# US 10,313,535 B2 · Remote support apparatus, electronic apparatus, remote support method, and storage medium > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,313,535 B2 - Document ID: US10313535B2 - Status: Granted - Kind: B2 - Application number: 15/851,290 - Filed: 2017-12-21 - Published: 2018-04-26 - Granted: 2019-06-04 - Earliest claimed: 2013-08-21 - Assignees: Canon Kabushiki Kaisha - Applicants: Canon Kabushiki Kaisha - Inventors: Kenta Fukushima - Web page: https://patentgrep.com/patent/US10313535B2 ## CPC - H04N 1/00061: {using a remote apparatus (H04N1/00066 takes precedence)} - G06F 11/0733: {in a data processing system embedded in an image processing device, e.g. printer, facsimile, scanner} - G06F 11/0784: {Routing of error reports, e.g. with a specific transmission path or data flow} - H04N 1/00015: {Reproducing apparatus} - H04N 1/00053: {out of service, i.e. outside of normal operation} - H04N 1/00076: {locally} - H04N 1/00079: {remotely} - H04N 1/00084: {Recovery or repair, e.g. self-repair} - H04N 2201/0003: Method used - H04N 2201/0094: Multifunctional device, i.e. a device capable of all of reading, reproducing, copying, facsimile transception, file transception - H04N: PICTORIAL COMMUNICATION, e.g. TELEVISION - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) ## Abstract An image forming apparatus including a plurality of processing units capable of performing different support processing for a user asking for support, and a remote support apparatus operated by an operator are connected via a communication path. The remote support apparatus transmits to the image forming apparatus a request to perform the support using the selected processing unit, or a request to switch the processing unit to a selected specific processing unit and a request to perform the support. The image forming apparatus allows the processing unit which follows the request to perform the support, to perform the support, and switches the processing unit according to the request to switch the processing unit to allow the switched processing unit to perform the support. Further, the image forming apparatus returns a result which should be returned, among results of the performed support, to the remote support apparatus. ## Claims ### Claim 1 A system comprising: a supporting apparatus; a relay server; and a printing apparatus, the supporting apparatus comprising: a first memory device that stores a set of instructions; and at least one processor that executes the set of instructions stored in the first memory device to: receive a selection of one support type from among a plurality of support types of the printing apparatus including at least a first support type and a second support type, wherein the first support type indicates a remote operation of the printing apparatus, and the second support type indicates a displaying of a maintenance moving image; and transmit, to the relay server, information indicating the support type of which selection is received, the printing apparatus comprising: a second memory device that stores a set of instructions; and at least one processor that executes the set of instructions stored in the second memory device to: get, from the relay server, the information indicating the support type; display a maintenance moving image on an operation panel of the printing apparatus in a case where the got support type is the second support type indicating the displaying of a maintenance moving image, the displayed maintenance moving image being got from the relay server; and transmit, to the relay server, an image displayed on the operation panel of the printing apparatus in a case where the got support type is the first support type indicating the remote operation of the printing apparatus. ### Claim 2 (depends on 1) The system according to claim 1, wherein the at least one processor of the supporting apparatus executes the set of instructions stored in the first memory device to: transmit, to the relay server, the information indicating the support type, by transmitting a POST request of Hypertext Transfer Protocol (HTTP) to a memory resource of the relay server identified by a support communication Uniform Resource Identifier (URI), and the at least one processor of the printing apparatus executes the set of instructions stored in the second memory device to: get, from the relay server, the information indicating the support type, by transmitting a GET request of HTTP to the memory resource of the relay server identified by the support communication URI; and transmit, to the relay server, the image displayed on the operation panel, by transmitting a POST request of HTTP to the memory resource of the relay server identified by the support communication URI. ### Claim 3 (depends on 1) The system according to claim 1, wherein the at least one processor of the supporting apparatus executes the set of instructions stored in the first memory device to: get, from the relay server, the image displayed on the operation panel of the printing apparatus; and transmit, to the printing apparatus, a command instructing a designation of a specific position of a coordinate system on the operation panel in a case where the transmitted support type is the first support type indicating the remote operation of the printing apparatus, and wherein a state of the operation panel of the printing apparatus being operated according to a remote operation command transmitted from the supporting apparatus to the printing apparatus via the relay server is displayed on the supporting apparatus. ### Claim 4 (depends on 1) The system according to claim 1, wherein the at least one processor of the printing apparatus executes the set of instructions stored in the second memory device to: transmit, to the relay server, video data formed by shooting a portion of the printing apparatus with use of a camera in a case where the got support type is support of an operation with use of a camera. ### Claim 5 (depends on 1) The system according to claim 1, wherein the at least one processor of the supporting apparatus executes the set of instructions stored in the first memory device to: transmit, to the relay server, information indicating switching of a support type, and the at least one processor of the printing apparatus executes the set of instructions stored in the second memory device to: get, from the relay server, the information indicating a support type to which a support type is switched. ### Claim 6 A supporting apparatus configured to communicate with a printing apparatus via a relay server, the supporting apparatus comprising: a memory device that stores a set of instructions; and at least one processor that executes the set of instructions stored in the memory device to: receive a selection of one support type from among a plurality of support types of the printing apparatus including at least a first support type and a second support type, wherein the first support type indicates a remote operation of the printing apparatus, and the second support type indicates a displaying of a maintenance moving image; transmit, to the relay server, information indicating the support type of which selection is received, the transmitted information being got by the printing apparatus from the relay server; transmit, to the relay sever, a maintenance moving image which is to be displayed on an operation panel of the printing apparatus in a case where the transmitted support type is the second support type indicating the displaying of a maintenance moving image, the transmitted maintenance moving image being got by the printing apparatus from the relay server; and get, from a relay server, an image displayed on the operation panel of the printing apparatus in a case where the transmitted support type is the first support type indicating the remote operation of the printing apparatus, the image displayed on the operation panel being transmitted by the printing apparatus to the relay server. ### Claim 7 (depends on 6) The supporting apparatus according to claim 6, wherein the at least one processor executes the set of instructions to: transmit, to the relay server, the information indicating the support type, by transmitting a POST request of Hypertext Transfer Protocol (HTTP) to a memory resource of the relay server identified by a support communication Uniform Resource Identifier (URI). ### Claim 8 (depends on 6) The supporting apparatus according to claim 6, wherein the at least one processor executes the set of instructions to: transmit, to the printing apparatus, a command instructing a designation of a specific position of a coordinate system on the operation panel in a case where the transmitted support type is the first support type indicating the remote operation of the printing apparatus, and wherein a state of the operation panel of the printing apparatus being operated according to a remote operation command transmitted from the supporting apparatus to the printing apparatus via the relay server is displayed on the supporting apparatus. ### Claim 9 (depends on 6) The supporting apparatus according to claim 6, wherein the at least one processor executes the set of instructions to: transmit, to the relay server, information indicating switching of a support type. ### Claim 10 A method for controlling a supporting apparatus comprising a memory device that stores a set of instructions and at least one processor, the method being executed by the at least one processor in accordance with the instructions and comprising processes of: receiving a selection of one support type from among a plurality of support types of a printing apparatus including at least a first support type and a second support type, wherein the first support type indicates a remote operation of the printing apparatus, and the second support type indicates a displaying of a maintenance moving image; transmitting, to a relay server, information indicating the support type of which selection is received, the transmitted information being got by the printing apparatus from the relay server; transmitting, to the relay sever, a maintenance moving image which is to be displayed on an operation panel of the printing apparatus in a case where the transmitted support type is the second support type indicating the displaying of a maintenance moving image, the transmitted maintenance moving image being got by the printing apparatus from the relay server; and getting, from a relay server, an image displayed on the operation panel of the printing apparatus in a case where the transmitted support type is the first support type indicating the remote operation of the printing apparatus, the image displayed on the operation panel being transmitted by the printing apparatus to the relay server. ### Claim 11 A non-transitory computer readable storage medium storing a program causing a computer comprising a storage unit that stores one or more applications to execute steps of: receiving a selection of one support type from among a plurality of support types of a printing apparatus including at least a first support type and a second support type, wherein the first support type indicates a remote operation of the printing apparatus, and the second support type indicates a displaying of a maintenance moving image; transmitting, to a relay server, information indicating the support type of which selection is received, the transmitted information being got by the printing apparatus from the relay server; transmitting, to the relay sever, a maintenance moving image which is to be displayed on an operation panel of the printing apparatus in a case where the transmitted support type is the second support type indicating the displaying of a maintenance moving image, the transmitted maintenance moving image being got by the printing apparatus from the relay server; and getting, from a relay server, an image displayed on the operation panel of the printing apparatus in a case where the transmitted support type is the first support type indicating the remote operation of the printing apparatus, the image displayed on the operation panel being transmitted by the printing apparatus to the relay server.