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

Abstract

To display information when a trouble occurs.SOLUTION: An information processing apparatus includes a first acquisition unit configured to acquire information on an item selected by a user from among items indicating a trouble that occurs when a print job is executed, a second acquisition unit configured to acquire setting information of a job selected by the user from among jobs that are candidates for a job in which the trouble indicated by the selected item has occurred, the job being a print job executed by an image forming apparatus, a handling method candidate based on the information acquired by the first acquisition unit, and the setting information of the job acquired by the second acquisition unit. And a display control unit configured to display a screen including: SELECTED DRAWING: Figure 10

Description

[Technical Field]

[0001] The present disclosure relates to a process for diagnosing a malfunction in an image forming device. [Background technology]

[0002] When a multifunction peripheral (MFP) executes a job, problems may occur, such as the job ending with an error, or the job ending normally but not producing the expected output. To resolve the problem, the user may need to contact a call center or have a service technician dispatched. To reduce the number of calls to the call center or the need to dispatch a service technician, there is a need for a function that allows users to resolve the problem themselves.

[0003] Patent Document 1 discloses that a method for solving a problem is displayed so that the user can solve the problem by himself. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 2020-87136 Summary of the Invention [Problem to be solved by the invention]

[0005] However, in Patent Document 1, only predetermined text is displayed as a solution, so the method in Patent Document 1 may not provide enough information to resolve the problem, and there is a risk that the user will not be able to resolve the problem by themselves. [Means for solving the problem]

[0006] The information processing device disclosed herein is characterized by having a first acquisition means for acquiring information regarding an item selected by a user from among items indicating troubles that may occur when a print job is executed, a second acquisition means for acquiring setting information for a job selected by the user from among print jobs executed by an image forming device that are candidates for the job in which the trouble indicated by the selected item occurred, and a display control means for displaying a screen including candidate solutions based on the information acquired by the first acquisition means and the setting information for the job acquired by the second acquisition means. [Effects of the Invention]

[0007] According to the technology of the present disclosure, it is possible to display information when a problem occurs. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 2 is a block diagram showing an example of a hardware configuration of the image forming apparatus. [Figure 2] FIG. 2 illustrates an example of a functional configuration of an image forming apparatus. [Figure 3] 10 is a flowchart illustrating a printing process. [Figure 4] FIG. 10 illustrates an example of a job log. [Figure 5] 10 is a flowchart for explaining an outline of a trouble diagnosis process. [Figure 6] FIG. 10 is a diagram illustrating an example of a trouble diagnosis menu screen. [Figure 7] FIG. 10 is a diagram illustrating an example of a problem candidate job display screen. [Figure 8] 10 is a flowchart illustrating a display process for a problem candidate job. [Figure 9] FIG. 10 is a diagram showing an example of a candidate job extraction table. [Figure 10] 10 is a flowchart illustrating a process of displaying possible solutions. [Figure 11] FIG. 10 is a diagram illustrating an example of a list of countermeasures. [Figure 12] FIG. 10 is a diagram showing an example of a solution candidate display screen. [Figure 13] 10 is a flowchart illustrating a process of displaying possible solutions. [Figure 14] FIG. 10 is a diagram showing an example of a solution candidate display screen. [Figure 15] 10 is a flowchart illustrating a process of displaying possible solutions. [Figure 16] FIG. 10 is a diagram showing an example of a solution candidate display screen. DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, embodiments of the technology of the present disclosure will be described with reference to the drawings. The components described in the following embodiments are examples of the technology of the present disclosure, and are not intended to limit the scope of the technology of the present disclosure.

[0010] First Embodiment In this embodiment, an example of an image forming apparatus that displays a method for dealing with a problem and job setting information on a screen will be described.

[0011] FIG. 1 is a diagram showing an example of the configuration of a printing system according to this embodiment. This printing system includes a host computer 101 and an image forming apparatus 100, which are connected to each other via a LAN 102. A user generates print data on the host computer 101 and transmits the print data from the host computer 101 to the image forming apparatus 100 via the LAN 102. The image forming apparatus 100 according to this embodiment may be either an MFP (Multi Function Printer) or an SFP (Single Function Printer). An MFP is a printer with multiple functions, such as faxing, copying, printing, and scanning. An SFP is a printer with only a print function.

[0012] [Hardware configuration of image forming devices] An example of the hardware configuration of an image forming apparatus 100 according to this embodiment will be described with reference to Fig. 1. The image forming apparatus 100 includes an operation unit 115, a printer 118, and a controller unit 120 (information processing device).

[0013] The printer 118 is a print engine that prints on a recording medium (such as paper) in accordance with PDL data interpreted by the CPU 110 of the controller unit 120. The operation unit 115 functions as a display unit for displaying various menus and information related to print data that has been instructed to be printed, and as an input unit for receiving user input. The operation unit 115 includes, for example, a display unit with a touch panel function and physical buttons. The operation unit 115 and the printer 118 are connected to the controller unit 120 and function as the image forming apparatus 100 in accordance with the control of the controller unit 120.

[0014] The hardware configuration of the controller unit 120 will be described. The CPU 110 is the center of the control unit of the image forming apparatus 100, which comprehensively controls each device connected to the system bus 117. The RAM 111 is a storage device accessible by the CPU 110, and in this embodiment, is used as a work memory for the operation of the CPU 110. The ROM 112 is a storage device in which programs are stored. The CPU 110 loads the program stored in the ROM 112 into the RAM 111 and executes it, thereby operating each of the functional units shown in FIG. 2, which will be described later. The storage device 113 is, for example, a hard disk drive, and stores system software for various processes, print data received by the image forming apparatus 100, and the like.

[0015] The operation unit I / F 114 is an interface unit for the operation unit 115. The operation unit I / F 114 outputs operation screen data to the operation unit 115, and inputs information input by a user via the operation unit 115 to the CPU 110. The CPU 110 operates as a display control unit and an operation control unit that controls a screen to be displayed on a touch panel display that is a display unit of the operation unit 115.

[0016] The network I / F 116 is an interface for exchanging information with an external device such as the host computer 101 via the LAN 102. In this embodiment, it is assumed that PDL (Page Description Language) data is received as print data from the external device.

[0017] [Functional configuration of image forming device] 2 is a diagram showing an example of the functional configuration of image forming apparatus 100. Image forming apparatus 100 has a data acquisition unit 201, a data processing unit 202, and a trouble diagnosis unit 203. CPU 110 executes a program loaded from ROM 112 onto RAM 111, thereby realizing the functional units shown in FIG.

[0018] The data acquisition unit 201 receives the PDL data.

[0019] The data processing unit 202 interprets the received PDL data and executes the printing process, and also records information about the PDL data and the printing results in a job log.

[0020] The trouble diagnosis unit 203 narrows down the candidate solutions to the trouble based on the trouble information and the job log, and displays the candidate solutions on the touch panel display of the operation unit 115. The trouble diagnosis unit 203 also displays details of the selected candidate solution on the operation unit 115.

[0021] [flowchart] Fig. 3 is a flowchart showing the flow of processing from obtaining PDL data to executing print processing and saving a job log. The series of processes performed in the flowchart of Fig. 3 are performed by the CPU 110 of the controller unit 120 loading program code stored in ROM 112 into RAM 111 and executing it. Alternatively, some or all of the steps in the flowchart of Fig. 3 may be realized by hardware such as an ASIC or electronic circuit. The symbol "S" in the explanation of each process in the following flowcharts indicates the corresponding step, and this also applies to subsequent flowcharts.

[0022] In S301, the data acquisition unit 201 receives the PDL data via the network I / F 116. That is, the PDL data is received when a print job including a print instruction is received from the host computer 101 that generated the PDL data. Alternatively, the data acquisition unit 201 may acquire PDL data stored in the storage device 113 of the image forming apparatus 100.

[0023] In S302, the data acquisition unit 201 acquires print information. The print information is information related to the acquired PDL data, and includes information required for printing the PDL data or information to be recorded in a job log.

[0024] The print information includes, for example, information about the OS, driver, and application used to generate the PDL data, driver setting information, and device setting information stored in the storage device 113 of the image forming apparatus 100. The driver setting information includes information such as paper size, paper type, and page layout. The device setting information includes information such as halftones and thickness adjustment.

[0025] The print information can be obtained, for example, by analyzing the PDL data and obtaining the print settings attached to the PDL data, or by obtaining the print settings stored in storage device 113 of image forming apparatus 100. The OS and application information used to generate the PDL data can be obtained from the PDL data by adding the information to the PDL data, or by obtaining the information separately from the PDL data via network I / F 104.

[0026] In S303, the data processing unit 202 executes printing processing. In the printing processing, the data processing unit 202 analyzes the acquired PDL data and generates intermediate data for the number of pages. Next, the data processing unit 202 executes RIP (Raster Image Processor) processing based on the generated intermediate data, and performs image formation processing to generate a raster format image. Thereafter, the data processing unit 202 executes image processing on the raster format image. The printer 118 prints the processed raster format image on a recording medium.

[0027] In S304, the data processing unit 202 executes a job log saving process. In the job log saving process, information related to the PDL data used for the print process is saved as a job log in the storage device 113. The data processing unit 202 creates a job log DB (database) in the storage device 113 and saves the generated job log together with past job logs in the job log DB.

[0028] [About the job log] FIG. 4 shows an example of a job log DB and a job log. Job logs 401 to 403 included in the job log DB 400 in FIG. 4 are information about executed jobs. The job log includes information acquired before the start of print processing, the printed results, and the like. For example, of the print information described above, information about the OS, driver, and application used to generate the PDL data, and driver setting information are stored as the job log. The CPU 110 also functions as a job log management unit that manages the job logs.

[0029] The job log is managed for each job ID, which is a unique value that identifies the executed job. The job log contains values ​​for various items. Examples of items included in the job log are as follows:

[0030] "Start time" is the time when the printing process started. "End time" is the time when the printing process is completed. "Print result" is a value that indicates the result of the job processing. The value is OK when the job is completed normally, and NG when the job is completed abnormally. The "end code" is an identification number used to check the error message if the print result is NG. If the print result is OK, "-" is stored as the job log. "Job type" is the type of job, such as fax, copy, print, or scan. "Job Name" is the name of the printed file. "User name" is the name of the user who executed the job. "OS" is the name of the OS (Operating System) of the terminal on which the user instructed to execute the job. For example, OS(1), OS(2), etc. are stored as the job log. "PDL type" is the type of PDL data. For example, PDL(1), PDL(2), etc. are stored as job logs. "Driver" is the name of the printer driver used for printing. For jobs that did not use a driver, such as direct printing, "--" is stored as the job log. "Driver model" is the model applied to the driver used for printing. "Application" is the name of the application that instructed printing. "Paper size" is the size of the paper actually printed, set in the printer driver. A4, B4, postcard, etc. are stored in the job log. "Paper type" is the type of paper that is set in the printer driver and actually printed on. Plain paper, thick paper, envelope, etc. are stored in the job log. The "number of copies" is a number indicating how many copies of the same content have been printed. "Number of pages" is the number of pages of the PDL data. "Page layout" is a value that indicates settings such as aggregate printing. "Print orientation" is a value that indicates whether the orientation is portrait or landscape. "Printing method" is a value that indicates whether single-sided or double-sided printing is selected. "Color mode" is a value that indicates color, black and white, or automatic color settings. "Thickness adjustment" is a value that indicates the setting for thickening characters, lines, graphics, etc. "Paper feed tray" is a value that indicates the paper feed tray set in the printer driver. "Feed paper size" is a value that indicates the paper size of the paper feed tray set in the printer driver. "Feed paper type" is a value that indicates the feed paper type of the paper feed tray set in the printer driver.

[0031] The items left as the job log shown in Fig. 4 are merely an example, and are not limited to the items shown in Fig. 4. The job log DB 400 stores the job log for each job, and is used for displaying the job history, diagnosing printing problems, etc.

[0032] [Troubleshooting] Fig. 5 is a flowchart showing an outline of the process for diagnosing printing problems. The series of processes performed in the flowchart of Fig. 5 are performed by the CPU 110 of the controller unit 120 loading program code stored in the ROM 112 into the RAM 111 and executing it. Alternatively, some or all of the steps in the flowchart of Fig. 5 may be realized by hardware such as an ASIC or electronic circuit.

[0033] Trouble diagnosis is a process of determining candidate solutions (referred to as candidate solutions) for resolving the content of the trouble and presenting them to the user. Therefore, trouble diagnosis enables the user to resolve the trouble themselves. The flowchart in FIG. 5 starts when the user presses a predetermined button on a home screen (not shown) displayed on the touch panel display of the operation unit 115. A job in which a problem has occurred is a job in which a malfunction has occurred, and includes not only jobs that have ended in error, meaning that the job result is NG, but also jobs that have ended normally but did not produce the expected results.

[0034] In S501, the trouble diagnosis unit 203 displays on the touch panel display of the operation unit 115 a menu screen for diagnosing a job in which a trouble has occurred.

[0035] 6 is a diagram showing an example of a menu screen for trouble diagnosis. Menu screen 610 includes a trouble item display area 600. Trouble item display area 600 includes menu buttons 601 to 606 for each trouble item, which are symptoms of malfunctions in each function. The user presses the button corresponding to the trouble they want to diagnose from among the buttons included in trouble item display area 600. For example, if the user wants to have the cause of a trouble that occurred when printing because the paper size was not set correctly diagnosed, the user presses menu button 601, which displays the trouble item representing that trouble.

[0036] In S502, the trouble diagnosis unit 203 determines whether or not a trouble item has been selected by pressing any of the menu buttons included in the trouble item display area 600 shown in FIG.

[0037] If the trouble diagnosis unit 203 determines that a trouble item has been selected (YES in S502), the process proceeds to S503. If the trouble diagnosis unit 203 determines that a trouble item has not been selected (NO in S502), the process waits until a trouble item is selected.

[0038] In S503, the trouble diagnosis unit 203 acquires information on the selected trouble item.

[0039] In S504, the trouble diagnosis unit 203 generates a list of candidate jobs in which the trouble indicated by the selected trouble item has occurred, based on the information of the selected trouble item. This job list is also called a trouble candidate job list. Then, the trouble diagnosis unit 203 displays a screen including the generated trouble candidate job list 700 (see FIG. 7) on the touch panel display of the operation unit 115.

[0040] 7 is a diagram showing a trouble candidate job display screen including a trouble candidate job list displayed on the operation unit 115. The trouble candidate job list 700 included in the trouble candidate job display screen 710 of FIG. 7 is a list made up of information about jobs in which a trouble corresponding to a button selected from the trouble item display area 600 of FIG. 6 has occurred. The trouble candidate job list 700 is made up of job content display areas 701 to 706. Each of the job content display areas 701 to 706 displays the job content, such as the date and time, job name, user name, and result. Details of the processing of S504 will be described later.

[0041] In S505, the trouble diagnosis unit 203 determines whether a job to be diagnosed has been selected from the trouble candidate job list 700. When the user selects a job to be diagnosed from among the job content display areas 701 to 706 in Fig. 7 and presses the diagnosis button 711, the trouble diagnosis unit 203 determines that the job to be diagnosed has been selected. When the trouble diagnosis unit 203 determines that a job to be diagnosed has been selected (YES in S505), the process proceeds to S506.

[0042] In S506, the trouble diagnosis unit 203 diagnoses the contents of the selected job to be diagnosed and displays appropriate countermeasure candidates. Details of this process will be described later.

[0043] If the trouble diagnosis unit 203 determines that a job to be diagnosed has not been selected (NO in S505), the process proceeds to S507. In S507, the trouble diagnosis unit 203 determines whether a selection has been made to indicate that there is no job to be diagnosed. If the No Jobs button 712 in FIG. 7 has been pressed, the trouble diagnosis unit 203 determines that a selection has been made to indicate that there is no job to be diagnosed. If the trouble diagnosis unit 203 determines that a selection has been made to indicate that there is no job to be diagnosed (YES in S507), the process proceeds to S508.

[0044] In step S508, the trouble diagnosis unit 203 performs a process of displaying a solution to be taken when there is no job to be diagnosed. The details of this process will be described later.

[0045] On the other hand, if the no corresponding job button 712 in FIG. 7 is not pressed (NO in S507), the process returns to S505.

[0046] FIG. 8 is a flowchart for explaining the details of the display process of the trouble candidate job list 700 in S504 of FIG.

[0047] In S801, the trouble diagnosis unit 203 acquires the candidate job extraction table 900 (see FIG. 9).

[0048] Fig. 9 is a diagram showing an example of a candidate job extraction table. The candidate job extraction table 900 in Fig. 9 associates and stores trouble items with conditions (candidate job extraction conditions) for extracting candidates for jobs in which the trouble indicated by the trouble item has occurred. The CPU 110 also functions as a management unit that manages the candidate job extraction conditions based on the candidate job extraction table 900.

[0049] In S802, the trouble diagnosis unit 203 acquires the candidate job extraction conditions associated with the trouble item selected from the trouble item display area 600 in FIG. 6 from the candidate job extraction table 900 acquired in S801.

[0050] 6 displayed in S601, the user presses the menu button 601 to select the trouble item "paper size setting is incorrect" for the print function. In this case, in S802, the trouble diagnosis unit 203 acquires candidate job extraction conditions from row 901 in the candidate job extraction table 900, where "paper size setting is incorrect" is stored as a trouble item. That is, "job type=print" is acquired as the candidate job extraction condition from candidate job extraction condition 1 in row 901. "job type=print" indicates that jobs whose job type value matches "print" are to be extracted.

[0051] In S803, the trouble diagnosis unit 203 determines whether a job log exists in the job log DB 400 of FIG.

[0052] If the trouble diagnosis unit 203 determines that one or more job logs exist in the job log DB 400 (YES in S803), the process proceeds to S804. If the trouble diagnosis unit 203 determines that no job logs exist in the job log DB 400 (NO in S803), the process of the flowchart in FIG. 8 ends because there are no candidate jobs to display.

[0053] The next steps S804 to S807 are loop processing in which a job log to be processed is repeatedly selected from the job logs included in the job log DB 400, and processing is performed on each job log to be processed. In S804, the trouble diagnosis unit 203 selects a job log to be processed from among the unprocessed job logs included in the job log DB 400. Then, the processing of S805 and S806 is performed on the job log to be processed. When processing on the job log to be processed is completed, another job log to be processed is selected from the unprocessed job logs. When there are no more unprocessed job logs, the loop processing ends and processing proceeds to S808.

[0054] In S805, the trouble diagnosis unit 203 determines whether the job log currently being processed matches all of the candidate job extraction conditions acquired in S802.

[0055] If the trouble diagnosis unit 203 determines that the job log to be processed matches all of the candidate job extraction conditions (YES in S805), the process proceeds to S806.

[0056] In S806, the trouble diagnosis unit 203 adds the job logs to be processed that match all the candidate job extraction conditions as candidate jobs. When the processing in S806 is completed, the process proceeds to S807.

[0057] For example, suppose the selected problem item is "The paper size setting is incorrect." In this case, as shown in row 901 of the candidate job extraction table 900 in FIG. 9, the extraction condition for candidate jobs for "The paper size setting is incorrect" is a job whose job type value matches "Print." Since the job log 401 with the job ID "10000001" contained in the job log DB 400 matches this extraction condition, the job indicated by the job log 401 is extracted as a candidate job. A candidate job is a job that is a candidate for a job that is thought to have experienced the problem indicated by the selected problem item.

[0058] Although the method for extracting candidate jobs when the selected problem item is "incorrect paper size setting" has been described as an example, the method for extracting candidate jobs is similar when other problem items are selected. For example, suppose the problem item "number of copies not printed" is selected. In this case, a process is performed to extract from the job log DB 400 all job logs that match the candidate job extraction conditions stored in row 902 of the candidate job extraction table 900, namely, that the "job type" value is "print" and the "number of copies" value is "1."

[0059] On the other hand, if the trouble diagnosis unit 203 determines that the job log to be processed does not match the candidate job extraction conditions (NO in S805), it skips S806 and proceeds to S807.

[0060] In S807, the trouble diagnosis unit 203 determines whether there is a job log that has not been processed in the job log DB 400. If the trouble diagnosis unit 203 determines that there is a job log that has not been processed (YES in S807), the process returns to S804, a new job log is selected as the job log that has not been processed, and the processes of S805 and S806 are repeated.

[0061] If the trouble diagnosis unit 203 determines that all job logs included in the job log DB 400 have been processed (NO in S807), the process proceeds to S808.

[0062] In S808, the trouble diagnosis unit 203 determines whether there is a candidate job that meets the candidate job extraction conditions. If the trouble diagnosis unit 203 determines that there is a candidate job (YES in S808), the process proceeds to S809. On the other hand, if it determines that no candidate job has been extracted (NO in S808), the process skips S809 and ends the process of the flowchart in FIG. 8.

[0063] In S809, the trouble diagnosis unit 203 displays a trouble candidate job list 700 of FIG. 7, which is a list of the extracted candidate jobs, on the touch panel display of the operation unit 115.

[0064] As described above, the method for extracting candidate jobs has been described, in which candidate jobs are extracted using conditions associated with the trouble item according to the candidate job extraction table 900 in FIG. 9. Alternatively, candidate jobs may be extracted by further combining other conditions not associated with the trouble item. For example, candidate jobs may be extracted by adding the condition of the most recent 50 jobs or the condition of the job of the logged-in user to the conditions associated with the trouble item. The same is not limited to the conditions linked to the trouble.

[0065] Fig. 10 is a flowchart for explaining the details of the process for displaying candidate solutions when a job is selected in S506 of Fig. 5. In S506, a process for narrowing down candidate solutions to the problem is performed based on the problem item selected by the user and the job log of the job selected by the user from among the candidate jobs.

[0066] In S1001, the trouble diagnosis unit 203 acquires a job log corresponding to a job selected by the user from among the job content display areas 701 to 706 constituting the trouble candidate job list 700 in Fig. 7. That is, the log of the job selected by the user from among the jobs extracted in the processing of the flowchart in Fig. 8 is acquired.

[0067] In S1002, the trouble diagnosis unit 203 acquires machine information of the image forming apparatus 100. The machine information is machine information at the time of trouble diagnosis (currently), such as the paper size and paper type actually set in the paper feed cassette of the image forming apparatus 100.

[0068] In S1003, the trouble diagnosis unit 203 acquires a list of countermeasures.

[0069] 11 is a diagram showing an example of a countermeasure list 1100. In the countermeasure list 1100, one or more candidate countermeasures for solving each problem are associated with each trouble item. Furthermore, the countermeasure list 1100 stores extraction conditions associated with each candidate countermeasure. The CPU 110 also functions as a management unit that manages the candidate countermeasures based on the countermeasure list 1100.

[0070] The next steps S1004 to S1008 are loop processes in which the selection of the candidate coping method to be processed is switched and the process is repeated for the candidate coping method to be processed.

[0071] In S1004, the trouble diagnosis unit 203 selects a candidate solution to be processed from among the candidate solutions associated with the trouble item selected by the user from the trouble item display area 600 of FIG. 6 in the solution list 1100. For example, if the trouble item "paper size setting is incorrect" is selected, a candidate solution to be processed is selected from among the candidate solutions held in the "candidate solution" column of rows 1101 to 1103 of the solution list 1100. Then, the processes of S1005 to S1007 are performed for the selected candidate solution to be processed. When the process for the candidate solution to be processed is completed, a candidate solution to be processed is again selected from among the unprocessed candidate solution candidates associated with the trouble item. When there are no more unprocessed candidate solutions, the process exits the loop and proceeds to S1009.

[0072] In S1005, the trouble diagnosis unit 203 acquires the extraction condition associated with the candidate solution to be currently processed from the solution list 1100. For example, if the candidate solution to be processed is "Change paper size settings (for driver printing)" in row 1102 of the solution list 1100, "Driver ≠ -" stored in extraction condition 1 in the same row 1102 is acquired.

[0073] In S1006, the trouble diagnosis unit 203 determines whether the job log of the job selected by the user and acquired in S1001 matches all of the extraction conditions for the candidate coping methods for the processing target acquired in S1005.

[0074] If the trouble diagnosis unit 203 determines that the job log matches all of the extraction conditions (YES in S1006), the process proceeds to S1007.

[0075] In S1007, the trouble diagnosis unit 203 adds the candidate solutions to be processed to the display list. When the process of S1007 ends, the process proceeds to S1008.

[0076] On the other hand, if the trouble diagnosis unit 203 determines that the job log does not match the extraction condition (NO in S1006), it skips S1007 and proceeds to S1008. In this case, the candidate solutions for the processing target are not presented to the user.

[0077] In S1008, the trouble diagnosis unit 203 determines whether there is any unprocessed candidate solution among the candidate solutions associated with the trouble item in the solution list 1100. If the trouble diagnosis unit 203 determines that there is any unprocessed candidate solution (YES in S1008), it returns to S1004, selects the unselected candidate solution as the target solution, and repeats the processes of S1004 to S1007.

[0078] If the trouble diagnosis unit 203 determines that all of the candidate solutions associated with the trouble item selected by the user have been processed (NO in S1008), the process proceeds to S1009.

[0079] For example, suppose the user selects the problem item "paper size setting is incorrect" from the problem item display area 600 of Fig. 6 displayed in S501. Then, suppose the job log of the job selected by the user from the problem candidate job list 700 displayed in S504 is the job log 401 with the job ID "10000001" in Fig. 4. In this case, the job log 401 of Fig. 4 is acquired in S1001. In S1004 to S1007, the job log 401 acquired in S1001 is compared with the extraction conditions of each of the candidate solutions for the problem item "paper size setting is incorrect" stored in rows 1101 to 1103 of the solution list 1100 of Fig. 11.

[0080] For example, assume that in S1004, the solution candidate "(application: application (1)) change page size processing" in row 1101 of solution list 1100 is selected as the solution candidate to be processed. In this case, in S1005, "application = application (1)" stored in the column of extraction condition 1 in row 1101 of FIG. 11 is acquired as the extraction condition for the solution candidate to be processed. Referring to FIG. 4, the value of the "application" item in job log 401 is "-". Therefore, in S1006, it is determined that job log 401 does not match the extraction condition for the solution candidate "(application: application (1)) change page size processing". Therefore, S1007 is skipped, and the solution candidate in row 1101 is not added to the display list.

[0081] The extraction condition for the solution candidate "(driver printing) change paper size settings" in the next row 1102 of the solution list 1100 in FIG. 11 is "driver ≠ -", which is held in the column for extraction condition 1. Referring to FIG. 4, the value of the "driver" item in the job log 401 is "driver (1)". Therefore, in S1006, which processes "(driver printing) change paper size settings", it is determined that the job log 401 matches extraction condition 1. Therefore, the solution candidate "(driver printing) change paper size settings" held in row 1102 is added to the display list.

[0082] The extraction condition for the solution candidate "(Direct printing) Change paper size settings in the Remote UI" in the next row 1103 of the solution list 1100 in FIG. 11 is "Driver="-"", which is stored in the column for extraction condition 1. Referring to FIG. 4, the value of the "Driver" item in the job log 401 is "Driver (1)". Therefore, in step S1006, which processes "(Direct printing) Change paper size settings in the Remote UI", it is determined that the job log 401 does not match the extraction condition. Therefore, the solution candidate in row 1103 is not added to the display list.

[0083] As a result of repeating the loop processing of S1004 to S1008, the solution candidate "(Driver printing) Change paper size settings" stored in row 1102 in the solution list 1100 of FIG. 11 is added to the display list.

[0084] In S1009, the trouble diagnosis unit 203 determines whether there are any candidate solutions in the display list. If the trouble diagnosis unit 203 determines that there are any candidate solutions (YES in S1009), the process proceeds to S1010.

[0085] In S1010, the trouble diagnosis unit 203 displays, on the touch panel display of the operation unit 115, a solution candidate display screen 1210 (see FIG. 12) including the determined solution candidate.

[0086] 12 is a diagram showing an example of a solution candidate display screen displayed as a result of the processing of S1010. A solution candidate display screen 1210 includes a solution candidate display area 1201 and a solution detail display area 1202.

[0087] Buttons corresponding to the respective solution candidates included in the display list are displayed in solution candidate display area 1201. Fig. 12 shows an example of a screen in which the solution candidate included in the display list is only the solution candidate held in row 1102 in Fig. 11. Therefore, button 1211 included in solution candidate display area 1201 is a button that displays the text "(Driver printing) Change paper size settings," which indicates the solution candidate included in the display list.

[0088] In S1011, the trouble diagnosis unit 203 detects pressing of a button corresponding to a solution candidate included in the solution candidate display area 1201 on the solution candidate display screen 1210. The trouble diagnosis unit 203 displays detailed information about the solution candidate corresponding to the detected button in the solution candidate display area 1202 on the solution candidate display screen 1210. The solution candidate display area 1202 includes areas 1203 to 1206.

[0089] Area 1203 displays text indicating the content of the solution candidate corresponding to the button selected by the user from solution candidate display area 1201. Fig. 12 is a diagram showing the case where button 1211 corresponding to "Change paper size settings (driver printing)" is pressed. Therefore, area 1203 in Fig. 12 displays the text "Driver and device side..." stored in the "Display string" column of row 1102 storing the information of "Change paper size settings (driver printing)" in solution list 1100 in Fig. 11.

[0090] An area 1204 displays information about the job log of the job selected by the user, which was acquired in step S1001. In Fig. 12, the values ​​of the job log 401 for each of the items "paper size," "paper type," "paper feed tray," "paper feed paper size," and "paper feed paper type" set in the driver are displayed.

[0091] An area 1205 is an area for displaying the device information acquired in step S1002. In Fig. 12, the device information displayed includes the current paper feed stage information, i.e., the paper size and paper type of "Paper Feed Stage Cassette 1" and "Paper Feed Stage Cassette 2."

[0092] Area 1206 is an area that displays information for accessing a manual related to the solution candidate corresponding to the button selected by the user from solution candidate display area 1201. In Fig. 12, an image is displayed in which the URL for accessing the manual stored in the "Manual URL" column of row 1102, which stores information on "(Driver printing) Paper size setting change" in solution list 1100, is converted into a two-dimensional code. By reading the two-dimensional code, the user can correct the settings of image forming apparatus 100 itself while checking the solution via a mobile device or the like.

[0093] In the troubleshooting list 1100 of FIG. 11 , job log items to be displayed in area 1204 may be further associated with each candidate troubleshooting method (each row). Values ​​of job log items associated with a candidate troubleshooting method selected by the user from the candidate troubleshooting method display area 1201 may be displayed in area 1204 of the troubleshooting details display area 1202. For example, assume that the job log items "paper size," "paper type," "paper feed tray," "feed paper size," and "feed paper type" are associated with row 1102 of FIG. 11 . Therefore, the setting values ​​of the items "paper size," "paper type," "paper feed tray," "feed paper size," and "feed paper type" included in the job log 401 are acquired and displayed in area 1204 of the troubleshooting details display area 1202. Similarly, for the device information to be displayed in area 1205, the troubleshooting list 1100 may further associate each candidate troubleshooting method (each row) with device information to be displayed in area 1205.

[0094] The user can easily check the differences by comparing the information at the time of job execution displayed in area 1204 of the solution details display area 1202 in Fig. 12 with the current device information of the image forming apparatus 100 displayed in area 1205. The content displayed in the solution details display area 1202 shown in Fig. 12 is an example and is not limited to this.

[0095] 12, a case where the problem item "paper size setting is incorrect" is selected and the job log 401 is acquired has been described as an example of a method for determining the solution candidates to be displayed on the solution candidate display screen 1210. Even when another problem is selected and another job log is acquired, the method for determining the solution candidates to be displayed on the solution candidate display screen 1210 is the same.

[0096] For example, suppose the user selects "the paper type setting is incorrect" as a problem item. Also, suppose the user selects a job in the job content display area 701 from the problem candidate job list 700, and the job log 401 is acquired. Rows 1104-1105 of the solution list 1100 hold information about solution candidates corresponding to the problem item "the paper type setting is incorrect." Therefore, the extraction conditions of each of rows 1104-1105 of the solution list 1100 are compared with the job log 401 to determine the solution candidates to be included in the display list. As a result, when a solution candidate held in row 1104 of the solution list 1100 is added to the display list, the contents of that solution candidate are displayed. In this way, when the user selects the problem item "the paper type setting is incorrect," only solution candidates related to the job selected by the user are displayed from among the solution candidates related to "the paper type setting is incorrect."

[0097] 12, when the display list contains one candidate solution, the details of the candidate solution may be displayed from the beginning in the candidate solution detail display area 1202. Also, the contents of one of the candidate solution methods included in the display list may be displayed in advance in the candidate solution detail display area 1202.

[0098] Fig. 13 is a flowchart for explaining the details of the process for displaying candidate solutions when no job is selected, which is executed in S508 of Fig. 5. When the "No Corresponding Job" button 712 included in the trouble candidate job display screen 710 of Fig. 7, which is displayed as a result of S504 of Fig. 5, is pressed, the determination in S507 becomes YES and the process proceeds to S508. In other words, the flowchart of Fig. 13 starts when the "No Corresponding Job" button 712 is pressed.

[0099] In some cases, the trouble candidate job list 700 included in the trouble candidate job display screen 710 of FIG. 7, which is displayed as a result of S504 in FIG. 5, does not contain a job that the user wants to diagnose. For example, the trouble candidate job list 700 of FIG. 7 shows a list of job candidates that are thought to have encountered a problem of "incorrect paper size setting" in the "print" function. However, in some cases, the trouble candidate job list 700 does not contain a job that the user wants to check. In such cases, the user presses the "No Corresponding Job" button 712 included in the trouble candidate job display screen 710 of FIG. 7. The "No Corresponding Job" button 712 does not need to be displayed depending on the type of trouble.

[0100] S1301 is the same process as S1002, and the trouble diagnosis unit 203 acquires the machine information of the image forming apparatus 100 at the time of trouble diagnosis (currently).

[0101] S1302 is the same processing as S1003, and the trouble diagnosis unit 203 acquires the countermeasure list 1100 of FIG.

[0102] In S1303, the trouble diagnosis unit 203 sets the extraction condition to all in order to extract all possible solutions.

[0103] In S1304, the trouble diagnosis unit 203 acquires all of the countermeasure candidate lists 1100 associated with the trouble item selected by the user from the trouble item display area 600 in FIG.

[0104] In S1305, the trouble diagnosis unit 203 adds the solution candidates acquired in S1304 to the display list.

[0105] In S1306, the trouble diagnosis unit 203 displays the solution candidates included in the display list on the touch panel display of the operation unit 115.

[0106] 14 is a diagram showing an example of a solution candidate display screen that is displayed when the user does not select a job. In a solution candidate display area 1401 of a solution candidate display screen 1410 in FIG. 14, buttons 1411 to 1413 corresponding to the solution candidate included in the display list are displayed as a result of S1306. That is, buttons corresponding to all of the solution candidate associated with the trouble item selected by the user are displayed in the solution candidate display area 1401. FIG. 14 shows the solution candidate display area 1401 when the trouble item selected by the user is "the paper size setting is incorrect" and the user presses the "No Corresponding Job" button 712. Therefore, buttons corresponding to the solution candidate of rows 1101 to 1103 that hold the information "the paper size setting is incorrect" in the solution list 1100 in FIG. 11 are displayed.

[0107] If the buttons corresponding to all of the solution candidate items included in the display list cannot fit on the screen in the solution candidate display area 1401, only some of the buttons are displayed. In this case, a scroll bar can be provided in the solution candidate display area 1401 so that the user can scroll to check the buttons for other solution candidate items. Scrolling is shown as an example of when the solution candidate items cannot fit on the screen, but they may also be displayed by switching pages.

[0108] In S1307, the trouble diagnosis unit 203 detects which button has been pressed by the user from among the solution candidate buttons 1411 to 1413 included in the solution candidate display area 1401 of the solution candidate display screen 1410. Then, the trouble diagnosis unit 203 determines whether to display device information about the image forming apparatus 100 in the solution detail display area 1402 of the solution candidate display screen 1410. For example, in the case of diagnosing a trouble item that requires displaying information such as paper size stored in the image forming apparatus 100, the trouble diagnosis unit 203 determines to display the device information. If the trouble diagnosis unit 203 determines to display the device information (YES in S1307), the process proceeds to S1308.

[0109] In S1308, the trouble diagnosis unit 203 displays details of the solution candidate corresponding to the detected button, including the machine information, in the solution candidate display area 1402 of the solution candidate display screen 1410.

[0110] 14 is a button corresponding to the solution candidate for "(Driver printing) Change paper size settings." If the user presses this button 1412, it is determined in S1307 that the device information should be displayed. Therefore, in S1308, the trouble diagnosis unit 203 displays a solution detail display area 1402 that includes an area 1405 that displays information about "Paper Feed Stage Cassette 1" and "Paper Feed Stage Cassette 2" in the "Current Paper Feed Stage Information," which is the device information acquired in S1301.

[0111] An area 1403 is an area for displaying the text held in the display character string column of row 1102 in FIG. 11, which holds the information "(driver printing) paper size setting change."

[0112] An area 1406 is an area for displaying an image obtained by converting the URL stored in the row 1102 in FIG. 11 into a two-dimensional code.

[0113] When the detailed solution display area 1202 in Fig. 12 when the job displayed as a result of executing step S506 is selected is compared with the detailed solution display area 1402 in Fig. 14, the area corresponding to the area 1204 in Fig. 12 is not included in Fig. 14. This is because the flowchart in Fig. 13 does not acquire job log information such as the paper size at the time of job execution.

[0114] The user can review the settings when submitting a job while referring to the paper size and paper type of "Paper Feed Cassette 1" and "Paper Feed Cassette 2," which are the machine information of the image forming apparatus 100, displayed in area 1405 in Fig. 14. The displayed content is merely an example and is not limited to this.

[0115] The determination of whether to display the machine information is made based on the trouble item selected from the trouble item display area 600 in Fig. 6. For example, a flag indicating whether to display the machine information is associated with each trouble item, and the trouble diagnosis unit 203 acquires the flag associated with the trouble item selected by the user and makes the determination in S1307 based on the value of the acquired flag. Furthermore, if the value of the flag indicates that the machine information should be displayed, an item of the machine information to be displayed may be further associated. Then, if the machine information is to be displayed, in S1308 the trouble diagnosis unit 203 acquires the value of the item of the machine information to be displayed and displays the item and the acquired value.

[0116] For example, for the trouble items "paper size" and "paper type," a flag indicating that device information should be displayed is associated and set, and information about the paper size and paper type set in the image forming apparatus 100 main body is displayed.

[0117] On the other hand, if the trouble diagnosis unit 203 determines that the machine information is not to be displayed (NO in S1307), the process proceeds to S1309.

[0118] In a trouble diagnosis where the trouble item is "printing takes a long time," there is no need to display the machine information of the image forming apparatus 100 because the machine information is not linked to the trouble content. In such a case, it is determined that the machine information should not be displayed. Alternatively, in a trouble item such as "number of copies not printed," it is determined that the machine information should not be displayed because the trouble is related to the driver settings.

[0119] In S1309, the trouble diagnosis unit 203 displays details of the candidate solutions without including the machine information. For example, only the display character string and the image of the manual URL converted into a two-dimensional code obtained from Fig. 11 are displayed. The displayed content is merely an example and is not limited to this.

[0120] Note that, in S1011 of FIG. 10 as well, the determination and processing similar to S1307 to S1309 may be performed to switch whether or not to display the machine information.

[0121] As described above, according to this embodiment, the setting information and device information stored in the job log of the job selected by the user can be checked along with the troubleshooting method, making it easier for the user to change the setting values ​​themselves to resolve the problem.

[0122] <Second embodiment> In this embodiment, a method will be described in which the difference between the setting information of a job selected by the user and the current machine information is checked during trouble diagnosis, and correction examples are displayed as countermeasures. The difference from the first embodiment will be mainly described in this embodiment. Portions not specifically mentioned have the same configuration and processing as the first embodiment.

[0123] Fig. 15 is a flowchart for explaining details of the process for displaying candidate solutions when the job of S506 in Fig. 5 is selected in this embodiment. That is, Fig. 15 is a flowchart of this embodiment corresponding to Fig. 10. Steps S1501 to S1510 in Fig. 15 are the same as the steps S1001 to S1010 in Fig. 10, and therefore their explanation will be omitted.

[0124] For example, S1510 is a step corresponding to S1010. The trouble diagnosis unit 203 displays, on the touch panel display of the operation unit 115, a solution candidate display screen 1610 (see FIG. 16) including solution candidate determined as a result of the loop processing of S1504 to S1508.

[0125] Fig. 16 is a diagram showing an example of a solution candidate display screen displayed as a result of the processing of S1510. In Fig. 16, the same areas as in Fig. 12 are assigned the same numbers. A solution candidate display screen 1610 in Fig. 16 includes a solution candidate display area 1201 and a solution detail display area 1602. As in Fig. 12, the solution candidate display area 1201 in Fig. 16 includes buttons corresponding to each of the solution candidate included in the display list.

[0126] In S1511, the trouble diagnosis unit 203 detects that the user has pressed a button corresponding to a candidate solution included in the candidate solution display area 1201 on the candidate solution display screen 1610 in Fig. 16. The trouble diagnosis unit 203 determines whether there is a difference between the information of the item included in the job log related to the current trouble diagnosis acquired in S1501 and the machine information acquired in S1502. If the trouble diagnosis unit 203 determines that there is a difference between the information of the item in the job log and the machine information (YES in S1511), the process proceeds to S1512.

[0127] In S1512, the trouble diagnosis unit 203 displays details of potential solutions, including examples of corrections indicating how to correct the setting values ​​of items for which there is a difference between the machine information of the image forming device and the job log, in the solution details display area 1602 of Figure 16.

[0128] Specifically, the trouble diagnosis unit 203 displays the text of the display character string in area 1203 of the solution detail display area 1602, as described in the first embodiment. The trouble diagnosis unit 203 also displays job log information in area 1204, machine information in area 1205, and an image obtained by converting the URL for accessing the manual into a two-dimensional code in area 1206. Furthermore, in S1512, the trouble diagnosis unit 203 displays details of the solution, including correction examples, in area 1603 of the solution detail display area 1602.

[0129] It is assumed that the user selects the problem item "Incorrect paper size setting" and selects the job corresponding to the job log 401 from the problem candidate job list 700 in Fig. 7. It is also assumed that the user presses the button 1211 for the solution candidate "Change paper size setting (for driver printing)" in the solution candidate display area 1201 in Fig. 16.

[0130] In this case, the trouble diagnosis unit 203 determines whether there is a difference between the "paper size" value set in the driver, which is a portion of the values ​​of each item included in the job log 401 that is related to the solution candidate, and the information on the paper size of the paper feed cassette in the current apparatus information. If the trouble diagnosis unit 203 determines that there is a difference, it displays details of the solution, including correction examples, in the solution details display area 1602. Specifically, the trouble diagnosis unit 203 displays correction examples such as "(Correction example) Correct the paper size set in the driver. Correct the setting of the cassette stage from which paper is fed." in area 1603 in the solution details display area 1602. The displayed content is merely an example and is not limited to this.

[0131] If it is determined that there is no difference between the setting information in the job log and the machine information (NO in S1511), the process proceeds to S1513. In S1513, the trouble diagnosis unit 203 displays details of the solution that do not include correction examples in the solution detail display area. For example, in S1513, details of the solution candidate that do not include area 1603 are displayed, as in the solution detail display area 1202 in FIG. 12.

[0132] As described above, according to this embodiment, by displaying correction examples as details of countermeasures, the user can easily check the settings to resolve the problem while referring to the correction examples.

[0133] <Other embodiments> In the above-described embodiment, the processing performed by the controller unit 120 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 of the trouble diagnosis flowchart described in the above-described embodiment may be performed by an information processing device such as a server (not shown) connected to the image forming apparatus 100 via a network. The hardware configuration and functional configuration of the information processing server may be the same as the controller unit 120 in FIG. 1 and the configuration shown in FIG. 2.

[0134] The present disclosure can also be realized by providing 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.

[0135] The disclosure of the above-described embodiment includes the following configurations.

[0136] (Configuration 1) a first acquiring means for acquiring information about an item selected by a user from among items indicating problems that may occur when a print job is executed; a second acquisition means for acquiring setting information of a job selected by a user from among print jobs executed by the image forming device and which are candidates for the job in which the problem indicated by the selected item occurred; a display control means for displaying a screen including candidate solutions based on the information acquired by the first acquisition means and job setting information acquired by the second acquisition means; An information processing device comprising:

[0137] (Configuration 2) The image forming apparatus further includes an extraction unit for extracting a job that is a candidate for the job in which the problem indicated by the selected item occurred from among the print jobs executed by the image forming apparatus, The second acquisition means acquires setting information of a job selected by the user from among the extracted jobs. 2. The information processing device according to configuration 1,

[0138] (Configuration 3) The acquired job setting information includes information about PDL data related to the job or setting information of the driver that generated the job. 3. The information processing device according to configuration 1 or 2.

[0139] (Configuration 4) a third acquisition unit for acquiring setting information of the image forming apparatus; The display control means displays the screen further including setting information of the image forming apparatus. 4. The information processing device according to any one of configurations 1 to 3.

[0140] (Configuration 5) The display control means Depending on the selected item, either the screen further including the setting information of the image forming device or the screen not including the setting information of the image forming device is displayed. 5. The information processing device according to configuration 4.

[0141] (Configuration 6) The display control means Displays a list of items that indicate problems that may occur when executing a print job, The selected item is an item selected by the user from the items included in the list. 6. The information processing device according to any one of configurations 1 to 5.

[0142] (Configuration 7) The extraction means By extracting jobs that match the extraction conditions associated with the selected item, jobs that are candidates for the job in which the problem occurred are extracted. 3. The information processing device according to configuration 2.

[0143] (Configuration 8) The image forming apparatus further includes a first management unit for managing a log of print jobs executed by the image forming apparatus, The second acquisition means The setting information is obtained from the log of the job selected by the user. 8. The information processing device according to any one of configurations 1 to 7.

[0144] (Configuration 9) The device further includes a second management means for managing information associated with each item indicating a trouble, The first acquisition means Obtaining information associated with the selected item as the information about the selected item. 9. The information processing device according to any one of configurations 1 to 8.

[0145] (Configuration 10) the second management means further manages extraction conditions for each piece of information associated with an item indicating a problem; The first acquisition means Among the information associated with the selected item, information whose associated extraction conditions match the log of the job selected by the user is acquired as the information related to the selected item. 10. The information processing device according to configuration 9.

[0146] (Configuration 11) the screen includes an area for displaying details of a candidate solution selected by the user from the candidate solutions displayed on the screen, The display control means The setting information of the acquired job is displayed in the area. 11. The information processing device according to any one of configurations 1 to 10.

[0147] (Configuration 12) The display control means Displaying a list of the extracted jobs; If the user instructs not to select a job from the list, the screen is displayed so that all possible solutions associated with the selected item are displayed. 3. The information processing device according to configuration 2.

[0148] (Configuration 13) The display control means If there is a difference between the setting information of the image forming apparatus and the log of the job selected by the user, an example of how to correct the setting for the difference is displayed on the screen. 5. The information processing device according to configuration 4.

[0149] (Configuration 14) The display control means controls the display unit of the image forming apparatus so that the screen is displayed. 14. The information processing device according to any one of configurations 1 to 13.

[0150] (Configuration 15) the candidate solutions are displayed based on the information acquired by the first acquisition unit and the job setting information acquired by the second acquisition unit; 15. The information processing device according to any one of configurations 1 to 14.

[0151] (Configuration 16) 16. The information processing device according to any one of configurations 1 to 15, including the information processing device as a controller. An image forming apparatus characterized by:

[0152] (Configuration 17) a first acquisition step of acquiring information about an item selected by a user from among items indicating problems that may occur when a print job is executed; a second acquisition step of acquiring setting information of a job selected by a user from among print jobs executed by the image forming device that are candidates for the job in which the problem indicated by the selected item occurred; a display step of displaying a screen including candidate solutions based on the acquired information and the acquired job setting information; An information processing method comprising:

[0153] (Configuration 18) 16. A program for causing a computer to execute each means of the information processing device according to any one of configurations 1 to 15. [Explanation of symbols]

[0154] 100 Image forming device 203 Trouble diagnosis department

Claims

1. a first acquiring means for acquiring information about an item selected by a user from among items indicating problems that may occur when a print job is executed; a second acquiring means for acquiring setting information of a job selected by a user from among print jobs executed by the image forming apparatus and which are candidates for the job in which the problem indicated by the selected item has occurred; a display control unit that displays a screen including candidate solutions based on the information acquired by the first acquisition unit and job setting information acquired by the second acquisition unit; An information processing device comprising:

2. The image forming apparatus further includes an extraction unit for extracting a job that is a candidate for the job in which the problem indicated by the selected item occurred from among the print jobs executed by the image forming apparatus, The second acquisition means acquires setting information of a job selected by the user from among the extracted jobs.

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

3. The acquired job setting information includes information about PDL data related to the job or setting information of the driver that generated the job.

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

4. a third acquisition unit for acquiring setting information of the image forming apparatus; The display control means displays the screen further including setting information of the image forming apparatus.

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

5. The display control means Depending on the selected item, either the screen further including the setting information of the image forming device or the screen not including the setting information of the image forming device is displayed.

5. The information processing apparatus according to claim 4,

6. The display control means Displays a list of items that indicate problems that may occur when executing a print job, The selected item is an item selected by the user from the items included in the list.

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

7. The extraction means By extracting jobs that match the extraction conditions associated with the selected item, jobs that are candidates for the job in which the problem occurred are extracted.

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

8. The image forming apparatus further includes a first management unit for managing a log of print jobs executed by the image forming apparatus, The second acquisition means The setting information is obtained from the log of the job selected by the user.

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

9. The system further includes a second management unit for managing information associated with each item indicating a trouble, The first acquisition means Obtaining information associated with the selected item as the information about the selected item.

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

10. The second management means further manages extraction conditions for each piece of information associated with an item indicating a trouble, The first acquisition means Among the information associated with the selected item, information whose associated extraction conditions match the log of the job selected by the user is acquired as the information related to the selected item.

10. The information processing apparatus according to claim 9,

11. the screen includes an area for displaying details of a candidate solution selected by the user from the candidate solutions displayed on the screen, The display control means The setting information of the acquired job is displayed in the area.

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

12. The display control means Displaying a list of the extracted jobs; If the user instructs not to select a job from the list, the screen is displayed so that all possible solutions associated with the selected item are displayed.

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

13. The display control means If there is a difference between the setting information of the image forming apparatus and the log of the job selected by the user, an example of how to correct the setting for the difference is displayed on the screen.

5. The information processing apparatus according to claim 4,

14. The display control means controls the display unit of the image forming apparatus so that the screen is displayed.

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

15. the candidate solutions are displayed based on the information acquired by the first acquisition unit and the job setting information acquired by the second acquisition unit; 2. The information processing apparatus according to claim 1, wherein:

16. The information processing device according to claim 1 is included as a controller. An image forming apparatus characterized by:

17. a first acquisition step of acquiring information about an item selected by a user from items indicating problems that may occur when a print job is executed; a second acquisition step of acquiring setting information of a job selected by a user from among print jobs executed by the image forming apparatus that are candidates for the job in which the problem indicated by the selected item occurred; a display step of displaying a screen including candidate solutions based on the acquired information and the acquired job setting information; An information processing method comprising:

18. A program for causing a computer to execute each means of the information processing apparatus according to any one of claims 1 to 15.

Images