WO2016045203A1 - 终端故障修复方法和系统 - Google Patents

终端故障修复方法和系统 Download PDF

Info

Publication number
WO2016045203A1
WO2016045203A1 PCT/CN2014/093801 CN2014093801W WO2016045203A1 WO 2016045203 A1 WO2016045203 A1 WO 2016045203A1 CN 2014093801 W CN2014093801 W CN 2014093801W WO 2016045203 A1 WO2016045203 A1 WO 2016045203A1
Authority
WO
WIPO (PCT)
Prior art keywords
terminal
error log
sales service
solution
address
Prior art date
Legal status (The legal status 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 status listed.)
Ceased
Application number
PCT/CN2014/093801
Other languages
English (en)
French (fr)
Inventor
李宇
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Shenzhen TCL New Technology Co Ltd
Original Assignee
Shenzhen TCL New Technology Co Ltd
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 Shenzhen TCL New Technology Co Ltd filed Critical Shenzhen TCL New Technology Co Ltd
Priority to US15/102,273 priority Critical patent/US9977709B2/en
Priority to EP14902559.5A priority patent/EP3200078B1/en
Publication of WO2016045203A1 publication Critical patent/WO2016045203A1/zh
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0793—Remedial or corrective actions
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
    • G06F11/0709—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0751—Error or fault detection not based on redundancy
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0766—Error or fault reporting or storing
    • G06F11/0778—Dumping, i.e. gathering error/state information after a fault for later diagnosis
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/0766—Error or fault reporting or storing
    • G06F11/0784—Routing of error reports, e.g. with a specific transmission path or data flow
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F11/00—Error detection; Error correction; Monitoring
    • G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
    • G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
    • G06F11/079—Root cause analysis, i.e. error or fault diagnosis

Definitions

  • the present invention relates to the field of communications technologies, and in particular, to a terminal fault repair method and system.
  • the after-sales service process of the electronic products in the prior art is generally: firstly, the after-sales service person reviews the after-sale fault product according to the user's description of the product fault, obtains the log information of the after-sale fault product, locates the fault through the log information analysis, and then performs fault repair.
  • the often obtained log information cannot be fault-located, or even the log information cannot be obtained, that is, it is difficult to obtain the log information for locating the fault.
  • it is impossible to repair the fault and finally it can only be returned to the factory for repair (return to the board). It takes time and economic cost to return to the factory for repair, and it also affects the reputation of the company's product after-sales service.
  • the main object of the present invention is to solve the technical problem that it is difficult to obtain log information for locating faults, and thus fail to implement fault repair.
  • a terminal fault repairing method provided by the present invention includes:
  • the terminal obtains its own error log according to the fault repair instruction, and extracts the identifier information of the corresponding application from the error log;
  • the application is a local application, determining an IP address of the after-sales service corresponding to the local application according to the first-level domain name corresponding to the service tool of the local application preset according to the identification information of the local application;
  • the terminal performs a repair operation on its own fault according to the solution.
  • the terminal fault repairing method when the identification information of the local application is a process name of a local application; and the identification information according to the local application corresponds to an after-sales service of a preset local application
  • the first-level domain name, the step of determining the IP address of the after-sales service corresponding to the local application is specifically:
  • the terminal obtains its own error log according to the fault repair instruction, and extracts the identifier information of the corresponding application from the error log, which is specifically:
  • Analyze the log information in the log file find the error log from it, and obtain the process name of the corresponding application from the error log.
  • the terminal further includes:
  • the terminal When the application is a third-party application, the terminal sends an error log to the after-sales service according to the IP address and the receiving port of the after-sales service of the third-party application.
  • the after-sales service determines a solution according to the error log and feeds back to the terminal specifically:
  • the after-sales service determines whether the solution corresponding to the error log is stored in the database
  • the prompt information is sent back to the corresponding terminal, and the terminal user is notified that the solution cannot be fed back at present; and the solution for generating the error log is detected, and if yes, the solution is timely fed back to the corresponding terminal, and Store the solution and the corresponding error log in its own database.
  • the step of determining, by the service machine, the solution according to the error log and feeding back to the terminal specifically includes: the after-sales service acquiring the IP address and the sending port of the terminal according to the received error log, so that the after-sales service device is according to the terminal The IP address and the sending port feed back the corresponding solution to the terminal.
  • the present invention further provides a terminal fault repair system, including:
  • the after-sales service device is configured to receive an error log fed back by the terminal, and feed back a corresponding solution according to the error log to the terminal;
  • the terminal is configured to obtain an error log of the application according to the fault repair instruction, and extract identification information of the corresponding application from the error log; and when the application is a local application, according to the identification information of the local application and the advance Setting a first-level domain name corresponding to the after-sales service of the local application, determining an IP address of the after-sales service corresponding to the local application; sending an error log to the corresponding IP address according to the service server and a preset receiving port After-sales service; and according to the solution feedback from the after-sales service, repair the fault.
  • the terminal is further configured to: when the identifier information of the local application is a process name of the local application; the process name of the local application corresponds to a preset internal service of the local application
  • the first-level domain name combination forms a second-level domain name, and the IP address of the after-sales service corresponding to the local application is determined according to the second-level domain name.
  • the terminal is further configured to: create a log file according to the fault repairing instruction, redirect the log information generated by the terminal to the log file; analyze the log information in the log file, and search for the error log, and Get the process name of the corresponding application from the error log.
  • the terminal is further configured to: when the application is a third-party application, send an error log to the after-sales service according to an IP address and a receiving port of an after-sales service of the preset third-party application.
  • the terminal acquires its own error log according to the fault repair instruction, and extracts the identification information of the corresponding application from the error log; when the application is a local application, according to the local application The first-level domain name corresponding to the after-sales service of the local application is determined, and the IP address of the after-sales service corresponding to the local application is determined; the error log is sent to the corresponding one according to the IP address corresponding to the after-sales service and the preset receiving port.
  • the after-sales service device makes the after-sales service device determine the solution according to the error log and feeds back to the terminal; the terminal can quickly and accurately obtain the error log of the faulty terminal according to the solution and repair the fault of the fault, and quickly realize the fault repair of the terminal. It effectively eliminates the occurrence of faulty terminal returning to the factory, accelerates the speed of terminal fault repair, effectively reduces the time cost and economic cost of terminal fault repair, and effectively maintains the reputation of the company's after-sales service quality.
  • FIG. 1 is a schematic flow chart of an embodiment of a method for repairing a terminal fault according to the present invention
  • FIG. 2 is a schematic flowchart of determining a solution step according to an error log in the embodiment of the terminal fault repairing method according to the present invention
  • FIG. 3 is a schematic structural diagram of an embodiment of a terminal fault repairing system of the present invention.
  • FIG. 1 is a schematic flowchart diagram of an embodiment of a terminal fault repairing method according to the present invention.
  • the terminal fault repairing method in this embodiment includes:
  • Step S10 The terminal acquires its own error log according to the fault repair instruction, and extracts the identifier information of the corresponding application from the error log.
  • the specific processing procedure in the step S10 is: creating a log file according to the fault repairing instruction, redirecting the log information generated by the terminal to the log file; analyzing the log information in the log file, searching for the error log from the error log, and error
  • the process name of the corresponding application is obtained in the log.
  • the redirection operation is a real-time redirection operation, which is implemented by the LOGCAT instruction, and stops the redirection operation after the set time after the error log is generated; after the redirection operation is stopped, the log information is continuously analyzed until the operation is completed.
  • the process name of the corresponding application is a real-time redirection operation, which is implemented by the LOGCAT instruction, and stops the redirection operation after the set time after the error log is generated; after the redirection operation is stopped, the log information is continuously analyzed until the operation is completed.
  • the process name of the corresponding application is a real-time redirection operation, which is implemented by the LOGCAT instruction, and stops the redirection operation after
  • the log file is created, and the log information generated by the terminal is redirected to the log file in real time, and the log information in the log file is analyzed in real time.
  • the analysis finds the error log start timing function
  • the set time is set. Stop the redirect operation afterwards. Since it takes a certain time for the analysis to find the error log, all the error logs when the analysis finds the error log are not necessarily redirected to the log file.
  • the redirection operation is stopped after the set time after the error log is generated, that is, to ensure that all error logs are all redirected to the above log file, thereby ensuring that a complete error log is found.
  • the above set time can be set according to the actual situation, such as 10 seconds.
  • the process of searching for the error log from the log information and obtaining the process name of the corresponding application is as follows: the log information is read in one line, and one or more keywords appear in the log information of a certain line: err , error, fail, exception, it indicates that the log is an error log, and then determine whether the string between the first slash "/" and the first left parenthesis "(" in the line contains the ".” symbol. If it is, extract the string before the ".” symbol in the string between the first slash "/" and the first left bracket "(", the extracted string is the error log corresponding The process name of the application.
  • Step S20 When the application is a local application, determining, according to the identification information of the local application, a first-level domain name corresponding to an after-sales service of the local application, determining an after-sales service corresponding to the local application IP address.
  • the application in this embodiment includes a local application and a third-party application.
  • the after-sales service binds a second-level domain name and receiving port to each local application of the terminal.
  • the identification information of the local application is a process name of the local application or another identifier for distinguishing an application; the local application in the embodiment is The identification information is the process name of the local application.
  • the IP address of the after-sales service ie, the second-level domain name
  • the after-sales service can bind the corresponding second-level domain name to each local application.
  • IIS Internet Information Services Internet information service
  • the Internet basic service that comes with the window system.
  • the corresponding second-level domain name is bound for each local application. It can also be automatically matched by checking in each local application (automatic matching is performed by extracting the process name of the local application and combining the process name with the first-level domain name preset by the terminal into a second-level domain name). Second-level domain name binding.
  • the identification information of the local application is the process name of the local application
  • the first domain name corresponding to the service device of the local application is determined according to the identification information of the local application.
  • the specific process of the IP address of the after-sales service corresponding to the local application is as follows: combining the process name of the local local application with the first-level domain name corresponding to the service provider of the preset local application to form a second-level domain name, according to the The second-level domain name determines the IP address of the after-sales service corresponding to the local application.
  • the terminal saves a list of process names of the local application, and after the terminal finds the error log and obtains the process name of the corresponding application, the terminal compares the process name with the saved process name list.
  • the process name list is determined to have the obtained process name, and if so, the application corresponding to the acquired process name is a local application, otherwise it is a third-party application.
  • the terminal may also determine, by means of code generation, whether the acquired application corresponding to the process name is a local application.
  • code generation Such as through the android system PackageManager class getInstal
  • Step S30 Send an error log to the corresponding after-sales service device according to the IP address corresponding to the after-sales service device and the preset receiving port; and cause the after-sales service device to determine a solution according to the error log and feed back to the terminal.
  • the service machine determines the solution according to the error log and feeds back to the terminal.
  • the specific step is: the after-sales service obtains the IP address and the sending port of the terminal from the received error log, so that the service device passes the IP of the terminal. And the sending port establishes a connection with the terminal, so that the after-sales service feeds back the corresponding solution to the terminal.
  • FIG. 2 is a schematic flowchart of determining a solution step according to an error log in the embodiment of the terminal fault repairing method according to the present invention.
  • the after-sales service determines the solution according to the error log and feeds back to the terminal.
  • the processing steps are as follows:
  • Step S31 The after-sales service determines whether the solution corresponding to the error log is stored in the database itself; if yes, the process goes to step S32; if not, the process goes to step S33.
  • the solution includes new application and fault repair process information required for terminal fault repair.
  • the fault repair process information informs the terminal how to operate, such as informing the terminal to uninstall the application corresponding to the error log, and reinstalling the corresponding new application.
  • Step S32 feeding back the solution to the corresponding terminal.
  • step S33 the prompt information is fed back to the corresponding terminal, and the terminal user is notified that the solution cannot be fed back.
  • a terminal fault repair database and a terminal fault repair file are established in the after-sales service.
  • the database stores a solution for the local application corresponding to each terminal failure (error log).
  • the process name and the corresponding solution name of the local application corresponding to each after-sales fault (error log) are recorded in the file.
  • the solution includes new local application and fault repair process information for updating the corresponding local application.
  • the after-sales service determines whether the solution corresponding to the error log is stored in the database (it determines whether the same fault problem has been handled before), that is, first finds the error log in the terminal fault repair file. Corresponding process name and solution name, then extract the corresponding solution directly from the database and feed the solution back to the corresponding terminal.
  • the staff needs to determine the corresponding solution according to the error log fed back by the terminal, but the staff may not be able to make mistakes in time.
  • the log is analyzed and the corresponding solution is determined in time, and the staff analyzes the error log to determine that the corresponding solution needs a certain time.
  • the prompt information needs to be fed back to the terminal, and the terminal user is notified that the current time cannot be Processing immediately; after detecting that the after-sales service generates the solution corresponding to the error log, the solution is timely fed back to the corresponding terminal and the generated solution and the corresponding error log are stored in the database, so as to be able to It provides an off-the-shelf solution for subsequent terminals with the same fault problem, which can speed up the terminal fault repair and improve the efficiency of terminal fault repair.
  • Step S40 The terminal performs a repair operation on its own fault according to the solution.
  • the terminal after receiving the solution, the terminal performs a repair operation on the fault according to the solution, and the specific process is: uninstalling the local application corresponding to the error log, and reinstalling the new local feedback fed back by the after-sales service. Application, etc.
  • the step S10 further includes the following processing: when the application is a third-party application, the terminal according to the IP address of the service machine of the preset third-party application and The receiving port sends the error log to the after-sales service.
  • the service provider binds an IP address and a receiving port to the third-party application of the terminal, and is configured to receive and store an error log corresponding to the third-party application.
  • the terminal sends an error log to the corresponding after-sales service according to the IP address and the receiving port of the preset after-sales service.
  • the terminal fault repair database established in the after-sales service also stores the IP address and the receiving port corresponding to the after-sales service corresponding to the third-party application corresponding to each terminal fault (error log).
  • the third-party application process name and corresponding solution name corresponding to each after-sales fault (error log) are recorded in the third-party after-sales service.
  • the after-sales service in the present invention also provides a solution for the third-party application with terminal error, and the terminal can provide a solution according to the after-sales service to repair the faulty third-party application, that is, uninstall the wrong third-party application, and re-install the after-sales service. A new third-party application that the server feeds back.
  • the terminal acquires its own error log according to the fault repairing instruction, and extracts the identifier information of the corresponding application from the error log; when the application is a local application, according to the identifier of the local application The first-level domain name corresponding to the after-sales service of the local application is determined, and the IP address of the after-sales service corresponding to the local application is determined; the error log is sent to the corresponding one according to the IP address corresponding to the after-sales service and the preset receiving port.
  • After-sales service enable the after-sales service to determine the solution according to the error log and feed back to the terminal; the terminal can repair the fault of the faulty terminal quickly and accurately according to the solution, and quickly realize the fault repair of the terminal. It effectively eliminates the occurrence of faulty terminal returning to the factory, accelerates the speed of terminal fault repair, effectively reduces the time cost and economic cost of terminal fault repair, and effectively maintains the reputation of the company's after-sales service quality.
  • FIG. 3 is a schematic structural diagram of an implementation of the terminal fault repairing system of the present invention.
  • the terminal fault repairing system 100 includes: an after-sales service 110 and a terminal. 120.
  • the service machine 110 is configured to receive an error log fed back by the terminal 120, and feed back a corresponding solution to the terminal 120 according to the error log.
  • the terminal 120 is configured to obtain an error log of the application according to the fault repair instruction, and extract identifier information of the corresponding application from the error log; and when the application is a local application, according to the identifier of the local application Determining, by the first-level domain name corresponding to the after-sales service 110 of the local application, the IP address of the after-sales service 110 corresponding to the local application; according to the IP address corresponding to the after-sales service 110 and the preset receiving port, The error log is sent to the corresponding after-sales service device 110; and the repair operation is performed on the fault according to the solution fed back by the after-sales service unit 110.
  • the terminal 120 is specifically configured to create a log file according to the fault repairing instruction, redirect the log information generated by the terminal 120 to the log file, analyze the log information in the log file, and find an error from the log file. Log and get the process name of the corresponding application from the error log.
  • the redirection operation is performed in real time, that is, the terminal 120 is specifically configured to perform the redirection operation in real time, and is implemented by using a LOGCAT instruction, and stops the redirection operation after a set time after the error log is generated; After the directional operation, the log information is analyzed until the process name of the corresponding application is obtained.
  • the terminal 120 redirects the log information generated by itself to the log file in real time, and analyzes the log information in the log file in real time, and analyzes and finds the error log start timing function. , stop the redirection operation after the set time. Since it takes a certain time for the analysis to find the error log, all the error logs when the analysis finds the error log are not necessarily redirected to the log file. In this embodiment, the redirection operation is stopped after the set time after the error log is generated, that is, to ensure that all error logs are all redirected to the above log file, thereby ensuring that a complete error log is found.
  • the above set time can be set according to the actual situation, such as 10 seconds.
  • the specific process of obtaining the process name of the corresponding application from the log information is as follows: the log information is read in one line, and one or more keywords appear in the log information of a certain line: err, error, fail, exception, That is, the error log information in the log information is located, and then it is determined whether the string between the first slash "/" and the first left parenthesis "(" in the line contains the ".” symbol, and if so, indicates that The line log is an error log, and extracts the string preceding the ".” symbol in the string between the first slash "/" and the first left bracket "(", the extracted string is The process name of the application corresponding to the error log.
  • the application includes a local application and a third-party application.
  • the after-sales service 110 includes an after-sales service corresponding to the local application and an after-sales service corresponding to the third-party application, and the after-sales service binds a second-level domain name and a receiving port for each local application of the terminal 120.
  • the identification information of the local application is a process name of the application.
  • the second-level domain name (that is, the IP address corresponding to the local application) is formed by combining the process name of the corresponding local application and the first-level domain name preset by the terminal 120.
  • the after-sales service 110 has a plurality of ways to bind the corresponding second-level domain name to each local application. For example, you can bind the corresponding second-level domain name to each local application while the IIS application is running. It can also be automatically matched by ticking in each local application (automatic matching is performed by extracting the process name of the local application and combining the process name with the first-level domain name preset by the terminal 120 into a second-level domain name). Corresponding second-level domain name binding.
  • the identification information of the local application is the process name of the local application or other identifiers for distinguishing the application.
  • the identification information of the local application in this embodiment is the process name of the local application.
  • the terminal 120 is specifically configured to combine a process name of the local application with a first-level domain name corresponding to the service provider 110 of the preset local application to form a second-level domain name, and determine the local application according to the second-level domain name.
  • the IP address of the after-sales service 110 corresponding to the program.
  • the terminal 120 stores a process name list of the local application, and after the terminal 120 finds the error log and obtains the process name of the corresponding application, the terminal 120 lists the process name and the saved process name. For comparison, it is determined whether the process name list has the obtained process name, and if so, it indicates that the application corresponding to the acquired process name is a local application, otherwise it is a third-party application. In addition, the terminal 120 may further determine, by means of code generation, whether the acquired application corresponding to the process name is a local application.
  • the after-sales service 110 obtains the IP address and the sending port of the terminal from the received error log, and then establishes a connection with the terminal according to the IP address and the sending port of the terminal, so that the after-sales service 110 feeds back the corresponding to the terminal 120. solution. That is, after receiving the error log, the after-sales service 110 can feed back the corresponding solution to the terminal 120 according to the IP address and the transmission port of the terminal.
  • the service server 110 in this embodiment is specifically configured to determine whether the solution corresponding to the error log is stored in the database; if yes, the solution is fed back to the corresponding terminal 120; if not, the corresponding The terminal 120 feeds back the prompt information, and informs the terminal 120 that the user cannot currently feed back the solution.
  • the solution is timely fed back to the corresponding terminal 120, and the solution is And the corresponding error log is stored in its own database. That is, a terminal 120 fault repair database and a terminal 120 fault repair file are established in the after-sales service unit 110.
  • the database stores a solution for the local application corresponding to each terminal 120 failure (error log).
  • the process name and the corresponding solution name of the local application corresponding to each after-sales fault (error log) are recorded in the file.
  • the solution includes new local application and fault repair process information for updating the corresponding local application.
  • the after-sales service 110 determines whether the solution corresponding to the error log is stored in the database (ie, whether the same fault problem has been processed before), that is, first in the fault repair file of the terminal 120.
  • the process name and the solution name corresponding to the error log are searched, and then the corresponding solution is directly extracted from the database, and the solution is fed back to the corresponding terminal 120.
  • the after-sales service 110 determines that there is no corresponding solution in its own database (that is, the same fault problem has not been processed before)
  • the worker needs to determine the corresponding solution according to the error log fed back by the terminal 120, but the staff may not be timely.
  • the error log is analyzed and the corresponding solution is determined in time, and the staff analyzes the error log to determine that the corresponding solution needs a certain time. Therefore, when there is no corresponding solution in the database, the terminal 120 needs to feed back the prompt information to inform the terminal.
  • the 120 user cannot currently process immediately; after the solution corresponding to the error log is generated, the solution is timely fed back to the corresponding terminal 120.
  • the generated solution and the corresponding error log are stored in the database.
  • the terminal 120 that has the same fault problem provides an off-the-shelf solution. If the corresponding solution is not detected, the detection is repeated, which can speed up the fault repair of the terminal 120 and improve the efficiency of the fault repair of the terminal 120.
  • the terminal 120 performs a repair operation on the fault according to the solution, and the specific process is: uninstalling the application corresponding to the error log, reinstalling the new application returned by the after-sales service 110, and the like.
  • the terminal 120 is further configured to: when the application is a third-party application, send an error log to the IP address and the receiving port of the after-sales service 110 corresponding to the preset third-party application.
  • After-sales service unit 110 That is, the after-sales service 110 binds an IP address and a receiving port to the third-party application of the terminal 120 for receiving an error log corresponding to the third-party application.
  • the terminal 120 sends an error log to the after-sales service device 110 according to the IP address and the receiving port of the after-sales service device 110 corresponding to the preset third-party application (ie, the third-party application corresponds to After-sales service).
  • the terminal 120 fault repair database established in the after-sales service 110 also stores a solution corresponding to the third-party application corresponding to each terminal 120 fault (error log).
  • the process name and the corresponding solution name of the third-party application corresponding to each after-sales fault (error log) are recorded in the file. That is, the after-sales service 110 in the present invention also provides a solution for the third-party application of the terminal 120 error, and the terminal 120 can provide a solution according to the after-sales service 110 to repair the erroneous third-party application, that is, uninstall the erroneous third-party application. , reinstall the new third-party application feedback from the after-sales service 110.
  • the terminal fault repairing system 100 obtained by the above embodiment obtains its own error log according to the fault repair instruction by the terminal 120, and extracts the identification information of the corresponding application from the error log; when the application is a local application, according to the local application
  • the identification information of the program is determined by the first-level domain name corresponding to the after-sales service of the local application, and the IP address of the after-sales service 110 corresponding to the local application is determined; according to the IP address corresponding to the after-sales service 110 and the preset receiving port, an error occurs.
  • the log is sent to the corresponding after-sales service 110; the after-sales service 110 determines the solution according to the error log and feeds back to the terminal 120; the terminal 120 can quickly and accurately obtain the error of the faulty terminal 120 according to the solution.
  • the log and the fault repair of the terminal 120 are quickly implemented, effectively eliminating the occurrence of the faulty terminal 120 returning to the factory, speeding up the fault repair of the terminal 120, and effectively reducing the time cost and economic cost of the terminal 120 fault repair. Also effectively maintained The reputation of the quality of after-sales service

Landscapes

  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Physics & Mathematics (AREA)
  • Quality & Reliability (AREA)
  • Health & Medical Sciences (AREA)
  • Biomedical Technology (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computer Hardware Design (AREA)
  • Debugging And Monitoring (AREA)
  • Computer And Data Communications (AREA)
  • Telephonic Communication Services (AREA)

Abstract

本发明公开了终端故障修复方法，包括：终端根据故障修复指令，获取出错日志，从出错日志中提取对应的应用程序的标识信息；当应用程序为本地应用程序，根据本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定本地应用程序对应的售后服务器的IP地址；根据售后服务器对应的IP地址及预设的接收端口，将出错日志发送给对应的售后服务器；使售后服务器根据出错日志确定解决方案并反馈给终端；终端根据解决方案，对自身故障进行修复操作。本发明还公开了终端故障修复系统。本发明提供的方法和系统，能够快速准确地获取终端的出错日志，实现故障修复，杜绝了返厂维修现象的发生，降低了故障修复的时间和经济成本。

Description

终端故障修复方法和系统
技术领域
本发明涉及通讯技术领域，尤其涉及一种终端故障修复方法和系统。
背景技术
正版的产品都具有售后保修服务，如售后故障修复服务。现有技术中电子产品的售后服务流程一般是：首先由售后服务人根据用户对产品故障描述查看售后故障产品，获取售后故障产品的日志信息，通过日志信息分析定位故障，然后进行故障维修。然而受到售后服务人员的技术水平有限和用户对故障描述信息不完整的限制，经常有获取的日志信息不能实现故障定位，甚至无法获取到日志信息，即较难获取到用于定位故障的日志信息，进而无法实现故障修复，最终只能返厂维修（返板），返厂维修需要花费时间和经济成本，同时也影响公司产品售后服务声誉。
发明内容
本发明的主要目的在于解决较难获取到用于定位故障的日志信息，进而无法实现故障修复的技术问题。
为实现上述目的，本发明提供的一种终端故障修复方法，包括：
终端根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；
当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址；
根据所述售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；使得售后服务器根据出错日志确定解决方案并反馈给所述终端；
终端根据所述解决方案，对自身故障进行修复操作。
优选地，所述的终端故障修复方法，当所述本地应用程序的标识信息为本地应用程序的进程名；所述根据本地应用程序的标识信息与预先设定的本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址的步骤具体为：
将所述本地应用程序的进程名和预先设定的本地应用程序的售后服务器对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器的IP地址。
优选地，所述终端根据故障修复指令，获取自身的出错日志，并从出错日志中提取对应的应用程序的标识信息具体为：
根据故障修复指令创建日志文件，将终端产生的日志信息重定向至所述日志文件中；
对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。
优选地，所述终端提取出错日志对应的应用程序的标识信息之后还包括：
当所述应用程序为第三方应用程序，终端根据预先设定第三方应用程序的售后服务器的IP地址和接收端口，将出错日志发送给售后服务器。
优选地，所述售后服务器根据出错日志确定解决方案并反馈给所述终端具体为：
售后服务器判断自身数据库中是否存储有所述出错日志对应的解决方案；
若是，则将所述解决方案反馈对应的终端；
若否，则向对应的终端反馈提示信息，告知终端用户当前不能反馈解决方案；同时检测是否有生成所述出错日志对应的解决方案，若有，将该解决方案及时反馈至对应的终端，并将该解决方案和对应的出错日志存储至自身数据库中。
优选地，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
此外，为实现上述目的，本发明还提供一种终端故障修复系统，包括：
售后服务器，用于接收终端反馈的出错日志，根据出错日志向终端反馈对应的解决方案；
终端，用于根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址；根据所述售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；并根据售后服务器反馈的解决方案，对自身故障进行修复操作。
优选地，所述终端，具体还用于当所述本地应用程序的标识信息为本地应用程序的进程名时；将所述本地应用程序的进程名和预先设定的本地应用程序的售后服务器对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器的IP地址。
优选地，所述终端，具体还用于根据故障修复指令创建日志文件，将终端产生的日志信息重定向至所述日志文件中；对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。
优选地，所述终端，还用于当所述应用程序为第三方应用程序，根据预先设定的第三方应用程序的售后服务器的IP地址和接收端口，将出错日志发送给售后服务器。
本发明所提供的终端故障修复方法和系统，终端根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当应用程序为本地应用程序，根据本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定本地应用程序对应的售后服务器的IP地址；根据售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；使得售后服务器根据出错日志确定解决方案并反馈给终端；终端根据解决方案，对自身故障进行修复操作的方式，能够快速准确地获取故障终端的出错日志，并快速实现终端的故障修复，有效地杜绝了故障终端返厂维修现象的发生，加快了终端故障修复的速度，有效地降低了终端故障修复的时间成本和经济成本，同时也有效地维护了公司售后服务质量的声誉。
附图说明
图1是本发明的终端故障修复方法一实施例的流程示意图；
图2是本发明的终端故障修复方法实施例中所述售后服务器根据出错日志确定解决方案步骤的流程示意图；
图3是本发明的终端故障修复系统一实施例的结构示意图。
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。
本发明提供一种终端故障修复方法，参见图1，图1是本发明的终端故障修复方法一实施例的流程示意图。在该实施例中所述终端故障修复方法包括：
步骤S10、终端根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息。
本步骤S10具体的处理过程为：根据故障修复指令创建日志文件，将终端产生的日志信息重定向至所述日志文件中；对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。其中所述重定向操作为实时重定向操作，通过LOGCAT指令实现，在出错日志产生后的设定时间后停止重定向操作；在停止重定向操作后继续对所述日志信息进行分析，直至获取出对应的应用程序的进程名。即自创建所述日志文件，实时将终端产生的日志信息重定向至上述日志文件中，并实时对所述日志文件中日志信息进行分析，当分析查找出出错日志启动计时功能，在设定时间后停止重定向操作。由于分析查找出错日志需要一定时间，分析发现出错日志时所有的出错日志并不一定均已重定向至所述日志文件中。本实施例在出错日志产生后的设定时间后停止重定向操作即为了确保所有出错日志全部重定向至上述日志文件中，从而确保查找出完整的出错日志。其中上述设定时间可以根据实际情况进行设置，如可以是10秒钟。
本步骤中，从日志信息中分析查找出错日志，获取对应的应用程序的进程名的具体过程如下：一行行读取日志信息，当某一行日志信息中出现如下的一个或多个关键字：err、error、fail、exception，则表明该行日志为出错日志，然后判断该行中第一个斜杠“/”和第一个左括号“(”之间的字符串是否包含有“.”符号，若是则提取第一个斜杠“/”和第一个左括号“(”之间的字符串中所述“.”符号之前的的字符串，该提取出的字符串即为出错日志对应的应用程序的进程名。
步骤S20、当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址。
本实施例中所述应用程序包括本地应用程序和第三方应用程序。售后服务器为终端的每个本地应用程序绑定一个二级域名和接收端口。其中，当所述应用程序为本地应用程序，则所述本地应用程序的标识信息为所述本地应用程序的进程名或其它用于区别应用程序的标识；本实施例中所述本地应用程序的标识信息为所述本地应用程序的进程名。所述售后服务器的IP地址（即二级域名）由对应的本地应用程序的进程名和终端预设的一级域名组合形成。售后服务器为每个本地应用程序绑定对应的二级域名的方式有多种。如可以在IIS（Internet Information Services 互联网信息服务，window系统中自带的互联网基本服务）应用程序运行过程中，为每个本地应用程序绑定对应的二级域名。也可以在每个本地应用程序中通过勾选来自动匹配（自动匹配通过为提取本地应用程序的进程名，并将该进程名与终端预设的一级域名组合成二级域名），实现对应的二级域名绑定。
本实施例中，由于所述本地应用程序的标识信息为本地应用程序的进程名，因此所述根据本地应用程序的标识信息与预先设定的本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址具体过程如下：将所述本地本地应用程序的进程名和预先设定的本地应用程序的售后服务器对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器的IP地址。
本实施例中，所述终端中保存有本地应用程序的进程名列表，终端在查找到出错日志并获取到对应的应用程序的进程名之后，通过将该进程名与保存的进程名列表进行对比，判断进程名列表是否存在所述获取的进程名，若是，则表明该获取的进程名对应的应用程序为本地应用程序，否则为第三方应用程序。
另外，终端还可以通过代码生成的方式判断获取的进程名对应的应用程序是否为本地应用程序。如通过android系统中PackageManager类的getInstal
-ledApplications方法得到所有ApplicationInfo和ApplicationInfo.FLAG_SYSTE
-M属性，并所有ApplicationInfo和ApplicationInfo.FLAG_SYSTEM属性进行“与”（&）逻辑运算，当运算结果不为0，则表明获取的进程名对应的应用程序为本地应用程序，否则为第三方应用程序。
步骤S30、根据所述售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；使得售后服务器根据出错日志确定解决方案并反馈给所述终端。
本实施例中所述售后服务器根据出错日志确定解决方案并反馈给所述终端步骤具体为：所述售后服务器从接收到出错日志中获取终端的IP地址和发送端口，使得售后服务器通过终端的IP和发送端口与终端建立连接，以便售后服务器向终端反馈对应的解决方案。参见图2，图2是本发明的终端故障修复方法实施例中所述售后服务器根据出错日志确定解决方案步骤的流程示意图。所述售后服务器根据出错日志确定解决方案并反馈给所述终端步骤处理过程如下：
步骤S31、售后服务器判断自身数据库中是否存储有所述出错日志对应的解决方案；若是，则转入步骤S32；若否，则转入步骤S33。
本实施例中，所述解决方案包括终端故障修复需要的新应用程序和故障修复流程信息。该故障修复流程信息会告知终端如何操作，如告知终端卸载出错日志对应的应用程序，并重新安装对应的新应用程序。
步骤S32、将所述解决方案反馈对应的终端。
步骤S33、向对应的终端反馈提示信息，告知终端用户当前不能反馈解决方案；同时检测是否有生成所述出错日志对应的解决方案，若有，将该解决方案及时反馈至对应的终端，并将该解决方案和对应的出错日志存储至自身数据库中。另外也可以通过在告知终端用户当前不能反馈解决方案时确定生成所述出错日志对应的需要的时间，然后在时间到时将对应的生成所述出错日志对应的解决方案反馈至对应的终端，并将该解决方案和对应的出错日志存储至自身数据库中。
本实施例中，所述售后服务器中会建立一个终端故障修复数据库和终端故障修复档案。所述数据库存储有每个终端故障（出错日志）对应的本地应用程序的解决方案。所述档案中记录有每个售后故障（出错日志）对应的本地应用程序的进程名和对应解决方案名。所述解决方案包括用于更新对应本地应用程序的新本地应用程序和故障修复流程信息。当某一终端反馈出错日志，售后服务器判断自身数据库中是否存储有所述出错日志对应的解决方案（判断之前是否处理过相同的故障问题），即首先会在终端故障修复档案中查找该出错日志对应的进程名和解决方案名，然后直接从数据库提取出相应的解决方案，并将解决方案反馈至相应的终端。当售后服务器判断确定自身数据库没有对应的解决方案（即之前没有处理过相同故障问题），此时需要工作人员根据终端反馈的出错日志确定对应的解决方案，但由于工作人员不一定能够及时对出错日志进行分析以及时确定对应的解决方案，且工作人员对出错日志进行分析确定对应的解决方案需要一定的时间，因此当数据库中没有对应的解决方案需要向终端反馈提示信息，告知终端用户当前不能立即处理；而在检测到售后服务器生成所述出错日志对应的解决方案后，将该解决方案及时反馈至对应的终端并将生成的解决方案和对应的出错日志存储至自身数据库中，从而以便能够为后续其他出现相同故障问题的终端提供现成的解决方案，从而可以加快终端故障修复的速度，提高终端故障修复的效率。
步骤S40、终端根据所述解决方案，对自身故障进行修复操作。
本实施例中，终端接收到所述解决方案后会根据所述解决方案，对自身故障进行修复操作，其具体过程为：卸载出错日志对应的本地应用程序，重新安装售后服务器反馈的新的本地应用程序等。
进一步地，上述终端故障修复方法实施例中，所述步骤S10之后还包括如下处理:当所述应用程序为第三方应用程序，终端根据预先设定的第三方应用程序的售后服务器的IP地址和接收端口，将出错日志发送给售后服务器。
本实施例中，所述售后服务器为终端的第三方应用程序绑定一个IP地址和接收端口，用于接收存储第三方应用程序对应的出错日志。当确定所述应用程序为第三方应用程序，终端则根据预先设定的售后服务器的IP地址和接收端口，将出错日志发送给对应的售后服务器。
本实施例中，售后服务器中所建立的终端故障修复数据库中还存储有每个终端故障（出错日志）对应的第三方应用程序对应的售后服务器对应的IP地址和接收端口。且第三方售后服务器中记录有每个售后故障（出错日志）对应的第三方应用程序的进程名和对应解决方案名。即本发明中售后服务器同样为终端出错的第三方应用程序提供解决方案，终端能够根据售后服务器提供解决方案，对出错的第三方应用程序进行修复，即卸载出错的第三方应用程序，重新安装售后服务器反馈的新的第三方应用程序。
上述实施例所提供的终端故障修复方法，终端根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当应用程序为本地应用程序，根据本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定本地应用程序对应的售后服务器的IP地址；根据售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；使得售后服务器根据出错日志确定解决方案并反馈给终端；终端根据解决方案，对自身故障进行修复操作的方式，能够快速准确地获取故障终端的出错日志，并快速实现终端的故障修复，有效地杜绝了故障终端返厂维修现象的发生，加快了终端故障修复的速度，有效地降低了终端故障修复的时间成本和经济成本，同时也有效地维护了公司售后服务质量的声誉。
本发明进一步提供一种终端故障修复系统，参见图3，图3本发明的终端故障修复系统一实施的结构示意图，在该实施例中，所述终端故障修复系统100包括：售后服务器110和终端120。所述售后服务器110，用于接收终端120反馈的出错日志，根据出错日志向终端120反馈对应的解决方案。所述终端120，用于根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器110对应的一级域名，确定所述本地应用程序对应的售后服务器110的IP地址；根据所述售后服务器110对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器110；并根据售后服务器110反馈的解决方案，对自身故障进行修复操作。
上述实施例中，所述终端120，具体用于根据故障修复指令创建日志文件，将终端120产生的日志信息重定向至所述日志文件中；对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。其中所述重定向操作为实时执行的，即所述终端120具体用于实时执行所述重定向操作，通过LOGCAT指令实现，在出错日志产生后的设定时间后停止重定向操作；在停止重定向操作后继续对所述日志信息进行分析，直至获取出对应的应用程序的进程名。即自创建所述日志文件起，所述终端120实时将自身产生的日志信息重定向至上述日志文件中，并实时对所述日志文件中日志信息进行分析，当分析查找出出错日志启动计时功能，在设定时间后停止重定向操作。由于分析查找出错日志需要一定时间，分析发现出错日志时所有的出错日志并不一定均已重定向至所述日志文件中。本实施例在出错日志产生后的设定时间后停止重定向操作即为了确保所有出错日志全部重定向至上述日志文件中，从而确保查找出完整的出错日志。其中上述设定时间可以根据实际情况进行设置，如可以是10秒钟。其中，从日志信息中获取对应的应用程序的进程名的具体过程如下：一行行读取日志信息，当某一行日志信息中出现如下的一个或多个关键字：err、error、fail、exception，即表明该日志信息中出错日志信息所在，然后判断该行中第一个斜杠“/”和第一个左括号“(”之间的字符串是否包含有“.”符号，若是则表明该行日志为出错日志，并提取第一个斜杠“/”和第一个左括号“(”之间的字符串中所述“.”符号之前的的字符串，该提取出的字符串即为出错日志对应的应用程序的进程名。
上述本实施例中，所述应用程序包括本地应用程序和第三方应用程序。售后服务器110包括本地应用程序对应的售后服务器和第三方应用程序对应的售后服务器，且售后服务器为终端120的每个本地应用程序绑定一个二级域名和接收端口。其中，当所述应用程序为本地应用程序，则所述本地应用程序的标识信息为所述应用程序的进程名。所述二级域名（即本地应用对应的IP地址）由对应的本地应用程序的进程名和终端120预设的的一级域名组合形成。售后服务器110为每个本地应用程序绑定对应的二级域名的方式有多种。如可以在IIS应用程序运行过程中，为每个本地应用程序绑定对应的二级域名。也可以在每个本地应用程序中通过勾选来自动匹配（自动匹配通过为提取本地应用程序的进程名，并将该进程名与终端120预设的一级域名组合成二级域名），实现对应的二级域名绑定。所述本地应用程序的标识信息为本地应用程序的进程名或其它用于区别应用程序的标识等；本实施例中所述本地应用程序的标识信息为本地应用程序的进程名。所述终端120，具体用于将所述本地应用程序的进程名和预先设定的本地应用程序的售后服务器110对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器110的IP地址。
本实施例中，所述终端120中保存有本地应用程序的进程名列表，终端120在查找到出错日志并获取到对应的应用程序的进程名之后，通过将该进程名与保存的进程名列表进行对比，判断进程名列表是否存在所述获取的进程名，若是，则表明该获取的进程名对应的应用程序为本地应用程序，否则为第三方应用程序。另外，终端120还可以通过代码生成的方式判断获取的进程名对应的应用程序是否为本地应用程序。如通过android中PackageManager类的getInstalledApplications方法得到所有Appli-cationInfo和ApplicationInfo.FLAG_SYSTEM属性，并所有ApplicationInfo和ApplicationInfo.FLAG_SYSTEM属性进行“与”（&）逻辑运算，当运算结果不为0，则表明获取的进程名对应的应用程序为本地应用程序，否则为第三方应用程序。
上述本实施例中，所述售后服务器110从接收到出错日志中获取终端的IP地址和发送端口，然后根据终端的IP地址和发送端口与终端建立连接，使得售后服务器110向终端120反馈对应的解决方案。即售后服务器110接收所述出错日志后便可根据所述终端的IP地址和发送端口向终端120反馈对应的解决方案。
本实施例中所述售后服务器110，具体用于判断自身数据库中是否存储有所述出错日志对应的解决方案；若是，则将所述解决方案反馈对应的终端120；若否，则向对应的终端120反馈提示信息，告知终端120用户当前不能反馈解决方案；同时，在检测到有生成所述出错日志对应的解决方案后，将该解决方案及时反馈至对应的终端120，并将该解决方案和对应的出错日志存储至自身数据库中。即所述售后服务器110中会建立一个终端120故障修复数据库和终端120故障修复档案。所述数据库存储有每个终端120故障（出错日志）对应的本地应用程序的解决方案。所述档案中记录有每个售后故障（出错日志）对应的本地应用程序的进程名和对应解决方案名。所述解决方案包括用于更新对应本地应用程序的新本地应用程序和故障修复流程信息。当某一终端120反馈出错日志，售后服务器110判断自身数据库中是否存储有所述出错日志对应的解决方案（即判断之前是否处理过相同的故障问题），即首先会在终端120故障修复档案中查找该出错日志对应的进程名和解决方案名，然后直接从数据库提取出相应的解决方案，并将解决方案反馈至相应的终端120。当售后服务器110判断确定自身数据库没有对应的解决方案（即之前没有处理过相同故障问题），此时需要工作人员根据终端120反馈的出错日志确定对应的解决方案，但由于工作人员不一定能够及时对出错日志进行分析以及时确定对应的解决方案，且工作人员对出错日志进行分析确定对应的解决方案需要一定的时间，因此当数据库中没有对应的解决方案需要向终端120反馈提示信息，告知终端120用户当前不能立即处理；而在生成所述出错日志对应的解决方案后，将该解决方案及时反馈至对应的终端120。当自身数据库中没有对应的解决方案，同时检测是否有生成对应的解决方案，如在检测到有生成对应的解决方案后将生成的解决方案和对应的出错日志存储至自身数据库中能够为后续其他出现相同故障问题的终端120提供现成的解决方案，若没有检测到生成对应的解决方案则重复进行检测，这样可以加快终端120故障修复的速度，提高终端120故障修复的效率。
本实施例中，所述终端120根据所述解决方案，对自身故障进行修复操作具体过程为：卸载出错日志对应的应用程序，重新安装售后服务器110反馈的新的应用程序等。
上述实施例中，所述终端120，还用于当所述应用程序为第三方应用程序，根据预先设定的第三方应用程序对应的售后服务器110的IP地址和接收端口，将出错日志发送给售后服务器110。即所述售后服务器110为终端120的第三方应用程序绑定一个IP地址和接收端口，用于接收存储第三方应用程序对应的出错日志。终端120在确定所述应用程序为第三方应用程序时根据预先设定的第三方应用程序对应的售后服务器110的IP地址和接收端口，将出错日志发送给售后服务器110（即第三方应用程序对应的售后服务器）。另外所述售后服务器110中所建立的终端120故障修复数据库中还存储有每个终端120故障（出错日志）对应的第三方应用程序对应的解决方案。所述档案中记录有每个售后故障（出错日志）对应的第三方应用程序的进程名和对应解决方案名。即本发明中售后服务器110同样为终端120出错的第三方应用程序提供解决方案，终端120能够根据售后服务器110提供解决方案，对出错的第三方应用程序进行修复，即卸载出错的第三方应用程序，重新安装售后服务器110反馈的新的第三方应用程序。
上述实施例所提供的终端故障修复系统100，通过终端120根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当应用程序为本地应用程序，根据本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定本地应用程序对应的售后服务器110的IP地址；根据售后服务器110对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器110；使得售后服务器110根据出错日志确定解决方案并反馈给终端120；终端120根据解决方案，对自身故障进行修复操作的方式，能够快速准确地获取故障终端120的出错日志，并快速实现终端120的故障修复，有效地杜绝了故障终端120返厂维修现象的发生，加快了终端120故障修复的速度，有效地降低了终端120故障修复的时间成本和经济成本，同时也有效地维护了公司售后服务质量的声誉。
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 (20)

  1. 一种终端故障修复方法，其特征在于，包括：
    终端根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；
    当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址；
    根据所述售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；使得售后服务器根据出错日志确定解决方案并反馈给所述终端；
    终端根据所述解决方案，对自身故障进行修复操作。
  2. 根据权利要求1所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  3. 根据权利要求1所述的终端故障修复方法，其特征在于，当所述本地应用程序的标识信息为本地应用程序的进程名；所述根据本地应用程序的标识信息与预先设定的本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址的步骤具体为：
    将所述本地应用程序的进程名和预先设定的本地应用程序的售后服务器对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器的IP地址。
  4. 根据权利要求3所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  5. 根据权利要求1所述的终端故障修复方法，其特征在于，所述终端根据故障修复指令，获取自身的出错日志，并从出错日志中提取对应的应用程序的标识信息具体为：
    根据故障修复指令创建日志文件，将终端产生的日志信息重定向至所述日志文件中；
    对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。
  6. 根据权利要求5所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  7. 根据权利要求1所述的终端故障修复方法，其特征在于，所述终端提取出错日志对应的应用程序的标识信息之后还包括：
    当所述应用程序为第三方应用程序，终端根据预先设定第三方应用程序的售后服务器的IP地址和接收端口，将出错日志发送给售后服务器。
  8. 根据权利要求7所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  9. 根据权利要求1所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端具体为：
    售后服务器判断自身数据库中是否存储有所述出错日志对应的解决方案；
    若是，则将所述解决方案反馈对应的终端；
    若否，则向对应的终端反馈提示信息，告知终端用户当前不能反馈解决方案；同时检测是否有生成所述出错日志对应的解决方案，若有，将该解决方案及时反馈至对应的终端，并将该解决方案和对应的出错日志存储至自身数据库中。
  10. 根据权利要求9所述的终端故障修复方法，其特征在于，所述售后服务器根据出错日志确定解决方案并反馈给所述终端的步骤具体包括：所述售后服务器根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  11. 一种终端故障修复系统，其特征在于，包括：
    售后服务器，用于接收终端反馈的出错日志，根据出错日志向终端反馈对应的解决方案；
    终端，用于根据故障修复指令，获取自身的出错日志，从出错日志中提取对应的应用程序的标识信息；当所述应用程序为本地应用程序，则根据所述本地应用程序的标识信息与预先设定本地应用程序的售后服务器对应的一级域名，确定所述本地应用程序对应的售后服务器的IP地址；根据所述售后服务器对应的IP地址以及预设的接收端口，将出错日志发送给对应的售后服务器；并根据售后服务器反馈的解决方案，对自身故障进行修复操作。
  12. 根据权利要求11所述的终端故障修复系统，其特征在于，所述售后服务器，具体还用于根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  13. 根据权利要求11所述的终端故障修复系统，其特征在于，
    所述终端，具体还用于当所述本地应用程序的标识信息为本地应用程序的进程名时；将所述本地应用程序的进程名和预先设定的本地应用程序的售后服务器对应的一级域名组合形成二级域名，根据所述二级域名确定所述本地应用程序对应的售后服务器的IP地址。
  14. 根据权利要求13所述的终端故障修复系统，其特征在于，所述售后服务器，具体还用于根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  15. 根据权利要求11所述的终端故障修复系统，其特征在于，
    所述终端，具体还用于根据故障修复指令创建日志文件，将终端产生的日志信息重定向至所述日志文件中；对日志文件中的日志信息进行分析，从中查找出错日志，并从出错日志中获取出对应的应用程序的进程名。
  16. 根据权利要求15所述的终端故障修复系统，其特征在于，所述售后服务器，具体还用于根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  17. 根据权利要求11所述的终端故障修复系统，其特征在于，
    所述终端，还用于当所述应用程序为第三方应用程序，根据预先设定的第三方应用程序的售后服务器的IP地址和接收端口，将出错日志发送给售后服务器。
  18. 根据权利要求17所述的终端故障修复系统，其特征在于，所述售后服务器，具体还用于根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
  19. 根据权利要求11所述的终端故障修复系统，其特征在于，
    所述售后服务器，具体用于判断自身数据库中是否存储有所述出错日志对应的解决方案；若是，则将所述解决方案反馈对应的终端；若否，则向对应的终端反馈提示信息，告知终端用户当前不能反馈解决方案；在生成所述出错日志对应的解决方案后，将该解决方案及时反馈至对应的终端，并将该解决方案和对应的出错日志存储至自身数据库中。
  20. 根据权利要求19所述的终端故障修复系统，其特征在于，所述售后服务器，具体还用于根据接收到出错日志获取终端的IP地址和发送端口，以使售后服务器根据所述终端的IP地址和发送端口向终端反馈对应的解决方案。
PCT/CN2014/093801 2014-09-22 2014-12-15 终端故障修复方法和系统 Ceased WO2016045203A1 (zh)

Priority Applications (2)

Application Number Priority Date Filing Date Title
US15/102,273 US9977709B2 (en) 2014-09-22 2014-12-15 Method and system for repairing fault of terminal
EP14902559.5A EP3200078B1 (en) 2014-09-22 2014-12-15 Terminal fault correction method and system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201410485667.5 2014-09-22
CN201410485667.5A CN105511973B (zh) 2014-09-22 2014-09-22 终端故障修复方法和系统

Publications (1)

Publication Number Publication Date
WO2016045203A1 true WO2016045203A1 (zh) 2016-03-31

Family

ID=55580192

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2014/093801 Ceased WO2016045203A1 (zh) 2014-09-22 2014-12-15 终端故障修复方法和系统

Country Status (4)

Country Link
US (1) US9977709B2 (zh)
EP (1) EP3200078B1 (zh)
CN (1) CN105511973B (zh)
WO (1) WO2016045203A1 (zh)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107453889A (zh) * 2016-05-31 2017-12-08 腾讯科技（深圳）有限公司 一种日志文件的上传方法及装置
CN116208987A (zh) * 2021-11-30 2023-06-02 中国移动通信有限公司研究院 故障重构方法、装置、电子设备和存储介质

Families Citing this family (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106293987B (zh) * 2016-08-15 2020-01-14 Tcl集团股份有限公司 一种修复终端开机异常的方法和装置
US10601939B2 (en) * 2017-09-05 2020-03-24 Bank Of America Corporation Desktop error repair tool
US10565077B2 (en) * 2017-11-29 2020-02-18 International Business Machines Corporation Using cognitive technologies to identify and resolve issues in a distributed infrastructure
CN108108445A (zh) * 2017-12-26 2018-06-01 苏州蜗牛数字科技股份有限公司 一种智能数据处理方法和系统
CN108182480A (zh) * 2017-12-27 2018-06-19 广西南宁英凡达科技有限公司 一种冰箱故障售后服务方法
US10990492B2 (en) * 2018-03-28 2021-04-27 Ncr Corporation Automated terminal problem identification and resolution
CN108880907B (zh) * 2018-07-06 2022-03-04 上海财经大学 基于运行日志的网络设备自动化检查维修系统
CN109542661A (zh) * 2018-11-23 2019-03-29 北京北纬通信科技股份有限公司 基于内容特征的日志分析提示系统和方法
JP7254739B2 (ja) * 2020-03-19 2023-04-10 エヌ・ティ・ティ・コミュニケーションズ株式会社 データ流通制御装置、方法およびプログラム
CN111324482A (zh) * 2020-03-24 2020-06-23 李勉勉 一种计算机应用程序运行数据故障处理系统
CN111786814B (zh) * 2020-06-05 2024-05-28 腾讯科技（深圳）有限公司 一种日志处理方法和装置
CN111897683A (zh) * 2020-07-10 2020-11-06 广东小天才科技有限公司 电子设备及其故障修复方法和装置
CN113783739B (zh) * 2021-09-13 2024-11-26 节卡机器人股份有限公司 设备维护方法、系统及电子设备

Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20020040392A1 (en) * 2000-04-11 2002-04-04 Tonis Kasvand Execution sets for generated logs
CN101631324A (zh) * 2009-08-11 2010-01-20 酷派软件技术（深圳）有限公司 一种移动终端故障诊断并修复的方法及移动终端
CN101719836A (zh) * 2008-10-09 2010-06-02 联想(北京)有限公司 一种故障检测方法及装置
CN103389916A (zh) * 2012-05-11 2013-11-13 宇龙计算机通信科技(深圳)有限公司 应用程序异常的处理方法及移动终端
CN103530199A (zh) * 2012-07-02 2014-01-22 腾讯科技（深圳）有限公司 一种修复软件运行错误的方法、装置及系统
CN103995715A (zh) * 2014-05-06 2014-08-20 百度在线网络技术（北京）有限公司 应用程序的修复方法、装置及服务器

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050038832A1 (en) * 2003-08-14 2005-02-17 International Business Machines Corporation Application error recovery using solution database
US8055945B2 (en) * 2009-02-02 2011-11-08 International Business Machines Corporation Systems, methods and computer program products for remote error resolution reporting
US8621278B2 (en) * 2011-06-28 2013-12-31 Kaspersky Lab, Zao System and method for automated solution of functionality problems in computer systems
US8990635B2 (en) * 2011-12-22 2015-03-24 International Business Machines Corporation Detecting and resolving errors within an application
US8990642B2 (en) * 2013-02-22 2015-03-24 International Business Machines Corporation Managing error logs in a distributed network fabric
US9250993B2 (en) * 2013-04-30 2016-02-02 Globalfoundries Inc Automatic generation of actionable recommendations from problem reports

Patent Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20020040392A1 (en) * 2000-04-11 2002-04-04 Tonis Kasvand Execution sets for generated logs
CN101719836A (zh) * 2008-10-09 2010-06-02 联想(北京)有限公司 一种故障检测方法及装置
CN101631324A (zh) * 2009-08-11 2010-01-20 酷派软件技术（深圳）有限公司 一种移动终端故障诊断并修复的方法及移动终端
CN103389916A (zh) * 2012-05-11 2013-11-13 宇龙计算机通信科技(深圳)有限公司 应用程序异常的处理方法及移动终端
CN103530199A (zh) * 2012-07-02 2014-01-22 腾讯科技（深圳）有限公司 一种修复软件运行错误的方法、装置及系统
CN103995715A (zh) * 2014-05-06 2014-08-20 百度在线网络技术（北京）有限公司 应用程序的修复方法、装置及服务器

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN107453889A (zh) * 2016-05-31 2017-12-08 腾讯科技（深圳）有限公司 一种日志文件的上传方法及装置
CN116208987A (zh) * 2021-11-30 2023-06-02 中国移动通信有限公司研究院 故障重构方法、装置、电子设备和存储介质

Also Published As

Publication number Publication date
EP3200078A1 (en) 2017-08-02
EP3200078B1 (en) 2020-11-11
US9977709B2 (en) 2018-05-22
US20170091019A1 (en) 2017-03-30
EP3200078A4 (en) 2018-05-23
CN105511973B (zh) 2018-11-23
CN105511973A (zh) 2016-04-20

Similar Documents

Publication Publication Date Title
WO2016045203A1 (zh) 终端故障修复方法和系统
WO2018121250A1 (zh) 远程控制智能设备系统升级的方法
US8424090B2 (en) Apparatus and method for detecting obfuscated malicious web page
MX2020009671A (es) Metodo para monitoreo de procesos y diagnostico de procesos automaticos de un proceso basado en piezas (fabricacion por lotes), en particular, de un proceso de moldeo por inyeccion y maquina ejecutando dicho proceso o conjunto de maquinas ejecutando dicho proceso.
WO2018166099A1 (zh) 信息泄露检测方法及装置、服务器及计算机可读存储介质
WO2018058959A1 (zh) Sql审核方法、装置、服务器及存储设备
CN106407813A (zh) 一种异构漏洞扫描器数据归一化处理装置及方法
CN106487813A (zh) 工控网络安全检测系统及检测方法
WO2020119369A1 (zh) 智能it运维故障定位方法、装置、设备及可读存储介质
CN111181918A (zh) 基于ttp的高风险资产发现和网络攻击溯源方法
WO2018120764A1 (zh) 拨号过程扫码查询快递的方法及系统
CN106484605A (zh) 一种实现软件自动化测试的方法和系统
WO2018076804A1 (zh) 一种安全报警方法及其系统
WO2018053962A1 (zh) 智能电视自动获取时区的方法和装置
WO2015027679A1 (zh) 互联网寻址方法和装置
WO2018076802A1 (zh) 一种分布式调用服务器的方法及其系统
CN105183488A (zh) 网页脚本异常处理方法及装置
CN104849612A (zh) 配电网故障定位方法和装置
CN120235360B (zh) Pcba产品质量管理及优化系统及数据传输方法
CN112733524A (zh) 标准编号自动校正及标准状态批量核查方法、系统、装置
WO2018120311A1 (zh) 可验证电子邮件发送时间的方法及装置
CN106326089B (zh) 一种自动化测试的方法、装置及系统
CN109104417B (zh) 一种运用于运维审计系统的用户鉴权和选路方法
CN114125373B (zh) 用于生产过程的监控方法及装置、电器设备生产线
CN105933700A (zh) 电视机应用程序许可证的检测方法、装置及电视机

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 14902559

Country of ref document: EP

Kind code of ref document: A1

WWE Wipo information: entry into national phase

Ref document number: 15102273

Country of ref document: US

REEP Request for entry into the european phase

Ref document number: 2014902559

Country of ref document: EP

WWE Wipo information: entry into national phase

Ref document number: 2014902559

Country of ref document: EP

NENP Non-entry into the national phase

Ref country code: DE