Remote monitoring system and remote monitoring method

A status information receiver is communicatively connected to at least one printing device via a network, and adapted to receive status information transmitted from the printing device. The status information is indicative of an operation state of the printing device. An error information detector is adapted to detect whether error information is included in the status information. The error information is indicative of an error occurred in the printing device. A repair information generator is adapted to generate repair information based on the error information. The repair information is indicative of an item in the printing device to be repaired.

BACKGROUND OF THE INVENTION

The present invention relates to a remote monitoring system and a remote monitoring method, which monitor the operating status of a printer or the like-and detect an anomaly so that an engineer visits a remote location where a client owns a printer for repairing the printer when a failure has arisen in the printer or at the time of maintenance.

In the past, when a failure has arisen in a client's printer, the client makes a telephone call to report the nature of the failure. A call center passes the information on the nature of the failure to a dispatcher of a field service center. The dispatcher makes an arrangement for requesting a customer engineer (CE) to visit the client for repairs. The CE visits the location where the client's printer is placed for repairing the disabled printer. Japanese Patent Publication No. 2003-163778A discloses technique for preparing a report about details of an error and transmitting the report to the call center by facsimile transmission when such a device of the client has become broken down.

However, in the event of occurrence of a failure in the device, such as a printer, it is routine procedure for a person in charge in the call center to actively listen to the client about the status of the failure and make contact with the field service center, which is a department for actually repairing a client's device. Even in the field service center, the dispatcher must designate a CE in charge of the repair and make contact with that CE. As mentioned above, transmittal of information about the nature of the failure is repeated several times from the time the client has made a call until the CE is informed of the failure. For this reason, time is consumed by transmittal of information, and the accuracy of transmittal of information cannot be maintained.

If the status of the failure passed to the call center by the client is uncertain or lacking in explanation, the CE visits the client without ascertaining the true cause of the failure. Reaffirming the nature of the failure while talking with the client entails consumption of much time, or requires a re-visit of the CE to the client or the like. For these reasons, time and manpower are consumed from the time when the device, such as a printer, has broken down until repairing of the device is completed, which in turn adds to service cost.

SUMMARY OF THE INVENTION

It is therefore an object of the invention to provide a remote monitoring system and a remote monitoring method, which enable immediate and appropriate acquisition of required repair request information after occurrence of a failure, thereby shortening the time from occurrence of the failure until completion of the repair, and provision of efficient service.

In order to achieve the above object, according to the invention, there is provided a remote monitoring system, comprising:

a status information receiver, communicatively connected to at least one printing device via a network and adapted to receive status information transmitted from the printing device, the status information being indicative of an operation state of the printing device;

an error information detector, adapted to detect whether error information is included in the status information, the error information being indicative of an error occurred in the printing device; and

a repair information generator, adapted to generate repair information based on the error information, the repair information being indicative of an item in the printing device to be repaired.

With this configuration, there can be provided a repair service quickly and efficiently when an error is occurred in a printing device located at a remote place.

Preferably, the remote monitoring system further comprises a printing device identifier, adapted to identify one of a plurality of printing devices from which the status information including the error information is transmitted.

Preferably, the remote monitoring system further comprises an error item identifier, adapted to identify one of a plurality of predetermined error items which corresponds to the error indicated by the error information.

Here, it is preferable that the remote monitoring system further comprises a storage in which priority level information of each of the error items are stored. The error item identifier appends the priority level information corresponding to the identified error item to the error information.

With this configuration, the repair service can be efficiently provided in accordance with the priority level of the error.

Here, it is further preferable that the repair information generator incorporates the error information having the priority level information which indicates a higher priority than a predetermined threshold level, into the repair information.

With this configuration, the repair service can be efficiently provided with respect to a serious error.

Preferably, the error information indicates a location in the printing device where the error is occurred. The repair information generator incorporates the error information into the repair information based on the location indicated thereby.

With this configuration, since the error item can be recognized on the basis of the location within the printing device, it is possible to d easily and quickly determine parts required for the repair service.

Preferably, the repair information generator is adapted to transmit the repair information to a terminal device equipped in a place having a duty to repair the printing device.

With this configuration, it is possible to certainly and quickly provide the repair information to a staff who actually repairs the printing device.

Preferably, the repair information generator is adapted to transmit the repair information to a terminal device equipped in a place having a duty to receive an error report of the printing device from a client.

With this configuration, it is possible to certainly and quickly provide the repair information to a staff who directly talks with the client. In this case, more efficient repair service can be provided because the staff can provide solutions for non-serious errors by way of the direct communication with the client.

According to the invention, there is also provided a remote monitoring method, comprising steps of:

receiving status information transmitted from at least one printing device via a network, the status information being indicative of an operation state of the printing device;

detecting whether error information is included in the status information, the error information being indicative of an error occurred in the printing device; and

generating repair information based on the error information, the repair information being indicative of an item in the printing device to be repaired.

Preferably, the remote monitoring method further comprises steps of:

storing priority level information of each of the error items;

identifying one of a plurality of predetermined error items which corresponds to the error indicated by the error information; and

appending the priority level information corresponding to the identified error item to the error information.

Here, it is preferable that the error information having the priority level information which indicates a higher priority than a predetermined threshold level is incorporated into the repair information.

Preferably, the error information indicates a location in the printing device where the error is occurred. The error information is incorporated into the repair information based on the location indicated thereby.

According to the invention, there is also provided a storage medium containing a program for causing a computer to execute the above remote monitoring method.

DETAILED DESCRIPTION OF THE INVENTION

The present embodiment describes an example where, with an apparatus handled by a client being taken as a client system, the status of a printing device (printer) constituting a portion of the client system is remotely monitored, thereby effecting repair and maintenance service of the printer.

As shown inFIG. 1, a client system100comprises a personal computer (PC)101and a printer102. In addition to a laser printer or an ink jet printer, a hybrid machine having scanner and printer functions or the like is used as the printer102. This printer102is connected to a network104, such as a LAN, by way of a network interface card (NIC)103. The network104is connected to an external network105, such as the Internet, by way of an unillustrated proxy server.

Such a client system100is provided on a per-client basis, and a plurality of unillustrated client systems100are similarly connected to the network105. The respective client systems100are connected to a monitoring server111of a data center110by way of the network105. The monitoring server111set in the data center110monitors Me operating statuses of the printers102of the respective client systems100.

The printer102provided in the client system100detects its own operating status (status information) and transmits the status information to the monitoring server111by way of the networks104,105. When having detected that the status information includes error information required to effect repair, the monitoring server111outputs repair request information which indicates that the client system100(the printer102) requires a repair.

A field service center120is a department which takes charge of periodic maintenance of the printer102or a repair when the printer has become broken down. On the basis of information about occurrence of a repair output from the monitoring server111, the field service center120effects a repair of the printer102concerned. When the printer102requires a repair, a dispatcher121acquires the repair request information output by the monitoring server111; presumes a requirement of the repair, such as a section to be repaired; selects a part130to be used for repair; and selects a customer engineer (CE)122who is to take charge of the repair of the printer102concerned. The selected CE122visits a location where the client system100is set, with the part130required for repairing the printer102. Presumption of the location of a repair and selection of the part130, which are performed by the dispatcher121, may be performed by the CE122.

In the event of a failure in the printer102, a request for repair can also be made by making contact through use of a conventionally-provided telephone. A call center140is a department for receiving contacts made by the clients over the phone. Upon receipt of a call of a failure in the printer102from a client, the call center140issues a request for repair to the field service center120. Subsequently, the CE122visits and repairs the printer102in the same manner as mentioned the above.

FIG. 2shows an example of the status information issued from the printer102. In this example, only error information201is extracted as status information. The error information201includes an error code used for specifying the item of the error having arisen, an error occurrence time, and jam items (codes). Since a jam of print paper arises relatively frequently in the printer102, the jam item is included in the error information201. The jam item is imparted with a code which changes according to the location of an anomaly where a jam of print paper has arisen. In addition to the jam item, the status information includes the number of prints, a paper size, depletion information about an expendable item, or the like.

As shown inFIG. 3, items of the error301(hereinafter called “error items”) are specific information to be detected by a paper feeding section, a printing section (engine), and a paper ejecting section of the printer102. As illustrated, the error item is generated from various anomalies, such as a sensor anomaly, a motor anomaly, a communication anomaly, and a module anomaly.

The error information201is stored in a storage, such as ROM provided within the printer102, and transmitted to a display of the printer102or the PC101by way of the network104when an error has arisen. Concurrently, the error information201is transmitted to the monitoring server111by way of the network104, as well.

InFIG. 4, reference numeral401designates a CPU for controlling the overall system;402designates ROM into which a basic input/output program is stored; and403designates RAM used as a work area of the CPU401. Reference numeral404designates an HDD (hard disk drive) which controls reading/writing of data from/into an HD (hard disk)405under control of the CPU401; and405designates the HD which stores the data written under control of the HDD404.

Reference numeral406designates an FDD (floppy disk drive) for controlling reading/writing of data from/into an FD (floppy disk)407under control of the CPU401. Reference numeral407designates a removable FD which stores the data written under control of the FDD406. Reference numeral408designates a display which displays a cursor, menus, windows, and various data such as letters or images; and409designates a network board which is connected to the network105by way of a communications cable410and acts as an interface (I/F) between the network105and the CPU401.

Reference numeral411designates a keyboard equipped with a plurality of keys used for inputting letters, numerals, or various commands; and412designates a mouse which selects and executes various commands, selects an object of processing, and moves the cursor. Reference numeral413designates a scanner which optically reads letters and images;414designates a printer which prints letters or images under control of the CPU401;415designates a removable recording medium CD/DVD;416designates a disk drive which controls reading of data from the CD/DVD disk415; and400designates a bus for interconnecting the individual sections set forth.

The monitoring server111shown inFIG. 1has the functions shown inFIG. 4. Processing functions of the monitoring server111for occurrence of an error are implemented as a result of the CPU401executing programs recorded in the ROM402, the RAM403, the CD/DVD415, and the disk drive416, which are provided for the monitoring server111. The function of the PC101of the client system100shown inFIG. 1is also implemented as a result of the CPU401executing programs recorded in the ROM402, the RAM403, the CD/DVD415, and the disk drive416, which are shown inFIG. 4. A specific configuration for connecting the monitoring server111shown inFIG. 1to the client systems100by way of the network and exchanging data between the monitoring server and the client systems is realized by the I/F409shown inFIG. 4.

As shown inFIG. 5, a communicator501is provided in the data center110to receive the status information by way of the network105and relays the status information to the monitoring server111. The monitoring server111comprises an error monitor602which further comprises a client system detector511, an error information detector512, and a repair request generator513. A storage503for storing and retaining details of setting is connected to the error monitor502.

On the basis of received status information, the client system detector511detects the client system100that has sent the status information. The error information detector512detects specific details of an error on the basis of the error information included in the received status information. The repair request generator513determines whether or not a repair is required, on the basis of the error item detected by the error information detector512, and repair request information is output when a repair is required. The repair request information output by the repair request generator513when a repair is required is output to a display521. This repair request information can be printed and output from an unillustrated printing device such as a printer.

The display521may be embodied as the display408shown inFIG. 4, and can display the repair request information on the display408. There can also be adopted a configuration such that the repair request information is transmitted to a terminal (e.g., a PC) set in the field service center120by way of a communicator522and the network105. The communicators501,522can be configured through use of the I/F409shown inFIG. 4. Setting and operation required to perform error processing of the monitoring server111are performed through use of a control panel523, or the like.

Processing to be performed by the error monitor502provided in the monitoring server111is shown inFIG. 6. The printer102of the client system100transmits status information upon occurrence of a failure. The status information can also be transmitted at given time intervals regardless of occurrence of a failure. In the embodiment, an operation status is always transmitted as status information at given time intervals. The error monitor502of the monitoring server111receives the status Information (step S601). The error information detector512detects whether or not the status information includes the error information (step S602). Specifically, error information presumed to require a repair is extracted from among error information items about the number of prints, a paper size, expendables, or the like. As a result, only the information required for error monitoring processing can be extracted from the status information items in which various information items are mixedly present.

When the status information includes error information (YES in step S602), the client system detector511detects the client system100(the printer102) which has transmitted the status information transmitted (step S603). Information about the source of status information is set in advance in the status information, and a transmission destination is detected by reading information about the transmission source. Meanwhile, when the error information is not included in the status information (NO in step S602), the following error monitoring operation is not performed, Processing returns to step S601, where receipt of new status information is awaited. The client system100is provided in numbers determined on a per-client basis and connected to the network105. Therefore, the monitoring server111receives the error information included in the status information originating from the plurality of client systems100, and must determine which one of the client systems100has transmitted the error information. The client system detector511reads information about the transmission source and detects the transmission destination, thereby solving the problem.

After execution of processing pertaining to step S603, the error information detector512detects the error item indicated by the error information (step S604); specifically, which one of anomalies shown in the error item301shown inFIG. 3corresponds to the error. Subsequently, the priority of the detected error is detected (step S605). A priority is set in a plurality of levels for each error in advance in the storage503shown inFIG. 5. The error information detector512detects the priority of the error by reference to settings in the storage503. The priority of the detected error is assigned to every error301, in accordance with its item. A high priority of an error implies a high degree of necessity for a repair. By classifying locations where errors have arisen, the location of occurrence of an error having a high priority becomes clear. As will be described later, the dispatcher121or the CE122can readily specify a location711where the anomaly has arisen (hereinafter simply called an “anomaly occurrence location”).

Subsequently, when the priority of the detected error is higher than a predetermined level (YES in step S605), errors are classified according to the location where an error has arisen (step S606). The location where errors have arisen are classified and set in the storage503in advance on a per-error basis. The error information detector512classifies the errors detected by reference to the settings of the storage503according to the locations where the errors have arisen. When the priority of the detected error is lower than a predetermined level (NO in step S605), processing returns to step S601without execution of subsequent processing.

Next, the repair request generator513outputs repair request information pertaining to the errors classified in step S606, in accordance with the locations where the errors have arisen (step S607). The repair request information is formed by arranging, in the form of a list, the errors classified according to the locations where the errors have arisen. The repair request information arranged in the form of a list is output to the display521or a communicator522.

In the foregoing processing, the priority of an error is determined. Repair request information is not output for an error having a low priority. However, it may be the case that all of the errors are output as repair request information regardless of whether the priority of an error is high or low. In this case, the dispatcher121and the CE122of the field service center120can acquire all of the errors as repair request information, and the repair request information can be applied to analysis of a failure of the overall printer102.

FIG. 7is a fist showing an example of repair request information. Repair request information701is output to the display521shown inFIG. 5to be displayed thereon. As illustrated, the repair request information701comprises information710about the client systems100(printers102); anomaly occurrence locations711where anomalies have arisen in the printer102; error items712classified according to the anomaly occurrence locations711; an error occurrence time713; and the priority of an error714. As mentioned above, the errors712are classified according to locations where anomalies have arisen, whereby the errors712having arisen in the anomaly occurrence locations711can be made clear. In the illustrated example, the errors712are sorted in ascending order of priority of the error714, so that the priority of the error can be readily ascertained.

The dispatcher121or the CE122of the field service center120can specify the location711where anomalies have arisen in the client system100(printer102), on the basis of the details of the repair request information701. The part130required for required the location711where an anomaly130has occurred (seeFIG. 1) can be readily estimated. The repair request information701is described in the same column while the errors712are associated with the error occurrence time713. As a result, items of the error can be accurately specified on the basis of the time711when a certain anomaly has arisen, and selection of the part130can be performed more accurately. For instance, as illustrated, when a plurality of errors have arisen in a certain anomaly occurrence location711substantially at the same time or simultaneously within a short period of time, the nature of the failure having arisen in the anomaly occurrence location711are specified, thereby enabling accurate selection of the required part130.

The printer102described in connection with the embodiment is configured so as to transmit the operating status to the monitoring server111of the data center110as status information at all times. In addition to this, storage, such as ROM, for storing status information is provided within the printer102, thereby storing the history of status information. Use of such a printer102enables transmission of the history of status information to the monitoring server111. In response to this, the monitoring server111can output error information included in the status information in the past in the form of a list simultaneously with output of the repair request information701. As a result, the dispatcher120or the CE122of the field service center120can refer to me history of errors having occurred in the past. The nature of a failure can be specified, and the required parts130can be selected accurately.

In the above embodiment, the field center120is configured such that the monitoring server111dispatches the CE122to immediately perform repair on the basis of the error information included in the status information. In addition, after the client has submitted to the call center140a failure report or a request for a repair, the field service center120examines the nature of a repair on the basis of the error information received by the monitoring server111, and can also dispatch the CE122to repair the printer102, as required. As a result, only when the client desires a repair, the CE122can be caused to visit the client

Specifically, the repair request information701can be made to impart, as an identifier, information about whether or not the call center140has received a request for repair from the client of the client system100concerned. A terminal (e.g., a PC) connectable to the monitoring server111is set in advance in the call center140. Upon receipt of a request for repair from the client, the call center140imparts, to the repair request information701about the client system100concerned, an identifier indicating that the request for repair has been received, As a result, the field service center120can ascertain that the request is a request for repair, by reference to the identifier affixed to the repair request information701. The only requirement is that the CE visits the location where the client system100is set after having confirmed attachment of the identifier. Even when the request for repair is not sent from the client, the CE122is considered-to ascertain occurrence of a failure and to inform the client of occurrence of the failure and dispatch the CE for repair.

The monitoring server111can also be configured to send the repair request information701to the terminal set in the call center140. Thereby, the call center140can acquire the repair request information about the broken client system100. For instance, the monitoring server111has transmitted, to the call center140, the repair request information701(seeFIG. 7) imparted with the priority714of the error. Thereby, when the client later issues a request for repair by telephone, the call center140can provide an appropriate response in accordance with the priority714of the error. For instance, among errors such as a jam in the printer102or paper jam, an error having a low priority714can also be resolved by appropriately transmitting a pertinent solution to the client through only a call for communication. In this case, a wasteful visit by the CE122can also be prevented.

According to the embodiments described thus far, the CE122of the field service center120that actually repairs the client system100(the printer102) can quickly and accurately ascertain details of a failure. As a result, a time that elapses from when the client system1000has broken down until an actual repair is started can be shortened. The part130required for replacement in the event of occurrence of a failure is accurately selected on the basis of detection of a location where an anomaly has arisen at the time of an error, and only a required component can be brought.

Particularly, in the case where the printer102is a large-size printer for business purpose, the part103per se tends to become larger, thereby making efficient selection and transport of the part130. Such a printer102is likely to cause a failure in association with mechanical operation, such as feeding of print paper, printing operation, and output of the paper. However, even when replacement of the parts103of a large mechanism is required as a result of the printer102having broken down, preparation of the appropriate part130can be performed by monitoring the operating status of the printer102at a remote location, thereby enabling an appropriate, efficient response at the time of occurrence of a failure. Actual repairing operation can be completed within a short period of time by accurately grasping the location of a failure. As mentioned above, a response to a failure can be performed efficiently within a short period of time that elapses from occurrence of a failure in the client system100until completion of the repair.

Since the client system100(the printer102) transmits the status information directly to the external monitoring server111, a phenomenon which is not perceived as a failure by a client or a phenomenon which is misunderstood by the client, such as a case where an error having a low priority resolved by the client arises frequently, can also be detected even when the client system100is not broken.

The embodiment has described processing on the premise of occurrence of a failure in the printer102. The printer102continuously outputs status information during a period in which the printer102operates, and the monitoring server111can monitor the status information. Consequently, the monitoring server111similarly monitors periodic maintenance of the printer102or replenishment of expendables during periods of time other than the period of time when the printer102has become broken.

The printer102constituting a part of the client system100described in connection with the embodiment can be applied to overall printers, such as compact laser beam printers, large-size laser beam printers, or ink jet printers, which produce print outputs using print paper. Moreover, the present invention can be applied to a hybrid machine having a scanner function for reading an original document in addition to having a printing function.

A method pertaining to remote monitoring described in connection with the above-described embodiment can be realized by a computer, such as a personal computer or a workstation, executing a previously-prepared program. The program is recorded on a computer-readable recording medium, such as a hard disk, a floppy disk, a CD-ROM, an MO, or a DVD, and is executed by the computer reading the program from the recording medium. This program may also be a transmission medium that can be distributed over a network such as the Internet