This disclosure relates to the field of error reporting in a device’s user interface. In this disclosure it is
proposed to embed dynamically generated information to the System Error reported in the User Interface
(UI). This dynamically generated information will provide certain configurable parameters like the Part
Number and Serial Number of the device, the ID (identifier) of the session logs which will contain the issue,
timestamp of the occurrence, telemetry session when the issue occurred and any other sub‐system
specific information depending on the concrete system error. Then, a mechanism should be provided to
the user to capture this information from the printer UI. One possible implementation of this idea (but
not limited to) could be to encode all these parameters in a URL which later is converted to a QR code.
This way, any QR reader could univocally get all the information and then offer different options to the
user. In this case, the user just taking a picture of the error with a QR reader application, will be redirected
to the proper support web, already filled with that device/error data, to get help: information,
workaround, fixes, or an option to open a support ticket which would automatically include all the
required information as provided with the enhanced System Error information avoiding any human error
in the reporting of the required information. As any webpage, this allows to include as much information
and resources (images, videos) as desired. If there’ a support customer visit, the technician can use this
same mechanism to access specific information about the error or escalate it.
Creative Commons License
This work is licensed under a Creative Commons Attribution-Share Alike 4.0 License.
INC, HP, "ENHANCED SYSTEM ERRORS FOR IMPROVING FIELD SERVICE SUPPORT AND CUSTOMER ISSUES REPORTING", Technical Disclosure Commons, (January 30, 2020)