A prompting method, device and electronic equipment

Abstract

The present disclosure provides a prompting method, device and electronic equipment, relates to the technical field of multimedia playing, and is used for solving the problem of how to reduce the failure rate of user complaints about the failure of a smart television. The method comprises the following steps: starting a timer in the case that the playing state of a multimedia file is playing failure; in the case that the total number of playing failures within the preset time after the timer is started is greater than or equal to a number threshold, closing the timer, and acquiring corresponding failure information at the last playing failure; determining failure troubleshooting information according to the failure information; and generating first prompting information containing the failure troubleshooting information according to the failure troubleshooting information.

Description

TECHNICAL FIELD

[0001] The present disclosure relates to the technical field of multimedia playing, and particularly relates to a prompting method and device and electronic equipment. BACKGROUND

[0002] At present, in the technical field of multimedia playing, a user can play a multimedia file (such as a network video and a local video (i.e. a video in a universal serial bus (USB) storage device)) through a preset application of a smart television or a third-party application downloaded and installed. However, in the process of playing, the multimedia file cannot be played due to various reasons, which causes the user to frequently complain about the fault of the smart television, and a maintenance personnel needs to go to the user's home to solve the problem one by one.

[0003] Therefore, how to reduce the fault rate of the user's complaint about the fault of the smart television has become a problem to be solved. SUMMARY

[0004] In order to solve the above technical problems, the present disclosure provides a prompting method, device and electronic equipment.

[0005] The technical solutions of the present disclosure are as follows:

[0006] In a first aspect, the present disclosure provides a prompting method, comprising: starting a timer in a case where a playing state of a multimedia file is playing failure; in a case where a total number of playing failures within a preset time after the timer is started is greater than or equal to a number threshold, closing the timer, acquiring corresponding fault information at the last playing failure; determining troubleshooting information according to the fault information; and generating first prompt information containing the troubleshooting information according to the troubleshooting information.

[0007] In a second aspect, the present disclosure provides a prompting device, comprising: a processing unit, configured to start a timer in a case where a playing state of a multimedia file is playing failure; the processing unit is further configured to close the timer in a case where a total number of playing failures within a preset time after the timer is started is greater than or equal to a number threshold, and control an acquisition unit to acquire corresponding fault information at the last playing failure; the processing unit is further configured to determine troubleshooting information according to the fault information acquired by the acquisition unit; and the processing unit is further configured to generate first prompt information containing the troubleshooting information according to the troubleshooting information.

[0008] In a third aspect, the present disclosure provides an electronic equipment, comprising: a memory and a processor, the memory is used for storing a computer program; the processor is used for executing the computer program, so that the electronic equipment implements any one of the prompting methods provided in the first aspect.

[0009] In a fourth aspect, the present disclosure provides a computer readable storage medium, comprising: a computer program stored on the computer readable storage medium, when the computer program is executed by a computing device, the computer program causes the computing device to implement any of the prompting methods provided in the first aspect.

[0010] In a fifth aspect, the present disclosure provides a computer program product, when the computer program product is run on a computer, the computer program product causes the computer to execute any of the prompting methods provided in the first aspect.

[0011] It should be noted that the above computer instructions can be stored on the first computer readable storage medium in whole or in part. The first computer readable storage medium can be packaged together with the processor of the prompting device, or can be packaged separately from the processor of the prompting device, and the present disclosure does not limit the same.

[0012] The description of the second aspect, the third aspect, the fourth aspect and the fifth aspect in the present disclosure can refer to the detailed description of the first aspect; and the beneficial effects of the description of the second aspect, the third aspect, the fourth aspect and the fifth aspect can refer to the beneficial effect analysis of the first aspect, which will not be repeated here.

[0013] In the present disclosure, the name of the prompting device does not constitute a limitation on the device or functional module itself, and in actual implementation, these devices or functional modules can appear with other names. As long as the functions of each device or functional module are similar to the present disclosure, it belongs to the scope of the claims of the present disclosure and its equivalent technologies.

[0014] These aspects or other aspects of the present disclosure will be more apparent in the following description.

[0015] The technical solutions provided by the present disclosure have the following advantages compared with the prior art:

[0016] When playing a multimedia file, if a playing state of the multimedia file is a playing failure, a timer is started; if a total number of playing failures within a preset time after the timer is started is greater than or equal to a number threshold, the timer is closed, corresponding fault information when the last playing failure occurs is acquired; and according to the fault information, troubleshooting information is determined. Then, the television generates first prompt information containing the troubleshooting information according to the troubleshooting information. In this way, when the playing state of playing the multimedia file is the playing failure, the user can try to solve the problem of being unable to play the multimedia file according to the first prompt information, for example, when the electronic device playing the multimedia file is the television, the user solves the problem of the television being unable to play the multimedia file through the first prompt information, so that the user will not complain about the fault of the television, and because the number of users complaining about the fault of the television is reduced, the fault rate of the users complaining about the fault of the television is reduced, and the problem of how to reduce the fault rate of the users complaining about the fault of the smart television is solved. BRIEF DESCRIPTION OF DRAWINGS

[0017] The accompanying drawings, which are incorporated herein and form a part of the specification, illustrate embodiments consistent with the present disclosure and, together with the description, further serve to explain the principles of the present disclosure.

[0018] In order to more clearly illustrate the technical solutions in the embodiments of the present disclosure or the prior art, the accompanying drawings needed to be used in the embodiments or the prior art description will be briefly introduced hereinafter. Obviously, for those of ordinary skill in the art, other drawings can also be obtained based on these drawings without any creative effort.

[0019] Figure 1 One of the flowcharts of the prompting method provided by the embodiments of the present application;

[0020] Figure 2 One of the structural diagrams of the display device in the prompting method provided by the embodiments of the present application;

[0021] Figure 3 The second structural diagram of the display device in the prompting method provided by the embodiments of the present application;

[0022] Figure 4 One of the flowcharts of the prompting method provided by the embodiments of the present application;

[0023] Figure 5 The second flowchart of the prompting method provided by the embodiments of the present application;

[0024] Figure 6 The third flowchart of the prompting method provided by the embodiments of the present application;

[0025] Figure 7Flowchart IV of the prompting method provided by the embodiments of the present application;

[0026] Figure 8 Flowchart V of the prompting method provided by the embodiments of the present application;

[0027] Figure 9 Structure diagram of the server provided by the embodiments of the present application;

[0028] Figure 10 Diagram of the chip system provided by the embodiments of the present application. DETAILED DESCRIPTION

[0029] In order to more clearly understand the above-mentioned purposes, features and advantages of the present disclosure, the solutions of the present disclosure will be further described below. It should be noted that the embodiments of the present disclosure and the features in the embodiments can be combined with each other without conflict.

[0030] In the following description, a large number of specific details are set forth in order to facilitate a thorough understanding of the present disclosure, but the present disclosure can also be implemented in other different manners from those described herein; obviously, the embodiments described in the specification are only some of the embodiments of the present disclosure, rather than all the embodiments.

[0031] It should be noted that, in this document, relational terms such as "first" and "second", and the like, are used solely to distinguish one entity or action from another entity or action, without necessarily requiring or implying any actual such relationship or order between or among the entities or actions. Moreover, the terms "comprises", "comprising", or any other variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but can include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without more limitations, an element defined by the phrase "comprising a..." does not exclude the existence of additional identical elements in the process, method, article, or apparatus that includes the element.

[0032] The logcat in the embodiments of the present disclosure is a command line tool in the operating system Android, which can be used to obtain log information of a program.

[0033] Figure 1 Diagram of the operation scenario between the display device and the control device according to one or more embodiments of the present application, as Figure 1As shown, the user can operate the display device 200 through the mobile terminal 300 and the control device 100. The control device 100 can be a remote controller, and the communication between the remote controller and the display device includes infrared protocol communication, Bluetooth protocol communication, wireless or other wired ways to control the display device 200. The user can input user instructions through the keys on the remote controller, voice input, control panel input, etc. to control the display device 200. In some embodiments, the mobile terminal, tablet computer, computer, notebook computer, and other smart devices can also be used to control the display device 200.

[0034] In some embodiments, the mobile terminal 300 can install a software application on the display device 200, implement connection communication through a network communication protocol, and achieve the purpose of one-to-one control operation and data communication. The audio and video content displayed on the mobile terminal 300 can also be transmitted to the display device 200 to achieve the function of synchronous display. The display device 200 can also communicate with the display device 200 through various communication methods. The display device 200 can be allowed to communicate and connect through a local area network (LAN), a wireless local area network (WLAN), and other networks. The display device 200 can provide various content and interaction to the display device 200. The display device 200 can be a liquid crystal display, an OLED display, or a projection display device. In addition to providing a broadcast receiving television function, the display device 200 can also provide a smart network television function with computer support function.

[0035] In some embodiments, the electronic device provided by the embodiments of the present application can be the display device 200 described above. When a user uses the display device 200 (such as a television) to play a multimedia file, the multimedia file may fail to be played due to various reasons, such as:

[0036] 1) The video format supported by the television is different from the video format of the multimedia file, resulting in failure of the multimedia file to be played.

[0037] 2) When the multimedia file played by the television is a network video, the multimedia file fails to be played due to network status.

[0038] 3) The software in the television for playing the multimedia file is designed improperly, resulting in failure of the multimedia file to be played.

[0039] To solve the above problems, the prompt method provided by the embodiment of the disclosure is as follows: when the television is playing a multimedia file, if the playing state of the multimedia file is playing failure, a timer is started; if the total number of times of playing failure within a preset time after the timer is started is greater than or equal to a number threshold (for example, the preset time is 5 minutes, and the number threshold is 5 times), the timer is closed, the corresponding fault information at the last time of playing failure is obtained, and the troubleshooting information is determined according to the fault information (for example, a universal serial bus (USB) device is re-plugged, the USB device is replaced, a network connection state is detected, a network connection mode is replaced, a network connection device is replaced, or a multimedia file is replaced). Then, the television generates first prompt information containing the troubleshooting information according to the troubleshooting information. In this way, when the television appears in the case that the playing state of playing the multimedia file is playing failure, the television can display the first prompt information. The user can try to solve the problem of being unable to play the multimedia file according to the first prompt information. For example, when the user solves the problem of the television being unable to play the multimedia file through the first prompt information, the user will not complain about the fault of the television, and thus the fault rate of the user complaining about the fault of the television can be reduced.

[0040] Figure 2 A hardware configuration block diagram of a display device 200 according to an exemplary embodiment is shown. As shown in the figure, Figure 2 The display device 200 includes at least one of a tuner and demodulator 210, a communicator 220, a detector 230, an external device interface 240, a controller 250, a display 260, an audio output interface 270, a memory, a power supply, and a user interface 280. The controller includes a central processing unit, a video processor, an audio processor, a graphic processor, a RAM, a ROM, and a first interface to an n-th interface for input / output. The display 260 can be a display with a touch function, such as a touch display. The tuner and demodulator 210 receive a broadcast television signal through a wired or wireless reception method, and demodulate audio and video signals, such as and EPG data signals, from a plurality of wireless or wired broadcast television signals. The detector 230 is used to collect signals of an external environment or interaction with the outside. The controller 250 and the tuner and demodulator 210 can be located in different split devices, that is, the tuner and demodulator 210 can also be in an external device of a main body device in which the controller 250 is located, such as an external set-top box, etc.

[0041] In some embodiments, the controller 250 controls the operation of the display device and responds to the user's operation by storing various software control programs in the memory. The controller 250 controls the overall operation of the display device 200.

[0042] In some examples, the display device 200 of one or more embodiments is a television set 1, and the operating system of the television set 1 is the Android system, for example... Figure 3 As shown, TV 1 can be logically divided into an application layer (referred to as "application layer") 21, an application framework layer (referred to as "framework layer") 22, an Android runtime and system library layer (referred to as "system runtime library layer") 23, and a kernel layer 24.

[0043] The application layer 21 includes one or more applications. These applications can be system applications or third-party applications. For example, application layer 21 may include a first application that provides multimedia file playback functionality. The framework layer 22 provides application programming interfaces (APIs) and programming frameworks for the applications in application layer 21. The system runtime library layer 23 provides support for the upper layer, namely the framework layer 22. When the framework layer 22 is used, the Android operating system runs the C / C++ libraries contained in the system runtime library layer 23 to implement the functions required by the framework layer 22. The kernel layer 24 acts as software middleware between the hardware layer and application layer 21, managing and controlling hardware and software resources.

[0044] In some examples, after the television 1 is turned on, the first application starts and establishes a communication connection with the server 400 by calling the communicator 220 in the television 1. Then, when the first application plays a multimedia file, if the playback status of the multimedia file is "playback failed," the processing unit 201 of the first application starts a timer. If the total number of playback failures within a preset time after the timer starts is greater than or equal to a threshold, the processing unit 201 stops the timer and controls the acquisition unit 202 to acquire the fault information corresponding to the last playback failure. Based on the fault information acquired by the acquisition unit 202, the processing unit 201 determines fault troubleshooting information. Based on the fault troubleshooting information, the processing unit 201 generates a first prompt message containing the fault troubleshooting information.

[0045] Meanwhile, the processing unit 201 also needs to collect the actual system information and the actual debugging information corresponding to each playing failure in the case that the total number of playing failures occurring within the preset time after the timer is started is greater than or equal to the number threshold. Then, the processing unit 201 controls the sending unit 203 to send the actual system information and the actual debugging information corresponding to each playing failure to the server. After receiving the actual system information and the actual debugging information sent by the television 1, the receiving unit 401 of the server 400, the processing unit 402 of the server 400 compares the actual system information and the actual debugging information received by the receiving unit 401 with the historical system information and the historical debugging information to determine whether there is historical system information identical to the actual system information and whether there is historical debugging information identical to the actual debugging information. If there is historical system information identical to the actual system information and there is historical debugging information identical to the actual debugging information, the preset relationship table does not need to be updated, that is, the updated preset relationship table does not need to be sent to the television 1.

[0046] If it is determined that there is no historical system information identical to the actual system information and / or there is no historical debugging information identical to the actual debugging information, the server 400 needs to determine the corresponding troubleshooting information according to the actual system information and the actual debugging information, such as that the developer simulates the fault on the television according to the actual system information and the actual debugging information, finds out the corresponding fault position, and gives the corresponding solution. Then, the operation and maintenance personnel reassigns a new fault identifier to the actual system information and the actual debugging information, establishes the corresponding relationship between the new fault identifier and the solution, and then inputs the new fault identifier and the corresponding relationship between the new fault identifier and the solution into the server 400, thereby obtaining the updated preset relationship table. Then, the processing unit 402 of the server 400 controls the sending unit 403 to send the updated preset relationship table to the television 1. Then, the receiving unit 204 of the television 1 receives the updated preset relationship table sent by the server 400. The processing unit 201 of the television 1 replaces the currently stored preset relationship table with the updated preset relationship table according to the updated preset relationship table received by the receiving unit 204.

[0047] Specifically, the electronic device provided by the embodiments of the present disclosure can be the display device 200 or the server 400 described above, which is not limited here.

[0048] Specifically, the storage unit 404 of the server 400 is used to store the preset relationship table and the operating system and other data of the server 400.

[0049] Specifically, the storage unit 205 of the display device 200 is used to store the preset relationship table and the computer program of the first application and other data.

[0050] The actual system information and the actual debugging information involved in the present application can be data authorized by a user or fully authorized by all parties.

[0051] In the following embodiments, the execution subject of the prompt method provided by the embodiments of the present disclosure is the display device 200 described above, and the display device 200 is taken as a television set 1 for example to describe the method of the embodiments of the present application.

[0052] The embodiments of the present application provide a prompt method, as shown in the figure, which can include S11-S14. Figure 4

[0053] S11, in the case that the playing state of the multimedia file is playing failure, start a timer.

[0054] In some examples, when the television set 1 plays the multimedia file, if the television set 1 normally plays the multimedia file, the television set 1 determines that the playing state of the multimedia file is playing success. If the television set 1 cannot normally play the multimedia file, the television set 1 determines that the playing state of the multimedia file is playing failure. In order to prevent the problem that the television set 1 always fails to play the same multimedia file when the user tries to play the multimedia file by the television set 1 for many times, resulting in the user complaining that the television set 1 is faulty. The prompt method provided by the embodiments of the present disclosure can determine whether to display the first prompt information by starting the timer in the case that the television set 1 determines that the playing state of the multimedia file is playing failure, and then counting the size relationship between the total number of playing failures within the preset time after starting the timer and the number threshold. In this way, when the television set 1 displays the first prompt information, the user can try to solve the problem of failing to play the multimedia file according to the first prompt information. For example, when the user solves the problem of failing to play the multimedia file by the television set 1 according to the first prompt information, the user will not complain that the television set is faulty, thereby reducing the failure rate of the user complaining that the television set is faulty.

[0055] S12, in the case that the total number of playing failures within the preset time after starting the timer is greater than or equal to the number threshold, close the timer and obtain the corresponding fault information when the last playing failure occurs.

[0056] In some examples, when the multimedia file is played successfully within the preset time, or the user is not playing the multimedia file, since the total number of playing failures within the preset time after starting the timer is less than the number threshold, it is not necessary to continue counting the total number of playing failures, so that the timer can be closed. And in the case that the playing state of the next multimedia file is playing failure, the timer is started.

[0057] ​In some examples, the fault information includes actual system information and actual debugging information. The actual system information includes at least one or more of a model, an audio decoder parameter, a video decoder parameter, network information, multimedia file information, and display information of the television 1, and the actual debugging information includes at least logcat information.

[0058] In some examples, the number threshold can be preset or set by the user. For example, when the user uses the television 1 for the first time, the user can select a troubleshooting control in a setting page displayed by the television 1, so as to display a troubleshooting page. Then, the user sets an initial number threshold (for example, 5) in the troubleshooting page to a desired number (for example, 1). In this way, the television 1 generates the first prompt information each time the playing state of the multimedia file is determined to be a playing failure, and the user can try to solve the problem of being unable to play the multimedia file according to the first prompt information.

[0059] S13, determining troubleshooting information according to the fault information.

[0060] In some examples, the fault information includes a fault identifier (for example, a fault code). In this case, the television 1 can query a preset relationship table according to the fault identifier to determine the troubleshooting information corresponding to the fault identifier.

[0061] Alternatively, the television 1 inputs the fault information into a fault troubleshooting model to determine the troubleshooting information.

[0062] The training process of the fault troubleshooting model is as follows:

[0063] Obtain training sample data and a labeled result of the training sample data. The training sample data includes historical fault information reported by the television, and the labeled result includes troubleshooting information of each fault information.

[0064] Input the training sample data into a neural network model to obtain a prediction result of the neural network model for the training sample data.

[0065] Adjust network parameters of the neural network model based on the prediction result and the labeled result until the neural network model converges, to obtain the fault troubleshooting model.

[0066] In this way, the television 1 can determine the troubleshooting information according to the fault information. In some other examples, the television 1 cannot determine the troubleshooting information according to the fault information. In this case, the television 1 can display the second prompt information and report the fault information to the server. In this way, the reporting frequency of the television 1 reporting the fault information to the server can be reduced, and the occupation of the communication resources of the server can be reduced. Then, the server determines the troubleshooting information corresponding to the fault information according to the reported fault information, and updates the preset relationship table according to the fault information and the troubleshooting information. Then, the server sends the updated preset relationship table to the television 1. In this way, the preset relationship table can be updated continuously, so that the problem that the user cannot try to solve the problem of being unable to play the multimedia file due to the failure to generate the first prompt information, and the user ultimately complains about the failure of the television, resulting in an increase in the failure rate of the television, can be avoided.

[0067] In some other examples, different fault information corresponds to different fault types, such as network failure, playing device failure, and the like. In this case, the television 1 can first determine the fault type corresponding to the fault information, and then query the fault list according to the fault type to determine the troubleshooting information corresponding to the fault type. In this way, the user can generate the first prompt information according to the troubleshooting information, and try to solve the problem of being unable to play the multimedia file.

[0068] S14, generating the first prompt information containing the troubleshooting information according to the troubleshooting information.

[0069] In some examples, the troubleshooting information at least includes at least one of performing USB device replug, replacing the USB device, detecting a network connection state, replacing a network connection mode, replacing a network connection device, and replacing the multimedia file. For example, when the fault information includes USB device replug, the user tries to replug the USB device according to the first prompt information. If the multimedia file in the USB device after replug can be played, the problem of being unable to play the multimedia file has been solved. If the problem of being unable to play the multimedia file cannot be solved, the television 1 displays the second prompt information. The user powers off the television 1 and restarts the television 1, but the problem of being unable to play the multimedia file cannot be solved, and in this case, the problem can be solved by the maintenance personnel.

[0070] In some examples, the first prompt information can be displayed to the user in the form of text or animation, for example, the television 1 displays the first prompt information in the form of text, or the television 1 displays the first prompt information in the form of animation.

[0071] Specifically, when the television 1 displays the first prompt information in the form of text, the display template corresponding to the first prompt information needs to be called, and then the first prompt information is displayed according to the display template. For example, the television 1 queries the display relationship table according to the troubleshooting information, determines the display template corresponding to the troubleshooting information, and then the television 1 displays the first prompt information according to the display template corresponding to the troubleshooting information contained in the first prompt information.

[0072] Specifically, when the television 1 displays the first prompt information in the form of animation, the target animation corresponding to the first prompt information needs to be called, and then the first prompt information is displayed according to the target animation. For example, the television 1 queries the animation relationship table according to the troubleshooting information, determines the target animation corresponding to the troubleshooting information, and then the television 1 displays the first prompt information according to the target animation corresponding to the troubleshooting information contained in the first prompt information.

[0073] It can be seen that, through the prompt method provided by the present common embodiment, the television 1 guides the user to try to solve the problem of being unable to play the multimedia file by displaying the first prompt information or the second prompt information, and when the user successfully solves the problem of being unable to play the multimedia file, the user will not complain about the failure of the television. Since the number of times of user complaints about the failure of the television is reduced, the failure rate of user complaints about the failure of the television can be reduced.

[0074] In some implementable examples, the failure information includes a failure identifier; the failure identifier is used to query a preset relationship table to determine the troubleshooting information corresponding to the failure identifier. Figure 4 As shown in Figure 5 The above S13 can be implemented through the following S130.

[0075] S130, according to the failure identifier, query a preset relationship table to determine the troubleshooting information corresponding to the failure identifier. The preset relationship table includes the corresponding relationship between the failure identifier and the troubleshooting information.

[0076] In some examples, the preset relationship table can be pre-configured, or can be requested to be downloaded from a server by the television 1 after each startup.

[0077] In some implementable examples, the failure information includes actual system information and actual debugging information, and the actual system information and the actual debugging information are used to input into a failure troubleshooting model to determine the troubleshooting information corresponding to the failure identifier. Figure 4 As shown in Figure 6 The above S13 can be implemented through the following S131.

[0078] S131, the actual system information and the actual debugging information are input into a failure troubleshooting model to determine the troubleshooting information corresponding to the failure identifier.

[0079] In some implementable examples, the failure information further includes actual system information and actual debugging information; the actual system information and the actual debugging information are used to input into a failure troubleshooting model to determine the troubleshooting information corresponding to the failure identifier. Figure 4As shown in Figure 7 The prompt method provided by the embodiment of the present disclosure further includes S15-S18.

[0080] S15, in the case that the total number of playing failures within the preset time counted by the timer is greater than or equal to the number threshold, collecting the actual system information and the actual debugging information corresponding to each playing failure.

[0081] S16, sending the actual system information and the actual debugging information corresponding to each playing failure to the server, so that the server generates a new fault code and new troubleshooting information according to the actual system information and the actual debugging information.

[0082] S17, receiving the updated preset relationship table sent by the server. The updated preset relationship table includes the new fault code and the new troubleshooting information.

[0083] S18, replacing the currently stored preset relationship table with the updated preset relationship table according to the updated preset relationship table.

[0084] In some implementable examples, in combination with Figure 4 As shown in Figure 8 The prompt method provided by the embodiment of the present disclosure further includes S19.

[0085] S19, after receiving the troubleshooting operation corresponding to the troubleshooting information, if the playing state of the multimedia file is playing failure, generating a second prompt information. The second prompt information is used to instruct to restart the electronic device.

[0086] In some examples, after the television 1 generates the first prompt information, the user can try to solve the problem of being unable to play the multimedia file according to the first prompt information, such as: the user performs the corresponding operation according to the first prompt information, at this time the television 1 will receive the troubleshooting operation corresponding to the troubleshooting information included in the first prompt information. If the television 1 determines that the playing state of the multimedia file is playing success according to the troubleshooting operation, it indicates that the previous problem of being unable to play the multimedia file has been solved. If the television 1 determines that the playing state of the multimedia file is playing failure according to the troubleshooting operation, it indicates that the first prompt information cannot solve the previous problem of being unable to play the multimedia file. At this time, the television 1 can generate a second prompt information, such as: power off and restart. In this way, the user can power off the television 1 and restart the television 1 to try to solve the previous problem of being unable to play the multimedia file.

[0087] It should be noted that the above examples are described by taking the display device 200 as an example. In some other examples, the subject performing the prompting method provided by the embodiments of the present disclosure can also be a server. In the case where the playing state of the multimedia file is a playing failure, the television starts a timer. In the case where the total number of playing failures within the preset time after the timer is started is greater than or equal to the number threshold, the television closes the timer, and acquires the corresponding fault information at the last playing failure. The television sends the fault information to the server. The server determines the troubleshooting information according to the fault information. The server generates the first prompt information containing the troubleshooting information according to the troubleshooting information. The server sends the first prompt information to the television. The television displays the first prompt information according to the first prompt information sent by the server.

[0088] In some examples, in the case where the total number of playing failures within the preset time counted by the timer is greater than or equal to the number threshold, the television collects the actual system information and the actual debugging information corresponding to each playing failure. The television sends the actual system information and the actual debugging information corresponding to each playing failure to the server. The server generates a new fault code and a new troubleshooting information according to the actual system information and the actual debugging information, and updates the preset relationship table according to the new fault code and the new troubleshooting information. For example, after receiving the actual system information and the actual debugging information sent by the television, the server compares the received actual system information and the actual debugging information with the historical system information and the historical debugging information, to determine whether there is historical system information identical to the actual system information, and whether there is historical debugging information identical to the actual debugging information. If there is historical system information identical to the actual system information, and there is historical debugging information identical to the actual debugging information, the preset relationship table does not need to be updated, that is, the updated preset relationship table does not need to be sent to the television. If it is determined that there is no historical system information identical to the actual system information, and / or there is no historical debugging information identical to the actual debugging information, the server needs to determine the corresponding troubleshooting information according to the actual system information and the actual debugging information, for example, a developer simulates the fault on the television according to the actual system information and the actual debugging information, finds out the corresponding fault position, and gives the corresponding solution. Then, an operation and maintenance personnel reassigns a new fault identifier to the actual system information and the actual debugging information, and establishes the corresponding relationship between the new fault identifier and the solution, and then inputs the new fault identifier and the corresponding relationship between the new fault identifier and the solution into the server, thereby obtaining the updated preset relationship table.

[0089] In other examples, after receiving troubleshooting instructions corresponding to the fault diagnosis information, if the multimedia file's playback status is "playback failed," the television sends a playback failure message to the server. The server generates a second prompt message based on the playback identification information sent by the television; this second prompt message instructs the electronic device to power off and restart. The server sends the second prompt message to the television. The television displays the second prompt message based on the information sent by the server.

[0090] Specifically, the process by which the server determines the troubleshooting information based on the fault information is similar to the process by which the TV 1 server determines the troubleshooting information based on the fault information, and will not be described in detail here.

[0091] The foregoing mainly describes the solutions provided by the embodiments of this application from a methodological perspective. To achieve the above functions, it includes corresponding hardware structures and / or software modules for executing each function. Those skilled in the art should readily recognize that, based on the units and algorithm steps of the examples described in conjunction with the embodiments disclosed herein, this application can be implemented in hardware or a combination of hardware and computer software. Whether a function is executed in hardware or by computer software driving hardware depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0092] This application embodiment can divide the prompting device into functional modules according to the above method example. For example, each function can be divided into its own functional module, or two or more functions can be integrated into one processing unit. The integrated modules can be implemented in hardware or as software functional modules. It should be noted that the module division in this application embodiment is illustrative and only represents one logical functional division. In actual implementation, there may be other division methods.

[0093] like Figure 9 As shown in the diagram, an embodiment of this application provides a schematic structural diagram of a display device 200, which includes a processor 101 and a communicator 102.

[0094] Processor 101 is used to start a timer when the playback status of a multimedia file is "playback failed";

[0095] The processor 101 is also used to shut down the timer and control the communicator 102 to obtain the fault information corresponding to the last playback failure if the total number of playback failures within a preset time after the timer starts is greater than or equal to the number of failures threshold.

[0096] The processor 101 is further configured to determine the troubleshooting information according to the fault information obtained by the communicator 102.

[0097] The processor 101 is further configured to generate first prompt information containing the troubleshooting information according to the troubleshooting information.

[0098] In some implementable examples, the fault information includes a fault identifier; the processor 101 is specifically configured to query a preset relationship table according to the fault identifier obtained by the communicator 102, to determine the troubleshooting information corresponding to the fault identifier; and the preset relationship table includes a corresponding relationship between the fault identifier and the troubleshooting information.

[0099] In some implementable examples, the prompt device further includes the communicator 102, and the fault information further includes actual system information and actual debugging information; the processor 101 is further configured to collect the actual system information and the actual debugging information corresponding to each playing failure in a case where a total number of playing failures within a preset time counted by a timer is greater than or equal to a number threshold; the processor 101 is further configured to control the communicator 102 to send the actual system information and the actual debugging information corresponding to each playing failure to a server, so that the server generates a new fault code and new troubleshooting information according to the actual system information and the actual debugging information; the communicator 102 is configured to receive an updated preset relationship table sent by the server; the updated preset relationship table includes the new fault code and the new troubleshooting information; and the processor 101 is further configured to replace the currently stored preset relationship table with the updated preset relationship table according to the updated preset relationship table received by the communicator 102.

[0100] In some implementable examples, the prompt device further includes the communicator 102; the processor 101 is further configured to generate second prompt information in a case where the playing state of the multimedia file is playing failure after the communicator 102 receives a troubleshooting operation corresponding to the troubleshooting information; and the second prompt information is used to instruct to restart the electronic device.

[0101] All related contents of each step involved in the method embodiments described above can be cited to the function description of the corresponding function module, and the functions are not described here again.

[0102] Of course, the display device 200 provided by the embodiments of the present application includes but is not limited to the above-mentioned modules, for example, the display device 200 can further include a memory 103. The memory 103 can be used to store the program code of the display device 200, and can also be used to store the data generated by the display device 200 in the running process, such as the data in the write request.

[0103] As an example, in combination with Figure 3The functions of the communicator 102 implemented by the acquisition unit 202, the sending unit 203 and the receiving unit 204 in the display device 200 are the same, the functions implemented by the processing unit 201 are the same as those of the processor 101, and the functions implemented by the storage unit 205 are the same as those of the memory 103.

[0104] As shown in Figure 10 The chip system can be applied to the display device 200 in the foregoing embodiments. The chip system includes at least one processor 1501 and at least one interface circuit 1502. The processor 1501 can be the processor in the display device 200. The processor 1501 and the interface circuit 1502 can be interconnected through a line. The processor 1501 can receive and execute computer instructions from the memory of the display device 200 through the interface circuit 1502. When the computer instructions are executed by the processor 1501, the display device 200 can perform the steps described in the foregoing embodiments. Of course, the chip system can also include other discrete devices, and the embodiments of the present application do not make specific limitations thereto.

[0105] The embodiments of the present application further provide a computer readable storage medium for storing the computer instructions executed by the display device 200.

[0106] The embodiments of the present application further provide a computer program product including the computer instructions executed by the display device 200.

[0107] The above description is merely specific embodiments of the present disclosure, enabling those skilled in the art to understand or implement the present disclosure. Various modifications to these embodiments will be apparent to those skilled in the art, and the general principles defined herein can be implemented in other embodiments without departing from the spirit or scope of the present disclosure. Therefore, the present disclosure will not be limited to these embodiments described herein, but will conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A prompting method characterized by comprising: The method comprises the following steps: starting a timer when the playing state of a multimedia file is playing failure; stopping the timer when the total number of playing failures within a preset time after starting the timer is greater than or equal to a number threshold, and obtaining fault information corresponding to the last playing failure; determining troubleshooting information according to the fault information; generating first prompt information containing the troubleshooting information according to the troubleshooting information; wherein the fault information comprises actual system information and actual debugging information; The method further comprises: collecting actual system information and actual debugging information corresponding to each playing failure when the total number of playing failures within the preset time counted by the timer is greater than or equal to the number threshold; sending the actual system information and actual debugging information corresponding to each playing failure to a server, so that the server generates new fault codes and new troubleshooting information according to the actual system information and actual debugging information; receiving an updated preset relationship table sent by the server; wherein the updated preset relationship table comprises the new fault codes and the new troubleshooting information; replacing the currently stored preset relationship table with the updated preset relationship table according to the updated preset relationship table.

2. The prompting method of claim 1, wherein, The fault information further comprises a fault identifier; The determination of the troubleshooting information according to the fault information comprises: querying a preset relationship table according to the fault identifier to determine the troubleshooting information corresponding to the fault identifier; wherein the preset relationship table comprises the corresponding relationship between the fault identifier and the troubleshooting information.

3. The prompting method of claim 1, wherein, The method further comprises: generating second prompt information after receiving troubleshooting operations corresponding to the troubleshooting information; wherein the second prompt information is used to instruct the power-off restart of the electronic device.

4. A prompting device, characterized by The prompt device comprises: a processing unit configured to start a timer when the playing state of a multimedia file is playing failure; The processing unit is further configured to stop the timer and control an acquisition unit to acquire fault information corresponding to the last playing failure when the total number of playing failures within a preset time after starting the timer is greater than or equal to a number threshold; The processing unit is further configured to determine troubleshooting information according to the fault information acquired by the acquisition unit; The processing unit is further configured to generate first prompt information containing the troubleshooting information according to the troubleshooting information; wherein the prompt device further comprises a sending unit and a receiving unit, and the fault information further comprises actual system information and actual debugging information; The processing unit is further configured to collect actual system information and actual debugging information corresponding to each playing failure when the total number of playing failures within the preset time counted by the timer is greater than or equal to the number threshold. The processing unit is further configured to control the sending unit to send the actual system information and the actual debugging information corresponding to each playing failure to a server, so that the server generates a new fault code and new troubleshooting information according to the actual system information and the actual debugging information. The receiving unit is further configured to receive an updated preset relationship table sent by the server, wherein the updated preset relationship table includes the new fault code and the new troubleshooting information. The processing unit is further configured to replace a currently stored preset relationship table with the updated preset relationship table according to the updated preset relationship table received by the receiving unit.

5. The prompting device of claim 4, wherein, The fault information includes a fault identifier. The processing unit is specifically configured to query a preset relationship table according to the fault identifier acquired by the acquiring unit, to determine troubleshooting information corresponding to the fault identifier, wherein the preset relationship table includes a corresponding relationship between a fault identifier and troubleshooting information.

6. The prompting device of claim 4, wherein, The prompting device further includes a receiving unit. The processing unit is further configured to generate second prompt information if the playing state of the multimedia file is playing failure after the receiving unit receives an operation corresponding to the troubleshooting information; wherein the second prompt information is used to instruct to restart the electronic device.

7. An electronic device, comprising: Comprising: A memory and a processor, the memory is used to store a computer program; the processor is used to execute the computer program, so that the electronic device implements the prompting method in any one of claims 1-3.

8. A computer-readable storage medium, characterized in that, Comprising: The computer readable storage medium has a computer program stored thereon, when the computer program is executed by a computing device, the computing device implements the prompting method in any one of claims 1-3.

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