Computer program product, failure diagnosis method, and communication apparatus

1. A computer program product having a non-transitory computer readable medium including programmed instructions to diagnose a failure configured to be executable by a computer, wherein the instructions, when executed by a computer, cause the computer to perform:

performing a first confirmation of confirming presence of a connection to a correspondent node in a first communication layer, presence of a connection to a correspondent node in a second communication layer differing from the first communication layer, and presence of a connection to a correspondent node in a third communication layer differing from the first communication layer and the second communication layer;

locating where a communication failure occurs among the computer, the correspondent node in the first communication layer, the correspondent node in the second communication layer, and the correspondent node in the third communication layer, based on a result of the first confirmation; and

performing output control of causing an output unit to output a result of the locating,

wherein

the first communication layer, the second communication layer, and the third communication layer are each a layer of a TCP/IP protocol architecture.

2. The computer program product according to claim 1 , wherein

a process table is stored that associates each of a plurality of processes of confirmation processing of confirming details of a communication failure with a process number indicating a position of the each process in an execution order of the processes of the confirmation processing; and

a start-process determination table is stored that associates a result of the first confirmation with a start number that is a process number of a process from which the confirmation processing is to be started, and wherein

the instructions further cause the computer to execute performing a second confirmation, which is the confirmation processing, from the process of a start number associated with the result of the first confirmation in accordance with the execution order; and

a failure cause of a communication failure is located by the locating based on a result of the second confirmation.

3. The computer program product according to claim 2 , wherein

the confirmation processing is performed in the second confirmation in accordance with the execution order until a processing result of the confirmation processing indicates a failure; and

the failure cause is located by the locating based on the result of the second confirmation that is the process number of a process of the confirmation processing of which processing result indicates a failure.

4. The computer program product according to claim 3 , wherein

a result of the second confirmation is stored as a confirmation history; and

a last-performed process of the confirmation processing as indicated in the confirmation history is performed in the second confirmation, and when the confirmation processing fails, the confirmation processing is started from a process of a process number included between the start number associated with the result of the first confirmation and the process number of the last-performed process of the confirmation processing as indicated in the confirmation history.

5. The computer program product according to claim 3 , wherein

a result of the second confirmation is stored as a confirmation history; and

a last-performed process of the confirmation processing as indicated in the confirmation history is performed in the second confirmation, and when the confirmation processing succeeds, the confirmation processing is started from a process of a process number after the process number of the last-performed process of the confirmation processing as indicated in the confirmation history.

6. The computer program product according to claim 2 , wherein

a failure-cause location table is stored that associates a result of the second confirmation with a failure cause; and

the failure cause is located by the locating to a failure cause associated with the result of the second confirmation.

7. The computer program product according to claim 6 , wherein

the failure-cause location table is stored that further associates a result of the second confirmation with a failure recovery method; and

the failure recovery method is specified by the locating to a failure recovery method associated with the result of the second confirmation.

8. The computer program product according to claim 2 , wherein

an output table is stored that associates the failure cause with a symbol; and

the output unit is caused by the performing the output control to output the symbol associated with the failure cause.

9. The computer program product according to claim 2 , wherein

an output table is stored that associates the failure cause with a setting screen indicating setting at a location represented by the failure cause, wherein

the instructions further cause the computer to perform:

receiving a setting-change operation of changing setting indicated by the setting screen output by the output unit; and

changing setting in accordance with the setting-change operation, and wherein

the output unit is caused by the performing the output control to output the setting screen associated with the failure cause.

10. The computer program product according to claim 2 , wherein the output unit is caused by the performing the output control to output a two-dimensional code that the failure cause and an e-mail address of a customer support center are encoded.

11. The computer program product according to claim 2 , wherein

a setting-change table is stored that associates the failure cause with a content of change in setting at a location represented by the failure cause, and wherein

the instructions further cause the computer to perform changing setting in accordance with the content of the change in the setting associated with the failure cause.

12. The computer program product according to claim 1 , wherein

a process table is stored that associates each of a plurality of processes of confirmation processing of confirming details of a communication failure with a process number of the each process of the confirmation processing, and an execution instruction number that is a process number of a process of the confirmation processing to be executed after the process of the confirmation processing; and

a start-process determination table is stored that associates a result of the first confirmation with a start number that is a process number of a process from which the confirmation processing is to be started, and wherein

the instructions further cause the computer to execute performing a second confirmation, which is the confirmation processing, from the process of a start number associated with the result of the first confirmation in accordance with an execution order indicated by the execution instruction number; and

a failure cause of a communication failure is located by the locating based on a result of the second confirmation.

13. The computer program product according to claim 1 , wherein at least one of the first communication layer, the second communication layer, and the third communication layer is wireless connection.

14. The computer program product according to claim 1 , wherein at least one of the first communication layer, the second communication layer, and the third communication layer is wired connection.

15. The computer program product according to claim 1 , wherein

the first communication layer is a network interface layer of the TCP/IP protocol architecture;

the second communication layer is an internet layer of the TCP/IP protocol architecture; and

the third communication layer is an application layer of the TCP/IP protocol architecture.

16. A failure diagnosis method comprising:

performing a first confirmation of confirming presence of a connection to a correspondent node in a first communication layer, presence of a connection to a correspondent node in a second communication layer differing from the first communication layer, and presence of a connection to a correspondent node in a third communication layer differing from the first communication layer and the second communication layer;

locating where a communication failure occurs among the computer, the correspondent node in the first communication layer, the correspondent node in the second communication layer, and the correspondent node in the third communication layer, based on a result of the first confirmation; and

causing an output unit to output a result of the locating, wherein

the first communication layer, the second communication layer, and the third communication layer are each a layer of a TCP/IP protocol architecture.

17. The method according to claim 16 , wherein

the first communication layer is a network interface layer of the TCP/IP protocol architecture;

the second communication layer is an internet layer of the TCP/IP protocol architecture; and

the third communication layer is an application layer of the TCP/IP protocol architecture.

18. A communication apparatus comprising:

a first confirmation unit that performs a first confirmation of confirming presence of a connection to a correspondent node in a first communication layer, presence of a connection to a correspondent node in a second communication layer differing from the first communication layer, and presence of a connection to a correspondent node in a third communication layer differing from the first communication layer and the second communication layer;

a locating unit that locates where a communication failure occurs among the computer, the correspondent node in the first communication layer, the correspondent node in the second communication layer, and the correspondent node in the third communication layer, based on a result of the first confirmation; and

an output unit that outputs a result of the locating, wherein

the first communication layer, the second communication layer, and the third communication layer are each a layer of a TCP/IP protocol architecture.

19. The apparatus according to claim 18 , wherein

the first communication layer is a network interface layer of the TCP/IP protocol architecture;

the second communication layer is an internet layer of the TCP/IP protocol architecture; and

the third communication layer is an application layer of the TCP/IP protocol architecture.

20. A communication apparatus comprising:

a processor that performs a first confirmation of confirming presence of a connection to a correspondent node in a first communication layer, presence of a connection to a correspondent node in a second communication layer differing from the first communication layer, and presence of a connection to a correspondent node in a third communication layer differing from the first communication layer and the second communication layer, wherein

the processor locates where a communication failure occurs among the computer, the correspondent node in the first communication layer, the correspondent node in the second communication layer, and the correspondent node in the third communication layer, based on a result of the first confirmation; and

the processor outputs a result of the locating, wherein

the first communication layer, the second communication layer, and the third communication layer are each a layer of a TCP/IP protocol architecture.

21. The apparatus according to claim 20 , wherein

the first communication layer is a network interface layer of the TCP/IP protocol architecture;

the second communication layer is an internet layer of the TCP/IP protocol architecture; and

the third communication layer is an application layer of the TCP/IP protocol architecture.