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Multifunction Device onboard problem reporting and status mechanism

IP.com Disclosure Number: IPCOM000238650D
Publication Date: 2014-Sep-09
Document File: 2 page(s) / 46K

Publishing Venue

The IP.com Prior Art Database

Abstract

Multifunction Device’s (MFD’s) are well known devices that print, scan, fax, and perform other functions. These devices are well connected to communication networks such as Ethernet and/or the internet. They also usually have a robust touch screen user interface (UI). This idea proposes to add a feature to an MFD that would allow a user to report a problem that requires human intervention and that could not be detected automatically by the device. Optionally the device could upload samples of documents that would help to diagnose the problem. In addition to the reporting feature, the user interface of the device could be used to communicate to the users of the device about the status of the problem resolution.

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Multifunction Device onboard problem reporting and status mechanism

Multifunction Device’s (MFD’s) are well known devices that print, scan, fax, and perform other functions.  These devices are well connected to communication networks such as Ethernet and/or the internet.  They also usually have a robust touch screen user interface (UI).  This idea proposes to add a feature to an MFD that would allow a user to report a problem that requires human intervention and that could not be detected automatically by the device. Optionally the device could upload samples of documents that would help to diagnose the problem. In addition to the reporting feature, the user interface of the device could be used to communicate to the users of the device about the status of the problem resolution.

When an MFD has a “problem” that needs to be reported to the Managed Print Services provider, the current method is for a user to call a phone number to report it.  The proposal is that it would be easier to report it via the User Interface (UI) but no current implementation allows this functionality.  The idea also allows for reporting of the status of the problem resolution via the UI of the MFD.

MFD’s can detect numerous “problem” scenarios requiring an attendant or Customer Service Representative to come on site to address the problem.  All of these existing scenarios are detectable by the machine itself and reported to the Managed Print Services organization via the network (or phone line).  Some problems are detected by the machine and other problems are observed or reported via SNMP or other network alert methods.  Examples of such problems are: 1) out of paper 2) out of toner 3) other faults.

In the case where the machine could not possibly detect the problem (for example an image quality problem related to cleaning etc.) and awareness of the problem is via a human being observing an output print, the current method to request help is via a phone call.  This idea suggests an improved method.

The MFD’s UI should have a feature for a user to report a prob...