JP4309385B2 - Computer apparatus failure recovery support system and method - Google Patents

Description

  The present invention relates to a failure recovery support system for a computer device, and more particularly to a failure recovery support system using a mobile terminal device.

  When a failure occurs in a computer device used by a user, the failure information of the entire device is automatically collected, the failure information is transmitted to a predetermined report destination, and the failure is identified by analyzing the report destination. There is a disaster recovery system with the function to perform. However, this system is complicated and expensive, and is not suitable for personal users. In addition, this function cannot be used in the case of a failure in which the OS does not start up and is not connected to the network.

Therefore, the image information output from the computer device in which the failure occurred was transmitted to the server via the network using the mobile terminal device, and occurred by comparing the past abnormal image and normal image in the server. There is an apparatus for identifying a fault (Patent Document 1). However, the image information output from the computer device has a large amount of information, and there is a need to degrade the image when it is input to the mobile terminal device or transmitted to the server. In addition, the database of past abnormal images and normal images in the server has a large amount of information, the collation becomes complicated, and there is a possibility that the failure contents cannot be specified due to the collation mismatch.
JP 2003-162429 A

  An object of the present invention is to provide a failure recovery support system that converts image information output from a computer device having a failure into character information and simply supports failure recovery based on the character information.

  [Means for Solving the Problems] will be described below using the numbers and symbols used in [Best Mode for Carrying Out the Invention] in parentheses. This number / symbol is added to clarify the correspondence between the description of [Claims] and the description of the best mode for carrying out the invention. It should not be used for interpreting the technical scope of the invention described in [Scope].

  A failure recovery support system according to the present invention includes a portable terminal device (20) connected to a computer device (10) having a failure, and a failure recovery procedure server connected to the portable terminal device (20) via a network (100). (30). The mobile terminal device (20) acquires image information (VD) for displaying the state of the failure from the computer device (10), and from this image information (VD), a color code corresponding to the background color of the display, The color code corresponding to the character color is extracted, the difference between the two is analyzed, the character shape is read, the character information (CD) corresponding to the read character shape, and the user information (10) for identifying the computer device (10) UD) is transmitted to the failure recovery procedure server (30) via the network (100).

Here, the failure recovery procedure server (30) includes a failure recovery procedure document database (304) holding a failure content (NO) indicating the failure content and a failure recovery procedure document (RPO) indicating the failure recovery procedure. . The failure recovery procedure server (30) stores the failure content (NO) and the failure recovery procedure document (RPO) related to the character information (CD) and user identification information (UD) transmitted from the mobile terminal device (20). Extracted from the failure recovery procedure database (304) and transmitted to the mobile terminal device (20). The mobile terminal device (20) displays the failure content (NO) and the failure recovery procedure document (RPO) transmitted from the failure recovery procedure server (30).

  As described above, the fault recovery support system according to the present invention acquires the image information (VD) indicating the status of the fault from the faulty computer apparatus (10), thereby recovering the fault. The certificate (RPO) can be obtained by the portable terminal (20). For this reason, even when a failure occurs that makes it impossible for the computer device (10) to communicate with the external device, the failure content (NO) and the recovery procedure of the failure can be easily acquired and the recovery operation can be performed.

  On the other hand, the image information (VD) includes a color code for displaying a system error code (SEC) indicating the content of the failure of the computer apparatus (10). The failure recovery procedure server (30) further includes a system error code information database (303) that holds a system error code (SEC). The failure recovery procedure database (304) stores the failure content (NO) corresponding to the system error code (SEC) and user information (UD) and the failure recovery procedure (RPO) in association with each other. .

  When character information (CD) and user information (UD) are transmitted from the mobile terminal device (20), a system error code (SEC) based on the transmitted character information (CD) is obtained from the system error code information database (303). The failure content (NO) and the failure recovery procedure manual (RPO) related to the extracted system error code (SEC) and the transmitted user information (UD) are extracted from the failure recovery procedure database (304). The

  The failure recovery procedure server (30) further includes a character information analysis unit (302). The character information analysis unit (302) analyzes character information (CD) transmitted from the mobile terminal (20), and extracts analysis character information (ECD) that can be displayed as a character string from the character information (UD). . Then, the system error code is extracted based on the result of collating the system error code (SED) and the analysis character information (ECD) in the system error code database (303).

  The failure recovery procedure server (30) further includes a failure history storage unit (305). The history storage unit (305) includes the user information (UD) transmitted from the mobile terminal device (30), the date and time (ST) when the character information is received, and the failure content extracted from the failure recovery procedure document database (303). (NO) is associated and recorded as a failure history.

In this way, by recording the failure history, it is possible to grasp the failure frequency and failure tendency of the computer apparatus (10) that is the maintenance object, and use it for maintenance work.

  According to the failure recovery support system of the present invention, image information output from a computer device having a failure is converted into character information, the failure is analyzed based on the character information, and the failure recovery of the computer device is simply supported. can do.

  In addition, according to the present invention, it is possible to analyze a failure of a computer device that cannot be connected to a network and easily support the failure recovery of the computer device.

  Embodiments of a failure recovery support system according to the present invention will be described below with reference to the accompanying drawings.

  FIG. 1 is a configuration diagram of a failure recovery support system.

  As shown in FIG. 1, the failure recovery support system according to the present invention is connected to a mobile terminal device 20 connected to a computer device 10 used by a user via a network 100 such as the Internet or an intranet. The server 30 is configured.

  The portable terminal device 20 and the failure recovery procedure server 30 of the failure recovery system are owned by a maintenance center that performs maintenance management work of the computer device 10, and when a failure occurs in the computer device 10, the maintenance staff who receives the user's request is Then, the mobile terminal device 20 is operated to acquire the failure content NO indicating the failure content of the computer device 10 and the failure recovery procedure manual RPO indicating the failure recovery procedure from the failure recovery procedure server 30, and perform the recovery operation. At this time, the maintenance staff may be a user.

  As shown in FIG. 2, the computer device 10 used by the user includes a control unit 101 and a display unit 102.

  The control unit 101 is an arithmetic part of the computer device 10 and outputs the image information VD from the image output terminal 101C to an external device.

  The display unit 102 is a display device having a display screen such as a CRT or LCD, and includes an image input terminal 102C that is connected to the image output terminal 101C of the control unit 101 and receives image information VD. The display unit 102 displays an image based on the image information VD input from the control unit 101 via the image input terminal 102C. Here, the image information VD includes dot position information displayed on the display unit 102 and a color code representing a color.

  The mobile terminal device 20 is a device such as a mobile phone or a PDA that has an image display function and a character input function and can be connected to the network 100 such as the Internet or an intranet.

  As shown in FIG. 3, the configuration includes an image information input terminal 201 for inputting image information VD from the computer device 10, an image information conversion unit 202 for converting the image information VD into character information CD, and a network 100. The character information and user information transmitting unit 203 for transmitting the character information CD to the failure recovery procedure server 30 via the failure recovery procedure server 30, the failure recovery procedure document receiving unit 204 for receiving the failure content NO and the failure recovery procedure document RPO from the failure recovery procedure server 30, The display unit 205 displays the image information VD or the received failure content NO and failure recovery procedure manual RPO.

  The image information input terminal 201 is connected to the image output terminal 101 </ b> C of the computer apparatus 10 and receives image information VD from the computer apparatus 10. At this time, the image information input terminal 201 is equipped with a conversion connector that can be connected to various types of connectors.

  The image information conversion unit 202 converts the input image information VD into character information CD. The image information conversion unit 202 extracts the color code and position information corresponding to the background color of display and the color code and position information corresponding to the character color from the image information VD, analyzes the difference, and analyzes the character shape. Is read and converted to character code. The image information conversion unit 202 outputs a character code group obtained from all character images included in the image information VD as character information CD.

  The character information and user information transmission unit 203 transmits the converted character information CD, user information UD input by the maintenance staff, and transmission date and time ST to the failure recovery procedure server 30 via the network 100. The user information input by the maintenance personnel is the user name UN, the user code UC, and the computer device name EN of the computer device 10.

  The failure recovery procedure document receiving unit 204 receives the failure content NO and the failure recovery procedure document RPO from the failure recovery procedure server 30 via the network 100, and the received failure content NO and failure recovery procedure document RPO are displayed on the display unit 205. Is output.

  The failure recovery procedure server 30 is based on the character information CD and user information UD transmitted from the mobile terminal device 20 via the network 100, and details of the failure that has occurred in the computer device 10 and the procedure for recovering the failure. Is specified, and the specified failure content NO and failure recovery procedure manual RPO are transmitted to the mobile terminal device 20.

  As shown in FIG. 4, the configuration includes character information and user information receiving unit 301, character information analyzing unit 302, system error code information database 303, failure recovery procedure document database 304, failure history storage unit 305, The maintenance staff information database 306, a failure content transmission unit 307, and a failure recovery procedure manual transmission unit 308 are configured.

  The character information and user information receiving unit 301 receives the character information CD, user information UD, and transmission date / time ST transmitted from the mobile terminal device 20 via the network 100.

  The character information analysis unit 302 analyzes the received character information CD, reads only the character code group necessary for extracting the system error code from the character information CD, and outputs it as the analyzed character information ECD.

The system error code information database 303 is a database that holds a system error code SEC corresponding to the expected failure content of the computer apparatus 10.
As shown in FIG. 5, the failure recovery procedure document database 304 is a database that holds a computer device name EN, a failure content NO, a system error code SEC corresponding to the failure content NO, and a failure recovery procedure document RPO.

  As illustrated in FIG. 6, the failure history storage unit 305 includes a user name UN, a user code UC, a computer device name EN that are user information UD received from the mobile terminal device 20, a transmission date and time ST, and a failure recovery procedure. The failure content NO extracted from the document database 304 and the maintenance staff information extracted from the maintenance staff information database are recorded in association with each other. The user name is the name of the user, the user code UC is a code for identifying the user, and the computer device name EN is the name of the computer device 10 used by the user. The transmission date and time ST is recorded as the date and time when the failure occurred.

  As shown in FIG. 7, the maintenance staff information database 306 is a database that holds the user code UC and maintenance staff information MD for identifying maintenance staff in association with each other. The maintenance worker information MD is a name and affiliation for identifying a maintenance worker in charge of maintenance work of the computer apparatus 10, an identification number of the maintenance worker, and the like.

The failure content transmission unit 307 transmits the failure content NO extracted from the failure recovery procedure document database 304 to the mobile terminal device 20 via the network 100.
The failure recovery procedure document transmission unit 308 transmits the failure recovery procedure document RPO extracted from the failure recovery procedure document database 304 to the mobile terminal device 20 via the network 100.

  Next, a first embodiment of the failure recovery support system will be described with reference to FIGS.

  When a failure that the OS (operation system) does not start or a failure that freezes the system occurs in the computer device 10 used by the user, the control unit 101 of the computer device 10 displays a system error code SEC indicating the content of the failure. Image information VD including information for display is output to the display unit 102, and an image including the system error code SEC is displayed on the display unit 102 (step S2).

  A maintenance person in charge of maintenance work of the computer device 10 uses the portable terminal device 20 that the computer device 10 has to recover from a failure of the computer device 10.

  The maintenance staff disconnects the image output terminal 101C of the computer device 10 from the image input terminal 102C of the display unit 102, and uses the conversion connector to connect the image output terminal 101C and the image information input terminal 201 of the portable terminal device 20. Connect (step S4).

  By connecting the image output terminal 101C and the image information input terminal 201, the image information VD is input from the computer device 10 to the portable terminal device 20 (step S6).

  The image information VD input to the portable terminal device 20 is displayed on the display unit 205 and is automatically converted into character information CD by the image information conversion unit 202 (step S8). For example, when image information VD for displaying a white system error code on a blue background is input, 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” Therefore, the character shape is read by analyzing the difference and each position information, and the character is identified by comparing with a reference character shape registered in a reference character shape database (not shown). Next, the character information VD including the character code of the character corresponding to the identified reference character shape is output.

  When the conversion to the character information CD is completed, the image information conversion unit 202 transmits a signal indicating the end of the conversion to the display unit 205, and the display unit 205 displays that the character information CD conversion has been completed. The maintenance staff checks on the display unit 205 the image information VD input from the computer device 10 and a display indicating that the image information VD has been converted into the character information CD. When the user information UD, that is, the user name UN, the user code UC, and the computer device name EN of the computer device 10 are input to the portable terminal device 20 (step S10), the character information CD and the user information UD are the character information and the user information. The data is transmitted from the transmission unit 203 to the failure recovery procedure server 30 via the network 100 using a standard Web browser. (Step S12).

  The character information of the failure recovery procedure server 30 and the character information CD received by the user information receiving unit 301 are analyzed by the character information analyzing unit 302, and only the character information necessary for extracting the system error code SEC is read out. Is output as analysis character information ECD (step S14). Here, the character information analysis unit 302 performs analysis such as deleting data that cannot be recognized as a character code in the character information CD and correcting the character information to a group of character codes that can be recognized as a series of character strings.

  The analysis character information ECD obtained from the character information analysis unit 302 is collated with a series of system error codes SEC held in the system error code information database 303, and an optimum system error code SEC is extracted (step S16). ). Here, the optimum system error code SET is a system error code SEC that matches or is similar to the analysis character information ECD (a character string that is equal to or greater than a predetermined threshold value).

  The extracted system error code SEC is associated with the computer device name EN in the user information UD received from the mobile terminal device 20 (step S18), and a series of failure contents NO stored in the failure recovery procedure document database 304 And the failure recovery procedure manual RPO are collated to extract the optimal failure content NO and failure recovery procedure manual RPO (step S20).

  In step S20, when the failure content NO and the failure recovery procedure manual RPO are extracted, the failure recovery procedure server 30 stores the failure history of the failure that has occurred in the computer device 10, the failure occurrence date and time, the maintenance personnel who handled the failure, and the like. Recording is performed (step S21). First, the maintenance staff information MD associated with the user information UD is extracted from the maintenance staff information database 306 holding the maintenance staff information MD for identifying the maintenance staff shown in FIG. Next, the user information UD of the computer apparatus 10 in which the failure has occurred, the transmission date and time ST when the user information UD and the character information CD are transmitted, the maintenance staff information MD, and the failure content NO extracted from the failure recovery procedure manual database Is recorded in the failure history storage unit 305 as a failure history. At this time, the transmission date / time ST is recorded as the failure occurrence date / time.

  The failure content NO and the failure recovery procedure manual RPO extracted in step S20 are transmitted from the failure content transmission unit 307 and the failure recovery procedure document transmission unit 308 to the mobile terminal device 20 via the network 100 (step S22).

  The failure content NO and the failure recovery procedure manual RPO received by the failure recovery procedure manual receiving unit 204 of the mobile terminal device 20 are displayed on the display unit 205 (step S24), and the maintenance staff computer apparatus according to the fault recovery procedure manual RPO. Ten failures are recovered (step S26).

  As described above, according to the failure recovery support system of the present invention, even a failure that cannot be connected to the network, such as displaying only a system error code without starting up the OS (operating system), is displayed on the computer device 10. The procedure can be obtained from the system error code, and the failure content can be grasped even if the system error code is not well understood. In addition, since there is no inquiry with the failure handling window, there is an effect that a transmission error caused when making an inquiry and a time until a failure recovery procedure is obtained are reduced. Furthermore, the maintenance center that manages the failure recovery procedure server 30 can grasp the failure frequency and failure tendency of the computer device 10 that is the maintenance target based on the failure history, and can use it as a resource for maintenance work.

  The embodiment of the present invention has been described in detail above, but the specific configuration is not limited to the above-described embodiment, and changes within a scope not departing from the gist of the present invention are included in the present invention. .

FIG. 1 is a block diagram of the present invention. FIG. 2 is a block diagram of the computer apparatus 10 of the present invention. FIG. 3 is a configuration diagram of the mobile terminal device 20 of the present invention. FIG. 4 is a configuration diagram of the failure recovery procedure server 30 of the present invention. FIG. 5 is a configuration diagram of the failure recovery procedure document database 304 of the present invention. FIG. 6 is a configuration diagram of the failure history storage unit 305 of the present invention. FIG. 7 is a configuration diagram of the maintenance staff information database 306 of the present invention. FIG. 8 is a flowchart of the first embodiment of the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10: Computer apparatus 20: Portable terminal device 30: Failure recovery procedure server 100: Network 101: Control part 101C: Image output terminal 102: Display part 102C: Image input terminal 201: Image information input terminal 202: Image information conversion part 203: Character information and user information transmission unit 204: Failure recovery procedure document reception unit 205: Display unit 301: Character information and user information reception unit 302: Character information analysis unit 303: System error code information database 304: Failure recovery procedure document database 305: Failure history storage unit 306: Maintenance personnel information database 307: Failure content transmission unit 308: Failure recovery procedure manual transmission unit VD: Image information CD: Character information ECD: Analysis character information SEC: System error code UD: User information UN: User name UC: User code E N: Computer device name ST: Transmission date and time MD: Maintenance staff information NO: Failure content RPO: Failure recovery procedure

Claims (8)

A mobile terminal device connected to a computer device having a fault;
A failure recovery procedure server connected to the mobile terminal device via a network,
The mobile terminal device acquires image information including dot position information for displaying a system error code indicating the content of the failure as an image from the computer device, and the dot color code , from the image information. character information extracted and color codes background color, the dot position information associated with each of the color codes of character colors, reads the character form by analyzing the extracted location information, corresponding to the character shape And user information for identifying the computer device is transmitted to the failure recovery procedure server via the network,
The failure recovery procedure server includes a failure recovery procedure database that holds a failure content indicating the failure content and a failure recovery procedure document indicating the failure recovery procedure,
The failure content and the failure recovery procedure manual related to the character information and the user identification information transmitted from the mobile terminal device are extracted from the failure recovery procedure database, and transmitted to the mobile terminal device.
The mobile terminal device displays the failure content and the failure recovery procedure document transmitted from the failure recovery procedure server. The failure recovery support system according to claim 1,
The failure recovery procedure server is
A system error code information database for storing system error codes;
In the failure recovery procedure document database, a failure content corresponding to a system error code and user information and a failure recovery procedure document are stored in association with each other,
A system error code based on the character information transmitted from the mobile terminal device is extracted from the system error code information database,
The failure recovery support system, wherein the failure content and the failure recovery procedure manual related to the extracted system error code and the transmitted user information are extracted from the failure recovery procedure database. In the failure recovery support system according to claim 1 or 2,
The failure recovery procedure server further includes a character information analysis unit,
The character information analysis unit analyzes the character information transmitted from the mobile terminal, extracts a series of character code groups from the character information,
A failure recovery support system that extracts a system error code based on a result of collating a system error code in the system error code database with the character code group. In the failure recovery support system according to any one of claims 1 to 3,
The failure recovery procedure server includes a failure history storage unit,
The history storage unit records the user information transmitted from the mobile terminal device, the date and time when the character information is received, and the failure content extracted from the failure recovery procedure database in association with each other. system. The mobile terminal device
Obtaining dot position information for displaying a system error code indicating the content of the failure as an image from a computer device having a failure, and image information including the color code of the dot ;
Extracting a color code background color from the image information, the positional information of the dots corresponding to each color code of character colors,
A step of reading the character shape by analyzing the extracted position information,
Transmitting character information corresponding to the character shape and user information for identifying the computer device to a failure recovery procedure server via a network;
The failure recovery procedure server extracts the failure content and the failure recovery procedure manual related to the character information and the user identification information transmitted from the mobile terminal device from a failure recovery procedure database, and the mobile terminal Transmitting to the device;
A failure recovery support method comprising: a step in which the mobile terminal device displays the failure content and the failure recovery procedure document transmitted from the failure recovery procedure server. The failure recovery support method according to claim 5,
The failure recovery procedure server extracts a system error code based on the character information transmitted from the mobile terminal device from a system error code information database;
A failure recovery support method, further comprising: extracting the failure content and the failure recovery procedure manual related to the extracted system error code and the transmitted user information from the failure recovery procedure database. In the failure recovery support method according to claim 5 or 6,
The failure recovery procedure server analyzes the character information transmitted from the mobile terminal, and extracts a series of character code groups from the character information;
A failure recovery support method, further comprising: comparing a system error code in the system error code database with the character code group to extract a system error code. The failure recovery support method according to any one of claims 5 to 7,
In the history storage unit, the failure recovery procedure server associates the user information transmitted from the mobile terminal device, the date and time when the character information was received, and the failure content extracted from the failure recovery procedure database. A failure recovery support method further comprising a step of recording.

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