CN106156991B - Operation problem processing method and device - Google Patents
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- CN106156991B CN106156991B CN201510176288.2A CN201510176288A CN106156991B CN 106156991 B CN106156991 B CN 106156991B CN 201510176288 A CN201510176288 A CN 201510176288A CN 106156991 B CN106156991 B CN 106156991B
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Abstract
The invention discloses an operation problem processing method and device, and belongs to the technical field of computers. The method comprises the following steps: when an application program in a user terminal has an operation problem in the operation process, the user terminal acquires problem description information for describing the operation problem; the user terminal sends the problem description information to a server, wherein the problem description information is used for indicating the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises an instruction for processing the operation problem; and the user terminal receives the operation instruction set sent by the server and executes the instructions in the operation instruction set. The invention solves the problems that when the network quality is poor, the remote assistance needs to consume more time and the processing efficiency of the operation problem is reduced, and achieves the effect of improving the processing efficiency of the operation problem.
Description
Technical Field
The invention relates to the technical field of computers, in particular to an operation problem processing method and device.
Background
After the application is released, a lot of manpower is required to be arranged to maintain the operation of the application. When the application program has an operation problem in the operation process, the user can feed back the operation problem to the dealer, and the dealer needs to timely process the operation problem.
The operation problem of the application program in the operation process can be notified to the dealer in the form of an operation document, when the dealer cannot solve the problem, user information such as a login number, a program use log, a field screenshot and operation problem occurrence path description needs to be collected, and the user information and the operation document are sequentially transferred to developers through after-sales personnel and testers. After receiving the user information and the operation document, the developer remotely logs in the user terminal according to the user information and analyzes the operation problem to obtain a solution, and then remotely assists the user terminal to process the operation problem.
The speed of remote assistance depends on the current network quality, and when the network quality is poor, the remote assistance needs to consume more time, so that the operation problem processing efficiency is reduced.
Disclosure of Invention
In order to solve the problems that when the network quality is poor, remote assistance needs to consume more time and the processing efficiency of the operation problem is reduced, the embodiment of the invention provides an operation problem processing method and device. The technical scheme is as follows:
in a first aspect, an operation problem processing method is provided, where the method includes:
when an application program in a user terminal has an operation problem in the operation process, the user terminal acquires problem description information for describing the operation problem;
the user terminal sends the problem description information to a server, wherein the problem description information is used for indicating the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises an instruction for processing the operation problem;
and the user terminal receives the operation instruction set sent by the server and executes the instructions in the operation instruction set.
In a second aspect, an operation problem processing method is provided, and the method includes:
the method comprises the steps that a server receives problem description information sent by a user terminal, wherein the problem description information is generated according to operation problems occurring in the operation process of an application program in the user terminal;
the server acquires an operation instruction set corresponding to the problem description information, wherein the operation instruction set comprises instructions for processing the operation problems;
and the server sends the operation instruction set to the user terminal, and the user terminal is used for executing the instructions in the operation instruction set.
In a third aspect, an operation problem processing apparatus is provided, where the apparatus is used in a user terminal, and the apparatus includes:
an information acquisition module, configured to acquire problem description information for describing an operation problem when the operation problem occurs in an operation process of an application program in the user terminal;
an information sending module, configured to send the problem description information obtained by the information obtaining module to a server, where the problem description information is used to instruct the server to obtain an operation instruction set corresponding to the problem description information, and the operation instruction set includes an instruction for processing the operation problem;
and the first processing module is used for receiving the operation instruction set sent by the server and executing the instructions in the operation instruction set.
In a fourth aspect, an operation problem processing apparatus is provided, and in a user server, the apparatus includes:
the system comprises an information receiving module, a problem analysis module and a problem analysis module, wherein the information receiving module is used for receiving problem description information sent by a user terminal, and the problem description information is generated according to operation problems of an application program in the user terminal in the operation process;
an instruction set obtaining module, configured to obtain an operation instruction set corresponding to the problem description information received by the information receiving module, where the operation instruction set includes an instruction for processing the operation problem;
and the instruction set sending module is used for sending the operation instruction set acquired by the instruction set acquiring module to the user terminal, and the user terminal is used for executing the instructions in the operation instruction set.
The technical scheme provided by the embodiment of the invention has the beneficial effects that:
when an application program in a user terminal has an operation problem in the operation process, the user terminal acquires problem description information for describing the operation problem; sending the problem description information to a server, wherein the problem description information is used for instructing the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises instructions for processing operation problems; the operation instruction set sent by the server is received, the instruction in the operation instruction set is executed, the operation instruction set can be obtained according to the problem description information, the user terminal can process the operation problem by executing the instruction in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a flowchart of a method of handling an operation problem according to an embodiment of the present invention;
FIG. 2 is a flowchart of a method for handling an operation problem according to an embodiment of the present invention;
FIG. 3 is a flowchart of a method for handling an operation problem according to another embodiment of the present invention;
fig. 4 is a block diagram of an operation problem processing apparatus according to an embodiment of the present invention;
fig. 5 is a block diagram of an operation problem processing apparatus according to still another embodiment of the present invention;
fig. 6 is a block diagram of an operation problem processing apparatus according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, embodiments of the present invention will be described in detail with reference to the accompanying drawings.
Referring to fig. 1, a flowchart of a method for processing an operation problem according to an embodiment of the present invention is shown, where the method for processing an operation problem is applicable to a user terminal, where the user terminal may be a smart television, a smart phone, or a tablet computer. The operation problem processing method comprises the following steps:
In step 102, the user terminal sends the problem description information to the server, wherein the problem description information is used for instructing the server to obtain an operation instruction set corresponding to the problem description information, and the operation instruction set comprises an instruction for processing an operation problem.
And 103, the user terminal receives the operation instruction set sent by the server and executes the instructions in the operation instruction set.
In summary, in the operation problem processing method provided in the embodiment of the present invention, when an operation problem occurs in an operation process of an application program in a user terminal, the user terminal obtains problem description information for describing the operation problem; sending the problem description information to a server, wherein the problem description information is used for instructing the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises instructions for processing operation problems; the operation instruction set sent by the server is received, the instruction in the operation instruction set is executed, the operation instruction set can be obtained according to the problem description information, the user terminal can process the operation problem by executing the instruction in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
Referring to fig. 2, a flowchart of an operation problem processing method according to an embodiment of the present invention is shown, where the operation problem processing method may be applied in a server. The operation problem processing method comprises the following steps:
in step 201, a server receives problem description information sent by a user terminal, where the problem description information is generated according to an operation problem occurring in an operation process of an application program in the user terminal.
In step 202, the server obtains an operation instruction set corresponding to the problem description information, where the operation instruction set includes an instruction for processing an operation problem.
In summary, in the operation problem processing method provided in the embodiment of the present invention, the server receives the problem description information sent by the user terminal, where the problem description information is generated according to the operation problem occurring in the operation process of the application program in the user terminal; acquiring an operation instruction set corresponding to the problem description information, wherein the operation instruction set comprises instructions for processing operation problems; the operation instruction set is sent to the user terminal, the user terminal is used for executing instructions in the operation instruction set, the operation instruction set can be obtained according to the received problem description information, and the operation instruction set is sent to the user terminal, so that the user terminal can process operation problems by executing the instructions in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
Referring to fig. 3, a flowchart of an operation problem processing method according to another embodiment of the present invention is shown, where the operation problem processing method may be applied to an operation system including a user terminal and a server, where the user terminal may be a smart television, a smart phone, or a tablet computer. The operation problem processing method comprises the following steps:
step 301, when an application program in a user terminal has an operation problem during an operation process, the user terminal obtains problem description information for describing the operation problem.
The operation problem is any problem of the application program in the operation process, and comprises the operation requirement of the application program in normal operation and the exception of the application program which needs to be processed when the operation is wrong. The operation requirement includes opening a predetermined folder in the application program, deleting a predetermined file in the predetermined folder of the application program, cleaning a registry key, downloading a difference package of the application program, replacing the difference package of the application program, and the like, and the abnormality includes slow response of the application program, no browsing progress saved, flash quit, and the like, and the embodiment does not specifically limit the operation requirement and the abnormality.
After an operation problem occurs, the user terminal may obtain the problem description information generated by the application program, or the user terminal may generate the problem description information by itself, and the source of the problem description information is not limited in this embodiment. The problem description information is information for describing an occurred operation problem, and the following description will take an example of generating problem description information by an application program as an example.
In a first possible implementation, the application provides an interface for inputting the question description information, and then generates the question description information according to the text or multimedia information input by the user in the interface. For example, when the exception is that the browsing progress is not saved, the characters input by the user may be: and when the xx program exits from the electronic book for reading, the current reading progress is not saved, and the application program generates the problem description information carrying the characters. Optionally, the user may also perform screenshot on the current interface, and add the picture and the login account number of the user to the problem description information.
In a second possible implementation, the application provides a shortcut for generating the problem description information of a common operation problem, and after the user clicks the shortcut, the application generates the problem description information corresponding to the operation problem.
In a third possible implementation, the application may automatically generate the problem description information. For example, when the abnormality is a flash back, the application program may acquire information such as a login account, a program usage log, a field screenshot, a path description of an operation problem, an error code, and the like, and generate problem description information carrying the information.
Step 302, the user terminal judges whether an operation instruction set corresponding to the problem description information is prestored in the application program, and when the user terminal judges that the operation instruction set is prestored in the application program, step 303 is executed; when the user terminal determines that the application program does not pre-store an operation instruction set, step 304 is performed, where the operation instruction set includes an instruction for handling an operation problem.
The set of operational instructions may include at least one instruction for handling operational issues. Optionally, when the operation instruction set includes at least two instructions, the user terminal may sequentially execute the instructions to handle the operation problem.
In this embodiment, the server may feed back the problem description information to the developer after receiving the problem description information each time, and the developer analyzes the operation problem according to the problem description information, then writes an operation instruction set for solving the operation problem, and sends the operation instruction set to the user terminal.
Because the developer needs to consume time to write the operation instruction set on site and reduce the processing efficiency of the operation problems, for some common operation problems with high occurrence frequency, the server can generate the operation instruction set corresponding to the operation problems in advance, integrate the operation instruction set in the application program or push the operation instruction set to the application program, and the application program stores the operation instruction set, so that the user terminal can directly process the operation problems according to the stored operation instruction set. Therefore, after acquiring the problem description information, the user terminal needs to determine whether the application program prestores an operation instruction set corresponding to the problem description information.
Specifically, when the server sends the operation instruction set to the application program, the server may also send the problem description information or the error code of the operation problem handled by the operation instruction set to the application program, and the application program correspondingly stores the operation instruction set, the problem description information, and the error code. The user terminal can acquire the problem description information or the error code and judge whether an operation instruction set corresponding to the problem description information or the error code exists. When the operating instruction set exists, determining that the operating instruction set is prestored in the application program; when the operating instruction set does not exist, determining that the operating instruction set is not prestored by the application program.
Step 303, the user terminal reads the operation instruction set, and executes the instruction in the operation instruction set, and the process is ended.
The user terminal can sequentially execute the instructions in the operation instruction set through the application program, and can also sequentially execute the instructions in the operation instruction set through the running processing process. Specifically, executing instructions in an operational instruction set includes: the user terminal executes the instructions in the operation instruction set through the running processing process, and the processing process is registered in the system service in advance by the application program.
In this embodiment, the format of the instructions in the operation instruction set may be defined by a developer as long as the format can be recognized by the server and the user terminal. In a first possible implementation manner, a developer may set different formats for an instruction generated by the server and an instruction executed by the processing process, and after receiving the operation instruction set, the processing process needs to convert the instruction in the operation instruction set into an instruction capable of being executed by the processing process.
Specifically, the executing, by the user terminal, an instruction in the operation instruction set through the running processing process includes:
1) the user terminal converts the instructions in the operation instruction set into instructions capable of being executed by the processing process through the running processing process;
2) and the user terminal executes the converted instruction through the running processing process.
The user terminal stores conversion relations among the instructions in advance, and after the processing process receives the operation instruction set, each instruction in the operation instruction set is converted according to the conversion relations, and then the converted instructions are executed in sequence. For example, the operation instruction set includes an instruction S2CTaskkill/im × exe, and the converted instruction tasskkill/im × exe.
In a second possible implementation manner, a developer may set the same format for the instruction generated by the server and the instruction executed by the processing process, and at this time, after the processing process receives the operation instruction set, the processing process may directly execute the instruction included in the operation instruction set without performing instruction conversion, so as to improve the processing efficiency of the operation problem.
When the application program is installed in the user terminal for the first time, the application program registers the processing process into the system service. Thereafter, the process may be initiated by the user terminal, regardless of whether the application is running and whether the user is logged into the login account of the user in the application. In this embodiment, the user terminal may start a processing procedure when receiving the operation instruction set; alternatively, the user terminal may preferably start the processing procedure at power-on.
The user may inadvertently close the process and may not know the step of manually starting the process, which may result in the process not being started or being difficult to start, and remote assistance from the developer may be required. To avoid remote assistance, the application may register at least two processing processes in the system service to ensure continuous execution of the processing processes.
Specifically, the method provided by this embodiment further includes:
1) when the number of the processing processes is at least two, the user terminal detects whether the closed processing process exists through one running processing process;
2) when the user terminal detects that the closed processing process exists through one of the running processing processes, the user terminal starts the closed processing process through the running processing process.
The running processing process can acquire the names of other processing processes, read the service list at preset time intervals, detect whether the service list comprises the names of other processing processes, and determine that no closed processing process exists when the service list comprises the names of all other processing processes; when the service list does not include the names of all other processing processes, it is determined that there is a processing process that is shut down. And the running processing process determines the closed processing process according to the service list and starts the processing process. Wherein the service list comprises the names of all processes currently running.
It should be noted that, after the processing process executes the instructions in the operation instruction set, a status code may also be generated according to the execution result, and the status code is sent to the server. When the processing process successfully executes the instruction in the operation instruction set, generating a first state code for indicating successful processing, sending the first state code to the server, and ending the process; when the processing process does not successfully execute the instructions in the operation instruction set, a second state code for indicating processing failure is generated, the second state code, the error position, the error parameters, the field screenshot and other information are sent to the server, the server feeds the information back to a developer, the developer rewrites the operation instruction set according to the information, and the rewrited operation instruction set is sent to the user terminal.
In step 304, the user terminal sends the problem description information to the server.
In this embodiment, when the user terminal does not start the application program, the problem description information may be sent to the server by the processing process; when the user terminal starts an application, the problem description information may be sent to the server by the process or the application.
In step 305, the server receives the question description information sent by the user terminal.
In step 306, the server obtains an operation instruction set corresponding to the problem description information.
The server can feed the problem description information back to the developer after receiving the problem description information each time, the developer analyzes the operation problem according to the problem description information, and then writes an operation instruction set for solving the operation problem.
Step 307, the server sends the operation instruction set to the user terminal.
And 308, the user terminal receives the operation instruction set sent by the server and executes the instructions in the operation instruction set.
The user terminal can receive the operation instruction set through the running processing process and execute the instructions in the operation instruction set. Since one set of operation instructions needs to be processed by one processing process, when there are at least two processing processes, the received set of operation instructions needs to be allocated to one of the processing processes.
Specifically, the receiving, by the user terminal, of the operation instruction set sent by the server includes:
1) when the number of the running processing processes is at least two, and the at least two processing processes comprise a main process and at least one slave process, the user terminal receives an operation instruction set sent by the server through the main process;
2) the user terminal obtains the number of the respective unprocessed operation instruction sets of the main process and each slave process through the main process, and allocates the operation instruction sets received this time to the main process or the slave process corresponding to the minimum number, wherein one operation instruction set corresponds to one processing process.
In this embodiment, one processing process may be selected from the processing processes as a master process, and the remaining processing processes may be used as slave processes, where the master process is responsible for receiving an operation instruction set sent by the server, allocating the operation instruction set, and executing instructions in the operation instruction set, and the slave processes are responsible for receiving an operation instruction set sent by the master process and executing instructions in the operation instruction set.
When an idle processing process exists in the main process and the slave process, the main process allocates the received operation instruction set to the idle processing process; when there is no idle processing process in the master process and the slave process, the master process may obtain the number of unprocessed operation instruction sets of the master process and each slave process, and allocate the operation instruction set received this time to the master process or the slave process corresponding to the minimum number. For example, when the number of the operation instruction sets that are not processed by the master process is 1 and the number of the operation instruction sets that are not processed by the slave process is 2, it is determined that the operation instruction set received this time is allocated to the master process for processing.
The process of the user terminal executing the instructions in the operation instruction set is described in step 303, and is not described herein again.
For convenience of understanding, in this embodiment, an example of a processing scheme of an operation problem is to request to delete a database file named "profile.db" under a folder of an IM (instant messaging) application program, where instructions of an operation instruction set written by a developer include:
S2CTaskkill/im***.exe
S2CDel/f/s/q C:\Users\***\Documents\Tencent Files\***\***\profile.db
S2COpen C:\Program Files(x86)\Tencent\***\Bin\***.exe
after receiving the operation instruction set, the processing process converts the instructions in the operation instruction set to obtain the following instructions:
taskkill/im***.exe
del/f/s/q C:\Users\***\Documents\Tencent Files\***\***\profile.db
open C:\Program Files(x86)\Tencent\***\Bin\***.exe
and when the converted instruction is successfully executed by the processing process, namely the operation problem is successfully processed, sending a first status code for indicating successful processing to the server, and ending the flow.
In summary, in the operation problem processing method provided in the embodiment of the present invention, when an operation problem occurs in an operation process of an application program in a user terminal, the user terminal obtains problem description information for describing the operation problem; sending the problem description information to a server, wherein the problem description information is used for instructing the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises instructions for processing operation problems; the operation instruction set sent by the server is received, the instruction in the operation instruction set is executed, the operation instruction set can be obtained according to the problem description information, the user terminal can process the operation problem by executing the instruction in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
In addition, when the user terminal detects that the closed processing process exists through one running processing process, the closed processing process is started through the running processing process, the closed processing process can be automatically started, the problem that the processing process cannot be started or is difficult to start when the user unintentionally closes all the processing processes is solved, and the effect of continuously running the processing process is achieved.
Referring to fig. 4, a block diagram of an operation problem processing apparatus according to an embodiment of the present invention is shown, where the operation problem processing apparatus may be applied to a user terminal, and the user terminal may be a smart television, a smart phone, or a tablet computer. The operation problem processing device comprises:
an information obtaining module 410, configured to obtain problem description information for describing an operation problem when the operation problem occurs in an operation process of an application program in a user terminal;
an information sending module 420, configured to send the problem description information obtained by the information obtaining module 410 to a server, where the problem description information is used to instruct the server to obtain an operation instruction set corresponding to the problem description information, and the operation instruction set includes an instruction for processing an operation problem;
the first processing module 430 is configured to receive an operation instruction set sent by the server, and execute an instruction in the operation instruction set.
In summary, in the operation problem processing apparatus provided in the embodiment of the present invention, when an operation problem occurs in an operation process of an application program in a user terminal, the user terminal obtains problem description information for describing the operation problem; sending the problem description information to a server, wherein the problem description information is used for instructing the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises instructions for processing operation problems; the operation instruction set sent by the server is received, the instruction in the operation instruction set is executed, the operation instruction set can be obtained according to the problem description information, the user terminal can process the operation problem by executing the instruction in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
Referring to fig. 5, a block diagram of an operation problem processing apparatus according to still another embodiment of the present invention is shown, where the operation problem processing apparatus may be applied to a user terminal, and the user terminal may be a smart television, a smart phone, or a tablet computer. The operation problem processing device comprises:
an information obtaining module 510, configured to obtain problem description information for describing an operation problem when the operation problem occurs in an operation process of an application program in a user terminal;
an information sending module 520, configured to send the problem description information obtained by the information obtaining module 510 to a server, where the problem description information is used to instruct the server to obtain an operation instruction set corresponding to the problem description information, and the operation instruction set includes an instruction for processing an operation problem;
the first processing module 530 is configured to receive an operation instruction set sent by the server, and execute an instruction in the operation instruction set.
Optionally, the first processing module 530 includes:
an instruction execution unit 531, configured to execute an instruction in the operation instruction set through a running processing process, where the processing process is registered in advance in the system service by the application program.
Optionally, the apparatus provided in this embodiment further includes:
a process detecting module 540, configured to detect whether there is a closed processing process through one running processing process when there are at least two processing processes;
a process starting module 550, configured to start a closed process when it is detected by one of the running processes that there is a closed process.
Optionally, the instruction execution unit 531 is specifically configured to:
converting the instructions in the operation instruction set into instructions capable of being executed by the processing process through the running processing process;
the converted instructions are executed by the running processing process.
Optionally, the first processing module 530 includes:
an instruction set receiving unit 532, configured to receive, by a master process, an operation instruction set sent by a server when at least two running processing processes include the master process and at least one slave process;
the instruction set allocating unit 533 is configured to acquire, by the master process, the number of unprocessed operation instruction sets of the master process and each of the slave processes, and allocate the operation instruction set received this time by the instruction set receiving unit 532 to the master process or the slave process corresponding to the minimum number, where one operation instruction set corresponds to one processing process.
Optionally, the apparatus provided in this embodiment further includes:
an instruction set determining module 560, configured to determine whether an application program pre-stores an operation instruction set corresponding to the problem description information after the information obtaining module 510 obtains the problem description information for describing the operation problem;
the second processing module 570, configured to, when the instruction set determining module 560 determines that the application program pre-stores the operation instruction set, read the operation instruction set, and execute an instruction in the operation instruction set;
and an operation triggering module 580, configured to trigger execution of an operation of sending the problem description information to the server when the instruction set determining module 560 determines that the application program does not pre-store the operation instruction set.
In summary, in the operation problem processing apparatus provided in the embodiment of the present invention, when an operation problem occurs in an operation process of an application program in a user terminal, the user terminal obtains problem description information for describing the operation problem; sending the problem description information to a server, wherein the problem description information is used for instructing the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises instructions for processing operation problems; the operation instruction set sent by the server is received, the instruction in the operation instruction set is executed, the operation instruction set can be obtained according to the problem description information, the user terminal can process the operation problem by executing the instruction in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
In addition, when the user terminal detects that the closed processing process exists through one running processing process, the closed processing process is started through the running processing process, the closed processing process can be automatically started, the problem that the processing process cannot be started or is difficult to start when the user unintentionally closes all the processing processes is solved, and the effect of continuously running the processing process is achieved.
Referring to fig. 6, a block diagram of an operation problem processing apparatus provided in an embodiment of the present invention is shown, where the operation problem processing apparatus may be applied to a server. The operation problem processing device comprises:
an information receiving module 610, configured to receive problem description information sent by a user terminal, where the problem description information is generated according to an operation problem occurring in an operation process of an application program in the user terminal;
an instruction set obtaining module 620, configured to obtain an operation instruction set corresponding to the problem description information received by the information receiving module 610, where the operation instruction set includes an instruction for processing an operation problem;
an instruction set sending module 630, configured to send the operation instruction set obtained by the instruction set obtaining module 620 to the user terminal, where the user terminal is configured to execute an instruction in the operation instruction set.
In summary, the operation problem processing apparatus provided in the embodiment of the present invention receives, by a server, problem description information sent by a user terminal, where the problem description information is generated according to an operation problem occurring in an operation process of an application program in the user terminal; acquiring an operation instruction set corresponding to the problem description information, wherein the operation instruction set comprises instructions for processing operation problems; the operation instruction set is sent to the user terminal, the user terminal is used for executing instructions in the operation instruction set, the operation instruction set can be obtained according to the received problem description information, and the operation instruction set is sent to the user terminal, so that the user terminal can process operation problems by executing the instructions in the operation instruction set, the problems that when the network quality is poor, long-distance assistance needs to consume more time, the operation problem processing efficiency is reduced are solved, and the effect of improving the operation problem processing efficiency is achieved.
It should be noted that: in the operation problem processing device provided in the above embodiment, when the operation problem is processed, only the division of each functional module is illustrated, and in practical applications, the function distribution may be completed by different functional modules according to needs, that is, the internal structure of the operation problem processing device is divided into different functional modules to complete all or part of the functions described above. In addition, the operation problem processing apparatus and the operation problem processing method provided by the above embodiments belong to the same concept, and specific implementation processes thereof are detailed in the method embodiments and are not described herein again.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
It will be understood by those skilled in the art that all or part of the steps for implementing the above embodiments may be implemented by hardware, or may be implemented by a program instructing relevant hardware, where the program may be stored in a computer-readable storage medium, and the above-mentioned storage medium may be a read-only memory, a magnetic disk or an optical disk, etc.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (11)
1. An operational problem handling method, the method comprising:
when an application program in a user terminal has an operation problem in the operation process, the user terminal acquires problem description information for describing the operation problem;
the user terminal sends the problem description information to a server, wherein the problem description information is used for indicating the server to acquire an operation instruction set corresponding to the problem description information, and the operation instruction set comprises an instruction for processing the operation problem;
the user terminal receives an operation instruction set sent by the server, and executes instructions in the operation instruction set through an operating processing process, wherein the processing process is registered in system service by the application program in advance;
when the number of the processing processes is at least two, the user terminal detects whether a closed processing process exists through one running processing process, wherein the running processing process acquires names of other processing processes, reads a service list at preset time intervals, determines that the closed processing process does not exist when the service list comprises the names of all the other processing processes, and determines that the closed processing process exists when the service list does not comprise the names of all the other processing processes;
when the user terminal detects that the closed processing process exists through one running processing process, the user terminal starts the closed processing process through the running processing process.
2. The method of claim 1, wherein the user terminal executes instructions in the set of operating instructions by a running processing process, comprising:
the user terminal converts the instructions in the operation instruction set into instructions capable of being executed by the processing process through the running processing process;
and the user terminal executes the converted instruction through the running processing process.
3. The method according to claim 1 or 2, wherein the receiving, by the user terminal, the set of operating instructions sent by the server comprises:
when the number of the running processing processes is at least two, and the at least two processing processes comprise a master process and at least one slave process, the user terminal receives the operation instruction set sent by the server through the master process;
the user terminal obtains the number of the unprocessed operation instruction sets of the main process and each slave process through the main process, and allocates the operation instruction sets received this time to the main process or the slave process corresponding to the minimum number, wherein one operation instruction set corresponds to one processing process.
4. The method of claim 1, wherein after the user terminal obtains the problem description information for describing the operation problem, the method further comprises:
the user terminal judges whether the application program prestores the operation instruction set corresponding to the problem description information;
when the user terminal judges that the application program pre-stores the operation instruction set, reading the operation instruction set and executing instructions in the operation instruction set;
and when the user terminal judges that the application program does not pre-store the operation instruction set, triggering and executing the step that the user terminal sends the problem description information to a server.
5. An operational problem handling method, the method comprising:
the method comprises the steps that a server receives problem description information sent by a user terminal, wherein the problem description information is generated according to operation problems occurring in the operation process of an application program in the user terminal;
the server acquires an operation instruction set corresponding to the problem description information, wherein the operation instruction set comprises instructions for processing the operation problems;
the server sends the operation instruction set to the user terminal, the user terminal is configured to execute instructions in the operation instruction set through running processing processes, the processing processes are pre-registered in a system service by the application program, when the number of the processing processes is at least two, the user terminal detects whether a closed processing process exists through one of the running processing processes, wherein the running processing process acquires names of other processing processes, reads a service list at preset time intervals, determines that the closed processing process does not exist when the service list includes the names of all the other processing processes, determines that the closed processing process exists when the service list does not include the names of all the other processing processes, and when the user terminal detects that the closed processing process exists through one of the running processing processes, and the user terminal starts the closed processing process through the running processing process.
6. An operation problem processing device used in a user terminal, the device comprising:
an information acquisition module, configured to acquire problem description information for describing an operation problem when the operation problem occurs in an operation process of an application program in the user terminal;
an information sending module, configured to send the problem description information obtained by the information obtaining module to a server, where the problem description information is used to instruct the server to obtain an operation instruction set corresponding to the problem description information, and the operation instruction set includes an instruction for processing the operation problem;
the first processing module is used for receiving an operation instruction set sent by the server;
the first processing module comprises:
the instruction execution unit is used for executing the instructions in the operation instruction set through a running processing process, and the processing process is registered in a system service by the application program in advance;
the device further comprises:
a process detection module, configured to detect whether there is a closed processing process through one running processing process when the number of the processing processes is at least two, where the running processing process obtains names of other processing processes, reads a service list at predetermined time intervals, determines that there is no closed processing process when the service list includes the names of all the other processing processes, and determines that there is a closed processing process when the service list does not include the names of all the other processing processes;
and the process starting module is used for starting the closed processing process when detecting that the closed processing process exists through one running processing process.
7. The apparatus of claim 6, wherein the instruction execution unit is specifically configured to:
converting, by the running processing process, instructions in the set of operating instructions into instructions that can be executed by the processing process;
executing the converted instruction by the running processing process.
8. The apparatus of claim 6 or 7, wherein the first processing module comprises:
the instruction set receiving unit is used for receiving the operation instruction set sent by the server through the main process when the number of the running processing processes is at least two, and the at least two processing processes comprise the main process and at least one slave process;
an instruction set allocation unit, configured to obtain, by the master process, the number of unprocessed operation instruction sets of each of the master process and each of the slave processes, and allocate, by the instruction set receiving unit, the operation instruction set received this time to a master process or a slave process corresponding to a minimum number, where one operation instruction set corresponds to one processing process.
9. The apparatus of claim 6, further comprising:
an instruction set judgment module, configured to judge whether the application program pre-stores the operation instruction set corresponding to the problem description information after the information acquisition module acquires the problem description information used for describing the operation problem;
the second processing module is used for reading the operation instruction set and executing the instructions in the operation instruction set when the instruction set judging module judges that the operation instruction set is prestored in the application program;
and the operation triggering module is used for triggering and executing the operation of sending the problem description information to the server when the instruction set judging module judges that the application program does not pre-store the operation instruction set.
10. An operation problem processing device used in a server, the device comprising:
the system comprises an information receiving module, a problem analysis module and a problem analysis module, wherein the information receiving module is used for receiving problem description information sent by a user terminal, and the problem description information is generated according to operation problems of an application program in the user terminal in the operation process;
an instruction set obtaining module, configured to obtain an operation instruction set corresponding to the problem description information received by the information receiving module, where the operation instruction set includes an instruction for processing the operation problem;
an instruction set sending module, configured to send the operation instruction set obtained by the instruction set obtaining module to the user terminal, where the user terminal is configured to execute instructions in the operation instruction set through running processing processes, where the processing processes are pre-registered in a system service by the application program, and when the number of the processing processes is at least two, the user terminal detects whether there is a closed processing process through one of the running processing processes, where the running processing process obtains names of other processing processes, reads a service list at predetermined time intervals, determines that there is no closed processing process when the service list includes names of all the other processing processes, and determines that there is a closed processing process when the service list does not include names of all the other processing processes, when the user terminal detects that the closed processing process exists through one running processing process, the user terminal starts the closed processing process through the running processing process.
11. A computer-readable storage medium, having stored therein at least one instruction, at least one program, a set of codes, or a set of instructions, which is loaded and executed by a processor to implement the operational problem handling method of any one of claims 1 to 5.
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