Relay Server Session Resumption After MFP Restart
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Solution Overview
Problem
Remote maintenance of multifunction peripherals (MFPs) is disrupted when they restart, requiring users to reconnect to the relay server, which can be inconvenient and inefficient, especially for call-center operators who need to resume maintenance sessions.
Innovation Solution
A relay server manages multiple memory regions for communication support between MFPs and operator PCs, associating identification information to facilitate automatic reconnection and session resumption after an MFP restart, allowing the system to identify and assign the correct memory region for continued remote support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the MFP automatically reconnects to the relay server after restart using stored information, then user effort is reduced, but a new identifier is issued requiring operator intervention to resume the session
Solution Approach 1:
The relay server acts as an intermediary that stores and manages the association between the MFP's identification information and the operator PC's identification information. When the MFP reconnects after restart, the relay server automatically matches it with the original operator PC using the stored association, eliminating the need for operator intervention to re-establish the session.
Solution Approach 2:
The system performs preliminary action by storing the association between MFP and operator PC identification information before the MFP restarts. This pre-stored information enables automatic reconnection and session resumption without requiring operator intervention after the restart occurs.
2Reliability
If the session is disconnected during MFP restart, then the system follows standard connection procedures, but remote maintenance cannot be continued without re-establishing the session
Solution Approach 1:
The relay server maintains continuous session information by storing the association between MFP and operator PC identification information. When the MFP restarts, this stored information enables immediate re-establishment of the communication session, ensuring continuity of the remote maintenance action without interruption or time loss.
3Productivity
If a new identifier is issued upon reconnection, then the relay server follows standard protocol, but the operator must again elicit and input the identifier to resume maintenance
Solution Approach 1:
The relay server stores the association between MFP and operator PC identification information, acting as an intermediary that automatically matches reconnected MFPs with their original operator PCs. This eliminates the need for operators to re-elic it and re-input identifiers, streamlining the resumption procedure and improving maintenance efficiency.
Data Source
AI summary
A relay server associates an account of an MFP (image processing apparatus) and an account of an operator PC (information processing apparatus) in a case where remote support for the MFP by the operator PC is started by using a support room assigned to the MFP. In a case where an extension of the remote support is requested from the operator PC after a reconnection by the MFP is performed, the relay server identifies a support room newly assigned, due to the reconnection, to the MFP 101 that is the target of the remote support, based on the account of the MFP associated with the account of the operator PC. The relay server transmits to the operator PC a support room ID corresponding to the identified support room.