Error solution information providing system, error solution information provider apparatus, and electronic apparatus

An electronic apparatus is configured to, in a period from returning from an energy-saving mode to determining to change to the energy-saving mode, capture screenshot data every time the first controller circuit detects input from a user into the input device, the screenshot data being data of a screen displayed on the first display device, determine an error code, the error code identifying an error that occurred in the period, and generate a screenshot log and store the screenshot log in the first storage device, the screenshot log including a series of the screenshot data in the period and the error code identifying the error that occurred in the period, receive the screenshot log send request from the error solution information provider apparatus, and then send the screenshot log stored in the first storage device to the error solution information provider apparatus.

CROSS-REFERENCE TO RELATED PATENT APPLICATION

This application claims the benefit of Japanese Priority Patent Application JP 2019-060099 filed Mar. 27, 2019, the entire contents of which are incorporated herein by reference.

FIELD OF THE DISCLOSURE

The present disclosure relates to an error solution information provider apparatus configured to provide error solution information to an electronic apparatus in which an error occurred. The present disclosure further relates to the electronic apparatus. The present disclosure further relates to an error solution information providing system including the electronic apparatus and the error solution information provider apparatus.

BACKGROUND OF THE DISCLOSURE

There is known an error solution information provider apparatus configured to provide error solution information to an electronic apparatus in which an error occurred.

SUMMARY OF THE DISCLOSURE

It is desirable to appropriately provide error solution information to an electronic apparatus in which an error occurred.

According to an embodiment of the present disclosure, there is provided an error solution information providing system, including:an electronic apparatus including an input device, a first display device, a first storage device, and a first controller circuit;an error solution information provider apparatus including a second controller circuit, the error solution information provider apparatus being communicably connected to the electronic apparatus; anda database apparatus including a second storage device, the database apparatus being communicably connected to the error solution information provider apparatus,the first controller circuit of the electronic apparatus being configured toin a period from returning from an energy-saving mode to determining to change to the energy-saving mode, capture screenshot data every time the first controller circuit detects input from a user into the input device, the screenshot data being data of a screen displayed on the first display device,determine an error code, the error code identifying an error that occurred in the period, andgenerate a screenshot log and store the screenshot log in the first storage device, the screenshot log including a series of the screenshot data in the period and the error code identifying the error that occurred in the period,the second controller circuit of the error solution information provider apparatus being configured todetect that the error occurred in the electronic apparatus, and thensend a screenshot log send request to the electronic apparatus, the screenshot log send request requesting to send the screenshot log,the first controller circuit of the electronic apparatus being configured toreceive the screenshot log send request from the error solution information provider apparatus, and thensend the screenshot log stored in the first storage device to the error solution information provider apparatus,the second controller circuit of the error solution information provider apparatus being configured toreceive the screenshot log from the electronic apparatus,send error solution information to the electronic apparatus, the error solution information being stored in the second storage device in association with at least a part of the series of screenshot data and the error code included in the screenshot log, the error solution information being information for a solution to the error identified by the error code, andsend a screenshot log delete request to the electronic apparatus, the screenshot log delete request requesting to delete the screenshot log stored in the first storage device.

According to an embodiment of the present disclosure, there is provided an error solution information provider apparatus communicably connected toan electronic apparatus including an input device, a first display device, a first storage device, and a first controller circuit, anda database apparatus including a second storage device,the error solution information provider apparatus including:a second controller circuit,the first controller circuit of the electronic apparatus being configured toin a period from returning from an energy-saving mode to determining to change to the energy-saving mode, capture screenshot data every time the first controller circuit detects input from a user into the input device, the screenshot data being data of a screen displayed on the first display device,determine an error code, the error code identifying an error that occurred in the period, andgenerate a screenshot log and store the screenshot log in the first storage device, the screenshot log including a series of the screenshot data in the period and the error code identifying the error that occurred in the period,the second controller circuit of the error solution information provider apparatus being configured todetect that the error occurred in the electronic apparatus, and thensend a screenshot log send request to the electronic apparatus, the screenshot log send request requesting to send the screenshot log,the first controller circuit of the electronic apparatus being configured toreceive the screenshot log send request from the error solution information provider apparatus, and thensend the screenshot log stored in the first storage device to the error solution information provider apparatus,the second controller circuit of the error solution information provider apparatus being configured toreceive the screenshot log from the electronic apparatus,send error solution information to the electronic apparatus, the error solution information being stored in the second storage device in association with at least a part of the series of screenshot data and the error code included in the screenshot log, the error solution information being information for a solution to the error identified by the error code, andsend a screenshot log delete request to the electronic apparatus, the screenshot log delete request requesting to delete the screenshot log stored in the first storage device.

According to an embodiment of the present disclosure, there is provided an electronic apparatus communicably connected toa database apparatus including a second storage device, andan error solution information provider apparatus including a second controller circuit,the electronic apparatus including:an input device;a first display device;a first storage device; anda first controller circuit,the first controller circuit of the electronic apparatus being configured toin a period from returning from an energy-saving mode to determining to change to the energy-saving mode, capture screenshot data every time the first controller circuit detects input from a user into the input device, the screenshot data being data of a screen displayed on the first display device,determine an error code, the error code identifying an error that occurred in the period, andgenerate a screenshot log and store the screenshot log in the first storage device, the screenshot log including a series of the screenshot data in the period and the error code identifying the error that occurred in the period,the second controller circuit of the error solution information provider apparatus being configured todetect that the error occurred in the electronic apparatus, and thensend a screenshot log send request to the electronic apparatus, the screenshot log send request requesting to send the screenshot log,the first controller circuit of the electronic apparatus being configured toreceive the screenshot log send request from the error solution information provider apparatus, and thensend the screenshot log stored in the first storage device to the error solution information provider apparatus,the second controller circuit of the error solution information provider apparatus being configured toreceive the screenshot log from the electronic apparatus,send error solution information to the electronic apparatus, the error solution information being stored in the second storage device in association with at least a part of the series of screenshot data and the error code included in the screenshot log, the error solution information being information for a solution to the error identified by the error code, andsend a screenshot log delete request to the electronic apparatus, the screenshot log delete request requesting to delete the screenshot log stored in the first storage device.

DETAILED DESCRIPTION OF THE EXEMPLARY EMBODIMENTS

1. Error Solution Information Providing System

FIG. 1shows an error solution information providing system according to an embodiment of the present disclosure.

The error solution information providing system1includes the electronic apparatus10, the error solution information provider apparatus20, and the database apparatus30. The electronic apparatus10is communicably connected to the error solution information provider apparatus20via the network N1such as the Internet. The error solution information provider apparatus20is communicably connected to the database apparatus30via the network N2such as the Internet or a LAN. Hereinafter, the networks N1and N2will be simply denoted by and referred to as the network N. The error solution information providing system1may include multiple electronic apparatuses10and multiple error solution information provider apparatuses20. In the present embodiment, the error solution information providing system1includes the single electronic apparatus10and the single error solution information provider apparatus20.

An end user uses the electronic apparatus10. The electronic apparatus10includes a display device (display or touch panel). The electronic apparatus10is, for example, an image forming apparatus (MFP, Multifunction Peripheral).

An operator, who works for a support service for the electronic apparatus10, uses the error solution information provider apparatus20. The error solution information provider apparatus20is, for example, a personal computer, a tablet computer, or the like. The error solution information provider apparatus20provides error solution information to the electronic apparatus10in which an error occurred.

The database apparatus30stores error solution information that the error solution information provider apparatus20provides to the electronic apparatus10.

Where there is the single error solution information provider apparatus20, the error solution information provider apparatus20and the database apparatus30may be a single information processing apparatus. In other words, the error solution information provider apparatus20may include the database apparatus30, which is a local storage device. However, where there are multiple error solution information provider apparatuses20, the database apparatus30should be independent of the multiple error solution information provider apparatuses20such that the common database apparatus30is accessible from the multiple error solution information provider apparatuses20.

2. Hardware Configuration of Electronic Apparatus

FIG. 2shows a hardware configuration of an electronic apparatus.

A hardware configuration of the electronic apparatus10, i.e., an image forming apparatus, will be described. The electronic apparatus10includes the controller circuit100. The controller circuit100includes the CPU (Central Processing Unit)11a, the RAM (Random Access Memory)11b, the ROM (Read Only Memory)11c, dedicated hardware circuits, and the like and performs overall operational control of the electronic apparatus10. The CPU11aloads information processing programs stored in the ROM11cin the RAM11band executes the information processing programs. The ROM11cis a nonvolatile memory that stores programs executable by the CPU11a, data, and the like. The ROM11cis an example of a non-transitory computer readable recording medium.

The controller circuit100is connected to the image scanner12, the image processor14(including GPU (Graphics Processing Unit)), the image memory15, the image forming device16(printer), the operation device17including the display device17a(touch panel), the large volume nonvolatile storage device18such as an HDD (Hard Disk Drive) or an SSD (Solid State Drive), the facsimile communication device19, the network communication interface13, and the like. The controller circuit100performs operational control of the respective devices connected thereto and sends/receives signals and data to/from those devices. The operation device17(touch panel) is one mode of an input device. A sound input device including a microphone may be provided as an input device.

3. Hardware Configuration of Error Solution Information Provider Apparatus

FIG. 3shows a hardware configuration of an error solution information provider apparatus.

The error solution information provider apparatus20includes the CPU21, the ROM22, the RAM23, the storage device24, which is a large-volume nonvolatile memory such as an HDD or an SSD, the network communication interface25, the operation device26, and the display device27, and the bus28connecting them to each other.

The controller circuit200includes the CPU21, the ROM22, and the RAM23. The CPU21loads information processing programs stored in the ROM22in the RAM23and executes the information processing programs. The ROM22stores programs executable by the CPU21, data, and the like nonvolatile. The ROM22is an example of a non-transitory computer readable recording medium.

4. Hardware Configuration of Database Apparatus

FIG. 4shows a hardware configuration of a database apparatus.

The database apparatus30includes the CPU31, the ROM32, the RAM33, the storage device34, which is a large-volume nonvolatile memory such as an HDD or an SSD, the network communication interface35, the operation device36, and the display device37, and the bus38connecting them to each other.

The controller circuit300includes the CPU31, the ROM32, and the RAM33. The CPU31loads information processing programs stored in the ROM32in the RAM33and executes the information processing programs. The ROM32stores programs executable by the CPU31, data, and the like nonvolatile. The ROM32is an example of a non-transitory computer readable recording medium.

5. Functional Configuration of Error Solution Information Providing System

FIG. 5shows a functional configuration of the error solution information providing system.

In the controller circuit100of the electronic apparatus10, the CPU11aloads an information processing program stored in the ROM11cin the RAM11band executes the information processing program to operate as the energy-saving manager module101, the screenshot data obtaining module102, the error determining module103, the screenshot log generator module104, the screenshot log manager module105, the screenshot log provider module106, and the error solution information obtaining module107.

In the controller circuit200of the error solution information provider apparatus20, the CPU21loads an information processing program stored in the ROM22in the RAM23and executes the information processing program to operate as the error determining module201, the screenshot log obtaining module202, the error solution information searching module203, the error solution information manager module204, and the error solution information provider module205.

6. Information Stored in Database Apparatus

FIG. 6schematically shows information stored in the database apparatus.

The storage device34(second storage device) of the database apparatus30stores the error code301, the series of screenshot data302, and the error solution information303in association with each other.

The error code301identifies an error that occurs in the electronic apparatus10.

The series of screenshot data302is a series of screenshot data included in a screenshot log generated by the electronic apparatus10when the error, which is identified by the error code301, occurred in the electronic apparatus10.

The error solution information303is information for a solution to the error, which is identified by the error code301, occurred when a series of screens was displayed based on the series of screenshot data302on the display device17aof the electronic apparatus10. The error solution information303shows, for example, a procedure and the like for operation of the operation device17of the electronic apparatus10.

7. Operational Flow of Error Solution Information Providing System

FIG. 7shows a first operational flow of the electronic apparatus.

A precondition for the operational flow will be described. The electronic apparatus10is configured to exclusively execute an energy-saving mode and a normal mode. Where the electronic apparatus10detects a certain trigger (for example, the operation device17is not operated for a certain time period) in the normal mode, the electronic apparatus10changes from the normal mode to the energy-saving mode. Meanwhile, where the electronic apparatus10detects a certain trigger (for example, the operation device17is operated) in the energy-saving mode, the electronic apparatus10returns from the energy-saving mode to the normal mode. The electronic apparatus10executes the energy-saving mode now.

The energy-saving manager module101of the electronic apparatus10detects the certain trigger (for example, the operation device17is operated) in the energy-saving mode. The energy-saving manager module101causes the electronic apparatus10to return from the energy-saving mode to the normal mode (Step S101, YES).

After the electronic apparatus10returns from the energy-saving mode to the normal mode, every time input in the operation device17(input device) is detected (Step S102, YES), the screenshot data obtaining module102of the electronic apparatus10captures data (screenshot data) of a screen displayed on the display device17a(first display device) (Step S103). The screenshot data obtaining module102keeps on capturing screenshot data in the normal mode (Step S106, NO).

After the electronic apparatus10returns from the energy-saving mode to the normal mode, where an error occurs in the normal mode (Step S104, YES), the error determining module103of the electronic apparatus10determines an error code identifying the error that occurred (Step S105).

Where the certain trigger (for example, the operation device17is not operated for a certain time period) is detected in the normal mode, the energy-saving manager module101of the electronic apparatus10determines to change to the energy-saving mode (Step S106, YES).

The screenshot log generator module104of the electronic apparatus10generates a screenshot log including the series of screenshot data (Step S103), which is captured by the screenshot data obtaining module102in a period from returning from the energy-saving mode (Step S101) to determining to change to the energy-saving mode (Step S106, YES), and an error code of the error which occurred in the period (Step S105). The screenshot log generator module104stores the generated screenshot log in the storage device18(first storage device) (Step S107). Note that, where no error occurs in the period, the screenshot log includes no error code.

The screenshot log manager module105of the electronic apparatus10determines whether or not the screenshot log stored in the storage device18includes an error code (Step S108). Where the screenshot log manager module105determines that the screenshot log includes an error code (Step S108, YES), the screenshot log manager module105deletes no screenshot log from the storage device18(i.e., keeps on storing screenshot log) (Step S109).

Meanwhile, where the screenshot log manager module105of the electronic apparatus10determines that the screenshot log includes no error code (Step S108, NO), the screenshot log manager module105deletes the screenshot log from the storage device18(Step S110).

After that, the energy-saving manager module101of the electronic apparatus changes from the normal mode to the energy-saving mode (Step S111).

FIG. 8shows an operational flow of the error solution information provider apparatus.

The error determining module201of the error solution information provider apparatus20detects that an error occurred in the electronic apparatus10, and determines the error code of the error that occurred (Step S201, YES). An error detection method may be an arbitrary method. For example, the error solution information provider apparatus20may monitor the electronic apparatus10at regular intervals to detect an error. Alternatively, when an error occurs, the electronic apparatus10may notify the error solution information provider apparatus20that an error occurred.

The screenshot log obtaining module202of the error solution information provider apparatus20sends, to the electronic apparatus10, a request (screenshot log send request) to send a screenshot log including the determined error code (Step S202).

FIG. 9shows a second operational flow of the electronic apparatus.

The screenshot log provider module106of the electronic apparatus10receives the screenshot log send request from the error solution information provider apparatus20(Step S121, YES). The screenshot log provider module106determines an error code specified by the received screenshot log send request. The screenshot log provider module106reads a screenshot log, which includes the determined error code and a series of image data, from the storage device18. The screenshot log provider module106sends the screenshot log to the error solution information provider apparatus20(Step S122).

The screenshot log obtaining module202of the error solution information provider apparatus20receives the screenshot log, which includes the error code and the series of image data, from the electronic apparatus10(Step S203, YES).

The database apparatus30may or may not store error solution information, which is in association with at least a part of the series of screenshot data and the error code included in the screenshot log received by the error solution information provider apparatus20.

Where the database apparatus30stores error solution information, the error solution information searching module203of the error solution information provider apparatus20obtains the error solution information from the database apparatus30as a result of the search (Step S205, YES).

Meanwhile, where the database apparatus30stores no error solution information, the error solution information searching module203of the error solution information provider apparatus20is incapable of obtaining error solution information from the database apparatus30as a result of the search (Step S205, NO).

Where no error solution information is obtained (Step S205, NO), the error solution information manager module204of the error solution information provider apparatus20displays on the display device27, in a time series, a series of screens based on the series of screenshot data included in the screenshot log received from the electronic apparatus10(Step S206).

With reference to the series of screens displayed on the display device27, a user (who works for a support service for the electronic apparatus10) inputs, in the error solution information manager module204via the operation device26, information for a solution to the error identified by the error code included in the screenshot log received from the electronic apparatus10(Step S207, YES). The error solution information manager module204generates error solution information based on the information input by the user (Step S208). The error solution information manager module204registers the generated error solution information, and the error code and the series of screenshot data included in the screenshot log received from the electronic apparatus10, in association with each other in the database apparatus30(Step S209).

Meanwhile, a user may not determine information for a solution to an error depending on content of a series of screens and the error. In this case, the user may input no information for a solution to the error, and the error solution information manager module204thereby generates no error solution information (Step S207, NO).

The error solution information provider module205of the error solution information provider apparatus20sends the error solution information obtained from the database apparatus30(Step S205, YES) or the newly generated error solution information (Step S208) to the electronic apparatus10(Step S210). The error solution information provider module205further sends, to the electronic apparatus10, a request (screenshot log delete request) to delete, from the storage device18, the screenshot log (Step S122) sent from the electronic apparatus10to the error solution information provider apparatus20(Step S211).

Meanwhile, where error solution information is not generated (Step S207, NO), the error solution information provider module205of the error solution information provider apparatus20sends a notification (no error solution information notification), which indicates that no error solution information is generated, to the electronic apparatus10, and sends no screenshot log delete request to the electronic apparatus10(Step S212).

The error solution information obtaining module107of the electronic apparatus10receives the error solution information (Step S210) and the screenshot log delete request (Step S211) from the error solution information provider apparatus (Step S123, YES). The error solution information obtaining module107displays the received error solution information on the display device17a(Step S124). As a result, a user (end user) operates the operation device17of the electronic apparatus10to try error solution. In response to the screenshot log delete request, the error solution information obtaining module107further deletes, from the storage device18, the screenshot log (Step S122) sent from the electronic apparatus10to the error solution information provider apparatus20(Step S125).

Meanwhile, the error solution information obtaining module107of the electronic apparatus10receives no error solution information notification (Step S212) from the error solution information provider apparatus20(Step S123, NO). The error solution information obtaining module107displays on the display device17athat there is no error solution information and no error solution information is generated (Step S126).

(1) According to the present embodiment, in a period from returning from an energy-saving mode to determining to change to the energy-saving mode, the electronic apparatus10captures screenshot data every time the first controller circuit detects input from a user (Steps S101-S106). Where the error solution information provider apparatus20detects that the error occurred in the electronic apparatus10, the error solution information provider apparatus20receive a screenshot log from the electronic apparatus10(Steps S201-S203). In other words, the electronic apparatus10keeps on capturing screenshot data from time before the error solution information provider apparatus20detects an error continuously. As a result, the error solution information provider apparatus20is capable of receiving a screenshot log including screenshot data from time before the error is detected. As a result, the error solution information provider apparatus20may send error solution information to the electronic apparatus10more appropriately than a case, in which error solution information based on a screenshot log only including screenshot data only after the error is detected is sent to the electronic apparatus10. Further, according to the present embodiment, the error solution information provider apparatus20sends a screenshot log delete request to the electronic apparatus10in addition to the error solution information (Steps S210-S211). As a result, where there is error solution information, the electronic apparatus10deletes a screenshot log when an error occurred. So the volume of data in the storage device18may be reduced.

(2) According to the present embodiment, where the database apparatus30stores no error solution information (Step S205, NO), the error solution information provider apparatus20generates error solution information based on a series of screenshot data, registers the error solution information in the database apparatus30, and sends the error solution information to the electronic apparatus10(Steps S208-S210). As a result, where there is no error solution information, the error solution information provider apparatus20generates error solution information appropriately, and sends the error solution information to the electronic apparatus10. In addition, since the error solution information provider apparatus20registers the error solution information in the database apparatus30, the error solution information will be provided to the electronic apparatus10where a similar error occurs in the future.

(3) According to the present embodiment, where no error solution information is generated, the error solution information provider apparatus20sends no screenshot log delete request to the electronic apparatus10(Step S207, NO, and S212). As a result, the electronic apparatus10stores only a screenshot log, with which an error with no error solution information occurred, i.e., only a necessary screenshot log.

(4) According to the present embodiment, the first controller circuit of the electronic apparatus10deletes a screenshot log including no error code, and then changes to the energy-saving mode (Steps S110-S111). As a result, the electronic apparatus10may reduce the volume of data in the storage device18.