Bi-directional remote visualization for supporting collaborative machine troubleshooting

• US 7,715,037 B2
• Filed: 11/23/2005
• Issued: 05/11/2010
• Est. Priority Date: 03/01/2005
• Status: Active Grant

• Current Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Original Assignee: Xerox Corporation (Xerox Holdings Corp.)
• Inventors: Ragnet, Francois, Castellani, Stefania, Grasso, Antonietta, Tolmie, Peter, Ciriza, Victor, Roulland, Frederic, O'Neill, Jacki
• Primary Examiner(s): Worku, Negussie
• Application Number:
  US11/287,172
• Publication Number:
  US 20060197973A1
• Time in Patent Office: 1,630 Days
• Field of Search: 358/1.14, 358/406, 358/1.15, 358/403, 709/217, 709/224, 709/206, 709/205, 709/207, 714/37, 714/31, 714/36, 714/E11.207, 714/E17.74
• US Class Current: 358/1.15
• CPC Class Codes: G06K 15/00 Arrangements for producing a permanent visual presentation of the output data , e.g. computer output printersprinting or plotting combined with another operation, e.g. with conveying, G06K17/00
• CPC Class Codes: G06K 15/002 Interacting with the operator

Abstract

A communication system and apparatus for a xerographic imaging system for enhanced collaborative communication between the machine user and the remote troubleshooting advisor. The machine includes an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need. A communication link exists between the user and the advisor and comprises a bi-directional visualization of a selected virtual representation synchronously displayed to the user and the advisor via respective imagers. An image adjuster is operated by the expert for selective adjustment of the virtual representation to suggest a section of the area of the machine wherein action by the machine user may resolve the troubleshooting need. The selective adjustment is communicated to the machine user through the communication link whereby upon viewing this suggested adjustment, corrective action is suggested to the user. The corrective action is identified to the user by identifying a difference between the actual machine state and the shared virtual representation. The visual indicators may direct the user to a particular location and percussion centers on the machine identify a particular tapping location by the user to verify position identification to the troubleshooting expert.

Claims

1. A communication system for supporting remote interactions between a machine user and a troubleshooting advisor engaged in troubleshooting support activities for a machine, comprising:

a machine having a troubleshooting need including an imager for showing a selected virtual representation of the machine including an image of the machine illustrating an area of the machine having the troubleshooting need, and at least one of a percussion sensors comprised of a plurality of accelerometers for detecting vibrations sensitive to percussion actions of the user for identifying a user selected component of the machine, and a contactless capacitive sensor sensitive to human body approach actions of the user for identifying a user selected component of the machine;

a communication link comprising a bi-directional visualization of the selected virtual representation between the machine and the advisor;

an advisor imager illustrating the selected virtual representation to the advisor; and

an image adjuster for selective adjustment of the selected virtual representation by the advisor suggesting a section of the area of the machine wherein an action by the machine user may resolve the troubleshooting need, the selective adjustment being communicated to the machine user through the communication link, whereby upon viewing of the selected adjustment by the machine user, a comparison of the virtual shared representation with the machine is made by the user and the action is implemented to resolve the troubleshooting need.

2. The system as defined in claim 1 wherein the machine includes visual indicators for indicating the section of the area of the machine subject of the user action.

3. The system of claim 2 wherein the indicators have variable luminic intensity for characterizing the user action.

4. The system of claim 1 wherein the comparison identifies a difference between the selected adjustment of the virtual shared representation and the machine indicative of the action.

5. The system of claim 1 wherein the selective adjustment by the image adjuster comprises an update of the bi-directional visualization in response to the action by the machine user.

6. The system of claim 5 wherein the update of the bi-directional visualization is communicated to the advisor via the communication link.

7. The system of claim 1 wherein the bi-directional visualization of the virtual representation is communicated to the user and advisor in real-time.

8. The system of claim 1 further including a position recognition system for identifying a position of the percussion actions from the detected vibrations.

9. The system of claim 1 wherein the action by the machine user causes the selective adjustment of the virtual representation to identify a data attribute of the machine to the user or advisor indicative of a resolution to the troubleshooting need.

10. The system of claim 9 wherein the data attributes comprise at least one of user ID machine diagnostic data, historical information, and interaction data.

11. The system of claim 1 wherein the communication link comprises an audio-visual communication channel through the machine, for real-time shared understanding by the user and advisor of the action by the machine user.

12. The system of claim 1 wherein the bi-directional visualization of the selected virtual representation comprises a shared visual problem.

13. The system of claim 12 wherein the shared visual problem contains at least one of field engineers assigned intervening, collaborative troubleshooting sessions, maintenance sessions, replaced consumables, alerts, and normal interactions.

14. The system of claim 12 wherein the shared vision problem contains history comprised of at least one of current machine status, visual description of the machine, sample of image quality problems, sample of machine produced noises and samples of abnormal machine vibrations.

15. A method for troubleshooting a machine having a troubleshooting need by communicating with a remote advisor, comprising:

illustrating a shared virtual representation of the machine to a user and an advisor in bi-directional communication through a communication link wherein the representation includes an image of an area of the machine having the troubleshooting need,

adjusting of the shared virtual representation by the advisor for suggesting a section of the area of the machine wherein an action by the user may resolve the troubleshooting need;

comparing by the user of the adjusted shared virtual representation with the machine;

performing percussion actions by the user at a particular machine position to generate position identifying vibrations, recognizing the vibrations as representation of the machine position and communicating the recognized position to the remote advisor; and

implementing by the user of the action suggested by the comparing for resolving the troubleshooting need.

16. The method of claim 15 further including actuating by the advisor of visual indicators in the machine indicative of the section subject to the user action.

17. The method of claim 15 wherein the comparing comprises identifying by the user of a difference between the shared virtual representation and an actual state of the machine.

18. The method of claim 15 wherein the communicating is performed in real-time.

19. A xerographic imaging system including an interactive communication system comprising an audio-visual link between a machine user and a remote troubleshooting expert;

the communication system including a user visual imager and troubleshooter imager for showing a synchronous selected virtual representation of the machine to the user and the expert; and

, an image adjuster for selection adjustment of the virtual representation by the expert for directing the user to a particular position of the machine and to facilitate user understanding of a suggested corrective action to be made by the user, and visual indicators actuatable by the expert for directing the user to a selected position of the machine; and

percussion sensors responsive to user percussion actions on machine componentry for identifying user tapping on the componentry.

20. The imaging system of claim 19 wherein the selective adjustment of the virtual representation identifies a difference perceived by the user between the virtual representation and an actual state of the machine suggestive of a user action for resolving a troubleshooting need.