Mobile Device Server System for Office Equipment Troubleshooting
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Solution Overview
Problem
Conventional troubleshooting methods for office equipment, such as printers and copiers, face challenges due to the complexity of hardware and software issues, which are difficult to replicate and diagnose, especially when users lack technical training and access to necessary information, leading to sub-optimal resolution processes mediated solely through verbal communication.
Innovation Solution
A communication system utilizing a mobile phone connected to a server, which provides service-related information through a user interface, allowing users to capture images, enter textual information, and speak about device issues, enabling the server to process and return relevant service information, including visual and audio data, to facilitate collaborative troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users attempt to troubleshoot complex hardware and software issues without technical training, then they may resolve simple problems, but they cannot accurately diagnose and service sophisticated machine issues
Solution Approach 1:
The patent introduces a mobile device as an intermediary between the user and the machine. The mobile device captures images of the machine, transmits them to a server, and receives enhanced documentation back. This intermediary system bridges the gap between non-technical users and complex machine diagnostics, enabling users to effectively troubleshoot without requiring technical expertise.
Solution Approach 2:
The system creates visual copies of the machine through mobile device photography. These images are transmitted to a server that retrieves and displays corresponding documentation. This copying mechanism allows users to view accurate technical information about machine components and states without needing to physically inspect or interpret complex hardware themselves.
2Productivity
If troubleshooting is conducted through telephone communication only, then users can contact support, but communication efficiency is reduced and problem resolution is delayed
Solution Approach 1:
The patent replaces the mechanical/verbal communication system (telephone) with an electronic visual communication system. Instead of verbally describing machine issues, users capture images with their mobile devices and transmit them electronically. This substitution eliminates the information loss inherent in verbal communication and enables more accurate, efficient problem diagnosis.
Solution Approach 2:
The system adds a visual dimension to the troubleshooting communication process. By incorporating image capture and transmission capabilities, the system moves from one-dimensional verbal communication to multi-dimensional visual communication, allowing for more complete information exchange between users and support systems.
3Adaptability or versatility
If detailed service documentation is made available to users, then they can troubleshoot independently, but the complexity of delivering device-specific information increases
Solution Approach 1:
The patent employs a universal mobile device platform that can serve multiple functions: capturing machine images, transmitting data, displaying documentation, and providing voice feedback. This universal platform eliminates the need for device-specific troubleshooting systems, reducing overall system complexity while maintaining broad adaptability across different machine types and user needs.
Data Source
AI summary
Disclosed is a method and system for delivering device specific service information to a mobile platform. According to an exemplary system, a mobile phone and a Device Assist Server are operatively connected to prompt a user to capture relevant device information using a camera associated with the mobile phone. A remote Device Assist Server processes this device information and provides service related information to the user via the mobile phone.