Remote maintenance system, mail connect confirmation method, mail connect confirmation program and mail transmission environment diagnosis program

• US 20070174742A1
• Filed: 01/27/2006
• Published: 07/26/2007
• Est. Priority Date: 10/13/2005
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Tanikawa, Yasutaka, Hikita, Tomohiro, Kimura, Yoshihiro, Hayashi, Toshiaki, Tachibana, Ikuko, Tanifuji, Takashi, Horigami, Keisuke
• Granted Patent: US 7,757,122 B2
• Time in Patent Office: Days
• US Class Current: 714/57
• 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 11/0784 Routing of error reports, e.g. with a specific transmission path or data flow
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: H04L 41/026 using e-messaging for transporting management information, e.g. email, instant messaging or chat
• CPC Class Codes: H04L 41/0677 Localisation of faults
• CPC Class Codes: H04L 51/23 Reliability checks, e.g. acknowledgments or fault reporting

Abstract

When a fault is detected by a surveillance agent mounted in a user device, fault information is reported to a maintenance center device by an electronic mail through an internet. The user device is provided with a connect confirmation unit to prepare and transmit connect confirmation mails of a plurality of patterns different in mail content, and the maintenance center device is provided with a diagnosis unit, which diagnose a mail transmission environment of the user device from the reception result of one or a plurality of connect confirmation mails received within a fixed period of time and transmits a diagnosis result to the user device by the electronic mail.

Claims

1. A remote maintenance system to report fault information to a maintenance center by an electronic mail through the internet when a fault is detected by a surveillance unit mounted in a user device, wherein the user device is provided with a connect confirmation unit to prepare and transmit connect confirmation mails of a plurality of patterns different in mail content, and

wherein the maintenance center is provided with a diagnosis unit to diagnose the mail transmission environment of the user device from reception result of one or a plurality of connect confirmation mails received from the user device within a fixed period of time and transmit a diagnosis result to the user device or an arbitrary address by an electronic mail.

2. The remote maintenance system according to the claim 1, wherein the connect confirmation unit prepares and transmits the connect confirmation mails of a plurality of patterns different in either of the presence or absence of a partitioned mail, a mail size, an attachment file size, the number of attachment files, the extension code of the attachment file name or the length of the attachment file name.

3. The remote maintenance system according to the claim 1, wherein the diagnosis unit, when possible to receive the connect confirmation mails of all the patterns from among the connect confirmation mails of a plurality of patterns transmitted from the user device, transmits a connect success as a diagnosis result, and when there are the connect confirmation mails not receivable, transmits a message urging the change of the setup of the mail transmission environment as a diagnosis result.

4. The remote maintenance system according to the claim 1, wherein the connect confirmation unit, in case the presence of a mail partition is set in the mail transmission environment, prepares and transmits a first connect confirmation mail attached no file having a size less than a predetermined partition size and a second connect confirmation mail attached with a file having a size more than a partition size,

Wherein the diagnosis unit, in case both the first connect confirmation mail and the second connect confirmation mail are possible to receive, transmits a connect success as a diagnosis result, and

wherein the diagnosis unit, in case the first connect confirmation mail is received and the second connect confirmation mail is not possible to receive, transmits a setup change to no partitioned mail as a diagnosis result.

5. The remote maintenance system according to the claim 1, wherein the connect confirmation unit, in case the absence of a mail partition is set in the mail transmission environment, prepares and transmits the first connect confirmation mail attached with no file having a size of less than a predetermined portioned size and a third connect confirmation mail attached with a file having a sufficient size for the partition size,

wherein the diagnosis unit, in case both of the first connect confirmation mail and the third connect confirmation mail are possible to receive, transmits a connect success as a diagnosis result and

wherein the diagnosis unit, in case the first connect confirmation mail is possible to receive and the third connect confirmation mail is not possible to receive, transmits a setup change of the presence of the partitioned mail as a diagnosis result.

6. The remote maintenance system according to the claim 4, wherein the first connect confirmation mail is less than 64 Kb, the second connect confirmation mail is 64 to 128 Kb, and the third connect confirmation mail is 2 Mb.

7. The remote maintenance system according to the claim 1, wherein the connect confirmation unit, in case a diagnosis result from the maintenance system is not possible to receive even when a predetermined period of time has passed after the connect confirmation mail is transmitted, outputs a message for urging the review of the mail transmission environment.

8. The remote maintenance system according to the claim 1, wherein the connect confirmation unit transmits the connect confirmation mail prior to the start of the system operation.

9. The remote maintenance system according to the claim 1, wherein the connect confirmation unit transmits the connect confirmation mail in association with a periodic report mail periodically transmitted.

10. The remote maintenance system according to the claim 1, wherein the connect confirmation unit transmits the connect

confirmation mail in association with a fault occurrence mail transmitted by the fault detection of the user device.

11. A mail connect confirmation method of a remote maintenance system to report fault information to a maintenance center by an electronic mail through the internet when detecting a fault by a surveillance unit mounted in a user device, comprising:

a connect confirmation step of preparing and transmitting connection firming mails of a plurality of patterns different in mail content from the user device; and

a diagnosing step of diagnosing the mail transmission environment of the user device from the receiving result of one or a plurality of connect confirmation mails received from the user device within a fixed period of time at the maintenance center and transmitting the diagnosis result to the user device or an arbitrary address by the electronic mail.

12. The mail connect confirmation method of the remote maintenance system according to the claim 11, wherein the connect confirmation step prepares and transmits the connect confirmation mails of a plurality of patterns different in either of the presence or absence of a partitioned mail, a mail size, an attachment file size, the number of attachment files, the extension code of the attachment file name, the length of the attachment file name or the like.

13. The mail connect confirmation method of the remote maintenance system according to the claim 11, wherein the diagnosis step, in case the connect confirmation mails of all patterns are possible to receive from among the connect confirmation mails of a plurality of patterns transmitted from the user device, transmits a connect success as a diagnosis result, and in case there are the connect confirmation mails not receivable, transmits a message urging the change of the mail transmission environment as a diagnosis result.

14. The mail connect confirmation method of the remote maintenance system according to the claim 11, wherein the connect confirmation step, in case the presence of the mail partition is set in the mail transmission environment, prepares and transmits a first connect confirmation mail attached with no file having a size of less than a predetermined partition size and a second connect confirmation mail attached with a file having a size more than the partition size,

wherein the diagnosis unit, in case both of the first connect confirmation mail and the second connect confirmation mail are possible to receive, transmits a connect success as a diagnosis result and

wherein the diagnosis unit, in case the first connect confirmation mail is possible to receive and the second connect confirmation mail is not possible to receive, transmits a setup change to no partitioned mail as a diagnosis result.

15. The mail connect confirmation method of the remote maintenance system according to the claim 11, wherein the connect confirmation step, in case the absence of the mail partition is set in the mail transmission environment, prepares and transmits the first connect confirmation mail attached with no file having a size of less than a predetermined portioned size and the third connect confirmation mail attached with a file having a sufficient size for the partition size,

wherein the diagnosis unit, in case both of the first connect confirmation mail and the third connect confirmation mail are possible to receive, transmits a connect success as a diagnosis result and

wherein the diagnosis unit, in case the first connect confirmation mail is possible to receive and the third connect confirmation mail is not possible to receive, transmits a setup change to the presence of the partitioned mail as a diagnosis result.

16. A computer-readable storage medium which stores a program, allowing a computer of a user device which reports fault information to a maintenance center by an electronic mail through the internet when detecting a fault to execute,

a connect confirmation step of preparing and transmitting connect confirmation mails of a plurality of patterns different in mail content from the user device to the maintenance center, and

a diagnosis result reception step of receiving and displaying the diagnosis result of the mail transmission environment of the user device based on the reception result of the connect confirmation mail transmitted from the maintenance center.

17. The storage meium according to the claim 16, wherein the connect confirmation step prepares and transmits the connect confirmation mails of a plurality of patterns different in either of the presence or absence of a partitioned mail, a mail size, an attachment file size, the number of attachment files, the extension code of the attachment file name or the length of the attachment file name.

18. The storage medium according to the claim 16, wherein the diagnosis result reception step receives the diagnosis result of a connect success in case the connect confirmation mails of all patterns are possible to receive from among the connect confirmation mails of a plurality of patterns transmitted from the user device or a diagnosis result of a message urging the setup change of the mail transmission environment in case there are the connect confirmation mails not possible to receive.

19. The storage medium according to the claim 16, wherein the connect confirmation step, in case the presence of the mail partition is set in the mail transmission environment, prepares and transmits the first connect confirmation mail attached with no file having a size of less than a predetermined partition size and the second connect confirmation mail attached with a file having a size more than the partition size, and

wherein the diagnosis result reception step receives and displays a diagnosis result showing a connect success in case both of the first connect confirmation mail and the second connect confirmation mail are possible to receive, and a diagnosis result showing a setup change to no partitioned mail in case the first connect confirmation mail is possible to receive and the second connect confirmation mail is not possible to receive.

20. The storage medium according to the claim 16, wherein the connect confirmation step prepares and transmits the first connect confirmation mail attached with no file having a size of less than a predetermined partition size and the third connect confirmation mail attached with a file having a sufficiently large size for the partition size in case no partitioned mail is set to the mail transmission environment,

wherein the diagnosis result reception step receives and displays a diagnosis result showing a connect success in case both of the first connect confirmation mail and the third connect confirmation mail are possible to receive, and a diagnosis result showing a setup change to the presence of the partitioned mail in case the first connect confirmation mail is possible to receive and the third connect confirmation mail is not possible to receive.