Information processing device, information processing method, and program

Abstract

To provide an information processing apparatus which facilitates a client terminal for obtaining more appropriate solution information for a failure.SOLUTION: A processor of an information processing apparatus acquires first device information including failure information on each of client terminals and failure solution information, and generates a failure database by associating the failure information with the failure solution information. The processor acquires second device information on each of the client terminals at predetermined time intervals, and primarily searches the failure database for failure solution information using search information for retrieving the failure solution information. The processor secondarily searches for information on a client terminal specified by the search information, in the second device information, and extracts information corresponding to a result of the secondary search, from the result of the primary search, to extract specific information related to the specified client terminal from the failure solution information, and transmits, by an output unit, the specific information to the specified client terminal.SELECTED DRAWING: Figure 7

Description

[Technical Field]

[0001] The present disclosure relates to an information processing device, an information processing method, and a program. [Background technology]

[0002] Patent Document 1 discloses a fault integrated management device that integrates and manages faults that occur in multiple information communication processing devices connected via a network. This fault integrated management device centrally accumulates know-how on how to deal with faults that occur in the information communication processing devices. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Publication No. 10-240705 Summary of the Invention [Problem to be solved by the invention]

[0004] However, the integrated fault management device described in Patent Document 1 has a problem in that the amount of accumulated data becomes enormous, making it difficult to obtain an appropriate method of dealing with the target terminal.

[0005] The present disclosure aims to provide an information processing device, an information processing method, and a program that make it easier for a client terminal to obtain more appropriate fault resolution information. [Means for solving the problem]

[0006] One aspect of the present disclosure is An information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The processor: acquire first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database linking the fault information with the fault resolution information; acquiring second device information relating to each client terminal managed by the client system from the client system at predetermined time intervals; performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit; An information processing device is provided.

[0007] One aspect of the present disclosure is An information processing method performed by an information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The information processing method includes: acquiring first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database in which the fault information and the fault resolution information are linked; acquiring, from the client system at predetermined time intervals, second device information relating to each client terminal managed in the client system; a step of performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit. An information processing method is provided.

[0008] One aspect of the present disclosure provides a program for causing an information processing device to execute the above-described information processing method. [Effects of the Invention]

[0009] According to the present disclosure, it is possible to provide an information processing device, an information processing method, and a program that make it easier for a client terminal to obtain more appropriate fault resolution information. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a block diagram showing an example of the configuration of a fault information providing system according to an embodiment; [Figure 2] FIG. 2 is a block diagram illustrating a configuration example of a server device according to an embodiment. [Figure 3] 2 is a block diagram showing an example of the configuration of a client terminal shown in FIG. 1. FIG. [Figure 4] 4 is a schematic diagram illustrating an example of a data configuration of general device information stored in a storage device of a server device according to an embodiment. FIG. [Figure 5]2 is a schematic diagram illustrating a data flow in the fault information providing system according to the embodiment; FIG. [Figure 6] 10 is a flowchart illustrating a flow of a data collection process by a server device according to an embodiment. [Figure 7] 10 is a flowchart illustrating the flow of a search process performed by a server device according to an embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0011] (Background to this disclosure) There is a known technology that accumulates troubleshooting information for failures that occur in terminals connected via a network. However, with conventional technology, the amount of accumulated data becomes enormous, making it difficult to find an appropriate solution for the target terminal.

[0012] There is also a known prior art technology that allows users to find updates by entering the name or details of the update into a search input form. The description of the discovered update may include details of problems that occurred in older versions of the program. However, this prior art technology has the problem of being unable to search for updates based on the details of the problems.

[0013] Furthermore, there is known a prior art in which update programs are distributed regardless of the terminal's fault condition. In such prior art, a program that is operating normally on the terminal may be overwritten with an update program that is not necessary for the terminal, or an unnecessary additional program may be installed. As a result, even if the terminal was operating normally with the program before the update, the update program or additional program may cause a malfunction in the terminal's operation. Thus, the prior art has a problem in that the installation of update programs or additional programs may cause side effects.

[0014] In order to solve such problems, the inventor has completed a technique that enables a client terminal to acquire more appropriate fault resolution information.

[0015] 1. Embodiment Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. In each drawing, elements may be exaggerated as appropriate to facilitate explanation. Note that the present disclosure is not limited to the following embodiments. Furthermore, the present disclosure can be modified as appropriate within the scope of the effects of the present disclosure.

[0016] 1-1. System and device configuration examples 1 is a block diagram showing an example of the configuration of a fault information providing system 1 according to an embodiment of the present disclosure. The fault information providing system 1 includes a client system 2, a server device 10, and a vendor system 30.

[0017] The client system 2 includes a plurality of client terminals 20. Although three client terminals 20 are shown in Fig. 1, the number of client terminals 20 included in the client system 2 is not limited to this. Each of the client terminals 20 and the vendor system 30 is connected to the server device 10 so as to be able to communicate with each other, for example, via a network.

[0018] The vendor system 30 is a system managed by a vendor of an information processing device. A vendor is an example of a developer or provider of an information processing device. The client terminal 20 is a part or all of such an information processing device. For example, the vendor may include a hardware vendor such as an independent hardware vendor (IHV) and a software vendor such as an independent software vendor (ISV). The number of vendor systems 30 is not limited to one and may be two or more. For example, the server device 10 may be communicatively connected to vendor systems operated by multiple vendors.

[0019] The vendor system 30 accumulates information such as fault information indicating a fault related to an information processing device provided by the vendor and fault resolution information for resolving the fault (hereinafter, sometimes referred to as "first device information" or "general device information"), and transmits the accumulated information to the server device 10. The general device information may include fault information indicating a fault related to the hardware of the information processing device developed by the vendor or software that may be installed on such hardware, fault resolution information for resolving the fault, update information for the software, etc. The information processing device developed by the vendor may constitute a client terminal 20.

[0020] As used herein, a "failure" includes a malfunction, breakdown, or defect in a device or a component of a device, such as hardware or software. Alternatively, or in addition, a "failure" includes the inability of the component to perform its intended function.

[0021] The client system 2 is a system managed by a person who uses the client terminals 20, such as a company or an organization. The client system 2 collects information on a plurality of client terminals 20 and transmits the collected information to the server device 10. Such information includes, for example, information on the information processing devices that constitute the client terminals 20 (hereinafter, sometimes referred to as "second device information" or "client terminal information"). The client terminal information may include fault information indicating a fault in the hardware of the information processing device that constitutes the client terminal 20 or software that may be installed on such hardware, fault resolution information for resolving the fault, update information for the software, etc.

[0022] Fig. 2 is a block diagram showing an example of the configuration of the server device 10 of Fig. 1. The server device 10 includes a processor 11, a storage device 12, an input / output interface (I / F) 13, and a communication interface 14.

[0023] The processor 11 performs information processing to realize the functions of the server device 10. Such information processing is realized, for example, by the processor 11 operating in accordance with instructions of a program 121 stored in the storage device 12. The processor 11 is configured with circuits such as a CPU, an MPU, an FPGA, etc. The processor 11 may be realized by a single such circuit or by multiple circuits.

[0024] The storage device 12 stores various data including a program 121 required to realize the functions of the server device 10, general device information 122 (described later), client terminal information 123, and a fault database 124. The storage device 12 is realized, for example, by a semiconductor storage device such as a flash memory or a solid state drive (SSD), a magnetic storage device such as a hard disk drive (HDD), or other recording media, either alone or in combination. The storage device 12 may also include a temporary storage device such as an SRAM or a DRAM.

[0025] The input / output interface 13 is an interface circuit that connects the server device 10 to an external device in order to receive information from the external device or to output information to the external device. The input / output interface 13 may be a communication circuit that performs data communication in accordance with an existing wired communication standard and / or wireless communication standard. The input / output interface 13 is an example of an "input unit" and an "output unit" in the present disclosure.

[0026] The communication interface 14 is a communication circuit that performs data communication in accordance with existing wired communication standards and / or wireless communication standards. The processor 11 can perform data communication with each client terminal 20 and the vendor system 30 via the communication interface 14 and the network. The communication interface 14 is an example of an "input unit" and an "output unit" in the present disclosure.

[0027] Fig. 3 is a block diagram showing an example of the configuration of the client terminal 20 of Fig. 1. The client terminal 20 includes a processor 21, a storage device 22, an input / output interface 23, and a communication interface 24.

[0028] The processor 21 performs information processing to realize the functions of the client terminal 20. Such information processing is realized, for example, by the processor 21 operating in accordance with instructions from a program stored in the storage device 22. The processor 21 is configured, for example, with circuits such as a CPU, an MPU, and an FPGA. The processor 21 may be realized by such a single circuit or by multiple circuits.

[0029] The storage device 22 stores various data including programs necessary to realize the functions of the client terminal 20. The storage device 22 is realized, for example, by a semiconductor storage device such as a flash memory or an SSD, a magnetic storage device such as an HDD, or other recording media, either alone or in combination. The storage device 22 may also include a temporary storage device such as an SRAM or a DRAM.

[0030] The input / output interface 23 is an interface circuit that connects the client terminal 20 to an external device in order to receive information from the external device or output information to the external device. The input / output interface 23 may be a communication circuit that performs data communication in accordance with an existing wired communication standard and / or wireless communication standard.

[0031] The communication interface 24 is a communication circuit that performs data communication in accordance with existing wired communication standards and / or wireless communication standards. The processor 21 can perform data communication with the server device 10 via the communication interface 24 and the network.

[0032] 1-2. Data configuration example 4 is a schematic diagram showing an example of the data configuration of general device information 122 stored in the storage device 12. The general device information 122 is information relating to information processing devices provided by a vendor, and is input from the vendor system 30, for example.

[0033] The general device information 122 includes model information 51 and driver information 52 of the information processing device. The model information 51 is information related to the hardware or software of the information processing device. For example, the model information 51 includes information such as the model number of the information processing device, the version of the installed OS (Operating System), the identifier (ID) of the driver installed in the information processing device, the driver file, the device name, and the version of the driver at the time of shipment.

[0034] The driver information 52 includes information such as the driver ID, file, version, problem details, and latest flag. The driver problem details are, for example, driver failure information. The latest flag is a flag that indicates whether the driver is the latest version.

[0035] The model information 51 and the driver information 52 are linked to each other by the driver ID. The general device information 122 may further include information about the information processing device regarding software or applications other than the driver.

[0036] The general device information 122 further includes known fault information 53 collected by the vendor. Each fault is assigned an identifier (ID), and each fault is identified by, for example, the model number of the information processing device in which the fault occurred, the version of the installed OS, and the problem content.

[0037] The fault information 53 includes, for example, driver update information 54 and setting change information 55 for resolving the fault. The driver update information 54 and setting change information 55 are examples of fault resolution information of the present disclosure.

[0038] The driver update information 54 is used when there is a driver problem that can be resolved by updating the driver. The driver update information 54 includes information about the driver problem. The driver problem information includes ID information for the problem, and the ID includes a problem content ID (problem_id) assigned to each problem content of the problem and an ID (driver_id) for identifying the driver.

[0039] The driver update information 54 includes update information about driver updates. This information may be acquired based on the driver information 52 described above. The driver update information includes information such as the ID of the problem, the name of the device where the driver is to be installed, the driver version, and the driver source, such as a download URL. The driver problem information and update information are linked to each other by the ID.

[0040] The setting change information 55 is used when there is a problem with the settings of the information processing device and changing the settings will resolve the problem. The setting change information 55 includes information about the setting problem. The setting problem information includes ID information of the problem caused by the setting problem, and the ID includes a problem content ID (problem_id) assigned to each content of the problem and a setting ID (setting_id) assigned to each setting.

[0041] The setting change information 55 includes information about the setting change. The setting change information includes information such as the ID of the problem, the changed setting content, and the source of the changed setting such as related URLs. The setting problem information and the information about the setting change are linked to each other by the ID.

[0042] The processor 11 associates fault information included in the known fault information 53 with fault solution information for solving the fault, thereby constructing a fault database 124 and storing the fault database 124 in the storage device 12 (see S12 in FIG. 6). The model information 51 and the driver information 52 may also be used to construct the fault database 124.

[0043] Fig. 5 is a schematic diagram illustrating the flow of data in the fault information providing system 1 according to this embodiment. Details of each process shown in Fig. 5 will be described later with reference to Fig. 6 and Fig. 7, and an overview of each process will be described in Fig. 5.

[0044] 4, the general device information 122 is input, for example, from the vendor system 30 (see S11 in FIG. 6). The processor 11 associates fault information included in the known fault information 53 with fault resolution information for resolving the fault, thereby constructing a fault database 124 and storing it in the storage device 12 (see S12 in FIG. 6).

[0045] Meanwhile, the processor 11 acquires client terminal information 123 from the client system 2 (see S13 in FIG. 6). The client terminal information 123 includes, for example, information on the data acquisition time, and the model number or serial number of the client terminal 20. In this specification, the "time" information may be information indicating only the time, or may include information on both the date and the time.

[0046] The client terminal information 123 may include information on the OS, BIOS, hardware, software, settings, and registry of the client terminal 20. Furthermore, the client terminal information 123 may include information such as the ID, file, and version of application software or drivers installed on the client terminal 20.

[0047] For example, the user inputs search information including information such as the model number and serial number, and keywords or queries containing the inquiry content, into an input form on a support page. Such a support page may be managed by server device 10 or by another information processing device. Processor 11 searches for troubleshooting information corresponding to the input search information from troubleshooting database 124 (primary search, see S21 and S22 in FIG. 6).

[0048] A search on the support page provides various pieces of troubleshooting information 61, 62 related to various information processing devices. The troubleshooting information 61, 62 may be troubleshooting information for information processing devices with different model numbers or OS versions, or may be troubleshooting information for information processing devices with the same model number and OS version. The troubleshooting information 61, 62 includes, for example, the problem content, setting content, device name, driver version, and the URL of a web page from which the troubleshooting information can be downloaded.

[0049] Furthermore, the processor 11 searches the client terminal information 123 for information on the client terminal 20 identified by the search information entered in the input form on the support page, particularly information such as the model number and serial number (secondary search, see S23 in Figure 6).

[0050] The processor 11 extracts information on the identified client terminal 20 corresponding to the secondary search from the failure solution information 61, 62 that is the result of the primary search (see S24 in FIG. 6).

[0051] This allows the fault information providing system 1 to extract a solution that is compatible with the client system 2. For example, the fault information providing system 1 can extract faults that may occur in application software or drivers installed in the target client terminal 20. In particular, the fault information providing system 1 can appropriately remove faults that occur in old drivers from the extraction results, even if the amount of data in the fault database 124 increases over time. Furthermore, since the server device 10 stores the information on the client terminal 20 together with information on the acquisition time, it can also display, on the client terminal 20, faults related to application software or drivers that were recently changed (for example, after a predetermined time before the present), with priority.

[0052] 1-3. Example of operation 6 and 7, an example of the operation of the server device 10 will be described below. The processor 11 of the server device 10 performs the data collection process shown in FIG. 6 and the search process shown in FIG.

[0053] 6 is a flowchart illustrating the flow of data collection processing by the server device 10. First, the processor 11 acquires the general device information 122 provided by the vendor system 30 (S11). The processor 11 stores the acquired general device information 122 in the storage device 12.

[0054] Next, the processor 11 constructs a fault database 124 and stores it in the storage device 12 (S12). The fault database 124 includes data linking fault information included in the general device information 122 with fault resolution information for resolving the fault.

[0055] The processor 11 periodically acquires the client terminal information 123 from the client system 2, for example, every 24 hours or once a week (S13). However, step S13 is not limited to the processor 11 periodically acquiring the client terminal information 123. For example, the processor 11 may acquire the client terminal information 123 at a plurality of predetermined times, or may acquire the client terminal information 123 irregularly. The processor 11 stores the acquired client terminal information 123 in the storage device 12 together with information on the acquisition time.

[0056] 7 is a flowchart illustrating the flow of search processing by server device 10. First, processor 11 accepts input of search information via input / output interface 13 or communication interface 14 (S21). The search information is information for searching for troubleshooting information, and is entered, for example, into an input form on a support page. The search information includes, for example, information such as a model number and serial number, and keywords or queries containing the inquiry content.

[0057] Next, the processor 11 searches (primary search) the fault database 124 for fault solution information corresponding to the search information input in step S21 (S22).

[0058] The processor 11 searches (secondary search) for information on the client terminal 20 identified by the search information input in step S21 in the client terminal information 123 (S23). Step S23 may be executed before step S22, different from the order shown in FIG.

[0059] Next, the processor 11 extracts information on the identified client terminal 20 corresponding to the secondary search from the results of the primary search (S24). This makes it possible to narrow down the results of the primary search using the results of the secondary search.

[0060] The processor 11 transmits the information extracted in step S24 to the client terminal 20 identified by the search information via the input / output interface 13 or the communication interface 14 (S25). The information received by the client terminal 20 is notified to the user of the client terminal 20 by notification means such as a display of the client terminal 20.

[0061] Through the above operations, the server device 10 can extract faults that may occur in the application software or drivers installed in the target client terminal 20. For example, even if the amount of data in the fault database 124 increases over time, the server device 10 can appropriately remove faults that occur in old drivers from the extraction results by executing the extraction process S24.

[0062] Furthermore, the server device 10 may store the information about the client terminal 20 acquired in step S13 together with information about the time of acquisition in the storage device 12. This allows the server device 10 to preferentially transmit to the client terminal 20 any faults related to application software or drivers that were changed after a predetermined time before the present.

[0063] Although several conventional techniques for searching for update information for software programs are known, the server device 10 according to this embodiment can obtain more appropriate fault resolution information than conventional techniques in at least the following respects.

[0064] For example, when searching for troubleshooting information, a conventional technique is known in which information relating only to programs present in a terminal is searched for.

[0065] In response to this, in one example, the server device 10 stores the information about the client terminal 20 acquired in step S13 together with information about the acquisition time in the storage device 12. Therefore, the server device 10 can search for fault resolution information based on the chronological information about the program of the client terminal 20.

[0066] For example, in a case where a fault occurs due to a recently updated driver or a recently changed setting, the server device 10 can cause the client terminal 20 to display search results related to application software or drivers that were changed after a predetermined time before the present. Such search results may be displayed in order of the time when the fault information was updated, or may be displayed in a ranking format of importance. When importance is taken into consideration, the server device 10 may set the importance of newer fault solution information higher than that of older fault solution information.

[0067] Furthermore, for example, in the prior art, an update can be found by entering the name or description of the update into a search input form. The description of the discovered update may include details of problems that occurred in older versions of the program. However, in the prior art, it is not possible to search for an update based on the details of the problem.

[0068] In response to this, the server device 10 can search for information on update programs for the client terminal 20 that can solve the problem by inputting search information for searching for problem solution information, for example, the details of the problem, into an input form. Therefore, the server device 10 can appropriately search for problem solution information for a specific problem in the client terminal 20.

[0069] Furthermore, there is known a prior art in which update programs are distributed regardless of the terminal's fault status. In such prior art, a program that is operating normally on the terminal may be overwritten with an update program that is not required for the terminal, or an unnecessary additional program may be installed. As a result, even if the terminal was operating normally with the program before the update, the update program or additional program may cause a malfunction in the terminal's operation. In this way, in the prior art, the installation of an update program or additional program may cause side effects.

[0070] In response to this, the server device 10 extracts information about the identified client terminal 20 in step S24, thereby being able to extract an effective update program in response to the failure in the client terminal 20. This allows the server device 10 to suppress the side effects described above and provide more appropriate failure resolution information for the client terminal 20.

[0071] 1-4.Summary As described above, the server device 10, which is an example of an information processing device, is used in the fault information providing system 1 that includes the client system 2. The client system 2 includes a plurality of client terminals 20. The server device 10 includes a processor 11, an input / output interface 13, and a communication interface 14. The input / output interface 13 and the communication interface 14 are both examples of an input unit and an output unit. The processor 11 acquires general device information (first device information) 122, which is provided by the provider of each client terminal 20 and includes fault information indicating a fault related to each client terminal 20 and fault solution information for solving the fault (S11). The processor 11 generates a fault database 124 that links the fault information and the fault solution information (S12). The processor 11 acquires client terminal information (second device information) 123 related to each client terminal 20 managed in the client system 2 from the client system 2 at predetermined time intervals (S13). Processor 11 performs a primary search for the fault resolution information in the fault database using search information for searching for the fault resolution information (S22). The search information is input via the input unit (S21). Processor 11 performs a secondary search for information on the client terminal 20 identified by the search information in client terminal information 123 (S23). Processor 11 extracts information corresponding to the results of the secondary search from the results of the primary search, thereby extracting specific information related to the identified client terminal 20 from the fault resolution information (S24). Processor 11 transmits the specific information to the identified client terminal 20 via the output unit (S25).

[0072] According to this configuration, the server device 10 can acquire more appropriate fault resolution information for the client terminal 20.

[0073] In the process S13 of acquiring the client terminal information 123 at predetermined time intervals, the processor 11 may further acquire information on the time of acquisition of the client terminal information 123. In this case, in the secondary search S23, the processor 11 may search for information on the client terminal 20 identified by the search information from among the client terminal information 123 that was acquired on a predetermined day or after a predetermined time.

[0074] According to this configuration, the server device 10 can acquire new fault resolution information acquired on a predetermined day or after a predetermined time, and can acquire fault resolution information that is more appropriate for the client terminal 20.

[0075] (Addendum) The following are examples of aspects of the present disclosure.

[0076] <Aspect 1> An information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The processor: acquire first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database linking the fault information with the fault resolution information; acquiring second device information relating to each client terminal managed by the client system from the client system at predetermined time intervals; performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit; Information processing device.

[0077] <Aspect 2> The processor: In the process of acquiring the second device information at predetermined time intervals, information on the time at which the second device information is acquired is further acquired; An information processing device according to aspect 1, wherein in the secondary search, information of the client terminal identified by the search information is searched for from among the second device information obtained after a specified date or time.

[0078] <Aspect 3> An information processing method performed by an information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The information processing method includes: acquiring first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database in which the fault information and the fault resolution information are linked; acquiring, from the client system at predetermined time intervals, second device information relating to each client terminal managed in the client system; a step of performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit. Information processing methods.

[0079] <Aspect 4> A program for causing an information processing device to execute the information processing method according to aspect 3.

[0080] <Aspect 5> A program executed by a processor of an information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes an input unit and an output unit; The program causes the processor to: acquire first device information including fault information indicating a fault related to each client terminal and fault resolution information for resolving the fault, the fault information being provided by a provider of each client terminal; generating a fault database linking the fault information with the fault resolution information; acquiring, from the client system at predetermined time intervals, second device information relating to each client terminal managed by the client system; performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; causing the output unit to transmit the specific information to the specified client terminal; program. [Industrial Applicability]

[0081] The present disclosure is applicable to an information processing device that communicates with a terminal. [Explanation of symbols]

[0082] 1. Disability Information System 2 Client System 10 Server device 11 processors 12 Storage device 13 Input / Output Interface 13 Input / Output Interface 14 Communication Interface 20 Client Terminals 21 processors 22 Storage device 23 Input / Output Interface 24 Communication Interface 30 Vendor Systems 51 Model Information 52 Driver Information 53 Fault Information 54 Driver Update Information 55 Setting change information 61, 62 Troubleshooting information 121 Programs 122 General device information (first device information) 123 Client terminal information (secondary device information) 124 Disability Database

Claims

1. An information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The processor: acquire first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database linking the fault information with the fault resolution information; acquiring second device information relating to each client terminal managed by the client system from the client system at predetermined time intervals; performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit; Information processing device.

2. The processor: In the process of acquiring the second device information at predetermined time intervals, information on the time at which the second device information is acquired is further acquired; 2. The information processing device according to claim 1, wherein, in the secondary search, information of the client terminal identified by the search information is searched for from among the second device information acquired after a predetermined date or time.

3. An information processing method performed by an information processing device used in a fault information providing system including a client system, the client system includes a plurality of client terminals; the information processing device includes a processor, an input unit, and an output unit; The information processing method includes: acquiring first device information provided by a provider of each client terminal, the first device information including fault information indicating a fault related to the client terminal and fault resolution information for resolving the fault; generating a fault database in which the fault information and the fault resolution information are linked; acquiring, from the client system at predetermined time intervals, second device information relating to each client terminal managed by the client system; a step of performing a primary search for the fault solution information in the fault database using search information for searching the fault solution information input via the input unit; performing a secondary search for information on the client terminal identified by the search information in the second device information; extracting, from the result of the primary search, information corresponding to the result of the secondary search, thereby extracting specific information related to the identified client terminal from the fault resolution information; transmitting the specific information to the specified client terminal by the output unit. Information processing methods.

4. A program for causing an information processing device to execute the information processing method according to claim 3.

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