WO2017148037A1 - 终端故障诊断方法及装置 - Google Patents

终端故障诊断方法及装置 Download PDF

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Publication number
WO2017148037A1
WO2017148037A1 PCT/CN2016/085034 CN2016085034W WO2017148037A1 WO 2017148037 A1 WO2017148037 A1 WO 2017148037A1 CN 2016085034 W CN2016085034 W CN 2016085034W WO 2017148037 A1 WO2017148037 A1 WO 2017148037A1
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WO
WIPO (PCT)
Prior art keywords
terminal
state information
fault
running state
operating state
Prior art date
Application number
PCT/CN2016/085034
Other languages
English (en)
French (fr)
Inventor
胡自强
李南君
周均扬
Original Assignee
美的集团股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 美的集团股份有限公司 filed Critical 美的集团股份有限公司
Publication of WO2017148037A1 publication Critical patent/WO2017148037A1/zh

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Classifications

    • G—PHYSICS
    • G01—MEASURING; TESTING
    • G01M—TESTING STATIC OR DYNAMIC BALANCE OF MACHINES OR STRUCTURES; TESTING OF STRUCTURES OR APPARATUS, NOT OTHERWISE PROVIDED FOR
    • G01M99/00—Subject matter not provided for in other groups of this subclass
    • G—PHYSICS
    • G01—MEASURING; TESTING
    • G01M—TESTING STATIC OR DYNAMIC BALANCE OF MACHINES OR STRUCTURES; TESTING OF STRUCTURES OR APPARATUS, NOT OTHERWISE PROVIDED FOR
    • G01M99/00—Subject matter not provided for in other groups of this subclass
    • G01M99/005—Testing of complete machines, e.g. washing-machines or mobile phones
    • F—MECHANICAL ENGINEERING; LIGHTING; HEATING; WEAPONS; BLASTING
    • F25—REFRIGERATION OR COOLING; COMBINED HEATING AND REFRIGERATION SYSTEMS; HEAT PUMP SYSTEMS; MANUFACTURE OR STORAGE OF ICE; LIQUEFACTION SOLIDIFICATION OF GASES
    • F25D—REFRIGERATORS; COLD ROOMS; ICE-BOXES; COOLING OR FREEZING APPARATUS NOT OTHERWISE PROVIDED FOR
    • F25D29/00—Arrangement or mounting of control or safety devices
    • F—MECHANICAL ENGINEERING; LIGHTING; HEATING; WEAPONS; BLASTING
    • F25—REFRIGERATION OR COOLING; COMBINED HEATING AND REFRIGERATION SYSTEMS; HEAT PUMP SYSTEMS; MANUFACTURE OR STORAGE OF ICE; LIQUEFACTION SOLIDIFICATION OF GASES
    • F25D—REFRIGERATORS; COLD ROOMS; ICE-BOXES; COOLING OR FREEZING APPARATUS NOT OTHERWISE PROVIDED FOR
    • F25D2700/00—Means for sensing or measuring; Sensors therefor

Definitions

  • the present invention relates to the field of terminal device detection technologies, and in particular, to a terminal fault diagnosis method and device.
  • refrigerators have become popular household appliances that are convenient for people to store food.
  • the refrigerator may malfunction, but it is difficult for the user to find out whether the refrigerator is malfunctioning, and the failure may occur when the refrigerator is unable to work normally or stops working (for example, an abnormal sound or failure to start).
  • the refrigerator is no longer usable. This kind of artificial way of judging the fault of the refrigerator leads to the time lag of finding the fault, and it is not smart enough to judge the fault of the refrigerator in time and accurately.
  • the main object of the present invention is to provide a terminal fault diagnosis method and device, which aims to solve the problem that the time of finding a fault is artificially determined by the way of determining the terminal fault, and is not intelligent enough to timely and accurately determine the fault of the terminal.
  • a terminal fault diagnosis method includes the following steps:
  • the method further includes:
  • the method further includes:
  • the fault of the terminal is automatically reported, and the corresponding processing personnel are notified to perform after-sales maintenance processing.
  • the method further includes:
  • the method further includes:
  • the method further includes:
  • the present invention further provides a terminal fault diagnosis method, including the following steps:
  • the method before the step of acquiring the running state information after the terminal failure occurs, the method further includes:
  • the method further includes:
  • the present invention further provides a terminal fault diagnosis apparatus, including:
  • a first acquiring module configured to acquire running state information of the terminal
  • a first diagnosis module configured to compare the running state information with target operating state information corresponding to the terminal
  • the first determining module is configured to determine that the terminal is faulty when the running status information is inconsistent with the target operating status information.
  • the method further comprises:
  • a determining module configured to determine a portion of the running state information that is inconsistent with the target operating state information
  • the first obtaining module is further configured to acquire, according to the inconsistent part, a fault type, a fault cause, and a solution of the terminal.
  • the method further comprises:
  • the communication module is configured to automatically report the fault of the terminal, and notify the corresponding processing personnel to perform after-sales maintenance processing.
  • the first acquiring module is further configured to acquire new running state information uploaded by the terminal;
  • the first diagnostic module is further configured to compare the new running state information with target operating state information corresponding to the terminal;
  • the first determining module is further configured to determine that the terminal fault has been processed when the new running state information is consistent with the target operating state information.
  • the method further comprises:
  • a first recording module configured to record processing information of the terminal failure
  • the first generating module is configured to generate the fault diagnosis report according to the processing information of the terminal fault.
  • the first determining module is further configured to: when the operating state information is consistent with the target operating state information after the terminal is faulty, determine that the fault of the terminal has been processed;
  • the first generation module is further configured to determine a time for fault resolution, and generate work evaluation data of the after-sales personnel according to the time of the fault resolution.
  • the present invention further provides a terminal fault diagnosis apparatus, including:
  • a second obtaining module configured to acquire, after determining that the terminal has failed, the running state information after the terminal fault occurs
  • a second diagnostic module configured to compare the running state information after the fault occurs with the target operating state information corresponding to the terminal
  • the second determining module is configured to determine that the terminal fault has been processed when the running state information after the fault occurs is consistent with the target operating state information.
  • the second obtaining module is further configured to acquire running state information of the terminal;
  • the second diagnostic module is further configured to compare the running state information with target operating state information corresponding to the terminal;
  • the second determining module is further configured to determine that the terminal is faulty when the running state information is inconsistent with the target operating state information.
  • the method further comprises:
  • a second recording module configured to record processing information of the terminal failure
  • a second generating module configured to generate the fault diagnosis report according to the processing information of the terminal fault.
  • the invention compares the acquired running state information with the target running state information by acquiring the running state information of the terminal, and automatically determines whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • FIG. 1 is a schematic flowchart of a first embodiment of a method for diagnosing a terminal fault according to the present invention
  • FIG. 2 is a schematic flowchart of a second embodiment of a terminal fault diagnosis method according to the present invention.
  • FIG. 3 is a schematic flowchart of a third embodiment of a method for diagnosing a terminal fault according to the present invention.
  • FIG. 4 is a schematic flowchart diagram of a fourth embodiment of a terminal fault diagnosis method according to the present invention.
  • FIG. 5 is a schematic flowchart diagram of a fifth embodiment of a terminal fault diagnosis method according to the present invention.
  • FIG. 6 is a schematic diagram of functional modules of a first embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • FIG. 7 is a schematic diagram of functional modules of a second embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • FIG. 8 is a schematic diagram of functional modules of a third embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • FIG. 9 is a schematic diagram of functional modules of a fourth embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • the main solution of the embodiment of the present invention is: acquiring the running state information of the terminal; comparing the running state information with the target running state information corresponding to the terminal; and when the running state information is inconsistent with the target running state information, It is determined that the terminal has failed.
  • the obtained running state information is compared with the target running state information, and the terminal is determined to automatically determine whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • the present invention provides a terminal fault diagnosis method.
  • FIG. 1 is a schematic flowchart diagram of a first embodiment of a method for diagnosing a terminal fault according to the present invention.
  • the terminal fault diagnosis method includes:
  • Step S10 acquiring running state information of the terminal
  • a preset time is set, and the preset time may be 0, or 1 minute or 2 minutes, etc., and is set by default at the factory, or set and updated according to a setting instruction of the user.
  • the preset running time is obtained, and the running state information of the terminal is obtained.
  • the terminal is preferably a household appliance such as a refrigerator, a washing machine or a range hood or the like.
  • the operating status information includes, but is not limited to, temperature, power, and/or working time of the terminal when the terminal is in operation.
  • the terminal can upload the running status information to the cloud server connected to the communication server in real time, and the running status information includes the uploading time, and the uploading time is used as a subscript of the running status information to distinguish each running status information.
  • the running status information of the terminal is obtained from the cloud server.
  • the running status information includes the identifier of the terminal, that is, different terminals can upload their running status information to the cloud server, and carry the respective identifiers.
  • the running status information of the terminal it is distinguished according to the identifier of the terminal. In an embodiment of the invention, it is also possible to obtain its running status information directly from the terminal.
  • Step S20 comparing the running state information with target operating state information corresponding to the terminal;
  • the target running state information of each terminal is set in advance, and after the running state information of the terminal is obtained, the running state information is compared with the target running state information corresponding to the terminal.
  • the normal working time is 10 minutes
  • the cooling is stopped, and when the temperature is higher than the temperature in the A mode, the A mode is entered again, and the operation continues.
  • the cooling is stopped, and the refrigeration process of the refrigerator is controlled by continuously monitoring the temperature.
  • the running status information of the refrigerator uploading is temperature, the current temperature of the refrigerator cooling room uploaded in the A mode is a, the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in the cooling state, and the running status information is judged.
  • the target running state information is inconsistent; when a ⁇ b, and the current cooling state is exited, it is determined that the running state information is consistent with the target operating state information.
  • the operating status information uploaded by the refrigerator is power
  • the operating power of the refrigerator uploaded in the A mode is p1
  • the power corresponding to the target running status information is p, p1>p or p1 ⁇ p, and the difference is greater than a preset threshold (20 Hz).
  • Step S30 determining that the terminal has a fault when the running state information does not match the target operating state information.
  • the terminal After determining that the terminal is faulty, the terminal is automatically reported to be faulty, and the corresponding processing personnel is notified to perform after-sales maintenance processing.
  • the fault of the terminal is automatically reported to: 1) reported to the cloud server, and sent to the corresponding user end by the cloud server to remind the user that the terminal used by the user is faulty, and sends the information that the terminal is faulty through the cloud server.
  • To the after-sales service center for the after-sales service center to distribute the after-sales personnel to the home repair; 2) report to the customer and after-sales service center to remind the user that the terminal used by the user has failed, and remind the after-sales service center to distribute the after-sales personnel to the door for repair. .
  • the after-sales personnel distribution information is sent to the user user terminal to prompt the after-sales personnel to come to the door for maintenance.
  • the terminal by acquiring the running state information of the terminal, the obtained running state information is compared with the target running state information, and the terminal is determined to automatically determine whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • FIG. 2 is a schematic flowchart diagram of a second embodiment of a terminal fault diagnosis method according to the present invention. Based on the first embodiment of the terminal fault diagnosis method, after the step S30, the method further includes:
  • Step S40 determining a portion of the running state information that is inconsistent with the target operating state information
  • Step S50 Acquire, according to the inconsistent part, a fault type, a fault cause, and a solution of the terminal.
  • the fault type and the fault cause and the solution are set according to different fault conditions in advance. After determining that the terminal sends a fault, determining a portion of the running state information that is inconsistent with the target state information. For example, taking the refrigerator as an example, the current temperature of the refrigerator refrigeration room uploaded in the A mode is a, and the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in a cooling state. That is to say, after the temperature reaches the requirement, the refrigerator is still cooling continuously, either there is a problem with the mode control or a problem with the compressor. According to the fault condition of the above refrigerator, the fault type, the fault cause and the solution of the refrigerator are obtained.
  • the obtained solution and the like are sent to the after-sales service center for sending to the terminal where the after-sales personnel are located, or after the after-sales personnel are distributed, the obtained solution and the like are directly sent to the after-sales personnel.
  • After-sales personnel can directly locate the cause of the fault for repair according to the received solution and other information, and then reply to the operation of the terminal.
  • the fault is caused by improper operation of the user, and the fault information is sent to the after-sales service center, and the after-sales service center sends the fault information to the user terminal for use.
  • the fault information specification operation the fault of the terminal is solved.
  • the cooling takes 10 minutes, but after the refrigerator is cooled for 20 minutes, the cooling is continued, and the user's refrigerator door may not be closed.
  • the user can send fault information and the cause of the fault, prompting the user to check the working condition of the refrigerator and solve the problem in time.
  • receiving the reply message of the user terminal if the fault still exists after the user reply has been resolved, the fault cause needs to be re-matched, and the repair personnel are promptly found to solve the problem, or prompt
  • the user takes a status video or image of the refrigerator for a more detailed analysis of the cause of the malfunction.
  • the fault is automatically diagnosed, and the type, cause, and solution of the fault are automatically found, the fault is eliminated in time, and the efficiency and accuracy of the fault resolution are improved.
  • FIG. 3 is a schematic flowchart diagram of a third embodiment of a terminal fault diagnosis method according to the present invention. Based on the second embodiment of the foregoing terminal fault diagnosis method, after the step S30, the method further includes:
  • Step S60 Obtain new running state information uploaded by the terminal.
  • Step S70 comparing the new running state information with target operating state information corresponding to the terminal;
  • Step S80 When the new running state information is consistent with the target running state information, it is determined that the terminal fault has been processed.
  • the step S60 to the step S80 may be performed in synchronization with the step S40 and the step S50, or may be performed after the step S40 and the step S50.
  • the new running state information uploaded by the terminal is obtained. That is, the operating state information after the terminal is faulty is acquired, and the new running state information is compared with the target operating state information corresponding to the terminal; when the new running state information is consistent with the target operating state information, determining The terminal failure has been handled.
  • the time reported by the status information is the time for troubleshooting.
  • a prompt message is sent to the after-sales service center for the post-sales personnel to go to the site for repair in time.
  • the fault diagnosis report includes but is not limited to the time when the fault occurred, the time of processing, and the processing means and information on how to solve the fault.
  • the fault diagnosis report is uploaded to the cloud server as a reference for subsequent such fault processing.
  • the solution cannot be automatically obtained, and the prompt information is sent to the after-sales personnel, so that the after-sales personnel can timely upload the fault cause and the fault solution to solve the fault cause and the fault.
  • the plan is saved for subsequent failures as a reference.
  • the running state information after the fault occurs is obtained, and the running state information is used to monitor whether the fault is solved, and the fault solving time is quickly and timely, and the fault solving situation is monitored.
  • FIG. 4 is a schematic flowchart diagram of a fourth embodiment of a terminal fault diagnosis method according to the present invention.
  • the terminal fault diagnosis method includes:
  • Step S100 After determining that the terminal has failed, obtaining operation state information after the terminal failure occurs;
  • Step S200 comparing the running state information after the fault occurs with the target running state information corresponding to the terminal;
  • Step S300 when the running state information after the fault occurs is consistent with the target operating state information, it is determined that the terminal fault has been processed.
  • the running status information after the fault uploaded by the terminal is acquired. That is, the running state information after the terminal is faulty is acquired, and the running state information after the fault occurs is compared with the target operating state information corresponding to the terminal; the running state information and the target running state information after the fault occurs When they are consistent, it is determined that the terminal failure has been processed. After the fault occurs, the running status information uploaded by the terminal is compared with the target operating state information. After the terminal fails, the running status information after the fault occurs is consistent with the target running status information, and the fault of the terminal is determined to be processed.
  • the terminal automatically reports the running status information, and compares the running status information of the reported terminal with the target running status information.
  • the running status information after the fault occurs is consistent with the target running status information, and the terminal fault has been resolved.
  • the time reported by the status information is the time for troubleshooting.
  • the fault diagnosis report includes but is not limited to the time when the fault occurred, the time of processing, and the processing means and information on how to solve the fault.
  • the fault diagnosis report is uploaded to the cloud server as a reference for subsequent such fault processing.
  • the solution cannot be automatically obtained, and the prompt information is sent to the after-sales personnel, so that the after-sales personnel can timely upload the fault cause and the fault solution to solve the fault cause and the fault.
  • the plan is saved for subsequent failures as a reference.
  • the running state information after the fault occurs is obtained, and the running state information is used to automatically monitor whether the fault is solved, and the fault solving time is quickly and timely, and the fault resolution situation is monitored.
  • FIG. 5 is a schematic flowchart diagram of a fifth embodiment of a terminal fault diagnosis method according to the present invention. Based on the fourth embodiment of the terminal fault diagnosis method, before step S100, the method further includes:
  • Step S400 acquiring running state information of the terminal
  • a preset time is set, and the preset time may be 0, or 1 minute or 2 minutes, etc., and is set by default at the factory, or set and updated according to a setting instruction of the user.
  • the preset running time is obtained, and the running state information of the terminal is obtained.
  • the terminal is preferably a household appliance such as a refrigerator, a washing machine or a range hood or the like.
  • the operating status information includes, but is not limited to, temperature, power, and/or working time of the terminal when the terminal is in operation.
  • the terminal can upload the running status information to the cloud server connected to the communication server in real time, and the running status information includes the uploading time, and the uploading time is used as a subscript of the running status information to distinguish each running status information.
  • the running status information of the terminal is obtained from the cloud server.
  • the running status information includes the identifier of the terminal, that is, different terminals can upload their running status information to the cloud server, and carry the respective identifiers.
  • the running status information of the terminal it is distinguished according to the identifier of the terminal. In an embodiment of the invention, it is also possible to obtain its running status information directly from the terminal.
  • Step S500 comparing the running state information with target operating state information corresponding to the terminal;
  • the target running state information of each terminal is set in advance, and after the running state information of the terminal is obtained, the running state information is compared with the target running state information corresponding to the terminal.
  • the normal working time is 10 minutes
  • the cooling is stopped, and when the temperature is higher than the temperature in the A mode, the A mode is entered again, and the operation continues.
  • the cooling is stopped, and the refrigeration process of the refrigerator is controlled by continuously monitoring the temperature.
  • the running status information of the refrigerator uploading is temperature, the current temperature of the refrigerator cooling room uploaded in the A mode is a, the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in the cooling state, and the running status information is judged.
  • the target running state information is inconsistent; when a ⁇ b, and the current cooling state is exited, it is determined that the running state information is consistent with the target operating state information.
  • the operating status information uploaded by the refrigerator is power
  • the operating power of the refrigerator uploaded in the A mode is p1
  • the power corresponding to the target running status information is p, p1>p or p1 ⁇ p, and the difference is greater than a preset threshold (20 Hz).
  • Step S600 When the running state information does not match the target running state information, determine that the terminal has a fault.
  • the terminal After determining that the terminal is faulty, the terminal is automatically reported to be faulty, and the corresponding processing personnel is notified to perform after-sales maintenance processing.
  • the fault of the terminal is automatically reported to: 1) reported to the cloud server, and sent to the corresponding user end by the cloud server to remind the user that the terminal used by the user is faulty, and sends the information that the terminal is faulty through the cloud server.
  • To the after-sales service center for the after-sales service center to distribute the after-sales personnel to the home repair; 2) report to the customer and after-sales service center to remind the user that the terminal used by the user has failed, and remind the after-sales service center to distribute the after-sales personnel to the door for repair. .
  • the after-sales personnel distribution information is sent to the user user terminal to prompt the after-sales personnel to come to the door for maintenance.
  • the terminal by acquiring the running state information of the terminal, the obtained running state information is compared with the target running state information, and the terminal is determined to automatically determine whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • the fault type and the cause of the fault and the solution are set in advance according to different fault conditions. After determining that the terminal sends a fault, determining a portion of the running state information that is inconsistent with the target state information. For example, taking the refrigerator as an example, the current temperature of the refrigerator refrigeration room uploaded in the A mode is a, and the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in a cooling state. That is to say, after the temperature reaches the requirement, the refrigerator is still cooling continuously, either there is a problem with the mode control or a problem with the compressor. According to the fault condition of the above refrigerator, the fault type, the fault cause and the solution of the refrigerator are obtained.
  • the obtained solution and the like are sent to the after-sales service center for sending to the terminal where the after-sales personnel are located, or after the after-sales personnel are distributed, the obtained solution and the like are directly sent to the after-sales personnel.
  • After-sales personnel can directly locate the cause of the fault for repair according to the received solution and other information, and then reply to the operation of the terminal.
  • the fault is caused by improper operation of the user, and the fault information is sent to the after-sales service center, and the after-sales service center sends the fault information to the user terminal for use.
  • the fault information specification operation the fault of the terminal is solved.
  • the cooling takes 10 minutes, but after the refrigerator is cooled for 20 minutes, the cooling is continued, and the user's refrigerator door may not be closed.
  • the user can send fault information and the cause of the fault, prompting the user to check the working condition of the refrigerator and solve the problem in time.
  • receiving the reply message of the user terminal if the fault still exists after the user reply has been resolved, the fault cause needs to be re-matched, and the repair personnel are promptly found to solve the problem, or prompt
  • the user takes a status video or image of the refrigerator for a more detailed analysis of the cause of the malfunction.
  • the fault is automatically diagnosed, and the type, cause, and solution of the fault are automatically found, the fault is eliminated in time, and the efficiency and accuracy of the fault resolution are improved.
  • the execution bodies of the terminal fault diagnosis methods of the first to fifth embodiments may be cloud server or detection device connected to the cloud server. Further, the terminal fault diagnosis method may be implemented by a client program installed on a cloud server or a detecting device, where the detecting device includes but is not limited to a mobile phone, a pad, a notebook computer, or the like.
  • the invention further provides a terminal fault diagnosis apparatus.
  • FIG. 6 is a schematic diagram of functional modules of a first embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • the terminal fault diagnosis apparatus includes: a first acquisition module 10, a first diagnosis module 20, a first determination module 30, and a communication module 40,
  • the first obtaining module 10 is configured to acquire running state information of the terminal.
  • a preset time is set, and the preset time may be 0, or 1 minute or 2 minutes, etc., and is set by default at the factory, or set and updated according to a setting instruction of the user.
  • the preset running time is obtained, and the running state information of the terminal is obtained.
  • the terminal is preferably a household appliance such as a refrigerator, a washing machine or a range hood or the like.
  • the operating status information includes, but is not limited to, temperature, power, and/or working time of the terminal when the terminal is in operation.
  • the terminal can upload the running status information to the cloud server connected to the communication server in real time, and the running status information includes the uploading time, and the uploading time is used as a subscript of the running status information to distinguish each running status information.
  • the running status information of the terminal is obtained from the cloud server.
  • the running status information includes the identifier of the terminal, that is, different terminals can upload their running status information to the cloud server, and carry the respective identifiers.
  • the running status information of the terminal it is distinguished according to the identifier of the terminal. In an embodiment of the invention, it is also possible to obtain its running status information directly from the terminal.
  • the first diagnostic module 20 is configured to compare the running state information with target operating state information corresponding to the terminal;
  • the target running state information of each terminal is set in advance, and after the running state information of the terminal is obtained, the running state information is compared with the target running state information corresponding to the terminal.
  • the normal working time is 10 minutes
  • the cooling is stopped, and when the temperature is higher than the temperature in the A mode, the A mode is entered again, and the operation continues.
  • the cooling is stopped, and the refrigeration process of the refrigerator is controlled by continuously monitoring the temperature.
  • the running status information of the refrigerator uploading is temperature, the current temperature of the refrigerator cooling room uploaded in the A mode is a, the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in the cooling state, and the running status information is judged.
  • the target running state information is inconsistent; when a ⁇ b, and the current cooling state is exited, it is determined that the running state information is consistent with the target operating state information.
  • the operating status information uploaded by the refrigerator is power
  • the operating power of the refrigerator uploaded in the A mode is p1
  • the power corresponding to the target running status information is p, p1>p or p1 ⁇ p, and the difference is greater than a preset threshold (20 Hz).
  • the first determining module 30 is configured to determine that the terminal is faulty when the running state information is inconsistent with the target operating state information.
  • the communication module 40 is configured to automatically report the fault of the terminal after determining that the terminal is faulty, and notify the corresponding processing personnel to perform an after-sales maintenance process.
  • the fault of the terminal is automatically reported to: 1) reported to the cloud server, and sent to the corresponding user end by the cloud server to remind the user that the terminal used by the user is faulty, and sends the information that the terminal is faulty through the cloud server.
  • To the after-sales service center for the after-sales service center to distribute the after-sales personnel to the home repair; 2) report to the customer and after-sales service center to remind the user that the terminal used by the user has failed, and remind the after-sales service center to distribute the after-sales personnel to the door for repair. .
  • the after-sales personnel distribution information is sent to the user user terminal to prompt the after-sales personnel to come to the door for maintenance.
  • the terminal by acquiring the running state information of the terminal, the obtained running state information is compared with the target running state information, and the terminal is determined to automatically determine whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • FIG. 7 is a schematic diagram of functional modules of a second embodiment of a terminal fault diagnosis apparatus according to the present invention. Also includes:
  • a determining module 50 configured to determine a portion of the running state information that is inconsistent with the target operating state information
  • the first obtaining module 10 is further configured to acquire, according to the inconsistent part, a fault type, a fault cause, and a solution of the terminal.
  • the fault type and the fault cause and the solution are set according to different fault conditions in advance. After determining that the terminal sends a fault, determining a portion of the running state information that is inconsistent with the target state information. For example, taking the refrigerator as an example, the current temperature of the refrigerator refrigeration room uploaded in the A mode is a, and the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in a cooling state. That is to say, after the temperature reaches the requirement, the refrigerator is still cooling continuously, either there is a problem with the mode control or a problem with the compressor. According to the fault condition of the above refrigerator, the fault type, the fault cause and the solution of the refrigerator are obtained.
  • the obtained solution and the like are sent to the after-sales service center for sending to the terminal where the after-sales personnel are located, or after the after-sales personnel are distributed, the obtained solution and the like are directly sent to the after-sales personnel.
  • After-sales personnel can directly locate the cause of the fault for repair according to the received solution and other information, and then reply to the operation of the terminal.
  • the fault is caused by improper operation of the user, and the fault information is sent to the after-sales service center, and the after-sales service center sends the fault information to the user terminal for use.
  • the fault information specification operation the fault of the terminal is solved.
  • the cooling takes 10 minutes, but after the refrigerator is cooled for 20 minutes, the cooling is continued, and the user's refrigerator door may not be closed.
  • the user can send fault information and the cause of the fault, prompting the user to check the working condition of the refrigerator and solve the problem in time.
  • receiving the reply message of the user terminal if the fault still exists after the user reply has been resolved, the fault cause needs to be re-matched, and the repair personnel are promptly found to solve the problem, or prompt
  • the user takes a status video or image of the refrigerator for a more detailed analysis of the cause of the malfunction.
  • the fault is automatically diagnosed, and the type, cause, and solution of the fault are automatically found, the fault is eliminated in time, and the efficiency and accuracy of the fault resolution are improved.
  • the first obtaining module 10 is further configured to acquire new running state information uploaded by the terminal;
  • the first diagnostic module 20 is further configured to compare the new running state information with target operating state information corresponding to the terminal;
  • the first determining module 30 is further configured to determine that the terminal fault has been processed when the new running state information is consistent with the target operating state information.
  • the new running state information uploaded by the terminal is obtained. That is, the operating state information after the terminal is faulty is acquired, and the new running state information is compared with the target operating state information corresponding to the terminal; when the new running state information is consistent with the target operating state information, determining The terminal failure has been handled.
  • the time reported by the status information is the time for troubleshooting.
  • a prompt message is sent to the after-sales service center for the post-sales personnel to go to the site for repair in time.
  • the first recording module 60 is configured to record processing information of the terminal failure after the fault has been processed
  • the first generating module 70 is configured to generate the fault diagnosis report according to the processing information of the terminal fault.
  • the fault diagnosis report includes but is not limited to the time when the fault occurred, the time of processing, and the processing means and information on how to solve the fault.
  • the fault diagnosis report is uploaded to the cloud server as a reference for subsequent such fault processing.
  • the solution cannot be automatically obtained, and the prompt information is sent to the after-sales personnel, so that the after-sales personnel can timely upload the fault cause and the fault solution to solve the fault cause and the fault.
  • the plan is saved for subsequent failures as a reference.
  • the running state information after the fault occurs is obtained, and the running state information is used to monitor whether the fault is solved, and the fault solving time is quickly and timely, and the fault solving situation is monitored.
  • FIG. 9 is a schematic diagram of functional modules of a fourth embodiment of a terminal fault diagnosis apparatus according to the present invention.
  • the terminal fault device includes:
  • the second obtaining module 100 is configured to acquire, after determining that the terminal has failed, the running state information after the terminal fault occurs;
  • the second diagnostic module 200 is configured to compare the running state information after the fault occurs with the target operating state information corresponding to the terminal;
  • the second determining module 300 is configured to determine that the terminal fault has been processed when the running state information after the fault occurs is consistent with the target operating state information.
  • the running status information after the fault uploaded by the terminal is acquired. That is, the running state information after the terminal is faulty is acquired, and the running state information after the fault occurs is compared with the target operating state information corresponding to the terminal; the running state information and the target running state information after the fault occurs When they are consistent, it is determined that the terminal failure has been processed. After the fault occurs, the running status information uploaded by the terminal is compared with the target operating state information. After the terminal fails, the running status information after the fault occurs is consistent with the target running status information, and the fault of the terminal is determined to be processed.
  • the terminal automatically reports the running status information, and compares the running status information of the reported terminal with the target running status information.
  • the running status information after the fault occurs is consistent with the target running status information, and the terminal fault has been resolved.
  • the time reported by the status information is the time for troubleshooting.
  • a second recording module 400 configured to record processing information of the terminal failure after the fault has been processed
  • the second generation module 500 is configured to generate the fault diagnosis report according to the processing information of the terminal failure.
  • the fault diagnosis report includes but is not limited to the time when the fault occurred, the time of processing, and the processing means and information on how to solve the fault.
  • the fault diagnosis report is uploaded to the cloud server as a reference for subsequent such fault processing.
  • the solution cannot be automatically obtained, and the prompt information is sent to the after-sales personnel, so that the after-sales personnel can timely upload the fault cause and the fault solution to solve the fault cause and the fault.
  • the plan is saved for subsequent failures as a reference.
  • the running state information after the fault occurs is obtained, and the running state information is used to automatically monitor whether the fault is solved, and the fault solving time is quickly and timely, and the fault resolution situation is monitored.
  • the second obtaining module 100 is further configured to acquire running state information of the terminal;
  • a preset time is set, and the preset time may be 0, or 1 minute or 2 minutes, etc., and is set by default at the factory, or set and updated according to a setting instruction of the user.
  • the preset running time is obtained, and the running state information of the terminal is obtained.
  • the terminal is preferably a household appliance such as a refrigerator, a washing machine or a range hood or the like.
  • the operating status information includes, but is not limited to, temperature, power, and/or working time of the terminal when the terminal is in operation.
  • the terminal can upload the running status information to the cloud server connected to the communication server in real time, and the running status information includes the uploading time, and the uploading time is used as a subscript of the running status information to distinguish each running status information.
  • the running status information of the terminal is obtained from the cloud server.
  • the running status information includes the identifier of the terminal, that is, different terminals can upload their running status information to the cloud server, and carry the respective identifiers.
  • the running status information of the terminal it is distinguished according to the identifier of the terminal. In an embodiment of the invention, it is also possible to obtain its running status information directly from the terminal.
  • the second diagnostic module 200 is further configured to compare the running state information with target operating state information corresponding to the terminal;
  • the target running state information of each terminal is set in advance, and after the running state information of the terminal is obtained, the running state information is compared with the target running state information corresponding to the terminal.
  • the normal working time is 10 minutes
  • the cooling is stopped, and when the temperature is higher than the temperature in the A mode, the A mode is entered again, and the operation continues.
  • the cooling is stopped, and the refrigeration process of the refrigerator is controlled by continuously monitoring the temperature.
  • the running status information of the refrigerator uploading is temperature, the current temperature of the refrigerator cooling room uploaded in the A mode is a, the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in the cooling state, and the running status information is judged.
  • the target running state information is inconsistent; when a ⁇ b, and the current cooling state is exited, it is determined that the running state information is consistent with the target operating state information.
  • the operating status information uploaded by the refrigerator is power
  • the operating power of the refrigerator uploaded in the A mode is p1
  • the power corresponding to the target running status information is p, p1>p or p1 ⁇ p, and the difference is greater than a preset threshold (20 Hz).
  • the second determining module 300 is further configured to determine that the terminal is faulty when the running status information is inconsistent with the target operating status information.
  • the terminal After determining that the terminal is faulty, the terminal is automatically reported to be faulty, and the corresponding processing personnel is notified to perform after-sales maintenance processing.
  • the fault of the terminal is automatically reported to: 1) reported to the cloud server, and sent to the corresponding user end by the cloud server to remind the user that the terminal used by the user is faulty, and sends the information that the terminal is faulty through the cloud server.
  • To the after-sales service center for the after-sales service center to distribute the after-sales personnel to the home repair; 2) report to the customer and after-sales service center to remind the user that the terminal used by the user has failed, and remind the after-sales service center to distribute the after-sales personnel to the door for repair. .
  • the after-sales personnel distribution information is sent to the user user terminal to prompt the after-sales personnel to come to the door for maintenance.
  • the terminal by acquiring the running state information of the terminal, the obtained running state information is compared with the target running state information, and the terminal is determined to automatically determine whether the terminal is faulty according to the terminal operating state information.
  • a method for automatically determining terminal faults is provided, which improves the intelligence degree of terminal fault judgment and improves the accuracy of fault diagnosis.
  • the fault type and the cause of the fault and the solution are set in advance according to different fault conditions. After determining that the terminal sends a fault, determining a portion of the running state information that is inconsistent with the target state information. For example, taking the refrigerator as an example, the current temperature of the refrigerator refrigeration room uploaded in the A mode is a, and the temperature corresponding to the target operating state information is b, a ⁇ b, and is currently in a cooling state. That is to say, after the temperature reaches the requirement, the refrigerator is still cooling continuously, either there is a problem with the mode control or a problem with the compressor. According to the fault condition of the above refrigerator, the fault type, the fault cause and the solution of the refrigerator are obtained.
  • the obtained solution and the like are sent to the after-sales service center for sending to the terminal where the after-sales personnel are located, or after the after-sales personnel are distributed, the obtained solution and the like are directly sent to the after-sales personnel.
  • After-sales personnel can directly locate the cause of the fault for repair according to the received solution and other information, and then reply to the operation of the terminal.
  • the fault is caused by improper operation of the user, and the fault information is sent to the after-sales service center, and the after-sales service center sends the fault information to the user terminal for use.
  • the fault information specification operation the fault of the terminal is solved.
  • the cooling takes 10 minutes, but after the refrigerator is cooled for 20 minutes, the cooling is continued, and the user's refrigerator door may not be closed.
  • the user can send fault information and the cause of the fault, prompting the user to check the working condition of the refrigerator and solve the problem in time.
  • receiving the reply message of the user terminal if the fault still exists after the user reply has been resolved, the fault cause needs to be re-matched, and the repair personnel are promptly found to solve the problem, or prompt
  • the user takes a status video or image of the refrigerator for a more detailed analysis of the cause of the malfunction.
  • the fault is automatically diagnosed, and the type, cause, and solution of the fault are automatically found, the fault is eliminated in time, and the efficiency and accuracy of the fault resolution are improved.

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Abstract

一种终端故障诊断方法及装置，终端故障诊断方法包括以下步骤：获取终端的运行状态信息（S10）；将所述运行状态信息与所述终端对应的目标运行状态信息比对（S20）；在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障（S30）。该方法提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。

Description

终端故障诊断方法及装置
技术领域
本发明涉及终端设备检测技术领域，尤其涉及终端故障诊断方法及装置。
背景技术
随着生活水平的提高，各种家用电器不断融入人们的生活当中，给生活带来了极大的便利。例如，冰箱已成为普及型的家用电器，方便人们储存食物。在冰箱的使用过程中，冰箱会发生故障，但使用者很难发现冰箱是否发生故障，需要在冰箱无法正常工作或者停止工作（例如，发生异常声响或者无法启动等）时，才能发生故障。在使用者发现冰箱发生故障时说明冰箱已经无法使用。这种人为判断冰箱故障的方式导致发现故障的时间滞后，且不够智能，无法及时、准确判断冰箱发生故障。
上述内容仅用于辅助理解本发明的技术方案，并不代表承认上述内容是现有技术。
发明内容
本发明的主要目的在于提供一种终端故障诊断方法及装置，旨在解决人为判断终端故障的方式导致发现故障的时间滞后，且不够智能，无法及时、准确判断终端发生故障的问题。
为实现上述目的，本发明提供的一种终端故障诊断方法，包括以下步骤：
获取终端的运行状态信息；
将所述运行状态信息与所述终端对应的目标运行状态信息比对；
在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
优选地，所述判定所述终端发生故障的步骤之后，还包括：
确定所述运行状态信息与目标运行状态信息不一致的部分；
根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
优选地，所述判定所述终端发生故障的步骤之后，还包括：
自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。
优选地，判定所述终端发生故障的步骤之后，还包括：
获取所述终端上传的新的运行状态信息；
将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
优选地，所述判定所述终端故障已处理的步骤之后，还包括：
记录所述终端故障的处理信息；
根据所述终端故障的处理信息生成所述故障诊断报告。
优选地，所述判定所述终端故障已处理的步骤之后，还包括：
在终端发生故障后，运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，确定故障解决的时间，根据故障解决的时间生成售后人员的工作评价数据。
此外，为实现上述目的，本发明还提供一种终端故障诊断方法，包括以下步骤：
在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
优选地，所述获取所述终端故障发生后的运行状态信息的步骤之前，还包括：
获取终端的运行状态信息；
将所述运行状态信息与所述终端对应的目标运行状态信息比对；
在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
优选地，所述判定所述终端故障已处理的步骤之后，还包括：
记录所述终端故障的处理信息；
根据所述终端故障的处理信息生成所述故障诊断报告。
此外，为实现上述目的，本发明还提供一种终端故障诊断装置，包括：
第一获取模块，用于获取终端的运行状态信息；
第一诊断模块，用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
第一判定模块，用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
优选地，还包括：
确定模块，用于确定所述运行状态信息与目标运行状态信息不一致的部分；
所述第一获取模块，还用于根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
优选地，还包括：
通讯模块，用于自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。
优选地，所述第一获取模块，还用于获取所述终端上传的新的运行状态信息；
所述第一诊断模块，还用于将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
所述第一判定模块，还用于在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
优选地，还包括：
第一记录模块，用于记录所述终端故障的处理信息；
第一生成模块，用于根据所述终端故障的处理信息生成所述故障诊断报告。
优选地，第一判定模块，还用于在终端发生故障后，运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理；
所述第一生成模块，还用于确定故障解决的时间，根据故障解决的时间生成售后人员的工作评价数据。
此外，为实现上述目的，本发明还提供一种终端故障诊断装置，包括：
第二获取模块，用于在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
第二诊断模块，用于将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
第二判定模块，用于在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
优选地，所述第二获取模块，还用于获取终端的运行状态信息；
所述第二诊断模块，还用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
所述第二判定模块，还用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
优选地，还包括：
第二记录模块，用于记录所述终端故障的处理信息；
第二生成模块，用于根据所述终端故障的处理信息生成所述故障诊断报告。
本发明通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
附图说明
图1为本发明终端故障诊断方法的第一实施例的流程示意图；
图2为本发明终端故障诊断方法的第二实施例的流程示意图；
图3为本发明终端故障诊断方法的第三实施例的流程示意图；
图4为本发明终端故障诊断方法的第四实施例的流程示意图；
图5为本发明终端故障诊断方法的第五实施例的流程示意图；
图6为本发明终端故障诊断装置的第一实施例的功能模块示意图；
图7为本发明终端故障诊断装置的第二实施例的功能模块示意图；
图8为本发明终端故障诊断装置的第三实施例的功能模块示意图；
图9为本发明终端故障诊断装置的第四实施例的功能模块示意图。
本发明目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本发明，并不用于限定本发明。
本发明实施例的主要解决方案是：获取终端的运行状态信息；将所述运行状态信息与所述终端对应的目标运行状态信息比对；在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
由于现有人为判断终端故障的方式导致发现故障的时间滞后，且不够智能，无法及时、准确判断终端发生故障的问题。
基于上述问题，本发明提供一种终端故障诊断方法。
参照图1，图1为本发明终端故障诊断方法的第一实施例的流程示意图。
在一实施例中，所述终端故障诊断方法包括：
步骤S10，获取终端的运行状态信息；
在本发明实施例中，设置一预设时间，所述预设时间可以为0，也可以是1分钟或2分钟等，在出厂时默认设置，或者根据用户的设置指令进行设置和更新设置。在终端上电运行后，间隔所述预设时间，获取终端的运行状态信息。所述终端优选为家用电器，例如，冰箱、洗衣机或抽油烟机等。所述运行状态信息包括但不限于终端运行时的温度、功率和/或工作时间等。所述终端可以实时将运行状态信息上传至与其通信连接的云端服务器，所述运行状态信息包括上传的时间，将上传时间作为运行状态信息的下标来区分每条运行状态信息。在间隔预设时间后，从云端服务器获取所述终端的运行状态信息。可以理解的，所述运行状态信息包括终端的标识，即，不同的终端可以将其运行状态信息上传至云端服务器，携带各自的标识即可。在获取终端的运行状态信息时，根据终端的标识予以区分。在本发明一实施例中，还可以是直接从终端获取其运行状态信息。
步骤S20，将所述运行状态信息与所述终端对应的目标运行状态信息比对；
提前设置每个终端的目标运行状态信息，在获取到终端的运行状态信息后，将所述运行状态信息与所述终端对应的目标运行状态信息比对。例如，以冰箱为例，在冰箱处于A模式下时，正常工作时间为10分钟，在工作10分钟后，停止制冷，在温度高于A模式下的温度时，再次进入A模式，持续工作，达到A模式下的温度后，停止制冷，通过不断监控温度来控制冰箱的制冷过程。冰箱上传的运行状态信息为温度，A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态，判断所述运行状态信息与目标运行状态信息不一致；在a<b，且当前退出了制冷状态，判断所述运行状态信息与目标运行状态信息一致。再例如，冰箱上传的运行状态信息为功率，A模式下上传的冰箱运行功率为p1，目标运行状态信息对应的功率为p，p1>p或p1<p，且差值大于预设阈值（20Hz或30Hz等，根据冰箱性能设置），判断所述运行状态信息与目标运行状态信息不一致；p1>p或p1<p，且差值小于预设阈值，判断所述运行状态信息与目标运行状态信息一致。以上只是以冰箱作为实例来描述终端运行状态信息与目标运行状态信息的比对过程，本领域技术人员必然知晓其他电器之间的比对可以参考以上类似推导，在此不再一一赘述。
步骤S30，在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
在判定所述终端发生故障后，自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。所述自动上报所述终端的故障包括：1）上报至云端服务器，通过云端服务器发送至对应的用户端，以提醒用户端其使用的终端发生故障，并通过云端服务器将终端发生故障的信息发送至售后维修中心，以供售后维修中心分配售后人员及时上门维修；2）上报至用户端及售后维修中心，以提醒用户端其使用的终端发生故障，并提醒售后维修中心分配售后人员及时上门维修。在分配售后人员后，将售后人员分配信息发送至使用者用户终端，以提示会有售后人员上门维修。
本实施例通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
参照图2，图2为本发明终端故障诊断方法的第二实施例的流程示意图。基于上述终端故障诊断方法的第一实施例，所述步骤S30之后，还包括：
步骤S40，确定所述运行状态信息与目标运行状态信息不一致的部分；
步骤S50，根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
在本实施例中，提前根据不同的故障情况设置故障类型及故障原因以及解决方案。在判断终端发送故障后，确定所述运行状态信息与目标状态信息不一致的部分。例如，以冰箱为例，在A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态。也就是说，在温度达到要求后，冰箱还在持续制冷，要么是模式控制出现问题，要么是压缩机出现问题。根据上述冰箱的故障情况获取冰箱的故障类型、故障原因及解决方案。将获取的解决方案等信息发送至售后维修中心，以供其发送至售后人员所在的终端，或者在分配售后人员后，直接将所述获取的解决方案等信息发送至售后人员。售后人员根据接收到的解决方案等信息可以直接快速的定位故障原因进行维修，以及时回复终端的运行。在本发明其他实施例中，也还存在如下情况，故障所在的原因为使用者操作不当造成，将故障信息发送至售后维修中心，售后维修中心将故障信息发送至使用者用户终端，以供使用者及时根据故障信息规范操作，解决终端存在的故障。例如，以冰箱为例，在A模式下，制冷需要的时间为10分钟，但冰箱制冷20分钟后，还在持续制冷，有可能是用户冰箱门未关。可以通过使用者发送故障信息及故障原因，提示用户查看冰箱工作情况，及时解决问题。在向使用者用户终端发送故障信息及故障原因后，接收用户终端的回复信息，在用户回复已解决后，若还存在上述故障，则需要重新匹配故障原因，及时找售后维修人员解决，或者提示使用者拍摄冰箱的状态视频或图像，以供更加详细的分析故障原因。
本实施例通过自动诊断故障，并自动找出故障的类型、原因以及解决方案，及时排除故障，提高故障解决的效率和准确度。
参照图3，图3为本发明终端故障诊断方法的第三实施例的流程示意图。基于上述终端故障诊断方法的第二实施例，所述步骤S30之后，还包括：
步骤S60，获取所述终端上传的新的运行状态信息；
步骤S70，将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
步骤S80，在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
所述步骤S60至步骤S80可以与步骤S40和步骤S50同步执行，或者执行在步骤S40和步骤S50之后。在本实施例中，在根据终端上传的运行状态信息判断终端发生故障后，或者是在接收到终端使用者或者终端上报的已发生故障后，获取所述终端上传的新的运行状态信息。即，获取终端发生故障后的运行状态信息，将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。将故障发生后终端所上传的运行状态信息与目标运行状态信息比对，在终端发生故障后，新的运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，由此可以推导出故障解决的时间，进而通过解决的时间来给售后人员作出日常工作的评价数据，故障处理时间短的评价数据高，处理时间长的评价数据低，也可以结合故障的难易程度进行评价数据的计算。通过终端自动上报运行状态信息，将上报的终端发生故障后的运行状态信息与目标运行状态信息比对，在发生故障后的运行状态信息与目标运行状态信息一致，代表终端故障已解决，此运行状态信息上报的时间即为故障解决的时间。在一段时间内判断故障未解决时，发出提示信息至售后维修中心，以供其跟催售后人员及时到现场维修。
在故障已处理后，记录所述终端故障的处理信息；根据所述终端故障的处理信息生成所述故障诊断报告。所述故障诊断报告包括但不限于故障发生的时间，处理的时间，以及处理手段以及如何解决故障的信息。将所述故障诊断报告上传至云端服务器作为后续此类故障处理的参考。
在本发明一实施例中，在故障已解决后，无法自动获取到解决方案，发出提示信息至售后人员，以供所述售后人员及时上传故障原因及故障解决方案，以将故障原因及故障解决方案保存供后续的故障作为参考。
本实施例通过终端故障发生后，获取故障发生后的运行状态信息，通过运行状态信息来监控故障是否解决，及时快速的得到故障解决的时间，对故障解决情况进行监控。
参照图4，图4为本发明终端故障诊断方法的第四实施例的流程示意图。所述终端故障诊断方法包括：
步骤S100，在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
步骤S200，将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
步骤S300，在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
在本实施例中，在根据终端上传的运行状态信息判断终端发生故障后，或者是在接收到终端使用者或者终端上报的已发生故障后，获取所述终端上传的故障发生后的运行状态信息。即，获取终端发生故障后的运行状态信息，将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。将故障发生后终端所上传的运行状态信息与目标运行状态信息比对，在终端发生故障后，故障发生后的运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，由此可以推导出故障解决的时间，进而通过解决的时间来给售后人员作出日常工作的评价数据，故障处理时间短的评价数据高，处理时间长的评价数据低，也可以结合故障的难易程度进行评价数据的计算。通过终端自动上报运行状态信息，将上报的终端发生故障后的运行状态信息与目标运行状态信息比对，在发生故障后的运行状态信息与目标运行状态信息一致，代表终端故障已解决，此运行状态信息上报的时间即为故障解决的时间。在一段时间内判断故障未解决时，发出提示信息至售后维修中心，以供其跟催售后人员及时到现场维修。
在故障已处理后，记录所述终端故障的处理信息；根据所述终端故障的处理信息生成所述故障诊断报告。所述故障诊断报告包括但不限于故障发生的时间，处理的时间，以及处理手段以及如何解决故障的信息。将所述故障诊断报告上传至云端服务器作为后续此类故障处理的参考。
在本发明一实施例中，在故障已解决后，无法自动获取到解决方案，发出提示信息至售后人员，以供所述售后人员及时上传故障原因及故障解决方案，以将故障原因及故障解决方案保存供后续的故障作为参考。
本实施例通过终端故障发生后，获取故障发生后的运行状态信息，通过运行状态信息来自动监控故障是否解决，及时快速的得到故障解决的时间，对故障解决情况进行监控。
参照图5，图5为本发明终端故障诊断方法的第五实施例的流程示意图。基于所述终端故障诊断方法的第四实施例，在步骤S100之前，还包括：
步骤S400，获取终端的运行状态信息；
在本发明实施例中，设置一预设时间，所述预设时间可以为0，也可以是1分钟或2分钟等，在出厂时默认设置，或者根据用户的设置指令进行设置和更新设置。在终端上电运行后，间隔所述预设时间，获取终端的运行状态信息。所述终端优选为家用电器，例如，冰箱、洗衣机或抽油烟机等。所述运行状态信息包括但不限于终端运行时的温度、功率和/或工作时间等。所述终端可以实时将运行状态信息上传至与其通信连接的云端服务器，所述运行状态信息包括上传的时间，将上传时间作为运行状态信息的下标来区分每条运行状态信息。在间隔预设时间后，从云端服务器获取所述终端的运行状态信息。可以理解的，所述运行状态信息包括终端的标识，即，不同的终端可以将其运行状态信息上传至云端服务器，携带各自的标识即可。在获取终端的运行状态信息时，根据终端的标识予以区分。在本发明一实施例中，还可以是直接从终端获取其运行状态信息。
步骤S500，将所述运行状态信息与所述终端对应的目标运行状态信息比对；
提前设置每个终端的目标运行状态信息，在获取到终端的运行状态信息后，将所述运行状态信息与所述终端对应的目标运行状态信息比对。例如，以冰箱为例，在冰箱处于A模式下时，正常工作时间为10分钟，在工作10分钟后，停止制冷，在温度高于A模式下的温度时，再次进入A模式，持续工作，达到A模式下的温度后，停止制冷，通过不断监控温度来控制冰箱的制冷过程。冰箱上传的运行状态信息为温度，A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态，判断所述运行状态信息与目标运行状态信息不一致；在a<b，且当前退出了制冷状态，判断所述运行状态信息与目标运行状态信息一致。再例如，冰箱上传的运行状态信息为功率，A模式下上传的冰箱运行功率为p1，目标运行状态信息对应的功率为p，p1>p或p1<p，且差值大于预设阈值（20Hz或30Hz等，根据冰箱性能设置），判断所述运行状态信息与目标运行状态信息不一致；p1>p或p1<p，且差值小于预设阈值，判断所述运行状态信息与目标运行状态信息一致。以上只是以冰箱作为实例来描述终端运行状态信息与目标运行状态信息的比对过程，本领域技术人员必然知晓其他电器之间的比对可以参考以上类似推导，在此不再一一赘述。
步骤S600，在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
在判定所述终端发生故障后，自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。所述自动上报所述终端的故障包括：1）上报至云端服务器，通过云端服务器发送至对应的用户端，以提醒用户端其使用的终端发生故障，并通过云端服务器将终端发生故障的信息发送至售后维修中心，以供售后维修中心分配售后人员及时上门维修；2）上报至用户端及售后维修中心，以提醒用户端其使用的终端发生故障，并提醒售后维修中心分配售后人员及时上门维修。在分配售后人员后，将售后人员分配信息发送至使用者用户终端，以提示会有售后人员上门维修。
本实施例通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
在本发明另一实施例中，提前根据不同的故障情况设置故障类型及故障原因以及解决方案。在判断终端发送故障后，确定所述运行状态信息与目标状态信息不一致的部分。例如，以冰箱为例，在A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态。也就是说，在温度达到要求后，冰箱还在持续制冷，要么是模式控制出现问题，要么是压缩机出现问题。根据上述冰箱的故障情况获取冰箱的故障类型、故障原因及解决方案。将获取的解决方案等信息发送至售后维修中心，以供其发送至售后人员所在的终端，或者在分配售后人员后，直接将所述获取的解决方案等信息发送至售后人员。售后人员根据接收到的解决方案等信息可以直接快速的定位故障原因进行维修，以及时回复终端的运行。在本发明其他实施例中，也还存在如下情况，故障所在的原因为使用者操作不当造成，将故障信息发送至售后维修中心，售后维修中心将故障信息发送至使用者用户终端，以供使用者及时根据故障信息规范操作，解决终端存在的故障。例如，以冰箱为例，在A模式下，制冷需要的时间为10分钟，但冰箱制冷20分钟后，还在持续制冷，有可能是用户冰箱门未关。可以通过使用者发送故障信息及故障原因，提示用户查看冰箱工作情况，及时解决问题。在向使用者用户终端发送故障信息及故障原因后，接收用户终端的回复信息，在用户回复已解决后，若还存在上述故障，则需要重新匹配故障原因，及时找售后维修人员解决，或者提示使用者拍摄冰箱的状态视频或图像，以供更加详细的分析故障原因。
本实施例通过自动诊断故障，并自动找出故障的类型、原因以及解决方案，及时排除故障，提高故障解决的效率和准确度。
上述第一至第五实施例的终端故障诊断方法的执行主体均可以为云端服务器或与云端服务器信号连接的检测设备。更进一步地，该终端故障诊断方法可以由安装在云端服务器或检测设备上的客户端程序实现，其中，所述检测设备包括但不限于手机、pad、笔记本电脑等。
本发明进一步提供一种终端故障诊断装置。
参照图6，图6为本发明终端故障诊断装置的第一实施例的功能模块示意图。
在一实施例中，所述终端故障诊断装置包括：第一获取模块10、第一诊断模块20、第一判定模块30及通讯模块40，
所述第一获取模块10，用于获取终端的运行状态信息；
在本发明实施例中，设置一预设时间，所述预设时间可以为0，也可以是1分钟或2分钟等，在出厂时默认设置，或者根据用户的设置指令进行设置和更新设置。在终端上电运行后，间隔所述预设时间，获取终端的运行状态信息。所述终端优选为家用电器，例如，冰箱、洗衣机或抽油烟机等。所述运行状态信息包括但不限于终端运行时的温度、功率和/或工作时间等。所述终端可以实时将运行状态信息上传至与其通信连接的云端服务器，所述运行状态信息包括上传的时间，将上传时间作为运行状态信息的下标来区分每条运行状态信息。在间隔预设时间后，从云端服务器获取所述终端的运行状态信息。可以理解的，所述运行状态信息包括终端的标识，即，不同的终端可以将其运行状态信息上传至云端服务器，携带各自的标识即可。在获取终端的运行状态信息时，根据终端的标识予以区分。在本发明一实施例中，还可以是直接从终端获取其运行状态信息。
所述第一诊断模块20，用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
提前设置每个终端的目标运行状态信息，在获取到终端的运行状态信息后，将所述运行状态信息与所述终端对应的目标运行状态信息比对。例如，以冰箱为例，在冰箱处于A模式下时，正常工作时间为10分钟，在工作10分钟后，停止制冷，在温度高于A模式下的温度时，再次进入A模式，持续工作，达到A模式下的温度后，停止制冷，通过不断监控温度来控制冰箱的制冷过程。冰箱上传的运行状态信息为温度，A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态，判断所述运行状态信息与目标运行状态信息不一致；在a<b，且当前退出了制冷状态，判断所述运行状态信息与目标运行状态信息一致。再例如，冰箱上传的运行状态信息为功率，A模式下上传的冰箱运行功率为p1，目标运行状态信息对应的功率为p，p1>p或p1<p，且差值大于预设阈值（20Hz或30Hz等，根据冰箱性能设置），判断所述运行状态信息与目标运行状态信息不一致；p1>p或p1<p，且差值小于预设阈值，判断所述运行状态信息与目标运行状态信息一致。以上只是以冰箱作为实例来描述终端运行状态信息与目标运行状态信息的比对过程，本领域技术人员必然知晓其他电器之间的比对可以参考以上类似推导，在此不再一一赘述。
所述第一判定模块30，用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
所述通讯模块40，用于在判定所述终端发生故障后，自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。
所述自动上报所述终端的故障包括：1）上报至云端服务器，通过云端服务器发送至对应的用户端，以提醒用户端其使用的终端发生故障，并通过云端服务器将终端发生故障的信息发送至售后维修中心，以供售后维修中心分配售后人员及时上门维修；2）上报至用户端及售后维修中心，以提醒用户端其使用的终端发生故障，并提醒售后维修中心分配售后人员及时上门维修。在分配售后人员后，将售后人员分配信息发送至使用者用户终端，以提示会有售后人员上门维修。
本实施例通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
参照图7，图7为本发明终端故障诊断装置的第二实施例的功能模块示意图。还包括：
确定模块50，用于确定所述运行状态信息与目标运行状态信息不一致的部分；
所述第一获取模块10，还用于根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
在本实施例中，提前根据不同的故障情况设置故障类型及故障原因以及解决方案。在判断终端发送故障后，确定所述运行状态信息与目标状态信息不一致的部分。例如，以冰箱为例，在A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态。也就是说，在温度达到要求后，冰箱还在持续制冷，要么是模式控制出现问题，要么是压缩机出现问题。根据上述冰箱的故障情况获取冰箱的故障类型、故障原因及解决方案。将获取的解决方案等信息发送至售后维修中心，以供其发送至售后人员所在的终端，或者在分配售后人员后，直接将所述获取的解决方案等信息发送至售后人员。售后人员根据接收到的解决方案等信息可以直接快速的定位故障原因进行维修，以及时回复终端的运行。在本发明其他实施例中，也还存在如下情况，故障所在的原因为使用者操作不当造成，将故障信息发送至售后维修中心，售后维修中心将故障信息发送至使用者用户终端，以供使用者及时根据故障信息规范操作，解决终端存在的故障。例如，以冰箱为例，在A模式下，制冷需要的时间为10分钟，但冰箱制冷20分钟后，还在持续制冷，有可能是用户冰箱门未关。可以通过使用者发送故障信息及故障原因，提示用户查看冰箱工作情况，及时解决问题。在向使用者用户终端发送故障信息及故障原因后，接收用户终端的回复信息，在用户回复已解决后，若还存在上述故障，则需要重新匹配故障原因，及时找售后维修人员解决，或者提示使用者拍摄冰箱的状态视频或图像，以供更加详细的分析故障原因。
本实施例通过自动诊断故障，并自动找出故障的类型、原因以及解决方案，及时排除故障，提高故障解决的效率和准确度。
进一步地，所述第一获取模块10，还用于获取所述终端上传的新的运行状态信息；
所述第一诊断模块20，还用于将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
所述第一判定模块30，还用于在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
在本实施例中，在根据终端上传的运行状态信息判断终端发生故障后，或者是在接收到终端使用者或者终端上报的已发生故障后，获取所述终端上传的新的运行状态信息。即，获取终端发生故障后的运行状态信息，将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。将故障发生后终端所上传的运行状态信息与目标运行状态信息比对，在终端发生故障后，新的运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，由此可以推导出故障解决的时间，进而通过解决的时间来给售后人员作出日常工作的评价数据，故障处理时间短的评价数据高，处理时间长的评价数据低，也可以结合故障的难易程度进行评价数据的计算。通过终端自动上报运行状态信息，将上报的终端发生故障后的运行状态信息与目标运行状态信息比对，在发生故障后的运行状态信息与目标运行状态信息一致，代表终端故障已解决，此运行状态信息上报的时间即为故障解决的时间。在一段时间内判断故障未解决时，发出提示信息至售后维修中心，以供其跟催售后人员及时到现场维修。
参考图8，第一记录模块60，用于在故障已处理后，记录所述终端故障的处理信息；
第一生成模块70，用于根据所述终端故障的处理信息生成所述故障诊断报告。所述故障诊断报告包括但不限于故障发生的时间，处理的时间，以及处理手段以及如何解决故障的信息。将所述故障诊断报告上传至云端服务器作为后续此类故障处理的参考。
在本发明一实施例中，在故障已解决后，无法自动获取到解决方案，发出提示信息至售后人员，以供所述售后人员及时上传故障原因及故障解决方案，以将故障原因及故障解决方案保存供后续的故障作为参考。
本实施例通过终端故障发生后，获取故障发生后的运行状态信息，通过运行状态信息来监控故障是否解决，及时快速的得到故障解决的时间，对故障解决情况进行监控。
参照图9，图9为本发明终端故障诊断装置的第四实施例的功能模块示意图。所述终端故障装置包括：
第二获取模块100，用于在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
第二诊断模块200，用于将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
第二判定模块300，用于在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
在本实施例中，在根据终端上传的运行状态信息判断终端发生故障后，或者是在接收到终端使用者或者终端上报的已发生故障后，获取所述终端上传的故障发生后的运行状态信息。即，获取终端发生故障后的运行状态信息，将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。将故障发生后终端所上传的运行状态信息与目标运行状态信息比对，在终端发生故障后，故障发生后的运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，由此可以推导出故障解决的时间，进而通过解决的时间来给售后人员作出日常工作的评价数据，故障处理时间短的评价数据高，处理时间长的评价数据低，也可以结合故障的难易程度进行评价数据的计算。通过终端自动上报运行状态信息，将上报的终端发生故障后的运行状态信息与目标运行状态信息比对，在发生故障后的运行状态信息与目标运行状态信息一致，代表终端故障已解决，此运行状态信息上报的时间即为故障解决的时间。在一段时间内判断故障未解决时，发出提示信息至售后维修中心，以供其跟催售后人员及时到现场维修。
第二记录模块400，用于在故障已处理后，记录所述终端故障的处理信息；
第二生成模块500，用于根据所述终端故障的处理信息生成所述故障诊断报告。所述故障诊断报告包括但不限于故障发生的时间，处理的时间，以及处理手段以及如何解决故障的信息。将所述故障诊断报告上传至云端服务器作为后续此类故障处理的参考。
在本发明一实施例中，在故障已解决后，无法自动获取到解决方案，发出提示信息至售后人员，以供所述售后人员及时上传故障原因及故障解决方案，以将故障原因及故障解决方案保存供后续的故障作为参考。
本实施例通过终端故障发生后，获取故障发生后的运行状态信息，通过运行状态信息来自动监控故障是否解决，及时快速的得到故障解决的时间，对故障解决情况进行监控。
进一步地，所述第二获取模块100，还用于获取终端的运行状态信息；
在本发明实施例中，设置一预设时间，所述预设时间可以为0，也可以是1分钟或2分钟等，在出厂时默认设置，或者根据用户的设置指令进行设置和更新设置。在终端上电运行后，间隔所述预设时间，获取终端的运行状态信息。所述终端优选为家用电器，例如，冰箱、洗衣机或抽油烟机等。所述运行状态信息包括但不限于终端运行时的温度、功率和/或工作时间等。所述终端可以实时将运行状态信息上传至与其通信连接的云端服务器，所述运行状态信息包括上传的时间，将上传时间作为运行状态信息的下标来区分每条运行状态信息。在间隔预设时间后，从云端服务器获取所述终端的运行状态信息。可以理解的，所述运行状态信息包括终端的标识，即，不同的终端可以将其运行状态信息上传至云端服务器，携带各自的标识即可。在获取终端的运行状态信息时，根据终端的标识予以区分。在本发明一实施例中，还可以是直接从终端获取其运行状态信息。
所述第二诊断模块200，还用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
提前设置每个终端的目标运行状态信息，在获取到终端的运行状态信息后，将所述运行状态信息与所述终端对应的目标运行状态信息比对。例如，以冰箱为例，在冰箱处于A模式下时，正常工作时间为10分钟，在工作10分钟后，停止制冷，在温度高于A模式下的温度时，再次进入A模式，持续工作，达到A模式下的温度后，停止制冷，通过不断监控温度来控制冰箱的制冷过程。冰箱上传的运行状态信息为温度，A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态，判断所述运行状态信息与目标运行状态信息不一致；在a<b，且当前退出了制冷状态，判断所述运行状态信息与目标运行状态信息一致。再例如，冰箱上传的运行状态信息为功率，A模式下上传的冰箱运行功率为p1，目标运行状态信息对应的功率为p，p1>p或p1<p，且差值大于预设阈值（20Hz或30Hz等，根据冰箱性能设置），判断所述运行状态信息与目标运行状态信息不一致；p1>p或p1<p，且差值小于预设阈值，判断所述运行状态信息与目标运行状态信息一致。以上只是以冰箱作为实例来描述终端运行状态信息与目标运行状态信息的比对过程，本领域技术人员必然知晓其他电器之间的比对可以参考以上类似推导，在此不再一一赘述。
所述第二判定模块300，还用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
在判定所述终端发生故障后，自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。所述自动上报所述终端的故障包括：1）上报至云端服务器，通过云端服务器发送至对应的用户端，以提醒用户端其使用的终端发生故障，并通过云端服务器将终端发生故障的信息发送至售后维修中心，以供售后维修中心分配售后人员及时上门维修；2）上报至用户端及售后维修中心，以提醒用户端其使用的终端发生故障，并提醒售后维修中心分配售后人员及时上门维修。在分配售后人员后，将售后人员分配信息发送至使用者用户终端，以提示会有售后人员上门维修。
本实施例通过获取终端的运行状态信息，将获取的运行状态信息与目标运行状态信息比对，实现自动的根据终端运行状态信息判断终端是否发生故障。提供一种自动判断终端故障的方式，提高终端故障判断的智能化程度，且提高了故障诊断的准确度。
在本发明另一实施例中，提前根据不同的故障情况设置故障类型及故障原因以及解决方案。在判断终端发送故障后，确定所述运行状态信息与目标状态信息不一致的部分。例如，以冰箱为例，在A模式下上传的冰箱制冷室当前温度为a，目标运行状态信息对应的温度为b，a<b，且当前还处于制冷状态。也就是说，在温度达到要求后，冰箱还在持续制冷，要么是模式控制出现问题，要么是压缩机出现问题。根据上述冰箱的故障情况获取冰箱的故障类型、故障原因及解决方案。将获取的解决方案等信息发送至售后维修中心，以供其发送至售后人员所在的终端，或者在分配售后人员后，直接将所述获取的解决方案等信息发送至售后人员。售后人员根据接收到的解决方案等信息可以直接快速的定位故障原因进行维修，以及时回复终端的运行。在本发明其他实施例中，也还存在如下情况，故障所在的原因为使用者操作不当造成，将故障信息发送至售后维修中心，售后维修中心将故障信息发送至使用者用户终端，以供使用者及时根据故障信息规范操作，解决终端存在的故障。例如，以冰箱为例，在A模式下，制冷需要的时间为10分钟，但冰箱制冷20分钟后，还在持续制冷，有可能是用户冰箱门未关。可以通过使用者发送故障信息及故障原因，提示用户查看冰箱工作情况，及时解决问题。在向使用者用户终端发送故障信息及故障原因后，接收用户终端的回复信息，在用户回复已解决后，若还存在上述故障，则需要重新匹配故障原因，及时找售后维修人员解决，或者提示使用者拍摄冰箱的状态视频或图像，以供更加详细的分析故障原因。
本实施例通过自动诊断故障，并自动找出故障的类型、原因以及解决方案，及时排除故障，提高故障解决的效率和准确度。
以上仅为本发明的优选实施例，并非因此限制本发明的专利范围，凡是利用本发明说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本发明的专利保护范围内。

Claims (18)

  1. 一种终端故障诊断方法，其特征在于，包括以下步骤：
    获取终端的运行状态信息；
    将所述运行状态信息与所述终端对应的目标运行状态信息比对；
    在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
  2. 如权利要求1所述的终端故障诊断方法，其特征在于，所述判定所述终端发生故障的步骤之后，还包括：
    确定所述运行状态信息与目标运行状态信息不一致的部分；
    根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
  3. 如权利要求1所述的终端故障诊断方法，其特征在于，所述判定所述终端发生故障的步骤之后，还包括：
    自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。
  4. 如权利要求1所述的终端故障诊断方法，其特征在于，判定所述终端发生故障的步骤之后，还包括：
    获取所述终端上传的新的运行状态信息；
    将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
    在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
  5. 如权利要求4所述的终端故障诊断方法，其特征在于，所述判定所述终端故障已处理的步骤之后，还包括：
    记录所述终端故障的处理信息；
    根据所述终端故障的处理信息生成所述故障诊断报告。
  6. 如权利要求4所述的终端故障诊断方法，其特征在于，所述判定所述终端故障已处理的步骤之后，还包括：
    在终端发生故障后，运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理，确定故障解决的时间，根据故障解决的时间生成售后人员的工作评价数据。
  7. 一种终端故障诊断方法，其特征在于，包括以下步骤：
    在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
    将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
    在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
  8. 如权利要求7所述的终端故障诊断方法，其特征在于，所述获取所述终端故障发生后的运行状态信息的步骤之前，还包括：
    获取终端的运行状态信息；
    将所述运行状态信息与所述终端对应的目标运行状态信息比对；
    在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
  9. 如权利要求7所述的终端故障诊断方法，其特征在于，所述判定所述终端故障已处理的步骤之后，还包括：
    记录所述终端故障的处理信息；
    根据所述终端故障的处理信息生成所述故障诊断报告。
  10. 一种终端故障诊断装置，其特征在于，包括：
    第一获取模块，用于获取终端的运行状态信息；
    第一诊断模块，用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
    第一判定模块，用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
  11. 如权利要求10所述的终端故障诊断装置，其特征在于，还包括：
    确定模块，用于确定所述运行状态信息与目标运行状态信息不一致的部分；
    所述第一获取模块，还用于根据所述不一致的部分获取所述终端的故障类型、故障原因及解决方案。
  12. 如权利要求10所述的终端故障诊断装置，其特征在于，还包括：
    通讯模块，用于自动上报所述终端的故障，并通知相应的处理人员进行售后维修处理。
  13. 如权利要求10所述的终端故障诊断装置，其特征在于，
    所述第一获取模块，还用于获取所述终端上传的新的运行状态信息；
    所述第一诊断模块，还用于将所述新的运行状态信息与所述终端对应的目标运行状态信息比对；
    所述第一判定模块，还用于在所述新的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
  14. 如权利要求13所述的终端故障诊断装置，其特征在于，还包括：
    第一记录模块，用于记录所述终端故障的处理信息；
    第一生成模块，用于根据所述终端故障的处理信息生成所述故障诊断报告。
  15. 如权利要求14所述的终端故障诊断装置，其特征在于，第一判定模块，还用于在终端发生故障后，运行状态信息与目标运行状态信息一致时，判断所述终端的故障已处理；
    所述第一生成模块，还用于确定故障解决的时间，根据故障解决的时间生成售后人员的工作评价数据。
  16. 一种终端故障诊断装置，其特征在于，包括：
    第二获取模块，用于在确定终端已发生故障后，获取所述终端故障发生后的运行状态信息；
    第二诊断模块，用于将所述故障发生后的运行状态信息与所述终端对应的目标运行状态信息比对；
    第二判定模块，用于在所述故障发生后的运行状态信息与目标运行状态信息一致时，判定所述终端故障已处理。
  17. 如权利要求16所述的终端故障诊断装置，其特征在于，
    所述第二获取模块，还用于获取终端的运行状态信息；
    所述第二诊断模块，还用于将所述运行状态信息与所述终端对应的目标运行状态信息比对；
    所述第二判定模块，还用于在所述运行状态信息与目标运行状态信息不一致时，判定所述终端发生故障。
  18. 如权利要求16所述的终端故障诊断装置，其特征在于，还包括：
    第二记录模块，用于记录所述终端故障的处理信息；
    第二生成模块，用于根据所述终端故障的处理信息生成所述故障诊断报告。
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CN115057316B (zh) * 2022-07-14 2023-11-21 慧川电梯科技有限公司 一种检测电梯故障的方法及系统

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