Image processing device and control method

Abstract

To improve convenience for customers and operators in dealing with trouble occurring in an image processing device. [Solution] The image processing device includes an abnormality detection determination unit that detects errors that occur while the image processing device is operating, an addition necessity determination unit that, when an error is detected, determines whether or not to add diagnostic equipment setting information, which is information related to the detected error among equipment setting information related to the settings of the image processing device, to job history information that indicates the history of jobs executed by the image processing device, a time management unit that, when it is determined that the diagnostic equipment setting information should be added to the job history information, sets a retention period for the diagnostic equipment setting information, and an information transmission unit that transmits the job history information with the diagnostic equipment setting information added to it to an application server.

Description

[Technical Field]

[0001] The present invention relates to an image processing apparatus and a control method. [Background technology]

[0002] Remote diagnostic technology is one of the technologies for dealing with problems that occur in image processing devices such as multifunction peripherals. When a problem occurs in an image processing device, the remote diagnostic technology remotely diagnoses the problem based on information sent from the image processing device to a diagnostic system at a service center. The remote diagnostic technology also provides information indicating countermeasures for the problem to an operator at the service center or a user of the image processing device. An example of a remote diagnostic technology is a connection control device disclosed in Patent Document 1.

[0003] This connection control device simultaneously distinguishes between access logs and system logs, and if it is a system log, it determines the importance of the log data based on the access authority and importance of the log file, etc., and compares it with a predefined retention period and deletes it if the retention period has expired.In addition, for access logs, the connection control device extends the retention period only if the log contains history indicating access to administrator functions, compared to logs that do not contain such history.This allows the connection control device to accumulate system logs and access logs while preventing storage from becoming overwhelmed. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Publication No. 2019-53551 Summary of the Invention [Problem to be solved by the invention]

[0005] However, there are problems that cannot be solved by the above-mentioned connection control device. In recent years, image processing devices such as multifunction peripherals have many functions for communicating with other devices, and when a problem occurs with these functions, various setting values ​​of the image processing device, information about devices communicating with the image processing device, etc. may be required.

[0006] In such cases, the customer calls the operator, who then has the image processing device send a list of settings to the management server to investigate the cause. However, the information the operator can refer to is not the information available at the time the problem occurred, but only the most recent information available at the time the image processing device received the detailed diagnosis request.

[0007] Therefore, if the setting values ​​are changed between the time the problem occurs and the time the operator sends the information showing the list of setting values, the correspondence between the setting values ​​at the time the problem occurred and the latest setting values ​​will become distorted. In this case, it is necessary to obtain additional information to identify the cause. However, this investigation method requires changing each setting value individually until the cause is determined, which requires multiple exchanges between the customer and the operator, reducing convenience for both the customer and the operator.

[0008] In addition, in order to quickly identify the cause of a problem caused by a setting value, it is necessary to store information leading up to the problem in the image processing device or a cloud server each time the problem occurs, and identify the cause of the problem. However, for example, if information is stored each time a job is executed by the image processing device, the total amount of information becomes large, which puts pressure on storage and increases costs. For this reason, in the past, information leading up to the problem was not stored in the image processing device or a cloud server.

[0009] SUMMARY OF THE INVENTION It is therefore an object of the present invention to provide an image processing apparatus and a control method that can improve the convenience of customers and operators in dealing with problems that occur in the image processing apparatus. [Means for solving the problem]

[0010] In order to solve the above-mentioned problems, the image processing device of the present invention is an image processing device that receives a remote treatment service by sending and receiving information to and from an application server that executes a remote treatment service that performs remote diagnosis and treatment based on information obtained remotely, and is equipped with an abnormality detection determination unit that detects errors that occur while the image processing device is operating, an addition necessity determination unit that, when the error is detected, determines whether or not to add diagnostic equipment setting information, which is information regarding the detected error among equipment setting information related to the settings of the image processing device, to job history information that shows the history of jobs executed by the image processing device, a time management unit that, when it is determined that the diagnostic equipment setting information should be added to the job history information, sets a retention period for the diagnostic equipment setting information, and an information transmission unit that transmits the job history information with the diagnostic equipment setting information added to the application server. [Effects of the Invention]

[0011] According to the present invention, it is possible to provide an image processing device and a control method that can improve the convenience for customers and operators in dealing with problems that occur in the image processing device. [Brief explanation of the drawings]

[0012] [Figure 1] 1 is a diagram illustrating an example of a system configuration of a network device diagnostic system according to an embodiment of the present invention. [Figure 2A] FIG. 2 is a diagram illustrating a software configuration of the network device diagnostic system according to the present embodiment. [Figure 2B] FIG. 2 is a diagram illustrating a software configuration of the network device diagnostic system according to the present embodiment. [Figure 3] FIG. 2 is a software module hierarchy diagram of the image processing apparatus according to the present embodiment. [Figure 4] FIG. 2 is a block diagram showing the configuration of a management module according to the present embodiment. [Figure 5] FIG. 2 is a block diagram showing the configuration of a log management module according to the embodiment. [Figure 6] FIG. 2 is a block diagram showing the configuration of a polling module according to the present embodiment. [Figure 7A] FIG. 4 is a diagram showing an MFP log management table of the image processing apparatus according to the embodiment. [Figure 7B] FIG. 4 is a diagram showing an MFP log management table of the image processing apparatus according to the embodiment. [Figure 7C] FIG. 4 is a diagram showing a job type setting management table of the image processing apparatus according to the embodiment. [Figure 8A] FIG. 10 is a diagram illustrating a network device management table of the database server according to the embodiment. [Figure 8B] FIG. 10 is a diagram illustrating a log management table of the database server according to the embodiment. [Figure 8C] FIG. 10 is a diagram illustrating a processing logic management table of the database server according to the embodiment. [Figure 8D] FIG. 10 is a diagram illustrating a processing logic management table of the database server according to the embodiment. [Figure 8E] FIG. 10 is a diagram illustrating a user management table of the database server according to the embodiment. [Figure 9] 10 is a diagram illustrating an example of a device setting information display screen referenced by a call center operator according to the present embodiment. [Figure 10] 10 is a flowchart of an addition process according to the present embodiment. [Figure 11] 10 is a flowchart of a target determination process according to the present embodiment. [Figure 12] 10 is a flowchart of a deletion determination process according to the present embodiment. [Figure 13]10 is a flowchart of a process for adding diagnostic information to which a scheduled deletion time has been added according to the present embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0013] Hereinafter, embodiments of the present invention will be described with reference to the drawings. An embodiment of a network device diagnostic system according to the present invention will be described. Here, a web application running on a cloud will be described as an example of the network device diagnostic system. Furthermore, as an example of a network device to be diagnosed by the network device diagnostic system, i.e., an image processing device, in this embodiment, a multifunction peripheral (MFP) will be described as an example of the image processing device. Note that the image processing device may not be an MFP, but may also be a printer, a fax machine, or the like.

[0014] 1 is a diagram showing an example of a system configuration of this embodiment. The network device diagnostic system is composed of an application server 100, a client computer 120, an application server 140, and an MFP 150, all connected via a network 170. The general-purpose computer that realizes the application server 100 is realized using hardware resources supplied on demand using virtualization technology. The client computer 120 and the application server 140 each have the configuration of a general-purpose computer.

[0015] The application server 100 executes a remote processing service that remotely diagnoses and processes the MFP 150 based on information obtained remotely. The application server 100 has a CPU (Central Processing Unit) 101 and executes processing based on application programs stored in a ROM (Read Only Memory) 103 or an external memory 110. The CPU 101 comprehensively controls each device connected to a system bus 111. The CPU 101 also opens various registered windows based on commands indicated by a mouse cursor (not shown) on a display 109, and executes various data processing operations. The RAM (Random Access Memory) 102 functions as the CPU 101's main memory, work area, etc. The ROM 103 is a read-only memory that functions as a storage area for basic I / O (Input / Output) programs, etc.

[0016] The ROM 103 or the external memory 110 stores an operating system (OS) program, which is a control program for the CPU 101. Furthermore, the ROM 103 or the external memory 110 stores files used in processing based on the application programs and other various data. A network I / F (Interface) 104 connects to a network 170 and executes network communication. A keyboard I / F 105 controls input from a keyboard 108 or a pointing device (not shown).

[0017] The display I / F 106 controls the display on the display 109. The external memory I / F 107 controls access to an external memory 110 such as a hard disk drive (HDD) or a solid state drive (SSD). The external memory 110 stores a boot program, various applications, user files, edit files, etc.

[0018] The application server 100 operates with the CPU 101 executing a basic I / O program and an OS written in the ROM 103 or external memory 110. The basic I / O program is written in the ROM 103. The OS is written in the ROM 103 or external memory 110. When the computer is turned on, an initial program load function in the basic I / O program writes the OS from the ROM 103 or external memory 110 into the RAM 102, and the OS starts operating. A system bus 111 connects each device.

[0019] The hardware resources that make up the application server 100, such as the CPU 101, ROM 103, and external memory 110, are supplied on demand using virtualization technology. By supplying these hardware resources on demand using virtualization technology, the application server 100 is configured as a virtual server in a cloud computing environment.

[0020] The hardware configurations of the client computer 120 and the application server 140 are the same as those of the application server 100, and therefore a description thereof will be omitted.

[0021] The MFP 150 receives remote processing services by sending and receiving information to and from the application server 100. In the MFP 150, a network I / F 151 connects to a network 170 and executes network communication. A CPU 152 outputs an image signal as output information to a printer 158 via a printer I / F 157 connected to a system bus 163 based on a control program or the like. The control program is stored in a ROM 154, an external memory 162, or the like. The CPU 152 is capable of communicating with a computer via the network I / F 151 and is configured to be able to notify the application server 100 or the application server 140 of information stored in the MFP 150 or the like. Furthermore, the CPU 152 executes processing based on an application program or the like stored in the ROM 154 or the external memory 162.

[0022] RAM 153 functions as the main memory, work area, etc. of CPU 152, and is configured so that the memory capacity can be expanded by an optional RAM connected to an expansion port (not shown). RAM 153 is used as an output information development area, an environmental data storage area, NVRAM, etc. ROM 154 or hard disk drive 162 stores font data used when generating control programs, application programs, and output information for CPU 152, information used on MFP 150, etc.

[0023] The operation unit I / F 155 is an interface with the operation unit 156, and outputs image data to be displayed to the operation unit 156. The operation unit I / F 155 also receives information input by the user using the operation unit 156. The operation unit 156 corresponds to an operation panel or the like on which operation switches, LED (Light-Emitting Diode) displays, and the like are arranged. The printer I / F 157 outputs an image signal as output information to the printer engine of the printer 158. The scanner I / F 159 receives an image signal as input information from the printer engine of the scanner 160.

[0024] The external memory I / F 161 has a memory controller and controls access to an external memory 162 such as a hard disk drive or an IC (Integrated Circuit) card. Two or more external memories 162 may be provided instead of one. If two or more external memories 162 are provided, an external memory I / F 161 is provided for each external memory 162. Furthermore, an NVRAM (Non-Volatile RAM) (not shown) may be provided, and printer mode setting information from the operation unit 156 may be stored in the NVRAM. A system bus 163 connects each device.

[0025] 2A and 2B are diagrams showing the software configuration of the network device diagnostic system according to this embodiment. First, the software configuration of the application server 100 will be described. In the application server 100, the network device diagnostic application 202 and each module exist as files stored in the external memory 110. These are program modules that are loaded into the RAM 102 and executed at runtime by the OS or a module that uses the module. In addition, the network device diagnostic application 202 can be added to a hard disk drive or solid state drive of the external memory 110 that is supplied on demand using virtualization technology in a cloud computing environment.

[0026] The network module 200 performs network communication with the client computer 120 and the MFP 150 using any communication protocol.

[0027] The web server service module 201 provides a service of returning an HTTP response when it receives an HTTP (Hypertext Transfer Protocol) request from the web browser 221 of the client computer 120. The web server service module 201 may return web page data stored in the external memory 110 as an example of the HTTP response. Alternatively, the web server service module 201 may request the UI (User Interface) module 203 of the network device diagnostic application 202 to generate an HTTP response.

[0028] The network device diagnostic application 202 is an application that detects that a problem has occurred in the MFP 150 connected to the application server 100 via the network 170, and executes diagnosis, treatment, and verification. The network device diagnostic application 202 is implemented, for example, as a program that executes processing in response to a request for a Web page provided by the Web server service module 201. As described above, the network device diagnostic application 202, together with the Web server service module 201, realizes a Web application that detects that a problem has occurred in the MFP 150, and executes diagnosis, treatment, and verification.

[0029] The UI module 203 is included in the network device diagnostic application 202, and generates an HTTP response in response to a request from the web server service module 201. The UI module 203 also receives user input information sent from the web browser 221 of the client computer 120, and calls each module as necessary. Modules called from the UI module 203 include, for example, a device management module 204, a detection module 205, a diagnosis module 206, a treatment module 207, and a verification module 208. However, the UI module 203 may call modules other than these.

[0030] The device management module 204 acquires device information and logs from the MFP 150, which is connected to the application server 100 via the network 170, via the network module 200. Any communication protocol is used to acquire the device information and logs from the MFP 150. An example of a communication protocol used by the device management module 204 is HTTPS (Hypertext Transfer Protocol Secure). The device management module 204 stores the device information acquired from each module of the MFP 150 in a network device management table 300 and a log management table 301 of the database server service module 210, which will be described later. The device management module 204 also extracts information from the device information network device management table 300 and the log management table 301 as needed.

[0031] The detection module 205 detects problems occurring in the MFP 150. The detection module 205 detects problems by obtaining device information and logs from the device management module 204. The diagnosis module 206 diagnoses the problems detected by the detection module 205 and displays the diagnosis results on a UI (User Interface) via the UI module 203. At that time, the diagnosis module 206 obtains information necessary for the diagnosis from multiple tables on the database server service module 210 (described later).

[0032] Treatment module 207 executes treatment based on the diagnosis result by diagnosis module 206 and displays the treatment result on the UI via UI module 203. Treatment module 207 executes treatments such as changing device settings for MFP 150 and issuing a reboot instruction. Treatment module 207 issues a device setting change or reboot instruction to MFP 150 connected to application server 100 via network 170 via network module 200 using any communication protocol. An example of a communication protocol used by treatment module 207 is HTTPS. Verification module 208 verifies whether the problem has been resolved by the treatment performed by treatment module 207 and displays the verification result on the UI via UI module 203.

[0033] The database server service module 210 manages data and stores and retrieves data in response to requests from other modules. The database server service module 210 may be located on a device separate from the application server 100, as long as it is accessible from the network device diagnostic application 202. The database server service module 210 may also be a database service in a cloud computing environment.

[0034] Next, the software configuration of the client computer 120 will be described. Each module that constitutes the client computer 120 is a program module that exists as a file stored in the ROM 103 or the external memory 110. Each module that constitutes the client computer 120 is loaded into the RAM 102 and executed when executed or by the OS or a module that uses that module. The network module 220 executes network communication with the application server 100 and the MFP 150 using any communication protocol.

[0035] The web browser 221 transmits HTTP request messages and receives and displays HTTP response messages via the network module 220. Access from the client computer 120 to the application server 100 and the MFP 150 is performed via the web browser 221.

[0036] The printer driver 222 creates a print job and sends it to the MFP 150 via the network module 220. The printer driver 222 receives and displays the results of the print job executed by the MFP 150 via the network module 220. Here, a job refers to a process such as printing, scanning, or faxing that can be executed by the user on the MFP 150.

[0037] Next, an overview of the software configuration of the MFP 150 is shown. In the MFP 150, various modules exist as files stored in the ROM 154 or the external memory 162, and are loaded into the RAM 153 and executed when they are executed. The network module 240 performs network communication with the application server 100 and the client computer 120 using any communication protocol. The network module 240 is also an example of an information transmission unit that transmits job history information to which diagnostic device setting information has been added to the application server 100. The print module 241 receives a print job transmitted from the printer driver 222 of the client computer 120 via the network module 240 and executes the print job. The print module 241 also creates a log of the results of the print job execution and transmits it to the log management module 244.

[0038] The scan transmission module 242 receives scan instructions from the user via the UI module 247, generates a scan job and a transmission job for the scan data, and executes these jobs. For example, protocols such as email or SMB (Server Message Block) are used to transmit the scan data. The scan transmission module 242 also creates a log of the results of executing the scan job and a log of the results of executing the transmission job, and sends these logs to the log management module 244.

[0039] The FAX module 243 receives FAX jobs transmitted from a FAX machine, image processing device, or the like (not shown) via the network module 240. The received FAX reception job is printed via the print module 241 or transferred to another FAX machine, image processing device, or the like. Furthermore, the FAX module 243 receives a FAX transmission instruction from a user via the UI module 247, generates a FAX transmission job, and executes the FAX transmission job. The FAX module 243 also creates a log of the results of executing the FAX reception job and a log of the results of executing the transmission job, and sends them to the log management module 244.

[0040] The log management module 244 stores the received logs of the execution results of each job in the database storage module 248. The log management module 244 also receives a log acquisition request from the device management module 204 of the application server 100 via the network module 240, and returns the job execution result logs.

[0041] The setting management module 245 is a module that manages the device settings of the MFP 150. The setting management module 245 receives instructions to check and change the settings from the user via the UI module 247, and returns and changes the device settings of the MFP 150. The setting management module 245 also receives instructions to check and change the settings from the action module 207 of the application server 100 via the network module 240. Then, the setting management module 245 returns and changes the device settings of the MFP 150 in accordance with the received instructions to check and change the settings.

[0042] The power management module 246 is a module that manages the power state of the MFP 150. The power management module 246 receives a power-off instruction or a restart instruction from the user via the UI module 247, and executes the power-off or restart of the MFP 150. The power management module 246 also receives a power-off instruction or a restart instruction from the action module 207 of the application server 100 via the network module 240. Then, the power management module 246 executes the power-off or restart of the MFP 150 in accordance with the received power-off instruction or restart instruction.

[0043] The UI module 247 executes drawing of the UI to be displayed on the operation unit 156 of the MFP 150 and reception of user input values ​​input by the user through UI operations on the operation unit 156 .

[0044] 3 is a software module hierarchy diagram of the image processing apparatus according to this embodiment. Each piece of software will be described with reference to FIG. 3. The software has an OS platform 301.

[0045] The firmware 350 controls basic control functions of the hardware incorporated in the MFP 150, such as copying, scanning, printing, etc. (not shown). Furthermore, the firmware 350 can be updated to add functions to the MFP 150.

[0046] The UI module 247 is a user interface module that mediates between the user's operations and the MFP 150 when the operator performs various operations or settings on the MFP 150. The UI module 247 transfers input information to various modules in accordance with the operator's operations, and executes processing requests, data setting changes, and the like.

[0047] Next, the configuration on the JAVA side will be described. The software platform on the JAVA side is configured as a runtime environment for a Java VM 307, and is made up of the Java VM 307 as an interpreter, a library 308, and a framework group 309.

[0048] The library 308 includes a standard API (Application Programming Interface) library. The framework group 309 includes an OSGi (Open Services Gateway) 310. The OSGi 310 runs multiple bundles on a single Java VM 307. Furthermore, the OSGi extension unit 311 is a module that implements the interface specification OSGi 310. The OSGi extension unit 311 indicates that functions can be extended as needed within the scope of the OSGi 310 specifications. The OSGi 310 and the OSGi extension unit 311 provide functions such as bundle lifecycle management and inter-bundle communication functions.

[0049] The OSGi 310 has a plurality of system bundle groups 312. The system bundles 312 include basic built-in functions of the image processing device 130, such as copy, scan, and print (not shown). The system bundles 312 also include the print module 241, scan / send module 242, FAX module 243, log management module 244, setting management module 245, and power management module 246 shown in FIG. 2.

[0050] The management module 314 is a system bundle that analyzes configuration change instructions received from a cloud service and executes processes in the specified order. In this embodiment, the management module 314 executes the remote treatment service target determination process shown in Fig. 11 and the diagnostic device setting information deletion determination process shown in Fig. 12. In addition to these processes, the log management module 244 executes the addition process shown in Fig. 10 and the addition process of diagnostic device setting information with a scheduled deletion time to the job history log shown in Fig. 13.

[0051] The polling module 315 is a system bundle that communicates with the application server 100 at regular intervals. For example, the polling module 315 communicates with the application server 100 every six hours, and when an instruction is received from the application server 100, the polling module 315 notifies the management module 314, the log management module 244, etc., that an instruction has been received.

[0052] 4 is a block diagram showing the configuration of the management module according to this embodiment. The communication unit 400 is a module having a function of communicating with the application server 100 and the application server 140 via the network module 240 and the network 170. When the communication unit 400 receives a notification indicating that an instruction has been issued from the network module 240, it acquires an instruction document from the application server 100 that describes the details of the remote procedure to be performed.

[0053] The service target determination unit 401 determines whether the MFP 150 is a target of the remote treatment service. For example, the service target determination unit 401 determines whether a call center operator with the user name "Call Center Operator" exists as a remote treatment operator in the job history log. If the service target determination unit 401 determines that a call center operator with the user name "Call Center Operator" exists as a user, it determines that the MFP 150 is a target of the service. Only when the MFP 150 is a target of the service, is a process of adding or deleting diagnostic device setting information when an error occurs during job execution executed.

[0054] When an error occurs during job execution, the diagnostic device setting acquisition unit 402 filters and acquires setting information according to the job error that has occurred from the setting management module 245. When filtering, the diagnostic device setting acquisition unit 402 determines whether the job type in the MFP log management table shown in Fig. 7 matches the job error type in the table, and performs processing.

[0055] The time management unit 403 compares the current time information with the scheduled deletion time of the diagnostic device setting information every hour under the condition that the diagnostic device setting information is added to the job history log. If the scheduled deletion time has passed, the time management unit 403 notifies the log management module 244 of an instruction to delete the diagnostic device setting information.

[0056] 5 is a block diagram showing the configuration of the log management module according to this embodiment. The communication unit 500 is similar to the communication unit 400, and therefore a description thereof will be omitted.

[0057] The history information management unit 501 manages job history information, including when it is remotely operated by a remote processing service, and determines the contents of diagnostic device setting information to be added to the job history information in response to a detected error. For example, the history information management unit 501 acquires and manages job history logs such as FAX and SEND created by each module. In this embodiment, diagnostic device setting information, which is device setting information when a job error occurs, is added to the job history log together with the scheduled time at which it will be deleted from the job history log and managed.

[0058] The abnormality detection and determination unit 502 detects an error that occurs during operation of the MFP 150. Specifically, the abnormality detection and determination unit 502 detects whether an error has occurred during job execution by the MFP 150, and determines the type of job in which the error has occurred.

[0059] When it is determined that the diagnostic device setting information should be added to the job history information, the time control unit 503 sets a retention period for the diagnostic device setting information. For example, when adding the diagnostic device setting information with a scheduled deletion time to the job history log, the time control unit 503 sets and manages the scheduled deletion time depending on whether a job error was detected during job execution. Furthermore, when an error is detected or no retention period is specified, the time control unit 503 sets a first retention period as the retention period. The first retention period is, for example, 24 hours. Furthermore, when the job history information includes an error related to the same type of job as the job related to the detected error, the time control unit 503 sets a second retention period, which is longer than the first retention period, as the retention period. The second retention period is, for example, two months.

[0060] The addition / deletion unit 504 includes an addition necessity determination unit and an information deletion unit. When an error is detected, the addition necessity determination unit determines whether or not to add diagnostic device setting information, which is information related to the detected error among device setting information related to the settings of the MFP 150, to job history information indicating the history of jobs executed by the MFP 150. Then, when it is determined that diagnostic device setting information needs to be added to the job history log, the addition / deletion unit 504 executes an addition process. Furthermore, the information deletion unit deletes diagnostic device setting information whose retention period has expired. For example, when the scheduled deletion time described above is reached, the information deletion unit deletes the diagnostic device setting information from the job history.

[0061] 6 is a block diagram showing the configuration of the polling module according to this embodiment. The polling execution unit 530 is a module that queries the instruction operation cloud service 310 at predetermined intervals to see if there is an instruction. Here, the predetermined interval is, for example, six hours. The polling result processing unit 531 is a module that receives the polling results. If the polling result shows that there is no instruction, the polling result processing unit 531 does not execute anything in particular. On the other hand, if the polling result shows that there is an instruction, the polling result processing unit 531 notifies the management module 314 and the log management module 244.

[0062] 7A and 7B are diagrams showing an MFP log management table of an image processing apparatus according to this embodiment. FIG. 7C is a diagram showing a job type setting management table of an image processing apparatus according to this embodiment. Note that the tables shown in FIGS. 7A, 7B, and 7C are merely examples. Therefore, the MFP log management table according to this embodiment may be different from the table shown in FIGS. 7A and 7B. Similarly, the job type setting management table according to this embodiment may be different from the table shown in FIG. 7C.

[0063] 7A and 7B show each job history log with diagnostic device setting information added. These job history logs are acquired by the log management module 244 from the print module 241, scan / transmit module 242, FAX module 243, etc. Information managed by the MFP log management table 700 includes, for example, a network device identifier, a job identifier, a job type, a job execution start date and time, a job execution end date and time, a job execution user name, a job execution result, and a job execution result error code. The job identifier is an identifier that uniquely identifies a job.

[0064] If "Call Center Operator," which means a call center operator, exists in the job execution user name in the MFP log management table 700, the job is determined to be a target for the remote treatment service without communication from the cloud service. The job type setting management table shown in Figure 7C stores settings related to each type of job executed and current values ​​for each type of job executed. When diagnostic device setting information is added to the job history log, the current settings in the setting value management table that exists for each job type are used.

[0065] FIG. 8A is a diagram showing a network device management table of a database server according to this embodiment. FIG. 8B is a diagram showing a log management table of a database server according to this embodiment. FIGS. 8C and 8D are diagrams showing a processing logic management table of a database server according to this embodiment. FIG. 8E is a diagram showing a user management table of a database server according to this embodiment. Note that each of the tables shown in FIGS. 8A to 8E is merely an example. Therefore, the network device management table according to this embodiment may be different from the table shown in FIG. 8A. The same applies to each of the tables shown in FIGS. 8B to 8E.

[0066] Network device management table 800 is a table for managing device information related to MFP 150 managed by network device diagnostic application 202. Information managed by network device management table 800 includes, for example, a network device identifier, a device name, a model name, an IP address, a serial number, and a last update date and time. Here, the network device identifier is an identifier that uniquely identifies MFP 150. The last update date and time indicates the last update date and time when the record was updated using information acquired from MFP 150. Network device management table 800 also manages information indicating whether or not a connection to a cloud service is established.

[0067] The log management table 801 is a table for managing logs acquired from the MFP 150 by the device management module 204. Information managed by the log management table 801 includes, for example, a network device identifier, a job identifier, a job type, a job execution start date and time, a job execution end date and time, a job execution user name, a job execution result, and a job execution result error code. Here, a job is a process such as printing, scan transmission, or faxing that can be executed by a user on the MFP 150. The job identifier is an identifier that uniquely identifies a job.

[0068] The diagnostic logic management table 802 is a table that manages the diagnostic logic used by the diagnostic module 206 to diagnose problems. Information managed by the diagnostic logic management table 802 includes, for example, a diagnostic logic identifier, a job type, cause information, a diagnostic rule, and a treatment logic identifier. Here, the diagnostic logic identifier is an identifier that uniquely identifies the diagnostic logic. The treatment logic identifier is an identifier that uniquely identifies the treatment logic. The cause information is information that indicates what is thought to be the cause of the problem as a result of the diagnosis. The diagnostic rule is information that represents the logic used when performing the diagnosis. The diagnostic module 206 identifies the cause of the problem based on whether or not it matches the diagnostic rule.

[0069] The treatment logic management table 803 is a table for managing the treatment logic used when displaying the problem diagnosis results on the UI and executing treatment based on instructions from the user. Information managed by the treatment logic management table 803 includes, for example, a treatment logic identifier, treatment type, treatment target, treatment content, access rights, request qualifications, whether cloud service support is available, whether on-site treatment is available, whether personal information is available, and an online manual link.

[0070] Here, the action logic identifier is an identifier that uniquely identifies the action logic. The action type is information that classifies the action content, such as device setting change or reboot. The action target is information about the target of the action, such as the MFP 150, other servers, or network devices. The action content is information that indicates the specific action content, such as path information for the setting when changing the device settings and information about the value to be changed. The access authority is information about the user's role and skill level required to perform the action. The access authority includes, for example, user role information such as a customer administrator, a call center operator with the user name "Call Center Operator," or a service technician, and information about the user's skill level such as "Trained / Untrained." The required qualification is user qualification information required to perform the action, such as a Type 3 analog construction technician qualification required to perform the action.

[0071] The cloud service supportability is information indicating whether the execution of the action is supported by the action module 207 of the network device diagnostic application 202. The presence or absence of on-site action is information indicating whether the content of the action includes an action that needs to be performed at the location where the MFP 150 is installed. Examples of actions that need to be performed at the location where the MFP 150 is installed include physical cleaning of the platen glass and adjustments performed while checking the printed matter. The presence or absence of personal information is information indicating whether the content of the action includes handling of personal information. The online manual link is URL (Uniform Resource Locator) link information to the online manual page of the MFP 150 that shows details of the action content.

[0072] The user management table 804 is a table for managing user information used by the diagnostic module 206 when displaying the problem diagnosis results on a UI. Information managed by the user management table 804 includes, for example, a user identifier, a user name, a role, a skill level, and acquired qualifications. Here, the user identifier is an identifier that uniquely identifies a user.

[0073] Fig. 9 is an example of a device setting information display screen referenced by a call center operator according to this embodiment. Specifically, Fig. 9 is an example of a screen displaying a list of device setting information on a diagnosis result display screen when a user with the role of call center operator is logged in to the network device diagnosis application 202.

[0074] The login user information display section 900 displays information about the user who is logged in to the network device diagnostic application 202. The diagnosis target display section 901 displays information about the MFP 150 that is the target of diagnosis and information about the customer who owns the MFP 150. The diagnosis target job display section 902 displays, as the diagnosis target job, log information of the MFP 150 that was acquired after being detected by the log management module 244 and stored in the database storage module 248. The log information was sent to the application server 100 via the network module 240 in response to a log acquisition request from the device management module 204.

[0075] The device setting information list display unit 903 displays a list of diagnostic device setting information obtained by the management module 314 from the setting management module 245 and linked to log information at the time of error occurrence. The details display unit 904 displays device setting information according to the type of error that occurred. The details display unit 904 displays at least one or more related setting values ​​according to the type of error. In this embodiment, the details display unit 904 displays a list of setting values ​​related to SEND when a SEND error occurs.

[0076] FIG. 10 is a flowchart of the addition process according to this embodiment. The process shown in FIG. 10 is executed by the log management module 244. In step S1000, the process of adding diagnostic device setting information is started. In step S1001, a process of waiting until job execution is detected is executed. In step S1002, a process of creating a job history log is executed. In step S1003, a target determination process is executed to determine whether the image processing device 150 is a target for the remote processing service. Details of this target determination process will be described later with reference to FIG. 11.

[0077] In step S1004, it is determined whether the remote treatment service target flag is on. If it is determined in step S1004 that the remote treatment service target flag is on (step S1004: Yes), the process proceeds to step S1005. On the other hand, if it is determined in step S1004 that the remote treatment service target flag is not on (step S1004: No), the process ends.

[0078] In step S1005, it is determined whether a job error has occurred. If it is determined in step S1005 that a job error has occurred (step S1005: Yes), the process proceeds to step S1007. On the other hand, if it is determined in step S1005 that a job error has not occurred (step S1005: No), the process proceeds to step S1006.

[0079] In step S1006, it is determined whether an error history of the same job type exists in the job history job. This determination is made to detect whether the same error has recurred after the remote processing service has performed the processing. If it is determined in step S1006 that an error history of the same job type exists in the job history job (step S1006: Yes), the process proceeds to step S1007. On the other hand, if it is determined in step S1006 that an error history of the same job type does not exist in the job history job (step S1006: No), the process ends.

[0080] In step S1007, a process is executed to add a job history log to the diagnostic device setting information to which the scheduled deletion time has been added.

[0081] 11 is a flowchart of the target determination process according to this embodiment. The process shown in FIG. 11 is executed by the management module 314. In step S1100, the target determination process starts. In step S1101, a job history log is obtained from the log management module 244. In step S1102, it is determined whether a remote treatment operator (Call Center Operator) exists as a user in the "User Name" field in the job history log.

[0082] In step S1102, if it is determined that the remote treatment operator exists as a user in the "User Name" field in the job history log (step S1102: Yes), the process proceeds to step S1103. On the other hand, if it is determined in step S1102 that the remote treatment operator does not exist as a user in the "User Name" field in the job history log (step S1102: No), the process ends.

[0083] In step S1103, the remote treatment service target flag is changed to ON, and in step S1104, the target determination process is terminated.

[0084] FIG. 12 is a flowchart of the deletion determination process according to this embodiment. The process shown in FIG. 12 is executed by the management module 314. In step S1201, current time information is acquired every hour. In step S1202, it is determined whether the current time has reached the scheduled deletion time. In step S1202, if it is determined that the current time has not reached the scheduled deletion time (step S1202: No), the process returns to step S1201. On the other hand, in step S1202, if it is determined that the current time has reached the scheduled deletion time (step S1202: Yes), the process proceeds to step S1302. In step S1203, an instruction to delete the diagnostic device setting information is transmitted to the log management module 244, and the diagnostic device setting information is deleted by the log management module 244 upon receiving the instruction. In step S1204, the deletion determination process ends.

[0085] 13 is a flowchart of the process of adding diagnostic information to which a scheduled deletion time has been added according to this embodiment. In step S1300, the process of adding diagnostic device setting information to which a scheduled deletion time has been added to a job history log starts. In step S1301, it is determined whether a job error has been detected. If it is determined in step S1301 that a job error has been detected (step S1301: Yes), the process proceeds to step S1302. On the other hand, if it is determined in step S1301 that a job error has not been detected (step S1301: No), the process proceeds to step S1303.

[0086] In step S1302, the scheduled deletion time is set to 24 hours from the current time. This 24 hours is an example of the first retention period described above. In step S1303, the scheduled deletion time is set to two months from the current time. This two months is an example of the second retention period described above. The processes of steps S1302 and S1303 are executed for the same purpose as in step S1006 described above. In step S1304, it is determined whether the job type of the detected job error is FAX.

[0087] If it is determined in step S1304 that the job type of the detected job error is FAX (step S1304: Yes), the process proceeds to step S1305. On the other hand, if it is determined in step S1304 that the job type of the detected job error is not FAX (step S1304: No), the process proceeds to step S1306.

[0088] In step S1305, FAX-related setting information is acquired from the setting management module 245. In step S1306, it is determined whether the job type of the detected job error is SEND. If it is determined in step S1306 that the job type of the detected job error is SEND (step S1306: Yes), the process proceeds to step S1307. On the other hand, if it is determined in step S1306 that the job type of the detected job error is not SEND (step S1306: No), the process proceeds to step S1308.

[0089] In step S1307, SEND-related setting information is obtained from the setting management module 245. In step S1308, it is determined whether the job type of the detected job error is PDL. If it is determined in step S1308 that the job type of the detected job error is PDL (step S1308: Yes), the process proceeds to step S1309. On the other hand, if it is determined in step S1308 that the job type of the detected job error is not PDL (step S1308: No), the process proceeds to step S1310.

[0090] In step S1309, PDL-related setting information is obtained from setting management module 245. In step S1310, all device setting information, regardless of job type, is obtained from setting management module 245. In step S1311, the process of adding diagnostic device setting information, to which the scheduled deletion time has been added, to the job history log is completed.

[0091] Through the above process, when application server 100 diagnoses a problem that occurred in MFP 150 and displays the diagnosis results, it is possible to check a list of setting values ​​related to the error at the time the problem occurred. This reduces the operation time required to change setting values ​​and reproduce the problem associated with investigating the cause. Furthermore, this prevents the database storage module 248 from being overwhelmed and prevents an increase in operational costs due to communication with application server 100 when changing setting values ​​or reproducing the problem.

[0092] The present invention also includes the following inventions that appropriately combine the above-mentioned features.

[0093] (Configuration 1) An image processing device that receives a remote treatment service by sending and receiving information to and from an application server that executes a remote treatment service that performs remote diagnosis and treatment based on information obtained remotely, characterized in that it comprises: an abnormality detection determination unit that detects errors that occur while the image processing device is operating; an addition necessity determination unit that, when the error is detected, determines whether diagnostic equipment setting information, which is information about the detected error among equipment setting information related to the settings of the image processing device, should be added to job history information that indicates the history of jobs executed by the image processing device; a time management unit that, when it is determined that the diagnostic equipment setting information should be added to the job history information, sets a retention period for the diagnostic equipment setting information; and an information transmission unit that transmits the job history information with the diagnostic equipment setting information added to the application server.

[0094] (Configuration 2) 2. The image processing device according to configuration 1, further comprising a service target determination unit that determines whether the image processing device is a target of the remote processing service.

[0095] (Configuration 3) 3. The image processing device according to claim 1, further comprising: a history information management unit that manages the job history information including when the image processing device is being remotely operated by the remote treatment service, and determines the content of the diagnostic device setting information to be added to the job history information in response to the detected error.

[0096] (Configuration 4) 4. The image processing device according to any one of configurations 1 to 3, further comprising an information deletion unit that deletes the diagnostic equipment setting information whose retention period has expired.

[0097] (Configuration 5) The image processing device described in any one of configurations 1 to 4, wherein the time management unit sets a first retention deadline as the retention deadline when the error is detected or when the retention deadline is not specified, and sets a second retention deadline longer than the first retention deadline as the retention deadline when the job history information includes an error related to a job of the same type as the job related to the detected error.

[0098] (Method 1) A control method for an image processing device that receives a remote treatment service by sending and receiving information to and from an application server that executes a remote treatment service that performs remote diagnosis and treatment based on information obtained remotely, the control method comprising: an abnormality detection determination step that detects an error that occurs while the image processing device is operating; an addition necessity determination step that, when the error is detected, determines whether diagnostic equipment setting information, which is information regarding the detected error among equipment setting information related to the settings of the image processing device, should be added to job history information that indicates the history of jobs executed by the image processing device; a time management step that, when it is determined that the diagnostic equipment setting information should be added to the job history information, sets a retention period for the diagnostic equipment setting information; and an information transmission step that transmits the job history information with the diagnostic equipment setting information added to the application server.

[0099] <Other embodiments> The present invention can also be realized by supplying a program that realizes one or more of the functions of the above-described embodiments to a system or device via a network or a recording medium, and having one or more processors in the computer of the system or device read and execute the program.The present invention can also be realized by a circuit that realizes one or more of the functions, such as an ASIC (Application Specific Integrated Circuit).

[0100] The preferred embodiments of the present invention have been described above. However, the present invention is not limited to the above-described embodiments. In other words, the present invention includes embodiments in which various modifications have been made based on the spirit of the present invention, and these embodiments are not excluded from the scope of the present invention. [Explanation of symbols]

[0101] 314 Management Module 400 Communications Department 401 Service target determination unit 402 Diagnostic equipment setting acquisition unit 403 Time Management Department 244 Log Management Module 500 Communications Department 501 History Information Management Department 502 Abnormality detection and judgment unit 503 Time Management Department 504 Addition and deletion section

Claims

1. An image processing apparatus that receives a remote treatment service by transmitting and receiving information to and from an application server that executes a remote treatment service that performs remote diagnosis and treatment based on remotely acquired information, an abnormality detection and determination unit that detects an error that occurs when the image processing device is operating; an addition necessity determination unit that determines, when the error is detected, whether or not to add diagnostic device setting information, which is information related to the detected error among device setting information related to settings of the image processing device, to job history information indicating a history of jobs executed by the image processing device; a time management unit that sets a retention period for the diagnostic device setting information when it is determined that the diagnostic device setting information is to be added to the job history information; an information transmitting unit that transmits the job history information to which the diagnostic device setting information is added to the application server; An image processing device comprising:

2. a service target determination unit that determines whether the image processing device is a target of the remote processing service; 2. The image processing device according to claim 1, wherein:

3. a history information management unit that manages the job history information including when the job history information is being remotely operated by the remote treatment service, and determines the content of the diagnostic device setting information to be added to the job history information in response to the detected error; 3. The image processing device according to claim 1, wherein the image processing device is a computer.

4. further comprising an information deletion unit that deletes the diagnostic device setting information whose retention period has expired.

3. The image processing device according to claim 1, wherein the image processing device is a computer.

5. the time management unit sets a first retention deadline as the retention deadline when the error is detected or when the retention deadline is not specified, and sets a second retention deadline that is longer than the first retention deadline as the retention deadline when an error related to a job of the same type as the job related to the detected error is included in the job history information; 3. The image processing device according to claim 1, wherein the image processing device is a computer.

6. A method for controlling an image processing apparatus that receives a remote treatment service by transmitting and receiving information to and from an application server that executes a remote treatment service that performs remote diagnosis and treatment based on remotely acquired information, comprising: an abnormality detection and determination step of detecting an error occurring when the image processing device is operating; an addition necessity determination step for determining whether or not diagnostic device setting information, which is information relating to the detected error among device setting information relating to settings of the image processing device, should be added to job history information indicating a history of jobs executed by the image processing device when the error is detected; a time management step of setting a retention period for the diagnostic device setting information when it is determined that the diagnostic device setting information is to be added to the job history information; an information transmitting step of transmitting the job history information to which the diagnostic device setting information has been added to the application server; A control method comprising:

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