Fault locating method and device, and storage medium

Abstract

The disclosure provides a fault positioning method and device and a storage medium, and relates to the technical field of communication. The method solves the technical problem of a high error rate of fault positioning in related technologies. The method comprises the following steps: receiving a fault processing request; determining a target subtree from a plurality of subtrees of a troubleshooting tree according to fault description information; obtaining user data of a user terminal corresponding to the fault description information according to user identifier information; and processing the user data according to at least one fault positioning rule in the target subtree to determine a cause of a fault of the user terminal. The disclosure is used in a fault processing scenario.

Description

Technical Field

[0001] This disclosure relates to the field of communication technology, and in particular to a fault location method, apparatus and storage medium. Background Technology

[0002] Currently, in network fault location scenarios, operations and maintenance personnel need to query user subscription data and status data in the network element management system based on the user's fault description to handle the fault, locate the fault, and determine the fault handling method.

[0003] However, the above method has a high error rate in fault location due to the possibility that the user's fault description may be inaccurate. Summary of the Invention

[0004] This disclosure provides a fault location method, apparatus, and storage medium. It solves the technical problem of high error rates in fault location in related technologies.

[0005] To achieve the above objectives, the present disclosure adopts the following technical solution:

[0006] A first aspect provides a fault location method, comprising: receiving a fault handling request; the fault handling request including user identification information and fault description information of a user terminal that has malfunctioned; determining a target subtree from multiple subtrees of a troubleshooting tree based on the fault description information; wherein any one of the multiple subtrees includes: a fault location rule for determining the cause of the fault based on user data; the target subtree includes: at least one fault location rule for determining the cause of the fault corresponding to the fault description information; obtaining user data of the user terminal corresponding to the fault description information based on the user identification information; and processing the user data according to at least one fault location rule in the target subtree to determine the cause of the user terminal malfunction.

[0007] In conjunction with the first aspect above, in one possible implementation, the method further includes: determining the fault location result; the fault location result includes at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rule used for the fault type, whether the fault location was successful, and the fault handling suggestion; and sending the fault location result to the user terminal.

[0008] In conjunction with the first aspect mentioned above, in one possible implementation, the method further includes: saving the fault location results to a knowledge base; the knowledge base is used to save each fault location result and update the troubleshooting tree; constructing the troubleshooting tree based on the fault location results in the knowledge base, and optimizing and updating the troubleshooting tree after each fault location.

[0009] In conjunction with the first aspect mentioned above, in one possible implementation, multiple user data are input into a troubleshooting tree to locate the cause of a user terminal failure, including: determining the priority of at least one fault location rule based on fault location results stored in a knowledge base; optimizing the processing order of the at least one fault location rule based on the priority; and processing the user data according to the processing logic order of the fault location rule based on the optimized processing order to locate all causes of the user terminal failure.

[0010] In conjunction with the first aspect mentioned above, in one possible implementation, inputting multiple user data into the troubleshooting tree to locate the cause of the user terminal failure also includes: determining the fault location rule most frequently used in the target subtree; and processing the user data according to the processing logic order of the fault location rule based on the most frequently used fault location rule to locate all causes of the user terminal failure.

[0011] In conjunction with the first aspect mentioned above, in one possible implementation method, inputting multiple user data into the troubleshooting tree to locate the cause of the user terminal failure also includes: determining that the cause of the current user terminal failure cannot be located based on multiple fault location rules; determining that the current fault location result is a location failure; and saving the location failure result to the knowledge base.

[0012] In a second aspect, a fault location device is provided, comprising: a communication unit and a processing unit; the communication unit is configured to receive a fault handling request; the fault handling request includes user identification information and fault description information of a user terminal that has malfunctioned; the processing unit is configured to determine a target subtree from multiple subtrees of a troubleshooting tree based on the fault description information; wherein any one of the multiple subtrees includes: a fault location rule for determining the cause of the fault based on user data; the target subtree includes: at least one fault location rule for determining the cause of the fault corresponding to the fault description information; the processing unit is further configured to obtain user data of the user terminal corresponding to the fault description information based on the user identification information; the processing unit is further configured to process the user data according to at least one fault location rule in the target subtree to determine the cause of the user terminal malfunction.

[0013] In conjunction with the second aspect above, in one possible implementation, the processing unit is further configured to: determine the fault location result; the fault location result includes at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rule used for the fault type, the cause of the fault, and the fault handling suggestion; the communication unit is further configured to send the fault location result to the user terminal.

[0014] In conjunction with the second aspect above, in one possible implementation, the processing unit is further configured to: save the fault location result to a knowledge base; the knowledge base is used to save each fault location result and update the troubleshooting tree; construct the troubleshooting tree based on the fault location result in the knowledge base, and optimize and update the troubleshooting tree after each fault location.

[0015] In conjunction with the second aspect above, in one possible implementation, the processing unit is specifically used to determine the priority of at least one fault location rule based on the fault location results stored in the knowledge base; optimize and sort the processing order of the at least one fault location rule based on the priority; and process user data according to the processing logic order of the fault location rule based on the optimized sorting order, thereby locating all causes of the user terminal failure.

[0016] In conjunction with the second aspect above, in one possible implementation, the processing unit is specifically used to input multiple user data into the troubleshooting tree to locate the cause of the user terminal's failure, including: determining the fault location rule most frequently used in the target subtree; and processing the user data according to the processing logic order of the fault location rule based on the most frequently used fault location rule to locate all causes of the user terminal's failure.

[0017] In conjunction with the second aspect above, in one possible implementation, the processing unit is specifically used to determine the fault location result as location failure if the cause of the current user terminal failure cannot be determined based on multiple fault location rules, and to save the location failure result to the knowledge base.

[0018] Thirdly, a fault location device is provided, comprising: a processor and a memory; wherein the memory is used to store computer execution instructions, and when the fault location device is running, the processor executes the computer execution instructions stored in the memory to cause the fault location device to perform the fault location method described in the first aspect and any possible implementation thereof.

[0019] Fourthly, a computer-readable storage medium is provided, which stores instructions that, when executed by a processor of a fault location device, cause the fault location device to perform the fault location method described in the first aspect and any possible implementation thereof.

[0020] In this disclosure, the names of the aforementioned fault location devices do not limit the devices or functional modules themselves. In actual implementation, these devices or functional modules may appear under other names. As long as the functions of each device or functional module are similar to those of this disclosure, they fall within the scope of this disclosure and its equivalents.

[0021] These or other aspects of this disclosure will become more readily apparent in the following description.

[0022] The technical solution provided in this disclosure offers at least the following beneficial effects: This disclosure provides a fault location method applied to network fault location scenarios. The fault location device receives a fault processing request; and based on the fault description information, determines the target subtree from multiple subtrees of the troubleshooting tree, thus determining the fault type; based on user identification information, it obtains user data from the user terminal corresponding to the fault description information, thus determining the user data to be detected; and processes the user data according to the fault location rules in the target subtree to determine the cause of the user terminal fault. Since the troubleshooting tree is constructed based on historical fault location results and is continuously optimized during each fault location process, the fault can be accurately located based on the fault location rules and processing logic sequence in the subtree. Attached Figure Description

[0023] To more clearly illustrate the technical solutions in the embodiments of this disclosure or the prior art, the accompanying drawings used in the description of the embodiments or the prior art will be briefly introduced below.

[0024] Figure 1 This is a schematic diagram of the hardware structure of a fault location device provided in an embodiment of the present disclosure;

[0025] Figure 2 A schematic diagram of a fault handling system provided in an embodiment of this disclosure;

[0026] Figure 3 This is a schematic diagram of the system processing flow for locating faults in a fault handling system provided in an embodiment of the present disclosure;

[0027] Figure 4 This is a schematic diagram of a broadband fault handling process provided in an embodiment of the present disclosure;

[0028] Figure 5 A flowchart illustrating a fault location method provided in an embodiment of this disclosure;

[0029] Figure 6 A flowchart illustrating yet another fault location method provided in this disclosure embodiment;

[0030] Figure 7 A flowchart illustrating yet another fault location method provided in this disclosure embodiment;

[0031] Figure 8 A flowchart illustrating yet another fault location method provided in this disclosure embodiment;

[0032] Figure 9 A flowchart illustrating yet another fault location method provided in this disclosure embodiment;

[0033] Figure 10 A flowchart illustrating yet another fault location method provided in this disclosure embodiment;

[0034] Figure 11 This is a schematic diagram of the structure of a fault location device provided in an embodiment of the present disclosure. Detailed Implementation

[0035] The following description, in conjunction with the accompanying drawings, details a fault location method, apparatus, and storage medium provided in the embodiments of this disclosure.

[0036] In this article, the term "and / or" is merely a description of the relationship between related objects, indicating that there can be three relationships. For example, A and / or B can represent three situations: A exists alone, A and B exist simultaneously, and B exists alone.

[0037] The terms “first” and “second” in this disclosure and its accompanying drawings are used to distinguish different objects or to distinguish different treatments of the same object, rather than to describe a particular order of objects.

[0038] Furthermore, the terms “comprising” and “having”, and any variations thereof, used in the description of this disclosure are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or apparatus that includes a series of steps or units is not limited to the steps or units listed, but may optionally include other steps or units not listed, or may optionally include other steps or units inherent to such process, method, product, or apparatus.

[0039] It should be noted that in this disclosure, the terms "exemplary" or "for example" are used to indicate that something is an example, illustration, or description. Any embodiment or design described as "exemplary" or "for example" in this disclosure should not be construed as being more preferred or advantageous than other embodiments or designs. Specifically, the use of terms such as "exemplary" or "for example" is intended to present the relevant concepts in a concrete manner.

[0040] In the description of this disclosure, unless otherwise stated, "multiple" means two or more.

[0041] Figure 1 This is a schematic diagram of the structure of a fault location device provided in an embodiment of this disclosure, as shown below. Figure 1 As shown, the fault location device 100 includes at least one processor 101, a communication line 102, and at least one communication interface 104, and may also include a memory 103. The processor 101, memory 103, and communication interface 104 can be connected via the communication line 102.

[0042] The processor 101 may be a central processing unit (CPU), an application-specific integrated circuit (ASIC), or one or more integrated circuits configured to implement the embodiments of this disclosure, such as one or more digital signal processors (DSPs), or one or more field-programmable gate arrays (FPGAs).

[0043] Communication line 102 may include a path for transmitting information between the aforementioned components.

[0044] The communication interface 104 is used to communicate with other devices or communication networks. It can use any transceiver-like device, such as Ethernet, radio access network (RAN), wireless local area network (WLAN), etc.

[0045] The memory 103 may be a read-only memory (ROM) or other type of static storage device capable of storing static information and instructions, random access memory (RAM) or other type of dynamic storage device capable of storing information and instructions, or electrically erasable programmable read-only memory (EEPROM), compact disc read-only memory (CD-ROM) or other optical disc storage, optical disc storage (including compressed optical discs, laser discs, optical discs, digital universal optical discs, Blu-ray discs, etc.), magnetic disk storage media or other magnetic storage devices, or any other medium capable of including or storing desired program code having the form of instructions or data structures and accessible by a computer, but not limited thereto.

[0046] In one possible design, the memory 103 can exist independently of the processor 101, meaning the memory 103 can be an external memory of the processor 101. In this case, the memory 103 can be connected to the processor 101 via a communication line 102 to store execution instructions or application code, and its execution is controlled by the processor 101 to implement the fault location method provided in the following embodiments of this disclosure. In another possible design, the memory 103 can also be integrated with the processor 101, meaning the memory 103 can be an internal memory of the processor 101. For example, the memory 103 can be a cache, which can be used to temporarily store some data and instruction information.

[0047] As one possible implementation, processor 101 may include one or more CPUs, for example Figure 1 CPU0 and CPU1 in the example. Alternatively, the fault location device 100 may include multiple processors, such as CPU0 and CPU1. Figure 1 The processors 101 and 107 are included. Alternatively, the fault location device 100 may also include an output device 105 and an input device 106.

[0048] Through the above description of the implementation methods, those skilled in the art will clearly understand that, for the sake of convenience and brevity, only the division of the above functional modules is used as an example. In practical applications, the above functions can be assigned to different functional modules as needed, that is, the internal structure of the network node can be divided into different functional modules to complete all or part of the functions described above. The specific working process of the system, modules, and network nodes described above can be referred to the corresponding process in the foregoing method embodiments, and will not be repeated here.

[0049] The following explanations of the terms used in the embodiments of this disclosure are provided to facilitate the reader's understanding.

[0050] 1. Knowledge Base

[0051] The knowledge base is a knowledge-based and intelligent system. The knowledge base in this disclosure is constructed based on the summary and accumulation of historical troubleshooting experience, summarizing the fault types, the processing logic sequence of fault location, and the troubleshooting rules for anomaly judgment. After each troubleshooting, the fault location results are saved, the data in the database is optimized and updated, and a troubleshooting tree is constructed based on the knowledge base.

[0052] 2. Obstacle removal tree

[0053] The troubleshooting tree, provided in this disclosure, is a processing framework for fault location, constructed based on historical troubleshooting experience from a knowledge base. The troubleshooting tree comprises multiple subtrees, each representing a different fault type, and each subtree contains multiple fault location rules determined based on historical troubleshooting experience. Upon receiving a fault handling request from a user terminal, the fault can be located based on the user's description information and the troubleshooting tree.

[0054] One possible way to achieve this is through, for example... Figure 2 The fault handling system 20 shown locates the fault. The fault handling system 20 includes: a receiving module 201, a data acquisition module 202, a fault location module 203, and an output module 204.

[0055] The system includes a receiving module 201, which receives a fault handling request from a user terminal. This request includes a fault description and user identification information. A data acquisition module 202 collects and encapsulates user subscription data and status data stored in the network element based on the user identification information. A fault location module 203 locates the fault based on the troubleshooting tree and the user's subscription and status data. An output module 204 sends the fault location result to the user terminal.

[0056] The fault location module 203 includes six functional modules: knowledge management module 2031, algorithm management module 2032, troubleshooting tree management module 2033, probability analysis module 2034, fault filing module 2035, and unknown analysis module 2036. Specifically, the knowledge management module stores historical fault location results; the algorithm management module 2032 handles the analysis and processing of user data under different location rules; the fault filing module 2035 categorizes and analyzes fault location results stored in the database for different fault types; the unknown analysis module 2036 summarizes and saves unsuccessfully located faults to the knowledge base; the troubleshooting tree management module 2033 builds a knowledge base based on the historical fault location results stored in the knowledge management module, constructs a troubleshooting tree based on the knowledge base, and optimizes and updates the troubleshooting tree based on the fault location results as the system runs; and the probability analysis module 2034 analyzes the probability and importance of faults to optimize the troubleshooting tree and narrow down the troubleshooting scope.

[0057] The fault handling system's fault location process is as follows: Figure 3As shown, the fault acquisition module collects fault description information and user identification information, which are then input into the first checkpoint of the fault location system. The algorithm management function determines the subtree branches of the fault tree based on the collected fault description information and user identification information for processing and analysis. The probability analysis function analyzes the fault probability and importance to narrow down the troubleshooting scope. After the results are merged and analyzed, the fault location completion output module outputs the fault location results from the second checkpoint. The knowledge management function saves the fault location results, and the fault archiving function categorizes and analyzes the fault location results saved in the database for different fault types. The troubleshooting tree management function optimizes and updates the troubleshooting tree based on the fault location results, iteratively drives the subtrees, determines the algorithm rules corresponding to different fault types, and then proceeds to the next round of fault analysis.

[0058] For example, the specific process for fault location is as follows: Figure 4 As shown, Figure 4 This disclosure provides a flowchart for handling broadband faults. The fault location module, based on the fault description information and user identification information collected by the fault acquisition module, determines the following fault location rules: whether the user number exists, user type, VLR GT address, whether the data service function is enabled, whether the data service function is in use, whether data roaming permissions are within the province, whether the access point is missing, whether the data service bandwidth value is normal, whether the last two digits of the APN billing attribute are 80 or 00, AMF / MME mobility management status, AMF / MME login time, and whether the user is being speed-limited. The fault cause is located according to the processing logic sequence of the above fault location rules, determining multiple causes for this broadband fault.

[0059] Among them, the fault location rules for user type, VLR GT address, whether the last two digits of APN billing attribute are 80 or 00, AMF / MME mobility management status, and AMF / MME login time are used to determine the user's service status. The fault location rules for whether the user number exists, whether the data service function is enabled, whether the data service function is being used, whether the data roaming permission is within the province, whether the access point is missing, whether the data service bandwidth value is normal, and whether the user is being speed-limited are used to determine the specific broadband fault cause.

[0060] The fault location rules for determining the cause of network faults specifically include the following steps: S401-S412:

[0061] S401. Determine if the number exists.

[0062] If the user's number is not found, determine if the number belongs to the local number segment. The Digitalization Department then verifies whether the user's status is normal to determine the cause of the broadband failure. If the number exists, proceed directly to S402. If the number does not exist, determine if it belongs to the local number segment. If it is a local number segment, the Digitalization Department verifies whether the user's status is normal to determine the cause of the broadband failure. If it is not a local number segment, proceed directly to S410.

[0063] S402, Read and list user types.

[0064] S403. Determine if the VLR GT address is local.

[0065] If the VLR GT address is local, proceed directly to step 404. If the VLR GT address is not local, determine if the VLR GT address is empty. If the VLR GT address is empty, determine that the user has not logged into the network for an extended period and proceed to step S404. If the VLR GT address is not empty, determine that the user is in a roaming state and proceed to step S404.

[0066] S404. Determine whether the data service function is enabled.

[0067] If the data service function is enabled, proceed with S405. If the data service function is disabled, the Digitalization Department will verify whether the data service function is enabled correctly, determine the cause of the broadband fault, and continue to execute S405.

[0068] S405. Determine whether the data service function is in use.

[0069] If the data service function is in use, then execute S406 below. If the data service function is not in use, the Digitalization Department shall verify whether the data service status is normal, determine the cause of the broadband failure, and continue to execute S406 below.

[0070] S406. Determine whether the data roaming permission is within the province.

[0071] If the data roaming permission is not within the province, then confirm that the user is allowed to roam outside the province and execute S407 below. If the data roaming permission is within the province, confirm that the user is only allowed to roam within the province, then the Digitalization Department will verify whether the data permission is normal, determine the cause of the broadband failure, and continue to execute S407 below.

[0072] S407. Determine if the access point is missing.

[0073] If the access point is not missing, ensure the contracted APN is functioning correctly and execute S408 below. If the access point is missing, causing internet access failure, the Digital Department will verify whether the access point is missing, determine the cause of the broadband failure, and continue executing S408 below.

[0074] S408. Determine if the bandwidth value of the data service is normal.

[0075] If the bandwidth value of the data service is normal, then the downlink broadband configuration is confirmed to be normal, and the following S409 is executed. If the bandwidth value of the data service is abnormal, and the downlink rate is lower than the default bearer rate, then the Digitalization Department will verify whether the rate contract is normal, determine the cause of the broadband failure, and continue to execute the following S409.

[0076] S409. Determine whether the last two digits of the APN billing attribute are 80 or 00.

[0077] If the last two digits of the APN billing attribute are 80, the user is determined to be accessing the data network from the visited location, and the following S410 is executed. If the last two digits of the APN billing attribute are 00, the user is determined to be accessing the data network from the home location, and the following S410 is executed.

[0078] S410. Determine the AMF / MME mobility management status.

[0079] If the AMF / MME mobility management status is connected or idle, and the HSS has no user number, then the user is determined to be a remote user, currently in a connected, registered, or idle state, and can currently log in to the data network normally. The following S411 should be executed. If the AMF / MME mobility management status is connected or idle, and the HSS has a user number, then the user is determined to be a local user, currently in a connected or idle state, and can currently log in to the data network normally. The following S411 should be executed. If the AMF / MME mobility management status is not connected, not registered, or not logged in, and the HSS has no user number, then the user is determined to be a remote user, currently in a not connected, not registered, or not logged in state, and the following S411 should be executed. If the AMF / MME mobility management status is not connected, not registered, or not logged in, the HSS has a user number, and steps S403, S404, S405, and S407 confirm the status is normal, then the user is determined to be in a not connected, not registered, or not logged in state, the data service configuration is normal, and the following S411 should be executed.

[0080] S411. Determine the AMF / MME login time.

[0081] S412, Determine if the user has a speed limit.

[0082] If the user is not subject to speed limits, confirm and end the current fault location process. If the user is subject to speed limits, determine the speed and end the current fault location process.

[0083] The specific procedures for determining the cause of a network fault based on the fault location rules for whether data service functions are enabled are as follows: If it is determined that the user's data service functions are not enabled, the Digitalization Department verifies whether the data service functions are enabled normally, thereby determining the cause of the broadband fault. The specific procedures for determining the cause of a network fault based on the fault location rules for whether data service functions are in use are as follows: If it is determined that the user's data service functions are not in use, the Digitalization Department verifies whether the data service status is normal, thereby determining the cause of the broadband fault. The specific procedures for determining the cause of a network fault based on the fault location rules for whether data roaming permissions are within the province are as follows: If it is determined that data roaming permissions are within the province, the Digitalization Department verifies whether the data roaming permissions are normal. The specific procedures for determining the cause of a network fault based on the fault location rules for whether an access point is missing are as follows: If it is determined that an access point is missing, the Digitalization Department verifies the specific missing access point, thereby determining the cause of the broadband fault. The specific procedures for determining the cause of a network fault based on the fault location rules for whether the data service bandwidth value is normal are as follows: If it is determined that the downlink broadband speed of the data service is lower than the default bearer speed, the Digitalization Department verifies whether the data speed contract is normal, thereby determining the cause of the broadband fault. The specific process for determining the cause of a network fault using the fault location rules for whether a user is being speed-limited is as follows: if it is determined that the user is being speed-limited, then the cause of the broadband fault is determined to be that the user is being speed-limited.

[0084] Currently, in network fault location scenarios, after receiving a fault handling request from a user terminal, maintenance personnel need to determine the user's subscription data and status data in the network element management system based on the user's fault description. They then use this data to locate the fault and determine the appropriate handling method. However, because user fault descriptions may be inaccurate, the error rate of fault location based on these descriptions is relatively high.

[0085] To address the technical problems existing in related technologies, this disclosure provides a fault location method. The fault location device receives a fault handling request; and based on the fault description information, determines the target subtree from multiple subtrees of the troubleshooting tree, thus determining the fault type; based on user identification information, it obtains user data from the user terminal corresponding to the fault description information, thus determining the user data to be detected; and processes the user data according to the fault location rules in the target subtree to determine the cause of the user terminal fault. Since the troubleshooting tree is constructed based on historical fault location results and is continuously optimized during each fault location process, the fault can be accurately located based on the fault location rules and processing logic sequence in the subtree.

[0086] like Figure 5 As shown, Figure 5 The fault location method provided in this disclosure is used to locate network faults. The method includes the following steps S501-S504, which are described in detail below.

[0087] S501, The fault location device receives a fault handling request.

[0088] The fault handling request includes the user identification information and fault description information of the user terminal that experienced the fault.

[0089] For example, the user identification information carried in the fault handling request can be the user's mobile phone number, and the fault description information can be one of the following fault codes: 691 fault, 678 fault, 619 fault, 629 fault, 718 fault, 769 fault, etc. It can also be one or more of the following: web login status information and network speed information, which is not limited in this embodiment.

[0090] S502. The fault location device determines the target subtree from multiple subtrees of the fault location tree based on the fault description information.

[0091] Any one of the multiple subtrees includes: a fault location rule for determining the cause of the fault based on user data. The target subtree includes: at least one fault location rule for determining the cause of the fault corresponding to the fault description information.

[0092] In one possible implementation, the troubleshooting tree is a set of all fault types, with different subtrees representing a fault type. Based on the fault description information, the target subtree is determined from multiple subtrees of the troubleshooting tree, that is, the fault type of this fault is determined based on the fault description information.

[0093] For example, the fault description is that the internet speed is too slow. Based on the fault description, the fault type can be determined to be a network speed fault.

[0094] S503. The fault location device obtains user data from the user terminal corresponding to the fault description information based on the user identification information.

[0095] In one possible implementation, after determining that the fault type is a network speed fault, user subscription data and status data related to network speed can be collected from the network element based on the user's mobile phone number.

[0096] S504. The fault location device processes user data and determines the cause of the user terminal failure based on at least one fault location rule in the target subtree.

[0097] In one possible implementation, the fault location rule is used to determine the cause of the type of fault. The cause of the type of fault can be one or more, and this disclosure does not limit this.

[0098] It should be understood that in the process of processing user data according to fault location rules, there is a logical order of processing among the fault location rules. For example, before determining to process the data according to the fault location rule of low network speed, it is necessary to process it according to the fault location rule of network open status to determine that the network is in an open state.

[0099] The technical solution provided by the above embodiments can bring at least the following beneficial effects: the fault location device receives a fault handling request; and determines the target subtree from multiple subtrees of the troubleshooting tree according to the fault description information, that is, determines the type of fault; obtains user data of the user terminal corresponding to the fault description information according to the user identification information; that is, determines the user data to be detected; processes the user data according to the fault location rules in the target subtree, and determines the cause of the user terminal fault. Since the troubleshooting tree is constructed based on historical fault location results and is continuously optimized in each fault location process, the fault can be accurately located according to the fault location rules and processing logic order in the subtree.

[0100] In one possible implementation, combining Figure 5 ,like Figure 6 As shown, the above fault location method also includes the following S601-S602, which will be described in detail below.

[0101] S601, The fault location device determines the fault location result for this time.

[0102] The fault location results shall include at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rules used for the fault type, the cause of the fault, and the fault handling recommendations.

[0103] S602. The fault location device sends the fault location result to the user terminal.

[0104] In one possible implementation, the cause of the fault is sent to the user terminal, including: the user's speed is being limited, and a fault-solving suggestion: upgrade network services. The user then resolves the fault based on the cause and the suggested solution.

[0105] The technical solution provided by the above embodiments can bring at least the following beneficial effects: the fault location device receives a fault handling request; and determines the target subtree from multiple subtrees of the troubleshooting tree according to the fault description information, that is, determines the type of fault; obtains user data of the user terminal corresponding to the fault description information according to the user identification information; that is, determines the user data to be detected; processes the user data according to the fault location rules in the target subtree, determines the cause of the user terminal fault, and after determining the cause of the user terminal fault, sends the fault location result to the user terminal so that the user terminal can solve the fault problem according to the fault location result.

[0106] In one possible implementation, combining Figure 6 like Figure 7 As shown, the above fault location method also includes the following S701-S702, which will be described in detail below.

[0107] S701, The fault location device saves the fault location results to the knowledge base.

[0108] The knowledge base is used to store the results of each fault location and update the troubleshooting tree.

[0109] In one possible implementation, after each fault location, the fault location device saves the fault location result to the knowledge base and summarizes the fault type, the processing logic sequence of fault location, and the troubleshooting rules for anomaly judgment based on the fault location result.

[0110] S702 The fault location device constructs a troubleshooting tree based on the fault location results in the knowledge base, and optimizes and updates the troubleshooting tree after each fault location.

[0111] In one possible implementation, the troubleshooting tree is constructed based on the troubleshooting rules for fault types, fault location processing logic order, and anomaly judgment stored in the knowledge base. After each fault location is performed and the fault location result is saved to the knowledge base, the fault location device optimizes and adjusts the troubleshooting tree based on the updated knowledge base, thereby achieving the goal of accurately locating the cause of the fault.

[0112] The technical solution provided by the above embodiments can bring at least the following beneficial effects: After each fault location, the fault location device will save the fault location result to the knowledge base, summarize the fault type, the processing logic sequence of fault location and the troubleshooting rules of abnormal judgment based on the fault location result, and construct a troubleshooting tree. After each fault location, the troubleshooting tree will be optimized and adjusted based on the fault location result, so as to achieve the purpose of accurately locating the cause of the fault.

[0113] In one possible implementation, combining Figure 5 like Figure 8 As shown, the above-mentioned user data is processed according to at least one fault location rule in the target subtree to determine the cause of the user terminal failure, specifically including the following S801-S803, which will be described in detail below.

[0114] S801. The fault location device determines the priority of at least one fault location rule based on the fault location results stored in the knowledge base.

[0115] In one possible implementation, the fault location device determines the frequency of use of the fault location rules of the target subtree based on the fault location results stored in the knowledge base, and determines that the fault location rules with high usage frequency have higher priority.

[0116] S802. The fault location device optimizes the processing order of at least one fault location rule based on priority.

[0117] In one possible implementation, the fault location device determines to sort at least one fault location rule according to the order of frequency of use of the fault location rule from high to low.

[0118] S803 The fault location device processes user data according to the processing logic order of the fault location rules based on the optimized sorting processing order, and locates all causes of user terminal failure.

[0119] In one possible implementation, the fault location device processes user data according to the processing logic sequence of each fault location rule, in descending order of the frequency of use of the fault location rules, to determine all causes of the user terminal's failure.

[0120] The technical solution provided by the above embodiments can bring at least the following beneficial effects: Based on the historical fault location results stored in the knowledge base, the frequency of fault location rules used in the target subtree is determined, and the order of processing user data is determined in descending order of the frequency of fault location rule use, thereby optimizing the troubleshooting order and narrowing the troubleshooting scope. User data is processed according to the optimized troubleshooting order, and the cause of the fault is conveniently determined.

[0121] In one possible implementation, combining Figure 5 like Figure 9 As shown, the above-mentioned user data is processed according to at least one fault location rule in the target subtree to determine the cause of the user terminal failure, specifically including the following S901-S902, which will be described in detail below.

[0122] S901, The fault location device determines the fault location rule that is used most frequently in the target subtree.

[0123] In one possible implementation, the fault location device determines the fault location rule most frequently used in the target subtree based on historical fault location results stored in a knowledge base.

[0124] S902. The fault location device processes user data according to the most frequently used fault location rules and the processing logic order of the fault location rules to locate all causes of the user terminal failure.

[0125] The technical solution provided by the above embodiments can bring at least the following beneficial effects: Based on the historical fault location results stored in the knowledge base, the fault location rule with the most frequent use in the target subtree is determined, and the user data is processed in the processing logic order of the fault location rule with the most frequent use, thereby achieving the purpose of optimizing the troubleshooting order and narrowing the troubleshooting scope. The user data is processed according to the optimized troubleshooting order, and the cause of the fault is conveniently determined.

[0126] In one possible implementation, combining Figure 5 like Figure 10 As shown, the above-mentioned user data is processed according to at least one fault location rule in the target subtree to determine the cause of the user terminal failure, specifically including the following S1001-S1002, which will be described in detail below.

[0127] S1001. The fault location device determines, based on multiple fault location rules, that it is unable to locate the cause of the fault in the user terminal.

[0128] In one possible implementation, after the fault location device processes the user data according to all fault location rules in the target subtree, it determines that the cause of the current fault has not been located.

[0129] S1002. The fault location device determines that the fault location result is a location failure and saves the location failure result to the knowledge base.

[0130] In one possible implementation, if the fault location device determines that the cause of the current fault has not been located, the fault location device saves the location result to the knowledge base and determines that the fault type is abnormal data.

[0131] The technical solution provided by the above embodiments can bring at least the following beneficial effects: If the fault location device determines multiple fault location rules based on the target subtree and cannot locate the cause of the current user terminal failure, it will save the current location result and classify it into the database to optimize and update the troubleshooting tree.

[0132] The fault location method involved in the embodiments of this disclosure has been described in detail above.

[0133] As can be seen, the above mainly describes the technical solutions provided by the embodiments of this disclosure 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, in conjunction with the modules and algorithm steps of the various examples described in the embodiments disclosed herein, the embodiments of this disclosure 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 disclosure.

[0134] This disclosure embodiment can divide the fault location 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 module. The integrated module can be implemented in hardware or as a software functional module. Optionally, the module division in this disclosure embodiment is illustrative and only represents one logical functional division; other division methods may be used in actual implementation.

[0135] like Figure 11 The diagram shown is a structural schematic of a fault location device 1100 provided in an embodiment of this disclosure.

[0136] The fault location device 1100 includes a communication unit 1101 and a processing unit 1102. The communication unit 1101 is used to receive a fault handling request. The fault handling request includes user identification information and fault description information of the user terminal that has malfunctioned. The processing unit 1102 is used to determine a target subtree from multiple subtrees of a troubleshooting tree based on the fault description information. Each subtree includes a fault location rule for determining the cause of the fault based on user data. The target subtree includes at least one fault location rule for determining the cause of the fault corresponding to the fault description information. The processing unit 1102 is also used to obtain user data of the user terminal corresponding to the fault description information based on the user identification information. The processing unit 1102 is also used to process the user data according to at least one fault location rule in the target subtree to determine the cause of the user terminal malfunction.

[0137] In one possible implementation, the processing unit 1102 is further configured to: determine the fault location result; the fault location result includes at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rule used for the fault type, the cause of the fault, and the fault handling suggestion; the communication unit 1101 is further configured to send the fault location result to the user terminal.

[0138] In one possible implementation, the processing unit 1102 is further configured to: save the fault location result to a knowledge base; the knowledge base is used to save each fault location result and update the troubleshooting tree; construct the troubleshooting tree based on the fault location result, and optimize and update the troubleshooting tree after each fault location.

[0139] In one possible implementation, the processing unit 1102 is specifically used to input multiple user data into the troubleshooting tree to locate the cause of the user terminal failure, including: determining the priority of at least one fault location rule based on the fault location results stored in the knowledge base; optimizing the processing order of the at least one fault location rule based on the priority; and processing the user data according to the processing logic order of the fault location rule based on the optimized processing order to locate all causes of the user terminal failure.

[0140] In one possible implementation, the processing unit 1102 is specifically used to input multiple user data into the troubleshooting tree to locate the cause of the user terminal failure, including: determining the fault location rule most frequently used in the target subtree; and processing the user data according to the processing logic order of the fault location rule based on the most frequently used fault location rule to locate all causes of the user terminal failure.

[0141] In one possible implementation, the processing unit 1102 is specifically used to input multiple user data into the troubleshooting tree to locate the cause of the user terminal's failure, including: if the cause of the user terminal's failure cannot be determined based on multiple fault location rules, then the fault location result is determined to be a location failure, and the location failure result is saved to the knowledge base.

[0142] This disclosure also provides a fault location device, which includes a processor and a memory; wherein the memory is used to store computer execution instructions, and when the fault location device is running, the processor executes the computer execution instructions stored in the memory so that the fault location device performs the fault location method described in this disclosure.

[0143] Embodiments of this disclosure provide a computer program product containing instructions that, when executed on a computer, cause the computer to perform the fault location method in the above method embodiments.

[0144] Embodiments of this disclosure provide a chip including a processor and a communication interface, the communication interface and the processor being coupled together, the processor being used to run computer programs or instructions to implement the fault location method as described in the above method embodiments.

[0145] The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of computer-readable storage media (a non-exhaustive list) include: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), registers, hard disks, optical fibers, compact disc read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing, or any other form of computer-readable storage medium in the art. An exemplary storage medium is coupled to a processor, enabling the processor to read information from and write information to the storage medium. Of course, the storage medium may also be a component of the processor. The processor and the storage medium may reside in an application-specific integrated circuit (ASIC). In this embodiment of the disclosure, the computer-readable storage medium can be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, apparatus, or device.

[0146] Since the apparatus, devices, computer-readable storage media, and computer program products in the embodiments of this disclosure can be applied to the above methods, the technical effects they can achieve can also be referred to the above method embodiments. The embodiments of this disclosure will not be repeated here.

[0147] The above descriptions are merely specific embodiments of this disclosure, but the scope of protection of this disclosure is not limited thereto. Any variations or substitutions within the technical scope disclosed in this disclosure should be included within the scope of protection of this disclosure. Therefore, the scope of protection of this disclosure should be determined by the scope of the claims.

Claims

1. A fault location method characterized by, include: Receive fault handling requests; The fault handling request includes the user identification information and fault description information of the user terminal that experienced the fault. Based on the fault description information, a target subtree is determined from multiple subtrees of the troubleshooting tree; wherein, any one of the multiple subtrees includes: a fault location rule for determining the cause of the fault based on user data; the target subtree includes: at least one fault location rule for determining the cause of the fault corresponding to the fault description information; Based on the user identification information, user data of the user terminal corresponding to the fault description information is obtained; the fault description information is used to determine the fault type of this fault; the user data is data related to the fault type of this fault obtained based on the user identification information. Based on at least one fault location rule in the target subtree, the user data is processed to determine the cause of the user terminal malfunction; the determination of the cause of the user terminal malfunction specifically includes: Based on the fault location results stored in the knowledge base, the priority of the at least one fault location rule is determined; the priority is determined based on the usage frequency of the fault location rules of the target subtree determined by the fault location results. Based on the priority, the processing order of the at least one fault location rule is optimized and sorted. Based on the optimized sorting process order, the user data is processed according to the processing logic order of the fault location rules to locate all the causes of the user terminal failure. Determine the fault location result; the fault location result shall include at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rule used for the fault type, whether the fault location was successful, and the fault handling suggestions; Send the fault location results to the user terminal; The fault location results are saved to a knowledge base; the knowledge base is used to save each fault location result and update the troubleshooting tree; the fault location results are used to summarize the fault type, the processing logic sequence of fault location, and the troubleshooting rules for anomaly judgment. The troubleshooting tree is constructed based on the fault location results in the knowledge base, and is optimized and updated after each fault location. The troubleshooting tree is constructed according to the fault types, the processing logic order of fault location, and the troubleshooting rules for anomaly judgment stored in the knowledge base.

2. The method of claim 1, wherein, The step of processing the user data according to at least one fault location rule in the target subtree to determine the cause of the user terminal malfunction further includes: Determine the fault location rule that is used most frequently in the target subtree; Based on the most frequently used fault location rule, the user data is processed in the order of the processing logic of the fault location rule to locate all the causes of the fault in the user terminal.

3. The method of claim 1, wherein, The step of processing the user data according to at least one fault location rule in the target subtree to determine the cause of the user terminal malfunction further includes: Based on the aforementioned fault location rules, it was determined that the cause of the user terminal malfunction could not be located. The fault location result is determined to be a location failure, and the location failure result is saved to the knowledge base.

4. A fault location device characterized by, include: Communication unit and processing unit; The communication unit is used to receive fault handling requests; The fault handling request includes the user identification information and fault description information of the user terminal that experienced the fault. The processing unit is configured to determine a target subtree from multiple subtrees of the troubleshooting tree based on the fault description information; wherein any one of the multiple subtrees includes: a fault location rule for determining the cause of the fault based on user data; and the target subtree includes: at least one fault location rule for determining the cause of the fault corresponding to the fault description information. The processing unit is further configured to obtain user data of the user terminal corresponding to the fault description information based on the user identification information; the fault description information is used to determine the fault type of the current fault; the user data is data related to the fault type of the current fault obtained based on the user identification information. The processing unit is further configured to process the user data according to at least one fault location rule in the target subtree, and determine the cause of the user terminal malfunction. The processing unit is specifically configured to: determine the priority of the at least one fault location rule based on the fault location results stored in the knowledge base; the priority is determined based on the usage frequency of the fault location rules of the target subtree determined by the fault location results. Based on the priority, the processing order of the at least one fault location rule is optimized and sorted. Based on the optimized sorting order, the user data is processed according to the processing logic order of the fault location rules to locate all the causes of the user terminal failure. The processing unit is further configured to: determine the fault location result; the fault location result includes at least one of the following: the fault type, the subtree corresponding to the fault type, the fault location rule used for the fault type, the cause of the fault, and the fault handling suggestion; The communication unit is also used to send the fault location result to the user terminal; The processing unit is further configured to: The fault location results are saved to a knowledge base; the knowledge base is used to save each fault location result and update the troubleshooting tree; the fault location results are used to summarize the fault type, the processing logic sequence of fault location, and the troubleshooting rules for anomaly judgment. The troubleshooting tree is constructed based on the fault location results in the knowledge base, and is optimized and updated after each fault location. The troubleshooting tree is constructed according to the fault types, the processing logic order of fault location, and the troubleshooting rules for anomaly judgment stored in the knowledge base.

5. The apparatus according to claim 4, characterized in that, The processing unit is specifically used for: Determine the fault location rule that is used most frequently in the target subtree; Based on the most frequently used fault location rule, the user data is processed in the order of the processing logic of the fault location rule to locate all the causes of the fault in the user terminal.

6. The apparatus of claim 4, wherein, The processing unit is specifically used for: If the cause of the user terminal failure cannot be determined based on the aforementioned fault location rules; If the fault location result is determined to be a location failure, the location failure result will be saved to the knowledge base.

7. A fault location device characterized by, include: A processor and a memory; wherein the memory is used to store computer execution instructions, and when the fault location device is running, the processor executes the computer execution instructions stored in the memory to cause the fault location device to perform the fault location method according to any one of claims 1-3.

8. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores instructions that, when executed by the processor of the fault location device, cause the fault location device to perform the fault location method according to any one of claims 1-3.

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