CN102752744A - Problem solving method and device for mobile terminal - Google Patents
Problem solving method and device for mobile terminal Download PDFInfo
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- CN102752744A CN102752744A CN2011100978576A CN201110097857A CN102752744A CN 102752744 A CN102752744 A CN 102752744A CN 2011100978576 A CN2011100978576 A CN 2011100978576A CN 201110097857 A CN201110097857 A CN 201110097857A CN 102752744 A CN102752744 A CN 102752744A
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Abstract
The invention discloses a problem solving method and a problem solving device for a mobile terminal, and belongs to the technical field of communication. The method comprises the following steps of: acquiring the description information of a program when a problem occurs in the running of the program, sending the description information of the program to a server, and receiving a solution returned by the server. The device comprises an acquiring module and a receiving-sending module. Through automatically acquiring relevant data in the running of the program and reporting the relevant data to the server when the problem occurs in the program, the server can retrieve the problem according to the data and the solution of the problem, and the correctness and the reliability for solving the problem are greatly improved.
Description
Technical field
The present invention relates to communication technique field, particularly a kind of problem-solving approach and device that is used for portable terminal.
Background technology
Traditional Feature mobile phone (functional mobile phone) several years markets in the past account for absolute dominant position, and the existing market share still can't neglect.The characteristics of Feature mobile phone are the disunities of platform, and all there is the cell phone platform of oneself in each producer, even the producer that has uses a plurality of platforms simultaneously.Even same platform; Also divide characteristic versions such as Featurel, Feature2...; These different platforms and identical platform different characteristic version respectively differ widely in the realization that offers the third party software interface; Cause third-party cell phone software for the more user mobile phone that covers, must compatible many mobile phone problems.But the appearance that the handset compatibility problem always emerges in an endless stream.In addition; China Mobile network also exists standard different; The situation complicated problems, the Wireless Networking mode that exists at present comprises GPRS, EDGE, 3G, the transmission standard also has nothing in common with each other; Data transmission channel also is divided into agency and non-agent way, and same operator also there are differences at the mobile gateway that different provinces disposes.Program can't accomplish to issue after compatible all mobile phone problems again, and the version that therefore sends variety of issue can occur in user's use.
After prior art was analyzed, the inventor found that prior art has following shortcoming at least:
Run into the problem that type is relevant or network is relevant at present, main solution is to arrive the technical staff through channels such as user feedback or complaints, pays a return visit the user then; Through the general orientation problem of user's description, reattempting on this basis provides solution, still; Description orientation problem through the user is a very insecure mode of operation; The user can't the accurate description problem, and is clear even the user describes, because the technical staff can't take mobile phone identical with the user and network environment; Positioning problems is also very difficult, and it is low that customer problem solves success rate.
Summary of the invention
The embodiment of the invention provides a kind of problem-solving approach and device that is used for portable terminal.Said technical scheme is following:
A kind of problem-solving approach that is used for portable terminal comprises:
When program running generation problem, obtain the descriptor of said program;
The descriptor of said program is sent to server, receive the solution that said server returns.
Wherein, obtain the descriptor of said program, specifically comprise:
Check the running environment of said program, and the program state in the said program operation process is sampled, with the running environment data that obtain and program status data descriptor as said program.
Wherein, said running environment data comprise portable terminal model, program version number.
Wherein, the descriptor of said program is sent to server, specifically comprises:
Whether the network state of judging portable terminal meets preset standard, if then the descriptor of the said program network through said portable terminal is sent to server; If then the descriptor with said program sends to server through short message mode not.
Further,, said method also comprises:
When said server received the descriptor of said program, said server retrieves database when retrieving solution, sent to said portable terminal with said solution; When not retrieving solution, the descriptor of said program is reported artificial service system, and by said artificial service system to said portable terminal feedback solution.
A kind of problem solving device that is used for portable terminal comprises:
Acquisition module is used for when program running generation problem, obtaining the descriptor of said program;
Transceiver module is used for the descriptor of said program is sent to server, receives the solution that said server returns.
Wherein, said acquisition module comprises:
Inspection unit is used to check the running environment of said program,
Sampling unit is used for the program state of said program operation process is sampled, and the program status data that running environment data that said inspection unit is obtained and said sampling unit obtain is as the descriptor of said program.
Wherein, said running environment data comprise portable terminal model, program version number.
Wherein, said transceiver module comprises:
Judging unit is used to judge whether the network state of portable terminal meets preset standard, if then trigger first transmitting element that is used for the descriptor of said program is sent to through the network of said portable terminal server; If, then do not trigger second transmitting element that is used for the descriptor of said program is sent to through short message mode server.
A kind of problem resolution system, said system comprises:
The problem solving device that is used for portable terminal is used for when program running generation problem, obtaining the descriptor of said program, and the descriptor of said program is sent to server, receives the solution that said server returns;
Server is used for when receiving the descriptor of said program, and searching database when retrieving solution, sends to said portable terminal with said solution; When not retrieving solution, the descriptor of said program is reported artificial service system, and by said artificial service system to said portable terminal feedback solution.
The beneficial effect of the technical scheme that the embodiment of the invention provides is:
Through when program goes wrong; Automatically obtain the related data of program running; And this related data reported server, and make server to go wrong and the solution of problem according to data retrieval, improved correctness and reliability that problem solves greatly.
Description of drawings
In order to be illustrated more clearly in the embodiment of the invention or technical scheme of the prior art; To do to introduce simply to the accompanying drawing of required use in embodiment or the description of the Prior Art below; Obviously, the accompanying drawing in describing below only is some embodiments of the present invention, for those of ordinary skills; Under the prerequisite of not paying creative work property, can also obtain other accompanying drawing according to these accompanying drawings.
Fig. 1 is a kind of flow chart that is used for the problem-solving approach of portable terminal that the embodiment of the invention provides;
Fig. 2 is a kind of flow chart that is used for the problem-solving approach of portable terminal that the embodiment of the invention provides;
Fig. 3 is a kind of structural representation that is used for the problem solving device of portable terminal that the embodiment of the invention provides;
Fig. 4 is a kind of structural representation that is used for the problem solving device of portable terminal that the embodiment of the invention provides;
Fig. 5 is a kind of structural representation that is used for the problem solving device of portable terminal that the embodiment of the invention provides.
Embodiment
For making the object of the invention, technical scheme and advantage clearer, will combine accompanying drawing that embodiment of the present invention is done to describe in detail further below.
Embodiment 1
In order to improve the success rate that solves customer problem, the embodiment of the invention provides a kind of problem-solving approach that is used for portable terminal, and the executive agent of this method is a portable terminal, and referring to Fig. 1, this method comprises:
101: when program running generation problem, obtain the descriptor of this program;
102: the descriptor of this program is sent to server, receive the solution that this server returns.
Wherein, obtain the descriptor of this program, specifically comprise:
Check the running environment of this program, and the program state in this program operation process is sampled, with the running environment data that obtain and program status data descriptor as this program.
Wherein, these running environment data comprise portable terminal model, program version number.
Wherein, the descriptor of this program is sent to server, specifically comprises:
Whether the network state of judging portable terminal meets preset standard, if then the descriptor of this program network through this portable terminal is sent to server; If then the descriptor with this program sends to server through short message mode not.
Further, this method also comprises:
When this server received the descriptor of this program, this server retrieves database when retrieving solution, sent to this portable terminal with this solution; When not retrieving solution, the descriptor of this program is reported artificial service system, and by this artificial service system to this portable terminal feedback solution.
The method that present embodiment provides; Through when program goes wrong; Automatically obtain the related data of program running; And this related data reported server, and make server to go wrong and the solution of problem according to data retrieval, improved correctness and reliability that problem solves greatly.
Embodiment 2
In order to improve the success rate that solves customer problem, the embodiment of the invention provides a kind of problem-solving approach that is used for portable terminal, and the mutual both sides of this method are portable terminal and server, can comprise the issue database that is used for orientation problem on this server.Present embodiment is that browser program is that example describes with the program of moving on the portable terminal only, and referring to Fig. 2, this embodiment comprises:
201: go wrong during browser execution on the portable terminal;
Those skilled in the art can be known; Because differences such as network, software version, mobile phone model; The user in use is easy to occur variety of issue, in the present embodiment, supposes that the problem that the browser on this portable terminal occurs is the screen blank screen; When this blank screen problem then occurring, execution in step 202;
202: check the running environment of this browser, obtain the running environment data;
Wherein, the running environment data comprise this program version number, this program place portable terminal model, network type etc.
203: the program state in this browser execution process is sampled, and obtains program status data;
Those skilled in the art can be known; This program state is meant the current state of browser execution; This program status data is used to describe the state of this browser current problem; For example, in the blank screen problem in the present embodiment, this program status data can comprise the current memory size of the current networking mode of mobile phone, mobile phone, free memory size, the webpage source file that browser is being opened, the webpage Dom tree of opening or the like.
The descriptor that running environment data described in the above-mentioned steps 202 and 203 and program status data are program; The descriptor of program can also comprise other information; For example; Present procedure user's user name or ID etc., so that it is behind upload server, whether legal by this program of server authentication.
Need to prove; Acquisition process in step 202 and the step 203 does not have fixing sequencing; Can first execution in step 202 execution in step 203 again; Also can first execution in step 203 execution in step 202 again, can also step 202 and step 203 carry out simultaneously, the embodiment of the invention is not done concrete qualification.
204: whether the network state of judging portable terminal meets preset standard, if then execution in step 205; If then execution in step 206 not;
Wherein, preset standard is whether the network state that is used to weigh portable terminal is fit to upload descriptor to server, and this preset standard can be provided with when the exploitation by the technical staff.For example, can judge whether the network state of this portable terminal networks, at this moment, this preset standard is that portable terminal needs to be connected with network.
205: the running environment data of browser and the program status data network through portable terminal is sent to server, execution in step 207;
This process that reports can be that the generation problem reports immediately, also can be through the selection interface that whether reports be provided to the user, and according to user's selection time-delay or report immediately.
206: the running environment data and the program status data of browser are sent to server through short message mode;
Particularly, this step 206 comprises: with running environment data and program status data packing, and the data after will packing send to server through short message mode; In the present embodiment; Because the bearing capacity of note is limited, can also running environment data and program status data be packaged into packet after, cut apart; And the divided data bag sent to server respectively through a plurality of notes; When server received, the content to these a plurality of notes continued to integrate again, so that obtain whole data.
207: server receives the running environment data and the program status data of browser;
Portable terminal is before the running environment data and program status data of sending browser; Meeting is changed data or is compressed, and server needs further handle data when receiving these data; For example format transformation or decompression is so that obtain total data.
208: server is retrieved in issue database according to the running environment data and the program status data of the browser that receives, and when retrieving solution, said solution is sent to said portable terminal; When not retrieving solution, the descriptor of said program is reported artificial service system, and by said artificial service system to said portable terminal feedback solution.
Need to prove; For the retrieval of problem, can be coupling, when the problem that is complementary with running environment data and program status data is arranged in the issue database to running environment data and program status data; Then that this problem is corresponding solution sends to portable terminal; When the problem that not is not complementary with running environment data and program status data in the issue database, these running environment data and program status data are reported artificial service system, in real time data are resolved by the technical staff; And after orientation problem, to portable terminal feedback solution.For example, the blank screen problem in the present embodiment when server retrieves problem according to descriptor, supposes that this problem is that program and portable terminal model are incompatible, then returns solution, and this solution can be ROMPaq or download patches etc.
The method that present embodiment provides; Through when program goes wrong; Automatically obtain the related data of program running; And this related data reported server, and make server to go wrong and the solution of problem according to data retrieval, improved correctness and reliability that problem solves greatly.Further, can solve most of customer problem by server search problem in database, wherein, the problem that can't mate automatically on a small quantity just needs technical staff's participation, the unknown problem of the solution that limited like this technical resource can be concentrated more.Further improved the utilization ratio of technical resource.
Embodiment 3
In order to improve the success rate that solves customer problem, the embodiment of the invention provides a kind of problem solving device that is used for portable terminal, and this device can be included in to have in the portable terminal.Referring to Fig. 3, this device comprises:
Referring to Fig. 4, this acquisition module 301 comprises:
Inspection unit 301a is used to check the running environment of this program,
Sampling unit 301b is used for the program state of this program operation process is sampled, and the program status data that the running environment data that this inspection unit 301a is obtained and this sampling unit 301b obtain is as the descriptor of this program.
These running environment data comprise portable terminal model, program version number.
Referring to Fig. 5, this transceiver module 302 comprises:
Judging unit 302a is used to judge whether the network state of portable terminal meets preset standard, if then trigger the first transmitting element 302b that is used for the descriptor of this program is sent to through the network of this portable terminal server; If, then do not trigger the second transmitting element 302c that is used for the descriptor of this program is sent to through short message mode server.
The device that present embodiment provides belongs to same design with method embodiment, and its concrete implementation procedure sees method embodiment for details, repeats no more here.
The device that present embodiment provides; Through when program goes wrong; Automatically obtain the related data of program running; And this related data reported server, and make server to go wrong and the solution of problem according to data retrieval, improved correctness and reliability that problem solves greatly.
In order to improve the success rate that solves customer problem, the embodiment of the invention provides a kind of problem resolution system, and this system comprises:
The problem solving device that is used for portable terminal is used for when program running generation problem, obtaining the descriptor of this program, and the descriptor of this program is sent to server, receives the solution that this server returns;
Server is used for when receiving the descriptor of this program, and searching database when retrieving solution, sends to this portable terminal with this solution; When not retrieving solution, the descriptor of this program is reported artificial service system, and by this artificial service system to this portable terminal feedback solution.
The system that present embodiment provides belongs to same design with method embodiment, and its concrete implementation procedure sees method embodiment for details, repeats no more here.
Through when program goes wrong; Automatically obtain the related data of program running; And this related data reported server, and make server to go wrong and the solution of problem according to data retrieval, improved correctness and reliability that problem solves greatly.
The all or part of of the technique scheme that the embodiment of the invention provides can be accomplished through the relevant hardware of program command; Said program can be stored in the storage medium that can read, and this storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CD.
The above is merely preferred embodiment of the present invention, and is in order to restriction the present invention, not all within spirit of the present invention and principle, any modification of being done, is equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. a problem-solving approach that is used for portable terminal is characterized in that, comprising:
When program running generation problem, obtain the descriptor of said program;
The descriptor of said program is sent to server, receive the solution that said server returns.
2. method according to claim 1 is characterized in that, obtains the descriptor of said program, specifically comprises:
Check the running environment of said program, and the program state in the said program operation process is sampled, with the running environment data that obtain and program status data descriptor as said program.
3. method according to claim 2 is characterized in that, said running environment data comprise portable terminal model, program version number.
4. method according to claim 1 is characterized in that, the descriptor of said program is sent to server, specifically comprises:
Whether the network state of judging portable terminal meets preset standard, if then the descriptor of the said program network through said portable terminal is sent to server; If then the descriptor with said program sends to server through short message mode not.
5. method according to claim 1; It is characterized in that said method also comprises: when said server receives the descriptor of said program, said server retrieves database; When retrieving solution, said solution is sent to said portable terminal; When not retrieving solution, the descriptor of said program is reported artificial service system, and by said artificial service system to said portable terminal feedback solution.
6. a problem solving device that is used for portable terminal is characterized in that, comprising:
Acquisition module is used for when program running generation problem, obtaining the descriptor of said program;
Transceiver module is used for the descriptor of said program is sent to server, receives the solution that said server returns.
7. device according to claim 6 is characterized in that, said acquisition module comprises:
Inspection unit is used to check the running environment of said program,
Sampling unit is used for the program state of said program operation process is sampled, and the program status data that running environment data that said inspection unit is obtained and said sampling unit obtain is as the descriptor of said program.
8. device according to claim 7 is characterized in that, said running environment data comprise portable terminal model, program version number.
9. device according to claim 6 is characterized in that, said transceiver module comprises:
Judging unit is used to judge whether the network state of portable terminal meets preset standard, if then trigger first transmitting element that is used for the descriptor of said program is sent to through the network of said portable terminal server; If, then do not trigger second transmitting element that is used for the descriptor of said program is sent to through short message mode server.
10. a problem resolution system is characterized in that, said system comprises:
The problem solving device that is used for portable terminal is used for when program running generation problem, obtaining the descriptor of said program, and the descriptor of said program is sent to server, receives the solution that said server returns;
Server is used for when receiving the descriptor of said program, and searching database when retrieving solution, sends to said portable terminal with said solution; When not retrieving solution, the descriptor of said program is reported artificial service system, and by said artificial service system to said portable terminal feedback solution.
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| CN2011100978576A CN102752744A (en) | 2011-04-19 | 2011-04-19 | Problem solving method and device for mobile terminal |
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| CN2011100978576A CN102752744A (en) | 2011-04-19 | 2011-04-19 | Problem solving method and device for mobile terminal |
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| CN104468938A (en) * | 2013-09-12 | 2015-03-25 | 中国移动通信集团浙江有限公司 | Information acquisition and processing methods and related devices as well as mobile terminal and server |
| CN105653454A (en) * | 2015-12-30 | 2016-06-08 | 浙江德景电子科技有限公司 | Android system-based application program abnormity processing method and device |
| CN105898022A (en) * | 2015-12-15 | 2016-08-24 | 乐视网信息技术（北京）股份有限公司 | Terminal and application (APP) adaption prompting method thereof |
| CN110019321A (en) * | 2017-10-11 | 2019-07-16 | 华为技术有限公司 | Problem delimits method, device and equipment |
| CN111124891A (en) * | 2019-12-02 | 2020-05-08 | 腾讯科技（深圳）有限公司 | Access state detection method and device, storage medium and electronic device |
| CN111176871A (en) * | 2019-08-01 | 2020-05-19 | 腾讯科技（深圳）有限公司 | Target application processing method and device, storage medium and electronic device |
| CN113010770A (en) * | 2021-01-21 | 2021-06-22 | 视若飞信息科技(上海)有限公司 | Method for dynamically expanding equipment capability |
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| CN104468938A (en) * | 2013-09-12 | 2015-03-25 | 中国移动通信集团浙江有限公司 | Information acquisition and processing methods and related devices as well as mobile terminal and server |
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| CN113010770A (en) * | 2021-01-21 | 2021-06-22 | 视若飞信息科技(上海)有限公司 | Method for dynamically expanding equipment capability |
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Application publication date: 20121024 |