Printer Job Log Diagnosis for Self-Service Problem Resolution
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Solution Overview
Problem
Users of multi-function printers face issues such as errors or unexpected output failures during job execution, necessitating external support from call centers or service personnel, which is inefficient and costly.
Innovation Solution
An information processing apparatus within the printer that allows users to diagnose and resolve issues by selecting a problem symptom, retrieving relevant job logs, and displaying potential solutions based on the obtained information and setting data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users contact call centers or service personnel for printer problems, then problem resolution is achieved, but time loss and operational efficiency deteriorate
Solution Approach 1:
The system enables users to independently diagnose and resolve printer problems through an automated interface that guides them through problem selection, log analysis, and solution implementation without requiring external support personnel
Solution Approach 2:
The system performs preliminary diagnostic actions by automatically analyzing job logs and identifying potential problems before users need external support, preparing diagnostic information in advance to enable immediate self-resolution
2Ease of operation
If generic solution displays are provided, then implementation simplicity is improved, but solution effectiveness deteriorates
Solution Approach 1:
The system provides customized solutions tailored to each specific problem instance by analyzing unique job log characteristics and problem symptoms, ensuring that the displayed solution precisely matches the user's actual issue rather than providing generic advice
Solution Approach 2:
The system uses feedback from job log analysis and problem symptom selection to dynamically generate and display appropriate solutions, continuously adapting the information presented based on the specific diagnostic findings
3Measurement precision
If detailed job log analysis is performed, then diagnostic precision is improved, but processing complexity increases
Solution Approach 1:
The system extracts only the relevant diagnostic information needed for problem identification from the comprehensive job logs, separating essential diagnostic data from unnecessary details to maintain simplicity while achieving high diagnostic precision
Solution Approach 2:
The diagnostic process is segmented into distinct steps including problem symptom selection, job log retrieval, automated analysis, and solution display, allowing complex analysis to be broken down into manageable stages that reduce perceived system complexity
Data Source
AI summary
An information processing apparatus includes a first obtaining unit configured to obtain information on an item selected by a user from items each specifying a problem tending to occur in execution of a print job; a second obtaining unit configured to obtain setting information of a print job selected by the user from print jobs which were executed by an image forming apparatus and which were extracted as candidates for a job in which the problem specified by the selected item occurred; and a display control unit configured to display a screen which contains a solution for the problem based on the information obtained by the first obtaining unit and contains the setting information of the print job obtained by the second obtaining unit.