Information processing system, image forming apparatus, control methods thereof, and storage medium

An image forming apparatus communicable with an information processing apparatus via a relay server, comprising:

• a memory device that stores a set of instructions;
• and
• at least one first processor that executes the instructions to:
• upon accepting a first operation of performing a predetermined operation for a hardware key provided in the image forming apparatus, display preferentially, on an operation unit and instead of a displayed normal screen on which operation is restricted due to occurrence of an error, a remote support start screen, wherein the remote support start screen including a start button for performing a remote support start instruction;
• and
• upon accepting the remote support start instruction by a user operating the start button, control to obtain identification information for connecting the information processing apparatus from the relay server and display the obtained identification information on the operation unit.

A control method of an information processing system including an image forming apparatus, an information processing apparatus, and a relay server, the method comprising:

• in the image forming apparatus,
• upon accepting a first operation of performing a predetermined operation for a hardware key provided in the image forming apparatus, displaying preferentially, on an operation unit and instead of a displayed normal screen on which operation is restricted due to occurrence of an error, a remote support start screen, wherein the remote support start screen including a start button for performing a remote support start instruction;
• and
• upon accepting a remote support start instruction by a user operating the start button, obtaining identification information for connecting the information processing apparatus from the relay server and displaying the obtained identification information on the operation unit, and
• in the information processing apparatus,
• accepting the identification information by accepting an operation of an operator who uses the information processing apparatus;
• connecting to the image forming apparatus via the relay server using the accepted identification information;
• and
• upon connecting to the image forming apparatus, activating a client application of the remote support to start the remote support.