Context sensitive web-based user support

• US 6,629,134 B2
• Filed: 09/16/1999
• Issued: 09/30/2003
• Est. Priority Date: 09/16/1999
• Status: Expired due to Term

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Hayward, Ken, Krolczyk, Marc J., Marchionda, Dawn M.
• Primary Examiner(s): Coulter, Kenneth R.
• Assistant Examiner(s): NGUYEN, HAI V
• Application Number:
  US09/397,125
• Publication Number:
  US 20030023703A1
• Time in Patent Office: 1,475 Days
• Field of Search: 709/217, 709/203, 709/224, 709/220, 703/24, 705/21, 713/200, 713/201, 710/8, 347/50, 399/8, 399/10, 399/24, 399/27, 399/49
• US Class Current: 709/217
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method of providing support to a user of a computer peripheral includes sensing a peripheral indicia at a computer and registering the peripheral and downloading from a server additional information about the peripheral based on the peripheral indicia. The peripheral indicia includes any of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia. Registering the peripheral is performed by launching a communications browser to connect to the server. The method also senses a peripheral condition at the computer where the peripheral condition includes either an error code or a code indicative of a consumable reaching a predetermined threshold or both. This method accesses the server at an address defined by the peripheral condition, and the server provides the browser with additional information about the peripheral condition.

Claims

1. A method of providing support to a user of a copier or printer system using a consumable comprising:

sensing a condition of a consumable in at least one of a copier and a printer associated with a computer; and

launching a communications browser to access a server at an address defined by the condition of the consumable in at least one of the copier and the printer, the server providing the browser with additional information about the condition of the consumable in at least one of the copier and the printer; and

displaying audio and video assistance to the user about the consumable of the at least one of the copier and the printer.

2. The method of claim 1, wherein launching automatically launches the communications browser when information stored in the computer does not inform about the condition of the consumable in at least one of the copier and the printer;

and further comprising storing the additional information about the condition of at least one of the copier and the printer in the computer.

3. The method of claim 2, further comprising using the additional information in the computer relating to the condition of at least one of the copier and the printer for subsequent access without subsequently launching the browser.

4. The method of claim 1, wherein the additional information relating to the condition of at least one of the copier and the printer includes a flag to indicate whether the peripheral has been reported stolen, the method further comprising disabling the peripheral when the flag indicates that the peripheral has been reported stolen.

5. The method of claim 1, wherein sensing senses one of an error code and a code indicative of a consumable in at least one of the copier and the printer reaching a predetermined threshold.

6. A method of providing support to a user of a computer comprising:

sensing a indicia of a consumable in at least one of a copier and a printer at a computer;

launching a communications browser to connect to a server;

downloading from the server audio and video information about at least one of the copier and the printer based on the indicia of the consumable in at least one of the copier and the printer;

displaying a registration page including an information field for user input and indicia of at least one of the copier and the printer; and

sending the registration page to a registration server resulting in registering a configuration and data of registration stored in the registration system for at least one of the copier and the printer.

7. The method of claim 6, further comprising:

sensing a condition of at least one of the copier and the printer at the computer; and

launching a communications browser to access the server at an address defined by the condition of at least one of the copier and the printer, the server providing the browser with updated information about the condition of at least one of the copier and the printer.

8. The method of claim 6, further comprising:

sensing a condition of at least one of the copier and the printer at the computer; and

displaying the downloaded additional information when the downloaded additional information informs about the condition of at least one of the copier and the printer.

9. The method of claim 6, further comprising:

sensing a condition of at least one of the copier and the printer at the computer; and

displaying the downloaded additional information when the downloaded additional information informs about the condition of at least one of the copier and the printer and the downloaded information is dated within a predetermined period of a current date.

10. The method of claim 6, wherein sensing senses one of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia of at least one of the copier and the printer.

11. A computer readable media for controlling a processor and having modules stored thereon, the media comprising:

a first module to sense a indicia of at least one of the copier and the printer at the processor;

a second module for launching a communications browser module to connect to a server; and

a third module to download from the server audio and video information about the at least one of the copier and the printer based on the indicia of at least one of the copier and the printer;

displaying a registration page including an information field for user input and indicia of at least one of the copier and the printer; and

sending the registration page to a registration server resulting in registering a configuration and data of registration stored in the registration system for at least one of the copier and the printer.

12. The media of claim 11, further comprising:

a fourth module to sense a condition of at least one of the copier and the printer at the processor; and

a fifth module to launch a communications browser module to access the server at an address defined by the condition of at least one of the copier and the printer, the server providing the browser with updated information about the condition of at least one of the copier and the printer.

13. The media of claim 11, further comprising:

a fourth module to sense a condition of at least one of the copier and the printer at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the condition of at least one of the copier and the printer.

14. The media of claim 11, further comprising:

a fourth module to sense a condition of at least one of the copier and the printer at the processor; and

a fifth module to display the downloaded additional information when the downloaded additional information informs about the condition of at least one of the copier and the printer and the downloaded information is dated within a predetermined period of a current date.

15. The media of claim 11, wherein the first module includes logic to sense one of a model number, a part number, a serial number, a date of manufacturer and a configuration indicia of at least one of the copier and the printer.