Abstract:
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.

Description:
BACKGROUND OF THE INVENTION  
       [0001]     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.  
         [0002]     In the past, when a failure has arisen in a client&#39;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&#39;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.  
         [0003]     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&#39;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.  
         [0004]     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  
       [0005]     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.  
         [0006]     In order to achieve the above object, according to the invention, there is provided a remote monitoring system, comprising:  
         [0007]     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;  
         [0008]     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  
         [0009]     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.  
         [0010]     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.  
         [0011]     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.  
         [0012]     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.  
         [0013]     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.  
         [0014]     With this configuration, the repair service can be efficiently provided in accordance with the priority level of the error.  
         [0015]     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.  
         [0016]     With this configuration, the repair service can be efficiently provided with respect to a serious error.  
         [0017]     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.  
         [0018]     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.  
         [0019]     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.  
         [0020]     With this configuration, it is possible to certainly and quickly provide the repair information to a staff who actually repairs the printing device.  
         [0021]     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.  
         [0022]     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.  
         [0023]     According to the invention, there is also provided a remote monitoring method, comprising steps of:  
         [0024]     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;  
         [0025]     detecting whether error information is included in the status information, the error information being indicative of an error occurred in the printing device; and  
         [0026]     generating repair information based on the error information, the repair information being indicative of an item in the printing device to be repaired.  
         [0027]     Preferably, the remote monitoring method further comprises steps of:  
         [0028]     storing priority level information of each of the error items;  
         [0029]     identifying one of a plurality of predetermined error items which corresponds to the error indicated by the error information; and  
         [0030]     appending the priority level information corresponding to the identified error item to the error information.  
         [0031]     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.  
         [0032]     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.  
         [0033]     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. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0034]     The above objects and advantages of the present invention will become more apparent by describing in detail preferred exemplary embodiments thereof with reference to the accompanying drawings, wherein:  
         [0035]      FIG. 1  is a block diagram of a remote monitoring service system according to one embodiment of the present invention;  
         [0036]      FIG. 2  is a chart showing an example of status information output from a printer shown in.  FIG. 1 ;  
         [0037]      FIG. 3  is a chart showing details of an error corresponding to an error code shown in  FIG. 2 ;  
         [0038]      FIG. 4  is a block diagram showing the hardware configuration of the remote monitoring service system of  FIG. 1 ;  
         [0039]      FIG. 5  is a block diagram showing the internal functions of a monitoring server shown in  FIG. 1 ;  
         [0040]      FIG. 6  is a flowchart showing an error item monitoring operation to be performed by the monitoring server of  FIG. 5 ; and  
         [0041]      FIG. 7  is a list showing an example of repair request information. 
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0042]     Embodiments of the present invention will be described below in detail with reference to the accompanying drawings.  
         [0043]     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.  
         [0044]     As shown in  FIG. 1 , a client system  100  comprises a personal computer (PC)  101  and a printer  102 . 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 printer  102 . This printer  102  is connected to a network  104 , such as a LAN, by way of a network interface card (NIC)  103 . The network  104  is connected to an external network  105 , such as the Internet, by way of an unillustrated proxy server.  
         [0045]     Such a client system  100  is provided on a per-client basis, and a plurality of unillustrated client systems  100  are similarly connected to the network  105 . The respective client systems  100  are connected to a monitoring server  111  of a data center  110  by way of the network  105 . The monitoring server  111  set in the data center  110  monitors Me operating statuses of the printers  102  of the respective client systems  100 .  
         [0046]     The printer  102  provided in the client system  100  detects its own operating status (status information) and transmits the status information to the monitoring server  111  by way of the networks  104 ,  105 . When having detected that the status information includes error information required to effect repair, the monitoring server  111  outputs repair request information which indicates that the client system  100  (the printer  102 ) requires a repair.  
         [0047]     A field service center  120  is a department which takes charge of periodic maintenance of the printer  102  or a repair when the printer has become broken down. On the basis of information about occurrence of a repair output from the monitoring server  111 , the field service center  120  effects a repair of the printer  102  concerned. When the printer  102  requires a repair, a dispatcher  121  acquires the repair request information output by the monitoring server  111 ; presumes a requirement of the repair, such as a section to be repaired; selects a part  130  to be used for repair; and selects a customer engineer (CE)  122  who is to take charge of the repair of the printer  102  concerned. The selected CE  122  visits a location where the client system  100  is set, with the part  130  required for repairing the printer  102 . Presumption of the location of a repair and selection of the part  130 , which are performed by the dispatcher  121 , may be performed by the CE  122 .  
         [0048]     In the event of a failure in the printer  102 , a request for repair can also be made by making contact through use of a conventionally-provided telephone. A call center  140  is a department for receiving contacts made by the clients over the phone. Upon receipt of a call of a failure in the printer  102  from a client, the call center  140  issues a request for repair to the field service center  120 . Subsequently, the CE  122  visits and repairs the printer  102  in the same manner as mentioned the above.  
         [0049]      FIG. 2  shows an example of the status information issued from the printer  102 . In this example, only error information  201  is extracted as status information. The error information  201  includes 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 printer  102 , the jam item is included in the error information  201 . 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.  
         [0050]     As shown in  FIG. 3 , items of the error  301  (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 printer  102 . 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.  
         [0051]     The error information  201  is stored in a storage, such as ROM provided within the printer  102 , and transmitted to a display of the printer  102  or the PC  101  by way of the network  104  when an error has arisen. Concurrently, the error information  201  is transmitted to the monitoring server  111  by way of the network  104 , as well.  
         [0052]     In  FIG. 4 , reference numeral  401  designates a CPU for controlling the overall system;  402  designates ROM into which a basic input/output program is stored; and  403  designates RAM used as a work area of the CPU  401 . Reference numeral  404  designates an HDD (hard disk drive) which controls reading/writing of data from/into an HD (hard disk)  405  under control of the CPU  401 ; and  405  designates the HD which stores the data written under control of the HDD  404 .  
         [0053]     Reference numeral  406  designates an FDD (floppy disk drive) for controlling reading/writing of data from/into an FD (floppy disk)  407  under control of the CPU  401 . Reference numeral  407  designates a removable FD which stores the data written under control of the FDD  406 . Reference numeral  408  designates a display which displays a cursor, menus, windows, and various data such as letters or images; and  409  designates a network board which is connected to the network  105  by way of a communications cable  410  and acts as an interface (I/F) between the network  105  and the CPU  401 .  
         [0054]     Reference numeral  411  designates a keyboard equipped with a plurality of keys used for inputting letters, numerals, or various commands; and  412  designates a mouse which selects and executes various commands, selects an object of processing, and moves the cursor. Reference numeral  413  designates a scanner which optically reads letters and images;  414  designates a printer which prints letters or images under control of the CPU  401 ;  415  designates a removable recording medium CD/DVD;  416  designates a disk drive which controls reading of data from the CD/DVD disk  415 ; and  400  designates a bus for interconnecting the individual sections set forth.  
         [0055]     The monitoring server  111  shown in  FIG. 1  has the functions shown in  FIG. 4 . Processing functions of the monitoring server  111  for occurrence of an error are implemented as a result of the CPU  401  executing programs recorded in the ROM  402 , the RAM  403 , the CD/DVD  415 , and the disk drive  416 , which are provided for the monitoring server  111 . The function of the PC  101  of the client system  100  shown in  FIG. 1  is also implemented as a result of the CPU  401  executing programs recorded in the ROM  402 , the RAM  403 , the CD/DVD  415 , and the disk drive  416 , which are shown in  FIG. 4 . A specific configuration for connecting the monitoring server  111  shown in  FIG. 1  to the client systems  100  by way of the network and exchanging data between the monitoring server and the client systems is realized by the I/F  409  shown in  FIG. 4 .  
         [0056]     As shown in  FIG. 5 , a communicator  501  is provided in the data center  110  to receive the status information by way of the network  105  and relays the status information to the monitoring server  111 . The monitoring server  111  comprises an error monitor  602  which further comprises a client system detector  511 , an error information detector  512 , and a repair request generator  513 . A storage  503  for storing and retaining details of setting is connected to the error monitor  502 .  
         [0057]     On the basis of received status information, the client system detector  511  detects the client system  100  that has sent the status information. The error information detector  512  detects specific details of an error on the basis of the error information included in the received status information. The repair request generator  513  determines whether or not a repair is required, on the basis of the error item detected by the error information detector  512 , and repair request information is output when a repair is required. The repair request information output by the repair request generator  513  when a repair is required is output to a display  521 . This repair request information can be printed and output from an unillustrated printing device such as a printer.  
         [0058]     The display  521  may be embodied as the display  408  shown in  FIG. 4 , and can display the repair request information on the display  408 . 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 center  120  by way of a communicator  522  and the network  105 . The communicators  501 ,  522  can be configured through use of the &#39;IF  409  shown in  FIG. 4 . Setting and operation required to perform error processing of the monitoring server  111  are performed through use of a control panel  523 , or the like.  
         [0059]     Processing to be performed by the error monitor  502  provided in the monitoring server  111  is shown in  FIG. 6 . The printer  102  of the client system  100  transmits 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 monitor  502  of the monitoring server  111  receives the status Information (step S 601 ). The error information detector  512  detects whether or not the status information includes the error information (step S 602 ). 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.  
         [0060]     When the status information includes error information (YES in step S 602 ), the client system detector  511  detects the client system  100  (the printer  102 ) which has transmitted the status information transmitted (step S 603 ). 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 S 602 ), the following error monitoring operation is not performed, Processing returns to step S 601 , where receipt of new status information is awaited. The client system  100  is provided in numbers determined on a per-client basis and connected to the network  105 . Therefore, the monitoring server  111  receives the error information included in the status information originating from the plurality of client systems  100 , and must determine which one of the client systems  100  has transmitted the error information. The client system detector  511  reads information about the transmission source and detects the transmission destination, thereby solving the problem.  
         [0061]     After execution of processing pertaining to step S 603 , the error information detector  512  detects the error item indicated by the error information (step S 604 ); specifically, which one of anomalies shown in the error item  301  shown in  FIG. 3  corresponds to the error. Subsequently, the priority of the detected error is detected (step S 605 ). A priority is set in a plurality of levels for each error in advance in the storage  503  shown in  FIG. 5 . The error information detector  512  detects the priority of the error by reference to settings in the storage  503 . The priority of the detected error is assigned to every error  301 , 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 dispatcher  121  or the CE  122  can readily specify a location  711  where the anomaly has arisen (hereinafter simply called an “anomaly occurrence location”).  
         [0062]     Subsequently, when the priority of the detected error is higher than a predetermined level (YES in step S 605 ), errors are classified according to the location where an error has arisen (step S 606 ). The location where errors have arisen are classified and set in the storage  503  in advance on a per-error basis. The error information detector  512  classifies the errors detected by reference to the settings of the storage  503  according to the locations where the errors have arisen. When the priority of the detected error is lower than a predetermined level (NO in step S 605 ), processing returns to step S 601  without execution of subsequent processing.  
         [0063]     Next, the repair request generator  513  outputs repair request information pertaining to the errors classified in step S 606 , in accordance with the locations where the errors have arisen (step S 607 ). 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 display  521  or a communicator  522 .  
         [0064]     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 dispatcher  121  and the CE  122  of the field service center  120  can 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 printer  102 .  
         [0065]      FIG. 7  is a fist showing an example of repair request information. Repair request information  701  is output to the display  521  shown in  FIG. 5  to be displayed thereon. As illustrated, the repair request information  701  comprises information  710  about the client systems  100  (printers  102 ); anomaly occurrence locations  711  where anomalies have arisen in the printer  102 ; error items  712  classified according to the anomaly occurrence locations  711 ; an error occurrence time  713 ; and the priority of an error  714 . As mentioned above, the errors  712  are classified according to locations where anomalies have arisen, whereby the errors  712  having arisen in the anomaly occurrence locations  711  can be made clear. In the illustrated example, the errors  712  are sorted in ascending order of priority of the error  714 , so that the priority of the error can be readily ascertained.  
         [0066]     The dispatcher  121  or the CE  122  of the field service center  120  can specify the location  711  where anomalies have arisen in the client system  100  (printer  102 ), on the basis of the details of the repair request information  701 . The part  130  required for required the location  711  where an anomaly  130  has occurred (see  FIG. 1 ) can be readily estimated. The repair request information  701  is described in the same column while the errors  712  are associated with the error occurrence time  713 . As a result, items of the error can be accurately specified on the basis of the time  711  when a certain anomaly has arisen, and selection of the part  130  can be performed more accurately. For instance, as illustrated, when a plurality of errors have arisen in a certain anomaly occurrence location  711  substantially at the same time or simultaneously within a short period of time, the nature of the failure having arisen in the anomaly occurrence location  711  are specified, thereby enabling accurate selection of the required part  130 .  
         [0067]     The printer  102  described in connection with the embodiment is configured so as to transmit the operating status to the monitoring server  111  of the data center  110  as status information at all times. In addition to this, storage, such as ROM, for storing status information is provided within the printer  102 , thereby storing the history of status information. Use of such a printer  102  enables transmission of the history of status information to the monitoring server  111 . In response to this, the monitoring server  111  can output error information included in the status information in the past in the form of a list simultaneously with output of the repair request information  701 . As a result, the dispatcher  120  or the CE  122  of the field service center  120  can refer to me history of errors having occurred in the past. The nature of a failure can be specified, and the required parts  130  can be selected accurately.  
         [0068]     In the above embodiment, the field center  120  is configured such that the monitoring server  111  dispatches the CE  122  to 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 center  140  a failure report or a request for a repair, the field service center  120  examines the nature of a repair on the basis of the error information received by the monitoring server  111 , and can also dispatch the CE  122  to repair the printer  102 , as required. As a result, only when the client desires a repair, the CE  122  can be caused to visit the client  
         [0069]     Specifically, the repair request information  701  can be made to impart, as an identifier, information about whether or not the call center  140  has received a request for repair from the client of the client system  100  concerned. A terminal (e.g., a PC) connectable to the monitoring server  111  is set in advance in the call center  140 . Upon receipt of a request for repair from the client, the call center  140  imparts, to the repair request information  701  about the client system  100  concerned, an identifier indicating that the request for repair has been received, As a result, the field service center  120  can ascertain that the request is a request for repair, by reference to the identifier affixed to the repair request information  701 . The only requirement is that the CE visits the location where the client system  100  is set after having confirmed attachment of the identifier. Even when the request for repair is not sent from the client, the CE  122  is considered-to ascertain occurrence of a failure and to inform the client of occurrence of the failure and dispatch the CE for repair.  
         [0070]     The monitoring server  111  can also be configured to send the repair request information  701  to the terminal set in the call center  140 . Thereby, the call center  140  can acquire the repair request information about the broken client system  100 . For instance, the monitoring server  111  has transmitted, to the call center  140 , the repair request information  701  (see  FIG. 7 ) imparted with the priority  714  of the error. Thereby, when the client later issues a request for repair by telephone, the call center  140  can provide an appropriate response in accordance with the priority  714  of the error. For instance, among errors such as a jam in the printer  102  or paper jam, an error having a low priority  714  can 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 CE  122  can also be prevented.  
         [0071]     According to the embodiments described thus far, the CE  122  of the field service center  120  that actually repairs the client system  100  (the printer  102 ) can quickly and accurately ascertain details of a failure. As a result, a time that elapses from when the client system  1000  has broken down until an actual repair is started can be shortened. The part  130  required 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.  
         [0072]     Particularly, in the case where the printer  102  is a large-size printer for business purpose, the part  103  per se tends to become larger, thereby making efficient selection and transport of the part  130 . Such a printer  102  is 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 parts  103  of a large mechanism is required as a result of the printer  102  having broken down, preparation of the appropriate part  130  can be performed by monitoring the operating status of the printer  102  at 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 system  100  until completion of the repair.  
         [0073]     Since the client system  100  (the printer  102 ) transmits the status information directly to the external monitoring server  111 , 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 system  100  is not broken.  
         [0074]     The embodiment has described processing on the premise of occurrence of a failure in the printer  102 . The printer  102  continuously outputs status information during a period in which the printer  102  operates, and the monitoring server  111  can monitor the status information. Consequently, the monitoring server  111  similarly monitors periodic maintenance of the printer  102  or replenishment of expendables during periods of time other than the period of time when the printer  102  has become broken.  
         [0075]     The printer  102  constituting a part of the client system  100  described 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.  
         [0076]     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