Systems and methods for reporting device problems

• US 20050097405A1
• Filed: 11/03/2003
• Published: 05/05/2005
• Est. Priority Date: 11/03/2003
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Sesek, Robert, Testardi, Stephen L.
• Application Number:
  US10/700,133
• Publication Number:
  US 20050097405A1
• Time in Patent Office: Days
• US Class Current: 714/48
• CPC Class Codes: G03G 15/5079 for maintenance
• 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 11/0775 Content or structure details of the error report, e.g. specific table structure, specific error fields
• CPC Class Codes: G06F 11/0781 Error filtering or prioritizing based on a policy defined by the user or on a policy defined by a hardware/software module, e.g. according to a severity level
• CPC Class Codes: H04N 1/32609 Fault detection or counter-measures, e.g. original mis-positioned, shortage of paper
• CPC Class Codes: H04N 1/32625 Fault detection
• CPC Class Codes: H04N 1/32662 remotely, e.g. to the transmitter from the receiver
• CPC Class Codes: H04N 2201/0094 Multifunctional device, i.e. a device capable of all of reading, reproducing, copying, facsimile transception, file transception
• CPC Class Codes: H04N 2201/0098 User intervention not otherwise provided for, e.g. placing documents, responding to an alarm

Abstract

Disclosed are systems and methods for reporting device problems. In one embodiment, a system or a method pertains to collecting device data relevant to diagnosing or fixing a problem encountered by a user of a device, collecting user input regarding the encountered problem, and generating a customized problem report that describes the problem and that includes the collected device data.

Claims

1. A method for reporting device problems, the method comprising:

collecting device data relevant to diagnosing or fixing a problem encountered by a user of a device;

collecting user input regarding the encountered problem; and

generating a customized problem report that describes the problem and that includes the collected device data.

2. The method of claim 1, wherein collecting device data comprises collecting data pertaining to an imaging device with which the user has encountered the problem.

3. The method of claim 1, wherein collecting device data comprises collecting one or more of a device model, a device serial number, a year the device was manufactured, a firmware version that the device is running, a configuration of a device, settings currently selected for device operation, an Internet protocol (IP) address of the device, a media access control (MAC) address of the device, a current page count for the device, a type of media the device is using, and a physical location of the device.

4. The method of claim 1, wherein collecting user input comprises collecting user input at the device.

5. The method of claim 1, wherein collecting user input comprises collecting user input at a separate user computing device that received the collected device data from the device with which the problem was encountered.

6. The method of claim 1, wherein collecting user input comprises at least one of receiving answers to questions presented to the user and comments regarding the encountered problem that are provided by the user.

7. The method of claim 6, wherein collecting the answers or comments comprises recording spoken answers or comments of the user with a microphone of the device.

8. The method of claim 1, wherein collecting user input comprises scanning a printed document that the user has provided for scanning to the device.

9. The method of claim 1, wherein generating a customized problem report comprises generating a customized problem report on the device.

10. The method of claim 1, wherein generating a customized problem report comprises generating a customized problem report on a separate computing device that received the collected device data from the device with which the problem was encountered.

11. The method of claim 1, further comprising detecting a device error and querying the user as to whether to create a customized problem report.

12. The method of claim 1, further comprising receiving a problem indication from a user that was input with a user interface of the device.

13. The method of claim 1, further comprising sending the customized problem report to another device.

14. The method of claim 1, further comprising sending the collected device data to another device for purposes of generating the customized problem report on that other device.

15. A system for reporting device problems, the system comprising:

means for determining when a device problem has been encountered;

means for collecting device data relevant to diagnosing or fixing the problem;

means for collecting user input regarding the encountered problem; and

means for generating a customized problem report that describes the problem and that includes the collected device data.

16. The system of claim 15, wherein the means for determining when a device problem has been encountered comprise means detecting a device error.

17. The system of claim 15, wherein the means for determining when a device problem has been encountered comprise means to receive a problem indication input by a user.

18. The system of claim 15, wherein the means for collecting device data comprise means for collecting one or more of a device model, a device serial number, a year the device was manufactured, a firmware version that the device is running, a configuration of a device, settings currently selected for device operation, an Internet protocol (IP) address of the device, a media access control (MAC) address of the device, a current page count for the device, a type of media the device is using, and a physical location of the device.

19. The system of claim 15, wherein the means for collecting user input comprise a user interface of the device that includes at least one of a button, a display, and a microphone.

20. The system of claim 15, wherein means for collecting user input comprise a user computing device that is in communication with the device with which the problem was encountered.

21. The system of claim 15, wherein the means for collecting user input comprise means for scanning a printed document provided by the user.

22. The system of claim 15, further comprising means for sending the customized problem report to another device.

23. A problem reporting manager stored on a computer-readable medium, the manager comprising:

logic configured to identify a problem encountered with a device by a user;

logic configured to collect device data relevant to diagnosing or fixing a problem;

logic configured to collect user input regarding the encountered problem; and

logic configured to generate a customized problem report that describes the problem and that includes the collected device data.

24. The manager of claim 23, wherein the logic configured to collect device data comprises logic configured to collect one or more of a device model, a device serial number, a year the device was manufactured, a firmware version that the device is running, a configuration of a device, settings currently selected for device operation, an Internet protocol (IP) address of the device, a media access control (MAC) address of the device, a current page count for the device, a type of media the device is using, and a physical location of the device.

25. The manager of claim 23, wherein the logic configured to collect user input comprises logic configured to receive at least one of answers to questions presented to the user and comments regarding the encountered problem that are provided by the user.

26. The manager of claim 23, wherein the logic configured to collect user input comprises logic configured to scan a printed document that the user has provided to the device.

27. The manager of claim 23, further comprising logic configured to detect a device error and logic configured to query the user as to whether to create a customized problem report.

28. The manager of claim 23, further comprising logic configured to receive a problem indication from a user that was input with a user interface of the device.

29. The manager of claim 23, further comprising logic configured to send the customized problem report to another device.

30. A problem reporting manager stored on a computer-readable medium, the manager comprising:

logic configured to receive information transmitted from a device with which a user encountered a problem;

logic configured to generate a customized problem report that is relevant to the encountered problem; and

logic configured to send the customized problem report to another device.

31. The manager of claim 30, wherein the logic configured to generate a customized problem report comprises logic configured to collect user input regarding the encountered problem.