System and method for guided printer servicing

• US 10,217,089 B2
• Filed: 10/27/2017
• Issued: 02/26/2019
• Est. Priority Date: 01/05/2016
• Status: Active Grant

• Current Assignee: Intermec Technologies Corporation (Honeywell International Inc.)
• Original Assignee: Intermec Technologies Corporation (Honeywell International Inc.)
• Inventors: Celinder, Thomas Axel Jonas, Berggren, Torben Kristofer
• Primary Examiner(s): St Cyr, Daniel
• Application Number:
  US15/795,406
• Publication Number:
  US 20180068278A1
• Time in Patent Office: 487 Days
• Field of Search: 23546201, 235376, 235437, 235454
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A guided barcode printer diagnostic and servicing system and method includes a software application for a smart phone that simplifies the process of detecting problems with and servicing a malfunctioning barcode printer. Illustrated, audible, and/or written instructions prompt the user to obtain photographs, video recordings, and/or audio samples of the malfunctioning printer. Data processing algorithms extract diagnostic data from the photographs, video recordings, and/or audio samples. The diagnostic data is compared to known printer problem data stored in a database. If a potential problem is identified, a likely repair solution is presented with easy-to-follow servicing instructions. If a potential problem is not identified, additional troubleshooting steps are performed by the user, if needed, until the barcode printer is fixed or it is determined that a skilled service technician is needed.

Claims

1. A method for troubleshooting a printer, the method comprising:

obtaining a video recording of the printer during printer operation with a portable electronic device having a camera, a microphone, and a processor in communication with a database containing data indicative of known printer problems;

deriving diagnostic data of the printer from the video recording;

comparing the diagnostic data of the printer with the data indicative of known printer problems; and

identifying a potential printer problem based on the comparison between the diagnostic data of the printer and the data indicative of known printer problems.

2. The method according to claim 1, wherein the portable electronic device is configured to identify at least one solution to a most likely potential problem.

3. The method according to claim 2, comprising providing a repair solution for each identified potential printer problem, wherein the repair solution includes at least one image identifying a component of the printer on a visual display.

4. The method according to claim 1, wherein the portable electronic device is a smart phone.

5. The method according to claim 1, wherein the diagnostic database is updated with new data.

6. The method according to claim 1, comprising obtaining printer identification information from the video recording of the printer.

7. The method according to claim 1, comprising:

obtaining printer identification information by;

scanning and decoding of a label; and

/or

wirelessly receiving the printer identification information.

8. The method according to claim 1, comprising receiving a user input at the electronic device, wherein the user input is indicative of the printer identification information.

9. A method for identifying printer problems, the method comprising:

obtaining at least one of a photograph, an audio sample, and a video recording during the printer operation with a portable electronic device having a camera, a microphone, and a processor in communication with a database containing data indicative of known printer problems;

deriving diagnostic data of the printer from the at least one of the photograph, the audio sample, and the video recording;

comparing the diagnostic data of the printer with the data indicative of known printer problems; and

identifying a potential printer problem based on the comparison between the diagnostic data of the printer and the data indicative of known printer problems.

10. The method for identifying printer problems according to claim 9, comprising identifying at least one solution to the identified potential printer problem.

11. The method for identifying printer problems according to claim 9, comprising displaying a repair solution for each identified potential printer problem on the electronic device, wherein the repair solution includes at least one image identifying a component of the printer on a visual display.

12. The method for identifying printer problems according to claim 9, wherein the diagnostic database is configured to be updated with new data.

13. The method for identifying printer problems according to claim 9, wherein the portable electronic device is a smart phone.

14. A system for troubleshooting a printer, the system comprising:

a portable electronic device comprising a display, a camera, a microphone, and a processor in communication with a diagnostic database containing data indicative of known printer problems, the camera and the microphone in operative communication with the diagnostic database; and

a set of downloadable computer executable instructions to configure the portable electronic device to;

display a sequence of printer troubleshooting instructions for a user to perform;

obtain, with the portable electronic device, a video recording and an audio recording of the printer performing or attempting to perform a printer operation;

derive diagnostic data from the video recording and the audio recording obtained with the portable electronic device;

identify a potential problem based on a comparison of the diagnostic data derived and the data indicative of known printer problems; and

identify a most likely solution based on the potential problem identified.

15. The troubleshooting system according to claim 14, wherein the portable electronic device is configured to display user actions associated with the most likely solution.

16. The troubleshooting system according to claim 15, wherein the display includes at least one image identifying a component of the printer.

17. The troubleshooting system according to claim 14, wherein the diagnostic database is configured to be updated with new data.

18. The troubleshooting system according to claim 14, wherein the portable electronic device is a smart phone.

19. The troubleshooting system according to claim 14, wherein the portable electronic device is configured to obtain printer identification information from a label affixed to the printer.

20. The troubleshooting system according to claim 14, wherein the portable electronic device is configured to receive a user input at the electronic device, wherein the user input is indicative of printer identification information.