Patent Publication Number: US-10313535-B2

Title: Remote support apparatus, electronic apparatus, remote support method, and storage medium

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
     This application is a Continuation of U.S. patent application Ser. No. 14/955,541, filed Dec. 1, 2015, which is a Continuation of U.S. patent application Ser. No. 14/462,229, filed Aug. 18, 2014, now U.S. Pat. No. 9,232,082, which claims the benefit of Japanese Patent Application No. 2013-171550, filed Aug. 21, 2013, all of which are hereby incorporated by reference herein in their entirety. 
    
    
     BACKGROUND OF THE INVENTION 
     Field of the Invention 
     The present invention relates to a remote support technique for remotely providing support regarding how to use an electronic apparatus such as an image forming apparatus and a troubleshooting procedure therefor, from a remote location. 
     Description of the Related Art 
     As it becomes increasingly complicated to use electronic apparatuses such as image forming apparatuses and to perform trouble shooting procedures therefor, it becomes frequent that users of these electronic apparatuses directly inquire to call centers of manufacturers to get answers. Regarding such call centers, Japanese Patent Application Laid-Open Nos. 2013-45198 and 2013-45200 each discuss a terminal apparatus that transmits a predetermined command to an electronic apparatus at a remote location to thereby collect and analyze state information of the electronic apparatus. This terminal apparatus is set up at a call center. The terminal apparatus transmits the predetermined command to the electronic apparatus upon detecting occurrence of an error at the electronic apparatus. The electronic apparatus collects an image of a user operation screen, user operation information, and the state information of the electronic apparatus to transmit them to the terminal apparatus based on the command. The terminal apparatus analyzes the collected information and transmits support data according to a result of the analysis to the electronic apparatus. The electronic apparatus displays a procedure for solving the error based on the support data on the user operation screen. 
     Japanese Patent Application Laid-Open Nos. 2013-45198 and 2013-45200 suggest that the terminal apparatus discussed therein enables the call center to provide appropriate support to a user according to the status of the electronic apparatus even without telephone communication made between the user asking for support and an operator on the call center side. 
     However, the above-described terminal apparatus operates under the premise that the support data and an error analysis procedure which is identified based on the support data are predetermined by the support side. Therefore, there is left such a problem that this service cannot necessarily help the user, depending on a content of sought support. More specifically, the information grasped by the call center alone, may not be sufficient for the solution, which makes it difficult to determine an appropriate support measure. 
     In such a case, a serviceman in charge of technical support physically must visit a user&#39;s location to solve the trouble, but this leads to a delay in providing support. If the electronic apparatus runs into a state unexpected by the support side, user&#39;s business, especially a user making a commercial product may end up incurring some loss due to that delay. 
     SUMMARY OF THE INVENTION 
     The present invention is mainly directed to providing a remote support technique that allows a support side to quickly recognize a present status of an electronic apparatus for which even the support side may not possibly anticipate a solution. 
     According to an aspect of the present invention, the present invention provides a remote support method for a remotely supporting electronic apparatus including a plurality processing units capable of performing different support processing for a user asking for support. This remote support method starts with establishment of a connection between a remote support apparatus operated by an operator providing support to the user and the electronic apparatus via a communication path. 
     After connected to the electronic apparatus, the remote support apparatus selects any of the plurality of processing units, and transmits to the electronic apparatus a request to perform the support processing using the selected processing unit, or a request to switch the processing unit to a selected specific unit and a request to perform the support processing using the switched processing unit. Further, the electronic apparatus allows the processing unit which follows the request to perform the support processing from the remote support apparatus, among the plurality of processing units, to perform the support processing, switches the processing unit according to the request to switch the processing unit to allow the switched processing unit to perform the support processing, and returns a result which should be returned, among results of the performed support processing, to the remote support apparatus. 
     The remote support apparatus acquires the returned result among the results of the support processing performed in the electronic apparatus. 
     Further features of the present invention will become apparent from the following description of exemplary embodiments with reference to the attached drawings. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  illustrates an overall configuration of a remote support system according to an exemplary embodiment of the present invention. 
         FIG. 2  illustrates hardware configurations of an image forming apparatus and a remote support apparatus. 
         FIG. 3  illustrates software configurations of the image forming apparatus and the remote support apparatus. 
         FIG. 4  is a flowchart ( 1 ) illustrating a procedure performed in the image forming apparatus. 
         FIG. 5  is a flowchart ( 2 ) illustrating the procedure performed in the image forming apparatus. 
         FIG. 6  is a flowchart ( 1 ) illustrating a procedure performed in the remote support apparatus. 
         FIG. 7  is a flowchart ( 2 ) illustrating the procedure performed in the remote support apparatus. 
     
    
    
     DESCRIPTION OF THE EMBODIMENTS 
     Various exemplary embodiments, features, and aspects of the invention will be described in detail below with reference to the drawings. In the following description, an exemplary embodiment of the present invention will be described with reference to the drawings. 
       FIG. 1  illustrates an overall configuration of a remote support system according to the present exemplary embodiment. The remote support system includes an image forming apparatus  101  that is an example of an electronic apparatus, and a remote support apparatus  102  set up at a call center. Each of the image forming apparatus  101  and the remote support system  102  is a computer having a data communication function of executing call control through Hyper Text Transfer Protocol (HTTP) communication to perform data communication. 
     The image forming apparatus  101  is connected to a network  106  via a firewall (FW)  104 . The remote support apparatus  102  is connected to the network  106  via a FW  105 . An HTTP relay server  103  is also connected to the network  106 . In HTTP communication, client nodes perform data communication with each other by issuing a POST request or a GET request to a Uniform Resource Identifier (URI) provided from the HTTP relay server  103 . The “POST” request is a request to transfer a resource, and the “GET” request is a request to acquire a resource. This mechanism allows the client nodes to perform data communication with each other even when the client nodes are blocked by a private address area or the FWs  104  and  105 . 
     Both the image forming apparatus  101  and the remote support apparatus  102  operate as the above-described “client nodes”. The example illustrated in  FIG. 1  indicates that the remote support system is configured in such a manner that the client nodes communicate with the network  106  via the FWs  104  and  105  between each other. However, the remote support system may have a network configuration that omits the intervention of the FWs  104  and  105 . Further, larger numbers of FWs, image forming apparatuses, and remote support apparatuses than those illustrated in  FIG. 1  may be connected to the network  106 . Further, the communication protocol does not necessarily have to be HTTP. 
       FIG. 2  illustrates a hardware configuration of the remote support system. The image forming apparatus  101  is a kind of a computer that includes a central processing unit (CPU) (“CPU” stands for a central processing unit, and the same will apply hereafter)  202 . The CPU  202  comprehensively controls access to various kinds of devices connected to a system bus  206  based on a computer program stored in a read only memory (ROM) (“ROM” stands for a read only memory, and the same will apply hereafter)  203  or a hard disk (HDD)  205 . The ROM  203  stores a basic control program and other read-only data. A random access memory (RAM) (“RAM” stands for a random access memory, and the same will apply hereafter)  204  mainly functions as a main memory and a work memory of the CPU  202 . Further, a memory capacity can be expanded by using an optional RAM connected to a not-illustrated expansion port. The hard disk (HDD)  205  stores a boot program, various kinds of applications, font data, a user file, an edition file, and the like. In addition to the HDD  205 , a Secure Digital (SD) card, a flash memory, or the like may be used as an external storage device. 
     A scanner interface (I/F) (“I/F” stands for an interface, and the same will apply hereafter)  201  controls an image input from a scanner  215 . A printer I/F  207  controls an image output to a printer  216 . An operation panel  212  is provided with a display screen capable of visually representing information stored in the image forming apparatus  101 , and a receiving screen capable of receiving an operation input to control an operation in the image forming apparatus  101 . A panel operation I/F  208  displays the information on the display screen of this operation panel  212  and inputs various kinds of setting information set on the receiving screen of the operation panel  212 . An image input I/F  209  acquires a support image from an image input device  213  such as a camera. An audio input/output I/F  210  inputs and outputs audio data between the image forming apparatus  101  and an audio input/output device  214  such as a headset. A network I/F  211  performs data communication with an external network via a network cable. 
     In the remote support apparatus  102 , a CPU  221  comprehensively controls access to various kinds of devices connected to a system bus  225  based on a computer program stored in a ROM  222  or a hard disk (HDD)  224 . The ROM  222  stores a basic control program and other read-only data. A RAM  223  mainly functions as a main memory, a work memory, and the like of the CPU  221 . Further, the remote support apparatus  102  is configured such that a memory capacity can be expanded by using an optional RAM connected to a not-illustrated expansion port. The hard disk (HDD)  224  stores a boot program, various kinds of applications, font data, a user file, an edition file, and the like. In addition to the HDD  224 , an SD card, a flash memory, or the like may be used as an external storage device. 
     A network I/F  226  performs data communication with an external network via a network cable. A keyboard I/F  227  controls a key input from a keyboard  231  or a not-illustrated pointing device. A display I/F  228  controls a display  232 . An image input I/F  229  controls an image input from an image input device  233  such as a camera. An audio input/output I/F  230  controls an audio input/output between the remote support apparatus  102  and an audio input/output device  234  such as a headset. 
       FIG. 3  illustrates a software configuration of the remote support system. The CPU  202  reads and executes the above-described control program so that the image forming apparatus  101  realizes various kinds of functions. More specifically, the image forming apparatus  101  causes the hardware including the CPU  202  to function as a user interface (hereinafter referred to as a “UI unit”)  301 , a session management unit  302 , an HTTP control unit  303 , and a main control unit  304 . 
     The UI unit  301  controls display on the display screen of the operation panel  212 , and controls an input of various kinds of setting information set on the receiving screen of the operation panel  212 . Further, through such control, the UI unit  301  causes the hardware to operate as a plurality of processing modules capable of performing different support processing for a user. In the present exemplary embodiment, the processing modules are a support image display module, a support image transmission module, an operation module, a first image management module, and a second image management module, and they become executable by switching as necessary. 
     The support image display module acquires a support image from the remote support apparatus  102 , and allows the acquired support image to be displayed on the display screen of the operation panel  212 . The support image transmission module acquires a support image indicating an event that has occurred in the image forming apparatus  101 , and transmits the acquired support image in a form recognizable by the remote support apparatus  102 . The “recognizable form” means a data structure that the remote support apparatus  102  can reproduce. The operation module transmits an operation unit image representing the receiving screen in a form recognizable by the remote support apparatus  102 , and recognizes an operation content performed on the transmitted operation unit image to input an operation based on the recognized operation content. The first image management module transmits a support image in a form recognizable by the remote support apparatus  102 . The second image management module allows a processed image, which is formed by processing the support image, to be displayed on the display screen provided to the image forming apparatus  101 . 
     The session management unit  302  instructs the HTTP control unit  303  to transmit and receive data for session management according to a session start or end instruction received from the UI unit  301 . In other words, the session management unit  302  operates as a communication module that establishes a connection to an external network together with the HTTP control unit  303 . 
     The main control unit  304  comprehensively controls an operation in the image forming apparatus  101  including the UI unit  301 , the session management unit  302 , and the HTTP control unit  303 . Further, the main control unit  304  allows, among the above-described various processing modules, a processing module, based on a request from the remote support apparatus  102 , to perform the support processing in cooperation with the UI unit  301 . More specifically, the main control unit  304  acquires support type data that indicates a selection of a processing module, a request to switch the processing module, and a request to perform the support processing via the HTTP control unit  313 . Then, the main control unit  304  determines a support type from the acquired support type data. Further, the main control unit  304  switches the processing module according to the request to switch the processing module and causes the switched processing module to perform the support processing. Further, the main control unit  304  performs control to transmit a result which should be returned to the remote support apparatus  102 , among results of the performed support processing, via the HTTP control unit  303 . 
     Similarly, the CPU  221  reads and executes the control program, through which the remote support apparatus  102  also realizes various kinds of functions. More specifically, the remote support apparatus  102  causes the hardware including the CPU  221  to function as a UI unit  311 , a session management unit  312 , an HTTP control unit  313 , and a main control unit  314 . 
     The UI unit  311  controls a key input from a keyboard, and controls what is displayed on the display  232  via the keyboard I/F  227  and the display I/F  228 . Further, the UI unit  311  also controls an input/output of audio data and image data via the audio input/output I/F  230 , the display I/F  228 , and the image input I/F  229 . Further, by this control, the UI unit  311  operates as a module selection unit that selects any of the plurality of processing modules to be realized in the image forming apparatus  101 . Further, the UI unit  311  operates as an output unit that outputs a request to perform the support processing by the processing module selected via the module selection unit, or a request to switch the processing module to a specific processing module after the selection and a request to perform the support processing by the switched processing module. 
     The session management unit  312  instructs the HTTP control unit  313  to transmit and receive data for session management according to a session start or end instruction received from the UI unit  311 . In other words, the session management unit  312  operates as a communication module together with the HTTP control unit  313 . 
     The main control unit  314  comprehensively controls an operation in the remote support apparatus  102  including the UI unit  311 , the session management unit  312 , and the HTTP control unit  313 . 
     Further, the main control unit  314  supports, for example, execution of the support processing by the above-described various processing modules, in cooperation with the UI unit  311 . Further, the main control unit  314  operates as an image processing module that performs image processing such as insertion of a character, a symbol, and the like input from the keyboard  231 , on a process target image. The process target image is transmitted or provided via the network I/F  226  that acquires an image from the network  106 , or the image input device  233  and the image input I/F  229  that acquire an image from the user. Further, the main control unit  314  operates as a support processing result acquisition unit that acquires a result which should be acquired, among results of the support processing performed in the image forming apparatus  101 , via the network I/F  226 . 
     [Remote Support Method] 
     Next, a remote support method that becomes executable by the remote support system configured in the above-described manner will be described. 
     First, a procedure performed in the image forming apparatus  101  will be described with reference to  FIGS. 4 and 5 . In step S 401 , the UI unit  301  of the image forming apparatus  101  detects that a button for requesting a connection to the call center is pressed from the panel operation I/F  208 . In response thereto, in step S 402 , the session management unit  302  transmits identification information and authentication information of the image forming apparatus  101  to a URI of the HTTP relay server  103 , which is stored in the HDD  205  in advance, via a POST request. The identification information is, for example, a serial number of the image forming apparatus  101 . The authentication information is, for example, an identification (ID) and a password assigned to the image forming apparatus  101 . This processing causes the HTTP relay server  103  to authenticate the image forming apparatus  101  and relay a session between the image forming apparatus  101  and the waiting remote support apparatus  102 . 
     For example, the identification information of the image forming apparatus  101  transmitted via the POST request is used as information associating the image forming apparatus  101  with the remote support apparatus  102 . The HTTP relay server  103  generates a support communication URI that allows the image forming apparatus  101  and the remote support apparatus  102  to exchange support information with each other, and transmits the generated URI to the image forming apparatus  101  and the remote support apparatus  102 . 
     In step S 403 , the session management unit  302  acquires a success in the authentication and the support communication URI from a “Response” to the POST request. Alternatively, the image forming apparatus  101  may acquire the success in the authentication and the support communication URI by newly issuing a GET request. 
     The processing performed in this manner completes a step in which the HTTP relay server  103  establishes an HTTP communication path between the image forming apparatus  101  and the remote support apparatus  102 . 
     Next, the image forming apparatus  101  operates according to the following steps. In step S 404 , the main control unit  304  acquires support type data that indicates a selection of a processing module, a request to switch the processing module, and a request to perform the support processing from the support communication URI acquired by the session management unit  302  via a GET request. Then, in each of steps S 405 , S 408 , S 411 , S 416 , and S 420 , the main control unit  304  determines a support type from the acquired support type data. 
     In step S 405 , the main control unit  304  determines whether the acquired support type is “transmit a video image of a portion where an error has occurred”. The support “transmit a video image of a portion where an error has occurred” is performed to cause the image forming apparatus  101  (the UI unit  301 ) to operate as the support image transmission module (switch the processing module to the support image transmission module and execute the support image transmission module). More specifically, the support image transmission module shoots a portion where an error has occurred in the image forming apparatus  101  with use of a camera, and transmits video data acquired therefrom to the remote support apparatus  102 . The support image transmission module may use a camera mounted in the image forming apparatus  101  in advance or may use an external camera. In the latter case, the acquired video data is stored into the HDD  224  via the image input device  233  and the image input I/F  229 , and is read out as necessary. The support image transmission module performs the support processing, by which the video data reaches the remote support apparatus  102 , and is displayed on the display  232 . Therefore, an operator handling the remote support apparatus  102  can visually understand what kind of error has specifically occurred in the image forming apparatus  101 . 
     While it is determined that the support type is “transmit a video image of a portion where an error has occurred” in step S 405  (YES in step S 405 ) and the video data is being transmitted, in step S 406 , the UI unit  301  presents display indicating that the video data is being transmitted, on the display screen of the operation panel  212 . After that, in step S 407 , the main control unit  304  sends video data formed by shooting the portion where the error has occurred for a predetermined time period to the support communication URI via a POST request. After the video data is transmitted via the POST request, the processing returns to step S 404 . In step S 404 , the main control unit  304  determines a next support type. Alternatively, the processing may proceed according to such a procedure that the main control unit  304  continues transmitting stream data via a POST request, and stops transmitting the POST when the main control unit  304  asynchronously acquires a URI of next support type data via a GET request. 
     If the main control unit  304  determines that the support type is not “transmit a video image of a portion where an error has occurred” in step S 405  (NO in step S 405 ), in step S 408 , the main control unit  304  determines whether the support type is “display a maintenance moving image”. The support “display a maintenance moving image” is performed to cause the image forming apparatus  101  (the UI unit  301 ) to operate as the support image display module (switch the processing module to the support image display module and execute the support image display module). More specifically, the support image display module reproduces a moving image that indicates a procedure for maintaining the image forming apparatus  101 , on the operation panel  212 . If this processing is carried out, the user can perform the maintenance procedure without being at a loss. The maintenance moving image is one example of the support image, and the support image is not limited to this example. 
     If the main control unit  304  determines that the support type is “display a maintenance moving image” in step S 408  (YES in step S 408 ), in step S 409 , the main control unit  304  acquires the maintenance moving image from the support communication URI via a GET request. Further, in step S 410 , the UI unit  301  displays the acquired maintenance moving image on the operation panel  212 . After the display ends, the processing returns to step S 404 . In step S 404 , the main control unit  304  determines a next support type. 
     If the main control unit  304  determines that the support type is not “display a maintenance moving image” in step S 408  (NO in step s 408 ), in step S 411 , the main control unit  304  determines whether the support type is “remotely operate the operation unit”. The support “remotely operate the operation unit” is performed to cause the image forming apparatus  101  (the UI unit  301 ) to operate as the operation module, which enables the operator to manipulate the panel operation I/F  208  from the remote support apparatus  102 , (switch the processing module to the operation module and execute the operation module). When this support processing is carried out, the operator performs a setting operation from a remote location, whereby the operator can smoothly solve the trouble even when the operator cannot suitably make a conversation with the user. 
     If the main control unit  304  determines that the support type is “remotely operate the operation unit” in step S 411  (YES in step S 411 ), in step S 412 , the main control unit  304  transmits an image displayed on the operation panel  212  to the support communication URI via a POST request. After that, in step S 413 , the main control unit  304  acquires a remote operation command from the support communication URI via a GET request. The remote operation command is, for example, a command instructing “a specific position in an XY coordinate system on the operation unit is clicked”. In step S 414 , the UI unit  301  operates the panel operation I/F  208  according to the remote operation command acquired by the main control unit  304 . Further, in step S 415 , the UI unit  301  displays a kind of operation which is being performed on the operation panel  212 . After that, the processing returns to step S 404 . In step S 404 , the main control unit  304  determines a next support type. 
     If the main control unit  304  determines that the support type is not “remotely operate the operation unit” in step S 411  (NO in step S 411 ), in step S 416 , the main control unit  304  determines whether the support type is “support an operation with use of a camera”. The support “support an operation with use of a camera” is performed to carry out an operation as the first image management module, by which a portion of the image forming apparatus  101  that needs maintenance is shot with use of a camera and video data acquired therefrom is transmitted to the remote support apparatus  102  (switch the processing module to the first image management module and execute the first image management module). The first image management module may use the camera mounted in the image forming apparatus  101  in advance or may use an external camera. In the latter case, the acquired video data is stored into the HDD  224  via the image input device  233  and the image input I/F  229 , and is read out as necessary. 
     Further, this support is also performed to carry out operation as the second image management module (switch the processing module to the second image management module and execute the second image management module). After the video data is processed by the remote support apparatus  102 , the second image management module acquires and displays processed image acquired therefrom. When these kinds of support processing are performed, the user can clearly understand which spot the user has to deal with in the maintenance portion shot by the camera, thereby smoothly solving the trouble. 
     If the main control unit  304  determines that the support type is “support an operation with use of a camera” in step S 416  (YES in step S 416 ), in step S 417 , the main control unit  304  transmits the video data formed by shooting the portion required to be maintained with use of the camera for a predetermined time period, to the support communication URI via a POST request. Further, in step S 418 , the main control unit  304  acquires the video data processed in the remote support apparatus  102  from the support communication URI via a GET request. As an example of the image processing performed in the remote support apparatus  102 , the operator combines a pointer or an explanatory text with the video data. 
     In step S 419 , the UI unit  301  displays the acquired processed image on the operation panel  212 . After the end of the display, the processing returns to step S 404 . In step S 404 , the main control unit  304  determines a next support type. 
     If the main control unit  304  determines that the support type is not “support an operation with use of a camera” in step S 416  (NO in step S 416 ), in step S 420 , the main control unit  304  determines whether the support type is “end”. If the support type is “end” (YES in step S 420 ), the processing ends. If the support type is not “end” (NO in step S 420 ), the processing returns to step S 404 . In step S 404 , the main control unit  304  determines a next support type. 
     Next, a procedure performed in the remote support apparatus  102  will be described with reference to  FIGS. 6 and 7 . In step S 501 , the session management unit  312  of the remote support apparatus  102  carries out GET transmission to the URI of the HTTP relay server  103  with authentication information and the identification information of the image forming apparatus  101  described in a “Request”. Because the URI of the HTTP relay server  103  is registered in the HDD  224  in advance, the session management unit  312  refers thereto. For example, an ID and a password are used as the authentication information. The serial number of the image forming apparatus  101 , for example, is used as the identification information. This processing allows the HTTP relay server  103  to relay a session between the image forming apparatus  101  and the remote support apparatus  102 . 
     In step S 502 , the session management unit  312  determines whether a “Response” to the GET request is a description of a connection start. If the “Response” is not a description of a connection start (NO in step S 502 ), the processing returns to step S 501 . In step S 501 , the session management unit  312  carries out GET transmission again. If the “Response” is a description of a connection start in step S 502  (YES in step S 502 ), in step S 503 , the session management unit  312  acquires a success in the authentication and the support communication URI from the “Response”. 
     The processing performed in this manner completes the step in which the HTTP relay server  103  establishes the HTTP communication path between the image forming apparatus  101  and the remote support apparatus  102 . 
     Next, the remote support apparatus  102  operates according to the following steps. In step S 504 , the UI unit  311  receives a selection or switching of a support type from the keyboard I/F  227 . After that, in steps S 505 , S 510 , S 513 , S 519 , and S 525 , the UI unit  311  determines the support type. 
     In step S 505 , the UI unit  311  determines whether the received support type is “transmit a video image of a portion where an error has occurred”. If the support type is “transmit a video image of a portion where an error has occurred” (YES in step S 505 ), in step S 506 , the UI unit  311  determines whether an “end” of the support is received from the keyboard I/F  227 . If an “end” is received (YES in step S 506 ), the processing returns to step S 504 . In step S 504 , the UI unit  311  receives a next support type. If an “end” is not received (NO in step S 506 ), the UI unit  311  notifies the main control unit  314  to that effect. 
     In step S 507 , the main control unit  314  generates a “Request” with the support type set to “transmit a video image of a portion where an error has occurred”, and transmits the generated “Request” to the support communication URI as a POST request. After that, in step S 508 , the main control unit  314  acquires the video data of the portion where the error has occurred from the support communication URI via a GET request. 
     In step S 509 , the UI unit  311  causes the display I/F  228  to display the video data acquired by the main control unit  314 . After the video data is displayed, the processing returns to step S 506 , and the processing continues. 
     If the UI unit  311  determines that the support type is not “transmit a video image of a portion where an error has occurred” in step S 505  (NO in step S 505 ), in step S 510 , the UI unit  311  determines whether the support type is “display a maintenance moving image”. If the UI unit  311  determines that the support type is “display a maintenance moving image” (YES in step S 510 ), the UI unit  311  notifies the main control unit  314  to that effect. 
     In step S 511 , the main control unit  314  generates a “Request” with the support type set to “display a maintenance moving image”, and transmits the generated “Request” to the support communication URI as a POST request. Further, in step S 512 , the main control unit  314  transmits a predetermined maintenance moving image stored in the HDD  224  to the support communication URI via a POST request. After that, the processing returns to step S 504 . In step S 504 , the UI unit  311  receives a selection of a next support type. 
     If the UI unit  311  determines that the support type is not “display a maintenance moving image” (NO in step S 510 ), in step S 513 , the UI unit  311  determines whether the support type is “remotely operate the operation unit”. If the support type is “remotely operate the operation unit” (YES in step S 513 ), in step S 514 , the UI unit  311  determines whether an “end” of the selected support is received from the keyboard I/F  227 . If an “end” is received (YES in step S 514 ), the processing returns to step S 504 . In step S 504 , the UI unit  311  receives a selection of a next support type. If an “end” is not received (NO in step S 514 ), the UI unit  311  notifies the main control unit  314  to that effect. 
     In step S 515 , the main control unit  314  generates a “Request” with the support type set to “remotely operate the operation unit”, and transmits the generated “Request” to the support communication URI as a POST request. Further, in step S 516 , the main control unit  314  acquires the operation unit image of the operation panel  212  of the image forming apparatus  101  from the support communication URI via a GET request. 
     In step S 517 , the UI unit  311  causes the display I/F  228  to display the operation unit image acquired by the main control unit  314 , and acquires an operation content input to the operation unit image from the keyboard I/F  227 . In step S 518 , the main control unit  314  transmits the operation content to the support communication URI as the remote operation command via a POST request. After that, the processing returns to step S 514 , and the processing continues. 
     If the UI unit  311  determines that the support type is not “remotely operate the operation unit” in step S 513  (NO in step S 513 ), in step S 519 , the UI unit  311  determines whether the support type is “support an operation with use of a camera”. If the support type is “support an operation with use of a camera” (YES in step S 519 ), in step S 520 , the UI unit  311  determines whether an “end” of the selected support is received from the keyboard I/F  227 . If an “end” is received (YES in step S 520 ), the processing returns to step S 504 , in which the UI unit  311  receives a selection of a next support type. If an “end” is not received (NO in step S 520 ), the UI unit  311  notifies the main control unit  314  to that effect. 
     In step S 521 , the main control unit  314  generates a “Request” with the support type set to “support an operation with use of a camera”, and transmits the generated “Request” to the support communication URI as a POST request. Then, in step S 522 , the main control unit  314  acquires the video data transmitted from the image forming apparatus  101 , from the support communication URI via a GET request. 
     In step S 523 , the UI unit  311  causes the display I/F  228  to display the video data acquired by the main control unit  314 , and receives an instruction to process the video data from the keyboard I/F  227 . At this time, the remote support apparatus  102  operates as the image processing module. As an example of the image processing performed by this image processing module, the operator combines a pointer or an explanatory text with the video image. In step S 524 , the main control unit  314  transmits the processed image acquired therefrom to the support communication URI via a POST request. After that, the processing returns to step S 520 , and the processing continues. 
     If the selected support is not “support an operation with use of a camera” in step S 519  (NO in step S 519 ), in step S 525 , the UI unit  311  determines whether the support type is “end”. If the support type is “end” (YES in step S 525 ), in step S 526 , the main control unit  314  generates a “Request” with the support type set to “end”, and transmits the generated “Request” to the support communication URI as a POST request. After that, the processing ends. If the support type is not “end” in step S 525  (NO in step S 525 ), the processing returns to step S 504 . In step S 504 , the UI unit  311  receives a selection of a next support type. 
     In this manner, in the remote support system according to the present exemplary embodiment, the request (the request to switch the processing module and the request to perform the support processing) according to the support type is transmitted from the remote support apparatus  102  to the image forming apparatus  101 , in which the processing module is switched as appropriate and the support processing is performed accordingly. Therefore, even if an unexpected event unsupportable by the support side occurs because its cause and solution are not expected and prepared in advance, such an event can be flexibly handled. 
     For example, when the support type selected by the remote support apparatus  102  or the support type when the request to switch the processing module is transmitted is “transmit a video image of a portion where an error has occurred”, the image forming apparatus  101  operates as the support image transmission module. For example, when an error has occurred in the image forming apparatus  101 , video data formed by shooting an error portion is transmitted to the remote support apparatus  102 . Therefore, the operator operating the remote support apparatus  102  can correctly and specifically understand what kind of error has occurred in the image forming apparatus  101 . After that, the operator can teach an appropriate recovery procedure to the user by transmitting a request to switch the processing module to another processing module and a request to perform the support processing as needed. 
     Further, when the support type is “display a maintenance moving image”, the image forming apparatus  101  operates as the support image display module. For example, when it is appropriate for the remote support apparatus  102  to reproduce the moving image that indicates the maintenance procedure for the image forming apparatus  101 , the support image display module reproduces the moving image that indicates the maintenance procedure on the operation panel  212 . The support image may be document data such as an operation manual, or may be a moving image that shows a demonstration of the maintenance. As a result, the user can perform the maintenance procedure without being at a loss. 
     Further, when the support type is “remotely operate the operation unit”, the image forming apparatus  101  operates as the operation module. In other words, the operation module follows the request to perform the support processing, and allows the operator to operate the panel operation I/F  208  of the image forming apparatus  101  via the remote support apparatus  102 . At this time, the operation module also transfers an image displayed on the operation screen of the operation panel  212  of the image forming apparatus  101  to the remote support apparatus  102 . Then, upon acquiring the remote operation command (the command instructing “a specific position in the XY coordinate system on the operation unit is clicked”) from the remote support apparatus  102 , the operation module performs processing according to a further request to perform the support processing. How the panel operation I/F  208  is being operated according to the acquired remote operation command is displayed on the display screen of the operation panel  212 . As a result, the user can visually understand a content that the operator wants to convey. 
     When the support type is “support an operation with use of a camera”, the image forming apparatus  101  operates as the first image management module. At this time, video data formed by shooting a portion requiring maintenance in the image forming apparatus  101  is transmitted to the remote support apparatus  102 . After that, the image forming apparatus  101  is switched to the second image management module according to the request to switch the processing module. Then, the second image management module acquires processed image subjected to the processing such as combining with explanatory texts or the like performed thereon, and displays the acquired processed image on the display screen of the operation panel  212 , according to the request to perform the support processing thereby. As a result, the user can clearly understand a portion which the user has to deal with in the video data, and therefore can smoothly solve the trouble. 
     Among results of the support processing performed by the respective processing modules of the image forming apparatus  101 , only a result which should be returned, is returned to the remote support apparatus  102 . Therefore, the present remote support system can avoid returning information that is not necessarily required in providing support, thereby allowing the support side to provide support sought by the user more quickly and efficiently. 
     The present exemplary embodiment has been described based on the example in which the electronic apparatus connected to the remote support apparatus  102  is the image forming apparatus  101 . However, the present invention is not limited to the image forming apparatus. The electronic apparatus may be any type of electronic apparatus as long as it can execute a plurality of processing modules for performing different support processing for the user asking for support while switching them as appropriate. The present invention can be applied even to a game machine or another type of information processing apparatus. 
     According to the exemplary embodiment of the present invention, the remote support apparatus can cause the electronic apparatus to selectively perform any of the support processing using the plurality of processing units, and can issue the request to switch the processing unit to a selected specific processing unit, and the request to perform the support processing using the switched processing unit as needed. Further, the exemplary embodiment of the present invention does not require the electronic apparatus to return all of results of the support processing performed by the respective processing units of the electronic apparatus but causes the electronic apparatus to return only a result which should be returned to the remote support apparatus. Therefore, the exemplary embodiment of the present invention can avoid returning information that is not necessarily required in providing support. This arrangement allows the support side to provide support sought by the user more correctly, quickly, and efficiently. 
     OTHER EMBODIMENTS 
     Embodiments of the present invention can also be realized by a computer of a system or apparatus that reads out and executes computer executable instructions recorded on a storage medium (e.g., non-transitory computer-readable storage medium) to perform the functions of one or more of the above-described embodiment(s) of the present invention, and by a method performed by the computer of the system or apparatus by, for example, reading out and executing the computer executable instructions from the storage medium to perform the functions of one or more of the above-described embodiment(s). The computer may comprise one or more of a central processing unit (CPU), micro processing unit (MPU), or other circuitry, and may include a network of separate computers or separate computer processors. The computer executable instructions may be provided to the computer, for example, from a network or the storage medium. The storage medium may include, for example, one or more of a hard disk, a random-access memory (RAM), a read only memory (ROM), a storage of distributed computing systems, an optical disk (such as a compact disc (CD), digital versatile disc (DVD), or Blu-ray Disc (BD)™), a flash memory device, a memory card, and the like. 
     While the present invention has been described with reference to exemplary embodiments, it is to be understood that the invention is not limited to the disclosed exemplary embodiments. The scope of the following claims is to be accorded the broadest interpretation so as to encompass all such modifications and equivalent structures and functions.