Relay Server Session Management for MFP Remote Support
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Solution Overview
Problem
Conventional remote support services for multi-function printers face challenges in reducing server processing load due to random and unnecessary connections, leading to increased load on session management servers.
Innovation Solution
An information processing system that includes an image forming apparatus, an information processing apparatus, and a relay server, where the apparatuses request and use temporary authentication information and session IDs via the relay server to establish secure communication, ensuring that only authorized connections are made, thereby reducing server load.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If the conventional technique allows any multi-function printer to connect at any time through user operation, then user-friendliness is improved, but the processing load of the server increases
Solution Approach 1:
The system performs preliminary actions by having the call center terminal initiate the connection request and obtain the session ID and inquiry code before the user needs to connect. This prepares the authentication credentials in advance, so when the user needs remote support, the connection can be established quickly without generating new authentication data, thus reducing server load while maintaining ease of use.
Solution Approach 2:
The system dynamically adjusts the connection initiation timing - instead of allowing random user-initiated connections at any time, the connection process is dynamically structured so that the call center terminal initiates the connection when needed. This dynamic approach maintains user-friendliness through the inquiry code exchange while controlling server load by limiting when authentication requests are generated.
2Adaptability or versatility
If the system uses HTTP to establish session between information terminals blocked by firewall, then connection compatibility is improved, but security control is weakened
Solution Approach 1:
The relay server acts as an intermediary between the call center terminal and the multi-function printer. It receives authentication requests from the call center terminal, generates session IDs and inquiry codes, and manages the connection establishment. This intermediary approach allows HTTP-based communication that works through firewalls while maintaining security control through centralized authentication management and session validation.
Solution Approach 2:
The system uses inquiry codes as a form of copied authentication credential that can be transmitted through various channels (display, print, notification) from the call center terminal to the user, who then inputs it at the multi-function printer. This copying mechanism enables firewall-compatible HTTP communication while preserving security through the relay server's validation of the inquiry code against the generated session ID.
Data Source
AI summary
The present remote support system is provided as an information processing system including an image forming apparatus, an information processing apparatus, and a relay server. The present information processing apparatus obtains a first session ID and temporary authentication information for communicating with the image forming apparatus via the relay server by transmitting a request to the relay server, and the information processing apparatus displays the temporary authentication information on a display. Also, the present image forming apparatus accepts temporary authentication information via user input and uses the temporary authentication information to transmit a request to the relay server to obtain a second session ID for communicating with the information processing apparatus via the relay server.