An information processing method, apparatus, and non-transitory recording medium storing instructions for executing an information processing method. The information processing method, performed by a computer connectable to a terminal via a network, includes determining a status of a device based on a first image of the device transmitted from the terminal, specifying a solution for a problem occurring in the device based on the status of the device, displaying a first message on the terminal to indicate the specified solution, displaying a second message on the terminal to request a second image obtained by photographing a specified part of the device or the device in a specified state, updating the status of the device based on the second image, specifying the solution for the problem in accordance with the updated status of the device, and displaying a third message on the terminal to indicate the specified solution for the problem.