaying a setting value set in the mail server when the setting value is acquired as a result of communication with the mail server using the different parameter value.

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

15. The setting means When a setting value set in the mail server is acquired as a result of communication with the mail server using the different parameter value, the parameter value used in communication with the mail server to execute the transmission job is changed to a value based on the setting value.

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

16. The method further includes a change unit for changing a value of a parameter based on the error identification information to a value based on an instruction from a user, The identifying means identifies the cause based on a result of communication with the mail server using the parameter value changed by the changing means.

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

17. The diagnostic means comprises: changing a parameter value based on a candidate selected from a plurality of candidates for the cause of the failure of the execution of the transmission job, and performing the diagnosis by checking the connection with the mail server using the changed parameter value; The specifying means determines whether a candidate selected from the plurality of candidates is the cause based on the result of the connection confirmation, and repeats the process until all of the plurality of candidates are selected.

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

18. generating means for scanning an original and generating a scanned image; a sending means for sending the scanned image by email through communication with a mail server; Each means of the information processing device according to claim 1; An image forming apparatus comprising:

19. A system having an image forming apparatus and an information processing apparatus, the image forming apparatus, a setting means for setting in advance parameter values ​​used for communication with a mail server in order to execute a transmission job for transmitting an email; an execution unit that executes the transmission job using the set parameter values, The information processing device includes: a diagnostic unit that diagnoses a failed transmission job among the transmission jobs executed by the execution unit by communicating with the mail server using parameter values ​​different from the set parameter values; and a specifying unit for specifying the cause of the failure in execution of the transmission job based on the diagnosis performed by the diagnosing unit. A system characterized by:

20. An information processing method for processing a transmission job for transmitting an email, comprising: a setting step of setting in advance parameter values ​​used for communication with a mail server to execute the transmission job; an execution step of executing the transmission job using the set parameter values; a diagnosis step of diagnosing a failed transmission job among the transmission jobs executed in the execution step by communicating with the mail server using parameter values ​​different from the set parameter values; a determining step of determining a cause of the failure in the execution of the transmission job based on the diagnosis performed in the diagnosing step; An information processing method comprising:

21. A program for causing a computer to execute each means of the information processing apparatus according to any one of claims 1 to 17.

Images