Information processing device and computer program

Abstract

To specify settings for eliminating errors generated by processing performed on a device installed in a real-world environment.SOLUTION: A virtual multifunction machine 100 acquires history data of processing performed by a device installed in the real-world environment, retrieves history data of the same processing normally terminated in the other device installed in the real-world environment, which matches contents of some items included in the history data of the processing terminated with an error, from among pieces of history data of the other device, extracts a difference between the history data of the processing terminated with an error and the history data of the normally terminated processing, and based on the extracted difference, proposes settings for normally terminating the processing to the device.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to an information processing apparatus and a computer program.

Background Art

[0002] Patent Document 1 discloses an image forming apparatus including a control unit that controls the operation of the apparatus and an analysis unit that analyzes maintenance information corresponding to the apparatus when an event that requires maintenance management occurs. The maintenance information includes a plurality of solution methods for solving the event that requires maintenance management. The analysis unit determines the application order of the solution methods for the apparatus, and the control unit controls the operation of the apparatus based on the application order of the solution methods analyzed by the analysis unit.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In order to solve a malfunction state by a method of sequentially applying setting changes automatically according to an error handling procedure and aiming to solve the malfunction state, it is necessary to prepare in advance a plurality of setting change procedures associated with errors occurring in the apparatus.

[0005] An object of the present invention is to provide an information processing apparatus and a computer program that can specify settings for eliminating an error occurring in a process performed by an apparatus installed in a real environment.

Means for Solving the Problems

[0006] The information processing device according to the first embodiment includes a processor, which acquires historical data of processing performed by a device installed in a real environment, searches among the historical data of other devices for historical data of the same processing that was successfully completed by another device installed in a real environment and whose content matches some of the items included in the historical data of the processing that was terminated with an error, extracts the difference between the historical data of the processing that was terminated with an error and the historical data of the processing that was completed successfully, and proposes settings to the device for successfully completing the processing based on the extracted difference.

[0007] The information processing device according to the second embodiment is the same as the information processing device according to the first embodiment, wherein the processor proposes to the device a setting for successfully terminating the process based on the distribution of the contents of items in the history data of successfully completed processes from the difference.

[0008] The information processing device according to the third embodiment is an information processing device according to the second embodiment, wherein the processor proposes to the device an item that has the most common content among the multiple other devices, prioritizing it above the other items.

[0009] The information processing device according to the fourth embodiment is the same as the information processing device according to the first embodiment, wherein the processor acquires the history data summarized by the device and searches for summarized history data of the same process as the process from among the devices that hold summarized history data of the other devices.

[0010] The information processing device according to the fifth embodiment is the same as the information processing device according to the fourth embodiment, wherein the processor acquires unsummarized history data when there is no difference between the summarized history data of the process that terminated with an error and the summarized history data of the process that terminated with a normal operation, and extracts the difference between the unsummarized history data of the process that terminated with an error and the unsummarized history data of the process that terminated with a normal operation.

[0011] The information processing device according to the sixth embodiment is an information processing device according to the first embodiment, wherein the processor generates a verification procedure for applying the settings proposed to the device to the device, and reflects the generated verification procedure to the device.

[0012] The information processing device according to the seventh embodiment is an information processing device according to the sixth embodiment, wherein the processor permanently reflects the setting to the device if the processing no longer terminates with an error due to the verification procedure.

[0013] The information processing device according to the eighth aspect is the information processing device according to the sixth aspect, wherein if the processing terminates with an error even after the verification procedure, the processor notifies the device of a request for analysis of the historical data.

[0014] The information processing apparatus according to the ninth embodiment is the information processing apparatus according to the first embodiment, wherein the apparatus is an image forming apparatus.

[0015] The computer program according to the tenth embodiment causes the computer to execute a process that acquires history data of processing performed on a device installed in a real environment, searches the history data of another device installed in a real environment for history data of the same processing that was successfully completed on that other device and whose contents match some of the items included in the history data of the processing that was terminated with an error, extracts the difference between the history data of the processing that was terminated with an error and the history data of the processing that was completed successfully, and proposes settings to the device for successfully completing the processing based on the extracted difference. [Effects of the Invention]

[0016] According to the first embodiment, the history data of the same process that completed successfully is searched from the history data of other devices for items that match the contents of some items included in the history data of the process that terminated with an error, and the difference between the history data of the process that terminated with an error and the history data of the process that completed successfully is extracted, thereby identifying the settings necessary to resolve the error that occurred in the process performed by the device installed in the real environment.

[0017] According to the second aspect, it becomes easier to specify the setting for normally terminating the process as compared with the case where the distribution of the contents of the history data in the device where the process has normally terminated is not used.

[0018] According to the third aspect, it can be proposed to the device in which the process has ended in error so as to perform the process with the most frequent content in the device where the process has normally terminated.

[0019] According to the fourth aspect, the amount of history data acquired from the device can be reduced by acquiring the summarized history data.

[0020] According to the fifth aspect, the amount of history data acquired from the device can be reduced by acquiring detailed data only when the cause of the error cannot be identified from the summarized history data.

[0021] According to the sixth aspect, a verification procedure for normally terminating the process in the device in which the process has ended in error can be generated from the difference in the history data.

[0022] According to the seventh aspect, if the verification procedure generated from the difference in the history data is valid, the setting based on the verification procedure can be permanently reflected in the device.

[0023] According to the eighth aspect, if the verification procedure generated from the difference in the history data is not valid, it is possible to request the resolution of the error by analyzing the history data.

[0024] According to the ninth aspect, the setting for resolving the error that has occurred in the image forming apparatus can be specified.

[0025] According to the tenth aspect, the history data of the same process that has ended normally, which matches the contents of some items included in the history data of the process that has ended in error, is searched from the history data of other devices, and the difference between the history data of the process that has ended in error and the history data of the process that has ended normally is extracted, thereby specifying the setting for resolving the error that has occurred in the process performed by the device installed in the actual environment.

Brief Description of the Drawings

[0026] [Figure 1] It is a diagram showing a schematic configuration of an information processing system according to an embodiment of the disclosed technology. [Figure 2] It is a block diagram showing the hardware configuration of a multifunction device. [Figure 3] It is a block diagram showing the hardware configuration of a virtual multifunction device existing in a cloud network. [Figure 4] It is a block diagram showing an example of the functional configuration of a multifunction device and a virtual multifunction device. [Figure 5] It is a flowchart showing the flow of information processing by a multifunction device. [Figure 6] It is a diagram showing an example of detailed history data of a multifunction device whose process ended in error. [Figure 7] It is a diagram showing an example of summary history data of a multifunction device whose process ended in error. [Figure 8] It is a flowchart showing the flow of information processing by a virtual multifunction device. [Figure 9] It is a diagram showing an example of summary history data of a multifunction device whose process ended normally. [Figure 10] It is a flowchart showing the flow of information processing by a multifunction device. [Figure 11] It is a diagram showing an example of a screen to be displayed by a CPU.

Modes for Carrying Out the Invention

[0027] Hereinafter, an example of an embodiment of the present invention will be described while referring to the drawings. In each drawing, the same or equivalent components and parts are given the same reference numerals. Also, the dimensional ratios in the drawings are exaggerated for the convenience of explanation and may be different from the actual ratios.

[0028] Figure 1 is a diagram showing the schematic configuration of the information processing system according to this embodiment. The information processing system 1 shown in Figure 1 includes multifunction printers 10A and 10B, a personal computer (PC) 20, a storage server 25, networks 30A and 30B, and a cloud network 40.

[0029] The multifunction printers 10A and 10B are devices installed in a real-world environment and are image forming devices that have several functions from among a number of functions such as copying, printing, scanning, facsimile, and OCR (optical character recognition). For example, when multifunction printer 10A receives a print job from PC 20, it performs printing processing based on the print job. Also, for example, multifunction printer 10A has the function of scanning a document and sending the scanned data to PC 20 or storage server 25. In the following description, when it is not necessary to distinguish between multifunction printers 10A and 10B, they will simply be described as multifunction printer 10.

[0030] The cloud network 40 is a network on the cloud where virtual multifunction devices 100A, 100B, ... exist, synchronized with the multifunction device 10 and storing the settings of the multifunction device 10. Virtual multifunction device 100A synchronizes with multifunction device 10A and stores the settings of multifunction device 10A, and virtual multifunction device 100B synchronizes with multifunction device 10B and stores the settings of multifunction device 10B. In this way, there is a one-to-one correspondence between the multifunction devices installed in the real environment and the virtual multifunction devices existing in the cloud network 40. In the following description, when it is not necessary to distinguish between virtual multifunction devices 100A, 100B, ..., they will simply be described as virtual multifunction device 100. Virtual multifunction device 100 is an example of the information processing device of the present invention.

[0031] It should be noted that the virtual multifunction printer 100 does not exist as a physical multifunction printer, but rather exists to store the settings of the multifunction printer 10. Therefore, the virtual multifunction printer 100 is, for example, built on a server.

[0032] Multifunction printer 10A connects to cloud network 40 via network 30A and synchronizes its settings with a virtual multifunction printer 100A. Multifunction printer 10B connects to cloud network 40 via network 30B and synchronizes its settings with a virtual multifunction printer 100B. Networks 30A and 30B may include both wired and wireless networks. In the following description, if there is no need to distinguish between networks 30A and 30B, they will simply be referred to as network 30.

[0033] When performing a process based on the functions of the multifunction printer 10, the process may terminate with an error. There are various reasons for such errors, and it would be extremely time-consuming for the administrator of the multifunction printer 10 to check the error details and attempt to resolve it each time. For frequently occurring errors, preparing a resolution procedure in advance could make resolving the error easier than if no such procedure existed. However, if an error occurs for which no resolution procedure exists, the administrator will still need to attempt to resolve the error.

[0034] In this embodiment, if the processing on the multifunction printer 10 terminates with an error, a virtual multifunction printer 100 corresponding to the multifunction printer 10 acquires the history data of the multifunction printer 10 and searches for the history data of other multifunction printers 10 where the same processing terminated successfully. The virtual multifunction printer 100 then extracts the differences in the history data and identifies the settings to resolve the error based on the differences. Once the virtual multifunction printer 100 has identified the settings to resolve the error, it generates a verification procedure to resolve the error. The virtual multifunction printer 100 first acquires and searches the summarized history data (also referred to as summarized history data) from the multifunction printer 10, and if no differences can be extracted from the summarized history data, it may acquire and search the detailed, unsummarized history data (also referred to as detailed history data).

[0035] In this embodiment, the virtual multifunction device 100 can identify settings to resolve errors that occurred during processing performed on the multifunction device 10 installed in the actual environment by executing the aforementioned procedure.

[0036] Figure 2 is a block diagram showing the hardware configuration of the multifunction printer 10.

[0037] As shown in Figure 2, the multifunction device 10 includes a CPU (Central Processing Unit) 11, ROM (Read Only Memory) 12, RAM (Random Access Memory) 13, storage 14, input unit 15, display unit 16, and communication interface (I / F) 17. Each component is connected to the others via a bus 19 so that they can communicate with each other.

[0038] The CPU 11 is a central processing unit that executes various programs and controls various parts. Specifically, the CPU 11 reads programs from the ROM 12 or storage 14 and executes them using the RAM 13 as a working area. The CPU 11 controls each of the above configurations and performs various calculations according to the programs recorded in the ROM 12 or storage 14. In this embodiment, the ROM 12 or storage 14 stores programs for executing the functions of the multifunction device 10, and information processing programs for executing verification procedures generated based on settings identified in the virtual multifunction device 100.

[0039] ROM12 stores various programs and data. RAM13 temporarily stores programs or data as a working area. Storage14 consists of a storage device such as an HDD (Hard Disk Drive), SSD (Solid State Drive), or flash memory, and stores various programs, including the operating system, and various data.

[0040] The input unit 15 is used to perform various types of input.

[0041] The display unit 16 is, for example, a liquid crystal display and displays various information. The display unit 16 may also function as an input unit 15 by employing a touch panel system.

[0042] The communication interface 17 is an interface for communicating with other devices such as the PC 20, storage server 25, and cloud network 40, and standards such as Ethernet®, FDDI, and Wi-Fi® are used.

[0043] Figure 3 is a block diagram showing the hardware configuration of a virtual multifunction printer 100 located in the cloud network 40.

[0044] As shown in Figure 3, the virtual multifunction device 100 has a CPU 101, ROM 102, RAM 103, storage 104, input unit 105, and communication interface (I / F) 107. Each component is connected to the others so as to be able to communicate with each other via a bus 109.

[0045] The CPU 101 is a central processing unit that executes various programs and controls various parts. Specifically, the CPU 101 reads a program from the ROM 102 or storage 104 and executes the program using the RAM 103 as a working area. The CPU 101 controls each of the above components and performs various calculations according to the program recorded in the ROM 120 or storage 104. In this embodiment, the ROM 102 or storage 104 stores an information processing program that identifies the difference between the history data of the multifunction printer 10 whose processing terminated with an error and the history data of the multifunction printer 10 whose processing terminated successfully, and generates a verification procedure based on the identified difference.

[0046] ROM 102 stores various programs and data. RAM 103 temporarily stores programs or data as a working area. Storage 104 consists of a storage device such as an HDD, SSD, or flash memory, and stores various programs, including the operating system, and various data.

[0047] The input unit 105 is used to perform various types of input.

[0048] The communication interface 107 is an interface for communicating with other devices such as the multifunction printer 10, and standards such as Ethernet®, FDDI, and Wi-Fi® can be used.

[0049] Next, the functional configuration of the multifunction printer 10 and the virtual multifunction printer 100 will be described.

[0050] Figure 4 is a block diagram showing an example of the functional configuration of the multifunction printer 10 and a virtual multifunction printer 100.

[0051] As shown in Figure 4, the multifunction device 10 has a functional configuration consisting of a main function unit 111, a detailed history data storage unit 112, a summarization unit 113, and a LAN interface 114. Each functional configuration is realized by the CPU 11 reading and executing an information processing program stored in the ROM 12 or storage 14.

[0052] As shown in Figure 4, the virtual multifunction device 100 includes a verification instruction unit 121, a verification procedure generation unit 122, a verification procedure data storage unit 123, a history search unit 124, a history data storage unit 125, and a LAN I / F 126. Each functional configuration is realized by the CPU 101 reading and executing an information processing program stored in the ROM 102 or storage 104.

[0053] The main function unit 111 has several functions, including copying, printing, scanning, and facsimile functions. Based on user operations, job submissions from PC 20, etc., the functions of the main function unit 111 are executed.

[0054] The detailed history data storage unit 112 stores detailed history data of when the functions of the main function unit 111 perform processing.Specific examples of the detailed history data stored by the detailed history data storage unit 112 will be described later, but for example, it stores detailed history data of the settings of the multifunction printer 10 when the function is operated, network requests to the multifunction printer 10 (print data, information requests, requesting application information, requesting OS information, etc.), user interface operations, and output results (scan data, information response data, destination application information, destination OS information, etc.).

[0055] The summarizing unit 113 summarizes the detailed history data stored in the detailed history data storage unit 112. An example of how the summarizing unit 113 summarizes the detailed history data will be described later. The summarizing unit 113 summarizes the detailed history data by removing, for example, warning or event-level information, authentication information, etc. By summarizing the detailed history data, the summarizing unit 113 can reduce the storage capacity of history data in the virtual multifunction device 100. In addition, by summarizing the detailed history data and removing personal information such as authentication information, the summarizing unit 113 can reduce the risk of leakage of personal information.

[0056] The LAN interface 114 connects to the network 30 and performs communication with the PC 20, storage server 25, cloud network 40, etc. When the main function unit 111 of the multifunction device 10 performs processing, it sends the history data summarized by the summarization unit 113 to the virtual multifunction device 100 via the LAN interface 114.

[0057] The verification instruction unit 121 instructs the multifunction printer 10 to verify the reason for the error termination if a process executed by the multifunction printer 10 terminates with an error. When the verification instruction unit 121 detects from the history data sent from the multifunction printer 10 that a function executed by the multifunction printer 10 terminated with an error, it instructs the history search unit 124 (described later) to search for history data of processes executed by other multifunction printers 10.

[0058] The verification procedure generation unit 122 generates verification procedure data to resolve errors when a process executed by the multifunction device 10 terminates with an error. The verification procedure data storage unit 123 stores the verification procedure data generated by the verification procedure generation unit 122.

[0059] The history search unit 124, in accordance with the instructions of the verification instruction unit 121, searches for history data of the same process that was executed on the multifunction printer 10 and terminated with an error, but which was successfully completed on other multifunction printers 10. More specifically, the history search unit 124 searches for history data of multifunction printers 10 in similar environments, such as the same combination of the requesting or responding communication partner's application and OS type, and detects differences from the settings of the multifunction printer 10 that terminated with an error.

[0060] In the search of summarized history data by the history search unit 124, if no difference is detected between the multifunction printer 10 whose processing completed successfully and the multifunction printer 10 whose processing terminated with an error, the verification instruction unit 121 retrieves detailed history data from the corresponding multifunction printer 10. The verification instruction unit 121 also requests other virtual multifunction printers 100 to retrieve detailed history data from the corresponding multifunction printer 10.

[0061] The history data storage unit 125 stores summarized history data in the multifunction printer 10. When the history search unit 124 searches for history data, it searches for summarized history data stored in a virtual multifunction printer 100 that corresponds to another multifunction printer 10. In this invention, the summarized history data does not necessarily have to be stored inside the virtual multifunction printer 100, and the history search unit 124 may search a storage device that collects summarized history data.

[0062] The LAN interface 126 connects to the network 30 and performs communication with the multifunction printer 10.

[0063] The virtual multifunction printer 100, having this configuration, can identify settings to resolve errors that occurred during processing performed on the multifunction printer 10 installed in the actual environment.

[0064] Next, the operation of the multifunction printer 10 and the virtual multifunction printer 10 will be explained.

[0065] Figure 5 is a flowchart showing the information processing flow by the multifunction printer 10. The CPU 11 reads the information processing program from the ROM 12 or storage 14, loads it into the RAM 13, and executes it, thereby performing information processing by the multifunction printer 10.

[0066] The flowchart shown in Figure 5 illustrates the flow of processing when the multifunction printer 10 performs a process based on its functions. For example, it shows the flow of processing when the process terminates with an error after performing a process based on the functions of the multifunction printer 10.

[0067] If the process terminates with an error in step S11, the CPU 11 records detailed history data of that process. Figure 6 shows an example of the detailed history data 131 of the process recorded by the CPU 11. The detailed history data 131 of the process records details about the process. For example, the detailed history data 131 of the process includes the specific content of the process, the result of the process, and personal information such as the client's IP address and authentication information.

[0068] After recording the detailed processing history data, the CPU 11 then summarizes the detailed processing history data in step S12. Figure 7 shows an example of summarized history data 132 obtained by the CPU 11 summarizing the detailed history data 131. The summarized history data 132 includes the detailed history data 131 with warning level or event level information, client IP address, authentication information, and other personal information removed.

[0069] After creating the processing summary history data, the CPU 11 then sends the summary history data to the virtual multifunction printer 100 in step S13.

[0070] Figure 8 is a flowchart showing the information processing flow by the virtual multifunction printer 100. The CPU 101 reads the information processing program from the ROM 102 or storage 104, loads it into the RAM 13, and executes it, thereby performing information processing by the virtual multifunction printer 100.

[0071] The flowchart shown in Figure 8 illustrates the process of identifying the cause of an error and attempting to resolve it when a process performed on the corresponding multifunction printer 10 terminates with an error.

[0072] In step S101, the CPU 101 first identifies the OS of the communication partner of the multifunction printer 10 (e.g., PC 20), the application used by the communication partner for processing the multifunction printer 10, etc., from the summary history data.

[0073] In step S102, the CPU 101 searches the summary history data of other virtual multifunction devices 100 for summary history data of the same process that was successfully completed on other multifunction devices 10, matching the content of some items in the summary history data of the process that was terminated with an error on the multifunction device 10. For example, the CPU 101 searches for history data that matches the combination of characteristics of the communication partner of the multifunction device 10 (OS name, application name, vendor name, driver settings, application settings) and functions related to the operation on the multifunction device 10 side (communication settings, authentication settings, drawing settings, etc.).

[0074] In step S103, the CPU 101 then detects the difference between the summary history data of the multifunction printer 10 whose processing terminated with an error and the summary history data of the multifunction printer 10 whose processing terminated successfully.

[0075] Next, in step S104, the CPU 101 determines whether there is a difference between the summary history data of the multifunction printer 10 whose processing terminated with an error and the summary history data of the multifunction printer 10 whose processing terminated successfully.

[0076] Figure 9 shows an example of summary history data 133 for a multifunction printer 10 whose processing completed successfully. The CPU 101 compares the summary history data 132 for a multifunction printer 10 whose processing terminated with an error with the summary history data 133 for a multifunction printer 10 whose processing completed successfully to detect differences. In this example, comparing the summary history data 132 and the summary history data 133 reveals differences in "Client OS" and "Client Application".

[0077] If, as a result of the determination in step S104, there is no difference between the summary history data 132 of the multifunction printer 10 whose processing terminated with an error and the summary history data 133 of the multifunction printer 10 whose processing terminated successfully (step S104; No), the CPU 101 then obtains the detailed history data of the multifunction printer 10 whose processing terminated with an error in step S105. The CPU 101 then detects the difference between the detailed history data of the multifunction printer 10 whose processing terminated with an error and the detailed history data of the multifunction printer 10 whose processing terminated successfully in step S106.

[0078] Following step S106, in step S107, the CPU 101 determines whether there is a difference between the detailed history data of the multifunction printer 10 whose processing terminated with an error and the detailed history data of the multifunction printer 10 whose processing terminated successfully. Note that the IP address or authentication credential values ​​that may be included in the detailed history data are personal data that depend on the client's environment, so the CPU 101 may refer to them as stipulated in the contract with the client.

[0079] If the determination in step S107 finds no differences (step S107; No), CPU 101 notifies the administrator in step S108 that no differences were found and instructs them to contact support.

[0080] On the other hand, if, as a result of the determination in step S104, there is a difference between the summary history data 132 of the multifunction printer 10 whose processing terminated with an error and the summary history data 133 of the multifunction printer 10 whose processing terminated successfully (step S104; Yes), then in step S109, the CPU 101 generates a verification procedure to resolve the error in the multifunction printer 10 whose processing terminated with an error.

[0081] In the example in Figure 9, it was found that there was a difference between the "Client OS" and the "Client Application," so CPU101 generates a verification procedure that involves changing the "Client OS" and the "Client Application."

[0082] Following step S109, in step S110, the CPU 101 determines whether the generated verification procedure requires settings outside of the multifunction printer 10. In the example above, changing "Client OS" and "Client Application" constitutes changing settings outside of the multifunction printer 10, i.e., settings on the PC 20.

[0083] If, as a result of the determination in step S110, the generated verification procedure requires settings outside of the multifunction printer 10 (step S110; Yes), then in step S112, the CPU 101 notifies the administrator of the multifunction printer 10 of the verification procedure. In the example above, the CPU 101 notifies the administrator of the multifunction printer 10 to try changing the OS or application of PC 20.

[0084] On the other hand, if the judgment in step S110 determines that the generated verification procedure requires settings on the multifunction printer 10 (step S110; No), the CPU 101 notifies the multifunction printer 10 in step S111 to instruct it to execute the verification procedure.

[0085] If there is a large amount of matching historical data, the CPU 101 may analyze the distribution of setting values ​​related to the execution function of all historical data or sampled historical data and propose settings to the multifunction device 10 to ensure successful processing. Alternatively, for example, if there is a large amount of matching historical data, the CPU 101 may analyze the distribution of setting values ​​related to the execution function of all historical data or sampled historical data, extract the setting value that is most commonly applied, and increase the priority of setting changes in the verification procedure to temporarily apply to the multifunction device 10 where the error occurred.

[0086] Even if a matching history exists, it is entirely possible that no candidate configuration changes can be found, as the credential information, IP address, PDL data, and execution time will never all match. Since the difference information obtained during the comparison is important for analyzing errors, CPU101 may be configured to notify administrators or support personnel.

[0087] Figure 10 is a flowchart showing the information processing flow by the multifunction printer 10. The CPU 11 reads an information processing program from the ROM 12 or storage 14, loads it into the RAM 13, and executes it, thereby performing information processing by the multifunction printer 10.

[0088] The flowchart shown in Figure 10 illustrates the process when executing a verification procedure generated by a virtual multifunction device 100. In step S14, the CPU 11 retrieves and executes the verification procedure generated by the virtual multifunction device 100. For example, the CPU 11 may change settings such as increasing the receive buffer size or extending the timeout period.

[0089] Figure 11 shows an example of a screen displayed by the CPU 11 on the display unit 16. In the example shown in Figure 11, the display unit 16 shows that the verification procedure generated by the virtual multifunction device 100 involves extending the timeout period and changing the receive buffer size. By displaying a screen like the one shown in Figure 11 on the display unit 16, the CPU 11 can show the administrator of the multifunction device 10 what settings to change.

[0090] Following step S14, in step S15, the CPU 11 determines whether the error has been resolved as a result of executing the verification procedure.

[0091] If the error is resolved in step S15 (step S15; Yes), the CPU 11 permanently applies the changed settings in step S16 to reflect the settings in the multifunction printer 10. On the other hand, if the error is not resolved in step S15 (step S15; No), the CPU 11 notifies the administrator in step S17 that the error was not resolved by changing the settings and that they should contact support. This notification may, for example, be a request for a detailed analysis of the data.

[0092] The virtual multifunction printer 100 performs the operations shown in Figure 8 to detect the difference between the multifunction printer 10 whose processing terminated with an error and the multifunction printer 10 whose processing terminated successfully. If a difference is detected, it can generate a verification procedure to resolve the error in the multifunction printer 10 whose processing terminated with an error. By generating a verification procedure based on the difference, the virtual multifunction printer 100 can generate a verification procedure and have the multifunction printer 10 execute it, even if an error occurs in the multifunction printer 10 for which no verification procedure has been created in advance.

[0093] Furthermore, the information processing that the CPU reads and executes in each of the above embodiments may be executed by various processors other than the CPU. Examples of such processors include PLDs (Programmable Logic Devices) such as FPGAs (Field-Programmable Gate Arrays) whose circuit configuration can be changed after manufacturing, and dedicated electrical circuits that are processors with circuit configurations specifically designed to execute specific processing, such as ASICs (Application Specific Integrated Circuits). In addition, the information processing may be executed by one of these various processors, or by a combination of two or more processors of the same or different types (for example, multiple FPGAs, and a combination of a CPU and an FPGA). More specifically, the hardware structure of these various processors is an electrical circuit that combines circuit elements such as semiconductor elements.

[0094] Furthermore, while the above embodiments describe a configuration in which the information processing program is pre-stored (installed) in ROM or storage, the invention is not limited to this. The program may be provided in a form recorded on a non-transitory recording medium such as a CD-ROM (Compact Disk Read Only Memory), DVD-ROM (Digital Versatile Disk Read Only Memory), or USB (Universal Serial Bus) memory. Alternatively, the program may be provided in a form that is downloaded from an external device via a network.

[0095] In each of the embodiments described above, the term "processor" refers to a processor in a broad sense, and includes general-purpose processors (e.g., CPU: Central Processing Unit, etc.) and dedicated processors (e.g., GPU: Graphics Processing Unit, ASIC: Application Specific Integrated Circuit, FPGA: Field Programmable Gate Array, programmable logic device, etc.).

[0096] Furthermore, the processor operations in each of the above embodiments may not be performed by a single processor, but may also be performed by multiple processors located in physically separate locations working together. Also, the order of the processor operations is not limited to the order described in each of the above embodiments, and may be changed as appropriate. [Explanation of symbols]

[0097] 1. Information Processing System 10A, 10B multifunction device 100A, 100B, 100C, 100D Virtual Multifunction Printers 20. Personal Computer (PC) 25 Storage Servers 30A, 30B Network 40 Cloud Network

Claims

1. Equipped with a processor, The aforementioned processor, By acquiring historical data of processes performed by devices installed in real-world environments, The history data of the aforementioned process that terminated with an error matches the content of some items in the history data of another device installed in the real environment, and the history data of the same process that terminated successfully on another device installed in the real environment is searched from the history data of that other device. Extract the difference between the history data of the process that terminated with an error and the history data of the process that terminated successfully. Based on the extracted difference, the device is provided with settings to ensure the successful completion of the process. A verification procedure is generated to apply the proposed settings to the device, and the generated verification procedure is reflected in the device. Information processing device.

2. The information processing apparatus according to claim 1, wherein the processor proposes to the device a setting for successfully terminating the process based on the distribution of the contents of items in the history data of successfully completed processes from the difference.

3. The information processing apparatus according to claim 2, wherein the processor proposes to the device an item that has the most common content among the multiple other devices, prioritizing it above the other items.

4. The information processing apparatus according to claim 1, wherein the processor acquires the summarized historical data of the device and searches for summarized historical data of the same process as the process from among the devices that hold summarized historical data of the other devices.

5. The information processing apparatus according to claim 4, wherein the processor, when there is no difference between the summarized history data of the process that terminated with an error and the summarized history data of the process that terminated with a normal operation, acquires the history data that has not been summarized by the device and extracts the difference between the unsummarized history data of the process that terminated with an error and the unsummarized history data of the process that terminated with a normal operation.

6. The information processing apparatus according to claim 1, wherein the processor permanently reflects the setting to the device if the process no longer terminates with an error as a result of the verification procedure.

7. The information processing apparatus according to claim 1, wherein the processor notifies the device of a request for analysis of the historical data if the process terminates with an error even after the verification procedure.

8. The information processing apparatus according to claim 1, wherein the apparatus is an image forming apparatus.

9. On the computer, By acquiring historical data of processes performed by devices installed in real-world environments, The history data of the aforementioned process that terminated with an error matches the content of some items in the history data of another device installed in the real environment, and the history data of the same process that terminated successfully on another device installed in the real environment is searched from the history data of that other device. Extract the difference between the history data of the process that terminated with an error and the history data of the process that terminated successfully. Based on the extracted difference, the device is provided with settings to ensure the successful completion of the process. A verification procedure is generated to apply the proposed settings to the device, and the generated verification procedure is reflected in the device. A computer program that executes a process.

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