CN112422948A - Troubleshooting method and device and communication equipment - Google Patents
Troubleshooting method and device and communication equipment Download PDFInfo
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- CN112422948A CN112422948A CN201910772938.8A CN201910772938A CN112422948A CN 112422948 A CN112422948 A CN 112422948A CN 201910772938 A CN201910772938 A CN 201910772938A CN 112422948 A CN112422948 A CN 112422948A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N17/00—Diagnosis, testing or measuring for television systems or their details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/43—Processing of content or additional data, e.g. demultiplexing additional data from a digital video stream; Elementary client operations, e.g. monitoring of home network or synchronising decoder's clock; Client middleware
- H04N21/442—Monitoring of processes or resources, e.g. detecting the failure of a recording device, monitoring the downstream bandwidth, the number of times a movie has been viewed, the storage space available from the internal hard disk
- H04N21/4425—Monitoring of client processing errors or hardware failure
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Abstract
The invention provides a troubleshooting method, a troubleshooting device and communication equipment, wherein the troubleshooting method comprises the following steps: receiving a first control instruction input by a user on a troubleshooting interface of a set top box terminal, wherein the first control instruction is used for indicating to troubleshoot a target fault to be troubleshoot; and troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot, and obtaining a troubleshooting result. According to the embodiment of the invention, the self-troubleshooting of the set top box terminal fault can be realized by means of user operation, so that the fault is solved in time, the operation and maintenance efficiency is improved, and the user experience is improved.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a troubleshooting method, an troubleshooting device, and a communications device.
Background
The set-top box terminal is an important part of home entertainment and plays a particularly important role in home life. At present, when a set-top box terminal fails, a post-discovery mechanism is generally adopted. For example, the set-top box fault server collects log information of the set-top box terminal to be served in real time, collects and analyzes the log information, judges whether the corresponding set-top box terminal has a fault through an algorithm collection method, a threshold judgment method and the like, and issues a dial testing task to perform troubleshooting under the condition of possible faults.
However, since the post-discovery mechanism generally checks a plurality of set-top box terminals in the target area after the set-top box terminals fail, the failure often cannot be solved in time, and the product quality, reliability and user experience of the set-top box terminals are greatly affected.
Disclosure of Invention
The embodiment of the invention provides a troubleshooting method, a troubleshooting device and communication equipment, and aims to solve the problem that the existing troubleshooting method of a set top box terminal cannot timely solve a fault.
In order to solve the technical problem, the invention is realized as follows:
in a first aspect, an embodiment of the present invention provides a troubleshooting method, applied to a set top box terminal, including:
receiving a first control instruction input by a user on a troubleshooting interface of a set top box terminal, wherein the first control instruction is used for indicating to troubleshoot a target fault to be troubleshoot;
and troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot, and obtaining a troubleshooting result.
Optionally, the target to-be-checked fault includes at least one of:
set-top box self failure, gateway failure, access network failure, content server failure, video index server failure.
Optionally, the method further includes:
receiving a second control instruction input by a user on the obstacle clearance interface;
sending query request information to a server according to the second control instruction, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
and receiving first fault information sent by the server according to the query request information.
Optionally, the receiving a first control instruction input by a user on a troubleshooting interface of the set-top box terminal includes:
receiving troubleshooting request information sent by a server, wherein the troubleshooting request information is sent by the server under the condition that a plurality of set top box terminals in a target area where the set top box terminals are located have the same fault, and the troubleshooting request information comprises related information of the same fault;
displaying related information of the same fault;
and receiving the first control instruction input by a user according to the related information of the same fault.
Optionally, after the finding result is obtained, the method further includes:
under the condition that the troubleshooting result shows that the target to-be-debugged fault occurs, determining indication information according to the troubleshooting result;
wherein the indication information is used for indicating the target operation of eliminating the fault.
In a second aspect, an embodiment of the present invention provides a troubleshooting method, applied to a server, including:
receiving a troubleshooting result sent by a set top box terminal, wherein the troubleshooting result is obtained by troubleshooting a target to-be-debugged fault after the set top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to troubleshoot the target to-be-debugged fault;
determining second fault information and processing operation information according to the troubleshooting result;
and sending the second fault information and the processing operation information to the set top box terminal.
Optionally, the method further includes:
receiving query request information sent by the set top box terminal, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
inquiring the fault conditions of other set top box terminals according to the inquiry request information to obtain first fault information;
and sending the first fault information to the set top box terminal.
In a third aspect, an embodiment of the present invention provides a troubleshooting device, applied to a set-top box terminal, including:
the system comprises a first receiving module, a second receiving module and a fault diagnosis module, wherein the first receiving module is used for receiving a first control instruction input by a user on a fault diagnosis interface of a set top box terminal, and the first control instruction is used for indicating to-be-diagnosed target faults to be diagnosed;
and the processing module is used for troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot to obtain a troubleshooting result.
Optionally, the target to-be-checked fault includes at least one of:
set-top box self failure, gateway failure, access network failure, content server failure, video index server failure.
Optionally, the troubleshooting apparatus further includes:
the second receiving module is used for receiving a second control instruction input by the user on the obstacle clearance interface;
a first sending module, configured to send query request information to a server according to the second control instruction, where the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query a fault condition of another set-top box terminal in a target area corresponding to the location information;
and the third receiving module is used for receiving the first fault information sent by the server according to the query request information.
Optionally, the first receiving module includes:
the system comprises a first receiving unit, a second receiving unit and a third receiving unit, wherein the first receiving unit is used for receiving troubleshooting request information sent by a server, the troubleshooting request information is sent by the server under the condition that a plurality of set top box terminals in a target area where the set top box terminals are located have the same fault, and the troubleshooting request information comprises related information of the same fault;
the display unit is used for displaying the related information of the same fault;
and the second receiving unit is used for receiving the first control instruction input by the user according to the related information of the same fault.
Optionally, the troubleshooting apparatus further includes:
the first determination module is used for determining indication information according to the troubleshooting result under the condition that the troubleshooting result shows that the target to-be-debugged fault occurs;
wherein the indication information is used for indicating the target operation of eliminating the fault.
In a fourth aspect, an embodiment of the present invention provides a troubleshooting apparatus, which is applied to a server, and includes:
the fourth receiving module is used for receiving a troubleshooting result sent by the set-top box terminal, wherein the troubleshooting result is obtained by troubleshooting a target to-be-debugged fault after the set-top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to troubleshoot the target to-be-debugged fault;
the second determining module is used for determining second fault information and processing operation information according to the troubleshooting result;
and the second sending module is used for sending the second fault information and the processing operation information to the set top box terminal.
Optionally, the troubleshooting apparatus may further include:
a fifth receiving module, configured to receive query request information sent by the set-top box terminal, where the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query a fault condition of another set-top box terminal in a target area corresponding to the location information;
the query module is used for querying the fault conditions of other set top box terminals according to the query request information to obtain first fault information;
and the third sending module is used for sending the first fault information to the set top box terminal.
In a fifth aspect, an embodiment of the present invention provides a communication device, including a memory, a processor, and a computer program stored on the memory and executable on the processor, where the computer program, when executed by the processor, may implement the steps of the troubleshooting method applied to the set-top box terminal or may implement the steps of the troubleshooting method applied to the server.
In a sixth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, can implement the steps of the troubleshooting method applied to a set-top box terminal or can implement the steps of the troubleshooting method applied to a server.
In the embodiment of the invention, a first control instruction input by a user on a troubleshooting interface of a set top box terminal is received, the first control instruction is used for indicating to troubleshoot a target to-be-troubleshoot fault, the target to-be-troubleshoot fault is troubleshoot based on a preset troubleshooting mode corresponding to the target to-be-troubleshoot fault, a troubleshooting result is obtained, and the self-troubleshooting of the set top box terminal fault can be realized by means of user operation, so that the fault is solved in time, the operation and maintenance efficiency is improved, and the user experience is improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings required to be used in the embodiments of the present invention will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive labor.
FIG. 1 is a flow chart of a troubleshooting method of an embodiment of the present invention;
FIG. 2 is a second flowchart of a troubleshooting method according to an embodiment of the invention;
FIG. 3 is a logical framework diagram of a troubleshooting process of an embodiment of the present invention;
FIG. 4 is a schematic structural diagram of a troubleshooting apparatus according to an embodiment of the present invention;
FIG. 5 is a second schematic structural diagram of a troubleshooting apparatus according to an embodiment of the invention;
fig. 6 is a schematic structural diagram of a communication device according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1, fig. 1 is a flowchart of a troubleshooting method provided in an embodiment of the present invention, where the method is applied to a set-top box terminal, and as shown in fig. 1, the method includes the following steps:
step 101: and receiving a first control instruction input by a user on a troubleshooting interface of the set-top box terminal.
In this embodiment, the first control instruction is used to instruct to perform troubleshooting on a target to-be-debugged fault. Optionally, taking a process that a user watches a video by using a set-top box terminal as an example, the target to-be-checked fault may include at least one of the following: set-top box self failure, gateway failure, access network failure (OLT, BRAS), content server failure (CDN), video index server failure (EPG), etc.
In order to receive the control instruction of the user, a plurality of control buttons may be included on the troubleshooting interface of the set-top box terminal, and the control buttons are used for the user to perform pressing operation. The first control instruction may be generated by pressing an obstacle clearance button on an obstacle clearance interface by a user.
Step 102: and troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot, and obtaining a troubleshooting result.
Optionally, after the troubleshooting result is obtained, the set-top box terminal in this embodiment may further display the troubleshooting result, so that the user may view the troubleshooting result.
It should be noted that the preset obstacle avoidance manner may be preset based on an existing obstacle avoidance manner. Taking an access network fault as an example, the corresponding preset troubleshooting manner may be to check network connectivity (PING), that is, in a network connectivity check stage, the set-TOP box terminal may recommend an IP address of the TOP10 website, which is commonly used, the user may also designate the IP address to perform connectivity check, and the check result includes information such as time delay, success number, packet loss rate, and the like of the internet packet searchers PING.
Optionally, after obtaining the investigation result in the step 102, the method may further include:
and determining indication information according to the troubleshooting result under the condition that the troubleshooting result shows that the target to-be-debugged fault occurs.
Wherein the indication information is used for indicating the target operation of eliminating the fault. After the indication information is determined, the indication information can be displayed so that a user can obtain the suggestion of eliminating the fault, which is obtained by self-checking, and the fault can be eliminated in time.
According to the troubleshooting method provided by the embodiment of the invention, a first control instruction input by a user on a troubleshooting interface of the set top box terminal is received, the first control instruction is used for instructing to troubleshoot a target to-be-troubleshoot fault, the target to-be-troubleshoot fault is troubleshoot based on a preset troubleshooting mode corresponding to the target to-be-troubleshoot fault, a troubleshooting result is obtained, and the self-troubleshooting of the set top box terminal fault can be realized by means of user operation, so that the fault is solved in time, the operation and maintenance efficiency is improved, and the user experience is improved.
Further, since the user has the right to know about the failure of the set-top box terminal, the user can know the failure troubleshooting process and reason by means of the failure self-troubleshooting process in the embodiment, and the service trust sense of the set-top box is increased.
In at least one embodiment of the present invention, after obtaining the troubleshooting result in the step 102, the set-top box terminal may further send the troubleshooting result to the server, so as to obtain the corresponding fault information and the processing operation information from the server. Therefore, on the basis of self-troubleshooting, the fault information and the processing operation information are further determined by combining the server, and a more exact fault result can be obtained, so that the fault is solved more timely, the operation and maintenance efficiency is improved, and the user experience is improved.
It should be noted that the server may be a platform server serving the set-top box terminal. When determining the corresponding fault information and the processing operation information, the server can determine according to the received troubleshooting result, and can further determine by combining log information reported by other set top box terminals in a target area (such as the same cell), so that global fault removal is deeper, and the accuracy of the determined fault information and the processing operation information is improved.
In order to predict the possible failure of the set-top box terminal in real time, the set-top box terminal in this embodiment may further obtain the failure condition of other set-top box terminals in the target area (e.g., the same cell) by sending query request information to the server. Optionally, the troubleshooting method in this embodiment may further include:
receiving a second control instruction input by a user on the obstacle clearance interface;
sending query request information to a server according to the second control instruction, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
and receiving first fault information sent by the server according to the query request information.
And the first fault information is obtained by the server inquiring the fault conditions of other set top box terminals according to the inquiry request information. The query mode can be to query log information, self-troubleshooting results and the like reported by other set top box terminals. After receiving the first examination information, the first examination information can be displayed in real time. Therefore, the user can conveniently and timely know the fault conditions of other set top box terminals in the target area, so that the possible faults of the set top box terminal can be predicted, and the faults can be timely eliminated.
In an application scenario, if a user has a fault (such as a stuck state, a screen splash and the like) in a video watching process, the user can log in a troubleshooting interface to check the fault conditions and complaint handling conditions of other users of the same district and the same manufacturer so as to predict the possible fault of the set top box terminal of the user. Further, if a similar fault has caused a complaint and is being serviced, the user may choose to wait for the service to complete and continue with the complaint both routes.
In order to enable a user to find the fault condition of the set top box terminal of the user in time and add data reference for troubleshooting work, the set top box terminal in the embodiment can receive the fault prompt of the server and perform troubleshooting based on the fault troubleshooting request information sent by the server.
Optionally, the step 101 may include:
receiving troubleshooting request information sent by a server, wherein the troubleshooting request information is sent by the server under the condition that a plurality of set top box terminals in a target area where the set top box terminals are located have the same fault, and the troubleshooting request information comprises related information of the same fault;
displaying related information of the same fault;
and receiving the first control instruction input by a user according to the related information of the same fault.
When the user inputs the first control instruction, the displayed related information of the same fault can be analyzed so as to determine the fault which may occur in the set top box terminal of the user, and the fault which may occur is taken as a target to be checked. The related information of the same fault can be, for example, the number of set-top terminals with the same fault, a television channel corresponding to the same fault, and the like.
In an application scenario, when a user uses a set top box terminal, the user can manually switch to a troubleshooting interface, and the troubleshooting interface can display a complaint situation of a fault in the same cell. For example, a television station can be displayed on the troubleshooting interface as a complaint failure channel of other set-top box users in the same cell, and in this case, a set-top box terminal operator can encourage the current user to switch to the failure channel through means such as integration and the like to check whether the same failure problem occurs, so that the interactive viscosity is conveniently increased, and on the other hand, data reference is added for troubleshooting work.
Optionally, after the sending the checking result to the server, the method may further include:
receiving a troubleshooting code which is sent by the server and distributed for the troubleshooting result;
and displaying the obstacle clearance code.
The troubleshooting code is a unique identifier distributed for a corresponding troubleshooting result, namely a troubleshooting process. Therefore, by means of the troubleshooting code, the corresponding troubleshooting process and the troubleshooting result can be uniquely determined, the pertinence of complaints is improved, and the troubleshooting code is favorable for obtaining the opinion of eliminating faults.
Further, after receiving the fault clearance code, the method may further include:
receiving a third control instruction of a user;
and sending the troubleshooting code to a customer service platform according to the third control instruction.
The third control instruction may be generated by pressing a complaint button on the obstacle clearance interface by the user. Thus, the complaint process can be accurately realized by inputting the trouble code by the user.
In one embodiment, after receiving the troubleshooting code, the user can use the troubleshooting code to complain, that is, the troubleshooting code is reported to the customer service platform by means of user input operation, so that the customer service personnel can know the corresponding troubleshooting process and the troubleshooting result based on the troubleshooting code, and give out professional trouble-removing opinions after comprehensive judgment by combining with professional knowledge, thereby improving the working efficiency of complaining.
In at least one embodiment of the invention, in order to eliminate the fault in time, the user can also check the fault complaint condition of the target area compared with that of the target area in the cell, and if similar faults exist, complaint orders can be reduced, and the troubleshooting work of customer service staff is reduced. Optionally, the set-top box terminal in this embodiment may further perform the following process: receiving fault information of other set top box terminals in a target area, which is sent by a server; and displaying the fault information so that a user can eliminate possible faults in time by means of the fault information.
Referring to fig. 2, fig. 2 is a flowchart of a troubleshooting method provided by an embodiment of the present invention, where the method is applied to a server, and as shown in fig. 2, the method includes the following steps:
step 201: and receiving a troubleshooting result sent by the set-top box terminal.
The troubleshooting result is obtained by performing troubleshooting on a target to-be-troubleshot fault after the set top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to perform troubleshooting on the target to-be-troubleshot fault.
Step 202: and determining second fault information and processing operation information according to the checking result.
Step 203: and sending the second fault information and the processing operation information to the set top box terminal.
Therefore, on the basis of self-troubleshooting, the fault information and the processing operation information are further determined by combining the server, and a more exact fault result can be obtained, so that the fault is solved more timely, the operation and maintenance efficiency is improved, and the user experience is improved.
Optionally, the method further includes:
receiving query request information sent by the set top box terminal, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
inquiring the fault conditions of other set top box terminals according to the inquiry request information to obtain first fault information;
and sending the first fault information to the set top box terminal.
Therefore, the user can conveniently and timely know the fault conditions of other set top box terminals in the target area, so that the possible faults of the set top box terminal can be predicted, and the faults can be timely eliminated.
The following describes an embodiment of the present invention in detail with reference to the logic framework diagram shown in fig. 3.
Referring to fig. 3, fig. 3 is a logical framework diagram of a troubleshooting process according to an embodiment of the invention. As shown in fig. 3, embodiments of the present invention may relate to the following (including but not limited to): 1) the database is used for storing related data; 2) a digital video transform Box (STB) platform server, namely the above server, the STB platform server may include a self-troubleshooting collection module, a fault analysis module and a cell module, wherein the self-troubleshooting collection module is configured to receive a self-troubleshooting result, the fault analysis module is configured to analyze a fault, and the cell module is configured to monitor a fault of a Set Top Box terminal in a target area; 3) a video server, which may comprise at least a content delivery server CDN and a video index server EPG; 4) an Access network, which may include at least a home gateway, an Optical Line Terminal (OLT), and a Broadband Remote Access Server (BRAS); 5) the set-top box terminal at least comprises a troubleshooting module (used for troubleshooting), a complaint module and a data reporting module; 6) a customer service platform (which may be referred to as a customer service center); 7) and (4) a dispatching system.
During the process that a user watches the video by the set-top box terminal, the nodes which possibly fail can comprise at least one of the following: set-top box self failure, gateway failure, access network failure (OLT, BRAS), content server failure (CDN), video index server failure (EPG), etc.
The set-top box terminal at least comprises a fault removing module and a data reporting module. The troubleshooting module can provide a troubleshooting interface at the user side so that the user can input a control command to perform troubleshooting. According to the hardware capability of the set-top box terminal, the user-selectable troubleshooting method comprises the following steps: checking network connectivity (PING), tracing probe network routing (TRACEROUTE), testing video servers, etc. And the troubleshooting result can be displayed on a troubleshooting interface in real time for a user to check and report to the STB platform server, and the STB platform server can distribute a unique troubleshooting code for the self-troubleshooting and send the unique troubleshooting code to the STB terminal after receiving the troubleshooting result. Further, a troubleshooting module in the set-top box terminal can generate indication information according to a troubleshooting result to indicate target operation of eliminating the fault, namely, a processing suggestion is provided for a user. And after receiving the troubleshooting result, the STB platform server can synthesize the received troubleshooting result and the log information reported by other STB terminals, perform deeper global troubleshooting, and return the generated fault information and processing operation information to the corresponding STB terminals. In the process, if the STB platform server judges that the fault really occurs, the STB platform server can contact the customer service platform to dispatch the order aiming at the fault and timely solve the fault, and the order dispatching result can be synchronously sent to a fault elimination interface of a corresponding STB terminal for a user to check. If the STB platform server judges that no fault occurs, but the user still cannot watch the video normally, the user can submit to the customer service platform through the complaint module, and report the troubleshooting code to the customer service platform, so that after the customer service platform receives the complaint and the troubleshooting code, the troubleshooting process and the troubleshooting result corresponding to the troubleshooting code are obtained from the database, and professional opinions for eliminating the fault are given after comprehensive judgment by combining with professional knowledge.
Taking the failure when the user watches the video as an example, the corresponding troubleshooting process can be described in detail as follows:
in the network connectivity check stage, the IP address of the TOP10 website which is commonly used can be recommended, the user can also specify the IP address to perform the connectivity check, and the check result is displayed on the troubleshooting interface, such as information including the time delay, success times, packet loss rate and the like of the internet packet finder PING, and is reported to the STB platform server. In the stage of tracking and detecting the network route, the set top box terminal can track and record the network jump path and the time of reaching each node, display information such as network element node IP, delay time and the like on an obstacle clearance interface, and report the information to the STB platform server. And in the stage of testing the video server, the video which is played recently can be selected to carry out video server testing, the testing and the time delay of the video server are delayed, and the testing result is displayed on an obstacle removing interface and is uploaded to the STB platform server.
For the troubleshooting module of the set-top box terminal, a troubleshooting result and a troubleshooting suggestion (namely indication information) can be given in each troubleshooting stage. For example, in the network connectivity check phase, the website of the PING selected by the user is green, and the page displays the number of bytes and time of each PING, the success rate of the PING and the longest, shortest and average time delay. And the troubleshooting module carries out fault self-troubleshooting according to the information such as success rate, time delay and the like, and the troubleshooting result is that the PING success rate is 0%, and the user is advised to check the network connection and restart the gateway.
The STB terminal can report the troubleshooting result to the STB platform server, and the STB platform server can store the troubleshooting result to the database and distribute a unique troubleshooting code for the troubleshooting. After the STB platform server stores the troubleshooting results, the fault analysis module in the STB platform server can perform fault analysis based on the troubleshooting results. Furthermore, the fault analysis module can synthesize all the received fault information and log information, perform fault troubleshooting and give a real-time troubleshooting result. For example, after the fault analysis module collects the received faults, it finds that the reported faults are concentrated in a certain OLT PON port, and can determine that the OLT PON port has a fault, and returns the fault information to the set-top box terminal for display, so that the user can obtain the fault information.
After the STB platform server obtains the fault information, an interface of a customer service order system can be called, the system order is carried out on the clearly judged fault, and the fault is processed in time. For example, the fault of the OLT PON is described in detail by the fault analysis module, and the fault is dispatched to the corresponding provincial maintenance personnel through the customer service dispatching system and is processed in time. Furthermore, the order dispatching information of the STB platform server can also be synchronized to a fault elimination interface of the STB terminal, so that the whole fault processing stage is transparent to the user.
If the user is not satisfied with the troubleshooting processing mode, the user can complain to contact the customer service platform and provide the troubleshooting code, so that the customer service personnel can inquire the current troubleshooting result according to the troubleshooting code and give professional fault elimination opinions after comprehensive judgment by combining professional knowledge, the customer service time is saved, and the complaining work efficiency is improved.
In addition, the STB platform server can synchronize the fault condition, complaint, installation and maintenance progress and the like of the fault STB which hides the personal privacy information to all users of STB manufacturers in the same cell according to the attribution information of the STB terminal.
For example, if the user is stuck in the process of watching the video and the watching experience of the user is affected, the following troubleshooting process can be performed:
s1: the user starts the troubleshooting module of the set-top box terminal by pressing the corresponding button to perform fault troubleshooting, and troubleshooting results, such as network connectivity check results, routing detection check results, video server check results and the like, are displayed on a troubleshooting interface in real time.
S2: based on the above troubleshooting results, the troubleshooting module gives a failure suggestion such as "video server connection timeout, server is analyzing …".
S3: the set-top box terminal reports the troubleshooting result to an STB platform server (hereinafter referred to as a server), and a fault analysis module of the server synthesizes the received fault reporting information, analyzes and judges that a video server deployed in province A has a fault.
S4: and the server calls an interface of a customer service order dispatching system according to the fault information and dispatches the order to related personnel of province A for processing.
S5: the server returns the judged fault information and the processing operation information to the set top box terminal for display so as to be checked by a user, for example, the fault is judged by the server, the fault is caused by a video server of the province A, the service capacity is in fault, the fault is already assigned as a related person, the solution is predicted after the time, and the user temporarily needs to switch to watch the rest video content. If the customer service is further connected, the fault code is.
S6: if the customer is dissatisfied with the handling process to complain, after the customer service staff receives the complaints, the customer service staff inquires the self-troubleshooting result according to the troubleshooting code, failure judgment is rapidly given, and communication efficiency is improved.
S7: and when other set top box terminals have the same fault, quickly returning fault information and dispatching the order.
Referring to fig. 4, fig. 4 is a schematic structural diagram of a troubleshooting apparatus provided in an embodiment of the present invention, where the troubleshooting apparatus 40 is applied to a set-top box terminal, as shown in fig. 4, and includes:
the first receiving module 41 is configured to receive a first control instruction input by a user on a troubleshooting interface of a set top box terminal, where the first control instruction is used to instruct to troubleshoot a target to-be-troubleshoot a fault;
and the processing module 42 is configured to perform troubleshooting on the target to-be-troubleshoot fault based on a preset troubleshooting manner corresponding to the target to-be-troubleshoot fault, so as to obtain a troubleshooting result.
In the embodiment of the invention, a first control instruction input by a user on a troubleshooting interface of a set top box terminal is received, the first control instruction is used for indicating to troubleshoot a target to-be-troubleshoot fault, the target to-be-troubleshoot fault is troubleshoot based on a preset troubleshooting mode corresponding to the target to-be-troubleshoot fault, a troubleshooting result is obtained, and the self-troubleshooting of the set top box terminal fault can be realized by means of user operation, so that the fault is solved in time, the operation and maintenance efficiency is improved, and the user experience is improved.
Optionally, the target to-be-checked fault includes at least one of:
set-top box self failure, gateway failure, access network failure, content server failure, video index server failure.
Optionally, the troubleshooting device 40 further includes:
the second receiving module is used for receiving a second control instruction input by the user on the obstacle clearance interface;
a first sending module, configured to send query request information to a server according to the second control instruction, where the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query a fault condition of another set-top box terminal in a target area corresponding to the location information;
and the third receiving module is used for receiving the first fault information sent by the server according to the query request information.
Optionally, the first receiving module 41 includes:
the system comprises a first receiving unit, a second receiving unit and a third receiving unit, wherein the first receiving unit is used for receiving troubleshooting request information sent by a server, the troubleshooting request information is sent by the server under the condition that a plurality of set top box terminals in a target area where the set top box terminals are located have the same fault, and the troubleshooting request information comprises related information of the same fault;
the display unit is used for displaying the related information of the same fault;
and the second receiving unit is used for receiving the first control instruction input by the user according to the related information of the same fault.
Optionally, the troubleshooting device 40 further includes:
the first determination module is used for determining indication information according to the troubleshooting result under the condition that the troubleshooting result shows that the target to-be-debugged fault occurs;
wherein the indication information is used for indicating the target operation of eliminating the fault.
Referring to fig. 5, fig. 5 is a schematic structural diagram of a troubleshooting apparatus provided in an embodiment of the present invention, where the troubleshooting apparatus 50 is applied to a server, and as shown in fig. 5, the troubleshooting apparatus includes:
the fourth receiving module 51 is configured to receive a troubleshooting result sent by a set top box terminal, where the troubleshooting result is obtained by performing troubleshooting on a target to-be-debugged fault after the set top box terminal receives a first control instruction input by a user, and the first control instruction is used to instruct to perform troubleshooting on the target to-be-debugged fault;
a second determining module 52, configured to determine second fault information and processing operation information according to the checking result;
and a second sending module 53, configured to send the second failure information and the processing operation information to the set-top box terminal.
Therefore, on the basis of self-troubleshooting, the fault information and the processing operation information are further determined by combining the server, and a more exact fault result can be obtained, so that the fault is solved more timely, the operation and maintenance efficiency is improved, and the user experience is improved.
Optionally, the troubleshooting apparatus may further include:
a fifth receiving module, configured to receive query request information sent by the set-top box terminal, where the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query a fault condition of another set-top box terminal in a target area corresponding to the location information;
the query module is used for querying the fault conditions of other set top box terminals according to the query request information to obtain first fault information;
and the third sending module is used for sending the first fault information to the set top box terminal.
In addition, an embodiment of the present invention further provides a communication device, including a memory, a processor, and a computer program stored in the memory and capable of running on the processor, where the computer program, when executed by the processor, may implement each process of the troubleshooting method embodiment shown in fig. 1 or each process of the troubleshooting method embodiment shown in fig. 2, and may achieve the same technical effect, and details are not repeated here to avoid repetition. Optionally, the communication device may be the set-top box terminal or the server.
Optionally, referring to fig. 6, an embodiment of the present invention further provides a communication device, which includes a bus 61, a transceiver 62, an antenna 63, a bus interface 64, a processor 65, and a memory 66.
In an embodiment of the present invention, the communication device further includes: a computer program stored on the memory 66 and executable on the processor 65.
Optionally, when the communication device may be a set-top box terminal, the computer program may implement the following steps when executed by the processor 65:
receiving a first control instruction input by a user on a troubleshooting interface of a set top box terminal, wherein the first control instruction is used for indicating to troubleshoot a target fault to be troubleshoot;
and troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot, and obtaining a troubleshooting result.
It can be understood that, in the embodiment of the present invention, when being executed by the processor 65, the computer program can implement each process of the troubleshooting method embodiment shown in fig. 1, and can achieve the same technical effect, and details are not described here to avoid repetition.
Optionally, when the communication device may be a server, the computer program may implement the following steps when executed by the processor 65:
receiving a troubleshooting result sent by a set top box terminal, wherein the troubleshooting result is obtained by troubleshooting a target to-be-debugged fault after the set top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to troubleshoot the target to-be-debugged fault;
determining second fault information and processing operation information according to the troubleshooting result;
and sending the second fault information and the processing operation information to the set top box terminal.
It can be understood that, in the embodiment of the present invention, when being executed by the processor 65, the computer program can implement each process of the troubleshooting method embodiment shown in fig. 2, and can achieve the same technical effect, and details are not described here to avoid repetition.
In fig. 6, a bus architecture (represented by bus 61), bus 61 may include any number of interconnected buses and bridges, bus 61 linking together various circuits including one or more processors, represented by processor 65, and memory, represented by memory 66. The bus 61 may also link together various other circuits such as peripherals, voltage regulators, power management circuits, and the like, which are well known in the art, and therefore, will not be described any further herein. A bus interface 64 provides an interface between the bus 61 and the transceiver 62. The transceiver 62 may be one element or a plurality of elements, such as a plurality of receivers and transmitters, providing a means for communicating with various other apparatus over a transmission medium. The data processed by the processor 65 is transmitted over a wireless medium via the antenna 63, and further, the antenna 63 receives the data and transmits the data to the processor 65.
The processor 65 is responsible for managing the bus 61 and general processing and may also provide various functions including timing, peripheral interfaces, voltage regulation, power management, and other control functions. And the memory 66 may be used to store data used by the processor 65 in performing operations.
Alternatively, the processor 65 may be a CPU, ASIC, FPGA or CPLD.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program is stored, and when being executed by a processor, the computer program may implement each process in the troubleshooting method embodiment shown in fig. 1 or each process in the troubleshooting method embodiment shown in fig. 2, and achieve the same technical effect, and in order to avoid repetition, the computer program is not described here again.
Computer-readable media, which include both non-transitory and non-transitory, removable and non-removable media, may implement the information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.
Claims (11)
1. A troubleshooting method is applied to a set top box terminal and is characterized by comprising the following steps:
receiving a first control instruction input by a user on a troubleshooting interface of a set top box terminal, wherein the first control instruction is used for indicating to troubleshoot a target fault to be troubleshoot;
and troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot, and obtaining a troubleshooting result.
2. The method of claim 1, wherein the target to be troubleshot comprises at least one of:
set-top box self failure, gateway failure, access network failure, content server failure, video index server failure.
3. The method of claim 1, further comprising:
receiving a second control instruction input by a user on the obstacle clearance interface;
sending query request information to a server according to the second control instruction, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
and receiving first fault information sent by the server according to the query request information.
4. The method of claim 1, wherein the receiving of the first control instruction input by the user on the troubleshooting interface of the set-top box terminal comprises:
receiving troubleshooting request information sent by a server, wherein the troubleshooting request information is sent by the server under the condition that a plurality of set top box terminals in a target area where the set top box terminals are located have the same fault, and the troubleshooting request information comprises related information of the same fault;
displaying related information of the same fault;
and receiving the first control instruction input by a user according to the related information of the same fault.
5. The method of claim 1, wherein after obtaining the troubleshooting results, the method further comprises:
under the condition that the troubleshooting result shows that the target to-be-debugged fault occurs, determining indication information according to the troubleshooting result;
wherein the indication information is used for indicating the target operation of eliminating the fault.
6. A troubleshooting method is applied to a server and is characterized by comprising the following steps:
receiving a troubleshooting result sent by a set top box terminal, wherein the troubleshooting result is obtained by troubleshooting a target to-be-debugged fault after the set top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to troubleshoot the target to-be-debugged fault;
determining second fault information and processing operation information according to the troubleshooting result;
and sending the second fault information and the processing operation information to the set top box terminal.
7. The method of claim 6, further comprising:
receiving query request information sent by the set top box terminal, wherein the query request information comprises position information of the set top box terminal, and the query request information is used for requesting the server to query the fault conditions of other set top box terminals in a target area corresponding to the position information;
inquiring the fault conditions of other set top box terminals according to the inquiry request information to obtain first fault information;
and sending the first fault information to the set top box terminal.
8. The utility model provides a troubleshooting device, is applied to STB terminal, its characterized in that includes:
the system comprises a first receiving module, a second receiving module and a fault diagnosis module, wherein the first receiving module is used for receiving a first control instruction input by a user on a fault diagnosis interface of a set top box terminal, and the first control instruction is used for indicating to-be-diagnosed target faults to be diagnosed;
and the processing module is used for troubleshooting the target fault to be troubleshot based on a preset troubleshooting mode corresponding to the target fault to be troubleshot to obtain a troubleshooting result.
9. A troubleshooting device is applied to a server and is characterized by comprising:
the fourth receiving module is used for receiving a troubleshooting result sent by the set-top box terminal, wherein the troubleshooting result is obtained by troubleshooting a target to-be-debugged fault after the set-top box terminal receives a first control instruction input by a user, and the first control instruction is used for indicating to troubleshoot the target to-be-debugged fault;
the second determining module is used for determining second fault information and processing operation information according to the troubleshooting result;
and the second sending module is used for sending the second fault information and the processing operation information to the set top box terminal.
10. A communication device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the computer program, when executed by the processor, carries out the steps of the troubleshooting method as claimed in any one of claims 1-5 or the steps of the troubleshooting method as claimed in claim 6 or 7.
11. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the troubleshooting method as defined in one of claims 1-5 or the steps of the troubleshooting method as defined in claim 6 or 7.
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