CN105045257A - Vehicle failure after-sale diagnosis method and diagnosis equipment and server - Google Patents

Vehicle failure after-sale diagnosis method and diagnosis equipment and server Download PDF

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Publication number
CN105045257A
CN105045257A CN 201510409060 CN201510409060A CN105045257A CN 105045257 A CN105045257 A CN 105045257A CN 201510409060 CN201510409060 CN 201510409060 CN 201510409060 A CN201510409060 A CN 201510409060A CN 105045257 A CN105045257 A CN 105045257A
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information
server
fault
failure
sale
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CN 201510409060
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Chinese (zh)
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周孟喜
夏珩
杨春雷
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广州橙行智动汽车科技有限公司
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    • GPHYSICS
    • G05CONTROLLING; REGULATING
    • G05BCONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
    • G05B23/00Testing or monitoring of control systems or parts thereof
    • G05B23/02Electric testing or monitoring
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L29/00Arrangements, apparatus, circuits or systems, not covered by a single one of groups H04L1/00 - H04L27/00 contains provisionally no documents
    • H04L29/02Communication control; Communication processing contains provisionally no documents
    • H04L29/06Communication control; Communication processing contains provisionally no documents characterised by a protocol

Abstract

The invention provides a vehicle failure after-sale diagnosis method. The method comprises the following steps: diagnosing equipment to acquire failure information input by a user and sending the acquired failure information to a server; receiving after-sale processing information fed back from the server, acquiring a maintenance result input after the user troubleshoots according to the received after-sale processing information, and sending the acquired maintenance result to the server, wherein the maintenance result contains failure solved and failure unsolved. By implementing the embodiment of the invention, on-site after-sale data can be acquired timely, situations of after-sale problem analysis and troubleshooting lag, insufficient tracking, low support and solving efficiency and the like are avoided, and manpower cost is reduced.

Description

_种汽车故障售后诊断的方法和诊断设备、服务器 _ Kinds of aftermarket automotive fault diagnostic methods and diagnostic devices, servers

技术领域 FIELD

[0001] 本发明涉及汽车技术领域,尤其涉及一种汽车故障售后诊断的方法和诊断设备、服务器。 [0001] The present invention relates to the field of automotive technology, in particular, it relates to an automotive aftermarket fault diagnosis method and a diagnosis device, a server.

背景技术 Background technique

[0002] 随着汽车的量产化,售后服务成为汽车厂家越来越重视的一环,售后问题的及时反馈,有助于汽车产品的研发及质量改进,从而促进汽车的销售,因此售后服务质量将大大地影响汽车研发及销售的积极性。 [0002] As the amount of automobile production, after-sales service to become a feedback loop, aftermarket automotive manufacturers more and more attention and help automotive product development and quality improvement to promote sales of motor vehicles, so after-sales service quality will greatly affect the enthusiasm of automotive research and development and sales.

[0003] 在传统的售后服务系统中,虽然汽车厂家都会有专业人员负责售后问题的收集及解决,但是由于诊断工具落后及诊断方法欠妥,因此售后服务过程中现场数据获取不及时,诊断数据管理混乱等现象常有发生,从而导致售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,大大增加了人力成本。 [0003] In the traditional after-sales service system, although the automobile manufacturers will have professionals responsible for the collection and sale solve the problem, but because of diagnostic tools and diagnostic methods behind defective, so the process of on-site service is not timely data acquisition, diagnostic data management chaos and other phenomena often occur, resulting in after-sales problem analysis troubleshooting lag, tracking is not in place and support to solve the low efficiency situation occurs, greatly increasing labor costs.

[0004] 因此,随着互联网技术的发展为汽车行业带来更为便利的条件,亟需一种借助互联网技术的优势推进汽车售后问题有效快速的解决上述问题的方法及工具。 [0004] Thus, with the development of Internet technology to bring more convenient conditions for the automotive industry, a need for an Internet technology with the advantages of methods and tools to promote effective and fast to solve the problems of the automotive aftermarket issues.

发明内容 SUMMARY

[0005] 本发明所要解决的技术问题在于,提供一种汽车故障售后诊断的方法和诊断设备、服务器,能够及时获取现场售后数据,避免售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,降低了人力成本。 [0005] The present invention solves the technical problem is to provide an automotive aftermarket fault diagnosis method and diagnostic devices, servers, data can be acquired promptly field sale, sale to avoid problems troubleshooting analysis lag, is not in place and the support track to solve the low efficiency situation occurs, reduce labor costs.

[0006] 为了解决上述技术问题,本发明实施例提供了一种汽车故障售后诊断的方法,所述方法包括: [0006] To solve the above problems, embodiments of the present invention provides a method of automobile aftermarket fault diagnosis, said method comprising:

诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器;以及接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 Fault diagnosis apparatus acquires information input by a user, and the acquired fault information to the server; and after-sales server receives the information feedback process and acquires the current user according to the received information sale processing input troubleshooting the results of repair, and the maintenance of the acquired result to the server; wherein said result comprises a failure repair faults resolved and unresolved.

[0007] 其中,在所述获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器的步骤与所述接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器的步骤之间,所述方法进一步包括: Step [0007] wherein, sent to the server in the acquired fault information input by a user, and the acquired failure information to the information server receives the feedback processing sale and acquires the current user according to the reception between the maintenance result input step to process the sale troubleshooting information, and the acquired result to the service server, the method further comprising:

当接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 When receiving an instruction to edit a user of the failure information, said failure information for performing an editing operation, and sends the edited failure information to the server.

[0008] 其中,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 [0008] wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.

[0009] 其中,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策本发明实施例还提供了一种汽车故障售后诊断的方法,所述方法包括: [0009] wherein said process information comprises a sale when a user of the diagnosis fault information temporary countermeasures is given and the quality of the user when the failure information is not a diagnostic quality in accordance with the failure information corresponding to given Measures to solve the long-lasting embodiment of the present invention further provides an automotive aftermarket fault diagnosis, the method comprising:

服务器接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备;以及 The server receives fault information transmitted diagnostic and acquires the user according to the received information sale processing failure information feedback, and transmitting the acquired information to the sale process diagnostic device; and

接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 Receiving a service result transmitted from the diagnostic device; wherein said result comprises a failure repair faults resolved and unresolved.

[0010] 其中,所述方法进一步包括: [0010] wherein said method further comprises:

当检测到所述维修结果为故障已解决时,将所述故障信息及所述售后处理信息进行保存及归档处理。 When the detected result is the maintenance fault is resolved, the fault information and the stored sale information processing and filing process.

[0011] 其中,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 [0011] wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.

[0012] 其中,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策。 [0012] wherein said process information comprises a sale when a user of the diagnosis fault information temporary countermeasures is given and the quality of the user when the failure information is not a diagnostic quality in accordance with the failure information corresponding to given permanent countermeasures.

[0013] 本发明实施例又提供了一种汽车故障售后诊断的方法,所述方法包括: [0013] Method embodiments of the present invention further provides an automotive aftermarket fault diagnosis, said method comprising:

诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; Fault diagnosis apparatus acquires information input by a user, and the acquired fault information to the server;

所述服务器接收所述诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; The server receives the failure information transmitted from the diagnosis apparatus, and acquires the user according to the received information sale processing failure information feedback, and sends the acquired diagnostic information to the sale processing apparatus;

所述诊断设备接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决; The after-sale diagnostic information processing apparatus receives the feedback of the server, and acquires the current user based on the maintenance result input to received troubleshooting information sale processing, and sends the obtained result to the service server; wherein said result comprises a failure repair faults resolved and unresolved;

所述服务器接收所述诊断设备发送的维修结果。 The server receives the service sent by the diagnostic result.

[0014] 其中,所述方法进一步包括: [0014] wherein said method further comprises:

当检测到所述维修结果为故障已解决时,所述服务器将所述故障信息及所述售后处理信息进行保存及归档处理。 When the detected result is the maintenance fault is resolved, the server, the fault information and the stored sale information processing and filing process.

[0015] 其中,在所述诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器的步骤与所述服务器接收所述诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备的步骤之间,所述方法进一步包括: [0015] wherein, sent to the server in the fault diagnostic apparatus acquires information input by a user, and the step of acquiring failure information from the failure diagnostic server receives the information transmitted and acquires the user in accordance with the said sale processing information received failure information feedback, and transmitting the acquired information to the sale process between step diagnostic apparatus, the method further comprising:

当所述诊断设备接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 When the diagnostic device receives a user command to edit information about the fault, the fault information for performing an editing operation, and sends the edited failure information to the server.

[0016] 其中,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 [0016] wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.

[0017] 其中,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策。 [0017] wherein said process information comprises a sale when a user of the diagnosis fault information temporary countermeasures is given and the quality of the user when the failure information is not a diagnostic quality in accordance with the failure information corresponding to given permanent countermeasures.

[0018] 本发明实施例又提供了一种诊断设备,所述诊断设备包括: [0018] Embodiments of the present invention further provides a diagnostic device, the diagnostic device comprising:

故障信息获取及发送单元,用于诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; Fault information acquisition and transmission unit, diagnostic apparatus for obtaining fault information input by a user, and the acquired fault information to the server;

接收及反馈单元,用于接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 And a feedback receiving unit, for processing information received by the server sale feedback and acquires the current maintenance result input by the user according to the received information processing sale and troubleshooting, and maintenance of the acquired result to the said server; wherein said result comprises a failure repair faults resolved and unresolved.

[0019] 其中,所述诊断设备还包括: [0019] wherein said diagnostic apparatus further comprises:

故障信息编辑单元,用于当接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 Failure information editing unit, when receiving the fault information to a user edit instructions, execution of the editing operation failure information, and transmits the fault information after the editing to the server.

[0020] 本发明实施例又提供了一种服务器,所述服务器包括: [0020] Embodiments of the present invention further provides a server, the server comprising:

售后处理反馈单元,用于服务器接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; Sale feedback processing unit, for receiving the server sent by the diagnostic fault information, and acquires the user according to the received information sale processing failure information feedback, and transmitting the acquired information to the sale process diagnostic device;

接收维修结果单元,用于接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 Result receiving unit maintenance, repair results diagnostic apparatus for receiving said transmission; wherein said result comprises a failure repair faults resolved and unresolved.

[0021] 其中,所述服务器还包括: [0021] wherein said server further comprises:

归档单元,用于当检测到所述维修结果为故障已解决时,所述服务器将所述故障信息及所述售后处理信息进行保存及归档处理。 Archive unit, when the detection result to the service fault has been resolved, the server, the fault information and the stored sale information processing and filing process.

[0022] 实施本发明实施例,具有如下有益效果: [0022] Example embodiments of the present invention has the following advantages:

在本发明实施例中,由于通过诊断设备获取用户输入的故障信息,使得现场售后数据及时获取,并通过互联网将故障信息发送给服务器,且接收服务器侧用户给出的售后处理信息进行故障排除以及输出最终的维修结果,从而避免售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,降低了人力成本。 In an embodiment of the present invention, since the acquired fault information input by the user through the diagnostic device, so that timely access to the data sale site, and transmits the failure information to the server via the Internet, and the sale process the received information given by the user on the server side and troubleshooting the final output of the results of repair, to avoid after-sale problems troubleshooting lag analysis, tracking and support is not in place to address the situation appeared low efficiency, reduce labor costs.

附图说明 BRIEF DESCRIPTION

[0023] 为了更清楚地说明本发明实施例或现有技术中的技术方案,下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍,显而易见地,下面描述中的附图仅仅是本发明的一些实施例,对于本领域普通技术人员来讲,在不付出创造性劳动性的前提下,根据这些附图获得其他的附图仍属于本发明的范畴。 [0023] In order to more clearly illustrate the technical solutions in the embodiments or the prior art embodiment of the present invention, briefly introduced hereinafter, embodiments are described below in the accompanying drawings or described in the prior art needed to be used in describing the embodiments the drawings are only some embodiments of the present invention, those of ordinary skill in the art is concerned, without any creative effort, and is obtained according to these drawings is still scope of the invention other drawings.

[0024]图1为本发明实施例提供的汽车故障售后诊断的方法的一个实施例的流程图; Flow diagram of one embodiment of the method provided by aftermarket vehicle fault diagnostic [0024] FIG. 1 of the present invention;

图2为本发明实施例提供的汽车故障售后诊断的方法的另一个实施例的流程图; 2 a flowchart of another embodiment of a method provided by aftermarket vehicle fault diagnostic embodiment of the present invention embodiment;

图3为本发明实施例提供的汽车故障售后诊断的方法的又一个实施例的流程图; A flowchart of another embodiment of a method provided by aftermarket vehicle fault diagnostic embodiment of the present invention FIG 3;

图4为图1至图3中汽车故障售后诊断的方法应用场景的流程图; FIG 4 is a flowchart 1 to 3 aftermarket vehicle fault diagnosis method of application scenario of Figure 1;

图5为本发明实施例提供的诊断设备的一个实施例的结构示意图; Structure of one embodiment of the FIG. 5 embodiment diagnostic apparatus according to an embodiment of the present invention, a schematic diagram;

图6为本发明实施例提供的服务器的一个实施例的结构示意图。 FIG 6 schematic structural diagram of one embodiment of a server provided by the embodiment of the present invention.

具体实施方式 detailed description

[0025] 为使本发明的目的、技术方案和优点更加清楚,下面将结合附图对本发明作进一步地详细描述。 [0025] To make the objectives, technical solutions, and advantages of the present invention will become apparent in conjunction with the accompanying drawings below of the present invention will be described in further detail.

[0026] 如图1所示,为本发明实施例提供的一种汽车故障售后诊断的方法的实施例,在该实施例中,所述方法示出了诊断设备侧的处理流程,具体包括: [0026] FIG. 1, the present embodiment of a method of an automotive aftermarket fault diagnosis according to an embodiment of the invention, in this embodiment, the method shows the processing flow of the diagnosis apparatus side, comprises:

步骤S101、诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; 具体过程为,诊断设备侧用户(如现场维修人员)在排查车辆故障过程中,一旦解决不了故障时,就需要通过互联网向服务器侧用户(如厂家技术支持人员和专家)进行求助。 Step S101, the failure diagnosis device acquires information input by a user, and the acquired fault information to the server; specific process, the user side of the diagnostic device (such as field service personnel) in the investigation of the vehicle during a fault, the fault can not be resolved once when, on the need for assistance to the server-side user (such as manufacturers of technical experts and support staff) via the Internet. 此时,诊断设备侧用户在现场收集车辆的故障信息,如用户信息、车辆基本信息、故障排查信息以及故障数据及资料等,并将该故障信息先录入到诊断设备中,实现现场数据能够及时获取。 In this case, the diagnostic device collects the user-side scene of the vehicle failure information, such as user information, the basic information of the vehicle, troubleshooting information, and fault information data and the like, and the first failure information entered into the diagnostic apparatus for on-site data can be promptly Obtain. 其中,用户信息包括维修店名和维修人员个人信息等;车辆基本信息包括故障标题、车型、车架号、发动机号、生产日期和里程数等;故障排查信息包括故障发生零件情况,故障排查步骤,故障复现条件等;故障数据及资料包括故障排查过程中ECU (ElectronicControl Unit,车载电脑)记录的实时数据、故障码等,或故障排查过程中拍摄的图片以及录制成的声音和视频; Wherein the user information includes maintenance and repair personnel name to personal information or the like; basic information including the failure of the vehicle heading, vehicle, frame number, engine number, manufacturing date and the number of mileage and the like; parts including troubleshooting information, the fault troubleshooting step, failure Replay conditions; failure data and information, including the troubleshooting process in ECU (ElectronicControl Unit, on-board computer) data in real-time, fault codes and other records, or the troubleshooting process pictures taken and recorded as voice and video;

待诊断设备获取到用户输入的前述故障信息后,可将获取到的故障信息发送至服务器,给远端的厂家技术支持人员和专家进行诊断。 After the fault diagnosis apparatus acquires information input by the user, it can be acquired fault information to the server, to the factory technical support personnel and remote expert diagnosis.

[0027] 为了使得前述故障信息更完善且具有正确性,便于远端的厂家技术支持人员和专家进行故障诊断,因此所述方法进一步包括:当接收到用户对前述故障信息进行编辑的指令时,执行对前述故障信息进行编辑操作,并将编辑后的故障信息发送至服务器。 [0027] In order to make the failure information and having better accuracy, facilitating factory technical support personnel and remote troubleshooting experts, so the method further comprises: when receiving an instruction to edit a user of the failure information, performing the editing operation fault information, the fault information sent to the server and editing.

[0028] 步骤S102、接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 [0028] Step S102, the server receives feedback information on the sale of the process, and acquires the current user to enter maintenance result after sale troubleshooting process according to the received information, and the acquired result to the service server; wherein said result comprises a failure repair faults resolved and unresolved.

[0029] 具体过程为,诊断设备接收到服务器侧用户根据前述故障信息给出的具体售后处理信息,比如当服务器侧用户诊断故障信息为质量问题时,给出临时解决对策,或比如当服务器侧用户诊断故障信息不为质量问题时,根据故障信息给出对应的恒久解决对策;其中,对策包括故障的排查思路及步骤等; [0029] The specific process, the diagnostic device receives the server-side information according to the specific sale processing the fault information is given, such as when the server side user diagnostic fault information quality, give temporary countermeasures, such as when the server side, or diagnostic fault information when the user is not a quality problem, according to the information given permanent fault corresponding countermeasures; wherein fault troubleshooting countermeasure comprises the step of ideas and the like;

此时,诊断设备侧用户通过该售后处理信息对车辆进行维修及故障排除,并将维修结果输入至诊断设备上并发送给服务器,如将故障已解决的结果发送给服务器,或如将故障未解决的结果发送给服务器,以便于服务器侧用户知悉给出的售后处理信息是否能够成功排除车辆故障。 In this case, the user of the vehicle diagnostic apparatus side by the after-sales service processing information and troubleshooting, and maintenance result input device and sent to the diagnostic server, as will send the results to server failure resolved, or if not the fault results solved sent to the server process in order to know whether the sale of the information given in the failure to successfully exclude the server side of the vehicle user.

[0030] 如图2所示,为本发明实施例提供的另一种汽车故障售后诊断的方法的实施例,在该实施例中,所述方法示出了服务器侧的处理流程,具体包括: [0030] 2, the method of the present embodiment, another automobile aftermarket fault diagnosis according to an embodiment of the invention, in this embodiment, the method shows a process flow of the server side, comprises:

步骤S201、服务器接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; Step S201, the server receives fault information transmitted diagnostic and acquires sale processing user feedback information according to the received failure information, and sends the acquired diagnostic information to the sale processing apparatus;

具体过程为,服务器接收诊断设备发送的故障信息,如用户信息、车辆基本信息、故障排查信息以及故障数据及资料等,并将该故障信息先录入到诊断设备中。 Specific process, the server receives the fault diagnosis information transmitting apparatus, such as user information, the basic information of the vehicle, troubleshooting information, and fault information data and the like, and the first failure information entered into the diagnostic apparatus. 其中,用户信息包括维修店名和维修人员个人信息等;车辆基本信息包括故障标题、车型、车架号、发动机号、生产日期和里程数等;故障排查信息包括故障发生零件情况,故障排查步骤,故障复现条件等;故障数据及资料包括故障排查过程中ECU记录的实时数据、故障码等,或故障排查过程中拍摄的图片以及录制成的声首和视频; Wherein the user information includes maintenance and repair personnel name to personal information or the like; basic information including the failure of the vehicle heading, vehicle, frame number, engine number, manufacturing date and the number of mileage and the like; parts including troubleshooting information, the fault troubleshooting step, failure Replay conditions; failure data and information, including real-time data during troubleshooting ECU records, fault codes, or in the troubleshooting process pictures taken and recorded as the first sound and video;

此时,服务器侧用户(如厂家技术支持人员和专家)下载故障信息进行线下分析并推测故障产生的原因,从而给出相对应的售后处理信息,比如当服务器侧用户诊断故障信息为质量问题时,给出临时解决对策,或比如当服务器侧用户诊断故障信息不为质量问题时,根据故障信息给出对应的恒久解决对策;其中,对策包括故障的排查思路及步骤等; 前述售后处理信息将会输入至服务器中,并通过互联网发送至远端的诊断设备,以便于诊断设备侧用户(即现场维修人员)根据前述售后处理信息对车辆故障进行排除,从而避免售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,降低了人力成本。 In this case, the server side of the user (e.g., factory technical support personnel and expert), download fault information and the line Analysis of presumed cause of the failure, to give the corresponding sale information processing, such as when the server-side user information quality diagnostic fault when given temporary countermeasures, such as when the server side or the user information is not a fault diagnostic quality, long-lasting given corresponding countermeasures in accordance with the fault information; wherein, the fault countermeasure including troubleshooting step ideas and the like; the sale process information It will be input to the server, and sent via the Internet to the remote diagnostic device, the diagnostic device so that the user side (i.e., on-site maintenance personnel) to the exclusion of the preceding vehicle fault information sale processing, thus avoiding problems sale troubleshooting analysis lag, tracking not in place and support to solve the low efficiency situation occurs, reduce labor costs.

[0031] 步骤S202、接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 [0031] Step S202, the receiving device transmits the diagnostic result of the service; wherein said result comprises a failure repair faults resolved and unresolved.

[0032] 具体过程为,服务器接收诊断设备侧用户通过该售后处理信息对车辆进行维修及故障排除后上传的维修结果,其中,维修结果包括故障已解决和故障未解决,以便于服务器侧用户知悉给出的售后处理信息是否能够成功排除车辆故障。 [0032] The specific process, the server to receive diagnostic apparatus-side user of vehicle maintenance and troubleshooting maintenance result uploaded by the sale processing information, wherein the results of repair including the fault has been resolved, and the fault is not resolved, so that it knows the server side user whether the sale process the information given to successfully exclude vehicle breakdowns.

[0033] 更进一步的,所述方法进一步包括:当检测到维修结果为故障已解决时,将故障信息及售后处理信息进行保存及归档处理,以便于形成诊断经验,用于指导后续类似故障的解决。 [0033] Still further, the method further comprising: upon detection of the fault repair results resolved, and after the fault information processing and information storage archive processing, so as to form the diagnostic experience to guide subsequent similar failures solve.

[0034] 如图3所示,为本发明实施例提供的又一种汽车故障售后诊断的方法的实施例,在该实施例中,所述方法示出了诊断设备侧和服务器侧的处理流程,具体包括: [0034] FIG. 3, the present embodiment of a method and an automobile aftermarket fault diagnosis according to an embodiment of the invention, in this embodiment, the method is shown a process flow diagnostic device side and the server side , including:

步骤S301、诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; Step S301, the failure diagnosis device acquires information input by a user, and the acquired fault information to the server;

具体过程为,诊断设备侧用户(如现场维修人员)在排查车辆故障过程中,一旦解决不了故障时,就需要通过互联网向服务器侧用户(如厂家技术支持人员和专家)进行求助。 Specific process, diagnostic equipment side users (such as field service personnel) in the course of the investigation vehicle fault, once the fault can not be resolved on the need for assistance to the server-side user (such as manufacturers of technical experts and support staff) via the Internet. 此时,诊断设备侧用户在现场收集车辆的故障信息,如用户信息、车辆基本信息、故障排查信息以及故障数据及资料等,并将该故障信息先录入到诊断设备中,实现现场数据能够及时获取。 In this case, the diagnostic device collects the user-side scene of the vehicle failure information, such as user information, the basic information of the vehicle, troubleshooting information, and fault information data and the like, and the first failure information entered into the diagnostic apparatus for on-site data can be promptly Obtain. 其中,用户信息包括维修店名和维修人员个人信息等;车辆基本信息包括故障标题、车型、车架号、发动机号、生产日期和里程数等;故障排查信息包括故障发生零件情况,故障排查步骤,故障复现条件等;故障数据及资料包括故障排查过程中ECU (ElectronicControl Unit,车载电脑)记录的实时数据、故障码等,或故障排查过程中拍摄的图片以及录制成的声音和视频; Wherein the user information includes maintenance and repair personnel name to personal information or the like; basic information including the failure of the vehicle heading, vehicle, frame number, engine number, manufacturing date and the number of mileage and the like; parts including troubleshooting information, the fault troubleshooting step, failure Replay conditions; failure data and information, including the troubleshooting process in ECU (ElectronicControl Unit, on-board computer) data in real-time, fault codes and other records, or the troubleshooting process pictures taken and recorded as voice and video;

待诊断设备获取到用户输入的前述故障信息后,可将获取到的故障信息发送至服务器,给远端的厂家技术支持人员和专家进行诊断。 After the fault diagnosis apparatus acquires information input by the user, it can be acquired fault information to the server, to the factory technical support personnel and remote expert diagnosis.

[0035] 为了使得前述故障信息更完善且具有正确性,便于远端的厂家技术支持人员和专家进行故障诊断,因此所述方法进一步包括:当接收到用户对前述故障信息进行编辑的指令时,执行对前述故障信息进行编辑操作,并将编辑后的故障信息发送至服务器。 [0035] In order to make the failure information and having better accuracy, facilitating factory technical support personnel and remote troubleshooting experts, so the method further comprises: when receiving an instruction to edit a user of the failure information, performing the editing operation fault information, the fault information sent to the server and editing.

[0036] 步骤S302、所述服务器接收所述诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; [0036] Step S302, the server receives the failure information transmitted from the diagnosis apparatus, and acquires the user according to the received information sale processing failure information feedback, and transmitting the acquired information to the sale process diagnostic equipment;

具体过程为,服务器接收诊断设备发送的前述故障信息,服务器侧用户(如厂家技术支持人员和专家)下载故障信息进行线下分析并推测故障产生的原因,从而给出相对应的售后处理信息,比如当服务器侧用户诊断故障信息为质量问题时,给出临时解决对策,或比如当服务器侧用户诊断故障信息不为质量问题时,根据故障信息给出对应的恒久解决对策;其中,对策包括故障的排查思路及步骤等; Specific process, the server receives the fault diagnosis apparatus information transmitted from the server side of the user (e.g., factory technical support personnel and expert), download fault information and the line Analysis of presumed cause of the failure, to give the corresponding sale information processing, For example, when the server-side user information fault diagnostic quality, give temporary countermeasures, such as when the server side or the user information is not a fault diagnostic quality, long-lasting given corresponding countermeasures in accordance with the fault information; wherein, the fault countermeasure comprises the ideas and troubleshooting steps and the like;

前述售后处理信息将会输入至服务器中,并通过互联网发送至远端的诊断设备,以便于诊断设备侧用户(即现场维修人员)根据前述售后处理信息对车辆故障进行排除,从而避免售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,降低了人力成本。 The sale will be input to the information processing server, and transmitted to the distal end of the diagnostic device via the Internet, in order (i.e., field service personnel) the sale information processing vehicle fault diagnostic apparatus according to a negative side of a user, thereby preventing sale Analysis investigation lag, tracking is not in place and support to solve the low efficiency situation occurs, reduce labor costs.

[0037] 步骤S303、所述诊断设备接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决; [0037] step S303, the sale of the information processing apparatus receives the feedback diagnostic server, and acquires the current user based on the maintenance result input process received sale information troubleshooting, and maintenance of the results obtained transmitted to the server; wherein said result comprises a failure repair faults resolved and unresolved;

具体过程为,诊断设备接收到服务器侧用户根据前述故障信息给出的具体售后处理信息,通过该售后处理信息对车辆进行维修及故障排除,并将维修结果输入至诊断设备上并发送给服务器,如将故障已解决的结果发送给服务器,或如将故障未解决的结果发送给服务器。 Specific process, the diagnostic device receives the server-side information according to the specific sale processing the fault information given by the information processing aftermarket vehicle maintenance and troubleshooting, and inputs the result to the service server sends the diagnostic device, the results of such failure has been resolved will be sent to the server, or as a result of the failure to send to the server unresolved.

[0038] 步骤S304、所述服务器接收所述诊断设备发送的维修结果。 [0038] step S304, the server receives a service result transmitted from the diagnostic apparatus.

[0039] 具体过程为,服务器接收诊断设备侧用户通过该售后处理信息对车辆进行维修及故障排除后上传的维修结果,以便于服务器侧用户知悉给出的售后处理信息是否能够成功排除车辆故障。 [0039] The specific process, the server side to receive diagnostic apparatus through which a user of the vehicle aftermarket repair process information and maintenance troubleshooting result uploaded to know whether the information given sale process to successfully exclude the failure to the server side of the vehicle user.

[0040] 更进一步的,所述方法进一步包括:当检测到维修结果为故障已解决时,将故障信息及售后处理信息进行保存及归档处理,以便于形成诊断经验,用于指导后续类似故障的解决。 [0040] Still further, the method further comprising: upon detection of the fault repair results resolved, and after the fault information processing and information storage archive processing, so as to form the diagnostic experience to guide subsequent similar failures solve.

[0041] 如图4所示,对本发明实施例中的汽车故障售后诊断的方法应用场景进一步说明: [0041] As shown in FIG. 4, the method of application scenarios automotive aftermarket fault diagnosis in the embodiment of the present invention is further described:

第一步、以某车型为例,现场维修人员根据经验排查车辆故障,车辆发现较难解决的电气问题(例如发动机启动困难),向主机厂求助解决; The first step to some models, for example, on-site maintenance personnel based on experience troubleshooting vehicle breakdown, vehicle found an electrical problem more difficult to solve (such as difficulty in starting the engine), to help solve OEMs;

第二步、现场维修人员使用诊断设备扫描车辆内部ECU故障信息,发现EMS等节点的故障码,打开集成在诊断设备上的诊断案例模块,将故障信息进行录入,如个人信息及维修店信息,车辆基本信息,车辆故障,故障现象(如发动机在点火后,启动出现拖滞或启动不了等),并记录重现故障步骤,将采集故障发生时的故障数据及录制故障现场视频通过网络上传至服务器,等待厂家反馈的售后处理信息; The second step, on-site maintenance personnel to use diagnostic equipment to scan internal ECU fault information of the vehicle, found fault codes EMS and other nodes, integrated open on diagnostic equipment diagnostic module case, the fault information input, such as personal information and repair shop information, basic vehicle information, vehicle breakdown, failure phenomena (such as the engine after the ignition, start or not start dragging appearance, etc.), and record the steps to reproduce the fault, the fault data collection and fault recording live video when uploaded to the network failure server, waits for aftermarket manufacturers feedback processing information;

第三步、如需要对上述故障信息进行编辑(如补充信息),可再次修改后提交; The third step, if necessary, editing the failure information (such as the supplementary information), may be re-submitted after modification;

第四步、厂家技术支持人员和专家在服务器端查看诊断案例,通过现场维修人员推送过来的故障信息进行数据分析并推测故障原因; The fourth step, factory technical support staff and experts in server-side view diagnostic cases, pushed up by field service personnel fault information for data analysis and speculated that the cause;

第五步、厂家技术支持人员和专家一旦诊断出故障信息为质量问题(属于故障不明类别),不能永久解决故障,可给出临时解决对策;一旦诊断出故障信息不为质量问题,则就能够确定故障原因,从而给出恒久解决对策; The fifth step, factory technical support staff and experts once diagnosed fault information quality problem (a fault unknown class), can not permanently solve the problem, can be given temporary countermeasures; once diagnosed fault information is not a quality problem, it will be able to to determine the cause of the failure to give long-lasting Solutions;

第六步、现场维修人员获得服务器传送回来的解决对策(即售后处理信息),并根据解决对策对车辆进行故障排除,当然厂家技术支持人员和专家可在线进行指导; The sixth step, on-site maintenance personnel to obtain countermeasures server sent back (ie after-sale processing information), and the vehicle according to troubleshoot Solutions, of course, factory technical support staff and experts available online for guidance;

第七步、现场维修人员将维修结果反馈给服务器; The seventh step, on-site maintenance personnel will repair the results back to the server;

第八步、待问题解决后,将案例归档,存储在服务器数据库内,形成诊断经验,指导后续类似故障。 The eighth step, until the problem is solved, the case will be archived, stored in the server database, the formation of diagnostic experience to guide follow similar failures.

[0042] 如图5所示,为本发明实施例提供的一种诊断设备,所述诊断设备包括: [0042] 5 A diagnostic apparatus according to an embodiment of the present invention, the diagnostic apparatus comprising:

故障信息获取及发送单元510,用于获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; And transmitting the failure information acquisition unit 510 for acquiring the fault information input by a user, and the acquired fault information to the server;

接收及反馈单元520,用于接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 And a feedback receiving unit 520, processing for after-sales server receives the feedback information, and acquires the current user to enter maintenance result after sale troubleshooting process according to the received information, and the acquired result to the service the server; wherein said result comprises a failure repair faults resolved and unresolved.

[0043] 其中,所述诊断设备还包括: [0043] wherein said diagnostic apparatus further comprises:

故障信息编辑单元530,用于当接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 Failure information editing unit 530, when receiving an instruction to edit a user of the failure information, said failure information for performing an editing operation, and sends the edited failure information to the server.

[0044] 如图6所示,为本发明实施例提供的一种服务器,所述服务器包括: [0044] As shown in FIG. 6, A server according to an embodiment of the present invention, the server comprising:

售后处理反馈单元610,用于接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; Sale feedback processing unit 610, configured to receive diagnostic fault information transmitted and acquires sale processing user feedback information according to the received failure information, and sends the acquired diagnostic information to the sale processing apparatus;

接收维修结果单元620,用于接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 Result receiving unit 620 maintenance, repair results for diagnosis apparatus receiving the transmission; wherein said result comprises a failure repair faults resolved and unresolved.

[0045] 其中,所述服务器还包括: [0045] wherein said server further comprises:

归档单元630,用于当检测到所述维修结果为故障已解决时,所述服务器将所述故障信息及所述售后处理信息进行保存及归档处理。 Archive unit 630, when the detection result is to repair the fault has been resolved, the server, the fault information and the stored sale information processing and filing process.

[0046] 实施本发明实施例,具有如下有益效果: [0046] Example embodiments of the present invention has the following advantages:

在本发明实施例中,由于通过诊断设备获取用户输入的故障信息,使得现场售后数据及时获取,并通过互联网将故障信息发送给服务器,且接收服务器侧用户给出的售后处理信息进行故障排除以及输出最终的维修结果,从而避免售后问题分析排查滞后、跟踪不到位及支撑解决效率低等状况出现,降低了人力成本。 In an embodiment of the present invention, since the acquired fault information input by the user through the diagnostic device, so that timely access to the data sale site, and transmits the failure information to the server via the Internet, and the sale process the received information given by the user on the server side and troubleshooting the final output of the results of repair, to avoid after-sale problems troubleshooting lag analysis, tracking and support is not in place to address the situation appeared low efficiency, reduce labor costs.

[0047] 值得注意的是,上述系统实施例中,所包括的各个系统单元只是按照功能逻辑进行划分的,但并不局限于上述的划分,只要能够实现相应的功能即可;另外,各功能单元的具体名称也只是为了便于相互区分,并不用于限制本发明的保护范围。 [0047] Notably, the above-described system embodiments, various units included in the system are divided only in accordance with the logic function, but are not limited to the division, as long as the corresponding functions can be achieved; In addition, functional cell specific names for convenience only distinguished from each other, are not intended to limit the scope of the present invention.

[0048] 本领域普通技术人员可以理解实现上述实施例方法中的全部或部分步骤是可以通过程序来指令相关的硬件来完成,所述的程序可以存储于一计算机可读取存储介质中,所述的存储介质,如R0M/RAM、磁盘、光盘等。 [0048] Those of ordinary skill in the art may understand that the above-described embodiment, all or part of the method steps may be relevant hardware instructed by a program, the program may be stored in a computer readable storage medium, the described storage medium, such as R0M / RAM, magnetic disk, optical disk.

[0049] 以上所揭露的仅为本发明一种较佳实施例而已,当然不能以此来限定本发明之权利范围,因此依本发明权利要求所作的等同变化,仍属本发明所涵盖的范围。 [0049] The above descriptions are merely exemplary embodiments of the present invention, it, of course, not intended to limit the scope of the invention, therefore equivalent changes made under this invention as claimed in claim still covered by the scope of the present invention .

Claims (17)

  1. 1.一种汽车故障售后诊断的方法,其特征在于,所述方法包括: 诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器;以及接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 CLAIMS 1. An automotive aftermarket fault diagnosis, wherein the method comprises: a fault diagnosis apparatus acquires information input by a user, and the acquired fault information to the server; and said server receiving feedback aftermarket processing information, and acquires the current user to enter maintenance result after sale troubleshooting process according to the received information, and sends the obtained result to the service server; wherein said result comprises a failure repair and resolved the fault is not resolved.
  2. 2.如权利要求1所述的方法,其特征在于,在所述获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器的步骤与所述接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器的步骤之间,所述方法进一步包括: 当接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 2. The method of claim 1, the processing server feedback of sale, characterized in that, in obtaining the fault information input by a user, and the acquired fault information transmitting step to the server with the receiver information, and acquires the current user based on the maintenance result input to received troubleshooting information sale processing, and sends the obtained result to the service server between step, the method further comprising: when receiving to the user's editing instructions of the failure information, said failure information for performing an editing operation, and sends the edited failure information to the server.
  3. 3.如权利要求1或2所述的方法,其特征在于,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 3. The method of claim 1 or claim 2, wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.
  4. 4.如权利要求1或2所述的方法,其特征在于,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策。 4. The method according to claim 1, wherein said process information comprises a sale when a user Solutions temporary fault diagnosis is given when the quality of the diagnostic information and the failure information when the user is not Solutions according to the permanent failure information corresponding to the mass analysis problems.
  5. 5.一种汽车故障售后诊断的方法,其特征在于,所述方法包括: 服务器接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备;以及接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 5. An automotive aftermarket fault diagnosis, wherein the method comprises: a server apparatus receiving the transmitted diagnostic fault information, and acquires sale processing user feedback information according to the received failure information, and the processing the acquired information to the sale diagnostic apparatus; maintenance and the diagnostic result receiving apparatus transmitted; wherein said result comprises a failure repair faults resolved and unresolved.
  6. 6.如权利要求5所述的方法,其特征在于,所述方法进一步包括: 当检测到所述维修结果为故障已解决时,将所述故障信息及所述售后处理信息进行保存及归档处理。 6. The method according to claim 5, characterized in that, said method further comprising: when detecting that the service is a result of failure has been resolved, the fault information and the stored sale information processing and filing process .
  7. 7.如权利要求5或6所述的方法,其特征在于,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 7. The method of claim 5 or claim 6, wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.
  8. 8.如权利要求5或6所述的方法,其特征在于,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策。 8. The method of claim 5 or claim 6, wherein said process information comprises a sale when a user Solutions temporary fault diagnosis is given when the quality of the diagnostic information and the failure information when the user is not Solutions according to the permanent failure information corresponding to the mass analysis problems.
  9. 9.一种汽车故障售后诊断的方法,其特征在于,所述方法包括: 诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; 所述服务器接收所述诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; 所述诊断设备接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决; 所述服务器接收所述诊断设备发送的维修结果。 9. An automotive aftermarket fault diagnosis, wherein the method comprises: a fault diagnosis apparatus acquires information input by a user, and the acquired fault information to the server; the server receives the diagnostic device transmitting failure information and acquires sale processing user feedback information according to the received failure information, and sends the acquired diagnostic information to the sale processing apparatus; aftermarket the diagnostic server apparatus receives the feedback processing information, and acquires the current user to enter maintenance result after sale troubleshooting process according to the received information, and sends the obtained result to the service server; wherein said result comprises a failure repair and resolved fault is not resolved; the server receives the service sent by the diagnostic result.
  10. 10.如权利要求9所述的方法,其特征在于,所述方法进一步包括: 当检测到所述维修结果为故障已解决时,所述服务器将所述故障信息及所述售后处理信息进行保存及归档处理。 10. The method according to claim 9, wherein said method further comprises: upon detecting that the service is a result of failure has been resolved, the server, the fault information and the processing information stored sale and archive processing.
  11. 11.如权利要求9所述的方法,其特征在于,在所述诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器的步骤与所述服务器接收所述诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备的步骤之间,所述方法进一步包括: 当所述诊断设备接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 11. The method according to claim 9, wherein the user input information, a fault of the diagnostic device, and the step of acquiring failure information sent to the server and the server receives the diagnostic device transmitting failure information and acquires the user according to the received information sale processing failure information feedback, and the acquired information to the sale process between step diagnostic apparatus, the method further comprising: when the diagnostic device receives a user command to edit information about the fault, the fault information for performing an editing operation, and sends the edited failure information to the server.
  12. 12.如权利要求9至11中任一项所述的方法,其特征在于,所述故障信息包括用户信息、车辆基本信息、故障排查信息以及故障数据及资料。 9 to 12. The method according to claim 11, wherein the failure information includes user information, the basic information of the vehicle, troubleshooting information, and fault data and information.
  13. 13.如权利要求9至11中任一项所述的方法,其特征在于,所述售后处理信息包括当用户诊断所述故障信息为质量问题时给出的临时解决对策和当用户诊断所述故障信息不为质量问题时根据所述故障信息给出的对应恒久解决对策。 13. The method according to any one of claims 9 to 11, wherein said process information comprises a sale when a user temporary Solutions diagnostic information when said failure analysis and quality of the user when the diagnostic Solutions according to the permanent failure information corresponding to the failure information is not given to the quality problems.
  14. 14.一种诊断设备,其特征在于,所述诊断设备包括: 故障信息获取及发送单元,用于诊断设备获取用户输入的故障信息,并将所述获取到的故障信息发送至服务器; 接收及反馈单元,用于接收所述服务器反馈的售后处理信息,并获取当前用户根据所述接收到的售后处理信息排除故障后输入的维修结果,且将所述获取到的维修结果发送至所述服务器;其中,所述维修结果包括故障已解决和故障未解决。 14. A diagnostic apparatus, characterized in that, said diagnostic device comprising: a fault information acquisition and transmission unit, diagnostic apparatus for obtaining fault information input by a user, and the acquired fault information to the server; receiving and feedback means for processing information received by the server sale feedback and acquires the current user based on the maintenance result input to received troubleshooting information sale processing, and sends the obtained result to the service server ; wherein said result comprises a failure repair faults resolved and unresolved.
  15. 15.如权利要求14所述的诊断设备,其特征在于,所述诊断设备还包括: 故障信息编辑单元,用于当接收到用户对所述故障信息进行编辑的指令时,执行对所述故障信息进行编辑操作,并将所述编辑后的故障信息发送至所述服务器。 15. The diagnostic device according to claim 14, wherein said diagnostic apparatus further comprising: failure information editing unit, when receiving an instruction to edit a user of the failure information, execution of the fault editing operation information, and transmits the fault information after the editing to the server.
  16. 16.一种服务器,其特征在于,所述服务器包括: 售后处理反馈单元,用于服务器接收诊断设备发送的故障信息,并获取用户根据所述接收到的故障信息反馈的售后处理信息,且将所述获取到的售后处理信息发送至所述诊断设备; 接收维修结果单元,用于接收所述诊断设备发送的维修结果;其中,所述维修结果包括故障已解决和故障未解决。 16. A server, wherein the server includes: a feedback sale processing unit, for receiving the server sent by the diagnostic fault information, and acquires sale processing user feedback information according to the received failure information, and the processing the acquired information to the sale diagnostic apparatus; maintenance result receiving means for receiving a service result transmitted from the diagnostic device; wherein said result comprises a failure repair faults resolved and unresolved.
  17. 17.如权利要求16所述的服务器,其特征在于,所述服务器还包括: 归档单元,用于当检测到所述维修结果为故障已解决时,所述服务器将所述故障信息及所述售后处理信息进行保存及归档处理。 17. The server according to claim 16, wherein said server further comprising: archive means for detecting when the result of the repair is a fault has been resolved, the server, the fault information and the sale and processing of information saved and archive processing.
CN 201510409060 2015-07-14 2015-07-14 Vehicle failure after-sale diagnosis method and diagnosis equipment and server CN105045257A (en)

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