Remote diagnosis system and method for intelligent household electrical appliance

Abstract

The embodiment of the invention provides a remote diagnosis system and method for an intelligent household electrical appliance, and relates to the technical field of intelligent household electrical appliances, and the system comprises a remote diagnosis platform which is configured to send a first query request to a cloud equipment management platform; the cloud equipment management platform is configured to obtain a current mode of the intelligent equipment to be diagnosed corresponding to the identification code in response to the first query request; if the to-be-diagnosed intelligent device is in the online mode, sending a first instruction to the to-be-diagnosed intelligent device to obtain first data content fed back by the to-be-diagnosed intelligent device; and the remote diagnosis platform is further configured to generate a first diagnosis result for representing the fault of the intelligent equipment to be diagnosed according to the first data content. According to the system provided by the invention, the problem of the intelligent module can be effectively positioned, and when the user feeds back the problem of the intelligent household electrical appliance, the operation and maintenance personnel can quickly position the problem according to the equipment SN, and then give an effective suggestion for solving the problem.

Description

Technical Field

[0001] The present application relates to the technical field of smart home appliances, and in particular to a remote diagnosis system and method for smart home appliances. Background Art

[0002] During the after-sales stage of smart home appliances, maintenance personnel often receive feedback from users about various problems encountered during the use of smart home appliances. Maintenance personnel can solve some of the above problems by communicating over the phone. However, for problems that cannot be solved remotely over the phone, maintenance personnel have to resort to on-site maintenance, dismantling the machine and using a serial port printer cable to obtain the log information of the smart module in the smart home appliance, and then determine the solution to the problem based on the log information. This maintenance method consumes a lot of labor input costs, and the timeliness of solving the problem is poor.

[0003] To solve the above problems, a smart home appliance remote control and fault notification system is currently provided. Figure 1 As shown, the system includes a smart module, an electric control terminal, a home router, a cloud device management platform, an MQTT message service platform and a mobile terminal. The system is configured as follows: based on the user's smart device control page on the mobile terminal, a query command for the required state attribute is generated, and the query command is sent to the smart module of the smart device through the MQTT message service platform. After the smart module receives and sends data parameters of the smart device electric control terminal through the serial port, it is fed back to the MQTT message service platform and finally synchronized to the mobile terminal; or, based on the user's smart device control page on the mobile terminal, a property value setting command for control is generated, and the property value setting command is sent to the smart module of the smart device through the MQTT message service platform. The smart module further sends the property value setting command to the electric control terminal. After the electric control terminal responds to the command and completes the state change, the new state parameter is fed back to the MQTT message service platform by the smart module and finally synchronized to the mobile terminal.

[0004] The working process of the above system when implementing remote fault diagnosis is as follows: for smart devices that have completed network binding and are online, when the operating parameters of the device change, the changed data of the electric control end can be pushed to the mobile terminal through the smart module and the (cloud device management platform) MQTT message service platform during the serial communication between the electric control end and the smart module; when the operating parameters of the electric control end change, the smart module can directly push the operating data to the mobile terminal through the MQTT message service platform; when the electric control end detects a device operating failure, the smart module can report the failure data to the cloud device management platform via HTTP, and then the MQTT message service platform pushes the device failure to the mobile terminal. The smart module uses different command numbers to distinguish the fault information returned by the electric control end and the normal status attribute information of the device.

[0005] It can be seen from the above scheme that for the current system, it can only diagnose faults generated by smart devices during normal operation, such as sensor failure, electronic control terminal failure, etc. For faults related to smart modules (such as abnormal serial port communication between the smart module and the electronic control terminal, the encryption data key of the communication between the smart module and the MQTT message service platform is not synchronized, and the performance of the home router itself is unstable due to hardware reasons of the smart module), maintenance personnel are still required to go to the site to obtain the printed log of the smart module for fault diagnosis. The problems of low efficiency and manpower consumption have not been effectively solved. Summary of the invention

[0006] The embodiments of the present application provide a remote diagnosis system and method for smart home appliances to solve the problem that the existing system cannot remotely obtain the print log of the smart module, resulting in low maintenance efficiency and high labor costs.

[0007] In a first aspect, the present application provides a remote diagnosis system for smart home appliances, comprising:

[0008] The remote diagnosis platform is configured to send a first query request to the cloud device management platform; the first query request includes an identification code of the smart device to be diagnosed;

[0009] The cloud device management platform is configured as:

[0010] In response to the first query request, obtaining a current mode of the to-be-diagnosed smart device corresponding to the identification code; the current mode includes an online mode or an offline mode;

[0011] If the smart device to be diagnosed is in online mode, a first instruction is sent to the smart device to be diagnosed to obtain first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform;

[0012] The remote diagnosis platform is further configured to generate a first diagnosis result for characterizing a fault of the smart device to be diagnosed according to the first data content.

[0013] In some feasible embodiments, the cloud device management platform is further configured to:

[0014] If the smart device to be diagnosed is in offline mode, obtaining registration information of the smart device to be diagnosed according to the identification code; the registration information includes a registration region and communication information;

[0015] The registration information is sent to a remote diagnosis platform.

[0016] In some feasible embodiments, the cloud device management platform is further configured to:

[0017] If there is no intelligent device to be diagnosed corresponding to the identification code, first feedback information is fed back to the remote diagnosis platform; the first feedback information is used to stop the current diagnosis process.

[0018] In some feasible embodiments, the remote diagnosis platform is further configured to:

[0019] If the first diagnostic result indicates that the smart device to be diagnosed has no faults, sending a second query request to the cloud device management platform;

[0020] The cloud device management platform is also configured as:

[0021] In response to the second query request, a second instruction is sent to the smart device to be diagnosed; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp;

[0022] sending the second data content to a remote diagnosis platform;

[0023] The remote diagnosis platform is also configured to:

[0024] A second diagnosis result for characterizing the fault of the smart device to be diagnosed is generated according to the second data content.

[0025] In some feasible embodiments, after sending the second data content to the remote diagnosis platform, the cloud device management platform is further configured to:

[0026] A third instruction is sent to the smart device to be diagnosed; the third instruction is used to restore the log printing level of the smart module of the smart device to be diagnosed to the factory level.

[0027] In some feasible embodiments, the first data content includes at least one of the number of times the device software and hardware are restarted, the account information of the device connected to the router, the number of times the device is connected to the cloud device management platform, and the key information of the device encryption data;

[0028] The first diagnostic result includes at least one of no fault, smart module hardware problem, software problem, router configuration problem, network quality problem, and cloud device management platform problem.

[0029] In some feasible embodiments, the second data content includes at least one of serial port receiving and sending data between the smart module and the electric control terminal, subscription and publishing information between the smart module and the cloud device management platform, interaction data between the smart module and the electric control terminal, and interaction data between the smart module and the cloud device management platform;

[0030] The second diagnostic result includes a serial port connection failure between the electronic control terminal and the smart module, and / or a key asynchronization failure between the smart module and the cloud device management platform.

[0031] In some feasible embodiments, the cloud device management platform is further configured as follows:

[0032] Obtaining a registration request sent by a user; the registration request includes the registration region, communication information, device information and identity information of the requester of the smart device;

[0033] Verifying the registration request, and if the verification is successful, generating an identification code uniquely corresponding to the smart device;

[0034] Feedback registration completion information to the user end, wherein the registration completion information includes the identification code; and storing a file including the identification code, registration region, communication information, device information and identity information of the requester locally.

[0035] In a second aspect, the present application further provides a remote diagnosis method for a smart home appliance, the method comprising:

[0036] The remote diagnosis platform sends a first query request to the cloud device management platform; the first query request includes an identification code of the smart device to be diagnosed;

[0037] The cloud device management platform obtains the current mode of the smart device to be diagnosed corresponding to the identification code in response to the first query request; the current mode includes an online mode or an offline mode; if the smart device to be diagnosed is in an online mode, a first instruction is sent to the smart device to be diagnosed to obtain the first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform;

[0038] The remote diagnosis platform generates a first diagnosis result for characterizing a fault of the smart device to be diagnosed according to the first data content;

[0039] If the first diagnosis result indicates that the smart device to be diagnosed has no faults, the cloud device management platform sends a second query request to the cloud device management platform;

[0040] The cloud device management platform sends a second instruction to the smart device to be diagnosed in response to the second query request; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp;

[0041] The cloud device management platform sends the second data content to the remote diagnosis platform;

[0042] The remote diagnosis platform generates a second diagnosis result for characterizing the fault of the smart device to be diagnosed according to the second data content.

[0043] The present application provides a remote diagnosis system and method for smart home appliances. The remote diagnosis system provided by the present application can effectively locate hardware problems of smart modules, user home network problems, serial port communication problems between smart modules and electronic control terminals, key synchronization problems between smart modules and communication platforms, and stability problems of the platform itself. When users report problems with smart home appliances, operation and maintenance personnel can quickly locate the problem based on the device SN and provide effective suggestions for solving the problem.

[0044] At the same time, since this application can be triggered based on user feedback, compared with the existing system's method of continuously monitoring data, it is more conducive to remote one-on-one efficient problem solving, avoiding the omission of problems or inefficient problem solving. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] In order to more clearly illustrate the technical solution of the present application, the drawings required for use in the embodiments are briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0046] Figure 1 This is a diagram of the structure of an existing smart home appliance remote control and fault notification system;

[0047] Figure 2 A system structure diagram of a remote diagnosis system for smart home appliances provided in this application. DETAILED DESCRIPTION

[0048] The technology used for remote diagnosis of smart home appliances (smart devices) mainly uses online smart modules to continuously report the big data packaged during the operation of smart devices to the cloud platform. After parsing the big data, the cloud platform silently monitors the abnormal conditions of various parameters to reflect the abnormal conditions of the smart devices during operation. This diagnostic technology is based on the normal data reporting of the smart module to the cloud platform, and the diagnostic results are automatically generated by the cloud platform.

[0049] However, the above diagnostic technology can only provide feedback on faults during normal operation of the smart module. If there is a problem with the smart module itself (for example, a smart module failure, or a communication failure between the smart module and the electronic control terminal or the cloud platform), the existing diagnostic system cannot promptly detect the type of fault and manual on-site inspection is required to further troubleshoot and resolve the fault.

[0050] In order to solve the above technical problems, the present application provides a remote diagnosis system for smart home appliances. Figure 1 , the system includes:

[0051] The remote diagnosis platform is configured to send a first query request to the cloud device management platform; the first query request includes an identification code of the smart device to be diagnosed; in this embodiment, the remote diagnosis platform is a platform that provides remote operation for operation and maintenance personnel, and the operation and maintenance personnel are not limited to using the computer terminal of the operation and maintenance center to log in to the remote diagnosis platform, but can also log in to the remote diagnosis platform through mobile terminals such as mobile phones and IPADs.

[0052] It should be noted that before the operation and maintenance personnel implement various operations through the remote diagnosis platform, they can first complete account login and verification operations with the remote diagnosis platform, similar to other platforms. Specifically, the operation and maintenance personnel can register on the remote diagnosis platform in advance using identity information and other information, and log in to the remote diagnosis platform according to the successfully registered account and password. After the platform verifies the information, the operation and maintenance personnel can generate a first query request and send the first query request. In this embodiment, the first query request is used to query relevant information of the smart device to be diagnosed, so it is necessary to include a unique identification code (SN code) for querying the information in the first query request.

[0053] The source of the identification code in the first query request may be obtained by the operation and maintenance personnel from the user. For example, when the user finds that at least one function of a smart device is unavailable, the user may provide the maintenance personnel with repair information via telephone, email, repair link, etc., and provide the SN code of the smart device while providing the feedback. The operation and maintenance personnel may log in to the remote diagnosis platform based on the received SN code and perform subsequent information query operations.

[0054] The system also includes a cloud device management platform, which is configured to:

[0055] In response to the first query request, the current mode of the smart device to be diagnosed corresponding to the identification code is obtained; the current mode includes an online mode or an offline mode; wherein the online mode means that a communication connection has been established between the smart device and the cloud device management platform; the offline mode means that a communication connection has not been established between the smart device and the cloud device management platform, but an offline status can be queried, indicating that the smart device has completed the registration and binding steps in the cloud device management platform.

[0056] If the smart device to be diagnosed is in online mode, a first instruction is sent to the smart device to be diagnosed to obtain the first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform; wherein the first data content may include at least one of the number of soft and hard restarts of the device (restart of the smart module application due to software reasons and hardware reasons), the account information of the device connected to the router (router name, password, encryption method, network signal strength of the router), the number of times the device is connected to the cloud device management platform, and the key information of the device encryption data; the first data content can be stored in the smart module of the smart device in the form of the smart module's own flash;

[0057] The remote diagnosis platform is also configured to generate a first diagnostic result for characterizing the fault of the smart device to be diagnosed based on the first data content; wherein the first diagnostic result includes at least one of no fault, smart module hardware problem, software problem, router configuration problem, network quality problem, and cloud device management platform problem; the diagnostic results for different problems can be in the form of one-by-one inspection, or the diagnostic results containing multiple problems can be obtained at the same time through multiple data contents at one time.

[0058] It can be seen from the above technical solution that the system provided by this embodiment can generate a first query request for querying the relevant information of the smart module by the remote diagnosis platform according to the fault information of the smart device / smart module in the use process fed back by the user, and send the request to the cloud device management platform. The cloud device management platform obtains the current status of the smart module. If the online status is processed, the first data content of the smart module can be obtained and fed back to the remote diagnosis platform. Finally, the operation and maintenance personnel operating the remote diagnosis platform give the corresponding diagnosis results according to the first data content. The system of the present application can remotely obtain the information of the smart module and transmit it back to the operation and maintenance personnel, avoiding the problem that the operation and maintenance personnel must arrive at the site to obtain relevant information and then give the diagnosis results.

[0059] Furthermore, in some other feasible embodiments, the cloud device management platform is further configured as follows:

[0060] If the smart device to be diagnosed is in offline mode, obtaining registration information of the smart device to be diagnosed according to the identification code; the registration information includes a registration region and communication information;

[0061] The registration information is sent to a remote diagnosis platform.

[0062] In this embodiment, the purpose of obtaining the registration information of the smart device to be diagnosed is that the operation and maintenance personnel operating the remote diagnosis platform can contact the user corresponding to the smart device to be diagnosed through the registration information (such as registration address, email address, contact person, contact information, etc.). In this way, the user can be notified through various forms such as telephone and email to perform the operation of connecting the smart device to the Internet. After the user connects the smart device to the Internet, when the current status is obtained again, if the smart device to be diagnosed changes from offline mode to online mode, the aforementioned technical means can be used for subsequent processing to obtain the final diagnosis result.

[0063] Furthermore, in some feasible embodiments, the cloud device management platform is further configured as follows:

[0064] If there is no smart device to be diagnosed corresponding to the identification code, the first feedback information is fed back to the remote diagnosis platform; the first feedback information is used to stop the current diagnosis process. If the identification code does not have the corresponding smart device information on the cloud device management platform, it means that the identification code (SN code) provided by the user may be wrong, or the smart device has not been registered and bound on the cloud device management platform first. Therefore, it is necessary to feed back information to the operation and maintenance personnel to stop further processing, so as to remind the operation and maintenance personnel to contact the user, or continue to handle other operation and maintenance matters.

[0065] The first diagnostic result can reflect some common problems of the smart module, so the aforementioned system can be used to remotely solve the problems by operation and maintenance personnel in most cases. However, in some special cases, the smart module may also have other problems that cannot be diagnosed by the aforementioned solutions. Therefore, in some embodiments, the aforementioned system can be further configured.

[0066] The remote diagnosis platform is also configured to:

[0067] If the first diagnostic result indicates that the smart device to be diagnosed has no faults, a second query request is sent to the cloud device management platform; wherein the second query request may be generated in response to the first diagnostic result indicating that there are no faults, or may be generated in response to input instructions from the operation and maintenance personnel, thereby further analyzing in depth what other faults may exist in the current smart device.

[0068] The cloud device management platform is also configured as:

[0069] In response to the second query request, a second instruction is sent to the smart device to be diagnosed; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp;

[0070] It should be noted that when the smart device leaves the factory, the print level of the smart module will be set to at least two levels for security considerations, and the default print level will be set to a lower level. At this log print level, the effective (or all) print logs can be in a shielded state. Therefore, when the print level of the smart module is low, only a part of the print log can be output. In order to ensure that the print log can fully reflect the fault type of the smart module, in this embodiment, the log print level of the smart module can be changed through the second instruction, and then the log print level of the smart device to be diagnosed can be increased to obtain a more complete second data content.

[0071] Among them, the second data content includes at least one of the serial port receiving and sending data between the smart module and the electric control end, the subscription and publishing information between the smart module and the cloud device management platform, the interaction data between the smart module and the electric control end, and the interaction data between the smart module and the cloud device management platform; specifically, it may not be limited to including the heartbeat of the serial port receiving and sending data between the smart module and the electric control end during normal operation, and the irregular subscription and publishing of messages with the MQTT message service platform. By monitoring the data interaction process between the smart module and the electric control end and the MQTT message service platform, that is, the system monitors the entire data flow of the smart device, the serial port connection failure between the electric control end and the smart module, and the failure that the platform data cannot be parsed due to the asynchronous key between the smart module and the MQTT message service platform can be quickly located.

[0072] The cloud device management platform is also configured to: send the second data content to a remote diagnosis platform.

[0073] The remote diagnosis platform is also configured to:

[0074] A second diagnostic result is generated based on the second data content to characterize the fault of the smart device to be diagnosed; the second diagnostic result includes a serial port connection failure between the electronic control terminal and the smart module, and / or a key asynchronization failure between the smart module and the cloud device management platform.

[0075] Furthermore, in some embodiments, after the second diagnostic result acquisition process is completed, in order to ensure the security of the smart module, after the second data content is sent to the remote diagnostic platform, the cloud device management platform is further configured to:

[0076] Send a third instruction to the smart device to be diagnosed; the third instruction is used to restore the log printing level of the smart module of the smart device to the factory level. This ensures that the most complete log printing option is only enabled when in-depth analysis of smart device problems is required, and other users or non-authorized personnel cannot easily obtain the complete data flow of the smart module.

[0077] It can be seen from the above technical solutions that the remote diagnosis system provided by this application can effectively locate hardware problems of the smart module, user home network problems, serial port communication problems between the smart module and the electronic control terminal, key synchronization problems between the smart module and the communication platform, and platform stability problems. When users report problems with smart home appliances, operation and maintenance personnel can quickly locate the problem based on the device SN, and then give effective suggestions for solving the problem.

[0078] At the same time, since this application can be triggered based on user feedback, compared with the existing system's method of continuously monitoring data, it is more conducive to remote one-on-one efficient problem solving, avoiding the omission of problems or inefficient problem solving.

[0079] Furthermore, in order to realize the registration of smart devices and the issuance of SN codes, in some embodiments, the cloud device management platform is further configured as follows:

[0080] Obtaining a registration request sent by a user; the registration request includes the registration region, communication information, device information and identity information of the requester of the smart device;

[0081] Verify the registration request, and if the verification is successful, generate an identification code (SN code) uniquely corresponding to the smart device;

[0082] Feedback registration completion information to the user end, wherein the registration completion information includes the identification code; and storing a file including the identification code, registration region, communication information, device information and identity information of the requester locally.

[0083] Furthermore, in order to ensure that the system stored information is not maliciously tampered with, the solution of the present application can make use of technical means such as distributed storage and smart contracts of blockchain when storing information, and achieve the purpose of preventing data from being tampered with through decentralized technology, which will not be elaborated here.

[0084] Corresponding to the above embodiments, the present application further provides a remote diagnosis method for a smart home appliance, which is applied to any of the above embodiments, and the method includes:

[0085] The remote diagnosis platform sends a first query request to the cloud device management platform; the first query request includes an identification code of the smart device to be diagnosed;

[0086] The cloud device management platform obtains the current mode of the smart device to be diagnosed corresponding to the identification code in response to the first query request; the current mode includes an online mode or an offline mode; if the smart device to be diagnosed is in an online mode, a first instruction is sent to the smart device to be diagnosed to obtain the first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform;

[0087] The remote diagnosis platform generates a first diagnosis result for characterizing a fault of the smart device to be diagnosed according to the first data content;

[0088] If the first diagnosis result indicates that the smart device to be diagnosed has no faults, the cloud device management platform sends a second query request to the cloud device management platform;

[0089] The cloud device management platform sends a second instruction to the smart device to be diagnosed in response to the second query request; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp;

[0090] The cloud device management platform sends the second data content to the remote diagnosis platform;

[0091] The remote diagnosis platform generates a second diagnosis result for characterizing the fault of the smart device to be diagnosed according to the second data content.

[0092] The technical effects produced during the application of the method described in this embodiment can be found in the description of any of the aforementioned embodiments and will not be repeated here.

[0093] The above specific implementation methods further illustrate the purpose, technical solutions and beneficial effects of the present application in detail. It should be understood that the above are only specific implementation methods of the present application and are not used to limit the protection scope of the present application. Any modifications, equivalent substitutions, improvements, etc. made on the basis of the technical solutions of the present application should be included in the protection scope of the present application.

Claims

1. A remote diagnosis system for smart home appliances, characterized in that: include: The remote diagnosis platform is configured to send a first query request to the cloud device management platform; The first query request includes an identification code of the smart device to be diagnosed; The cloud device management platform is configured as: In response to the first query request, obtaining a current mode of the to-be-diagnosed smart device corresponding to the identification code; the current mode includes an online mode or an offline mode; If the smart device to be diagnosed is in online mode, a first instruction is sent to the smart device to be diagnosed to obtain first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform; The remote diagnosis platform is further configured to generate a first diagnosis result for characterizing a fault of the smart device to be diagnosed according to the first data content.

2. A remote diagnosis system for smart home appliances according to claim 1, characterized in that: The cloud device management platform is also configured as: If the smart device to be diagnosed is in offline mode, obtaining registration information of the smart device to be diagnosed according to the identification code; the registration information includes a registration region and communication information; The registration information is sent to a remote diagnosis platform.

3. The remote diagnosis system for smart home appliances according to claim 1, characterized in that: The cloud device management platform is also configured as: If there is no smart device to be diagnosed corresponding to the identification code, first feedback information is fed back to the remote diagnosis platform; the first feedback information is used to stop the current diagnosis process.

4. The remote diagnosis system for smart home appliances according to claim 1, characterized in that: The remote diagnosis platform is also configured to: If the first diagnostic result indicates that the smart device to be diagnosed has no faults, sending a second query request to the cloud device management platform; The cloud device management platform is also configured as: In response to the second query request, a second instruction is sent to the smart device to be diagnosed; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp; Sending the second data content to a remote diagnosis platform; The remote diagnosis platform is also configured to: A second diagnosis result for characterizing the fault of the smart device to be diagnosed is generated according to the second data content.

5. A remote diagnosis system for smart home appliances according to claim 4, characterized in that: After sending the second data content to the remote diagnosis platform, the cloud device management platform is further configured to: A third instruction is sent to the smart device to be diagnosed; the third instruction is used to restore the log printing level of the smart module of the smart device to be diagnosed to the factory level.

6. The remote diagnosis system for smart home appliances according to claim 1, characterized in that: The first data content includes at least one of the number of times the device's software and hardware are restarted, the device's router connection account information, the number of times the device is connected to the cloud device management platform, and the key information of the device's encrypted data; The first diagnostic result includes at least one of no fault, smart module hardware problem, software problem, router configuration problem, network quality problem, and cloud device management platform problem.

7. A remote diagnosis system for smart home appliances according to claim 4, characterized in that: The second data content includes at least one of serial port receiving and sending data between the smart module and the electric control terminal, subscription and publishing information between the smart module and the cloud device management platform, interaction data between the smart module and the electric control terminal, and interaction data between the smart module and the cloud device management platform; The second diagnostic result includes a serial port connection failure between the electronic control terminal and the smart module, and / or a key asynchronization failure between the smart module and the cloud device management platform.

8. The remote diagnosis system for smart home appliances according to claim 1, characterized in that: The cloud device management platform is further configured as follows: Obtaining a registration request sent by a user; the registration request includes the registration region, communication information, device information and identity information of the requester of the smart device; Verifying the registration request, and if the verification is successful, generating an identification code uniquely corresponding to the smart device; Feedback registration completion information to the user end, wherein the registration completion information includes the identification code; and storing a file including the identification code, registration region, communication information, device information and identity information of the requester locally.

9. A remote diagnosis method for smart home appliances, characterized in that: The method comprises: The remote diagnosis platform sends a first query request to the cloud device management platform; the first query request includes an identification code of the smart device to be diagnosed; The cloud device management platform obtains the current mode of the smart device to be diagnosed corresponding to the identification code in response to the first query request; the current mode includes an online mode or an offline mode; if the smart device to be diagnosed is in an online mode, a first instruction is sent to the smart device to be diagnosed to obtain the first data content fed back by the smart device to be diagnosed, and the first data content is sent to the remote diagnosis platform; The remote diagnosis platform generates a first diagnosis result for characterizing a fault of the smart device to be diagnosed according to the first data content; If the first diagnosis result indicates that the smart device to be diagnosed has no faults, the cloud device management platform sends a second query request to the cloud device management platform; The cloud device management platform sends a second instruction to the smart device to be diagnosed in response to the second query request; the second instruction is used to adjust the log printing level of the smart module of the smart device to be diagnosed, so that the smart device to be diagnosed sends the second data content to the cloud device management platform at the adjusted log printing level; the second data content is an operation log with a timestamp; The cloud device management platform sends the second data content to the remote diagnosis platform; The remote diagnosis platform generates a second diagnosis result for characterizing the fault of the smart device to be diagnosed according to the second data content.

Images