Failure positioning method and device

Abstract

The embodiment of the invention provides a failure positioning method and a failure positioning device, and relates to the technical field of internet. The failure positioning method comprises the following steps: acquiring failure complaining information of target service; acquiring a target log matched with the failure complaining information from a terminal burying point log, wherein the terminal burying point log is generated by a terminal for providing the target service to a user and is used for recording the operating information of the target service; analyzing the target log and positioning the failure type and the failure occurrence range corresponding to the failure complaining information; determining a server log generated by a back-end server of the target service corresponding to the target terminal, wherein the target terminal is the terminal which generates the target log; and analyzing the determined server log and positioning the failure reason corresponding to the failure complaining information. Compared with the prior art, the scheme provided by the embodiment of the invention has the following advantages: the hidden danger that the failure is difficult to position rapidly can be eliminated, the duration of the influence on users by the failure can be reduced and the user experience can be improved.

Description

technical field [0001] The invention relates to the technical field of the Internet, in particular to a fault location method and device. Background technique [0002] Users often use various services provided by Internet companies in their daily life. When users use a certain service, the service breaks down, which prevents users from getting the service results they want. Complain the failure to the customer service system of the Internet company that provides the service. When the customer service system of an Internet company receives the fault complaint information fed back by the user, the customer service personnel will feed back the complaint information to the technicians, who will locate the fault based on the complaint information and determine the scope and cause of the fault. [0003] However, the inventor found in the process of implementing the present invention that at least the following problems exist in the prior art: in the prior art, technicians determi...

AI Technical Summary

Problems solved by technology

[0003] However, the inventor found in the process of realizing the present invention that there are at least the following problems in the prior art: in the prior art, information such as the scope and cause of the fault is determined by the technician, and then the fault location is realized.

Moreover, the fault location process needs to go through many links and requires the cooperation of multiple staff members. Once the staff in a certain link cannot respond quickly to the work, the entire fault location process will be extended. When locating, there is a hidden danger that it is difficult to quickly locate the fault, resulting in a long-lasting impact of the fault on users and poor user experience

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