CN106911494A - A kind of failure solution and device - Google Patents
A kind of failure solution and device Download PDFInfo
- Publication number
- CN106911494A CN106911494A CN201610519877.0A CN201610519877A CN106911494A CN 106911494 A CN106911494 A CN 106911494A CN 201610519877 A CN201610519877 A CN 201610519877A CN 106911494 A CN106911494 A CN 106911494A
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- Prior art keywords
- failure
- user
- fault
- operation behavior
- solution
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0654—Management of faults, events, alarms or notifications using network fault recovery
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0677—Localisation of faults
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- Engineering & Computer Science (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Debugging And Monitoring (AREA)
Abstract
The application is related to communication technical field, more particularly to a kind of failure solution and device, is used to realize, in client failure behavior, corresponding fault solution is obtained in time.The embodiment of the present application provides a kind of failure solution, including：Client control user's operation behavior；When the response failure of user's operation behavior is monitored, the corresponding fault message of user's operation behavior is determined；Fault solution corresponding with the fault message is provided.The above-mentioned fault solution that the application is provided can realize monitoring to unique user operation behavior in client, after the response failure of user's operation behavior is monitored, corresponding fault solution is provided, it is achieved thereby that in time, effectively for unique user provides fault solution, improve Consumer's Experience.
Description
Technical field
The application is related to communication technical field, more particularly to a kind of failure solution and device.
Background technology
At present, increasing user begins to use terminal device to operate various applications (app).User is operation app's
During, can be potentially encountered because a variety of causes causes the situation of operation failure.
Application server has typically set up a set of monitoring system, and certain operation in app is monitored corresponding is unsuccessfully counted
Amount can take certain troubleshooting measure when exceeding certain threshold value.
When application server performs failure monitoring, in the whole network acquisition monitoring data, because monitoring data reporting links compare
It is long, cannot generally collect real-time monitoring data.In addition, the main purpose that application server performs monitoring is to monitor clothes
Business device whether there is the problems such as serv-fail, machine of delaying, great program error, correspondingly, also be directed to when troubleshooting is carried out
Mistake in application server or application program is processed.
It can be seen that, application server performs the mode of failure monitoring treatment, on the one hand because failure reporting links are more long, it is impossible to
Failure behavior to client is effectively monitored, and on the other hand, failure monitoring is performed due to not being directed to unique user,
When unique user runs into the situation of operation failure, will be unable to be paid close attention to and obtain corresponding fault solution in time.
The content of the invention
The embodiment of the present application provides a kind of failure solution and device, is used to realize in client failure behavior
When, corresponding fault solution is obtained in time.
The embodiment of the present application provides a kind of failure solution, including：
Client control user's operation behavior；
When the response failure of user's operation behavior is monitored, the corresponding fault message of user's operation behavior is determined；
Fault solution corresponding with the fault message is provided.
Alternatively, offer fault solution corresponding with the fault message, including：
Judge whether user's operation behavior of the response failure meets failure and solve trigger condition；
When user's operation behavior of the response failure meets failure solves trigger condition, there is provided with the fault message
Corresponding fault solution.
Alternatively, the failure solves at least one during trigger condition includes following condition：
The number of times of user's operation behavior continuous response failure is more than the first given threshold；
User's operation behavior responds the total degree of failure more than the second given threshold in nearest preset duration.
Alternatively, before offer fault solution corresponding with the fault message, also include：
In the solution storehouse of client, fault solution corresponding with the fault message is searched；Or,
Fault solution corresponding with the fault message is obtained to server request.
Alternatively, fault solution corresponding with the fault message includes at least one in following information：
Scheme information for releasing failure；
Prompting user actively contacts the prompt message of customer service.
The above-mentioned fault solution that the application is provided can realize monitoring to unique user operation behavior in client,
When the response failure of user's operation behavior is monitored, corresponding fault solution can be in time provided.It is achieved thereby that in time,
Effectively for unique user provides fault solution, Consumer's Experience is improved.
The embodiment of the present application provides a kind of failure solving device, including：
Monitoring module, for monitoring user operation behavior；
Determining module, for when the response failure of user's operation behavior is monitored, determining that user's operation behavior is corresponding
Fault message；
Processing module, for providing fault solution corresponding with the fault message.
The failure solving device that the application is provided can realize monitoring to unique user operation behavior in client, work as prison
After controlling the response failure of user's operation behavior, corresponding fault solution can be provided, it is achieved thereby that being in time, effectively
Unique user provides fault solution, improves Consumer's Experience.
Brief description of the drawings
In order to illustrate more clearly of the technical scheme in the embodiment of the present application, below will be to make needed for embodiment description
Accompanying drawing is briefly introduced, it should be apparent that, drawings in the following description are only some embodiments of the present application, for this
For the those of ordinary skill in field, without having to pay creative labor, it can also be obtained according to these accompanying drawings
His accompanying drawing.
Fig. 1 is that the embodiment of the present application realizes the schematic diagram that failure is solved in client；
The failure solution flow chart that Fig. 2 is provided for the embodiment of the present application；
The failure solving device structural representation that Fig. 3 is provided for the embodiment of the present application.
Specific embodiment
User when the situation of operation failure is run into during using application, typically can only oneself trouble-shooting reason,
Attempt solving failure.This process needs the time for spending typically long, and also cannot may finally effectively be solved
Certainly scheme.It is related to user's vital interests to have and much apply the operation being related to, such as fund buys in redemption, and various funds turn
Enter to produce, when such operation failure, user can be more panic, experience very poor.The application provide just one kind can be certainly
Thought dynamic, that corresponding failure solution is provided for unique user in time.
Application scheme is realized in the client of APP.As shown in figure 1, the application is monitored by being set in APP clients
Mechanism, monitors the operation behavior of login user, if monitoring the response failure of user's operation behavior, automatic data collection dependent failure letter
Breath, finds corresponding solution from solution storehouse, and ejects help interface, and associated solutions are shown to user.
Application scheme is described further with reference to Figure of description.
As shown in Fig. 2 be the failure solution of the offer of the embodiment of the present application one, including：
S201：Client control user's operation behavior.
In specific implementation, client can be bought in and be bought with the operation behavior of monitor in real time user, such as payment operation, fund
Go out operation, fund and redeem operation etc..
S202：When the response failure of user's operation behavior is monitored, the corresponding fault message of user's operation behavior is determined.
In specific implementation, Fault Identification engine and diagnosis rule storehouse can be set in the client.Specifically, using event
Barrier recognizes the situation of engine identifying user operation behavior response failure, and counts the secondary of same user's operation behavior response failure
Number.After Fault Identification engine recognizes the situation of user's operation behavior response failure, user's operation behavior response can be recorded
Fault message corresponding to the situation of failure, such as fault type (such as network request mistake or service request mistake), failure
Reason (such as network environment is unstable, application program run-time error, Server Error etc.), error code etc..Such as, user is at certain
During using applying to purchase fund product on (app), if request failure, misregistration code A0863, fault type：Network request mistake, event
Barrier reason：Network environment is unstable.For another example, when user cannot initiate fund to be redeemed, misregistration code C201, failure classes
Type：Service request mistake, failure cause：Server Error.
Failure is stored in diagnosis rule storehouse and solves trigger condition, when user's operation behavior response of Fault Identification engine statistics
When the failure that the number of times of failure meets in diagnosis rule storehouse solves trigger condition, perform S203, i.e. client and provide the user phase
The fault solution answered.
Here failure solves trigger condition can include following at least one in both：
1) number of times of user's operation behavior continuous response failure is more than the first given threshold；Such as certain user's operation behavior connects
More than 2 times, then triggering failure is solved the number of times of continuous failure, namely (centre does not have when the continuous 3 secondary response failure of user's operation behavior
Have the successful situation of response) after, triggering failure is solved；
2) user's operation behavior responds the total degree of failure more than the second given threshold in nearest preset duration；Such as certain
User's operation behavior responded total degree then triggering failure solution more than 3 times of failure in 10 minutes, namely when user operation
After the 4th response failure (centre can have the successful situation of response) in 10 minutes, triggering failure is solved for behavior.
In specific implementation, it can be preset at client, or by servicing that above-mentioned failure solves trigger condition
What device sent, server can be actually needed renewal failure and solve trigger condition and be sent to client.
S203：Client provides fault solution corresponding with the fault message.
In specific implementation, after failure solution trigger condition is met, can be searched in the solution storehouse of client
Fault solution corresponding with the fault message；Or, client can be obtained to server request to be believed with the failure
Cease corresponding fault solution.
Used as a kind of implementation method, client in the solution storehouse of client, can be looked into according to the error code of record
Look for and show fault solution corresponding with the error code.
Can be recorded as another embodiment, in solution storehouse and distinguish corresponding failure from different fault types
Solution.Such as, can be given for this fault type of service request mistake, in fault solution storehouse and exit current account
Number lay equal stress on new login, point out user to dial service calls and the solution such as ask for help.In specific implementation, client is in user
After operation behavior response failure, can be according to user's operation behavior pair of the current response failure of testing process detection for pre-setting
The fault type answered.Such as, by detecting whether user's current network conditions normal (such as account whether online, network environment
It is whether stable etc.), whether whether normal operation, server normally provide service etc. to determine current response failure application program
The corresponding fault type of user's operation behavior.Such as after user initiates fund redemption failure, if detecting current network conditions
It is abnormal, it is determined that current fault type fails for network request.
In specific implementation, the situation of some response failures is unexpected before application is reached the standard grade, and server may be needed
Continuous geo-statistic is carried out to the situation and its fault solution of various response failures according to monitoring data after application is reached the standard grade
Update, even the situation of same response failure, its fault solution is also likely to be change.Server can be each
After having updated fault solution, client is sent it to.Failure after the renewal that client the reception server sends is solved
Scheme, based on the fault solution that server sends, updates the solution storehouse of client, including the new user of addition
The feelings of the original user's operation behavior response failure of fault solution, modification corresponding to the situation of operation behavior response failure
The corresponding fault solution of condition, deletes original fault solution etc..
In specific implementation, after fault solution corresponding with the failure behavior is found, can be by the failure
Solution shown, specifically, can help interface in client ejection, and the failure for finding is shown on interface is helped
Solution, guiding and help user solve failure problems, it is also possible to guide user to contact customer service and solve failure problems.
Here, fault solution corresponding with the fault message includes at least one in following information：For solving
Except the scheme information of failure；Prompting user actively contacts the prompt message of customer service.
When guiding user's contact customer service to solve failure problems, interface display customer service telephone number can be being helped, pointed out
User dials the customer service telephone number.Such as, the number of times of continuous failure is redeemed more than the first given threshold when user initiates fund
Afterwards, corresponding fault solution is searched in triggering, and is displayed on help interface, and fault solution can include：Prompting is used
Family is exited current account, is logged in again, also dials the prompt message that the customer service telephone number asks for help etc. including prompting user.
The above-mentioned failure solution that the application is provided can realize monitoring to unique user operation behavior in client,
After the response failure of user's operation behavior is monitored, there is provided corresponding fault solution, it is achieved thereby that being in time, effectively
Unique user provides fault solution, improves Consumer's Experience.
Application scheme is described further below by a specific embodiment.
A kind of failure solution corresponding with failure solution is additionally provided based on same inventive concept, in the embodiment of the present application
Certainly device, because the principle of the device solve problem and the failure solution of the embodiment of the present application are similar, therefore the device
Implementation may refer to the implementation of method, repeats part and repeats no more.
As shown in figure 3, the failure solving device structural representation provided for the embodiment of the present application, including：
Monitoring module 31, for monitoring user operation behavior；
Determining module 32, for when the response failure of user's operation behavior is monitored, determining user's operation behavior correspondence
Fault message；
Processing module 33, for providing fault solution corresponding with the fault message.
Alternatively, processing module 33 specifically for：
Judge whether user's operation behavior of the response failure meets failure and solve trigger condition；When the response failure
User's operation behavior meet failure solve trigger condition when, there is provided fault solution corresponding with the fault message.
Alternatively, the failure solves at least one during trigger condition includes following condition：
The number of times of user's operation behavior continuous response failure is more than the first given threshold；
User's operation behavior responds the total degree of failure more than the second given threshold in nearest preset duration.
Alternatively, the processing module 33 is additionally operable to：
In the solution storehouse of client, fault solution corresponding with the fault message is searched；Or,
Fault solution corresponding with the fault message is obtained to server request.
Alternatively, fault solution corresponding with the fault message includes at least one in following information：
Scheme information for releasing failure；
Prompting user actively contacts the prompt message of customer service.
The failure solving device that the application is provided can realize monitoring to unique user operation behavior in client, work as prison
When controlling the response failure of user's operation behavior, corresponding fault solution can be in time provided.It is achieved thereby that in time, effectively
Ground provides fault solution for unique user, improves Consumer's Experience.
It should be understood by those skilled in the art that, embodiments herein can be provided as method, system or computer program
Product.Therefore, the application can be using the reality in terms of complete hardware embodiment, complete software embodiment or combination software and hardware
Apply the form of example.And, the application can be used and wherein include the computer of computer usable program code at one or more
The computer program implemented in usable storage medium (including but not limited to magnetic disk storage, CD-ROM, optical memory etc.) is produced
The form of product.
The application is the flow with reference to method, device (system) and computer program product according to the embodiment of the present application
Figure and/or block diagram are described.It should be understood that every first-class during flow chart and/or block diagram can be realized by computer program instructions
The combination of flow and/or square frame in journey and/or square frame and flow chart and/or block diagram.These computer programs can be provided
The processor of all-purpose computer, special-purpose computer, Embedded Processor or other programmable data processing devices is instructed to produce
A raw machine so that produced for reality by the instruction of computer or the computing device of other programmable data processing devices
The device of the function of being specified in present one flow of flow chart or multiple one square frame of flow and/or block diagram or multiple square frames.
These computer program instructions may be alternatively stored in can guide computer or other programmable data processing devices with spy
In determining the computer-readable memory that mode works so that instruction of the storage in the computer-readable memory is produced and include finger
Make the manufacture of device, the command device realize in one flow of flow chart or multiple one square frame of flow and/or block diagram or
The function of being specified in multiple square frames.
These computer program instructions can be also loaded into computer or other programmable data processing devices so that in meter
Series of operation steps is performed on calculation machine or other programmable devices to produce computer implemented treatment, so as in computer or
The instruction performed on other programmable devices is provided for realizing in one flow of flow chart or multiple flows and/or block diagram one
The step of function of being specified in individual square frame or multiple square frames.
Although having been described for the preferred embodiment of the application, those skilled in the art once know basic creation
Property concept, then can make other change and modification to these embodiments.So, appended claims are intended to be construed to include excellent
Select embodiment and fall into having altered and changing for the application scope.
Obviously, those skilled in the art can carry out the essence of various changes and modification without deviating from the application to the application
God and scope.So, if these modifications of the application and modification belong to the scope of the application claim and its equivalent technologies
Within, then the application is also intended to comprising these changes and modification.
Claims (10)
1. a kind of failure solution, it is characterised in that the method includes：
Client control user's operation behavior；
When the response failure of user's operation behavior is monitored, the corresponding fault message of user's operation behavior is determined；
Fault solution corresponding with the fault message is provided.
2. the method for claim 1, it is characterised in that offer failure solution party corresponding with the fault message
Case, including：
Judge whether user's operation behavior of the response failure meets failure and solve trigger condition；
When user's operation behavior of the response failure meets failure solves trigger condition, there is provided corresponding with the fault message
Fault solution.
3. method as claimed in claim 2, it is characterised in that the failure solves trigger condition to be included in following condition extremely
Few one kind：
The number of times of user's operation behavior continuous response failure is more than the first given threshold；
User's operation behavior responds the total degree of failure more than the second given threshold in nearest preset duration.
4. the method as described in claims 1 to 3 is any, it is characterised in that the offer it is corresponding with the fault message therefore
Before barrier solution, also include：
In the solution storehouse of client, fault solution corresponding with the fault message is searched；Or,
Fault solution corresponding with the fault message is obtained to server request.
5. the method for claim 1, it is characterised in that fault solution corresponding with the fault message include with
At least one in lower information：
Scheme information for releasing failure；
Prompting user actively contacts the prompt message of customer service.
6. a kind of failure solving device, it is characterised in that the device includes：
Monitoring module, for monitoring user operation behavior；
Determining module, for when the response failure of user's operation behavior is monitored, determining the corresponding failure of user's operation behavior
Information；
Processing module, for providing fault solution corresponding with the fault message.
7. device as claimed in claim 6, it is characterised in that the processing module specifically for：
Judge whether user's operation behavior of the response failure meets failure and solve trigger condition；When the use of the response failure
When family operation behavior meets failure solution trigger condition, there is provided fault solution corresponding with the fault message.
8. device as claimed in claim 7, it is characterised in that the failure solves trigger condition to be included in following condition extremely
Few one kind：
The number of times of user's operation behavior continuous response failure is more than the first given threshold；
User's operation behavior responds the total degree of failure more than the second given threshold in nearest preset duration.
9. device as claimed in claim 7 or 8, it is characterised in that the processing module is additionally operable to：
In the solution storehouse of client, fault solution corresponding with the fault message is searched；Or,
Fault solution corresponding with the fault message is obtained to server request.
10. device as claimed in claim 6, it is characterised in that fault solution corresponding with the fault message includes
At least one in following information：
Scheme information for releasing failure；
Prompting user actively contacts the prompt message of customer service.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610519877.0A CN106911494A (en) | 2016-07-04 | 2016-07-04 | A kind of failure solution and device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610519877.0A CN106911494A (en) | 2016-07-04 | 2016-07-04 | A kind of failure solution and device |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106911494A true CN106911494A (en) | 2017-06-30 |
Family
ID=59207143
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610519877.0A Pending CN106911494A (en) | 2016-07-04 | 2016-07-04 | A kind of failure solution and device |
Country Status (1)
| Country | Link |
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| CN (1) | CN106911494A (en) |
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| CN107886433A (en) * | 2017-10-31 | 2018-04-06 | 平安科技（深圳）有限公司 | User's fund monitoring follow-up method, apparatus, equipment and readable storage medium storing program for executing |
| CN109213842A (en) * | 2018-04-23 | 2019-01-15 | 中国移动通信集团有限公司 | A kind of intelligent customer service implementation method, device and storage medium |
| CN109358838A (en) * | 2018-12-13 | 2019-02-19 | 上海安吉星信息服务有限公司 | A kind of software application question processing method and device |
| CN109428765A (en) * | 2017-09-04 | 2019-03-05 | 优酷网络技术（北京）有限公司 | The method and apparatus for handling client failure |
| CN109460312A (en) * | 2018-10-31 | 2019-03-12 | 阿里巴巴集团控股有限公司 | Request the processing method and processing device of failure |
| CN109522171A (en) * | 2018-11-27 | 2019-03-26 | 西安数拓网络科技有限公司 | A kind of fault diagnosis method and system |
| CN111039115A (en) * | 2018-10-15 | 2020-04-21 | 奥的斯电梯公司 | Method and system for monitoring elevator communication module fault and elevator |
| CN111478817A (en) * | 2020-04-24 | 2020-07-31 | Oppo广东移动通信有限公司 | Network fault processing method and device, storage medium and mobile device |
| CN113810457A (en) * | 2021-04-06 | 2021-12-17 | 北京京东拓先科技有限公司 | Method and device for reporting service access exception, readable storage medium and electronic equipment |
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| CN109428765A (en) * | 2017-09-04 | 2019-03-05 | 优酷网络技术（北京）有限公司 | The method and apparatus for handling client failure |
| CN107886433A (en) * | 2017-10-31 | 2018-04-06 | 平安科技（深圳）有限公司 | User's fund monitoring follow-up method, apparatus, equipment and readable storage medium storing program for executing |
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| CN111478817A (en) * | 2020-04-24 | 2020-07-31 | Oppo广东移动通信有限公司 | Network fault processing method and device, storage medium and mobile device |
| CN113810457A (en) * | 2021-04-06 | 2021-12-17 | 北京京东拓先科技有限公司 | Method and device for reporting service access exception, readable storage medium and electronic equipment |
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