Automatic service requests over the world wide web

• US 6,003,078 A
• Filed: 11/15/1996
• Issued: 12/14/1999
• Est. Priority Date: 11/15/1996
• Status: Expired due to Term

• Current Assignee: Canon Kabushiki Kaisha (Canon Inc.)
• Original Assignee: Canon Information Systems Incorporated (Canon Inc.)
• Inventors: Kodimer, Marianne L., Danknick, Dan, Kim, Joohae, Mahajan, Rakesh
• Primary Examiner(s): Ramirez, Ellis B.
• Application Number:
  US08/749,638
• Time in Patent Office: 1,124 Days
• Field of Search: 395/200.48, 395/200.54, 399/8, 399/11, 399/12, 340/825.34, 709/224
• US Class Current: 709/224
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G03G 15/55 Self-diagnostics; Malfunction or lifetime display
• CPC Class Codes: G03G 2215/00109 Remote control of apparatus, e.g. by a host
• CPC Class Codes: G03G 2215/00113 Plurality of apparatus configured in groups each with its own host
• 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
• CPC Class Codes: G06F 11/328 Computer systems status display G06F11/327 takes precedence

Abstract

Status information concerning a condition of a network peripheral device connected to a network is automatically communicated to a remote service organization. First, a condition of the network peripheral device is detected. Then, in response to the detected condition, status information is automatically obtained, the status information corresponding to the detected condition. Finally, upon obtaining the status information, a packet is automatically transmitted to the remote service organization via the network, the packet containing the status information.

Claims

1. A method for communicating status information to a remote service organization from a network peripheral device connected to a network router, said method comprising:

detecting a condition of the network peripheral device for which service is required;

automatically obtaining status information in response to the detected condition, wherein obtaining the status information is conditioned on detection of the condition for which service is required and wherein the status information corresponds to the detected condition; and

automatically transmitting, upon obtaining the status information, a network packet to the remote service organization via the network, the network packet containing the status information.

2. A method according to claim 1, wherein the detected condition includes an operational problem.

3. A method according to claim 1, wherein the detected condition is related to a quantity of usage of the network peripheral device.

4. A method according to claim 1, wherein the remote service organization comprises a technical support facility.

5. A method according to claim 1, wherein the remote service organization comprises a sales facility.

6. A method according to claim 1, wherein the network peripheral device comprises a copier.

7. A method according to claim 1, wherein the packet includes an HTML file.

8. A method according to claim 7, wherein the HTML file includes a hypertext link to retrieve a second page from the peripheral device.

9. A method according to claim 1, wherein the network peripheral device is connected to a LAN, said method further comprising a step of automatically sending a message from the network peripheral device to a workstation connected to the LAN to indicate that the packet has been sent to the remote service organization.

10. A method according to claim 1, wherein the detected condition is set in accordance with a user input.

11. A method according to claim 1, wherein the network peripheral obtains the status information, and wherein the network peripheral transmits the network packet.

21. Computer-executable process steps according to claim 1, wherein the detected condition is set in accordance with a user input.

32. A network peripheral device according to claim 1, wherein the detected condition is set in accordance with a user input.

12. Computer-executable process steps stored in a computer-readable medium, the process steps to communicate status information to a remote service organization from a network peripheral device connected to a network router, said process steps comprising:

a detecting step to detect a condition of the network peripheral device for which service is required;

an obtaining step to obtain status information automatically in response to the detected condition, wherein obtaining the status information is conditioned on detection of the condition for which service is required and wherein the status information corresponds to the detected condition; and

a transmitting step to transmit automatically, upon obtaining the status information, a network packet to the remote service organization via the network, the network packet containing the status information.

13. Computer-executable process steps according to claim 12, wherein the detected condition includes an operational problem.

14. Computer-executable process steps according to claim 12, wherein the detected condition is related to a quantity of usage of the network peripheral device.

15. Computer-executable process steps according to claim 12, wherein the remote service organization comprises a technical support facility.

16. Computer-executable process steps according to claim 12, wherein the remote service organization comprises a sales facility.

17. Computer-executable process steps according to claim 12, wherein the network peripheral device comprises a copier.

18. Computer-executable process steps according to claim 12, wherein the packet includes an HTML file.

19. Computer-executable process steps according to claim 18, wherein the HTML file includes a hypertext link to retrieve a second page from the peripheral device.

20. Computer-executable process steps according to claim 12,

wherein said computer-executable process steps further comprise a sending step to send a message from the network peripheral device automatically to a workstation via a LAN connection to indicate that the packet has been sent to the remote service organization.

22. Computer-executable process steps according to claim 12, wherein the network peripheral obtains the status information, and wherein the network peripheral transmits the network packet.

23. A peripheral device which automatically initiates communication of status information to a remote service organization via a network, said peripheral device comprising:

a memory which stores process steps for execution by a processor; and

a processor which executes the process steps stored in the memory (1) to detect a condition of the peripheral device for which service is required, (2) to obtain status information automatically in response to the detected condition, wherein obtaining the status information is conditioned on detection of the condition for which service is required and wherein the status information corresponds to the detected condition, and (3) to initiate transmission of a network packet to the remote service organization via the network automatically upon obtaining the status information, the network packet containing the status information.

24. A peripheral device according to claim 23, wherein the detected condition includes an operational problem.

25. A peripheral device according to claim 23, wherein the detected condition is related to a quantity of usage of the peripheral device.

26. A peripheral device according to claim 23, wherein the remote service organization comprises a technical support facility.

27. A peripheral device according to claim 23, wherein the remote service organization comprises a sales facility.

28. A peripheral device according to claim 23, wherein the peripheral device comprises a copier.

29. A peripheral device according to claim 23, wherein the packet includes an HTML file.

30. A peripheral device according to claim 29, wherein the HTML file includes a hypertext link to retrieve a second page from the peripheral device.

31. A peripheral device according to claim 23, wherein said processor executes process steps stored in the memory to initiate sending a message from the peripheral device to a workstation connected to the LAN, the processor initiating the sending of the message automatically, and the message indicating that the packet has been sent to the remote service organization.

33. A peripheral device according to claim 23, wherein the network peripheral obtains the status information, and wherein the network peripheral transmits the network packet.

34. A method for communicating status information to a remote service organization from a network peripheral device connected to a network router, said method comprising:

automatically obtaining status information for the network peripheral device, wherein the network peripheral device obtains the status information; and

automatically transmitting, upon obtaining the status information, a network packet to the remote service organization via the network, the network packet containing the status information, wherein the network peripheral device transmits the network packet.

35. A method according to claim 34, further comprising the step of detecting a condition of the network peripheral device, wherein obtaining the status information is conditioned on detection of a condition for which service is required and wherein the status information corresponds to the detected condition.

36. Computer executable process steps stored in a computer-readable medium, the process steps to communicate status information to a remote service organization from a network peripheral device connected to a network router, said process steps comprising:

an obtaining step to obtain status information for the network peripheral device, wherein the network peripheral device obtains the status information; and

a transmitting step to transmit automatically, upon obtaining the status information, a network packet to the remote service organization via the network, the network packet containing the status information, wherein the network peripheral device transmits the network packet.

37. Computer-executable process steps according to claim 36, said process steps further comprising a detecting step to detect a condition of the network peripheral device, wherein obtaining the status information is conditioned on detection of a condition for which service is required and wherein the status information corresponds to the detected condition.

38. A peripheral device which automatically initiates communication of status information to a remote service organization via a network, said peripheral device comprising:

a memory which stores process steps for execution by a processor; and

a processor which executes the process steps stored in the memory (1) to obtain status information automatically for the peripheral device, and (2) to initiate transmission of a network packet to the remote service organization via the network automatically upon obtaining the status information, the network packet containing the status information.

39. A peripheral device according to claim 38, wherein the processor further executes the process steps stored in the memory to detect a condition of the peripheral device, wherein obtaining the status information is conditioned on detection of a condition for which service is required and wherein the status information corresponds to the detected condition.