A fault feedback method and an electronic device

Abstract

This application provides a fault feedback method and an electronic device. The above-mentioned fault feedback method can be applied to terminal electronic devices such as mobile phones and tablet computers. By implementing the above method, the electronic device can determine the fault type according to the user input operation, obtain the corresponding target log data and / or fault description information, and then send the above-mentioned target log data and / or fault description information to the server. Subsequently, the server can determine the fault cause based on the above-mentioned target log data and / or fault description information, formulate a corresponding solution, and then send the above solution to the electronic device for the electronic device to quickly solve the fault and resume normal use.

Description

Technical Field

[0001] This application relates to the field of terminals, and in particular, to a fault feedback method and an electronic device. Background Art

[0002] In life, with the popularization of electronic devices (such as mobile phones, tablet computers, etc.), more and more electronic devices are widely used. During the process of using an electronic device by a user, it is inevitable that some device fault problems will occur to the electronic device. When there is a problem with the use of the electronic device, the user can first detect it through a detection program preset in the electronic device. For common configuration problems, the user can modify the configuration information through the repair function provided after the detection, so as to solve the problem. For problems other than the above problems, the user often cannot solve the problem through the detection program preset in the electronic device. At this time, the user needs to call a hotline or directly go to a service outlet for consultation to detect, collect and analyze logs, and repair the faulty device. This increases the cost for the user to solve the problem and is not convenient for quickly solving the device fault. Summary of the Invention

[0003] In a first aspect, this application provides a fault feedback method, which is applied to a system including a first electronic device and a server. The method includes: the first electronic device displays a first interface, and the first interface includes multiple labels, one label corresponding to one type of fault, where the multiple labels include a first label, and the first label corresponds to a first fault; the first electronic device detects a user operation on the first label, and the first electronic device starts to back up a target log associated with the first fault; the first electronic device stops backing up the target log to obtain target log data; during the backup process, the first electronic device keeps displaying a first notification, and the first notification is used to indicate that the first electronic device is backing up the target log; after stopping the backup, the first electronic device sends the target log data to the server; the server determines a first solution corresponding to the first fault according to the target log data; the server sends the first solution to the first electronic device; the first electronic device solves the first fault based on the first solution.

[0004] By implementing the method provided in the first aspect, the end-user can conveniently and quickly report an unknown fault and attach relevant log data to help the cloud side quickly determine the cause of the fault, and then quickly determine a solution. At the same time, after determining the solution, the cloud side can timely send the solution to the end side to help the end-user quickly solve the fault and resume normal use.

[0005] In combination with the method provided in the first aspect, in some embodiments, the system further includes a second electronic device, and the method further includes: the server will not send the first solution to the second electronic device.

[0006] The cloud side can send a solution to the electronic device reporting a fault, realizing one-to-one fault feedback and solution, improving the solution efficiency, and thus helping the user solve the fault as soon as possible and resume normal use.

[0007] Combined with the method provided in the first aspect, in some embodiments, the first notification includes a first control, and the first electronic device stops backing up the target log, specifically including: in response to a user operation on the first control, the first electronic device stops backing up the target log.

[0008] Implementing the above method, after the user discovers that the problem recurs, the user can immediately close the log backup through the first control included in the first notification, which not only ensures that the backed-up log data can include the details at the time of the fault, but also avoids log data redundancy, which is beneficial to improving the efficiency of the cloud side analyzing the log data to determine the solution.

[0009] Combined with the method provided in the first aspect, in some embodiments, the first electronic device stops backing up the target log, specifically including: after the expiration of a first preset duration, the first electronic device stops backing up the target log.

[0010] This can avoid long-term log backup, save storage resources, computing resources, etc. of the electronic device, and at the same time protect user privacy.

[0011] Combined with the method provided in the first aspect, in some embodiments, after the first electronic device detects a user operation on the first label, the method further includes: displaying a first window, where the first window includes the name of the target log and a second control; the first electronic device starts backing up the target log associated with the first fault, specifically including: in response to a user operation on the second control, the first electronic device starts backing up the target log associated with the first fault.

[0012] Before starting the log backup, the electronic device can display information such as the name of the target log that needs to be backed up specifically, and obtain the user's authorization. After obtaining the user's authorization, the electronic device then performs the log backup to improve security and reduce the risk of privacy leakage.

[0013] Combined with the method provided in the first aspect, in some embodiments, after stopping the backup, the method further includes: the first electronic device displays a second interface, where the second interface includes a plurality of questions for the first fault; the first electronic device obtains fault description information through the plurality of questions for the first fault; the first electronic device sends the fault description information to the server; the server determines a first solution corresponding to the first fault according to the target log data, specifically including: the server determines a first solution corresponding to the first fault according to the target log data and the fault description information.

[0014] The electronic device can also set questions to obtain relevant information from the end - user, such as the scenario where the failure occurred, the time of occurrence, and the running status of the mobile phone at the time of occurrence, that is, failure description information, to assist in determining the cause of the failure and improving the efficiency of failure resolution.

[0015] Combined with the method provided in the first aspect, in some embodiments, the first failure is a failure caused by an incorrect application configuration; the first solution includes a configuration update instruction; the first electronic device resolves the first failure based on the first solution, specifically including: the first electronic device displays a third interface, and the third interface includes a third control; upon detecting a user operation on the third control, the first electronic device executes the configuration update instruction to update the configuration information of the application.

[0016] When it is determined according to the target log data that the failure occurring in the electronic device is a failure caused by an incorrect application configuration, the electronic device can receive a configuration update instruction. According to the above - mentioned configuration update instruction, the electronic device can update the configuration information of the application, thereby resolving the failure and helping the user to resume normal use.

[0017] Combined with the method provided in the first aspect, in some embodiments, the first failure is a failure caused by an incompatible application version; the first solution includes an application upgrade guidance instruction; the first electronic device resolves the first failure based on the first solution, specifically including: the first electronic device displays a fourth interface, and the fourth interface includes a fourth control; upon detecting a user operation on the fourth control, the first electronic device displays a fifth interface, and the fifth interface includes the version information of the latest version of the application and a fifth control; upon detecting a user operation on the fifth control, the first electronic device obtains the latest version of the application, installs it, and replaces the old version of the application.

[0018] When it is determined according to the target log data that the failure occurring in the electronic device is a failure caused by an incompatible application version, the electronic device can receive an application upgrade guidance instruction. According to the above - mentioned application upgrade guidance instruction and user operation, the electronic device can obtain the latest version of the application, install it, and replace the old version of the application, thereby resolving the failure and helping the user to resume normal use.

[0019] Combined with the method provided in the first aspect, in some embodiments, the first failure is a failure caused by application intrusion; the first solution includes an application uninstallation guidance instruction; the first electronic device resolves the first failure based on the first solution, specifically including: the first electronic device determines the target application according to the application identifier in the application uninstallation guidance instruction; the first electronic device uninstalls the target application.

[0020] When it is determined according to the target log data that the fault occurred in the electronic device is caused by application intrusion, the electronic device can receive an application uninstallation guidance instruction. According to the above application uninstallation guidance instruction and user operations, the electronic device can determine the target application and then uninstall the application, thereby resolving the fault and helping the user resume normal use.

[0021] Combined with the method provided in the first aspect, in some embodiments, the first fault is a fault caused by an incompatible system version, and the first solution includes a system upgrade guidance instruction; the first electronic device resolves the first fault based on the first solution, specifically including: the first electronic device obtains the latest version of the operating system upgrade package; the first electronic device installs the operating system upgrade package to replace the old version of the operating system.

[0022] When it is determined according to the target log data that the fault occurred in the electronic device is caused by an incompatible system version, the electronic device can receive a system upgrade guidance instruction. According to the above system upgrade guidance instruction and user operations, the electronic device can obtain the latest version of the operating system upgrade package and then install the operating system upgrade package to replace the old version of the operating system, thereby resolving the fault and helping the user resume normal use.

[0023] Combined with the method provided in the first aspect, in some embodiments, the first fault is a hardware fault, and the first solution includes hardware fault indication information; the first electronic device resolves the first fault based on the first solution, specifically including: the first electronic device displays a sixth interface, and the sixth interface provides one or more of the following services: reservation of in-store repair service, mail-in repair service, reservation of home repair service.

[0024] When it is determined according to the target log data that the fault occurred in the electronic device is a hardware fault, the electronic device can receive hardware fault indication information. According to the above hardware fault indication information, the electronic device can quickly jump to the repair declaration interface to provide the user with multiple quick repair services such as reservation of in-store repair service, mail-in repair service, reservation of home repair service, etc., thereby helping the user quickly reserve a repair, resolve the fault, and resume normal use.

[0025] Combined with the method provided in the first aspect, in some embodiments, the server includes a first server and a second server. The server determines the first solution corresponding to the first fault according to the target log data, specifically including: the second server determines the first solution corresponding to the first fault according to the target log data; the server sends the first solution to the first electronic device, specifically including: the first server receives the first solution sent by the second server and sends the first solution to the first electronic device.

[0026] Log data analysis requires a large amount of computing resources. Setting up a second server dedicated to log analysis can ensure the resource requirements for log analysis. At the same time, it is also beneficial to prevent the log analysis service from occupying the resources of services such as fault reporting, fault management, and configuration, ensuring the stable operation of the program.

[0027] In a second aspect, the present application provides a fault feedback method, which is applied to a first electronic device. The method includes: displaying a first interface, where the first interface includes multiple labels, and one label corresponds to one type of fault. Among them, the multiple labels include a first label, and the first label corresponds to a first fault; detecting a user operation on the first label, and starting to back up the target log associated with the first fault; stopping the backup of the target log to obtain the target log data; during the backup process, keep displaying a first notification, and the first notification is used to indicate that the target log is being backed up; after stopping the backup, sending the target log data to the server; receiving a first solution sent by the server, and the first solution is obtained based on the target log data; using the first solution to solve the first fault.

[0028] In combination with the method provided in the second aspect, in some embodiments, the first notification includes a first control, and stopping the backup of the target log specifically includes: in response to a user operation on the first control, stopping the backup of the target log.

[0029] In combination with the method provided in the second aspect, in some embodiments, stopping the backup of the target log specifically includes: after a first preset duration ends, stopping the backup of the target log.

[0030] In combination with the method provided in the second aspect, in some embodiments, after detecting a user operation on the first label, the method further includes: displaying a first window, where the first window includes the name of the target log and a second control; starting to back up the target log associated with the first fault specifically includes: in response to a user operation on the second control, starting to back up the target log associated with the first fault.

[0031] In combination with the method provided in the second aspect, in some embodiments, after stopping the backup, the method further includes: displaying a second interface, where the second interface includes multiple questions for the first fault; obtaining fault description information through the multiple questions for the first fault; sending the fault description information to the server; and the first solution is also obtained based on the fault description information.

[0032] In combination with the method provided in the second aspect, in some embodiments, the first fault is a fault caused by an application program configuration error; the first solution includes a configuration update instruction; using the first solution to solve the first fault specifically includes: displaying a third interface, where the third interface includes a third control; detecting a user operation on the third control, and executing the configuration update instruction to update the configuration information of the application program.

[0033] Combined with the method provided in the second aspect, in some embodiments, the first fault is a fault caused by an incompatible application version, and the first solution includes an application upgrade guidance instruction; using the first solution to solve the first fault specifically includes: displaying a fourth interface, where the fourth interface includes a fourth control; detecting a user operation on the fourth control, displaying a fifth interface, where the fifth interface includes version information of the latest version of the application and a fifth control; detecting a user operation on the fifth control, obtaining the latest version of the application, and installing and replacing the old version of the application.

[0034] Combined with the method provided in the second aspect, in some embodiments, the first fault is a fault caused by application intrusion, and the first solution includes an application uninstallation guidance instruction; using the first solution to solve the first fault specifically includes: determining a target application according to the application identifier in the application uninstallation guidance instruction; uninstalling the target application.

[0035] Combined with the method provided in the second aspect, in some embodiments, the first fault is a fault caused by an incompatible system version, and the first solution includes a system upgrade guidance instruction; using the first solution to solve the first fault specifically includes: obtaining the latest version of the operating system upgrade package; installing the operating system upgrade package and replacing the old version of the operating system.

[0036] Combined with the method provided in the second aspect, in some embodiments, the first fault is a hardware fault, and the first solution includes hardware fault indication information; using the first solution to solve the first fault specifically includes: displaying a sixth interface, and the sixth interface provides one or more of the following services: booking in-store repair service, sending-in for repair service, booking home repair service.

[0037] In a third aspect, the present application provides a fault feedback method, which is applied to a server. The method includes: receiving a fault identifier corresponding to a first fault and target log data when the first fault occurs sent by a first electronic device; determining a first solution according to the target log data, where the first solution is used to solve the first fault; sending the first solution to the first electronic device and not sending the first solution to a second electronic device, where the second electronic device is an electronic device other than the first electronic device under the server.

[0038] Combined with the method provided in the third aspect, in some embodiments, the method further includes: receiving fault description information corresponding to the first fault sent by the first electronic device; determining the first solution according to the target log data, specifically including: determining the first solution according to the target log data and the fault description information.

[0039] In combination with the method provided in the third aspect, in some embodiments, the first fault is a fault caused by an incorrect application configuration; the first solution includes a configuration update instruction; alternatively, the first fault is a fault caused by an incompatible application version, and the first solution includes an application upgrade guidance instruction; alternatively, the first fault is a fault caused by an application intrusion, and the first solution includes an application uninstallation guidance instruction; alternatively, the first fault is a fault caused by an incompatible system version, and the first solution includes a system upgrade guidance instruction; alternatively, the first fault is a hardware fault, and the first solution includes hardware fault indication information.

[0040] In combination with the method provided in the third aspect, in some embodiments, the server includes a first server and a second server. Determining the first solution according to the target log data specifically includes: the second server determines the first solution according to the target log data; sending the first solution to the first electronic device specifically includes: the first server receives the first solution sent by the second server and sends the first solution to the first electronic device.

[0041] It can be understood that the method of the electronic device provided in the second aspect above, the method on the server side provided in the third aspect, and the system method provided in the first aspect correspond to each other. Therefore, the beneficial effects that can be achieved can refer to the beneficial effects in the first aspect, and will not be elaborated here.

[0042] In a fourth aspect, the present application provides an electronic device, which includes one or more processors and one or more memories; wherein, the one or more memories are coupled to the one or more processors, and the one or more memories are used to store a computer program. When the one or more processors execute the computer program, the electronic device executes the method described in the second aspect and any possible implementation manner in the second aspect.

[0043] In a fifth aspect, the present application provides a server, which includes one or more processors and one or more memories; wherein, the one or more memories are coupled to the one or more processors, and the one or more memories are used to store a computer program. When the one or more processors execute the computer program, the server executes the method described in the third aspect and any possible implementation manner in the third aspect.

[0044] In a sixth aspect, the present application provides a computer-readable storage medium, including a computer program. When the computer program runs on an electronic device, the electronic device is caused to execute the method described in the second aspect and any possible implementation manner in the second aspect; when the computer program runs on a server, the server is caused to execute the method described in the third aspect and any possible implementation manner in the third aspect.

[0045] Seventh aspect, an embodiment of the present application provides a chip system, which includes one or more processors. When the chip system is applied to an electronic device, the processor is used to call computer instructions to cause the electronic device to execute the method described in the second aspect and any possible implementation manner in the second aspect; when the chip system is applied to a server, the processor is used to call computer instructions to cause the server to execute the method described in the third aspect and any possible implementation manner in the third aspect.

[0046] Eighth aspect, the present application provides a computer program product containing instructions. When the computer program product runs on an electronic device, it causes the electronic device to execute the method described in the second aspect and any possible implementation manner in the second aspect; when the computer program product runs on a server, it causes the server to execute the method described in the third aspect and any possible implementation manner in the third aspect.

[0047] It can be understood that the electronic device provided in the fourth aspect above, the server provided in the fifth aspect, the computer storage medium provided in the sixth aspect, the chip system provided in the seventh aspect, and the computer program product provided in the eighth aspect are all used to execute the method provided by the present application. Therefore, the beneficial effects that can be achieved can refer to the beneficial effects in the corresponding method, which will not be elaborated here. Description of the Drawings

[0048] Figure 1 is a flowchart of a fault feedback method provided by an embodiment of the present application;

[0049] Figures 2A - 2K is a set of fault feedback user interfaces provided by an embodiment of the present application;

[0050] Figures 3A - 3B is another set of fault feedback user interfaces provided by an embodiment of the present application;

[0051] Figure 4 is a comparison diagram of quasi-types and solutions provided by an embodiment of the present application;

[0052] Figures 5A - 5B is a set of user interfaces for solving faults according to solutions provided by an embodiment of the present application;

[0053] Figures 5C - 5D is another set of user interfaces for solving faults according to solutions provided by an embodiment of the present application;

[0054] Figures 5E - 5F is another set of user interfaces for solving faults according to solutions provided by an embodiment of the present application;

[0055] Figure 6is a user interface provided by an embodiment of the present application for displaying the processing status of a reported fault;

[0056] Figure 7 is a schematic structural diagram of a system provided by an embodiment of the present application;

[0057] Figure 8 is another schematic structural diagram of a system provided by an embodiment of the present application;

[0058] Figure 9 shows a schematic structural diagram of the electronic device 100. Detailed implementation manners

[0059] The terms used in the following embodiments of the present application are only for the purpose of describing specific embodiments, and are not intended to limit the present application.

[0060] An embodiment of the present application provides a fault feedback method.

[0061] This method can be applied to a system including an electronic device 100 and a server 200. Among them, the electronic device 100 is a terminal device. The electronic device 100 includes but is not limited to mobile phones, tablet computers, laptop computers, wearable devices, in-vehicle devices, smart home devices, and / or smart city devices, etc. The specific type of this terminal device is not particularly limited in the embodiments of the present application. The electronic device 100 is also called the terminal side, and the server 200 is also called the cloud side.

[0062] In the fault feedback method provided by the embodiment of the present application, the electronic device 100 can provide a fault feedback channel for the user. The user can report faults to the server 200 through the above channel at any time and place.

[0063] During the process of reporting a fault, the electronic device 100 can determine the fault type according to the user input operation, and obtain the target log data according to the fault type. The electronic device 100 can also obtain the fault description information according to the user input operation. The electronic device 100 can send the target log data and / or the fault description information to the server 200. The server 200 can determine the fault cause based on the received target log data and / or the fault description information, and further determine the solution. Then, the server 200 can send the solution to the electronic device 100. Subsequently, the electronic device 100 can solve the fault according to the solution.

[0064] Among them, for faults caused by software configuration errors or mismatches (also known as configuration faults), the server 200 can determine the correct configuration information and generate a configuration update package based on the above correct configuration information. The electronic device 100 can use the above configuration update package to modify the software configuration, thereby solving the configuration fault. For application faults caused by too low an application version, the server 200 can issue an application upgrade guidance instruction. The electronic device 100 can obtain the application program data packet of the latest version according to the above instruction, update the application, and thus solve the fault. For application faults caused by application intrusion, the server 200 can issue an application uninstallation guidance instruction. The electronic device 100 can determine the target application to be uninstalled according to the above instruction, and then perform the uninstallation to solve the fault. For system faults caused by too low a system version, the server 200 can issue a system upgrade guidance instruction. The electronic device 100 can obtain the system data packet of the latest version according to the above instruction, update the operating system, and thus solve the fault. For other software faults other than setting faults, application faults, and system faults, the server 200 can issue FAQ guidance. The user can modify the settings of the electronic device 100 according to the FAQ guidance, or adjust their own usage method, and thus solve the fault.

[0065] In addition, for hardware faults, the server 200 can send hardware problem indication information to the electronic device 100. The electronic device 100 can guide the user to perform hardware repair and replacement according to the above hardware problem indication information.

[0066] Through the above method, users on the terminal side can report unknown faults conveniently and quickly, and attach relevant data to help the detection personnel quickly determine the cause of the fault, and then quickly determine the solution. At the same time, after determining the solution, the cloud side can timely send the solution to the terminal side to help the terminal side users quickly solve the fault and resume normal use.

[0067] Figure 1 It is a flowchart of a fault feedback method provided by an embodiment of the present application.

[0068] As Figure 1 shown, first, S101, the electronic device 100 starts detection and obtains a fault.

[0069] The electronic device 100 can provide a detection interface. The detection interface includes detection controls and independent feedback controls.

[0070] In some embodiments, the electronic device 100 can detect a user operation acting on the detection control. In response to the above operation, the electronic device 100 can perform a comprehensive detection to determine whether a fault occurs. When a fault is detected, the electronic device 100 can simultaneously determine the fault type. In other embodiments, the electronic device 100 can detect a user operation acting on the independent feedback control. The user can independently feedback the fault through the feedback channel provided by the independent feedback control.

[0071] Faults detected by the method corresponding to the detection control are usually known faults. Faults detected by the autonomous feedback control are usually unknown faults.

[0072] Specifically, Figures 2A - 2E FIG. 7 is a schematic diagram of a user interface for starting detection and obtaining faults of an electronic device 100 provided by an embodiment of the present application. First, Figure 2A FIG. 8 is a schematic diagram of a main interface of the electronic device 100 provided by an embodiment of the present application.

[0073] As Figure 2A shown, the main interface may include a status bar 211, a page indicator 212, a tray 213 of common application icons, and a plurality of other application icons 214. Among them: the status bar may include one or more signal strength indicators of mobile communication signals (also known as cellular signals) (for example, signal strength indicator 211A, signal strength indicator 211B), a wireless fidelity (Wi-Fi) signal strength indicator 211C, a battery status indicator 211D, and a time indicator 211E. The page indicator 212 can be used to indicate the positional relationship between the currently displayed page and other pages. The tray 213 of common application icons may include a plurality of tray icons (for example, a camera application icon, a phone application icon, a browser application icon). The tray icons in the tray 213 remain displayed during page switching.

[0074] The other application icons 214 may include a plurality of application icons. For example, a settings application icon 214A, an application market application icon 214B, a gallery application icon 214C, a weather application icon 214D, etc. The other application icons also include third-party application icons, such as a WeChat application icon, etc. In the embodiment of the present application, the other application icons 214 also include a My Phone application icon 214E (abbreviated as icon 214E). The other application icons 214 may be distributed on multiple pages, and the page indicator may also be used to indicate which page of application programs the user is currently browsing. The user can slide the area of the other application icons left and right to browse the application icons on other pages.

[0075] It can be understood that Figure 2A only one user interface of the electronic device 100 is exemplarily shown, and it should not constitute a limitation on the embodiments of the present application.

[0076] As Figure 2A shown, the electronic device 100 can detect a user operation acting on the icon 214E. In response to the above operation, the electronic device 100 can start the My Phone application. Referring to Figure 2B , after starting the My Phone application, the electronic device 100 can displayFigure 2B The user interface shown

[0077] As Figure 2B shown, the electronic device 100 can display multiple controls, such as a control 221 for providing device detection services, a control 222 for providing fault repair services, a control 223 for providing appointment store services, etc. The electronic device 100 can detect a user operation acting on the control 221. In response to the above operation, the electronic device 100 can display Figure 2C The user interface shown

[0078] As Figure 2C shown, the electronic device 100 can first display a pop-up window 231. Permission information can be displayed in the pop-up window 231 to prompt the user which permissions of the electronic device 100 the device detection service needs to obtain when using the device detection function, such as camera permission, microphone permission, storage permission, contact list permission, application list permission, and so on.

[0079] The pop-up window 231 can include a control 232 and a control 233. When detecting a user operation acting on the control 233, the electronic device 100 can determine that the user agrees that the device detection service obtains the above permissions. Then, the electronic device 100 displays Figure 2D The user interface shown. Conversely, when detecting a user operation acting on the control 232, the electronic device 100 can determine that the user refuses the device detection service to obtain the above permissions. Then, the electronic device 100 can return to Figure 2B The user interface shown

[0080] Figure 2D The user interface shown can be called a detection interface. As Figure 2D shown, the detection interface can display multiple modules to be detected, such as system performance, communication and network, charging and battery, WLAN, Bluetooth, gravity sensor, distance sensor, light sensor, vibrator, and so on. The detection interface displays a control 241. The electronic device 100 can detect a user operation acting on the control 241. After detecting the above operation, the electronic device 100 can detect the functions or services corresponding to the above modules to be detected to confirm whether there are any faults in each module.

[0081] Referring to Figure 2E , after completing the detection of a module, the electronic device 100 can display an icon 251 in the area corresponding to the module to indicate that the detection of the module has been completed and no fault has been found. When the detection of all modules has been completed and no fault has been found, the electronic device 100 can display an icon 252 to indicate that no fault has been found. When a fault is found, the electronic device 100 can display the fault content under the corresponding module.

[0082] The above control 241 can be referred to as a detection control. A fault detected by the control 241 is a known fault.

[0083] As Figure 2E shown, the detection interface may further include a control 242. The electronic device 100 can detect a user operation acting on the control 242. In response to the above operation, the electronic device 100 can display a window 253. As Figure 2F shown, the window 253 may include multiple controls, such as a diagnostic analysis control, a remote service control, a problem feedback control, etc. When no fault is detected by the control 241, the user can give a fault feedback through the problem feedback control.

[0084] After detecting a user operation acting on the problem feedback control, the electronic device 100 can display Figure 2G the user interface shown. The electronic device 100 can determine the type of the fault independently feedback by the user through one or more user operations acting on this interface, so as to determine a matching solution for subsequent use.

[0085] The above problem feedback control is also called an independent feedback control. A fault detected by the electronic device 100 through the problem feedback control is an unknown fault.

[0086] S102. The electronic device 100 obtains a solution to solve the fault.

[0087] When executing S101, the electronic device 100 can detect a known fault. For a known fault, the electronic device 100 can directly obtain a solution for solving the known fault.

[0088] A mapping table may be set in the electronic device 100. Various specific known faults and their corresponding solutions are recorded in the mapping table. After determining any known fault, the electronic device 100 can determine the corresponding solution by querying the above mapping table.

[0089] In some embodiments, each solution in the mapping table is stored in the local memory of the electronic device 100. At this time, after determining the corresponding solution, the electronic device 100 can read and execute the above solution from the local memory, and then solve the fault. In other embodiments, the specific solution can also be stored in a specific server. After determining the corresponding solution, the electronic device 100 can obtain the above solution from the specific server, and then execute it to solve the fault. In one implementation, the above specific server is the server 200.

[0090] S103. The electronic device 100 determines the type of the unknown fault.

[0091] When performing S101, the electronic device 100 can also detect an unknown fault through a user operation on the problem feedback control. At this time, the electronic device 100 can further determine the type of the unknown fault.

[0092] In the embodiments of the present application, the electronic device 100 can classify faults into the following types: reliability faults, performance faults, power consumption faults, communication faults, application faults, short - distance faults, and device faults. Referring to Table 1, the scope of problems corresponding to various faults is specifically as follows:

[0093] Table 1

[0094] Fault type Description Reliability fault Includes problems related to system crashes, reboots, upgrades, etc. Performance fault Includes problems related to applications, game lag, slow startup, etc. Power consumption fault Includes problems related to battery life, overheating, charging, etc. Communication fault Includes problems related to call failures, inability to access the Internet, weak signal, text message sending and receiving, etc. Application fault Includes problems that occur during the use of applications Short - range fault Includes problems related to WIFI, Bluetooth, GPS, and NFC, etc. Device fault Includes problems related to devices such as cameras, earpieces, speakers, screens, etc.

[0095] The electronic device 100 can determine the type of the unknown fault according to the user's input operation.

[0096] Referring to Figures 2F - 2G , after detecting a user operation on the autonomous feedback control (i.e., the problem feedback control), the electronic device 100 can display Figure 2G the user interface shown, also called the feedback interface.

[0097] As Figure 2G shown, multiple labels can be displayed in the feedback interface. One label corresponds to one type of fault. For example, the reliability - type label displayed in the feedback interface corresponds to the reliability fault shown in Table 1, the performance - type label displayed in the feedback interface corresponds to the performance fault shown in Table 1, and so on, which will not be listed one by one here. The user can determine the target label that matches the fault scenario from the above - mentioned multiple labels. For example, when the user encounters problems such as game lag and slow startup while playing a game, the user can select the performance - type label to indicate that the fault encountered by the user is a performance fault. When the user encounters problems such as the game application cannot be started or crashes, the user can select the application - type label to indicate that the fault encountered by the user is an application fault. Corresponding prompt information can be displayed in each label, such as "problems such as system freeze, restart, and upgrade", "problems such as application and game lag, slow startup" to help the user determine the type of the fault.

[0098] The above - mentioned reliability - type, performance - type, power - consumption - type, etc. labels are also called first - level labels. The electronic device 100 can set second - level labels for each first - level label to classify the faults more precisely.

[0099] Referring to Figures 2G - 2H, taking the communication category as an example, the electronic device 100 can set secondary labels such as signal problems, failed calls / dropped calls for both the caller and the callee, voice quality problems, inability to access the Internet / slow Internet access, etc. Users can more precisely describe the unknown faults they encounter through the above secondary labels. Exemplarily, the electronic device 100 can detect a user operation related to a signal problem. At this time, the electronic device 100 can determine that the type of the unknown fault is specifically a signal fault in communication faults.

[0100] S104. The electronic device 100 enables log backup and obtains target log data.

[0101] The fault type of the unknown fault determined according to the primary label and / or secondary label is also called the rough type. The electronic device 100 needs to determine whether it actually has the above problems. After determining that the above problems actually exist, the electronic device 100 then determines a matching solution to solve the above problems.

[0102] Specifically, the electronic device 100 can determine whether it actually has the faults reported by the user through the log data.

[0103] In the embodiment of the present application, the electronic device 100 does not need to obtain all the logs of each software and hardware module. The electronic device 100 can determine the target logs associated with it according to the previously selected rough type. Exemplarily, when the rough type is the game lag problem in performance faults, the target logs include application processor (AP) logs, memory logs, gateway logs, image processor (GPU) logs, display screen logs, etc.; when the rough type is the fast power-off problem in power consumption faults, the target logs include power management logs, etc.; when the rough type is the speaker problem in device faults, the target logs include processor (AP) logs, speaker logs, etc. There is no need to list them one by one here.

[0104] Then, the electronic device 100 can enable log backup for the target logs and store the newly generated log data in the target logs hereafter to obtain the target log data.

[0105] In this way, when the electronic device 100 encounters the faults reported by the user again (i.e., the fault recurs), the electronic device 100 can immediately obtain the log data of the relevant software and hardware modules under the fault (i.e., the target log data), and then determine the cause of the fault according to the above log data and formulate a solution.

[0106] In some embodiments, the electronic device 100 may also set the duration of log backup (the first preset duration). Before the end of the duration of log backup, after a fault recurrence occurs, the electronic device 100 may turn off the log backup. After the end of the duration of log backup, the electronic device 100 may turn off the log backup to avoid long-term log backup, save resources, and protect privacy at the same time. In a specific implementation, after turning off the log backup triggered by the end of the duration of log backup, the electronic device 100 may terminate this fault feedback. In another specific implementation, the electronic device 100 may also not terminate the fault feedback and continue to execute the subsequent operation S105.

[0107] Obtaining log data involves privacy issues. Therefore, before enabling log backup, the electronic device 100 may confirm with the user the permission to obtain log data.

[0108] Reference Figure 2I , after determining the rough type (such as communication fault - signal problem), the electronic device 100 may display the window 261. A prompt message such as "Enabling log capture and uploading problem logs will assist us in better analyzing the problem." may be displayed in the window 261 to prompt the user to grant the permission to obtain relevant log data. The window 261 may include the control 262 and the control 263. The user's selection of the control 262 means refusing to grant the permission to obtain log data; on the contrary, the user's selection of the control 263 means agreeing to grant the permission to obtain log data. If a user operation acting on the control 262 is detected, the electronic device 100 may not execute S104 and directly jump to S105 to execute S105.

[0109] If a user operation acting on the control 263 is detected, the electronic device 100 may display Figure 2J the user interface shown. This interface may include the window 264. The target logs to be collected that may be specifically displayed in the window 264, such as modem logs, AP logs, system status, application status, etc. The window 264 may include the control 265 and the control 266. The user's selection of the control 265 means refusing to grant the permission to obtain log data; on the contrary, the user's selection of the control 266 means agreeing again to grant the permission to obtain log data. It can be understood that the window 261 and the window 264 may be combined into one window. The prompt message and the target logs to be collected may be displayed simultaneously in the combined window. In this way, the user can save one confirmation operation.

[0110] After detecting a user operation acting on the control 266, the electronic device 100 may enable the log backup function of the target logs associated with the selected rough type and obtain the target log data. At the same time, the electronic device 100 may display Figure 2KThe user interface shown. The interface may include a prompt message 271. The user can confirm that log backup has been enabled through the prompt message 271. At the same time, the user can understand the user operation guidance after enabling log backup through the prompt message 271.

[0111] The interface may also include a window 272. Within the time range when log backup is enabled, the window 272 can be kept displayed in the pull-down notification interface. The window 272 may include a control 273 and a control 274. After enabling log backup, the user can operate the electronic device 100 to reproduce the fault, so that the electronic device 100 obtains target log data that can reflect the cause of the fault. After completing the fault reproduction, the user can perform the next feedback operation through the control 274.

[0112] S105. The electronic device 100 obtains fault description information.

[0113] In response to the user operation on the control 274, the electronic device 100 can display Figure 3A The user interface shown. This interface is also called an information collection interface. Multiple items can be displayed in the information collection interface, such as items 411 to 416. After closing the log backup triggered by the end of the duration of the log backup, the electronic device 100 can also display Figure 3A The user interface shown.

[0114] Item 411 (problem classification) can be used to indicate the type of fault. The type displayed in item 411 is the rough type previously selected by the user. Item 412 (problem details) can be used to obtain description information, such as the scenario where the fault occurred, the situation at the time of occurrence, etc. Item 413 can be used to obtain data such as pictures, audio, and video that describe the relevant situation when the fault occurred. Item 414 can be used to obtain the application program involved in the fault. Item 415 can be used to obtain the specific event when the fault occurred and the frequency of the fault occurrence. The set of data corresponding to the above items is the fault description information. The above fault description information can be used to further accurately determine the cause of the fault. Refer to Figure 3B , the information collection interface further includes item 416. The target log data obtained in S104 can be attached to item 416.

[0115] The information collection interface further includes a control 417. The user can report the fault to the server 200 through the control 417 and submit the fault description information and the target log data at the same time.

[0116] S106. The server 200 determines the type of fault (quasi-type) based on the target log data and the fault description information.

[0117] S107. The server 200 determines a solution according to the quasi-type and pushes the solution to the electronic device 100. Then, the electronic device 100 can solve the fault according to the solution obtained from the server 200.

[0118] Figure 4 It is a comparison diagram of the quasi-type and the solution provided by the embodiments of the present application.

[0119] Such as Figure 4 shown, according to the cause of the fault, unknown faults can be divided into software faults and hardware faults. Among them, software faults include configuration faults, application faults, and system faults. A configuration fault refers to a fault that cannot achieve the user's expected function caused by incorrect or mismatched configuration information of the software; application faults include faults that cannot achieve the user's expected function due to too low an application version and faults that cannot achieve the user's expected function due to application intrusion; a system fault refers to a fault that cannot achieve the user's expected function due to too low a system version. The fault types determined according to the fault cause can be called quasi-types.

[0120] The server 200 can determine the cause of the fault according to the target log data and the fault description information, that is, determine the corresponding fault type (quasi-type). Then, the server 200 can determine the corresponding solution according to the quasi-type.

[0121] When the unknown fault is a configuration fault, the server 200 can determine the configuration information that matches the user's expected function and generate a corresponding configuration update package. The electronic device 100 can modify the configuration information according to the above configuration update package, thereby solving the fault.

[0122] When the unknown fault is an application fault caused by too low an application version, the server 200 can send an application upgrade guidance instruction to the electronic device 100. In response to the above instruction, the electronic device 100 can obtain the latest version of the application program data packet, and then update the application to solve the fault. When the unknown fault is determined to be an application fault caused by application intrusion, the server 200 can send an application uninstallation guidance instruction to the electronic device 100. In response to the above instruction, the electronic device 100 can determine the target application to be uninstalled according to the application identifier in the application uninstallation guidance instruction, and then perform the uninstallation to solve the fault.

[0123] When the unknown fault is a system fault, the server 200 can send a system upgrade guidance instruction to the electronic device 100. In response to the above instruction, the electronic device 100 can obtain the latest version of the system data packet, and then update the operating system to solve the fault.

[0124] For software faults other than configuration faults, application faults, and system faults, the server 200 can send frequently asked questions (FAQ) guidance to the electronic device 100. The user can modify the settings of the electronic device 100 according to the FAQ guidance or adjust their usage method to solve the fault.

[0125] When the unknown fault is a hardware fault, the server 200 can send hardware problem indication information to the electronic device 100. The electronic device 100 can guide the user to perform hardware repair or replacement according to the above hardware problem indication information. For example, the electronic device 100 can first display the repair process to help the user understand how to apply for repair. Then, the electronic device 100 can also display the repair network information and provide the user with the query and reservation functions of the repair network. Furthermore, the user can reserve hardware repair or replacement, update the hardware, and thus solve the fault.

[0126] Figures 5A - 5B It is a set of user interfaces for solving faults according to solutions provided by embodiments of the present application.

[0127] When the unknown fault is a hardware fault, the server 200 can send hardware problem indication information to the electronic device 100. In response to the above indication information, the electronic device 100 can display Figure 5A The user interface shown. Solutions can be displayed in this interface, such as "1. Restart the device and try again to confirm whether the problem is solved. 2. Try to restore the factory settings or upgrade the system software...." The user can first control the electronic device 100 to restart, or restore the factory settings, or upgrade the system according to the above indication to solve the fault.

[0128] In addition, the interface may also include a control 511. The user can also directly use the control 511 to directly apply for after-sales repair to solve the hardware fault. After detecting the user operation on the control 511, the electronic device 100 can display Figure 5B The user interface shown. As Figure 5B Shown, this interface can display controls 512 - 514, corresponding to various different offline repair services such as reservation for in-store repair, repair by mail, and same-city express repair (also known as reservation for home service). Exemplarily, the electronic device 100 can detect the user operation on the control 512. In response to the above operation, the electronic device 100 can display the relevant interface for reservation for in-store repair, submit an application, and thus solve the fault.

[0129] Figures 5C - 5D It is another set of user interfaces for solving faults according to solutions provided by embodiments of the present application.

[0130] When the unknown fault is a configuration fault, the server 200 can determine the configuration information that matches the user's expected function and generate a corresponding configuration update package. The above configuration update package is the solution. After receiving the above configuration update package, the electronic device 100 can display Figure 5C the user interface shown. Instruction information, such as "The automatic management function is enabled and the intelligent data saving mode is enabled", can be displayed in this interface to indicate the cause of the fault.

[0131] Meanwhile, the interface also includes a control 515. After detecting a user operation on the control 515, the electronic device 100 can execute the instructions in the configuration update package to update the configuration information, thereby resolving the fault.

[0132] Figures 5E - 5F is another set of user interfaces provided by the embodiments of the present application for resolving faults according to the solution.

[0133] When the unknown fault is an application fault caused by an overly low application version, the server 200 can send an application upgrade guidance instruction to the electronic device 100. In response to the above instruction, the electronic device 100 can display Figure 5E the user interface shown. As Figure 5E shown, exemplarily, the electronic device 100 can display instruction information, such as "The current version of application X has compatibility issues. It is recommended to upgrade the application before use", to prompt the user that application X is not compatible, thereby causing application X to crash.

[0134] The interface can include a control 516. At this time, the user can update application X through the above control to resolve the fault. After detecting a user operation on the control 516, the electronic device 100 can display Figure 5F the interface shown. Figure 5F The interface shown can be the user interface provided by the application store application for obtaining a specific application. As Figure 5F shown, the interface can display the relevant information of the latest version of application X, as well as a control 517. After detecting a user operation on the control 517, the electronic device 100 can obtain the installation package of the latest version of application X, thereby updating application X and resolving the fault.

[0135] Before the server 200 determines the solution, the electronic device 100 can display Figure 6 the user interface shown.

[0136] This interface is also called the status interface. The electronic device 100 can display the processing status of the fault independently reported by the user to the user through the above interface. Combining Figures 3A - 3B , after submitting an unknown fault, the electronic device 100 can display Figure 6The status interface shown. The status interface can display the feedback records of the unknown faults submitted previously, such as record 611.

[0137] Any one of the feedback records can indicate the processing status of the unknown fault corresponding to this record. The processing status includes in processing and closed. The status of the feedback record terminated by the user actively or for which a solution has been issued can be set to closed. The status of the feedback record waiting for the server 200 to issue a solution can be set to in processing. As Figure 6 shown, the processing status of record 611 corresponding to the just-submitted unknown fault is in processing. After the solution is issued, the status of record 611 can be switched to closed. At this time, the user can obtain the solution through the user operation on record 611, and then solve the fault.

[0138] The user can Figure 6 through the status interface shown at any time understand the processing progress of each submitted unknown fault, and then obtain the solution immediately to solve the fault.

[0139] In the above method, Figure 2G 、 Figure 2H The user interface shown can be called the first interface. Figure 2G 、 Figure 2H Any one of the first-level tags (such as reliability class, performance class, power consumption class, etc.) and second-level tags (such as signal problems, call setup / failure / drop, voice quality problems, unable to access the Internet / slow Internet access, etc.) shown can be called the first tag. The unknown fault corresponding to this tag is the first fault. Figure 2K The window 272 shown can be called the first notification, and the control 274 can be called the first control. Figure 2J The window 264 in can be called the first window, and the control 266 can be called the second control.

[0140] Figures 3A - 3B The user interface shown can be called the second interface. Figure 5C The user interface shown can be called the third interface, where the control 515 can be called the third control. Figure 5E The user interface shown can be called the fourth interface, where the control 516 can be called the fourth control. Figure 5F The user interface shown can be called the fifth interface, where the control 517 can be called the fifth control. Figure 5A The user interface shown can be called the sixth interface.

[0141] Figure 7 is a schematic diagram of a system structure provided by an embodiment of the present application.

[0142] As Figure 7As shown, in some embodiments, the cloud - side server 200 may include multiple servers. These multiple servers cooperate to complete the functions of the server 200. Exemplarily, the server side may include a configuration server 201 (the first server) and a log server 202 (the second server). Among them, the configuration server 201 can be used to record faults, manage fault types, synchronize log analysis results, and determine solutions. The log server 202 can be used to store and analyze target log data.

[0143] The configuration server 201 and the log server 202 are communicatively connected. The configuration server 201 and the log server 202 are respectively communicatively connected to the electronic device 100. The above - mentioned communication connection can be a wired connection or a wireless connection. The embodiments of the present application do not limit this.

[0144] In Figure 1 the method shown, the electronic device 100 can report a fault to the server 200 and submit the target log data and / or fault description information obtained by the electronic device 100. Specifically, the configuration server 201 can register the fault reported by the electronic device 100, including registering relevant information such as the reporting time and the device identifier of the electronic device 100. At the same time, the configuration server 201 can also receive and store the fault description information of the above - mentioned fault. On the other hand, the log server 202 can receive and store the target log data. The log server 202 can analyze the target log data to obtain an analysis result. Then, the log server 202 can synchronize the analysis result to the configuration server 201. Based on the above - mentioned analysis result and the corresponding fault description information, the configuration server 201 can determine the cause of the fault, determine the fault type (quasi - type), and then determine a matching solution based on the quasi - type.

[0145] Finally, the configuration server 201 can send the solution to the electronic device 100, trigger the electronic device 100 to execute the above - mentioned solution, and solve the fault.

[0146] A group of configuration servers 201 and log servers 202 (i.e., the server 200) correspond to multiple electronic devices, such as the electronic device 100 (the first electronic device), the electronic device 200 (the second electronic device), etc. The server 200 can record the faults reported by each electronic device and send the corresponding solutions. For example, after receiving the fault X1 reported by the electronic device 100 and determining the solution Y1 corresponding to the fault X1, the server 200 can only send the solution Y1 to the electronic device 100 to achieve one - to - one fault feedback and solution method, improving the fault feedback experience of end - side users, rather than broadcasting the solution Y1 to each electronic device so that the electronic device 100 receives the solution Y1.

[0147] Figure 8It is another schematic diagram of the system structure provided by the embodiments of the present application.

[0148] As Figure 8 shown, the end-side electronic device 100 may include modules such as a detection application, a log service, and a service management. It can be understood that, to reduce redundancy, Figure 8 the word "module" is omitted from the names of each module.

[0149] The detection application is an executable application program. The detection application may include modules such as interaction management, process control, privacy control, and solution management. The interaction management module may be used to detect user operations and receive input data. The process control module may be used to manage the autonomous feedback process. The process control module may determine the autonomous feedback process based on the user operations detected by the interaction management module and / or the received input data, and then determine the next operation. The interaction management module may update the user interface based on the next operation determined by the process control module, and then obtain new user operations and / or new input data. The solution management module may be used to receive and store the solutions issued by the configuration server 201. The interaction management module may update the user interface based on the solutions stored in the solution management module. At the same time, the solution management module may control the execution of the solution according to the operations of the user on the updated user interface to solve the fault. The privacy control module may be used to confirm the permissions required for each detection operation and record the permissions obtained by the detection application. Among them, when it is necessary to obtain authorization from the user, the interaction management module may obtain relevant permission information from the privacy control module. The privacy control module may determine whether the user authorizes the relevant permissions based on the user operations detected by the interaction management module.

[0150] The log service may include a log switch, a log collection, and a log upload module. The log switch module may be used to control the opening / closing of the log backup function. The log switch module may determine to open / close the log backup function according to the opening / closing instruction sent by the detection application. Referring to Figure 2J , after detecting a user operation on the control 266, the detection application may send an opening instruction to the log switch module, thereby controlling the log switch module to open the log backup function. Under the instruction of the log switch module to open the log backup function, the log collection module may collect the log data of relevant software and hardware modules and transfer and store the above log data. The function of collecting and transferring and storing log data provided by the log collection module is the log backup function. After the collection is completed, the log upload module may package and send the collected log data to the log server 202.

[0151] According to the fault types shown in Table 1: reliability fault, performance fault, power consumption fault, communication fault, application fault, short-distance fault, device fault, the service management module can set corresponding sub-service modules for various faults to manage the target logs of various faults, such as reliability service, performance service, power consumption service, communication service, application service, short-distance service, device service and other modules. Among them, taking the reliability fault as an example, the reliability service module is used to manage the target logs of reliability faults. The corresponding relationships of other services are similar and will not be elaborated here one by one.

[0152] The service management module can determine the fault type according to the user operations fed back by the interaction management module, such as reliability fault, performance fault or power consumption fault, etc. Before starting the log backup, the log collection module can obtain the specific fault type from the service management module, and then determine the target logs related to the above fault types, start the log backup for the target logs, and obtain the target log data.

[0153] Exemplarily, taking the reliability fault as an example, in the scenario where the unknown fault is determined to be a reliability fault by executing S103, after detecting the start of log backup, the log collection module can obtain the target logs matching the reliability fault from the reliability service module, and then perform log backup on the obtained target logs. It can be understood that for the corresponding secondary labels, secondary sub-service modules corresponding to each secondary label can also be set under each sub-service module to manage the target logs corresponding to each secondary label, which will not be elaborated here.

[0154] The log server 202 can include a log storage module and a log analysis module. The log storage module is used to receive the target log data reported by the log upload module of the electronic device 100. The log analysis module can perform data analysis on the target log data obtained by the log storage module to obtain an analysis result, that is, the cause of the fault. After synchronizing the analysis result to the configuration server 201, combined with the fault description information, the configuration server 201 can verify the initially determined cause of the fault and obtain the verified rough type. Then, the configuration server 201 can determine the solution matching it according to the verified rough type.

[0155] The configuration server 201 may include a fault type configuration module, a fault collection configuration module, a feedback record module, and a solution push module. The fault type configuration module can be used to update the fault types. The electronic device 100 can update the service management module according to the fault types recorded in the fault type configuration module. The fault collection configuration module can be used to update the target logs corresponding to each fault type. The feedback record module can be used to register the faults reported by the terminal side, including registering relevant information such as the reporting time and the device identifier of the electronic device 100. At the same time, the configuration server 201 can also receive and store the fault description information of the above-mentioned faults. After the log analysis module determines the preliminary fault cause, the feedback record module can also record the corresponding fault cause. The solution push module can be used to determine and send down the solutions. The solution push module can determine the matching solutions according to the fault causes and fault description information recorded in the feedback record module, and then the solution push module can send down the above solutions to the electronic device 100.

[0156] Figure 9 Fig. shows a schematic structural diagram of the electronic device 100.

[0157] The electronic device 100 may include a processor 110, an external memory interface 120, an internal memory 121, a universal serial bus (USB) interface 130, a charging management module 140, a power management module 141, a battery 142, an antenna 1, an antenna 2, a mobile communication module 150, a wireless communication module 160, an audio module 170, a speaker 170A, a receiver 170B, a microphone 170C, a headphone interface 170D, a sensor module 180, a key 190, a motor 191, an indicator 192, a camera 193, a display screen 194, and a subscriber identification module (SIM) card interface 195, etc. Among them, the sensor module 180 may include a pressure sensor 180A, a gyroscope sensor 180B, a barometric pressure sensor 180C, a magnetic sensor 180D, an acceleration sensor 180E, a distance sensor 180F, a proximity light sensor 180G, a fingerprint sensor 180H, a temperature sensor 180J, a touch sensor 180K, an ambient light sensor 180L, a bone conduction sensor 180M, etc.

[0158] It can be understood that the structure schematically shown in the embodiments of the present invention does not constitute a specific limitation on the electronic device 100. In other embodiments of the present application, the electronic device 100 may include more or fewer components than those shown in the figure, or combine certain components, or split certain components, or have different component arrangements. The components shown in the figure can be implemented in hardware, software, or a combination of software and hardware.

[0159] The processor 110 may include one or more processing units. For example, the processor 110 may include an application processor (AP), a modem processor, a graphics processing unit (GPU), an image signal processor (ISP), a controller, a video codec, a digital signal processor (DSP), a baseband processor, and / or a neural-network processing unit (NPU), etc. Among them, different processing units may be independent devices or integrated in one or more processors.

[0160] The controller may generate operation control signals according to the instruction operation code and timing signals to complete the control of fetching and executing instructions. A memory may also be provided in the processor 110 for storing instructions and data.

[0161] In some embodiments, the processor 110 may include one or more interfaces. The interfaces may include an inter-integrated circuit (I2C) interface, an inter-integrated circuit sound (I2S) interface, a pulse code modulation (PCM) interface, a universal asynchronous receiver / transmitter (UART) interface, a mobile industry processor interface (MIPI), a general-purpose input / output (GPIO) interface, a subscriber identity module (SIM) interface, and / or a universal serial bus (USB) interface, etc.

[0162] The USB interface 130 is an interface compliant with the USB standard specification, specifically it may be a Mini USB interface, a Micro USB interface, a USB Type C interface, etc. The USB interface 130 can be used to connect a charger to charge the electronic device 100, and can also be used for data transmission between the electronic device 100 and peripheral devices. It can also be used to connect headphones to play audio through the headphones. This interface can also be used to connect other electronic devices, such as AR devices, etc.

[0163] It can be understood that the interface connection relationships among the modules illustrated in the embodiments of the present invention are only illustrative and do not constitute a structural limitation on the electronic device 100. In other embodiments of the present application, the electronic device 100 may also adopt different interface connection methods or a combination of multiple interface connection methods in the above embodiments.

[0164] The charging management module 140 is configured to receive a charging input from a charger. While charging the battery 142, the charging management module 140 can also supply power to the electronic device through the power management module 141.

[0165] The power management module 141 is used to connect the battery 142, the charging management module 140, and the processor 110. The power management module 141 receives inputs from the battery 142 and / or the charging management module 140 and supplies power to the processor 110, the internal memory 121, the display screen 194, the camera 193, the wireless communication module 160, etc. The power management module 141 can also be used to monitor parameters such as the battery capacity, the number of battery charge cycles, and the battery health status (leakage, impedance).

[0166] In the embodiments of the present application, the power management module 141 can monitor the power consumption of each software and hardware module on the electronic device 100 and generate a power management log. After power-on, Figure 9 Each of the software and hardware modules shown (such as various processors, internal memories, mobile communication modules, wireless communication modules, and various sensors, etc.) can generate log data in real time to record the working states of the above-mentioned software and hardware modules, which will not be listed one by one here. The electronic device 100 can read the corresponding log data from each of the above software and hardware modules to obtain the target log data.

[0167] The wireless communication function of the electronic device 100 can be implemented through the antenna 1, the antenna 2, the mobile communication module 150, the wireless communication module 160, the modulation and demodulation processor, and the baseband processor, etc.

[0168] Antenna 1 and Antenna 2 are used for transmitting and receiving electromagnetic wave signals. The mobile communication module 150 can provide solutions for wireless communications including 2G / 3G / 4G / 5G, etc., applied to the electronic device 100. The wireless communication module 160 can provide solutions for wireless communications including wireless local area networks (WLAN) (such as wireless fidelity (Wi-Fi) networks), Bluetooth (BT), global navigation satellite system (GNSS), frequency modulation (FM), near field communication (NFC), infrared (IR), etc., applied to the electronic device 100.

[0169] In some embodiments, antenna 1 of electronic device 100 is coupled to mobile communication module 150, and antenna 2 is coupled to wireless communication module 160, such that electronic device 100 can communicate with a network and other devices through wireless communication technologies. The wireless communication technologies may include global system for mobile communications (GSM), general packet radio service (GPRS), code division multiple access (CDMA), wideband code division multiple access (WCDMA), time-division code division multiple access (TD-SCDMA), long term evolution (LTE), BT, GNSS, WLAN, NFC, FM, and / or IR technologies, etc. The GNSS may include global positioning system (GPS), global navigation satellite system (GLONASS), beidou navigation satellite system (BDS), quasi-zenith satellite system (QZSS), and / or satellite based augmentation systems (SBAS).

[0170] Electronic device 100 implements a display function through a GPU, display screen 194, and an application processor, etc. The GPU is a microprocessor for image processing, and is connected to display screen 194 and the application processor. The GPU is used to perform mathematical and geometric calculations for graphics rendering. Processor 110 may include one or more GPUs, which execute program instructions to generate or change display information. Display screen 194 is used to display images, videos, etc. Display screen 194 includes a display panel.

[0171] In the embodiments of the present application, electronic device 100 can provide a display function through a GPU, display screen 194, and an application processor, etc., to display various user interaction interfaces, such as Figures 2A - 2K 、 Figures 3A - 3B 、 Figures 5A - 5F the user interfaces shown.

[0172] The electronic device 100 can implement the shooting function through the ISP, camera 193, video codec, GPU, display screen 194, application processor, etc. Among them, the camera 193 is used to convert optical signals into electrical signals, that is, to collect images, and the ISP is used to process the data fed back by the camera 193.

[0173] The internal memory 121 may include one or more random access memories (RAM) and one or more non-volatile memories (NVM).

[0174] The random access memory can be directly read and written by the processor 110, can be used to store the operating system or executable programs (such as machine instructions) of other running programs, and can also be used to store user and application data, etc. The non-volatile memory can also store executable programs and store user and application data, etc., and can be pre-loaded into the random access memory for the processor 110 to directly read and write.

[0175] The external memory interface 120 can be used to connect to an external non-volatile memory to implement the storage capacity expansion of the electronic device 100. The external non-volatile memory communicates with the processor 110 through the external memory interface 120 to implement the data storage function.

[0176] In the embodiments of the present application, the program codes corresponding to modules such as the detection application, log service, and service management can be stored in the NVM. When running the application, the above program codes can be loaded into the RAM to implement the fault feedback function provided by the embodiments of the present application.

[0177] The electronic device 100 can implement the audio function through the audio module 170, speaker 170A, receiver 170B, microphone 170C, headphone jack 170D, and application processor, etc.

[0178] The pressure sensor 180A is used to sense pressure signals and can convert the pressure signals into electrical signals. The gyroscope sensor 180B can be used to determine the angular velocity of the electronic device 100 around three axes (i.e., the x, y, and z axes). The acceleration sensor 180E can detect the magnitude of the acceleration of the electronic device 100 in various directions (generally three axes). The barometric pressure sensor 180C is used to measure barometric pressure. The magnetic sensor 180D includes a Hall sensor and can be used to detect the opening and closing of the flip leather case by the magnetic sensor 180D. The distance sensor 180F is used to measure distance. The proximity light sensor 180G can include, for example, a light-emitting diode (LED) and a light detector and can be used to detect the scenario where the user holds the electronic device 100 close to the user. The ambient light sensor 180L is used to sense the ambient light brightness. The fingerprint sensor 180H is used to collect fingerprints. The temperature sensor 180J is used to detect temperature. The bone conduction sensor 180M can obtain vibration signals.

[0179] The touch sensor 180K, also known as a "touch control device". The touch sensor 180K can be disposed on the display screen 194, and the touch sensor 180K and the display screen 194 form a touch screen, also known as a "touch control screen". The touch sensor 180K is used to detect touch operations acting on or near the display screen 194 and further determine the specific position, duration, trajectory, etc. of the above touch operations. The touch sensor can transmit the detected touch operations to the application processor to determine the type of touch event, such as a click operation, a long-press operation, a specific touch gesture, and so on.

[0180] In the embodiments of the present application, the electronic device can utilize the touch detection function provided by the touch sensor 180K to detect various touch operations acting on the display screen 194, such as Figures 2A - 2K , Figures 3A - 3B , Figures 5A - 5F the click operation, the slide operation, etc. shown.

[0181] The button 190 includes a power-on button, a volume button, etc. The motor 191 can generate a vibration prompt. The indicator 192 can be an indicator light. The SIM card interface 195 is used to connect the SIM card.

[0182] The term "user interface (UI)" in the specification, claims, and drawings of this application is a media interface for interaction and information exchange between an application or an operating system and a user, which realizes the conversion between the internal form of information and the form acceptable to the user. The user interface of an application is source code written in specific computer languages such as Java and Extensible Markup Language (XML). The interface source code is parsed and rendered on a terminal device and finally presented as content recognizable by the user, such as controls like pictures, texts, and buttons. A control, also known as a widget, is a basic element of the user interface. Typical controls include a toolbar, a menu bar, a text box, a button, a scrollbar, pictures, and texts. The attributes and content of the controls in the interface are defined through tags or nodes. For example, XML passes through <textview> 、 <imgview> 、

[0183] <videoview>Nodes such as these are used to define the controls included in the interface. One node corresponds to one control or property in the interface, and after being parsed and rendered, the node presents as visible content to the user. In addition, in the interfaces of many applications, such as hybrid applications, there are usually also web pages included. A web page, also known as a page, can be understood as a special control embedded in the application interface. A web page is source code written in a specific computer language, such as hyper text markup language (HTML), cascading stylesheets (CSS), JavaScript (JS), etc. The web page source code can be loaded and displayed as recognizable content to the user by a browser or a web page display component similar to the browser's function. The specific content included in the web page is also defined by tags or nodes in the web page source code. For example, HTML uses 、 、 <video> 、 <canvas>Define the elements and attributes of a web page.

[0184] A commonly used form of the user interface is the graphical user interface (GUI), which refers to the user interface related to computer operations displayed in a graphical manner. It can be an interface element such as an icon, window, control, etc. displayed on the display screen of an electronic device, where the control can include visible interface elements such as icons, buttons, menus, tabs, text boxes, dialog boxes, status bars, navigation bars, Widgets, etc.

[0185] As used in the specification and the appended claims of this application, the singular forms "a", "an", "the", "above-mentioned", "said", and "this" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and / or" used in this application refers to and includes any and all possible combinations of one or more of the listed items. As used in the above embodiments, depending on the context, the term "when..." can be interpreted to mean "if...", or "after...", or "in response to determining...", or "in response to detecting...". Similarly, depending on the context, the phrase "when determining..." or "if detecting (the stated condition or event)" can be interpreted to mean "if determining...", or "in response to determining...", or "when detecting (the stated condition or event)", or "in response to detecting (the stated condition or event)".

[0186] In the above embodiments, it can be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented using software, it can be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the processes or functions described in the embodiments of this application are generated in whole or in part. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable devices. The computer instructions can be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another. For example, the computer instructions can be transmitted from one website, computer, server, or data center to another website, computer, server, or data center by wire (such as coaxial cable, fiber optic, digital subscriber line) or wirelessly (such as infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device such as a server or data center that includes one or more integrated available media. The available medium can be a magnetic medium (such as a floppy disk, hard disk, magnetic tape), an optical medium (such as a DVD), or a semiconductor medium (such as a solid-state drive), etc.

[0187] Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be completed by relevant hardware instructed by a computer program. This program can be stored in a computer-readable storage medium. When this program is executed, it can include the processes of the above method embodiments. The foregoing storage medium includes: various media that can store program codes such as ROM or random access memory RAM, magnetic disks, or optical discs.< / canvas> < / video> < / videoview> < / imgview> < / textview>

Claims

1. A fault feedback method, characterized in that, Applied to a system including a first electronic device and a server, the method includes: The first electronic device displays a first interface, which includes a plurality of tags, one tag corresponding to one type of fault. Among them, the plurality of tags includes a first tag, and the first tag corresponds to a first fault; At a first moment, the first electronic device detects a user operation on the first tag, and the first electronic device starts to back up the target log associated with the first fault after the first moment; During the backup process, the first electronic device keeps displaying a first notification, and the first notification is used to indicate that the first electronic device is backing up the target log; The first notification includes a first control. After the first fault recurs and a user operation on the first control is detected, the first electronic device stops backing up the target log to obtain the target log data; After stopping the backup, the first electronic device sends the target log data to the server; The server determines a first solution corresponding to the first fault according to the target log data; The server sends the first solution to the first electronic device; The first electronic device solves the first fault based on the first solution.

2. The method according to claim 1, characterized in that, The system further includes a second electronic device, and the method further includes: The server will not send the first solution to the second electronic device.

3. The method according to claim 1 or 2, characterized in that, After the first electronic device detects a user operation on the first tag, the method further includes: Displaying a first window, which includes the name of the target log and a second control; The first electronic device starts to back up the target log associated with the first fault. Specifically, in response to a user operation on the second control, the first electronic device starts to back up the target log associated with the first fault.

4. The method according to claim 1, wherein After stopping the backup, the method further includes: The first electronic device displays a second interface, and the second interface includes a plurality of questions regarding the first fault; The first electronic device obtains fault description information through the plurality of questions regarding the first fault; The first electronic device sends the fault description information to the server; The server determines a first solution corresponding to the first fault according to the target log data. Specifically, the server determines a first solution corresponding to the first fault according to the target log data and the fault description information.

5. The method according to claim 1, characterized in that, The first fault is a fault caused by an incorrect application configuration; the first solution includes a configuration update instruction; The first electronic device solves the first fault based on the first solution. Specifically, The first electronic device displays a third interface, and the third interface includes a third control; After detecting a user operation on the third control, the first electronic device executes the configuration update instruction to update the configuration information of the application.

6. The method according to claim 1, characterized in that, The first fault is a fault caused by an incompatible application version, and the first solution includes an application upgrade guidance instruction; The first electronic device solves the first fault based on the first solution, specifically including: The first electronic device displays a fourth interface, and the fourth interface includes a fourth control; Upon detecting a user operation on the fourth control, the first electronic device displays a fifth interface, and the fifth interface includes version information of the latest version of the application and a fifth control; Upon detecting a user operation on the fifth control, the first electronic device obtains the latest version of the application, installs the latest version and replaces the previous old version.

7. The method according to claim 1, wherein The first fault is a fault caused by application intrusion, and the first solution includes an application uninstallation guidance instruction; The first electronic device solves the first fault based on the first solution, specifically including: The first electronic device determines a target application according to the application identifier in the application uninstallation guidance instruction; The first electronic device uninstalls the target application.

8. The method according to claim 1, characterized in that The first fault is a fault caused by system version mismatch, and the first solution includes a system upgrade guidance instruction; The first electronic device solves the first fault based on the first solution, specifically including: The first electronic device obtains the latest version of the operating system upgrade package; The first electronic device installs the operating system upgrade package and replaces the old version of the operating system.

9. The method according to claim 1, characterized in that, The first fault is a hardware fault, and the first solution includes hardware fault indication information; The first electronic device solves the first fault based on the first solution, specifically including: The first electronic device displays a sixth interface, and the sixth interface provides one or more of the following services: appointment for in-store repair service, send-in repair service, appointment for home repair service.

10. The method according to claim 1, wherein The server includes a first server and a second server, The server determines a first solution corresponding to the first fault according to the target log data, specifically including: the second server determines a first solution corresponding to the first fault according to the target log data; The server sends the first solution to the first electronic device, specifically including: the first server receives the first solution sent by the second server and sends the first solution to the first electronic device.

11. A fault feedback method, characterized in that, Applied to a first electronic device, the method includes: Display a first interface, and the first interface includes multiple labels, one label corresponding to one type of fault, wherein the multiple labels include a first label, and the first label corresponds to the first fault; At a first moment, upon detecting a user operation on the first label, start backing up the target log associated with the first fault after the first moment; During the backup process, keep displaying a first notification, and the first notification is used to indicate that the target log is being backed up; The first notification includes a first control, and upon detecting a user operation on the first control after the first fault recurs, stop backing up the target log to obtain the target log data; After stopping the backup, send the target log data to the server; Receive the first solution sent by the server, and the first solution is obtained according to the target log data; Use the first solution to resolve the first fault.

12. The method according to claim 11, wherein, After detecting a user operation on the first tag, the method further includes: Display a first window, which includes the name of the target log and a second control; The start of backing up the target log associated with the first fault specifically includes: in response to a user operation on the second control, start backing up the target log associated with the first fault.

13. The method according to claim 11 or 12, characterized in that After stopping the backup, the method further includes: Display a second interface, which includes a plurality of questions regarding the first fault; Obtain fault description information through the plurality of questions regarding the first fault; Send the fault description information to the server; The first solution is also obtained based on the fault description information.

14. The method according to claim 11, wherein The first fault is a fault caused by an incorrect application configuration; the first solution includes a configuration update instruction; The use of the first solution to resolve the first fault specifically includes: Display a third interface, which includes a third control; Detect a user operation on the third control, execute the configuration update instruction, and update the configuration information of the application.

15. The method according to claim 11, wherein The first fault is a fault caused by an incompatible application version, and the first solution includes an application upgrade guidance instruction; The use of the first solution to resolve the first fault specifically includes: Display a fourth interface, which includes a fourth control; Detect a user operation on the fourth control, display a fifth interface, which includes version information of the latest version of the application and a fifth control; Detect a user operation on the fifth control, obtain the latest version of the application, install the latest version and replace the previous old version.

16. The method according to claim 11, wherein The first fault is a fault caused by an application intrusion, and the first solution includes an application uninstallation guidance instruction; The use of the first solution to resolve the first fault specifically includes: Determine the target application according to the application identifier in the application uninstallation guidance instruction; Uninstall the target application.

17. The method according to claim 11, wherein The first fault is a fault caused by an incompatible system version, and the first solution includes a system upgrade guidance instruction; The use of the first solution to resolve the first fault specifically includes: Obtain the latest version of the operating system upgrade package; Install the operating system upgrade package and replace the old version of the operating system.

18. The method according to claim 11, wherein The first fault is a hardware fault, and the first solution includes hardware fault indication information; The use of the first solution to resolve the first fault specifically includes: Display a sixth interface, which provides one or more of the following services: appointment for in-store repair service, mail-in repair service, appointment for home repair service.

19. An electronic device, characterized in that, Includes one or more processors and one or more memories; wherein, the one or more memories are coupled to the one or more processors, and the one or more memories are used to store a computer program. When the one or more processors execute the computer program, the one or more processors execute the method according to any one of claims 11-18.

20. A computer-readable storage medium storing a computer program, characterized in that, When the computer program runs on an electronic device, the electronic device is caused to execute the method according to any one of claims 11-18.

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