Troubleshooting methods, electronic devices

Abstract

This application discloses a fault resolution method and electronic device, relating to the field of smart home technology. The fault resolution method includes: establishing a digital twin model of a target device; predicting the fault of the target device through the digital twin model to obtain a prediction result; wherein the prediction result includes: a target component of the target device and fault description information of the target component; the probability of the target component failing is greater than a preset threshold; determining an operation event for resolving the fault of the target component based on the fault description information, and executing the operation event. The above technical solution solves the problem of sudden device failures resulting in a poor user experience.

Description

Technical Field

[0001] The present application relates to the field of smart home technology, and more specifically, to a fault troubleshooting method and an electronic device. Background Art

[0002] With the rapid development of society, more and more devices appear in homes. However, during the operation of the devices, more or less malfunctions will occur. If a device suddenly fails, the user will be unable to use the device. If the user urgently needs this device, it will bring a very bad user experience to the user.

[0003] Currently, no effective solution has been proposed to the problem that sudden equipment failures in related technologies lead to poor user experience.

[0004] Therefore, it is necessary to improve the related technology to overcome the above-mentioned defects in the related technology. Summary of the Invention

[0005] The embodiments of the present invention provide a fault troubleshooting method and an electronic device to at least solve the problem that a sudden device failure causes a poor user experience.

[0006] According to one aspect of an embodiment of the present invention, a fault resolution method is provided, comprising: establishing a digital twin model of a target device; predicting the fault of the target device through the digital twin model to obtain a prediction result; wherein the prediction result comprises: a target component of the target device and fault description information of the target component; the probability of failure of the target component is greater than a preset threshold; determining an operation event for resolving the fault of the target component based on the fault description information, and executing the operation event.

[0007] In an exemplary embodiment, predicting the failure of the target device through the digital twin model includes: obtaining the historical usage record of the target device, and determining the usage habits of the first target object using the target device through the historical usage record, wherein the usage habits include: the frequency of using the target device, the frequency of using the components of the target device, and the method of operating the target device; instructing the digital twin model to simulate and run the target device through the usage habits to predict the failure of the target device.

[0008] In an exemplary embodiment, determining an operation event for resolving the fault of the target component based on the fault description information includes: determining whether the first target object is allowed to replace the target component when the fault description information indicates that the target component has a fault of a first fault type in a first time period; when it is determined that the first target object is allowed to replace the target component, determining the operation event to be mailing the target component that has not failed to the first target object at a first preset time before the first time period and sending the installation video of the target component to the first target object; when it is determined that the first target object is not allowed to replace the target component, determining to the first target object whether the second target object is allowed to replace the target component at a second preset time before the first time period, and when the first target object allows the second target object to replace the target component of the target device at the second preset time, determining the operation event to be instructing the second target object to replace the target component of the target device at the second preset time.

[0009] In an exemplary embodiment, determining an operation event for resolving the fault of the target component based on the fault description information includes: determining a target usage habit of using the target device that causes the target component to exhibit the second fault type in the second time period, when the fault description information is used to indicate that the target component exhibits a fault of the second fault type in the second time period; and determining that the operation event is to send a prompt message to the first target object, wherein the prompt message is used to prompt the first target object that using the target device according to the target usage habit will cause the target component to exhibit the second fault type in the second time period.

[0010] In an exemplary embodiment, before determining the operational event for resolving the fault of the target component based on the fault description information, the method further includes: determining the display method of the target component in the component structure diagram of the target device based on the fault description information; and instructing the target device to display the target component in the component structure diagram using the display method during the process of the target device displaying the component structure diagram of the target device.

[0011] In an exemplary embodiment, determining the display mode of the target component in the component structure diagram of the target device based on the fault description information includes: determining the fault type and fault time of the target component based on the fault description information; determining a first display mode corresponding to the fault type and a second display mode corresponding to the fault time; wherein the display mode includes the first display mode and the second display mode.

[0012] In an exemplary embodiment, determining a first display mode corresponding to the fault type includes: when the fault type is a first fault type, obtaining a preset first display color corresponding to the first fault type, and determining that the first display mode is to display the target component in the first display color in the component structure diagram; when the fault type is a second fault type, obtaining a preset second display color corresponding to the second fault type, and determining that the first display mode is to display the target component in the second display color in the component structure diagram; wherein the first display color and the second display color are different from the display color of the component structure diagram; determining a second display mode corresponding to the fault time includes: when the fault time is within a first time range, obtaining a preset first display size corresponding to the first time range, and determining that the second display mode is to display the target component in the first display size in the component structure diagram; when the fault time is within a second time range, obtaining a preset second display size corresponding to the second time range, and determining that the second display mode is to display the target component in the second display size in the component structure diagram.

[0013] In an exemplary embodiment, after executing the operation event, the method further includes: determining a first set of operation steps for resolving the target fault when it is detected that the target component has a target fault and the target fault allows the first target object to be resolved; prompting the first target object to execute each step in the first set of operation steps in sequence, and in the process of prompting the first target object to execute each step in the first set of operation steps in sequence, detecting the status of the target device after the first target object executes each step each time, and continuing to prompt the first target object according to the status of the target device until the target device no longer has a fault.

[0014] In an exemplary embodiment, continuing to prompt the first target object according to the status of the target device includes: determining whether each operation of the first target object is correct according to the status of the target device; if it is determined that the operation of the first target object is correct, prompting the first target object to continue to execute the next step in the first set of operation steps; if it is determined that the operation of the first target object is incorrect and does not cause other components of the target device to malfunction, re-determining a second set of operation steps for resolving the target fault, and prompting the first target object to execute each step in the second set of operation steps in sequence; if it is determined that the operation of the first target object is incorrect and causes other components of the target device to malfunction, and the fault of the other components allows the first target object to resolve the fault, determining a third set of operation steps for resolving the target fault and the fault of the other components, and prompting the first target object to execute each step in the third set of operation steps in sequence; if it is determined that the operation of the first target object is incorrect and causes other components of the target device to malfunction, and the fault of the other components does not allow the first target object to resolve the fault, prompting the first target object to instruct the second target object to resolve the fault of the target device.

[0015] According to another aspect of an embodiment of the present invention, a fault resolution device is also provided, including: an establishment module for establishing a digital twin model of a target device; a prediction module for predicting the fault of the target device through the digital twin model to obtain a prediction result; wherein the prediction result includes: the target component of the target device and the fault description information of the target component; the probability of failure of the target component is greater than a preset threshold; a processing module for determining an operation event for resolving the fault of the target component based on the fault description information, and executing the operation event.

[0016] According to another aspect of the embodiments of the present invention, a computer-readable storage medium is provided, in which a computer program is stored. The computer program is configured to execute the above-mentioned fault resolving method when running.

[0017] According to another aspect of an embodiment of the present invention, an electronic device is provided, including a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor executes the fault troubleshooting method through the computer program.

[0018] The present invention establishes a digital twin model of a target device and uses it to predict the target device's faults, predicting the target component of the target device that will fail, and then determining an operational event for resolving the target component's fault based on the predicted fault description information, and executing the operational event. Because the target device's faults are predicted in advance and the operational event for resolving the fault is executed, future faults can be foreseen in advance, and any sudden future faults of the target device can be resolved. This solves the problem of a poor user experience caused by sudden device failures and improves the user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0019] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0020] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0021] Figure 1 is a schematic diagram of a hardware environment for a fault troubleshooting method according to an embodiment of the present application;

[0022] Figure 2 is a flowchart of a fault troubleshooting method according to an embodiment of the present invention (I);

[0023] Figure 3 is a flowchart of a fault troubleshooting method according to an embodiment of the present invention (II);

[0024] Figure 4 is a structural block diagram of a fault resolution device according to an embodiment of the present invention (I);

[0025] Figure 5 2 is a structural block diagram of a fault resolution device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0026] In order to enable those skilled in the art to better understand the present invention, the following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments in the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts should fall within the scope of protection of this application.

[0027] It should be noted that the terms "first", "second", etc. in the specification and claims of the present application and the above-mentioned drawings are used to distinguish similar objects and are not necessarily used to describe a specific order or sequential order. It should be understood that the data used in this way can be interchangeable where appropriate, so that the embodiments of the present application described herein can be implemented in a sequence other than those illustrated or described herein. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions, for example, a process, method, system, product or device comprising a series of steps or units is not necessarily limited to those steps or units clearly listed, but may include other steps or units that are not clearly listed or inherent to these processes, methods, products or devices.

[0028] According to one aspect of the embodiment of the present application, a fault troubleshooting method is provided. The fault troubleshooting method is widely used in smart home (Smart Home), smart home, smart home device ecology, smart home (IntelligenceHouse) ecology and other whole-house intelligent digital control application scenarios. Optionally, in this embodiment, the above-mentioned fault troubleshooting method can be applied to Figure 1 In the hardware environment shown in FIG. 1 , which is composed of a terminal device 102 and a server 104. Figure 1 As shown, the server 104 is connected to the terminal device 102 via a network, and can be used to provide services (such as application services, etc.) for the terminal or the client installed on the terminal. A database can be set up on the server or independently of the server to provide data storage services for the server 104. Cloud computing and / or edge computing services can be configured on the server or independently of the server to provide data computing services for the server 104.

[0029] The aforementioned network may include, but is not limited to, at least one of the following: a wired network and a wireless network. The aforementioned wired network may include, but is not limited to, at least one of the following: a wide area network, a metropolitan area network, and a local area network. The aforementioned wireless network may include, but is not limited to, at least one of the following: Wi-Fi (Wireless Fidelity) and Bluetooth. The terminal device 102 may be, but is not limited to, a PC, a mobile phone, a tablet computer, a smart air conditioner, a smart range hood, a smart refrigerator, a smart oven, a smart stove, a smart washing machine, a smart water heater, a smart washing machine, a smart dishwasher, a smart projection device, a smart TV, a smart clothes drying rack, smart curtains, smart audio and video, a smart socket, a smart speaker, a smart fresh air device, smart kitchen and bathroom equipment, smart bathroom equipment, a smart sweeping robot, a smart window cleaning robot, a smart mopping robot, a smart air purifier, a smart steamer, a smart microwave oven, a smart kitchen treasure, a smart purifier, a smart water dispenser, a smart door lock, etc.

[0030] In order to solve the above problem, a fault resolution method is provided in this embodiment. Figure 2 FIG. 1 is a flowchart of a fault troubleshooting method according to an embodiment of the present invention (I), which includes the following steps:

[0031] Step S202: Establishing a digital twin model of the target device;

[0032] It should be noted that digital twins fully utilize data such as physical models, sensor updates, and operational history, integrating multi-disciplinary, multi-physical, multi-scale, and multi-probability simulation processes to complete mapping in virtual space, thereby reflecting the entire life cycle of the corresponding physical equipment. That is, in this embodiment, a digital twin model that can reflect the entire life cycle of the target device is established. It should be noted that the digital twin model of the target device is a mapping of the target device in virtual space, and the currently constructed digital twin model can represent the current state of the device.

[0033] Exemplarily, the target device may be the terminal device 102 mentioned above.

[0034] Step S204: Predicting the failure of the target device using the digital twin model to obtain a prediction result; wherein the prediction result includes: a target component of the target device and fault description information of the target component; and the probability of failure of the target component is greater than a preset threshold;

[0035] For example, when the target device is a water purifier, the target component may be a filter element or other component.

[0036] In an exemplary embodiment, the above step S204 can be implemented by the following steps S11-S12:

[0037] Step S11: Obtaining historical usage records of the target device, and determining the usage habits of the first target subject using the target device based on the historical usage records, wherein the usage habits include: the frequency of using the target device, the frequency of using components of the target device, and the operation method of the target device;

[0038] It should be noted that the first target object is the user who uses the target device. Exemplarily, the frequency of using the target device includes how often the target device is used; the frequency of using the components of the target device includes the frequency of using all components of the target device; and the control mode of using the target device includes the habits of using the target components (normal use, abnormal use, etc.), the habits of using the system of the target device (normal use, abnormal use, etc.), etc.

[0039] Step S12: instruct the digital twin model to run the target device through the usage habit simulation to predict the failure of the target device.

[0040] It should be noted that if there are multiple users of the target device, the usage habits of the multiple users are determined based on the historical usage records, and then the digital twin model is instructed to simulate the operation of the target device through the usage habits of the multiple users to predict the failure of the target device.

[0041] By adopting the above technical solution, the digital twin model is instructed to run through the user's usage habits simulation, which can make the predicted failure of the target device more accurate.

[0042] Step S206: determining an operation event for resolving the target component failure according to the fault description information, and executing the operation event.

[0043] It should be noted that the above-mentioned operation event is an event for resolving a failure of a target component at a predicted time.

[0044] In an exemplary embodiment, determining the operation event for resolving the target component failure according to the fault description information may be achieved by following the steps S21-S23:

[0045] Step S21: determining whether to allow a first target object to replace the target component when the fault description information indicates that the target component has a fault of a first fault type in a first time period;

[0046] Exemplarily, the first fault type is a natural damage fault (eg, a component has reached the end of its service life).

[0047] It should be noted that when a target component has reached the end of its service life, it needs to be replaced. However, different devices and components have different risks and require different expertise for component replacement. That is, for components with low risks and less expertise, users are allowed to replace them, while for components with high risks and more expertise, users are not allowed to replace them. Furthermore, if a target component fails with a first fault type in a first time period, it is necessary to determine whether the first target subject is allowed to manually replace the target component.

[0048] It should be noted that since the service life of the target component is fixed and the user always uses the target component normally, it is possible to more accurately predict when the target component will reach the end of its service life and thus the occurrence of a first fault type based on the user's usage frequency. That is, the first time period can be a certain day.

[0049] Step S22: if it is determined that the first target object is allowed to replace the target component, determining the operation event to be mailing the target component that has not failed to fail to the first target object at a first preset time before the first time period and sending the first target object an installation video of the target component;

[0050] It should be noted that if the first target user is allowed to replace the target component, the operation event is to mail the target component that does not fail to the user in advance before the failure occurs, and send the user a video of the target component installation. For example, the first preset time can be one week, one month, etc. before the start time of the first time period. For example, if the first time period is October 25th, the mailing process can be triggered at 00:00 on October 18th, and the target component that does not fail to the user can be mailed.

[0051] It should be noted that when it is detected that the user is installing the target component, the user can be guided step by step to install it, and the user's installation operation can be detected in real time to determine whether the user has made an operation error, and if the user has made an operation error, the user's operation can be corrected.

[0052] Step S23: When it is determined that the first target object is not allowed to replace the target component, determine to the first target object whether the second target object is allowed to replace the target component at a second preset time before the first time period, and when the first target object allows the second target object to replace the target component of the target device at the second preset time, determine the operation event as instructing the second target object to replace the target component of the target device at the second preset time.

[0053] It should be noted that if the user is not allowed to manually replace the target component, the user will be asked whether to allow the maintenance personnel (the second target object) to replace the component at a second preset time before the first time period. If the user allows, the operation event will be to instruct the maintenance personnel to replace the target component of the target device at the second preset time. It should be noted that the second preset time can be one week, one month, etc. before the start time of the first time period.

[0054] In an exemplary embodiment, determining the operation event for resolving the target component failure according to the fault description information may also be achieved by the following steps S31-S32:

[0055] Step S31: when the fault description information indicates that the target component has a fault of a second fault type in a second time period, determining a target usage habit of the target device that causes the target component to have the fault of the second fault type in the second time period;

[0056] Exemplarily, the second fault type is a non-natural damage fault (for example, a fault caused by a user's bad usage habits).

[0057] It should be noted that if the user frequently uses the target component abnormally (for example, violently), the target component will often be damaged to varying degrees. If the damage to the target component is severe, rendering it inoperable, it will cause the target component to exhibit a second type of failure. The user's daily usage habits can then be analyzed to determine the usage habits that lead to the second type of failure, and the user can be prompted accordingly.

[0058] Step S32: Determine that the operation event is sending a prompt message to the first target object, wherein the prompt message is used to prompt the first target object that using the target device according to the target usage habit will cause the target component to have a second fault type failure in the second time period.

[0059] That is, prompting the user to avoid using the target device according to the target usage habit can avoid the target component from malfunctioning in the second time period, thereby resolving the problem of the target component malfunctioning in the second time period.

[0060] In S202-S206, a digital twin model of the target device is established and used to predict the target device's faults. The target component of the target device that will fail is predicted, and then, based on the predicted fault description information, an operational event for resolving the target component's fault is determined and executed. Because the target device's faults are predicted in advance and the operational event for resolving the fault is executed, future faults can be foreseen and resolved in advance, potentially preventing sudden future faults of the target device. This resolves the issue of a poor user experience caused by sudden device failures and improves the user experience.

[0061] In an exemplary embodiment, before executing the above step S206, the above method further comprises the following steps S41-S42:

[0062] Step S41: determining the display mode of the target component in the component structure diagram of the target device according to the fault description information;

[0063] It should be noted that the component structure diagram of the target device will display all components of the target device.

[0064] Step S42: instructing the target device to display the target component in the component structure diagram in the display mode during the process of the target device displaying the component structure diagram of the target device.

[0065] Through the above steps S41-S42, the user can see more clearly and directly in the component structure diagram of the target device that the target component is about to fail.

[0066] In an exemplary embodiment, the above-mentioned step S41 can be implemented in the following manner: determining the fault type and fault time of the target component according to the fault description information; determining a first display mode corresponding to the fault type and a second display mode corresponding to the fault time; wherein the display mode includes the first display mode and the second display mode.

[0067] It should be noted that displaying different types of faults in different display modes can enable users to see the fault type of the target component more intuitively according to the display mode; determining the second display mode corresponding to the fault time includes: determining the corresponding second display mode according to the distance between the fault time and the current time, so that users can immediately know when the target component will fail according to the second display mode.

[0068] In an exemplary embodiment, determining the first display mode corresponding to the fault type can be achieved in the following manner: when the fault type is a first fault type, obtaining a preset first display color corresponding to the first fault type, and determining that the first display mode is to display the target component in the component structure diagram with the first display color; when the fault type is a second fault type, obtaining a preset second display color corresponding to the second fault type, and determining that the first display mode is to display the target component in the component structure diagram with the second display color; wherein, the first display color and the second display color are both different from the display color of the component structure diagram.

[0069] For example, the first display color may be yellow, and the second display color may be red, so that the user can clearly see what type of failure the target component will have based on the colors.

[0070] In an exemplary embodiment, determining the second display mode corresponding to the fault time can be achieved in the following manner: when the fault time is within a first time range, obtaining a preset first display size corresponding to the first time range, and determining that the second display mode is to display the target component in the component structure diagram with the first display size; when the fault time is within a second time range, obtaining a preset second display size corresponding to the second time range, and determining that the second display mode is to display the target component in the component structure diagram with the second display size.

[0071] It should be noted that if the time corresponding to the first time range is earlier than the time corresponding to the second time range, the first display size is larger than the second display size. That is, the closer the failure time is to the present, the larger the display size of the target component. This allows users to determine the approximate time until the component fails based on the display size.

[0072] In an exemplary embodiment, after the operation event is executed, the following steps S51-S52 are further performed:

[0073] Step S51: when it is detected that a target fault has occurred in the target component and the target fault allows the first target object to be released, determining a first set of operation steps for releasing the target fault;

[0074] It should be noted that if the fault of the target component is the first fault type, and the operation event has been executed in advance to mail the target component that has not failed to the user in advance, then the above-mentioned first operation step set is the step set for guiding the user to replace the target component.

[0075] Step S52: Prompt the first target object to perform each step in the first set of operation steps in sequence, and in the process of prompting the first target object to perform each step in the first set of operation steps in sequence, detect the status of the target device after the first target object completes each step, and continue to prompt the first target object according to the status of the target device until there is no fault in the target device.

[0076] It should be noted that, assuming that there are N steps in the first operation step set, the user will be prompted to perform the first step, the second step, and so on. To ensure that the user performs the operation correctly every time, the status of the target device can be detected after the user performs each step, and further prompts can be given based on the status of the target device.

[0077] In an exemplary embodiment, continuing to prompt the first target object according to the state of the target device can be achieved by following the steps S61-S64:

[0078] Step S61: determining whether each operation of the first target object is correct according to the state of the target device;

[0079] Step S62: If it is determined that the operation of the first target object is correct, prompt the first target object to continue to perform the next step in the first operation step set;

[0080] Step S63: If it is determined that the operation of the first target object is erroneous and does not cause failures in other components of the target device, a second set of operation steps for resolving the target failure is re-determined, and the first target object is prompted to perform each step in the second set of operation steps in sequence;

[0081] It should be noted that, in the process of prompting the first target object to perform each step in the second set of operation steps in sequence, it is also necessary to detect the status of the target device after the first target object completes each step in the second set of operation steps, and continue to prompt the first target object based on the status of the target device.

[0082] Step S64: If it is determined that the operation of the first target object is erroneous and causes a fault in another component of the target device, and the fault of the other component allows the first target object to resolve the fault, a third set of operation steps is determined for resolving the target fault and the fault of the other component, and the first target object is prompted to perform each step in the third set of operation steps in sequence;

[0083] It should be noted that, in the process of prompting the first target object to perform each step in the third set of operation steps in sequence, it is also necessary to detect the status of the target device after the first target object completes each step in the third set of operation steps each time, and continue to prompt the first target object based on the status of the target device.

[0084] Step S65: When it is determined that the first target object has an operation error and has caused other components of the target device to malfunction, and the malfunction of the other components does not allow the first target object to be released, prompt the first target object to instruct the second target object to release the malfunction of the target device.

[0085] In an exemplary embodiment, if the number of operational errors occurring during the user operation is greater than a preset number, it indicates that the user is not suitable to manually resolve the fault by himself, and the first target object is prompted to instruct the second target object (i.e., the maintenance personnel) to resolve the fault of the target device.

[0086] In short, each time the user is prompted to perform an action, the device's current state is checked to determine whether the user performed the action correctly. If so, the device will provide guidance for the next action. If not, the device will correct the user's action and determine whether any other exceptions have occurred. If any other exceptions have occurred, the device will determine whether the user is allowed to manually cancel the action.

[0087] Obviously, the embodiments described above are only part of the embodiments of the present invention, rather than all the embodiments. In order to better understand the above method, the above process is described below in conjunction with the embodiments, but it is not intended to limit the technical solutions of the embodiments of the present invention. Specifically:

[0088] In the event of a target device failure, you can Figure 3 The steps described above guide the user to solve the problem. Specifically, the steps include:

[0089] S302: A fault is detected;

[0090] S304: Determine the abnormality type and whether the user can operate it by himself. If it is determined to be yes, execute step S306; otherwise, execute step S318;

[0091] S306: Determine the type of the backplane fault and provide the user with operation instructions;

[0092] S308: Determine whether the user operation error causes other abnormalities. If yes, execute step S316; otherwise, execute step S310;

[0093] S310: Determine whether the fault resolution step is completed. If yes, execute step S312; otherwise, execute step S314.

[0094] S312: confirming that the fault is resolved;

[0095] S314: Further guidance on troubleshooting;

[0096] S316: Determine whether other exceptions are caused more than N times. If yes, execute step S318; otherwise, execute step S304.

[0097] S318: Ask the user whether to accept door-to-door service. If yes, go to step S320; otherwise, go to step S322.

[0098] S320: prompting that the service work order is completed;

[0099] S322: Prompt that the voice guidance operation can be performed again.

[0100] The above steps can be divided into two major steps. For better understanding, the following are detailed descriptions:

[0101] Step 1: Determine whether the device's anomaly can be addressed based on the status reported by the target device's backplane, and initially guide the user to accept manual service or voice guidance.

[0102] Specifically, the target device synchronizes its status to the cloud server in real time. When the cloud server detects that the status of the target device is abnormal, it notifies the user of the current abnormal status of the device through voice. The abnormal status is mainly divided into two categories: user-unresolvable and user-resolvable.

[0103] User-unable faults: If the fault type cannot be resolved by the user, the user will be informed of the current abnormality and asked whether they would like to request a manual on-site service visit. This will also notify the user via SMS or subscription account to ensure they are not informed of the abnormality while away from home. If the user accepts the on-site service visit, the on-site service visit will be carried out according to the user's request.

[0104] User-Supported: When the fault is self-resolvable, the user will be notified of the abnormal status in multiple ways, and informed that the current abnormality can be manually resolved in several steps. After the user accepts the voice guidance, the user will be guided step by step to operate the device.

[0105] Step 2: Follow the steps and user operation results to provide guidance for each step;

[0106] For abnormal conditions that can be manually resolved by the user, the user is first informed of the steps involved, followed by step-by-step instructions for each step. After each instruction, the device proactively checks the current state to determine whether the user's operation was correct. If so, the device proceeds to the next step. If not, the device corrects the user's operation and determines whether other abnormalities have occurred. If other abnormalities have occurred, the device proceeds to step 1 to determine whether the current operation can be manually performed.

[0107] If a user triggers multiple abnormal operations, we will guide them to a site visit. Based on the user's current device abnormality history and the scheduled visit time, we will provide a customized on-site troubleshooting service. Once the user can follow the corresponding steps in the instructions, the troubleshooting will be resolved.

[0108] It should be noted that during the operation, if the user interrupts the guided process, each time the user asks again how to resolve the current fault, the unfinished process can be continued until the fault is resolved.

[0109] In short, this implementation can be used to categorize the fault type and whether it can be guided by user actions, providing in-depth breakdown of user-accessible faults. During step-by-step guidance, based on the stored fault description data and real-time monitoring of device status, when an anomaly occurs, the system not only notifies the user in real time but also provides further guidance. After guiding the user through each step, the correctness of the user's actions is monitored in real time, providing flexible guidance for resolving the anomaly. This maximizes user assistance in operating an abnormal device, reducing platform manual effort.

[0110] Through the technical solution of the embodiments of the present application, when the smart home enters an abnormal state, the cloud server control platform can monitor the status of the user's device and provide the user with flexible real-time troubleshooting guidance, thereby conveniently solving user problems and avoiding the waste of system resources caused by frequent manual services.

[0111] Through the description of the above embodiments, those skilled in the art can clearly understand that the method according to the above embodiment can be implemented by means of software plus the necessary general hardware platform, and of course it can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of the present invention, or the part that contributes to the prior art, can be embodied in the form of a software product, which is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk), and includes a number of instructions for enabling a terminal device (which can be a mobile phone, computer, server, or network device, etc.) to execute the methods of various embodiments of the present invention.

[0112] This embodiment also provides a fault resolution device for implementing the above-mentioned embodiments and preferred embodiments. Details already described will not be repeated. As used below, the term "module" may refer to a combination of software and / or hardware that implements a predetermined function. Although the devices described in the following embodiments are preferably implemented in software, implementation using hardware, or a combination of software and hardware, is also possible and contemplated.

[0113] Figure 4 FIG1 is a structural block diagram of a fault resolution device according to an embodiment of the present invention (I), the device comprising:

[0114] Establishing module 42, for establishing a digital twin model of the target device;

[0115] A prediction module 44 is configured to predict a failure of the target device using the digital twin model to obtain a prediction result, wherein the prediction result includes: a target component of the target device and a description of the failure of the target component; and a probability of failure of the target component being greater than a preset threshold.

[0116] The processing module 46 is configured to determine an operation event for resolving the target component failure according to the fault description information, and execute the operation event.

[0117] The above-mentioned device establishes a digital twin model of the target device and uses the digital twin model to predict the target device's failures, predicting the target component of the target device that will fail, and then determining an operational event for resolving the target component's failure based on the predicted fault description information, and executing the operational event. Because the target device's failure is predicted in advance and the operational event for resolving the failure is executed, future failures can be predicted in advance and further resolved in the event of a sudden failure of the target device in the future. This solves the problem of sudden device failures leading to a poor user experience and improves the user experience.

[0118] In an exemplary embodiment, the prediction module 44 is also used to obtain the historical usage records of the target device, and determine the usage habits of the first target object in using the target device through the historical usage records, wherein the usage habits include: the frequency of using the target device, the frequency of using the components of the target device, and the method of controlling the target device; instruct the digital twin model to simulate and run the target device through the usage habits to predict the failure of the target device.

[0119] In an exemplary embodiment, the processing module 46 is also used to determine whether the first target object is allowed to replace the target component when the fault description information indicates that the target component has a fault of a first fault type in a first time period; when it is determined that the first target object is allowed to replace the target component, determine the operation event as mailing the target component that has not failed to the first target object at a first preset time before the first time period and sending the installation video of the target component to the first target object; when it is determined that the first target object is not allowed to replace the target component, determine to the first target object whether the second target object is allowed to replace the target component at a second preset time before the first time period, and when the first target object allows the second target object to replace the target component of the target device at the second preset time, determine the operation event as instructing the second target object to replace the target component of the target device at the second preset time.

[0120] In an exemplary embodiment, the processing module 46 is also used to determine the target usage habit of using the target device that causes the target component to have a fault of the second fault type in the second time period, when the fault description information is used to indicate that the target component has a fault of the second fault type in the second time period; and determine that the operation event is to send a prompt message to the first target object, wherein the prompt message is used to prompt the first target object that using the target device according to the target usage habit will cause the target component to have a fault of the second fault type in the second time period.

[0121] In an exemplary embodiment, Figure 5 This is a structural block diagram (II) of a fault resolution device according to an embodiment of the present invention, the device also includes: a display module 48, which is used to determine the display method of the target component in the component structure diagram of the target device according to the fault description information before determining the operation event for resolving the fault of the target component according to the fault description information; and instruct the target device to display the target component in the component structure diagram through the display method during the process of the target device displaying the component structure diagram of the target device.

[0122] In an exemplary embodiment, the display module 48 is also used to determine the fault type and fault time of the target component based on the fault description information; determine a first display mode corresponding to the fault type and a second display mode corresponding to the fault time; wherein the display mode includes the first display mode and the second display mode.

[0123] In an exemplary embodiment, the display module 48 is further used to determine a first display mode corresponding to the fault type in the following manner: when the fault type is a first fault type, obtaining a preset first display color corresponding to the first fault type, and determining that the first display mode is to display the target component in the first display color in the component structure diagram; when the fault type is a second fault type, obtaining a preset second display color corresponding to the second fault type, and determining that the first display mode is to display the target component in the second display color in the component structure diagram; wherein the first display color and the second display color are different from the display color of the component structure diagram; the display module is further used to determine a second display mode corresponding to the fault time in the following manner: when the fault time is within a first time range, obtaining a preset first display size corresponding to the first time range, and determining that the second display mode is to display the target component in the first display size in the component structure diagram; when the fault time is within a second time range, obtaining a preset second display size corresponding to the second time range, and determining that the second display mode is to display the target component in the second display size in the component structure diagram.

[0124] In an exemplary embodiment, the processing module 46 is also used to, after executing the operation event, determine a first set of operation steps for resolving the target fault when it is detected that the target component has a target fault and the target fault allows the first target object to be resolved; prompt the first target object to execute each step in the first set of operation steps in sequence, and in the process of prompting the first target object to execute each step in the first set of operation steps in sequence, detect the status of the target device after the first target object executes each step each time, and continue to prompt the first target object according to the status of the target device until the target device no longer has a fault.

[0125] In an exemplary embodiment, the processing module 46 is also used to determine whether each operation of the first target object is correct based on the status of the target device; if it is determined that the operation of the first target object is correct, prompt the first target object to continue to execute the next step in the first operation step set; if it is determined that the operation of the first target object is incorrect and does not cause failures in other components of the target device, re-determine a second operation step set for resolving the target failure, and prompt the first target object to execute each step in the second operation step set in sequence; if it is determined that the operation of the first target object is incorrect and causes failures in other components of the target device, and the failures of the other components allow the first target object to resolve the failures, determine a third operation step set for resolving the target failure and the failures of the other components, and prompt the first target object to execute each step in the third operation step set in sequence; if it is determined that the operation of the first target object is incorrect and causes failures in other components of the target device, and the failures of the other components do not allow the first target object to resolve the failures, prompt the first target object to instruct the second target object to resolve the failure of the target device.

[0126] An embodiment of the present invention further provides a computer-readable storage medium, in which a computer program is stored. The computer program is configured to execute the steps of any one of the above method embodiments when running.

[0127] Optionally, in this embodiment, the storage medium may be configured to store a computer program for performing the following steps:

[0128] S1, establish a digital twin model of the target device;

[0129] S2, predicting the failure of the target device using the digital twin model to obtain a prediction result; wherein the prediction result includes: a target component of the target device and fault description information of the target component; and the probability of failure of the target component is greater than a preset threshold;

[0130] S3: Determine an operation event for resolving the target component failure according to the fault description information, and execute the operation event.

[0131] In an exemplary embodiment, the computer-readable storage medium may include, but is not limited to, various media that can store computer programs, such as a USB flash drive, a read-only memory (ROM), a random access memory (RAM), a mobile hard disk, a magnetic disk, or an optical disk.

[0132] For specific examples in this embodiment, reference may be made to the examples described in the above embodiments and exemplary implementation modes, and this embodiment will not be described in detail here.

[0133] An embodiment of the present invention further provides an electronic device, comprising a memory and a processor, wherein the memory stores a computer program, and the processor is configured to run the computer program to execute the steps in any one of the above method embodiments.

[0134] Optionally, in this embodiment, the processor may be configured to execute the following steps through a computer program:

[0135] S1, establish a digital twin model of the target device;

[0136] S2, predicting the failure of the target device using the digital twin model to obtain a prediction result; wherein the prediction result includes: a target component of the target device and fault description information of the target component; and the probability of failure of the target component is greater than a preset threshold;

[0137] S3: Determine an operation event for resolving the target component failure according to the fault description information, and execute the operation event.

[0138] In an exemplary embodiment, the electronic device may further include a transmission device and an input / output device, wherein the transmission device is connected to the processor, and the input / output device is connected to the processor.

[0139] For specific examples in this embodiment, reference may be made to the examples described in the above embodiments and exemplary implementation modes, and this embodiment will not be described in detail here.

[0140] Obviously, those skilled in the art will appreciate that the various modules or steps of the present invention described above can be implemented using a general-purpose computing device, can be centralized on a single computing device, or can be distributed across a network of multiple computing devices. They can be implemented using program code executable by the computing device, and thus, can be stored in a storage device and executed by the computing device. In some cases, the steps shown or described herein can be performed in a different order than that shown, or can be fabricated as separate integrated circuit modules, or multiple modules or steps can be fabricated as a single integrated circuit module. Thus, the present invention is not limited to any particular combination of hardware and software.

[0141] The above is only a preferred embodiment of the present application. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principles of the present application. These improvements and modifications should also be regarded as the scope of protection of the present application.

Claims

1. A fault troubleshooting method, characterized in that: include: Build a digital twin model of the target device; Predicting the failure of the target device using the digital twin model to obtain a prediction result; wherein the prediction result includes: a target component of the target device and fault description information of the target component; and the probability of failure of the target component is greater than a preset threshold; Determine an operation event for resolving the fault of the target component according to the fault description information, and execute the operation event; Predicting a failure of the target device using the digital twin model includes: obtaining a historical usage record of the target device, and determining a usage habit of the first target object using the target device through the historical usage record, wherein the usage habit includes: a frequency of using the target device, a frequency of using components of the target device, and a method of manipulating the target device; and instructing the digital twin model to simulate and operate the target device based on the usage habit to predict a failure of the target device. The method further includes: when it is detected that the first target object is replacing the target component of the target device, guiding the first target object to install the target component, and detecting the installation operation of the first target object in real time to determine whether the first target object has an operation error, and correcting the operation of the first target object when an operation error of the first target object is detected.

2. The method according to claim 1, characterized in that Determining, according to the fault description information, an operation event for resolving the fault of the target component includes: When the fault description information indicates that the target component has a fault of a first fault type in a first time period, determining whether to allow the first target object to replace the target component; If it is determined that the first target object is allowed to replace the target component, determining the operation event to be mailing the target component that has not failed to the first target object at a first preset time before the first time period and sending the first target object an installation video of the target component; In the case where it is determined that the first target object is not allowed to replace the target component, whether the second target object is allowed to replace the target component at a second preset time before the first time period is determined to the first target object, and in the case where the first target object allows the second target object to replace the target component of the target device at the second preset time, the operation event is determined to be an instruction for the second target object to replace the target component of the target device at the second preset time.

3. The method according to claim 1, characterized in that Determining, according to the fault description information, an operation event for resolving the fault of the target component includes: When the fault description information indicates that the target component has a fault of a second fault type in a second time period, determining a target usage habit of using the target device that causes the target component to have the fault of the second fault type in the second time period; Determining the operation event is sending a prompt message to the first target object, wherein the prompt message is used to prompt the first target object that using the target device according to the target usage habit will cause the target component to have a second fault type failure in the second time period.

4. The method according to claim 1, wherein Before determining, according to the fault description information, an operation event for resolving the fault of the target component, the method further includes: Determining, according to the fault description information, a display mode of the target component in the component structure diagram of the target device; In the process of displaying the component structure diagram of the target device on the target device, the target device is instructed to display the target component in the component structure diagram in the display manner.

5. The method according to claim 4, characterized in that Determining, according to the fault description information, a display mode of the target component in a component structure diagram of the target device, including: Determine the fault type and fault time of the target component according to the fault description information; A first display mode corresponding to the fault type and a second display mode corresponding to the fault time are determined; wherein the display modes include the first display mode and the second display mode.

6. The method according to claim 5, characterized in that Determining a first display mode corresponding to the fault type includes: In a case where the fault type is a first fault type, a first display color preset corresponding to the first fault type is obtained, and the first display mode is determined to be displaying the target component in the component structure diagram using the first display color; in a case where the fault type is a second fault type, a second display color preset corresponding to the second fault type is obtained, and the first display mode is determined to be displaying the target component in the component structure diagram using the second display color; wherein both the first display color and the second display color are different from the display color of the component structure diagram; Determining a second display mode corresponding to the fault time includes: When the fault time is within the first time range, a first display size preset corresponding to the first time range is obtained, and the second display mode is determined to be displaying the target component in the first display size in the component structure diagram; when the fault time is within the second time range, a second display size preset corresponding to the second time range is obtained, and the second display mode is determined to be displaying the target component in the second display size in the component structure diagram.

7. The method according to claim 1, characterized in that After executing the operation event, the method further includes: In a case where it is detected that a target fault has occurred in the target component and the target fault allows the first target object to be released, determining a first set of operation steps for releasing the target fault; Prompt the first target object to perform each step in the first set of operation steps in sequence, and in the process of prompting the first target object to perform each step in the first set of operation steps in sequence, detect the status of the target device after the first target object completes each step, and continue to prompt the first target object according to the status of the target device until there is no fault in the target device.

8. The method according to claim 7, characterized in that Continuing to prompt the first target object according to the state of the target device includes: determining whether each operation of the first target object is correct according to the state of the target device; If it is determined that the operation of the first target object is correct, prompting the first target object to continue to perform the next step in the first operation step set; If it is determined that the operation of the first target object is erroneous and does not cause failures in other components of the target device, re-determine a second set of operation steps for resolving the target failure, and prompt the first target object to perform each step in the second set of operation steps in sequence; If it is determined that the operation of the first target object is erroneous and causes a fault in another component of the target device, and the fault of the other component allows the first target object to be resolved, determining a third set of operation steps for resolving the target fault and the fault of the other component, and prompting the first target object to perform each step in the third set of operation steps in sequence; If it is determined that the first target object has an operation error and has caused other components of the target device to fail, and the failure of the other components does not allow the first target object to be released, the first target object is prompted to instruct the second target object to release the failure of the target device.

9. An electronic device comprising a memory and a processor, characterized in that: A computer program is stored in the memory, and the processor is configured to execute the method according to any one of claims 1 to 8 through the computer program.

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