User support

• US 7,013,410 B2
• Filed: 09/24/2001
• Issued: 03/14/2006
• Est. Priority Date: 09/27/2000
• Status: Expired due to Term

• Current Assignee: Seiko Epson Corporation (Seiko Group)
• Original Assignee: Seiko Epson Corporation (Seiko Group)
• Inventors: Asauchi, Noboru
• Primary Examiner(s): BADERMAN, SCOTT T
• Application Number:
  US09/962,839
• Publication Number:
  US 20020093525A1
• Time in Patent Office: 1,632 Days
• Field of Search: 714/46, 714/4, 714/45, 714/57, 714/44
• US Class Current: 714/46
• CPC Class Codes: H04L 41/18 Delegation of network management function, e.g. customer network management [CNM]
• CPC Class Codes: H04L 41/5064 Customer relationship management

Abstract

Online support is given for operation of a device. First, a client system equipped with the device is connected to a user support server that gives online support for operation of the device. Next, the client system transmits device information for which the device model can be specified and use environment information indicative of an operation environment of the device to the user support server system. Finally, using the information transmitted to the user support server system, the device support information for supporting operation of the device that the client system has is generated, and the device support information is transmitted to the client system.

Claims

1. A user support method of providing online support for operation of a printing device coupled to a client system, comprising steps of:

(a) connecting the client system to a user support server system configured to provide online support for operation of the printing device;

(b) transmitting device information indicative of a device model and environment information indicative of an operation environment of the printing device, from the client system to the user support server system;

(c) generating device support information using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the printing device;

(d) transmitting the device support information from the user support server system to the client system; and

(e) displaying the device support information on the client system, wherein

the step (b) includes a step of generating device malfunction information by the client system, used to diagnose malfunction of the printing device, and wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

step (c) includes generating a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

step (e) includes making proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained in step (c).

2. The user support method of claim 1, wherein

the client system obtains a user ID and a password for receiving permission for access to the user support server system before the step (a), and

the step (a) includes a step of connecting the client system to the user support server with the user ID and the password.

3. The user support method of claim 1, wherein

the device support information includes malfunction solution information configured to be used to solve malfunction of the printing device.

4. The user support method of claim 3, wherein the step (b) includes a step of:

transmitting the device malfunction information to the user support server system.

5. The user support method of claim 4, further comprising steps of:

trying to generate the device malfunction solution information by the client system using the device information and the operation environment information stored in advance in the client system before the step (a),

halting the steps (a) through (d) if the generation of the device malfunction solution information is successful, and

executing the steps (a) through (d) if the generation of the device malfunction solution information is not successful.

6. The user support method of claim 3, wherein

the step (c) includes a step of generating the device malfunction solution information with the information transmitted to the user support server system.

7. The user support method of claim 3, wherein

the step (c) includes a step of solving malfunction of the printing device with the device malfunction solution information under a control of the user support server system.

8. A user support method of providing offline support for operation of a printing device on a computer connected to the printing device, comprising steps of:

(a) generating device support information using device information indicative of a device model and environment information indicative of an operation environment of the printing device, the device support information being configured to be used for supporting operation of the printing device;

(b) displaying the device support information on the computer,

(c) generating device malfunction information by the computer, used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

step (a) includes generating a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

step (b) includes making proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained in step (a).

9. The user support method of claim 8, wherein

the device support information includes device malfunction solution information used to solve malfunction of the device.

10. The user support method of claim 9, further comprising a step of solving malfunction of the device with the device malfunction solution information.

11. A user support method of providing online support for operation of a printing device coupled to a client system, comprising steps of:

under a control of a user support server system

(a) transmitting device information indicative of a device model and environment information indicative of an operation environment of the printing device, from the client system;

(b) generating device support information using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the printing device;

(c) transmitting the device support information from the user support server system to the client system; and

(d) displaying the device support information on the client system under a control of the user support server system, wherein

the step (a) includes a step of generating device malfunction information by the client system, used to diagnose malfunction of the printing device, and wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

step (b) includes generating a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

step (d) includes making proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained in step (b).

12. The user support method of claim 11, wherein

the device support information includes malfunction solution information configured to be used to solve malfunction of the printing device.

13. The user support method of claim 12, wherein

the step (b) includes a step of generating the device malfunction solution information with the information transmitted to the user support server system.

14. The user support method of claim 12, wherein

the step (b) includes a step of solving malfunction of the printing device with the device malfunction solution information under a control of the user support server system.

15. A method of receiving online support for operation of a printing device coupled to a client system, comprising steps of:

(a) connecting the client system to a user support server system configured to provide online support for operation of the printing device;

(b) transmitting device information indicative of a device model and environment information indicative of an operation environment of the printing device, from the client system to the user support server system;

(c) receiving device support information using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the printing device; and

(d) displaying the device support information on the client system, wherein

the step (b) includes a step of generating device malfunction information by the client system, used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

step (c) includes generating a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

step (d) includes making proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained in step (c).

16. The method of claim 15, wherein

the client system obtains a user ID and a password for receiving permission for access to the user support server system before the step (a), and

the step (a) includes a step of connecting the client system to the user support server system with the user ID and the password.

17. The method of claim 15, wherein

the device support information includes malfunction solution information configured to be used to solve malfunction of the printing device.

18. The method of claim 17, wherein

the step (b) includes a step of:

transmitting the printing device malfunction information to the user support server system.

19. The method of claim 18, further comprising steps of:

trying to generate the device malfunction solution information using the device information and the operation environment information in the client system before the step (a),

halting the steps (a) through (c) if the generation of the device malfunction solution information is successful, and

executing the steps (a) through (c) if the generation of the device malfunction solution information is not successful.

20. A user support server system of providing online support for operation of a printing device coupled to a client system, comprising:

a first information receiver configured to receive device information indicative of a device model and environment information indicative of an operation environment of the printing device, from the client system;

an information generator configured to generate device support information using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the printing device;

an information transmitter configured to transmit the device support information to the client system;

a display controller configured to display the device support information on the client system under a control of the user support server system; and

a second information receiver configured to receive device malfunction information generated by the client system, used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the information generator is configured to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the display controller is configured to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the information generator.

21. The user support server system of claim 20, wherein

the device support information includes malfunction solution information configured to be used to solve malfunction of the printing device.

22. The user support server system of claim 21, wherein

the information generator configured to generate the device malfunction solution information with the information transmitted to the user support server system.

23. The user support server system of claim 21, wherein

the information generator solves malfunction of the printing device with the device malfunction solution information under a control of the user support server system.

24. A client system of receiving online support for operation of a printing device coupled to the client system, comprising:

a connector configured to connect the client system to a user support server system configured to provide online support for operation of the printing device;

an information transmitter configured to transmit device information indicative of a device model and environment information indicative of an operation environment of the printing device, from the client system to the user support server system;

an information receiver configured to receive device support information using the device information and the environment information transmitted to the user support server system, the device support information being configured to be used for supporting operation of the printing device; and

a display controller configured to display the device support information on the client system;

wherein

the information transmitter is further configured to generate device malfunction information by the client system, used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the information receiver is configured to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the display controller is configured to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the information receiver.

25. The client system of claim 24, wherein

the client system obtains a user ID and a password for receiving permission for access to the user support server system, and

the connector connects the client system to the user support server system with the user ID and the password.

26. The client system of claim 24, wherein

the device support information includes malfunction solution information configured to be used to solve malfunction of the printing device.

27. The client system of claim 26, wherein

the information transmitter generates device malfunction information being configured to be used to diagnose malfunction of the printing device, and also transmits the device malfunction information to the user support server system.

28. The client system of claim 27, further comprising:

a solution generator configured to try to generate the device malfunction solution information using the device information and the operation environment information in the client system before the step (a), and

a process controller configured to halt the process if the generation of the device malfunction solution information is successful, or to proceed if the generation of the device malfunction solution information is not successful.

29. A computer system of providing offline support for operation of a printing device coupled to the computer, comprising:

a device support information generator configured to generate device support information using device information indicative of a device model and environment information indicative of an operation environment of the printing device, the device support information being configured to be used for supporting operation of the printing device;

a display controller configured to display the device support information on the computer; and

a device malfunction information generator configured to generate device malfunction information used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the device support information generator is configured to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the display controller is configured to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the device support information generator.

30. The computer system of claim 29, wherein

the device support information includes device malfunction solution information used to solve malfunction of the printing device.

31. The computer system of claim 30, further comprising

a solver configured to solve malfunction of the printing device with the device malfunction solution information.

32. A computer program product for causing a computer to provide online support for operation of a printing device coupled to another computer, the computer program product comprising:

a computer readable medium; and

a computer program stored on the computer readable medium, the computer program comprising;

a program for causing the computer to receive device information indicative of a device model and environment information indicative of an operation environment of the printing device from the other computer;

a program for causing the computer to generate device support information using the device information and the environment information transmitted to the computer, the device support information being configured to be used for supporting operation of the printing device;

a program for causing the computer to transmit the device support information to the other computer;

a program for causing the other computer to display the device support information on the other computer, and

a program for causing the computer to generate device malfunction information used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the program for causing the computer to generate device support information includes a program for causing the computer to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the program for causing the other computer to display the device support information includes a program for causing the other computer to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the program for causing the computer to generate device support information.

33. A computer program product for causing a computer to receive online support for operation of a printing device coupled to the computer, the computer program product comprising:

a computer readable medium; and

a computer program stored on the computer readable medium, the computer program comprising;

a program for causing the computer to connect the computer to another computer configured to provide online support for operation of the printing device;

a program for causing the computer to transmit device information indicative of a device model and environment information indicative of an operation environment of the printing device from the computer to the other computer;

a program for causing the computer to receive device support information using the device information and the environment information transmitted to a user support server system, the device support information being configured to be used for supporting operation of the printing device;

a program for causing the other computer to displaying the device support information on the other computer, and

a program for causing the computer to generate device malfunction information used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the program for causing the computer to receive device support information includes a program for causing the computer to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the program for causing the other computer to display the device support information includes a program for causing the other computer to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the program for causing the computer to receive device support information.

34. A computer program product for causing the computer to provide offline support for operation of a printing device coupled to the computer, the computer program product comprising:

a computer readable medium; and

a computer program stored on the computer readable medium, the computer program comprising;

a program for causing the computer to generate device support information using device information indicative of a device model and environment information indicative of an operation environment of the printing device, the device support information being configured to be used for supporting operation of the printing device;

a program for causing the computer to display the device support information on the computer, and

a program for causing the computer to generate device malfunction information used to diagnose malfunction of the printing device, wherein

the malfunction information includes information relating to printing done in the past by the printing device, and wherein

the program for causing the computer to generate device support information includes a program for causing the computer to generate a repair plan for solving malfunction of the printing device, the repair plan comprising at least one repair method; and

the program for causing the computer to display the device support information includes a program for causing the computer to make proposals in sequence from the repair method that causes the least burden to a user of the printing device, when multiple diagnosis results and multiple repair methods are obtained by the program for causing the computer to generate device support information.