JP2003043867A - Diagnostic apparatus, diagnosis method, image forming device, control method, storage medium and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide maintenance services meeting demands varying with each of users. SOLUTION: This apparatus has means of notifying a user of an adequate disposition method in the form selectable by the user through prescribed communication channels according to diagnosis information, such as defective image patterns and status information of the image forming device.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information processing apparatus, an image forming apparatus, a maintenance system, a storage medium, and a program for diagnosing a failure of an image forming apparatus and / or performing overall maintenance. Is.

[0002]

2. Description of the Related Art Conventionally, when a printer breaks down, a serviceman goes out or a user sends the printer itself to the customer window for repair and request. A mechanism has been proposed in which the operation information of the image forming apparatus is transmitted to a service center via a communication line and the service center manages the information.

Further, in Japanese Laid-Open Patent Publication No. 11-069123, when a device failure including the consumption of consumables or a communication failure occurs, the details of the failure and the contact information of the service center are printed so that the user can A mechanism is disclosed that allows the necessity of requesting maintenance from a service person at the service center to be considered.

[0004]

However, according to the prior art, even if the operation information of the image forming apparatus is collected at the service center, there is a part that is completely unilaterally managed by the service center. It was not possible to say that it corresponded to the request of.

In addition, even if a request for maintenance is considered, in a mechanism in which much of the work is left to the consideration of the user, who has less knowledge than an expert, for example, a service is provided even for a problem that can be dealt with by the user. Occasionally, there was a case where a man was requested to be dispatched, and it was not an economical and efficient mechanism for both the service provider and the service recipient.

In addition, even for the same kind of trouble,
The necessity of the service person may differ for each user, and for example, for a user who is familiar with dealing with troubles, there are many troubles that the user himself can deal with. However, in the conventional technology, it was originally impossible to provide a maintenance service so as to deal flexibly with each user.

Therefore, an object of the invention according to the present application is to provide a mechanism capable of promptly and rationally responding to a trouble of the image forming apparatus in maintenance of the image forming apparatus.

[0008] Further, as another object, it is to provide a mechanism capable of more responding to the user's request.

[0009]

The present invention has been made in view of the above problems, and is a diagnostic device for diagnosing a trouble of an image forming apparatus, wherein the image forming apparatus is provided via a predetermined communication line. The receiving means for receiving the diagnostic information, the generating means for generating a plurality of coping methods according to the diagnostic information received by the receiving means, and the plurality of coping methods generated by the generating means, There is provided a diagnostic device comprising: a transmission unit that transmits as information for displaying a selectable display screen to an external device that is communicable with the device via a predetermined communication line.

Alternatively, it is a diagnostic device for diagnosing a trouble of the image forming apparatus, and receives the image information read from the image reading unit of the image forming apparatus and the status indicating the state of the image forming apparatus. Receiving means, generating means for generating an optimum coping method according to the status and image information received by the receiving means, and the coping method generated by the generating means via the diagnostic device and a predetermined communication line. There is provided a diagnostic device, comprising: a transmitting unit that transmits as information to be displayed on a display unit of an external device that is communicable with each other.

Alternatively, the image forming apparatus is capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus through a predetermined communication line, and the diagnostic information indicating the state of the image forming apparatus is provided in the predetermined information. Transmitting means for transmitting via the communication line, receiving means for receiving information for displaying a plurality of coping methods generated by the diagnostic device according to the diagnostic information, and the receiving means. An image forming apparatus comprising: a display control unit that displays the plurality of coping methods.

Alternatively, the image forming apparatus is capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, and print control means for printing diagnostic print data, The reading unit that reads the image printed by the print control unit, the transmitting unit that transmits the image information read by the reading unit, and the status indicating the status via the predetermined communication line, and the diagnostic device. Display control means for receiving and displaying information for displaying a coping method which is generated according to the image information transmitted by the transmitting means and the status and is transmitted via the predetermined communication line. An image forming apparatus is provided having:

[0013]

BEST MODE FOR CARRYING OUT THE INVENTION (First Embodiment) Hereinafter, the present embodiment of the present invention will be described in detail with reference to the drawings.

FIG. 1 shows an overall schematic diagram of this embodiment. PCs (Personal Com) 101 and 103 are information processing devices used by users.
MF, which is an image forming apparatus.
P printer (Multifunction peripheral)
It is a device having a function of transmitting print data to the "herals printer" 104, 105, etc. through the communication line 108 to perform printing, and a function of executing processing based on each application program. Here, communication line 1
08 is a LAN (LAN Lo) in which data communication is established on the coaxial cable by the Ethernet communication method.
cal Area Network) is assumed.

The server 102 is an information processing device that communicates data with an external information processing device such as the external server 107. A telephone line is used as the communication line 106 connected to the external information processing device. It is conceivable that a wireless communication line, a line using an optical fiber communication line, or a wireless communication line is used. The image forming apparatus is not limited to the laser beam printer, and an inkjet printer conforming to the inkjet system, a thermal printer conforming to the thermal transfer system and the like can be applied to the present invention. In addition, in the case where a telephone line is used as the communication line 106, a mode in which a modem having a modulation and demodulation function is applied to the server 102 is also envisioned.

FIG. 2 shows a typical block diagram of an information processing apparatus, which corresponds to the configuration (function) of a personal computer or a server used by a user.

A CPU (Center) is provided in the information processing device.
al Processing Unit) 201, input device 202, main memory device 203, output device 204
And an auxiliary storage device 205, a clock device 206, and a communication device 209.

The CPU 201 is a member which is also called as a processing unit, and is a control unit 207 for sending a command to each device in the system to control its operation, and a calculation for performing a calculation process of digital data in the central part of the server. And a device 208.

Here, the CPU 201 cooperates with the programs stored in the main storage device 203 and the auxiliary storage device 205 to function as each means which is a component of the present invention. Here, as the consumables in the present embodiment,
In addition to toner cartridges, toner for copying machines, photosensitive drums, ink for inkjet printers, other consumable parts of the main body, paper, OHP sheets, and the like can be cited as examples.

Further, the CPU 201 functions as a storage means for storing information in the main storage device 203 and the auxiliary storage device 205 and as an updating means for updating the information stored therein.

Here, the function of each of the above means is the CPU 20.
1 may be realized in cooperation with a program stored in the main storage device 203 or the output device 204.

The control device 207 reads the data input from the input device 202 or a predetermined procedure (for example, program or software) into the main storage device 203 according to the timing of the clock generated by the clock device 206, and the read contents. Based on the above, an instruction is sent to the arithmetic unit 208 to perform arithmetic processing. The result of this operation is
Based on the control of the control device 207, the main storage device 203,
The data is transmitted to internal devices such as the output device 204 and the auxiliary storage device 205 and external devices.

The input device 202 is a member for inputting various data, such as a keyboard, a mouse, a pointing device, a touch panel, a mouse pad, and a CC.
D camera, card reader, paper tape reader,
A magnetic tape device or the like can be considered.

The main memory device 203 is a member that is considered as an alias memory, and is a member that refers to all of the addressable storage space used for executing instructions in the processing device and the internal storage device. This main storage device 203
Is mainly composed of a semiconductor memory element, stores and holds an input program or data, and controls the controller 2
In accordance with the instruction of 07, this stored and held data is read out to, for example, a register.

A RAM (Random Access) is used as a semiconductor memory element constituting the main memory device 203.
Memory) and ROM (Read Only Me)
More) and the like.

Further, the output device 204 is an arithmetic device 208.
Is a member for outputting the calculation result of, for example, CR
T, a plasma display panel, a liquid crystal display and other display devices, a printing device such as a printer, a voice output device, and the like.

The auxiliary storage device 205 is a member for supplementing the storage capacity of the main storage device 203. For example, a magnetic disk device, an optical disk device, a semiconductor disk device, etc., such as a floppy (registered trademark) disk, a hard disk, a CD. -ROM, CD-R, CD-RW, MO, etc. correspond. The auxiliary storage device 205 can be a database.

The communication device 209 is a device for communicating with an external network, and performs data transmission / reception, digital-analog conversion, and the like as appropriate according to the connected network.

Here, the above-mentioned devices are mutually connected by an address bus or a data bus.

The numbers of the main storage device 203 and the auxiliary storage device 205 are not limited to one each.
Any number may be used. These, the main storage device 20
3 and the number of auxiliary storage devices 205 increases, the fault tolerance of the server improves accordingly.

FIG. 3 is a block diagram showing the configuration of a digital multi-function peripheral used by the user. The digital multi-function peripheral includes an image forming unit 1, a control unit 2, a printing unit 3, a scanner unit 4,
It is composed of an operation unit 5, a facsimile (Fax) interface (I / F) 6 and a computer interface 7 for communicating with an external device, each of which is connected to the control unit 2 by a dedicated interface. The computer interface is, for example, a TC
It has a function of exchanging information with the outside according to the P / IP communication system. The control unit 2 is composed of a central processing unit (CPU) 8 and a storage device (memory) 9, which are connected by an internal interface.
The storage device 9 includes a volatile storage unit such as a RAM and a non-volatile storage unit such as a ROM and an HD (hard disk). The history such as the number of replacements of consumables is stored.

Although not shown in FIG. 3, the printing unit 3 feeds and conveys the paper to be printed and carries out the paper conveyance up to the paper ejection after printing based on an instruction from the control unit. A control unit, an optical system control unit that executes ON / OFF control of a laser based on an instruction from the control unit, a consumable material remaining amount control unit that detects the remaining amount of the consumable material used for image formation and transmits information to the control unit, High voltage system control unit that executes high voltage output necessary for electrophotographic processes such as charging, development, transfer, etc. based on the instruction of the control unit, and controls the temperature of the fixing unit based on the instruction of the control unit, and detects the abnormality of the fixing unit. A fixing temperature control unit, a paper presence / absence sensor input unit that transmits information of the paper presence / absence sensor in the paper feed unit and the paper conveyance path to the control unit, a jam detection unit that detects a conveyance failure during paper conveyance, and a function in the printer Failure detection part to detect the failure of parts, mark Detects that the is successful, the printing completion notification unit which notifies the control unit that is assumed to have a detection portion of the other various information.

The information detected by these detectors is stored in the storage device 9 of the image forming apparatus main body, and is used in the maintenance service described later.

FIG. 4 shows the printing unit 3 and the image forming unit 1 of FIG.
3 is a cross-sectional view of a configuration including a (printer unit) and a control unit 2. FIG.

Reference numeral 402 is a photosensitive drum (corresponding to the drum CRG) for forming an electrostatic latent image, 406 is a charging roller for uniformly charging the photosensitive drum 402, and 408 is a laser beam for the photosensitive drum 402. An optical unit for scanning above, 409 is a laser beam emitted from the optical unit 408, 403 is a toner CRG that stores toner that is a consumable material, 404 is a toner image on a photosensitive drum, and a predetermined paper A transfer roller charger (transfer unit) for transferring to a sheet, a fixing unit 405 for melting the toner on the sheet and fixing it on the sheet (fixer unit), and a sheet feeding cassette 401 for stacking sheets to be printed. Shown respectively.

In this embodiment, a digital multi-function peripheral (MFP printer) will be described below as an example, but the present invention is not limited to this, and an electrophotographic copying machine and a laser beep are used. It can also be applied to a printer or an inkjet printer.

FIG. 5 shows the MFP printer described with reference to FIG.
Alternatively, it shows a part of the configuration of the center server and the contents of the database. The block configurations of the MFP printer and the center server can respectively correspond to those in FIGS. 3 and 2, the communication unit of the MFP printer A corresponds to the computer I / F 7 and the control unit in FIG. 3, and the communication of the center server. The unit corresponds to the communication device 209 in FIG. Further, various data forming each database are stored in the storage means. The storage means of the MFP is the memory 9 in FIG. 3, and the storage means of the center server is the auxiliary storage means 205.
Respectively correspond to.

In the MFP printer A shown in FIG.
3 is a status information group, and 4 is a defective printing image. For example, the status information group 3 is printer operation information,
The printer location information, printer specification information, toner remaining amount information, printer paper information / remaining amount information, trouble information, consumable information, and operation information are included.

The printer operation information includes the total operation time, the number of printed sheets, the number of times consumable items such as toner CRG / drum CRG are replaced, and the like. These pieces of information are stored in a storage unit provided in the image forming apparatus, read out as appropriate, and transmitted to an external device.

The printer Location information corresponds to, for example, an address or the like input according to a user's input instruction via the operation unit 5 of the image forming apparatus shown in FIG. 3, and the printer is installed. This is information indicating the location. Further, the printer specification information includes the printer paper feed method (tray paper feed or cassette paper feed), paper ejection method (face-down paper ejection or face-up paper ejection),
The printing speed, maximum power consumption, and the like are stored in advance in a storage unit in the image forming apparatus. Further, when the center server has a table capable of specifying the specifications corresponding to the identification information such as the model of the image forming apparatus, the identification information is transmitted instead of transmitting the specification information from the image forming apparatus side. Different forms are envisioned. The toner remaining amount information is the remaining amount of toner, or the remaining estimated printable number calculated based on the remaining amount of toner, toner CRG /
For example, the estimated replacement time of the drum CRG. Further, the printer paper information / remaining amount information is the size and type of paper such as A4 and A3. Next, the defective printing image 4 is an image in which characters are not printed (hereinafter abbreviated as character loss), an image in which lines of vertical stripes are included (hereinafter abbreviated as vertical stripes), and the like.
Reference numeral 2 denotes a communication unit in the MFP printer A1 when a user requests a customer window to repair the status information group 3 and the defective print image 4 and has a function of transmitting and receiving data via a predetermined communication line. have.

Reference numeral 6 denotes a modem connected to the MFP printer printer main body A1 via a network cable 5. The modem is the server 10 as described in FIG.
2 (information processing device).

On the other hand, 7 is a database of the customer window (center server) connected through the public telephone line by the network cable 5 and the modem 6. Here, the database 7 is the database 7 described above.
Of the data stored in the auxiliary storage device and the data management program also stored in the auxiliary storage device of the CPU of FIG.
It functions by being executed by 201.

The database 7 has a communication section 8 for receiving data based on the status information group 3 and the defective printing image 4, and repair information or printing for each status according to the received status information and defective printing image. The information determining / determining unit 9 determines / determines the repair information for each defective image pattern or the repair information according to the status and the defective printing image pattern.

Based on the repair content judged or determined by the information judgment / determination unit 9, the information judgment / determination unit 9 further determines
Collect detailed repair content information by referring to the repair content information group of. For example, the repair content information group 10 includes repair parts information, repair cost information, repair days information, new MFP printer purchase information, etc., and the repair parts information includes parts list information for each printer and parts. This is the mounting method information. Further, the repair cost information includes parts price information for each printer, service personnel's business trip fee information, printer parts delivery fee information, and the like, and the repair days information includes printer parts delivery date information, service person's business trip possible time. Information.
The new MFP printer purchase information is price information for each printer and delivery date information for each printer.

Based on the collected repair content information group 10, the information judgment / determination unit 9 determines information on three repair methods.

Here, the information judgment / determination unit 9 actually stores the table in which the repair contents, the repair parts necessary for the repair, the repair cost information, etc. are associated with each other.
Information to be displayed on a display unit provided in a predetermined information processing device by referring to various information (a plurality of repair methods) stored in the database 7 based on the repair content. Is generated as.

FIG. 6 shows the processing from the occurrence of the MFP printer failure to the completion of the repair request. The processing of each step in FIG. 6 is performed by a central processing unit (CPU) provided in each device based on a program code stored in a non-volatile storage means (ROM or hard disk) provided in the device. It shall be realized based on the execution.

First, in step S601, MF
Failure information and trouble information including exhaustion of consumable goods detected by means for detecting various errors and failures provided in the P printer (digital multifunction peripheral) are detected.

Here, when a failure occurs, the MFP printer is provided with a button for notifying the call center (center server) of the failure. Step S6
In 02, the MFP printer determines whether or not the call center button for notifying the call center of the failure has been pressed.

If it is determined in step S602 that the call center button has not been pressed, the determination process of S602 is repeatedly executed.

On the other hand, if it is determined in step S602 that the call center button has been pressed, the process proceeds to the next step. By thus providing the call button, it is possible to realize a request that reflects the user's intention. In addition, as another preferable mode, a mode in which the image forming apparatus is automatically performed by having a function of determining whether or not to notify the call center of a trouble (fault) is assumed.

In step S603, the status at the time of failure is read from the memory inside the MFP. Here, the status read when a failure occurs is the number of prints that the MFP printer has printed so far, the number of prints that the toner cartridge has used for print output, jam count information, toner cartridge replacement count (hereinafter, toner cartridge The number of CRG exchanges), the drum cartridge (hereinafter, the number of drum CRG exchanges), the number of transfer drum exchanges, and the fixing potential are considered.

Then, in step S604,
The display "Is a defective print image occurring?" Is displayed on the display unit of the MFP printer. The display state is shown in FIG. Here, if the display processing is display processing by a program stored in the storage unit of the MFP printer, or if the center server that has received the status displays the display information on the display unit of the MFP printer on the Internet. A mode is also envisioned in which transmission is performed via a predetermined communication line such as, and control is performed so as to display.

Then, in step S605, S604
The MFP printer determines whether the user has pressed the Yes button or the No button in response to the question content of No. Here, as shown in FIG. 7, "Y
By selecting "es" or "No" with the cursor and pressing the "Select" button, it is determined to be "Yes" or "No".

If it is determined that the No button has been pressed, another process is performed. It is assumed that the other processing is, for example, receiving response information from the server side and performing processing according to the received response information.

On the other hand, when the MFP printer determines in step S605 that the Yes button has been pressed, the test printer output process is executed by the MFP printer.

Here, the output process of the test print is
When the center server receives the YES input in S605 via the Internet or the like, the center server sends the test print data to the M
A mode is assumed in which the FP printer is controlled to transmit and print.

Alternatively, in the case where the traffic volume of the public line or the like connecting the center server and the MFP printer in a communicable manner is congested for transmitting print data, for example, in S605, The present invention also contemplates a mode in which print data for test printing stored in advance in the storage unit inside the MFP is output in response to the MFP printer recognizing that the Yes button has been pressed.

Then, in step S607, a test print process is executed. The state of printing of the printed output in the normal case is as shown in "■ normal character pattern" shown in FIG. Further, in the example shown in FIG. 8, the character "A" is used as the test print pattern, but the present invention is not limited to this, and a pattern in which "A" is appropriately changed may be adopted. is assumed.

Here, the printed matter that has been output is placed on the document reading table by the user, and the document is read by the MFP printer by pressing a predetermined reading instruction button. Furthermore, the read image information is transmitted to an external device (center server) via a predetermined communication line. As the external device at this time, a center server or the like is assumed, but in addition, an information processing device (for example, the server 102 in FIG. 1) connected between the center server and the MFP printer is also assumed. In such a case, the information processing device executes the process of transmitting the image information to the center server. Also, step S
Similarly, in 603, a form in which the information processing device transmits the status to the center server is also assumed.

Then, in contrast to the processing of step S608, the processing of receiving the status and the image information is performed in the center server in step S609.

Here, an example of the image diagnosis when the image information that has been read by the scanner and transmitted by the user is received will be described more specifically.
This can be applied to the processing of the information judgment / determination unit 9 in FIG.

FIG. 9 shows the processing of the center server (customer window) for specifying what kind of defective image pattern the image information is, and the CPU in the server stores the program code stored in the nonvolatile storage means. It is realized according to the execution of the processing based on the above.

First, in step S901, the marking provided in the test pattern is detected. The marking is used to determine the standard for executing the trimming process in step S902 and is included in the print data of the test pattern.

Then, only a predetermined distance is moved from the marking which is the reference for trimming (a and b in FIG. 10).
The trimming process is performed in step S902 with reference to the point (corresponding to). For example, when trimming is performed on a quadrangle, a quadrangle figure having vertical and horizontal lengths A is trimmed from the coordinates calculated from the marking.

Then, in step S903, the trimmed figure is divided into a predetermined number of blocks.
The finer the resolution of this division, the more accurately the defective pattern of the image pattern can be specified, and the more preferable it is.

Then, in step S904, a count process is performed to determine how many black dots are in the divided blocks, and the number of dots determined to be black is counted. It should be noted that whether or not each block is black can be determined by setting a predetermined threshold for the density of black detected from each block so that it can be determined whether or not it is at or above the threshold. it can. For example, if the density of black is below the threshold, it is determined to be white.

Then, in step S905, it is determined whether or not the number of dots counted in step S904 is equal to or larger than a predetermined value A.
In step S908, it is predicted that the image information includes a defect factor of missing characters. This is based on the fact that when the image includes missing characters, the white portion is larger than in the normal case.

Then, in step S906, it is determined whether or not the counted number of dots is equal to or more than a predetermined value B (A <B). It is predicted that the information will include a cause of defective scattering. This is based on the fact that the number of black dots increases as a whole because a black portion is generated outside the outline of the character due to scattering, that is, blurring.

Next, in step S907, it is determined whether or not there is a straight line having a width equal to or less than a predetermined width. If the determination is Yes, vertical stripes are predicted in the defective image pattern. The reason for searching for a straight line having a predetermined width is to distinguish it from a straight line consisting of "A" of a normal character pattern. A straight line is detected in a horizontal direction from the left uppermost end with respect to the trimmed A × A image pattern of FIG. 10 in a frame of a predetermined width, for example, a frame of horizontal × vertical 7 × 21 (pixels × pixels). In the case where black pixels are detected in the frame and white pixels are detected outside the left and right frames, the vertical straight line of a predetermined length is detected. Will be recognized. When the movement in the horizontal direction ends from the left end to the right end, the frame is moved in the vertical direction (downward) by one pixel, and the horizontal pattern matching process described above is repeated.
When the processing for all the pixels in the vertical direction is completed by repeating the processing, it is determined whether or not the recognized vertical straight lines of a predetermined length are continuously connected in the vertical direction, and If it is determined that there is a vertical line, a vertical line having a length obtained by combining a plurality of straight lines having a predetermined length in the vertical direction is recognized. The width and length of the frame do not have to be limited to 7 × 21 and can be appropriately changed according to the width of the straight line to be recognized.

Also, steps S908, 909, and 910.
If none of the above, the print result (image) is determined to be normal.

When the defective image pattern, that is, the type of the defective image is specified by the above-described processing shown in the flowchart of FIG. 9, the information judgment / determination unit 9 determines the pattern (type) of the defective image and the user. Based on the type of status transmitted from the beginning, the actual repair content is determined by using the table as shown in FIG. 11 (step S610).

As a further preferred embodiment of the processing described in FIG. 9, by providing the server with a function for specifying the defective image pattern in more detail,
It becomes possible to provide the user with a maintenance service capable of more appropriately dealing with a failure.

Here, the processing of the information judgment / determination unit 9 using FIG. 11 will be described more specifically.

Here, the processing of determining the repair content based on the status and the repair information for each defective print image pattern by the function of the information judging / determining unit 9 in step S610 of FIG. A general explanation. It is realized by the CPU in the center server executing processing based on the program code stored in the non-volatile storage means.

FIG. 10 is a table for specifying the repair content according to the combination of the status type and the defective print image pattern, which is a program stored in the database of the center server. Hereinafter, a specific description will be given of the process of determining the repair content information according to the combination of the status and the defective print image pattern, when the table shown in FIG. 11 is used by the information determining / determining unit 9. .

Status A: Toner CRG replacement count:
0, number of drum CRG exchanges: 0, number of print prints:
9,500, number of transfer unit exchanges: 0, pattern A:
In the case of missing characters (blurred characters), the status state is that the number of toner CRG exchanges is 0 times / the number of printed prints is 9,500, and the information in FIG. The determination / determination unit 9 determines that the toner remaining amount is small because the number of remaining toner CRGs is 10,000, and determines the replacement of the toner CRGs as the repair content.

Status A: Toner CRG replacement count:
0, number of drum CRG exchanges: 0, number of print prints:
9,500, transfer unit replacement count: 0, pattern B:
In the case of scattering (blurring of characters), the status is toner CRG / drum CRG / transfer unit replacement count is 0 times / print number of prints is 9,500, and the defective image pattern is scattered based on the information. The information judgment / determination unit of FIG. 5 judges that the toner has deteriorated and is transferred / fixed, and determines the replacement of the toner CRG as the repair content.

Status A: Toner CRG exchange count:
0, number of drum CRG exchanges: 0, number of print prints:
9,500, transfer unit replacement count: 0, pattern C:
In the case of a vertical streak (a streak appears on the image), the status state is toner CRG / drum CRG / transfer unit replacement count 0 times / print number of prints 9,500, and the defective image pattern is a vertical streak. Based on the information
The information judgment / determination unit in FIG.
Since the number of sheets is 10,000, it is determined that the life of the drum CRG is short and the surface of the drum is worn, and the replacement of the drum CRG is decided as the repair content.

Status B: Toner CRG replacement count:
3, drum CRG replacement frequency: 1, print number of prints: 3
5,000, transfer unit exchange, number of replacements: 0, pattern A: missing character (blurred characters), status status is 3 times toner CRG replacement / 3 times drum CRG replacement / number of lint prints 34,500 sheets / the number of times the transfer unit is replaced is 0, and the information judgment / determination unit in FIG. 5 indicates that the life of the transfer unit is 35,000, based on the information that the image defect pattern is missing characters. Therefore, it is determined that the belt of the transfer unit has reached the end of its life and the belt surface is worn, and the replacement of the transfer unit is decided as the repair content.

The table shown in FIG. 11 is actually stored in the storage unit as a part of the database 7, and the table shown in FIG. 11 is an example. The present invention is not limited to this, and for example, a form including more defective print image patterns can provide a user with a more detailed maintenance service, and is therefore assumed as a preferred embodiment. To be done. Further, a storage table in which a combination other than the type of status and the pattern of the defective image as shown in FIG. 10 is assigned to the predetermined repair content is also envisioned as a preferred embodiment.

Returning to the description of FIG. 6, step S61.
In step 2, the determination / decision unit 9 determines one type or a plurality of types of repair methods based on the repair content specified in step S610.

For example, FIG. 12 shows an example of a repair method which is determined by the information judging / determining unit 9 through the processing of S611 when the repair content determined in step S610 is toner CRG replacement. Here, the respective repair methods of notifying the display unit of the MFP printer used by the user or the information processing apparatus by using the communication method such as electronic mail will be described. 1206 is toner CRG
If the repair method for the replacement is user replacement, the cost (including the shipping fee) is 20,000 yen / a week after the shipping time / the repair content method of the installation method manual is shown. 1207 is toner CR
When the repair method for G replacement is serviceman replacement,
Expenses (including travel expenses / installation expenses) ¥ 30,000 // Indicates the method of repair content two days after the dispatch time. If you purchase a new 1208 MFP printer, the price is JPY 500 (including installation cost).
It is shown that it is possible to provide the user with an electronic catalog (for example, pdf data) of a new MFP printer at 0000 / two weeks after the installation period / new MFP printer.

The database of the customer window is used for user repair, serviceman repair, and new MF.
The detailed information of each purchase of the P printer is transmitted to the user by using communication means conforming to a predetermined protocol such as electronic mail (step S613), and which repair method is adopted from a plurality of repair methods. The user to select Here, the display state that the user can browse on the display unit of the MFP printer corresponds to that shown in FIG. 12, but the display is not limited to the display unit of the MFP printer, for example, the center. The present invention also envisions a mode in which the information is displayed on a display unit connected to an information processing device such as a personal computer, which is capable of communicating with a server via a predetermined communication line.

Further, in FIG. 12, the repair content is toner CR.
In the case of G replacement, the mode in which three types of repair methods are presented, including the purchase of a new MFP, has been described, but the number of repair methods is not limited to three, and in some cases, different types of repair methods may be used. Present to the user (information judgment / determination unit 9
The repair method displayed on the display unit of the user)) is also assumed. For example, if repair parts have already been discontinued and only the new MFP is purchased, or if the repair content is such that user replacement is difficult, a serviceman replacement (repair by a serviceman)
It is also assumed that there are two types, ie, purchase of new MFP and purchase of new MFP. As described above, according to the status and the print failure image pattern, the determination processing of the information determination / determination unit 9 can provide the user with the maintenance service having more options, and the service more in line with the user's request can be provided. It becomes possible to provide it efficiently.

In step S614, the database of the customer window, which has received the selection result transmitted from the MFP printer through the predetermined communication line, stores the database in step S615, step S617, or step S617.
At 619, it is determined what the received selection result was.

If the determination is Yes in step S615, the delivery notification of the repair parts is transmitted to the terminal device set in the base near the MFP printer in step S616, and the user's destination is notified. The repair parts will be delivered to.

If Yes in step S617, the terminal device set in the base managing the dispatch of the service person in step S618, that is, the service base near the address where the MFP printer is set, is selected. A notification of a serviceman dispatch request is sent.

If Yes in S619, in step S620, a new product delivery process, that is, a notification to issue a new product delivery instruction to a base near the address where the MFP printer is installed is issued. Done.

As described above, in the first embodiment, the center server specifies the repair content according to the diagnostic information transmitted from the image forming apparatus used by the user,
Further, it is possible to specify a plurality of repair methods corresponding to the repair content, and further, for the device used by the user,
Since the specified plurality of target methods are transmitted via the communication line in a selectable form, it is possible to provide a maintenance service that meets different needs for each user as compared with the related art. For example, at the time of repair for replacement of parts, the user can appropriately select whether to replace the parts by himself or a serviceman.

Furthermore, the cause of the trouble such as the failure and the error that occurred is the printed appearance of the output printout,
Since it is specified by the combination with the operation information in the image forming apparatus, it is possible to specify the cause which was conventionally difficult to be specified by either the status or the image information.

(Second Embodiment) In the first embodiment, the center which transmits the status of the image forming apparatus together with the image information to the customer service center (center server) and receives the status and the image information. The server has been described as providing the maintenance service according to both sides, but in the second embodiment, a mode will be mainly described in which the maintenance service is provided to the customer based on the status information. This is considered to be useful in, for example, a laser beam printer having no image reading unit, an inkjet printer, or the like.

In the second embodiment, in the flowchart of FIG. 6 described in the first embodiment, after step S603, the process of step S609 is performed. However, the process of step S609 is changed to a process of “receive status”, and is a process of not receiving image information.

In S610, the table used in the center server and used in determining the repair content is as shown in FIG. In addition, similarly to FIG. 11, FIG. 13 is also stored in the storage unit as a part of the database 7.

According to the second embodiment, the center server can provide the user with appropriate maintenance according to the status of the image forming apparatus. In addition, when there are multiple repair methods, the center server function provides the user with a selection of multiple maintenance methods, providing a more flexible maintenance service to users. It will be possible to provide.

(Third Embodiment) In the second embodiment, a mode has been described in which the maintenance service is provided to the customer mainly from the status information.
In the third embodiment, a mechanism for determining the repair content and repair method from the defective print image pattern will be described.

This is as shown in FIG.
According to the mechanism described in the embodiment, when the defective print image pattern is transmitted to the center server,
For example, when the identified defective print image pattern is “scattering”, the information determination determination unit 9 predicts that the deterioration of the toner, which is a consumable material, is a cause without referring to the status information. It is possible to provide a user with a repair content and a repair method corresponding to the repair content. still,
The process of determining the repair content and the process of determining the repair method are based on the process of FIG. 6 described in the first embodiment, the process of step S603 is deleted, and the search of step S610 is performed. This is realized by using the table as shown in FIG. 11 from only the defective print image pattern.

In this way, the status information and the operation information of the image forming apparatus are omitted, and the repair content and a plurality of repair methods (corresponding methods) that can be determined corresponding to the repair content based on only the defective printing image pattern are judged and determined. Since it can be determined by the unit 9, it is not necessary to purposely provide a configuration for detecting status information in the image forming apparatus at the user's destination, and a flexible maintenance service can be provided even for an image forming apparatus which is inexpensive in cost. You can Further, since the diagnosis can be performed without transmitting the status information, it is possible to obtain the effect of reducing the traffic amount of the communication line.

(Other Embodiments) Even when the present invention is applied to a system including a plurality of devices (for example, a host computer, an interface device, a reader, and a printer), a device including one device (for example, a device). , Copier,
External server).

Further, the object of the present invention realizes the functions of the above-described embodiments. A storage medium (or a recording medium) in which the program code of the software of the procedure of FIGS. 6 and 9 is recorded for each device module and user module service module according to the execution subject is set in the device or personal computer as the execution subject. It can also be achieved by supplying each of them and reading the program code stored in the recording medium by them (or CPU or MPU).

In this case, the program code itself read from the storage medium realizes the function of the above-described embodiment, and the storage medium storing the program code and the program code itself form the present invention. It will be.

Further, by executing the program code read by the computer, not only the functions of the above-described embodiment are realized, but also the operating system (OS) running on the computer is executed based on the instruction of the program code. ) And the like perform some or all of the actual processing, and the processing realizes the functions of the above-described embodiments.

Further, after the program code read from the storage medium is written in the memory provided in the function expansion card inserted into the computer or the function expansion unit connected to the computer, the program code is read based on the instruction of the program code. , The CPU provided in the function expansion card or the function expansion unit performs some or all of the actual processing,
The case where the functions of the above-described embodiments are realized by the processing is also included.

[0104]

As described above, the status information and the image information of the image forming apparatus in which the trouble has occurred are transmitted to the center server (service window) that executes the diagnosis, and the database of the customer window repairs the failure. Method (user repairs itself, serviceman repairs, new MFP
Improve usability and clarify and speed up repair information through a series of processes such as automatically estimating repair information (content, cost, number of days) for each printer purchase and letting the user select a repair method. You can

Further, the repair information (content, cost, days) for the trouble of the image forming apparatus is estimated, and the repair method (the user himself / herself, the serviceman repairs / the purchase of a new MFP printer) is selectively provided to the user. Therefore, it is possible to provide a mechanism capable of realizing a service according to a repair request for each user.

[Brief description of drawings]

FIG. 1 shows an overall view of a system according to the invention.

FIG. 2 shows a typical block diagram of an information processing apparatus.

FIG. 3 is a block diagram showing a configuration of a digital multi-function peripheral (MFP).

FIG. 4 is a diagram illustrating an example of a cross-sectional view of a printing unit.

5 is a block diagram showing the function of each device described in FIG. 1 by function.

FIG. 6 is a flowchart showing processing from the occurrence of an MFP printer failure to the end of a repair request.

FIG. 7 is a diagram showing an operation unit with a display unit of the MFP printer.

FIG. 8 is a diagram showing a specific example of a print image defect pattern.

FIG. 9 is a flowchart showing a procedure for identifying what kind of defective image pattern the image information is.

FIG. 10 illustrates an example of trimming processing.

FIG. 11 is a diagram showing an example of a table for determining repair details based on a status and a defective print image pattern.

FIG. 12 is a diagram illustrating a specific example of each repair method notified to the user.

FIG. 13 is a diagram showing an example of a table for determining repair content based on a status.

[Explanation of symbols]

101, 103 PC 102 servers 104, 105 MFP printer 106 communication line 107 external server 108 communication line

─────────────────────────────────────────────────── ─── Continuation of front page (51) Int.Cl. ⁷ Identification code FI theme code (reference) G06F 13/00 351 G06F 13/00 351N H04N 1/00 106 H04N 1/00 106C F term (reference) 2C061 AP01 AP03 AP07 AQ04 AQ05 AQ06 AS13 HH01 HK23 HQ17 HV35 KK18 KK28 2H027 DA41 EE02 EE10 EJ08 EJ13 EJ15 GA21 GA54 GA56 GB05 GB09 GB11 GB19 HA02 HA03 HA06 HA07 HB05 HB11 HB13 HB14 HB17 ZA07 ZA09 5B021 AA01 NN17 5B089 JA35 JB03 JB14 KA12 KA13 LB14 MC11 5C062 AA05 AA14 AA29 AB38 AC41 AC42 AC56 AF00 BA04

Claims (30)

[Claims] 1. A diagnostic device for diagnosing a trouble of an image forming apparatus, comprising: receiving means for receiving diagnostic information of the image forming apparatus via a predetermined communication line; and diagnostic information received by the receiving means. Depending on the generation means for generating a plurality of coping methods according to the selection, the plurality of coping methods generated by the generation means can be selected as an external device that can communicate with the diagnostic device via a predetermined communication line. And a transmitting means for transmitting the information as information for displaying a different display screen. 2. The diagnostic information is a status of the image forming apparatus, and the plurality of coping methods are generated by the generating unit according to the status. Diagnostic device. 3. The diagnostic information is image information read by an image reading unit provided in the image forming apparatus and transmitted by the transmitting unit via a predetermined communication line. 2. The diagnostic apparatus according to claim 1, wherein the coping method is generated by the generating unit according to the image information. 4. The receiving unit receives image information read from an image reading unit of the image forming apparatus and a status indicating a state of the image forming apparatus, and the generating unit receives the image information by the receiving unit. The diagnostic device according to claim 1, wherein a plurality of different coping methods are generated depending on the image information and the status. 5. The diagnostic device according to claim 1, wherein the external device is the image forming device or an information processing device that is communicable with the image forming device. 6. The external device provides a coping method including a charge according to each of the plurality of coping methods, and the transmitting unit specifies a coping method for each of the plurality of coping methods. The diagnostic device according to claim 1, wherein the diagnostic device is transmitted as information to be displayed on the display unit. 7. The transmitting means causes the external device capable of communicating via the predetermined communication line to display information for instructing the external device to read the output test print on the platen. It transmits, The diagnostic device of Claim 1 characterized by the above-mentioned. 8. The status is the number of times a cartridge containing consumables is replaced in the image forming apparatus, the number of times a drum cartridge is replaced, the number of prints printed, the transfer unit, or the number of times of replacement. The diagnostic device according to claim 2, wherein: 9. A diagnostic apparatus for diagnosing a trouble of an image forming apparatus, the receiving apparatus receiving image information read from an image reading unit of the image forming apparatus and a status indicating a state of the image forming apparatus. Means, a generating means for generating an optimum coping method according to the status and image information received by the receiving means, and the coping method generated by the generating means via the diagnostic device and a predetermined communication line. A diagnostic device comprising: a transmission unit that transmits as information to be displayed on a display unit of an external device that is made communicable. 10. An image forming apparatus capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, wherein diagnostic information indicating a state of the image forming apparatus is provided to the predetermined apparatus. Transmitting means for transmitting via a communication line; receiving means for receiving information for displaying a plurality of coping methods generated by the diagnostic device according to the diagnostic information; and the receiving means received by the receiving means. An image forming apparatus comprising: a display control unit that displays a plurality of coping methods. 11. An image forming apparatus capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, and a print control unit for printing diagnostic print data; A reading unit that reads the image printed by the control unit, a transmission unit that transmits the image information read by the reading unit and a status indicating the status via the predetermined communication line, and the diagnostic device. Display control means for receiving and displaying information for displaying a coping method generated according to the image information transmitted by the transmitting means and the status, and transmitted via the predetermined communication line. An image forming apparatus having. 12. A diagnostic method for diagnosing a trouble of an image forming apparatus, comprising a receiving step of receiving diagnostic information of the image forming apparatus via a predetermined communication line, and a diagnostic information received in the receiving step. A generation step of generating a plurality of coping methods according to the above, and the plurality of coping methods generated by the generating step are displayed on an external device that is made communicable with the diagnostic device via a predetermined communication line. And a transmitting step of transmitting in a possible form. 13. The diagnostic information is a status of the image forming apparatus, and the plurality of coping methods are generated in the generating step according to the status. The diagnostic method described. 14. The diagnostic information is image information read by an image reading unit provided in the image forming apparatus and transmitted through a predetermined communication line in the transmitting step. 13. The diagnostic method according to claim 12, wherein the coping method is generated in accordance with the image information in the generating step. 15. The receiving step receives image information read from an image reading unit of the image forming apparatus and a status indicating a state of the image forming apparatus, and the generating step receives in the receiving step. 13. The diagnostic method according to claim 12, wherein a plurality of different coping methods are generated depending on the image information and the status. 16. The diagnostic method according to claim 12, wherein the external device is the image forming device or an information processing device communicable with the image forming device. 17. The external device provides a coping method that includes a charge for each of the plurality of coping methods, and the transmitting unit specifies a price for each of the coping methods. The diagnostic method according to any one of claims 12 to 16, wherein the diagnostic method is transmitted as information to be displayed on the display unit. 18. The transmitting step includes information for causing the external device, which is capable of communicating via the predetermined communication line, to display an instruction to read the output test print on a platen. The diagnostic method according to claim 12, wherein the diagnostic method is transmitted. 19. The status is the number of times of replacement of a cartridge containing consumables in the image forming apparatus,
13. The diagnostic method according to claim 12, wherein the number of times the drum cartridge is replaced, the number of prints printed, the transfer unit, or the number of times of replacement is used. 20. A diagnostic method by a diagnostic apparatus for diagnosing a trouble of an image forming apparatus, comprising: image information read from an image reading unit of the image forming apparatus; and a status indicating a state of the image forming apparatus. A reception step of receiving, a generation step of generating an optimum coping method according to the status and image information received in the reception step, and a coping method generated in the generation step with the diagnostic device in predetermined communication And a transmission step of transmitting the information as information to be displayed on a display unit of an external device that is communicable via a line. 21. A control method by an image forming apparatus capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, wherein diagnostic information indicating a state of the image forming apparatus is provided. A transmitting step of transmitting through the predetermined communication line, and a receiving of receiving information for displaying a plurality of coping methods generated by the diagnostic device according to the diagnostic information transmitted in the transmitting step. A control method comprising: a step; and a display control step for displaying the plurality of coping methods received in the receiving step. 22. A control method by an image forming apparatus capable of communicating with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, comprising a print control step of printing diagnostic print data. A reading step of reading the image printed in the printing control step; a sending step of sending the image information read in the reading step and a status indicating a status via the predetermined communication line; The device includes a display control step of receiving and displaying information for displaying a coping method that is generated according to the image information and the status and is transmitted through the predetermined communication line. Control method characterized by. 23. A program for diagnosing a trouble of an image forming apparatus, the program being executed by an information processing apparatus, the step of receiving diagnostic information of the image forming apparatus via a predetermined communication line, and the receiving step. A generation step of generating a plurality of coping methods in accordance with the diagnostic information received at, and the plurality of coping methods generated by the generating step can be communicated with the diagnostic device via a predetermined communication line. And a transmitting step of transmitting to an external device in a displayable form. 24. A program for diagnosing a trouble of an image forming apparatus, the program being executed by an information processing apparatus, the image information being read from an image reading section of the image forming apparatus and a state of the image forming apparatus. A receiving step of receiving a status, a generating step of generating an optimal coping method according to the status and image information received in the receiving step, and the coping method generated in the generating step with the diagnostic device. And a transmission step of transmitting the information as information to be displayed on a display unit of an external device that is made communicable via a predetermined communication line. 25. A program executed by an image forming apparatus that is communicable with a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, the diagnosis representing a state of the image forming apparatus. A transmitting step of transmitting information through the predetermined communication line, and receiving information for displaying a plurality of coping methods generated by the diagnostic device according to the diagnostic information transmitted in the transmitting step And a display control step for displaying the plurality of coping methods received in the receiving step. 26. A program executed by an image forming apparatus, which is communicable to a diagnostic apparatus for diagnosing a trouble of the image forming apparatus via a predetermined communication line, and print control for printing diagnostic print data. A step, a reading step of reading the image printed in the print control step, a transmission step of transmitting the image information read in the reading step and a status indicating a state via the predetermined communication line, A display control step of receiving and displaying information for displaying a coping method generated by the diagnostic device according to the image information and the status and transmitted via the predetermined communication line. A program characterized by having. 27. A storage medium in which a diagnostic program for diagnosing a trouble of an image forming apparatus is stored, the receiving step of receiving diagnostic information of the image forming apparatus via a predetermined communication line, and the receiving step. A generating step of generating a plurality of coping methods according to the received diagnostic information, and the plurality of coping methods generated by the generating step can be communicated with the diagnostic device via a predetermined communication line. A storage medium, which stores a code including a transmission step of transmitting in a displayable form to an external device in a computer-readable form. 28. A storage medium in which a diagnostic program for a diagnostic device for diagnosing a trouble of the image forming apparatus is stored, wherein the image information read from an image reading unit of the image forming apparatus and the image forming apparatus includes: A receiving step of receiving a status indicating a state, a generating step of generating an optimum coping method according to the status and image information received in the receiving step, and a coping method generated in the generating step A storage step of storing a code in a computer-readable form including a transmission step of transmitting as information to be displayed on a display unit of an external device capable of communicating with a diagnostic device via a predetermined communication line. Medium. 29. A storage medium storing a control program for an image forming apparatus, which is communicable via a predetermined communication line to a diagnostic apparatus for diagnosing a trouble of the image forming apparatus, In order to display a transmitting step of transmitting diagnostic information indicating a state via the predetermined communication line, and a plurality of coping methods generated by the diagnostic device according to the diagnostic information transmitted in the transmitting step. A storage medium storing a code in a computer-readable form, the code including a receiving step of receiving the information of 1. and a display control step of displaying the plurality of coping methods received in the receiving step. 30. A storage medium in which a control program for an image forming apparatus, which is communicable via a predetermined communication line, is stored in a diagnostic apparatus for diagnosing a trouble of the image forming apparatus, which is executed by a computer. A print control step for printing diagnostic print data; a read step for reading the image printed in the print control step; the image information read in the read step; A transmission step of transmitting through a line, information for displaying a coping method generated by the diagnostic device according to the image information and the status and transmitted through the predetermined communication line Storing a code in a computer-readable form including a display control step of receiving and displaying Media.