Fault processing method, device, apparatus and storage medium

Abstract

This application discloses a fault handling method, apparatus, device, and storage medium, relating to the field of IPTV. The fault handling method includes: receiving a fault handling work order sent by a customer service device, the work order including device identification information of the customer service device and the faulty device; establishing a long connection between the paired customer service device and the faulty device based on the device identification information; responding to an electronic program guide (EPB) access request sent by the customer service device, sending the EPB access request to the faulty device, so that the faulty device can acquire an EPB image based on the EPB access request and generate an EPB media stream based on the EPB image; responding to the EPB media stream sent by the faulty device, sending the EPB media stream to the customer service device; and responding to a fault operation instruction sent by the customer service device, sending the fault operation instruction to the faulty device, so that the faulty device can handle the fault based on the fault operation instruction.

Description

Technical Field

[0001] This application belongs to the field of network television and communication technology, and in particular relates to a fault handling method, apparatus, device and storage medium. Background Technology

[0002] Currently, set-top boxes may experience issues such as poor TV program picture quality or even inability to play due to factors such as home network layout, abnormal service servers, software and hardware failures, and abnormal user settings. Customer service assistance is often required to troubleshoot these problems.

[0003] In existing methods, customer service mainly provides remote assistance to users for set-top box troubleshooting through telephone voice remote service.

[0004] However, this method results in low service efficiency for fault repair because customer service has difficulty accurately verifying the faulty equipment. Summary of the Invention

[0005] This application provides a fault handling method, apparatus, device, and storage medium that can improve the service efficiency of fault repair.

[0006] One aspect of this application provides a fault handling method applied to a server, the method comprising:

[0007] Receive fault handling work orders sent by customer service equipment. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment.

[0008] Based on device identification information, a long-term connection will be established between the paired customer service device and the faulty device;

[0009] In response to an electronic program guide access request sent by a customer service device, the electronic program guide access request is sent to the faulty device so that the faulty device can acquire an electronic program guide image based on the electronic program guide access request and generate an electronic program guide media stream based on the electronic program guide image.

[0010] In response to the electronic program guide media stream sent by the faulty device, the electronic program guide media stream is sent to the customer service device so that the customer service device can generate fault operation instructions based on the electronic program guide media stream;

[0011] In response to a fault operation command sent by the customer service device, the fault operation command is sent to the faulty device so that the faulty device can handle the fault based on the fault operation command.

[0012] One aspect of this application provides a fault handling method applied to a faulty device, the method comprising:

[0013] In response to an electronic program guide access request sent by the server, the system acquires an electronic program guide image and generates an electronic program guide media stream based on the image.

[0014] Send an electronic program guide media stream to the server so that the server instructs the customer service equipment to generate fault operation instructions based on the electronic program guide media stream;

[0015] Retrieve fault operation instructions sent by the server;

[0016] Based on the fault operation instruction, execute the fault operation behavior corresponding to the fault operation instruction.

[0017] One aspect of this application provides a fault handling method applied to a customer service device, the method comprising:

[0018] In response to a user's fault repair request, a fault handling work order is generated, which includes the equipment identification information of the customer service equipment and the faulty equipment.

[0019] The fault handling work order is sent to the server so that the server can establish a long connection between the paired customer service equipment and the faulty equipment based on the equipment identification information in the fault handling work order;

[0020] Send an Electronic Program Guide (EPB) access request to the server so that the server instructs the faulty device to acquire an EPB image and generate an EPB media stream based on the EPB image;

[0021] Retrieve the electronic program guide media stream sent by the server;

[0022] Based on the electronic program guide media stream, a fault operation command is sent to the server so that the server instructs the faulty device to handle the fault according to the fault operation command.

[0023] In one aspect of this application, a fault handling apparatus is provided, applied to a server, the apparatus comprising:

[0024] The work order receiving module is used to receive fault handling work orders sent by customer service devices. The fault handling work order includes the device identification information of the customer service device and the faulty device.

[0025] The long connection establishment module is used to establish a long connection between paired customer service devices and faulty devices based on device identification information;

[0026] The first request sending module is used to respond to the electronic program guide access request sent by the customer service device, and send the electronic program guide access request to the faulty device so that the faulty device can acquire the electronic program guide image based on the electronic program guide access request and generate the electronic program guide media stream based on the electronic program guide image.

[0027] The first media stream sending module is used to respond to the electronic program guide media stream sent by the faulty device and send the electronic program guide media stream to the customer service device so that the customer service device can generate a fault operation instruction based on the electronic program guide media stream.

[0028] The first instruction sending module is used to respond to the fault operation instruction sent by the customer service device and send the fault operation instruction to the fault device so that the fault device can handle the fault based on the fault operation instruction.

[0029] In one aspect of this application, a fault handling apparatus is provided, applied to a faulty device, the apparatus comprising:

[0030] The media stream generation module is used to respond to the electronic program guide access request sent by the server, capture the electronic program guide image, and generate an electronic program guide media stream based on the electronic program guide image;

[0031] The second media stream sending module is used to send the electronic program guide media stream to the server so that the server instructs the customer service equipment to generate fault operation instructions based on the electronic program guide media stream.

[0032] The instruction acquisition module is used to acquire fault operation instructions sent by the server;

[0033] The operation execution module is used to execute the fault operation behavior corresponding to the fault operation instruction based on the fault operation instruction.

[0034] One aspect of this application provides a fault handling apparatus applied to a customer service device, the apparatus comprising:

[0035] The work order generation module is used to respond to user-initiated fault repair requests and generate fault handling work orders. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment.

[0036] The work order sending module is used to send fault handling work orders to the server, so that the server can establish a long connection between the paired customer service equipment and the faulty equipment based on the equipment identification information in the fault handling work order;

[0037] The second request sending module is used to send an electronic program guide access request to the server so that the server instructs the faulty device to acquire an electronic program guide image and generate an electronic program guide media stream based on the electronic program guide image.

[0038] The media stream acquisition module is used to acquire the electronic program guide media stream sent by the server;

[0039] The second instruction sending module is used to send fault operation instructions to the server based on the electronic program guide media stream, so that the server instructs the faulty device to handle the fault based on the fault operation instructions.

[0040] One aspect of this application provides a fault handling system, the system comprising:

[0041] The server is used to implement the fault handling methods applied to the server as described above when performing fault handling.

[0042] The faulty device is electrically connected to the server and is used to implement the fault handling method described above when performing fault handling.

[0043] The customer service equipment is electrically connected to the server and is used to implement the fault handling methods described above when performing fault handling.

[0044] In one aspect of the embodiments of this application, an electronic device is provided, the device including: a memory and a program or instructions stored in the memory and executable on a processor, wherein when the program or instructions are executed by the processor, they implement the fault handling method provided in any aspect of the embodiments of this application described above.

[0045] In one aspect of the embodiments of this application, a readable storage medium is provided, on which a program or instruction is stored, and when the program or instruction is executed by a processor, it implements the fault handling method provided in any aspect of the embodiments of this application described above.

[0046] In one aspect of the embodiments of this application, a computer program product is provided, wherein when the instructions in the computer program product are executed by the processor of an electronic device, the electronic device performs a fault handling method as provided in any aspect of the embodiments of this application described above.

[0047] In the fault handling method provided in this application embodiment, the server obtains the device identification information of the customer service device and the faulty device, and establishes a long connection between the paired customer service device and the faulty device based on the device identification information. Then, the electronic program guide (EPB) access request sent by the customer service device is forwarded to the faulty device, enabling the faulty device to generate an EPB media stream based on the EPB access request. This allows the customer service device to obtain the EPB media stream, thereby enabling intuitive monitoring of the faulty device and providing an important factor for remote repair of the faulty device. Then, the fault operation command sent by the customer service device is forwarded to the faulty device, enabling the faulty device to handle the fault based on the fault operation command, thus realizing direct operation of the faulty device by the customer service device. In this way, this application embodiment achieves intuitive monitoring of the faulty device by the customer service device through the EPB media stream, and direct operation of the faulty device by the customer service device through the fault operation command. This allows the customer service device to quickly and accurately verify the fault condition of the faulty device, thereby improving the service efficiency of fault repair. Attached Figure Description

[0048] To more clearly illustrate the technical solutions of the embodiments of this application, the accompanying drawings used in the embodiments of this application will be briefly introduced below. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0049] Figure 1 This is a flowchart illustrating an embodiment of a fault handling method provided in this application;

[0050] Figure 2 This is a flowchart illustrating another embodiment of the fault handling method provided in this application;

[0051] Figure 3 This is a flowchart illustrating another embodiment of the fault handling method provided in this application;

[0052] Figure 4 This is a schematic diagram of the structure of an embodiment of a fault handling device provided in this application;

[0053] Figure 5 This is a schematic diagram of another embodiment of the fault handling device provided in this application;

[0054] Figure 6 This is a schematic diagram of the structure of another embodiment of the fault handling device provided in this application;

[0055] Figure 7 This is a schematic diagram of the structure of an embodiment of a fault handling device provided in this application. Detailed Implementation

[0056] The features and exemplary embodiments of various aspects of this application will be described in detail below. To make the objectives, technical solutions, and advantages of this application clearer, the application will be further described in detail below with reference to the accompanying drawings and specific embodiments. It should be understood that the specific embodiments described herein are only intended to explain this application and not to limit it. For those skilled in the art, this application can be implemented without some of these specific details. The following description of the embodiments is merely to provide a better understanding of this application by illustrating examples.

[0057] It should be noted that, in this document, relational terms such as "first" and "second" are used merely to distinguish one entity or operation from another, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Furthermore, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "comprising..." does not exclude the presence of additional identical elements in the process, method, article, or apparatus that includes said element.

[0058] The acquisition, storage, use, and processing of data in this application all comply with the relevant provisions of national laws and regulations.

[0059] In related technologies, customer service primarily provides remote assistance to users regarding set-top box malfunctions via telephone voice service. However, this method suffers from low service efficiency because customer service representatives often struggle to accurately verify the faulty device's condition.

[0060] The purpose of this application is to provide a fault handling method, apparatus, device, and storage medium. In the fault handling method provided in this application, the server obtains device identification information of both the customer service device and the faulty device, and establishes a long connection between the paired customer service device and the faulty device based on the device identification information. Then, the electronic program guide (EPB) access request sent by the customer service device is forwarded to the faulty device, causing the faulty device to generate an EPB media stream based on the EPB access request. This allows the customer service device to obtain the EPB media stream, enabling intuitive monitoring of the faulty device and providing an important factor for remote repair of the faulty device. Then, the fault operation command sent by the customer service device is forwarded to the faulty device, allowing the faulty device to handle the fault based on the fault operation command, thereby realizing direct operation of the faulty device by the customer service device. Thus, this application embodiment achieves intuitive monitoring of the faulty device by the customer service device through the EPB media stream, and direct operation of the faulty device by the customer service device through the fault operation command, enabling the customer service device to quickly and accurately verify the fault status of the faulty device, thereby improving the service efficiency of fault repair.

[0061] The following describes specific embodiments of the fault handling method, apparatus, device, and storage medium provided in this application. The fault handling method will be described first.

[0062] Figure 1 A fault handling method is provided, which is applied to a server, and the method may include the following steps S101 to S105.

[0063] S101 receives a fault handling work order sent by the customer service equipment. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment.

[0064] In this embodiment, the fault handling work order is a work order generated by the customer service equipment when the user initiates a fault handling request.

[0065] The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment. For example, the equipment identification information may include equipment name information, equipment physical address information, work order identification information, and equipment heartbeat information.

[0066] For example, when a user initiates a fault handling request, the customer service device will generate a corresponding fault handling ticket and send the ticket to the server.

[0067] S102, based on device identification information, establishes a long connection between the paired customer service device and the faulty device.

[0068] In this embodiment, the server pairs the customer service device with the faulty device based on the device identification information of the customer service device and the device identification information of the faulty device included in the received fault handling work order, and establishes a long connection between the successfully paired customer service device and the faulty device.

[0069] S103, in response to the electronic program guide access request sent by the customer service device, the electronic program guide access request is sent to the faulty device so that the faulty device can acquire an electronic program guide image based on the electronic program guide access request and generate an electronic program guide media stream based on the electronic program guide image.

[0070] In this embodiment, the Electronic Program Guide (EPG) access request is used to access the EPG of the faulty device.

[0071] For example, after a successfully paired customer service device establishes a long connection with a faulty device, the customer service device initiates an e-program guide access request and sends the e-program guide access request to the server. In response to the e-program guide access request sent by the customer service device, the server sends the e-program guide access request to the faulty device.

[0072] The faulty device acquires an electronic program guide image based on the received electronic program guide access request and generates an electronic program guide media stream based on the acquired electronic program guide image.

[0073] S104, in response to the electronic program guide media stream sent by the faulty device, the electronic program guide media stream is sent to the customer service device so that the customer service device generates a fault operation instruction based on the electronic program guide media stream.

[0074] In this embodiment, the electronic program guide media stream is media stream information associated with the electronic program guide. For example, the electronic program guide media stream can be the video information of the electronic program guide.

[0075] For example, after the faulty device generates an electronic program guide (EPB) media stream, it sends the EPB media stream to the server. In response to the EPB media stream sent by the faulty device, the server sends the EPB media stream to the customer service device.

[0076] The customer service equipment analyzes the faults of the faulty equipment based on the received electronic program guide media stream and generates fault operation instructions.

[0077] S105, in response to the fault operation instruction sent by the customer service device, sends the fault operation instruction to the fault device so that the fault device can handle the fault based on the fault operation instruction.

[0078] In this embodiment, the fault operation instruction is used to instruct operation on the faulty device. For example, the fault operation instruction can be at least one of a fault detection instruction and a fault handling instruction.

[0079] For example, after the customer service device generates a fault operation instruction based on the received electronic program guide media stream, it sends the fault operation instruction to the server. In response to the fault operation instruction sent by the customer service device, the server sends the fault operation instruction to the fault device.

[0080] The faulty device executes the corresponding fault operation behavior based on the received fault operation command in order to handle the fault.

[0081] In this embodiment, the server obtains the device identification information of both the customer service device and the faulty device, and establishes a long-term connection between the paired customer service device and the faulty device based on the device identification information. Then, the electronic program guide (EPB) access request sent by the customer service device is forwarded to the faulty device, enabling the faulty device to generate an EPB media stream based on the EPB access request. This allows the customer service device to obtain the EPB media stream, thereby enabling intuitive monitoring of the faulty device and providing an important factor for remote repair. Then, the fault operation command sent by the customer service device is forwarded to the faulty device, allowing the faulty device to handle the fault based on the fault operation command, thus realizing direct operation of the faulty device by the customer service device. Therefore, this embodiment of the application enables intuitive monitoring of the faulty device by the customer service device through the EPB media stream, and direct operation of the faulty device by the customer service device through fault operation commands. This allows the customer service device to quickly and accurately verify the fault condition of the faulty device, thereby improving the service efficiency of fault repair.

[0082] As an optional embodiment, the device identification information includes at least device heartbeat information and work order identification information, and S102 may specifically include:

[0083] Based on device heartbeat information, determine whether customer service devices and faulty devices are online;

[0084] Based on the work order identification information, customer service devices with the same work order identification information and all online, as well as faulty devices, are paired.

[0085] Based on the target protocol, a long-term connection is established between the paired customer service equipment and the faulty equipment.

[0086] In this embodiment, the device heartbeat information is used to indicate whether the device is online, and the work order identification information is used to indicate the fault handling work order corresponding to the device.

[0087] The target protocol is the protocol information used to establish a long-lived connection.

[0088] For example, the scheduling server determines whether a customer service device or a faulty device is online based on the device heartbeat information of the customer service device and the faulty device. If the device heartbeat information is present within a preset interval, the corresponding device is determined to be online; if the device heartbeat information is not present within the preset interval, the corresponding device is determined to be offline, thereby determining whether the customer service device and the faulty device are online.

[0089] Then, based on the work order identification information of customer service equipment and faulty equipment, the database is queried to find the associated customer service equipment and faulty equipment, and customer service equipment and faulty equipment with the same work order identification information and both online are matched.

[0090] Finally, based on the Computer Telephony Integration (CTI) server, a long-lived connection is established between the paired customer service device and the faulty device using any one of the WebSocket, HTTP, or MQTT protocols.

[0091] In this embodiment, customer service devices and faulty devices are paired based on device heartbeat information and work order identification information. Then, a long connection is established between the paired customer service devices and the faulty devices based on the target protocol, which helps to realize subsequent interaction between customer service devices and faulty devices.

[0092] As an optional embodiment, Figure 2 A flowchart of a fault handling method is provided. This fault handling method is applied to a faulty device and may include the following steps S201 to S204.

[0093] S201, in response to the electronic program guide access request sent by the server, acquires an electronic program guide image and generates an electronic program guide media stream based on the electronic program guide image.

[0094] In this embodiment, the Electronic Program Guide (EPB) access request is used to access the EPB of a faulty device.

[0095] The Electronic Program Guide (EPB) media stream is the media stream information associated with the EPB. For example, the EPB media stream can be the video information of the EPB.

[0096] For example, a faulty device receives an electronic program guide access request sent by a server, and based on the electronic program guide access request, acquires electronic program guide images that meet a preset acquisition duration, and generates an electronic program guide media stream based on the acquired electronic program guide images.

[0097] S202, Send the Electronic Program Guide media stream to the server so that the server instructs the customer service equipment to generate fault operation instructions based on the Electronic Program Guide media stream.

[0098] In this embodiment, after generating the electronic program guide media stream, the faulty device sends the electronic program guide media stream to the server, so that the server instructs the customer service device to analyze the fault of the faulty device based on the electronic program guide media stream, thereby generating a fault operation instruction.

[0099] S203, Receive fault operation instructions sent by the server.

[0100] In this embodiment, the fault operation instruction is used to instruct operation on the faulty device. For example, the fault operation instruction can be at least one of a fault detection instruction and a fault handling instruction.

[0101] For example, after the customer service device generates a fault operation instruction based on the electronic program guide media stream, the fault device obtains the fault operation instruction issued by the customer service device through the server.

[0102] S204, based on the fault operation instruction, execute the fault operation behavior corresponding to the fault operation instruction.

[0103] In this embodiment, the faulty device executes corresponding fault operation behaviors based on the received fault operation instructions in order to handle the fault.

[0104] In this embodiment, the faulty device generates an Electronic Program Guide (EPB) media stream based on an EPB access request, allowing the customer service device to access the EPB media stream. This enables intuitive monitoring of the faulty device and provides a crucial factor for remote repair. The device then receives fault operation instructions from the customer service device and processes the fault based on these instructions, thus enabling direct operation of the faulty device by the customer service device. Therefore, this embodiment achieves intuitive monitoring of the faulty device by the customer service device through the EPB media stream and direct operation of the faulty device through fault operation instructions. This allows the customer service device to quickly and accurately verify the fault condition of the device, thereby improving the efficiency of fault repair services.

[0105] As an optional embodiment, S201 may specifically include:

[0106] In response to an Electronic Program Guide access request sent by the server, determine whether the faulty device supports screen recording.

[0107] If the faulty device supports screen recording, record the screen of the Electronic Program Guide (EPB) and generate an EPB media stream.

[0108] If the faulty device does not support screen recording, take a screenshot of the Electronic Program Guide (EPB) to obtain an EPB image, and generate an EPB media stream based on the EPB image.

[0109] In this embodiment, the faulty device responds to the electronic program guide access request sent by the server and determines whether the system version of the faulty device supports screen recording function based on the video recording interface (MediaProjection).

[0110] If the system version of the faulty device supports the screen recording function of the MediaProjection object, screen recording of the Electronic Program Guide (EPB) is performed. The acquired screen information and system audio information are passed to a VirtualDisplay instance object, which then passes the screen information to the MediaRecorder for encapsulation into a video format. Finally, the video is encoded into a real-time media stream to generate the EPB media stream.

[0111] If the system version of the faulty device does not support the screen recording function of the MediaProjection object, then the electronic program guide is captured by mirroring the Linux kernel graphics device buffer to obtain the electronic program guide image. Then, each electronic program guide image is encoded into a video format, and finally encoded into a real-time media stream to generate the electronic program guide media stream.

[0112] This embodiment determines whether the faulty device supports screen recording. If the device supports screen recording, an electronic program guide (EPB) media stream is generated by recording the EPB. If the device does not support screen recording, an EPB media stream is generated by taking a screenshot of the EPB. This provides a universal EPB media stream acquisition solution that can generate consistent EPB media streams for faulty devices with different system versions.

[0113] As an optional embodiment, in response to an electronic program guide access request sent by the server, determining whether the faulty device supports screen recording functionality may specifically include:

[0114] In response to an Electronic Program Guide access request sent by the server, determine the system version of the faulty device;

[0115] If the system version of the faulty device is higher than the preset system version, determine whether the screen recording function of the faulty device can be used normally;

[0116] If the screen recording function of the faulty device is working properly, then confirm that the faulty device supports the screen recording function.

[0117] In this embodiment, in response to an Electronic Program Guide access request sent by the server, the faulty device first determines its system version. If the faulty device's system version is higher than Android 5.0, it is determined that the faulty device has a video recording interface; if the faulty device's system version is not higher than Android 5.0, it is determined that the faulty device does not have a video recording interface.

[0118] Then, if the faulty device has a video recording interface, further determine whether the video recording interface can be used normally. If the screen recording function of the faulty device can be used normally, determine that the faulty device supports the screen recording function.

[0119] This embodiment determines whether a faulty device supports screen recording based on its system version. This helps determine the method for generating the electronic program guide media stream corresponding to the faulty device, thereby enabling faulty devices with different system versions to generate electronic program guide media streams with consistent specifications.

[0120] As an optional embodiment, if the faulty device does not support screen recording, a screenshot of the Electronic Program Guide (EPB) is taken to obtain an EPB image, and an EPB media stream is generated based on the EPB image, including:

[0121] If the faulty device does not support screen recording, read the electronic program guide images cached in the frame buffer module of the faulty device;

[0122] The electronic program guide images cached in the frame buffer module are processed using single instruction multiple data stream technology, and converted into image data format.

[0123] Based on the timestamps corresponding to each screen data, the electronic program guide images in image data format are generated into an image sequence in chronological order.

[0124] The image sequence is encoded to generate an electronic program guide media stream.

[0125] In this embodiment, if the faulty device does not support screen recording, the system's frame buffer module is queried and opened, typically located in the / dev / graphics / directory. Then, the various electronic program guide (EPC) images cached in the frame buffer module are read and mapped into memory.

[0126] Then, the electronic program guide images cached in the frame buffer module are processed in parallel using Single Instruction, Multiple Data (SIMD) technology, thereby converting the cached electronic program guide images in the frame buffer module into image data formats. Specifically, these can be JPEG or PNG formats.

[0127] Then, based on the timestamps corresponding to each screen's data, the electronic program guide images in image data format are sorted in chronological order, and the interval between images is set according to the frame rate required for the video, thereby generating an image sequence.

[0128] The image sequence is then encoded into video. Specifically, an encoder is used to encode each EPT image in the image sequence into video frames according to preset video parameters. The encoder can be a MediaCodec, and the preset video parameters can include the video width, height, frame rate, and bitrate. A compositor is then used to combine the video frames into a video track, adding data information to each frame, and encapsulating the output video file. The compositor can be a MediaMuxer, and the data information can include the timestamp and file size of each video frame. The video file format can be mp4, webm, or 3gp.

[0129] Finally, the video format file is decoded into raw video frame data, which is then transcoded into a real-time electronic program guide media stream and pushed to the media server. Specifically, to support multiple parties online simultaneously, the Real-time Transport Protocol (RTP) can be used to transmit the electronic program guide media stream in real time.

[0130] In this embodiment, when the faulty device does not support screen recording, a screenshot of the Electronic Program Guide (EPB) is taken to obtain an EPB image, and an EPB media stream is generated based on the EPB image. This enables the generation of an EPB media stream even when the faulty device does not support screen recording, thereby ensuring that faulty devices of different system versions can generate EPB media streams with consistent specifications.

[0131] As an optional embodiment, after processing the electronic program guide images cached in the frame buffer module using single instruction multiple data stream technology and converting the electronic program guide images cached in the frame buffer module into image data format, the process may further include:

[0132] The file size of each EPC Guide image in image data format is optimized to meet the bandwidth requirements of the EPC Guide media stream.

[0133] For example, a still-frame inspection is performed on each Electronic Program Guide (EPB) image. If two consecutive EPB images are found to have identical feature values, one of them is discarded. Then, image size is reduced through image compression. Specifically, this can be achieved by removing unnecessary metadata, compressing image quality, or performing color space conversion.

[0134] This embodiment optimizes the size of each electronic program guide image in image data format, thereby ensuring that the electronic program guide image meets the bandwidth requirements of the electronic program guide media stream, and thus ensuring that the electronic program guide media stream can be successfully generated based on the electronic program guide image.

[0135] As an optional embodiment, based on the fault operation instruction, the fault operation behavior corresponding to the fault operation instruction is executed, which may specifically include:

[0136] Based on the fault operation command, the fault operation command is converted into key event information;

[0137] Based on key event information and a preset operation mapping table, execute the fault operation behavior corresponding to the key event information.

[0138] In this embodiment, the key event information (KeyEvent) is used to simulate the event triggered by the fault operation command, and the key event information includes key code information (keyCode).

[0139] A preset operation mapping table is used to represent the mapping relationship between key code information in key event information and the specific operation behavior performed. The specific operation behavior performed can include up, down, left, and right operations, back operation, home operation, and power operation.

[0140] For example, based on the fault operation command sent by the customer service device, the fault operation command is simulated through key event information. Then, based on the key code information in the key event information and the preset operation mapping table, the fault operation behavior corresponding to the key event information is triggered and executed.

[0141] In this embodiment, fault operation commands are converted into key event information, and then the corresponding fault operation behavior is executed based on the key event information. This enables the remote execution of fault operation behavior through a virtual remote control, bringing customer service personnel and users reporting faults together in the same space, which can effectively improve the efficiency of fault handling.

[0142] As an optional embodiment, Figure 3 A flowchart of a fault handling method is provided. This fault handling method is applied to a customer service device and may include the following steps S301 to S305.

[0143] S301, in response to a user-initiated fault repair request, generates a fault handling work order, which includes the equipment identification information of the customer service equipment and the faulty equipment.

[0144] In this embodiment, the fault handling work order is a work order generated by the customer service equipment when the user initiates a fault handling request.

[0145] The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment. For example, the equipment identification information may include equipment name information, equipment physical address information, work order identification information, and equipment heartbeat information.

[0146] For example, when a user encounters difficulties using the set-top box, they can make a voice call via their mobile phone. The CTI server routes the mobile phone to the Interactive Voice Response (IVR) platform. Following the voice prompts, the user selects a service to report the problem, and the customer service equipment generates a fault handling work order based on the selected service.

[0147] S302, the fault handling work order is sent to the server so that the server can establish a long connection between the paired customer service equipment and the faulty equipment based on the equipment identification information in the fault handling work order.

[0148] In this embodiment, the customer service device sends a fault handling work order to the server. The server matches the customer service device with the faulty device based on the device identification information of the customer service device and the device identification information of the faulty device included in the received fault handling work order, and establishes a long connection between the successfully matched customer service device and the faulty device.

[0149] S303, send an Electronic Program Guide (EPB) access request to the server so that the server instructs the faulty device to acquire an EPB image and generate an EPB media stream based on the EPB image.

[0150] In this embodiment, the Electronic Program Guide (EPB) access request is used to access the EPB of a faulty device.

[0151] For example, after a successfully paired customer service device establishes a long connection with a faulty device, the customer service device initiates an e-program guide access request and sends the e-program guide access request to the server. In response to the e-program guide access request sent by the customer service device, the server sends the e-program guide access request to the faulty device.

[0152] The faulty device acquires an electronic program guide image based on the received electronic program guide access request and generates an electronic program guide media stream based on the acquired electronic program guide image.

[0153] S304, Obtain the electronic program guide media stream sent by the server.

[0154] In this embodiment, the electronic program guide media stream is media stream information associated with the electronic program guide. For example, the electronic program guide media stream can be the video information of the electronic program guide.

[0155] For example, after the faulty device generates an electronic program guide (EPB) media stream, it sends the EPB media stream to the server. In response to the EPB media stream sent by the faulty device, the server sends the EPB media stream to the customer service device, which then receives the EPB media stream sent by the server.

[0156] S305, based on the Electronic Program Guide media stream, sends a fault operation instruction to the server, so that the server instructs the faulty device to handle the fault based on the fault operation instruction.

[0157] In this embodiment, the fault operation instruction is used to instruct operation on the faulty device. For example, the fault operation instruction can be at least one of a fault detection instruction and a fault handling instruction.

[0158] For example, the customer service equipment analyzes the fault of the faulty device based on the received electronic program guide media stream, generates a fault operation instruction, and sends the fault operation instruction to the server so that the server can instruct the faulty device to handle the fault according to the fault operation instruction.

[0159] In this embodiment, the customer service device sends an Electronic Program Guide (EPB) access request, causing the faulty device to generate an EPB media stream based on the request. This allows the customer service device to access the EPB media stream, enabling intuitive monitoring of the faulty device and providing a crucial factor for remote repair. The customer service device then sends a fault operation command, allowing the faulty device to handle the fault based on the command, thus enabling direct operation of the faulty device by the customer service device. Therefore, this embodiment achieves intuitive monitoring of the faulty device via the EPB media stream and direct operation via fault operation commands, enabling the customer service device to quickly and accurately verify the fault condition and improve the efficiency of fault repair services.

[0160] As an optional embodiment, the fault operation instruction includes a fault detection instruction and a fault handling instruction, and S305 may specifically include:

[0161] Based on the electronic program guide media stream, generate fault detection instructions;

[0162] Send a fault detection command to the server so that the server instructs the faulty device to troubleshoot the cause of the fault based on the fault detection command;

[0163] Obtain the fault cause information sent by the server;

[0164] Based on the fault cause information, a fault handling instruction is sent to the server, so that the server instructs the faulty device to perform the corresponding fault handling task based on the fault handling instruction.

[0165] In this embodiment, the fault detection instruction is used to instruct the faulty device to investigate the cause of the fault. For example, the fault detection instruction includes at least one of system performance testing, hardware testing, network environment testing, network speed testing, and log and network packet collection.

[0166] Fault handling instructions are used to instruct the faulty device to perform corresponding fault handling tasks. For example, fault handling instructions include at least one of restart, factory reset, memory cleanup, and disk cleanup.

[0167] For example, the customer service equipment analyzes the fault of the faulty equipment based on the acquired electronic program guide media stream, communicates the fault situation with the user, determines the fault detection task that the faulty equipment needs to perform, generates a fault detection instruction based on the fault detection task, and sends the fault detection instruction to the server. The server instructs the faulty equipment to investigate the cause of the fault based on the fault detection instruction.

[0168] Then, the customer service device obtains the fault cause information from the server, analyzes the fault cause information, communicates the fault situation with the user, determines the fault handling tasks that the faulty device needs to perform, generates fault handling instructions based on the fault handling tasks, and sends the fault handling instructions to the server. The server instructs the faulty device to execute the corresponding fault handling tasks based on the fault handling instructions.

[0169] In this embodiment, the customer service device generates fault detection instructions based on the electronic program guide media stream, and then generates fault handling instructions based on the fault cause information fed back by the server. The customer service device remotely executes the preset detection tasks, thereby recreating the fault scenario and improving the accuracy of fault diagnosis.

[0170] As an optional embodiment, based on the fault cause information, a fault handling instruction is sent to the server, which may specifically include:

[0171] Based on the fault cause information, determine the fault handling behavior corresponding to the fault cause information;

[0172] Determine whether the fault handling behavior belongs to the preset fault handling task;

[0173] When the fault handling behavior belongs to the preset fault handling task, a fault handling instruction is generated and sent to the server based on the fault handling task corresponding to the fault handling behavior.

[0174] If the fault handling behavior does not belong to the preset fault handling task, a custom fault handling task is generated based on the fault handling behavior, and a fault handling instruction is generated and sent to the server based on the custom fault handling task.

[0175] In this embodiment, the customer service device obtains fault cause information from the server, analyzes the fault cause information, communicates the fault situation with the user, and determines the fault handling actions that the faulty device needs to take.

[0176] Then, it is determined whether the fault handling behavior required by the faulty device belongs to the system's preset fault handling task. If the fault handling behavior required by the faulty device belongs to the system's preset fault handling task, a corresponding fault handling instruction is generated and sent to the server based on the fault handling task corresponding to the fault handling behavior.

[0177] If the fault handling action required by the faulty device is not a system-preset fault handling task, a custom fault handling task corresponding to the fault handling action can be generated through the shell script editing function. Based on the custom fault handling task corresponding to the fault handling action, a corresponding fault handling instruction can be generated and sent to the server.

[0178] In this embodiment, when the fault handling behavior belongs to a preset fault handling task, a fault handling instruction is generated and sent to the server based on the corresponding fault handling task. When the fault handling behavior does not belong to a preset fault handling task, a custom fault handling task is generated based on the fault handling behavior, and a fault handling instruction is generated and sent to the server based on the custom fault handling task. Thus, by generating custom fault handling tasks, a more flexible fault handling solution is provided for handling faulty equipment.

[0179] As an optional embodiment, after generating a fault handling work order in response to a user-initiated fault repair request, it may further include:

[0180] Initiate a video connection request to establish a video call with the user.

[0181] In this embodiment, after generating a fault handling work order, a request can be made to transfer the user to a video agent. The IVR platform creates a second communication line by transmitting the incoming mobile phone number and session information to the CTI server, switching from voice communication to video communication, and connecting with a live agent via video.

[0182] In this embodiment, initiating a video connection request and establishing a video call helps to obtain the interactive media stream between the user and the customer service device, eliminating the physical distance between the customer service representative and the user.

[0183] Based on the fault handling method, this application also provides specific embodiments of the fault handling apparatus.

[0184] like Figure 4 As shown in the figure, this application embodiment provides a fault handling device applied to a server, specifically including a work order receiving module 410, a long connection establishment module 420, a first request sending module 430, a first media stream sending module 440, and a first instruction sending module 450.

[0185] The work order receiving module 410 is used to receive fault handling work orders sent by customer service equipment. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment.

[0186] The long connection establishment module 420 is used to establish a long connection between the paired customer service device and the faulty device based on the device identification information.

[0187] The first request sending module 430 is used to respond to the electronic program guide access request sent by the customer service device, and send the electronic program guide access request to the faulty device so that the faulty device can acquire an electronic program guide image based on the electronic program guide access request and generate an electronic program guide media stream based on the electronic program guide image.

[0188] The first media stream sending module 440 is used to send the electronic program guide media stream to the customer service device in response to the electronic program guide media stream sent by the faulty device, so that the customer service device can generate a fault operation instruction based on the electronic program guide media stream.

[0189] The first instruction sending module 450 is used to respond to the fault operation instruction sent by the customer service device and send the fault operation instruction to the fault device so that the fault device can handle the fault based on the fault operation instruction.

[0190] As an optional embodiment, the long connection establishment module 420 specifically includes the following units:

[0191] The online determination unit is used to determine whether customer service equipment and faulty equipment are online based on equipment heartbeat information;

[0192] The device pairing unit is used to pair customer service devices and faulty devices that have the same work order identification information and are all online, based on the work order identification information.

[0193] The long connection establishment unit is used to establish a long connection between paired customer service equipment and faulty equipment based on the target protocol.

[0194] As an optional embodiment, such as Figure 5 As shown in the embodiment of this application, a fault handling device is also provided, which is applied to a faulty device, specifically including a media stream generation module 510, a second media stream sending module 520, an instruction acquisition module 530, and an operation execution module 540.

[0195] The media stream generation module 510 is used to respond to an electronic program guide access request sent by the server, acquire an electronic program guide image, and generate an electronic program guide media stream based on the electronic program guide image.

[0196] The second media stream sending module 520 is used to send an electronic program guide media stream to the server so that the server instructs the customer service equipment to generate a fault operation command based on the electronic program guide media stream.

[0197] The instruction acquisition module 530 is used to acquire fault operation instructions sent by the server.

[0198] The operation execution module 540 is used to execute the fault operation behavior corresponding to the fault operation instruction based on the fault operation instruction.

[0199] As an optional embodiment, the media stream generation module 510 specifically includes the following units:

[0200] The function judgment unit is used to respond to the electronic program guide access request sent by the server and determine whether the faulty device supports the screen recording function.

[0201] The media stream generation unit is used to record the screen of the Electronic Program Guide (EPB) when the faulty device supports screen recording, and generate an EPB media stream.

[0202] The media stream generation unit is also used to take a screenshot of the Electronic Program Guide (EPB) when the faulty device does not support screen recording, obtain an EPB image, and generate an EPB media stream based on the EPB image.

[0203] As an optional embodiment, the function determination unit specifically includes the following sub-units:

[0204] The system identifies a subunit used to determine the system version of a faulty device in response to an Electronic Program Guide access request sent by the server.

[0205] The function determination subunit is used to determine whether the screen recording function of the faulty device can be used normally when the system version of the faulty device is higher than the preset system version.

[0206] The function determination subunit is also used to determine whether the faulty device supports the screen recording function if the screen recording function of the faulty device can be used normally.

[0207] As an optional embodiment, the media stream generation unit specifically includes the following sub-units:

[0208] The image reading subunit is used to read the electronic program guide images cached in the frame buffer module of the faulty device when the faulty device does not support the screen recording function;

[0209] The format conversion subunit is used to process the electronic program guide images cached in the frame buffer module using single instruction multiple data stream technology, and convert the electronic program guide images cached in the frame buffer module into image data format.

[0210] The sequence generation subunit is used to generate an image sequence of electronic program guide images in image data format according to the time sequence based on the timestamps corresponding to each screen data.

[0211] The sequence coding subunit is used to encode the image sequence to generate the electronic program guide media stream.

[0212] As an optional embodiment, the operation execution module 540 specifically includes the following units:

[0213] The instruction conversion unit is used to convert fault operation instructions into key event information based on fault operation instructions;

[0214] The operation execution unit is used to execute fault operation behaviors corresponding to the key event information based on the key event information and the preset operation mapping table.

[0215] As an optional embodiment, such as Figure 6 As shown in the figure, this application embodiment also provides a fault handling device applied to customer service equipment, specifically including a work order generation module 610, a work order sending module 620, a second request sending module 630, a media stream acquisition module 640, and a second instruction sending module 650.

[0216] The work order generation module 610 is used to respond to a user's fault repair request and generate a fault handling work order. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment.

[0217] The work order sending module 620 is used to send fault handling work orders to the server, so that the server can establish a long connection between the paired customer service equipment and the faulty equipment based on the equipment identification information in the fault handling work order.

[0218] The second request sending module 630 is used to send an electronic program guide access request to the server so that the server instructs the faulty device to acquire an electronic program guide image and generate an electronic program guide media stream based on the electronic program guide image.

[0219] The media stream acquisition module 640 is used to acquire the electronic program guide media stream sent by the server.

[0220] The second instruction sending module 650 is used to send fault operation instructions to the server based on the electronic program guide media stream, so that the server instructs the faulty device to handle the fault based on the fault operation instructions.

[0221] As an optional embodiment, the second instruction sending module 650 specifically includes the following units:

[0222] The detection instruction generation unit is used to generate fault detection instructions based on the electronic program guide media stream;

[0223] The detection instruction sending unit is used to send a fault detection instruction to the server, so that the server instructs the faulty device to troubleshoot the cause of the fault based on the fault detection instruction.

[0224] The cause acquisition unit is used to acquire fault cause information sent by the server;

[0225] The instruction sending unit is used to send a fault handling instruction to the server based on the fault cause information, so that the server instructs the faulty device to perform the corresponding fault handling task based on the fault handling instruction.

[0226] As an optional embodiment, the instruction sending unit specifically includes the following sub-units:

[0227] The behavior determination subunit is used to determine the fault handling behavior corresponding to the fault cause information based on the fault cause information.

[0228] The behavior judgment subunit is used to determine whether the fault handling behavior belongs to the preset fault handling task;

[0229] The instruction sending subunit is used to generate and send fault handling instructions to the server based on the fault handling task corresponding to the fault handling behavior when the fault handling behavior belongs to a preset fault handling task.

[0230] The instruction sending subunit is also used to generate a custom fault handling task based on the fault handling behavior when the fault handling behavior does not belong to the preset fault handling task, and to generate and send a fault handling instruction to the server based on the custom fault handling task.

[0231] As an optional embodiment, this application provides a fault handling system, which specifically includes:

[0232] The server is used to implement the fault handling methods applied to the server as described above when performing fault handling.

[0233] The faulty device is electrically connected to the server and is used to implement the fault handling method described above when performing fault handling.

[0234] The customer service equipment is electrically connected to the server and is used to implement the fault handling methods described above when performing fault handling.

[0235] Figure 7 A schematic diagram of the hardware structure of the fault handling device provided in an embodiment of this application is shown.

[0236] The fault handling device may include a processor 701 and a memory 702 storing computer program instructions.

[0237] Specifically, the processor 701 may include a central processing unit (CPU), an application-specific integrated circuit (ASIC), or one or more integrated circuits that can be configured to implement the embodiments of this application.

[0238] Memory 702 may include mass storage for data or instructions. For example, and not limitingly, memory 702 may include a hard disk drive (HDD), floppy disk drive, flash memory, optical disk, magneto-optical disk, magnetic tape, or Universal Serial Bus (USB) drive, or a combination of two or more of these. Where appropriate, memory 702 may include removable or non-removable (or fixed) media. Where appropriate, memory 702 may be internal or external to the integrated gateway disaster recovery device. In a particular embodiment, memory 702 is non-volatile solid-state memory.

[0239] Memory may include read-only memory (ROM), random access memory (RAM), disk storage media devices, optical storage media devices, flash memory devices, and electrical, optical, or other physical / tangible memory storage devices. Therefore, typically, memory includes one or more tangible (non-transitory) computer-readable storage media (e.g., memory devices) encoded with software including computer-executable instructions, and when the software is executed (e.g., by one or more processors), it is operable to perform the operations described with reference to the methods according to one aspect of this disclosure.

[0240] The processor 701 implements any of the fault handling methods in the above embodiments by reading and executing computer program instructions stored in the memory 702.

[0241] In one example, the fault handling device may further include a communication interface 703 and a bus 710. Wherein, as... Figure 7As shown, the processor 701, memory 702, and communication interface 703 are connected through bus 710 and complete communication with each other.

[0242] The communication interface 703 is mainly used to realize communication between various modules, devices, units and / or equipment in the embodiments of this application.

[0243] Bus 710 includes hardware, software, or both, that couples components of a fault-handling device together. For example, and not limitingly, the bus may include an Accelerated Graphics Port (AGP) or other graphics bus, an Enhanced Industry Standard Architecture (EISA) bus, a Front Side Bus (FSB), HyperTransport (HT) interconnect, an Industry Standard Architecture (ISA) bus, an Infinite Bandwidth Interconnect, a Low Pin Count (LPC) bus, a memory bus, a Microchannel Architecture (MCA) bus, a Peripheral Component Interconnect (PCI) bus, a PCI-Express (PCI-X) bus, a Serial Advanced Technology Attachment (SATA) bus, a Video Electronics Standards Association Local (VLB) bus, or other suitable buses, or combinations of two or more of these. Where appropriate, bus 710 may include one or more buses. Although specific buses are described and illustrated in embodiments of this application, any suitable bus or interconnect is contemplated herein.

[0244] Furthermore, in conjunction with the fault handling methods in the above embodiments, this application embodiment can provide a computer storage medium for implementation. The computer storage medium stores computer program instructions; when these computer program instructions are executed by a processor, they implement any of the fault handling methods in the above embodiments.

[0245] It should be clarified that this application is not limited to the specific configurations and processes described above and shown in the figures. For the sake of brevity, detailed descriptions of known methods are omitted here. In the above embodiments, several specific steps are described and shown as examples. However, the method process of this application is not limited to the specific steps described and shown. Those skilled in the art can make various changes, modifications, and additions, or change the order of steps, after understanding the spirit of this application.

[0246] The functional blocks shown in the above-described structural diagram can be implemented as hardware, software, firmware, or a combination thereof. When implemented in hardware, they can be, for example, electronic circuits, application-specific integrated circuits (ASICs), appropriate firmware, plug-ins, function cards, etc. When implemented in software, the elements of this application are programs or code segments used to perform the required tasks. Programs or code segments can be stored on a machine-readable medium or transmitted over a transmission medium or communication link via data signals carried on a carrier wave. "Machine-readable medium" can include any medium capable of storing or transmitting information. Examples of machine-readable media include electronic circuits, semiconductor memory devices, ROM, flash memory, erasable ROM (EROM), floppy disks, CD-ROMs, optical disks, hard disks, fiber optic media, radio frequency (RF) links, etc. Code segments can be downloaded via computer networks such as the Internet, intranets, etc.

[0247] It should also be noted that the exemplary embodiments mentioned in this application describe methods or systems based on a series of steps or apparatus. However, this application is not limited to the order of the above steps; that is, the steps can be performed in the order mentioned in the embodiments, or in a different order, or several steps can be performed simultaneously.

[0248] The aspects of this disclosure have been described above with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of this disclosure. It should be understood that each block in the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing apparatus to produce a machine such that these instructions, executable via the processor of the computer or other programmable data processing apparatus, enable the implementation of the functions / actions specified in one or more blocks of the flowchart illustrations and / or block diagrams. Such a processor can be, but is not limited to, a general-purpose processor, a special-purpose processor, a special application processor, or a field-programmable logic circuit. It is also understood that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, can also be implemented by special-purpose hardware performing the specified functions or actions, or can be implemented by a combination of special-purpose hardware and computer instructions.

[0249] The above description is merely a specific implementation of this application. Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the systems, modules, and units described above can be referred to the corresponding processes in the foregoing method embodiments, and will not be repeated here. It should be understood that the protection scope of this application is not limited thereto. Any person skilled in the art can easily conceive of various equivalent modifications or substitutions within the technical scope disclosed in this application, and these modifications or substitutions should all be covered within the protection scope of this application.

Claims

1. A fault handling method, characterized in that, Applied to a server, the method includes: Receive fault handling work orders sent by customer service equipment, wherein the fault handling work orders include the equipment identification information of the customer service equipment and the faulty equipment; Based on the device identification information, a long connection will be established between the paired customer service device and the faulty device; In response to the electronic program guide access request sent by the customer service device, the electronic program guide access request is sent to the faulty device, so that the faulty device can acquire an electronic program guide image based on the electronic program guide access request and generate an electronic program guide media stream based on the electronic program guide image; In response to the electronic program guide media stream sent by the faulty device, the electronic program guide media stream is sent to the customer service device, so that the customer service device generates a fault operation instruction based on the electronic program guide media stream; In response to a fault operation instruction sent by the customer service device, the fault operation instruction is sent to the fault device so that the fault device can handle the fault based on the fault operation instruction; The generation process of the electronic program guide media stream is as follows: The faulty device responds to the electronic program guide (EPB) access request sent by the server, determining whether the device supports screen recording. If the device supports screen recording, it records the EPB and generates an EPB media stream. If the device does not support screen recording, it reads the EPB images cached in the frame buffer module of the faulty device. It processes these cached EPB images using single instruction multiple data stream (SIP) technology, converting them into image data format. It optimizes the size of each EPB image in image data format to meet the bandwidth requirements of the EPB media stream. Based on the timestamps corresponding to each screen data, it generates an image sequence of the image data format EPB images in chronological order. Finally, it encodes the image sequence to generate the EPB media stream.

2. The method according to claim 1, characterized in that, The device identification information includes at least device heartbeat information and work order identification information. The step of establishing a long-term connection between the paired customer service device and the faulty device based on the device identification information includes: Based on the device heartbeat information, it is determined whether the customer service device and the faulty device are online; Based on the work order identification information, the customer service devices with the same work order identification information and both online, as well as the faulty devices, are paired. Based on the target protocol, a long-term connection is established between the paired customer service equipment and the faulty equipment.

3. A fault handling method, characterized in that, Applied to faulty equipment, the method includes: In response to an electronic program guide access request sent by the server, an electronic program guide image is acquired and an electronic program guide media stream is generated based on the electronic program guide image; Send an electronic program guide media stream to the server so that the server instructs the customer service device to generate a fault operation instruction based on the electronic program guide media stream; Obtain the fault operation instruction sent by the server; Based on the fault operation instruction, execute the fault operation behavior corresponding to the fault operation instruction; The step of acquiring the electronic program guide image and generating an electronic program guide media stream based on the electronic program guide image includes: In response to an Electronic Program Guide access request sent by the server, determine whether the faulty device supports screen recording. If the faulty device supports screen recording, the electronic program guide will be recorded to generate an electronic program guide media stream. If the faulty device does not support screen recording, read the electronic program guide images cached in the frame buffer module of the faulty device; The electronic program guide images cached in the frame buffer module are processed using single instruction multiple data stream technology, and converted into image data format. The file size of each electronic program guide image in the image data format is optimized to meet the bandwidth requirements of the electronic program guide media stream. Based on the timestamps corresponding to each screen data, the electronic program guide images in the image data format are generated into an image sequence in chronological order; The image sequence is encoded to generate an electronic program guide media stream.

4. The method according to claim 3, characterized in that, The step of responding to an Electronic Program Guide access request sent by the server and determining whether the faulty device supports screen recording includes: In response to an Electronic Program Guide access request sent by the server, determine the system version of the faulty device; If the system version of the faulty device is higher than the preset system version, determine whether the screen recording function of the faulty device can be used normally; If the screen recording function of the faulty device is working properly, it is determined that the faulty device supports the screen recording function.

5. The method according to claim 3 or 4, characterized in that, The step of executing the fault operation behavior corresponding to the fault operation instruction based on the fault operation instruction includes: Based on the fault operation instruction, the fault operation instruction is converted into key event information; Based on the key event information and the preset operation mapping table, execute the fault operation behavior corresponding to the key event information.

6. A fault handling method, characterized in that, Applied to customer service equipment, the method includes: In response to a user's fault repair request, a fault handling work order is generated, which includes the customer service equipment and the equipment identification information of the faulty equipment. The fault handling work order is sent to the server so that the server can establish a long connection between the paired customer service equipment and the faulty equipment based on the equipment identification information in the fault handling work order. Send an Electronic Program Guide (EPB) access request to the server so that the server instructs a faulty device to acquire an EPB image and generate an EPB media stream based on the EPB image; Obtain the electronic program guide media stream sent by the server; Based on the electronic program guide media stream, a fault operation instruction is sent to the server, so that the server instructs the faulty device to handle the fault based on the fault operation instruction; The generation process of the electronic program guide media stream is as follows: The faulty device responds to the electronic program guide (EPB) access request sent by the server, determining whether the device supports screen recording. If the device supports screen recording, it records the EPB and generates an EPB media stream. If the device does not support screen recording, it reads the EPB images cached in the frame buffer module of the faulty device. It processes these cached EPB images using single instruction multiple data stream (SIP) technology, converting them into image data format. It optimizes the size of each EPB image in image data format to meet the bandwidth requirements of the EPB media stream. Based on the timestamps corresponding to each screen data, it generates an image sequence of the image data format EPB images in chronological order. Finally, it encodes the image sequence to generate the EPB media stream.

7. The method according to claim 6, characterized in that, The fault operation instructions include fault detection instructions and fault handling instructions. The step of sending a fault operation instruction to the server based on the electronic program guide media stream includes: Based on the electronic program guide media stream, generate fault detection instructions; Send the fault detection command to the server so that the server instructs the faulty device to troubleshoot the cause of the fault based on the fault detection command; Obtain the fault cause information sent by the server; Based on the fault cause information, a fault handling instruction is sent to the server, so that the server instructs the faulty device to perform the corresponding fault handling task based on the fault handling instruction.

8. The method according to claim 7, characterized in that, The step of sending a fault handling instruction to the server based on the fault cause information includes: Based on the fault cause information, determine the fault handling behavior corresponding to the fault cause information; Determine whether the fault handling behavior belongs to a preset fault handling task; When the fault handling behavior belongs to a preset fault handling task, a fault handling instruction is generated and sent to the server based on the fault handling task corresponding to the fault handling behavior. If the fault handling behavior does not belong to the preset fault handling task, a custom fault handling task is generated based on the fault handling behavior, and a fault handling instruction is generated and sent to the server based on the custom fault handling task.

9. A fault handling device, characterized in that, Applied to a server, the device includes: The work order receiving module is used to receive fault handling work orders sent by customer service equipment. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment. The long connection establishment module is used to establish a long connection between the paired customer service device and the faulty device based on the device identification information. The first request sending module is used to respond to the electronic program guide access request sent by the customer service device, and send the electronic program guide access request to the faulty device, so that the faulty device can acquire an electronic program guide image based on the electronic program guide access request and generate an electronic program guide media stream based on the electronic program guide image. The first media stream sending module is configured to send the electronic program guide media stream to the customer service device in response to the electronic program guide media stream sent by the faulty device, so that the customer service device generates a fault operation instruction based on the electronic program guide media stream. The first instruction sending module is used to respond to the fault operation instruction sent by the customer service device and send the fault operation instruction to the fault device so that the fault device can handle the fault based on the fault operation instruction; The generation process of the electronic program guide media stream is as follows: The faulty device responds to the electronic program guide (EPB) access request sent by the server, determining whether the device supports screen recording. If the device supports screen recording, it records the EPB and generates an EPB media stream. If the device does not support screen recording, it reads the EPB images cached in the frame buffer module of the faulty device. It processes these cached EPB images using single instruction multiple data stream (SIP) technology, converting them into image data format. It optimizes the size of each EPB image in image data format to meet the bandwidth requirements of the EPB media stream. Based on the timestamps corresponding to each screen data, it generates an image sequence of the image data format EPB images in chronological order. Finally, it encodes the image sequence to generate the EPB media stream.

10. A fault handling device, characterized in that, Applied to faulty equipment, the device includes: The media stream generation module is used to respond to an electronic program guide access request sent by the server, acquire an electronic program guide image, and generate an electronic program guide media stream based on the electronic program guide image; The second media stream sending module is used to send an electronic program guide media stream to the server so that the server instructs the customer service device to generate a fault operation instruction based on the electronic program guide media stream. The instruction acquisition module is used to acquire fault operation instructions sent by the server; An operation execution module is used to execute the fault operation behavior corresponding to the fault operation instruction based on the fault operation instruction; The media stream generation module includes: The function judgment unit is used to respond to the electronic program guide access request sent by the server and determine whether the faulty device supports the screen recording function. The media stream generation unit is used to record the electronic program guide and generate an electronic program guide media stream when the faulty device supports screen recording. The media stream generation unit includes: The image reading subunit is used to read the electronic program guide images cached in the frame buffer module of the faulty device when the faulty device does not support the screen recording function; The format conversion subunit is used to process the electronic program guide images cached in the frame buffer module using single instruction multiple data stream technology, converting the electronic program guide images cached in the frame buffer module into image data format; and optimizing the size of the electronic program guide images in image data format to meet the bandwidth requirements of the electronic program guide media stream. The sequence generation subunit is used to generate an image sequence from the electronic program guide images in the image data format according to the time sequence based on the timestamps corresponding to each screen data. A sequence encoding subunit is used to encode the image sequence to generate an electronic program guide media stream.

11. A fault handling device, characterized in that, Applied to customer service equipment, the device includes: The work order generation module is used to generate a fault handling work order in response to a user's fault repair request. The fault handling work order includes the equipment identification information of the customer service equipment and the faulty equipment. The work order sending module is used to send the fault handling work order to the server, so that the server can establish a long connection between the paired customer service device and the faulty device based on the device identification information in the fault handling work order. The second request sending module is used to send an electronic program guide access request to the server, so that the server instructs the faulty device to acquire an electronic program guide image and generate an electronic program guide media stream based on the electronic program guide image; The media stream acquisition module is used to acquire the electronic program guide media stream sent by the server; The second instruction sending module is used to send a fault operation instruction to the server based on the electronic program guide media stream, so that the server instructs the faulty device to handle the fault based on the fault operation instruction; The generation process of the electronic program guide media stream is as follows: The faulty device responds to the electronic program guide (EPB) access request sent by the server, determining whether the device supports screen recording. If the device supports screen recording, it records the EPB and generates an EPB media stream. If the device does not support screen recording, it reads the EPB images cached in the frame buffer module of the faulty device. It processes these cached EPB images using single instruction multiple data stream (SIP) technology, converting them into image data format. It optimizes the size of each EPB image in image data format to meet the bandwidth requirements of the EPB media stream. Based on the timestamps corresponding to each screen data, it generates an image sequence of the image data format EPB images in chronological order. Finally, it encodes the image sequence to generate the EPB media stream.

12. A fault handling system, characterized in that, The system includes: A server, used to implement the fault handling method as described in any one of claims 1-2 when performing fault handling; A faulty device, electrically connected to a server, is used to implement the fault handling method as described in any one of claims 3-5 when performing fault handling. A customer service device, electrically connected to a server, is used to implement the fault handling method as described in any one of claims 6-8 when performing fault handling.

13. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores computer program instructions that, when executed by a processor, implement the fault handling method as described in any one of claims 1-8.

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