Support system

• US 20030084131A1
• Filed: 10/29/2002
• Published: 05/01/2003
• Est. Priority Date: 10/30/2001
• Status: Active Grant

• Current Assignee: Fujitsu Ten Limited (DENSO Corporation)
• Original Assignee: Fujitsu Ten Limited (DENSO Corporation)
• Inventors: Yasuda, Takeshi
• Granted Patent: US 7,225,066 B2
• Time in Patent Office: Days
• US Class Current: 709/220
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A support system comprises a support center 21 and a control measurement system 31 to be supported, which are connected via a computer network 28. The control measurement system 31 comprises means for collecting information which is available for support and when a predetermined condition holds, transmitting the collected information to the support center 21. The support center 21 comprises means for receiving the information transmitted from the control measurement system 31 and storing the received information. The information transmitted from the control measurement system 31 contains information concerning user'"'"'s setting for the control measurement system 31.

Claims

1. A support system comprising:

a support device; and

a device to be supported,

wherein the device to be supported includes a collection and transmission unit for collecting information, which is available for support, and transmitting the collected information to the support device at a predetermined timing;

wherein the support device includes a storage unit for storing the information transmitted from the device to be supported.

2. The support system according to claim 1,

wherein the storage unit further stores predetermined information;

wherein the support device further includes an analysis unit for analyzing the information transmitted from the device to be supported and the predetermined information.

3. The support system according to claim 2,

wherein the support device further includes:

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported.

4. The support system according to claim 2,

wherein the information transmitted from the device to be supported contains information concerning user'"'"'s setting with respect to the device to be supported;

wherein the predetermined information contains information concerning configuration of the device to be supported; and

wherein the analysis result by the analysis unit indicates use state of the device to be supported.

5. The support system according to claim 1,

wherein the information transmitted from the device to be supported contains information concerning operation state of the device to be supported.

6. The support system according to claim 5,

wherein the information concerning the operation state of the device to be supported contains at least one of failure information, information concerning load on a CPU, information concerning an operation procedure by user, and information concerning operating time.

7. The support system according to claim 2,

wherein the information transmitted from the device to be supported contains information concerning operation state of the device to be supported, the information having failure information;

and

wherein the analysis result by the analysis unit indicates failure diagnosis of the device to be supported.

8. The support system according to claim 7,

wherein the support device further includes:

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported.

9. The support system according to claim 2, wherein the information transmitted from the device to be supported contains information concerning operation state of the device to be supported, the information having information concerning load on a CPU;

and

wherein the analysis result by the analysis unit indicates operation state of the device to be supported.

10. The support system according to claim 9,

wherein the support device further includes:

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported.

11. The support system according to claim 2,

wherein the information transmitted from the device to be supported contains information concerning operation state of the device to be supported, the information having at least one of information concerning an operation procedure by user and information concerning operating time;

and

wherein the analysis result by the analysis unit indicates use state by the user.

12. The support system according to claim 11,

wherein the support device further includes:

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported.

13. The support system according to claim 4,

wherein the predetermined information contains at least one of information concerning replacement parts with respect to the device to be supported and information concerning upgrade;

wherein the analysis result by the analysis unit indicates at least one of information concerning replacement parts suitable for the device to be supported and information concerning upgrade of the device to be supported.

14. The support system according to claim 8,

wherein the predetermined information contains at least one of information concerning replacement parts with respect to the device to be supported and information concerning upgrade;

wherein the analysis result by the analysis unit indicates at least one of information concerning replacement parts suitable for the device to be supported and information concerning upgrade of the device to be supported.

15. The support system according to claim 10,

wherein the predetermined information contains at least one of information concerning replacement parts with respect to the device to be supported and information concerning upgrade;

wherein the analysis result by the analysis unit indicates at least one of information concerning replacement parts suitable for the device to be supported and information concerning upgrade of the device to be supported.

16. The support system according to claim 1,

wherein the information transmitted from the device to be supported contains information concerning software.

17. The support system according to claim 16,

wherein the storage unit further stores predetermined information containing information concerning upgrade of the software, which has been installed in the device to be supported;

wherein the support device further includes;

an analysis unit for analyzing the information transmitted from the device to be supported and the predetermined information;

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported; and

wherein the support information is information concerning software suitable for the device to be supported.

18. The support system according to claim 17,

wherein the predetermined information further contains data forming the software suitable for the device to be supported;

wherein when it is requested to transmit the data to the device to be supported, the transmission unit transmits the data; and

wherein the device to be supported further includes;

a command unit by which user commands the data transmission; and

a transmission unit for transmitting a signal indicating the request to transmit the data, to the support device.

19. A support device comprising:

a storage unit for storing information transmitted at a predetermined timing from a device to be supported and predetermined information;

an analysis unit for analyzing the information transmitted from a device to be supported and the predetermined information and for analyzing the device to be supported;

a preparation unit for preparing support information based on the analysis result by the analysis unit; and

a transmission unit for transmitting the support information to the device to be supported.

20. A device to be supported comprising:

a collection and transmission unit for collecting information, which is available for support, and transmitting the collected information to the support device at a predetermined timing; and

a receiving unit for receiving support information corresponding to a state of the device to be supported, the support information analyzed in a support device.

21. A support method comprising the steps of:

storing predetermined information in advance;

collecting information, which is available for support;

transmitting the collected information at a predetermined timing;

storing the information transmitted;

analyzing the information transmitted and the predetermined information;

preparing support information based on the analysis result in the analyzing step; and

transmitting the support information.