CN112422948B - Troubleshooting method and device and communication equipment - Google Patents

Abstract

The present invention provides a troubleshooting method, device, and communication equipment. The troubleshooting method includes: receiving a first control instruction input by a user on a troubleshooting interface of a set-top box terminal, and the first control instruction is used to indicate that the target is to be checked. Troubleshooting: Based on the preset troubleshooting mode corresponding to the target fault to be checked, the target fault to be checked is checked to obtain a troubleshooting result. The embodiments of the present invention can realize self-diagnosis of set-top box terminal faults by means of user operations, so as to solve faults in time, improve operation and maintenance efficiency, and improve user experience.

Description

A troubleshooting method, device and communication device

technical field

The present invention relates to the technical field of communication, in particular to a troubleshooting method, device and communication equipment.

Background technique

The set-top box terminal is an important part of home entertainment, and has always played a particularly important role in family life. At present, when a set-top box terminal fails, a post-discovery mechanism is generally adopted. For example, the set-top box failure server collects the log information of the set-top box terminals it serves in real time, summarizes and analyzes it, and judges whether the corresponding set-top box terminal fails through algorithm collection and threshold judgment, and sends a Dial test tasks for troubleshooting.

However, due to the post-discovery mechanism, the troubleshooting is usually performed after multiple set-top box terminals in the target area fail, which often leads to failure to solve the fault in time, which greatly affects the product quality, reliability and user experience of the set-top box terminal.

Contents of the invention

Embodiments of the present invention provide a troubleshooting method, device, and communication equipment to solve the problem that existing troubleshooting methods for set-top box terminals cannot resolve malfunctions in time.

In order to solve the problems of the technologies described above, the present invention is achieved in that:

In the first aspect, the embodiment of the present invention provides a troubleshooting method, which is applied to a set-top box terminal, including:

receiving a first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked;

Based on the preset troubleshooting mode corresponding to the target fault to be checked, the target fault to be checked is checked to obtain a check result.

Optionally, the target fault to be checked includes at least one of the following:

The failure of the set-top box itself, the failure of the gateway, the failure of the access network, the failure of the content server, and the failure of the video index server.

Optionally, the method also includes:

receiving a second control instruction input by the user on the troubleshooting interface;

According to the second control instruction, send query request information to the server, where the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information corresponding to the location information. Failure conditions of other STB terminals in the target area;

receiving first fault information sent by the server according to the query request information.

Optionally, the receiving the first control instruction input by the user on the troubleshooting interface of the set-top box terminal includes:

receiving the troubleshooting request information sent by the server, wherein the troubleshooting request information is sent by the server when it is determined that multiple set-top box terminals in the target area where the set-top box terminal is located have the same failure, and the failure Information about the same fault is included in the troubleshooting request information;

display relevant information for the same fault;

The first control instruction input by the user according to the relevant information of the same fault is received.

Optionally, after the investigation result is obtained, the method further includes:

In the case that the troubleshooting result indicates that the target fault to be checked occurs, according to the troubleshooting result, determine the indication information;

Wherein, the indication information is used to indicate the target operation of eliminating the fault.

In the second aspect, the embodiment of the present invention provides a troubleshooting method applied to a server, including:

Receive the troubleshooting result sent by the top-box terminal, wherein the troubleshooting result is obtained by the set-top box terminal after receiving the first control instruction input by the user, and troubleshooting the target fault to be checked, and the first control instruction is used to indicate Troubleshoot the target to be troubleshooted;

Determine the second fault information and processing operation information according to the investigation result;

sending the second fault information and the processing operation information to the set-top box terminal.

Optionally, the method also includes:

receiving the query request information sent by the set-top box terminal, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information in the target area corresponding to the location information Fault conditions of other STB terminals;

According to the query request information, query the fault conditions of the other set-top box terminals to obtain the first fault information;

Send the first fault information to the set-top box terminal.

In a third aspect, an embodiment of the present invention provides a troubleshooting device, which is applied to a set-top box terminal, including:

The first receiving module is configured to receive the first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked;

A processing module, configured to troubleshoot the target trouble to be troubleshooted based on a preset troubleshoot mode corresponding to the target trouble to be troubleshooted, and obtain a troubleshoot result.

Optionally, the target fault to be checked includes at least one of the following:

The failure of the set-top box itself, the failure of the gateway, the failure of the access network, the failure of the content server, and the failure of the video index server.

Optionally, the troubleshooting device also includes:

a second receiving module, configured to receive a second control instruction input by the user on the troubleshooting interface;

The first sending module is configured to send query request information to a server according to the second control instruction, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server Querying the failure conditions of other set-top box terminals in the target area corresponding to the location information;

A third receiving module, configured to receive the first fault information sent by the server according to the query request information.

Optionally, the first receiving module includes:

The first receiving unit is configured to receive the troubleshooting request information sent by the server, wherein the troubleshooting request information is that the server determines that multiple set-top box terminals in the target area where the set-top box terminal is located have the same failure. sent under , and the troubleshooting request information includes relevant information about the same fault;

a display unit, configured to display related information of the same fault;

The second receiving unit is configured to receive the first control instruction input by the user according to the relevant information of the same fault.

Optionally, the troubleshooting device also includes:

A first determining module, configured to determine indication information according to the troubleshooting result when the troubleshooting result indicates that the target fault to be checked occurs;

Wherein, the indication information is used to indicate the target operation of eliminating the fault.

In a fourth aspect, an embodiment of the present invention provides a troubleshooting device applied to a server, including:

The fourth receiving module is used to receive the troubleshooting result sent by the top box terminal, wherein the troubleshooting result is obtained by the set-top box terminal checking the target fault to be checked after receiving the first control instruction input by the user. The first control instruction is used to instruct to troubleshoot the target fault to be troubleshooted;

A second determining module, configured to determine second fault information and processing operation information according to the investigation result;

The second sending module is configured to send the second fault information and the processing operation information to the set-top box terminal.

Optionally, the troubleshooting device may also include:

A fifth receiving module, configured to receive query request information sent by the set-top box terminal, wherein the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query the location Fault conditions of other set-top box terminals in the target area corresponding to the information;

An inquiry module, configured to inquire about the failure conditions of the other set-top box terminals according to the inquiry request information, and obtain the first failure information;

A third sending module, configured to send the first fault information to the set-top box terminal.

In the fifth aspect, an embodiment of the present invention provides a communication device, including a memory, a processor, and a computer program stored in the memory and operable on the processor, wherein the computer program is processed by the processor When the server executes, the steps of the above-mentioned troubleshooting method applied to the set-top box terminal can be realized, or the steps of the above-mentioned troubleshooting method applied to the server can be realized.

In a sixth aspect, an embodiment of the present invention provides a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the steps of the above troubleshooting method applied to a set-top box terminal can be implemented, or can be Steps to implement the above troubleshooting method applied to the server.

In the embodiment of the present invention, the first control instruction input by the user on the troubleshooting interface of the set-top box terminal is received, and the first control instruction is used to instruct to troubleshoot the target fault to be checked, based on the corresponding The default troubleshooting method is used to check the target faults to be checked and get the results. User operations can be used to implement self-checking of set-top box terminal faults, thereby solving faults in a timely manner, improving operation and maintenance efficiency, and improving user experience.

Description of drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following will briefly introduce the accompanying drawings required in the embodiments of the present invention. Obviously, the accompanying drawings in the following description are only some embodiments of the present invention. For Those of ordinary skill in the art can also obtain other drawings based on these drawings without any creative effort.

Fig. 1 is one of the flowcharts of the troubleshooting method of the embodiment of the present invention;

Fig. 2 is the second flowchart of the troubleshooting method of the embodiment of the present invention;

Fig. 3 is a logical frame diagram of the troubleshooting process of the embodiment of the present invention;

Fig. 4 is one of the structural schematic diagrams of the troubleshooting device of the embodiment of the present invention;

Fig. 5 is the second structural schematic diagram of the troubleshooting device according to the embodiment of the present invention;

FIG. 6 is a schematic structural diagram of a communication device according to an embodiment of the present invention.

Detailed ways

The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

Please refer to FIG. 1. FIG. 1 is a flowchart of a troubleshooting method provided by an embodiment of the present invention. The method is applied to a set-top box terminal. As shown in FIG. 1, the method includes the following steps:

Step 101: Receive a first control instruction input by a user on a troubleshooting interface of a set-top box terminal.

In this embodiment, the first control instruction is used to instruct to troubleshoot the target fault to be troubleshooted. Optionally, taking the process of a user watching a video with a set-top box terminal as an example, the target fault to be checked may include at least one of the following: a fault of the set-top box itself, a fault of a gateway, a fault of an access network (OLT, BRAS), a fault of a content server ( CDN), video index server failure (EPG), etc.

In order to receive a user's control instruction, the troubleshooting interface of the above-mentioned set-top box terminal may include a plurality of control buttons, and the control buttons are used for the user to perform a pressing operation. The above-mentioned first control instruction may be generated when the user presses a troubleshooting button on the troubleshooting interface.

Step 102: Based on the preset troubleshooting mode corresponding to the target fault to be checked, check the target fault to be checked to obtain a check result.

Optionally, after obtaining the troubleshooting result, the set-top box terminal in this embodiment may also display the troubleshooting result, so that the user can view the troubleshooting result.

It should be noted that the above preset troubleshooting methods may be preset based on existing troubleshooting methods. Taking the access network failure as an example, the corresponding default troubleshooting method is to check the network connectivity (PING), that is, during the network connectivity check stage, the set-top box terminal can recommend the IP address of the commonly used TOP10 websites, and the user can also specify the IP address , to perform a connectivity check, and the check results include, for example, information such as the delay of the Internet packet explorer PING, the number of successes, and the packet loss rate.

Optionally, after the investigation result in step 102 above is obtained, the method may further include:

If the troubleshooting result indicates that the target fault to be checked occurs, the indication information is determined according to the troubleshooting result.

Wherein, the indication information is used to indicate the target operation of eliminating the fault. After the indication information is determined, the indication information can be displayed, so that the user can obtain a suggestion for eliminating the fault obtained from the self-diagnosis, thereby helping to eliminate the fault in time.

The troubleshooting method in the embodiment of the present invention receives the first control instruction input by the user on the troubleshooting interface of the set-top box terminal, the first control instruction is used to instruct to troubleshoot the target to be checked, based on the The default troubleshooting method corresponding to the fault is to troubleshoot the target faults to be checked, and get the troubleshooting results, which can realize the self-diagnosis of set-top box terminal faults with the help of user operations, so as to solve the faults in time, improve the efficiency of operation and maintenance, and improve the user experience.

Furthermore, since the user has the right to know about the failure of the set-top box terminal, the self-diagnosing process of the failure in this embodiment can make the user clear about the troubleshooting process and reasons, and increase the trust in the service of the set-top box.

In at least one embodiment of the present invention, after obtaining the troubleshooting result in step 102 above, the set-top box terminal may also send the troubleshooting result to the server, so as to obtain corresponding fault information and processing operation information from the server. In this way, on the basis of self-examination, further combined with the server to determine fault information and process operation information, more accurate fault results can be obtained, so as to solve faults in a more timely manner, improve operation and maintenance efficiency, and improve user experience.

It should be noted that the above server can be selected as a platform server serving set-top box terminals. When the above-mentioned server determines the corresponding fault information and processing operation information, in addition to determining according to the above-mentioned received investigation results, it can also be further determined in combination with log information reported by other set-top box terminals in the target area (such as the same community), Thereby, a deeper level of overall troubleshooting can be achieved, and the accuracy of the determined fault information and processing operation information can be improved.

In order to predict possible failures of itself in real time, the set-top box terminal in this embodiment can also know the failure conditions of other set-top box terminals in the target area (such as the same cell) by sending query request information to the server. Optionally, the troubleshooting method in this embodiment may also include:

receiving a second control instruction input by the user on the troubleshooting interface;

According to the second control instruction, send query request information to the server, where the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information corresponding to the location information. Failure conditions of other STB terminals in the target area;

receiving first fault information sent by the server according to the query request information.

Wherein, the first fault information is obtained by the server querying the fault conditions of the other set-top box terminals according to the query request information. The query method may be to query log information reported by other set-top box terminals, self-examination results, and the like. After receiving the first screening information, the first screening information may be displayed in real time. In this way, it is convenient for the user to timely know the fault conditions of other set-top box terminals in the target area, so as to predict the possible faults of the own set-top box terminals and eliminate the faults in time.

In one application scenario, if a user encounters a fault (such as stuck, blurred screen, etc.) In order to predict possible failures of the own set-top box terminal. Further, if similar faults have generated complaints and are being repaired, the user can choose to wait for the repair to be completed or continue to complain.

In order to enable the user to timely discover the fault condition of its own set-top box terminal and add data reference for the troubleshooting work, the set-top box terminal in this embodiment can receive the fault reminder from the server, and perform troubleshooting based on the troubleshooting request information sent by the server.

Optionally, the above step 101 may include:

receiving the troubleshooting request information sent by the server, wherein the troubleshooting request information is sent by the server when it is determined that multiple set-top box terminals in the target area where the set-top box terminal is located have the same failure, and the failure Information about the same fault is included in the troubleshooting request information;

display relevant information for the same fault;

The first control instruction input by the user according to the relevant information of the same fault is received.

Wherein, when the user inputs the first control command, the user can analyze the displayed related information of the same fault, so as to determine the possible fault of the set-top box terminal, and use the possible fault as the target fault to be checked for troubleshooting. The relevant information of the same fault may be, for example, the number of set-top box terminals with the same fault, the TV channel corresponding to the same fault, and the like.

In one application scenario, when using a set-top box terminal, the user can manually switch to the troubleshooting interface, and the troubleshooting interface can display fault complaints in the same community. For example, on the troubleshooting interface, it can be displayed that other set-top box users in the same community complain that the faulty channel is ** TV station, and in this case, the set-top box terminal operator can encourage the current user to switch to the faulty channel by points and other means to check whether the same fault occurs problem, it is convenient to increase the stickiness of interaction, and on the other hand, it can increase data reference for troubleshooting work.

Optionally, after the above-mentioned checking results are sent to the server, the method may further include:

receiving the troubleshooting code assigned to the troubleshooting result sent by the server;

Display the troubleshooter code.

Wherein, the troubleshooting code is a unique identifier assigned to the corresponding troubleshooting result, that is, the troubleshooting process. In this way, with the help of this troubleshooting code, the corresponding troubleshooting process and troubleshooting results can be uniquely determined, thereby improving the pertinence of complaints and helping to use this troubleshooting code to obtain opinions on troubleshooting.

Further, after the above-mentioned troubleshooting code is received, the method may further include:

receiving a third control instruction from the user;

According to the third control instruction, the troubleshooting code is sent to the customer service platform.

Wherein, the above-mentioned third control instruction may be generated when the user presses the complaint button on the troubleshooting interface. In this way, the complaint process can be accurately implemented by means of the user inputting the troubleshooting code.

In one embodiment, after receiving the troubleshooting code, the user can use the troubleshooting code to make a complaint, that is, report the troubleshooting code to the customer service platform through the user input operation, so that the customer service personnel can learn the corresponding troubleshooting based on the troubleshooting code. Process and investigation results, combined with professional knowledge, after comprehensive judgment, give professional opinions on eliminating faults, and improve the efficiency of complaint work.

In at least one embodiment of the present invention, in order to facilitate timely troubleshooting, the user can also check the fault complaints in the target area, such as the same community. If there are similar faults, it can reduce the number of complaint orders and reduce the troubleshooting work of customer service personnel. Optionally, the set-top box terminal in this embodiment can also perform the following process: receive the fault information of other set-top box terminals in the target area sent by the server; display the fault information, so that the user can eliminate possible faults in time by means of the fault information.

Please refer to FIG. 2. FIG. 2 is a flowchart of a troubleshooting method provided by an embodiment of the present invention. The method is applied to a server. As shown in FIG. 2, the method includes the following steps:

Step 201: Receive the checking result sent by the set-top box terminal.

Wherein, the troubleshooting result is obtained by the set-top box terminal checking the target fault to be checked after receiving the first control command input by the user, and the first control command is used to instruct the target fault to be checked. Troubleshoot.

Step 202: Determine the second fault information and processing operation information according to the troubleshooting result.

Step 203: Send the second fault information and the processing operation information to the set-top box terminal.

In this way, on the basis of self-examination, further combined with the server to determine fault information and process operation information, more accurate fault results can be obtained, so as to solve faults in a more timely manner, improve operation and maintenance efficiency, and improve user experience.

Optionally, the method also includes:

receiving the query request information sent by the set-top box terminal, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information in the target area corresponding to the location information Fault conditions of other set-top box terminals;

According to the query request information, query the fault conditions of the other set-top box terminals to obtain the first fault information;

Send the first fault information to the set-top box terminal.

In this way, it is convenient for the user to timely know the fault conditions of other set-top box terminals in the target area, so as to predict the possible faults of the own set-top box terminals and eliminate the faults in time.

The embodiment of the present invention will be described in detail below with reference to the logic frame diagram shown in FIG. 3 .

Please refer to FIG. 3 . FIG. 3 is a logical framework diagram of a troubleshooting process in an embodiment of the present invention. As shown in Figure 3, the embodiment of the present invention may involve the following contents (including but not limited to): 1) a database for storing related data; 2) a digital video conversion box (Set Top Box, STB) platform server that is the above server, the STB platform server may include a self-examination collection module, a fault analysis module, and a community module, the self-examination collection module is used to receive self-examination results, the fault analysis module is used to analyze faults, and the community module is used to monitor The failure of the set-top box terminal in the target area; 3) video server, which can at least include content distribution server CDN and video index server EPG; 4) access network, which can at least include home gateway, optical line terminal (optical line terminal, OLT) and broadband remote access server (Broadband Remote Access Server, BRAS); 5) set-top box terminal, the set-top box terminal may at least include a troubleshooting module (for troubleshooting), a complaint module and a data reporting module; 6 ) customer service platform (may be referred to as customer service center); 7) order dispatching system.

During the process of users watching video with the help of a set-top box terminal, the nodes that may fail may include at least one of the following: set-top box itself failure, gateway failure, access network failure (OLT, BRAS), content server failure (CDN), video index server failure (EPG), etc.

In the set-top box terminal, at least a troubleshooting module and a data reporting module may be included. The troubleshooting module can provide a troubleshooting interface on the user side, so that the user can input control commands for troubleshooting. According to the hardware capability of the set-top box terminal, the user can select troubleshooting methods as follows: check network connectivity (PING), track and detect network routing (TRACEROUTE), test video server, etc. The troubleshooting results can be displayed on the troubleshooting interface in real time for users to view and report to the STB platform server. After receiving the troubleshooting results, the STB platform server can assign a unique troubleshooting code for this self-diagnosing and send to the set-top box terminal. Further, the troubleshooting module in the set-top box terminal can generate instruction information according to the troubleshooting result, to indicate the target operation of troubleshooting, that is, to provide the user with processing suggestions. After receiving the troubleshooting results, the STB platform server can integrate the received troubleshooting results and the log information reported by other set-top box terminals to perform deeper global troubleshooting, and return the generated fault information and processing operation information to the corresponding set-top box terminals. During this process, if the STB platform server determines that a fault has indeed occurred, the STB platform server can contact the customer service platform to dispatch a ticket for the fault to resolve the fault in a timely manner, and the dispatch result can be synchronized to the troubleshooting interface of the corresponding set-top box terminal for user view. If the STB platform server judges that there is no failure, but the user still cannot watch the video normally, the user can complain to the customer service platform through the complaint module, and report the troubleshooting code to the customer service platform, so that the customer service platform can receive the complaint and troubleshooting code from the The troubleshooting process and results corresponding to the troubleshooting code are obtained from the database, combined with professional knowledge, and comprehensive judgments are given to give professional opinions on troubleshooting.

Taking the fault when a user watches a video as an example, the corresponding troubleshooting process can be described in detail as follows:

In the stage of network connectivity check, the IP address of the commonly used TOP10 websites can be recommended, and the user can also specify the IP address to check the connectivity, and the check results are displayed on the troubleshooting interface, such as the time delay and success Times, packet loss rate and other information, and reported to the STB platform server. In the stage of tracking and detecting network routing, the set-top box terminal can track and record the network jump path and the time to reach each node, and display it on the troubleshooting interface, such as network element node IP, delay time and other information, and report it to the STB platform server . In the stage of testing the video server, you can select the recently played video to test the video server, test the delay with the video server, and the test results are displayed on the troubleshooting interface and uploaded to the STB platform server.

For the troubleshooting module of the set-top box terminal, the troubleshooting results and troubleshooting suggestions (that is, instruction information) can be given at each troubleshooting stage. For example, in the stage of network connectivity check, the website selected by the user for PING is Sina, and the page displays the number of bytes and time of each PING, the success rate of PING and the longest, shortest and average time delay. The troubleshooting module performs self-diagnosis of faults based on information such as success rate and time delay. The result of the troubleshooting is, for example, that the PING success rate is 0%. It is recommended that users check the network connection and restart the gateway.

The set-top box terminal can report the troubleshooting result to the STB platform server, and the STB platform server can save the troubleshooting result to the database, and assign a unique troubleshooting code for this troubleshooting. After the STB platform server saves the troubleshooting results, the fault analysis module can perform fault analysis based on the troubleshooting results. Furthermore, the fault analysis module can synthesize all received fault information and log information, perform fault troubleshooting, and provide real-time troubleshooting results. For example, after the fault analysis module collects the received faults, it finds that the reported faults are concentrated in a certain OLT PON port, and can determine the fault of the OLT PON port, and return the fault information to the set-top box terminal for display, so that users can obtain .

After the STB platform server obtains the fault information, it can call the interface of the customer service order dispatching system, send orders to the system for clearly judged faults, and deal with the faults in a timely manner. For example, for the above-mentioned OLT PON failure, the failure analysis module will describe the failure in detail, and dispatch the failure order to the installation and maintenance personnel in the corresponding province through the customer service order system, so as to deal with the failure in time. Furthermore, the dispatch information of the STB platform server can also be synchronized to the troubleshooting interface of the set-top box terminal, so that the whole stage of troubleshooting can be transparent to users.

If the user is not satisfied with the troubleshooting method, he can complain and contact the customer service platform, and provide the troubleshooting code, so that the customer service personnel can query the current troubleshooting results according to the troubleshooting code, and combine professional knowledge to give a professional troubleshooting solution after a comprehensive judgment opinions, save customer service time, and improve complaint work efficiency.

In addition, according to the ownership information of the STB terminal, the STB platform server can synchronize the failure status, complaints, and installation and maintenance progress of the faulty STB whose personal privacy information is hidden to all users of the STB manufacturer in the same community.

For example, if a user freezes while watching a video, which affects the user's viewing experience, the following troubleshooting procedures can be performed:

S1: The user starts the troubleshooting module of the set-top box terminal by pressing the corresponding button to perform troubleshooting, and the troubleshooting interface displays the troubleshooting results in real time, such as network connectivity check results, routing detection check results, video server check results, etc.

S2: According to the above troubleshooting results, the troubleshooting module gives fault suggestions, such as "the video server connection timed out, and the server is analyzing...".

S3: The set-top box terminal reports the troubleshooting results to the STB platform server (hereinafter referred to as the server), and the fault analysis module of the server integrates the received fault report information, analyzes and judges that the video server deployed in province A is faulty.

S4: The server calls the interface of the customer service order dispatching system according to the fault information, and dispatches the order to relevant personnel in province A for processing.

S5: The server returns the determined fault information and processing operation information to the set-top box terminal for display, for the user to view, for example, "The server judges that the cause of the fault is the video server *.*.*.* in province A, and the service capability has failed , has dispatched an order to the relevant personnel ***, it is expected to be resolved after ** time, please switch to watch the rest of the video content for the time being. If you have any questions, please contact customer service further, the troubleshooting code is ****".

S6: If the user is dissatisfied with the processing process and complains, the customer service personnel will query the troubleshooting results based on the troubleshooting code after receiving the complaint, and quickly give a fault judgment to improve communication efficiency.

S7: When the same failure occurs in other set-top box terminals, quickly return the failure information and dispatch order processing action.

Please refer to FIG. 4. FIG. 4 is a schematic structural diagram of a troubleshooting device provided by an embodiment of the present invention. The troubleshooting device 40 is applied to a set-top box terminal, as shown in FIG. 4, including:

The first receiving module 41 is configured to receive a first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked;

The processing module 42 is configured to troubleshoot the target fault to be checked based on a preset troubleshooting method corresponding to the target fault to be checked, and obtain a troubleshooting result.

In the embodiment of the present invention, the first control instruction input by the user on the troubleshooting interface of the set-top box terminal is received, and the first control instruction is used to instruct to troubleshoot the target fault to be checked, based on the corresponding The default troubleshooting method is used to check the target faults to be checked and get the results. User operations can be used to implement self-checking of set-top box terminal faults, thereby solving faults in a timely manner, improving operation and maintenance efficiency, and improving user experience.

Optionally, the target fault to be checked includes at least one of the following:

The failure of the set-top box itself, the failure of the gateway, the failure of the access network, the failure of the content server, and the failure of the video index server.

Optionally, the troubleshooting device 40 also includes:

a second receiving module, configured to receive a second control instruction input by the user on the troubleshooting interface;

The first sending module is configured to send query request information to a server according to the second control instruction, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server Querying the failure conditions of other set-top box terminals in the target area corresponding to the location information;

A third receiving module, configured to receive the first fault information sent by the server according to the query request information.

Optionally, the first receiving module 41 includes:

The first receiving unit is configured to receive the troubleshooting request information sent by the server, wherein the troubleshooting request information is that the server determines that multiple set-top box terminals in the target area where the set-top box terminal is located have the same failure. sent under , and the troubleshooting request information includes relevant information about the same fault;

a display unit, configured to display related information of the same fault;

The second receiving unit is configured to receive the first control instruction input by the user according to the relevant information of the same fault.

Optionally, the troubleshooting device 40 also includes:

A first determining module, configured to determine indication information according to the troubleshooting result when the troubleshooting result indicates that the target fault to be checked occurs;

Wherein, the indication information is used to indicate the target operation of eliminating the fault.

Please refer to FIG. 5. FIG. 5 is a schematic structural diagram of a troubleshooting device provided by an embodiment of the present invention. The troubleshooting device 50 is applied to a server, as shown in FIG. 5, including:

The fourth receiving module 51 is configured to receive the troubleshooting result sent by the top box terminal, wherein the troubleshooting result is obtained by the set-top box terminal checking the target fault to be checked after receiving the first control instruction input by the user. The first control instruction is used to instruct to troubleshoot the target fault to be troubleshooted;

The second determination module 52 is configured to determine the second fault information and processing operation information according to the troubleshooting result;

The second sending module 53 is configured to send the second fault information and the processing operation information to the set-top box terminal.

In this way, on the basis of self-examination, further combined with the server to determine fault information and process operation information, more accurate fault results can be obtained, so as to solve faults in a more timely manner, improve operation and maintenance efficiency, and improve user experience.

Optionally, the troubleshooting device may also include:

A fifth receiving module, configured to receive query request information sent by the set-top box terminal, wherein the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query the location Fault conditions of other set-top box terminals in the target area corresponding to the information;

An inquiry module, configured to inquire about the failure conditions of the other set-top box terminals according to the inquiry request information, and obtain the first failure information;

A third sending module, configured to send the first fault information to the set-top box terminal.

In addition, an embodiment of the present invention also provides a communication device, including a memory, a processor, and a computer program stored in the memory and operable on the processor, wherein the computer program is executed by the processor During execution, each process of the embodiment of the troubleshooting method shown in FIG. 1 can be realized, or each process of the embodiment of the troubleshooting method shown in FIG. 2 can be realized, and the same technical effect can be achieved. In order to avoid repetition, it is not described here Let me repeat. Optionally, the aforementioned communication device may be the aforementioned set-top box terminal or server.

Optionally, referring to FIG. 6 , the embodiment of the present invention further provides a communication device, including a bus 61 , a transceiver 62 , an antenna 63 , a bus interface 64 , a processor 65 and a memory 66 .

In the embodiment of the present invention, the communication device further includes: a computer program stored in the memory 66 and executable on the processor 65 .

Optionally, when the communication device can be a set-top box terminal, the computer program can implement the following steps when executed by the processor 65:

receiving a first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked;

Based on the preset troubleshooting mode corresponding to the target fault to be checked, the target fault to be checked is checked to obtain a check result.

It can be understood that, in the embodiment of the present invention, when the computer program is executed by the processor 65, each process of the troubleshooting method embodiment shown in FIG. 1 can be realized, and the same technical effect can be achieved. To avoid repetition, here No longer.

Optionally, when the communication device can be a server, the computer program can implement the following steps when executed by the processor 65:

Receive the troubleshooting result sent by the top-box terminal, wherein the troubleshooting result is obtained by the set-top box terminal after receiving the first control instruction input by the user, and troubleshooting the target fault to be checked, and the first control instruction is used to indicate Troubleshoot the target to be troubleshooted;

Determine the second fault information and processing operation information according to the investigation result;

sending the second fault information and the processing operation information to the set-top box terminal.

It can be understood that, in the embodiment of the present invention, when the computer program is executed by the processor 65, the various processes of the troubleshooting method embodiment shown in FIG. 2 can be realized, and the same technical effect can be achieved. In order to avoid repetition, here No longer.

In FIG. 6, the bus architecture (represented by bus 61), bus 61 may include any number of interconnected buses and bridges, bus 61 will include one or more processors represented by processor 65 and memory represented by memory 66 The various circuits are linked together. The bus 61 may also link together various other circuits, such as peripherals, voltage regulators, and power management circuits, etc., which are well known in the art and thus will not be further described herein. The bus interface 64 provides an interface between the bus 61 and the transceiver 62 . Transceiver 62 may be a single element or multiple elements, such as multiple receivers and transmitters, providing a means for communicating with various other devices over a transmission medium. The data processed by the processor 65 is transmitted on the wireless medium through the antenna 63 , further, the antenna 63 also receives the data and transmits the data to the processor 65 .

Processor 65 is responsible for managing bus 61 and general processing, and may also provide various functions including timing, peripheral interfacing, voltage regulation, power management, and other control functions. Instead, the memory 66 may be used to store data used by the processor 65 when performing operations.

Optionally, the processor 65 may be a CPU, ASIC, FPGA or CPLD.

The embodiment of the present invention also provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, each process of the embodiment of the troubleshooting method shown in FIG. 1 can be realized, or the Each process of the embodiment of the troubleshooting method shown in FIG. 2 above can achieve the same technical effect. To avoid repetition, details are not repeated here.

Computer-readable media includes both permanent and non-permanent, removable and non-removable media, and can be implemented by any method or technology for information storage. Information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read only memory (ROM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Flash memory or other memory technology, Compact Disc Read-Only Memory (CD-ROM), Digital Versatile Disc (DVD) or other optical storage, Magnetic tape cartridge, tape magnetic disk storage or other magnetic storage device or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, computer-readable media excludes transitory computer-readable media, such as modulated data signals and carrier waves.

It should be noted that, in this document, the term "comprising", "comprising" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, method, article or apparatus comprising a set of elements includes not only those elements, It also includes other elements not expressly listed, or elements inherent in the process, method, article, or device. Without further limitations, an element defined by the phrase "comprising a ..." does not preclude the presence of additional identical elements in the process, method, article, or apparatus comprising that element.

The serial numbers of the above embodiments of the present invention are for description only, and do not represent the advantages and disadvantages of the embodiments.

Through the description of the above embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus a necessary general-purpose hardware platform, and of course also by hardware, but in many cases the former is better implementation. Based on such an understanding, the essence of the technical solution of the present invention or the part that contributes to the prior art can be embodied in the form of software products, and the computer software products are stored in a storage medium (such as ROM/RAM, disk, CD) contains several instructions to make a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) execute the methods described in various embodiments of the present invention.

The above is only a preferred embodiment of the present invention, it should be pointed out that, for those of ordinary skill in the art, without departing from the principle of the present invention, some improvements and modifications can also be made, and these improvements and modifications can also be made. It should be regarded as the protection scope of the present invention.

Claims (9)

1. A troubleshooting method, applied to a set-top box terminal, is characterized in that, comprising: receiving a first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked; Based on the preset troubleshooting mode corresponding to the target fault to be checked, the target fault to be checked is checked, and a check result is obtained; receiving a second control instruction input by the user on the troubleshooting interface; According to the second control instruction, send query request information to the server, where the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information corresponding to the location information. Failure conditions of other STB terminals in the target area; receiving first fault information sent by the server according to the query request information. 2. The method according to claim 1, wherein the target fault to be checked includes at least one of the following: The failure of the set-top box itself, the failure of the gateway, the failure of the access network, the failure of the content server, and the failure of the video index server. 3. The method according to claim 1, wherein said receiving the first control instruction input by the user on the troubleshooting interface of the set-top box terminal comprises: receiving the troubleshooting request information sent by the server, wherein the troubleshooting request information is sent by the server when it is determined that multiple set-top box terminals in the target area where the set-top box terminal is located have the same failure, and the failure Information about the same fault is included in the troubleshooting request information; display relevant information for the same fault; The first control instruction input by the user according to the relevant information of the same fault is received. 4. The method according to claim 1, characterized in that, after the investigation result is obtained, the method further comprises: In the case that the troubleshooting result indicates that the target fault to be checked occurs, according to the troubleshooting result, determine the indication information; Wherein, the indication information is used to indicate the target operation of eliminating the fault. 5. A troubleshooting method, applied to a server, is characterized in that, comprising: Receive the troubleshooting result sent by the top-box terminal, wherein the troubleshooting result is obtained by the set-top box terminal after receiving the first control instruction input by the user, and troubleshooting the target fault to be checked, and the first control instruction is used to indicate Troubleshoot the target to be troubleshooted; Determine the second fault information and processing operation information according to the investigation result; sending the second fault information and the processing operation information to the set-top box terminal; receiving the query request information sent by the set-top box terminal, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server to query the location information in the target area corresponding to the location information Fault conditions of other STB terminals; According to the query request information, query the fault conditions of the other set-top box terminals to obtain the first fault information; Send the first fault information to the set-top box terminal. 6. A troubleshooting device applied to a set-top box terminal, characterized in that it comprises: The first receiving module is configured to receive the first control instruction input by the user on the troubleshooting interface of the set-top box terminal, wherein the first control instruction is used to instruct to troubleshoot the target fault to be checked; A processing module, configured to troubleshoot the target fault to be checked based on a preset troubleshooting method corresponding to the target fault to be checked, and obtain a check result; a second receiving module, configured to receive a second control instruction input by the user on the troubleshooting interface; The first sending module is configured to send query request information to a server according to the second control instruction, wherein the query request information includes the location information of the set-top box terminal, and the query request information is used to request the server Querying the failure conditions of other set-top box terminals in the target area corresponding to the location information; A third receiving module, configured to receive the first fault information sent by the server according to the query request information. 7. A troubleshooting device applied to a server, characterized in that it comprises: The fourth receiving module is used to receive the troubleshooting result sent by the top box terminal, wherein the troubleshooting result is obtained by the set-top box terminal checking the target fault to be checked after receiving the first control instruction input by the user. The first control instruction is used to instruct to troubleshoot the target fault to be troubleshooted; A second determining module, configured to determine second fault information and processing operation information according to the investigation result; A second sending module, configured to send the second fault information and the processing operation information to the set-top box terminal; A fifth receiving module, configured to receive query request information sent by the set-top box terminal, wherein the query request information includes location information of the set-top box terminal, and the query request information is used to request the server to query the location Fault conditions of other set-top box terminals in the target area corresponding to the information; An inquiry module, configured to inquire about the failure conditions of the other set-top box terminals according to the inquiry request information, and obtain the first failure information; A third sending module, configured to send the first fault information to the set-top box terminal. 8. A communication device, comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, characterized in that, when the computer program is executed by the processor, the The steps of the troubleshooting method described in any one of claims 1 to 4, or the steps of implementing the troubleshooting method described in claim 5. 9. A computer-readable storage medium, on which a computer program is stored, wherein when the computer program is executed by a processor, the steps of the troubleshooting method according to any one of claims 1 to 4 are realized, Or realize the steps of the troubleshooting method as claimed in claim 5.

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