WO2017201897A1 - 智能电视故障信息收集方法及装置 - Google Patents

智能电视故障信息收集方法及装置 Download PDF

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Publication number
WO2017201897A1
WO2017201897A1 PCT/CN2016/096109 CN2016096109W WO2017201897A1 WO 2017201897 A1 WO2017201897 A1 WO 2017201897A1 CN 2016096109 W CN2016096109 W CN 2016096109W WO 2017201897 A1 WO2017201897 A1 WO 2017201897A1
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Prior art keywords
smart
smart television
log file
fault information
information collecting
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PCT/CN2016/096109
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English (en)
French (fr)
Inventor
严力
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深圳Tcl数字技术有限公司
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Publication of WO2017201897A1 publication Critical patent/WO2017201897A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N17/00—Diagnosis, testing or measuring for television systems or their details
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/43—Processing of content or additional data, e.g. demultiplexing additional data from a digital video stream; Elementary client operations, e.g. monitoring of home network or synchronising decoder's clock; Client middleware
    • H04N21/442—Monitoring of processes or resources, e.g. detecting the failure of a recording device, monitoring the downstream bandwidth, the number of times a movie has been viewed, the storage space available from the internal hard disk
    • H04N21/4425—Monitoring of client processing errors or hardware failure

Definitions

  • the present invention relates to the field of smart television technologies, and in particular, to a smart television fault information collection method and apparatus.
  • TV can be waited for a while. It resumes normal operation, and sometimes it needs to be powered off to shut down the application software. After the TV is restarted, it can resume normal operation. However, since the TV card is not stuck or crashed, it is still possible after the TV is restored to normal operation. suddenly stuck or crashed.
  • the existing smart TV after-sales service is divided into two types: telephone answering service and door-to-door service.
  • the telephone response has real-time performance, but the customer service personnel only rely on the user's non-professional description of the TV fault representation, it is difficult to provide the user with accurate and effective problem elimination methods, thereby achieving rapid troubleshooting; after-sales service personnel can visit the door to achieve the fault Accurate judgment, but a large number of after-sales human resources will be spent on the way to and from the company and the user, time-consuming and laborious.
  • the main object of the present invention is to provide a smart television fault information collecting method and device, which aims to solve the problem that the current smart television system is difficult to collect faults quickly and accurately, which seriously affects the efficiency and quality of after-sales service.
  • the present invention provides a smart TV fault information collecting method, including the following steps:
  • the method further includes:
  • the solution is delivered to the smart TV where the exception has occurred.
  • the method further includes:
  • the solution When the solution can solve the abnormality of the smart television system, the solution is delivered to the smart TV in which the abnormality does not occur.
  • the smart TV system is an Android system
  • the designated storage area is a storage area under the /data/ directory
  • the log file includes a file under the /data/tombstone/ directory and a /data/anr/ directory. file.
  • the step of detecting the specified storage area of the smart TV in real time further includes:
  • the method further includes:
  • the abnormality flag information is cleared.
  • the method further includes:
  • the print information of the target line number in the system log of the smart television system is intercepted and uploaded to the server.
  • the present invention further provides a smart television fault information collecting apparatus, including:
  • a detecting module configured to detect a specified storage area of the smart TV in real time
  • a determining module configured to determine that an abnormality occurs in the smart television system when the log file is generated in the specified storage area
  • a communication module that packages the generated log files and uploads them to the server.
  • the determining module is further configured to analyze and provide a solution for an abnormality of the smart television system
  • the communication module is further configured to deliver the solution to a smart TV that has generated the abnormality.
  • the communication module is further configured to send the solution to a smart TV that does not have the abnormality when the solution can solve the abnormality of the smart television system.
  • the smart TV system is an Android system
  • the designated storage area is a storage area under the /data/ directory
  • the log file includes a file under the /data/tombstone/ directory and a /data/anr/ directory. file.
  • the detecting module is further configured to detect, in real time, whether the debuggerd background process of the smart television system generates the log file in the /data/ directory.
  • the smart TV fault information collecting device further includes:
  • a flag module configured to generate abnormal flag information in an attribute of the smart television system when the log file is detected
  • the clearing module is configured to clear the abnormality flag information after the log file is packaged and uploaded to the server.
  • the smart TV fault information collecting device further includes:
  • the intercepting module is configured to intercept, when the log file is detected, the print information of the target line number in the system log of the smart television system, and upload the server.
  • the invention detects the specified storage area of the smart TV in real time; when the log file is generated in the specified storage area, determines that the smart television system is abnormal; and packages the generated log file and uploads the log file to the server.
  • the event of a malfunction of the smart TV system it is possible to know the malfunction of the smart TV and the cause of the malfunction in the first time, which greatly improves the efficiency and quality of the after-sales service.
  • FIG. 1 is a schematic flow chart of a first embodiment of a method for collecting fault information of a smart television according to the present invention
  • FIG. 2 is a schematic flowchart of a second embodiment of a method for collecting fault information of a smart television according to the present invention
  • FIG. 3 is a schematic flowchart of a third embodiment of a method for collecting fault information of a smart television according to the present invention.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a smart television fault information collecting apparatus according to the present invention.
  • FIG. 5 is a schematic diagram of functional modules of a second embodiment of a smart television fault information collecting apparatus according to the present invention.
  • FIG. 6 is a schematic diagram of functional modules of a third embodiment of a smart television fault information collecting apparatus according to the present invention.
  • the main solution of the embodiment of the present invention is: detecting a specified storage area of the smart TV in real time; determining that an abnormality occurs in the smart television system when the log file is generated in the specified storage area; and packaging the generated log file and uploading to the log file server.
  • detecting a specified storage area of the smart TV in real time determining that an abnormality occurs in the smart television system when the log file is generated in the specified storage area
  • packaging the generated log file and uploading to the log file server In the event of a malfunction of the smart TV system, it is possible to know the malfunction of the smart TV and the cause of the malfunction in the first time, which greatly improves the efficiency and quality of the after-sales service.
  • the present invention provides a smart television fault information collecting method.
  • FIG. 1 is a schematic flowchart diagram of a first embodiment of a method for collecting fault information of a smart television according to the present invention.
  • the smart TV fault information collection method includes:
  • Step S10 detecting a specified storage area of the smart TV in real time
  • Step S20 determining that an abnormality occurs in the smart television system when the log file is generated in the specified storage area
  • the intelligent systems currently used in smart TVs can be broadly classified into three categories: Android (Android) system, Windows system and enterprise self-built system. Since most of the current smart TVs use the Android system, the present invention takes the smart TV of the Android system as an example. Description will be made, however, the present invention is equally applicable to smart televisions of other systems.
  • the Android system starts a lot of applications. When the application runs out, the fault-related information is recorded in the designated storage area of the smart TV. Specifically, the specified storage area can be /data.
  • the storage area under the / directory can determine whether the smart TV system is abnormal by detecting the status of the storage area in the /data/ directory in real time.
  • the step of detecting the specified storage area of the smart TV in real time in an embodiment of the present invention includes:
  • the debuggerd background process (monitor Android Program crash diagnostics, including JAVA applications and native system programs), which belong to the daemon process (Android The background process), responsible for the information dump when the process error occurs when the process exception occurs (used to collect Android Application related information) for analysis; in general, some system-level applications, such as surfaceflinger (Android system rendering graphical interface process, is Android System image display system core process), mediaserver (Android The core process of the multimedia part of the system, all content related to multimedia playback is placed here, including audio and video codec and display output), zygote (Android System incubation process, all applications on the Android system are incubated by it), system_server (Android system system service process, is Android The core of the system, covering all services of the Android system, etc., has serious problems, which will trigger the debuggerd background process to perform some operations, such as printing the stack information of related processes, and generating related log files in the /data/ directory; therefore
  • step S30 the generated log file is packaged and uploaded to the server.
  • generating related log files in the /data/ directory including generating a log file in the /data/anr directory that does not respond to the logging application, and generating a log file for recording all abnormal processes in the /data/tombstone directory; collecting The log files in the /data/anr directory and the log files in the /data/tombstone directory package the collected log files into a whole upload cloud server for the TV manufacturer to record the fault information and analyze the cause of the failure as an improvement.
  • the cloud server finds that the fault is a fault that can be solved by the user in a self-operating manner, such as upgrading the software, installing the patch package, and avoiding the fault from occurring again.
  • the solution can be passed to the user to resolve the problem more quickly.
  • the fault information is collected and uploaded to the cloud server, and the fault of the smart television system and the cause of the fault can be known at the first time, thereby greatly improving the efficiency and quality of the after-sales service.
  • FIG. 2 is a schematic flowchart diagram of a second embodiment of a method for collecting fault information of a smart television according to the present invention. Based on the first embodiment of the smart TV fault information collection method, the method further includes:
  • Step S40 When the log file is detected, generating abnormal flag information in an attribute of the smart television system
  • Step S50 after the log file is packaged and uploaded to the server, the abnormality flag information is cleared.
  • a system process exception flag for example, persist.system_process.died
  • the application process that is, the program written in JAVA language, needs to rely on the JAVA virtual machine to run.
  • Android system it is the dalvik virtual machine (Android Program virtual machine, all applications of Android system must be in dalvik On the virtual machine, when a serious fault occurs in the system, the system-level processes such as zygote and system_server may not be able to run, and all the application processes of the Android system are all inoperable.
  • Android Program virtual machine all applications of Android system must be in dalvik On the virtual machine, when a serious fault occurs in the system, the system-level processes such as zygote and system_server may not be able to run, and all the application processes of the Android system are all inoperable.
  • .c and .cpp also known as Android native language to design a background process that detects the presence of abnormal flag information in the properties of the smart TV system (for example, the system_exceptiond process (specially used to collect system exception information, not the Android system) Native)), because programs written in .c and .cpp can be run directly after compilation, so the system_exceptiond process can collect exception flag information regardless of whether the Android system can run normally.
  • the abnormality flag information is cleared after the log file is uploaded to the server, so that the log file related to the failure is collected and uploaded only when an abnormality occurs in the smart television system.
  • FIG. 3 is a schematic flowchart diagram of a third embodiment of a method for collecting fault information of a smart television according to the present invention. Based on the second embodiment of the smart TV fault information collection method, the method further includes:
  • Step S60 when the log file is detected, intercept the print information of the target line number in the system log of the smart television system, and upload the server.
  • the Android log system provides the function of recording and viewing system debugging information.
  • the Android logs are recorded from various software running in the smart TV system and some system buffers.
  • the buffer can be collected by the logcat command (Android collects system logs). Commands, which are used to provide information for recording and viewing system debugging information.
  • the print information in the Android log of the target number of lines (for example, 10000 lines) is used as a basis for analyzing the cause of the failure, and the print information is uploaded to the server.
  • the system fault can be analyzed more comprehensively and accurately.
  • the application of the video playing APP does not respond during the opening process. Since the video playing APP is in full-screen playing state, the application cannot be closed by a remote controller or the like.
  • the R&D engineers upgraded the smart TV system and introduced the system to prompt the user to repair the application when the plug-in damage occurred in the system application, so as to avoid the problem that the application is not responding. Only after the repair, to reduce the user experience.
  • the upgrade fails. As a result, after the smart TV is turned on, it shows that the boot screen is restarted indefinitely.
  • the log file is packaged into a whole upload cloud server. After reviewing the log file, the after-sales service personnel analyzes that the fault is caused by the upgrade failure, which causes the system to be abnormal.
  • the forced brush machine has certain requirements on the user's operation level.
  • the after-sales service personnel contact the user according to the phone left by the user when registering on the official website, inform the fault solution, and talk with the user about the repair engineer's home repair related matters, maintenance Engineer in the agreed repair
  • the user's smart TV is repaired.
  • the system is upgraded, and the user's smart TV is checked.
  • Some illegal background processes such as deductions are deleted, so that the user's smart TV can be used. Safer and faster.
  • the invention further provides a smart television fault information collecting device.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a smart television fault information collecting apparatus according to the present invention.
  • the smart TV fault information collecting device includes: a detecting module 10, a determining module 20, and a communication module 30.
  • the detecting module 10 is configured to detect a specified storage area of the smart TV in real time;
  • the determining module 20 is configured to determine that an abnormality occurs in the smart television system when the log file is generated in the specified storage area;
  • the intelligent systems currently used in smart TVs can be broadly classified into three categories: Android (Android) system, Windows system and enterprise self-built system. Since most of the current smart TVs use the Android system, the present invention takes the smart TV of the Android system as an example. Description will be made, however, the present invention is equally applicable to smart televisions of other systems.
  • the Android system starts a lot of applications. When the application runs out, the fault-related information is recorded in the designated storage area of the smart TV. Specifically, the specified storage area can be /data.
  • the storage area under the / directory can determine whether the smart TV system is abnormal by detecting the status of the storage area in the /data/ directory in real time.
  • the detecting module 10 is further configured to detect, in real time, whether the debuggerd background process of the smart television system generates the log file in the /data/ directory.
  • the debuggerd background process (monitor Android Program crash diagnostics, including JAVA applications and native system programs), which belong to the daemon process (Android The background process), responsible for the information dump when the process error occurs when the process exception occurs (used to collect Android Application related information) for analysis; in general, some system-level applications, such as surfaceflinger (Android system rendering graphical interface process, is Android System image display system core process), mediaserver (Android The core process of the multimedia part of the system, all content related to multimedia playback is placed here, including audio and video codec and display output), zygote (Android System incubation process, all applications on the Android system are incubated by it), system_server (Android system system service process, is Android The core of the system, covering all services of the Android system, etc., has serious problems, which will trigger the debuggerd background process to perform some operations, such as printing the stack information of related processes, and generating related log files in the /data/ directory; therefore
  • the communication module 30 is configured to package the generated log file and upload it to the server.
  • generating related log files in the /data/ directory including generating a log file in the /data/anr directory that does not respond to the logging application, and generating a log file for recording all abnormal processes in the /data/tombstone directory; collecting The log files in the /data/anr directory and the log files in the /data/tombstone directory package the collected log files into a whole upload cloud server for the TV manufacturer to record the fault information and analyze the cause of the failure as an improvement.
  • the cloud server finds that the fault is a fault that can be solved by the user in a self-operating manner, such as upgrading the software, installing the patch package, and avoiding the fault from occurring again.
  • the solution can be passed to the user to resolve the problem more quickly.
  • the fault information is collected and uploaded to the cloud server, and the fault of the smart television system and the cause of the fault can be known at the first time, thereby greatly improving the efficiency and quality of the after-sales service.
  • FIG. 5 is a schematic diagram of functional modules of a second embodiment of a smart television fault information collecting apparatus according to the present invention.
  • the smart television fault information collecting device further includes a marking module 40 and a clearing module 50.
  • the flag module is configured to generate abnormal flag information in an attribute of the smart television system when the log file is detected
  • the clearing module is configured to clear the abnormality flag information after the log file is packaged and uploaded to the server.
  • a system process exception flag for example, persist.system_process.died
  • the application process that is, the program written in JAVA language, needs to rely on the JAVA virtual machine to run.
  • Android system it is the dalvik virtual machine (Android Program virtual machine, all applications of Android system must be in dalvik On the virtual machine, when a serious fault occurs in the system, the system-level processes such as zygote and system_server may not be able to run, and all the application processes of the Android system are all inoperable.
  • Android Program virtual machine all applications of Android system must be in dalvik On the virtual machine, when a serious fault occurs in the system, the system-level processes such as zygote and system_server may not be able to run, and all the application processes of the Android system are all inoperable.
  • .c and .cpp also known as Android native language to design a background process that detects the presence of abnormal flag information in the properties of the smart TV system (for example, the system_exceptiond process (specially used to collect system exception information, not the Android system) Native)), because programs written in .c and .cpp can be run directly after compilation, so the system_exceptiond process can collect exception flag information regardless of whether the Android system can run normally.
  • the abnormality flag information is cleared after the log file is uploaded to the server, so that the log file related to the failure is collected and uploaded only when an abnormality occurs in the smart television system.
  • FIG. 6 is a schematic diagram of functional modules of a third embodiment of a smart television fault information collecting apparatus according to the present invention.
  • the smart TV fault information collecting device further includes an intercepting module 60.
  • the intercepting module 60 is configured to intercept, when the log file is detected, the printing information of the target line number in the system log of the smart television system, and upload the server.
  • the Android log system provides the function of recording and viewing system debugging information.
  • the Android logs are recorded from various software running in the smart TV system and some system buffers.
  • the buffer can be collected by the logcat command (Android collects system logs). Commands, which are used to provide information for recording and viewing system debugging information.
  • the print information in the Android log of the target number of lines (for example, 10000 lines) is used as a basis for analyzing the cause of the failure, and the print information is uploaded to the server.
  • the system fault can be analyzed more comprehensively and accurately.

Abstract

本发明公开了一种智能电视故障信息收集方法，包括以下步骤：实时侦测所述智能电视的指定存储区；在所述指定存储区生成日志文件时，判定智能电视系统发生异常；及打包所生成的日志文件并上传至服务器。本发明还公开了一种智能电视故障信息收集装置。本发明在智能电视系统发生故障时，能在第一时间得知智能电视发生故障及故障原因，大大的提高了售后服务的效率和质量。

Description

智能电视故障信息收集方法及装置
技术领域
本发明涉及智能电视技术领域，尤其涉及一种智能电视故障信息收集方法及装置。
背景技术
随着信息技术的发展，智能电视的功能也越来越多，电视机功能增多会影响系统的稳定性，如使用的过程中出现卡死甚至死机的现象，有时候等待一段时间后电视机可以恢复正常运行，而有些时候则需要强制断电关闭应用软件，电视机重启后才能恢复正常运行，但是，由于没有解决电视机卡死或死机的原因，在电视机恢复正常运行后，仍有可能再次出现卡死或死机。
现有的智能电视售后服务整体上分为电话应答服务和登门服务两类。其中，电话应答具有实时性，但是客服人员仅凭用户对于电视故障表征的非专业描述，很难为用户提供准确有效的问题排除方法，从而实现快速故障排除；售后服务人员登门访问，可以实现对故障准确的判断，但是大量的售后人力资源会消耗于公司与用户地往返途中，费时费力。
目前的智能电视系统在出现故障时，电视机厂商难以快速准确的收集故障原因，严重影响售后服务的效率和质量。
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智能电视故障信息收集方法及装置，旨在解决目前的智能电视系统在出现故障时，难以快速准确的收集故障原因，严重影响售后服务的效率和质量问题。
为实现上述目的，本发明提供的一种智能电视故障信息收集方法，包括以下步骤：
实时侦测所述智能电视的指定存储区；
在所述指定存储区生成日志文件时，判定智能电视系统发生异常；及
打包所生成的日志文件并上传至服务器。
优选地，所述方法还包括：
分析并提供智能电视系统发生异常的解决方案；
将所述解决方案下发至已发生该异常的智能电视。
优选地，所述将所述解决方案下发至已发生该异常的智能电视的步骤之后，还包括：
当所述解决方案能解决智能电视系统发生该异常时，将所述解决方案下发至未发生该异常的智能电视。
优选地，所述智能电视系统为安卓系统，所述指定存储区为/data/目录下的存储区，所述日志文件包括/data/tombstone/目录下的文件和/data/anr/目录下的文件。
优选地，所述实时侦测所述智能电视的指定存储区的步骤还包括：
实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
优选地，所述方法还包括：
在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；及
在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
优选地，所述生成异常标志信息为persist.system_process.died=1；清除异常标志信息为persist.system_process.died=0。
优选地，所述方法还包括：
在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
此外，为实现上述目的，本发明还提供一种智能电视故障信息收集装置，包括：
侦测模块，用于实时侦测所述智能电视的指定存储区；
判断模块，用于在所述指定存储区生成日志文件时，判定智能电视系统发生异常；
通讯模块，用于打包所生成的日志文件并上传至服务器。
优选地，所述判断模块，还用于分析并提供智能电视系统发生异常的解决方案；
所述通讯模块，还用于将所述解决方案下发至已发生该异常的智能电视。
优选地，所述通讯模块，还用于当所述解决方案能解决智能电视系统发生该异常时，将所述解决方案下发至未发生该异常的智能电视。
优选地，所述智能电视系统为安卓系统，所述指定存储区为/data/目录下的存储区，所述日志文件包括/data/tombstone/目录下的文件和/data/anr/目录下的文件。
优选地，所述侦测模块，还用于实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
优选地，所述智能电视故障信息收集装置还包括：
标志模块，用于在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；
清除模块，用于在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
优选地，所述生成异常标志信息为persist.system_process.died=1；清除异常标志信息为persist.system_process.died=0。
优选地，所述智能电视故障信息收集装置还包括：
截取模块，用于在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
本发明通过实时侦测所述智能电视的指定存储区；在所述指定存储区生成日志文件时，判定智能电视系统发生异常；及打包所生成的日志文件并上传至服务器。在智能电视系统发生故障时，能在第一时间得知智能电视发生故障及故障原因，大大的提高了售后服务的效率和质量。
附图说明
图1为本发明智能电视故障信息收集方法的第一实施例的流程示意图；
图2为本发明智能电视故障信息收集方法的第二实施例的流程示意图；
图3为本发明智能电视故障信息收集方法的第三实施例的流程示意图；
图4为本发明智能电视故障信息收集装置的第一实施例的功能模块示意图；
图5为本发明智能电视故障信息收集装置的第二实施例的功能模块示意图；
图6为本发明智能电视故障信息收集装置的第三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：实时侦测所述智能电视的指定存储区；在所述指定存储区生成日志文件时，判定智能电视系统发生异常；及打包所生成的日志文件并上传至服务器。在智能电视系统发生故障时，能在第一时间得知智能电视发生故障及故障原因，大大的提高了售后服务的效率和质量。
由于目前的智能电视系统在出现故障时，电视机厂商难以快速准确的收集故障原因，严重影响售后服务的效率和质量。
基于上述问题，本发明提供一种智能电视故障信息收集方法。
参照图1，图1为本发明智能电视故障信息收集方法的第一实施例的流程示意图。
在一实施例中，所述智能电视故障信息收集方法包括：
步骤S10，实时侦测所述智能电视的指定存储区；
步骤S20，在所述指定存储区生成日志文件时，判定智能电视系统发生异常；
目前已上市的智能电视使用的智能系统可大体分为三类：Android（安卓）系统、Windows系统及企业自建系统，由于目前智能电视大多采用Android系统，本发明以Android系统的智能电视为例进行说明，但是，本发明同样适用于其它系统的智能电视。在智能电视开机之后，Android系统会启动很多应用程序，当应用程序运行出现故障时，在智能电视的指定存储区中会记录与故障相关的信息，具体地，所述指定存储区可以为/data/目录下的存储区，通过实时侦测/data/目录下的存储区的状态，可以判断智能电视系统是否发生异常。
具体地，本发明一实施例中实时侦测所述智能电视的指定存储区步骤包括：
实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
在智能电视的Android系统中启动的应用程序中，其中有一个应用程序为debuggerd后台进程（监测Android 程序崩溃的诊断程序，包括JAVA应用程序和native的系统程序），它属于daemon进程（Android 的后台进程），负责在进程异常出错时，将出错进程运行时的信息dump（用来收集Android 应用程序的相关信息）出来供分析；一般来说，系统级的一些应用程序，例如surfaceflinger（Android 系统渲染图形界面的进程，是Android 系统图像显示系统的核心进程）、mediaserver（Android 系统多媒体部分的核心进程，所有与多媒体播放相关的内容都放在这里，包括音视频的编解码以及显示输出）、zygote（Android 系统孵化进程，Android系统上的所有应用程序都是由它孵化的）、system_server（Android 系统的系统服务进程，是Android 系统的核心，涵盖了Android系统的所有服务）等出现了严重问题，都会触发debuggerd后台进程进行一些操作，比如打印相关进程的堆栈信息，并在/data/目录下生成相关的日志文件；因此，通过实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件，可以判断智能电视系统是否发生异常。
步骤S30，打包所生成的日志文件并上传至服务器。
具体地，在/data/目录下生成相关的日志文件，包括在/data/anr目录下生成记录应用程序无响应的日志文件，在/data/tombstone目录下生成记录所有异常进程的日志文件；收集/data/anr目录下的日志文件和/data/tombstone目录下的日志文件，将所收集的日志文件打包成一个整体上传云端服务器，供电视机厂商对故障信息进行记录并分析故障原因，作为改进产品及售后服务的依据；特别地，云端服务器对故障原因进行分析后，发现所述故障为可通过升级软件、安装补丁包等用户可自行操作的方式解决的故障，并可避免该故障再次发生时，可以将解决方案传递给用户，以更加快速的解决故障。
本实施例通过在智能电视系统发生故障时，收集故障信息并上传云端服务器，能在第一时间得知智能电视系统发生故障及故障原因，大大的提高了售后服务的效率和质量。
参照图2，图2为本发明智能电视故障信息收集方法的第二实施例的流程示意图。基于上述智能电视故障信息收集方法的第一实施例，所述方法还包括：
步骤S40，在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；
步骤S50，在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
基于debuggerd后台进程的特点，设置一个在debuggerd后台进程dump出错进程运行信息时会触发的系统进程异常标志位（例如，persist.system_process.died），当persist.system_process.died=1时，表示智能电视系统中存在运行异常的进程，当persist.system_process.died=0时，表示智能电视系统运行正常；在此需要说明的是，在Android系统的智能电视中，大部分进程是Android 应用进程，即使用JAVA语言编写的程序，需要依赖JAVA 虚拟机才能够运行，在Android系统中是dalvik虚拟机（Android 程序的虚拟机，Android系统的所有应用程序都要在dalvik 虚拟机上运行），当系统出现严重的故障时，zygote和system_server这样的系统级进程都可能无法运行，进而导致Android系统的所有应用进程全部无法运行；有鉴于此，本发明一实施例中，特地使用.c和.cpp（也就是Android的native）语言来设计检测智能电视系统的属性中是否存在异常标志信息的后台进程（例如，system_exceptiond进程（专门用来收集系统异常信息的，不是Android系统原生的）），因为使用.c和.cpp编写的程序，编译后可以直接运行，因此，不管Android系统是否可以正常运行，system_exceptiond进程都可以收集异常标志信息。当system_exceptiond进程检测到persist.system_process.died=1时，判断所述智能电视系统出现异常；当检测到persist.system_process.died=0时，判断所述智能电视系统没有出现异常。
当system_exceptiond进程检测到persist.system_process.died=1时，表示所述智能电视系统出现异常；为了明确系统出现异常的原因，同时触发智能电视系统的daemon进程收集此时异常进程的日志文件（/data/anr目录下的日志文件和/data/tombstone目录下的日志文件），并将收集的日志文件上传至服务器，同时将异常标志信息清除，即将persist.system_process.died的值设为0，为下一次智能电视系统发生故障提供异常标志信息作准备；且将异常标志信息清除，还可以避免在智能电视系统正常运行时，system_exceptiond进程还是会检测到异常标志信息，又再次执行收集异常进程的日志文件等不必要的操作。
本实施例通过在将日志文件上传至服务器后清除异常标志信息，保证仅在智能电视系统发生异常时才收集并上传与故障相关的日志文件。
参照图3，图3为本发明智能电视故障信息收集方法的第三实施例的流程示意图。基于上述智能电视故障信息收集方法的第二实施例，所述方法还包括：
步骤S60，在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
Android日志系统提供了记录和查看系统调试信息的功能，Android日志都是从智能电视系统运行的各种软件和一些系统的缓冲区中记录下来的，缓冲区可以通过logcat命令（Android收集系统日志的命令，用来提供记录和查看系统调试信息的功能）来查看和使用；由于Android日志信息量比较大，而发生故障的信息通常记录在发生故障前后一定时间范围内，因此，可以只截取发生故障时目标行数（例如，10000行）的Android日志中的打印信息作为分析故障原因的依据，并将所述打印信息上传服务器。
本实施例通过将系统日志内目标行数的打印信息上传服务器，可以更加全面准确的对系统故障进行分析。
为了更好地说明上述智能电视故障信息收集的方案，以下将通过2个实例进行具体解释。
实例一：
用户甲在打开智能电视的某个视频播放APP时，该视频播放APP在打开的过程中出现应用程序无响应的问题，由于该视频播放APP为全屏播放状态，而通过遥控器等无法关闭该应用程序，导致整个智能电视系统都处于无法运行状态；智能电视系统出现异常时，persist.system_process.died=1，system_exceptiond进程检测到persist.system_process.died=1时，判断所述智能电视系统出现异常，从/data/anr目录中提取应用程序无响应的日志文件，从/data/tombstone目录中提取所有异常进程的日志文件，并将提取的日志文件打包成一个整体上传云端服务器；售后服务人员在查看了日志文件后，分析得出该故障是由于该视频播放APP中A插件被损坏了的缘故，需重新下载并安装A插件才能解决该智能电视打开该视频播放APP时出现应用程序无响应的问题；于是，向该智能电视发送解决该故障的方案，在智能电视断电上电开机重启时，就会显示该故障解决方案；同时，售后服务人员根据用户在官网注册时留下的电话，与用户取得联系，了解故障解决情况。同时，研发工程师根据这一情况，对智能电视系统进行了升级，推出了在系统应用程序出现插件损坏等情况时，会主动提示用户对应用程序进行修护，以免在出现应用程序无响应的问题后才进行修护，从而降低用户的体验度。
实例二：
用户甲在给智能电视进行系统升级时，出现升级失败，结果智能电视开机之后就显示为开机画面无限重启；智能电视系统出现异常时，persist.system_process.died=1，system_exceptiond进程检测到persist.system_process.died=1时，判断所述智能电视系统出现异常，从/data/anr目录中提取应用程序无响应的日志文件，从/data/tombstone目录中提取所有异常进程的日志文件，并将提取的日志文件打包成一个整体上传云端服务器；售后服务人员在查看了日志文件后，分析得出该故障是由于升级失败导致系统异常，需要进行强制刷机，由于强制刷机对用户的操作水平有一定的要求，为避免对智能电视系统造成进一步的损坏，售后服务人员根据用户在官网注册时留下的电话，与用户取得联系，告知故障解决方案，并与用户谈好维修工程师上门维修的相关事宜，维修工程师在约定的维修时间为用户的智能电视进行维修，在对该智能电视强制刷机后，还进行了系统升级，并对用户的智能电视进行了体检，将一些扣费等非法后台进程删除，使用户的智能电视使用更加安全快捷。
本发明进一步提供一种智能电视故障信息收集装置。
参照图4，图4为本发明智能电视故障信息收集装置的第一实施例的功能模块示意图。
在一实施例中，所述智能电视故障信息收集装置包括：侦测模块10、判断模块20及通讯模块30。
所述侦测模块10，用于实时侦测所述智能电视的指定存储区；
所述判断模块20，用于在所述指定存储区生成日志文件时，判定智能电视系统发生异常；
目前已上市的智能电视使用的智能系统可大体分为三类：Android（安卓）系统、Windows系统及企业自建系统，由于目前智能电视大多采用Android系统，本发明以Android系统的智能电视为例进行说明，但是，本发明同样适用于其它系统的智能电视。在智能电视开机之后，Android系统会启动很多应用程序，当应用程序运行出现故障时，在智能电视的指定存储区中会记录与故障相关的信息，具体地，所述指定存储区可以为/data/目录下的存储区，通过实时侦测/data/目录下的存储区的状态，可以判断智能电视系统是否发生异常。
具体地，本发明一实施例中所述侦测模块10，还用于实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
在智能电视的Android系统中启动的应用程序中，其中有一个应用程序为debuggerd后台进程（监测Android 程序崩溃的诊断程序，包括JAVA应用程序和native的系统程序），它属于daemon进程（Android 的后台进程），负责在进程异常出错时，将出错进程运行时的信息dump（用来收集Android 应用程序的相关信息）出来供分析；一般来说，系统级的一些应用程序，例如surfaceflinger（Android 系统渲染图形界面的进程，是Android 系统图像显示系统的核心进程）、mediaserver（Android 系统多媒体部分的核心进程，所有与多媒体播放相关的内容都放在这里，包括音视频的编解码以及显示输出）、zygote（Android 系统孵化进程，Android系统上的所有应用程序都是由它孵化的）、system_server（Android 系统的系统服务进程，是Android 系统的核心，涵盖了Android系统的所有服务）等出现了严重问题，都会触发debuggerd后台进程进行一些操作，比如打印相关进程的堆栈信息，并在/data/目录下生成相关的日志文件；因此，通过实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件，可以判断智能电视系统是否发生异常。
所述通讯模块30，用于打包所生成的日志文件并上传至服务器。
具体地，在/data/目录下生成相关的日志文件，包括在/data/anr目录下生成记录应用程序无响应的日志文件，在/data/tombstone目录下生成记录所有异常进程的日志文件；收集/data/anr目录下的日志文件和/data/tombstone目录下的日志文件，将所收集的日志文件打包成一个整体上传云端服务器，供电视机厂商对故障信息进行记录并分析故障原因，作为改进产品及售后服务的依据；特别地，云端服务器对故障原因进行分析后，发现所述故障为可通过升级软件、安装补丁包等用户可自行操作的方式解决的故障，并可避免该故障再次发生时，可以将解决方案传递给用户，以更加快速的解决故障。
本实施例通过在智能电视系统发生故障时，收集故障信息并上传云端服务器，能在第一时间得知智能电视系统发生故障及故障原因，大大的提高了售后服务的效率和质量。
参照图5，图5为本发明智能电视故障信息收集装置的第二实施例的功能模块示意图。所述智能电视故障信息收集装置还包括标志模块40和清除模块50。
所述标志模块，用于在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；
所述清除模块，用于在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
基于debuggerd后台进程的特点，设置一个在debuggerd后台进程dump出错进程运行信息时会触发的系统进程异常标志位（例如，persist.system_process.died），当persist.system_process.died=1时，表示智能电视系统中存在运行异常的进程，当persist.system_process.died=0时，表示智能电视系统运行正常；在此需要说明的是，在Android系统的智能电视中，大部分进程是Android 应用进程，即使用JAVA语言编写的程序，需要依赖JAVA 虚拟机才能够运行，在Android系统中是dalvik虚拟机（Android 程序的虚拟机，Android系统的所有应用程序都要在dalvik 虚拟机上运行），当系统出现严重的故障时，zygote和system_server这样的系统级进程都可能无法运行，进而导致Android系统的所有应用进程全部无法运行；有鉴于此，本发明一实施例中，特地使用.c和.cpp（也就是Android的native）语言来设计检测智能电视系统的属性中是否存在异常标志信息的后台进程（例如，system_exceptiond进程（专门用来收集系统异常信息的，不是Android系统原生的）），因为使用.c和.cpp编写的程序，编译后可以直接运行，因此，不管Android系统是否可以正常运行，system_exceptiond进程都可以收集异常标志信息。当system_exceptiond进程检测到persist.system_process.died=1时，判断所述智能电视系统出现异常；当检测到persist.system_process.died=0时，判断所述智能电视系统没有出现异常。
当system_exceptiond进程检测到persist.system_process.died=1时，表示所述智能电视系统出现异常；为了明确系统出现异常的原因，同时触发智能电视系统的daemon进程收集此时异常进程的日志文件（/data/anr目录下的日志文件和/data/tombstone目录下的日志文件），并将收集的日志文件上传至服务器，同时将异常标志信息清除，即将persist.system_process.died的值设为0，为下一次智能电视系统发生故障提供异常标志信息作准备；且将异常标志信息清除，还可以避免在智能电视系统正常运行时，system_exceptiond进程还是会检测到异常标志信息，又再次执行收集异常进程的日志文件等不必要的操作。
本实施例通过在将日志文件上传至服务器后清除异常标志信息，保证仅在智能电视系统发生异常时才收集并上传与故障相关的日志文件。
参照图6，图6为本发明智能电视故障信息收集装置的第三实施例的功能模块示意图。所述智能电视故障信息收集装置还包括截取模块60。
所述截取模块60，用于在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
Android日志系统提供了记录和查看系统调试信息的功能，Android日志都是从智能电视系统运行的各种软件和一些系统的缓冲区中记录下来的，缓冲区可以通过logcat命令（Android收集系统日志的命令，用来提供记录和查看系统调试信息的功能）来查看和使用；由于Android日志信息量比较大，而发生故障的信息通常记录在发生故障前后一定时间范围内，因此，可以只截取发生故障时目标行数（例如，10000行）的Android日志中的打印信息作为分析故障原因的依据，并将所述打印信息上传服务器。
本实施例通过将系统日志内目标行数的打印信息上传服务器，可以更加全面准确的对系统故障进行分析。
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 (16)

  1. 一种智能电视故障信息收集方法，其特征在于，包括以下步骤：
    实时侦测所述智能电视的指定存储区；
    在所述指定存储区生成日志文件时，判定智能电视系统发生异常；及
    打包所生成的日志文件并上传至服务器。
  2. 如权利要求1所述的智能电视故障信息收集方法，其特征在于，所述方法还包括：
    分析并提供智能电视系统发生异常的解决方案；
    将所述解决方案下发至已发生该异常的智能电视。
  3. 如权利要求2所述的智能电视故障信息收集方法，其特征在于，所述将所述解决方案下发至已发生该异常的智能电视的步骤之后，还包括：
    当所述解决方案能解决智能电视系统发生该异常时，将所述解决方案下发至未发生该异常的智能电视。
  4. 如权利要求1所述的智能电视故障信息收集方法，其特征在于，所述智能电视系统为安卓系统，所述指定存储区为/data/目录下的存储区，所述日志文件包括/data/tombstone/目录下的文件和/data/anr/目录下的文件。
  5. 如权利要求4所述的智能电视故障信息收集方法，其特征在于，所述实时侦测所述智能电视的指定存储区的步骤还包括：
    实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
  6. 如权利要求5所述的智能电视故障信息收集方法，其特征在于，所述方法还包括：
    在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；及
    在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
  7. 如权利要求6所述的智能电视故障信息收集方法，其特征在于，所述生成异常标志信息为persist.system_process.died=1；清除异常标志信息为persist.system_process.died=0。
  8. 如权利要求4所述的智能电视故障信息收集方法，其特征在于，所述方法还包括：
    在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
  9. 一种智能电视故障信息收集装置，其特征在于，包括：
    侦测模块，用于实时侦测所述智能电视的指定存储区；
    判断模块，用于在所述指定存储区生成日志文件时，判定智能电视系统发生异常；
    通讯模块，用于打包所生成的日志文件并上传至服务器。
  10. 如权利要求9所述的智能电视故障信息收集装置，其特征在于，所述判断模块，还用于分析并提供智能电视系统发生异常的解决方案；
    所述通讯模块，还用于将所述解决方案下发至已发生该异常的智能电视。
  11. 如权利要求10所述的智能电视故障信息收集装置，其特征在于，所述通讯模块，还用于当所述解决方案能解决智能电视系统发生该异常时，将所述解决方案下发至未发生该异常的智能电视。
  12. 如权利要求9所述的智能电视故障信息收集装置，其特征在于，所述智能电视系统为安卓系统，所述指定存储区为/data/目录下的存储区，所述日志文件包括/data/tombstone/目录下的文件和/data/anr/目录下的文件。
  13. 如权利要求12所述的智能电视故障信息收集装置，其特征在于，所述侦测模块，还用于实时侦测所述智能电视系统的debuggerd后台进程是否在所述/data/目录下生成所述日志文件。
  14. 如权利要求13所述的智能电视故障信息收集装置，其特征在于，所述智能电视故障信息收集装置还包括：
    标志模块，用于在侦测到所述日志文件时，在所述智能电视系统的属性中生成异常标志信息；
    清除模块，用于在打包所述日志文件并上传至服务器后，清除所述异常标志信息。
  15. 如权利要求14所述的智能电视故障信息收集装置，其特征在于，所述生成异常标志信息为persist.system_process.died=1；清除异常标志信息为persist.system_process.died=0。
  16. 如权利要求12所述的智能电视故障信息收集装置，其特征在于，所述智能电视故障信息收集装置还包括：
    截取模块，用于在侦测到所述日志文件时，截取所述智能电视系统的系统日志内目标行数的打印信息，并上传服务器。
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