WO2017092268A1 - 终端故障处理方法、装置及*** - Google Patents

终端故障处理方法、装置及*** Download PDF

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Publication number
WO2017092268A1
WO2017092268A1 PCT/CN2016/084465 CN2016084465W WO2017092268A1 WO 2017092268 A1 WO2017092268 A1 WO 2017092268A1 CN 2016084465 W CN2016084465 W CN 2016084465W WO 2017092268 A1 WO2017092268 A1 WO 2017092268A1
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WIPO (PCT)
Prior art keywords
fault
terminal
information
file
server
Prior art date
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PCT/CN2016/084465
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English (en)
French (fr)
Inventor
姜国定
康君平
Original Assignee
深圳Tcl数字技术有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 深圳Tcl数字技术有限公司 filed Critical 深圳Tcl数字技术有限公司
Priority to US15/781,066 priority Critical patent/US20180359140A1/en
Priority to EP16869582.3A priority patent/EP3386150B1/en
Publication of WO2017092268A1 publication Critical patent/WO2017092268A1/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0686—Additional information in the notification, e.g. enhancement of specific meta-data
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L43/00—Arrangements for monitoring or testing data switching networks
    • H04L43/08—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
    • H04L43/0805—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability
    • H04L43/0817—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking functioning

Definitions

  • the present invention relates to the field of terminal technologies, and in particular, to a terminal fault processing method, apparatus, and system.
  • the main purpose of the present invention is to provide a terminal fault processing method, device and system, which aim to solve the technical problem of low efficiency of existing terminal fault processing.
  • the present invention provides a terminal fault processing method, and the terminal fault processing method includes the following steps:
  • the terminal When detecting the fault, the terminal acquires the current fault code according to the preset fault code table;
  • Calling the fault active reporting interface to send the fault information, the fault file, and the identifier information of the terminal to the server, where the server saves the fault information, the fault file, and the identifier information of the terminal, where the fault file is associated Includes log file files.
  • the calling fault active reporting interface sends the fault information, the fault file, and the identifier information of the terminal to the server, where the server saves the fault information, the fault file, and the identifier information of the terminal.
  • the server saves the fault information, the fault file, and the identifier information of the terminal.
  • the fault file is sent to the server, so that the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the method further includes:
  • the fault file is deleted when receiving the save success message sent by the server.
  • the step of generating fault information according to the fault code comprises:
  • the fault type is a system fault
  • acquiring a fault application package name corresponding to the system fault and generating the fault information by using the fault application package name and the fault code
  • the fault code is used as the fault information.
  • the present invention further provides a terminal fault processing apparatus, where the terminal fault processing apparatus includes:
  • the acquiring module is configured to: when the terminal detects the fault, obtain the current fault code according to the preset fault code table;
  • Generating a module configured to generate fault information according to the fault code
  • a sending module configured to send the fault information, the fault file, and the identifier information of the terminal to the server, where the server saves the fault information, the fault file, and the identifier information of the terminal, where
  • the fault file includes a log file.
  • the sending module is configured to:
  • the fault file is sent to the server, so that the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the terminal fault processing device further includes:
  • a deleting module configured to delete the fault file when receiving the save success message sent by the server.
  • the generating module comprises:
  • a determining unit configured to determine a fault type of the fault
  • a generating unit configured to acquire a fault application package name corresponding to the system fault when the fault type is a system fault, and generate the fault information by using the fault application package name and the fault code; if the fault type is an application fault, The fault code is used as fault information.
  • the present invention further provides a terminal fault processing system, where the terminal fault processing system includes a terminal and a server, where:
  • the terminal is configured to acquire a current fault code according to a preset fault code table when the fault is detected, and generate fault information according to the fault code; and call the fault active reporting interface to send the fault information, the fault file, and the terminal. Identifying information to the server;
  • the server is configured to save the fault information, the fault file, and the identifier information of the terminal in association with the fault information, the fault file, and the identifier information of the terminal that are sent by the terminal.
  • the server is for:
  • the terminal When receiving the fault information sent by the terminal and the identifier information of the terminal, if the fault information and the identifier information of the terminal are not stored, or the fault time of the fault information and the currently received fault The time difference between the fault times of the information is greater than the preset duration threshold, and the response message for uploading the fault file is sent to the terminal, so that the terminal feeds back the fault file;
  • the fault file When the fault file is received, the fault file is saved in association with the fault information and the identifier information of the terminal.
  • the terminal fault processing method, device and system provided by the present invention when detecting a fault, the terminal calls the fault active reporting interface to send the fault information corresponding to the fault, the fault file and the identifier information of the terminal to the server, and the server will receive the fault information.
  • the fault information, the fault file, and the identification information of the terminal are saved in association. The engineer does not need to analyze and handle the fault according to the experience. After logging in to the server, the fault information, the fault file, and the identification information of the terminal can be accurately located to locate the terminal. Faults, fault handling, therefore, improve troubleshooting efficiency.
  • FIG. 1 is a schematic flowchart of a first embodiment of a method for processing a terminal fault according to the present invention
  • FIG. 2 is a schematic diagram of a refinement process of sending a fault information, a fault file, and identifier information of a terminal to a server by using a faulty active reporting interface in a second embodiment of the method for processing a terminal fault according to the present invention
  • FIG. 3 is a schematic diagram of functional modules of a first embodiment of a terminal fault processing apparatus according to the present invention.
  • FIG. 4 is a schematic structural diagram of a terminal fault processing system according to the present invention.
  • FIG. 1 is a schematic flowchart diagram of a first embodiment of a terminal fault processing method according to the present invention.
  • the terminal fault processing method includes the following steps:
  • Step S10 When detecting the fault, the terminal acquires the current fault code according to the preset fault code table;
  • Step S20 generating fault information according to the fault code
  • the terminal in the present invention includes, but is not limited to, a smart TV, a smart phone, and the like.
  • the fault code table of the terminal is preset, and each fault of the terminal is uniformly represented by a fault code.
  • the fault code format uses a 32-bit format, with the upper 16 bits representing the module number and the lower 16 bits representing the exception number.
  • the Audio module is represented by 0x0003
  • the Launcher module is represented by 0x0010
  • the player module is represented by 0x0020.
  • the exception number represents the fault of the module. Different faults are represented by different exception numbers. However, the same exception number can be used to represent different faults of different modules.
  • the exception number 0x0001 represents an illegal parameter.
  • the exception number 0x0001 represents the version is low;
  • the exception number 0x0001 represents the format is not supported, that is, the fault code 0x00030001 represents the audio module parameter is an illegal parameter, and the fault code 0x00100001 represents the lower version of the Launcher module.
  • the fault code 0x00200001 represents that the player module format is not supported.
  • the fault code table is preloaded in the terminal.
  • the fault processing method table corresponding to the fault code table is further set in advance, and the fault processing method corresponding to each fault code is set.
  • the fault handling method corresponding to the fault code 0x00030001 is "transfer development: [email protected] processing", and the terminal fault is transferred to the designated personnel for processing;
  • the fault processing method corresponding to the fault code 0x00100001 is "download the latest version from the application store”
  • the fault handling method corresponding to fault code 0x00200001 is "Upgrade system version to latest version”.
  • the terminal When the terminal detects the fault, the terminal obtains the fault code corresponding to the fault according to the fault code table. For example, when the Audio module parameter is an illegal parameter fault, the fault code 0x00030001 is obtained; when the Launcher module version has a low fault, the fault code is obtained. 0x00100001; When the player module format does not support the fault, the fault code 0x00200001 is obtained.
  • the terminal generates fault description information corresponding to the fault code according to the obtained fault code, and generates fault information corresponding to the fault according to the fault code and the fault description information.
  • the fault file corresponding to the fault is obtained, including a log file, a configuration file, and the like.
  • step S30 the fault active reporting interface is sent to send the fault information, the fault file, and the identifier information of the terminal to the server, so that the server associates the fault information, the fault file, and the identifier information of the terminal.
  • the terminal saves the identification information of the terminal such as the terminal model number and the terminal ID number.
  • the terminal invokes the fault active information reporting interface to send the obtained fault information and the fault file, and the identifier information of the terminal to the corresponding server.
  • the fault active reporting interface is sent to send the fault information, the fault file, and the identifier information of the terminal to the fault active reporting service message queue, and the fault information, the fault file, and the identifier information of the terminal are passed through the fault active reporting service message queue.
  • HTTP POST is reported to the server.
  • the server When receiving the fault information, the fault file, and the identifier information of the terminal, the server associates the fault information, the fault file, and the identifier information of the terminal. Preferably, the server also saves a fault code table and a corresponding fault handling method table. After that, the engineer logs in to the server, and can view the faulty terminal by viewing the saved terminal identification information. Based on the fault code table, the fault information and the fault file can be accurately located to analyze the fault of the terminal, and can also be processed according to the fault.
  • the method table obtains a method for handling the fault.
  • the terminal when detecting the fault, acquires the current fault code according to the preset fault code table, generates fault information, and invokes the fault active reporting interface to send the fault information, the fault file, and the identifier information of the terminal to the fault information.
  • the server and the server associate the received fault information, the fault file, and the identification information of the terminal. Therefore, after the engineer logs in to the server, the fault information, the fault file, and the identification information of the terminal can be accurately located to locate the terminal. Faults, thus troubleshooting, improve the efficiency of troubleshooting. At the same time, the effect of remotely troubleshooting the terminal is realized, and the user experience is improved.
  • the step S30 includes:
  • Step S31 the fault active reporting interface is sent to send the fault information and the identifier information of the terminal to the server, where the server does not have the fault information and the identifier information of the terminal, or the server stores
  • the response message of the uploading fault file is fed back when the time difference between the fault time of the fault information and the fault time of the currently received fault information is greater than the preset duration threshold;
  • the failure information, the failure file, and the identification information of the terminal are transmitted to the server.
  • the server load is excessive.
  • the terminal when the terminal acquires the fault information and the fault file corresponding to the fault, the terminal invokes the fault active reporting interface to first send only the fault information and the identifier information of the terminal to the server. .
  • the fault active reporting interface is sent to send the fault information and the identifier information of the terminal to the fault active reporting service message queue, and the fault active reporting service message queue passes the fault information and the identifier information of the terminal through HTTP.
  • POST is reported to the server.
  • the server When receiving the fault information and the identifier information of the terminal, the server queries whether the fault information and the identifier information of the terminal are stored. When it is found that the fault information and the identifier information of the terminal are not stored, it indicates that the terminal has not sent the fault information corresponding to the same fault, the identifier information of the terminal, and the fault file.
  • the server saves the fault information and the identifier information of the terminal. For example, the fault information and the identifier information of the terminal may be saved in a database. Then, the terminal sends back a response message for uploading the fault file. For example, the upload fault file corresponding identifier 1 is set in advance, and the fault file corresponding identifier 0 is not uploaded.
  • the server After the server saves the fault information and the identifier information of the terminal, the server feeds back a response message carrying the identifier 1 to the terminal.
  • the terminal When the fault information and the identifier information of the terminal are found, the terminal has sent the fault information corresponding to the same fault, the identifier information of the terminal, and the fault file.
  • the server may save the received fault information and the identifier information of the terminal in the database, and then feed back to the terminal a response message that does not upload the fault file, for example, feed back a response message carrying the identifier 0 to the terminal.
  • the server may not directly save the received fault information and the identification information of the terminal, and directly feed back to the terminal a response message that the fault file is not uploaded.
  • the fault information corresponding to the terminal fault further includes a fault time.
  • the terminal may perform system update and version upgrade during the process. For the same fault, the system obtains the fault file corresponding to the fault and the system update, and the terminal obtains the fault file corresponding to the fault after the system is upgraded. different.
  • the server queries the identifier information and the identifier information of the terminal, indicating that the terminal has sent the fault corresponding to the fault. The fault information, the identification information of the terminal, and the fault file are obtained. At this time, the server feeds back to the terminal a response message that the fault file is not uploaded.
  • a preset duration threshold is set in advance.
  • the preset duration threshold may be set to 1 week duration.
  • the server can feed back to the terminal a response message that does not upload the fault file.
  • the time difference between the failure time of the stored fault information and the fault time of the currently received fault information is greater than the preset duration threshold, it indicates that the terminal has had the same fault last time for some time, and the server saves The fault file corresponding to the fault may be different from the fault file corresponding to the fault currently acquired by the terminal.
  • the server saves the received fault information, the fault time, and the identifier information of the terminal.
  • the server deletes the fault information, the fault time, the fault file, and the identifier information of the terminal that are saved before.
  • the server feeds back the response message of the upload fault file.
  • Step S32 When receiving the response message, send the fault file to the server, so that the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the terminal When the terminal receives the response message of the upload failure file fed back by the server, the terminal sends the fault file corresponding to the fault to the server.
  • the fault file corresponding to the fault is compressed and packaged and then passed through HTTP. POST is sent to the server.
  • the server When receiving the fault file, the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the server saves the storage address of the fault file in the database in which the fault information and the identification information of the terminal are saved. After the server saves the fault file and the fault information and the identifier information of the terminal, the server feeds back the save success message to the terminal.
  • the method further includes:
  • Step a deleting the fault file when receiving the save success message sent by the server.
  • the terminal After the server returns the save success message to the terminal, after the terminal receives the save success message, that is, after the fault file is successfully saved in the server, the terminal deletes the fault file in the terminal. Thereby the terminal gets more storage space.
  • step S20 includes:
  • Step b determining a fault type of the fault
  • Step c when the fault type is a system fault, acquiring a fault application package name corresponding to the system fault, and generating the fault information by using the fault application package name and the fault code;
  • step d if the fault type is an application fault, the fault code is used as the fault information.
  • Terminal failures usually include two types of system failures and application failures.
  • the terminal determines the fault type of the fault while obtaining the current fault code according to the preset fault code table. If the fault type is a system fault, the fault information corresponding to the system fault includes the fault code, the fault description information, and the fault application package name that causes the system fault. If the fault type is an application fault, the fault information corresponding to the application fault includes a fault code and a fault description information. Therefore, when the terminal determines that the fault is a system fault, the terminal further acquires a fault application package name corresponding to the system fault, and generates the fault information by using the fault application package name and the fault code. If the fault type is an application fault, the fault code is used as the fault information.
  • the accurate location analysis can be performed through the fault information, and the positioning analysis fault does not need to be performed according to the fault file. Therefore, engineers can pre-set whether various application failures need to send a fault file to the server.
  • the terminal detects that the fault type is an application fault, if the application fault does not need to send the fault file to the server, the terminal directly sends the fault information corresponding to the application fault and the identifier information of the terminal to the server for storage. The engineer can process the application fault of the terminal according to the saved fault information and the identification information of the terminal.
  • the terminal invokes the fault active reporting interface to first send the fault information and the identifier information of the terminal to the server, and after receiving the fault information and the identifier information of the terminal, the server detects that the fault information does not exist and When the identification information of the terminal, or when the time difference between the failure time of the fault information stored by the server and the failure time of the currently received fault information is greater than the preset duration threshold, the server feeds back to the terminal the response of uploading the fault file.
  • the terminal when receiving the response message for uploading the fault file, the terminal sends the fault file to the server, and the server saves the fault file with the fault information and the identifier information of the terminal, and solves the problem that the fault file is sent to the server every time the fault occurs, resulting in the server load. Too big a problem.
  • FIG. 3 is a schematic diagram of functional modules of a first embodiment of a terminal fault processing apparatus according to the present invention.
  • the terminal fault processing apparatus includes:
  • the obtaining module 10 is configured to: when the terminal detects the fault, obtain the current fault code according to the preset fault code table;
  • a generating module 20 configured to generate fault information according to the fault code
  • the terminal in the present invention includes, but is not limited to, a smart TV, a smart phone, and the like.
  • the fault code table of the terminal is preset, and each fault of the terminal is uniformly represented by a fault code.
  • the fault code format uses a 32-bit format, with the upper 16 bits representing the module number and the lower 16 bits representing the exception number.
  • the Audio module is represented by 0x0003
  • the Launcher module is represented by 0x0010
  • the player module is represented by 0x0020.
  • the exception number represents the fault of the module. Different faults are represented by different exception numbers. However, the same exception number can be used to represent different faults of different modules.
  • the exception number 0x0001 represents an illegal parameter.
  • the exception number 0x0001 represents the version is low;
  • the exception number 0x0001 represents the format is not supported, that is, the fault code 0x00030001 represents the audio module parameter is an illegal parameter, and the fault code 0x00100001 represents the lower version of the Launcher module.
  • the fault code 0x00200001 represents that the player module format is not supported.
  • the fault code table is preloaded in the terminal.
  • the fault processing method table corresponding to the fault code table is further set in advance, and the fault processing method corresponding to each fault code is set.
  • the fault handling method corresponding to the fault code 0x00030001 is "transfer development: [email protected] processing", and the terminal fault is transferred to the designated personnel for processing;
  • the fault processing method corresponding to the fault code 0x00100001 is "download the latest version from the application store”
  • the fault handling method corresponding to fault code 0x00200001 is "Upgrade system version to latest version”.
  • the obtaining module 10 obtains the fault code corresponding to the fault according to the fault code table. For example, when the Audio module parameter is an illegal parameter fault, the fault code 0x00030001 is obtained; when the Launcher module version has a low fault, the acquiring module obtains the fault code. Fault code 0x00100001; When the player module format does not support the fault, the fault code 0x00200001 is obtained. At the same time, the obtaining module 10 obtains the fault file corresponding to the fault, including a log file, a configuration file, and the like. The generating module 20 generates fault description information corresponding to the fault code according to the acquired fault code, and generates fault information corresponding to the fault according to the fault code and the fault description information.
  • the generating module 20 generates fault description information corresponding to the fault code according to the acquired fault code, and generates fault information corresponding to the fault according to the fault code and the fault description information.
  • the sending module 30 is configured to call the fault active reporting interface to send the fault information, the fault file, and the identifier information of the terminal to the server, so that the server associates the fault information, the fault file, and the identifier information of the terminal.
  • the terminal saves the identification information of the terminal such as the terminal model number and the terminal ID number.
  • the sending module 30 calls the fault active reporting interface to send the obtained fault information and the fault file, and the identifier information of the terminal to the corresponding server.
  • the sending module 30 calls the fault active reporting interface to send the fault information, the fault file, and the identifier information of the terminal to the fault active reporting service message queue, and the fault information, the fault file, and the terminal are successfully reported to the service message queue through the fault. Identification information via HTTP POST is reported to the server.
  • the server When receiving the fault information, the fault file, and the identifier information of the terminal, the server associates the fault information, the fault file, and the identifier information of the terminal. Preferably, the server also saves a fault code table and a corresponding fault handling method table. After that, the engineer logs in to the server, and can view the faulty terminal by viewing the saved terminal identification information. Based on the fault code table, the fault information and the fault file can be accurately located to analyze the fault of the terminal, and can also be processed according to the fault.
  • the method table obtains a method for handling the fault.
  • the acquiring module 10 obtains the current fault code according to the preset fault code table, and after the generating module 20 generates the fault information according to the fault code, the sending module 30 calls the fault active reporting interface to locate the fault information, the fault file, and the fault information.
  • the identification information of the terminal is sent to the server, and the server saves the received fault information, the fault file, and the identification information of the terminal. Therefore, after the engineer logs in to the server, the fault information, the fault file, and the identification information of the terminal can be saved according to the association. Accurately locate the fault of the terminal, thereby performing fault processing and improving fault handling efficiency. At the same time, the effect of remotely troubleshooting the terminal is realized, and the user experience is improved.
  • the sending module 30 is configured to:
  • the fault file is sent to the server, so that the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the sending module 30 each time the terminal is in a failure, the sending module 30 sends the fault information, the fault file, and the identification information of the terminal to the server. Considering the system storage capacity of the server, the server load is too large. . In order to avoid this problem, based on the first embodiment, in the present embodiment, when the fault information and the fault file corresponding to the fault are acquired, the sending module 30 calls the fault active reporting interface to first send only the fault information and the identifier information of the terminal to the fault information. server. For example, the sending module 30 calls the fault active reporting interface to send the fault information and the identifier information of the terminal to the fault active reporting service message queue, and the fault active reporting service message queue passes the fault information and the identifier information of the terminal through HTTP. POST is reported to the server.
  • the server When receiving the fault information and the identifier information of the terminal, the server queries whether the fault information and the identifier information of the terminal are stored. When it is found that the fault information and the identifier information of the terminal are not stored, it indicates that the terminal has not sent the fault information corresponding to the same fault, the identifier information of the terminal, and the fault file.
  • the server saves the fault information and the identifier information of the terminal. For example, the fault information and the identifier information of the terminal may be saved in a database. Then, the terminal sends back a response message for uploading the fault file. For example, the upload fault file corresponding identifier 1 is set in advance, and the fault file corresponding identifier 0 is not uploaded.
  • the server After the server saves the fault information and the identifier information of the terminal, the server feeds back a response message carrying the identifier 1 to the terminal.
  • the terminal When the fault information and the identifier information of the terminal are found, the terminal has sent the fault information corresponding to the same fault, the identifier information of the terminal, and the fault file.
  • the server may save the received fault information and the identifier information of the terminal in the database, and then feed back to the terminal a response message that does not upload the fault file, for example, feed back a response message carrying the identifier 0 to the terminal.
  • the server may not directly save the received fault information and the identification information of the terminal, and directly feed back to the terminal a response message that the fault file is not uploaded.
  • the fault information corresponding to the terminal fault further includes a fault time.
  • the terminal may perform system update and version upgrade during the process. For the same fault, the system obtains the fault file corresponding to the fault and the system update, and the terminal obtains the fault file corresponding to the fault after the system is upgraded. different.
  • the sending module 30 calls the fault active reporting interface to send the fault information corresponding to the fault and the identifier information of the terminal to the server
  • the server queries the identifier information and the identifier information of the terminal, indicating the terminal.
  • the fault information corresponding to the fault, the identifier information of the terminal, and the fault file have been sent.
  • the server feeds back to the terminal a response message that the fault file is not uploaded.
  • a preset duration threshold is set in advance.
  • the preset duration threshold may be set to 1 week duration.
  • the server can feed back to the terminal a response message that does not upload the fault file.
  • the time difference between the failure time of the stored fault information and the fault time of the currently received fault information is greater than the preset duration threshold, it indicates that the terminal has had the same fault last time for some time, and the server saves The fault file corresponding to the fault may be different from the fault file corresponding to the fault currently acquired by the terminal.
  • the server saves the received fault information, the fault time, and the identifier information of the terminal.
  • the server deletes the fault information, the fault time, the fault file, and the identifier information of the terminal that are saved before.
  • the server feeds back the response message of the upload fault file.
  • the sending module 30 When receiving the response message of the upload failure file fed back by the server, the sending module 30 sends the fault file corresponding to the fault to the server. For example, the sending module 30 compresses and compresses the fault file corresponding to the fault and then passes the HTTP. POST is sent to the server.
  • the server saves the fault file in association with the fault information and the identifier information of the terminal. Preferably, the server saves the storage address of the fault file in the database in which the fault information and the identification information of the terminal are saved. After the server saves the fault file and the fault information and the identifier information of the terminal, the server feeds back the save success message to the terminal.
  • the terminal fault processing apparatus further includes:
  • a deleting module configured to delete the fault file when receiving the save success message sent by the server.
  • the server feeds back the save success message to the terminal.
  • the delete module deletes the fault file in the terminal. Thereby the terminal gets more storage space.
  • the generating module 20 includes:
  • a determining unit configured to determine a fault type of the fault
  • a generating unit configured to acquire a fault application package name corresponding to the system fault when the fault type is a system fault, and generate the fault information by using the fault application package name and the fault code; if the fault type is an application fault, The fault code is used as fault information.
  • Terminal failures usually include two types of system failures and application failures.
  • the obtaining module 10 obtains the current fault code according to the preset fault code table, and the determining unit determines the fault type of the fault. If the fault type is a system fault, the fault information corresponding to the system fault includes the fault code, the fault description information, and the fault application package name that causes the system fault. If the fault type is an application fault, the fault information corresponding to the application fault includes a fault code and a fault description information. Therefore, when the determining unit determines that the fault is a system fault, the generating unit acquires a fault application package name corresponding to the system fault, and generates the fault information by using the fault application package name and the fault code.
  • the fault code is used as the fault information.
  • the accurate location analysis can be performed through the fault information, and the positioning analysis fault does not need to be performed according to the fault file. Therefore, engineers can pre-set whether various application failures need to send a fault file to the server.
  • the sending module 30 calls the fault active reporting interface to directly send the fault information corresponding to the application fault and the identifier information of the terminal to the server for saving. Just fine. The engineer can process the application fault of the terminal according to the saved fault information and the identification information of the terminal.
  • the sending module 30 calls the fault active reporting interface to send the fault information and the identifier information of the terminal to the server.
  • the server After receiving the fault information and the identifier information of the terminal, the server detects that the fault does not exist.
  • the server feeds back the response of the uploading fault file.
  • the sending module 30 when receiving the response message for uploading the fault file, sends the fault file to the server again, and the server saves the fault file in association with the fault information and the identifier information of the terminal, and solves the problem that the fault file is sent to the server every time.
  • FIG. 4 is a schematic structural diagram of an embodiment of a terminal fault processing system according to the present invention.
  • the terminal is configured to acquire a current fault code according to a preset fault code table when the fault is detected, and generate fault information according to the fault code; and call the fault active reporting interface to send the fault information. And the fault file and the identification information of the terminal to the server;
  • the server is configured to save the fault information, the fault file, and the identifier information of the terminal in association with the fault information, the fault file, and the identifier information of the terminal that are sent by the terminal.
  • the terminal when detecting the fault, acquires the fault code corresponding to the fault according to the preset fault code table, and generates the fault information, and then sends the fault information, the fault file, and the identifier information of the terminal to the fault information. server.
  • the server When receiving the fault information, the fault file, and the identifier information of the terminal, the server associates the fault information, the fault file, and the identifier information of the terminal. After that, the engineer logs in to the server, and can view the faulty terminal by viewing the saved terminal identification information. Based on the fault code table, the fault information and the fault file can be accurately located to analyze the fault of the terminal, and can also be processed according to the fault.
  • the method table obtains a method for handling the fault.
  • the terminal invokes the fault active reporting interface to first send only the fault information and the identifier information of the terminal to the server.
  • the server queries whether the fault information and the identifier information of the terminal are stored. When the identifier information of the fault information and the terminal is not found, the response message for uploading the fault file is sent to the terminal. When it is found that the fault information and the identifier information of the terminal are stored, whether the time difference between the fault time of the stored fault information and the fault time of the currently received fault information is greater than a preset duration threshold is stored.
  • a response message for uploading the fault file is sent to the terminal.
  • the terminal sends the fault file corresponding to the fault to the server.
  • the server saves the fault file in association with the fault information and the identifier information of the terminal.
  • the terminal when the terminal detects the fault, the terminal obtains the fault code corresponding to the fault according to the preset fault code table, and generates the fault information, and then sends the fault information, the fault file, and the identifier information of the terminal to the server, the server.
  • the fault information, the fault file, and the identifier information of the terminal After receiving the fault information, the fault file, and the identifier information of the terminal, the fault information, the fault file, and the identifier information of the terminal are associated with each other. Therefore, after the engineer logs in to the server, the fault information, the fault file, and the fault information are saved according to the association.
  • the identification information of the terminal can accurately locate the fault of the terminal, thereby performing fault processing and improving the fault processing efficiency. At the same time, the effect of remotely troubleshooting the terminal is realized, and the user experience is improved.

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Abstract

本发明公开了一种终端故障处理方法，该终端故障处理方法包括：终端在检测到故障时，根据预设的故障代码表获取当前故障代码；根据所述故障代码生成故障信息；调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存，其中，所述故障文件包括日志文件。本发明还公开了一种终端故障处理装置和***。本发明提高了终端故障处理的效率。

Description

终端故障处理方法、装置及***
技术领域
本发明涉及终端技术领域，尤其涉及终端故障处理方法、装置及***。
背景技术
随着科技的不断发展，智能手机、智能电视机等终端已经成为市场主流，得到了广泛应用。现有技术中，终端***的日志文件保存于环形缓冲区中，当生成新日志文件时，旧日志文件被覆盖。在终端故障对应的日志文件被其他日志文件覆盖后，工程师无法根据日志文件来定位和分析终端故障，只能根据用户反馈的问题，凭借经验知识来进行分析处理，而根据经验知识有可能会出错，故障处理效率低。
发明内容
本发明的主要目的在于提出一种终端故障处理方法、装置及***，旨在解决现有终端故障处理效率低的技术问题。
为实现上述目的，本发明提供的一种终端故障处理方法，所述终端故障处理方法包括以下步骤：
终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
根据所述故障代码生成故障信息；
调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存，其中，所述故障文件包括日志文件文件。
优选地，所述调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存的步骤包括：
调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
优选地，所述发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存的步骤之后，还包括：
在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
优选地，所述根据所述故障代码生成故障信息的步骤包括：
判断所述故障的故障类型；
在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；
若故障类型为应用故障，将所述故障代码作为故障信息。
此外，为实现上述目的，本发明还提出一种终端故障处理装置，所述终端故障处理装置包括：
获取模块，用于终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
生成模块，用于根据所述故障代码生成故障信息；
发送模块，用于调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存，其中，所述故障文件包括日志文件。
优选地，所述发送模块用于：
调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
优选地，所述终端故障处理装置还包括：
删除模块，用于在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
优选地，所述生成模块包括：
判断单元，用于判断所述故障的故障类型；
生成单元，用于在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；若故障类型为应用故障，将所述故障代码作为故障信息。
此外，为实现上述目的，本发明还提出一种终端故障处理***，所述终端故障处理***包括终端和服务器，其中：
所述终端，用于在检测到故障时，根据预设的故障代码表获取当前故障代码，并根据所述故障代码生成故障信息；调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至所述服务器；
所述服务器，用于在接收到所述终端发送的故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及所述终端的标识信息关联保存。
优选地，所述服务器用于：
在接收到所述终端发送的故障信息和终端的标识信息时，若未存有所述故障信息和所述终端的标识信息，或者，存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值，发送上传故障文件的响应消息至所述终端，以供所述终端反馈故障文件；
在接收到所述故障文件时，将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
本发明提出的终端故障处理方法、装置及***，终端在检测到故障时，调用故障主动上报接口将该故障对应的故障信息、故障文件以及该终端的标识信息发送至服务器，服务器将接收到的故障信息、故障文件以及终端的标识信息关联保存，工程师不需要根据经验知识来分析处理故障，通过登录服务器后根据关联保存的故障信息、故障文件以及终端的标识信息就可以精确定位出该终端的故障，进行故障处理，因此，提高了故障处理效率。
附图说明
图1为本发明终端故障处理方法第一实施例的流程示意图；
图2为本发明终端故障处理方法第二实施例中调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器的细化流程示意图；
图3为本发明终端故障处理装置第一实施例的功能模块示意图；
图4为本发明终端故障处理***的结构框架示意图。
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处理方法，参照图1，图1为本发明终端故障处理方法第一实施例的流程示意图。
在本实施例中，该终端故障处理方法包括以下步骤：
步骤S10，终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
步骤S20，根据所述故障代码生成故障信息；
本发明中的终端包括但不限于智能电视、智能手机等设备。在本实施例中，预先设置终端的故障代码表，将终端的每一种故障统一采用一个故障代码来表示。例如，故障代码格式采用32位格式，其中高16位代表模块号，低16位代表异常号。比如Audio模块采用0x0003代表，Launcher模块采用0x0010代表，播放器模块采用0x0020代表。异常号代表模块出现的故障，不同的故障采用不同的异常号代表，但也可以采用同一个异常号代表不同模块出现的不同故障，比如，当模块号为0x0003时，异常号0x0001代表非法参数；当模块号为0x0010时，异常号0x0001代表版本低；当模块号为0x0020时，异常号0x0001代表格式不支持，也即故障代码0x00030001代表Audio模块参数为非法参数，故障代码0x00100001代表Launcher模块版本低，故障代码0x00200001代表播放器模块格式不支持。终端内预先加载有该故障代码表。优选地，在本实施例中，还预先设置故障代码表对应的故障处理方法表，设置每一个故障代码对应的故障处理方法。比如，设置故障代码0x00030001对应的故障处理方法为“转研发：[email protected]处理”，将终端故障转给指定人员处理；故障代码0x00100001对应的故障处理方法为“从应用商店下载最新版本”；故障代码0x00200001对应的故障处理方法为“升级***版本到最新版本”。
当终端检测到故障时，终端根据故障代码表获取该故障对应的故障代码，例如，当出现Audio模块参数为非法参数故障时，获取故障代码0x00030001；当出现Launcher模块版本低故障时，获取故障代码0x00100001；当出现播放器模块格式不支持故障时，获取故障代码0x00200001。终端根据获取的故障代码生成该故障代码对应的故障描述信息，根据故障代码、故障描述信息生成该故障对应的故障信息。同时，获取该故障对应的故障文件，包括日志文件、配置文件等。
步骤S30，调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存。
在本实施例中，终端保存了终端型号、终端ID号等终端的标识信息。当终端获取到故障对应的故障信息和故障文件时，终端调用故障主动上报接口将获取的所述故障信息和故障文件，以及终端的标识信息发送至相应的服务器。例如，调用故障主动上报接口将所述故障信息、故障文件以及终端的标识信息发送到故障主动上报服务消息队列，通过故障主动上报服务消息队列将所述故障信息、故障文件以及终端的标识信息通过HTTP POST上报给服务器。
服务器在接收到所述故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及所述终端的标识信息关联保存。优选地，服务器还保存了故障代码表以及对应的故障处理方法表。之后，工程师登录该服务器，通过查看保存的终端的标识信息可以获知出现故障的终端，基于故障代码表通过保存的故障信息和故障文件可以精确定位分析出该终端的故障，同时还可以根据故障处理方法表获取处理该故障的方法。
本实施例提出的方案，终端在检测到故障时，根据预设的故障代码表获取当前故障代码，并生成故障信息，调用故障主动上报接口将故障信息、故障文件以及该终端的标识信息发送至服务器，服务器将接收到的故障信息、故障文件以及该终端的标识信息关联保存，因此，工程师登录服务器后根据关联保存的故障信息、故障文件以及该终端的标识信息就可以精确定位出该终端的故障，从而进行故障处理，提高了故障处理效率。同时，还实现了远程对终端进行故障处理的效果，提高了用户体验。
进一步地，参照图2，基于第一实施例提出本发明终端故障处理方法第二实施例，在本实施例中，所述步骤S30包括：
步骤S31，调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
在第一实施例中，当每次终端在发生故障时，都将故障信息、故障文件以及该终端的标识信息发送至服务器，考虑到服务器的***存储容量，会造成服务器负荷过大。为了避免这个问题，基于第一实施例，在本实施例中，当终端获取到故障对应的故障信息和故障文件时，终端调用故障主动上报接口首先只将故障信息以及终端的标识信息发送至服务器。例如，调用故障主动上报接口将所述故障信息以及终端的标识信息发送到故障主动上报服务消息队列，故障主动上报服务消息队列将所述故障信息以及终端的标识信息通过HTTP POST上报给服务器。
服务器在接收到所述故障信息以及终端的标识信息时，查询是否存有所述故障信息和终端的标识信息。当查询到未存有所述故障信息和终端的标识信息时，说明该终端未发送过相同故障对应的故障信息、终端的标识信息以及故障文件。服务器保存所述故障信息和所述终端的标识信息，例如，可以将所述故障信息和所述终端的标识信息保存至数据库中。然后向终端反馈上传故障文件的响应消息。例如，预先设置上传故障文件对应标识1，不上传故障文件对应标识0。服务器保存所述故障信息和所述终端的标识信息后，向终端反馈携带标识1的响应消息。当查询到存有所述故障信息和终端的标识信息时，说明该终端已经发送过相同故障对应的故障信息、终端的标识信息以及故障文件。服务器可以在数据库中保存接收到的所述故障信息和所述终端的标识信息，然后向终端反馈不上传故障文件的响应消息，例如向终端反馈携带标识0的响应消息。服务器也可以不保存接收到的所述故障信息和所述终端的标识信息，直接向终端反馈不上传故障文件的响应消息。
进一步地，在本实施例中，终端故障对应的故障信息还包括故障时间。终端在使用过程中可能会进行***更新、版本升级，针对于同一种故障，***更新、版本升级前终端获取该故障对应的故障文件与***更新、版本升级后终端获取该故障对应的故障文件可能不同。在这种情况下，当终端将该故障对应的故障信息、终端的标识信息发送至服务器后，服务器查询到存有所述故障信息和终端的标识信息，说明该终端已经发送过该故障对应的故障信息、终端的标识信息以及故障文件了，此时服务器向终端反馈不上传故障文件的响应消息。但事实上服务器保存的该故障对应的故障文件与终端当前获取的该故障对应的故障文件不同，工程师根据服务器保存的故障文件可能不能有效解决故障问题。为了避免这种情况的发生，进一步地，在本实施例中，预先设置一预设时长阈值。例如，所述预设时长阈值可以设置为1周时长。当服务器查询到存有所述故障信息和终端的标识信息时，服务器进一步判断存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差是否大于所述预设时长阈值。当存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差小于或者等于所述预设时长阈值时，说明该终端在短时间内发生了相同的故障，而通常终端在短时内不会进行***更新、版本升级，因此，服务器可以向终端反馈不上传故障文件的响应消息。当存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差大于所述预设时长阈值时，说明该终端上一次发生了相同故障已经有一段时间了，服务器保存的该故障对应的故障文件与终端当前获取的该故障对应的故障文件可能不同，因此，服务器保存接收到的所述故障信息、故障时间和终端的标识信息。可选地，服务器删除之前保存的该故障对应的故障信息、故障时间、故障文件以及终端的标识信息。服务器反馈上传故障文件的响应消息。
步骤S32，在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
当终端接收到服务器反馈的上传故障文件的响应消息时，发送故障对应的故障文件至服务器。例如将故障对应的故障文件压缩打包后通过HTTP POST发送至服务器。服务器在接收到故障文件时，将该故障文件与故障信息、终端的标识信息关联保存。优选地，服务器将故障文件的存储地址保存于故障信息和终端的标识信息所保存的数据库中。在服务器将故障文件与故障信息、终端的标识信息关联保存后，服务器向终端反馈保存成功消息。
进一步地，在本实施例中，所述步骤S32之后，还包括：
步骤a，在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
在服务器向终端反馈保存成功消息，终端接收到该保存成功消息后，也即在服务器中成功保存了故障文件后，终端将终端中的故障文件进行删除。从而终端获得更多的存储空间。
进一步地，在本实施例中，所述步骤S20包括：
步骤b，判断所述故障的故障类型；
步骤c，在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；
步骤d，若故障类型为应用故障，将所述故障代码作为故障信息。
终端的故障通常包括***故障和应用故障两种类型。当终端在检测到故障时，根据预设的故障代码表获取当前故障代码的同时，终端判断该故障的故障类型。若故障类型为***故障，***故障对应的故障信息包括故障代码、故障描述信息、导致***故障的故障应用包名等。若故障类型为应用故障，应用故障对应的故障信息包括故障代码、故障描述信息等。因此，在终端判断所述故障为***故障时，终端还获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息。若故障类型为应用故障，将所述故障代码作为故障信息。优选地，对于一些简单的应用故障，通过故障信息就可与进行精确定位分析，不需要依据故障文件来进行定位分析故障。因此，工程师可预先设置各种应用故障是否需要发送故障文件至服务器。当终端检侧到故障类型为应用故障时，若该应用故障不需要发送故障文件至服务器，则终端直接将该应用故障对应的故障信息、终端的标识信息发送至服务器保存即可。工程师根据保存的故障信息、终端的标识信息就可以实现对终端的应用故障进行处理。
本实施例提出的方案，终端调用故障主动上报接口先发送故障信息和终端的标识信息至服务器，服务器在接收到所述故障信息和终端的标识信息后，当检测未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，服务器向终端反馈上传故障文件的响应消息，终端在接收到上传故障文件的响应消息时，发送故障文件至服务器，服务器将故障文件与故障信息、终端的标识信息关联保存，解决了每次故障都发送故障文件至服务器，导致服务器负荷过大的问题。
本发明进一步提供一种终端故障处理装置，参照图3，图3为本发明终端故障处理装置第一实施例的功能模块示意图。
在本实施例中，该终端故障处理装置包括：
获取模块10，用于终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
生成模块20，用于根据所述故障代码生成故障信息；
本发明中的终端包括但不限于智能电视、智能手机等设备。在本实施例中，预先设置终端的故障代码表，将终端的每一种故障统一采用一个故障代码来表示。例如，故障代码格式采用32位格式，其中高16位代表模块号，低16位代表异常号。比如Audio模块采用0x0003代表，Launcher模块采用0x0010代表，播放器模块采用0x0020代表。异常号代表模块出现的故障，不同的故障采用不同的异常号代表，但也可以采用同一个异常号代表不同模块出现的不同故障，比如，当模块号为0x0003时，异常号0x0001代表非法参数；当模块号为0x0010时，异常号0x0001代表版本低；当模块号为0x0020时，异常号0x0001代表格式不支持，也即故障代码0x00030001代表Audio模块参数为非法参数，故障代码0x00100001代表Launcher模块版本低，故障代码0x00200001代表播放器模块格式不支持。终端内预先加载有该故障代码表。优选地，在本实施例中，还预先设置故障代码表对应的故障处理方法表，设置每一个故障代码对应的故障处理方法。比如，设置故障代码0x00030001对应的故障处理方法为“转研发：[email protected]处理”，将终端故障转给指定人员处理；故障代码0x00100001对应的故障处理方法为“从应用商店下载最新版本”；故障代码0x00200001对应的故障处理方法为“升级***版本到最新版本”。
当终端检测到故障时，获取模块10根据故障代码表获取该故障对应的故障代码，例如，当出现Audio模块参数为非法参数故障时，获取故障代码0x00030001；当出现Launcher模块版本低故障时，获取故障代码0x00100001；当出现播放器模块格式不支持故障时，获取故障代码0x00200001。同时，获取模块10获取该故障对应的故障文件，包括日志文件、配置文件等。生成模块20根据获取的故障代码生成该故障代码对应的故障描述信息，根据故障代码、故障描述信息生成该故障对应的故障信息。
发送模块30，用于调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存。
在本实施例中，终端保存了终端型号、终端ID号等终端的标识信息。当获取到故障对应的故障信息和故障文件时，发送模块30调用故障主动上报接口将获取的所述故障信息和故障文件，以及终端的标识信息发送至相应的服务器。例如，发送模块30调用故障主动上报接口将所述故障信息、故障文件以及终端的标识信息发送到故障主动上报服务消息队列，通过故障主动上报服务消息队列将所述故障信息、故障文件以及终端的标识信息通过HTTP POST上报给服务器。
服务器在接收到所述故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及所述终端的标识信息关联保存。优选地，服务器还保存了故障代码表以及对应的故障处理方法表。之后，工程师登录该服务器，通过查看保存的终端的标识信息可以获知出现故障的终端，基于故障代码表通过保存的故障信息和故障文件可以精确定位分析出该终端的故障，同时还可以根据故障处理方法表获取处理该故障的方法。
本实施例提出的方案，在获取模块10根据预设的故障代码表获取当前故障代码，生成模块20根据故障代码生成故障信息后，发送模块30调用故障主动上报接口将故障信息、故障文件以及该终端的标识信息发送至服务器，服务器将接收到的故障信息、故障文件以及该终端的标识信息关联保存，因此，工程师登录服务器后根据关联保存的故障信息、故障文件以及该终端的标识信息就可以精确定位出该终端的故障，从而进行故障处理，提高了故障处理效率。同时，还实现了远程对终端进行故障处理的效果，提高了用户体验。
进一步地，基于第一实施例提出本发明终端故障处理装置第二实施例，在本实施例中，所述发送模块30用于：
调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
在第一实施例中，当每次终端在发生故障时，发送模块30都将故障信息、故障文件以及该终端的标识信息发送至服务器，考虑到服务器的***存储容量，会造成服务器负荷过大。为了避免这个问题，基于第一实施例，在本实施例中，当获取到故障对应的故障信息和故障文件时，发送模块30调用故障主动上报接口首先只将故障信息以及终端的标识信息发送至服务器。例如，发送模块30调用故障主动上报接口将所述故障信息以及终端的标识信息发送到故障主动上报服务消息队列，故障主动上报服务消息队列将所述故障信息以及终端的标识信息通过HTTP POST上报给服务器。
服务器在接收到所述故障信息以及终端的标识信息时，查询是否存有所述故障信息和终端的标识信息。当查询到未存有所述故障信息和终端的标识信息时，说明该终端未发送过相同故障对应的故障信息、终端的标识信息以及故障文件。服务器保存所述故障信息和所述终端的标识信息，例如，可以将所述故障信息和所述终端的标识信息保存至数据库中。然后向终端反馈上传故障文件的响应消息。例如，预先设置上传故障文件对应标识1，不上传故障文件对应标识0。服务器保存所述故障信息和所述终端的标识信息后，向终端反馈携带标识1的响应消息。当查询到存有所述故障信息和终端的标识信息时，说明该终端已经发送过相同故障对应的故障信息、终端的标识信息以及故障文件。服务器可以在数据库中保存接收到的所述故障信息和所述终端的标识信息，然后向终端反馈不上传故障文件的响应消息，例如向终端反馈携带标识0的响应消息。服务器也可以不保存接收到的所述故障信息和所述终端的标识信息，直接向终端反馈不上传故障文件的响应消息。
进一步地，在本实施例中，终端故障对应的故障信息还包括故障时间。终端在使用过程中可能会进行***更新、版本升级，针对于同一种故障，***更新、版本升级前终端获取该故障对应的故障文件与***更新、版本升级后终端获取该故障对应的故障文件可能不同。在这种情况下，当发送模块30调用故障主动上报接口将该故障对应的故障信息、终端的标识信息发送至服务器后，服务器查询到存有所述故障信息和终端的标识信息，说明该终端已经发送过该故障对应的故障信息、终端的标识信息以及故障文件了，此时服务器向终端反馈不上传故障文件的响应消息。但事实上服务器保存的该故障对应的故障文件与终端当前获取的该故障对应的故障文件不同，工程师根据服务器保存的故障文件可能不能有效解决故障问题。为了避免这种情况的发生，进一步地，在本实施例中，预先设置一预设时长阈值。例如，所述预设时长阈值可以设置为1周时长。当服务器查询到存有所述故障信息和终端的标识信息时，服务器进一步判断存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差是否大于所述预设时长阈值。当存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差小于或者等于所述预设时长阈值时，说明该终端在短时间内发生了相同的故障，而通常终端在短时内不会进行***更新、版本升级，因此，服务器可以向终端反馈不上传故障文件的响应消息。当存有的故障信息的故障时间与当前接收的所述故障信息的故障时间之间的时差大于所述预设时长阈值时，说明该终端上一次发生了相同故障已经有一段时间了，服务器保存的该故障对应的故障文件与终端当前获取的该故障对应的故障文件可能不同，因此，服务器保存接收到的所述故障信息、故障时间和终端的标识信息。可选地，服务器删除之前保存的该故障对应的故障信息、故障时间、故障文件以及终端的标识信息。服务器反馈上传故障文件的响应消息。
当接收到服务器反馈的上传故障文件的响应消息时，发送模块30发送故障对应的故障文件至服务器。例如发送模块30将故障对应的故障文件压缩打包后通过HTTP POST发送至服务器。服务器在接收到故障文件时，将该故障文件与故障信息、终端的标识信息关联保存。优选地，服务器将故障文件的存储地址保存于故障信息和终端的标识信息所保存的数据库中。在服务器将故障文件与故障信息、终端的标识信息关联保存后，服务器向终端反馈保存成功消息。
进一步地，在本实施例中，所述终端故障处理装置还包括：
删除模块，用于在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
在服务器向终端反馈保存成功消息，当接收到该保存成功消息后，也即在服务器中成功保存了故障文件后，删除模块将终端中的故障文件进行删除。从而使终端获得更多的存储空间。
进一步地，在本实施例中，所述生成模块20包括：
判断单元，用于判断所述故障的故障类型；
生成单元，用于在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；若故障类型为应用故障，将所述故障代码作为故障信息。
终端的故障通常包括***故障和应用故障两种类型。当终端在检测到故障时，获取模块10根据预设的故障代码表获取当前故障代码后，判断单元判断该故障的故障类型。若故障类型为***故障，***故障对应的故障信息包括故障代码、故障描述信息、导致***故障的故障应用包名等。若故障类型为应用故障，应用故障对应的故障信息包括故障代码、故障描述信息等。因此，在判断单元判断所述故障为***故障时，生成单元获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息。若故障类型为应用故障，将所述故障代码作为故障信息。优选地，对于一些简单的应用故障，通过故障信息就可与进行精确定位分析，不需要依据故障文件来进行定位分析故障。因此，工程师可预先设置各种应用故障是否需要发送故障文件至服务器。当判断模块判断故障类型为应用故障时，若该应用故障不需要发送故障文件至服务器，则发送模块30调用故障主动上报接口直接将该应用故障对应的故障信息、终端的标识信息发送至服务器保存即可。工程师根据保存的故障信息、终端的标识信息就可以实现对终端的应用故障进行处理。
本实施例提出的方案，发送模块30调用故障主动上报接口先发送故障信息和终端的标识信息至服务器，服务器在接收到所述故障信息和终端的标识信息后，当检测未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，服务器反馈上传故障文件的响应消息，在接收到上传故障文件的响应消息时，发送模块30再发送故障文件至服务器，服务器将故障文件与故障信息、终端的标识信息关联保存，解决了每次故障都发送故障文件至服务器，导致服务器负荷过大的问题。
本发明进一步提供一种终端故障处理***，参照图4，图4为本发明终端故障处理***一实施例的结构框架示意图。
在本实施例中，所述终端，用于在检测到故障时，根据预设的故障代码表获取当前故障代码，并根据所述故障代码生成故障信息；调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至所述服务器；
所述服务器，用于在接收到所述终端发送的故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及所述终端的标识信息关联保存。
在本发明的终端故障处理***中，终端在检测到故障时，根据预设的故障代码表获取故障对应的故障代码，并生成故障信息后，将故障信息、故障文件以及终端的标识信息发送至服务器。
服务器在接收到终端发送的故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及终端的标识信息关联保存。之后，工程师登录该服务器，通过查看保存的终端的标识信息可以获知出现故障的终端，基于故障代码表通过保存的故障信息和故障文件可以精确定位分析出该终端的故障，同时还可以根据故障处理方法表获取处理该故障的方法。
进一步地，终端调用故障主动上报接口首先只将故障信息以及终端的标识信息发送至服务器。服务器接收到所述终端发送的故障信息和终端的标识信息后，查询是否存有所述故障信息和终端的标识信息。当查询到未存有所述故障信息和终端的标识信息时，发送上传故障文件的响应消息至所述终端。当查询到存有所述故障信息和终端的标识信息时，进一步检测存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差是否大于预设时长阈值，在存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于所述预设时长阈值时，发送上传故障文件的响应消息至所述终端。终端在接收到服务器发送的上传故障文件的响应消息时，发送所述故障对应的故障文件至服务器。服务器在接收到所述终端发送的所述故障文件时，将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
本实施例提出的方案，终端在检测到故障时，根据预设的故障代码表获取故障对应的故障代码，并生成故障信息后，将故障信息、故障文件以及终端的标识信息发送至服务器，服务器接收到终端发送的故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及终端的标识信息关联保存，因此，工程师登录服务器后根据关联保存的故障信息、故障文件以及该终端的标识信息就可以精确定位出该终端的故障，从而进行故障处理，提高了故障处理效率。同时，还实现了远程对终端进行故障处理的效果，提高了用户体验。
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 (14)

  1. 一种终端故障处理方法，其特征在于，所述终端故障处理方法包括步骤：
    终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
    根据所述故障代码生成故障信息；
    调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存，其中，所述故障文件包括日志文件。
  2. 如权利要求1所述的终端故障处理方法，其特征在于，所述调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存的步骤包括：
    调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
    在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
  3. 如权利要求2所述的终端故障处理方法，其特征在于，所述发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存的步骤之后，还包括：
    在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
  4. 如权利要求1所述的终端故障处理方法，其特征在于，所述根据所述故障代码生成故障信息的步骤包括：
    判断所述故障的故障类型；
    在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；
    若故障类型为应用故障，将所述故障代码作为故障信息。
  5. 如权利要求2所述的终端故障处理方法，其特征在于，所述根据所述故障代码生成故障信息的步骤包括：
    判断所述故障的故障类型；
    在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；
    若故障类型为应用故障，将所述故障代码作为故障信息。
  6. 如权利要求3所述的终端故障处理方法，其特征在于，所述根据所述故障代码生成故障信息的步骤包括：
    判断所述故障的故障类型；
    在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；
    若故障类型为应用故障，将所述故障代码作为故障信息。
  7. 一种终端故障处理装置，其特征在于，所述终端故障处理装置包括：
    获取模块，用于终端在检测到故障时，根据预设的故障代码表获取当前故障代码；
    生成模块，用于根据所述故障代码生成故障信息；
    发送模块，用于调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至服务器，以供所述服务器将所述故障信息、故障文件以及所述终端的标识信息关联保存，其中，所述故障文件包括日志文件。
  8. 如权利要求7所述的终端故障处理装置，其特征在于，所述发送模块用于：
    调用故障主动上报接口发送所述故障信息和所述终端的标识信息至服务器，其中，所述服务器在未存有所述故障信息和所述终端的标识信息时，或者，服务器存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值时，反馈上传故障文件的响应消息；
    在接收到所述响应消息时，发送所述故障文件至所述服务器，以供所述服务器将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
  9. 如权利要求8所述的终端故障处理装置，其特征在于，所述终端故障处理装置还包括：
    删除模块，用于在接收到所述服务器发送的保存成功消息时，删除所述故障文件。
  10. 如权利要求7所述的终端故障处理装置，其特征在于，所述生成模块包括：
    判断单元，用于判断所述故障的故障类型；
    生成单元，用于在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；若故障类型为应用故障，将所述故障代码作为故障信息。
  11. 如权利要求8所述的终端故障处理装置，其特征在于，所述生成模块包括：
    判断单元，用于判断所述故障的故障类型；
    生成单元，用于在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；若故障类型为应用故障，将所述故障代码作为故障信息。
  12. 如权利要求9所述的终端故障处理装置，其特征在于，所述生成模块包括：
    判断单元，用于判断所述故障的故障类型；
    生成单元，用于在所述故障类型为***故障时，获取***故障对应的故障应用包名，并将所述故障应用包名以及所述故障代码生成故障信息；若故障类型为应用故障，将所述故障代码作为故障信息。
  13. 一种终端故障处理***，其特征在于，所述终端故障处理***包括终端和服务器，其中：
    所述终端，用于在检测到故障时，根据预设的故障代码表获取当前故障代码，并根据所述故障代码生成故障信息；调用故障主动上报接口发送所述故障信息、故障文件以及终端的标识信息至所述服务器；
    所述服务器，用于在接收到所述终端发送的故障信息、故障文件以及终端的标识信息时，将所述故障信息、故障文件以及所述终端的标识信息关联保存。
  14. 如权利要求13所述的终端故障处理***，其特征在于，所述服务器用于：
    在接收到所述终端发送的故障信息和终端的标识信息时，若未存有所述故障信息和所述终端的标识信息，或者，存有的所述故障信息的故障时间与当前接收的故障信息的故障时间之间的时差大于预设时长阈值，发送上传故障文件的响应消息至所述终端，以供所述终端反馈故障文件；
    在接收到所述故障文件时，将所述故障文件与所述故障信息以及所述终端的标识信息关联保存。
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