Printer Service Call System with Automated Error Reporting
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Solution Overview
Problem
Users face difficulties in reporting undetectable errors with printing devices, as they need to explain complex issues over the phone, making it hard for technicians to identify the problem and initiate appropriate solutions.
Innovation Solution
A method that allows printing devices to send usage status information to a management system, which includes printing device identification, and performs processing based on this information, enabling automated error inference and notification, reducing the need for user explanation and simplifying issue handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users make phone calls to explain error conditions manually, then technicians can receive error information, but the process becomes complicated and time-consuming due to the need to explain model numbers, device options, installation location, and network address
Solution Approach 1:
The printing device automatically transmits its own identification information (model number, device options, installation location, network address) and error condition information to the management system without requiring user intervention for data collection. The device serves itself by gathering and sending the necessary diagnostic data autonomously when an error occurs.
Solution Approach 2:
A management system acts as an intermediary between the printing device and the technician. The management system receives automatic notifications from the printing device, extracts relevant information, and presents it to the technician in a structured format, eliminating the need for users to directly communicate complex device details over the phone.
2Reliability
If users explain error conditions over the phone, then technicians can identify problems, but it is difficult to convey undetectable errors such as background work-up, missing dots, uneven halftones, and back surface dirtiness correctly
Solution Approach 1:
The system creates a digital copy of the error condition by transmitting images or visual data of the printing defects (background work-up, missing dots, uneven halftones, back surface dirtiness) from the printing device to the management system. This allows technicians to view actual copies of the error conditions rather than relying on verbal descriptions.
Solution Approach 2:
The management system serves as an intermediary that receives and processes visual error data from the printing device, then presents this information to the technician. This intermediary role ensures that the error conditions are accurately transmitted and preserved without degradation during the reporting process.
3Productivity
If users directly convey error conditions to technicians, then problem handling can be initiated, but the complexity of device identification and error description increases the difficulty of immediate problem resolution
Solution Approach 1:
The printing device pre-configures and stores all necessary identification information (model number, device options, installation location, network address) and error diagnostic data before an error occurs. When an error happens, this information is immediately available for automatic transmission, eliminating the need for users to gather this information during the error reporting process.
Solution Approach 2:
The printing device automatically performs the complex task of gathering, formatting, and transmitting its own identification and error information to the management system. This self-service capability handles the complexity of information transmission without requiring user involvement, thereby speeding up problem resolution.
Data Source
AI summary
On the printer PRT, there is a service call button installed on an operating panel 200 for notifying the management system 100 of a repair request when an error occurs that is difficult for the printer itself to detect, such as when during printing processing, work-up of the back surface, or missing dots occur. When it receives notice that the service call button has been pressed, the management system 100 creates a web page 500 that displays the input screen for inputting the details of the error contents, notes the URL of the web page 500 on an e-mail 10 and sends this to the user. Information relating to the printer PRT such as the usage history, years of use, and model, etc. stored in the database DB are reflected in the web page 500. For example, error contents inference from the usage history are selectively displayed, or errors that occurred before the service call button was pressed are displayed.