Information processing system and information processing method

Abstract

To make it possible to more appropriately analyze a printer connected to a LAN.SOLUTION: An aspect of the present invention is an information processing system including a printer connected to a LAN (Local Area Network) and an information processing device capable of communicating with the printer. The printer includes: a first communication unit that receives a packet via the LAN by a first communication method; a second communication unit that communicates with the information processing device via a mobile communication network by a second communication method different from the first communication method; and a LAN analysis unit that analyzes the packet received by the first communication unit. The information processing device includes: an analysis request unit that makes a request for packet analysis by the LAN analysis unit to the printer by the second communication method; and an acquisition unit that acquires an analysis result by the LAN analysis unit from the printer by the second communication method.SELECTED DRAWING: Figure 3

Description

Technical Field

[0001] The present invention relates to an information processing system and an information processing method.

Background Art

[0002] Conventionally, various methods have been proposed to identify the cause of an error by a printer. Patent Document 1 describes a technique for accumulating an error log indicating the cause of a stop during image formation and outputting maintenance information including the error log to an information processing apparatus at a predetermined interval.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, when an error occurs in a printer, if the printer is connected to the user's LAN, due to security reasons, an external terminal may not be able to access the printer remotely via the LAN. Therefore, there were cases where the analysis of a printer connected to the LAN could not be performed appropriately.

[0005] Therefore, an object of the present invention is to more appropriately execute the analysis of a printer connected to a LAN.

Means for Solving the Problems

[0006] One aspect of the present invention is an information processing system including a printer connected to a LAN (Local Area Network) and an information processing apparatus capable of communicating with the printer. The printer includes a first communication unit that receives packets via the LAN by a first communication method, The system includes a second communication unit that communicates with the information processing device via a mobile communication network using a second communication method different from the first communication method, and a LAN analysis unit that analyzes packets received by the first communication unit. The information processing device includes an analysis request unit that requests the printer to analyze packets by the LAN analysis unit using the second communication method, and an acquisition unit that acquires the analysis results from the printer by the LAN analysis unit using the second communication method. [Effects of the Invention]

[0007] According to one aspect of the present invention, it becomes possible to perform analysis of printers connected to a LAN more appropriately. [Brief explanation of the drawing]

[0008] [Figure 1] This figure shows the system configuration of an error analysis system according to one embodiment. [Figure 2] This figure shows an example of packet analysis results in an error analysis system according to one embodiment. [Figure 3] This is a functional block diagram of each device in one embodiment of an error analysis system. [Figure 4] This figure shows an example of the data structure of a printer management database. [Figure 5] This is a sequence chart showing the operation of an error analysis system according to one embodiment. [Figure 6] This figure shows an example of screen transitions displayed on the administrator terminal in the first embodiment. [Figure 7] This figure shows an example of a screen displayed on the administrator terminal in the first embodiment. [Figure 8] This figure shows an example of the packet analysis results in the first embodiment. [Figure 9] This figure shows an example of screen transitions displayed on the administrator terminal in the first embodiment. [Figure 10] This figure shows an example of a network configuration for a user terminal and printer assumed in the second embodiment. [Figure 11] This is a sequence chart showing the operation of the error analysis system in the second embodiment. [Figure 12] This figure shows an example of a screen displayed on the administrator terminal in the second embodiment. [Figure 13] This figure shows an example of the packet analysis results in the second embodiment. [Modes for carrying out the invention]

[0009] In this disclosure, "LAN (Local Area Network)" refers to any network of any size, as long as it is uniquely defined by a network address (subnetwork). A LAN may be a wired network or a wireless network. In the case of a wireless network, it may comply with standards such as IEEE 802a / b / g / j / n / ac / ad. In this disclosure, "mobile communication network" does not particularly limit its specifications and is not particularly limited as long as it conforms to a wireless communication system operated or planned to be operated by a mobile communication carrier. Examples of such wireless communication systems include wireless communication systems conforming to the IMT-2000 standard, commonly referred to as 3G; wireless communication systems conforming to the IMT-Advanced standard, commonly referred to as 4G; and wireless communication systems conforming to the IMT-2020 standard, commonly referred to as 5G.

[0010] For example, when a user attempts to issue a label to a printer connected to a LAN using a user terminal, an error may occur where the label cannot be issued. In such a case, when the printer is operating in a location that is difficult to access from the outside, it is necessary to remotely execute error analysis of the printer connected to the LAN from the outside to identify the cause of the error. An error analysis system (an example of an information processing system) according to an embodiment provides a LAN analyzer (an example of a LAN analysis unit) in the printer that analyzes packets received by the printer via the LAN. Also, for example, even when a communication failure due to the LAN occurs, by activating the LAN analyzer of the printer from a server capable of communicating with the printer via a line other than the LAN (for example, a mobile communication network), it becomes possible to more appropriately execute the analysis of the printer.

[0011] FIG. 1 shows an example of the system configuration of an error analysis system according to an embodiment. The error analysis system 1 shown in FIG. 1 includes a user's user terminal 2, a printer 3 used by the user, a management server 5 (an example of an information processing device), and an administrator terminal 6. The LAN is a network used by the user. For example, an in-house LAN provided in a company to which the user belongs is an example of the LAN in FIG. 1. The user terminal 2 can be connected to the LAN via a router RT. The printer 3 is a printer connected to the LAN.

[0012] The user terminal 2 is an information processing terminal such as a computer device, a tablet terminal, or a smartphone. The user terminal 2 can send a label issuance command to the printer 3 so as to issue a label from the printer 3 via the LAN according to the operation of the user. When the printer 3 receives the label issuance command, it prints and issues (discharges) the label.

[0013] The printer 3 can communicate with, for example, the user terminal 2 via a LAN using a first communication method. The printer 3 can communicate with the management server 5 via the mobile communication network MCN and the Internet IN using a second communication method. The printer 3 can independently execute communication via the LAN using the first communication method and communication via the mobile communication network MCN using the second communication method. In one embodiment, the printer 3 notifies the management server 5 of information regarding the state of the printer 3 (status information) and information regarding the settings of the printer 3 (setting information) using the second communication method, for example, periodically, so that the management server 5 can timely grasp the state and settings of the printer 3.

[0014] A LAN analyzer is incorporated into the printer 3 as part of the firmware functions. The LAN analyzer is software that analyzes packets received by the printer 3 from the LAN using the first communication method. The LAN analyzer starts analyzing packets in response to a request using the second communication method from the management server 5 and ends the analysis of the packets. An example not limited to the LAN analyzer is tcpdump. The printer 3 automatically or in response to a request from the management server 5 transmits an analysis file including the analysis result of the packets to the management server 5 using the second communication method upon completion of the packet analysis. The analysis file is a file indicating the analysis result of the packets received by the printer 3 from the LAN. The printer 3 can be equipped with a SIM (Subscriber Identity Module) card to use, for example, a mobile communication service provided by a telecommunications carrier.

[0015] The management server 5 is an information processing device for managing the printer 3 and can communicate with the printer 3 using the second communication method via, for example, the Internet IN and the mobile communication network MCN. In the example shown in FIG. 1, one printer 3 is described, but the management server 5 may manage, for example, a plurality of printers 3 owned by each user. The management server 5 sequentially acquires the status information of the printer 3 to be managed and the setting information of the printer 3 and stores them in a database (described later).

[0016] The administrator terminal 6 is an information processing terminal such as a computer, tablet, or smartphone, and is operated by the administrator of printer 3. The administrator terminal 6 has a printer management application (software) installed on it. The printer management application communicates with the management server 5 via router RT and Internet IN, accesses the database on management server 5, and displays information about printer 3 on the administrator terminal 6. This allows the administrator to view status information and setting information for each of the multiple printers 3. The printer management application can, in response to the administrator's input, start the LAN analyzer on printer 3 to begin packet analysis, and can also request management server 5 to end the packet analysis.

[0017] In one embodiment, a network analyzer (software; also called a protocol analyzer) is installed on the administrator terminal 6. The network analyzer reads the analysis file from printer 3 obtained from the management server 5 and displays the analysis file in a format that is easy for the administrator to analyze. However, it is not essential that the network analyzer is installed on the administrator terminal 6; it is also possible to analyze the analysis file from printer 3 as is.

[0018] Figure 2 shows an example of packet analysis results in an error analysis system according to one embodiment. As shown in Figure 2, the administrator terminal 6 reads the analysis file acquired from the printer 3 by the network analyzer and displays the analysis file on the screen. The example screen shown in Figure 2 consists of an overview display unit 201, a detail display unit 202, and a raw data display unit 203. The overview display unit 201 is the part that shows an overview of one or more captured packets, with each line corresponding to one packet. Each line includes data such as packet capture time (Time), source IP address (Source), destination IP address (Destination), protocol (Protocol), data length (Length), and overview information (Info). Any line (i.e., packet) can be selected in the overview display unit 201. The detail display unit 202 shows the detailed data of the packet selected in the overview display unit 201. The raw data display unit 203 shows the hexadecimal dump data (raw data) of the packet selected in the overview display unit 201. By referring to the screen illustrated in Figure 2, for example, an administrator can analyze and resolve the cause of a communication error, such as when printer 3 is unable to communicate with other devices (e.g., user terminal 2) via the LAN.

[0019] Next, with reference to Figure 3, the configuration of each device included in the error analysis system 1 shown in Figure 1 will be described. Figure 3 is a functional block diagram of each device in one embodiment of the error analysis system. As shown in Figure 3, the user terminal 2 includes a control unit 21, an operation input unit 22, a display unit 23, and a communication unit 24. The control unit 21 is mainly composed of a microprocessor and memory, and the microprocessor controls the entire user terminal 2 by executing various programs. For example, the microprocessor included in the control unit 21 executes a printer driver in response to user operation input and sends a label issuance command including printing information to the printer 3 via LAN. The operation input unit 22 includes input devices such as a mouse, keyboard, or a touch input device implemented on the display panel of the display unit 23, and accepts operation input from the user. The display unit 23 includes a display panel such as an LCD (Liquid Crystal Display) and a display driving circuit, and displays the result of the program execution by the microprocessor. The communication unit 24 is a communication interface for LAN communication with the printer 3 via the router RT. For example, the communication unit 24 sends the above label issuance command to the printer 3.

[0020] As shown in Figure 3, the printer 3 comprises a control unit 31, an operation input unit 32, a display unit 33, a transport unit 34, a printing unit 35, a storage unit 36, a first communication unit 37, and a second communication unit 38. The control unit 31 is mainly composed of a microprocessor and memory and controls the entire printer 3. For example, the microprocessor included in the control unit 31 realizes various functions by loading and executing firmware recorded in the storage unit 36. For example, the control unit 31 controls the transport unit 34 and the printing unit 35 so that labels are issued based on a label issuance command received from the user terminal 2. For example, when the control unit 31 prints on a label based on printing information obtained from the user terminal 2, it reads data in a format corresponding to the printing information from the storage unit 36. The control unit 31 generates print data (drawing data) by embedding character information and / or barcodes included in the printing information into the read format data, and sequentially sends line data, which is data for each line of print data, to the printing unit 35.

[0021] The control unit 31 incorporates the aforementioned LAN analyzer as part of the firmware's functionality. The LAN analyzer analyzes packets received from the first communication unit 37 via the LAN using the first communication method. The start and end of packet analysis by the LAN analyzer are controlled by commands (analysis requests) received from the management server 5 via the mobile communication network, etc., by the second communication unit 38 using the second communication method. The control unit 31 encrypts the analysis file analyzed by the LAN analyzer and transmits it to the management server 5 via the mobile communication network, etc., by the second communication unit 38 using the second communication method.

[0022] The operation input unit 32 includes, for example, input devices such as buttons or touch input devices mounted on the display panel of the display unit 23, and accepts operation input from the user. The display unit 33 includes, for example, a display panel such as an LCD and a display drive circuit, and displays the execution result of a program by the firmware. The printer 3 contains, for example, a roll of continuous paper wound around it. The continuous paper includes a backing sheet and a plurality of labels temporarily attached to the backing sheet. The transport unit 34 includes a platen roller, a motor drive circuit, and a stepping motor, and transports the continuous paper within the printer 3. The transport unit 34 transports the continuous paper, for example, based on a transport request from the control unit 31, by having the motor drive circuit drive a stepping motor that controls the rotation of the platen roller. The printing unit 35 includes a thermal head and a head drive circuit. The thermal head holds the continuous paper between itself and the platen roller. The head drive circuit prints by selectively supplying current to a plurality of heating elements of the thermal head based on line data sequentially sent by the control unit 31.

[0023] Storage 36 is a non-volatile memory, such as a Solid State Drive (SSD) made of flash memory. In addition to the firmware mentioned above, storage 36 stores data in various formats corresponding to the print information acquired from the user terminal 2. Analysis files obtained by the LAN analyzer are also stored in storage 36.

[0024] The first communication unit 37 receives packets via the LAN using a first communication method. For example, the first communication unit 37 includes a communication interface for communicating with other communication devices within the LAN to which the printer 3 belongs, and with the router RT. For example, the first communication unit 37 includes a communication circuit for Ethernet communication and an Ethernet cable connector. Ethernet is an example of a first communication method when receiving packets via the LAN to which the printer 3 belongs.

[0025] The second communication unit 38 communicates with the management server 5, etc., via the mobile communication network using a second communication method different from the first communication method. For example, the second communication unit 38 includes a communication circuit for connecting to the mobile communication network MCN via a SIM card, etc., an antenna, and a slot into which a SIM card can be inserted, etc. A SIM card is an example of a user identification module that stores a user ID for managing the use of the mobile communication network for each user. Other examples of user identification modules include UIM (Universal Subscriber Identity Module) cards. A user ID is an example of user identification information, such as a telephone number or subscriber number, or other information that can identify a user. The communication method used in mobile communication (for example, communication methods of standards generally referred to as 3G, 4G, 5G, etc.) is an example of the second communication method, but is not limited to that. Any communication method different from the first communication method (Ethernet communication in the above example) is acceptable.

[0026] The second communication unit 38, for example, when a SIM card is inserted into the slot, obtains the user ID recorded on the SIM card and accesses, for example, the default gateway. The default gateway is generally a node for connecting the internal network and the external network, and is, for example, a router (not shown) that relays the LAN to which the printer 3 belongs and the network outside of it. The default gateway performs user authentication based on the user ID. If user access is permitted, the second communication unit 38 communicates with the management server 5 connected to the Internet IN via the default gateway and the mobile communication network MCN. The communication between the second communication unit 38 and the management server 5 and the LAN communication between the first communication unit 37 and the user terminal 2 can be performed independently of each other.

[0027] In one embodiment, the control unit 31 transmits status information and setting information of the printer 3 to the management server 5 via the second communication unit 38, for example, periodically. The timing of transmitting status information is not particularly limited, but for example, it is at a predetermined timing between 10 and 30 minutes (for example, at 15-minute intervals). Examples of non-limited status information of the printer 3 include the total transport distance of the platen roller, the printer's operating time, the number of labels printed, and error information. The timing of transmitting setting information is not particularly limited, but for example, it is at the timing when an event occurs in which the settings of the printer 3 are changed. Examples of non-limited setting information of the printer 3 include the transport speed of the platen roller, the print density, the sensor type (for example, whether the position of the label on continuous paper is detected by a reflective sensor or a transmissive sensor), and information related to communication settings. The communication protocol used for communication between the second communication unit 38 and the management server 5 is not limited, but for example, MQTT (Message Queueing Telemetry Transport) can be applied. MQTT is a lightweight Pub / Sub type data communication protocol.

[0028] As shown in Figure 3, the management server 5 comprises a control unit 51, storage 52, and a communication unit 53. The control unit 51 is mainly composed of a microprocessor and memory and controls the entire management server 5. For example, the microprocessor included in the control unit 51 executes a management program to acquire status information and setting information for each of the multiple printers 3 under management from the printers 3, and updates the printer management database as appropriate. The control unit 51 functions as a status information acquisition unit and a setting information acquisition unit when the microprocessor executes the management program. The error analysis system 1 centrally manages the status and configuration information of multiple printers 3, and allows administrators to view the status and configuration information corresponding to the malfunctioning printer 3 from the administrator terminal 6. Therefore, administrators, for example, can easily identify the cause of the malfunction by viewing the status and configuration information of the malfunctioning printer 3 along with the analysis file for that printer 3.

[0029] The control unit 51 functions as the following analysis request unit and data acquisition unit when the microprocessor executes a management program. (i) Analysis request section The analysis request unit, via the communication unit 53, requests the printer 3 to analyze packets using the LAN analyzer, which acts as the LAN analysis unit, using the second communication method. The analysis request includes an analysis start request that the printer 3 begin analyzing packets using the LAN analyzer, and an analysis end request that the printer 3 end the packet analysis. For example, when the analysis request unit receives a packet analysis start request or a packet analysis end request from the administrator terminal 6, it sends an MQTT command containing parameters corresponding to each request to the printer 3 using the second communication method. The control unit 31 of the printer 3 interprets the received MQTT command and controls the LAN analyzer.

[0030] In one embodiment, the analysis request unit may request that the analysis of packets received from a specified communication port among the multiple communication ports of the printer 3 be initiated. If it is known that a communication error in the printer 3 is related to one of the multiple communication ports, specifying the port number during packet analysis reduces the amount of packets to be analyzed, making it possible to identify the cause of the communication error more efficiently and quickly.

[0031] (ii) Data acquisition unit The data acquisition unit obtains an analysis file from the printer 3 via the communication unit 53, using the second communication method, which shows the analysis results from the LAN analyzer acting as the LAN analysis unit. When the data acquisition unit receives the encrypted analysis file from the printer 3 via the communication unit 53, it stores the analysis file in the storage 52.

[0032] Storage 52 is a large-scale storage device such as an HDD (Hard Disk Drive), which stores printer management databases, analysis files, and the like. The communication unit 53 is a communication interface that communicates with the printer 3 and the administrator terminal 6. The communication protocol used for communication between the communication unit 53 and the second communication unit 38 of the printer 3 using the second communication method is, for example, MQTT. The communication protocol used for communication between the communication unit 53 and the administrator terminal 6 is not limited, but could be, for example, HTTPS.

[0033] As shown in Figure 3, the administrator terminal 6 comprises a control unit 61, an operation input unit 62, a display unit 63, and a communication unit 64. The control unit 61 is mainly composed of a microprocessor and controls the entire administrator terminal 6. For example, the microprocessor included in the control unit 61 runs a printer management application and a network analyzer. The printer management application obtains status information and setting information for multiple printers 3 from the management server 5 and displays it on the display unit 63 so that the administrator can view it.

[0034] In one embodiment, the printer management application provides a GUI (Graphical User Interface) for, for example, an administrator to request the printer 3 to start and end analysis using a LAN analyzer. The printer management application retrieves the analysis file obtained from the printer 3 by the management server 5, reads the analysis file using the network analyzer, and displays the analysis file in a format that is easy for the administrator to analyze, as illustrated in Figure 2.

[0035] The operation input unit 62 includes input devices such as a mouse, keyboard, or touch input device included in the display panel of the display unit 63, and accepts operation input from the administrator. The display unit 63 includes a display panel such as an LCD and a display driver circuit, and displays the execution results of the printer management application by the microprocessor. The communication unit 64 is a communication interface for communicating with the management server 5. The communication protocol used for communication between the communication unit 64 and the management server 5 is, for example, HTTPS.

[0036] Figure 4 shows an example of the data structure of the printer management database. As shown in Figure 4, the printer management database managed by the management server 5 includes status information and setting information for printer 3, associated with the user ID and printer ID. The user ID is identification information to identify the user. The printer ID is identification information to identify printer 3. The status information for printer 3 includes information such as the total operating time of printer 3, the total number of labels printed by printer 3, a value indicating whether printer 3 is online or offline (on / off), and the error code if an error is currently occurring. The setting information for printer 3 includes information on the printer 3's print settings (e.g., print speed and print density) and communication settings (e.g., port numbers of multiple communication ports (port1, port2, port3), communication protocol (Protocol)).

[0037] Next, the operation of the error analysis system 1 will be described with reference to the sequence chart shown in Figure 5. Figure 5 is a sequence chart showing the operation of an error analysis system according to one embodiment. As shown in Figure 5, for example, if the user terminal 2 attempts to print a label from the printer 3 but is unable to communicate with the printer 3, a message indicating that communication is not possible will be displayed on the user terminal 2 (step S1). The user terminal 2 will send a message to the administrator terminal 6 indicating that a problem has occurred (step S2). The message in step S2 may be sent by the printer management application if one is installed on the user terminal 2, or it may be sent by email, for example. Instead of step S2, the user may inform the administrator of the problem by telephone.

[0038] The administrator terminal 6 accepts a predetermined operation from the administrator to remotely activate the LAN analyzer of printer 3 in order to analyze the communication status of printer 3 on the LAN, on a screen displayed by the printer management application (step S4). The administrator terminal 6 sends, for example, a packet analysis start request to the management server 5 via the printer management application. The management server 5 connects to the mobile communication network MCN via a second communication method, for example via a SIM, and sends an MQTT message to printer 3 in response to the packet analysis start request (step S6). Printer 3 interprets the received MQTT message, for example, to activate the LAN analyzer and starts analyzing packets received from the LAN (step S8).

[0039] Once the administrator terminal 6 has elapsed the time required to analyze the communication status of printer 3 on the LAN, the printer management application displays a screen on the administrator terminal 6 that accepts a predetermined operation from the administrator (step S10). The administrator terminal 6, via the printer management application, sends, for example, a packet analysis completion request to the management server 5. The management server 5, using a second communication method, for example, by connecting to the mobile communication network MCN via a SIM, sends an MQTT message to the printer 3 in response to the packet analysis completion request (step S12).

[0040] Printer 3 interprets the MQTT message received in step S12 and controls the LAN analyzer to complete the analysis of packets received from the LAN (step S14). The LAN analyzer of Printer 3 encrypts an analysis file showing the analysis results of packets between steps S8 and S14 and sends it to the management server 5 using a second communication method (step S16). Even if there is a failure in LAN communication, Printer 3 can send the analysis file to the management server 5 by connecting to a mobile communication network MCN via a second communication method, for example, a SIM card. The management server 5 stores the received analysis file in association with the printer ID of the sender of Printer 3 (step S18).

[0041] When the administrator terminal 6 receives a predetermined operation from the administrator to specify the analysis file on the printer management application (step S20), the printer management application requests the analysis file from the management server 5 (step S22). The management server 5 sends the analysis file to the administrator terminal 6 in response to the request from the printer management application (step S24).

[0042] When the administrator terminal 6 receives a predetermined operation from the administrator on the printer management application, or automatically, the network analyzer starts up to decode the analysis file and reads the decoded analysis file. As a result, the administrator terminal 6 displays the analysis file in a format that is easy for the administrator to analyze (step S26). An example of the screen displayed on the administrator terminal 6 in step S26 is shown in Figure 2, for example.

[0043] The administrator terminal 6 sends a message to the user terminal 2, for example, identifying the cause of the malfunction along with the analysis results (step S28). The message in step S28 may be sent by the printer management application installed on the user terminal 2, or it may be sent by email, for example.

[0044] As described above, the printer 3 includes a LAN analyzer, a first communication unit 37 that receives packets via the LAN using a first communication method, and a second communication unit 38 that communicates with the management server 5 using a second communication method different from the first communication method. The management server 5 can remotely activate the printer 3's LAN analyzer using the second communication method, so that even if a communication error caused by the LAN occurs, it can obtain an analysis file from the LAN analyzer via the second communication unit 38 using the second communication method. This allows the cause of the error to be identified remotely by performing an analysis of the communication error based on the analysis file.

[0045] [First Embodiment] Next, with reference to Figures 6 to 9, a first embodiment of the error analysis system 1 will be described. In the first embodiment, a user terminal 2 attempts to issue a label from printer 3 using the printer driver, but a problem occurs where the print spooler shows a "printing" state and the label cannot be issued. Figure 6 shows an example of the screen transitions displayed on the administrator terminal 6 in the first embodiment. For example, screen G1 displayed by the printer management application on the administrator terminal 6 includes a group of tabs 100 containing multiple tabs. Screen G1 shows the screen with "Management Log" selected and includes buttons b1 to b3, a text box bx1, a log file list 101, and an analysis file list 102.

[0046] When the administrator receives a report of a problem from a user and clicks button b1 ("Get Printer Log") on the administrator terminal 6 to understand the status of printer 3, the administrator terminal 6 requests the management server 5 to obtain the printer log via the printer management application. The management server 5 obtains and saves the printer log file from printer 3 in response to the request to obtain the printer log. When the administrator terminal 6 receives a click operation from the administrator to click the printer log file, it displays the printer log file ("Log234.zip") in the log file list 101 on screen G2, for example. When the administrator terminal 6 receives a click operation from the administrator to click the printer log file, it displays window W1 containing text indicating the error status of printer 3 (for example, "Printer Status Error: Printer is printing, receiving print data"). The control unit 51 of the management server 5 functions as a status information acquisition unit that acquires printer status information indicating the status of printer 3, for example, using a second communication method. By acquiring the status information of printer 3 in this way, the problem (error state) occurring in printer 3 can be identified.

[0047] The administrator terminal 6 obtains an analysis file corresponding to the error status of printer 3 (printing-related problems such as printer status errors). For example, the administrator can specify a printing-related port number (e.g., "9100") in the text box bx1 on screen G2 and accepts operation in response to button b2 ("Start Network Analysis"). The administrator terminal 6 can obtain and display the port number setting of the printer 3 to be processed from the management server 5 using the printer management application. For example, by selecting the "Device Details" tab in tab group 100, the port number setting of printer 3 for notification to the administrator can be displayed, allowing the administrator to input the port number corresponding to the error status of printer 3.

[0048] When the administrator terminal 6 receives an operation of button b2 specifying a port number by the administrator, the printer management application sends a request to the management server 5 to start packet analysis for printer 3. In response to the request from the printer management application, the management server 5 controls printer 3 to start analyzing packets received from the communication port of the specified port number. The control unit 51 of the management server 5 functions as an analysis request unit that requests printer 3 to perform packet analysis using the LAN analyzer via the second communication method. Furthermore, when the administrator terminal 6 receives an operation of button b3 ("End Network Analysis") by the administrator, for example, the printer management application sends a request to the management server 5 to end packet analysis. In response to the request from the printer management application, the management server 5 controls printer 3 to end packet analysis. As a result, printer 3 can obtain the analysis file received from the specified communication port number. The control unit 51 of the management server 5 functions as an acquisition unit that obtains the analysis results from printer 3 using the LAN analyzer via the second communication method. Figure 7 shows an example of the screen displayed on the administrator terminal in the first embodiment. As shown in screen G3 of Figure 7, the printer management application on the administrator terminal 6 displays the analysis files obtained from the management server 5 in the analysis file list 102.

[0049] When the administrator terminal 6 receives an operation from the administrator to select an analysis file displayed in the analysis file list 102, the network analyzer is started and the analysis results shown in Figure 8 are displayed. Figure 8 shows an example of packet analysis results in the first embodiment. In the analysis results shown in Figure 8, the detailed data contained in the selected packet is displayed in the detailed display unit 202 from the row corresponding to each packet in the summary display unit 201. In this example, for example, the user terminal 2 is shown to be continuously sending status request commands (such as "05"H shown in the detailed display unit 202) to the printer 3. In other words, the user terminal 2 is continuously sending status request commands because it has not received a response from the printer 3 even though it has sent a label issuance command to the printer 3.

[0050] The administrator terminal 6 can, for example, display information related to the communication settings among the multiple setting information of printer 3 when the administrator selects the "Device Details" tab from the tab group 100 on screen G3 to check the communication settings of printer 3. Figure 9 shows an example of screen transitions displayed on the administrator terminal in the first embodiment. Screen G4 shown in Figure 9 displays information related to the communication settings of printer 3. The administrator terminal 6 can obtain the setting information of printer 3 from the information contained in the printer management database of management server 5 using the printer management application. Here, the control unit 51 of management server 5 may function as a setting information acquisition unit that obtains printer setting information indicating the printer settings from printer 3 using, for example, a second communication method. Window W2 on screen G4 displays information such as multiple port numbers and communication protocol set for printer 3. In the example of screen G4, the communication protocol set for printer 3 is "NO" (bidirectional communication not possible), which is the reason why there is no reply from printer 3 even when a status request command is sent to printer 3.

[0051] The administrator terminal 6, for example, allows the administrator to change the communication protocol setting of printer 3 in window W3 of screen G5 to a communication protocol that enables bidirectional communication, such as "STATUS4," and accepts button operations to reflect the setting change to printer 3. As a result, the printer management application on the administrator terminal 6 sends a request to the management server 5 to change the settings of printer 3, and the management server 5 sends an MQTT command corresponding to the setting change request to printer 3. Printer 3 interprets the MQTT command received from the management server 5 and changes its own communication protocol setting to "STATUS4," etc. Here, the control unit 51 of the management server 5 functions as a setting change request unit that sends a setting change request to the printer to change the setting information of printer 3 using, for example, a second communication method. The control unit 31 of printer 3 functions as a change unit that changes the setting information in response to the setting change request from the management server 5. In this way, by remotely changing the settings of printer 3 from the printer management application on the administrator terminal 6, it is possible to resolve communication errors of printer 3.

[0052] Furthermore, the management server 5 may automatically determine whether there are any communication errors caused by the LAN based on the analysis file obtained from the printer 3, and may make a request for a setting change to the printer 3 based on the determination result. For example, in the first embodiment, when the management server 5 identifies an error state (printing-related malfunction, etc.) that is pre-associated with the printer status information obtained from the printer 3, it makes an analysis request to the printer 3's LAN analyzer related to the identified error state. The management server 5 refers to a determination table that is pre-associated with status commands, printer setting information, etc., and identifies a communication error caused by the LAN that is associated with the status command extracted from the analysis packet and the printer setting information obtained from the printer, etc., and then executes a request for a setting change, etc. corresponding to the identified communication error. Furthermore, the control unit 51 of the management server 5 functions as a determination unit that determines whether or not there are communication errors caused by the LAN, based on the analysis results obtained by the data acquisition unit.

[0053] [Second Example] Next, a second embodiment of the error analysis system 1 will be described with reference to Figures 10 to 13. Figure 10 shows an example of a network configuration of a user terminal and printer assumed in the second embodiment. As shown in Figure 10, user terminal 2 and printer 3-A are connected to the same LAN, but printer 3-B is connected to the LAN beyond router RT from the perspective of user terminal 2. In the second embodiment, when user terminal 2 tries to issue a label from printer 3-B using the printer driver, a problem occurs in which the label cannot be issued, for example, because the print spooler shows an "Error (No Connection)" status.

[0054] Figure 11 is a sequence chart showing the operation of the error analysis system in the second embodiment. As shown in Figure 11, for example, if the printer 3 cannot print a label, the user terminal 2 displays a message indicating "Error (No Connection)" on the print spooler (Step S1). The user terminal 2 sends a message to the administrator terminal 6 indicating that a problem has occurred (Step S2). The administrator terminal 6 receives a request from the administrator, who has been notified of the problem (Error: No Connection) from the user, to press button b2 ("Start Network Analysis") (Step S4), and the printer management application sends a packet analysis start request for printer 3-B to the management server 5. At this time, unlike the first embodiment, since it is unclear whether the problem is related to printing, the port number is not specified, and for example, the text box bx1 on screen G1 in Figure 6 is left blank (for example, "0" is entered). The management server 5 connects to the mobile communication network MCN via, for example, a SIM, and sends an MQTT message to printer 3-B in response to the packet analysis start request (Step S6). Furthermore, the control unit 51 of the management server 5 functions as an analysis request unit that requests printer 3-B to analyze packets using a LAN analyzer via the second communication method. Printer 3-B, for example, interprets the received MQTT message to start the LAN analyzer and begins analyzing packets received from the LAN (step S8).

[0055] Next, the administrator terminal 6 sends a ping command execution request to the management server 5, for example, in response to an administrator operation, requesting the printer management application to send a ping command from printer 3-B to user terminal 2. The management server 5 sends an MQTT command to printer 3-B in response to the request from the printer management application (step S9A). Printer 3-B interprets the received MQTT command and sends a ping command to user terminal 2 (step S9B). A ping command is an example of a command that checks whether or not a packet will reach user terminal 2, which is the destination of the communication. The control unit 51 of the management server 5 functions as an analysis request unit that, after making an analysis request, requests printer 3-B to execute a command to check whether or not a packet will reach user terminal 2.

[0056] The administrator terminal 6 accepts, for example, the operation of button b3 ("End Network Analysis") by the administrator (step S10), and the printer management application requests the management server 5 to terminate packet analysis. The management server 5 controls printer 3-B to terminate packet analysis in response to the request from the printer management application (step S12). Printer 3-B controls the LAN analyzer to terminate the analysis of packets received from the LAN (step S14). The management server 5 obtains the encrypted analysis file from printer 3-B (step S16) and saves it in association with the printer ID of the source of the printer from printer 3-B (step S18). The control unit 51 of the management server 5 functions as an acquisition unit that obtains the analysis results from the LAN analyzer from printer 3 using the second communication method.

[0057] Steps S20 to S28 are the same as those in the sequence chart in Figure 5. Thus, the sequence chart in Figure 11 differs from that in Figure 5 in that, in step S9A, a ping command execution request is sent from the administrator terminal 6 to the printer 3-B via the management server 5, and in step S9B, the ping command is sent from the printer 3-B to the user terminal 2.

[0058] Figure 12 shows an example of a screen displayed on the administrator terminal in the second embodiment. As shown in screen G6 of Figure 12, the printer management application on the administrator terminal 6 displays the analysis files obtained from printer 3-B by the management server 5 in the analysis file list 102. When the administrator terminal 6 receives an operation from the administrator to select an analysis file displayed in the analysis file list 102, it starts, for example, a network analyzer and displays the analysis results. Figure 13 shows an example of packet analysis results in the second embodiment. In the analysis results shown in Figure 13, each packet in the summary display unit 201 shows no response from the user terminal 2 ("no response found!"), indicating that the LAN on the user terminal 2 side and the LAN to which printer 3-B belongs are not connected. At this point, for example, an investigation can be conducted to check if there are any errors in the settings of router RT (see Figure 10) or if router RT is malfunctioning, which can lead to the resolution of the communication failure problem.

[0059] In the second embodiment, the management server 5 may identify the cause of the communication error by referring to a determination table in which response data to confirmation commands and determination results are pre-associated, based on the results of sending confirmation commands to the LAN analyzer of printer 3-B that specify the analysis request and the communication destination.

[0060] Although one embodiment of the information processing system and information processing method of the present invention has been described in detail above, the present invention is not limited to the above embodiment. Furthermore, the above embodiment can be improved or modified in various ways without departing from the spirit of the present invention. The printer management database and other data of the management server 5 may be distributed and stored on other devices such as data servers (not shown in the diagram). The functions of the management server 5 may also be distributed to other devices such as administrator terminals. In that case, the management server and administrator terminals may cooperate to implement the functions of the management server 5 described above. [Explanation of Symbols]

[0061] 1…Error analysis system 2…User terminal 21... Control Unit 22... Operation input section 23...Display section 24... Communications Department 3…Printer 31…Control Unit 32... Operation input section 33…Display section 34…Conveyor Unit 35...Printing section 36... Communications Department 37…Storage 5…Management Server 51... Control Unit 52...Storage section 53... Communications Department 6…Administrator terminal 61... Control Unit 62... Operation input section 63…Display section 64... Communications Department 100... Tab group 101...List of log files 102...List of analysis files 201…Summary display section 202…Details display section 203... Raw data display section

Claims

1. An information processing system including a printer connected to a LAN (Local Area Network) and an information processing device capable of communicating with the printer, The aforementioned printer is A first communication unit that receives packets via the LAN using a first communication method, A second communication unit that communicates with the information processing device via a mobile communication network using a second communication method different from the first communication method, A LAN analysis unit analyzes packets received by the first communication unit, It has, The aforementioned information processing device is In the event of a communication failure during communication via the aforementioned LAN, the analysis request unit, using the second communication method, requests the printer to analyze the packets via the mobile communication network using the LAN analysis unit. The system includes an acquisition unit that acquires the analysis results from the LAN analysis unit from the printer using the second communication method described above. Information processing system.

2. The aforementioned analysis request specifies one of the multiple communication ports of the printer and requests analysis of packets received from the specified communication port. The LAN analysis unit analyzes packets received from the designated communication port. The information processing system described in claim 1.

3. The information processing device has a status information acquisition unit that acquires printer status information indicating the status of the printer. An information processing system according to claim 1 or 2.

4. The information processing device has a setting information acquisition unit that acquires printer setting information indicating the settings of the printer. An information processing system according to any one of claims 1 to 3.

5. The information processing device has a setting change request unit that makes a setting change request to the printer to change the printer setting information, The printer has a modification unit that modifies the printer setting information in response to the setting change request. The information processing system described in claim 4.

6. The aforementioned information processing device is Based on the analysis results obtained by the acquisition unit, a determination unit is provided to determine whether or not there is a communication error caused by the LAN. An information processing system according to any one of claims 1 to 5.

7. After making the analysis request, the analysis request unit requests the printer to execute a command to check whether or not the packet will reach the destination of the communication by the first communication unit. An information processing system according to any one of claims 1 to 6.

8. An information processing method between a printer connected to a LAN (Local Area Network) and an information processing device capable of communicating with the printer, The printer analyzes the packets received via the LAN using the first communication method. If a communication failure occurs in communication via the LAN, the information processing device will send a packet analysis request to the printer via the mobile communication network using a second communication method different from the first communication method. The printer transmits the results of the packet analysis to the information processing device via the mobile communication network. The information processing device obtains the packet analysis results from the printer. Information processing methods.

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