CN110019321A - Problem delimits method, device and equipment - Google Patents
Problem delimits method, device and equipment Download PDFInfo
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- CN110019321A CN110019321A CN201710941866.6A CN201710941866A CN110019321A CN 110019321 A CN110019321 A CN 110019321A CN 201710941866 A CN201710941866 A CN 201710941866A CN 110019321 A CN110019321 A CN 110019321A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/23—Updating
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/24—Querying
- G06F16/245—Query processing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/724—User interfaces specially adapted for cordless or mobile telephones
- H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
Abstract
The embodiment of the present application discloses a kind of problem demarcation method, device and equipment, which comprises terminal receives the problem of user's input information；The corresponding target terminal status information of problem information is obtained from preset problem information library；Using the function items context information to match identical as the state of terminal corresponding function item as the first delimited information of problem information；Show first delimited information.Compared with prior art, this programme passes through using problem information library as data foundation, terminal operating when something goes wrong, problem can be delimited automatically, thus the mode short processing time that can not only largely save human resources, and execute automatically, it is high-efficient, further, the accuracy of demarcation is also high, can be improved the usage experience of user.
Description
Technical field
The invention relates to fields of communication technology more particularly to a kind of problem to delimit method, device and equipment.
Background technique
Other than being capable of providing basic operating function, the technological break-through of most critical is to network intelligent terminal,
And then by network installation, operation application program (Application, APP), to realize the Function Extension of intelligent terminal.Example
Such as, smart phone not only has the basic functions such as make a phone call, send short messages, due to that can network, user can also be in intelligence
The a series of third party APP such as wechat, QQ can be installed and run on mobile phone, so that smart phone is capable of providing more function
Energy.
More and more in view of the function of intelligent terminal, the probability that intelligent terminal operation is led to the problem of is also increasing, and
And since APP is third party software, what is connected is third-party server, and needs to run in a network environment, therefore, one
Denier operation is led to the problem of, and the complex nature of the problem is also higher.In order to provide a user better usage experience, when intelligent terminal is run
When abnormal, in general, first delimiting to the problem that operation, the source to go wrong is determined, and then could repair as early as possible
Problem.
In general, user is by dialing service calls, to contact staff's feedback problem when intelligent terminal is run when something goes wrong
Description, then, contact staff describes according to problem, delimits to problem, and feeds back to user for result is delimited.Due to problem
Complexity it is higher, it may be possible to the problem of intelligent terminal itself, current network, third-party server and/or operator, therefore,
Problem demarcation is carried out by contact staff, needs contact staff to have certain professional, causes human cost higher, in addition, people
Work describes carry out problem demarcation according to problem, spends the time long, low efficiency, and accuracy is poor, so as to cause user experience
It is bad.
Summary of the invention
The embodiment of the present application provides a kind of problem demarcation method, device and equipment, to solve artificial demarcation human cost
Height, and the problem of time length, low efficiency, accuracy difference.
In a first aspect, the embodiment of the present application provides a kind of problem demarcation method, this method comprises:
Terminal receives the problem of user's input information；The corresponding target of problem information is obtained from preset problem information library
Terminal's status information, wherein the corresponding relationship of every problem information Yu its corresponding terminal status information is safeguarded in problem information library, eventually
End status information include at least one be lead to the problem of corresponding problem information it is corresponding function items context information；Terminal point
Not Jian Ce in target terminal status information every function items context information it is whether identical as the state of terminal corresponding function item
Match, using the function items context information to match identical as the state of terminal corresponding function item as the of problem information
One delimited information；Show first delimited information.
It can be seen that the embodiment of the present application, by closing every problem information is corresponding with its corresponding terminal status information
System is maintained in local, can delimit for problem and provide information reference, to can not only delimit automatically to problem, saves people
Power resource, moreover, delimiting time is short, it is high-efficient.In addition, under the scene of no network connection, it can be improper to being arranged by terminal
The whole issue of initiation is delimited, and problem identification range is also larger.
With reference to first aspect, in a first possible implementation of that first aspect, terminal is receiving asking for user's input
After topic information, further includes: whether the detection network port has data transmission；If the network port has data transmission, by problem information
It is sent to server, trigger the server generates the second delimited information of problem information；Second delimited information includes that server determines
Generation problem information correspondence problem source device information；Receive the second delimited information that simultaneously display server is sent.
Using this implementation, in a network environment, terminal can also send server for problem information, so as to
Trigger the server executes demarcation to problem information simultaneously, in turn, can by way of terminal side and server side complete detection,
The range of problem demarcation can not only be improved, moreover, making the accuracy delimited higher.
With reference to first aspect, in a second possible implementation of that first aspect, whether terminal is detecting the network port
Before thering are data to transmit, further includes: control network function item is fully open.
Specifically, needing to execute in a network environment, therefore, working as reception since terminal to server sends problem information
To after problem information, no matter problem information is any type, and it is fully open to control network function item first, to provide network
Environment provides implementation condition to execute to delimit for trigger the server.
With reference to first aspect, in first aspect in the third possible implementation, if the network port has data transmission,
Before receiving and showing the second delimited information, further includes: terminal receives the request for the acquisition end message that server is sent；Its
In, end message includes the facility information and operation information of terminal；Send server for end message, trigger the server according to
End message generates the second delimited information.
In the present embodiment, in order to execute demarcation to problem information with hop server, terminal is by the facility information and fortune of local
Row information is sent to server, provides reference information so as to execute to delimit for server.
With reference to first aspect, in the 4th kind of possible implementation of first aspect, believe the problem of receiving user's input
After breath, before the corresponding target terminal status information of information that searches problem in preset problem information library, further includes: eventually
Hold the latest edition number that problem information library is obtained from server；When the current version number in problem information library is not latest edition number
When, terminal obtains the corresponding problem information library of latest edition number from server；Use the corresponding problem information library of latest edition number
Replacement problem information bank.
Specifically, since problem information library is the important reference that this programme is implemented, information in problem information library
Correctness it is particularly important.Based on this, in the environment of networking, terminal can determine local current before executing demarcation
Whether problem information library is latest edition, and adaptability updates local problem information bank, so as to improve delimited information
Accuracy.
Second aspect, the embodiment of the present application also provides a kind of problems to delimit method, this method comprises: server receives eventually
The problem of end is sent information；Obtain the end message of terminal, wherein end message includes the facility information and operation letter of terminal
Breath；Server transfers the running log of terminal；The running log includes the history end message of terminal；It is sieved from end message
Select the information different from the record of running log；The second delimited information, the second delimited information packet are generated according to the information screened
Include the source device information for generating problem information correspondence problem；The terminal is sent by the second delimited information, triggering terminal is shown
Second delimited information.
Corresponding with method described in first aspect, under the conditions of networking, server and terminal are simultaneously to problem information
Demarcation is executed, the range of problem demarcation can not only be improved, moreover, making the accuracy delimited higher.
In conjunction with second aspect, in second aspect in the first possible implementation, server is generating problem information
After second delimited information, before sending terminal for the second delimited information, further includes: server obtains first and delimits letter
Breath；Wherein, the first delimited information is that terminal obtains the corresponding target terminal state of problem information from preset problem information library
It after information, is selected from target terminal status information, the function items state to match with the state of terminal corresponding function item is retouched
State information；Wherein, the corresponding relationship of every problem information Yu its corresponding terminal status information, the SOT state of termination are safeguarded in problem information library
Information includes the function items context information of the corresponding problem information correspondence problem of at least one generation；Judge the second delimited information
It is whether identical as the first delimited information；When the second delimited information and the first delimited information difference, the second delimited information is sent
To terminal.
It can be seen that server can also verify the demarcation of terminal as a result, so as to improve the accuracy of demarcation.
In conjunction with second aspect, in second of second aspect possible implementation, further includes: server is sent to terminal
The latest edition number in problem information library；When the request in the corresponding problem information library of acquisition latest edition number for receiving terminal transmission
When, the terminal is sent by the corresponding problem information library of latest edition number；It is corresponding using latest edition number with triggering terminal
Problem information library replacement problem information bank.
It is corresponding with method described in first aspect, the problem of server provides the terminal with latest edition information bank, make
The problem information bank that terminal can timely update local is obtained, so as to improve the accuracy of delimited information.
The third aspect, the embodiment of the present application also provides a kind of problems to delimit device, which is arranged in the terminal, including
For executing the module of the middle method and step of first aspect and each implementation of first aspect.
Fourth aspect, the embodiment of the present application also provides a kind of problems to delimit device, which is arranged in the server, packet
Include the module of the middle method and step for executing second aspect and each implementation of second aspect.
5th aspect, the embodiment of the present application provide a kind of terminal, including transceiver, processor and memory.Wherein,
It can be connected by bus system between transceiver, processor and the memory.The memory is for storing program, instruction
Or code, the processor are used to execute program, instruction or the code in the memory, complete in a first aspect, or first party
Method in the possible design of any one of face.
6th aspect, the embodiment of the present application provide a kind of server, including transceiver, processor and memory.Its
In, it can be connected by bus system between transceiver, processor and the memory.The memory for store program,
Instruction or code, the processor are used to execute program, instruction or code in the memory, complete second aspect or the
Method in any one possible design of two aspects.
7th aspect, the embodiment of the present application provide a kind of computer readable storage medium, the computer-readable storage
Instruction is stored in medium, when run on a computer, so that computer executes first aspect, second aspect, first party
Method in any possible design in face or the arbitrarily possible design of second aspect.
The problem of method human cost is high, and the time is long, low efficiency is delimited to solve existing issue, in the present solution, in terminal
Preset problem information library, the problem information library maintenance terminal problem and terminal's status information corresponding with corresponding problem it is corresponding
Relationship.Wherein, terminal's status information includes at least one leading to the problem of corresponding function items context information.Work as terminal operating
When something goes wrong, user can input corresponding problem information, and terminal is allowed to obtain problem letter from problem information library
Cease corresponding target terminal status information.In turn, terminal can detect every function items shape in target terminal status information respectively
Whether state description information and the state of terminal corresponding function item match, if matched, which is believed
Breath is determined as the delimited information of the problem information, and is shown on the interface of terminal.It can be seen that the technology of the embodiment of the present application
Scheme, by using problem information library as data foundation, terminal operating when something goes wrong, problem can be delimited automatically, thus
The mode short processing time that human resources can not only largely be saved, and executed automatically, it is high-efficient, further, demarcation
Accuracy is also high, can be improved the usage experience of user.
Detailed description of the invention
Technical solution in ord to more clearly illustrate embodiments of the present application, below will be to needed in the embodiment attached
Figure is briefly described, it should be apparent that, for those of ordinary skills, in the premise not made the creative labor
Under, it is also possible to obtain other drawings based on these drawings.
Fig. 1 is the method flow diagram that problem provided by the embodiments of the present application delimits method；
Fig. 2 is the signaling interaction diagram for second of embodiment that problem provided by the embodiments of the present application delimits method；
Fig. 3 is interface schematic diagram when problem provided by the embodiments of the present application inputs；
Fig. 4 is interface schematic diagram when problem provided by the embodiments of the present application is delimited；
Fig. 5 is the interface schematic diagram at the end of problem provided by the embodiments of the present application is delimited；
Fig. 6 is the interface schematic diagram of second of embodiment at the end of problem provided by the embodiments of the present application is delimited；
Fig. 7 is the structural schematic diagram of the virtual bench of terminal provided by the embodiments of the present application；
Fig. 8 is the structural schematic diagram of the entity apparatus of terminal provided by the embodiments of the present application；
Fig. 9 is the structural schematic diagram of the virtual bench of server provided by the embodiments of the present application；
Figure 10 is the structural schematic diagram of the entity apparatus of server provided by the embodiments of the present application.
Specific embodiment
With reference to the accompanying drawing, the embodiment of the present application is described.
Wherein, be largely network problem the problem of terminal, and about 60% network problem be arranged by terminal side it is improper
It is caused, it is based on this, in order to improve the demarcation efficiency of this subproblem, while reducing the occupancy of human resources, this programme exists
Device is delimited in terminal side setting, and the operation of terminal side calls the demarcation device to execute by terminal.
Referring to Fig. 1, Fig. 1 is the method flow diagram that problem provided by the embodiments of the present application delimits method, problem shown in FIG. 1
Demarcation method is applied to terminal, can delimit automatically to institute's problem, so as to save human resources.This method includes
Following steps:
Step S101: the problem of receiving user's input information.
Wherein, in the present solution, terminal can be mounted in advance in the form of APP by delimiting device, alternatively, as independent function items,
It is attached on the APP of operator.When terminal operating goes wrong, user can star demarcation device, and be mentioned by delimiting device
The interface of confession inputs problem information.Specifically, in the embodiment of the present application, the problem of problem information refers to terminal current problem, is retouched
It states, may include the position etc. where key to the issue word, problem time of origin and terminal.
It should be pointed out that the problem of delimiting device information input interface can be set to different forms, in turn, user
Problem information can be inputted in different ways.For example, that text can be set is defeated for the problem of delimiting device information input interface
Enter frame, user can input different information in different Text Entries.For another example, it delimits to preset in device and ask
The drop-down menu for inscribing keyword and problem time of origin section etc., after user enters interface, can pass through drop-down menu point phase selection
The project answered.Alternatively, can also be in advance by several types belonging to key to the issue word and several times of problem time of origin
Section is shown on the interface for delimiting device respectively in the form of optional project, after user enters the interface for delimiting device, directly
Choose corresponding project.In addition, user can also input problem information by voice.Certainly, described herein is only this Shen
Several optional embodiments please, do not constitute a limitation the embodiment of the present application.
In addition, the position where terminal can voluntarily be inputted by user, can also in delimiting device preset map, then
It is obtained by global positioning system (Global Positioning System, GPS) positioning, the embodiment of the present application does not make this
Limitation.
Step S102 obtains the corresponding target terminal status information of problem information from problem information library.
Wherein, problem information library is the corresponding relationship of the terminal's status information of every problem information and corresponding problem information,
Terminal's status information includes at least one leading to the problem of corresponding function items context information, for example, it may be not opening nothing
Line connection.The problem information library is arranged in advance by technical staff and is maintained in terminal.In the present embodiment, it will be asked with what user inputted
The corresponding terminal's status information of topic information is known as target terminal status information.
Specifically, the problem of terminal, can be divided into several classes, in the application for the ease of pool and problem of management information
An optional example in, can according to the function division belonging to problem be hardware resource problem, allocation problem, network problem and
APP uses several classes of problem.In turn, for every a kind of problem, corresponding terminal's status information can be led to the problem of respectively by arranging, and
By terminal's status information and the corresponding storage of corresponding problem, problem information library is obtained.
According to the description of above-mentioned steps, user can be from master editor's problem information, can also be from pre-set project
Select permeability information, when user is from master editor's problem information, since expression way of the different user to same problem is different, but
It is the keyword for wherein generally comprising problem, therefore, this programme can extract key to the issue word, then, root from problem information
The type to match is searched in problem information library according to key to the issue word.When user from pre-set project believe by select permeability
When breath, due to problem information compiled completion, and content is constant, so, it can establish each preset problem information and ask
The corresponding relationship of type is inscribed, so as to determine type belonging to problem information according to the user's choice.
For example, it is assumed that operation problem is can not to connect network.And referring to table 1, table 1 is a kind of example provided by the present application
Property problem information library.
Table 1
When user is from edlin problem information, delimiting the problem of device receives information be may include: " can not connect nothing
Gauze ", " company do not surf the Internet " and " network can not be accessed " etc..The keyword in problem information, including " nothing can be extracted by delimiting device
Gauze " and " network " then can determine that the type of problem information is that " network is asked according to keyword " wireless network " and " network "
Topic ".
When user's select permeability information from pre-set project, it is assumed that pre-set project packet in the present embodiment
Include: when roaming, signal, network and the several options of APP, user should select " network ", when user's Trigger Problems information input,
Delimiting device can determine that problem types are " network problems " by " network ".
Certainly, above-mentioned example is only a kind of optional embodiment of the application, in the present solution, problem types can also be according to
Other dimensions divide.For example, problem information library shown in table 2, is divided into customer problem, network problem according to the main body that problem generates
With service provider (Service Provider, SP) problem three categories, also, can also to be further divided into three small for customer problem
Class, network problem can also be further divided into two groups, and each group problem is corresponding with corresponding terminal status information respectively.
Table 2
It, can be fixed to delimit device executive problem by the description of this step it is found that this programme is by offering question information bank
Boundary provides reference information, so that delimit device executive problem can delimit immediately, improves the efficiency that problem is delimited.
Step S103 detects every function items context information function corresponding to terminal in target terminal status information respectively
Whether the state of energy item matches.
Wherein, target terminal status information includes, and at least one there may be the function of problem corresponding to described problem information
It can item context information；The state of terminal function item refers to whether the corresponding function item of terminal is opened, or, if quilt
It chooses or occupancy etc..
It can read functions item context information, and one function items shape of every reading one by one specifically, delimiting device
State description information obtains the current state of terminal corresponding function item and judges the current state of the function items and function items shape in turn
Whether the description of state description information matches.It is the state letter led to the problem of as described in function items context information
Therefore breath if the record of current state and the function items context information of the function items does not match that, illustrates that the function items are worked as
Preceding state will not cause operation problem, and if the current state and the record phase of function items context information of the function items
Match, illustrate that the current state of the function items has caused the current problem of terminal, then using corresponding function item context information as
The delimited information that terminal side determines, the present embodiment are known as the first delimited information.In the embodiment of the present application, the first delimited information is to produce
The SOT state of termination category information of raw corresponding problem information correspondence problem.
For example, it is corresponding that demarcation device reads " allocation problem " first when problem types are " allocation problems " in table 1
First function items context information " having opened offline mode " then obtains the setting state of the currently used mode of terminal, such as
The setting state of the currently used mode of fruit terminal is not offline mode, then describes the problem problem corresponding to information, is not the function
Caused by the setting of item is improper, and if the setting state of the currently used mode of terminal is offline mode, illustrate the current function
Setting be the reason led to the problem of, then, function items context information " having opened offline mode " is one article the
One delimited information.Then, it delimits device and sequentially reads subsequent function items context information, and respectively to every function items shape
State description information executes aforesaid operations, and and will not be described here in detail for the embodiment of the present application.
It should be noted that since the premise for opening certain function items is that upper-layer functionality item has been switched on, therefore,
In above-mentioned detection process, if detecting that upper-layer functionality item is not opened, in order to save overhead, while demarcation efficiency is improved,
It then can no longer detect the state of its lower layer's function items.For example, A authority module is the upper-layer functionality item of B function items, only A power
When limiting module unlatching, B function items just have permission unlatching.If A authority module and the state of B function items have an impact to same problem,
Device is delimited when detecting that A authority module is not opened, then can no longer detect the state of B function items.
In addition, may detect a plurality of function items context information and its corresponding function when determining delimited information
The state of item matches, at this point, then all regard detected function items context information as problem information first determines
Boundary's information.
By the description of this step it is found that this programme with terminal's status information collection be reference, pass through comparison terminal function item shape
The mode of state determines the first delimited information, easy to operate without complicated calculating and data interaction, and then being capable of fast bound.
Step S104 shows the first delimited information.
Wherein, it based on the description of above-mentioned steps, after determining the first delimited information, in order to improve user experience, delimits
Device can show the first delimited information on interface.
In addition, in order to help user to solve operation problem in time, if the first delimited information is the function items setting of terminal
State can also show together the information for modifying function items setting state, while showing delimited information so as to draw
It leads user to solve a problem promptly, improves user experience.
For example, when problem information is " can not connect network ", and the first obtained delimited information is that " non-turn-on data is opened
Close " when, device is delimited while display " non-turn-on data switch ", can also be shown " it is recommended that user clicks ' setting-data
Switch ' open data switch option ".
By the description of the present embodiment it is found that this programme is by setting problem and the terminal's status information led to the problem of correspondence
It sets, can be delimited for problem and information reference is provided, to can not only delimit automatically to problem, save human resources, and
And delimiting time is short, it is high-efficient.In addition, under the scene of no network connection, it can be to the whole that improper initiation is arranged by terminal
Problem is delimited, and problem identification range is also larger.
By the description of above-described embodiment it is found that problem information library is the important reference that this programme is implemented, therefore, problem
The correctness of information is particularly important in information bank.And with development in science and technology, the function of terminal is more and more perfect, the frequency of update
Rate is also higher and higher, and therefore, the setting of the every attribute and function items of terminal is also constantly changing, this is based on, to problem information
The update and calibration of information, very necessary for this programme in library.
According to the above-mentioned description to problem information library it is found that problem information library is that technical staff rule of thumb arranges and obtains
, therefore, as technology develops, technical staff can regularly update the content in problem information library in server end.In view of this,
For the time that clear problem information library updates, in the present embodiment, the problem of being updated for different time information bank mark version
This number, then, terminal can obtain the latest edition number in problem information library from server before executing demarcation, in turn, judgement
Whether the version number of current problem information bank is latest edition number, operation is delimited if it is, executing, if it is not, terminal can
In a manner of by requesting upgrading to delimit device to server, replacement problem information bank.Certainly, when technical staff is in server side
After replacement problem information bank, server actively can also send version update notification to terminal.
It should be noted that delimited in device since problem information library is usually maintained in, and delimiting device is substantially the
Tripartite's application program, so, when the version updating in problem information library, the demarcation device in problem information library is carried simultaneously also by more
Newly, so, in the present embodiment, server to terminal send latest edition the problem of information bank, substantially be send latest edition
Demarcation device data packet.
In addition, the interactive operation of above-mentioned terminal and server, is to implement in the case where terminal can network, if eventually
End can not currently network, and the operation of above-mentioned replacement problem information bank will be unable to implement.
By the description of the present embodiment it is found that this programme is before demarcation, can determine local problem information bank whether be
Latest edition guarantees the accuracy of delimited information so as to the problem information library that timely updates.
Above embodiment described terminals from the reason of locally determining the embodiment of delimited information, and generate operation problem
It may be that terminal configuration is not in place, it is also possible to server failure, and/or, SP server failure, therefore, in order to more
Comprehensively problem information is delimited, this programme can also pass through another line on the basis of executing above-mentioned implementation process
Journey determines the equipment led to the problem of.
Referring to fig. 2, Fig. 2 is the Signalling exchange for second of embodiment that problem provided by the embodiments of the present application delimits method
Scheme, in the present embodiment, after the demarcation device of terminal receives the problem of user inputs information, problem information is sent to service
Device, server equally delimit problem information, are terminal, server or SP with the source device for determining that problem information generates
Server, and after determining corresponding second delimited information of problem information, terminal is sent device information to, terminal is then to user
The first delimited information and the second delimited information are shown simultaneously.
Specifically, the content that server usually operates terminal every time records, the running log of terminal is obtained.When connecing
After receiving problem information, server can be according to the unique identification of terminal, such as International Mobile Equipment Identity code
(International Mobile Equipment Identity, IMEI).Then, end is transferred according to the unique identification of terminal
The running log at end in turn can be by analyzing the data recorded in running log, it is determined whether be subscriber terminal side and itself
It leads to the problem of.Certainly, server delimits the equipment led to the problem of according to running log, is well-known to those skilled in the art
Technology, and will not be described here in detail for the embodiment of the present application.
It should be pointed out that terminal to server sends problem information, need to execute in a network environment, therefore, delimit
For device after receiving problem information, whether the network port that can detecte terminal has data transmission, if so, thinking that terminal is current
It is able to use network, then sends server for problem information.Certainly, whether terminal can also have data in the detection network port
Before transmission, the network function item of first controlling terminal is fully open.
In addition, the description updated according to above-described embodiment to problem information library is it is found that in the present embodiment, when server receives
After the request for delimiting device update sent to terminal, terminal is sent by the demarcation device data packet of latest edition；Alternatively,
After the demarcation device of server end updates, server actively sends the version update notification for delimiting device to terminal.
In order to advanced optimize this programme, in the present embodiment, terminal can also send server for the first delimited information,
Whether server can detecte the first delimited information identical as the second delimited information, if the first delimited information and the second delimited information
Difference illustrates that the first delimited information may be inaccurate, or not comprehensively, then the second delimited information is sent end by server
End, and shown in terminal.
It can be seen that operation goes wrong when terminal side, this programme passes through the side of terminal side and server side complete detection
Formula, can not only improve the range of problem demarcation, moreover, making the accuracy for delimiting result higher.
In order to make those skilled in the art more clearly and detailedly understand the technology of this programme, below from the angle of application
This programme is described.
Assuming that terminal device is mobile phone in the present embodiment, referring to Fig. 3, Fig. 3 is problem provided by the embodiments of the present application input
When interface schematic diagram, wherein in the present embodiment, different operation problems is listed by way of option, the direct point of user
Problem is selected to describe.
When mobile phone currently the problem of can not connecting wireless network occurs, user, which triggers, delimits the interface that device opens Fig. 3, and
It selects " indulging in the internet ", time of origin selects " present ", and position selection " interior ", at the same time, the GPS module of mobile phone starts pair
Position where user positions.When user triggers " starting to detect " button, delimits device and receive problem information, and open
Primordium executes demarcation in problem information library.
It should be pointed out that delimiting device can control the wireless network function of mobile phone if mobile phone cannot currently connect network
It opens, it is then detected that whether be able to carry out network transmission, if not can be carried out network transmission still, only terminal side can be with
Execute demarcation.If mobile phone can network, but network signal is poor, then when user clicks " starting to detect " button, delimits dress
Set " indulging in the internet ", " present ", " interior " and the obtained location information of positioning are sent to mobile network service device, terminal side and
Server side is performed simultaneously demarcation.
In order to improve user experience, referring to fig. 4, display is corresponding during executing demarcation, on the interface of mobile phone delimits end
Implementation progress.Specifically, can be preset, for example, 20s starts down when starting to execute demarcation the fixed execution period
Timing, and calculate the duration that currently consumes account for total duration number, and show corresponding percentage number.
Referring to Fig. 5, Fig. 5 is the interface schematic diagram at the end of problem provided by the embodiments of the present application is delimited, when demarcation terminates
When, it delimits device and shows delimited information on mobile phone interface, if asked caused by delimiting the result is that mobile phone terminal setting is not in place
Topic, shows together by how this is arranged, while can also show the button of link setting." solving to suggest " portion as shown in Figure 5
Divide and shows " mobile phone closes data switch, please open data switch ", meanwhile, it is provided with the button of " opening data switch ", is used
Family can click this button, be directly entered data switch set interface.In addition, may be used also after user is provided with according to prompt
It " is detected again " with triggering, operating result is verified.After user's triggering " detecting again ", implementation procedure and foregoing description
Match, details are not described herein again for the embodiment of the present application.
Certainly, if delimiting result instruction, not mobile phone setting is improper, but network failure, then shows on mobile phone interface
When delimiting result, user can also be to the server feedback problem, in order to which related technical personnel can repair network event in time
Barrier.Referring to Fig. 6, Fig. 6 is the interface schematic diagram of second of embodiment at the end of problem provided by the embodiments of the present application is delimited,
When being the problem of network failure causes, user can by " a key worksheet processing " button on interface, by the description of this problem and
It delimits result and is sent to server.
In addition, if user is unfamiliar with for delimiting the operation of device, alternatively, the form for more getting used to dialing service calls is true
Determine questions and prospect, then, contact staff can also be with the end message of far call mobile phone, with the problem of delimiting.Specifically, customer service people
Member can be sent to mobile phone by server and transfer the request of end message, can show inquiry window on mobile phone interface, when with
After agreement is clicked at family, the end message of collection of server mobile phone, then, execution are delimited and after demarcation, send to mobile phone
Delimited information.
Certainly, it will be clear for those skilled in the art that above are only the optional example of the application, to the application
The technical solution of embodiment does not constitute a limitation, also, simple extension on the basis of foregoing description, belongs to the embodiment of the present application
Protection category.
In summary, problem provided by the embodiments of the present application delimits method, delimits device by being arranged in terminal side, in conjunction with
Problem information library executive problem can not only delimit automatically, improve and delimit efficiency, moreover, in the case where no network connection,
Problem Producing reason can be determined to a certain extent, not only saves human resources, but also is delimited quickly timely.In addition, with
Server is delimited jointly, additionally it is possible to be expanded and be delimited range, improve the accuracy of demarcation.
Fig. 7 is the schematic diagram of terminal 700 provided by the embodiments of the present application.The terminal 700 can be used for executing Fig. 1 and Fig. 2
Corresponding method.As shown in fig. 7, the terminal 700 includes receiving module 701, obtains module 702, detection module 703 and display
Module 704,4 modules specifically can be used for executing corresponding processing operation in Fig. 1 and Fig. 2 the method.
For example, the receiving module 701 can be used for receiving the problem of user's input information.The acquisition module 702 can be used
In the corresponding target terminal status information of acquisition described problem information from preset problem information library.The detection module 703 can
For detecting every function items context information and the terminal corresponding function in the target terminal status information respectively
Whether the state of item matches.The display module 704 is displayed for first delimited information.
Particular content can be with reference to the description of relevant portion in Fig. 1 and Fig. 2 the method, and details are not described herein again.
It should be understood that the division of the above modules is only a kind of division of logic function, it in actual implementation can be whole
Or be partially integrated on a physical entity, it can also be physically separate.In the embodiment of the present application, receiving module 701 can be by
Transceiver realizes that obtaining module 702, detection module 703 and display module 704 can be realized by processor.As shown in figure 8, eventually
End 700 may include processor 801, transceiver 802 and memory 803.Wherein, memory 803 can be used for storing terminal 700
Program/the code pre-installed when factory also can store the code etc. when executing for processor 801.
It should be understood that can correspond to Fig. 1 and Fig. 2 institute according to the embodiment of the present application according to the terminal 700 of the embodiment of the present application
State the terminal in method, wherein the various information transmit-receives that transceiver 802 is executed for terminal described in execution method, processor
801 for other processing of the terminal other than information transmit-receive described in execution method.Details are not described herein.
Correspondingly, Fig. 9 is a kind of schematic diagram of server 900 provided by the embodiments of the present application.The server 900 can be used
The method corresponding to execution Fig. 1 and Fig. 2.As shown in figure 9, the server 900 include receiving module 901, obtain module 902,
Transfer module 903, screening module 904, generation module 905 and sending module 906.6 modules specifically can be used for executing Fig. 1
With processing operation corresponding in Fig. 2 the method.
For example, the receiving module 901 can be used for receiving the problem of terminal is sent information.The acquisition module 902 can be used
In the end message for obtaining the terminal.This, which transfers module 903, can be used for transferring the running log of the terminal；The operation
Log includes the history end message of the terminal.The screening module 904 can be used for screening from the end message and institute
State the different information of the record of running log.The generation module 905 can be used for generating described second according to the information screened
Delimited information.The sending module 906 can be used for sending the terminal for second delimited information.
Particular content can be with reference to the description of method relevant portion corresponding to Fig. 1 and Fig. 2, and details are not described herein again.
It should be understood that the division of the above modules is only a kind of division of logic function, it in actual implementation can be whole
Or be partially integrated on a physical entity, it can also be physically separate.In the embodiment of the present application, receiving module 901 obtains mould
Block 902 and sending module 906 can realize by transceiver, and transferring module 903, screening module 904 and generation module 905 can be by
Processor is realized.As shown in Figure 10, server 900 may include processor 1001, transceiver 1002 and memory 1003.Its
In, memory 1003 can be used for the program/code pre-installed when storage server 900 is dispatched from the factory, and also can store for processor
Code etc. when 1001 execution.
It should be understood that can correspond to Fig. 1 and Fig. 2 according to the embodiment of the present application according to the server 900 of the embodiment of the present application
Server in corresponding method, the various information that wherein transceiver 1002 is executed for server described in execution method are received
Hair, processor 1001 is for other processing of the server other than information transmit-receive described in execution method.Details are not described herein.
In the specific implementation, counterpart terminal and server, the embodiment of the present application also provides a kind of computer storage medium respectively,
Wherein, program can be stored with by computer storage medium being arranged in arbitrary equipment, and it includes that Fig. 1 extremely schemes that the program is implementable when executing
Step some or all of in each embodiment of the problem of 6 offer demarcation method.Storage medium in arbitrary equipment can be magnetic
Dish, CD, read-only memory (English: read-only memory, referred to as: ROM) or random access memory (English:
Random access memory, referred to as: RAM) etc..
In the embodiment of the present application, transceiver can be wireline transceiver, wireless transceiver or combinations thereof.Wireline transceiver example
It such as can be Ethernet interface.Ethernet interface can be optical interface, electrical interface or combinations thereof.Wireless transceiver for example can be
Wireless lan transceiver, cellular network transceiver or combinations thereof.Processor can be central processing unit (English: central
Processing unit, abbreviation: CPU), network processing unit (English: network processor, abbreviation: NP) or CPU and
The combination of NP.Processor can further include hardware chip.Above-mentioned hardware chip can be specific integrated circuit (English:
Application-specific integrated circuit, abbreviation: ASIC), programmable logic device (English:
Programmable logic device, abbreviation: PLD) or combinations thereof.Above-mentioned PLD can be Complex Programmable Logic Devices
(English: complex programmable logic device, abbreviation: CPLD), field programmable gate array (English:
Field-programmable gate array, abbreviation: FPGA), Universal Array Logic (English: generic array
Logic, abbreviation: GAL) or any combination thereof.Memory may include volatile memory (English: volatile memory),
Such as random access memory (English: random-access memory, abbreviation: RAM)；Memory also may include non-volatile
Property memory (English: non-volatile memory), such as read-only memory (English: read-only memory, abbreviation:
ROM), flash memory (English: flash memory), hard disk (English: hard disk drive, abbreviation: HDD) or solid-state
Hard disk (English: solid-state drive, abbreviation: SSD)；Memory can also include the combination of the memory of mentioned kind.
In Fig. 8 and Figure 10 can also include bus interface, bus interface may include any number of interconnection bus and
The various circuits for the memory that bridge, the one or more processors specifically represented by processor and memory represent are linked at one
It rises.Bus interface can also link various other circuits of such as peripheral equipment, voltage-stablizer and management circuit or the like
Together, these are all it is known in the art, and therefore, it will not be further described herein.Bus interface offer connects
Mouthful.Transceiver provides the unit for communicating over a transmission medium with various other equipment.Processor is responsible for managing bus architecture
With common processing, memory can store processor used data when executing operation.
Art technology is any it will also be appreciated that the various illustrative components, blocks that the embodiment of the present application is listed
(illustrative logical block) and step (step) can by electronic hardware, computer software, or both knot
Conjunction is realized.Such function is that the design for depending on specific application and whole system is realized by hardware or software
It is required that.Those skilled in the art can be used various methods and realize the function, but this for every kind of specific application
Kind, which is realized, is understood not to the range beyond the embodiment of the present application protection.
Various illustrative logic units and circuit described in the embodiment of the present application can be by general processors, number
Word signal processor, specific integrated circuit (ASIC), field programmable gate array (FPGA) or other programmable logic devices, from
Door or transistor logic are dissipated, discrete hardware components or above-mentioned any combination of design carry out implementation or operation described function.It is logical
It can be microprocessor with processor, optionally, which may be any traditional processor, controller, micro-
Controller or state machine.Processor can also be realized by the combination of computing device, such as digital signal processor and Wei Chu
Device, multi-microprocessor are managed, one or more microprocessors combine a digital signal processor core or any other like
Configuration is to realize.
The step of method described in the embodiment of the present application or algorithm can be directly embedded into hardware, processor execute it is soft
The combination of part unit or the two.Software unit can store in RAM memory, flash memory, ROM memory, EPROM storage
Other any form of storaging mediums in device, eeprom memory, register, hard disk, moveable magnetic disc, CD-ROM or this field
In.Illustratively, storaging medium can be connect with processor, so that processor can read information from storaging medium, and
It can be to storaging medium stored and written information.Optionally, storaging medium can also be integrated into the processor.Processor and storaging medium can
To be set in asic, ASIC be can be set in UE.Optionally, processor and storaging medium also can be set in UE not
In same component.
It should be understood that the size of the serial number of each process is not meant to execution sequence in the various embodiments of the application
Successively, the execution sequence of each process should be determined by its function and internal logic, the implementation process without coping with the embodiment of the present application
Constitute any restriction.
In the above-described embodiments, can come wholly or partly by software, hardware, firmware or any combination thereof real
It is existing.When implemented in software, it can entirely or partly realize in the form of a computer program product.The computer program
Product includes one or more computer instructions.When loading on computers and executing the computer program instructions, all or
It partly generates according to process or function described in the embodiment of the present application.The computer can be general purpose computer, dedicated meter
Calculation machine, computer network or other programmable devices.The computer instruction can store in computer readable storage medium
In, or from a computer readable storage medium to the transmission of another computer readable storage medium, for example, the computer
Instruction can pass through wired (such as coaxial cable, optical fiber, number from a web-site, computer, server or data center
User's line (DSL)) or wireless (such as infrared, wireless, microwave etc.) mode to another web-site, computer, server or
Data center is transmitted.The computer readable storage medium can be any usable medium that computer can access or
It is comprising data storage devices such as one or more usable mediums integrated server, data centers.The usable medium can be with
It is magnetic medium, (for example, floppy disk, hard disk, tape), optical medium (for example, DVD) or semiconductor medium (such as solid state hard disk
Solid State Disk (SSD)) etc..
The various pieces of this specification are all made of progressive mode and are described, same and similar portion between each embodiment
Dividing may refer to each other, and what each embodiment introduced is and other embodiments difference.Especially for device and it is
For embodiment of uniting, since it is substantially similar to the method embodiment, so being described relatively simple, related place is referring to method reality
Apply the explanation of example part.
Although the preferred embodiment of the application has been described, it is created once a person skilled in the art knows basic
Property concept, then additional changes and modifications may be made to these embodiments.So it includes excellent that the following claims are intended to be interpreted as
It selects embodiment and falls into all change and modification of the application range.
Obviously, those skilled in the art can carry out various modification and variations without departing from the essence of the application to the application
Mind and range.In this way, if these modifications and variations of the application belong to the range of the claim of this application and its equivalent technologies
Within, then the application is also intended to include these modifications and variations.
Claims (20)
1. a kind of problem delimits method characterized by comprising
Terminal receives the problem of user's input information；
The terminal obtains the corresponding target terminal status information of described problem information from preset problem information library, wherein
Described problem information bank safeguards the corresponding relationship of every problem information Yu its corresponding terminal status information, the terminal's status information
The function items context information for generating corresponding problem information correspondence problem including at least one；
The terminal detects every function items context information and the terminal phase in the target terminal status information respectively
It answers whether the state of function items matches, the function items state description to match with the state of the terminal corresponding function item is believed
Cease the first delimited information as described problem information；
The terminal shows first delimited information.
2. problem according to claim 1 delimits method, which is characterized in that the information the problem of reception user inputs
Later, the method also includes:
Whether the terminal detection network port has data transmission；
If the network port has data transmission, described problem information is sent server by the terminal, triggers the service
Second delimited information of device generation described problem information；Second delimited information includes described in the generation that the server determines
The source device information of problem information correspondence problem；
The terminal receives and shows second delimited information that the server is sent.
3. problem according to claim 2 delimits method, which is characterized in that whether have in the terminal detection network port
Before data transmission, the method also includes:
The terminal control network function item is fully open.
4. problem according to claim 2 delimits method, which is characterized in that if the network port has data transmission,
Before receiving and showing second delimited information, the method also includes:
The terminal receives the request for the acquisition end message that the server is sent；Wherein, the end message includes described
The facility information and operation information of terminal；
The end message is sent the server by the terminal, triggers the server and is generated according to the end message
Second delimited information.
5. delimiting method to problem described in any claim in 3 according to claim 1, which is characterized in that in the reception user
After the problem of input information, the corresponding target terminal shape of described problem information is searched from preset problem information library described
Before state information, the method also includes:
The terminal obtains the latest edition number of described problem information bank from the server；
When the current version number of described problem information bank is not the latest edition number, the terminal is obtained from the server
The corresponding problem information library of the latest edition number；
The terminal replaces described problem information bank using the corresponding problem information library of the latest edition number.
6. a kind of problem delimits method characterized by comprising
The problem of server receiving terminal is sent information；
The server obtains the end message of the terminal, wherein the end message includes the facility information of the terminal
And operation information；
The server transfers the running log of the terminal；The running log includes the history end message of the terminal；
The server screens the information different from the record of the running log from the end message；
The server generates second delimited information according to the information screened；Second delimited information includes generating institute
State the source device information of problem information correspondence problem；
Second delimited information is sent the terminal by the server, triggers the terminal and shows that described second delimits letter
Breath.
7. problem according to claim 6 delimits method, which is characterized in that generate described problem information in the server
The second delimited information after, before sending the terminal for second delimited information, the method also includes:
The server obtains the first delimited information；Wherein, first delimited information is that the terminal is believed from default problem
It ceases after obtaining the corresponding target terminal status information of described problem information in library, is selected from the target terminal status information
, the function items context information to match with the state of the terminal corresponding function item；Wherein, described problem information bank is tieed up
The corresponding relationship of every problem information Yu its corresponding terminal status information is protected, the terminal's status information includes at least one generation
The function items context information of corresponding problem information correspondence problem；
The server judges whether second delimited information and first delimited information are identical；
When second delimited information and the first delimited information difference, the server execution is described to be determined described second
Boundary's information is sent to the operation of the terminal.
8. problem according to claim 6 delimits method, which is characterized in that the method also includes:
The server sends the latest edition number of described problem information bank to the terminal；
When receiving the request in the corresponding problem information library of the acquisition latest edition number that the terminal is sent, by described in most
The corresponding problem information library of new version number is sent to the terminal；It is corresponding using the latest edition number to trigger the terminal
Replace described problem information bank in problem information library.
9. a kind of problem delimits device, which is characterized in that described device is set to terminal, comprising:
Receiving module, for receiving the problem of user inputs information；
Module is obtained, for obtaining the corresponding target terminal status information of described problem information from preset problem information library,
Wherein, described problem information bank safeguards the corresponding relationship of every problem information Yu its corresponding terminal status information, the terminal shape
State information includes the function items context information of the corresponding problem information correspondence problem of at least one generation；
Detection module, for detecting every function items context information and the end in the target terminal status information respectively
Whether the state of end corresponding function item matches, and the function items state to match with the state of the terminal corresponding function item is retouched
State first delimited information of the information as described problem information；
Display module, for showing first delimited information.
10. problem as claimed in claim 9 delimits device, which is characterized in that described device further include: sending module, wherein
The detection module, is also used to detect whether the network port has data transmission；
The sending module is touched for sending server for described problem information when the network port has data transmission
Send out server described and generate the second delimited information of described problem information；Second delimited information includes that the server determines
Generation described problem information correspondence problem source device information；
The receiving module is also used to receive and show second delimited information that the server is sent.
11. problem as claimed in claim 10 delimits device, which is characterized in that described device further includes control module,
The control module, it is fully open for controlling network function item.
12. problem as claimed in claim 10 delimits device, which is characterized in that
The receiving module is also used to receive the request for the acquisition end message that the server is sent；Wherein, the terminal letter
Breath includes the facility information and operation information of the terminal；
The sending module is also used to send the server for the end message, triggers the server according to
End message generates second delimited information.
13. the problem as described in any one of claim 9 to 11 delimits device, which is characterized in that
The acquisition module is also used to obtain the latest edition number of described problem information bank from the server；It is also used to work as institute
When the current version number for stating problem information library is not the latest edition number, the latest edition number pair is obtained from the server
The problem of answering information bank；
Update module, for replacing described problem information bank using the corresponding problem information library of the latest edition number.
14. a kind of problem delimits device, which is characterized in that described device is set to server, comprising:
Receiving module, for receiving the problem of terminal is sent information；
Module is obtained, for obtaining the end message of the terminal, wherein the end message includes the equipment letter of the terminal
Breath and operation information；
Module is transferred, for transferring the running log of the terminal；The running log includes the history terminal letter of the terminal
Breath；
Screening module, for screening the information different from the record of the running log from the end message；
Generation module, for generating second delimited information according to the information screened；Second delimited information includes producing
The source device information of raw described problem information correspondence problem；
Sending module triggers the terminal and shows that described second is fixed for sending the terminal for second delimited information
Boundary's information.
15. a kind of terminal characterized by comprising processor, memory and transceiver；The processor can execute described
The program or instruction stored in memory, to perform the steps of
The problem of calling the transceiver to receive user's input information；
The corresponding target terminal status information of described problem information is obtained from preset problem information library, wherein described problem
Information bank safeguards that the corresponding relationship of every problem information Yu its corresponding terminal status information, the terminal's status information include at least
One generates the function items context information of corresponding problem information correspondence problem；The target terminal status information is detected respectively
In the state of every function items context information and the terminal corresponding function item whether match, will be corresponding to the terminal
First delimited information of the function items context information that the state of function items matches as described problem information；Described in display
First delimited information.
16. terminal as claimed in claim 15, which is characterized in that believe the problem of calling the transceiver to receive user's input
After breath,
The processor is also used to, and whether the network port for detecting the transceiver has data transmission；When the network port has
When data are transmitted, the transceiver is called to send server for described problem information, triggers and asked described in the server generation
Inscribe the second delimited information of information；Second delimited information includes that the determining generation described problem information of the server is corresponding
The source device information of problem；It calls the transceiver to receive and shows second delimited information that the server is sent.
17. terminal as claimed in claim 16, which is characterized in that the processor detects the network of the transceiver executing
Before whether port has data transmission,
It is fully open to be also used to control network function item.
18. terminal as claimed in claim 16, which is characterized in that when the network port has data transmission, the processing
Device before calling the transceiver to receive and showing second delimited information of the server transmission,
The request for being also used to that the transceiver is called to receive the acquisition end message that the server is sent；Wherein, the terminal
Information includes the facility information and operation information of the terminal, and sends the server for the end message, triggers institute
It states server and second delimited information is generated according to the end message.
19. the terminal as described in claim any in claim 15 to 17, which is characterized in that the processor is calling the receipts
After sending out the problem of device receives user's input information, executing, the lookup described problem information from preset problem information library is corresponding
Target terminal status information before,
It is also used to obtain the latest edition number of described problem information bank from the server；When the current version of described problem information bank
This number when not being the latest edition number, calling the transceiver to obtain from the server, the latest edition number is corresponding to ask
Information bank is inscribed, and replaces described problem information bank using the corresponding problem information library of the latest edition number.
20. a kind of server characterized by comprising processor, memory and transceiver；The processor can execute institute
The program or instruction stored in memory is stated, to perform the steps of
The transceiver is called to receive the end message of the problem of terminal is sent information and the terminal, wherein the terminal
Information includes the facility information and operation information of the terminal；Transfer the running log of the terminal；The running log includes
The history end message of the terminal；The information different from the record of the running log is screened from the end message；Root
Second delimited information is generated according to the information screened；Second delimited information includes generating described problem information correspondence to ask
The source device information of topic；It calls the transceiver to send the terminal for second delimited information, it is aobvious to trigger the terminal
Show second delimited information.
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| CN110019321B (en) | 2023-08-22 |
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