Relay server, method of controlling the same, communication system and storage medium

Patent metadata

Field	Value
Publication number	US-2017310832-A1
Application number	US-201715492086-A
Country	US
Kind code	A1
Filing date	Apr 20, 2017
Priority date	Apr 25, 2016
Publication date	Oct 26, 2017
Grant date	—

Abstract

A relay server associates an account of an MFP (image processing apparatus) and an account of an operator PC (information processing apparatus) in a case where remote support for the MFP by the operator PC is started by using a support room assigned to the MFP. In a case where an extension of the remote support is requested from the operator PC after a reconnection by the MFP is performed, the relay server identifies a support room newly assigned, due to the reconnection, to the MFP 101 that is the target of the remote support, based on the account of the MFP associated with the account of the operator PC. The relay server transmits to the operator PC a support room ID corresponding to the identified support room.

First claim

What is claimed is:

1 . A relay server that relays communication between at least one image processing apparatus and at least one information processing apparatus that performs remote support for the image processing apparatus, comprising:
a memory device that stores a set of instructions; and at least one processor that executes the instructions to: manage a plurality of memory regions on the relay server each of which is used for a relay of communication for the remote support between an image processing apparatus and an information processing apparatus; assign, for each connection being made from the image processing apparatus, one of the plurality of memory regions to the image processing apparatus as a memory region to be used for undergoing the remote support; associate identification information of the image processing apparatus with identification information of the information processing apparatus in a case where the remote support for the image processing apparatus is started by the information processing apparatus; and in a case where an extension of the remote support is requested from the information processing apparatus after a reconnection by the image processing apparatus is performed, identify a memory region newly assigned, in accordance with the reconnection, to the image processing apparatus that is a target of the remote support, based on the identification information of the image processing apparatus associated with the identification information of the information processing apparatus, and transmit information for using the identified memory region to the information processing apparatus.

2 . The relay server according to claim 1 , further comprising:
a storage unit that stores management information that includes identification information of an apparatus currently using each of the plurality of the memory regions, wherein the at least one processor executes instructions in the memory to: in a case where the extension of the remote support is requested from the information processing apparatus after a reconnection by the image processing apparatus is performed, identify the memory region that the image processing apparatus is using, by searching in the management information for the identification information of the image processing apparatus associated with the identification information of the information processing apparatus.

3 . The relay server according to claim 1 ,
wherein the at least one processor executes instructions in the memory to: newly assign a memory region that is not used for the remote support from among the plurality of memory regions to the image processing apparatus, in a case where a disconnection of the connection with the image processing apparatus and the reconnection is made due to a restart of the image processing apparatus.

4 . The relay server according to claim 1 ,
wherein the at least one processor executes instructions in the memory to: transmit a code indicating the memory region to be used to the image processing apparatus for each connection being made from the image processing apparatus; transmit to the information processing apparatus information for using the memory region that the code indicates, in a case where a start of the remote support is requested by the information processing apparatus by using the code conveyed to an operator of the information processing apparatus from a user of the image processing apparatus; and perform an identification of a memory region based on the identification information of the image processing apparatus associated with the identification information of the information processing apparatus without requiring a code indicating the newly assigned memory region in a case where the extension of the remote support is requested from the information processing apparatus.

5 . The relay server according to claim 1 ,
wherein the at least one processor executes instructions in the memory to: release the association between the identification information of the image processing apparatus and the identification information of the information processing apparatus in a case where the connection between the information processing apparatus and the relay server and the connection between the image processing apparatus and the relay server are both disconnected.

6 . The relay server according to claim 1 ,
wherein the at least one processor executes instructions in the memory to: in a case where the remote support is started, relay communication for the remote support between the image processing apparatus and the information processing apparatus via the memory region being used by the information processing apparatus and the image processing apparatus.

7 . The relay server according to claim 1 ,
wherein the at least one processor executes instructions in the memory to: relay data transmitted/received for the remote support between the information processing apparatus and the image processing apparatus via a data buffer corresponding to the memory region being used by the information processing apparatus and the image processing apparatus.

8 . The relay server according to claim 1 , wherein
the memory region is a support room that is a virtual space on the relay server.

9 . A relay server that relays communication between at least one image processing apparatus and at least one information processing apparatus that performs remote support for the image processing apparatus, comprising:
a memory device that stores a set of instructions; and at least one processor that executes the instructions to: manage a plurality of memory regions each of which is used for a relay of communication for the remote support between an image processing apparatus and an information processing apparatus; assign, for each connection being made from the image processing apparatus, one of the plurality of memory regions to the image processing apparatus as a memory region to be used for undergoing the remote support; associate identification information of the image processing apparatus with identification information of the information processing apparatus in a case where the remote support for the image processing apparatus is started by the information processing apparatus; and in a case where a reconnection by the image processing apparatus is performed, identify a memory region that the image processing apparatus was using prior to the reconnection, based on the identification information of the information processing apparatus associated with the identification information of the image processing apparatus, and assign the identified memory region to the image processing apparatus; and in a case where an extension of the remote support is requested from the information processing apparatus after the reconnection by the image processing apparatus is performed, transmit information for using the identified memory region to the information processing apparatus.

10 . A communication system comprising:
a relay server, at least one image processing apparatus, and at least one information processing apparatus that performs remote support for the image processing apparatus by communicating with the image processing apparatus via the relay server, wherein the relay server comprises: a memory device that stores a set of instructions; and at least one processor that executes the instructions to: manage a plurality of memory regions on the relay server each of which is used for a relay of communication for the remote support between an image processing apparatus and an information processing apparatus; assign, for each connection being made from the image processing apparatus, one of the plurality of

Assignees

• Canon Kk

Inventors

• Fukushima Kenta

Classifications

• H04N1/00244

  with a server, e.g. an internet server (fax-servers or the like for store and forward H04N1/324) · CPC title

• H04N2201/0094

  Multifunctional device, i.e. a device capable of all of reading, reproducing, copying, facsimile transception, file transception · CPC title

• H04N1/00408

  Display of information to the user, e.g. menus · CPC title

• G06F3/121

  Facilitating exception or error detection and recovery, e.g. fault, media or consumables depleted · CPC title

• G06F3/1236

  Connection management · CPC title