JP2000270141A - Image forming device management service system - Google Patents

Abstract

(57) [Summary] [Problem] To automate the diagnostic work of an image forming apparatus designated as a special monitoring target apparatus, and to perform a maintenance work by visiting a customer only when an abnormality is found again. Provide a good system. SOLUTION: A plurality of copying apparatuses 1 and a management apparatus 4 for remotely managing them are connected by a communication line 3, and a communication between the management apparatus 4 and a plurality of terminal apparatuses 6 respectively installed at a plurality of service bases. In the system connected by the line 5, the management device 4 periodically obtains time-series data for a certain period required for diagnosis for each copying device 1 designated as a special monitoring target device, and transfers the data. System failure, imaging failure,
Serviceman call system failure, operation system failure, abnormal sound system failure,
Diagnosis of input and operation system failures is performed sequentially, and as a result,
If there are no abnormalities, a report containing the details of the diagnosis and the results of the diagnosis is created. If any of the diagnoses performed indicates that there is an abnormality, the information necessary for rechecking together with the serviceman visit request information is transmitted to the corresponding copying apparatus 1.
Is transmitted to the terminal device 6 of the service base managing the data.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a service system for remotely managing a copier, a printer, a facsimile, or a multifunction machine having a combination of these functions, which is used by a customer.

[0002]

2. Description of the Related Art In an image forming apparatus using paper, such as a copying machine or a printer, it is difficult to prevent any trouble such as paper jam (jam) at all.
Even if this occurs, it is devised that the user can return to a normal state by removing jammed paper and the like as much as possible. However, paper jams and other failures that can only be recovered by specialized service personnel may occur.Therefore, a maintenance contract is generally concluded between the user and the manufacturer or sales company, and periodic inspections and maintenance by the service personnel are performed. The company has a system in which maintenance work is performed and repairs can be made promptly when a failure occurs. Further, in recent years, a management device installed in a management center periodically obtains information on the status and usage of an image forming apparatus installed at a customer site via a public line, and based on the information, obtains information on the customer based on the information. A remote management service system for confirming the number of uses of the preceding apparatus and determining when to replace consumable parts such as a toner cartridge is also implemented.

Further, as shown in Japanese Patent Application Laid-Open No. Hei 8-195849, when an abnormal event or an abnormal pre-event occurs in a paper transport system or the like during the operation of an image forming apparatus installed at a customer, the customer is notified. The destination device sends the information to the management device,
The management device analyzes the information, predicts the occurrence of a failure in the paper transport system, etc. and the necessity of a serviceman's visit from the analysis result, and uses the prediction result as a service base for the target customer device. There is also known a remote management service system for transmitting data to a terminal device installed in a terminal. According to this kind of remote management service system,
There is no need to call the customer one by one to check the frequency of use of the copier or printer, and the customer can visit the customer or send parts in due time when replacing consumable parts or when an abnormality occurs. This eliminates the need for a service person or the like to visit the customer and perform these operations, so that an efficient maintenance and management service system can be realized with a small number of people.

[0004]

SUMMARY OF THE INVENTION However, Japanese Patent Application Laid-Open No.
In the conventional remote management service system as disclosed in Japanese Patent Publication No. 49, when an abnormality is recognized in the paper transport system or the like of the image forming apparatus and it is determined that the comprehensive inspection is required, the comprehensive inspection is performed and then the image is checked. An image in which a serviceman regularly visits a customer for a certain period of time regardless of whether or not a serviceman call (SC) is received from a customer for a special management target device, and the device becomes a special management target device. Diagnosis was made as to whether the forming equipment was operating normally. For this reason, the periodic diagnosis work after the comprehensive inspection of the image forming apparatus has placed a heavy burden on service personnel.
Further, since the user cannot use the image forming apparatus during the diagnostic work, it is difficult for the service technician to regularly visit the customer after the comprehensive inspection to perform the maintenance work, thereby hindering the user's work. . Therefore, the problem to be solved by the present invention is to automate a diagnostic operation performed for a certain period after comprehensive inspection when an image forming apparatus recognized as abnormal is present, and to provide a result of the diagnosis to the maintenance of the image forming apparatus. It is an object of the present invention to provide an image forming apparatus management service system in which a service technician only needs to go to a customer and perform maintenance work when an abnormality is recognized again by transmitting the information to a service base in charge of management.

[0005]

According to the first aspect of the present invention, a plurality of image forming apparatuses and a management apparatus for remotely managing the plurality of image forming apparatuses are connected by a communication line. In addition, the management device and a plurality of terminal devices respectively installed at a plurality of service bases are connected by a communication line, and when an abnormal event or an abnormal pre-event occurs during operation in each of the image forming devices, An image forming apparatus management service system in which a management apparatus acquires the generated information, analyzes the contents thereof, and selectively transmits apparatus information relating to maintenance or repair of the image forming apparatus to the plurality of terminal apparatuses, The apparatus accumulates information on the occurrence of the abnormal event and the pre-abnormal event in the past for each image forming apparatus in chronological order, and further, makes a diagnosis based on the apparatus information. Having a function of requesting the management device to collect information after repair, replacement of parts, or comprehensive inspection of the image forming device when there is an image forming device that is determined to be abnormal; Receives and accumulates information after comprehensive inspection of the corresponding image forming apparatus periodically for a certain period in response to a request from the terminal apparatus, and obtains received information to obtain time-series data on the state of the image forming apparatus. Unit, an abnormality diagnosis unit that analyzes the time-series data obtained by the reception information storage unit to diagnose whether there is an abnormality, and performs maintenance of the image forming apparatus that has been diagnosed based on the diagnosis result of the abnormality diagnosis unit. Or a transmission unit for transmitting the terminal device at the service base responsible for repair.

According to a second aspect of the present invention, in the image forming apparatus management service system according to the first aspect, the management apparatus stores a document in which at least the content of diagnosis by the abnormality diagnosis unit and the diagnosis result are described. The image processing apparatus further includes a customer information creating unit that outputs the image information for each image forming apparatus or each customer. According to a third aspect of the present invention, in the image forming apparatus management service system according to the first or second aspect, the content of the diagnosis by the abnormality diagnosis unit is
It is characterized in that one or more contents can be selected and specified from among a plurality of types of diagnosis contents for each image forming apparatus or each customer. According to a fourth aspect of the present invention, in the image forming apparatus management service system according to the third aspect, the plurality of types of diagnostic contents include at least a paper transport system diagnosis and an image failure prediction diagnosis. And

[0007]

Embodiments of the present invention will be specifically described below with reference to the drawings. FIG. 1 is a system configuration diagram showing an example of an embodiment of an image forming apparatus management service system according to the present invention. As shown in the figure, the image forming apparatus management service system includes a plurality of copying apparatuses 1, 1,...
A plurality of copying apparatuses 1, 1,... Are connected via a communication line 3 to a management apparatus 4 for remote management, and the management apparatus 4 and a plurality of terminal apparatuses 6 installed at a plurality of service bases, respectively. ,... Are connected via a communication line 5. As the communication lines 3 and 5, a public line network such as a telephone line can be used. Each copying apparatus 1 in this system includes a means for detecting the occurrence of an abnormal event such as a paper jam or a prior notification event of an abnormality, and a management device 4 for transmitting the detection information and necessary additional information through the data communication device 2 and the communication line 3. Means for sending to
The management device 4 is a host computer, and each copying device 1
Means for receiving the information transmitted from and storing it individually;
Means for analyzing the information and predicting the occurrence of a failure and predicting the necessity of a serviceman visit, and a terminal device at a service base that manages the copying apparatus 1 when a serviceman visit is required based on the prediction result. Means for automatically transmitting necessary information to the copying apparatus 6 and, in response to a request from the terminal device 6, periodically acquire and accumulate information after the comprehensive inspection of the corresponding copying apparatus 1 for a certain period of time. A means for obtaining time-series data relating to the state of No. 1, a means for analyzing the obtained time-series data and diagnosing whether there is an abnormality, and transmitting the diagnosis result to the terminal device 6 at the service base responsible for the management of the target copying apparatus 1 Means. The terminal device 6 is a minicomputer or a personal computer, and stores information received from the management device 4 and a display device for notifying a service person of a visiting place or notifying a state of the target copying apparatus 1. Means for requesting the management apparatus 4 to collect information after the comprehensive inspection of the copying apparatus 1 when there is a copying apparatus 1 which is determined to be abnormal based on the information received from the management apparatus 4. And Details of these will be described later.

FIG. 2 is a schematic diagram showing the components of the copying apparatus 1 shown in FIG. 1 involved in image formation and the arrangement of a number of sensors for detecting a transfer sheet on the transfer sheet transport path. In the figure, reference numeral 10 denotes a photosensitive drum which is a central element of an electrophotographic image forming process mechanism. Around the photosensitive drum 10, a charger 11, a developing device 12, a transfer charger 13, and a cleaning unit 14 are provided. Are arranged. Then, the surface of the photoreceptor drum 10 rotating in the direction of the arrow is uniformly charged by the charging charger 11, and the charged surface is exposed according to the image of the original by a scanner and an exposure device (not shown). An image is formed, and the image is developed by applying toner with the developing device 12.
In accordance with this, the transfer paper P stored in the paper feed tray 15 is
Are fed one by one by a paper feed roller 16, and the photosensitive drum 1 is
The toner image on the surface of the photosensitive drum 10 is transferred to the surface of the transfer paper P by the action of the transfer charger 13. The transfer paper P is transported to a fixing unit 19 by a transport unit 18 including a transport belt or the like, where the transferred toner image is thermally fixed and discharged outside the apparatus. On the other hand, the surface of the photosensitive drum 10 after the transfer of the toner image is cleaned by the cleaning unit 14 to prepare for the next charging.

A sensor (reflection type or transmission type photo sensor, etc.) for detecting the passage of the transfer sheet P is provided at a key position of the transfer path of the transfer sheet P in the copying apparatus 1.
That is, a paper feed detection sensor A is provided on the transfer paper delivery side of the paper supply roller 16, a registration sensor F is provided on the transfer paper delivery side of the registration roller pair 17, a conveyance sensor G is provided on the conveyance section 18, and a fixing paper supply sensor is provided on the entrance of the fixing unit 19. H, a paper ejection sensor I is provided on the exit side. By monitoring the transfer paper detection signal and the transfer time of the transfer paper P by each of these sensors, it is possible to detect the transfer paper transfer abnormality, that is, the occurrence of a jam, and to determine the location of the occurrence. Stopping the operation by displaying it on the operation unit is the same as in a conventional copying apparatus. Next, functional configurations according to the present invention in the copying apparatus 1, the management apparatus 4, and the terminal device 6 shown in FIG. 1 are shown in FIGS.

FIG. 3 is a block diagram showing a functional configuration of the copying apparatus 1. As shown in FIG. In FIG. 3, an operation unit 20 includes various input keys (switches) including a start key and a numeric keypad provided on an operation panel, and a display for performing various displays. The copy sequence control section 21 is a section for controlling a copy sequence in the copying apparatus 1 by a micro-computer. When a start key of the operation section 20 is pressed, each section shown in FIG. The device, the motor, the clutch, the high-voltage power supply, and the like are sequentially controlled to control the operation of copying the image of the document onto the transfer paper, and to control the entire copying apparatus 1 as a whole. The various sensors 22 include sensors A and F to I for detecting the transfer paper shown in FIG. 2, the apparatus temperature (and humidity), the fixing temperature, the surface potential of the photosensitive drum 10 (image voltage control value), and various supplies ( The sensor detects the presence or absence of toner, paper, and the like, the amount of toner supplied to the developing device 12 by a toner supply device (not shown), and the like. The status information storage unit 23 stores status information of the copying apparatus 1 based on signals from the copy sequence control unit 21 and various sensors 22 (additional information transmitted together with an alarm signal described later: a total counter (TC) value for counting the number of accumulated copies, This is a memory for storing the transport time of the paper feed rollers, the fixing temperature, the image density, and the like. The copy number counting section 24 receives the count signal output from the copy sequence control section 21 every time one copy operation is completed, and counts the number of copies. The alarm level storage unit 25 stores the alarm level (the number of copies without jam necessary to decrement the jam alarm count value) input from the operation unit 20. This storage is performed in a non-volatile memory so as not to be erased by turning off the power.

The comparing section 26 receives the copy number count value from the copy number counting section 24 and the alarm level from the alarm level storage section 25 and compares them. When the copy number count reaches the alarm level, the comparison result is obtained. Is input to the jam alarm counting section 27. When a jam occurrence signal is received from the jam occurrence detection unit 28, the jam alarm counting unit 27 increments the jam alarm count value to count the jam alarms. If the value is not "0", it is decremented. When the count value of the jam alarm reaches a preset value (for example, “10”), the jam alarm information is output to the transmission unit 29 and a reset signal is sent to the copy number counting unit 24 to count the number of copies. Reset the value. It is desirable that the jam alarm counting section 27 be capable of counting the number of occurrences of jams for each occurrence location in addition to the above-described jam alarm counting. For example, jams detected by the sensors A and F to I in FIG. 2 are counted as A jam, F jam, G jam, H jam, and I jam, respectively, and the count value of the jam alarm is set to “1”.
When it becomes "0", the count value of each jam, for example, A jam "5", F jam "0", G jam "2",
H jam “1”, I jam “2”, etc. may be output as jam alarm information.

The transmission unit 29 includes a jam alarm counting unit 27
From the state information storage unit 23.
Along with the status information (additional information such as the total counter value, paper feed roller transport time, fixing temperature, image density, etc.) and the identification ID of the copier via the data communication device 2 and the communication line 3 shown in FIG. Then, a jam alarm is transmitted to the management device 4. The jam occurrence detection unit 28 monitors the transfer paper detection signals of the sensors A and F to I shown in FIG. 2 corresponding to the transfer paper transfer time during the copy operation by the copy sequence control unit 21, and detects the transfer paper upstream side in the transfer direction. A jam (paper jam) occurs if the next sensor does not detect the transfer paper within a predetermined time after the sensor detects the transfer paper, or if the same sensor continues to detect the transfer paper for a predetermined time or more. It is determined that the jam has occurred, and a jam occurrence signal for each occurrence location is output to the jam alarm counting unit 27. In addition, the copy operation by the copy sequence control unit 21 is stopped by the jam occurrence signal, and the occurrence of the jam and the location of the occurrence are displayed on the operation unit 20. Normally, the operator can see the display, remove the jammed paper by himself, and return to the normal state.

Next, a jam alarm process performed by each of the functional units of the copying apparatus 1 will be described with reference to a flowchart of FIG. In step S10, it is determined whether or not a copy operation is being performed. This routine is valid only during the copy operation, and when the copy operation is not being performed, the process exits from this routine and returns to the main routine (not shown). If the copying operation is being performed, the process proceeds to step S11, and it is determined whether or not it is the timing of counting the number of copies.
1) Then, the process proceeds to step S13. If not, the process branches to step S17. In step S13, the count of the number of copies is compared with the alarm level. If the count of the number of copies is higher than the alarm level (for example, 2500 sheets), the process proceeds to step S14. If not, the process proceeds to step S17. In steps S14 and S15, it is determined whether or not the jam alarm count value is 0. If the count is 0, the process proceeds to step S16. If not, the jam alarm count value is subtracted (−1) and the process proceeds to step S16.
Proceed to. In step S16, the copy sheet count value is reset, and the process proceeds to step S17. In step S17, it is determined whether or not a jam has occurred. If it is determined that a jam has occurred, the process proceeds to step S18, where a jam alarm is counted (+
1) Then, in step S19, the copy sheet count value is reset, and the process proceeds to step S20. If it is determined that no jam has occurred, the process proceeds directly to step S20. When a jam occurs, the occurrence location is determined and the corresponding occurrence location jam counter is incremented by one. Step S20
Then, it is determined whether or not the count value of the jam alarm has reached a set value (10 in this embodiment). When the count value reaches the set value, the process proceeds to step S21 to transmit the jam alarm (to copy the jam alarm information and the additional information to the copying apparatus). Is transmitted together with the ID for identification), and the jam alarm count value is reset in step S22. If the jam alarm count value has not reached the set value, the process exits this routine without doing anything.

FIG. 4 is a block diagram showing a functional configuration of the management device 4 in FIG. The management device 4 includes a reception unit 40, a reception information storage unit 41, an automatic log information analysis unit 42,
A serviceman visit necessity prediction unit 43, a transmission unit 44, and a customer information creation unit 45 are provided. The receiving unit 40 receives the germ alarm information and the additional information transmitted from each copying apparatus 1. The reception information storage unit 41 is a memory for sequentially storing and storing the reception information for each identification ID of each copying apparatus 1. Further, in the reception information storage unit 41, information from the copier 1 designated as the special management target device is periodically accumulated. FIG. 5 is an explanatory diagram exemplifying an information storage form of the special management target device in the reception information storage unit 41. As shown in the figure, the received information storage unit 41 stores an abnormality report, a preliminary abnormality report, and its additional information reported from the copying apparatus 1 designated as the special management target apparatus for each model and identification ID.
They are stored in chronological order according to the reception date and time. The automatic log information analysis unit 42 obtains time-series data for a certain period from the copying apparatus 1 designated as the special management target device from the reception information storage unit 41, and analyzes the time-series data. The details of the analysis performed by the automatic log information analysis unit 42 will be described later. The serviceman visit necessity prediction unit 43 counts the jam alarm for each copying apparatus 1 each time the reception unit 40 receives the jam alarm, and the value, that is, the number of times the jam alarm is received within a predetermined period (for example, one week). When the specified number of times (in this example, three times) is reached, the copying apparatus 1 that has transmitted the jam alarm predicts that a serviceman must visit and perform a comprehensive inspection. Then, it instructs the transmitting unit 44 to transmit the information necessary for the service among the information stored in the received information storage unit 41 together with the serviceman visit request information indicating that.

A serviceman visit necessity prediction unit 43
Determines the presence or absence of an abnormality based on the analysis result by the automatic log information analysis unit 42, predicts that a serviceman's visit is necessary in the case of an abnormality, and includes serviceman's visit request information indicating that, The transmission unit 44 is instructed to transmit information necessary for rechecking the corresponding special management target device. When the serviceman visit necessity prediction unit 43 determines that there is no need for a serviceman visit, that is, when it is determined that the special management target device is operating normally, at least the contents of the diagnosis and the diagnosis result are described. It instructs the customer information creation unit 45 to create and output a document (customer report). The transmission unit 44 transmits the information instructed to be transmitted by the serviceman visit necessity prediction unit 43 to the terminal device 6 of the service base that manages the corresponding copying apparatus 1. The customer information creation unit 45 prints out a document describing the content of the output instruction for each device or each customer.

FIG. 7 is a block diagram showing a functional configuration of the terminal device 6 in FIG. The terminal device 6 includes a reception unit 60 that receives a serviceman visit request transmitted from the management device 4 and information necessary for the service, a reception information storage unit 61 that stores the reception information, and reception information (jam alarm information). ) Is displayed on the display unit 62, and if a copier 1 that is determined to be abnormal exists as a result of a diagnosis made by a serviceman or the like based on the reception information displayed on the display unit 62, the management device 4 On the other hand, an operation unit 63 such as a keyboard for requesting special monitoring after the comprehensive inspection of the copying apparatus 1 and a transmitting unit 64 for transmitting the identification ID of the copying apparatus 1 requesting the special monitoring to the management apparatus 4. And a control unit 65 for integrally controlling these units. Hereinafter, a special monitoring process performed by the management device 4 after performing a comprehensive inspection on a copying apparatus that is determined to be abnormal will be described with reference to a flowchart of FIG.

FIG. 8 is a flowchart of the main routine. The management apparatus 4 always checks whether or not it is time to perform the periodic diagnosis for each copying apparatus 1 designated as the special monitoring target apparatus (S101). When it is time to perform a diagnosis (Yes in S101), time-series data for a certain period required for diagnosis is acquired from the reception information storage unit 41 (S101).
102), various diagnostic processes after step S103 are performed. Each diagnosis process is performed by analyzing the time-series data by the automatic log information analysis unit 42 and based on the analysis result, the serviceman visit necessity prediction unit 43 determines whether there is an abnormality. As a result of the diagnosis of the transport system failure in step S103, if there is no abnormality (S104), the process proceeds to step S105, and the diagnosis of the image system failure is performed. As a result, if there is no abnormality (No in S106), step S1
In step 07, a diagnosis of a service call (SC) failure is performed. As a result, if there is no abnormality (N in S108)
o), the process proceeds to step S109, and a diagnosis of an operation system failure is performed. As a result, if there is no abnormality (N in S110)
o), the process proceeds to step S111 to perform diagnosis of an abnormal sound system failure. As a result, if there is no abnormality (N in S112
o) Diagnose input / operation system failure. as a result,
If there is no abnormality (No in S114), step S115
Go to and create a customer report. That is, if no abnormality is found in any of the performed diagnoses, the customer information creating unit 45 prints out a document describing the details of the performed diagnosis and the result of the diagnosis. On the other hand, if any one of the diagnoses performed indicates that there is an abnormality (S104, S106, S108, S110, S11
2 or Yes in S114), the information necessary for the recheck together with the serviceman visit request information is transmitted from the transmission unit 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S116).

Here, the symptoms of each failure will be briefly described. In the case of a failure in the transport system, symptoms such as frequent occurrence of paper jams and occurrence of paper jams in the same place many times appear. In the case of an image-related failure, symptoms such as the occurrence of background stains and the increase or decrease of the output image density as a whole appear. In the case of a service call-related failure, a service call frequently occurs and the copying apparatus becomes unusable. In the case of an operation system failure, the operation of the copying apparatus becomes unstable. In the case of an abnormal sound failure, a sound that is not generated in a normal state is generated from the copying apparatus. In the case of an input / operation system failure, there are symptoms such that the copying apparatus does not operate or malfunctions even when the operation button is pressed.

Next, each diagnostic process in FIG. 8 will be described. 1. Diagnosis of transport system failure The diagnostic processing of the transport system failure (S103) includes the following steps 1 to
There are four types of diagnostic processing of 1-. 1: Diagnosis processing based on failure occurrence pattern 1: Diagnosis processing based on jam alarm occurrence rate 1: Diagnosis processing based on emergency service call occurrence rate due to jam occurrence (hereinafter referred to as “SC occurrence rate”) 1 : Judgment processing based on whether or not the jam alarm occurrence rate and / or the SC occurrence rate are continuously increasing. FIG. 9 is a main routine relating to diagnosis processing (1-) based on a failure occurrence pattern of a transport system failure. First, the automatic log information analysis unit 42 uses the information (see FIG. 5) accumulated in the reception information storage unit 41 to extract time-series data (a jam for each occurrence location) for a certain period necessary for diagnosing a transport system failure. Information) (S201), and calculation of change point history data
A creation / registration process is performed (S202). The details will be described later. After that, the serviceman visit necessity prediction unit 43
The same tendency jam alarm is determined (first prediction of the necessity of visiting a serviceman) (S203). As a result, if it is the same tendency jam alarm (a serviceman's visit is required) (No in S204), the transmitting unit 44 sends an alarm to the terminal device 6 at the service base managing the copying apparatus (the serviceman's request). A request for a visit and transmission of necessary information are performed (S210).

If it is not the same tendency jam alarm (Yes in S204), a judgment process of a jam rate over alarm (second prediction of necessity of visiting a serviceman) is performed (S205). As a result, if the jam rate is over alarm (the serviceman needs to visit) (Yes in S206)
s) The transmitting unit 44 performs an alarm transmission process on the terminal device 6 at the service base managing the copying apparatus (S210). If the alarm is not the jam rate over alarm (No in S206), a process of determining the jam occupancy rate over alarm (third prediction of necessity of visiting a serviceman) is performed (S207). As a result, if the jam occupancy rate is over alarm (the serviceman needs to visit) (S2
08 (Yes), the transmitting unit 44 performs an alarm transmission process on the terminal device 6 at the service base managing the copying apparatus (S210). If it is not the jam occupancy rate over alarm (No in S208), the change history data is written into the reception information storage unit 41, and the process is terminated.
Each of these determination processes will also be described later.

First, the process of calculating, creating, and registering change point history data from jam alarm information by the automatic log information analyzer 42 will be described with reference to the flowchart of FIG. When this routine starts, it is determined whether or not it is the first jam alarm information (S301). If it is the first time, the process proceeds to the change point history table creation process (S309), but if it is not the first time, in the next step S302, The (cumulative number of jams by the current occurrence location) − (the cumulative number of jams by the previous occurrence location) is calculated as the current change value Xi. That is, an increase value (breakdown of the jam alarm information) from the previous jam alarm information is calculated for each jam occurrence location.
After this is repeated until the calculation is performed for all the jam occurrence locations (Yes in S303), the number of operating days is calculated by ((this jam alarm occurrence date) − (last jam alarm occurrence date)) (S304). Next, the count value of the total counter (TC) is entered in the change point history data (S305). Further, the number of copies, that is, the number of copies, is calculated by (TC of current jam alarm) − (TC of previous jam alarm) (S306).
Then, the period number is calculated as the sum of the current change values Xi ($ 10).
To calculate JAMCBF (jam rate: the number of copies from jam to jam) (S307). Next, the total number of jams per day (jams / day) is calculated by dividing the total of the current change values Xi by the number of operating days (S30).
8) A change point history table is created (S309), and the change point history data is registered (S310).

For example, as shown in Table 1, the jam alarm information included in the additional information stored in the reception information storage unit 41 of the management device 4 shown in FIG. If the total counter (TC) value and the cumulative number of occurrences of the A jam, the F jam, the G jam, the H jam, and the I jam stored together with the date of the time, the automatic log information analysis unit 42 From the information, data of a change point history table as shown in Table 2 is created.

[Table 1]

[Table 2]

AXi, FXi, GXi, H in Table 2
Xi and IXi are change values of A jam, F jam, G jam, H jam, and I jam with respect to the previous time, respectively, and Σ
Xi is the sum of the change values of each jam and often becomes a set value, but when the jam alarm count value is subtracted, the value becomes larger than the set value. FIG.
1 is a flowchart of a routine for determining the same tendency jam alarm, which is a first preliminary process of necessity of visiting a serviceman. The serviceman visit necessity prediction unit 43 reads the change point history data created by the automatic log information analysis unit (S401), and determines whether the final data is the first jam alarm information (S402). BA (S4
02, Yes), the process ends without doing anything. If it is not the first time (No in S402), the jam alarm occupancy (the ratio of the change value to the total sum Xi) of the number of jams (AXi to IXi in Table 2) for the last occurrence location is checked (S403). If there is a location where the occupancy is 60% or more (Yes in S404), the location information is stored (S405). After this processing is performed for all occurrence locations from A jam to I jam (Ye in S406)
s) The jam alarm occupancy of the number of jams for each occurrence location is confirmed (S407), and if there is an occurrence location whose occupancy is 60% or more (Yes in S408), the occurrence location information is stored (S408). S409). After this processing is performed for all occurrence locations from A jam to I jam (S41)
0, Yes), and compares the occurrence location information of the occupancy rate of 60% or more of the previous jam alarm information with the occurrence location information of the occupancy rate of 60% or more of the current jam alarm information (S411).
It is determined whether or not the same location occurs (S412). As a result, if the same location does not occur (No in S412), the process is terminated as it is, but if the same location occurs (S412).
(Yes in 412), it is determined to be the same tendency jam alarm information (a serviceman's visit is required) (S413), and the process ends. In other words, when jam alarm information in which the occupation ratio of the jam number in a specific location is 60% or more is received twice within the valid information evaluation period (for example, 30 days), the final data (change point history data) Mark the relevant location and send the data. In this case, the criterion for judging the occupancy of the number of jams is not limited to 60%, and can be arbitrarily set according to the user characteristics (the priority management user, the user who frequently jams in the previous month, etc.).

FIG. 12 is a flowchart of a jam rate over-alarm determination processing routine that is a second prediction processing of the necessity of visiting a serviceman. First, change point history data is read from the automatic log information analysis unit 42 (S505).
It is determined whether or not the last data is the first jam alarm information (S502), and if so, the process ends without doing anything. If it is not the first time (No in S502), then JAMCBF (jam rate: number of period / $ Xi) in the change point history data of this time is checked (S503), and it is less than the set value (150 in this example). When it comes (Yes in S504),
It is determined that the jam rate is over alarm information (a serviceman's visit is required) (S505), and the process ends. That is, the jam rate JA in the change point history data shown in Table 2
When the MCBF falls within the set value (150), the change point history data at that time is transmitted as jam rate over alarm information. In this case, the setting value is not limited to “150”, and can be set arbitrarily according to the user characteristics (the priority management user, the user who frequently jams in the previous month, and the like). Also, JAMC
The reciprocal of BF may be used as the jam rate.

FIG. 13 is a flowchart of a jam occupancy ratio excess alarm determination process routine which is a third prediction process of the necessity of visiting a serviceman. First, the serviceman visit necessity prediction unit 43 reads the change point history data created by the automatic log information analysis unit (S601), and determines whether the final data is the first jam alarm information (S601).
602), if so, end the process without doing anything. If it is not the first time (No in S602), then the jam alarm occupancy of the number of jams for each occurrence location is confirmed (S6).
03). If there is a location where the occupancy is 80% or more (S
(Yes in 604), it is determined that the jam occupancy rate is over alarm information (a serviceman visit is required) (S60).
5), end the processing. In other words, even if it is not determined that the visit of the serviceman is necessary in each of the above determinations, the visit of the serviceman is necessary if the occupation ratio of the jam number of the specific portion in the jam alarm information is 80% or more. Then, the change point history data at that time is sent.
In this case, the set value of the occupancy rate serving as a criterion is not limited to 80%, but can be arbitrarily set according to the user characteristics (the priority management user, the jam-prone user in the previous month, etc.).

FIG. 14 is a view showing each jam occurrence location (A jam,
The change value (Xi) of the cumulative jam occurrence number between the jam alarm information of F jam and I jam) is plotted at each registration time point of the change point history data shown in Table 2, and the tendency between each time point is plotted. Is shown. By diagnosing this tendency, when the above-mentioned specific pattern is matched, it is possible to predict that a serviceman's visit is necessary (occurrence of a failure) or to predict the location of the failure. For example, in the case of A-jam, the number of occurrences of the jam continues to increase, and the same tendency continues more than a certain number of times. If you decide you need a man visit or if you have an I jam,
The number of temporary jam occurrences has increased, but the number of temporary jams has decreased and is now calm, so it is unlikely that there is a cause for jams at that location (paper output unit), and it was determined that a serviceman's visit was not required. Or FIG. 15 is a flowchart showing a routine related to a diagnosis process (1-) based on a jam alarm occurrence rate. The automatic log information analysis unit 42 acquires time-series data for a certain period required for diagnosing a transport system failure (S701), and calculates the increase of the current jam alarm with respect to the previous time ((number of jam alarms reported this time) − ( It is calculated based on the number of jam alarms reported last time (S702). Further, the number of operating days of the copying apparatus during that time is calculated from (current alarm report date and time)-(previous alarm report date and time) (S703). Then, a jam alarm occurrence rate is obtained by dividing the increased number of jam alarms by the number of operating days (S704). If this is larger than the predetermined jam alarm occurrence rate prediction value (Yes in S705), the serviceman visit necessity prediction unit 43 determines that the jam occurrence rate is over, and the serviceman visit request report is transmitted from the transmission unit 4. The data is transmitted to the terminal device 6 of the service base managing the copying apparatus 1 (S706). For example, in this case, when the number of jams per day (the frequency of occurrence of jams per day) in Table 2 becomes 1.0 or more, it is predicted that a serviceman's visit is necessary, and a serviceman's visit request report is issued.

FIG. 16 shows a diagnosis process (1) based on the SC occurrence rate.
9 is a flowchart illustrating a routine regarding-). The automatic log information analysis unit 42 acquires time-series data for a certain period necessary for diagnosing a transport system failure (S801),
This SC increase from the previous
(S80)-(SC number of previous notification) (S80)
2). Further, the number of operating days of the copying apparatus during that time is calculated from (current SC occurrence date and time)-(previous SC occurrence date and time) (S803). Then, the SC occurrence rate is obtained by dividing the increased number of SCs by the number of operating days (S804). If this is larger than the predetermined SC occurrence rate prediction value (Yes in S805), the serviceman visit necessity prediction unit 43
It is determined that the occurrence rate is over, and the serviceman visit request report is transmitted from the transmitting unit 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S806). FIG. 17 shows a judgment process (1) based on whether or not the jam alarm occurrence rate and / or the SC occurrence rate are continuously increasing.
9 is a flowchart illustrating a routine regarding-). Here, a determination process based on only the tendency of the jam alarm occurrence rate will be described. Automatic log information analysis unit 42
Compares the previous jam alarm occurrence rate obtained in step S704 of FIG. 15 with a predetermined jam alarm occurrence rate predicted value (S901), and if the jam alarm occurrence rate is larger than the predicted value (Yes in S902). Then, the current jam alarm occurrence rate is compared with the predicted value (S90).
3). As a result, if the jam alarm occurrence rate is higher than the predicted value this time (Yes in S904), that is, if the jam alarm occurrence rate continuously becomes higher than the predicted value, the previous and current jam alarm occurrence rates are obtained. It is checked whether or not the interval falls within a preset effective evaluation period (S
905). As a result, if it is within the validity evaluation period (S90
6), the serviceman visit necessity predicting unit 43 determines that the jam alarm occurrence rate is continuously increasing, and sends a serviceman visit request report from the transmitting unit 4 to the corresponding copying apparatus 1. To the terminal device 6 of the service base (S907). For example, when the jam alarm is counted as shown in FIG. 18 within the valid evaluation period, it is determined that the jam alarm occurrence rate is continuously increasing from periods I and II in the figure.

FIG. 19 is an explanatory diagram of the jam alarm information storage according to another embodiment. In the reception information storage section 41 of the management device 4 shown in FIG. The automatic log information analysis unit 42 simply stores only the number of jams at each occurrence location according to the previous jam alarm information, and compares the number of jams at the previous occurrence with the number of occurrences at the current occurrence location. Only the tendency value which is small is stored as binary data (large: 1; small: 0). Then, for example, when the state of “1” of this data continues continuously for a predetermined number of times or more, it can be determined that a serviceman's visit is necessary. In this way, the memory capacity used by the management device 4 can be significantly reduced. Note that, in the transport system failure diagnosis processing (S103), it is not always necessary to perform all of the four types of processing 1 to 1 described above. When requesting special management of the copying apparatus 1 from the terminal device 6 to the management device 4, by inputting a desired numerical value or the like from the operation unit 62, four types of processing 1-.
From 1-, any process and the order of the process can be designated. 2. Diagnosis of Image System Failure The diagnosis process of the image system failure (S105) includes the following steps 2 to
There are two types of diagnostic processing of 2-. 2-: Diagnosis processing based on image-based failure occurrence pattern 2-: Diagnosis processing based on image-based SC occurrence rate 2-: Diagnosis processing based on whether or not the image-based SC occurrence rate is continuously increasing Diagnosis processing based on the change tendency of the image control voltage value related to the occurrence of the image system SC

FIG. 20 shows a main routine relating to a diagnosis process (2-) based on a failure occurrence pattern of an image-related failure. First, the automatic log information analysis unit 42 stores information (accumulatedly stored in the reception information storage unit 41). From FIG. 5), time series data (image control voltage information) for a certain period required for diagnosing an image-related failure is acquired (S1001). This time-series data is obtained from the count values of the counters for the number of times that the surface potential detection value of the photosensitive drum 10 has exceeded the upper limit value and the lower limit value (see FIG. 24), and the date and time information at each count time. Time series data. Then, the automatic log information analysis unit 42 calculates the difference Nn between each count value Nn of the date Dn and each count value of the previous day Dn−1 from each count value Nn and the date Dn at the time of counting.
After calculating and storing −1, respectively (S1002), each statistic is calculated from Nn− (Nn−1) from each difference and stored (S1003). If this statistical value is larger than the predetermined predicted value (Yes in S1004), the serviceman visit necessity prediction unit 43 sends a serviceman visit request report from the transmission unit 4 to a terminal of a service base that manages the corresponding copying apparatus 1. The data is transmitted to the device 6 (S1005). Here, assuming that the statistical value tanθ = B / A, for example, A is Dn− (Dn−1) per day, and B is a value obtained by dividing the count value N of each counter by a predetermined value (eg, “10”). Are respectively shown. It is also assumed that the relationship between the count value of a certain counter sent daily from a certain copying machine 1 and the date D at the time of counting is as shown in FIG. 18, for example. In this case, the count value increases rapidly from the date Dn-1 to the date Dn, indicating that the probability of occurrence of a failure in the near future is high. Therefore, the statistical value is “1.
When the number is equal to or more than "5", it may be determined that there is a high possibility that a failure will occur due to an image defect in the corresponding copying apparatus 1 in the near future.

FIG. 21 is a flow chart showing a routine relating to the diagnostic processing (2-) based on the image system SC occurrence rate. The automatic log information analysis unit 42 acquires time-series data for a certain period required for diagnosing an image-based failure (S110).
1) The increment of the current image-based SC with respect to the previous time is calculated by (SC number of the current report) − (SC number of the previous report) (S1102). Further, the number of operating days of the copying apparatus during that time is calculated from (this SC report date and time)-(previous SC report date and time) (S1103). And the increase S
The SC occurrence rate is obtained by dividing the number of C alarms by the number of operating days (S1104). If this is larger than the predetermined SC occurrence rate prediction value (Yes in S1105), the serviceman visit necessity prediction unit 43 determines that the image system is abnormal or abnormal in the near future, and sends a serviceman visit request report to the transmission unit. 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1106). FIG.
9 is a flowchart showing a routine related to a diagnosis process (2-) based on whether or not the image-based SC occurrence rate is continuously increasing. The automatic log information analysis unit compares the previous SC occurrence rate obtained in step S1104 of FIG. 21 with a predetermined SC occurrence rate predicted value (S1201), and if the SC occurrence rate is larger than the predicted value (S1202). Ye
s), and further compares the current SC incidence rate with the predicted value (S)
1203). As a result, also in this case, if the SC occurrence rate is larger than the predicted value (Yes in S1204), that is, if the SC occurrence rate continuously becomes larger than the predicted value, the previous and current SC occurrence rate acquisition intervals are set in advance. It is checked whether it is within the set effective evaluation period (S1205). as a result,
If it is within the validity evaluation period (No in S1206), the serviceman visit necessity predicting unit 43 determines that a failure will occur in the image system in the near future because the image system SC occurrence rate is continuously increasing. Then, a serviceman visit request report,
The transmission unit 4 transmits the data to the terminal device 6 at the service base that manages the corresponding copying apparatus 1 (S1207). For example,
When SCs are counted as shown in FIG. 18 during the validity evaluation period, it can be seen from the periods I and II in the figure that the jam alarm occurrence rate is continuously increasing. It can be predicted to occur.

FIG. 23 is a flow chart showing a routine relating to a diagnosis process (2-) based on a change tendency of the image control voltage value relating to the occurrence of the image system SC. The automatic log information analysis unit 42 acquires time-series data (image control voltage information) for a certain period necessary for diagnosing an image-related failure from the information (see FIG. 5) accumulated and stored in the reception information storage unit 41. (S1301). The time-series data is time-series data including an image control voltage value of the photosensitive drum 10 associated with an image forming operation (toner supply, stop, and the like) and year / month / date information at the time of detecting each voltage value. Automatic log information analysis unit 42
Detects the change pattern (change tendency) of the image control voltage value from the acquired time-series data of the image control voltage value (S1302). If the operation of the image system is normal, the image control voltage value should periodically change as shown in FIG. 24 (a). As shown in b), the image control voltage value becomes constant regardless of the image forming operation. The serviceman visit necessity predicting unit 43 determines that the change pattern detected in step S1302 indicates a basic pattern, that is, a periodic change (S1303).
No), this routine ends without doing anything, but if it deviates from the basic pattern (Yes in S1304)
s) It is checked whether or not the period deviating from the basic pattern falls within a preset effective evaluation period (S1305).
If it is within the validity evaluation period (Yes in S1305), it is checked how many times before the image control voltage value has deviated from the basic pattern from the voltage value detection point at which deviation from the basic pattern has been detected (S1306). . As a result, if the basic pattern is deviated from the basic pattern continuously for a predetermined number of times (n times) (Yes in S1306), it is determined that the image system is abnormal, and a serviceman visit request report is sent from the transmitting unit 4 to the serviceman. The data is transmitted to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1307).

It should be noted that the diagnosis processing of the image system failure (S105)
, It is not always necessary to perform all of the above four types of processing 2- to 2-. When requesting the special monitoring of the copying apparatus 1 from the terminal device 6 to the management device 4, by inputting a desired numerical value or the like from the operation unit 62, four types of processing 2 are performed.
Any process and the order of the process can be designated from-to 2-. 3. Diagnosis of SC System Failure The diagnosis process of the SC system failure (S107) includes the following steps 3 to
There are three types of diagnostic processing of 3-. 3-: Diagnosis processing based on SC occurrence rate 3-: Judgment processing based on whether SC occurrence rate is continuously increasing 3-: Diagnosis processing based on change tendency of control voltage value related to SC

FIG. 25 is a flowchart showing a routine related to the SC failure diagnosis processing (3-) based on the SC occurrence rate. The automatic log information analysis unit 42 acquires time-series data for a certain period required for diagnosing an SC-related failure (S1).
401), the increment of the current image-based SC with respect to the previous
It is calculated by (SC number of current report) − (SC number of previous report) (S1402). Further, the number of operating days of the copying apparatus during that time is calculated from (this SC report date and time)-(previous SC report date and time) (S1403). Then, the SC occurrence rate is obtained by dividing the increased number of SC alarms by the number of operating days (S1404). If this is greater than the predetermined SC occurrence rate prediction value (Yes in S1405), the serviceman visit necessity prediction unit 43 determines that the SC system is abnormal or abnormal in the near future, and sends a serviceman visit request report to the transmission unit. 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1406). FIG.
6 is a flowchart showing a routine related to SC failure diagnosis processing (3-) based on whether or not the SC occurrence rate is continuously increasing. The automatic log information analysis unit compares the previous SC occurrence rate obtained in step S1404 of FIG. 25 with a predetermined SC occurrence rate prediction value (S1501),
If the SC occurrence rate is larger than the predicted value (Y in S1502)
es) Further, the current SC occurrence rate is compared with the predicted value (S1503). As a result, if the SC occurrence rate is higher than the predicted value this time as well (Yes in S1504),
If the C incidence rate continues to be higher than the predicted value,
It is checked whether or not the previous and current SC occurrence rate acquisition intervals fall within a preset effective evaluation period (S1505). As a result, if it is within the validity evaluation period (No in S1506), the serviceman visit necessity prediction unit 43 determines that the SC occurrence rate is continuously increasing, and transmits a serviceman visit request report. The data is transmitted from the unit 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1507). For example, if the SC is counted as shown in FIG. 18 within the valid evaluation period, the SC from the periods I and II in FIG.
Since it can be seen that the incidence is continuously increasing,
It can be predicted that a failure will occur near the C system.

FIG. 27 is a flowchart showing a routine related to a diagnosis process (3-) based on a change tendency of the control voltage value related to the SC. Automatic log information analysis unit 42
Is based on information accumulated in the reception information storage unit 41 (see FIG. 5), which is equivalent to a control voltage value related to the SC (for example, a control voltage value of a light source, a fixing heater, a paper transport system, and the like) for a certain period. Time series data is acquired (S1601). The automatic log information analysis unit 42 uses the acquired time-series data of the control voltage value to determine a change pattern (change tendency) of the image control voltage value.
Is detected (S1602). If the change pattern detected in step S1602 indicates a basic pattern, that is, a periodic change (No in S1603), the serviceman visit necessity prediction unit 43 ends this routine without doing anything. If it is out of the pattern (S1
(Yes in 604), it is checked whether or not a period deviating from the basic pattern falls within a preset effective evaluation period (S).
1605). If it is within the valid evaluation period (Y in S1605)
es) Then, it is checked how many times before the voltage value detection time when the deviation from the basic pattern is detected, the image control voltage value continuously deviates from the basic pattern (S1606). As a result, if it is out of the basic pattern continuously for a predetermined number of times (n times) (Yes in S1606), the SC
It is determined that the system is abnormal, and the serviceman visit request report is transmitted from the transmission unit 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1607).

It should be noted that the SC system failure diagnosis processing (S107)
, It is not always necessary to perform all of the above three types of processing 3- to 3-. When the terminal device 6 requests the management device 4 to perform special monitoring of the copier 1, by inputting a desired numerical value or the like from the operation unit 62, three types of processing 3
An arbitrary process and the order of the processes can be designated from-to 3-. 4. Diagnosis of Operation System Failure The diagnosis processing of the operation system failure (S109) includes the following two types of diagnosis processing of 4- and 4-. 4-: Manual call (hereinafter referred to as "MC")
Operational system diagnosis processing based on occurrence rate 4-: Operational system diagnosis processing based on whether or not the MC occurrence rate is continuously increasing MC is an identification specified in advance by an operator of the copying apparatus 1 at an operation unit. (For example, pressing the manual call switch) directly calls the management apparatus 4. Management device 4 for this MC
The response from the side is often made by a general telephone.

FIG. 28 shows a diagnosis process (4) based on the MC occurrence rate.
9 is a flowchart illustrating a routine regarding-). The automatic log information analysis unit 42 acquires time-series data for a certain period required for diagnosing an operation system failure (S170).
1) The present-time increase of the image-based MC with respect to the previous time is calculated by (MC number of the current notification) − (MC number of the previous notification) (S1702). Further, the number of operating days of the copying apparatus during that time is calculated from (current MC report date and time)-(previous MC report date and time) (S1703). And the increase M
The MC occurrence rate is obtained by dividing the number of C alarms by the number of operating days (S1704). If this is larger than the predetermined MC occurrence rate prediction value (Yes in S1705), the serviceman visit necessity prediction unit 43 determines that the MC system is abnormal or abnormal in the near future, and sends a serviceman visit request report to the transmission unit. 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S1706).

FIG. 29 is a flowchart showing a routine relating to the operation system failure diagnosis processing (4-) based on whether or not the MC occurrence rate is continuously increasing. The automatic log information analysis unit compares the previous MC occurrence rate obtained in step S1704 of FIG. 28 with a predetermined MC occurrence rate predicted value (S1801). If the MC occurrence rate is larger than the predicted value (S1802) Yes), and further compares the current MC occurrence rate with the predicted value (S1803). As a result, this time MC
If the occurrence rate is larger than the predicted value (Ye in S1804)
s), that is, when the MC occurrence rate continuously becomes larger than the predicted value, it is checked whether or not the previous and current MC occurrence rate acquisition intervals fall within a preset effective evaluation period (S1).
805). As a result, if it is within the validity evaluation period (S18)
06, No), the serviceman visit necessity prediction unit 43
It is determined that the C occurrence rate is continuously increasing, and a serviceman visit request report is transmitted from the transmitting unit 4 to the terminal device 6 of the service base managing the corresponding copying apparatus 1 (S
1807). For example, within the validity evaluation period, SC
Is counted as shown in FIG. 18, it can be seen from the periods I and II in the figure that the MC occurrence rate is continuously increasing, so that it can be predicted that a failure will occur near the operation system. In addition, the diagnosis processing of the operation system failure (S10
In 9), it is not always necessary to perform both of the two types of processing 4- and 4-. When requesting special monitoring of the copying apparatus 1 from the terminal device 6 to the management device 4, by inputting a desired numerical value or the like from the operation unit 62, any of these two types of processing 4- and 4- can be selected. The processing and the order of the processing can be specified. 5. Diagnosis of abnormal sound disorder The diagnostic processing of abnormal sound disorder (S111) includes the following two types of diagnostic processing of 5- and 5-. 5-: Allophone system diagnosis processing based on MC occurrence rate 5-: Allophone system diagnosis processing based on whether or not the MC occurrence rate is continuously increasing The contents of these processings 5- and 5- are shown in FIG. 28 and FIG.
This is the same as the diagnosis processing 4 of the operation system failure shown in FIG. Also in the abnormal sound system failure diagnosis processing (S111), it is not always necessary to perform both of the two types of processing 5- and 5-, and the order of the processing is arbitrary. 6. Diagnosis of input / operation system failure The following 6
There are two types of diagnostic processing:-and 6-. 6: Abnormal sound diagnosis processing based on MC occurrence rate 6-: Abnormal sound diagnosis processing based on whether or not the MC occurrence rate is continuously increasing The contents of these processings are shown in FIGS. 28 and 29. This is the same as the diagnosis processing 4- and 4- of the operation system failure shown. In this input / operation system failure diagnosis process (S113),
It is not always necessary to perform both of the above two types of processing 6- and 6-, and the order of the processing is arbitrary.

As described above, in the image forming apparatus management service system according to this embodiment, after performing a comprehensive inspection and the like on the copying apparatus 1 which is determined to be abnormal, the diagnostic work performed for a certain period is automated. The diagnosis result is transmitted to the service base which is in charge of the maintenance and management of the copying machine 1, so that the useless visit of the service person to the customer is minimized, and the service person is required only for the necessary inspection. It is better to go out first and carry out. Therefore, the burden on the serviceman due to the periodic diagnosis work after the comprehensive inspection of the copying apparatus 1 can be greatly reduced, and the user can copy while the serviceman goes to the customer and performs the maintenance and inspection work after the comprehensive inspection. Inconveniences such as hindering the user's work due to the inability to use the device 1 can be reduced. In addition, a periodic inspection is automatically performed, and if it is determined that the copier 1 to be diagnosed is operating normally, a document (customer report) including at least the contents of the diagnosis and the diagnosis result is provided. Since the contents are created and output, the state of the copying apparatus 1 at the customer can be accurately grasped based on the contents of the document, which is useful for improving the quality and efficiency of the service thereafter.

In the main flow of the diagnosis process shown in FIG. 8, the diagnosis of the transport system failure (S103), the diagnosis of the image system failure (S105), and the diagnosis of the SC system failure (S10)
7), diagnosis of operation system failure (S109), diagnosis of abnormal sound system failure (S111), and diagnosis of input / operation system failure (S1)
Although the description has been made assuming that all the six types of diagnostic processing of 13) are performed, it is not always necessary to perform all of them. When requesting special monitoring of the copying apparatus 1 from the terminal device 6 to the management device 4, by inputting a desired numerical value or the like from the operation unit 62, from among these six types of diagnostic processing,
Arbitrary processing and the order of processing can be specified.
In addition, the set values of various criteria used in the automatic log information analysis unit 42 and the serviceman visit necessity prediction unit 43 of the management device 4 can be arbitrarily input and set from the numerical value input unit of the management device 4. . Further, in the above-described embodiment, a system configuration for remotely managing a plurality of copying apparatuses has been described as an example. However, a service system for remotely managing a plurality of image forming apparatuses other than the copying apparatus, such as a facsimile apparatus and a printer, may be used. The present invention can be applied.

[0040]

As described above, according to the present invention, a diagnostic operation performed for a certain period of time after performing a comprehensive inspection or the like on an image forming apparatus that is determined to be abnormal is automated, and the diagnostic result is obtained. , So that it is transmitted to the terminal device of the service base that is in charge of maintenance and management of the image forming apparatus, thereby minimizing unnecessary visits by the service person to the customer, and allowing the service person to perform the necessary inspection only when necessary. It is only necessary to go to the site and implement it, so that the cost and labor of the serviceman to visit the customer can be greatly reduced. In addition, as a result of the automatic periodic diagnosis, when it is determined that the image forming apparatus to be diagnosed is operating normally, a document describing at least the contents of the diagnosis and the diagnosis result is separated by image forming apparatus or customer. Since the information is created and output, the state of the image forming apparatus at the customer's location can be accurately grasped, which can be used for improving the quality and efficiency of the service thereafter. In addition, since the contents of the automatic periodic diagnosis can be designated by selecting one or more contents from a plurality of kinds of diagnosis contents for each image forming apparatus or each customer, only the necessary diagnosis is selected. Automatic diagnosis can be efficiently performed.
In addition, since the diagnosis of the sheet conveyance system and the image system in which a trouble frequently occurs in the image forming apparatus can be performed by the automatic periodic diagnosis, the trouble can be found and prevented efficiently.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing an example of an embodiment of an image forming apparatus management service system according to the present invention.

FIG. 2 is a schematic diagram showing an arrangement of various units related to image formation of the copying apparatus in FIG. 1 and a plurality of sensors for detecting transfer paper on a transfer paper transport path thereof.

FIG. 3 is a block diagram showing a functional configuration of the copying apparatus shown in FIG. 1;

FIG. 4 is a block diagram illustrating a functional configuration of a management device in FIG. 1;

FIG. 5 is an explanatory diagram exemplifying a time-series data storage form in a reception information storage unit in FIG. 4;

FIG. 6 is a flowchart of a routine relating to a jam alarm process of the copying apparatus shown in FIG. 3;

FIG. 7 is a block diagram illustrating a functional configuration of a terminal device in FIG. 1;

FIG. 8 is a flowchart of a main routine of an automatic diagnosis process.

FIG. 9 is a flowchart of a main routine for diagnosis processing of a transport system failure based on a failure occurrence pattern.

FIG. 10 is a flowchart of a routine relating to processing of calculation, creation, and registration of change point history data based on jam alarm information.

FIG. 11 is a flowchart of the same tendency jam alarm determination processing routine that is a first preliminary processing of the necessity of visiting a serviceman.

FIG. 12 is a flowchart of a jam rate over alarm determination processing routine that is a second prediction processing of the necessity of visiting a serviceman.

FIG. 13 is a flowchart of a jam occupancy ratio excess alarm determination process routine that is a third prediction process of the necessity of visiting a serviceman.

FIG. 14 is an explanatory diagram regarding jam alarm information recording.

FIG. 15 is a flowchart illustrating a routine related to a diagnosis process based on a jam alarm occurrence rate.

FIG. 16 is a flowchart illustrating a routine related to a diagnosis process based on a serviceman call occurrence rate.

FIG. 17 is a flowchart illustrating a routine related to a determination process based on whether or not the jam alarm occurrence rate is continuously increasing.

FIG. 18 is a diagram illustrating an example of a relationship between a count value N sent from a copying apparatus to a management apparatus and a count date D thereof.

FIG. 19 is an explanatory diagram relating to jam alarm information storage.

FIG. 20 is a main routine relating to a diagnosis process based on a failure occurrence pattern of an image-related failure.

FIG. 21 is a flowchart illustrating a routine related to a diagnosis process based on an image-based serviceman call occurrence rate.

FIG. 22 is a flowchart showing a routine related to a diagnosis process based on whether or not the image serviceman call occurrence rate is continuously increasing.

FIG. 23 is a flowchart showing a routine related to a diagnosis process based on a change tendency of an image control voltage value related to the occurrence of an image serviceman call.

24A is a diagram illustrating a basic pattern of control voltage value change, and FIG. 24B is a diagram illustrating an abnormal pattern of control voltage value change.

FIG. 25 is a flowchart showing a routine related to a serviceman call failure diagnosis process based on a serviceman call occurrence rate.

FIG. 26 is a flowchart showing a routine related to serviceman call-related failure diagnosis processing based on whether or not the serviceman call occurrence rate is continuously increasing.

FIG. 27 is a flowchart illustrating a routine related to a diagnosis process based on a change tendency of a control voltage value related to a serviceman call.

FIG. 28 is a flowchart illustrating a routine related to a diagnosis process based on a manual call occurrence rate.

FIG. 29 is a flowchart illustrating a routine related to a diagnosis process based on whether or not the manual call occurrence rate is continuously increasing.

[Explanation of symbols]

 1: Copying device (image forming device) 2: Data communication device 3: Communication line 4: Management device 5: Communication line 6: Terminal device 10: Photoconductor drum 12: Developing device 22: Various sensors 23: Status information storage unit, 24: copy number counting section 25: alarm level storage section 27: jam alarm counting section 28: jam occurrence detection section 29: transmission section 40: reception section 41: reception information storage section 42: automatic log information analysis section (abnormal diagnosis section) 43: Serviceman visit necessity prediction unit (abnormality diagnosis unit) 44: Transmission unit 45: Customer information creation unit 60: Reception unit 61: Reception information storage unit 62: Display unit 63: Operation unit 64: Transmission unit

Continued on the front page F term (reference) 2C061 AP03 AP04 AP07 AQ06 HK15 HK19 HQ01 HV09 HV13 HV14 HV18 HV35 HV60 2H027 DA45 DC05 DC15 DD02 EJ13 EJ15 5C062 AA05 AA13 AB38 AB42 AC41 AC42 AC56 NN0704 001 RR22 TT06 VV01 9A001 BB02 BB03 BB04 CC02 DZ10 HH23 HH33 JJ18 JJ35 KK42 KK60 LL05 LL09

Claims (4)

[Claims] A plurality of image forming apparatuses are connected to a management apparatus that remotely manages the plurality of image forming apparatuses via a communication line, and a plurality of terminal apparatuses respectively installed at the management apparatus and at a plurality of service bases. When an abnormal event or an abnormal pre-event occurs during operation in each of the image forming apparatuses, the management apparatus acquires the occurrence information and analyzes the content thereof, and In an image forming apparatus management service system for selectively transmitting apparatus information relating to maintenance or repair of an image forming apparatus to an apparatus, the terminal device may include information on occurrence of the abnormal event and abnormal pre-event for each image forming apparatus. Are stored in a sequence, and as a result of the diagnosis based on the device information, if there is an image forming device that is recognized as abnormal, It has a function of requesting to collect information after repair, replacement of parts or comprehensive inspection of the image forming apparatus, and the management apparatus, after a comprehensive inspection of the corresponding image forming apparatus, in response to a request from the terminal device. Information that is periodically acquired and stored for a certain period of time to obtain time-series data on the state of the image forming apparatus. The time-series data obtained by the reception information storage is analyzed to detect abnormalities. An abnormality diagnosis unit for diagnosing whether the abnormality is diagnosed, and a transmission unit for transmitting a diagnosis result of the abnormality diagnosis unit to the terminal device at a service base responsible for maintenance or repair of the image forming apparatus that has been diagnosed. An image forming apparatus management service system, comprising: 2. The management apparatus according to claim 1, further comprising a customer information creating unit that outputs a document in which at least the content of the diagnosis by the abnormality diagnosis unit and the diagnosis result are described for each of the image forming apparatuses or each customer. The image forming apparatus management service system according to claim 1. 3. The diagnostic content of the abnormality diagnostic section can be specified by selecting one or a plurality of diagnostic contents from a plurality of types of diagnostic content for each of the image forming apparatuses or each customer. The image forming apparatus management service system according to claim 1 or 2, wherein: 4. The image forming apparatus management service system according to claim 3, wherein the plurality of types of diagnosis contents include at least a sheet conveyance system diagnosis and an image defect prediction diagnosis.