Interactive multimedia for remote diagnostics and maintenance of a multifunctional peripheral

• US 20040064762A1
• Filed: 09/30/2002
• Published: 04/01/2004
• Est. Priority Date: 09/30/2002
• Status: Active Grant

• Current Assignee: Sharp Kabushiki Kaisha (Hon Hai Precision Industry Co., Ltd.)
• Original Assignee: Sharp Laboratories of America Incorporated (Hon Hai Precision Industry Co., Ltd.)
• Inventors: Deshpande, Sachin Govind, Baker, Michael Douglas, Thomas, John Calvin
• Granted Patent: US 7,149,936 B2
• Time in Patent Office: Days
• US Class Current: 714/44
• CPC Class Codes: G06F 11/0733 in a data processing system embedded in an image processing device, e.g. printer, facsimile, scanner
• CPC Class Codes: G06F 11/0748 in a remote unit communicating with a single-box computer node experiencing an error/fault remote testing G06F11/2294
• CPC Class Codes: G06F 11/2294 by remote test

Abstract

An interactive multimedia system for remote diagnostics of, maintenance of, and assistance pertaining to a multifunction peripheral preferably includes a multifunction peripheral, a remote service endpoint, and a network system over which the multifunction peripheral communicates with the remote service endpoint. An audio/visual capture device and a display are preferably communicatively associated with the multifunction peripheral communication entity. The remote service endpoint provides assistance based on the audio/video data over the display in such exemplary forms as text, images, multimedia presentation, audio presentations, video presentations, or live interactive communications. The present invention is also directed to a method performed by a multifunction peripheral that provides interactive multimedia for remote diagnostics of, maintenance of, and assistance regarding a multifunction peripheral.

Claims

1. A method performed by a multifunction peripheral that provides interactive multimedia for remote diagnostics and maintenance of a multifunction peripheral, said method comprising the steps of:

(a) connecting said multifunction peripheral with a remote service endpoint to provide multimedia communication therebetween;

(b) exchanging capabilities between said multifunction peripheral and said remote service endpoint;

(c) exchanging multimedia information between said multifunction peripheral and said remote service endpoint;

(d) diagnosing said multifunction peripheral based on said multimedia information to produce a diagnosis; and

(e) receiving instructional multimedia based on diagnosis at said multifunction peripheral.

2. The method of claim 1 further comprising the step of servicing said multifunction peripheral.

3. The method of claim 2 wherein said step of servicing said multifunction peripheral further comprises the steps of:

(a) exchanging multimedia information between said multifunction peripheral and said remote service endpoint;

(b) monitoring said multifunction peripheral at said remote service endpoint;

(c) receiving instructional multimedia at said multifunction peripheral; and

(d) repeating said steps of monitoring said multifunction peripheral and receiving instructional multimedia until said multifunction peripheral is serviced.

4. The method of claim 1, said step of exchanging multimedia information between said multifunction peripheral and said remote service endpoint further comprising the steps of:

(a) providing a signal capture device;

(b) obtaining audio signals; and

(c) sending said audio signals to said remote service endpoint.

5. The method of claim 1, said step of exchanging multimedia information between said multifunction peripheral and said remote service endpoint further comprising the steps of:

(a) providing a signal capture device;

(b) obtaining video signals; and

(c) sending said video signals to said remote service endpoint.

6. The method of claim 1 further comprising the step of displaying said instructional multimedia on a display associated with said multifunction peripheral.

7. An interactive multimedia system for remote diagnostics of, maintenance of, and assistance pertaining to a multifunction peripheral, said interactive multimedia system comprising:

(a) a multifunction peripheral having a multifunction peripheral communication entity;

(b) a remote service endpoint having a remote service endpoint communication entity;

(c) a network system over which said multifunction peripheral communication entity communicates with said remote service endpoint communication entity;

(d) an audio/visual capture device for capturing audio/video data, said audio/visual capture device communicatively associated with said multifunction peripheral communication entity;

(e) a display for displaying instructional multimedia information, said display communicatively associated with said multifunction peripheral communication entity; and

(f) said remote service endpoint providing assistance based on said audio/video data.

8. The interactive multimedia system of claim 7 further comprising an error sensor/generator for sensing a multifunction peripheral error and providing a multifunction peripheral error signal to said multifunction peripheral communication entity.

9. The interactive multimedia system of claim 8 wherein said multifunctional peripheral error is at least one error selected from the group consisting of:

(a) a simple maintenance problem;

(b) an everyday problem associated with basic maintenance and servicing;

(c) technical problems;

(d) installation of initial hardware and software; and

(e) field upgrades of hardware and software.

10. The interactive multimedia system of claim 7 further comprising a user interface through which users may indirectly communicate with said remote service endpoint.

11. The interactive multimedia system of claim 10 further comprising a user interface through which users may indirectly communicate with said remote service endpoint through a multifunction peripheral and said network system.

12. The interactive multimedia system of claim 10 further comprising a user interface through which users may indirectly communicate with said remote service endpoint through a user terminal and said network system.

13. The interactive multimedia system of claim 7 further comprising a user terminal interconnectable with said multifunction peripheral, said user terminal being an intermediary between said multifunction peripheral and said network system.

14. The interactive multimedia system of claim 11, said user terminal incorporating at least one peripheral or module selected from the group consisting of:

(a) said multifunction peripheral communication entity;

(b) said audio/visual capture device;

(c) said display;

(d) said error sensor/generator; and

(e) said user interface.

15. The interactive multimedia system of claim 7, said display for playing audio signals thereon.

16. The interactive multimedia system of claim 7 further including audio projectors for playing audio.

17. The interactive multimedia system of claim 7 said remote service endpoint providing diagnostics based on said audio/video data.

18. The interactive multimedia system of claim 7 said remote service endpoint providing maintenance assistance based on said audio/video data.

19. The interactive multimedia system of claim 7, said audio/visual capture device capturing real-time audio/video data and said display displaying real-time instructional multimedia information.