Information processing systems, information processing devices, display methods, programs

Abstract

To provide an information processing system that associates error information that has occurred in an apparatus with a resolution method and displays them.SOLUTION: The present invention relates to an information processing system having an apparatus and an information processor capable of communicating with the apparatus, and including: an apparatus information acquisition unit that associates time information with each of error information acquired from the apparatus and an error solving method input to the apparatus or the information processor, and stores them in an information storage unit; and a display control unit that displays the existence of the error information and the existence of the solving method in association with a time axis based on the time information.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to an information processing system, an information processing apparatus, a display method, and a program.

Background Art

[0002] In devices such as image forming apparatuses, motors, clutches, etc. perform mechanical operations to perform printing with a coloring material, so various maintenance such as cleaning and component replacement may be required. Also, when any error such as paper jam occurs in the device, work to eliminate the error is also performed.

[0003] Techniques have been devised to assist users in grasping the causes of image defects occurring in image forming apparatuses (see, for example, Patent Document 1). Patent Document 1 discloses a technique for displaying a list of cases and related information regarding abnormal images that have occurred in the past.

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the conventional technique has a problem that an error occurring in a device and a method for eliminating it are not displayed in association with each other. Therefore, it takes time from when a new error occurs until the error is eliminated.

[0005] In view of the above problems, an object of the present invention is to provide an information processing system that displays error information occurring in a device and a method for eliminating it in association with each other.

Means for Solving the Problems

[0006] In view of the above problems, the present invention provides an information processing system having a device and an information processing device capable of communicating with the device, comprising: a device information acquisition unit that stores in an information storage unit time information associated with error information acquired from the device and a method for resolving an error input to the device or the information processing device, respectively; and a display control unit that displays, based on the time information, that the error information exists and that the method for resolving the error exists, in association with a time axis. The display control unit, upon receiving a selection of a display component indicating the existence of the aforementioned error information, has a search unit that searches the information storage unit for errors of the same type as the aforementioned error information, and displays a screen full of error information, including time information associated with the aforementioned similar error that matches the search, and a statement indicating that a solution exists, on a time axis based on the time information associated with each. It is characterized by the following: [Effects of the Invention]

[0007] This system can provide an information processing system that displays error information generated by a device in conjunction with its resolution method. [Brief explanation of the drawing]

[0008] [Figure 1] This figure shows an example of a timeline screen where jobs, error information, maintenance information, and messages are displayed on a single screen. [Figure 2] This figure shows an example of a timeline screen that includes a pop-up display of detailed information. [Figure 3] This diagram illustrates an example of a system configuration for an information processing system. [Figure 4] This figure shows an example of the hardware configuration of a server device. [Figure 5] This is a schematic diagram showing the general configuration of an image forming apparatus. [Figure 6] This is a functional block diagram that explains the functions of the server device and image forming apparatus by dividing them into blocks. [Figure 7] This is an example of a flowchart illustrating the process by which an image forming apparatus detects job information, error information, configuration change information, and maintenance information, and a server device stores this information. [Figure 8] This is an example of a flowchart illustrating the process by which an image forming apparatus detects setting change information and messages, and a server device saves them. [Figure 9]This is an example of a flowchart illustrating the process by which a server device searches for error information stored in its information storage unit when an error occurs and displays a timeline screen. [Figure 10] This figure shows an example of a timeline screen that reflects an error that occurred at a specific date and time. [Figure 11] This figure shows an example of a timeline screen around the time when an error similar to the jam occurred on June 11, 2019. [Figure 12] This figure shows an example of a timeline screen near the current time. [Figure 13] This is an example of a functional block diagram that explains the functions of a server device and an image forming apparatus by dividing them into blocks. [Figure 14] This is an example of troubleshooting information stored in the troubleshooting information storage unit. [Figure 15] This figure shows an example of job information stored in the information storage unit. [Figure 16] This figure shows an example of a timeline screen. [Figure 17] This figure shows an example of a timeline screen where the icon is displayed in the center. [Figure 18] This figure shows an example of the timeline screen when the display period button is pressed. [Figure 19] This figure shows an example of a timeline screen where icons for the same type of jam that appear frequently are highlighted. [Figure 20] This figure shows detailed information displayed on the timeline screen and an example of how to resolve the issue. [Figure 21] This figure shows detailed information displayed on the timeline screen and an example of how to resolve the issue. [Figure 22] This is an example of a flowchart illustrating the display process of a timeline screen that highlights and displays solutions for frequently occurring similar errors on a server device. [Modes for carrying out the invention]

[0009] Hereinafter, as an example of an embodiment for implementing the present invention, an information processing system and a display method performed by the information processing system will be described.

Example

[0010] <Overview of error resolution information display> In this embodiment, the server device displays a plurality of types of information such as past jobs, error information, maintenance information, setting changes, and messages on a single screen in chronological order. Also, past errors of the same type as the generated error can be displayed with a simple operation, and jobs, maintenance information, setting changes, and messages related to the past error information can also be displayed.

[0011] FIG. 1 shows a timeline screen 500 on which jobs, error information, maintenance information, and messages are displayed on a single screen. As shown in FIG. 1, the timeline screen 500 is a screen in which a job column 501, an error history column 502, a maintenance column 503, and a message column 504 are arranged vertically, and a time zone (time axis) is arranged horizontally. Various display objects (display parts / icons) indicating the existence of these types of information are displayed in association with the job column 501, the error history column 502, the maintenance column 503, the message column 504, and the time.

[0012] · In the job column 501, jobs performed by the image forming apparatus 102 in the past are displayed by rectangular marks 510 indicating that the job has been executed and the time zone thereof.

[0013] · The error history column 502 is further divided into error contents (paper jam, ink exhaustion, paper exhaustion, maintenance, sensor abnormality, other errors), and icons 511 indicating the existence of an error at the time when the corresponding error content occurred and the error content are displayed.

[0014] · The maintenance column 503 is further divided into maintenance contents (cleaning, replacement, head cleaning), and bars 512 indicating the existence of maintenance information at the time when the corresponding maintenance content was performed and the maintenance content are displayed.

[0015] The message field 504 is further divided by the worker (operator, administrator, service) who entered the message, and a memo mark 513 is displayed indicating that a message existed at the same time as the error information or at the time the worker entered the message. The worker can enter instructions on how to resolve the error in the message.

[0016] Additionally, a display period setting scale of 514 is displayed at the bottom of the timeline screen. This allows workers to set the time range displayed on a single screen.

[0017] As shown in Figure 1, if an icon 511 indicating the presence of an error is present, a memo mark 513 indicating the presence of a message will be displayed at the same time or within a predetermined time after the error occurs. In this way, the error and its solution are displayed in association, making it easier for workers to find a solution and shortening the time from when a new error occurs until it is resolved.

[0018] As shown in Figure 2, when a worker clicks on a display object (rectangle mark 510, icon 511, bar 512, memo mark 513), detailed information 521-526 will pop up. These may also be displayed by hovering the mouse over them instead of clicking. Figure 2 is an example of a timeline screen 500 that includes the pop-up display of detailed information.

[0019] When the rectangular mark 510 is pressed, the type, time, job name, job number, operator name, paper type, and number of copies to print are displayed (details 526).

[0020] When icon 511 is pressed, the type, time, error name, error code, unit where the error occurred, and operator name are displayed (details 525).

[0021] When bar 512 is pressed, the type, time, replacement part name, and operator name are displayed (details 524).

[0022] When memo mark 513 is pressed, the type, time, and operator name are displayed (details 521, 523), and if text data has been entered, the text data is displayed as comment 522a (details 522). The text data in comment 522a is the body of the message. Therefore, it would be good if different forms of memo mark 513 were displayed depending on whether text data has been entered in comment 522a. The worker can enter the method of resolving the error as text data. Not limited to text data, images, audio, etc. may also be entered. For example, if the error is a paper jam (hereinafter referred to as a jam), the method of resolving it may be entered as follows. "A jam occurred at the exit of the image forming unit (dispensing unit), so I opened the cover near the exit and removed the paper. For instructions on how to remove it, please refer to http: / / ... or the manual link." • When date 530 is pressed, the timeline for that day will be displayed on timeline screen 500.

[0023] In Figures 1 and 2, the displayed objects are shown in black and white due to drawing limitations. However, on the display, the displayed objects are shown with altered colors, shapes, and sizes so that the job details, error details, maintenance details, and message details can be understood.

[0024] If an error occurs and a worker wants to know how to resolve it, they can scroll or switch discontinuously through the timeline screen 500 in the past to find the same icon 511 in the past and press the memo mark 513 near that icon 511. If the memo mark 513 contains a message on how to resolve the error, the user can understand how to resolve the error that occurred. The timeline screen displays past similar errors and messages, as well as job information and maintenance information, corresponding to the time, so related information such as the cause of the error (information displayed in a list on the content screen) can also be easily presented in one place.

[0025] In this embodiment, if an error occurs and the worker wants to know how to resolve it, they press the icon 511 for the newly occurring error. The server device, described later, searches for similar errors (errors for which a message exists within a predetermined time) and scrolls the timeline screen 500 so that the icon 511 for the relevant error is in the center, or switches to another screen without scrolling. A memo mark 513 near this icon 511 contains a message on how to resolve the error, so the user can understand how to resolve the error that occurred.

[0026] <About Terminology> A job refers to the work performed by a machine, and in the case of an image forming machine, a job refers to printing a specified number of pages. Job information is information that describes the content of this job (information displayed as shown in Figure 2).

[0027] An error refers to any malfunction that occurs in the equipment. Errors can include those that prevent printing altogether, or those that result in printed materials that do not meet quality standards. Error information is information that indicates the nature of the error (as shown in Figure 2).

[0028] Maintenance refers to the upkeep, management, and servicing of machinery and structures, or the work required for these. Maintenance information refers to information that indicates the details of the maintenance (information displayed as shown in Figure 2).

[0029] A message can be any information that has some meaning. In this embodiment, the message includes a method for resolving the error (information displayed as shown in Figure 2).

[0030] A configuration change refers to a technician modifying settings related to the operation of equipment (such as firmware updates, backup / restore, and faulty nozzle diagnosis / correction). Configuration change information refers to information indicating the details of the configuration change.

[0031] <Example System Configuration> Figure 3 illustrates an example of the system configuration of the information processing system 100 in this embodiment. The information processing system 100 includes a server device 101 and multiple image forming apparatuses 102A and B. Note that Figure 3 omits the DFE (Digital Front End) and user-operated terminal devices that are generally included in commercial printing systems.

[0032] The server device 101 is one or more information processing devices. The server device 101 can communicate with multiple image forming machines 102A and 102B via a network, acquire information held by the image forming machines 102A and 102B, and display it on displays 110A, 110B, etc. The server device 101 also stores job information, error information, maintenance information, setting change information, and error resolution messages acquired from the image forming machines 102A and 102B, associated with time information. The number of image forming machines and displays shown in the diagram is an example.

[0033] In the following, any image forming apparatus among the multiple image forming apparatuses 102A and 102B will be referred to as "image forming apparatus 102," and any display among the multiple displays 110A and 110B will be referred to as "display 110."

[0034] The server device 101 can be a web server (UI server) that performs processing related to screen display. For example, the functions of the server device 101 may be installed in any image forming apparatus 102. The server device 101 has server software such as Tomcat installed. The server device 101 is a server that provides screen information (HTML, CSS, TypeScript) such as timeline screens and maintenance schedules as a web application.

[0035] The image forming apparatus 102 transmits information displayed on the timeline screen to the server device 101. The web browser installed in the image forming apparatus 102 retrieves the screen information of the timeline screen from the server device 101 and displays the timeline screen and other various screens on the display 110 installed in the image forming apparatus 102. In addition, a web browser running on a terminal device such as a PC (Personal Computer) operated by an operator can access the server device 101 and display various screens.

[0036] Furthermore, if the server device 101 has a keyboard and a display, the server device 101 can also display the timeline screen 500.

[0037] The image forming apparatus 102 may also have a server device 101 (server function). If the image forming apparatus 102 has a server device 101, the controller (such as a microcontroller) of the image forming apparatus 102 will execute the server function and a web browser. The information displayed on the timeline screen is collected by the server function via the controller and updated in real time.

[0038] <Hardware Configuration> <<Server device>> Figure 4 shows an example of the hardware configuration of the server device 101. The server device 101 has a configuration similar to that of a computer. The server device 101 has a CPU 201, ROM 202, RAM 203, HDD / SSD 204, I / F 205, operation unit 206, and display 207.

[0039] CPU201 uses RAM203 as a workspace and executes the program stored in ROM202.

[0040] The HDD / SSD204 is used as a storage unit and stores information displayed on the timeline screen and maintenance schedule information. The information stored in the HDD / SSD204 may also be used by the CPU201 when executing a read program. The I / F205 is an interface for communicating with the image forming apparatus 102 and the terminal device 103.

[0041] The control unit 206 has a touch panel and keyboard, and displays the status of the image forming apparatus 102, a timeline screen, maintenance schedules, etc., on the display 207. The control unit 206 also accepts input from operators.

[0042] <<Image forming apparatus>> Figure 5 is a schematic diagram showing the general configuration of the image forming apparatus 102 in this embodiment. This image forming apparatus 102 is, for example, an inkjet type image forming apparatus 102, and mainly has a paper feeding unit 401, an image forming unit 306, a drying unit 402, a paper discharge unit 403, and a controller 423. The image forming apparatus 102 forms an image on paper P, which is a recording material as a sheet material fed from the paper feeding unit 401, using ink, which is an image forming liquid, in the image forming unit 306. Then, the image forming apparatus 102 dries the ink adhering to the paper in the drying unit 402, and then discharges the paper from the paper discharge unit 403.

[0043] The paper feeding unit 401 mainly consists of a paper tray 411 on which multiple sheets of paper P are stacked, a paper feeding device 412 that separates and feeds out the paper one sheet at a time from the paper tray 411, and a pair of registration rollers 413 that feeds the paper to the image forming unit 306. Any type of paper feeding device can be used for the paper feeding device 412, such as a device using rollers or a device using air suction. After the paper is fed out of the paper tray 411 by the paper feeding device 412, its leading edge reaches the pair of registration rollers 413, and then the pair of registration rollers 413 is driven at a predetermined timing to feed the paper to the image forming unit 306. In this embodiment, there are no restrictions on the configuration of the paper feeding unit 401 as long as it feeds the paper P to the image forming unit 306.

[0044] The image forming unit 306 mainly consists of a receiving cylinder 361 that receives the fed paper P, a paper carrying drum 362 that carries the paper P transported by the receiving cylinder 361 on its outer surface, an ink dispensing unit 364 that discharges ink toward the paper P carried on the paper carrying drum 362, and a transfer cylinder 365 that transfers the paper P transported by the paper carrying drum 362 to the drying unit 402. The paper P transported from the paper feeding unit 401 to the image forming unit 306 is grasped at the tip by a paper gripper provided on the surface of the receiving cylinder 361 and transported as the surface of the receiving cylinder 361 moves. The paper transported by the receiving cylinder 361 is transferred to the paper carrying drum 362 at a position opposite to the paper carrying drum 362.

[0045] A paper gripper is also provided on the surface of the paper-carrying drum 362, and the leading edge of the paper is gripped by the paper gripper. In addition, multiple suction holes are formed at a distance from the surface of the paper-carrying drum 362, and a suction device 363 generates a suction airflow toward the inside of the paper-carrying drum 362 at each suction hole. The paper P transferred from the receiving cylinder 361 to the paper-carrying drum 362 is gripped by the paper gripper at its leading edge and is attracted to the surface of the paper-carrying drum 362 by the suction airflow, and is conveyed as the surface of the paper-carrying drum 362 moves.

[0046] The ink ejection unit 364 in this embodiment ejects four colors of ink: C (cyan), M (magenta), Y (yellow), and K (black) to form an image, and is equipped with individual liquid ejection heads 364C, 364M, 364Y, and 364K for each ink. The liquid ejection heads 364C, 364M, 364Y, and 364K are not limited in their configuration as long as they eject liquid, and any configuration can be used. The ink ejection unit 364 may also be equipped with liquid ejection heads that eject special inks such as white, gold, and silver, or liquid ejection heads that eject liquids that do not form an image, such as surface coating liquid, as needed.

[0047] The liquid ejection heads 364C, 364M, 364Y, and 364K of the ink ejection unit 364 are controlled by drive signals corresponding to image information. When the paper P supported on the paper-carrying drum 362 passes through the area opposite the ink ejection unit 364, ink of each color is ejected from the liquid ejection heads 364C, 364M, 364Y, and 364K, and an image corresponding to the image information is formed. In this embodiment, the image forming unit 306 is not limited in its configuration as long as it forms an image by adhering liquid to the paper P.

[0048] The drying section 402 mainly consists of a drying mechanism 421 for drying the ink that has adhered to the paper P in the image forming section 306, and a transport mechanism 422 for transporting the paper P that has been transported from the image forming section 306. The paper P that has been transported from the image forming section 306 is received by the transport mechanism 422, then transported through the drying mechanism 421, and then handed over to the paper discharge section 403. As the paper P passes through the drying mechanism 421, the ink on the paper P is subjected to a drying process, which causes the water and other liquid components in the ink to evaporate, the ink to solidify on the paper P, and the curling of the paper P is suppressed.

[0049] The paper discharge unit 403 mainly consists of a paper discharge tray 431 on which multiple sheets of paper P are stacked. The paper P transported from the drying unit 402 is sequentially stacked and held on the paper discharge tray 431. In this embodiment, there are no restrictions on the configuration of the paper discharge unit 403, as long as it discharges paper P.

[0050] The controller 423 is an information processing device that controls the image forming apparatus 102. The controller 423 includes, for example, a CPU, RAM, ROM, SSD (HDD), communication device, etc. The controller 423 communicates with the server device 101 and transmits information to be displayed on the timeline screen.

[0051] <About the features> Figure 6 is a functional block diagram illustrating the functions of the server device 101 and the image forming apparatuses 102A and 102B, divided into blocks. As shown in Figure 6, the server device 101 includes an operation reception unit 11, a display control unit 12, an equipment information acquisition unit 13, a search unit 14, and an information storage unit 15. Each of these functions of the server device 101 is realized by an instruction from the CPU 201, following a program deployed from the HDD / SSD 204 onto the RAM 203, which is one of the components shown in Figure 4. The information storage unit 15 is realized by the HDD / SSD 204 and RAM 203 shown in Figure 4. However, the information storage unit 15 is not limited to being built into the server device 101; it is sufficient if it is on a network accessible to the server device 101.

[0052] First, let's explain the information stored in the information storage unit 15. The information storage unit 15 stores job information, error information, maintenance information, configuration change information, and messages, as shown in Table 1 as an example.

[0053] [Table 1] Job information is data that stores the start, continuation, and end times of printing operations. This information is notified by the controller 423 of the image forming apparatus 102.

[0054] Error information is stored in a time-associated format and includes information such as paper jams, paper shortages, device malfunctions, and parts replacements. This information is notified by the controller 423 of the image forming apparatus 102.

[0055] Maintenance information is information that stores task information such as cleaning work, parts replacement, and predetermined equipment control within the image forming apparatus, associated with time, as a schedule. The execution results of the scheduled tasks are also included in the maintenance information. The maintenance information (task schedule and task execution results) is either stored on the server device 101 or pre-registered by the worker in a scheduler (calendar function) on the network. When it is time to perform maintenance, the worker presses the execute button (Execute) associated with the subdivided maintenance task. The server device 101 retrieves the maintenance information for the pressed (executed) task from the scheduler. The scheduler (calendar function) may be one of the applications similar to a timeline that is installed on the server device 101. Alternatively, it may be provided by another server device on the network or a cloud service.

[0056] • Configuration change information includes firmware updates, backup / restore, and faulty nozzle diagnosis / correction. When an operator performs the relevant operation, the time, execution result, and state before execution are recorded as configuration change information. Alternatively, the image forming apparatus 102 may detect that an operator has made a configuration change, and the controller 423 may notify the server device 101.

[0057] The message is information arbitrarily entered by the worker on the timeline screen. For example, the worker enters the message (such as how to resolve the error, its cause, or contact information for assistance) around the time the error occurred. It does not have to be the time the error was actually resolved. The web browser displayed on the display 110 of the image forming apparatus 102 can accept message input. Alternatively, the worker may enter the message using a web browser on a terminal device or the like.

[0058] The equipment information acquisition unit 13 acquires job information, error information, maintenance information, and setting change information from the image forming apparatus 102. Messages are entered into the server device 101 by the operator, and setting change information may also be entered into the server device 101 by the operator.

[0059] The search unit 14 searches the error information in the information storage unit 15 for errors of the same type as the error that occurred. Since time information is associated with the error information that matches the search, messages entered around this time information can also be identified. Therefore, the search unit 14 can automatically extract the optimal method for resolving the error. The search unit 14 also performs the process of retrieving job information, error information, maintenance information, configuration change information, and messages from the information storage unit 15.

[0060] The display control unit 12 displays a list of display objects (display components / icons) such as the rectangular mark 510, icon 511, bar 512, and memo mark 513 (indicating the existence of job information, error information, maintenance information, setting change information, and messages) on the timeline screen 500. When displaying errors from multiple image forming machines 102, the display control unit 12 creates multiple tabs corresponding to each image forming machine 102 and switches between tabs according to user operation.

[0061] When the display control unit 12 displays a rectangular mark 510 to indicate the existence of job information, it displays the mark in a different color for each mode (job type, mode, paper type, presence or absence of special color specifications, borderless printing, etc.) for each job in the image forming apparatus 102. Each color may be set by the operator.

[0062] Furthermore, when the display control unit 12 displays the presence of error information using an icon 511, it changes the shape of the icon 511 depending on the type of error (paper jam, ink depletion, paper depletion, maintenance, sensor malfunction, other errors). Even for errors of the same nature, the display control unit 12 displays the icon 511 with changes in color, shape, and size depending on the severity of the error and the ink color associated with the error.

[0063] Furthermore, when the display control unit 12 displays on the bar 512 that maintenance information exists, it displays it in a different color depending on the type of maintenance (cleaning, replacement, relevant part).

[0064] Furthermore, when the display control unit 12 displays a memo mark 513 indicating the presence of a message, it changes the color or other display depending on whether or not there is a solution (text data). Also, since the message is entered by the worker, an importance level may be set, and the color or other display may be changed according to that importance level.

[0065] On the timeline screen 500, this information is arranged in correspondence with the time zones on the horizontal axis based on the associated time information. Workers can specify the date, time, etc., and display the information retrospectively, as long as it is within the range stored in the information storage unit 15.

[0066] In Figures 1 and 2, the information for one image forming apparatus 102 corresponds to the tab switched by the user. However, the display control unit 12 may display the rectangular marks 510, icons 511, bars 512, and memo marks 513 for multiple image forming apparatuses 102 on a single screen. In that case, the display control unit 12 displays the rectangular marks 510, icons 511, bars 512, and memo marks 513 for each image forming apparatus 102 in the same color scheme. This creates a sense of uniformity for each image forming apparatus, making it easier for workers to visually identify information related to the same image forming apparatus.

[0067] <<Image forming apparatus>> The image forming apparatus 102 has an equipment information detection unit 21 and an equipment information notification unit 22. Each of these functions of the image forming apparatus 102 is a function or means realized by the CPU in the controller 423 executing instructions according to a program.

[0068] The equipment information detection unit 21 detects jobs executed by the image forming apparatus 102, errors that occurred, changes in settings, and set maintenance information.

[0069] The device information notification unit 22 notifies the server device 101 of job information, error information, maintenance information, and setting change information related to jobs detected by the image forming apparatus 102. If the image forming apparatus 102 is integrated with the server device 101, the device information notification unit 22 does not need to send notifications.

[0070] <Operating Procedure> Next, referring to Figures 7 and 8, we will explain how to detect and save job information, error information, maintenance information, configuration change information, and messages.

[0071] <<Detection and storage of job information, error information, configuration change information, and maintenance information>> Figure 7 is an example of a flowchart illustrating the process by which the image forming apparatus 102 detects job information, error information, setting change information, and maintenance information, and which the server device 101 stores.

[0072] The equipment information detection unit 21 detects jobs executed by the image forming apparatus 102, errors that occurred, setting changes, and set maintenance information (S1). Maintenance information may be obtained by referring to maintenance execution results stored in the scheduler, or by detecting the replacement of specific parts in the apparatus or the completion of parts cleaning control. In addition, information on maintenance execution results indicating whether maintenance work has been performed, which is stored in the scheduler, and information on maintenance reflection results indicating whether maintenance control or processing has been performed, which is stored in the apparatus (image forming apparatus 102), may be acquired and used for display. This allows for accurate collection and supplementation of information as maintenance reflection results.

[0073] The device information notification unit 22 notifies the server device 101 of the job information, error information, maintenance information, and setting change information detected by the image forming apparatus 102, along with the time of detection and the identification information of the image forming apparatus 102 (S2). The image forming apparatus 102 may notify the server device 101, or the image forming apparatus 102 may notify in response to an inquiry from the server device 101.

[0074] The device information acquisition unit 13 of the server device 101 receives job information, error information, maintenance information, and configuration change information, and stores them in the information storage unit 15 in association with time information (S3).

[0075] <<Detection and saving of configuration change information and messages>> Figure 8 is an example of a flowchart illustrating the process by which the image forming apparatus 102 detects setting change information and messages, and the server device 101 saves them. Note that setting changes may also be made by operators, and these are also acquired in Figure 8.

[0076] The device information detection unit 21 detects messages and setting change inputs from a web browser on the display 110 or the like, and the device information notification unit 22 transmits the setting change information, message, and input time to the server device 101 (S11).

[0077] The device information acquisition unit 13 of the server device 101 receives the setting change information, messages, and entered time, and stores them in the information storage unit 15 in association with the time information (S12).

[0078] <<Displaying Timeline Information>> Next, referring to Figure 9, the processing in the event of an error based on the information stored in the information storage unit 15 will be explained. Figure 9 is an example of a flowchart illustrating the process by which the server device 101 searches for error information stored in the information storage unit 15 when an error occurs and displays the timeline screen 500. In Figure 9, the case where the display 110 of the image forming apparatus 102 presents the method for resolving the error when it occurs will be explained.

[0079] First, the operator uses a web browser on the image forming apparatus 102 (or terminal device) to request the server device 101 to display the timeline screen. The display control unit 12 retrieves job information, error information, maintenance information, setting change information, and messages from the information storage unit 15 for at least one screen's worth of past information from the current time, and displays the timeline screen 500 on the display 110 (S21). This display process may be performed as a preparatory step before an error occurs, or when the display 110 or image forming apparatus 102 is started up, so that the information can be displayed in advance. Each piece of information has at least its generation time (occurrence time, execution time, etc.) and its content. As shown in Figures 1 and 2, each piece of information is displayed in separate rows, and the content of each piece of information is displayed chronologically in correspondence with the time period (time) on the horizontal axis.

[0080] In addition to the timeline screen 500, the web browser can display various applications such as maintenance schedules and equipment status dashboards. The timeline screen 500 may be displayed on the top screen (home screen) when a user accesses the server device 101, or it may be displayed by switching between tabs for each application (function).

[0081] If an error such as a jam occurs during job execution, the device information detection unit 21 detects it (S22). The device information notification unit 22 notifies the server device 101 of the error information (S23).

[0082] The device information acquisition unit 13 acquires error information. The device information acquisition unit 13 updates job information, error information, maintenance information, setting change information, and messages in response to an error (S24). Therefore, the device information acquisition unit 13 also acquires information other than error information. When a job is running, the image forming apparatus 102 basically notifies the system in real time that a job is running (every few seconds after the job execution instruction until completion, or after each print execution, etc.).

[0083] The device information acquisition unit 13 notifies the display control unit 12 that a new error exists (S25).

[0084] In response, the display control unit 12 requests the search unit 14 to acquire new error information (S26).

[0085] The search unit 14 retrieves new error information from the information storage unit 15 upon request and notifies the display control unit 12 (S27). The new error information may be the most recent error information associated with it.

[0086] The display control unit 12 updates and stores the screen information of the timeline screen 500, including the new error information, and transmits it to the image forming apparatus 102. As a result, the image forming apparatus 102 displays the updated timeline screen on the display 110 (S28). The server device 101 or the terminal device 103 can display the timeline screen 500.

[0087] The worker selects an error (for example, a new error) on the timeline screen 500 for which they want to know how to resolve it. The operation reception unit 11 identifies the error information from the position on the timeline screen 500 that was pressed and accepts the selection of the error information (S29).

[0088] The search unit 14 searches for errors of the same type as the selected error from the error information stored in the information storage unit 15 (S30). The search procedure is as follows. (i) The search unit 14 searches for the same category (in this case, error information) from the categories of job information, error information, maintenance information, configuration change information, and messages. (ii) If the search is for error information, the search unit 14 searches for similar errors using the content of the error as a key, such as a jam during printing, paper out of stock, device malfunction, or replacement of parts. Furthermore, when searching for an error such as a jam, the search unit 14 may search using more detailed keys such as the location of occurrence, paper name (size), and paper type.

[0089] At this time, error information containing messages within a predetermined time period from the occurrence time of similar errors that match the search is retrieved. The predetermined time period can be, for example, about one hour. (iii) Furthermore, the search unit 14 should search for the most recent error information in relation to the error information received by the operation reception unit 11 in the time axis. This is because similar errors tend to occur consecutively, and the methods for resolving them are often the same.

[0090] If similar errors exist (Yes in S31), the search unit 14 narrows down and extracts past similar errors in order of proximity to the current time (S32).

[0091] The display control unit 12 displays a rectangular mark 510, an icon 511, a bar 512, and a memo mark 513 on the display 110 for each piece of information associated with a time frame of one screen, based on the time frame associated with the extracted error information (S33). One screen corresponds to the time range set by the display period setting scale 514 of the timeline screen 500. If the extracted error information is placed in the center of the timeline screen 500 and the time range is 12 hours, then information for 6 hours before and after the time frame associated with the extracted error information is acquired.

[0092] When the timeline screen 500 is redisplayed, the timeline screen 500 displayed in step S28 either scrolls horizontally to go back to the timeline screen containing the time information (past) associated with the error information that matches the search, or switches to the timeline screen containing the time information without scrolling. The display control unit 12 displays the extracted error so that it is in the center of the screen, or changes the color of the range (vertical area) from 13:00 to 14:00 if the time information of the extracted error is in the 13:00 hour. In this way, the operator can see how to resolve the error with a single operation. The display control unit 12 may also display the error information that matches the search in a list on a separate screen.

[0093] The worker views a message containing error information matching the search criteria and instructions on how to resolve it, and then resolves the error. If a new error is resolved, the worker can enter the solution as a message in the message input field (window) described later (S34). However, if a similar error has already been resolved and a message has already been entered, the worker does not need to enter a message.

[0094] If no similar errors are found in the search, or if a similar error is found but no message is attached to it within a predetermined time from the time the similar error occurred (No. in S31), the display control unit 12 may display a message input field (window), which will be described later, where a message can be entered. In this way, if no similar errors are found, or if a similar error exists but no message is attached within a predetermined time, the user can be prompted to enter a message.

[0095] The display control unit 12 stores newly entered messages in the information storage unit 15, corresponding to the time they were entered (S35). This makes them searchable by the server device 101 later.

[0096] As described above, when an error is displayed on the timeline screen 500, the server device 101 can easily display how to resolve past related errors that have been stored. The timeline screen 500 also displays job information and configuration change information in addition to past similar errors and messages, so related information such as the cause of the error can also be easily presented in one place.

[0097] <Example of screen transitions> Next, we will explain the transitions of the timeline screen when an error occurs, referring to Figures 10 to 12.

[0098] Figure 10 shows a timeline screen 560 reflecting an error that occurred at a specific date and time. In Figure 10, icon 541 indicates that a jam occurred before 8 PM on June 11, 2019. A worker clicks or taps icon 541. In Figure 10, icon 541 is clicked by the mouse pointer 540.

[0099] First, we will explain that a search for errors of the same type as the error that occurred was found, and that a message related to that type of error was received within a specified time frame. In this case, the timeline screen 560 will transition to the time period in which the same type of error occurred.

[0100] Figure 11 shows the timeline screen 561 around the time when the same type of error as the jam on 2019 / 6 / 11 occurred. The search unit 14 searches the information storage unit 15 for similar jams based on the jam that occurred before 20:00 on 2019 / 6 / 11. The search finds error information for jams that match the location of occurrence, paper name, and paper type. Furthermore, the search unit 14 searches for jams of the same type that have a message (resolution method) within a predetermined time.

[0101] In the timeline screen 561 of Figure 11, the jam before 13:30 on 2019 / 6 / 10 was found to match the search. Icon 543 corresponds to this jam. The display control unit 12 displays icon 543, which corresponds to the error information before 13:30 on 2019 / 6 / 10, in the center of the screen, and also displays other display objects for one screen, centered on that time. Note that the display control unit 12 does not necessarily need to display icon 543 in the center of the screen; it is sufficient to display the jam before 13:30 on 2019 / 6 / 10 on the display 110.

[0102] The display control unit 12 preferably highlights the memo marks 542 within a predetermined time period starting from 13:30 on 2019 / 6 / 10. The display control unit 12 may, for example, make them blink, enlarge them, or circle them in red. In Figure 11, the area around 13:00 is displayed in a different color from the other areas.

[0103] The worker will click or tap memo mark 542 within the specified time frame, starting at 13:30 on June 10, 2019. This will display instructions on how to resolve similar errors. The worker will then resolve the error using these instructions.

[0104] Furthermore, the display control unit 12 may, without clicking or tapping, display the message (resolution method) associated with the memo mark 542 that matches the search, within a predetermined time period from 13:30 on 2019 / 6 / 10. That is, the message (resolution method) associated with the memo mark 542 is displayed immediately after the timeline screen 561 in Figure 11 is displayed.

[0105] Furthermore, clicking or tapping the icon 541 may be unnecessary when transitioning from the timeline screen 560 in Figure 10 to the timeline screen 561 in Figure 11. That is, when an error occurs, the search unit 14 automatically searches for similar errors, and the display control unit 12 displays the timeline screen 561 in Figure 11.

[0106] Next, we will explain the case where no errors of the same type as the error that occurred are found in the timeline screen 560 of Figure 10, or where an error of the same type is found in the search but no message is found within a predetermined time. In this case, the timeline screen 560 does not transition.

[0107] Figure 12 shows an example of the timeline screen 560 around the current time. In Figure 10, the worker clicked or tapped icon 541, causing the detailed information display area 550 to pop up. The detailed information display area 550 has a related information button 551 and a comment registration button 552. When the worker presses the comment registration button 552, a message input field 553 appears, allowing the worker to enter a solution as a message.

[0108] Furthermore, even if an error of the same type as the one that occurred matches the search results and a message is received from that same type of error within a specified time, the worker may still display the detailed information display field 550 by performing the prescribed operation.

[0109] The related information button 551 is a button for searching for similar errors by, for example, setting or changing (e.g., relaxing) search criteria. This makes it easier for workers to view related information, including messages.

[0110] Alternatively, if the worker clicks or taps the icon 541 on the timeline screen 560 in Figure 10, the detailed information display area 550 may be displayed. The worker can then check the error details and decide whether to search for errors of the same type as the one that occurred. If the worker decides that they need to refer to how to resolve similar errors, they can press the related information button 551; if the worker decides that they do not need to refer to how to resolve similar errors, the search can be skipped.

[0111] The solution entered in the message input field 553 is stored as a message in the information storage unit 15. The time information associated with the message may be the time the error occurred, or the time the OK button 553a was pressed.

[0112] <Main effects> As described above, the information processing system 100 of this embodiment displays multiple pieces of information on a single screen, such as past jobs, error history, maintenance information, setting changes, and messages, associated with a specific time period. This allows workers to find the solution to an error if it occurs and they want to know how to resolve it. They can then search for the same icon 511 related to the error in the past and press the nearby memo mark 513 to find out how to resolve the error.

[0113] Furthermore, the timeline screen 500 displays not only past similar errors and messages, but also job information and maintenance information, making it easy to present related information such as the cause of the error in one place.

[0114] In this embodiment, if an error occurs and the worker wants to know how to resolve it, they press the icon 511 for the newly occurring error. The server device 101 searches for similar errors (with messages) and displays the icon 511 for that error on the timeline screen. Since the memo mark 513 near this icon 511 contains a message on how to resolve the error, the user can understand how to resolve the error that occurred.

[0115] Since the history of setting changes in the image forming apparatus 102 associated with the error is also displayed, there is the advantage that users can easily learn which setting changes are likely to lead to errors.

[0116] Furthermore, since past errors of the same type as the current error can be displayed with a single operation, the time required to resolve errors can be reduced. [Examples]

[0117] In this embodiment, we will describe a server device 101 that highlights frequently occurring errors of the same type and displays related image forming apparatus 102 information on a timeline screen in chronological order on a single screen.

[0118] Previously, errors such as jams that occurred in the image forming apparatus 102 could be resolved by the user at the time, but they would often recur later. This was because users could not easily analyze the root cause of the problem and therefore only performed temporary fixes. For example, in the case of jams that occurred in the image forming apparatus 102, the main cause of the jam was the printing conditions, so there were few factors provided to resolve regarding the image forming apparatus 102 itself. Therefore, it was difficult to identify the factors related to frequent jams, such as the maintenance status of the image forming apparatus 102 itself or the paper settings. However, frequent jams can lead to a decrease in productivity.

[0119] In this embodiment, the server device 101 highlights errors such as frequent jams and presents solutions using related information (mainly messages containing solutions) and troubleshooting. Since operators can easily check the solutions, the decrease in productivity caused by frequent jams can be suppressed.

[0120] In this embodiment, we will use the hardware configuration diagrams shown in Figures 4 and 5 described in the above embodiment as a reference.

[0121] <About the features> Figure 13 is a functional block diagram that explains the functions of the server device 101 and the image forming apparatuses 102A and 102B by dividing them into blocks. Note that the explanation of Figure 13 mainly focuses on the differences from Figure 6.

[0122] First, the search unit 14 in this embodiment searches the information storage unit 15 for similar error information that frequently occurs within a predetermined period. The predetermined period is mainly the display period of one screen, and similar error information refers to information with the same error code (or the same jam code in the case of a jam). Furthermore, when determining a resolution method, the search unit 14 can determine a message from similar error information that frequently occurs beyond the predetermined period. The search unit 14 also refers to job information and maintenance information to determine a resolution method.

[0123] Furthermore, as shown in Figure 13, in this embodiment, the server device 101 has a troubleshooting information storage unit 16.

[0124] Figure 14 shows the troubleshooting information stored in the troubleshooting information storage unit 16. Figure 14 shows troubleshooting information related to jams. As shown in Figure 14, the troubleshooting information storage unit 16 associates the jam code with corresponding information and detailed items.

[0125] A jam code is identification information that uniquely identifies the type of jam. The jam code is primarily determined by the location of the jam (the position along the path from the paper feed tray through several transport rollers to the paper output tray). The location is identified by sensors along the path that detect the paper. Furthermore, if there are commonalities among the jams in the print settings (such as paper size) or job information, the jam code may be further subdivided.

[0126] • The "Resolution Information" section contains the solution method for resolving the jam corresponding to the jam code. This solution information may be displayed in the detailed information pop-up.

[0127] The "Details" section provides detailed information, such as a URL (link), to resolve the jam corresponding to the jam code. This detailed information may include, for example, methods for resolving the jam using animation or video.

[0128] Furthermore, since job information is used to identify the solution method in this embodiment, the job information will be explained with reference to Figure 15. Figure 15 shows the job information stored in the information storage unit 15. The job information includes the following items: file name associated with the job ID, paper size, color / monochrome, paper tray, collation, and time. Figure 15 shows only a part of the job information, and other general job information such as paper orientation may also be included.

[0129] <Screen transition> Figure 16 shows the timeline screen 600 of this embodiment. Since what is displayed on the timeline screen 600 can be changed according to policy and preferences, Figure 16 is merely an example. The explanation of Figure 16 will primarily focus on the differences from Figure 11.

[0130] The timeline screen 600 has a display customization button 601, a file output button 602, a back button 603, a forward button 604, a display date and time specification button 605, a current button 606, and a display period button 607.

[0131] The display customization button 601 is a button that allows operators to customize the items displayed from the vertical axis's Job column 501, Error History column 502, Maintenance column 503, and Message column 504, as well as the default display period for one screen.

[0132] The file output button 602 is a button that allows the operator to output the contents of the timeline screen 600 to a PDF file or similar format.

[0133] The back button 603 is a button that allows the operator to display the previous timeline screen 600, one screen away.

[0134] The forward button (604) is used by the operator to display the next screen in the timeline, screen 600.

[0135] The display date and time selection button 605 is a button that allows the operator to specify a date and time and display the timeline screen 600 with that date and time near the center.

[0136] The current button 606 is a button that allows the operator to display the timeline screen 600 with the current date and time positioned at the far right (or near the center).

[0137] The display period button 607 is a button that allows the operator to display the timeline screen 600 for any period, such as one day, one week, one month, or any other period. For example, the operator can use the display period button 607 to set the display period for which they want to check whether jams are occurring frequently.

[0138] As shown in Figure 17, when an operator presses the error icon 610 on the timeline screen 600, the error icon 610 is placed in the center of the timeline screen 600. Figure 17(a) shows the error icon 610 before it is pressed, and Figure 17(b) shows the error icon 610 after it is pressed. Note that, for the sake of explanation, other icons are omitted in Figure 17, but as in Figure 16, icons are displayed in the maintenance section 503 and the message section 504.

[0139] In Figure 17(a), the error icon 610 that is pressed is displayed in the 9:00 hour. When the error icon 610 is pressed, the display control unit 12 positions the error icon 610 in the center of the timeline screen 600. In Figure 17(b), the 9:00 hour has moved to the center of the timeline screen 600, and the error icon 610 is also displayed in the 9:00 hour. This makes it easier for the operator to see the error icon 610 that they pressed.

[0140] In Figure 17(b), the display period for one screen may be the same as before the operator pressed the error icon 610, or it may switch to the default display period.

[0141] Next, we will explain how the operator can specify the display period, referring to Figure 18. Figure 18 is an example of the timeline screen 600 when the display period button 607 is pressed. Pressing the display period button 607 displays the date and time setting field 620. The operator can arbitrarily set any one day, one week, one month, a date range, or a date and time range in the date and time setting field 620. There may also be a button in the date and time setting field 620 to return to the default display period. It would be good to have a function to assist with input, such as displaying a calendar or a time dropdown menu when entering data into the date and time setting field 620.

[0142] In this way, by having the operator determine the display period of the timeline screen 600, errors and related information can be displayed in the error history section 502 for the specified display period.

[0143] <Frequently occurring similar errors are displayed.> Next, we will explain how to display frequently occurring errors of the same type. In this embodiment, the server device 101 can display frequently occurring errors of the same type in several ways. a. Specifying the display period b. Click the icon corresponding to the error. c. Instructions for displaying similar errors in the menu Similar errors are errors with the same error code. In the case of jams, the jam code is determined by the nature of the jam, so similar errors mean that the jam codes are the same.

[0144] When the display period is changed as shown in Figures 17 and 18 and the timeline screen 600 is updated, the display control unit 12 determines whether the number of similar errors exceeds a threshold within the display period of one screen (i.e., within a predetermined period). If the number of similar errors exceeds the threshold, the display control unit 12 highlights the frequently occurring similar errors. In the following, the threshold will be set to "2," but this threshold may be set by the operator. In the following, jams will be used as the main example of errors.

[0145] Figure 19 shows a timeline screen 630 in which icons of the same type of jam that occur frequently are highlighted. The timeline screen 630 in Figure 19 may be displayed in any of the following ways: a, b, or c. In Figure 19, two icons of the same type of jam, 631 and 632, are highlighted. Any method of highlighting is acceptable, but for example, the display control unit 12 may display the icons of the same type of jam that occur frequently in a highly attention-grabbing color such as red (the same color for each type of error). Alternatively, the display control unit 12 may make the jam icons 631 and 632 blink. The operator can easily confirm the presence of frequently occurring jams of the same type.

[0146] When the operator presses either icon 631 or 632, detailed information will pop up. Furthermore, when the operator presses the related information button 551, the error resolution method will be displayed. There are two ways to display the error resolution method:

[0147] (i) Similar to Example 1, a message is displayed for the same type of jam as the icon whose related information button 551 was pressed, within a predetermined time (within a predetermined time from the occurrence of the error). That is, the message contains a method for resolving the jam, and the method for resolving the jam is displayed.

[0148] (ii) The corresponding information associated with the jam code of the jam icon when the related information button 551 is pressed. The corresponding information is obtained from troubleshooting and displayed, and the corresponding information includes the solution.

[0149] The display control unit 12 may display both (i) and (ii), or it may display only one of them.

[0150] Figure 20 shows an example of detailed information 635 and a solution method displayed on the timeline screen 630. Detailed information 635 is displayed by clicking or hovering over the highlighted jam icon 632. The content of detailed information 635 may be the same as in Example 1. However, in this example, clicking the related information button 551 displays the solution method for the jam. In Figure 20, the solution method 636 for frequently occurring similar jams, as explained in (i), is displayed based on the message. The solution method 636 is displayed as "Insufficient cleaning of the right drawer unit". The operator can perform the solution work by referring to the solution method.

[0151] Note that the messages displayed in Figure 20 (resolution method 636) are not limited to messages entered within a predetermined time for the same type of jam displayed on a single screen. On the other hand, if the same type of error occurs frequently, multiple messages may be extracted. In this case, the display control unit 12 may display all messages (identical or similar messages may be hidden), or it may display messages from the nearest similar jam within a predetermined time for the pressed jam icon 632. If all messages have been extracted, the search unit 14 may identify the message with the largest number of identical or similar messages.

[0152] Alternatively, the search unit 14 may refer to the job information to detect job information similar to the job information that caused the jam when icon 632 was pressed, and identify a message to display. For example, suppose the job information that caused the jam when icon 632 was pressed is as follows. The job information that caused the jam is the job that was running at the time the error occurred. Paper size: A4 Color / Monochrome: Monochrome Paper feed tray: Tray 1 Double-sided / Single-sided: Double-sided Aggregation: None The search unit 14, when multiple messages are extracted for the same type of jam as the pressed icon 632, detects the job information with the most matching items in the job information and identifies the message associated with the jam that occurred during the execution of that job. In this way, it is possible to display not only whether the jams are of the same type, but also how to resolve jams that occurred when the job information is similar.

[0153] In Figure 20, icon 632 is pressed, but the same applies if icon 631 is pressed. If icon 631 is pressed, a message may be displayed within a predetermined time based on the error information of icon 632.

[0154] Figure 21 shows an example of detailed information and a solution displayed on the timeline screen 630. In Figure 21, solution 637 is displayed, which includes the corresponding information linked to the jam code, as explained in (ii). Solution 637 states, "Please check if the actual paper and paper settings match." Solution 637 also displays detailed troubleshooting information (link). The operator can perform the troubleshooting work by referring to solution 637.

[0155] This explains a case where multiple pieces of information are associated with a single troubleshooting issue. For example, a certain jam code might have the following two pieces of information associated with it. 1. Please check that the actual paper size and paper settings match. 2. Please check the maintenance status.

[0156] The display control unit 12 may display two pieces of correspondence information. However, there may be cases where more correspondence information is associated with a single jam code, making it difficult for the operator to check all the correspondence information in order. For a fundamental solution, it is preferable that the display control unit 12 displays the more appropriate correspondence information.

[0157] Therefore, the search unit 14 identifies appropriate response information based on the job information and the maintenance information in the maintenance column 503. Regarding maintenance information, if there is no record of maintenance being performed on a jam of the same type as the jam in which icon 632 was pressed within a certain time period prior to that jam, the search unit 14 decides to display response information 2. This is because it is highly likely that the jam occurred because maintenance was not performed. The certain time period prior to that is, for example, 12 to 24 hours, but the operator may set it.

[0158] Regarding job information, since the corresponding information includes paper settings, the search unit 14 compares the paper settings of the job information generated during the execution of the jam for which icon 632 was pressed with jams of the same type as the jam for which icon 632 was pressed. Paper settings include, for example, paper size, paper tray, and print orientation (portrait / landscape). If the number of items with a threshold or higher are the same regarding paper settings (i.e., the similarity of paper settings is above the threshold), the search unit 14 decides to display corresponding information 1. This is because if the paper settings are similar and the same jam occurs, it is highly likely that the paper settings are the cause of the jam.

[0159] For example, if the corresponding information is "Please check the type of toner installed," then the corresponding information includes toner. Therefore, the search unit 14 compares the job information generated when the job for the jam of the same type as the jam for which icon 632 was pressed was executed, to see if any special toner was used in the job. This is because if the same jam occurs depending on the toner used, the toner is likely the cause of the jam.

[0160] Thus, the server device 101 of this embodiment makes it easy to provide a solution to resolve similar jams, even when multiple pieces of troubleshooting information are associated with the same type of jam.

[0161] Note that while this explanation describes cases where the compatibility information includes paper settings and toner settings, the compatibility information may also include print settings other than paper settings and toner settings. The print settings can be the same as those in the job information.

[0162] <Operating Procedure> Figure 22 is a flowchart illustrating the display process of a timeline screen in which the server device 101 highlights frequently occurring similar errors and displays solutions. In the explanation of Figure 22, a jam is used as an example of an error.

[0163] First, the operator updates the timeline screen 600 (S51). There are several ways to update the timeline screen 600, as described in a to c above.

[0164] When the jam icon 610 is pressed, the display control unit 12 places the selected jam icon 610 in the center of the timeline screen 600 and displays the timeline screen 600 (S52).

[0165] If a display period is specified, the display control unit 12 displays a timeline screen 630 that represents the specified display period as a single screen (S53).

[0166] When steps S52 and S53 are displayed, the search unit 14 determines whether there are any similar errors that occur frequently within a single screen (S54). The search unit 14 searches the information storage unit 15 for errors that occurred within the display period of the timeline screen and have the same jam code.

[0167] If the determination in step S54 is Yes, the display control unit 12 highlights icons 631 and 632 corresponding to the same type of jam (S55). There only need to be two or more frequently occurring types of jam. Also, if there are frequently occurring errors of the same type for different types (such as jams A1, A2 and jams B1, B2), the display control unit 12 may highlight only the icon of the most frequent type of jam, or it may highlight each one in a different color. The display control unit 12 may color-code the most frequent ones in red (warning color) ⇒ the next most frequent ones in orange ⇒ the next most frequent ones in yellow, and so on.

[0168] Next, the operation reception unit 11 displays detailed information 635 when the jam icon 632 is pressed or the mouse hovers over it, and further determines whether or not the related information button 551 has been pressed (S56).

[0169] If the related information button 551 is pressed, the search unit 14 determines whether a message is associated with the same type of jam as the jam for which the related information button 551 was pressed (S57). This is because if a message is associated, there is a high probability that the same type of error has been resolved. A message being associated with a jam means that the message was entered within a predetermined time after the error occurred.

[0170] Furthermore, if there are multiple similar jams associated with the same message, the search unit 14 identifies the job information that caused the jam for which the related information button 551 was pressed, and the message associated with similar job information (S58). This not only identifies jams of the same type, but also jams that occurred in similar job information, making it easier to identify the message that resolves the jam for which the related information button 551 was pressed.

[0171] Next, the search unit 14 determines whether multiple corresponding pieces of information are associated with the jam for which the related information button 551 was pressed (S59). Since some jam code has already been identified by the jam, at least one corresponding piece of information is associated with the jam code in the troubleshooting information storage unit 16. However, there may be other jams for which no corresponding information is associated. In this case, the corresponding information is not referenced.

[0172] If the determination in step S59 is Yes, the search unit 14 selects corresponding information based on maintenance information for jams of the same type as the jam for which the related information button 551 was pressed, if the corresponding information includes the term "maintenance" (S60). The search unit 14 decides to display corresponding information regarding maintenance for jams of the same type as the jam for which the related information button 551 was pressed, if there is no record of maintenance being performed on that jam within a certain period of time prior to that jam.

[0173] Furthermore, the search unit 14 determines the similarity of the job information of the jam of the same type as the jam for which the related information button 551 was pressed, based on the print settings (e.g., paper settings) included in the corresponding information. The search unit 14 selects the corresponding information depending on whether the similarity is above a threshold. This increases the likelihood of displaying a fundamental solution to resolve the jam.

[0174] The display control unit 12 displays the message and corresponding information, or only the corresponding information, around the detailed information 635 (S61). The operator may also press the related information button 551 to display both the message and corresponding information, or only whichever is available. Alternatively, instead of the related information button 551, the display control unit 12 may display message buttons or troubleshooting buttons only when information is available, or gray out buttons that cannot be selected.

[0175] In Figure 22, subsequent processing is executed when similar errors occur frequently within the display period. However, even if similar errors do not occur frequently, the solutions shown in Figures 20 and 21 can still be displayed.

[0176] <Main effects> In addition to the effects of Example 1, the information processing system 100 of this embodiment can suppress the decrease in productivity caused by frequent jams by highlighting frequently occurring jams and providing solutions (messages) and troubleshooting information for past errors.

[0177] For example, it becomes easier for operators to check past jamming conditions between jobs and revise settings or cleaning procedures for the next jam, thereby improving print productivity. The operator may also display the error message in this embodiment immediately after the error occurs.

[0178] <Other application examples> Although the best mode for carrying out the present invention has been described above using examples, the present invention is not limited in any way to these examples, and various modifications and substitutions can be made without departing from the spirit of the present invention.

[0179] For example, while the image forming apparatus 102 uses a general-purpose web browser, a dedicated application may be used for the timeline screen.

[0180] Alternatively, the timeline screen 500 may have the job column 501, error history column 502, maintenance column 503, and message column 504 arranged horizontally, and the time zone (time axis) arranged vertically.

[0181] In Example 1, errors of the same type as the selected error information were searched for. However, it is also possible to search for jobs of the same type as the selected job information, maintenance information of the same type as the selected maintenance information, configuration change information of the same type as the selected configuration change information, and messages of the same type as the selected message. These same types can be determined by similarity, which can be determined by machine learning or TF-IDF (Term Frequency - Inverse Document Frequency), etc.

[0182] Furthermore, in Example 2, frequent jams were highlighted, and solutions (messages) and troubleshooting steps that had resolved jams in the past were presented. However, the frequent errors are not limited to jams; this approach can also be applied to ink depletion, paper depletion, sensor malfunctions, and other errors.

[0183] Furthermore, the configuration examples in Figure 6 and other figures are divided according to their main functions to facilitate understanding of the processing performed by the server device 101 and the image forming apparatus 102. The present invention is not limited by the way the processing units are divided or the names of those units. The processing of the server device 101 and the image forming apparatus 102 can be further divided into more processing units depending on the processing content. Also, each processing unit can be further divided to include even more processing.

[0184] Furthermore, the apparatus described in the examples represents only one of several computing environments for carrying out the embodiments disclosed herein. In one embodiment, the server apparatus 101 includes multiple computing devices, such as a server cluster. The multiple computing devices are configured to communicate with each other via any type of communication link, including a network or shared memory, and perform the processing disclosed herein.

[0185] Furthermore, the server device 101 can be configured to share the disclosed processing steps, such as the flowcharts in Figures 7 to 9, in various combinations. For example, a process executed by a predetermined unit can be executed by multiple information processing devices of the server device 101. Also, the server device 101 may be a single server device or it may be divided into multiple devices.

[0186] Each of the functions of the embodiments described above can be realized by one or more processing circuits. Hereinafter, "processing circuit" as used herein includes processors programmed to execute each function by software, such as processors implemented by electronic circuits, as well as devices such as ASICs (Application Specific Integrated Circuits), DSPs (Digital Signal Processors), FPGAs (Field Programmable Gate Arrays), and conventional circuit modules designed to execute each of the functions described above.

[0187] <Additional notes regarding claims> [Claim 1] An information processing system having a device and an information processing device capable of communicating with the device, A device information acquisition unit stores in an information storage unit time information associated with each of the error information acquired from the device and the method for resolving the error input to the device or the information processing device, A display control unit that displays the existence of the aforementioned error information and the existence of the aforementioned resolution method, in correspondence with the time axis based on the time information, An information processing system characterized by having the following features. [Claim 2] When the selection of a display component indicating the existence of the aforementioned error information is received, the system includes a search unit that searches the information storage unit for errors of the same type as the aforementioned error information. The information processing system according to claim 1, characterized in that the display control unit displays a screen of error information, including time information associated with the same type of error that matches the search, and a statement indicating that a solution exists, in correspondence with a time axis based on the time information associated with each. [Claim 3] The equipment information acquisition unit acquires job information executed by the equipment, maintenance information performed by the equipment, and configuration change information changed to the equipment from the equipment. The information processing system according to claim 2, characterized in that the display control unit displays error information for one screen, including time information associated with the same type of error, a statement that a resolution method exists, a statement that job information exists, a statement that maintenance information exists, and a statement that setting change information has been changed for the equipment, all of which are associated with a time axis based on the time information associated with each of these. [Claim 4] The information processing system according to claim 3, wherein the equipment information acquisition unit acquires both the maintenance reflection results stored in the equipment and the maintenance execution results stored in the scheduler as the maintenance information. [Claim 5] The information processing system according to any one of claims 2 to 4, characterized in that the search unit searches for the most recent error information among errors of the same type as the selected error information. [Claim 6] The information processing system according to any one of claims 2 to 4, characterized in that the search unit searches for errors of the same type as the error information that was selected, and for which the resolution method exists within a predetermined time from among the errors of the same type. [Claim 7] The information processing system according to claim 6, characterized in that the display control unit displays, based on time information associated with the same type of error, an emphasis is placed on the fact that a method for resolving the error exists within a predetermined time period. [Claim 8] If the system receives a selection indicating that the aforementioned error information exists, the display control unit will display an information input field. The information processing system according to any one of claims 2 to 7, characterized in that the information entered by the worker in the input field is stored in the information storage unit as a resolution method, in association with the same time information as the error information for which the selection was received or the time information for which the information was entered. [Claim 9] If the selection indicating the existence of the aforementioned error information is received, the search unit searches the information storage unit for an error of the same type as the aforementioned error information. Only if the aforementioned similar error does not match the search, or if the aforementioned similar error is matched in the search but there is no solution to resolve the aforementioned similar error within a predetermined time, The information processing system according to claim 8, characterized in that the display control unit displays an input field for the information. [Claim 10] It has a search unit that retrieves similar error information that occurs frequently within a predetermined period from the information storage unit, The information processing system according to claim 1, characterized in that the display control unit highlights display components related to frequently occurring similar error information retrieved by the search unit, in correspondence with a time axis based on time information associated with the error information. [Claim 11] The information processing system according to claim 10, characterized in that, when the display component selects an error information indicating that such error information exists, the display control unit places the selected error information in the center of the screen with respect to the time axis. [Claim 12] The information processing system according to claim 10, characterized in that, when the display control unit receives a selection of a display period for a single screen displaying the error information, it displays the display components related to the error information that occurred during the selected display period in correspondence with the time axis. [Claim 13] The information processing system according to any one of claims 10 to 12, characterized in that, when the display control unit receives a selection of one of several display components relating to frequently occurring similar error information, it displays the resolution method associated with the same type of error information as the selected error information. [Claim 14] The aforementioned equipment information acquisition unit acquires job information executed by the equipment from the equipment. The information processing system according to claim 13, characterized in that, if there are multiple pieces of error information of the same type as the selected error information, the display control unit displays the resolution method associated with the same type of error information, which is associated with job information similar to the job information that caused the selected error information. [Claim 15] The aforementioned equipment information acquisition unit acquires job information executed by the equipment and maintenance information performed by the equipment from the equipment. The search unit refers to a troubleshooting information storage unit in which one or more troubleshooting pieces of information are associated with the error information. Among the multiple troubleshooting pieces associated with the error information for which a selection was accepted, Whether or not maintenance was performed up to a certain time prior to the aforementioned error information of the same type as the selected error information, The information processing system according to any one of claims 10 to 14, characterized in that, with respect to the print settings included in the troubleshooting information, the system determines the troubleshooting information to be displayed based on the similarity of the print settings included in the job information that produced the same type of error information as the selected error information. [Explanation of Symbols]

[0188] 101 Server device 102 Image forming apparatus 103 Terminal device [Prior art documents] [Patent Documents]

[0189] [Patent Document 1] Japanese Patent Publication No. 2019-209538

Claims

1. An information processing system having a device and an information processing device capable of communicating with the device, A device information acquisition unit stores in an information storage unit time information associated with each of the error information acquired from the device and the method for resolving the error input to the device or the information processing device, A display control unit that displays the existence of the aforementioned error information and the existence of the aforementioned resolution method, in correspondence with the time axis based on the time information, When the selection of a display component indicating the existence of the aforementioned error information is received, the system includes a search unit that searches the information storage unit for errors of the same type as the aforementioned error information. The display control unit displays error information for one screen, including time information associated with the same type of error that matches the search, and the fact that a solution exists, in accordance with the time information associated with each, along a time axis. An information processing system characterized by the following:

2. The equipment information acquisition unit acquires job information executed by the equipment, maintenance information performed by the equipment, and configuration change information changed to the equipment from the equipment. The information processing system according to claim 1, characterized in that the display control unit displays error information for one screen, including time information associated with the same type of error, that a resolution method exists, that job information exists, that maintenance information exists, and that setting change information has been changed for the equipment, in accordance with the time information associated with each of these on a time axis.

3. The information processing system according to claim 2, wherein the equipment information acquisition unit acquires both the maintenance reflection results stored in the equipment and the maintenance execution results stored in the scheduler as the maintenance information.

4. The information processing system according to any one of claims 1 to 3, characterized in that the search unit searches for the most recent error information among errors of the same type as the error information that was selected.

5. The information processing system according to any one of claims 1 to 3, characterized in that the search unit searches for errors of the same type as the error information that was selected, and for which the resolution method exists within a predetermined time from among the errors of the same type.

6. The information processing system according to claim 5, characterized in that the display control unit displays, based on time information associated with the same type of error, an emphasis is placed on the fact that a method for resolving the error exists within a predetermined time period.

7. If the system receives a selection indicating that the aforementioned error information exists, the display control unit will display an information input field. The information processing system according to claim 1, characterized in that the information entered by the worker in the input field is stored in the information storage unit as a resolution method, in association with the same time information as the error information for which the selection was received or the time information for which the information was entered.

8. If the selection indicating the existence of the aforementioned error information is received, the search unit searches the information storage unit for an error of the same type as the aforementioned error information. Only if the aforementioned similar error does not match the search, or if the aforementioned similar error is matched in the search but there is no solution to resolve the aforementioned similar error within a predetermined time, The information processing system according to claim 7, characterized in that the display control unit displays an input field for the information.

9. An information processing system having a device and an information processing device capable of communicating with the device, A device information acquisition unit stores in an information storage unit time information associated with each of the error information acquired from the device and the method for resolving the error input to the device or the information processing device, A display control unit that displays the existence of the aforementioned error information and the existence of the aforementioned resolution method, in correspondence with the time axis based on the time information, It includes a search unit that searches the information storage unit for similar error information that frequently occurs within a predetermined period, The information processing system is characterized in that the display control unit highlights display components related to frequently occurring similar error information retrieved by the search unit, in correspondence with a time axis based on time information associated with the error information.

10. The information processing system according to claim 9, characterized in that, when the display component is selected to indicate that the aforementioned error information exists, the display control unit places the selected error information in the center of the screen with respect to the time axis.

11. The information processing system according to claim 9, characterized in that, when the display control unit receives a selection of a display period for a single screen displaying the error information, it displays the display components related to the error information that occurred during the selected display period in correspondence with the time axis.

12. The information processing system according to any one of claims 9 to 11, characterized in that, when the display control unit receives a selection of one of several display components relating to frequently occurring similar error information, it displays the resolution method associated with the same type of error information as the selected error information.

13. The aforementioned equipment information acquisition unit acquires job information executed by the equipment from the equipment. The information processing system according to claim 12, characterized in that, if there are multiple pieces of error information of the same type as the selected error information, the display control unit displays the resolution method associated with the same type of error information, which is associated with job information similar to the job information that caused the selected error information.

14. The aforementioned equipment information acquisition unit acquires job information executed by the equipment and maintenance information performed by the equipment from the equipment. The search unit refers to a troubleshooting information storage unit in which one or more troubleshooting pieces of information are associated with the error information. Among the multiple troubleshooting pieces associated with the error information for which a selection was accepted, Whether or not maintenance was performed up to a certain time prior to the aforementioned error information of the same type as the selected error information, The information processing system according to claim 9, characterized in that, with respect to the print settings included in the troubleshooting information, the system determines the troubleshooting information to be displayed based on the degree of similarity of the print settings included in the job information that produced the same type of error information as the selected error information.

15. An information processing device that can communicate with a device, A device information acquisition unit stores in an information storage unit time information associated with each of the error information acquired from the device and the method for resolving the error input to the device or the information processing device, A display control unit causes the device to display a screen on the time axis based on the time information indicating that the aforementioned error information exists and that the aforementioned resolution method exists, When the selection of a display component indicating the existence of the aforementioned error information is received, the system includes a search unit that searches the information storage unit for errors of the same type as the aforementioned error information. The display control unit displays error information for one screen, including time information associated with the same type of error that matches the search, and the fact that a solution exists, in accordance with the time information associated with each, along a time axis. An information processing device characterized by the following:

16. A display method performed by an information processing system having a device and an information processing device capable of communicating with the device, The device information acquisition unit stores time information in the information storage unit, associating it with the error information acquired from the device and the method for resolving the error input to the device or the information processing device. The display control unit displays, based on the time information, that the error information exists and that a method for resolving it exists, corresponding to the time axis. If the selection of a display component indicating the existence of the aforementioned error information is received, a search step is performed to search the information storage unit for an error of the same type as the aforementioned error information. The display control unit performs the steps of displaying error information for one screen, including time information associated with the same type of error that matches the search, and indicating that a solution exists, in accordance with the time information associated with each, on a time axis; A display method characterized by having the following features.

17. An information processing device that can communicate with other devices, A device information acquisition unit stores in an information storage unit time information associated with each of the error information acquired from the device and the method for resolving the error input to the device or the information processing device. A display control unit that causes the device to display a screen on the time axis based on the time information indicating that the aforementioned error information exists and that the aforementioned resolution method exists. When the selection of a display component indicating the existence of the aforementioned error information is received, the system functions as a search unit that searches the information storage unit for errors of the same type as the aforementioned error information. The display control unit displays error information for one screen, including time information associated with the same type of error that matches the search, and the fact that a solution exists, in accordance with the time information associated with each, along a time axis. program.

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