Support system and method for error recovery in an electronic device

摘要

An electronic device displaying an error recovery process includes an input unit, a display unit, a meta data transmitting unit, and a display control unit. The input unit accepts an operation of a user. The display unit displays an operation screen for the user. The meta data transmitting unit transmits screen image data on the display unit, user operation information input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from a support service terminal apparatus, to the support service terminal apparatus as meta data. The display control unit displays an error recovery process on the display unit on the basis of user support data transmitted from the support service terminal apparatus in response to the transmitted meta data.

主权项

1. A support service system displaying an error recovery process, the support service system comprising:
an electronic device; and a support service terminal apparatus, wherein the electronic device includes
an input unit configured to accept an operation of a user;a first display unit configured to display an operation screen for the user;a meta data transmitting unit configured to transmit screen image data on the first display unit, user operation information including a button ID corresponding to a button pressed by the user input via the input unit, and state information about the electronic device, which are collected upon reception of a meta data acquisition command from the support service terminal apparatus, to the support service terminal apparatus as meta data; anda display control unit configured to display an error recovery process on the first display unit on the basis of user support data transmitted from the support service terminal apparatus, and wherein the support service terminal apparatus includes
a meta data analyzing unit configured to analyze the meta data transmitted from the electronic device in response to the meta data acquisition command;a second display unit configured to display an image of the screen image data including the button pressed by the user, on the basis of a result of the analysis of the meta data by the meta data analyzing unit; anda remote control unit configured to transmit the meta data acquisition command to the electronic device and to transmit the user support data selected on the basis of the result of the analysis of the meta data by the meta data analyzing unit to the electronic device,wherein color or luminance of the button pressed by the user is varied in the image displayed on the second display unit.