CN108134692A

CN108134692A - A kind of fault handling method and system based on mark figure

Info

Publication number: CN108134692A
Application number: CN201711368443.6A
Authority: CN
Inventors: 郭宏
Original assignee: Shanghai Feixun Data Communication Technology Co Ltd
Current assignee: Taizhou Jiji Intellectual Property Operation Co.,Ltd.
Priority date: 2017-12-18
Filing date: 2017-12-18
Publication date: 2018-06-08

Abstract

The present invention provides a kind of fault handling method and system based on mark figure, method includes：S100 equipment judges whether itself breaks down；If so, enter step S200；Equipment described in S200 obtains fault message and generates failure identification figure；Equipment described in S300 sends the failure identification figure to server；S400 servers receive and parse through the failure identification figure, obtain the fault message；Server described in S500 matches the fault message with Fisrt fault database, judges whether matched and searched to corresponding troubleshooting scheme；The Fisrt fault database is the database of server storage；If so, enter step S600；Server described in S600 sends the troubleshooting scheme to the equipment.The present invention realizes the failure for easily and efficiently solving equipment, promotes the troubleshooting experience of user.

Description

A kind of fault handling method and system based on mark figure

Technical field

The present invention relates to troubleshooting technical field, it is espespecially a kind of based on mark figure fault handling method and be System.

Background technology

At present, when device fails currently in use, due to can not be repaired to it, can cause often Equipment cannot repaired at the first time, can only select to buy new equipment again it is replaced, so as to which cause need not The waste wanted.

Although occur to be detected the use state of equipment, and testing result is sent on the market Device, but generally encounter equipment fault, professional user can investigate failure using a key physical examination, for a key Function as physical examination can only solve most of general general problems.But the problem of meeting some complexity, a key physical examination It cannot may very accurately detected.Ordinary user can then select directly to seek advice from personnel after sale, but ordinary user is difficult Specific failure is clearly described, this brings many troubles and inconvenience to personnel and user both sides after sale.

Invention content

The object of the present invention is to provide a kind of fault handling methods and system based on mark figure, realize convenient, fast The failure of prompt solution equipment promotes the troubleshooting experience of user.

Technical solution provided by the invention is as follows：

The present invention provides a kind of fault handling method based on mark figure, including step：S100 equipment judges that itself is No failure；If so, enter step S200；Equipment described in S200 obtains fault message and generates failure identification figure；S300 The equipment sends the failure identification figure to server；S400 servers receive and parse through the failure identification figure, obtain To the fault message；Server described in S500 matches the fault message with Fisrt fault database, judges whether Matched and searched is to corresponding troubleshooting scheme；The Fisrt fault database is the database of server storage；If so, into Enter step S600；Server described in S600 sends the troubleshooting scheme to the equipment.

Further, the step S200 includes step：Equipment described in S201 obtains the fault message, and obtains and set Standby information；The facility information includes equipment identity information and status information of equipment；Equipment described in S202 is believed according to the failure Breath and the facility information, generate the failure identification figure；Wherein, the equipment identity information include Business Information and/or Equipment identification information；The status information of equipment is included in network environment information, user configuration information, equipment information about power Any one or more.

Further, after the step S200, step is included before S300：Equipment described in S210 stores the failure Figure is identified to local；Equipment described in S220 parses the failure identification figure, obtains the fault message；It is set described in S230 It is standby to match the fault message with second Mishap Database, judge whether matched and searched at corresponding failure Reason scheme；Second Mishap Database database locally-stored for equipment；If so, enter step S240；Otherwise, enter Step S300；Equipment described in S240 shows the troubleshooting scheme.

Further, the S300 includes step：Equipment described in S310 judges whether itself can connect default network； If so, enter step S310；Otherwise, S320 is entered step；Equipment described in S320 sends the failure identification by first page Figure is to the server；Equipment described in S330 sends the failure identification figure to the server by second page.

Further, the step S500 includes step：Server described in S510 is by the fault message and Fisrt fault Database is matched, and obtains the matching value of corresponding troubleshooting scheme and the troubleshooting scheme；Service described in S520 Device judges whether the matching value reaches preset matching value；If so, enter step S600；Otherwise, S530 is entered step；S530 Server transmission includes the solicited message of failure identification figure to preset address；Server described in S540 receives basis please The fault solution that information is asked to return updates the Fisrt fault database according to the fault solution；S550 institutes It states server and sends the fault solution to the equipment.

The present invention also provides it is a kind of based on mark figure fault processing system, including：Equipment and server；It is described to set It is standby to include：First processor, judges whether itself breaks down, and when a failure occurs, obtains fault message and generates failure mark Know figure；First transceiver sends the failure identification figure to server；The server includes：Second transceiver connects Receive the failure identification figure；Second processor parses the failure identification figure, obtains the fault message；It will the event Barrier information is matched with Fisrt fault database, judges whether matched and searched to corresponding troubleshooting scheme；Described One Mishap Database is the database of server storage；The second transceiver, when judging matched and searched at corresponding failure During reason scheme, the troubleshooting scheme is sent to the equipment.

Further, the first processor includes：First acquisition module obtains the fault message, and obtains equipment Information；The facility information includes equipment identity information and status information of equipment；Generation module, according to the fault message and The facility information generates the failure identification figure；Wherein, the equipment identity information includes Business Information and/or equipment Identification information；The status information of equipment includes arbitrary in network environment information, user configuration information, equipment information about power It is one or more.

Further, the first processor further includes：Storage module stores the failure identification figure to local；Solution Module is analysed, the failure identification figure is parsed, obtains the fault message；First judgment module, by the fault message and institute It states the second Mishap Database to be matched, judge whether from the second Mishap Database matched and searched at corresponding failure Reason scheme；Second Mishap Database database locally-stored for equipment；Display module, it is former from described second when judging When barrier database matching finds corresponding troubleshooting scheme, the equipment shows the troubleshooting scheme；Described One transceiver, when judge from the second Mishap Database matched and searched less than corresponding troubleshooting scheme when, described in transmission Failure identification figure is to the server.

Further, the first processor further includes：It is default to judge whether itself can connect for second judgment module Network；When judging that itself can connect default network, the failure mark is sent by first page for the first transceiver Figure is known to the server；The first transceiver when judging that itself can not connect default network, passes through second page Face sends the failure identification figure to the server.

Further, the second processor includes：Processing module, by the fault message and Fisrt fault database It is matched, obtains the matching value of corresponding troubleshooting scheme and the troubleshooting scheme；Third judgment module judges Whether the matching value reaches preset matching value；The second transceiver, when the matching value reaches preset matching value, hair The troubleshooting scheme is sent to the equipment；The second transceiver, when the matching value is not up to preset matching value, The solicited message for including failure identification figure is sent to preset address, receives the failure solution party returned according to solicited message Case, and the fault solution is sent to the equipment；Update module, according to fault solution update described the One Mishap Database.

The present invention also provides it is a kind of based on mark figure fault processing system, including：Equipment, mobile terminal and service Device；The equipment includes：First processor, judges whether itself breaks down, and when a failure occurs, obtains fault message simultaneously Generate failure identification figure；First transceiver sends the failure identification figure to the mobile terminal；The mobile terminal Including：Third transceiver receives and forwards the failure identification figure to the server；The server includes：Second receives Device is sent out, receives the failure identification figure；Second processor parses the failure identification figure, obtains the fault message； The fault message with Fisrt fault database is matched, judges whether matched and searched to corresponding troubleshooting scheme； The Fisrt fault database is the database of server storage；The second transceiver, when judging matched and searched to corresponding During troubleshooting scheme, the troubleshooting scheme is sent to the equipment.

By a kind of fault handling method and system based on mark figure provided by the invention, can bring following At least one advantageous effect：

1) present invention when equipment detects failure, can active real-time collecting device fault message, failure is believed Breath generation failure identification figure, and failure identification figure is sent to server, user is avoided to contact personnel after sale and describes failure Situation, improves troubleshooting efficiency and accuracy, and lifting means dispatches from the factory the service quality of service provider, promotes the failure of user Exclude experience.

2) present invention, due to cannot intuitively find out fault message, is avoided since fault message is generated failure identification figure It inputs other cumbersome privacy informations as the prior art, protects privacy of user, not only enable fault message It reports in time, repairs in time, further improve the quantity that failure reports, improve troubleshooting efficiency, moreover it is possible to protect user Privacy.

3) failure identification graphics cache to equipment local, equipment itself parsing failure identification figure are obtained event by the present invention Hinder information, when the corresponding troubleshooting scheme of information faulty in the second Mishap Database of equipment local, do not need to submit To long-range server, directly the troubleshooting scheme found in the second Mishap Database of slave device local is back to User interface is shown, can be reduced the operation that failure identification figure is sent to server, only locally cannot in equipment When finding corresponding troubleshooting scheme, just ask to search troubleshooting scheme to server, equipment and service can be saved The call duration time that device interacts, the troubleshooting efficiency of lifting means, so as to solve the failure of equipment rapidly, significantly The normal use time of equipment is improved, and then is effectively guaranteed the stability of equipment, the failure for reducing user solves to spend Time promotes the usage experience of user.

4) whether the present invention can connect the situation of default network according to equipment, respectively by different modes by equipment The failure identification figure of generation is sent to server, can ensure that server can in real time, accurately get the event of equipment Barrier mark figure convenient for server real-time searching to corresponding troubleshooting scheme, promotes real-time that failure solves and reliably Property, the failure for accelerating equipment solves efficiency, promotes the usage experience of user.

5) present invention corresponds to the troubleshooting scheme of fault message according to Fisrt fault database intellectual search matching, If search less than corresponding troubleshooting scheme, additionally it is possible to which the request for including failure identification figure to preset address transmission is believed Breath, can ensure that the equipment fault problem of user is solved in this way, timely remover apparatus failure, promote the usage experience of user.

Description of the drawings

Below by a manner of clearly understandable, preferred embodiment is described with reference to the drawings, to a kind of based on mark figure Fault handling method and above-mentioned characteristic, technical characteristic, advantage and its realization method of system are further described.

Fig. 1 is a kind of flow chart of one embodiment of the fault handling method based on mark figure of the present invention；

Fig. 2 is a kind of flow chart of another embodiment of the fault handling method based on mark figure of the present invention；

Fig. 3 is a kind of flow chart of another embodiment of the fault handling method based on mark figure of the present invention；

Fig. 4 is a kind of flow chart of another embodiment of the fault handling method based on mark figure of the present invention；

Fig. 5 is a kind of structure diagram of one embodiment of the fault processing system based on mark figure of the present invention；

Fig. 6 is a kind of structure diagram of one embodiment of the fault processing system based on mark figure of the present invention.

Specific embodiment

In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, control attached drawing is said below The specific embodiment of the bright present invention.It should be evident that the accompanying drawings in the following description is only some embodiments of the present invention, For those of ordinary skill in the art, without creative efforts, it can also be obtained according to these attached drawings Other attached drawings, and obtain other embodiments.

To make simplified form, part related to the present invention is only schematically shown in each figure, they are not represented Its practical structures as product.In addition, so that simplified form is easy to understand, there is identical structure or function in some figures Component, only symbolically depict one of those or only marked one of those.Herein, "one" not only table Show " only this ", can also represent the situation of " more than one ".

A kind of one embodiment of the fault handling method based on mark figure of the present invention, as shown in Figure 1, including：

S100 equipment judges whether itself breaks down；If so, enter step S200；

Equipment described in S200 obtains fault message and generates failure identification figure；

Equipment described in S300 sends the failure identification figure to server；

S400 servers receive and parse through the failure identification figure, obtain the fault message；

Server described in S500 matches the fault message with Fisrt fault database, judges whether that matching is looked into Find corresponding troubleshooting scheme；The Fisrt fault database is the database of server storage；If so, it enters step S600；

Server described in S600 sends the troubleshooting scheme to the equipment.

Specifically, in the present embodiment, failure identification figure includes bar code, Quick Response Code etc..Due to failure identification figure Fault message is contained, therefore does not need to the failure that user considers how accurate, clear description equipment, it is only necessary to which user makes The fault message generation failure identification figure of equipment is sent to server with equipment, server receives equipment transmission Failure identification figure after, failure identification figure will be parsed, so as to obtain the fault message of equipment, server will Fault message is matched with the Fisrt fault database of itself, due to Fisrt fault database include fault message with it is corresponding Troubleshooting scheme, therefore, if matching after can find the corresponding troubleshooting scheme of fault message, server is just It can send in the troubleshooting scheme to the equipment of user found, user checks troubleshooting scheme, according to troubleshooting side Case carries out corresponding troubleshooting operation, solves the failure of equipment.

The present invention when equipment detects failure, can active real-time collecting device fault message, by fault message Failure identification figure is generated, and failure identification figure is sent to server, user is avoided to contact personnel after sale and describes failure feelings Condition, improves troubleshooting efficiency and accuracy, the service quality of lifting means manufacture service provider, and the failure for promoting user is arranged Except experience.In addition, since fault message is generated failure identification figure, due to cannot intuitively find out fault message, picture is avoided The prior art inputs other cumbersome privacy informations like that, protects privacy of user, not only enables fault message timely It reports, repairs in time, further improve the quantity that failure reports, improve troubleshooting efficiency, moreover it is possible to protect that user's is hidden It is private.

A kind of another embodiment of the fault handling method based on mark figure of the present invention, as shown in Fig. 2, including：

S100 equipment judges whether itself breaks down；If so, enter step S200；

Equipment described in S201 obtains the fault message, and obtains facility information；The facility information includes equipment identities Information and status information of equipment；

Equipment described in S202 generates the failure identification figure according to the fault message and the facility information；

Specifically, in the present embodiment, equipment identity information includes Business Information and/or equipment identification information；Equipment state Information includes any one or more in network environment information, user configuration information, equipment information about power.Device identification is believed The MAC Address for including equipment, model of equipment etc. are ceased, Business Information includes manufacturer's information or sales platform information Etc..Facility information and fault message set are generated failure identification figure by the present invention, are capable of the equipment of positioning failure rapidly, Can also corresponding troubleshooting scheme be found according to fault message rapidly, promote the efficiency of troubleshooting.

Equipment described in S210 stores the failure identification figure to local；

Equipment described in S220 parses the failure identification figure, obtains the fault message；

Equipment described in S230 matches the fault message with second Mishap Database, judges whether to match Find corresponding troubleshooting scheme；Second Mishap Database database locally-stored for equipment；If so, into Step S240；Otherwise, S300 is entered step；

Equipment described in S240 shows the troubleshooting scheme；

Specifically, in the present embodiment, by failure identification graphics cache to equipment local, equipment itself parsing failure identification Figure obtains fault message, when the corresponding troubleshooting scheme of information faulty in the second Mishap Database of equipment local When, it does not need to be committed to long-range server, it directly will be at the failure that found in the second Mishap Database of slave device local Reason scheme is back to user interface and is shown.The present invention is locally carried out by the way that failure identification figure is stored into equipment Caching can reduce the operation that failure identification figure is sent to server, only cannot locally find corresponding failure in equipment During processing scheme, just ask to search troubleshooting scheme to server, the communication that equipment is interacted with server can be saved Time, the troubleshooting efficiency of lifting means so as to solve the failure of equipment rapidly, greatly improve the normal of equipment Usage time, and then the stability of equipment is effectively guaranteed, the failure for reducing user solves to spend the time, promotes user's Usage experience.

Server described in S600 sends the troubleshooting scheme to the equipment.

Specifically, the present invention when equipment detects failure, can active real-time collecting device fault message, will Fault message generates failure identification figure, and failure identification figure is sent to server, and user is avoided to contact personnel after sale and is retouched Fault condition is stated, improves troubleshooting efficiency and accuracy, the service quality of lifting means manufacture service provider promotes user Troubleshooting experience.In addition, since fault message is generated failure identification figure, due to cannot intuitively find out fault message, It avoids and other cumbersome privacy informations is inputted as the prior art, protect privacy of user, not only so that fault message It can report in time, repair in time, further improve the quantity that failure reports, improve troubleshooting efficiency, moreover it is possible to protect The privacy of user.

A kind of another embodiment of the fault handling method based on mark figure of the present invention, as shown in figure 3, including：

S100 equipment judges whether itself breaks down；If so, enter step S200；

Equipment described in S230 matches the fault message with second Mishap Database, judges whether to match Find corresponding troubleshooting scheme；Second Mishap Database database locally-stored for equipment；If so, into Step S240；Otherwise, S310 is entered step；

Equipment described in S240 shows the troubleshooting scheme；

Equipment described in S310 judges whether itself can connect default network；If so, enter step S310；Otherwise, enter Step S320；

Equipment described in S320 sends the failure identification figure to the server by first page；

Equipment described in S330 sends the failure identification figure to the server by second page.

Specifically, in the present embodiment, when equipment judges to break down, and according to fault message and facility information, generation After failure identification figure, need to judge whether equipment itself can connect default network, the network that the present invention connects is public network (also referred to as outer net), if it is possible to which the default network of connection, equipment is just by first page (the control page of equipment) to service Device sends failure identification figure.If default network can not be connected, equipment just by second page (chat software it is man-machine Interaction page) to server send failure identification figure.

Illustratively, it is assumed that when equipment is router, router is connect with computer or mobile phone etc. mobile terminal, Connection mode can be wired connection or wireless connection.So, judge whether router can connect public network, if Router can connect public network, then the router that router is just logged in by mobile terminal is controlled belonging to the page to router The server of production company sends failure identification figure.If router can not connect public network, then user is just using movement The LAN that terminal connection router is established, then obtains the failure identification figure of router generation, and pass through mobile terminal The human-computer interaction page of wechat public platform, microblogging public platform etc. chat software to belonging to router produce company service Device sends failure identification figure.

Illustratively, it is assumed that when equipment is computer, it can be determined that whether computer can connect public network, if computer can Connect public network, then the server for logging in production company belonging to the computer control page to computer of computer sends failure identification figure Shape.If computer can not connect public network, then user just passes through the communication interfaces such as USB interface using mobile terminals such as mobile phones Computer is connected, then obtains the failure identification figure of computer generation, and passes through the wechat public platform of mobile terminal, the microblogging public Number etc. chat software the human-computer interaction page to belonging to computer produce company server send failure identification figure.

Whether the present invention can connect the situation of default network according to equipment, respectively be given birth to equipment by different modes Into failure identification figure be sent to server, can ensure that server can in real time, accurately get the failure of equipment Figure is identified, fault message is obtained after the failure identification figure obtained in real time is parsed convenient for server, so as to according to event Barrier information finds corresponding troubleshooting scheme from the Fisrt fault database search of server end.If due to that cannot have Failure identification figure is sent to server by the real-time of effect, and server will judge that equipment is in unfaulty conditions, therefore passes through Failure identification figure is sent to server by different modes, can be promoted the real-time and reliability of failure solution, be accelerated to set Standby failure solves efficiency, promotes the usage experience of user.

Server described in S510 matches the fault message with Fisrt fault database, obtains corresponding failure The matching value of processing scheme and the troubleshooting scheme；

Server described in S520 judges whether the matching value reaches preset matching value；If so, enter step S600；It is no Then, S530 is entered step；

Server transmission includes the solicited message of failure identification figure to preset address described in S530；

The fault solution that server reception described in S540 is returned according to solicited message, according to the failure solution party Case updates the Fisrt fault database；

Server described in S550 sends the fault solution to the equipment.

Specifically, in the present embodiment, server receives and parses failure identification figure, after obtaining fault message, service Fault message is compared device with the Fisrt fault database of server end, not only to find corresponding troubleshooting Scheme will also obtain the matching degree that troubleshooting scheme solves fault message according to troubleshooting scheme and fault message, It is higher with spending, illustrate that the success rate of the failure of troubleshooting scheme solution equipment is higher.Therefore, when acquiring matching degree, It also needs to judge whether matching value reaches preset matching value, if matching value reaches preset matching value, it was demonstrated that troubleshooting scheme It can solve the failure of equipment；If matching value is not up to preset matching value, illustrate not find at the corresponding failure of fault message Reason scheme or the corresponding troubleshooting scheme of the fault message found cannot solve the failure of equipment, therefore server needs It sends and includes the solicited message of failure identification figure (contact address of personnel or technical staff after sale, such as sells to preset address The mailbox of personnel or technical staff, wechat etc. afterwards), the owning user (such as personnel or technical staff after sale) of preset address connects After receiving solicited message, the failure identification figure in resolution request message is carried out, then obtains fault solution, affiliated use Fault solution is uploaded to server by family, and server updates the Fisrt fault number of server end according to fault solution According to library, and server sends fault solution to equipment.The present invention is according to Fisrt fault database intellectual search matching pair It should be in the troubleshooting scheme of fault message, if searched less than corresponding troubleshooting scheme, additionally it is possible to be sent out to preset address The solicited message for including failure identification figure is sent, can ensure that the equipment fault problem of user is solved in this way, excludes to set in time Standby failure promotes the usage experience of user.

Since functions of the equipments are rich and varied, fault diagnosis difficulty is bigger, is generally both needed to experience and comes than more rich employee Processing solves, and causes human cost higher；And in the case of on-site service personnel is unfamiliar with business or is uncomprehending, meeting The efficiency solved the problems, such as is made to become than relatively low, at the same also cause the accuracy rate of repair not high enough in addition will appear preparation it is insufficient or The situation of person's error in judgement, results in greater loss.The present invention is based on the fault handling methods of artificial intelligence, can detect During device fails, the problem of capturing equipment state, and asked in decision problem state for network environment problem or system mistake During topic, the failure Quick Response Code of network environment problem or system mistake problem is generated, and uploads failure Quick Response Code to remote server Fisrt fault database, local the second Mishap Database or preset address, parsing failure Quick Response Code is corresponding to obtain Fault message, and the corresponding troubleshooting scheme or fault solution of fault message are obtained, and according to troubleshooting Scheme or fault solution adjusting device can quickly be diagnosed to be the fault message of equipment, and can be by extremely short For fault message reparation, the failure of remover apparatus in time so that the more easy care that equipment becomes greatly reduces equipment Paralysis, crash, repair rate, user is made to be used well in low-down learning cost, maintained equipment, improves user Experience.

An a kind of example of the fault handling method based on mark figure of the present invention, as shown in figure 4, including：

S11, judge whether equipment breaks down；If so, enter step S12；

S12, generation button is clicked in router interaction page, generates failure identification figure；

S13, submitting button is clicked in router interaction page, submits failure identification figure to local cache；

S14, router duplication failure identification figure to local simultaneously parse, and obtain the fault message；

S15, judge whether router locally has corresponding fault solution；If so, enter step S16；Otherwise, enter Step S17；

S16, corresponding fault solution is searched according to fault message and feeds back to router interaction page；

S17, judge whether router can connect default network；If so, enter step S18；Otherwise, it enters step S19；

S18, display reminding information prompt user to send failure identification figure to the target wechat public by mobile terminal Number, forwarding failure identification figure to Remote library；

S19, failure identification figure is sent to Remote library by router interaction page；

S20, Remote library parsing failure identification figure, obtain the fault message；

S21, semantic analysis is carried out to fault message, finds corresponding fault solution；

S22, judge whether the matching value of corresponding fault solution and fault message reaches preset matching value；If so, Enter step S23；Otherwise, S24 is entered step；

S23, the corresponding fault solution of feedback to user；

S24, request manually solve after sale, and the fault solution typing Remote library that will manually solve after sale.

Specifically, for for general router ordinary user (to the user that network knowledge is known little about it), router Failure be difficult to describe for them, cannot also be formed with router technology support staff good and efficiently linked up, Many troubles are brought to maintenance work or even directly influence user experience.In addition, traditional scheme uses manually substantially Processing, treatment effeciency is slow, influences the troubleshooting experience of user.

The invention mainly comprises following key problems：

A. failure Quick Response Code how is generated, router can not connect public network when generally breaking down；

Solution：To realize this function, failure cache module is added in function module.May be used also for router The failure of more than public network, router first preserve failure Quick Response Code to local cache, by one people of user or rear personnel on sale Failure Quick Response Code is directly submitted to corporate server in configuration of routers webpage under guidance.Public network cannot be gone up for router Situation considers that, using wechat public platform, local cache failure Quick Response Code can be sent to wechat public platform by user.

B. which kind of failure Quick Response Code generated；

Solution：The failure Quick Response Code of generation carries the network rings such as product essential information, wan mouthfuls of states, wifi states Border information and user configuration information, in short, all information that failure can be helped to solve will carry.

C. how handling failure Quick Response Code；

Solution：The Remote library that server end pre-defines is established, it is general that this Remote library includes some After being parsed to failure Quick Response Code, relevant solution is found by matching for the corresponding solution of topic of corresponding, for The failure not having in Remote library, is manually solved, and solution is added to Remote library, this is remote in this way Journey experts database can increasingly enrich.

The device of the invention mainly includes following sections：Interactive interface, the generation of failure Quick Response Code and resolver, failure Handle experts database.

Interactive interface：Refer to the medium that user interacts with router, the present invention uses configuration of routers webpage and wechat Public platform is breaking down, when router can connect public network, user can be by the failure of router generation as interactive interface Quick Response Code submits to Remote library or after-sale service personnel by configuration of routers webpage, is breaking down, and router is not When can connect default network, can the failure Quick Response Code that router generates be submitted to by Remote by wechat public platform Library or after-sale service personnel, interactive interface can realize that chat type good with user is linked up, promote user experience.

Failure Quick Response Code generates and resolver：Failure two-dimension code generator is located at router, once breaking down, route Device can generate corresponding failure Quick Response Code, this failure Quick Response Code carries router manufacture information, network environment information and user and matches Confidence breath etc., this failure Quick Response Code refresh once for every 10 seconds, and the fault message for ensureing to carry every time is newest.

Failure Quick Response Code resolver is located at corporate server, for parsing the failure Quick Response Code that user sends over.

Remote library：Remote library is achieved with semantic analyzer, and carry out language is stored in semantic analyzer Justice analyzes required dictionary and corresponding troubleshooting strategy (troubleshooting scheme i.e. of the present invention).

Troubleshooting experts database is divided into local experts database and Remote library, and local experts database is located at router, can locate Some simple failures are managed, due to router flash, the limitation of memory size size, local experts database will not be very abundant.Far Journey experts database is located at corporate server, can be enriched using database or some software buildings with artificial intelligence powerful Troubleshooting experts database, and the function that this Remote library can have from Main classification and independently add, in this way, with Increasing for handling failure number, Remote library can become stronger and stronger.

The process of router failure processing is carried out by the present invention can be described as procedure below：

A. it is powered on to router, and using terminal, by wired or wireless connection router, user terminal can be by clear Look at device access router interactive interface (this is most basic setting)；

B. troubleshooting link is provided in the page, fault processing module can be clicked to enter when user encounters failure；

C. enter fault processing module and click generation failure Quick Response Code, when router can connect public network, prompt user Directly failure Quick Response Code is submitted to locally or remotely server in webpage.When router can not connect public network, user is prompted Failure Quick Response Code is taken with mobile phone and this failure Quick Response Code is sent to wechat public platform.

D. when the corresponding failure resolution policy of the faulty information of local experts database (fault solution i.e. of the present invention), then Remote library need not be committed to, directly returns to failure resolution policy to user interface.When local experts database does not have fault message During corresponding failure resolution policy, failure Quick Response Code is committed to Remote library, and then Remote library can parse failure QR code content searches for database, detects best troubleshooting strategy, and obtain fault message and troubleshooting strategy Matching value, when this matching value, which is met the requirements, reaches preset matching value, then directly return this troubleshooting strategy to use Family interface when this matching value is unsatisfactory for requiring, then contacts technical staff after sale and is manually solved, after artificial solve, by System maintenance personnel are by current failure and corresponding solution typing troubleshooting experts database.

At present, equipment generally encounters failure, and professional user can investigate failure using a key physical examination, but have User can then select directly to phone consulting personnel after sale, but he cannot describe clearly specific failure again, this is to after sale Personnel and user both sides bring many troubles and inconvenience.Though function as a key physical examination can be solved most of general General problem, such as the problems such as wan mouthfuls do not connect public network, and wifi is not turned on.But the problem of meeting some complexity, such as it is wide Ip with operator's offer has conflict or user to want to attempt the failure that some Premium Features as wireless extensions encounter. One key physical examination cannot may very accurately detected.It is an object of the present invention to overcome this problem, utilizes failure two dimension Code carries router manufacture information, network environment information and user configuration information etc., and fault message and routing are described without user Device manufacture information, network environment information and user configuration information etc., user need to only click a button generation failure Quick Response Code And submit, the present invention is (i.e. of the invention with local experts database (the second Mishap Database i.e. of the invention) and Remote library Fisrt fault database), more more complicated failures can be coped with, the present invention provides abundant powerful from perfect troubleshooting Troubleshooting has been divided into automatic and artificial troubleshooting by experts database in logic, and increasingly perfect with failure experts database, The failure of artificial treatment can be fewer and fewer.

The present invention obtains fault message by equipment self-inspection failure, according to fault message formed failure Quick Response Code, pass through by Failure Quick Response Code is uploaded to the Fisrt fault database of remote server, local the second Mishap Database or preset address, Can query facility failure formation the reason of and fault restoration strategy (the Fisrt fault database lookup including remote server arrives The troubleshooting scheme troubleshooting scheme that either local the second Mishap Database is found or technical staff after sale The fault solution of upload), so as to which fault restoration strategy is shown to user, user is instructed to exclude to repair failure, avoids wave Take manpower.In addition technical staff can be in equipment query failure when scene is gone to repair after sale, while passes through mobile phone etc. The failure Quick Response Code of mobile scanning terminal equipment generation, checks corresponding fault message and fault restoration strategy, is not in sentence Disconnected error so that the efficiency and accuracy rate for solving failure improve.Failure Quick Response Code is only illustrated herein, and other forms include Realization the present invention program of fault message and the failure identification figure of purpose, do not enumerate herein.

A kind of one embodiment of the fault processing system based on mark figure of the present invention, as shown in fig. 6, including：Equipment 100 and server 200；The equipment 100 includes：

First processor 110, judges whether itself breaks down, and when a failure occurs, obtains fault message and generates event Barrier mark figure；

First transceiver 120 sends the failure identification figure to server 200；

The server 200 includes：

Second transceiver 210 receives the failure identification figure；

Second processor 220 parses the failure identification figure, obtains the fault message；By the fault message with Fisrt fault database is matched, and judges whether matched and searched to corresponding troubleshooting scheme；The Fisrt fault data Library is the database that server 200 stores；

The second transceiver 210 when judging matched and searched to corresponding troubleshooting scheme, sends the failure Processing scheme is to the equipment 100.

Specifically, in the present embodiment, failure identification figure includes bar code, Quick Response Code etc..Due to failure identification figure Fault message is contained, therefore does not need to the failure that user considers how accurate, clear description equipment 100, it is only necessary to user The fault message generation failure identification figure of equipment 100 is sent to server 200, server 200 using equipment 100 After the failure identification figure for receiving the transmission of equipment 100, failure identification figure will be parsed, so as to obtain equipment 100 Fault message, server 200 matches fault message with the Fisrt fault database of itself, due to Fisrt fault number Include fault message and corresponding troubleshooting scheme according to library, therefore, if it is corresponding to find fault message after matching Troubleshooting scheme, server 200 will be sent in the troubleshooting scheme to the equipment 100 of user found, and user checks Troubleshooting scheme carries out corresponding troubleshooting operation according to troubleshooting scheme, solves the failure of equipment 100.

The present invention when equipment 100 detects failure, can active real-time collecting device 100 fault message, will therefore Hinder information generation failure identification figure, and failure identification figure is sent to server 200, avoid user's contact personnel after sale Fault condition is described, improves troubleshooting efficiency and accuracy, the service quality of the manufacture of lifting means 100 service provider is promoted The troubleshooting experience of user.In addition, since fault message is generated failure identification figure, it is out of order due to cannot intuitively see Information avoids and other cumbersome privacy informations is inputted as the prior art, protects privacy of user, not only so that event Barrier information can report in time, repair in time, further improve the quantity that failure reports, improve troubleshooting efficiency, also The privacy of user can be protected.

Preferably, the first processor 110 includes：

First acquisition module obtains the fault message, and obtains 100 information of equipment；100 information of equipment includes 100 status information of 100 identity information of equipment and equipment；

Generation module according to 100 information of the fault message and the equipment, generates the failure identification figure；

Specifically, in the present embodiment, 100 identity information of equipment includes 100 identification information of Business Information and/or equipment；If Standby 100 status informations include in network environment information, user configuration information, 100 information about power of equipment any one or it is more Kind.The MAC Address of 100 identification information of equipment including equipment 100, model of equipment 100 etc., Business Information includes factory Family information or sales platform information etc..100 information of equipment and fault message set are generated failure identification figure by the present invention Shape is capable of the equipment 100 of positioning failure rapidly, moreover it is possible to find corresponding troubleshooting scheme according to fault message rapidly, carry Rise the efficiency of troubleshooting.

Preferably, the first processor 110 further includes：

Storage module stores the failure identification figure to local；

Parsing module parses the failure identification figure, obtains the fault message；

The fault message with second Mishap Database is matched, judged whether from institute by the first judgment module The second Mishap Database matched and searched is stated to corresponding troubleshooting scheme；Second Mishap Database is local for equipment 100 The database of storage；

Display module, when judging from the second Mishap Database matched and searched to corresponding troubleshooting scheme, institute It states equipment 100 and shows the troubleshooting scheme；

The first transceiver 120, when judge from the second Mishap Database matched and searched less than corresponding failure at During reason scheme, the failure identification figure is sent to the server 200.

Specifically, in the present embodiment, failure identification graphics cache is local to equipment 100, equipment 100 itself parsing event Barrier mark figure, obtains fault message, when the corresponding failure of information faulty in the second local Mishap Database of equipment 100 During processing scheme, do not need to be committed to long-range server 200, it directly will be in the second local Mishap Database of slave device 100 The troubleshooting scheme found is back to user interface and is shown.The present invention is by the way that failure identification figure is stored It is cached to equipment 100 is local, the operation that failure identification figure is sent to server 200 can be reduced, only in equipment 100 When locally cannot find corresponding troubleshooting scheme, just ask to search troubleshooting scheme, Neng Goujie to server 200 Save the call duration time that equipment 100 is interacted with server 200, the troubleshooting efficiency of lifting means 100, so as to fast Speed solves the failure of equipment 100, greatly improves the normal use time of equipment 100, and then be effectively guaranteed equipment 100 Stability, the failure for reducing user solves to spend the time, promotes the usage experience of user.

Preferably, the first processor 110 further includes：

Second judgment module, judges whether itself can connect default network；

The first transceiver 120, when judging that itself can connect default network, sent by first page described in Failure identification figure is to the server 200；

When judging that itself can not connect default network, institute is sent by second page for the first transceiver 120 Failure identification figure is stated to the server 200.

Specifically, in the present embodiment, when equipment 100 judges to break down, and according to fault message and equipment 100 believed Breath after generating failure identification figure, needs to judge whether equipment 100 itself can connect default network, the net that the present invention connects Network is public network (also referred to as outer net), if it is possible to the default network of connection, equipment 100 just by first page (equipment 100 Control the page) send failure identification figure to server 200.If default network can not be connected, equipment 100 just passes through Two pages (the human-computer interaction page of chat software) send failure identification figure to server 200.The present invention is according to equipment 100 The situation of default network whether can be connected, is sent respectively by the failure identification figure that different modes generates equipment 100 To server 200, it can ensure that server 200 can in real time, accurately get the failure identification figure of equipment 100, just Obtain fault message after server 200 is parsed the failure identification figure obtained in real time, so as to according to fault message from The Fisrt fault database search at 200 end of server finds corresponding troubleshooting scheme.If due to cannot be effectively real When failure identification figure is sent to server 200, server 200 will judge that equipment 100 is in unfaulty conditions, therefore Failure identification figure is sent to by server 200 by different modes, the real-time of failure solution and reliable can be promoted Property, the failure for accelerating equipment 100 solves efficiency, promotes the usage experience of user.

Preferably, the second processor 220 includes：

The fault message with Fisrt fault database is matched, obtains corresponding troubleshooting side by processing module The matching value of case and the troubleshooting scheme；

Third judgment module, judges whether the matching value reaches preset matching value；

The second transceiver 210 when the matching value reaches preset matching value, sends the troubleshooting scheme To the equipment 100；

The second transceiver 210, when the matching value is not up to preset matching value, transmission includes failure identification figure The solicited message of shape receives the fault solution returned according to solicited message, and send the failure and solve to preset address Scheme is to the equipment 100；

Update module updates the Fisrt fault database according to the fault solution.

Specifically, in the present embodiment, server 200 receives and parses failure identification figure, after obtaining fault message, Fault message is compared server 200 with the Fisrt fault database at 200 end of server, not only to find correspondence Troubleshooting scheme, also to obtain troubleshooting scheme and solve fault message according to troubleshooting scheme and fault message Matching degree, matching degree is higher, illustrates that the success rate of the failure of troubleshooting scheme solution equipment 100 is higher.Therefore, it is obtaining When obtaining matching degree, it is also necessary to judge whether matching value reaches preset matching value, if matching value reaches preset matching value, card Bright troubleshooting scheme can solve the failure of equipment 100；If matching value is not up to preset matching value, illustrate not find event The corresponding troubleshooting scheme of barrier information or the corresponding troubleshooting scheme of fault message found cannot solve equipment 100 Failure, therefore server 200 need to send include the solicited message of failure identification figure to preset address (after sale personnel or The contact address of technical staff, such as the mailbox of personnel or technical staff, wechat after sale), the owning user of preset address After (such as personnel or technical staff after sale) receive solicited message, the failure identification figure in resolution request message is carried out, then Fault solution is obtained, fault solution is uploaded to server 200 by owning user, and server 200 is solved according to failure The Fisrt fault database at 200 end of scheme update server, and server 200 sends fault solution to equipment 100. The present invention corresponds to the troubleshooting scheme of fault message according to Fisrt fault database intellectual search matching, if searched not To corresponding troubleshooting scheme, additionally it is possible to include the solicited message of failure identification figure, such energy to preset address transmission 100 failure problems of equipment of enough guarantee users are solved, timely 100 failure of remover apparatus, promote the usage experience of user.

Since equipment 100 is feature-rich various, fault diagnosis difficulty is bigger, is generally both needed to experience than more rich member Work solves to handle, and causes human cost higher；And when on-site service personnel is unfamiliar with business or uncomprehending situation Under, the efficiency solved the problems, such as can be made to become than relatively low, while also cause the accuracy rate of repair not high enough or even will appear preparation Insufficient or error in judgement situation, results in greater loss.It, can be the present invention is based on the fault handling method of artificial intelligence When detecting that equipment 100 breaks down, capture equipment 100 the problem of state, and decision problem state be network environment problem Or during system mistake problem, the failure Quick Response Code of network environment problem or system mistake problem is generated, and uploads failure Quick Response Code Fisrt fault database to remote server 200, local the second Mishap Database or preset address parse failure two Code is tieed up to obtain corresponding fault message, and obtains the corresponding troubleshooting scheme of fault message or failure solution party Case, and according to troubleshooting scheme or fault solution adjusting device 100, can quickly be diagnosed to be the event of equipment 100 Hinder information, and can by within the extremely short time be directed to fault message reparation, remover apparatus 100 failure so that equipment 100 The more easy care become, greatly reduces the paralysis, crash, repair rate of equipment 100, makes user in low-down learning cost In use well, maintained equipment 100, improve user experience.

A kind of one embodiment of the fault processing system based on mark figure of the present invention, as shown in fig. 6, including：Equipment 100th, mobile terminal 300 and server 200；The equipment 100 includes：

First transceiver 120 sends the failure identification figure to mobile terminal 300；

The mobile terminal 300 includes：

Third transceiver 310 receives and forwards the failure identification figure to the server 200；

The server 200 includes：

Second transceiver 210 receives the failure identification figure；

Specifically, in the present embodiment, for the scene reported using failure identification figure progress failure, the present invention is at least It can include the following two kinds application scenarios：

In the first application scenarios, equipment 100 by failure identification pattern exhibition to user while, can will will therefore Barrier mark figure is sent to server 200.After server 200 receives failure identification figure, according in failure identification figure Fault message, corresponding with fault message troubleshooting scheme is searched in the Fisrt fault database of storage.Specific real In existing, various types of fault messages and corresponding troubleshooting are previously stored in the Fisrt fault database of server 200 Scheme, server 200 match fault message, search corresponding troubleshooting scheme.In second of application scenarios, Failure identification figure can be sent to contact staff or the mobile terminal 300 residing for developer, customer service people by server 200 Member or developer residing for mobile terminal 300 by failure identification pattern exhibition to contact staff or developer, then customer service Personnel or developer analyze failure identification figure, obtain fault solution, and fault solution is passed through contact staff Or the mobile terminal 300 residing for developer is sent to server 200, server 200 updates first according to fault solution Mishap Database.

For example, router obtains the Network status of itself in real time, for example network speed a moment declines suddenly, directly makes There is interim card into user's online, preliminary analysis is router network environmental problem, can obtain fault message at this time, so as to raw Into failure identification figure, router sends failure identification figure to server 200, clothes by first page or second page Business device 200 parses the fault handling information that fault information analysis obtains, and is sent to mobile terminal 300, mobile terminal 300 receives And show fault handling information, it is proposed that user's restarter etc..

For example, air-conditioning obtains the operating status of itself in real time, monitor whether itself breaks down, if there is failure, root Failure identification figure is generated according to fault message, by the Fisrt fault number that failure identification figure is uploaded to remote server 200 According to library, local the second Mishap Database or preset address, can the formation of 100 failure of query facility the reason of and fault restoration Strategy (the troubleshooting scheme or the second event of local that the Fisrt fault database lookup including remote server 200 arrives The troubleshooting scheme that barrier database lookup arrives or the fault solution that technical staff uploads after sale), thus by failure Correcting strategy is shown to user, and user is instructed to exclude to repair failure, avoids waste of manpower.In addition technical staff is going to after sale Scene can inquire failure, while generate by 300 scanning device 100 of the mobile terminals such as mobile phone when repairing in equipment 100 Failure identification figure, check corresponding fault message and fault restoration strategy, be not in error in judgement so that solve therefore The efficiency and accuracy rate of barrier improve, and technical staff checks the failure mark of the generation of equipment 100 by mobile terminal 300 after sale Know figure, even if some Large Central Air Conditioning Systems are mounted on the bad places of communication network signals such as basement, lead to the nothing of air-conditioning When line communication module can not identify figure to 200 reporting fault of remote server in time sometimes, technical side provided by the invention Case using mobile terminal 300 to 200 reporting fault of remote server can be identified and schemed by the form of failure identification figure Shape because mobile terminal 300 is easy to carry, can easily shift one's position to search the preferable position of communication network signal, because This, can successfully realize the connection with remote server 200, final to obtain being repaiied including failure for the transmission of remote server 200 The feedback information of multiple strategy, convenient for air-conditioning scene technical staff after sale checks and carries out maintenance work in time.Therefore, using this The technical solution provided is provided, air-conditioner set scene 100 troubleshooting effort of personnel equipment after sale can be made in time, so as to have Effect ground promotes the service experience of user.

The present invention can be suitable for intelligent electric lamp, intelligent electric cooker etc. the equipment without input interface, avoid existing intelligence Mesh dependence existing for energy diagnostic techniques, therefore the good reliability of the present invention, and it is easy to operate, quick, it is appropriate for scale It promotes and applies.

In above-mentioned all embodiments, failure identification figure includes one-dimension code, Quick Response Code etc..The lattice of failure identification figure Formula is preferably Quick Response Code, because Quick Response Code density of encoding is high, information capacity is big, and coding range is wide, can include picture, sound, Word, signature, fingerprint etc. can be carried out with digitized information, and coding is at low cost, easily be made, durable.Upload process channel Failure, information interaction amount is little, can accurately and timely orient the specific location of network internal channel failure, so as to fulfill Rapidly removing faults reduce the purpose of service damage, while ability to work and the shadow of network performance to equipment 100 as possible Ring also very little.

It should be noted that above-described embodiment can be freely combined as needed.The above is only the preferred of the present invention Embodiment, it is noted that for those skilled in the art, in the premise for not departing from the principle of the invention Under, several improvements and modifications can also be made, these improvements and modifications also should be regarded as protection scope of the present invention.

Claims

1. a kind of fault handling method based on mark figure, which is characterized in that including step：

S100 equipment judges whether itself breaks down；If so, enter step S200；

Server described in S500 matches the fault message with Fisrt fault database, judge whether matched and searched to pair The troubleshooting scheme answered；The Fisrt fault database is the database of server storage；If so, enter step S600；

Server described in S600 sends the troubleshooting scheme to the equipment.

2. the fault handling method according to claim 1 based on mark figure, which is characterized in that the step S200 packets Include step：

Equipment described in S201 obtains the fault message, and obtains facility information；The facility information includes equipment identity information And status information of equipment；

Wherein, the equipment identity information includes Business Information and/or equipment identification information；The status information of equipment includes net Any one or more in network environmental information, user configuration information, equipment information about power.

3. it is according to claim 1 based on mark figure fault handling method, which is characterized in that the step S200 it Afterwards, step is included before S300：

Equipment described in S230 matches the fault message with second Mishap Database, judges whether that matched and searched arrives Corresponding troubleshooting scheme；Second Mishap Database database locally-stored for equipment；If so, it enters step S240；Otherwise, S300 is entered step；

Equipment described in S240 shows the troubleshooting scheme.

4. the fault handling method according to claim 1 based on mark figure, which is characterized in that the S300 includes step Suddenly：

Equipment described in S310 judges whether itself can connect default network；If so, enter step S310；Otherwise, it enters step S320；

5. according to fault handling method of the claim 1-4 any one of them based on mark figure, which is characterized in that the step Rapid S500 includes step：

Server described in S510 matches the fault message with Fisrt fault database, obtains corresponding troubleshooting side The matching value of case and the troubleshooting scheme；

Server described in S520 judges whether the matching value reaches preset matching value；If so, enter step S600；Otherwise, into Enter step S530；

The fault solution that server reception described in S540 is returned according to solicited message, updates according to the fault solution The Fisrt fault database；

Server described in S550 sends the fault solution to the equipment.

6. a kind of fault processing system based on mark figure, which is characterized in that including：Equipment and server；The equipment packet It includes：

First processor, judges whether itself breaks down, and when a failure occurs, obtains fault message and generates failure identification figure Shape；

First transceiver sends the failure identification figure to server；

The server includes：

Second transceiver receives the failure identification figure；

Second processor parses the failure identification figure, obtains the fault message；By the fault message and Fisrt fault Database is matched, and judges whether matched and searched to corresponding troubleshooting scheme；The Fisrt fault database is service The database of device storage；

The second transceiver when judging matched and searched to corresponding troubleshooting scheme, sends the troubleshooting scheme To the equipment.

7. the fault processing system according to claim 6 based on mark figure, which is characterized in that the first processor Including：

First acquisition module obtains the fault message, and obtains facility information；The facility information includes equipment identity information And status information of equipment；

Generation module according to the fault message and the facility information, generates the failure identification figure；

8. the fault processing system according to claim 6 based on mark figure, which is characterized in that the first processor It further includes：

Storage module stores the failure identification figure to local；

First judgment module matches the fault message with second Mishap Database, judges whether from described Two Mishap Database matched and searcheds are to corresponding troubleshooting scheme；Second Mishap Database number locally-stored for equipment According to library；

Display module, it is described to set when judging from the second Mishap Database matched and searched to corresponding troubleshooting scheme It is standby to show the troubleshooting scheme；

The first transceiver, when judging from the second Mishap Database matched and searched less than corresponding troubleshooting scheme When, the failure identification figure is sent to the server.

9. the fault processing system according to claim 6 based on mark figure, which is characterized in that the first processor It further includes：

Second judgment module, judges whether itself can connect default network；

When judging that itself can connect default network, the failure identification is sent by first page for the first transceiver Figure is to the server；

When judging that itself can not connect default network, the failure mark is sent by second page for the first transceiver Figure is known to the server.

10. according to fault processing system of the claim 6-9 any one of them based on mark figure, which is characterized in that described Second processor includes：

Processing module matches the fault message with Fisrt fault database, obtain corresponding troubleshooting scheme and The matching value of the troubleshooting scheme；

The second transceiver when the matching value reaches preset matching value, sends the troubleshooting scheme and is set to described It is standby；

The second transceiver when the matching value is not up to preset matching value, sends the request for including failure identification figure Information receives the fault solution returned according to solicited message, and send the fault solution to institute to preset address State equipment；

Update module updates the Fisrt fault database according to the fault solution.

11. a kind of fault processing system based on mark figure is based on mark figure using claim 1-5 any one of them Fault handling method, which is characterized in that including：Equipment, mobile terminal and server；The equipment includes：

First transceiver sends the failure identification figure to the mobile terminal；

The mobile terminal includes：

Third transceiver receives and forwards the failure identification figure to the server；

The server includes：

Second transceiver receives the failure identification figure；