CN115529231A - Method and related device for determining abnormal user equipment - Google Patents

Method and related device for determining abnormal user equipment Download PDF

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Publication number
CN115529231A
CN115529231A CN202211188444.3A CN202211188444A CN115529231A CN 115529231 A CN115529231 A CN 115529231A CN 202211188444 A CN202211188444 A CN 202211188444A CN 115529231 A CN115529231 A CN 115529231A
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user equipment
abnormal
state information
intelligent terminal
information
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寇婷
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Qingdao Hisense Smart Life Technology Co Ltd
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Qingdao Hisense Smart Life Technology Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/08—Configuration management of networks or network elements
    • H04L41/0803—Configuration setting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/14—Network analysis or design
    • H04L41/145—Network analysis or design involving simulating, designing, planning or modelling of a network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Signal Processing (AREA)
  • Debugging And Monitoring (AREA)

Abstract

The invention discloses a method for determining abnormal user equipment and a related device, wherein the method comprises the following steps: receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the user equipment; the status information includes configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment; analyzing the log information in the state information, taking an analysis result as input data, and executing a preset simulation program; the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment. The abnormal scene of the abnormal user equipment is reproduced on the intelligent terminal equipment which is the same as the abnormal user equipment, the abnormal condition of the abnormal user equipment is quickly and accurately determined, and support is provided for remote analysis and abnormal problem solving.

Description

Method and related device for determining abnormal user equipment
Technical Field
The present invention relates to the field of fault diagnosis technologies, and in particular, to a method and a related apparatus for determining an abnormal user equipment.
Background
Various devices are widely used in the market at present, but some software or hardware abnormal problems can occur in the using process. Due to the reasons of regions, labor cost and the like, maintenance personnel cannot timely arrive at a site to analyze and solve the abnormity. The abnormal conditions are determined by on-line repeated communication, the time of maintenance personnel and users is wasted, and finally the maintenance personnel cannot be effectively helped to know the abnormal conditions in time. Even if the abnormality is solved by field analysis, the manpower and material resources are consumed, and the manpower cost and the time cost are increased.
Therefore, if the abnormal condition of the abnormal user equipment cannot be determined quickly and accurately, the abnormal condition of the equipment cannot be solved for the user in time, and the use of the user is influenced.
Disclosure of Invention
The exemplary embodiment of the present invention provides a method and a related apparatus for determining an abnormal user device, which recur an abnormal scene of the abnormal user device on an intelligent terminal device that is the same as the abnormal user device, quickly and accurately determine an abnormal situation of the abnormal user device, and provide support for remote analysis and solution of an abnormal problem.
According to a first aspect of the exemplary embodiments, a method for determining an abnormal user device is provided, which is applied to an intelligent terminal device, and includes: receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the abnormal user equipment; the status information includes configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment; analyzing the log information in the state information, taking an analysis result as input data, and executing a preset simulation program; the preset simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
By the method, the cloud management platform sends the received state information and configuration information of the abnormal user equipment to the intelligent terminal equipment. The configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment, so that a set of working environment which is completely the same as that of the abnormal user equipment is set up. And the intelligent terminal equipment analyzes the log information in the state information, takes an analysis result as input data and executes a preset simulation program. And the pre-configured simulation program is used for reproducing the scene described by the state information, and the reproduction result is used for displaying the user operation and the user event indicated by the abnormal user equipment. The abnormal scene of the abnormal user equipment is reproduced on the intelligent terminal equipment which is the same as the abnormal user equipment, the abnormal condition of the abnormal user equipment is quickly and accurately determined, and support is provided for remote analysis and abnormal problem solving.
In some exemplary embodiments, after executing the pre-configured simulation program with the parsing result as input data, the method further comprises: determining the abnormal type of the abnormal user equipment according to the type of the user event; the type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
By the method, the abnormal condition can be caused by software level, such as the function abnormity of an application program, and can also be caused by hardware level, such as the function abnormity of a peripheral device. Therefore, in order to accurately solve the abnormal problem, the abnormal type of the abnormal user equipment is further confirmed.
In some exemplary embodiments, after determining the abnormal type of the abnormal user equipment according to the type of the user event, the method further includes: and sending the identification information of the abnormal user equipment to the cloud management platform, so that the cloud management platform sends a solution matched with the abnormal type to the abnormal user equipment based on the identification information of the abnormal user equipment.
By the method, the cloud management platform accurately positions the abnormal user equipment according to the identification information of the abnormal user equipment, and sends the solution matched with the abnormal matching to the abnormal user equipment. On one hand, the user can know abnormal conditions in time, and on the other hand, the method is beneficial to the user to try to solve the problems by himself.
In some exemplary embodiments, if the exception type is a second type caused by a peripheral function exception, the method further comprises: determining a peripheral with abnormal function; and sending the identification information of the peripheral equipment with abnormal functions to the cloud management platform, so that the cloud management platform sends a second type matching solution caused by the abnormal functions of the peripheral equipment to the abnormal user equipment based on the identification information of the peripheral equipment with abnormal functions.
By the method, if the peripheral equipment is abnormal in function, the peripheral equipment is determined to be abnormal in function, and then the matched solution is sent to the abnormal user equipment associated with the peripheral equipment through the cloud management platform. On one hand, the user can know abnormal conditions in time, and on the other hand, the method is beneficial to the user to try to solve the problems by himself.
In some exemplary embodiments, the pre-configured simulation program is executed with the parsed result as input data, including: and the analysis result is used as input data by calling a set function interface of the intelligent terminal equipment, and the preset simulation program is assigned to corresponding preset parameters in the simulation program so as to execute the preset simulation program.
By the method, after the simulation program is executed, the intelligent terminal equipment can display the user operation and the user event indicated by the abnormal user equipment. In this way, the developer or the maintenance personnel can know about the abnormal situation.
In some exemplary embodiments, the configuration information includes first configuration information of the abnormal user equipment and second configuration information of a peripheral associated with the abnormal user equipment, and the log information includes information generated by the abnormal user equipment during operation.
According to a second aspect of the exemplary embodiments, there is provided a method for determining an abnormal user device, applied to a cloud management platform, including:
periodically acquiring state information of N pieces of user equipment;
if the first user equipment is detected to be out of order, sending the state information of the first user equipment to the intelligent terminal equipment so that the intelligent terminal equipment can analyze the log information in the state information, using the analysis result as input data and executing a pre-configured simulation program; the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment;
the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
According to a third aspect of the exemplary embodiments, there is provided an intelligent terminal device, including a data transmission unit and a processor:
the data transmission unit is configured to:
receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the user equipment; the status information includes configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment;
the processor is configured to:
analyzing the log information in the state information, taking an analysis result as input data, and executing a preset simulation program; the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
According to a fourth aspect of the exemplary embodiments there is provided a data transmission unit and a processor:
the data transmission unit is configured to:
periodically acquiring state information of N pieces of user equipment;
the processor is configured to:
if the first user equipment is detected to be out of order, sending the state information of the first user equipment to the intelligent terminal equipment so that the intelligent terminal equipment can analyze the log information in the state information, using the analysis result as input data and executing a pre-configured simulation program; the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment;
the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
According to a fifth aspect of the exemplary embodiments, an apparatus for determining an abnormal user equipment is provided, which is applied to an intelligent terminal device, and includes:
the receiving unit is used for receiving the state information of the abnormal user equipment from the cloud management platform; the state information is reported to the cloud management platform by the abnormal user equipment; the status information includes configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment;
the execution unit is used for analyzing the log information in the state information, taking the analysis result as input data and executing a pre-configured simulation program; the preset simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
According to a sixth aspect of the exemplary embodiments, an apparatus for determining an abnormal user equipment is provided, which is applied to a cloud management platform, and includes:
the information acquisition unit is used for periodically acquiring the state information of the N pieces of user equipment;
the sending unit is used for sending the state information of the first user equipment to the intelligent terminal equipment if the first user equipment is detected to have a fault, so that the intelligent terminal equipment analyzes the log information in the state information, and executes a preconfigured simulation program by taking an analysis result as input data;
the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
According to a seventh aspect of the exemplary embodiments, there is provided a computer storage medium having stored therein computer program instructions which, when run on a computer, cause the computer to perform the method of determining an anomalous user device as described in the first or second aspect.
According to an eighth aspect of the exemplary embodiments there is provided a computer program product comprising a computer program which, when executed by a processor, performs the steps of any of the methods as provided in the first or second aspect of the present application.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced 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 exercise.
Fig. 1 is a system structure diagram for determining an abnormal user equipment according to an embodiment of the present invention;
fig. 2 is a flowchart illustrating a method for determining an abnormal user equipment according to an embodiment of the present invention;
fig. 3 is a flowchart illustrating a method for determining an abnormal user equipment according to an embodiment of the present invention;
FIG. 4 is a flowchart illustrating a process when a peripheral is abnormal according to an embodiment of the present invention;
fig. 5 is a flowchart illustrating a method for determining an abnormal user equipment according to an embodiment of the present invention;
fig. 6 is a signaling flow diagram illustrating an exemplary method for determining an abnormal ue according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram illustrating an apparatus for determining an abnormal user equipment according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram illustrating an apparatus for determining an abnormal user equipment according to an embodiment of the present invention;
fig. 9 exemplarily shows a schematic structural diagram of an intelligent terminal device provided by an embodiment of the present invention.
Fig. 10 illustrates a schematic structural diagram of a cloud management platform according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application.
Various devices are widely used in the market at present, but some abnormal problems in aspects such as software or hardware and the like can occur in the using process. Due to the reasons of regions, labor cost and the like, maintenance personnel cannot timely arrive at a site to analyze and solve the abnormity. The abnormal conditions are determined by on-line repeated communication, the time of maintenance personnel and users is wasted, and finally the maintenance personnel cannot be effectively helped to know the abnormal conditions in time. Even if the abnormality is solved by field analysis, the manpower and material resources are consumed, and the manpower cost and the time cost are increased. The product experience and quality evaluation of users are seriously influenced, and great challenges are brought to the improvement of the product quality.
Therefore, the embodiment of the application provides a method for determining abnormal user equipment, and in the method, an environment for reproducing the equipment problem is built locally to reproduce the problem of a client in the process of using the equipment. The efficiency of the solution problem is improved, the human cost of business trip has been saved.
Referring to fig. 1, a system architecture diagram for determining anomalous user devices is shown. A determination process of determining an abnormal user equipment will be explained. The cloud management platform 100 sends the received state information from the abnormal user equipment 110 to the intelligent terminal equipment 120, and the intelligent terminal equipment 120 analyzes log information in the state information, and executes a preconfigured simulation program by using an analysis result as input data. The simulation program is used for reproducing the scene described by the state information; the recurrence result is used to show the user operation and the user event indicated by the abnormal user equipment 110.
To further illustrate the technical solutions provided by the embodiments of the present application, the following detailed description is made with reference to the accompanying drawings and the detailed description. Although the embodiments of the present application provide method steps as shown in the following embodiments or figures, more or fewer steps may be included in the method based on conventional or non-inventive efforts. In steps where no necessary causal relationship exists logically, the order of execution of these steps is not limited to the order of execution provided by the embodiments of the present application.
The following describes a technical solution provided in an embodiment of the present application with reference to a flowchart of a method for determining an abnormal user equipment shown in fig. 2. The method is applied to intelligent terminal equipment, and at least comprises the following steps:
s201, the intelligent terminal device receives state information of abnormal user equipment from the cloud management platform.
First, the user equipment, the smart terminal device, and the cloud management platform will be described separately.
The user equipment is distributed in each region, and after the user purchases the equipment, the user starts the network connection. The device is internally provided with a terminal server program, and the device can report the device information (such as the device model or the software version number) according to an interaction protocol agreed with the cloud management platform through the terminal server program, so as to complete the binding with the management platform. In the operation process of the equipment, the generated log information can be periodically uploaded to the cloud management platform. Taking an intelligent washing machine as an example, the time length, the washing mode, the rinsing times and the like can be set every time the washing program is started.
The intelligent terminal device is a local device (a place where a device manufacturer develops or a maintenance person is located) which has the same model, the same built-in software and the same associated peripheral equipment as the abnormal user device. That is, a set of working environment identical to the user equipment is set up. Therefore, a set of working environment which is the same as that of abnormal user equipment is set up, and the accuracy of scene reproduction is improved.
Wherein, the peripherals are, for example, a soap box of an intelligent washing machine, a code scanner of a cash register, a printer and the like. The information of the peripheral device is, for example, a program version number and a model number, and the state of the peripheral device is, for example, on, off, normal, abnormal, operating temperature, and the like.
In a specific example, the abnormal user device is, for example, an intelligent washing machine of model a, and the external device is a soap box, so that the intelligent terminal device is an intelligent washing machine of the same model, has the same software built therein, and has the same soap box.
The cloud management platform is internally provided with a data management system which is responsible for storing and managing data, including cloud interface display and the like. The data collection service at the front end of the cloud management platform is a middleware and is responsible for data interaction between the equipment end and the cloud end. And the cloud management platform and the program of the equipment terminal excavate and extract the data of the equipment terminal through a network data communication protocol agreed by the cloud management platform and the program of the equipment terminal, and store the data to the cloud management platform. Meanwhile, the cloud management platform can also send the data to the equipment side.
The cloud management platform periodically acquires the state information of the N user devices, and if the first user device (any one of the N user devices) is detected to have a fault, the state information is sent to the intelligent terminal device. The state information includes configuration information and log information, wherein the configuration information may be initial configuration information of the abnormal user equipment, and the intelligent terminal device may adjust its configuration to be the same as the abnormal user equipment according to the configuration information. Therefore, the intelligent terminal equipment and the abnormal user equipment have the same working configuration.
In a specific example, the configuration information includes first configuration information of the abnormal user equipment and second configuration information of a peripheral associated with the abnormal user equipment, and the log information includes information generated by the abnormal user equipment during operation. The first configuration information is configuration information of the device itself, including setting parameters and software version, for example, and the second configuration information is configuration information of the peripheral, including peripheral information and peripheral status, for example.
S202, the intelligent terminal device analyzes the log information in the state information, and executes a preset simulation program by taking an analysis result as input data.
The preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
The intelligent terminal device analyzes the log information, for example, an operation execution interface, an operation time interval and specific events are analyzed, and then the simulation program can be automatically executed to trigger and simulate the use process of a real user. And analyzing user behavior data, such as what button is clicked on which interface, what operation is performed, and how long the operation is performed. The operation is an action in the process of using the device by the user, for example, what interface the user enters is recorded, what button is clicked, and the like, and the time is the time point of the operation. Events are what this operation does, such as printing, power on, power off, statistics, etc. In a specific example, the user operates what kind of operation, such as which button is pressed, such as at what time. User events such as when the soap box is stuck.
The intelligent terminal equipment is internally pre-configured with a simulation program, the input of the simulation program is state information, different parameters are set in the simulation program, and the state information is assigned to each parameter correspondingly. Taking the intelligent washing machine as an example, the parameters are, for example, a washing time period, a washing pattern, a rinsing number, and the like. And when the analysis is finished, the simulation program is operated, the program is automatically executed, and the execution result is the user operation and the user event corresponding to the state information. The method is used for reproducing the scene described by the state information, and the reproduction result is used for showing the user operation and the user event indicated by the abnormal user equipment.
In the process, for example, the model program is executed and the soap box is jammed in the process of being ejected. In this way, a developer or maintenance person can locally see what causes the anomaly. The more complete the state information, the closer the reproduced scene is to the user's real scene.
For example, a problem of data statistics occurs when an abnormal user device occurs, for example, after a series of operations such as invoicing, checkout, data modification and deletion are performed by a point of sales (POS). Problems may arise with temperature, humidity or improper operation during use of other equipment. Therefore, after the use scene of the user is reproduced, development or maintenance personnel can conveniently find the problem of the fault equipment.
By the method, the cloud management platform sends the received state information and configuration information of the abnormal user equipment to the intelligent terminal equipment. The configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment, so that a set of working environment which is completely the same as that of the abnormal user equipment is set up. And the intelligent terminal equipment analyzes the log information in the state information, takes an analysis result as input data and executes a preset simulation program. And a pre-configured simulation program is used for reproducing the scene described by the state information, and a reproduction result is used for displaying the user operation and the user event indicated by the abnormal user equipment. The abnormal scene of the abnormal user equipment is reproduced on the intelligent terminal equipment which is the same as the abnormal user equipment, the abnormal condition of the abnormal user equipment is quickly and accurately determined, and support is provided for remote analysis and abnormal problem solving.
In order to further improve the technical solution of the present application, fig. 3 shows a flowchart of another method for determining an abnormal user equipment. The method is applied to intelligent terminal equipment and at least comprises the following steps:
s301, the intelligent terminal device receives state information of abnormal user equipment from the cloud management platform.
S302, the intelligent terminal device analyzes the log information in the state information, the analysis result is used as input data by calling a set function interface of the intelligent terminal device, and the preset simulation program assigns corresponding preset parameters in the simulation program so as to execute the preset simulation program.
Illustratively, after the intelligent terminal device takes the state information of the abnormal user device from the cloud management platform, the state information is analyzed, then a set function interface is called, the state information is assigned to corresponding parameters of the simulation software according to the analysis result, and the simulation software automatically executes.
In the process, for example, the model program is executed and the soap box is blocked in the process of being ejected. In this way, a developer or maintenance person can locally see what causes the anomaly. The more complete the state information, the closer the reproduced scene is to the user's real scene.
S303, the intelligent terminal device determines the abnormal type of the abnormal user device according to the type of the user event.
The type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
For example, exception types include print exceptions, missing lines, report statistics errors, data loss, etc., soap box not open, and code swipe exceptions.
S304, the intelligent terminal device sends identification information of the abnormal user device to the cloud management platform, so that the cloud management platform sends a solution matched with the abnormal type to the abnormal user device based on the identification information of the abnormal user device.
In one specific example, for example, if the exception type includes, for example, a print exception, a missing line, a statement statistics error, and a data loss, the corresponding solution may be to restart the printing device system. A corresponding solution for the soap box not being opened may be to see if there are foreign objects around the soap box, etc. It should be noted that the solution sent to the abnormal user equipment is usually an attempted manner that the user can operate by himself, and the abnormal problem may not necessarily be solved. If the problem can be solved, the maintenance personnel is prevented from going to the door for maintenance; if the problem cannot be solved, a plurality of ideas for solving the problem can be provided for maintenance personnel.
In this example, if the exception type is the second type caused by the peripheral function exception, referring to fig. 4, a flowchart of the processing when the peripheral is abnormal is shown.
S401, the intelligent terminal device determines the peripheral with abnormal functions.
S402, the intelligent terminal device sends identification information of the peripheral with abnormal functions to the cloud management platform, so that the cloud management platform sends a second type matching solution caused by the peripheral with abnormal functions to the abnormal user device based on the identification information of the peripheral with abnormal functions.
Referring to fig. 5, a flowchart of a method for determining an abnormal user device is shown, and the method is applied to a cloud management platform and includes at least the following steps:
s501, the cloud management platform periodically acquires the state information of the N user devices.
Wherein N is a positive integer greater than 1. For convenience of expression, any one of the N user equipments is referred to as a first user equipment. The periodic acquisition may be active acquisition by the cloud management platform, or may be active reporting by the first user equipment, which is illustrated in the embodiments of the present application and does not form a specific limitation.
S502, if the cloud management platform detects that the first user equipment has a fault, the cloud management platform sends the state information of the first user equipment to the intelligent terminal equipment, so that the intelligent terminal equipment analyzes the log information in the state information, and executes a pre-configured simulation program by taking an analysis result as input data.
The preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for instructing the intelligent terminal device to adjust the configuration of the intelligent terminal device to be the same as that of the first user device.
Referring to fig. 6, a signaling flow diagram of a method of determining an abnormal user equipment is shown. The method at least comprises the following steps: .
S601, the cloud management platform periodically acquires state information of the N user devices.
S602, if the cloud management platform detects that the first user equipment fails, sending state information of the first user equipment (failed user equipment) to the intelligent terminal equipment;
s603, the intelligent terminal device receives the state information of the abnormal user device from the cloud management platform.
And S604, the intelligent terminal equipment analyzes the log information in the state information, takes the analysis result as input data, and executes a preset simulation program.
S605, the intelligent terminal device determines the abnormal type of the abnormal user device according to the type of the user event.
S606, the intelligent terminal device sends identification information of the abnormal user device to the cloud management platform.
S607, the cloud management platform sends the solution matched with the abnormal type to the abnormal user equipment based on the identification information of the abnormal user equipment.
According to the embodiment, the scene of the problem is restored through the state information of the abnormal user equipment, and a reliable and convenient technical means is provided for solving the problem of difficulty through remote analysis. Compared with the cost of communicating specific abnormal problems and the like in the related art, the cost of manpower and time is saved. The efficiency and the rate of accuracy of solving the problem have been improved. From the perspective of the user, the product experience and the quality evaluation of the user are improved.
As shown in fig. 7, based on the same inventive concept, an embodiment of the present invention provides an apparatus for determining an abnormal user equipment, which is applied to an intelligent terminal device, and includes:
a receiving unit 71, configured to receive status information of an abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the abnormal user equipment; the status information includes configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment;
an execution unit 72, configured to analyze log information in the status information, use an analysis result as input data, and execute a preconfigured simulation program; the preset simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
In some exemplary embodiments, the method further includes an exception type determining unit, configured to, after executing a preconfigured simulation program, using the parsing result as input data: determining the abnormal type of the abnormal user equipment according to the type of the user event; the type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
In some exemplary embodiments, the method further includes, after determining the abnormal type of the abnormal user equipment according to the type of the user event: and sending the identification information of the abnormal user equipment to the cloud management platform, so that the cloud management platform sends a solution matched with the abnormal type to the abnormal user equipment based on the identification information of the abnormal user equipment.
In some exemplary embodiments, if the exception type is a second type caused by peripheral function exception, the exception type determining module is further configured to: determining peripherals with abnormal functions; and sending the identification information of the peripheral equipment with abnormal functions to the cloud management platform, so that the cloud management platform sends a second type matching solution caused by the abnormal functions of the peripheral equipment to the abnormal user equipment based on the identification information of the peripheral equipment with abnormal functions.
In some exemplary embodiments, the execution unit 72 is specifically configured to: and the analysis result is used as input data by calling a set function interface of the intelligent terminal equipment, and the preset simulation program is assigned to corresponding preset parameters in the simulation program so as to execute the preset simulation program.
In some exemplary embodiments, the configuration information includes first configuration information of the abnormal user equipment and second configuration information of a peripheral associated with the abnormal user equipment, and the log information includes information generated by the abnormal user equipment during operation.
As shown in fig. 8, based on the same inventive concept, an embodiment of the present invention provides an apparatus for determining an abnormal user equipment, which is applied to a cloud management platform, and includes:
an information obtaining unit 81, configured to periodically obtain status information of the N user equipments;
a sending unit 82, configured to send, if it is detected that the first user equipment has a fault, state information of the first user equipment to the intelligent terminal device, so that the intelligent terminal device performs analysis according to log information in the state information, and executes a preconfigured simulation program using an analysis result as input data;
the preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
Since the apparatus is the apparatus in the method in the embodiment of the present invention, and the principle of the apparatus for solving the problem is similar to that of the method, the implementation of the apparatus may refer to the implementation of the method, and repeated details are not repeated.
As shown in fig. 9, based on the same inventive concept, an embodiment of the present invention provides an intelligent terminal device, including: a processor 901 and a data transmission unit 902.
The data transmission unit 902 is configured to:
receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the user equipment; the status information includes configuration information and log information; the configuration information is used for instructing the intelligent terminal device to adjust the configuration of the intelligent terminal device to be the same as that of the abnormal user device.
The processor 901 is configured to: analyzing the log information in the state information, taking an analysis result as input data, and executing a pre-configured simulation program; the preset simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
In an alternative embodiment, the processor 901 is specifically configured to: determining the abnormal type of the abnormal user equipment according to the type of the user event; the type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
In an alternative embodiment, the processor 901 is specifically configured to, after determining the abnormal type of the abnormal user equipment according to the type of the user event: and sending the identification information of the abnormal user equipment to the cloud management platform, so that the cloud management platform sends a solution matched with the abnormal type to the abnormal user equipment based on the identification information of the abnormal user equipment.
In an optional implementation manner, the processor 901 is specifically configured to determine a peripheral with an abnormal function if the type of the abnormality is a second type caused by the peripheral function abnormality; and sending the identification information of the peripheral equipment with abnormal functions to the cloud management platform, so that the cloud management platform sends a second type matching solution caused by the abnormal functions of the peripheral equipment to the abnormal user equipment based on the identification information of the peripheral equipment with abnormal functions.
In an alternative embodiment, the processor 901 is specifically configured to: and the analysis result is used as input data by calling a set function interface of the intelligent terminal equipment, and the preset simulation program is assigned to corresponding preset parameters in the simulation program so as to execute the preset simulation program.
In an optional implementation manner, the configuration information includes first configuration information of the abnormal user equipment and second configuration information of a peripheral associated with the abnormal user equipment, and the log information includes information generated by the abnormal user equipment in the running process.
As shown in fig. 10, based on the same inventive concept, an embodiment of the present invention provides a cloud management platform, including: a processor 1001 and a data transmission unit 1002.
The data transmission unit 1002 is configured to:
periodically acquiring state information of N pieces of user equipment;
the processor 1001 is configured to:
and if the first user equipment is detected to be out of order, sending the state information of the first user equipment to the intelligent terminal equipment so that the intelligent terminal equipment can analyze the log information in the state information, and executing a pre-configured simulation program by taking an analysis result as input data.
The preset simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing user operation and user events indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information also includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
Embodiments of the present invention further provide a computer storage medium, in which computer program instructions are stored, and when the instructions are run on a computer, the instructions cause the computer to perform the steps of the method for determining an abnormal user equipment.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and so forth) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.

Claims (10)

1. A method for determining abnormal user equipment is applied to intelligent terminal equipment and comprises the following steps:
receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to a cloud management platform by the abnormal user equipment; the state information comprises configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment;
analyzing the log information in the state information, taking an analysis result as input data, and executing a preset simulation program; the pre-configured simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
2. The method of claim 1, wherein after executing the pre-configured simulation program using the parsing result as input data, the method further comprises:
determining the abnormal type of the abnormal user equipment according to the type of the user event; wherein the type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
3. The method of claim 2, wherein after determining the abnormal type of the abnormal user equipment according to the type of the user event, the method further comprises:
and sending the identification information of the abnormal user equipment to the cloud management platform, so that the cloud management platform sends the solution matched with the abnormal type to the abnormal user equipment based on the identification information of the abnormal user equipment.
4. The method of claim 2, wherein if the exception type is a second type caused by the peripheral function exception, the method further comprises:
determining peripherals with abnormal functions;
and sending the identification information of the peripheral with the abnormal function to the cloud management platform, so that the cloud management platform sends a solution of second type matching caused by the peripheral with the abnormal function to the abnormal user equipment based on the identification information of the peripheral with the abnormal function.
5. The method of claim 1, wherein the performing a preconfigured simulation program using the parsed result as input data comprises:
and assigning corresponding parameters which are configured in advance in the simulation program through the preset simulation program to execute the preset simulation program by calling a set function interface of the intelligent terminal equipment and taking an analysis result as input data.
6. The method according to claim 1, wherein the configuration information includes first configuration information of the abnormal user equipment and second configuration information of a peripheral device associated with the abnormal user equipment, and the log information includes information generated by the abnormal user equipment during operation.
7. A method for determining abnormal user equipment is applied to a cloud management platform and comprises the following steps:
periodically acquiring state information of N pieces of user equipment;
if the first user equipment is detected to be out of order, sending the state information of the first user equipment to intelligent terminal equipment so that the intelligent terminal equipment can analyze the log information in the state information, using the analysis result as input data and executing a preconfigured simulation program;
the pre-configured simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing the user operation and the user event indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information further includes configuration information; the configuration information is used for instructing the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
8. The intelligent terminal device is characterized by comprising a data transmission unit and a processor:
the data transmission unit is configured to:
receiving state information of abnormal user equipment from a cloud management platform; the state information is reported to the cloud management platform by the user equipment; the state information comprises configuration information and log information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the abnormal user equipment;
the processor is configured to:
analyzing the log information in the state information, taking an analysis result as input data, and executing a pre-configured simulation program; the pre-configured simulation program is used for reproducing the scene described by the state information; and the recurrence result is used for displaying the user operation and the user event indicated by the abnormal user equipment.
9. The intelligent terminal device of claim 8, wherein the processor is further configured to execute the preconfigured simulation program after executing the preconfigured simulation program using the parsed result as input data
Determining the abnormal type of the abnormal user equipment according to the type of the user event; wherein the type of the user event comprises a first type caused by the application program dysfunction or a second type caused by the peripheral device dysfunction.
10. A cloud management platform, comprising a data transmission unit and a processor:
the data transmission unit is configured to:
periodically acquiring state information of N pieces of user equipment;
the processor is configured to:
if the first user equipment is detected to be out of order, sending the state information of the first user equipment to intelligent terminal equipment so that the intelligent terminal equipment can analyze the log information in the state information, using the analysis result as input data and executing a preconfigured simulation program;
the pre-configured simulation program is used for reproducing the scene described by the state information; the recurrence result is used for showing the user operation and the user event indicated by the first user equipment; the state information is reported to the cloud management platform by the user equipment; the state information further includes configuration information; the configuration information is used for indicating the intelligent terminal equipment to adjust the configuration of the intelligent terminal equipment to be the same as that of the first user equipment; the first user equipment is any one of the N user equipments.
CN202211188444.3A 2022-09-27 2022-09-27 Method and related device for determining abnormal user equipment Pending CN115529231A (en)

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Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN104270275A (en) * 2014-10-14 2015-01-07 步步高教育电子有限公司 Auxiliary analysis method for causes of exceptions, server and intelligent equipment
CN109474483A (en) * 2019-01-08 2019-03-15 Oppo广东移动通信有限公司 A kind of detection method, detection device and the terminal device of unit exception situation
CN112733369A (en) * 2021-01-13 2021-04-30 青岛海尔科技有限公司 Intelligent equipment maintenance method, terminal and system and electronic equipment
CN112882897A (en) * 2021-02-24 2021-06-01 中国工商银行股份有限公司 Abnormal scene processing method and device, electronic equipment and storage medium
CN113708993A (en) * 2021-08-13 2021-11-26 视联动力信息技术股份有限公司 Abnormal state testing method and device, terminal equipment and storage medium

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN104270275A (en) * 2014-10-14 2015-01-07 步步高教育电子有限公司 Auxiliary analysis method for causes of exceptions, server and intelligent equipment
CN109474483A (en) * 2019-01-08 2019-03-15 Oppo广东移动通信有限公司 A kind of detection method, detection device and the terminal device of unit exception situation
CN112733369A (en) * 2021-01-13 2021-04-30 青岛海尔科技有限公司 Intelligent equipment maintenance method, terminal and system and electronic equipment
CN112882897A (en) * 2021-02-24 2021-06-01 中国工商银行股份有限公司 Abnormal scene processing method and device, electronic equipment and storage medium
CN113708993A (en) * 2021-08-13 2021-11-26 视联动力信息技术股份有限公司 Abnormal state testing method and device, terminal equipment and storage medium

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