Problem processing method and device, vehicle and storage medium

Abstract

The invention provides a problem processing method and device, a vehicle and a storage medium, and the method is applied to the field of vehicles, and comprises the steps: obtaining an abnormal problem fed back by a user for vehicle application software, determining a problem type of the abnormal problem, and if the problem type is a precondition unsatisfied type, determining that the vehicle application software is not satisfied. If yes, precondition checking is executed to obtain a checking result, and problem processing prompt information of the abnormal problem is generated based on the checking result. By analyzing the problems and determining the types of the problems, user description and guidance can be given to some problems of which the types cannot be used due to the fact that preconditions such as the environment are not met in time, a link from problem feedback of the user to solution obtaining is shortened, and the user satisfaction degree is improved.

Description

Technical Field

[0001] The present application relates to the field of vehicles, and more specifically, to a method, a device, a vehicle and a storage medium for handling problems in the field of vehicles. Background Art

[0002] As cars enter an era of rapid development of intelligence, software plays an increasingly important role in cars. After car software is put on the market, it is inevitable to receive a variety of user feedback issues. Usually, it takes a period of time to accumulate these issues before analyzing and discussing them, and finding the causes and solutions to the problems. The entire problem feedback process cycle is relatively long, resulting in users being unable to obtain feedback in a timely manner. Summary of the invention

[0003] The present application provides a problem handling method, device, vehicle and storage medium, which can improve the efficiency of handling user feedback problems to enhance user satisfaction.

[0004] In a first aspect, a problem handling method is provided, the method comprising: obtaining abnormal problems reported by users for vehicle-mounted computer application software, determining the problem type of the abnormal problem, and if the problem type is a precondition not met type, performing a precondition check to obtain a check result, and generating problem handling prompt information for the abnormal problem based on the check result.

[0005] In the above technical scheme, a problem handling method is proposed. In this scheme, the problem type of the abnormal problem reported by the user for the vehicle computer application software is judged, and the precondition check is performed on the abnormal problem of the precondition not being met to obtain the inspection result, so as to provide timely explanation and guidance to the user for some problems that cannot be used due to the failure to meet the preconditions such as the environment, shorten the link from user feedback to obtaining solutions, and improve the user experience.

[0006] In combination with the first aspect, in some possible implementations, the method of obtaining user feedback on abnormal problems with the vehicle-mounted application software, after determining the problem type of the abnormal problem, also includes: if the problem type is not a type in which the precondition is not met, generating a repeated operation prompt message; based on the repeated operation prompt message, collecting the user's operation log, and uploading the operation log.

[0007] In the above technical solution, a solution for handling problems when the abnormal problem is not of the type where the precondition is not met is specifically proposed. In this solution, when the problem type is not of the type where the precondition is not met, a repeated operation prompt message is generated, and the repeated operation prompt message is used to guide the user to repeat the operation for the vehicle-mounted computer application software, and collect the user operation log after displaying the repeated operation prompt message, so as to obtain the log when the user repeats the operation of this (software) functional logic, and upload the operation log to the background system, wherein the operation log is used to analyze the cause of the abnormal problem, thereby greatly reducing the occurrence of problems that cannot be analyzed and located due to incomplete logs, and improving the problem solving rate.

[0008] In combination with the first aspect and the above-mentioned implementation methods, in some possible implementation methods, the collecting of the user's operation log based on the repeated operation prompt information and uploading the operation log include: starting to collect the user's operation log after displaying the start operation guidance information, and stopping collecting the user's operation log in response to a confirmation operation for the end operation guidance information, and uploading the operation log.

[0009] In the above technical solution, a solution for guiding repeated operations is specifically proposed. In this solution, the repeated operation prompt information includes start operation guidance information and end operation guidance information. After the start operation guidance information, the user can start to repeat the software function logic where the abnormal problem occurs. At this time, the user's operation log is collected, and the end operation guidance information can also be displayed. When the user's operation is completed, the end operation guidance information is confirmed, the log collection is stopped, and the operation log is uploaded, so as to ensure that the entire process of the abnormal problem is collected, and improve the accuracy of the operation log.

[0010] In combination with the first aspect and the above-mentioned implementation methods, in some possible implementation methods, the collecting the user's operation log based on the repeated operation prompt information and uploading the operation log includes: collecting the user's operation log and operation video based on the repeated operation prompt information, and uploading the operation log and the operation video.

[0011] In the above technical solution, a solution for collecting user operation videos is proposed. In this solution, the user's operation log and operation video can be collected based on the repeated operation prompt information. By obtaining the operation video, it is easy to confirm the user's operation method of the vehicle computer application software, so that R&D personnel can optimize the operation method of the vehicle computer application software.

[0012] In combination with the first aspect and the above-mentioned implementation methods, in some possible implementation methods, the problem handling prompt information of the abnormal problem is generated based on the inspection result, including: if the inspection result indicates that the precondition is not met, determining the unmet target precondition based on the inspection result; generating the cause information of the abnormal problem and the guidance prompt information based on the target precondition.

[0013] In the above technical solution, a specific implementation process of generating problem handling prompt information is proposed. In this solution, when the inspection result indicates that the precondition is not met, it means that the current abnormal problem occurs because the precondition is not met. It is necessary to determine which specific preconditions are not met based on the inspection results of the preconditions, and use these unmet preconditions as target preconditions. According to the target preconditions, the cause information and guidance prompt information of the abnormal problem are generated. The cause information can indicate that the target precondition is not met. The guidance prompt information is used to prompt the user to perform the correct operation to meet the target precondition, thereby better helping the user solve the problem.

[0014] In combination with the first aspect and the above-mentioned implementation methods, in some possible implementation methods, the problem handling prompt information of the abnormal problem is generated based on the inspection result, including: if the inspection result indicates that the prerequisite is not met and the abnormal problem is a repeated problem, then the problem handling prompt information and repeated operation prompt information of the abnormal problem are generated based on the inspection result; based on the repeated operation prompt information, the user's operation log is collected and the operation log is uploaded.

[0015] In the above technical solution, a confirmation method for whether the vehicle meets the problem handling conditions is proposed. In this solution, when the inspection result indicates that the preconditions are not met and the abnormal problem is a repeated problem, problem handling prompt information and repeated operation prompt information are generated. The problem handling prompt information is used to prompt the user the cause of the problem and the handling method. The repeated operation prompt information is used to guide the user to repeat the operation for the vehicle machine application software. After the repeated operation prompt information is generated, the user's operation log is collected and uploaded. The operation log is used to analyze the cause of the abnormal problem. When the same abnormal problem of the type of unsatisfied preconditions has occurred in the past, and the abnormal problem is the same as the abnormal problem that has not met the preconditions in the past, it means that the abnormal problem is a repeated problem, and the problem encountered by the user may not be solved well by the problem handling prompt information. Therefore, the repeated operation prompt information is generated synchronously, so as to collect the user's operation log after obtaining the problem handling prompt information, so as to assist the R&D personnel in problem analysis and improve the problem handling prompt information of the type of unsatisfied preconditions.

[0016] In combination with the first aspect and the above-mentioned implementation methods, in some possible implementation methods, the abnormal problem with the vehicle-mounted computer application software fed back by users and determining the problem type of the abnormal problem include: opening a problem location page in response to a problem location trigger operation for the vehicle-mounted computer application software; and determining the problem type of the abnormal problem in response to the abnormal problem with user feedback obtained on the problem location page.

[0017] In the above technical scheme, a specific implementation method for obtaining user feedback problems is proposed. Before obtaining the abnormal problems reported by users for the vehicle-mounted computer application software, this scheme can respond to the problem location trigger operation for the vehicle-mounted computer application software and open the problem location page. The problem location trigger operation is used to start the entry for executing the problem location method, that is, the problem location page. The problem location page is used to obtain abnormal problems reported by users. Users can feedback abnormal problems encountered when operating the vehicle-mounted computer application software on the problem location page. By providing a special problem location page, users can determine whether problem location is needed according to actual needs. When the user needs it, the problem location function (page) is opened through a specific trigger operation to avoid false triggering of the function.

[0018] In a second aspect, a problem handling device is provided, the device comprising:

[0019] An acquisition unit, used to acquire abnormal problems reported by users regarding the vehicle computer application software, and determine the problem type of the abnormal problem;

[0020] A processing unit, configured to perform a precondition check to obtain a check result if the problem type is a precondition unsatisfied type;

[0021] A generating unit is used to generate problem handling prompt information of the abnormal problem based on the inspection result.

[0022] In a third aspect, a vehicle is provided, comprising a memory and a processor. The memory is used to store executable program code, and the processor is used to call and run the executable program code from the memory, so that the vehicle executes the method in the first aspect or any possible implementation of the first aspect.

[0023] In a fourth aspect, a computer program product is provided, comprising: a computer program code, which, when executed on a computer, enables the computer to execute the method in the first aspect or any possible implementation of the first aspect.

[0024] In a fifth aspect, a computer-readable storage medium is provided, which stores a computer program code. When the computer program code runs on a computer, the computer executes the method in the above-mentioned first aspect or any possible implementation manner of the first aspect. BRIEF DESCRIPTION OF THE DRAWINGS

[0025] Figure 1 It is a scenario diagram of a problem handling method provided in an embodiment of the present application;

[0026] Figure 2 It is a flowchart of a problem solving method provided by an embodiment of the present application;

[0027] Figure 3 It is a flowchart of a problem solving method provided by an embodiment of the present application;

[0028] Figure 4 It is a flowchart of a problem solving method provided by an embodiment of the present application;

[0029] Figure 5 is an example schematic diagram of a problem solving method provided in an embodiment of the present application;

[0030] Figure 6 is an example schematic diagram of another problem solving method provided in an embodiment of the present application;

[0031] Figure 7 is an example schematic diagram of another problem solving method provided in an embodiment of the present application;

[0032] Figure 8 It is a structural schematic diagram of a problem handling device provided in an embodiment of the present application;

[0033] Fig. 9 is a structural schematic diagram of a vehicle provided in an embodiment of the present application; DETAILED DESCRIPTION

[0034] The technical solution in the present application will be described clearly and in detail below in conjunction with the accompanying drawings. In the description of the embodiments of the present application, unless otherwise specified, " / " means or, for example, A / B can mean A or B: "and / or" in the text is only a description of the association relationship of associated objects, indicating that there can be three relationships, for example, A and / or B can mean: A exists alone, A and B exist at the same time, and B exists alone. In addition, in the description of the embodiments of the present application, "multiple" means two or more than two.

[0035] In the following, the terms "first" and "second" are used for descriptive purposes only and are not to be understood as suggesting or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include one or more of the features.

[0036] Figure 1 It is a scenario diagram of a problem handling method provided in an embodiment of the present application.

[0037] For example, in the related art, when a user encounters some problems (failures) when operating the vehicle's on-board application software, the user can call the customer support number provided by the software or vehicle manufacturer to communicate with the customer service staff about the problem and obtain solutions or further support. In addition, some vehicle software provides detailed user manuals or help documents, and users can check these resources to learn how to correctly report problems and obtain support. However, these methods are more cumbersome and therefore easily reduce user satisfaction.

[0038] Based on the above problems, an embodiment of the present application proposes a problem handling method, which obtains abnormal problems reported by users for vehicle-mounted application software, determines the problem type of the abnormal problem, performs a precondition check on the abnormal problem of the precondition not being met to obtain the inspection result, and generates problem handling prompt information for the user based on the inspection result, so that for some problems that cannot be used due to non-compliance of preconditions such as the environment, timely instructions and guidance can be given to the user, shortening the link from user feedback of the problem to obtaining a solution, thereby improving the user experience.

[0039] based on Figure 1 The scene shown is shown below. Figure 2-Figure 6 , the problem solving method provided in the embodiment of the present application is introduced in detail.

[0040] See also Figure 2 , which is a flowchart of a problem solving method provided in the embodiment of the present application. Figure 2 As shown, the method of the embodiment of the present application may include the following steps S101-S103.

[0041] S101, obtaining abnormal problems with vehicle computer application software reported by users, and determining the problem type of the abnormal problems;

[0042] In one embodiment, after the application software is installed in the vehicle's on-board system, if the user encounters operation failure, abnormal operation, etc. during use, the abnormal problem can be fed back to the vehicle (on-board system). The on-board application software mainly refers to the native applications in the on-board system, such as system settings, weather, calendar, map and other software functions. Exemplarily, the application software or the on-board system can provide a built-in feedback function, through which the user can directly report the problem, attach screenshots or descriptions, and facilitate rapid location and resolution of the problem. When the user reports an abnormal problem, he can enter a detailed description of the problem encountered, such as the background, specific manifestations, and frequency of occurrence of the problem. If the application crashes or an error code appears, describe the operating steps, error codes or messages of the application before the crash. In order to improve the efficiency of problem solving, the user can briefly enter a problem description, such as the name of the problem, without too detailed a description. In addition, the user can report abnormal problems through voice commands and other methods.

[0043] When the vehicle obtains an abnormal problem, the problem type of the abnormal problem is determined. Specifically, the problem type can be divided into the precondition unsatisfied type and other types. Different problem handling solutions can be adopted for different problem types.

[0044] In a feasible implementation, common user questions and corresponding problem description information can be collected in advance, and the common user questions can be analyzed to confirm the type of each question, and a question library that meets the type of preconditions not met can be generated, so as to determine whether the abnormal problem is a precondition not met type stored in the question library by comparing the acquired abnormal problem with the question library. It can be understood that the precondition not met type means that the reason for the problem of the vehicle-mounted computer application is that the preconditions are not met. For example, the way to generate the question library can be: according to the acquired common user questions and the corresponding problem description information, determine the vehicle-mounted computer function (application) where the problem occurs, and determine whether the vehicle-mounted computer function has implementation dependency conditions, that is, preconditions. Usually, the conditions that the function depends on are pre-configured by the developer. Taking the vehicle-mounted computer weather application as an example, the most important and user-concerned thing is to obtain the weather data of the current location city. The problem that users report the most is also the problem that the weather of the current location city cannot be loaded. For weather applications, the entire loading process includes obtaining positioning and requesting network interfaces. The positioning is usually obtained by taking the system's native GPS longitude and latitude, and requesting network interfaces usually requires two-way authentication. Therefore, the successful loading itself depends on some preconditions, such as whether the GPS positioning function is normal, whether the network is normal, whether the certificate two-way authentication is normal, etc. In addition, other application software may have abnormal problems because other preconditions are not met, such as the account is not logged in, etc.

[0045] If there are prerequisites for the function implementation, the obtained problem description information will be matched with the prerequisites, and the prerequisites associated with the problem description information will be further determined. The problem, the problem description information of the problem and the associated prerequisites will be stored in the problem library and marked as the type of unmet prerequisites.

[0046] If there are no dependent conditions for the function implementation, then the abnormal problem is of other types, that is, it is not a type where the prerequisite is not met, and the problem is stored in a problem library of other types.

[0047] After obtaining the abnormal question, the abnormal question can be compared with the question library. In a feasible implementation, the question name of the abnormal question and the question description information of the abnormal question can be text-matched with the name and question description of the question stored in the question library. If the abnormal question matches the pre-stored questions in the question library, it is determined that the abnormal question is a type in which the precondition is not met; if the abnormal question does not match the pre-stored questions in the question library, the abnormal question is of other types.

[0048] Exemplarily, the user feedback problem obtained is "The weather of the city being currently located cannot be loaded", and the problem is matched with the names of each problem in the question library of the precondition not met type. If there is a problem matching "The weather of the city being currently located cannot be loaded" in the question library, then the problem type of "The weather of the city being currently located cannot be loaded" is determined to be "Precondition not met type".

[0049] As another example, the user feedback problem is "the weather app crashes when opened". If there is no problem matching "the weather app crashes" in the question library, the problem type of this problem is "other type", which may be caused by a malfunction of the application itself.

[0050] As another example, the user feedback problem obtained is "The background of the problem was seeing a prompt that the GPS signal was weak, and then opening the weather application to find that the weather data for the current location could not be displayed." Through the semantic understanding algorithm, it is determined that the problem is that the weather data for the current location cannot be displayed and is related to the normal use of the GPS function, which is a prerequisite for the use of the weather function. Then the problem type of this problem is determined to be "precondition not met type."

[0051] S102, if the problem type is a precondition not met type, perform a precondition check to obtain a check result;

[0052] In one embodiment, if the problem type is a precondition unsatisfied type, the preconditions for the implementation of the function corresponding to the abnormal problem can be determined, and a precondition check can be performed to obtain the check result. In a feasible implementation, the preconditions of each precondition unsatisfied type problem can be pre-configured. After the abnormal problem is determined to be a precondition unsatisfied type, the preconditions corresponding to the abnormal problem can be obtained, and the vehicle system can be controlled to perform detection. Taking the problem that the weather in the current location city cannot be loaded as an example, the problem that the weather in the current location city cannot be loaded is a precondition unsatisfied type. The precondition check can include checking whether the GPS positioning function is normal, whether the network is normal, and whether the certificate two-way authentication is normal. It should be noted that the preconditions of different application software are different. Different application software can set different common problems and preconditions according to their own conditions. The problem library that does not meet the preconditions is generated according to the set common problems, and the preconditions corresponding to each problem are stored.

[0053] S103: Generate problem handling prompt information for the abnormal problem based on the inspection result.

[0054] In one embodiment, the inspection result includes detailed information on whether the vehicle meets the preconditions, for example, which preconditions are met, which preconditions are not met, and the reason for not meeting the preconditions. Based on the inspection result, the user can be fed back with problem handling prompt information of the abnormal problem, and the problem handling prompt information may include prompts on how to solve the problem and a prompt light on the cause of the problem. For example, if the vehicle is located in a basement and cannot obtain GPS, resulting in the inability to load weather, the problem handling prompt information may first give the user a prompt message that the GPS signal is weak on the vehicle side, and guide the user to an open area outdoors to reload the weather and other prompt information.

[0055] In the embodiment of the present application, by obtaining the abnormal problem reported by the user for the vehicle machine application software, the problem type of the abnormal problem is determined. If the problem type is a type where the precondition is not met, the precondition check is performed to obtain the check result, and the problem handling prompt information of the abnormal problem is generated based on the check result. By analyzing the problem and determining the type of the problem, it is possible to provide timely user instructions and guidance for some problems that cannot be used due to the preconditions such as the environment not being met, shortening the link from user feedback to obtaining solutions, and improving user satisfaction.

[0056] See also Figure 3 , Figure 3 is a flow chart of another problem solving method provided by an embodiment of the present application. Figure 3 As shown, the method of the embodiment of the present application may include the following steps S201-S205.

[0057] S201, obtaining abnormal problems reported by users for vehicle computer application software, and determining the problem type of the abnormal problems;

[0058] S202, if the problem type is a precondition not met type, perform a precondition check to obtain a check result;

[0059] For details, please refer to steps S101-102 in the above-mentioned embodiment of the specification, which will not be described in detail here.

[0060] S203, generating problem handling prompt information of the abnormal problem based on the inspection result;

[0061] In one embodiment, after obtaining the inspection result, a problem handling prompt information of the abnormal problem is generated according to the inspection result. For example, the problem handling prompt information may be "the current state of the vehicle does not meet the execution condition of the XX function", so that the user knows the cause of the abnormal problem. Further, the user may be shown "please execute XX before you can use the XX function", and the user is guided to meet the preconditions so that the user knows how to solve the abnormal problem.

[0062] Further, in one embodiment, the method of the embodiment of the present application may include the following steps S2031-S2032:

[0063] S2031, if the inspection result indicates that the precondition is not met, determining the unmet target precondition based on the inspection result;

[0064] Specifically, when the inspection result indicates that the preconditions are not met, it means that the current abnormal problem occurs because the preconditions are not met. It is necessary to determine which preconditions are not met based on the inspection results of the preconditions, and use these unmet preconditions as target preconditions.

[0065] S2032: Generate the cause information of the abnormal problem and guidance prompt information based on the target precondition.

[0066] Specifically, the cause information of the abnormal problem and the guidance prompt information are generated according to the target precondition, the cause information is used to indicate that the target precondition is not met and thus the abnormality occurs, and the guidance prompt information is used to prompt the user to perform the correct operation to meet the target precondition, thereby better helping the user solve the problem. For example, the abnormal problem is "map loading failed", the cause information is "account not logged in", and the guidance prompt information is "please log in to the account on the homepage".

[0067] S204, if the problem type is not a type where the precondition is not met, generating a repeated operation prompt message;

[0068] In one embodiment, when the problem type is not a type where the precondition is not met, that is, the problem type is other types, a repeated operation prompt message is generated, and the repeated operation prompt message is used to guide the user to repeat the operation for the vehicle computer application software. It is understandable that, for example, a button cannot be clicked, or a function cannot be used. The abnormality may not be due to the failure to meet the precondition, or the normal use of these functions does not depend on the precondition. Therefore, these problems require log analysis to confirm the cause and solution, but the log capacity stored in the vehicle computer is limited. When extracting the vehicle computer log, it is very likely that the log has been overwritten at the time when the problem occurred, resulting in the inability to accurately extract the log at the time of the problem and thus unable to analyze and locate the problem. Therefore, the user can be guided to repeat the operation of this function logic and collect the operation log.

[0069] S205, collecting the user's operation log based on the repeated operation prompt information, and uploading the operation log;

[0070] In one embodiment, the user operation log after the repeated operation prompt information is displayed is collected, so that the log when the user repeatedly operates this (software) function logic can be obtained, and the operation log is uploaded to the background system, where the operation log is used to analyze the cause of the abnormal problem, thereby greatly reducing the occurrence of problems that cannot be analyzed and located due to incomplete logs, and improving the problem solving rate.

[0071] Further, in one embodiment, the repeated operation prompt information includes start operation guidance information and end operation guidance information, and the collecting of the user's operation log based on the repeated operation prompt information and uploading of the operation log include:

[0072] S2051, after displaying the start operation guidance information, start collecting the user's operation log;

[0073] Specifically, after the start operation guidance information is displayed, the user can start to repeatedly execute the software function logic with the abnormal problem, and the vehicle starts to collect the user's operation log. Exemplarily, the start operation guidance information can be "Please start the operation again now."

[0074] S2052: In response to the confirmation operation for the end operation guidance information, stop collecting the user's operation log and upload the operation log.

[0075] Specifically, the end operation guidance information is displayed, and when the user completes the operation, the end operation guidance information is confirmed, the log collection is stopped, and the operation log is uploaded, so as to ensure that the entire process of the abnormal problem is collected and improve the accuracy of the operation log. Exemplary, the end operation guidance information can be "Please click 'Confirm' after the operation is completed."

[0076] Further, in one embodiment, collecting the user's operation log based on the repeated operation prompt information and uploading the operation log includes:

[0077] S2053: Collect the operation log and operation video of the user based on the repeated operation prompt information, and upload the operation log and the operation video.

[0078] Specifically, based on the repeated operation prompt information, the user's operation log and operation video can be collected. By obtaining the operation video, it is easy to confirm the user's operation method of the vehicle computer application software, so that R&D personnel can optimize the operation method of the vehicle computer application software. The repeated operation prompt information may include instructions for the user to perform the operation, such as "Please perform the operation process of the abnormal problem again", "We will collect the operation log and operation video of the whole process", etc.

[0079] In the embodiment of the present application, by obtaining abnormal problems reported by users for the vehicle-mounted computer application software, the problem type of the abnormal problem is determined. If the problem type is a type where the precondition is not met, a precondition check is performed to obtain the check result, and a problem handling prompt information for the abnormal problem is generated based on the check result. If the problem type is not a type where the precondition is not met, a repeated operation prompt information is generated, and the user's operation log is collected based on the repeated operation prompt information, and the operation log is uploaded. By classifying the abnormal problems reported by users and proposing solutions to different types of problems, the efficiency of solving common problems is improved. For problems that are difficult to solve, it is possible to ensure that the log information when the problem occurs is collected, which makes it easier for R&D personnel to analyze and confirm the cause of the problem.

[0080] See also Figure 4 , Figure 4 is a flow chart of another problem solving method provided by an embodiment of the present application. Figure 4 As shown, the method of the embodiment of the present application may include the following steps S301-S305.

[0081] S301, in response to a problem location triggering operation for the vehicle computer application software, opening a problem location page;

[0082] In one embodiment, before obtaining the abnormal problems reported by the user for the vehicle-mounted computer application software, the problem location page can be opened in response to the user's problem location trigger operation for the vehicle-mounted computer application software. The problem location trigger operation is used to start the entry for executing the problem location method, that is, the problem location page. Exemplarily, the problem location trigger operation can be various ways such as clicking the application title 10 times, double-clicking, and long pressing. The problem location page is used to obtain abnormal problems reported by users. Users can feedback abnormal problems encountered when operating the vehicle-mounted computer application software in the problem location page. For example, the problem location page can be used for users to enter or select the problems encountered. After the user enters the abnormal problem, buttons such as "Confirm" or "Submit" can also be provided to the user. Optionally, the problem location page can also provide preset problem categories (such as "functional failure", "interface problem", "performance problem", etc.), and users can select the category that best suits their problem, so as to quickly find the specific problem that the user needs to feedback under the problem category.

[0083] S302, in response to the abnormal problem reported by the user obtained on the problem location page, determining the problem type of the abnormal problem;

[0084] In one embodiment, after obtaining an abnormal problem reported by a user through a problem location page, the problem type of the abnormal problem is determined.

[0085] S303, if the problem type is a precondition unsatisfied type, perform a precondition check to obtain a check result;

[0086] For details, please refer to step S102 in the above-mentioned embodiment of the specification, which will not be described in detail here.

[0087] S304, if the inspection result indicates that the precondition is not met and the abnormal problem is a repeated problem, generating problem handling prompt information and repeated operation prompt information of the abnormal problem based on the inspection result;

[0088] S305: Collect the user's operation log based on the repeated operation prompt information, and upload the operation log; the operation log is used to analyze the cause of the abnormal problem.

[0089] In one embodiment, if the check result indicates that the precondition is not met and the abnormal problem is a repeated problem, repeated operation prompt information is generated while generating the problem handling prompt information. When the abnormal problem is the same as the abnormal problem that has occurred in the past, and the precondition that is not met with the abnormal problem that has occurred in the past is also the same, it means that the abnormal problem is a repeated problem, indicating that the problem encountered by the user cannot be solved well through the problem handling prompt information in the past. Therefore, repeated operation prompt information is generated synchronously to prompt the user to repeat the operation logic of the abnormal problem, so as to collect the user's operation log after obtaining the problem handling prompt information, so as to allow R&D personnel to judge whether the problem handling prompt information can help the user solve the problem, and improve the problem handling prompt information of the type where the precondition is not met. Exemplary, when the vehicle first receives user feedback that the weather in the currently located city cannot be loaded, it is determined that the problem is a type of precondition not met, the vehicle is checked for preconditions, and a problem handling prompt message of "GPS signal is weak, please move to an open area outdoors" is generated based on the check results. The operations performed after the problem handling prompt message is displayed can be monitored to determine whether the user follows the instructions. However, this method may collect too much user information and consume resources. Therefore, after generating the problem handling prompt message, if the problem of the currently located city weather cannot be loaded is received again, it can be determined whether the problem is caused by the same precondition not being met as the first time. If so, the problem is a repeated problem. On the one hand, the prompt "GPS signal is weak, please move to an open area outdoors" can continue to be displayed, and on the other hand, a repeated operation prompt message "Please try to load the weather again" is generated, and the operation log after the generation of the repeated operation prompt message is recorded to determine whether the repeated problem is caused by the user not following the prompt or the repeated problem is caused by other vehicle problems, thereby reducing the recurrence of abnormal problems and further improving the user experience.

[0090] See also Figure 5 , Figure 5 An example schematic diagram of a problem solving method provided in an embodiment of the present application is shown as follows: Figure 5 As shown, in response to a problem location trigger operation for the vehicle-mounted computer application software, after the problem location page is opened, in response to the abnormal problem reported by the user obtained on the problem location page, the problem type of the abnormal problem is determined to be other types, and a repeated operation prompt message is generated to obtain the user's operation log.

[0091] See also Figure 6 , Figure 6 An example schematic diagram of another problem solving method provided in an embodiment of the present application, such as Figure 6As shown, in response to the problem location trigger operation for the vehicle-mounted computer application software, after the problem location page is opened, in response to the abnormal problem reported by the user obtained on the problem location page, the problem type of the abnormal problem is determined to be a precondition not met type, and a precondition check is performed. If the check result indicates that the precondition is not met, a problem handling prompt message is generated.

[0092] See also Figure 7 , Figure 7 An example schematic diagram of another problem solving method provided in an embodiment of the present application, such as Figure 7 As shown, in response to a problem location trigger operation for the vehicle-mounted application software, after the problem location page is opened, in response to the abnormal problem reported by the user obtained on the problem location page, the problem type of the abnormal problem is determined to be a precondition not met type. If the inspection result indicates that the precondition is not met and the abnormal problem is a repeated problem, problem handling prompt information and repeated operation prompt information of the abnormal problem are generated based on the inspection result.

[0093] In the embodiment of the present application, by responding to the problem location trigger operation for the vehicle machine application software, the problem location page is opened, and in response to the abnormal problem reported by the user obtained by the problem location page, the problem type of the abnormal problem is determined. If the problem type is a precondition unsatisfied type, the precondition check is performed to obtain the check result. If the check result indicates that the precondition is not met and the abnormal problem is a repeated problem, the problem handling prompt information and repeated operation prompt information of the abnormal problem are generated based on the check result, and the user's operation log is collected based on the repeated operation prompt information, and the operation log is uploaded. A special problem location page is provided, and the user can determine whether to locate the problem according to actual needs. When the user needs it, the problem location function is opened through a specific trigger operation. In addition, when the abnormal problem is a repeated problem, the repeated operation prompt information is generated synchronously, so as to collect the user's operation log after obtaining the problem handling prompt information, so as to provide R&D personnel with assistance in problem analysis, and to improve the problem handling prompt information of the precondition unsatisfied type.

[0094] based on Figure 1 The following is a schematic diagram of the scene. Figure 8 , the problem handling device provided in the embodiment of the present application is introduced in detail. It should be noted that, Figure 8 The problem handling device in the present application is used to execute Figure 2-Figure 7 For the convenience of explanation, only the part related to the embodiment of the present application is shown. For the specific technical details not disclosed, please refer to the present application. Figure 2-Figure 7 The embodiment shown.

[0095] See also Figure 8, which shows a schematic diagram of the structure of a problem handling device provided by an exemplary embodiment of the present specification. The problem handling device can be implemented as all or part of a device through software, hardware or a combination of both. The device 1 includes an acquisition unit 11, a processing unit 12 and a generation unit 13.

[0096] An acquisition unit 11 is used to acquire abnormal problems reported by users for vehicle computer application software and determine the problem type of the abnormal problem;

[0097] The processing unit 12 is used for performing a precondition check to obtain a check result if the problem type is a precondition unsatisfied type;

[0098] The generating unit 13 is used to generate problem handling prompt information of the abnormal problem based on the inspection result.

[0099] Optionally, the processing unit 12 is further configured to generate a repeated operation prompt message if the problem type is not a precondition unsatisfied type; the repeated operation prompt message is used to guide the user to repeatedly perform the operation on the vehicle computer application software;

[0100] Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

[0101] Optionally, the repeated operation prompt information includes start operation guidance information and end operation guidance information, and the processing unit 12 is specifically configured to start collecting the user's operation log after displaying the start operation guidance information;

[0102] In response to the confirmation operation for the end operation guidance information, the collection of the user's operation log is stopped, and the operation log is uploaded.

[0103] Optionally, the processing unit 12 is specifically configured to collect the operation log and the operation video of the user based on the repeated operation prompt information, and upload the operation log and the operation video.

[0104] Optionally, the generating unit 13 is specifically configured to determine the unsatisfied target precondition based on the inspection result if the inspection result indicates that the precondition is not satisfied;

[0105] The cause information of the abnormal problem and guidance prompt information are generated based on the target precondition; the guidance prompt information is used to prompt the user to perform correct operations to meet the target precondition.

[0106] Optionally, the generating unit 13 is specifically configured to generate problem handling prompt information and repeated operation prompt information of the abnormal problem based on the inspection result if the inspection result indicates that the precondition is not met and the abnormal problem is a repeated problem; the repeated operation prompt information is used to guide the user to repeatedly perform the operation on the vehicle computer application software;

[0107] Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

[0108] Optionally, the acquisition unit 11 is specifically used to respond to a problem location triggering operation for the vehicle computer application software and open a problem location page; the problem location page is used to obtain abnormal problems reported by users;

[0109] In response to the abnormal problem reported by the user obtained through the problem location page, the problem type of the abnormal problem is determined.

[0110] The above-mentioned sequence numbers of the embodiments of the present application are only for description and do not represent the advantages and disadvantages of the embodiments. In some cases, the actions or steps recorded in the embodiments of the present application can be performed in an order different from that in the embodiments and can still achieve the desired results. In addition, the process depicted in the accompanying drawings does not necessarily require the specific order or continuous order shown to achieve the desired results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

[0111] See also Fig. 9 , which is a schematic diagram of the structure of a vehicle provided in the embodiment of the present application. Fig. 9 As shown, the vehicle 500 includes a processor 501 and a memory 502. The processor 501 is electrically connected to the memory 502.

[0112] The processor 501 is the control center of the vehicle 500 and may include one or more processing cores. The processor 501 uses various interfaces and lines to connect various parts of the entire vehicle 500, and executes various functions and processes data of the vehicle 500 by running or calling computer programs stored in the memory 502, and calling data stored in the memory 502, so as to control the vehicle 500 as a whole. Optionally, the processor 501 may be implemented in at least one hardware form of digital signal processing (DSP), field programmable gate array (FPGA), and programmable logic array (PLA). The processor 501 may integrate one or a combination of CPU, graphics processing unit (GPU), modem, etc. Among them, the CPU mainly processes the operating system, user pages, and applications; the GPU is responsible for rendering and drawing display content; and the modem is used to process wireless communications. It is understandable that the above-mentioned modem may not be integrated into the processor 501, but may be implemented separately through a communication chip.

[0113] The memory 502 can be used to store software programs and modules, and the processor 501 executes various functional applications and data processing by running the computer programs and modules stored in the memory 502. The memory 502 can mainly include a program storage area and a data storage area, wherein the program storage area can store an operating system, a computer program required for at least one function, etc.; the data storage area can store data created according to the use of the vehicle 500, etc.

[0114] In addition, the memory 502 may include a high-speed random access memory, and may also include a non-volatile memory, such as at least one disk storage device, a flash memory device, or other volatile solid-state storage device. Accordingly, the memory 502 may also include a memory controller to provide the processor 501 with access to the memory 502.

[0115] In this embodiment, the processor 501 in the vehicle 500 loads instructions corresponding to the processes of one or more computer programs into the memory 502 according to the following steps, and the processor 501 runs the computer program stored in the memory 502 to implement various functions, as follows:

[0116] Obtaining abnormal problems with vehicle computer application software reported by users, and determining the problem type of the abnormal problem;

[0117] If the problem type is a precondition unsatisfied type, then the precondition check is performed to obtain a check result;

[0118] Generate problem handling prompt information for the abnormal problem based on the inspection result.

[0119] Optionally, the processor 501 may further execute:

[0120] If the problem type is not a type where the precondition is not met, generating a repeated operation prompt message; the repeated operation prompt message is used to guide the user to repeatedly perform the operation on the vehicle computer application software;

[0121] Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

[0122] Optionally, the repeated operation prompt information includes start operation guidance information and end operation guidance information. When the processor 501 collects the user's operation log based on the repeated operation prompt information and uploads the operation log, it specifically performs:

[0123] After displaying the start operation guidance information, start collecting the user's operation log;

[0124] In response to the confirmation operation for the end operation guidance information, the collection of the user's operation log is stopped, and the operation log is uploaded.

[0125] Optionally, when collecting the operation log of the user based on the repeated operation prompt information and uploading the operation log, the processor 501 specifically performs:

[0126] Based on the repeated operation prompt information, the operation log and the operation video of the user are collected, and the operation log and the operation video are uploaded.

[0127] Optionally, when the processor 501 generates the problem handling prompt information of the abnormal problem based on the inspection result, it specifically performs:

[0128] If the inspection result indicates that the precondition is not satisfied, determining the unsatisfied target precondition based on the inspection result;

[0129] The cause information of the abnormal problem and guidance prompt information are generated based on the target precondition; the guidance prompt information is used to prompt the user to perform correct operations to meet the target precondition.

[0130] Optionally, when the processor 501 generates the problem handling prompt information of the abnormal problem based on the inspection result, it specifically performs:

[0131] If the inspection result indicates that the precondition is not met and the abnormal problem is a repeated problem, problem handling prompt information and repeated operation prompt information of the abnormal problem are generated based on the inspection result; the repeated operation prompt information is used to guide the user to repeatedly perform the operation on the vehicle computer application software;

[0132] Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

[0133] Optionally, when the processor 501 obtains the abnormal problem of the vehicle computer application software fed back by the user and determines the problem type of the abnormal problem, the processor 501 specifically performs:

[0134] In response to a problem location triggering operation for the vehicle computer application software, a problem location page is opened; the problem location page is used to obtain abnormal problems reported by users;

[0135] In response to the abnormal problem reported by the user obtained through the problem location page, the problem type of the abnormal problem is determined.

[0136] In addition, the device provided in the embodiment of the present application can specifically be a chip, component or module, and the chip may include a connected processor and memory; wherein the memory is used to store instructions, and when the processor calls and executes the instructions, the chip can execute a problem handling method provided in the above embodiment.

[0137] An embodiment of the present application also provides a computer-readable storage medium, in which a computer program code is stored. When the computer program code is executed on a computer, the computer executes the above-mentioned related method steps to implement a problem handling method provided in the above-mentioned embodiment.

[0138] This embodiment also provides a computer program product. When the computer program product runs on a computer, it enables the computer to execute the above-mentioned related steps to implement a problem handling method provided by the above embodiment.

[0139] Among them, the device, computer-readable storage medium, computer program product or chip provided in this embodiment is used to execute the corresponding method provided above. Therefore, the beneficial effects that can be achieved can refer to the beneficial effects in the corresponding method provided above, and will not be repeated here.

[0140] Through the description of the above implementation methods, technical personnel in the relevant field can understand that for the convenience and simplicity of description, only the division of the above-mentioned functional modules is used as an example. In actual applications, the above-mentioned functions can be assigned to different functional modules as needed, that is, the internal structure of the device can be divided into different functional modules to complete all or part of the functions described above.

[0141] In the embodiments provided in the present application, it should be understood that the disclosed devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic, for example, the division of modules or units is only a logical function division, and there may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another device, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, which can be electrical, mechanical or other forms.

[0142] The above contents are only specific implementation methods of the present application, but the protection scope of the present application is not limited thereto. Any technician familiar with the technical field can easily think of changes or substitutions within the technical scope disclosed in the present application, which should be covered by the protection scope of the present application.

Claims

1. A problem solving method, characterized in that: The method comprises: Obtaining abnormal problems with vehicle computer application software reported by users, and determining the problem type of the abnormal problem; If the problem type is a precondition unsatisfied type, then the precondition check is performed to obtain a check result; Generate problem handling prompt information for the abnormal problem based on the inspection result.

2. The method according to claim 1, characterized in that After obtaining the abnormal problem reported by the user for the vehicle computer application software and determining the problem type of the abnormal problem, the method further includes: If the problem type is not a type where the precondition is not met, generating a repeated operation prompt message; the repeated operation prompt message is used to guide the user to repeatedly perform the operation on the vehicle computer application software; Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

3. The method according to claim 2, characterized in that The repeated operation prompt information includes start operation guidance information and end operation guidance information; The collecting the user's operation log based on the repeated operation prompt information and uploading the operation log includes: After displaying the start operation guidance information, start collecting the user's operation log; In response to the confirmation operation for the end operation guidance information, the collection of the user's operation log is stopped, and the operation log is uploaded.

4. The method according to claim 2, characterized in that: The collecting the user's operation log based on the repeated operation prompt information and uploading the operation log includes: Based on the repeated operation prompt information, the operation log and the operation video of the user are collected, and the operation log and the operation video are uploaded.

5. The method according to claim 1, characterized in that The generating of problem handling prompt information of the abnormal problem based on the inspection result includes: If the inspection result indicates that the precondition is not satisfied, determining the unsatisfied target precondition based on the inspection result; The cause information of the abnormal problem and guidance prompt information are generated based on the target precondition; the guidance prompt information is used to prompt the user to perform correct operations to meet the target precondition.

6. The method according to claim 1, characterized in that The generating of problem handling prompt information of the abnormal problem based on the inspection result includes: If the inspection result indicates that the precondition is not met and the abnormal problem is a repeated problem, problem handling prompt information and repeated operation prompt information of the abnormal problem are generated based on the inspection result; the repeated operation prompt information is used to guide the user to repeatedly perform the operation on the vehicle computer application software; Based on the repeated operation prompt information, the user's operation log is collected and uploaded; the operation log is used to analyze the cause of the abnormal problem.

7. The method according to claim 1, characterized in that The obtaining of abnormal problems reported by users for vehicle computer application software and determining the problem type of the abnormal problems include: In response to a problem location triggering operation for the vehicle computer application software, a problem location page is opened; the problem location page is used to obtain abnormal problems reported by users; In response to the abnormal problem reported by the user obtained through the problem location page, the problem type of the abnormal problem is determined.

8. A problem handling device, characterized in that: The device comprises: An acquisition unit, used to acquire abnormal problems reported by users regarding the vehicle computer application software, and determine the problem type of the abnormal problem; A processing unit, configured to perform a precondition check to obtain a check result if the problem type is a precondition unsatisfied type; A generating unit is used to generate problem handling prompt information of the abnormal problem based on the inspection result.

9. A vehicle, characterized in that: The vehicle comprises: A memory for storing executable program codes; A processor, configured to call and run the executable program code from the memory, so that the vehicle executes the method according to any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed, the method according to any one of claims 1 to 7 is implemented.

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