System and method for automated printer diagnostics
First Claim
1. A support system for diagnosing printer problems, comprising:
- a support server having a rules engine for parsing printer diagnostic data into components, for analyzing the components and for generating a suggested solution based on combinations of printer diagnostic data and error conditions; and
at least one printer, located remote from the support server, wherein the printer includes a printer driver, responsive to a request for support, for communicating with the support server;
wherein, responsive to a request for support from the printer, the printer transmits printer diagnostic data to the support server;
wherein, the rules engine parses and analyzes the printer diagnostic data and generates a suggested solution and the support server transmits the suggested solution to the printer.
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Abstract
A support system for diagnosing printer problems, includes a support server and a printer located remote from the support server. The support server includes a rules engine for parsing printer diagnostic data into components, for analyzing the components and for generating a suggested solution based on combinations of printer diagnostic data and error conditions. The printer includes a printer driver, responsive to a user request for support, for communicating with the support server. Printer diagnostic data may be generated by a usage profile utility resident at the printer or by downloading a printer diagnostic utility from the support server, or a combination of both. Generated printer diagnostic data is sent to the support server where the rules engine parses and analyzes the received data and generates a suggested solution for transmission to the printer.
102 Citations
26 Claims
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1. A support system for diagnosing printer problems, comprising:
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a support server having a rules engine for parsing printer diagnostic data into components, for analyzing the components and for generating a suggested solution based on combinations of printer diagnostic data and error conditions; and
at least one printer, located remote from the support server, wherein the printer includes a printer driver, responsive to a request for support, for communicating with the support server;
wherein, responsive to a request for support from the printer, the printer transmits printer diagnostic data to the support server;
wherein, the rules engine parses and analyzes the printer diagnostic data and generates a suggested solution and the support server transmits the suggested solution to the printer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A support system for diagnosing printer problems, comprising:
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a support server having a rules engine for parsing printer diagnostic data into components, for analyzing the components and for generating a suggested solution based on combinations of printer diagnostic data and error conditions; and
at least one printer, located remote from the support server, wherein the printer includes a printer driver, responsive to a request for support, for communicating with the support server, a usage utility for generating and storing printer diagnostic data during operation of the printer, wherein printer diagnostic data comprises usage profile information and printer status information, and a web server for generating web pages pertaining to the printer;
wherein, responsive to a request for support, the printer driver loads a web browser, the web browser accesses a web address associated with the printer and invokes the web server, the web server generates a web page containing any stored usage profile information and printer status information and transmits the stored printer diagnostic data to the support server;
wherein, the rules engine parses and analyzes the printer diagnostic data and generates a suggested solution and the support server transmits the suggested solution to the printer.
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18. A method of remotely diagnosing printer problems in a support system having a support server and at least one printer located remote from the support server, comprising:
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sending a request for support from the printer to the support server;
transmitting printer diagnostic data to the support server;
using a rules engine to parse the printer diagnostic data into components and to analyze the components;
generating a suggested solution based on combinations of printer diagnostic data and error conditions; and
transmitting the suggested solution to the printer. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26)
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Specification