Remote Maintenance Relay Server Authentication for Image Formers
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Solution Overview
Problem
Existing remote maintenance services for image forming apparatuses face challenges in efficiently connecting and authenticating devices across different firewalls, requiring manual input of relay server information by servicemen, which is time-consuming and prone to errors.
Innovation Solution
A communication system that allows image forming apparatuses and call centers to communicate via an appropriate relay server by using a shared support URL, managed by a management server that authenticates and verifies connections, reducing the need for manual input and enhancing security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual input of relay server information is required by serviceman, then connection to relay server can be established, but it is time-consuming and prone to errors
Solution Approach 1:
The image forming apparatus automatically acquires relay server information from the management server without requiring manual input by serviceman. The apparatus autonomously performs authentication and connection setup, eliminating human intervention in the information input process and thereby reducing both time consumption and errors.
Solution Approach 2:
The management server pre-stores relay server information and authentication credentials in advance. When an image forming apparatus needs to connect, the required information is already prepared and can be immediately retrieved, eliminating the need for real-time manual configuration and accelerating the connection process.
2Reliability
If relay server is prepared for each sales organization, then security is ensured, but device complexity increases
Solution Approach 1:
The management server serves multiple sales organizations and manages multiple relay servers through a single unified system. Instead of requiring each sales organization to maintain separate relay server infrastructure, the management server provides centralized management that can accommodate multiple organizations, thereby reducing overall system complexity while maintaining security through organization-specific authentication.
3Ease of operation
If image forming apparatus stores relay server information locally, then connection can be established, but information management becomes complex
Solution Approach 1:
The management server acts as an intermediary that centrally manages relay server information for all image forming apparatuses. Instead of requiring each apparatus to store and manage relay server information locally, the management server provides a centralized information source that apparatuses can query as needed, simplifying information management while maintaining connection capability.
Data Source
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AI summary
An image forming apparatus (100) capable of receiving remote control support by an information processing apparatus (110) via a relay server (120), the image forming apparatus instructs to start the remote control support and transmits an authentication request to a management server (130) in accordance with the instruction, receives connection information to the relay server, that is transmitted from the management server in response to the authentication request , and request the relay server based on the connection information to create access information to the relay server for the remote control support. Upon obtaining the access information from the relay server in response to the request, the image forming apparatus communicates information with the information processing apparatus via the relay server based on the access information.