Diagnostic system and method

Abstract

Provided is a diagnosis system comprising: a diagnosis means for using operation information pertaining to an image processing device and a setting value of the image processing device to execute diagnosis processing for diagnosing a cause of a problem occurring in the image processing device and treatment for the problem; a provision means for providing a screen for displaying the diagnosis result of the diagnosis processing and information necessary for re-diagnosis from the image processing device; and a reception means for receiving at least one instruction for processing for acquiring information necessary for the re-diagnosis from the image processing device via the screen and processing for inputting by an operator. The diagnosis means is characterized by executing the diagnosis processing again on the basis of the information necessary for the re-diagnosis.

Description

Diagnostic system and method

[0001] The present invention relates to a diagnostic technique that is executed after collecting operational information of an image processing apparatus.

[0002] There is a remote diagnostic technology that, when a problem occurs in an image processing device, diagnoses the problem remotely based on information sent from the image processing device to a diagnostic system at a service center, and provides an operator at the service center or a user of the image processing device with information on how to deal with the problem.

[0003] Patent Document 1 describes a technology in which a user selects information corresponding to the problem they want to solve from a number of options, and based on the user's selection, an ID that identifies the location of the problem is generated and sent to a diagnostic system, allowing the user to inquire about how to deal with the problem.

[0004] Japanese Patent Application Laid-Open No. 2020-174291

[0005] However, there are problems that cannot be solved by the prior art.

[0006] Recent image processing devices have many functions for communicating with external devices, and when a problem occurs with such a function, various settings of the image processing device and information about the external device may be required. In such cases, a definitive diagnosis cannot be made using only an ID generated based on a user's selection, as in the prior art.

[0007] In addition, when troubleshooting, it is sometimes effective to obtain the necessary additional information from the target device or to interview the device user and then use that information to perform a re-diagnosis.In this case, additional information is required to perform an appropriate re-diagnosis, but since the operator who interacts with the customer to troubleshoot the problem cannot fully understand the contents of the diagnostic processing executed by the system, it is extremely difficult to efficiently obtain that additional information.

[0008] The present invention is a diagnostic system comprising: a diagnostic means for executing a diagnostic process using operation information relating to an image processing device and setting values ​​of the image processing device to diagnose the cause of a problem occurring in the image processing device and measures to address the problem; a providing means for providing a screen that displays the diagnostic results of the diagnostic process and information necessary for rediagnosis from the image processing device; and a receiving means for receiving at least one instruction for a process for obtaining the information necessary for rediagnosis from the image processing device via the screen and a process for input by an operator, wherein the diagnostic means executes the diagnostic process again based on the information necessary for rediagnosis.

[0009] According to the present invention, it is possible to provide a mechanism for efficiently acquiring additional information when re-diagnosis by a diagnostic system is required.

[0010] 1 is a diagram showing an example of a system configuration of the present embodiment. FIG. 2 is a diagram showing an example of a hardware configuration of the MFP 100. FIG. 3 is a diagram showing an example of a hardware configuration of the diagnostic server 200. FIG. 4 is a sequence diagram showing an example of the overall processing flow of the present embodiment. FIG. 5 is a flowchart showing an example of processing of the MFP 100. FIG. 6 is a diagram showing an example of a main menu screen of the MFP 100. FIG. 7 is a diagram showing an example of a SEND function screen of the MFP 100. FIG. 8 is a flowchart showing an example of processing of the diagnostic server 200. FIG. 9 is a diagram showing an example of a basic information input screen of the diagnostic server 200. FIG. 10 is a diagram showing an example of a diagnostic result screen provided by the diagnostic server 200. FIG. 11 is a diagram showing another example of a diagnostic result screen provided by the diagnostic server 200. FIG. 12 is a flowchart showing an example of diagnostic processing. FIG. 13 is a flowchart showing an example of a diagnostic flow for a mail sending function. FIG. 14 is a flowchart showing examples of diagnostic processing and treatment processing. FIG. 15 is a diagram showing an example of a distribution reservation screen.

[0011] In this embodiment, an example of a diagnostic system will be described in which an image processing device and a diagnostic application of a diagnostic server cooperate to diagnose a problem occurring in the image processing device. In this embodiment, an MFP (Multi Function Peripheral) will be used as an example of the image processing device, but other devices such as a single function printer or a scanner with a network function may also be used.

[0012] 1 shows an example of the system configuration of this embodiment. The system in this embodiment includes an MFP 100, a diagnostic server 200, a mail server 300, and an electronic terminal 400.

[0013] 1, diagnostic server 200 is connected to MFP 100, mail server 300, and electronic terminal 400 via network 1000. MFP 100 and diagnostic server 200 are connected to each other so as to be able to communicate with each other via network 1000. Network 1000 may be any network as long as it is capable of transmitting and receiving data.

[0014] The MFP 100 corresponds to a multifunction peripheral or a desktop scanner and has a printing function and a scanning function. The MFP 100 transmits setting values ​​for executing the functions of the device and the results of executing the functions to a diagnostic application 201 (described later) at any timing.

[0015] The diagnostic server 200 is configured to include a diagnostic application 201, a file storage 202, and a treatment application 203. The diagnostic application 201 stores setting values ​​received from the MFP 100 and results of executing functions in the file storage 202, and performs a diagnosis on the setting values ​​stored in the file storage 202 and the results of executing functions. When the diagnosis is confirmed, the diagnostic application 201 stores information on treatment required for the MFP 100 in the file storage 202. A schedule for performing the treatment is also stored as necessary. The treatment application 203 performs treatment on the MFP 100 based on the information stored in the file storage 202 by the diagnostic application 201. In this embodiment, a configuration in which information is stored in a file storage will be described, but a relational database, a key-value database, or the like may also be used.

[0016] The mail server 300 is a general mail server, and is a server that the MFP 100 has and to which mail is sent.

[0017] Examples of the electronic terminal 400 include a PC, a smartphone, and a tablet terminal. The electronic terminal 400 can be operated by a user and can cooperate with functions of the MFP 100. Examples of functions of the MFP 100 that can be used by the electronic terminal 400 include a file sharing function using the Server Message Block protocol (hereinafter referred to as the SMB protocol) and a printing function using a printer driver, but other functions may also be used. These functions are known technologies, so details will be omitted.

[0018] FIG. 2 is a diagram showing an example of the hardware configuration of an MFP 100 that implements the present invention. FIG. 2 shows an example for the purpose of explaining this embodiment, and it goes without saying that other configurations may be used as long as they include other components or have the same effects as this embodiment. A CPU 101, RAM 102, ROM 103, input control I / F 104, display control I / F 105, storage device I / F 106, and communication I / F controller 113 are connected to a system bus 112. A scanner 110 and a printer 111 are also connected to the system bus 112. Each component connected to the system bus 112 is configured to be able to exchange data with each other via the system bus 112.

[0019] The CPU (Central Processing Unit) 101 is a device that controls each device and calculates and processes data. The RAM (Random Access Memory) 102 is a volatile memory that is used as a temporary storage area such as the CPU 101's main memory and work area. The ROM (Read Only Memory) 103 is a non-volatile memory in which image data and other data, as well as various programs for the CPU 101 to operate, are stored in their respective predetermined areas. The CPU 101 controls each part of the MFP 100 using the RAM 102 as a work memory in accordance with, for example, a program stored in the ROM 103. Note that the program for the CPU 101 to operate does not necessarily have to be stored in the ROM 103, but may also be stored in the storage device 109.

[0020] The communication I / F controller 113 communicates with various networks, such as a LAN, the Internet, wired networks, and wireless networks, under the control of the CPU 101. Various devices, such as PCs, other MFPs, printers, and servers, are connected to the network 1000 so as to be able to communicate with the MFP 300. Connections with the diagnostic server 200 and mail server 300, which will be described later, are also made via the communication I / F controller 113.

[0021] The input control I / F 104 accepts user operations, generates control signals corresponding to the operations, and supplies them to the CPU 101. For example, the input control I / F 104 is connected to input devices that accept user operations, such as a character information input device such as a keyboard (not shown), hard keys for directly inputting numerical values, or a pointing device such as a touch panel 107. The touch panel 107 is an input device that outputs coordinate information corresponding to the position of contact on, for example, a planar input unit. In the following embodiment, operation on a touch panel is described, but it goes without saying that this is not limited thereto. The CPU 101 controls each unit of the MFP 100 according to a program based on the control signals generated and supplied by the input control I / F 104 in response to user operations performed on the input device. This allows the MFP 100 to perform operations corresponding to the user operations.

[0022] The display control I / F 105 outputs a display signal for displaying an image on the display 108. For example, the CPU 101 supplies a generated display control signal to the display control I / F 105 in accordance with a program. The display control I / F 105 generates a display signal based on the display control signal and outputs the display signal to the display 108. For example, the display control I / F 105 displays a GUI screen constituting a GUI (Graphical User Interface) on the display 108 based on the display control signal generated by the CPU 101. The touch panel 107 may be configured integrally with the display 108. For example, the touch panel 107 is configured so that its light transmittance does not interfere with the display of the display 108, and is attached to an upper layer of the display surface of the display 108. Input coordinates on the touch panel 107 are associated with display coordinates on the display 108. This allows a GUI to be configured in such a way that the user feels as if they can directly operate the screen displayed on the display 108. In the following description, the touch panel 107 will be described as being configured integrally with the display 108. A storage device 109, such as a hard disk drive (HDD) or flash memory, is connected to the storage device I / F 106. Data is read from and written to the storage device 109 under the control of the CPU 101. The storage device 109 may be used in place of the RAM 102 or the ROM 103.

[0023] The scanner 110 reads an original document and generates image data under the control of the CPU 101. For example, the CPU 101 causes the scanner 110 to perform a scan process in response to a user instruction input via the input control I / F 104. The scanner 110 reads an original document placed on a platen or an ADF (Auto Document Feeder), digitizes the data, and generates image data. The scanner 110 then stores the generated image data in the storage device 109 via the storage device I / F 106.

[0024] The printer 111 prints image data stored in the storage device 109 under the control of the CPU 101. For example, the CPU 101 causes the printer 111 to perform printing processing in response to a user instruction input via the input control I / F 104 or a command input from an external device via the communication I / F controller 113. The printer 111 reads image data from the storage device, converts it into a printable data format, and prints it on a paper document.

[0025] Fig. 3 is a diagram showing an example of the hardware configuration of the diagnostic server 200. Fig. 3 shows an example for the purpose of explaining this embodiment, and it goes without saying that other configurations may be used as long as they include other components or have the same effect as this embodiment.

[0026] In the diagnostic server 200, a CPU 211, a RAM 212, a ROM 213, an external storage device 214, and a communication module 215 are connected to a system bus 216. The components connected to the system bus 216 are configured to be able to exchange data with each other via the system bus 216.

[0027] The CPU (Central Processing Unit) 211 controls each device and calculates and processes data. The RAM (Random Access Memory) 212 is a volatile memory used as a temporary storage area such as the CPU 211's main memory or work area. The ROM (Read Only Memory) 213 is a non-volatile memory in which programs such as the diagnostic application 201 and treatment application 203 running on the CPU 211 are stored in predetermined areas. The external storage device 214 is configured as file storage 202 and stores data received from the image processing device 100. The CPU 211 controls the RAM 212 using it as a work memory in accordance with the programs of the diagnostic application 201 and treatment application 203 stored in the ROM 213, for example. The program for operating the CPU 211 is not limited to being stored in the ROM 213 , but may also be stored in the external storage device 214 .

[0028] In this embodiment, the screen for displaying and operating the diagnostic application is provided as a web user interface to a web browser or the like via a network. Note that the diagnostic server may also be provided with a separate touch panel and display, and the screen may be displayed there.

[0029] [Example of Overall Sequence Assumed in This Embodiment] FIG. 4 is a sequence diagram showing an example of a process for an inquiry from a user in this embodiment.

[0030] A user can operate the MFP 100 to use MFP functions, such as an email transmission function that sends a scanned document to a specific email address (S401). The MFP 100 receives the user's operation in S401 and executes the function (S402). For example, in the case of the email transmission function, the document scanned by the scanner 110 is converted into a specified electronic file, and the file is sent to the email server 300 via the network 1000 using the communication I / F controller 113. These functions are known, so details are omitted here.

[0031] Then, in S403, the user operates the MFP function again.

[0032] If the MFP 100 executes a process and an error occurs (S404), the MFP 100 transmits information about the job in which the error occurred to the diagnostic server 200 (S405). The diagnostic server 200 stores the received information in the file storage 202 as information about the MFP 100 (S406).

[0033] The user calls the service center to inquire about the error (S407), and transmits customer information and a serial number for uniquely identifying the machine in which the error occurred to an operator at the service center (S408).

[0034] In S409, the operator of the service center uses a web browser (not shown) to input the machine serial number obtained from the user into the serial number input screen provided by the diagnostic application 201.

[0035] In S410, the diagnostic application 201 acquires information about the error that occurred in the MFP 100 corresponding to the serial number input in S409, which information is stored in the file storage 202. Then, the diagnostic application 201 performs a diagnostic process (described later) based on the acquired information (S411).

[0036] In S412, the diagnostic application 201 provides a diagnostic result screen including the error that occurred and the result of the diagnostic process to the web browser of the operator at the service center.

[0037] In S413, the operator checks the diagnosis result screen and further interviews the user on the call. At this time, this interview may definitively identify the error that is the subject of the inquiry. In S414, the operator explains to the user who made the inquiry the diagnosis results of the identified error that is the subject of the inquiry, as well as information necessary to further narrow down the cause and solution, and obtains consent to obtain the information necessary for re-diagnosis.

[0038] After obtaining the consent, in S415 the operator operates the diagnostic server 200. As part of this operation, the diagnostic server 200 receives a request for re-diagnosis of the error.

[0039] In S416, the diagnostic server 200 requests the MFP 100 to acquire additional information that needs to be acquired. In S417, the MFP 100 transmits to the diagnostic server 200 the operation information and device information specified in this request.

[0040] In S418, the diagnostic server 200 executes the diagnostic process again using the information acquired from the MFP 100 in S417 and the data that has already been acquired. In S419, a diagnostic result screen including the error that occurred and the result of the re-diagnosis is provided to the operator's web browser.

[0041] Based on the diagnosis result, the operator explains the diagnosis result and how to deal with the error to the user on the call (S420). After listening to the explanation, the user requests the operator to take action if necessary (S423). In S424, the operator who received the request for action makes a reservation with the diagnostic server 200 to take action against the error.

[0042] If it is possible to take measures such as changing the settings remotely at the reserved time, in S425, diagnostic server 200 transmits a command to change the setting values ​​to MFP 100. MFP 100 then changes the settings to deal with the error in accordance with the command.

[0043] [Processing of MFP 100] Next, details of the processing of the MFP 100 in the processing sequence will be described using a flowchart such as the one shown in FIG. 5 as an example.

[0044] When the flow starts (S501), a main menu screen 600 such as the one shown in Fig. 6 is displayed (S502). The main menu screen 600 has an icon display area 601 showing the functions executable by the MFP 100, and lists the functions executable by the MFP 100. In this embodiment, a case where a "scan and send" function 602 (hereinafter referred to as the SEND function) is executed will be described as an example. After the main menu screen 600 is displayed, it is confirmed whether the SEND function has been executed (S503).

[0045] If so, a SEND function screen 700 such as the one shown in Fig. 7 is displayed (S504). The SEND function screen 700 includes an address book button 701 for specifying a transmission destination, a one-touch button 702, a new input button 703, a scan setting button group 704 for making settings when scanning, a file format button 705 for specifying the electronic file format to be used when transmitting, and a start button 706 for instructing the start of scanning and transmission. Since specifying a transmission destination is a known technique, a description thereof will be omitted.

[0046] After the SEND function screen 700 is displayed, the device checks whether a destination has already been specified (S505). If so, the device checks whether a document has been placed on the scanner 110 (S506). If a document has been placed, the device checks whether the start button 706 has been pressed to indicate start (S507). If the button has been pressed, the device scans the document using the scanner 110 (S508) and converts it into an electronic file specified by the file format button 705 (S509). After conversion into an electronic file, the device transmits the file to the specified destination using the communication I / F controller 113 (S510). After transmission, the device records information about the transmission job in the storage device 109 (S511). The device then checks whether the transmission was successful (S512). If the transmission was unsuccessful, the device uses the communication I / F controller to transmit information about the job to the diagnostic server 200 along with a device serial number that can uniquely identify the device (S513). If the transmission was successful, or after transmission to the diagnostic server 200, the device proceeds to S514. If the conditions are not met in each of S505 to S507, the process returns to S504.

[0047] Next, it is confirmed whether an information acquisition request has been received from the diagnostic server 200 (S514). If an information acquisition request has been received, the information specified in the information acquisition request is acquired (S515) and transmitted to the diagnostic server 200 using the communication I / F controller (S516).

[0048] Steps S501 to S513 in the flowchart of FIG. 5 correspond to steps S401 to S405 in the sequence of FIG. 4, and steps S514 to S516 correspond to steps S416 to S417 in the sequence of FIG.

[0049] [Processing of Diagnostic Server 200] The processing of the diagnostic server 200 will be described in detail with reference to the flowchart of FIG.

[0050] When processing starts (S801), the diagnostic server 200 provides the web browser with a basic information input screen 900 (S802), as shown in Fig. 9. After the basic information input screen 900 is displayed, the diagnostic server 200 determines whether the diagnosis button 903 is pressed and the input of basic information on the screen is complete (S803).

[0051] In this embodiment, the basic information is assumed to be a device serial number for uniquely identifying the MFP about which the user is making an inquiry. However, the basic information may be a contract number of the user making the inquiry, the model name of the MFP, the installation location, etc., and may be a combination of these to uniquely identify the MFP, or a screen for searching for MFPs may be provided.

[0052] If the basic information has not been input, the diagnostic server 200 checks whether the information sent by the MFP 100 in S513 has been received (S821). If the information has been received, the diagnostic server 200 associates the received information with a device serial number that uniquely identifies the MFP, stores the information in the file storage 202 (S822), and the process in the diagnostic server 200 returns to S802. If the information has not been received, the process returns to S802.

[0053] When the diagnosis button 903 is pressed, in S804 the diagnostic server 200 acquires information linked to the machine indicated by the device serial number entered in the device serial number input field 902 from the file storage 202. Furthermore, the diagnostic server 200 extracts information related to the job in which the error occurred from the information acquired in S804 (S805).

[0054] The diagnostic server 200 subjects the extracted information to a diagnostic process described below and obtains the diagnostic results (S806). The diagnostic results include a list of candidate true causes of the error narrowed down from the currently available information about the error, and a list of additional information that needs to be obtained to further narrow down the candidates.

[0055] In S807, the diagnostic server 200 provides the list of potential root causes obtained by the diagnostic process and the list of additional information that needs to be acquired to the web browser as a display such as a diagnostic result screen 1000, as shown as an example in Figure 10.

[0056] The diagnostic result screen 1000 displays information 1002 about the MFP to be diagnosed, which is indicated by the input device serial number, and user information 1001 about the user who owns the MFP. The diagnostic result screen 1000 also displays information 1003 about the job in which the error to be diagnosed, extracted in S805, has occurred, and true cause candidates 1007 acquired in the diagnostic processing in S806. Furthermore, the diagnostic result screen 1000 displays, for each true cause candidate, processing 1008 required to deal with the respective error and information 1009 that must be acquired additionally to determine the true cause. At the time of the diagnostic processing in S806, there may be multiple true cause candidates, in which case the display will be as shown by 1004, 1005, and 1006.

[0057] Furthermore, for each true cause candidate, a summary of the information that needs to be additionally acquired in order to confirm it as the true cause is displayed in 1010. Of this additional information that needs to be acquired, data that can be acquired by communicating with the MFP can be acquired by operating individual acquisition buttons 1011, 1013, 1014, 1015 or batch acquisition button 1017. On the other hand, for information that needs to be obtained by asking the user, operating input button 1012 opens an input screen, allowing the operator to input the information that has been asked.

[0058] The data obtained by the diagnostic server 200 after operating the individual acquisition buttons 1011, 1013, 1014, 1015, the bulk acquisition button 1017, the input button 1012, etc. is additionally saved as information related to the job in which the error obtained in S805 occurred, and will be used in subsequent diagnostic processing.

[0059] In S808, the diagnostic server 200 checks whether the diagnosis has been finalized. If, as in the diagnosis result screen 1000 displayed in FIG. 10, multiple candidates remain and the diagnosis has not been finalized, the operator can operate the input button 1012. The diagnostic server 200 checks whether an instruction to input the hearing results from an input screen (not shown) has been issued by operating the input button 1012 (S809). If the input button 1012 has been operated, the diagnostic server 200 provides an additional input screen in S810 and checks whether the input from the input screen has been finalized in S811. If the input from the input screen has been finalized, the process proceeds to S816. If it has not been finalized, the process returns to S809.

[0060] In the example of Figure 10, the input button 1012 targets the name of an email service, meaning that the information to be collected is, for example, the name of an email service provided by a desired service provider used by the customer. Therefore, it is conceivable to list the names of email services that can be diagnosed in the diagnostic process described below, and have the customer select one from the list. This format does not limit the present patent, and other formats such as multiple choice or free description may be used as long as they are usable in the diagnosis.

[0061] Furthermore, in S812, the diagnostic server 200 checks whether an individual instruction to acquire data such as setting values ​​has been issued by operating at least one of the individual acquisition buttons 1011, 1013, 1014, and 1015. If an instruction has been issued, in S813 the diagnostic server 200 transmits to the MFP 100 a request to acquire data corresponding to the one or more buttons that have been operated. By receiving a response to this request from the MFP 100, the diagnostic server 200 acquires the necessary data.

[0062] In the example of Figure 10, 1011 corresponds to the SMTP server address, 1013 corresponds to the sender's email address, 1014 corresponds to the SMTP extended status code in the event of an error, and 1015 corresponds to the DNS settings, and a request to obtain the setting value corresponding to the pressed button is sent to MFP 100.

[0063] Furthermore, in S814, the diagnostic server 200 checks whether an instruction to acquire all necessary data such as setting values ​​in a batch has been issued by operating the batch acquisition button 1017. If an instruction has been issued, in S815 the diagnostic server 200 transmits to the MFP 100 one or more requests to acquire all data targeted by the individual acquisition buttons 1011, 1013, 1014, and 1015. By receiving responses to these requests from the MFP 100, the diagnostic server 200 acquires the necessary data.

[0064] In S816, the diagnostic server 200 checks whether a rediagnosis instruction has been issued by operating the rediagnosis button 1108. If an instruction has been issued, the diagnostic server 200 executes the rediagnosis process (S817) described below. The diagnostic server 200 then provides the web browser with a rediagnosis result screen (S818). Since the rediagnosis narrows down the true cause candidates to one, it is assumed that the rediagnosis result screen will become a diagnostic result screen 1100 such as that shown in FIG. 11.

[0065] In S819, the diagnostic server 200, after displaying the rediagnosis result screen, checks whether a treatment instruction has been given by operating the treatment button 1108. If a treatment instruction has been given, the diagnostic server 200 executes the treatment process (S820) described below, and then the process returns to S802. If a treatment instruction has not been given, in S824 the diagnostic server 200 checks whether the end button 1109 has been operated. If this operation has been given, the process returns to S802, and if the end button 1109 has not been operated, the process returns to S819.

[0066] If there is no instruction to perform re-diagnosis in S816, in S823 the diagnostic server 200 checks whether there is an instruction to stop by operating the end button 1019. If there is an instruction to stop, this process returns to S802, and if there is no instruction to stop, this process returns to S809.

[0067] Depending on the phenomenon, the result of the diagnosis (S806) may be reduced to one candidate true cause, and the true cause may already be determined, as shown in the diagnosis result screen 1100 illustrated in Fig. 11. Therefore, in S808, the diagnostic server 200 checks whether the candidate has been reduced to one and the diagnosis has been determined. If the diagnosis has been determined, the process proceeds to S819.

[0068] Steps S803 to S807 in the flowchart of FIG. 8 correspond to steps S409 to S412 in the sequence of FIG. 4, and steps S816 to S818 correspond to steps S415 to S419 in the sequence of FIG.

[0069] [Diagnosis Processing and Re-Diagnosis Processing] The diagnosis processing and re-diagnosis processing executed by the diagnosis server 200 will be described with reference to the flowchart of Fig. 12. This describes the specific processing of S806 and S817 described above.

[0070] In this embodiment, the diagnostic process and the re-diagnosis process have the same processing logic. However, the re-diagnosis process differs in that, since more information is available for diagnosis, more detailed narrowing down may result in obtaining a different, more accurate result. Note that the re-diagnosis process can be controlled to omit some of the processes other than the diagnostic process related to the newly acquired information.

[0071] When the diagnosis / re-diagnosis process is started, the diagnostic server 200 acquires a diagnostic flow (S1202). The diagnostic server 200 can acquire one or more diagnostic flows based on information about the target device and execute diagnostic processes in parallel.

[0072] An excerpt from a diagnostic flow is shown in Figure 13 as an example. A diagnostic flow exists for each function that is causing an error, and the diagnostic flow that matches the information about the error searched in S805 is obtained. Figure 13 explains the diagnostic flow for the email sending function as an example.

[0073] The diagnostic flow shown in FIG. 13 includes steps for multiple judgment conditions and elements indicating diagnostic results (diagnostic results A to G). In each judgment condition step, the diagnostic server 200 determines the information and conditions used for the judgment based on the operational information and configuration information acquired from the target device via the network, information received as input from the operator, and other information. A check process is performed to determine whether each condition is met (Yes) or not (No). The judgment content is as shown in the figure, and a detailed description will be omitted. The diagnostic server 200 transitions the process based on this judgment and ultimately obtains the content of an element indicating one of the diagnostic results. The diagnostic result includes the true cause of the error and a solution to resolve that true cause. Note that, depending on the type of diagnostic flow, there are flows that output multiple possible true causes of the error and a solution to resolve that true cause.

[0074] Next, the diagnostic server 200 initializes a true cause candidate list (S1203) as an area for storing the results of the diagnosis. The diagnostic server 200 also initializes an unprocessed judgment condition list (S1204) as an area for storing temporary information when performing diagnostic processing. Furthermore, the diagnostic server 200 initializes an information list (S1205) as an area for storing information that needs to be additionally acquired.

[0075] In S1206, the diagnostic server 200 acquires the judgment condition that is the starting point of the diagnostic flow acquired in S1202, and in S1207 adds the judgment condition to the list of unprocessed judgment conditions.

[0076] In S1208, the diagnostic server 200 checks whether any judgment conditions remain in the unprocessed judgment condition list. If any judgment conditions remain, the process proceeds to S1209. If no judgment conditions remain, the process ends and the next process shown in FIG. 8 is executed.

[0077] In S1209, the diagnostic server 200 extracts one judgment condition from the list of unprocessed judgment conditions. Next, the diagnostic server 200 determines whether the information to be judged contained in the acquired judgment condition has already been acquired (S1210), and if so, determines whether the information to be judged satisfies or matches the judgment condition contained in the acquired judgment condition (S1211).

[0078] If the condition is met in S1211, the diagnostic server 200 acquires the elements connected to the "Yes" side of the judgment condition element (S1212); if the condition is not met, the diagnostic server 200 acquires the elements connected to the "No" side of the judgment condition element (S1213).

[0079] In S1214, the diagnostic server 200 determines whether the element acquired in S1212 or S1213 is a diagnostic result. If it is a diagnostic result, the diagnostic server 200 adds the acquired diagnostic result element to the root cause list (S1215). If no diagnostic result is obtained, the diagnostic server 200 adds the acquired element to the unprocessed judgment condition list (S1216). After executing S1215 or S1216, the process returns to S1208, and the diagnostic server 200 repeats the process until there are no unprocessed judgment conditions left in the unprocessed judgment condition list.

[0080] If the information required for the judgment was not acquired in S1210, the diagnostic server 200 adds the information included in the judgment condition to be judged to a list of information that needs to be acquired (S1217). Next, the diagnostic server 200 acquires elements connected to both the "Yes" and "No" of the judgment condition (S1218). The diagnostic server 200 checks whether the acquired element contains a diagnosis result (S1219). If so, it adds the diagnosis result element to the root cause list (S1220). If no diagnosis result is included in S1219 or after performing the steps in S1220, the diagnostic server 200 checks whether the element contains a judgment condition element (S1221). If a judgment condition element is included, it adds the judgment condition to the list of unprocessed judgment conditions (S1222). If no judgment condition is included in S1221 or after performing the steps in S1222, the process returns to S1208.

[0081] When the diagnosis process and re-diagnosis process are completed, the diagnosis results in the true cause candidate list and the information remaining in the list of information that needs to be additionally acquired will be used to display the diagnosis result screen (S807) and the re-diagnosis result screen (S818). In addition, whether there is one diagnosis result in the true cause candidate list will be used in the diagnosis confirmation judgment (S808).

[0082] [Treatment Process] The treatment process (details of S820) in the diagnostic server 200 will be described using the flowchart in Fig. 14. The treatment process is executed when a diagnosis is confirmed in the diagnostic process or after the re-diagnosis process is completed, so there is only one candidate diagnostic result.

[0083] When processing begins, the diagnostic server 200 determines whether the measures included in the diagnostic results can be completed simply by changing the setting values ​​transmitted to the MFP 100 (S1402). If the measures can be completed simply by changing the setting values, the process proceeds to S1403. If the measures include measures that require manual work at the installation location of the MFP 100 other than the transmission of setting values, a visit by a service technician to perform maintenance on the MFP is scheduled (S1409), and the process ends. This reservation is confirmed based on the customer's schedule and the service technician's schedule.

[0084] In S1403, the diagnostic server 200 provides a web browser or the like with a distribution reservation screen 1500 such as the example shown in Fig. 15. The distribution reservation screen 1500 has a distribution setting value display field 1501 showing information on setting values ​​to be distributed to the MFP 100 as a countermeasure included in the confirmed diagnostic result, a time specified distribution button 1502 for specifying a distribution time, an immediate distribution button 1503 for performing immediate distribution, a time input field 1504 for specifying a distribution time, a confirm button 1505 for confirming the input, and an end button 1506 for ending without making a distribution reservation.

[0085] If the diagnostic server 200 detects an operation on the confirm button 1505 in S1404, the process proceeds to S1405, and if not, the process proceeds to S1410.

[0086] Here, the user operates the MFP 100 to immediately distribute or schedule distribution of the settings entered in the distribution setting value display field 1501 in Fig. 15. The time-specified distribution button 1502 and the immediate distribution button 1503 are toggle switches, and only one of them can be enabled.

[0087] In S1405, the diagnostic server 200 checks whether the immediate delivery button 1503 is enabled. If the immediate delivery button 1503 is enabled, the diagnostic server 200 immediately delivers the setting values ​​included as necessary measures to the MFP 100 via the network in response to pressing of the confirm button 1505 (S1406). This delivery is immediately executed via the delivery system.

[0088] If the immediate delivery button 1503 is disabled (the time-specified delivery button 1502 is enabled), the diagnostic server 200 sets a reservation in the delivery system for delivering the setting value at the time entered in the time input field 1504 (S1408).

[0089] Various protocols such as WebSocket and MQTT can be used as protocols for the diagnostic server 200 to distribute setting values ​​to the MFP 100. The distribution system manages reservations for distribution of setting values ​​and distributes data to the MFP 100 at the specified time.

[0090] In S1410, it is checked whether the end button 1506 has been operated. If an end instruction has been given by operating the end button 1506, the process ends, and if not, the process returns to S1404.

[0091] Other Embodiments The present invention also includes devices, systems, and methods configured by appropriately combining the above-described embodiments.

[0092] Here, the present invention is a device or system that executes one or more software programs (programs) that realize the functions of the above-described embodiments. Also, a method for implementing the above-described embodiments executed by the device or system is also one aspect of the present invention. The program is supplied to the system or device via a network or various storage media, and is read into one or more memories and executed by one or more computers (CPUs, MPUs, etc.) of the system or device. In other words, the present invention also includes the program itself or various storage media that store the program and are readable by a computer. The present invention can also be realized by a circuit (e.g., an ASIC) that realizes the functions of the above-described embodiments.

[0093] The present invention is not limited to the above-described embodiments, and various modifications and variations can be made without departing from the spirit and scope of the present invention. Therefore, to apprise the public of the scope of the present invention, the following claims are appended.

[0094] This application claims priority based on Japanese Patent Application No. 2023-118861, filed on July 21, 2023, the entire contents of which are incorporated herein by reference.

[0095] 100 MFP 200 Diagnostic server

Claims

1. A diagnostic system comprising: a diagnostic means for executing a diagnostic process using operation information and setting values ​​of an image processing device to diagnose the cause of a problem occurring in the image processing device and a remedy for the problem; a providing means for providing a screen displaying the diagnostic results of the diagnostic process and information required for rediagnosis from the image processing device; and a receiving means for receiving at least one instruction for a process for obtaining the information required for rediagnosis from the image processing device via the screen and a process for an operator to input the information, wherein the diagnostic means re-executes the diagnostic process based on the information required for rediagnosis.

2. The diagnostic system described in claim 1, characterized in that the receiving means is capable of receiving, via the screen, instructions for executing a procedure included in the diagnostic result, and if the procedure included in the diagnostic result is the distribution of setting values ​​to the image processing device, the providing means further provides a distribution reservation screen for setting the distribution of the setting values.

3. The diagnostic system according to claim 2, wherein a setting value is distributed to said image processing device using a distribution system in accordance with the settings on said distribution reservation screen.

4. The diagnostic system according to claim 1, further comprising a request means for requesting, via a network, operation information used in said diagnostic processing from said image processing device.

5. A method in a diagnostic system, comprising: a diagnostic step of executing a diagnostic process for diagnosing the cause of a problem occurring in an image processing device and a remedy for the problem, using operation information on the image processing device and setting values ​​of the image processing device; a providing step of providing a screen for displaying the diagnostic results of the diagnostic process and information required for rediagnosis from the image processing device; and a receiving step of receiving at least one instruction for a process for obtaining the information required for rediagnosis from the image processing device via the screen and a process for input by an operator, wherein the diagnostic process is executed again based on the information required for rediagnosis.

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