CN109413496B - Fault self-detection method and system - Google Patents
Fault self-detection method and system Download PDFInfo
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- CN109413496B CN109413496B CN201811288971.5A CN201811288971A CN109413496B CN 109413496 B CN109413496 B CN 109413496B CN 201811288971 A CN201811288971 A CN 201811288971A CN 109413496 B CN109413496 B CN 109413496B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/43—Processing of content or additional data, e.g. demultiplexing additional data from a digital video stream; Elementary client operations, e.g. monitoring of home network or synchronising decoder's clock; Client middleware
- H04N21/442—Monitoring of processes or resources, e.g. detecting the failure of a recording device, monitoring the downstream bandwidth, the number of times a movie has been viewed, the storage space available from the internal hard disk
- H04N21/4425—Monitoring of client processing errors or hardware failure
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/80—Generation or processing of content or additional data by content creator independently of the distribution process; Content per se
- H04N21/85—Assembly of content; Generation of multimedia applications
- H04N21/858—Linking data to content, e.g. by linking an URL to a video object, by creating a hotspot
- H04N21/8586—Linking data to content, e.g. by linking an URL to a video object, by creating a hotspot by using a URL
Abstract
The invention relates to a fault self-detection method and a system, wherein the method comprises the following steps: scanning a two-dimensional code displayed on a screen to acquire a URL link for generating the two-dimensional code; and sending the URL link to an automatic detection module in the terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user. The invention supports complaint processing through internet-based on-line service, opens up a new processing mode except for solving the problem through telephone complaint, and relieves the workload of customer service wiring; the two-dimension code carries fault information, so that the system can restore a fault scene better according to the two-dimension code, and influence of human factors is reduced; the problem can be reported only by picking up the mobile phone to scan the two-dimensional code, so that the user can better solve the problem with least participation, the perception of the complaint user is improved, and the competitiveness of the Internet television service is improved.
Description
Technical Field
The invention relates to the field of automatic fault detection, in particular to a fault self-detection method and a fault self-detection system.
Background
In the prior art, when a user encounters a problem with an internet television, the user dials a customer service hotline to reflect the problem or to complain. The customer service staff checks the account state and the use condition of the user by means of the navigation process, inquires engineering or fault information and the like influencing the use of the user, and then informs the user according to the inquiry result to guide the user to carry out simple troubleshooting operation, such as restarting a set top box, plugging and unplugging a network cable and the like.
The existing implementation mode has the following defects:
1. the problem feedback channel is more traditional, the problem is solved only through telephone complaints, but the single telephone access mode causes the workload of a customer service department to be huge;
2. the information collection is difficult, the problem scene is difficult to recover through the description of the user, and if the information collection is not accurate enough, the difficulty in processing the complaint work order is increased, and even the processing time is doubled;
3. the wiring process is time-consuming, and certain time is required to be occupied for checking the basic information such as the user address, the account number and the like.
In summary, a convenient internet-based online service is needed to support complaint handling, to distribute telephone complaints and reduce telephone access amount of customer service staff; user fault information can be accurately and completely collected, and redundant information is reduced; the problem cause can be found in the shortest time possible and the user can be replied through a proper mode, and the perception of the complaint user is improved.
Disclosure of Invention
In order to solve the above problems, the present invention provides a fault self-detection method and system.
In a first aspect, the present invention provides a fault self-detection method, including: scanning a two-dimensional code displayed on a screen to acquire a URL link for generating the two-dimensional code; and sending the URL link to an automatic detection module in the terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user.
Preferably, the two-dimensional code generation process specifically includes: when a fault occurs, the APK on the license plate side of the set-top box automatically collects fault information and generates a URL; and after the URL is compressed and encrypted, generating the URL link, and generating the two-dimensional code through conversion according to the URL link.
Preferably, the URL includes an error code, a television account userid, a television account billid, a broadband account, an IP address, a port, a set-top box model, a set-top box serial number, and set-top box licence information, where the URL is stored in the set-top box licence APK.
Preferably, the sending the URL link to an automatic detection module in the terminal, where the automatic detection module detects the URL link specifically includes: after receiving the URL link, the automatic detection module decrypts and decompresses the URL link to obtain the URL; and the automatic detection module detects the URL and generates a backup work order or a complaint work order by combining a repeated work order judgment mechanism, a repeated reporting judgment mechanism and a work order upgrading strategy.
Preferably, the automatic detection module detects the URL, and specifically includes: the automatic detection module detects and inquires whether the account state, the network state and the account number network state of the user are abnormal or not according to the URL, and checks whether the set top box, the set top box setting, the access equipment matching state and the input account number password are abnormal or not according to error codes; when any one of the account number state, the network state and the account number network state of the user is detected, and the set top box, the set top box setting, the access equipment matching state and the input account number password are checked according to error codes to be abnormal, the terminal generates the preparation work order; and when detecting the account number state, the network state and the account number network state of the user and checking whether the set top box, the set top box setting, the access equipment matching state and the input account number password are abnormal according to error codes, the terminal generates the normal work order.
Preferably, the repeated work order determination mechanism is specifically: the automatic detection module judges whether the work order of the same user account exists within N hours when processing the normal work order; when the normal work orders of the same user account exist in N hours, the terminal does not dispatch the normal work orders to the automatic detection module any more, and informs a user that the normal work orders are in processing; and when the normal work order of the same user account does not exist within N hours, the terminal dispatches the work order to the automatic detection module, and the automatic detection module detects the URL of the normal work order.
Preferably, the repeated reporting judgment mechanism specifically includes: when the normal work order is processed, the automatic detection module judges whether the work order of the account number of the same user, the serial number of the same set top box and the same error code is reported within M minutes; when the normal work order with the same user account number, the same set top box serial number and the same error code is reported, determining whether the complaint needs to be upgraded or not by combining the normal work order, and if the complaint needs to be upgraded, upgrading the normal work order into the complaint work order; and when the normal work order with the same account number, the same set top box serial number and the same error code of the same user is not reported, the automatic detection module detects the URL of the normal work order.
Preferably, the work order upgrading strategy specifically includes: and when the fault result obtained by the automatic detection module according to the URL is the same as the fault result obtained by the last detection according to the URL and the user state is abnormal and the complaint needs to be upgraded, the terminal generates the complaint work order.
Preferably, the preparation work order and the complaint work order generated by the terminal are both reported to the user in a short message manner.
In a second aspect, the present invention provides a fault self-detection system, comprising: the client scans the two-dimensional code displayed on a screen to acquire a URL link for generating the two-dimensional code; and sending the URL link to an automatic detection module in the terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user.
The invention supports complaint processing through internet-based on-line service, opens up a new processing mode except for solving the problem through telephone complaint, and relieves the workload of customer service wiring; the two-dimension code carries fault information, so that the system can restore a fault scene better according to the two-dimension code, and influence of human factors is reduced; the problem can be reported only by picking up the mobile phone to scan the two-dimensional code, so that the user can better solve the problem with least participation, the perception of the complaint user is improved, and the competitiveness of the Internet television service is improved.
Drawings
Fig. 1 is a flow chart of a fault self-detection method provided in an embodiment of the present invention;
fig. 2 is a flow chart of fault handling performed by the automatic detection module according to the embodiment of the present invention;
fig. 3 is a schematic diagram of the operation of the fault self-detection system according to the embodiment of the present invention.
Detailed Description
In order to make the technical solutions and advantages of the embodiments of the present invention more clear, the technical solutions of the present invention are further described in detail below with reference to the accompanying drawings and the embodiments.
Fig. 1 is a flowchart of a fault self-detection method provided in an embodiment of the present invention, such as the fault self-detection method illustrated in fig. 1, which includes the following specific implementation steps:
step S102, scanning the two-dimensional code displayed on the screen, and acquiring the URL link for generating the two-dimensional code.
Specifically, when the internet television fails, the internet television integrates the failure information into a two-dimensional code and displays the two-dimensional code on a screen, and a user scans the two-dimensional code on the screen to acquire the related failure information.
Preferably, the fault information in the embodiment of the present invention is a URL which is compiled, compressed and encrypted, where the URL includes an error code, a television account userid, a television account billid, a broadband account, an IP address, a port, a set-top box model, a set-top box serial number, a set-top box license plate party, and other information. The URL is stored in the set-top box licence APK (Android Package, Android app Package file).
Preferably, in the two-dimensional generation process, when the internet television fails, the APK on the license plate side of the set-top box automatically collects failure information to generate a URL, then encodes, compresses and encrypts the URL to generate an encrypted URL, that is, a URL link, and generates a two-dimensional code according to the URL link conversion.
The URL coding method can be selected as Base64 coding, the URL compression method can be selected as Gzip compression algorithm, and the URL encryption method can be selected as RSA technology for encryption.
According to the invention, the two-dimension code carries fault information, so that the system can better restore a fault scene according to the two-dimension code, and the influence of human factors is reduced.
And step S104, sending the URL link to an automatic detection module in the terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user.
And after receiving the URL link sent by the user, an automatic detection module in the terminal decrypts, decompresses and encodes the URL link to restore the fault information in the URL.
The automatic detection module automatically inquires the following contents according to the fault information in the URL:
(1) account status query of the user: inquiring account number opening and closing information, arrearage condition, function authority, license plate party information and the like;
(2) and (3) network state query: querying whether a known network failure, a known network engineering or group failure exists;
(3) inquiring the network state of the account: 3A, checking whether the authentication state is normal or abnormal;
(4) checking error codes: and according to the error codes, whether the fault is influenced by the problems of the set top box and the set top box or the problems of the client access equipment or the errors of the account password and the like is checked.
When any one of the account number state, the network state and the account number network state of a user is detected, and the set top box, the set top box setting, the access equipment matching state and the input account number password are checked according to error codes, namely, the client side problems of the account of the user such as account number sale, arrearage and internet television setting are detected, or the known network abnormalities such as faults and engineering are detected, or the error problems of the set top box setting, the access equipment matching state and the input account number password are detected, the terminal can automatically generate a backup work order; and when the account number state, the network state and the account number network state of the user are detected, and the set top box, the set top box setting, the access equipment matching state and the input account number password are checked according to error codes, the terminal can automatically generate a normal work order.
After the automatic detection module generates the backup work order or the normal work order, the repeated work order judgment mechanism, the repeated reporting judgment mechanism and the work order upgrading strategy are combined for screening and removing.
Preferably, in the process of performing the repeated work order judging mechanism, the automatic detection module judges whether a normal work order of the same user account exists within N hours when processing the normal work order; when normal work orders of the same user account exist in N hours, the terminal does not dispatch the normal work orders to the automatic detection module any more, and informs the user that the work orders are being processed; and when the normal work order of the same user account does not exist within N hours, the terminal sends the normal work order to the automatic detection module, and the automatic detection module detects the URL of the normal work order.
In the process of carrying out a repeated reporting judgment mechanism, when the automatic detection module processes a normal work order, judging whether the work order report with the account number of the same user, the serial number of the same set top box and the same error code exists in M minutes; when the work orders with the same user account number, the same set top box serial number and the same error code are reported, determining whether the complaint needs to be upgraded or not by combining the normal work order, and if the complaint needs to be upgraded, upgrading the normal work order into the complaint work order; and when the work order report with the account number of the same user, the serial number of the same set top box and the same error code does not exist, the automatic detection module detects the URL of the normal work order.
In the process of carrying out the work order upgrading strategy, when the fault result obtained by detecting according to the URL by the automatic detection module is the same as the fault result obtained by detecting according to the URL at the last time and the user state is abnormal and a complaint needs to be upgraded, the terminal directly generates a complaint work order.
Preferably, the terminal informs the user in a short message mode no matter the generated work order is a preparation work order or a complaint work order.
The automatic detection module of the invention combines the strategies of repeated work order, repeated report and work order upgrade according to the abnormal information, automatically detects, automatically synchronizes the user information, automatically extracts the order and automatically feeds back the processing result to the complaining user, thereby realizing the self-detection without manual participation.
Fig. 2 is a flowchart illustrating a fault processing performed by the automatic detection module according to an embodiment of the present invention. As shown in fig. 2, the automatic detection module performs a fault handling process, which includes the following specific steps:
step S201, user fault information in the two-dimensional code is obtained;
specifically, after receiving a URL link sent by a user, an automatic detection module decrypts, decompresses and encodes the URL link, restores fault information in the URL, automatically detects and inquires whether the account state, the network state and the account number network state of the user are abnormal or not, and checks whether the set top box, the access equipment matching state and the input account number password are abnormal or not according to error codes; when any one of the set top box, the set top box setting, the access equipment matching state and the input account password is detected to be abnormal according to the account state, the network state and the account network state of the user and the error code, the terminal generates a preparation work order; when the account number state, the network state and the account number network state of the user are detected, and the set top box, the set top box setting, the access equipment matching state and the input account number password are checked according to error codes, the terminal generates a normal work order;
step S202, an automatic detection module judges whether a normal work order of the same user account exists within 24 hours; if so, the user client interface displays "hello! The question you react to has been in Emergency processing! ", and ends the flow; if step S203 is not performed;
step S203, the automatic detection module judges whether a work order report of the account number of the same user, the serial number of the same set top box and the same error code exists within 15 minutes; if not, executing step S204, if reported, executing step S205;
step S204, displaying fault information on a user client interface, and confirming whether to report by a user; when the user selects to cancel the reported fault, ending the process; when the user selects to continue reporting the fault, the client inserts the fault information into the fault-removing reporting record table and sends the fault information to the automatic detection module, the automatic detection module generates a complaint work order or a preparation work order according to logic and synchronizes the user information, then the complaint work order or the preparation work order is sent to the user by a short message, and the process is ended;
step S205, when a work order of the same user account, the same set top box serial number and the same error code is reported, the automatic monitoring module judges according to the reported work order condition, when no complaint work order exists and a preparation work order exists, step S206 is executed, when no complaint work order exists and the preparation work order exists, step S207 is executed, and when a complaint work order exists, step S208 is executed;
step S206, when no complaint work order exists and a preparation work order exists, the latest reporting time is far away from the current time: when less than 1 minute, the user client interface alerts "you good! The question you are feeding back is in progress! "; when the time is more than 1 minute, the interface displays fault information, and the user confirms that the fault information is enough to continue reporting; when the user selects to cancel the reported fault, ending the process; when the user selects to continue reporting the fault, the client inserts the fault information into the fault-removing reporting record table and sends the fault information to the automatic detection module, the automatic detection module generates a complaint work order or a preparation work order according to logic and synchronizes the user information, then the complaint work order or the preparation work order is sent to the user by a short message, and the process is ended;
step S207, when there is no complaint work order or preparation work order, the user client end interface reminds "you have reacted the problem before, the system has processed, if still invalid, please initiate reporting again! When the user selects to cancel the reporting fault, the process is ended; when the user selects to continue reporting the fault, executing step S209;
step S208, when a complaint work order exists, the user client interface reminds that the interpretation caliber of the last work order is taken, and when the user selects to cancel the reported fault, the process is ended; when the user selects to continue reporting the fault, executing step S209;
step S209, the client inserts the fault information into a fault-removing reporting record table and sends the fault information to an automatic detection module;
step S210, the automatic detection module judges whether the fault result obtained by detection according to the URL is the same as the fault result obtained by detection according to the URL at the last time; if not, executing step S211; if so, according to the logic processing of the current process, then executing step S212;
step S211, when the fault result obtained by the automatic detection module according to the URL is the same as the fault result obtained by the last detection according to the URL, judging whether the account is abnormal according to the conclusion; if not, executing step S212; if the account is abnormal, executing step S213;
step S212, the automatic detection module generates a complaint work order or a preparation work order according to logic and synchronizes with user information, then sends the complaint work order or the preparation work order to a user through a short message, and ends the process;
and step S213, the automatic detection module upgrades the complaint, submits the complaint work order, then sends the complaint work order to a user by a short message, and ends the process.
Fig. 3 is a schematic diagram of the operation of the fault self-detection system according to the embodiment of the present invention. Fig. 3 illustrates a fault self-detection system, which includes: the automatic detection module of the client, the internet television set top box and the terminal comprises the following specific working processes:
when finding that the Internet television cannot be used, a user sees a two-dimensional code displayed on a television screen; the two-dimensional code is generated by an internet television set top box, and the specific generation comprises the following steps: the set top box automatically collects fault information and generates a URL; encrypting each parameter in the URL through asymmetric encryption; and encoding, compressing and encrypting the URL to generate an encrypted URL, namely a URL link, and converting according to the URL link to generate the two-dimensional code.
After scanning the two-dimension code information, the client side obtains the URL link, meanwhile, the Internet television and the automatic detection module in the terminal correspond to each other, the two-dimension code on the screen of the Internet television disappears, and the automatic detection module sends a window of 'whether to report the fault' to the client side after receiving the URL link. After the user selects 'confirmation' to report the fault, the automatic detection module receives the URL link and carries out background pretreatment, and the specific treatment process comprises the following steps: after receiving the URL link, the automatic detection module decrypts, decompresses and encodes the URL link to obtain a URL; and the automatic detection module detects the URL and generates a preparation work order or a complaint work order by combining a repeated work order judgment mechanism, a repeated reporting judgment mechanism and a work order upgrading strategy. And finally, the automatic detection module sends the generated preparation work order or complaint work order to the client in a short message mode.
The invention supports complaint processing through internet-based on-line service, opens up a new processing mode except for solving the problem through telephone complaint, and relieves the workload of customer service wiring; the two-dimension code carries fault information, so that the system can restore a fault scene better according to the two-dimension code, and influence of human factors is reduced; the problem can be reported only by picking up the mobile phone to scan the two-dimensional code, so that the user can better solve the problem with least participation, the perception of the complaint user is improved, and the competitiveness of the Internet television service is improved.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
It will be understood by those skilled in the art that all or part of the steps for implementing the above embodiments may be implemented by hardware, or may be implemented by a program instructing relevant hardware, where the program may be stored in a computer-readable storage medium, and the above-mentioned storage medium may be a read-only memory, a magnetic disk or an optical disk, etc.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are merely exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (8)
1. A method for self-testing for faults, comprising:
scanning a two-dimensional code displayed on a screen to acquire a URL link for generating the two-dimensional code;
sending the URL link to an automatic detection module in a terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user;
the sending of the URL link to an automatic detection module in the terminal, where the automatic detection module detects the URL link, specifically includes:
after receiving the URL link, the automatic detection module decrypts and decompresses the URL link to obtain the URL;
the automatic detection module detects the URL and automatically generates a backup work order or a normal work order, wherein the backup work order is a work order generated when the abnormality is detected, and the normal work order is a work order generated when the abnormality is detected;
screening and removing by combining a repeated work order judging mechanism, a repeated reporting judging mechanism and a work order upgrading strategy, determining whether to generate a complaint work order from the normal work order by the repeated reporting judging mechanism, and determining whether to generate the complaint work order by the work order upgrading strategy; wherein, the work order upgrading strategy is as follows: and when the fault result obtained by the automatic detection module according to the URL is the same as the fault result obtained by the last detection according to the URL and the user state is abnormal and the complaint needs to be upgraded, the terminal generates the complaint work order.
2. The method according to claim 1, wherein the two-dimensional code generation process specifically comprises:
when a fault occurs, the APK on the license plate side of the set-top box automatically collects fault information and generates a URL;
and after the URL is compressed and encrypted, generating the URL link, and generating the two-dimensional code through conversion according to the URL link.
3. The method according to claim 2, wherein the URL comprises an error code, a television account userid, a television account billid, a broadband account, an IP address, a port, a set-top box model, a set-top box serial number, and set-top box licence information, wherein the URL is stored in the set-top box licence APK.
4. The method according to claim 1, wherein the automatic detection module detects the URL, and specifically comprises:
the automatic detection module detects and inquires whether the account state, the network state and the account number network state of the user are abnormal or not according to the URL, and checks whether the set top box, the access equipment matching state and the input account number password are abnormal or not according to error codes;
when any one of the account number state, the network state and the account number network state of the user is detected, and the set top box, the set top box setting, the access equipment matching state and the input account number password are checked according to error codes to be abnormal, the terminal generates the preparation work order; and when detecting the account number state, the network state and the account number network state of the user and checking whether the set top box, the set top box setting, the access equipment matching state and the input account number password are abnormal according to error codes, the terminal generates the normal work order.
5. The method according to claim 4, wherein the duplicate work order determination mechanism is specifically:
the automatic detection module judges whether the work order of the same user account exists within N hours when processing the normal work order;
when the normal work orders of the same user account exist in N hours, the terminal does not dispatch the normal work orders to the automatic detection module any more, and informs a user that the normal work orders are in processing; and when the normal work order of the same user account does not exist within N hours, the terminal dispatches the work order to the automatic detection module, and the automatic detection module detects the URL of the normal work order.
6. The method according to any one of claims 4 to 5, wherein the repeated reporting determination mechanism specifically comprises:
when the normal work order is processed, the automatic detection module judges whether the work order of the account number of the same user, the serial number of the same set top box and the same error code is reported within M minutes;
when the normal work order with the same user account number, the same set top box serial number and the same error code is reported, determining whether the complaint needs to be upgraded or not by combining the normal work order, and if the complaint needs to be upgraded, upgrading the normal work order into the complaint work order; and when the normal work order with the same account number, the same set top box serial number and the same error code of the same user is not reported, the automatic detection module detects the URL of the normal work order.
7. The method according to any one of claims 4 to 5, wherein the preparation work order and the complaint work order generated by the terminal are both reported to the user by short message.
8. A fault self-detection system, which applies the method of claims 1-7, comprising:
the client scans the two-dimensional code displayed on a screen to acquire a URL link for generating the two-dimensional code; and is
Sending the URL link to an automatic detection module in a terminal, wherein the automatic detection module detects the URL link and sends a detection result to a user;
the sending of the URL link to an automatic detection module in the terminal, where the automatic detection module detects the URL link, specifically includes:
after receiving the URL link, the automatic detection module decrypts and decompresses the URL link to obtain the URL;
the automatic detection module detects the URL and automatically generates a backup work order or a normal work order, wherein the backup work order is a work order generated when the abnormality is detected, and the normal work order is a work order generated when the abnormality is detected;
screening and removing by combining a repeated work order judging mechanism, a repeated reporting judging mechanism and a work order upgrading strategy, determining whether to generate a complaint work order from the normal work order by the repeated reporting judging mechanism, and determining whether to generate the complaint work order by the work order upgrading strategy; wherein, the work order upgrading strategy is as follows: and when the fault result obtained by the automatic detection module according to the URL is the same as the fault result obtained by the last detection according to the URL and the user state is abnormal and the complaint needs to be upgraded, the terminal generates the complaint work order.
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| CN112752099A (en) * | 2020-12-31 | 2021-05-04 | 湖南国科微电子股份有限公司 | Fault processing method, device and system and unidirectional set top box |
| CN114816497B (en) * | 2022-04-18 | 2023-11-28 | 南京航空航天大学 | Link generation method based on BERT pre-training model |
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