Relay Server Architecture for Secure Remote Image Processing Support
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Solution Overview
Problem
Existing communication systems for remote support of image processing apparatuses face challenges in securely connecting devices across firewalls, limiting the ability to provide remote maintenance and support services efficiently.
Innovation Solution
A communication system that employs a relay server to facilitate secure communication between image processing apparatuses and call center PCs by using HTTP client and server functions, with a management server managing support URLs and relay information to bypass firewall restrictions, enabling secure remote support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a firewall is configured to reject connection from outside terminals to inside terminals, then security is improved, but remote support capability deteriorates
Solution Approach 1:
A relay server is introduced as an intermediary component between the image forming apparatus (inside firewall) and external terminals (outside firewall). The relay server receives connection requests from external terminals, establishes connections through the firewall to the image forming apparatus, and forwards data bidirectionally. This mediator enables remote support functionality without requiring direct external connections, thus maintaining firewall security while achieving remote accessibility.
2Reliability
If each image forming apparatus needs to be notified of the appropriate call center for remote support, then service accuracy is improved, but operational complexity deteriorates
Solution Approach 1:
The image forming apparatus automatically performs service provider identification and notification functions without requiring user intervention. When a remote support connection is established, the apparatus autonomously identifies the service provider through the relay server, retrieves the appropriate call center information, and notifies the call center automatically. This self-service mechanism eliminates manual notification steps while ensuring accurate routing to the correct support provider.
Data Source
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AI summary
A communication system includes an image processing apparatus, a supporting apparatus capable of providing the remote support service to a user of the image processing apparatus, and a management server configured to associate the image processing apparatus with the supporting apparatus providing the remote support to the image processing apparatus to manage the image processing apparatus and the supporting apparatus. Upon receipt of the remote support service start request from the user, the image processing apparatus requests a relay server to allocate relay information for communication via the relay server, and notifies the management server of the relay information allocated by the relay server. The management server notifies the supporting apparatus managed in association with the image processing apparatus of the relay information. Using the relay information enables the image processing apparatus and the supporting apparatus to communicate with each other to provide the remote support via the relay server.