System and method for guided printer servicing

• US 9,805,343 B2
• Filed: 01/05/2016
• Issued: 10/31/2017
• Est. Priority Date: 01/05/2016
• Status: Active Grant

• Current Assignee: Intermec Technologies Corporation (Honeywell International Inc.)
• Original Assignee: Intermec Technologies Corporation (Honeywell International Inc.)
• Inventors: Celinder, Thomas Axel Jonas, Berggren, Torben Kristofer
• Primary Examiner(s): St Cyr, Daniel
• Application Number:
  US14/988,055
• Publication Number:
  US 20170193461A1
• Time in Patent Office: 665 Days
• Field of Search: 23546201, 235376, 235437, 235454
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A guided barcode printer diagnostic and servicing system and method includes a software application for a smart phone that simplifies the process of detecting problems with and servicing a malfunctioning barcode printer. Illustrated, audible, and/or written instructions prompt the user to obtain photographs, video recordings, and/or audio samples of the malfunctioning printer. Data processing algorithms extract diagnostic data from the photographs, video recordings, and/or audio samples. The diagnostic data is compared to known printer problem data stored in a database. If a potential problem is identified, a likely repair solution is presented with easy-to-follow servicing instructions. If a potential problem is not identified, additional troubleshooting steps are performed by the user, if needed, until the barcode printer is fixed or it is determined that a skilled service technician is needed.

Claims

1. A guided diagnostic and servicing system for a barcode printer, the system comprising:

a portable electronic device including;

a user interface for displaying information and receiving input from a user;

a camera for taking photographs or video recordings; and

a processor; and

a diagnostic database including data indicative of known printer problems and associated servicing instructions stored in memory communicatively coupled to the portable electronic device;

wherein the portable electronic device is configured to;

obtain a visual image of a barcode printer using the camera;

derive barcode printer diagnostic data from aspects of the image;

compare the barcode printer diagnostic data with the data indicative of known printer problems to identify a potential problem with the barcode printer; and

display servicing instructions associated with the identified potential problem on the user interface.

2. The guided diagnostic and servicing system according to claim 1, wherein the portable electronic device is further configured to:

obtain printer identification information from the barcode printer.

3. The guided diagnostic and servicing system according to claim 2, wherein the printer identification information is contained in a barcode label affixed to the printer;

wherein the portable electronic device is further configured to scan and decode the barcode label to obtain the printer identification information.

4. The guided diagnostic and servicing system according to claim 2, wherein the printer identification information is obtained by user input.

5. The guided diagnostic and servicing system according to claim 2, wherein the printer identification information is determined by comparing the diagnostic data with data of known printers.

6. The guided diagnostic and servicing system according to claim 1, wherein the portable electronic device further includes a microphone for obtaining an audio sample.

7. The guided diagnostic and servicing system according to claim 6, wherein the portable electronic device is further configured to:

obtain an audio sample of the barcode printer during a printing operation; and

derive barcode printer diagnostic data from aspects of the audio sample.

8. The guided diagnostic and servicing system according to claim 7, wherein the portable electronic device is further configured to identify a most likely potential problem based on the comparison between the barcode printer diagnostic data and the data indicative of known printer problems.

9. The guided diagnostic and servicing system according to claim 8, wherein the portable electronic device is further configured to identify at least one solution to the most likely potential problem.

10. The guided diagnostic and servicing system according to claim 1, wherein the diagnostic database is configured to be updated with new data periodically.

11. A computerized method for troubleshooting a printer, the method comprising the steps of:

obtaining a photograph of the printer with a mobile computer portable electronic device having a camera and a processor in communication with a database containing data indicative of known printer problems;

deriving diagnostic data of the printer from the photograph;

comparing the diagnostic data of the printer with the data indicative of known printer problems; and

identifying a potential printer problem based on the comparison between the diagnostic data of the printer and the data indicative of known printer problems.

12. The computerized method according to claim 11, further comprising the step of:

providing a repair solution for each identified potential printer problem;

wherein the repair solution includes at least one graphic image identifying a component of the printer on a visual display.

13. The computerized method according to claim 12, further comprising the step of:

providing troubleshooting instructions for obtaining a photograph of the printer.

14. The computerized method according to claim 11, wherein the portable electronic device further has a microphone.

15. The computerized method according to claim 14, further comprising the steps of:

obtaining an audio sample from the printer with the portable electronic device; and

deriving diagnostic data of the printer from the audio sample.

16. The computerized method according to claim 15, further comprising the step of:

automatically identifying the manufacturer and model of the printer through a visual recognition algorithm.

17. The computerized method according to claim 11, wherein the portable electronic device is a smart phone.

18. A system for servicing a printer having a plurality of moving parts using a portable electronic mobile computer device, the system comprising:

a diagnostic database having known printer problem information matched with likely solutions having servicing instructions;

a camera in operative communication with the diagnostic database; and

a set of downloadable computer executable instructions to configure the portable electronic device to;

display a sequence of printer troubleshooting instructions for the user to perform;

derive diagnostic data from an image of the printer obtained with the camera; and

transmit the diagnostic data to the diagnostic database;

wherein the diagnostic database is configured to identify a most likely solution based on the diagnostic data transmitted from the portable electronic device.

19. The troubleshooting system according to claim 18, wherein the portable electronic device is configured to derive printer identification information from the captured image.

20. The troubleshooting system according to claim 18, wherein the portable electronic device is configured to receive printer identification information from the printer.