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Method and device for fault detection

A fault detection and fault technology, applied in the field of fault detection and repair methods and devices, can solve the problems of users occupying a lot of time, high requirements for user professional quality, and low satisfaction, so as to reduce personnel costs, reduce repeated development investment, telephone cost reduction effect

Inactive Publication Date: 2010-06-02
LENOVO (BEIJING) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Disadvantages: telephone cost, number and quality of customer service personnel, lack of professional knowledge of users, etc.
Disadvantages: The number and quality of customer service staff, users worry about the security of personal information
Disadvantages: High requirements for users' professional quality, users take up a lot of time, and the satisfaction is not high
Disadvantages: users need certain professional knowledge
The diagnosis results of the machine cannot be well combined with the human customer service system

Method used

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  • Method and device for fault detection
  • Method and device for fault detection
  • Method and device for fault detection

Examples

Experimental program
Comparison scheme
Effect test

no. 1 example

[0055] The first embodiment, a fault detection and repair method, such as figure 1 shown, including the following steps:

[0056] In step S101, the user finds that there is no sound when using the audio player software to play the file, and submits a fault detection and repair request to the server, specifically selecting the problem of "no sound from the player" from the problem list and submitting it.

[0057]Step S102 , the server receives the user's "player has no sound" fault detection and repair request, queries and selects the "player has no sound" detection and repair strategy corresponding to the problem. The detection and repair strategy refers to a series of detection and repair steps aimed at fault problems. These steps can be out of order, or in a specific order according to different fault types, so that faults can be found and resolved faster. Specifically, the detection and repair steps for obtaining "the player has no sound" include five parts, which are sou...

no. 3 example

[0074] The third embodiment, a device for fault detection and repair, such as image 3 shown, including:

[0075] A service resource library 303, configured to store at least one detection and repair unit, and the detection and repair unit can generate a detection and repair command;

[0076] The access control module 302 is connected with the service resource library, and is used to connect with the client through a wired or wireless network, receive a fault detection and repair request from the client, and send a detection and repair command to the client, and the detection and the repair command is generated by receiving the detection and repair unit;

[0077] The central control module 301 is connected with the access control module 302 and the service resource library 303, and is configured to generate a detection and repair strategy according to the received fault detection and repair request, and control all The detection and repair unit generates detection and repair...

no. 4 example

[0081] The fourth embodiment, a fault detection and repair device, such as Figure 5 shown, also includes:

[0082]The log management module 304 is connected with the access control module 302 and the central control module 301 , and is used for log management of fault detection and repair, and specifically includes a log recording module 341 and a log analysis module 342 .

[0083] Log recording module 341: record the fault detection and repair results from the client received by the access control module 302;

[0084] Log analysis module 342: according to the detection and repair results, count the occurrence frequency of various faults within the set time;

[0085] The central control module 301 also includes a sequence value setting module 313, which resets the sequence value of the detection and repair unit with the current fault identification in the storage module (not shown in the figure) according to the occurrence frequency of the fault, so that the frequency High ...

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PUM

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Abstract

The invention discloses a fault detection and repair method, which comprises the following steps: receiving a fault detection and repair request of a client, wherein the fault detection and repair request comprises fault information; correspondingly acquiring a detection and repair strategy according to the fault information; selecting at least one detection and repair unit according to the detection and repair strategy; receiving a detection result which is sent by the client after receiving a detection command and finishing the detection at a local place, wherein the detection command is sent by the detection and repair unit; and receiving the repair result which is sent by the client after receiving a repair command and finishing the repair at the local place, wherein the repair command is sent by the detection and repair unit according to the detection result. Therefore, the automatic and flow detection and repair processes are realized, the personnel cost is reduced, and the user feeling is enhanced.

Description

technical field [0001] The invention relates to fault detection technology, in particular to a fault detection and repair method and device. Background technique [0002] When computer users encounter problems or failures in the process of using computers, many users do not have the ability to solve these problems themselves. They can only detect and repair problems or failures in other ways: [0003] Existing solution 1: traditional telephone service mode: users call after-sales service to obtain technical support from customer service personnel, and customer service personnel guide users to diagnose and repair problems on the phone. Disadvantages: telephone cost, number and quality of customer service personnel, lack of professional knowledge of users, etc. [0004] Existing solution 2: The user gets in touch with the customer service personnel by telephone or online real-time communication, and the customer service personnel remotely take over the user's computer to help...

Claims

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Application Information

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IPC IPC(8): H04L12/24H04L29/06G06F11/00
Inventor 高锋叶帅民
Owner LENOVO (BEIJING) CO LTD
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