Service call system

• US 20050248805A1
• Filed: 12/06/2004
• Published: 11/10/2005
• Est. Priority Date: 12/25/2003
• Status: Active Grant

• Current Assignee: Seiko Epson Corporation (Seiko Group)
• Original Assignee: Seiko Epson Corporation (Seiko Group)
• Inventors: Shima, Toshihiro
• Granted Patent: US 7,679,764 B2
• Time in Patent Office: Days
• US Class Current: 358/1.150
• CPC Class Codes: H04N 1/00244 with a server, e.g. an internet server fax-servers or the like for store and forward H04N1/324
• CPC Class Codes: H04N 1/00344 with a management, maintenance, service or repair apparatus monitoring H04N1/00002
• CPC Class Codes: H04N 1/00464 using browsers, i.e. interfaces based on mark-up languages
• CPC Class Codes: H04N 1/32609 Fault detection or counter-measures, e.g. original mis-positioned, shortage of paper
• CPC Class Codes: H04N 1/32635 of reproducing apparatus or receiver, e.g. out of paper
• CPC Class Codes: H04N 1/32657 locally
• CPC Class Codes: H04N 1/32694 Storing a fault condition in memory
• CPC Class Codes: H04N 2201/0039 Connection via a network
• CPC Class Codes: H04N 2201/3202 of communication or activity log or report
• CPC Class Codes: H04N 2201/3278 Transmission

Abstract

On the printer PRT, there is a service call button installed on an operating panel 200 for notifying the management system 100 of a repair request when an error occurs that is difficult for the printer itself to detect, such as when during printing processing, work-up of the back surface, or missing dots occur. When it receives notice that the service call button has been pressed, the management system 100 creates a web page 500 that displays the input screen for inputting the details of the error contents, notes the URL of the web page 500 on an e-mail 10 and sends this to the user. Information relating to the printer PRT such as the usage history, years of use, and model, etc. stored in the database DB are reflected in the web page 500. For example, error contents inference from the usage history are selectively displayed, or errors that occurred before the service call button was pressed are displayed.

Claims

1. A method of managing a printing device via a network, wherein the network connects a printing device and a management system that manages the printing device,

the method comprising at the printing device side:

sending information relating to the usage status of the printing device to the management system from the printing device;

detecting a predetermined operation on the printing device;

notifying the management system of a specified notification that includes printing device identification information when the predetermined operation is detected, wherein the printing device identification information is information to identify the printing device;

the method comprising at the management system side;

storing the information sent from the printing device to an information storage unit;

extracting information relating to the printing device from the stored information based on the printing device identification information, and

performing predetermined processing in relation to the specified notification based on the extracted information.

2. A method in accordance with claim 1, wherein

printing device management information that includes the model of the printing device which has been correlated with the printed device identification information and at least part of the printing device usage history and failure history are stored in the information storage unit.

3. A method in accordance with claim 1, wherein

the predetermined processing in relation to the specified notification is executed by creating reply information in relation to the specified notification based on the extracted information and sending the reply information to a specified transmission destination.

4. A method in accordance with claim 3 further comprising:

creating a failure inference information based on the extracted information, wherein the failure inference information indicates a failure being generated in the printing device; and

wherein the sending the reply information is implemented by sending the reply information including the created failure inference information.

5. A method in accordance with claim 3, wherein

the sending the reply information is implemented by sending the reply information including an information for displaying the information relating to the printing device based on the extracted information and an input screen for inputting maintenance requests to the printing device.

6. A method in accordance with claim 1 further comprising:

notifying the specified notification when an operating unit of the printing device is operated.

7. A method in accordance with claim 1, wherein

the printing device comprises a display unit,

the method further comprising:

sending information to be displayed on the display unit

8. A method in accordance with claim 1 further comprising:

displaying a transmission status of the specified information in relation to the management system.

9. A method of managing a printing device, the method comprising:

sending specified information relating to the usage status of the printing device to a management system;

sending to the management system specified notifications other than the specified information, wherein the notification includes printing device identification information that identifies the printing device;

detecting operations in relation to an operating unit; and

notifying the management system of a specified notification when the detection is made.

10. A method of managing a printing device via a network, the method comprising:

storing information that is transmitted from the printing device;

receiving a specified notification, wherein the specified notification includes printing device identification information that identifies the printing device;

extracting information correlating to the printing device identification information from the stored information; and

performing a specified process in relation to the specified notification based on the extracted information.

11. A service call system comprising a printing device and a management system that manages the printing device are connected to a network,

wherein the printing device comprises:

a transmission unit that transmits specified information relating to the usage status of the printing device to the management system;

a detection unit that detects a specified operation in relation to the printing device; and

a notification unit that, when this detection is made, notifies the management system of a specified notification that includes printing device identification information that identifies the printing device;

and wherein the management system comprises;

an information storage unit that stores information transmitted from the printing device;

a receiving unit that receives the specified notification;

an extraction unit that extracts information correlating to the printer device identification information from the stored information; and

a processing unit that performs a specified process in relation to the specified notification based on the extracted information.

12. A printing device that is managed by a management system, the printing device comprising:

a transmission unit that transmits specified information relating to the usage status of the printing device to the management system;

an operating unit for sending to the management system specified notifications other than the specified information, wherein the notification includes printing device identification information that identifies the printing device;

a detection unit that detects operations in relation to the operating unit; and

a notification unit that notifies the management system of a specified notification when the detection is made.

13. A management system that manages a printing device via a network, the management system comprising:

an information storage unit that stores information that is transmitted from the printing device;

a receiving unit that receives a specified notification that includes printing device identification information that identifies the printing device;

an extraction unit that extracts information correlating to the printing device identification information from the stored information; and

a processing unit that performs a specified process in relation to the specified notification based on the extracted information.

14. A computer program product for control a printing device, the computer program product comprising:

a computer readable medium;

a computer program instruction of transmitting specified information relating to the usage states of the printing device to a management system;

a computer program instruction of detecting a specified operation on the printing device; and

a computer program instruction of notifying the management system of a specified notification that includes printing device identification information that identifies the printing device when the detection is made.

15. A computer program product for control a management system that manages a printing device, the computer program product comprising:

a computer readable medium;

a computer program instruction of storing information transmitted from the printing device;

a computer program instruction of receiving specified notification that includes printing device identification information that identifies the printing device;

a computer program instruction of extracting information that corresponds to the printing device identification information from the stored information; and

a computer program instruction of performing specified processing in relation to the specified notification based on the extracted information.