Support System and Method for Error Recovery in an Electronic Device

• US 20130055035A1
• Filed: 08/22/2012
• Published: 02/28/2013
• Est. Priority Date: 08/23/2011
• Status: Active Grant

• Current Assignee: KYOCERA Document Solutions, Inc. (Kyocera Corporation)
• Original Assignee: KYOCERA Document Solutions, Inc. (Kyocera Corporation)
• Inventors: Nakatsu, Kenta
• Granted Patent: US 8,972,796 B2
• Time in Patent Office: Days
• US Class Current: 714/48
• 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 11/0793 Remedial or corrective actions recovery from an exception in an instruction pipeline G06F9/3861; by retry G06F11/1402; for recovering from a failure of a protocol instance or entity H04L69/40
• CPC Class Codes: G06F 3/121 Facilitating exception or error detection and recovery, e.g. fault, media or consumables depleted

Abstract

An electronic device displaying an error recovery process includes an input unit, a display unit, a meta data transmitting unit, and a display control unit. The input unit accepts an operation of a user. The display unit displays an operation screen for the user. The meta data transmitting unit transmits screen image data on the display unit, user operation information input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data. The display control unit displays an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.

Claims

1. An electronic device displaying an error recovery process, the electronic device comprising:

an input unit configured to accept an operation of a user;

a display unit configured to display an operation screen for the user;

a meta data transmitting unit configured to transmit screen image data on the display unit, user operation information input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data; and

a display control unit configured to display an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.

2. The electronic device according to claim 1, further comprising:

a request processing unit configured to accept a request to execute a job corresponding to the accepted request,

wherein the meta data transmitting unit collects job status information from the request processing unit as the state information.

3. The electronic device according to claim 1, further comprising:

a login processing unit configured to perform a login process of the user,

wherein the meta data transmitting unit collects login user information from the login processing unit as the state information.

4. The electronic device according to claim 1, further comprising:

an internal unit configured to carry out a function of the electronic device,

wherein the meta data transmitting unit collects the state information about the internal unit upon reception of the meta data acquisition command.

5. An image forming apparatus displaying an error recovery process, the image forming apparatus comprising:

an input unit configured to accept an operation of a user;

a display unit configured to display an operation screen for the user;

an internal unit configured to carry out a function of the image forming apparatus;

a meta data transmitting unit configured to transmit screen image data on the display unit, user operation information input via the input unit, and state information about the internal unit, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data; and

a display control unit configured to display an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.

6. The image forming apparatus according to claim 5, further comprising:

a request processing unit configured to accept a request to execute a job corresponding to the accepted request,

wherein the meta data transmitting unit collects job status information from the request processing unit as the state information.

7. The image forming apparatus according to claim 5, further comprising:

a login processing unit configured to perform a login process of the user,

wherein the meta data transmitting unit collects login user information from the login processing unit as the state information.

8. A support service system displaying an error recovery process, the support service system comprising:

an electronic device; and

a support service terminal apparatus,

wherein the electronic device includes

an input unit configured to accept an operation of a user;

a display unit configured to display an operation screen for the user;

a meta data transmitting unit configured to transmit screen image data on the display unit, user operation information input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from the support service terminal apparatus, to the support service terminal apparatus as meta data; and

a display control unit configured to display an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus, and

wherein the support service terminal apparatus includes

a meta data analyzing unit configured to analyze the meta data transmitted from the electronic device in response to the meta data acquisition command; and

a remote control unit configured to transmit the meta data acquisition command to the electronic device and to transmit the user support data selected on the basis of a result of the analysis of the meta data by the meta data analyzing unit to the electronic device.

9. The support service system according to claim 8, wherein the electronic device further includes:

a request processing unit configured to accept a request to execute a job corresponding to the accepted request,

wherein the meta data transmitting unit collects job status information from the request processing unit as the state information.

10. The support service system according to claim 8, wherein the electronic device further includes:

a login processing unit configured to perform a login process of the user,

wherein the meta data transmitting unit collects login user information from the login processing unit as the state information.

11. The support service system according to claim 8, wherein the electronic device further includes:

an internal unit configured to carry out a function of the electronic device,

wherein the meta data transmitting unit collects the state information about the internal unit upon reception of the meta data acquisition command.

12. A method of displaying an error recovery process on an electronic device, the method comprising:

accepting an operation of a user;

displaying an operation screen for the user;

transmitting screen image data displayed in the displaying, user operation information accepted in the accepting, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data; and

displaying an error recovery process on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.

13. The method of displaying an error recovery process on an electronic device according to claim 12, further comprising:

accepting a request to execute a job corresponding to the accepted request,

wherein the transmitting includes collecting job status information from the accepted request as the state information.

14. The method of displaying an error recovery process on an electronic device according to claim 12, further comprising:

performing a login process of the user,

wherein the transmitting includes collecting login user information as the state information on the basis of the login process.

15. The method of displaying an error recovery process on an electronic device according to claim 12,

wherein the transmitting includes collecting state information about an internal unit that carry out a function of the electronic device upon reception of the meta data acquisition command.

16. A non-transitory computer readable recording medium that records an image forming program that causes a computer to function as an electronic device displaying an error recovery process, the program causing the computer to function as:

an input unit configured to accept an operation of a user;

a display unit configured to display an operation screen for the user;

a meta data transmitting unit configured to transmit screen image data on the display unit, user operation information input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data; and

a display control unit configured to display an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.