CN110069051B - Household appliance fault processing method and device - Google Patents
Household appliance fault processing method and device Download PDFInfo
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- CN110069051B CN110069051B CN201910356198.XA CN201910356198A CN110069051B CN 110069051 B CN110069051 B CN 110069051B CN 201910356198 A CN201910356198 A CN 201910356198A CN 110069051 B CN110069051 B CN 110069051B
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- G—PHYSICS
- G05—CONTROLLING; REGULATING
- G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
- G05B23/00—Testing or monitoring of control systems or parts thereof
- G05B23/02—Electric testing or monitoring
- G05B23/0205—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults
- G05B23/0218—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults characterised by the fault detection method dealing with either existing or incipient faults
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- G—PHYSICS
- G05—CONTROLLING; REGULATING
- G05B—CONTROL OR REGULATING SYSTEMS IN GENERAL; FUNCTIONAL ELEMENTS OF SUCH SYSTEMS; MONITORING OR TESTING ARRANGEMENTS FOR SUCH SYSTEMS OR ELEMENTS
- G05B23/00—Testing or monitoring of control systems or parts thereof
- G05B23/02—Electric testing or monitoring
- G05B23/0205—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults
- G05B23/0259—Electric testing or monitoring by means of a monitoring system capable of detecting and responding to faults characterized by the response to fault detection
- G05B23/0267—Fault communication, e.g. human machine interface [HMI]
- G05B23/0272—Presentation of monitored results, e.g. selection of status reports to be displayed; Filtering information to the user
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
Abstract
The application provides a household appliance fault processing method and a household appliance fault processing device, wherein the method comprises the following steps: the method comprises the steps of obtaining running information of the household appliance through a household appliance server, controlling the household appliance to carry out fault detection when the household appliance is determined to have a fault according to the running information so as to determine a fault type, inquiring various maintenance records for recording the fault information according to the fault type so as to obtain a target record matched with the fault, and generating a maintenance work order according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
Description
Technical Field
The application relates to the technical field of intelligent household appliances, in particular to a household appliance fault processing method and device.
Background
With the continuous development of the intelligent household appliance technology and the internet technology, the intelligent household appliances, such as an intelligent air conditioner, a washing machine, a refrigerator and the like, are continuously popularized, but some faults can inevitably occur in the process of using the household appliances by a user.
In the prior art, after a household appliance fails, a user is usually required to fill in a maintenance work order by himself to guide a maintenance worker to perform home maintenance. However, when a user fills in a maintenance work order, the phenomenon of inaccurate fault information feedback may exist, so that a maintenance worker cannot accurately locate the fault problem, the prepared accessories or maintenance tools are not matched, and the problem of secondary home maintenance may occur.
Disclosure of Invention
The application provides a household appliance fault processing method and device, after the fault type of a household appliance is determined through a household appliance server, a target record matched with the fault is inquired to generate a maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, and the fault problem of the household appliance can be solved through once home maintenance.
An embodiment of a first aspect of the present application provides a method for processing a home appliance failure, including:
acquiring running information of the household appliance;
when the household appliance is determined to have a fault according to the operation information, controlling the household appliance to carry out fault detection so as to determine the fault type;
according to the fault type, inquiring each maintenance record for recording fault information to obtain a target record matched with the fault;
and generating a maintenance work order according to the target record.
An embodiment of a second aspect of the present application provides a device for processing a household appliance fault, including:
the acquisition module is used for acquiring the running information of the household appliance;
the control module is used for controlling the household appliance to carry out fault detection when the household appliance is determined to have a fault according to the operation information so as to determine the fault type;
the query module is used for querying each maintenance record for recording fault information according to the fault type to obtain a target record matched with the fault;
and the generating module is used for generating a maintenance work order according to the target record.
The embodiment of the third aspect of the present application provides a home appliance server, which includes a memory, a processor, and a computer program that is stored in the memory and is executable on the processor, and when the processor executes the program, the method for processing a home appliance failure as described in the embodiment of the first aspect is implemented.
A fourth aspect of the present application provides a non-transitory computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the appliance failure processing method as described in the first aspect of the present application.
One or more technical solutions provided in the embodiments of the present application have at least the following technical effects or advantages:
on one hand, the operation information of the household appliance is obtained, when the household appliance is determined to have a fault according to the operation information, the household appliance is controlled to carry out fault detection so as to determine the fault type, each maintenance record for recording the fault information is inquired according to the fault type so as to obtain a target record matched with the fault, and a maintenance work order is generated according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
On the other hand, when the severity of the fault is determined to be greater than the threshold degree according to the received fault information, the household appliance server pushes fault prompt information to the client associated with the household appliance. The user can judge whether the household appliance fault needs to generate a maintenance work order according to the fault prompt information, when the fault severity is low and the use of the user is not influenced, the household appliance can be automatically repaired without the need of maintenance personnel to go to home for maintenance, and the manpower and financial resources are saved.
In another aspect, when a plurality of target records matched with the fault are obtained by querying each maintenance record for recording fault information according to the fault type, the plurality of target records are sorted according to the matching degree, and the sorted target records are recorded in a repair order. Because the target record contains the fault maintenance record which is the same as or similar to the fault type of the household appliance, the maintenance personnel can be known to maintain the household appliance fault, and the maintenance efficiency is improved.
Drawings
The foregoing and/or additional aspects and advantages of the present application will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:
fig. 1 is a schematic flowchart of a method for processing a failure of a home appliance according to an embodiment of the present application;
fig. 2 is a schematic flowchart of a household appliance fault processing method according to a second embodiment of the present application;
fig. 3 is a schematic flowchart of a method for processing a failure of a home appliance according to a third embodiment of the present application;
fig. 4 is a schematic structural diagram of a home appliance failure processing apparatus according to a fourth embodiment of the present application.
Detailed Description
In the prior art, when the abnormal phenomenon occurs in the household electrical equipment, a user is required to fill in an after-sale maintenance work order to report the repair, but when the user feeds back fault information, the fault information error fed back due to the subjective judgment of the user may exist, so that the fault problem cannot be accurately positioned by a maintenance worker, prepared accessories or maintenance tools are not matched, and the situation of secondary home maintenance may occur.
In order to solve the above problems, an embodiment of the present application provides a method for processing a failure of a home appliance, which includes obtaining operation information of the home appliance, determining that the home appliance has a failure according to the operation information, controlling the home appliance to perform failure detection to determine a failure type, querying, according to the failure type, historical maintenance records for recording the failure information to obtain a target record matched with the failure, and generating a maintenance order according to the target record.
In order to better understand the above technical solutions, exemplary embodiments of the present application will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present application are shown in the drawings, it should be understood that the present application may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the application to those skilled in the art.
In order to better understand the technical solution, the technical solution will be described in detail with reference to the drawings and the specific embodiments.
Example one
Fig. 1 is a schematic flowchart of a household appliance fault processing method according to an embodiment of the present disclosure.
As shown in fig. 1, the method for processing the failure of the home appliance is executed by a home appliance server, and specifically includes the following steps:
The running information of the home appliance may refer to a running state of the home appliance and running parameters of the home appliance in running.
As a possible scenario, the operation information may carry a fault identifier for indicating whether the operation state of the home appliance is normal. For example, when the operating state of the home appliance is abnormal, the fault flag carried by the operating information is 1, and when the operating state of the home appliance is normal, the fault flag carried by the operating information is 0.
The fault identification is generated according to the actual operation parameters of the household appliance and whether the actual operation parameters are within the range of the set normal operation parameters; if the actual operation parameters are not in the set normal operation parameter range, the abnormal performance of the household appliance is indicated, and a fault may exist.
As an example, when the home appliance is an air conditioning device, the operation parameters may include one or more combinations of a set temperature, a set operation mode, a wind speed, an indoor unit rotation speed, an outdoor unit rotation speed, and an operation frequency. For example, if the actual wind speed of the home appliance cannot reach the set wind speed, it indicates that there is an abnormality, and the failure flag is set to 1.
In the embodiment of the application, the home appliance server side can acquire the running information of the home appliance by receiving the running data uploaded by the home appliance in real time or periodically, so as to determine whether the home appliance has a fault according to the acquired running information.
And 102, controlling the household appliance to perform fault detection to determine the fault type when the household appliance is determined to have the fault according to the operation information.
The fault types are divided according to fault reasons or fault expressions, and if the household appliance is an air conditioning device, the fault types can be fan damage, fluorine lack, abnormal swinging of the air guide strips and the like.
When the fault identification carried in the running information of the household appliance acquired by the household appliance server indicates that the household appliance has a fault, the fault detection server can control the household appliance to perform fault detection by sending a fault detection request instruction to the household appliance.
As a possible implementation manner, after receiving a fault detection request instruction sent by a home appliance server, the home appliance performs self-detection on working parameters of the home appliance through a detection module of the home appliance, and analyzes fault information. The failure information may include a failure cause and a failure severity. And the household appliance sends the fault information to the household appliance server so that the household appliance server determines the fault type of the household appliance according to the received fault information.
It should be noted that the operating parameters of the household appliance are different from the operating parameters of the household appliance, and the operating parameters refer to monitoring data of each component in the household appliance, such as input voltage, input current, output voltage, output current, surface operating temperature, and the like of each component.
As another possible implementation manner, after receiving a fault detection request instruction sent by the home appliance server, the home appliance detects the operating state and the operating parameters of the home appliance through the detection module, finds that a certain operating parameter is abnormal, the home appliance sends the operating parameters of the components related to the operating parameter as fault information to the home appliance server, and the home appliance server can determine the fault type and the fault severity of the home appliance according to the received fault information.
And 103, inquiring each maintenance record for recording fault information according to the fault type to obtain a target record matched with the fault.
The fault information comprises attribute information and a fault type, wherein the attribute information comprises at least one of a household appliance model and a factory batch.
In the embodiment of the application, the maintenance record comprises a fault reason, whether a component needs to be replaced, a maintenance step, maintenance time and the like, so that a maintenance worker can perform fault maintenance according to the maintenance record.
As a possible implementation manner, after the home appliance server determines the fault type of the home appliance, the home appliance server may first query, according to the attribute information of the home appliance, a maintenance record matching at least one of the home appliance model and the factory batch in a database storing the maintenance records, and use the queried maintenance record matching at least one of the home appliance model and the factory batch as a candidate maintenance record, and further query, in the candidate maintenance record, a record matching the fault type of the maintenance record and the fault type of the home appliance, and use the queried maintenance record as a target record, so that a serviceman refers to the record.
As an example, when the home appliance is an air conditioning device, after determining that the failure type of the home appliance is a motor abnormality, the home appliance server first queries a candidate maintenance record matching the model of the air conditioning device from a database storing the maintenance records, and further queries a target record matching the model and having the failure type as the motor abnormality from the candidate maintenance records.
As another possible implementation manner, when a maintenance record matching with at least one of the appliance model and the factory batch is not queried in the database storing each maintenance record according to the attribute information of the appliance, a maintenance record matching the fault type of the record and the fault type of the appliance may be directly queried in the database of each maintenance record, and the queried maintenance record is used as the target record. This is because although model batches are different, the repair process, which may be similar to failure, is the same and still of reference significance.
As an example, when the home appliance is an air conditioning device, after the home appliance server determines that the fault type of the home appliance is a motor abnormality, the candidate maintenance record matching at least one of the model and the factory lot of the air conditioning device is not queried in the database storing the maintenance records, the maintenance record matching the fault type of the air conditioning device may be directly queried in the database of each maintenance record, and the queried maintenance record is used as the target record. For example, the query may be a maintenance record of motor anomalies for other types of household regulating equipment or other household types.
As another possible implementation manner, after the home appliance server determines the fault type of the home appliance, the home appliance server may first query, according to the fault type of the home appliance, a maintenance record matching the fault type of the home appliance in a database storing the maintenance records, and use the queried maintenance record matching the fault type of the home appliance as a candidate maintenance record, and further query, in the candidate maintenance record, a record matching at least one of the model and the factory lot of the home appliance, and use the queried maintenance record as a target record.
It should be noted that, although the searched candidate maintenance records matching the failure types of the home appliances may have the failure type maintenance records of other types of home appliances, for example, the failed home appliance is an air conditioning device, the searched candidate maintenance records have the maintenance records of the rice cooker with the same failure type, and thus the maintenance records of the same type of home appliance need to be further screened out.
And 104, generating a maintenance work order according to the target record.
In the embodiment of the application, according to the inquired target record matched with the fault of the household appliance, the maintenance work order can be generated, wherein the target maintenance record of the fault of the household appliance is recorded in the maintenance work order, so that the maintenance personnel can accurately position the fault of the household appliance according to the target maintenance record, and the fault problem of the household appliance can be solved through once home maintenance.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
according to the household appliance fault processing method, the operation information of the household appliance is obtained, when the household appliance is determined to have a fault according to the operation information, the household appliance is controlled to carry out fault detection so as to determine the fault type, each maintenance record for recording the fault information is inquired according to the fault type so as to obtain the target record matched with the fault, and the maintenance work order is generated according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
For the sake of clarity of the above embodiment, the present embodiment provides another household appliance failure processing method, see embodiment two.
Example two
Fig. 2 is a schematic flow chart of a household appliance fault processing method according to a second embodiment of the present application.
As shown in fig. 2, the method for processing the failure of the home appliance is executed by the home appliance server, and may specifically include the following steps:
In the embodiment of the present application, the implementation process of step 201 may refer to the implementation process of step 101 in the foregoing embodiment, and details are not described here.
In the embodiment of the application, when the fault identification carried in the running information of the household appliance acquired by the household appliance server indicates that the household appliance has a fault, the household appliance can be controlled to perform fault detection by sending a fault detection request instruction to the household appliance.
And step 203, receiving fault information sent by the household appliance.
The fault information is obtained by detecting faults of the household appliances according to the monitored working parameters, and the fault information comprises fault types.
In the embodiment of the application, after receiving a fault detection request instruction sent by a home appliance server, the home appliance monitors working parameters of the home appliance to detect a fault, and after determining fault information such as a fault type according to the monitored working parameters, the fault information is sent to the home appliance server, so that the home appliance server can receive the fault information sent by the home appliance.
And step 204, when the severity of the fault is determined to be greater than the threshold degree according to the received fault information, pushing fault prompt information to the client associated with the household appliance.
The threshold degree can be preset by judging whether the fault affects the normal use of the household appliance, that is, when the severity of the fault of the household appliance is greater than the preset threshold degree, the normal operation of the household appliance can be affected, the household appliance can be normally used only by maintenance personnel, and when the severity of the fault of the household appliance is less than the preset threshold degree, the normal operation of the household appliance cannot be affected.
In the embodiment of the application, the failure information sent by the household appliance is received by the household appliance server, and the severity of the failure is also determined by the household appliance server according to the received failure information, so as to determine whether to push the failure prompt information to the client associated with the household appliance.
In a possible scenario, the severity of the fault in the fault information received by the home appliance server is greater than a threshold degree, at this time, the home appliance server pushes fault prompt information to a client associated with the home appliance, when a user determines that the home appliance needs to be maintained according to the prompt information received by the client, a maintenance request is sent through the client, and the home appliance server receives the maintenance request sent by the client.
In another possible scenario, when the severity of the fault in the fault information received by the home appliance server is lower than a threshold level, and the fault does not affect the use of the user, the user does not need to know that the home appliance server does not need to push fault prompt information to the client associated with the home appliance.
In the embodiment of the application, after the client receives the client fault prompt information sent by the household appliance server, when the user determines that the household appliance fault needs to be maintained by a maintenance worker according to the fault prompt information, the maintenance request is directly or indirectly sent to the household appliance server through the client.
It should be noted that, the user determines, according to the fault prompt information received by the client, that the faulty household appliance can be repaired by himself, and when a maintenance person is not required to perform maintenance, for example, a household appliance fault is firmware upgrade, operation parameter calibration, and the like, the client does not need to send a maintenance request to the household appliance server.
And step 206, inquiring each maintenance record for recording the fault information according to the fault type to obtain a target record matched with the fault.
In the embodiment of the present application, the implementation process of step 206 may refer to the implementation process of step 103 in the foregoing embodiment, and is not described herein again.
And step 207, when a plurality of target records are determined, sequencing the plurality of target records according to the matching degree.
In the embodiment of the application, when the home appliance server queries a plurality of target records matched with the fault in the database of the maintenance records according to the fault type, further, the target records are sorted according to the matching degree of the target records and the fault type of the home appliance.
It can be understood that the plurality of target records can be sorted according to the similarity degree of the maintenance records, and the target records with high similarity degree of the maintenance records are sorted in the front, so that maintenance personnel can firstly maintain according to the target records sorted in the front when the household appliance is in fault maintenance, and certain time is saved.
And step 208, recording the sorted target records into a maintenance work order.
In the embodiment of the application, the maintenance work order generated according to the sorted target records contains the fault maintenance records with the same or similar fault types as the household appliances, so that the maintenance work order can guide maintenance personnel to maintain the household appliance faults, and the maintenance efficiency is improved.
For example, the method for repairing the failure of the household appliance recorded in the target record includes replacing the accessory, and the maintenance personnel can carry the relevant accessory when performing the home repair, so as to avoid the problem of secondary home repair caused by mismatching of the prepared accessory or the maintenance tool.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
according to the household appliance fault processing method, the running information of the household appliance is obtained, when the household appliance is determined to have a fault according to the running information, a fault detection request is sent to the household appliance, the fault information sent by the household appliance is received, when the severity of the fault is determined to be larger than the threshold degree according to the received fault information, fault prompt information is pushed to a client associated with the household appliance, a maintenance request sent by the client is received, each maintenance record used for recording the fault information is inquired according to the fault type to obtain a target record matched with the fault, when the target records are determined to be multiple, the multiple target records are sequenced according to the matching degree, and the sequenced target records are recorded in a maintenance work order. Therefore, the household appliance server pushes the fault prompt information to the client associated with the household appliance according to the severity of the fault, so that a user can judge whether the household appliance fault needs to generate a maintenance work order according to the fault prompt information, and a maintenance worker can conveniently maintain the household appliance at home.
As an example, a user may control the appliance failure processing according to an Application (APP) downloaded from the terminal device for controlling the appliance, and a specific implementation process is shown in the third embodiment.
EXAMPLE III
Fig. 3 is a schematic flow chart of a household appliance fault processing method provided in the third embodiment of the present application, and as shown in fig. 3, the method may include the following steps:
In the embodiment of the application, the running information reported by the household appliance to the household appliance server carries the fault identification, and the fault identification is used for indicating whether the running state of the household appliance is normal or not. After networking, the home appliance may report the operation information to the home appliance server periodically, for example, every day, every week, every month, and the reporting period is not limited herein.
And step 303, the household appliance server judges whether the household appliance has a fault or not according to the running information.
Specifically, the home appliance server determines whether the home appliance has a fault according to a fault identifier carried in the received running information of the home appliance, if the fault identifier indicates that the home appliance has a fault, step 304 is executed, otherwise, the execution is ended.
And step 304, the household appliance performs fault detection.
Specifically, after receiving a fault detection request instruction sent by a home appliance server, the home appliance detects the running state and running parameters of the home appliance through a detection module of the home appliance, and analyzes fault information.
In step 305, the home appliance sends failure information to the home appliance server.
Specifically, after receiving a fault detection request instruction sent by a home appliance server, the home appliance monitors working parameters of the home appliance to detect a fault, and after determining fault information such as a fault type and a fault severity according to the monitored working parameters, the home appliance sends the fault information to the home appliance server, so that the home appliance server can receive the fault information sent by the home appliance.
And step 306, the home appliance server receives the fault information sent by the home appliance.
And 307, the household appliance server judges whether to push fault prompt information to the APP for controlling the household appliance on the terminal equipment or not according to the received fault information.
The terminal device may be a hardware device having various operating systems, touch screens and/or display screens, such as a mobile phone, a tablet computer, a personal digital assistant, a wearable device, and the like, which is not limited herein.
Specifically, the household appliance server judges the severity of the fault according to the received fault information, and when the severity of the fault is determined to be greater than the threshold degree, the household appliance server pushes fault prompt information to the APP controlling the household appliances.
And 308, the APP for controlling the household appliances on the terminal equipment receives the fault prompt information pushed by the household appliance server.
And 309, automatically repairing the APP display of the control household appliance on the terminal equipment.
In step 310, the home appliance is automatically repaired.
Specifically, the user judges that the household appliance with the fault can be automatically repaired according to fault prompt information received by an APP (application) of the household appliance controlled on the terminal equipment, and when maintenance personnel do not need to maintain the household appliance on the door, for example, the household appliance fault is firmware upgrading, operation parameter calibration and the like, and the household appliance is controlled to be automatically repaired.
In step 312, the home appliance server queries each maintenance record for recording the fault information according to the fault type to obtain a target record matched with the fault.
In the embodiment of the present application, the implementation process of step 312 may refer to the implementation process of step 103 in the foregoing embodiment, and details are not described here.
And 313, the household appliance server sorts the target records according to the matching degree and provides the target records to an after-sale system.
And step 314, the after-sales system generates a maintenance work order according to the sorted target records.
In the embodiment of the application, the maintenance work order generated by the after-sales system according to the sorted target records contains the fault maintenance records with the same or similar fault types as the household appliances, so that the maintenance work order can guide maintenance personnel to maintain the household appliance faults.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
the household appliance fault processing method comprises the steps that running information is reported to a household appliance server through household appliances, then the household appliance server determines that the household appliances have faults according to the running information, the household appliance control device carries out fault detection, when the household appliance server determines that the severity of the faults is larger than the threshold degree according to the received fault information of the household appliances, fault prompt information is pushed to an APP of the household appliance control device, after maintenance requests sent by the APP are received, according to the fault types, all maintenance records used for recording the fault information are inquired to obtain target records matched with the faults, when the target records are determined to be multiple, according to the matching degree, the multiple target records are sequenced, and a maintenance worksheet is generated by an after-sale system according to the sequenced target records. Therefore, after the fault type of the household appliance is determined, the method queries the target record matched with the fault to generate the maintenance work order, so that the maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved by one-time on-site maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary on-site maintenance is possible are solved.
Based on the same inventive concept, the embodiment of the present application further provides a device corresponding to the method in the first embodiment, which is shown in the fourth embodiment.
Example four
Fig. 4 is a schematic structural diagram of a home appliance failure processing apparatus according to a fourth embodiment of the present application.
As shown in fig. 4, the home appliance failure processing apparatus 100 includes: an acquisition module 110, a control module 120, a query module 130, and a generation module 140.
The obtaining module 110 is configured to obtain operation information of the home appliance.
And the control module 120 is configured to control the home appliance to perform fault detection when it is determined that the home appliance has a fault according to the operation information, so as to determine a fault type.
And the query module 130 is configured to query, according to the fault type, each historical maintenance record for recording fault information to obtain a target record matched with the fault.
And the generating module 140 is configured to generate a maintenance work order according to the target record.
As a possible implementation manner, the fault information includes attribute information and a fault type, where the attribute information includes at least one of a home appliance model and a factory lot, and the query module 130 is specifically configured to:
inquiring candidate maintenance records in each historical maintenance record, wherein the attribute information recorded in the candidate maintenance records is matched with the attribute information of the household appliance; and inquiring a target record of which the fault type is matched with the fault type of the household appliance in the candidate maintenance records.
As another possible implementation manner, the query module 130 may be further specifically configured to:
and if the candidate maintenance records do not exist, inquiring a target record of which the recorded fault type is matched with the fault type of the household appliance in each historical maintenance record.
As another possible implementation manner, the home appliance failure processing apparatus 100 further includes:
and the sorting module is used for sorting the target records according to the matching degree if the target records are multiple.
The generating module 140 is specifically configured to: and recording the sequenced target records into the maintenance work order.
As another possible implementation manner, the control module 120 is specifically configured to:
sending a fault detection request to the household appliance, and receiving fault information sent by the household appliance; the fault information is obtained by detecting faults according to the monitored working parameters, and the fault information comprises fault types.
As another possible implementation manner, the failure information further includes a severity of the failure, and the home appliance failure processing apparatus further includes:
and the pushing module is used for pushing the fault prompt information to the client associated with the household appliance when the severity of the fault is greater than the threshold degree.
And the receiving module is used for receiving the maintenance request sent by the client.
As another possible implementation manner, the obtaining module 110 is specifically configured to:
receiving running information periodically sent by the household appliance; wherein the operation information carries a fault identification.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
according to the household appliance fault processing device, the running information of the household appliance is obtained, when the household appliance is determined to have a fault according to the running information, the household appliance is controlled to carry out fault detection so as to determine the fault type, each historical maintenance record for recording the fault information is inquired according to the fault type so as to obtain the target record matched with the fault, and the maintenance work order is generated according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
It should be noted that the foregoing explanation of the embodiment of the method for processing a household appliance fault is also applicable to the household appliance fault processing apparatus of the embodiment, and is not repeated here.
Based on the same inventive concept, the embodiment of the present application further provides a home appliance server corresponding to the method in the first embodiment, which is shown in the fifth embodiment.
EXAMPLE five
The embodiment of the application provides a home appliance server, which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein when the processor executes the program, the home appliance fault processing method in the embodiment of the first aspect is realized.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
in the embodiment of the application, the running information of the household appliance is obtained, when the household appliance is determined to have a fault according to the running information, the household appliance is controlled to carry out fault detection so as to determine the fault type, each historical maintenance record for recording the fault information is inquired according to the fault type so as to obtain the target record matched with the fault, and the maintenance work order is generated according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
Based on the same inventive concept, the embodiment of the present application further provides a non-transitory computer-readable storage medium corresponding to the method in the first embodiment, which is shown in the sixth embodiment.
EXAMPLE six
An embodiment of the present application provides a non-transitory computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements a home appliance fault handling method as described in the embodiment of the first aspect.
The technical scheme in the embodiment of the application at least has the following technical effects or advantages:
in the embodiment of the application, the running information of the household appliance is obtained, when the household appliance is determined to have a fault according to the running information, the household appliance is controlled to carry out fault detection so as to determine the fault type, each historical maintenance record for recording the fault information is inquired according to the fault type so as to obtain the target record matched with the fault, and the maintenance work order is generated according to the target record. According to the method, after the fault type of the household appliance is determined, the target record matched with the fault is inquired to generate the maintenance work order, so that maintenance personnel can accurately position the fault of the household appliance according to the maintenance work order, the fault problem of the household appliance can be solved through one-time home maintenance, and the problems that in the prior art, when the maintenance work order is filled in by a user, the fault information is fed back wrongly, the maintenance personnel cannot accurately position the fault problem, prepared accessories or maintenance tools are not matched, and secondary home maintenance is possible are solved.
In the description herein, reference to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the application. In this specification, the schematic representations of the terms used above are not necessarily intended to refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.
Furthermore, the terms "first", "second" and "first" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In the description of the present application, "plurality" means at least two, e.g., two, three, etc., unless specifically limited otherwise.
Any process or method descriptions in flow charts or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing steps of a custom logic function or process, and alternate implementations are included within the scope of the preferred embodiment of the present application in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present application.
The logic and/or steps represented in the flowcharts or otherwise described herein, e.g., an ordered listing of executable instructions that can be considered to implement logical functions, can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions. For the purposes of this description, a "computer-readable medium" can be any means that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device. More specific examples (a non-exhaustive list) of the computer-readable medium would include the following: an electrical connection (electronic device) having one or more wires, a portable computer diskette (magnetic device), a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber device, and a portable compact disc read-only memory (CDROM). Additionally, the computer-readable medium could even be paper or another suitable medium upon which the program is printed, as the program can be electronically captured, via for instance optical scanning of the paper or other medium, then compiled, interpreted or otherwise processed in a suitable manner if necessary, and then stored in a computer memory.
It should be understood that portions of the present application may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. If implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.
It will be understood by those skilled in the art that all or part of the steps carried by the method for implementing the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer readable storage medium, and when the program is executed, the program includes one or a combination of the steps of the method embodiments.
In addition, functional units in the embodiments of the present application may be integrated into one processing module, or each unit may exist alone physically, or two or more units are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. The integrated module, if implemented in the form of a software functional module and sold or used as a stand-alone product, may also be stored in a computer readable storage medium.
The storage medium mentioned above may be a read-only memory, a magnetic or optical disk, etc. Although embodiments of the present application have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present application, and that variations, modifications, substitutions and alterations may be made to the above embodiments by those of ordinary skill in the art within the scope of the present application.
Claims (9)
1. A household appliance fault processing method is characterized by comprising the following steps:
acquiring running information of the household appliance;
when the household appliance is determined to have a fault according to the operation information, controlling the household appliance to carry out fault detection so as to determine the fault type;
inquiring various maintenance records for recording fault information according to the fault type to obtain a target record matched with the fault, wherein the maintenance records comprise fault reasons, whether parts need to be replaced, maintenance steps and maintenance time;
the fault information comprises attribute information and a fault type, wherein the attribute information comprises at least one of a household appliance model and a factory batch; the querying, according to the fault type, each maintenance record for recording fault information to obtain a target record matched with the fault, includes:
inquiring candidate maintenance records in each maintenance record, wherein the attribute information recorded in the candidate maintenance records is matched with the attribute information of the household appliance;
in the candidate maintenance records, inquiring a target record of which the recorded fault type is matched with the fault type of the household appliance;
determining that the candidate maintenance records do not exist, and inquiring a target record of which the fault type is matched with the fault type of the household appliance in each maintenance record;
and generating a maintenance work order according to the target record.
2. The method for processing household appliance failure according to claim 1, wherein after querying the maintenance record to obtain the target record matching the failure, the method further comprises:
when a plurality of target records are determined, sequencing the target records according to the matching degree;
generating a maintenance work order according to the target record, comprising:
and recording the sequenced target records into the maintenance work order.
3. The method for processing the household appliance fault according to claim 1, wherein the controlling the household appliance to perform fault detection to determine the fault type comprises:
sending a fault detection request to the household appliance;
receiving fault information sent by the household appliance; the fault information is obtained by detecting faults according to the monitored working parameters, and the fault information comprises fault types.
4. The method as claimed in claim 3, wherein the fault information further includes severity of fault, and before the querying the maintenance record to obtain the target record matching the fault, the method further comprises:
when the severity of the fault is greater than a threshold degree, pushing fault prompt information to a client associated with the household appliance;
and receiving a maintenance request sent by the client.
5. The method for processing the failure of the home appliance according to any one of claims 1 to 4, wherein the acquiring the operation information of the home appliance comprises:
receiving operation information periodically sent by the household appliance; wherein the operation information carries a fault identifier.
6. The appliance failure handling method of claim 5, wherein the operation information further comprises operation parameters;
the household appliance is an air conditioning device, and the operation parameters comprise one or more combinations of set temperature, set operation mode, wind speed, rotating speed of an indoor unit, rotating speed of an outdoor unit and operation frequency.
7. An appliance failure handling apparatus, the apparatus comprising:
the acquisition module is used for acquiring the running information of the household appliance;
the control module is used for controlling the household appliance to carry out fault detection when the household appliance is determined to have a fault according to the operation information so as to determine the fault type;
the query module is used for querying each maintenance record for recording fault information according to the fault type to obtain a target record matched with the fault, wherein the maintenance record comprises a fault reason, whether parts need to be replaced, a maintenance step and maintenance time,
the fault information comprises attribute information and a fault type, wherein the attribute information comprises at least one of a household appliance model and a factory batch; the querying, according to the fault type, each maintenance record for recording fault information to obtain a target record matched with the fault, includes:
inquiring candidate maintenance records in each maintenance record, wherein the attribute information recorded in the candidate maintenance records is matched with the attribute information of the household appliance;
in the candidate maintenance records, inquiring a target record of which the recorded fault type is matched with the fault type of the household appliance;
determining that the candidate maintenance records do not exist, and inquiring a target record of which the fault type is matched with the fault type of the household appliance in each maintenance record;
and the generating module is used for generating a maintenance work order according to the target record.
8. An appliance server comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor executes the program to implement the appliance failure handling method according to any one of claims 1 to 6.
9. A non-transitory computer-readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the appliance failure handling method according to any one of claims 1 to 6.
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| CN201910356198.XA CN110069051B (en) | 2019-04-29 | 2019-04-29 | Household appliance fault processing method and device |
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| CN201910356198.XA CN110069051B (en) | 2019-04-29 | 2019-04-29 | Household appliance fault processing method and device |
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