Method and system for remote management of print devices

A method of controlling a print device using an instruction corresponding to a command received from a remote location, comprising:

• transmitting, by a second server, a query directed to a first server, wherein the second server is prevented from receiving unauthorized communication from the first server by a firewall, a plurality of print devices are in communication with the second server without restriction by the firewall, and the query is to determine whether a command has been posted at the first server for one of the plurality of print devices;
• if the first server has a relevant command available:
• receiving, by the second server, a response to the query, wherein the response includes the relevant command,
• determining, by the second server, which of the plurality of print devices are relevant to the relevant command,
• sending, from the second server to each of the relevant print devices, a support instruction corresponding to the relevant command, wherein communication between the print device and the second server is not restricted by the firewall, and
• implementing, by the print device, the product support instruction by performing at least one of the following actions:
• rebooting the printing device;
• troubleshooting the printing device;
• and
• wherein the relevant command further includes a second product support instruction to be implemented by the second server, and the method further comprises:
• determining, by the second server, whether the relevant command is within a category for which execution of the command is permitted;
• and
• if the command satisfies the category, executing, by the second server, the command on the second server;
• and
• if the first server does not have a relevant command available, automatically repeating the transmitting until the first server has a relevant command available.

A method of controlling a resource using an instruction corresponding to a command received from a remote location, comprising:

• transmitting, by a second server, a query directed to a first server, wherein the second server is prevented from receiving unauthorized communication from the first server by a firewall, a plurality of resources are in communication with the second server without restriction by the firewall, and the query is to determine whether a command has been posted at the first server for one of the plurality of resources;
• if the first server has a relevant command available:
• receiving, by the second server, a response to the query, wherein the response includes the relevant command,
• determining, by the second server, which of the plurality of resources are relevant to the relevant command,
• sending, from the second server to each of the relevant resources, a product support instruction corresponding to the relevant command, wherein communication between the resource and the second server is not restricted by the firewall, and
• implementing, by the resource, the product support instruction,
• wherein the command further includes a second product support instruction to be implemented by the second server, and the method comprises implementing, by the second server, the second product support instruction so that a setting is changed on the second server;
• and
• if the first server does not have a relevant command available, automatically repeating the transmitting until the first server has a relevant command available.

A method of controlling a resource using an instruction corresponding to a command received from a remote location, comprising:

• transmitting, by a second server, a query directed to a first server, wherein the second server is prevented from receiving unauthorized communication from the first server by a firewall, a plurality of resources are in communication with the second server without restriction by the firewall, and the query is to determine whether a command has been posted at the first server for one of the plurality of resources;
• if the first server has a relevant command available:
• receiving, by the second server, a response to the query, wherein the response includes the relevant command,
• determining, by the second server, which of the plurality of resources are relevant to the relevant command,
• sending, from the second server to each of the relevant resources, a product support instruction corresponding to the relevant command, wherein communication between the resource and the second server is not restricted by the firewall, and
• implementing, by the resource, the product support instruction by performing at least one of the following actions:
• rebooting the resource;
• upgrading firmware in the resource;
• and
• troubleshooting the resource,
• wherein the command further includes a second product support instruction to be implemented by the second server, and the method further comprises:
• determining, by the second server, whether the relevant command is within a category for which execution of the command is permitted;
• and
• if the command satisfies the category, executing, by the second server, the command on the second server;
• and
• if the first server does not have a relevant command available, automatically repeating the transmitting until the first server has a relevant command available.