Facsimile and static presentation processing – Static presentation processing – Communication
Reexamination Certificate
2006-12-12
2006-12-12
Coles, Edward (Department: 2625)
Facsimile and static presentation processing
Static presentation processing
Communication
C358S001140, C399S008000
Reexamination Certificate
active
07148979
ABSTRACT:
Disclosed is a system through which the nature of a problem in an apparatus is analyzed and the appropriate countermeasures displayed automatically by a computer that is capable of responding to an inquiry in the proper manner, thereby making it possible to determine the cause of the problem accurately and to deal with the problem quickly in round-the-clock support. A printer includes a controller having an internal store of information concerning sites to which inquiries regarding printer problems may be directed. A service depot computer is queried with regard to printer problems requiring maintenance by a serviceman. In a case where, depending upon the measures taken by the customer, it is possible for the customer to solve the problem himself without the assistance of a serviceman, a customer support computer is queried in regard to the nature of the problem. A message concerning countermeasures is received from the service depot computer or customer support computer and is displayed on a host computer. In a case where the problem can be dealt with through a simple operation, the host computer itself analyzes the nature of the problem and displays the countermeasures.
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European Search Report dated Jul. 28, 2004, issued in corresponding European Application No. 00 30 0309.
Canon Kabushiki Kaisha
Coles Edward
Fitzpatrick ,Cella, Harper & Scinto
Pham Thierry L.
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