JP4152359B2 - Computer maintenance support system, method thereof, maintenance support device and program - Google Patents

Description

  The present invention relates to a computer maintenance support system, a method thereof, a maintenance support apparatus, and a program capable of grasping the content of a failure and the procedure of a failure recovery operation even if the user does not know the system error code.

  Conventionally, a system that is displayed by a maintenance person who intends to perform maintenance work when a failure that prevents connection to the network, such as displaying only a system error code, does not start up to an OS (operating system) in a computer device Grasp the error contents from the error code and deal with it by carrying out the work of recovery, or respond to the system error code verbally by contacting the trouble response window, or displayed by e-mail etc. We responded by sending the information that was received and implementing the procedure for failure recovery from that information.

Here, the manager captures image data captured by the video server agent, and there is an abnormality such as a specific failure state in which the OS is not operating is displayed on the display as compared with a predetermined normal image. By determining whether or not, a technique has been proposed that can grasp and deal with a failure situation (see, for example, Patent Document 1).
JP 2002-171506 A

  However, the conventional example described above has the following problems.

  Maintenance personnel who perform maintenance work need to be familiar with the system error code in order to quickly perform appropriate recovery work.

  In addition, it is necessary to contact the system error code by verbal or e-mail without fail to obtain information on the procedures necessary for the disaster recovery work.Procedures required for miscommunication and fault recovery work There was a problem that it took time to obtain.

  Therefore, the present invention can grasp the contents of the failure and the procedure of the failure recovery work even if the system error code is not well known, and the communication that occurs at the time of inquiry is reduced by reducing the number of inquiries with the failure response window. It is an object of the present invention to provide a computer maintenance support system, a method thereof, a maintenance support device, and a program capable of shortening the time required to obtain a procedure for error or failure recovery.

A first aspect of the present invention is a computer maintenance support system including a mobile communication terminal connected via a network and a server, wherein the mobile communication terminal is used by a maintenance worker who intends to perform maintenance work. Captures image information in a state in which a failure has occurred in response to the operation of the maintenance staff, transmits the image information to the server, receives and displays the failure content information specified from the server, and the server displays the computer identification information. Error code database in which error codes and failure contents are associated with each other, image information conversion means for converting image information into character information using color codes, and system error codes extracted from the converted character information Character information that searches the error code database based on the error code and acquires the failure content information registered in association with the error code And analysis means, a computer maintenance support system characterized in that it comprises a reception control means for transmitting to the mobile communication terminal via a network fault content information identified.

  The invention according to claim 2 is the computer maintenance support system according to claim 1, wherein the mobile communication terminal receives and displays the failure content information and / or failure recovery procedure information specified from the server, The failure recovery procedure database in which the failure content and the failure recovery procedure are associated, and the failure recovery procedure database that is registered in association with the failure content by searching the failure recovery procedure database based on the acquired failure content information Character information analysis means for acquiring information, and transmission / reception control means for transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via the network.

The invention described in claim 3 is a computer maintenance support system including an imaging device, a mobile communication terminal, and a server connected to the mobile communication terminal via a network, and intends to perform maintenance work. The imaging device used by maintenance personnel captures image information in a state where a failure has occurred according to the operation of the maintenance personnel, and the mobile communication terminal acquires image information from the imaging device and transmits it to the server, The failure content information specified from the server is received and displayed. The server uses an error code database in which the identification information of the computer, the error code, and the failure content are associated with each other, and character codes using color codes from the image information. Image information conversion means for converting to information, and searching the error code database based on the system error code extracted from the converted character information Character information analysis means for acquiring failure content information registered in association with a barcode, and transmission / reception control means for transmitting the specified failure content information to a mobile communication terminal via a network, It is a computer maintenance support system.

  According to a fourth aspect of the present invention, in the computer maintenance support system according to the third aspect, the mobile communication terminal receives and displays the failure content information and / or the failure recovery procedure information specified from the server. The failure recovery procedure database in which the failure content and the failure recovery procedure are associated, and the failure recovery procedure database that is registered in association with the failure content by searching the failure recovery procedure database based on the acquired failure content information Character information analysis means for acquiring information, and transmission / reception control means for transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via the network.

A fifth aspect of the present invention is a computer maintenance support method using a mobile communication terminal connected via a network and a server, wherein the mobile communication used by a maintenance worker who intends to perform maintenance work. The terminal has a step of capturing image information in a state where a failure has occurred in accordance with the operation of the maintenance staff and transmitting the image information to the server. The server uses the color code from the image information by the image information conversion means. and converting the text information Te, the error code databases by the character information analyzing means, identification information and error code and fault contents, etc., of the computer associated based on the system error code fetched in the converted character information And acquiring failure content information registered in association with the error code, and transmission / reception control means Therefore, it has a step of transmitting the specified failure content information to the mobile communication terminal via the network, and the mobile communication terminal further has a step of receiving and displaying the specified failure content information from the server. A computer maintenance support method characterized by the above.

  A sixth aspect of the present invention is the computer maintenance support method according to the fifth aspect, wherein the mobile communication terminal has a step of receiving and displaying the failure content information and / or failure recovery procedure information specified from the server. The server searches the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means, and is registered in association with the failure content. And a step of transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via the network by the transmission / reception control means.

The invention described in claim 7 is a computer maintenance support method using an imaging device, a mobile communication terminal, and a server connected to the mobile communication terminal via a network, and attempts to perform maintenance work. The imaging device used by the maintenance staff has a step of photographing image information in a state where a failure has occurred in response to the operation of the maintenance staff, and the mobile communication terminal acquires the image information from the imaging device. The image information converting means converts the image information from the image information into character information using a color code, and the character information analyzing means takes out the converted character information. Search the error code database that associates the computer identification information, error code, and failure details with the system error code. A step of obtaining failure content information registered in association with a barcode, and a step of transmitting the specified failure content information to a mobile communication terminal via a network by a transmission / reception control means, The communication terminal further has a step of receiving and displaying the failure content information specified from the server.

  According to an eighth aspect of the present invention, in the computer maintenance support method according to the seventh aspect, the mobile communication terminal has a step of receiving and displaying the failure content information and / or the failure recovery procedure information specified from the server. The server searches the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means, and is registered in association with the failure content. Acquiring fault recovery procedure information, and transmitting and receiving the specified fault content information and / or fault recovery procedure information to the mobile communication terminal via the network.

  The invention according to claim 9 is an error code database in which identification information of an computer, an error code, a failure content, and the like are associated with each other, image information conversion means for converting image information in a state where a failure has occurred into character information, Character information analysis means for searching the error code database based on the system error code extracted from the converted character information and acquiring the failure content information registered in association with the error code, and the specified failure A maintenance support apparatus comprising transmission / reception control means for outputting content information.

  According to a tenth aspect of the present invention, in the maintenance support device according to the ninth aspect, a failure recovery procedure database in which a failure content and a failure recovery procedure are associated with each other, and a failure recovery procedure database based on the acquired failure content information. Character information analysis means for searching and acquiring failure recovery procedure information registered in association with the failure content and transmission / reception control means for outputting the specified failure content information and / or failure recovery procedure information are provided.

According to the invention of claim 11, image information in a state where a failure has occurred in response to an operation of the maintenance staff is photographed on a mobile communication terminal used by a maintenance staff who intends to perform maintenance work, and transmitted to the server. A step of converting the image information into character information by using the color code by the image information conversion means, and a system error code extracted from the character information converted by the character information analysis means. A step of searching an error code database in which computer identification information, an error code, and failure contents are associated with each other based on the information, acquiring failure content information registered in association with the error code, and transmission / reception control The step of transmitting the specified failure content information to the mobile communication terminal via the network by means Communication terminal, a program for causing further perform the step of receiving and displaying the failure content information specified by the server.

The invention of claim 12, wherein, in claim 11, wherein the program causes the mobile communication terminal, to execute the step of receiving and displaying fault content information and / or fault recovery procedure information specified by the server, the server The failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information is searched by the character information analysis means, and the failure recovery registered in association with the failure content acquiring procedure information, the reception control means, Ru further execute a step of transmitting fault content information identified and / or disaster recovery procedure information to the mobile communication terminal via a network.

According to a thirteenth aspect of the present invention, an imaging apparatus used by a maintenance worker who is to perform maintenance work is caused to execute a step of photographing image information in a state where a failure has occurred in response to an operation of the maintenance worker. Causing the communication terminal to acquire image information from the imaging device and transmitting the image information to the server; causing the server to convert the image information from the image information into character information using a color code ; Based on the system error code extracted from the converted character information, the information analysis means searches the error code database in which the identification information of the computer, the error code, and the failure content are associated, and associates them with the error code. The registered failure content information is registered by the step of acquiring the registered failure content information and the transmission / reception control means. Perform the step of transmitting to the mobile communication terminal through the workpiece, the mobile communication terminal is a program for causing to execute a step of displaying further receives the fault content information specified by the server.

The invention of claim 14, wherein, in claim 13, wherein the program causes the mobile communication terminal, to execute the step of receiving and displaying fault content information and / or fault recovery procedure information specified by the server, the server The failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information is searched by the character information analysis means, and the failure recovery registered in association with the failure content acquiring procedure information, the reception control means, Ru to execute the step of transmitting to the mobile communication terminal fault content information identified and / or disaster recovery procedure information through the network.

  According to the computer maintenance support system, the method thereof, the maintenance support apparatus and the program of the present invention, it is possible to grasp the failure content and the procedure of the failure recovery work even if the system error code is not fully understood. By reducing the number of inquiries, it is possible to shorten the time required to obtain a transmission error or a failure recovery procedure that occurs during the inquiry.

  Next, the configuration of an embodiment of the present invention will be described with reference to the drawings.

  Referring to FIG. 1, the computer maintenance support system according to the present embodiment includes a user computer 10, a digital camera 20, a mobile phone 30, and a failure recovery procedure server 40. The server 40 is connected via the network 100. The network 100 may be any network, such as the Internet, an intranet, or a LAN (Local Area Network).

  The user computer 10 is an information processing apparatus such as a personal computer used by the user. A display unit such as a liquid crystal display for displaying a predetermined error message or the like is provided.

  The digital camera 20 has a function of photographing the display unit of the user computer 10 that is used by maintenance personnel who intend to perform maintenance work.

  The mobile phone 30 is an information processing apparatus having a function of connecting to the digital camera 20 that is used by maintenance personnel who intend to perform maintenance work. PDA (personal digital assistant), PHS, etc. are included. In addition, the information processing apparatus has a function of connecting to the failure recovery procedure server 40 via the network 100 using a Web browser or the like. Further, information for identifying a computer from the failure recovery procedure server 40, for example, an identification information receiving unit for receiving a model number list, and selecting the model number of the computer to perform maintenance work from the received model number list for the digital camera 20 displays an image information transmission unit to be transmitted to the failure recovery procedure server 40 together with the image information photographed at 20, a maintenance information reception unit to receive information such as a failure content and a failure recovery work procedure from the failure recovery procedure server 40, and displays the maintenance information. It has a display part.

  The failure recovery procedure server 40 is an information processing apparatus such as a workstation. As shown in FIG. 2, a transmission / reception control unit 401, an identification information database 402, an image information conversion unit 403, a character information analysis unit 404, an error code database 405, and a failure recovery procedure database 406 are provided.

  When the transmission / reception control unit 401 confirms that the cellular phone 30 is connected via the network 100, the transmission / reception control unit 401 transmits identification information such as a computer model number list stored in the identification information database 402 to the cellular phone 30. have. Also, it has a function of receiving the computer model number selected from the computer model number list and the image information captured by the digital camera 20 from the mobile phone 30 and outputting the image information captured by the digital camera 20 to the image information conversion unit 403. is doing. Further, after detecting the failure content, the information stored in the error code database 405 or the failure recovery procedure database 406 is transmitted to the mobile phone 3.

  In the identification information database 402, for example, a predetermined table in which a computer model number and a computer name are associated with each other as shown in FIG. 3 is registered. The data registered in the identification information database 402 is transmitted to the mobile phone 30 by the transmission / reception control unit 401 when it is confirmed that the mobile phone 30 is connected via the network 100.

  The image information conversion unit 403 has a function of converting image information received from the mobile phone 30 via the network 100 into character information. As a method of converting character information from image information, there is a method of reading a difference between a color code used in the background and a color code used in character display. For example, when the system error code is displayed in white characters on a blue background, the color code of the blue background portion is “# 0000FF”, and the color code of the white character portion of the system error code is “#FFFFFF” Read this difference.

  The character information analysis unit 404 has a function of analyzing the character information converted by the image information conversion unit 403.

  In the error code database 405, for example, a predetermined table in which a computer model number, an error code, a failure content, and the like are associated is registered as shown in FIG.

  In the failure recovery procedure database 406, for example, a predetermined table in which failure contents and failure recovery procedures are associated with each other as shown in FIG. 5 is registered.

  Next, with reference to FIG. 6, a flow of processing for notifying the user computer that is the maintenance target of the failure content or the failure recovery procedure from the image information in the present embodiment will be described in detail.

  First, the user computer 10 does not start up to the OS, and a failure that cannot be connected to the network, such as displaying only a system error code, occurs (step A1).

  Next, the digital camera 20 captures image information such as a system error code displayed on the display unit of the user computer 10 (step A2).

  After taking the image information, the digital camera 20 and the mobile phone 30 are connected, and the image information in the digital camera 20 is output to the mobile phone 30 (step A3).

  The cellular phone 30 is connected to the failure recovery procedure server 40 via the network 100 (step A4).

  When the transmission / reception control unit 401 of the failure recovery procedure server 40 confirms that the mobile phone 30 is connected to the own device via the network 100, the computer model list stored in the identification information database 402 is stored in the mobile phone 30. Transmit (step A5).

  The mobile phone 30 that has received the computer model number list from the failure recovery procedure server 40 selects the corresponding model number of the user computer 10 in which the failure has occurred, and the failure recovery procedure server 40 together with the image information taken by the digital camera 20. (Step A6).

  The transmission / reception control unit 401 of the failure recovery procedure server 40 that has received the image information and the computer model number from the mobile phone 30 passes the information to the image information conversion unit 403, and the image information conversion unit 403 receives the character information from the image information. Convert to. As a method for converting character information from image information, a difference between a color code used in the background and a color code used in character display is detected. For example, when the system error code is displayed in white characters on a blue background, the color code of the blue background portion is “# 0000FF” and the color code of the white character portion of the system error code is “#FFFFFF”. This difference is read (step A7).

  The character information analysis unit 404 of the failure recovery procedure server 40 analyzes the character information converted in step A7 (step A8).

  Based on the detected system error code, the character information analysis unit 404 of the failure recovery procedure server 40 associates, for example, a computer model number, an error code, a failure content, and the like in the error code database 405 with reference to FIG. A predetermined table is searched to determine whether or not it matches the error code registered in the database (step A9).

  If they match (step A9, Yes), the failure content information registered in association with the error code is acquired. On the other hand, if they do not match (step A9, No), a predetermined error process is executed and the process ends.

  Next, the character information analysis unit 404 of the failure recovery procedure server 40 associates the failure content and the failure recovery procedure as shown in FIG. 5 in the failure recovery procedure database 406 based on the acquired failure content information. A predetermined table is searched to determine whether or not the content matches the failure content registered in the database (step A10).

  If they match (step A10, Yes), the failure recovery procedure information registered in association with the failure content is acquired. On the other hand, if they do not match (step A10, No), a predetermined error process is executed and the process is terminated.

  The specified failure content and / or failure recovery procedure information is transmitted to the mobile phone 30 via the network 100 (step A11).

  When the cellular phone 30 receives the failure content and / or failure recovery procedure information, the mobile phone 30 displays the information on a predetermined display unit (step A12), and the maintenance person refers to the display to restore the failure of the user computer 10. Perform the work.

  Next, the configuration of another embodiment of the present invention will be described with reference to the drawings.

  Referring to FIG. 7, the computer maintenance support system according to the present embodiment includes a user computer 10, a mobile phone 30, and a failure recovery procedure server 40. The mobile phone 30 and the failure recovery procedure server 40 are connected to a network. 100 is connected.

  The one embodiment is the same as that of the above embodiment except that the digital camera 20 does not exist. The mobile phone 30 is provided with a function of taking an image that plays the same role as the above digital camera.

  Next, with reference to FIG. 8, the flow of processing for notifying the user computer that is the maintenance target of the failure content or the failure recovery procedure from the image information in the present embodiment will be described in detail.

  First, a failure that prevents connection to the network, such as displaying only the system error code, does not start up to the OS on the user computer 10 (step B1).

  Next, the cellular phone 30 captures image information such as a system error code displayed on the display unit of the user computer 10 (step B2).

  The cellular phone 30 is connected to the failure recovery procedure server 40 via the network 100 (step B3). Since the following processing flow is the same as that of the above-described one embodiment, description thereof is omitted.

  According to the other embodiments described above, since shooting and communication can be performed only with the mobile phone, the procedure can be easily performed, and the convenience for the user is improved.

  Each of the above-described embodiments is a preferred embodiment of the present invention, and various modifications can be made without departing from the scope of the present invention. For example, the processing for realizing the functions of this system is performed by causing each device to read and execute programs for realizing the functions of the digital camera 20, the mobile phone 30, and the failure recovery procedure server 40 in the above embodiment. May be. Further, the program is transmitted to another computer system by a transmission wave through a CD-ROM or magneto-optical disk as a computer-readable recording medium, or through the Internet or a telephone line as a transmission medium. Also good.

  In the above embodiment, the system configuration in which the digital camera 20, the mobile phone 30, and the failure recovery procedure server 40 are connected as separate devices has been described. However, the configuration in which each function is realized as one computer system, Of course, the present invention can be applied to a configuration in which a plurality of server devices and the like are added for each function.

It is a figure which shows schematic structure of the computer maintenance assistance system in one embodiment of this invention. It is a figure which shows the structure of a failure recovery procedure server. It is a flowchart which shows the processing operation which issues an alarm to the user who has passed the document deadline. It is a figure which shows the structure of the table of an error code database. It is a figure which shows the structure of the table of a failure recovery procedure database. It is a flowchart which shows the processing operation which notifies a user computer of the content of a failure or a failure recovery procedure from image information. It is a figure which shows schematic structure of the computer maintenance assistance system in other embodiment of this invention. It is a flowchart which shows the processing operation which notifies a user computer of the content of a failure or a failure recovery procedure from image information.

Explanation of symbols

10 User Computer 20 Digital Camera 30 Mobile Phone 40 Fault Recovery Procedure Server 100 Network

Claims (14)

A computer maintenance support system including a mobile communication terminal connected via a network and a server,
The mobile communication terminal used by maintenance personnel who intend to perform maintenance work, captures image information in a state where a failure has occurred according to the operation of the maintenance personnel, and transmits the image information to the server,
Receive and display failure content information identified from the server,
The server
An error code database in which computer identification information, error codes, and failure details are associated;
Image information conversion means for converting the image information into character information using a color code ;
Character information analysis means for searching the error code database based on a system error code extracted from the converted character information and acquiring failure content information registered in association with the error code;
A computer maintenance support system comprising transmission / reception control means for transmitting the specified failure content information to the mobile communication terminal via a network. The mobile communication terminal receives and displays failure content information and / or failure recovery procedure information specified from the server,
The server
A failure recovery procedure database in which the failure content and the failure recovery procedure are associated,
The character information analyzing means for searching the failure recovery procedure database based on the acquired failure content information and acquiring the failure recovery procedure information registered in association with the failure content;
2. The computer maintenance support system according to claim 1, further comprising transmission / reception control means for transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via a network. A computer maintenance support system including an imaging device, a mobile communication terminal, and a server connected to the mobile communication terminal via a network,
The imaging device used by maintenance personnel who intend to perform maintenance work captures image information in a state where a failure has occurred in accordance with the operation of the maintenance personnel,
The mobile communication terminal acquires the image information from the imaging device, transmits the image information to the server,
Receive and display failure content information identified from the server,
The server
An error code database in which computer identification information, error codes, and failure details are associated;
Image information conversion means for converting the image information into character information using a color code ;
Character information analysis means for searching the error code database based on a system error code extracted from the converted character information and acquiring failure content information registered in association with the error code;
A computer maintenance support system comprising transmission / reception control means for transmitting the specified failure content information to the mobile communication terminal via a network. The mobile communication terminal receives and displays failure content information and / or failure recovery procedure information specified from the server,
The server
A failure recovery procedure database in which the failure content and the failure recovery procedure are associated,
The character information analyzing means for searching the failure recovery procedure database based on the acquired failure content information and acquiring the failure recovery procedure information registered in association with the failure content;
4. The computer maintenance support system according to claim 3, further comprising transmission / reception control means for transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via a network. A computer communication support method using a mobile communication terminal connected via a network and a server,
The mobile communication terminal used by a maintenance worker who intends to perform maintenance work has a step of capturing image information in a state where a failure has occurred in accordance with the operation of the maintenance worker and transmitting the image information to the server.
The server
A step of converting from the image information into character information using a color code by an image information conversion means;
Based on the system error code extracted from the converted character information, the character information analysis means searches the error code database in which the identification information of the computer, the error code, and the failure content are associated with each other and corresponds to the error code. A step of acquiring failure content information attached and registered;
The transmission / reception control means includes a step of transmitting the specified failure content information to the mobile communication terminal via a network,
The mobile communication terminal further comprises a step of receiving and displaying the failure content information specified from the server, and the computer maintenance support method. The mobile communication terminal has a step of receiving and displaying failure content information and / or failure recovery procedure information specified from the server,
The server
Failure recovery registered in association with the failure content by searching the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means Obtaining step information;
6. The computer maintenance support method according to claim 5, further comprising the step of transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via a network by transmission / reception control means. A computer maintenance support method using an imaging device, a mobile communication terminal, and a server connected to the mobile communication terminal via a network,
The imaging device used by a maintenance worker who intends to perform maintenance work has a step of shooting image information in a state where a failure has occurred according to the operation of the maintenance worker,
The mobile communication terminal has a step of acquiring the image information from the imaging device and transmitting the image information to the server.
The server
A step of converting from the image information into character information using a color code by an image information conversion means;
Based on the system error code extracted from the converted character information, the character information analysis means searches the error code database in which the identification information of the computer, the error code, and the failure content are associated with each other and corresponds to the error code. A step of acquiring failure content information attached and registered;
The transmission / reception control means includes a step of transmitting the specified failure content information to the mobile communication terminal via a network,
The mobile communication terminal further comprises a step of receiving and displaying the failure content information specified from the server, and the computer maintenance support method. The mobile communication terminal has a step of receiving and displaying failure content information and / or failure recovery procedure information specified from the server,
The server
Failure recovery registered in association with the failure content by searching the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means Obtaining step information;
8. The computer maintenance support method according to claim 7, further comprising the step of transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via a network by transmission / reception control means. An error code database in which computer identification information, error codes, and failure details are associated;
Image information conversion means for converting image information in a state where a failure has occurred into character information using a color code ;
Character information analysis means for searching the error code database based on a system error code extracted from the converted character information and acquiring failure content information registered in association with the error code;
A maintenance support apparatus comprising a transmission / reception control means for outputting specified failure content information. A failure recovery procedure database in which the failure content and the failure recovery procedure are associated,
The character information analyzing means for searching the failure recovery procedure database based on the acquired failure content information and acquiring the failure recovery procedure information registered in association with the failure content;
10. The maintenance support apparatus according to claim 9, further comprising transmission / reception control means for outputting the specified failure content information and / or failure recovery procedure information. In a mobile communication terminal used by a maintenance worker who intends to perform maintenance work, image information in a state where a failure has occurred in accordance with the operation of the maintenance worker is executed, and a step of transmitting to the server is executed.
On the server,
A step of converting from the image information into character information using a color code by an image information conversion means;
Based on the system error code extracted from the converted character information, the character information analysis means searches the error code database in which the identification information of the computer, the error code, and the failure content are associated with each other and corresponds to the error code. A step of acquiring failure content information attached and registered;
The step of transmitting the specified failure content information to the mobile communication terminal via the network by the transmission / reception control means,
A program for causing the mobile communication terminal to further execute a step of receiving and displaying failure content information specified from the server. Causing the mobile communication terminal to receive and display failure content information and / or failure recovery procedure information identified from the server;
To the server,
Failure recovery registered in association with the failure content by searching the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means Obtaining step information;
12. The program according to claim 11, further comprising the step of transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via the network by the transmission / reception control means. Causing the imaging device used by the maintenance personnel who intend to perform maintenance work to execute a step of capturing image information in a state where a failure has occurred according to the operation of the maintenance personnel;
Causing the mobile communication terminal to execute the step of acquiring the image information from the imaging device and transmitting it to the server;
On the server,
A step of converting from the image information into character information using a color code by an image information conversion means;
Based on the system error code extracted from the converted character information, the character information analysis means searches the error code database in which the identification information of the computer, the error code, and the failure content are associated with each other and corresponds to the error code. A step of acquiring failure content information attached and registered;
The transmission / reception control means transmits the identified failure content information to the mobile communication terminal via the network,
The mobile communication terminal further executes a step of receiving and displaying failure content information specified from the server. Causing the mobile communication terminal to execute a step of receiving and displaying the failure content information and / or failure recovery procedure information identified from the server;
To the server,
Failure recovery registered in association with the failure content by searching the failure recovery procedure database in which the failure content and the failure recovery procedure are associated with each other based on the acquired failure content information by the character information analysis means Obtaining step information;
14. The program according to claim 13, wherein the transmission / reception control means causes a step of transmitting the specified failure content information and / or failure recovery procedure information to the mobile communication terminal via a network.

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