Information processing apparatus, method for controlling information processing apparatus, and storage medium

Abstract

Aspects of non-limiting embodiments of the present disclosure relate to reducing the time required for a user to deal with a diagnosis in a configuration in which a diagnosis target job is selected and diagnosis is performed.SOLUTION: According to an aspect of the present disclosure, an information processing apparatus includes a first display configured to display information relating to a transmission job for each transmission job instructed to be executed, a receiver configured to receive selection of information relating to a transmission job in which an error has occurred, a diagnosis unit configured to diagnose the transmission job associated with the information received by the receiver, and a second display configured to display a plurality of coping methods for the transmission job as a result of the diagnosis by the diagnosis unit, wherein the second display is configured to preferentially display a coping method relating to a link-down among the plurality of displayed coping methods.SELECTED DRAWING: Figure 9

Description

[Technical Field]

[0001] The present invention relates to an information processing device that performs device diagnosis. [Background technology]

[0002] When sending image data to an external server or other device, a transmission error may occur. Causes of the transmission error include failure to authenticate the external server or entering an incorrect host name for the external server.

[0003] There are several inventions that present to the user the causes of various errors that occur during such transmission and how to resolve them.

[0004] Japanese Patent Application Laid-Open No. 2018-086842 discloses a technology for displaying a job that has resulted in an error as a history and displaying how to deal with the error. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Patent Publication No. 2018-086842 Summary of the Invention [Problem to be solved by the invention]

[0006] In order for a user to understand the cause of an error in a job and take appropriate action, an information processing apparatus has been proposed that has a diagnostic function for diagnosing an error in a job.

[0007] When a job that transmits image data, a so-called SEND job, results in an error, there are multiple possible causes for the error. It is difficult for the user to determine which of these causes they should address first.

[0008] Therefore, an object of the present invention is to reduce the time required for a user to deal with a problem in a configuration in which a job to be diagnosed is selected and diagnosed. [Means for solving the problem]

[0009] In consideration of the above problems, the information processing device of the present invention is an information processing device that executes a transmission job to transmit data to another device via a network in response to an instruction from a user, and is characterized by comprising: a first display means that displays information about the transmission job for each transmission job instructed to be executed; a reception means that receives a selection of information from the information about the transmission job in which an error has occurred; a diagnostic means that diagnoses the transmission job linked to the information received by the reception means; a second display means that displays multiple ways to deal with the transmission job as a result of the diagnosis by the diagnostic means; and the second display means that prioritizes and displays ways to deal with link down among the multiple ways to deal with the displayed information. [Effects of the Invention]

[0010] According to the present invention, it is possible to appropriately present to the user how to deal with the job to be diagnosed, thereby reducing the time required for the deal. [Brief explanation of the drawings]

[0011] [Figure 1] 1 is a system configuration diagram of the present embodiment. [Figure 2] FIG. 2 is a diagram illustrating the internal configuration of a controller unit of an MFP. [Figure 3] FIG. 1 is a diagram showing the internal configuration of the controller of the file server / mail server. [Figure 4] FIG. 1 is a block diagram of software executed in the controller of the MFP. [Figure 5] 1 is a data structure of a job history. [Figure 6] 10 is a flowchart when error information is stored. [Figure 7] This is a screen for selecting the diagnostic content to be diagnosed by the diagnostic means. [Figure 8] This is a screen for selecting a job to be diagnosed by the diagnostic unit. [Figure 9]10 is a flowchart showing a process for displaying a list of countermeasures. [Figure 10] This is a screen showing a list of solutions. [Figure 11] This screen does not display how to deal with link down issues. DETAILED DESCRIPTION OF THE INVENTION

[0012] The present embodiment will be described below with reference to the drawings.

[0013] 1 shows an example of a system configuration of this embodiment. The system in this embodiment is composed of an MFP 100, an optional file server 110, and an optional mail server 120. Although an MFP is used in this embodiment, any information processing device that processes information may be used.

[0014] The MFP 100, file server 110, and mail server 120 are connected via a network 130. The network 130 may be either a wired or wireless connection, or may be the Internet or an intranet. For example, any form of connection may be used as long as data exchange is possible, such as a wireless connection, Wi-Fi, or a data communication line.

[0015] The MFP 100 is an image forming device that reads images using a scanner (reading means) and prints images. The MFP 100 has an operation unit 102 that inputs and outputs data to and from the user. The MFP 100 has a printer unit 103 that outputs electronic data to a recording material. The MFP 100 has a scanner unit 104 that reads the recording material 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.

[0016] FIG. 2 is a detailed block diagram of the controller unit 101 of the MFP. The CPU 201 performs the main arithmetic processing within the controller. The CPU 201 is connected to a DRAM 202 via a bus. The DRAM 202 is used by the CPU 201 as a working memory for temporarily storing program data representing arithmetic instructions and data to be processed during the CPU 201's calculations. The CPU 201 is connected to an I / O controller 203 via a bus. 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, which is further connected to a Flash ROM 210 and a HDD 209. The CPU 201 uses the Flash ROM 210 and HDD 209 to permanently store programs for implementing the MFP's functions and document files. A network I / F 204 is connected to the I / O controller 203. A wired LAN device and a wireless LAN device are connected to the network I / F 204. The CPU 201 controls wired LAN devices and wireless LAN devices via a network I / F 204 to realize communication on the network 130. A panel I / F 206 is connected to the I / O controller 203, and the CPU 201 realizes input and output for the user to the operation unit 102 via the panel I / F 206. A printer I / F 207 is connected to the I / O controller 203, and the CPU 201 realizes output processing of recording material using the printer unit 103 via the printer I / F 207.

[0017] The MFP 100 has various applications for using the MFP's functions, such as copy and send functions.

[0018] For example, when performing a copy function, the CPU 201 loads program data from the Flash ROM 210 into the DRAM 202 via the SATA I / F 205. The CPU 201 detects a copy instruction from the user via the operation unit 102 via the panel I / F 206 in accordance with the program loaded into the DRAM 202. When the CPU 201 detects a copy instruction, it receives an original as electronic data from the scanner unit 104 via the scanner I / F 208 and stores the data in the DRAM 202. The CPU 201 performs color conversion processing suitable for output on the image data stored in the DRAM 202. The CPU 201 transfers the image data stored in the DRAM 202 to the printer unit 103 via the printer I / F 207, and performs output processing onto a recording material.

[0019] In the transmission function, the CPU 201 detects a transmission instruction from the user in the same process as in the copy function described above. The transmission instruction includes the transmission protocol, destination specification, image format, etc. from the user. The transmission protocol is SMB, FTP, etc., and the destination specification is specified, for example, using UNC (Universal Naming Convention). The image format is JPEG, PDF, etc. When the CPU 201 detects a transmission instruction, it receives the original as electronic data from the scanner unit 104 via the scanner I / F 208 and stores it in the DRAM 202. The CPU 201 performs image format conversion, etc., specified by the user, on the image data stored in the DRAM 202. The CPU 201 transfers the image data stored in the DRAM 202 to the destination via the network I / F 204 using the protocol specified by the user.

[0020] The above is an example of the functions of the MFP 100, and other functions may also be included.

[0021] FIG. 3 is a block diagram showing details of the file server 110 and the mail server 120 according to this embodiment. In this embodiment, for simplicity, the file server 110 and the mail server 120 are shown in the same block diagram, but they may have different configurations. The CPU 301 is connected to a DRAM 302 via a bus. The DRAM 302 is used by the CPU 301 as a working memory for temporarily storing program data representing arithmetic instructions and data to be processed during the CPU 301's calculations. The CPU 301 is connected to an I / O controller 303 via a bus. A network I / F 304 is connected to the I / O controller 303. A wired LAN device and a wireless LAN device are connected to the network I / F 304. The CPU 301 realizes communication on the network 130 by controlling the wired LAN device and the wireless LAN device via the network I / F 304. The I / O controller 303 performs input and output to and from various devices according to instructions from the CPU 301. A SATA (Serial Advanced Technology Attachment) I / F 305 is connected to the I / O controller 303, and a HDD 306 is connected to the SATA I / F 305. The CPU 301 executes a program related to authorization processing if it is an authorization server, or a program related to email sending and receiving processing if it is a mail server. In this manner, the hardware such as the CPU 301, DRAM 302, and HDD 306 constitute a so-called computer. For the sake of explanation, this embodiment illustrates a case in which one CPU 301 executes each process shown in the flowcharts described below using one memory (DRAM 302), but other embodiments are also possible. For example, each process shown in the flowcharts described below can be executed by multiple processors, RAMs, ROMs, and storages working together. Each process can also be executed using multiple server computers.

[0022] FIG. 4 is a block diagram showing the software configuration executed by the controller unit 101 of the MFP. This software runs on an arbitrary operating system (hereinafter, OS). All software executed by the controller unit 101 is executed after the CPU 201 loads programs stored in the Flash ROM 211 into the DRAM 202. The operation control unit 401 displays screen images for the user on the operation unit 102, detects user operations, and executes processes linked to screen components such as buttons displayed on the screen. The data storage unit 402 stores and reads requests from other control units in the HDD 209 or Flash ROM 210. The job control unit 403 controls job execution in accordance with instructions from other control units. The image processing unit 404 processes image data into a format suitable for the application in accordance with instructions from the job control unit 403. The print processing unit 405 prints and outputs images on recording material via the printer I / F 207 in accordance with instructions from the job control unit 403. The reading control unit 406 reads the specified document via the scanner I / F 208 in accordance with instructions from the job control unit 403. The network control unit 407 inputs and outputs data from the LAN or public line network via the network I / F 204 in accordance with instructions from each control unit. In addition, the data storage unit 402 enables data stored in the Flash ROM 210 to be accessed from an external device via the network control unit 507. Examples of data stored in the Flash ROM 210 include images such as PDF and JPEG.

[0023] A transmission control unit 408 executes a process of transmitting the image data read by the reading processing unit 406 to the file server 110 or the mail server 120 via a network control unit 407. The results of the transmission process are stored in the HDD 209 via a data storage unit 402 as a job history shown in FIG.

[0024] FIG. 5 illustrates an example of the data structure of a job history. Job identifier 501 is a unique number for uniquely identifying the job of the transmission result. Date and time 502 indicates the date and time when transmission was completed. Transmission destination 503 indicates the destination information to which the data was sent. Transmission result 504 indicates information on whether the transmission was successful (OK) or unsuccessful (NG). Exit code 505 is a number that indicates an outline of the cause of the failure. For example, #801 indicates that communication with the server was not possible for some reason, and #802 indicates that image data could not be sent to the server for some reason. #99 indicates that the user canceled the transmission. The job history displays the history of transmission jobs that sent data. However, this is not a limitation, and jobs in which copying was performed using the copy function may also be displayed as part of the job history.

[0025] Detailed information about the cause of the transmission error is stored in the detailed error 506. For example, the detailed error for a job that ended with #801 during email transmission is "550." This is the error information returned when the email cannot be sent from the email server 120, and is defined for each email server. From this error information, it is possible to know the detailed cause of the error (such as an incorrect username or password during authentication).

[0026] In addition, the detailed error for a job that ended with #802 during file transmission is "STATUS_OBJECT_PATH_NOT_FOUND." This is the error information that is returned when transmission from the file server 110 is not possible, and is defined for each file server. From this error, it is possible to know the detailed cause of the error (for example, the destination folder path does not exist).

[0027] On the other hand, for the job history where transmission failed (NG) at #99, nothing is recorded in the detailed error because it was canceled by the user themselves.

[0028] Link down error 507 stores information on whether or not a network link down has occurred.

[0029] The network diagnostic unit 409 is a control unit for determining whether or not the network connection is in a link-down state, and whether or not the network connection is in a link-down state can be obtained via the OS.

[0030] The error diagnosis control unit 410 is a control unit for diagnosing the cause of the transmission error using the job history data in FIG.

[0031] A method for saving job history data when a transmission error occurs in a transmission job in this embodiment will be described with reference to Fig. 6. In this embodiment, all software executed by MFP 100 in Fig. 6 is executed after CPU 201 loads programs stored in Flash ROM 210 into DRAM 202.

[0032] In step S601, the transmission control unit 408 determines whether a transmission error has occurred when transmitting to an arbitrary transmission destination.

[0033] In S606, if no transmission error occurs in S601, information indicating successful transmission (OK) is written in the transmission result 504 in the job history data, and the process ends.

[0034] In S602, if a transmission error occurs in S601, transmission failure (NG) is written in the transmission result 504 and, if necessary, information on a detailed error 506 is written in the job history data.

[0035] In S603, the transmission control unit 408 requests the network diagnosis unit 409 to diagnose the network. The network diagnosis unit 409 obtains information via the OS as to whether or not the link is down, and returns the network diagnosis result to the transmission control unit 408.

[0036] In S604, the transmission control unit 408 determines the results of the network diagnosis in S603, and if a link-down error has not occurred, the process ends.

[0037] In step S605, the transmission control unit 408 writes information indicating that a link down has occurred in the link down error 507 into the job history data, and the process ends.

[0038] Next, a diagnostic means for diagnosing a job in which an error has occurred in this embodiment will be described.

[0039] The diagnostic means is executed from a screen such as that shown in FIG.

[0040] Fig. 7 is an example of a screen displaying the diagnostic contents diagnosed by the diagnostic unit. The diagnostic contents can be selected from options 701 and 702. This is not a limitation and more options may be provided. Also, while Fig. 7 displays only diagnostic contents related to transmission jobs, it is preferable to include diagnostic contents related to copy jobs and the like in the options.

[0041] When option 701 is selected, Fig. 8 is displayed by the first display means. The first display means displays a list of job histories from the job history in Fig. 5 in which transmission destination 503 is an email destination and detailed error 506 remains. In Fig. 8, one transmission job is displayed by the first display means, but if there are multiple transmission jobs in which an error has occurred, multiple transmission jobs will be displayed. Only the number of transmission jobs in question is displayed by the first display means.

[0042] Similarly, when option 702 is selected, the first display unit displays a list of job histories in FIG. 5 in which transmission destination 503 is a file destination and detailed error 506 remains.

[0043] In FIG. 8, information about a transmission job, such as a date and time 502, a transmission destination 503, a transmission result 504, and an end code 505, is displayed in association with each transmission job.

[0044] 8, the reception unit receives from the user one piece of information (icon) relating to an arbitrary transmission job from the displayed information. After the reception unit receives the information, the diagnosis unit executes a diagnosis by pressing Execute Diagnosis 801.

[0045] The operation of the diagnostic means will now be described.

[0046] The diagnostic means in this embodiment will be described with reference to Fig. 9. In this embodiment, all software executed by the MFP 100 in Fig. 9 is executed after the CPU 201 loads programs stored in the Flash ROM 210 into the DRAM 202.

[0047] In step S901, the error diagnosis control unit 410 generates a list of solutions to the error causes from the contents of the exit code 505 and detailed error 506 stored in the information selected in Fig. 8. The priority of the error causes to be displayed is determined according to the contents of the detailed error 506.

[0048] In S902, the error diagnosis control unit 410 checks whether or not error information is included in the link down error 507 stored in the information selected in FIG. 8, and determines whether or not a network link down has occurred.

[0049] In S903, the error diagnosis control unit 410 adds a link down error to the top of the list of countermeasures generated in S901.

[0050] In S904, the countermeasure generated in S903 is displayed on the operation unit 102 from the error diagnosis control unit 410 via the operation control unit 401 (second display means).

[0051] 10A is an example of a list of solutions displayed by the second display means. The solution list 1001 shows the cause of the network link down at the top. The topmost solution, "Cannot connect to network," is assigned the number 1.

[0052] In this embodiment, three countermeasures are displayed, but the number is not limited to three, and may be three or more or less than three.

[0053] When you select one of the solutions from the list, a screen with details of the solution will be displayed. Figures 10(B) and (C) are examples of such screens. Figure 10(B) is an example of the screen that appears when you select "Cannot connect to network" in 1001, and displays the cause of the error, how to deal with the error 1002, and the exit code 505.

[0054] The diagnostic means performs a diagnosis based on the completion code of the selected information. Therefore, the diagnosis is performed on the state of the device at the time when the transmission job linked to the selected information was executed. In other words, even if the network cable is properly connected at the time when the diagnosis is performed, the second display means displays the solution to the link down, "Cannot connect to network." In other words, there is a possibility that the network cable of the MFP is disconnected at the time when the user instructs execution of the transmission job.

[0055] Figure 10(C) is an example of the screen that appears when "Destination is incorrect" is selected in 1001, and in addition to the information displayed in Figure 10(B), it displays the sending destination 503 and the QR code (registered trademark) 1003 of the online manual. By displaying the sending destination 503, it is possible to check whether the destination is correct. By displaying the QR code 1003 of the online manual, it is possible to check the detailed troubleshooting steps described in the online manual. In the case of "Cannot connect to the network" in Figure 10(B), the troubleshooting steps are clear and are not described in the online manual, so the QR code 1003 of the online manual is not displayed.

[0056] If no link down has occurred in S902, the error list generated in S901 is displayed on the operation unit 102 from the error diagnosis control unit 410 via the operation control unit 401. Figure 11 is an example of the screen, and does not display "Cannot connect to network," which is the cause of the network link down state.

[0057] In S903, the list is generated so that solutions related to link down are displayed with priority, but it is also possible to determine the priority display of solutions other than link down. In Fig. 10(A), "Cannot connect to network," "Invalid destination," and "Registered on blacklist" are displayed in the solution list. A blacklist is a pre-registered destination so that data is not sent to registered destinations. If a destination registered on the blacklist is set as the destination, "Cannot connect to network" is displayed with the highest priority, followed by "Registered on blacklist." On the other hand, if the destination is not registered on the blacklist, "Invalid destination" is displayed with the lowest priority after "Cannot connect to network."

[0058] In this embodiment, the method of prioritizing the list of countermeasures and the control of the display order have been described, but other methods may be used, such as highlighting causes with high priority by using boldface characters.

[0059] With the above flow, if the network link is down, the cause of the link down state will be displayed at the top of the screen during error diagnosis, which will improve convenience when dealing with errors.

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

Claims

1. An information processing apparatus that executes a transmission job to transmit data to another apparatus via a network in response to an instruction from a user, a first display means for displaying information about each of the transmission jobs instructed to be executed; a receiving unit for receiving a selection of the information relating to the transmission job in which an error has occurred from among the information; a diagnosis unit that diagnoses the transmission job associated with the information received by the reception unit; a second display means for displaying a plurality of methods for dealing with the transmission job as a result of the diagnosis by the diagnosis means; the second display means displays a method for dealing with a link-down condition with priority among the plurality of methods for dealing with a link-down condition.

1. An information processing device comprising:

2. the information processing device is in a link-down state at the time when the receiving unit issues an instruction to execute the transmission job related to the information received; 2. The information processing apparatus according to claim 1, wherein:

3. When no error related to link down occurs in the transmission job related to the information accepted by the accepting means, the second display means does not display a method for dealing with the link down.

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

4. the number of the countermeasures displayed by the second display means is three or more; 2. The information processing apparatus according to claim 1, wherein:

5. the second display means displays one of the countermeasures other than the countermeasure for the link-down in priority after the countermeasure for the link-down based on the information received by the reception means.

5. The information processing apparatus according to claim 4,

6. the receiving means receives the diagnosis content before receiving the information; 2. The information processing apparatus according to claim 1, wherein:

7. The information displayed by the first display means is displayed based on the diagnosis content accepted by the accepting means.

7. The information processing apparatus according to claim 6,

8. the second display means displays the countermeasure for the link down at the top.

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

9. the second display means displays the plurality of countermeasures by assigning numbers to them, and assigns the number 1 to the countermeasure for link down.

9. The information processing apparatus according to claim 8,

10. a printing means for forming an image on a recording material and printing the image; an image reading means; 2. The information processing apparatus according to claim 1, further comprising:

11. 1. A method for controlling an information processing apparatus that executes a transmission job for transmitting data to another apparatus via a network in response to an instruction from a user, comprising: a first display step of displaying information about each of the transmission jobs instructed to be executed; a receiving step of receiving a selection of the information relating to the transmission job in which an error has occurred from the information; a diagnosis step of diagnosing the transmission job associated with the information received in the receiving step; a second display step of displaying a plurality of methods for dealing with the transmission job as a result of the diagnosis in the diagnosis step; In the second display step, a method for dealing with a link-down is preferentially displayed among the plurality of methods for dealing with the link-down.

2. A method for controlling an information processing apparatus comprising:

12. A control program that can be stored in a computer-readable storage medium, which, when executed by a computer, an information processing apparatus that executes a transmission job to transmit data to another apparatus via a network in response to an instruction from a user; a first display means for displaying information about each of the transmission jobs instructed to be executed; a receiving unit for receiving a selection of the information relating to the transmission job in which an error has occurred from among the information; a diagnosis unit that diagnoses the transmission job associated with the information received by the reception unit; a second display means for displaying a plurality of methods for dealing with the transmission job as a result of the diagnosis by the diagnosis means; the second display means displays a method for dealing with a link-down condition with priority among the plurality of methods for dealing with a link-down condition. A control program comprising:

Images