Home appliance exception handling method and device, home appliance and medium

Abstract

The invention relates to the technical field of intelligent household appliances, in particular to a household appliance exception handling method and device, a household appliance and a medium. The technical problem that normal use of the user is affected due to the fact that the user frequently requests for repair to after-sales personnel after the household appliance is abnormal is solved. The method comprises the steps of monitoring and obtaining a current operation stage of the household appliance and current state information of the current operation stage, if it is determined that the current state information is different from normal state information, pausing operation, restarting the current operation stage, and monitoring state information after restarting operation in the current operation stage; if it is determined that the state information after restarting operation is different from the normal state information, fault information matched with the state information after restarting operation is obtained; and if the fault detection condition matched with the fault information and the current operation stage exists, performing fault detection processing on the household appliance according to the matched fault detection condition, and obtaining a detection result.

Description

Technical Field

[0001] The present invention relates to the technical field of smart home appliances, and in particular to a method and device for handling exceptions in home appliances, home appliances and a medium. Background Art

[0002] During the operation of the home appliance, if an abnormality occurs in the home appliance, the home appliance will stop running and use a buzzer to alarm. At the same time, the abnormality code will be displayed on the panel of the home appliance. The user can then make an appointment for maintenance personnel to come to the home for repair.

[0003] However, in many cases, abnormalities that occur during the operation of home appliances are caused by changes in the usage environment or user misoperation. Although the abnormality is not a fault of the home appliance, the user is unable to eliminate the fault, causing the user to frequently report repairs to after-sales personnel, which in turn affects the user's normal use. Summary of the invention

[0004] In order to solve the above-mentioned problem, that is, in most cases, the abnormalities occurring during the operation of home appliances are not the faults of the home appliances, but since users are unable to eliminate the faults, users frequently report repairs to after-sales personnel, which in turn affects the normal use of users. This application provides a method, device, home appliance and medium for handling abnormalities in home appliances.

[0005] In a first aspect, an embodiment of the present application provides a method for handling an abnormality of a household appliance, the method comprising:

[0006] Monitoring and acquiring the current operation stage of the household appliance and current state information of the current operation stage, and determining whether the current state information is the same as the normal state information corresponding to the current operation stage;

[0007] If it is determined that the current state information is different from the normal state information, pausing the operation and restarting the current operation phase, and monitoring and obtaining the state information of the current operation phase after restarting the operation, so as to determine whether the state information after restarting the operation is the same as the normal state information;

[0008] If it is determined that the state information after the restart operation is different from the normal state information, acquiring fault information matching the state information after the restart operation;

[0009] Determine whether there is a fault detection condition that matches the fault information and the current operating stage. If there is a fault detection condition that matches the fault information and the current operating stage, perform fault detection processing on the home appliance according to the matching fault detection condition and obtain a detection result.

[0010] In the preferred technical solution of the above-mentioned method for handling an abnormality of a household appliance, if there is a fault detection condition matching the fault information and the current operation stage, performing fault detection processing according to the matching fault detection condition to obtain a detection result includes:

[0011] If there is a fault detection condition that matches the fault information and the current operation stage, and the fault detection condition includes an item, a notification is sent to add an item reminder message, and after detecting that the item is in the home appliance, a fault detection process is performed on the home appliance, and a detection result is obtained;

[0012] or,

[0013] If there is a fault detection condition matching the fault information and the current operation stage, and the fault detection condition includes a delay flag, then obtaining idle time according to the user's historical usage habits, and when monitoring the current time to be the idle time, performing fault detection processing on the home appliance and obtaining a detection result;

[0014] or,

[0015] If there is a fault detection condition that matches the fault information and the current operating stage, and the fault detection condition includes the item and the delay flag, the idle time is obtained according to the user's historical usage habits, and after monitoring the current time as the idle time and detecting that the item is in the home appliance, fault detection processing is performed on the home appliance and a detection result is obtained.

[0016] In the preferred technical solution of the above-mentioned method for handling an abnormality of a household appliance, the method further includes:

[0017] If there is no fault detection condition matching the fault information and the current operation stage, determining whether the fault information belongs to a human elimination type or a non-human elimination type;

[0018] If it is determined that the fault information is of a non-human elimination type, performing fault detection processing on the home appliance and obtaining a detection result;

[0019] or,

[0020] If it is determined that the fault information is of a manual troubleshooting type, a troubleshooting solution matching the fault information is obtained, and the troubleshooting solution is sent to a user terminal or displayed.

[0021] In the preferred technical solution of the above-mentioned method for handling an abnormality of a household appliance, after performing fault detection on the household appliance, the method further includes:

[0022] If it is determined that the detection result is obtained within the first preset time, determining whether the detection result includes the fault information;

[0023] If it is determined that the fault detection result includes the fault information, the fault information is sent to an after-sales terminal or the fault information is displayed.

[0024] In the preferred technical solution of the above-mentioned method for handling an abnormality of a household appliance, the method further includes:

[0025] If it is determined that the fault detection result does not include the fault information, monitoring the number of detection results that include the fault information in the historical detection results;

[0026] If it is determined that the number is greater than a preset number threshold, the fault information is sent to an after-sales terminal or the fault information is displayed.

[0027] In the preferred technical solution of the above-mentioned method for handling an abnormality of a household appliance, it also includes:

[0028] If it is determined that the detection result is not obtained within the first preset time, performing fault detection on the home appliance again;

[0029] If it is determined that the home appliance is subjected to fault detection again to obtain the detection result, the detection result is sent to an after-sales terminal or the detection result is displayed.

[0030] In a second aspect, an embodiment of the present application provides an abnormality handling device for a home appliance, comprising:

[0031] an acquisition module, used to monitor and acquire the current operation stage of the household appliance and the current state information of the current operation stage, and determine whether the current state information is the same as the normal state information corresponding to the current operation stage;

[0032] a processing module, configured to, if it is determined that the current state information is different from the normal state information, suspend the operation and restart the current operation phase, and monitor and obtain the state information of the current operation phase after the restart operation, so as to determine whether the state information after the restart operation is the same as the normal state information;

[0033] The processing module is further configured to obtain fault information matching the state information after the restart operation if it is determined that the state information after the restart operation is different from the normal state information;

[0034] The processing module is also used to determine whether there is a fault detection condition that matches the fault information and the current operating stage. If there is a fault detection condition that matches the fault information and the current operating stage, fault detection processing is performed on the home appliance according to the matching fault detection condition, and the detection result is obtained.

[0035] In a third aspect, an embodiment of the present application provides a home appliance, including: at least one processor and a memory;

[0036] The memory stores computer-executable instructions;

[0037] The at least one processor executes the computer-executable instructions stored in the memory, so that the at least one processor executes the method for handling an exception of a household appliance as described in any one of the first aspects.

[0038] In a fourth aspect, an embodiment of the present application provides a home appliance, including: a home appliance body, and a controller and a status information collection device arranged in the home appliance body;

[0039] Wherein, the controller is used to execute the abnormality handling method of a household appliance as described in any one of claims 1 to 6.

[0040] In a fifth aspect, an embodiment of the present application provides a readable storage medium having a computer program stored thereon, wherein when the computer program is executed by a processor, the method for handling an exception of a household appliance as described in any one of the first aspects is implemented.

[0041] It can be understood by those skilled in the art that the present application provides a method, device, home appliance and medium for handling an exception of a home appliance, and the method specifically comprises: monitoring and obtaining a current operation stage of the home appliance and current status information of the current operation stage, and determining whether the current status information is the same as normal status information corresponding to the current operation stage; if it is determined that the current status information is not the same as the normal status information, pausing the operation and restarting the current operation stage, and monitoring and obtaining status information of the current operation stage after restarting the operation to determine whether the status information after restarting the operation is the same as the normal status information; if it is determined that the status information after restarting the operation is not the same as the normal status information, obtaining fault information matching the status information after restarting the operation; determining whether there is a fault detection condition matching the fault information and the current operation stage, and if there is a fault detection condition matching the fault information and the current operation stage, performing fault detection processing on the home appliance according to the matching fault detection condition, and obtaining a detection result to determine whether the current fault of the home appliance is a real fault, thereby reducing user repair reports. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] The following describes a preferred embodiment of a method, device, home appliance and medium for handling abnormalities of a home appliance of the present application with reference to the accompanying drawings, which are as follows:

[0043] Figure 1 A schematic diagram of the structure of a home appliance embodiment 1 provided in the embodiments of the present application;

[0044] Figure 2 A flowchart of a first embodiment of a method for handling an abnormality of a household appliance provided in an embodiment of the present application;

[0045] Figure 3 A schematic diagram of a flow chart of a second embodiment of a method for handling an abnormality of a household appliance provided in an embodiment of the present application;

[0046] Figure 4 A flowchart of a third embodiment of a method for handling an abnormality of a household appliance provided in an embodiment of the present application;

[0047] Figure 5 A flowchart of a fourth embodiment of a method for handling an abnormality of a household appliance provided in an embodiment of the present application;

[0048] Figure 6 A flowchart of a fifth embodiment of a method for handling an abnormality of a household appliance provided in an embodiment of the present application;

[0049] Figure 7 A schematic diagram of the structure of a first embodiment of a device for handling abnormalities of household appliances provided in an embodiment of the present application;

[0050] Figure 8 This is a structural schematic diagram of a second household appliance embodiment provided in an embodiment of the present application. DETAILED DESCRIPTION

[0051] First, those skilled in the art should understand that these implementations are only used to explain the technical principles of the present application and are not intended to limit the scope of protection of the present application. Those skilled in the art can make adjustments to them as needed to adapt to specific application scenarios.

[0052] Secondly, it should be noted that in the description of the embodiments of the present application, terms such as "inside" and "outside" indicating directions or positional relationships are based on the directions or positional relationships shown in the accompanying drawings. This is only for the convenience of description, and does not indicate or imply that the device or component must have a specific orientation, be constructed and operated in a specific orientation. Therefore, it should not be understood as a limitation on the present application.

[0053] In addition, it should be noted that in the description of the embodiments of the present application, unless otherwise clearly specified and limited, the terms "connected" and "connection" should be understood in a broad sense, for example, it can be a fixed connection, a detachable connection, or an integral connection; it can be a mechanical connection or an electrical connection; it can be a direct connection, or it can be indirectly connected through an intermediate medium, or it can be the internal communication of two components. For those skilled in the art, the specific meanings of the above terms in the embodiments of the present application can be understood according to the specific circumstances.

[0054] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0055] In the prior art, when users are using home appliances, abnormalities may occur in the appliances: for example, too much clothing may cause the washing machine drum to crash during dehydration. At this time, the user reports the problem to the maintenance personnel, but the on-site maintenance takes a long time, which affects the user's normal use.

[0056] Based on the above problems, the inventive concept of this application is: how to provide a new method for handling abnormalities of home appliances to reduce the number of user repair reports.

[0057] Figure 1 A schematic diagram of the structure of a household appliance embodiment 1 provided in the present application is shown in FIG. Figure 1 As shown, the home appliance mainly includes: a home appliance body 11 , a controller 111 and a status information acquisition device 112 arranged in the home appliance body 11 .

[0058] Specifically, the controller 111 monitors and obtains the current operation stage of the household appliance body 11, and controls the status information acquisition device 112 to monitor and obtain the current status information of the current operation stage. When the controller 111 determines that the current status information is different from the normal status information, the operation is suspended and the current operation stage is restarted. The status information acquisition device 112 monitors and obtains the status information of the current operation stage after the restart. If the controller 111 determines that the status information after the restart is different from the normal status information, the fault information matching the status information after the restart is obtained, and it is determined that there is a fault detection condition matching the fault information and the current operation stage, the household appliance body 11 is subjected to fault detection processing, and the detection result is obtained.

[0059] The technical solution of the present application is described in detail below through specific embodiments. It should be noted that the following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described in detail in some embodiments.

[0060] Figure 2 The flowchart of the first embodiment of the method for handling abnormality of a household appliance provided in the embodiment of the present application is shown in FIG. Figure 2 As shown, the method comprises the following steps:

[0061] Step S201: monitor and obtain the current operation stage of the home appliance and the current state information of the current operation stage, and determine whether the current state information is the same as the normal state information corresponding to the current operation stage.

[0062] In this embodiment, for example, normal status information corresponding to the operation stage is preset in the washing machine. When the washing machine runs to the dehydration stage, the current status information of the dehydration stage is monitored and obtained, and it is determined whether the current status information is the same as the normal status information corresponding to the dehydration stage.

[0063] Step S202: If it is determined that the current state information is different from the normal state information, the operation is suspended and the current operation phase is restarted, and the state information after the restart of the current operation phase is monitored and obtained to determine whether the state information after the restart is the same as the normal state information.

[0064] In this embodiment, for example, in the dehydration stage of the washing machine, the current status information is that the water level value is 16 and remains unchanged, and the corresponding normal status information is that the water level value is 0. At this time, it is determined that the current status information and the normal status information are different, so the washing machine suspends operation and restarts the dehydration stage, and monitors and obtains the water level value after the dehydration stage is restarted to determine whether the water level value after the restart is the same as the water level value corresponding to the normal status information.

[0065] Step S203: If it is determined that the state information after the restart operation is different from the normal state information, then the fault information matching the state information after the restart operation is acquired.

[0066] In this embodiment, if it is determined that the state information after the restart operation is different from the normal state information, the fault information matching the state information after the restart operation is obtained from the preset state information and the fault information corresponding to the state information.

[0067] Step S204: Determine whether there is a fault detection condition that matches the fault information and the current operating stage. If there is a fault detection condition that matches the fault information and the current operating stage, perform fault detection processing on the home appliance according to the matching fault detection condition and obtain the detection result.

[0068] In this embodiment, a fault detection condition that matches the fault information and the current operating stage is obtained from the fault detection conditions corresponding to the preset fault information and the current operating stage. If it is determined that there is a fault detection condition that matches the fault information and the current operating stage, fault detection processing is performed on the home appliance according to the matching fault detection condition, and the detection result is obtained.

[0069] In this embodiment, for example, the detection result may be one or more of: normal, water in the drum cannot be discharged during the dehydration phase, no water is taken in during the water intake phase, etc.

[0070] In this embodiment, the current operation stage of the home appliance and the current status information of the current operation stage are monitored and obtained, and it is determined whether the current status information is the same as the normal status information corresponding to the current operation stage; if it is determined that the current status information is not the same as the normal status information, the operation is suspended and the current operation stage is restarted, and the status information of the current operation stage after restarting is monitored and obtained to determine whether the status information after restarting is the same as the normal status information; if it is determined that the status information after restarting is not the same as the normal status information, fault information matching the status information after restarting is obtained; it is determined whether there is a fault detection condition matching the fault information and the current operation stage; if there is a fault detection condition matching the fault information and the current operation stage, fault detection processing is performed on the home appliance according to the matching fault detection condition, and the detection result is obtained to further determine whether the fault information is the real fault information of the home appliance, thereby reducing user repair reports.

[0071] Figure 3 The flowchart of the second embodiment of the method for handling an abnormality of a household appliance provided in the embodiment of the present application is based on the above embodiment. Figure 3 As shown, specifically, a specific implementation of step S204 is:

[0072] Step S301: Determine whether there is a fault detection condition that matches the fault information and the current operation stage.

[0073] Step S302: If there is a fault detection condition that matches the fault information and the current operation stage, and the fault detection condition includes an item, a notification is sent to add an item reminder message, and after the item is detected in the home appliance, a fault detection process is performed on the home appliance, and a detection result is obtained. End.

[0074] Alternatively, step S301 may further include:

[0075] Step S303: If there is a fault detection condition that matches the fault information and the current operating stage, and the fault detection condition contains a delay flag, the idle time is obtained according to the user's historical usage habits, and when the current time is monitored as idle time, the home appliance is subjected to fault detection processing and the detection result is obtained.

[0076] Alternatively, step S301 may further include:

[0077] Step S304: If there is a fault detection condition that matches the fault information and the current operating stage, and the fault detection condition contains an object and a delay flag, the idle time is obtained according to the user's historical usage habits, and after monitoring the current time as idle time and detecting that there is an object in the home appliance, fault detection processing is performed on the home appliance and the detection result is obtained.

[0078] In this embodiment, for example, if there is a fault detection condition that matches the fault information and the current operating stage, and the fault detection condition includes clothes, the user is reminded to add clothes to the washing machine. When it is detected that there are clothes in the washing machine, the washing machine is fault detected and the fault detection result is obtained; if the fault detection condition includes a delay mark, the idle time is obtained as 10 am on Monday according to the user's historical usage habits, and when the current time is monitored as 10 am on Monday, the washing machine is fault detected and the detection result is obtained; if the fault detection condition includes clothes and a delay mark, the idle time is obtained as 10 am on Monday according to the user's historical usage habits, and when it is detected that there are clothes in the washing machine, the washing machine is fault detected and the detection result is obtained.

[0079] In this embodiment, there is a fault detection condition that matches the fault information and the current operating stage. If the fault detection condition includes an item, a notification is sent to add an item reminder message, and after the item is detected in the home appliance, fault detection is performed on the home appliance and the detection result is obtained. Alternatively, if the fault detection condition includes a delay mark, the idle time is obtained according to the user's historical usage habits, and when the current time is monitored as idle time, fault detection is performed on the home appliance and the detection result is obtained. Alternatively, if the fault detection condition includes an item and a delay mark, the idle time is obtained according to the user's historical usage habits, and when the current time is monitored as idle time and the item is detected in the home appliance, fault detection is performed on the home appliance and the detection result is obtained, thereby realizing detection of the fault according to the fault detection condition, and further determining whether the home appliance has a fault according to the detection result.

[0080] Figure 4 The flowchart of the third embodiment of the method for handling an abnormality of a household appliance provided in the embodiment of the present application is based on the above embodiment. Figure 4 As shown, specifically, after step S203, the method further includes:

[0081] Step S401: Determine whether there is a fault detection condition that matches the fault information and the current operation stage. If there is no fault detection condition that matches the fault information and the current operation stage, determine whether the fault information belongs to a human elimination type or a non-human elimination type. If it is determined that the fault information belongs to a non-human elimination type, execute step S402; if it is determined that the fault information belongs to a human elimination type, execute step S403.

[0082] In this embodiment, for fault information for which there is no fault detection condition, an exclusion type corresponding to the fault information and the current operating stage is preset. If there is no fault detection condition that matches the fault information and the current operating stage, it is determined whether the fault information belongs to a human exclusion type or a non-human exclusion type based on the fault information and the current operating stage.

[0083] Step S402: Perform fault detection on the home appliance and obtain the detection result. End.

[0084] Step S403: Obtain a troubleshooting solution that matches the fault information, and send the troubleshooting solution to the user terminal or display the troubleshooting solution.

[0085] In this embodiment, fault information and corresponding troubleshooting solutions are preset. If it is determined that the fault information is of a manual troubleshooting type, a troubleshooting solution matching the fault information is obtained, and the troubleshooting solution is sent to the user terminal or displayed on the display panel of the home appliance.

[0086] In this embodiment, it is determined whether there is a fault detection condition that matches the fault information and the current operation stage. If there is no fault detection condition that matches the fault information and the current operation stage, it is determined whether the fault information belongs to a human elimination type or a non-human elimination type. If it is determined that the fault information belongs to a non-human elimination type, a fault detection process is performed on the home appliance and a detection result is obtained. Alternatively, if it is determined that the fault information belongs to a human elimination type, a fault elimination solution that matches the fault information is obtained, and the fault elimination solution is sent to the user terminal or displayed to eliminate the fault, thereby reducing user repair reports and ensuring that users use the home appliance normally.

[0087] Figure 5 The flowchart of the fourth embodiment of the method for handling an abnormality of a household appliance provided in the embodiment of the present application is based on the above embodiment. Figure 5 As shown, specifically, after step S204, the method further includes:

[0088] Step S501: Determine whether the detection result is obtained within the first preset time, and then determine whether the detection result contains fault information. If it is determined that the fault detection result contains fault information, execute step S502; if it is determined that the fault detection result does not contain fault information, execute step S503.

[0089] In this embodiment, for example, if it is determined that the test result is obtained within 2 days, it is determined whether the test result includes fault information.

[0090] Step S502: Send the fault information to the after-sales terminal or display the fault information.

[0091] In this embodiment, for example, if it is determined that the fault detection result includes fault information, the fault information is sent to an after-sales terminal or displayed on a display panel of the home appliance.

[0092] Step S503: monitoring the number of test results containing fault information in the historical test results, and if it is determined that the number is greater than a preset number threshold, sending the fault information to an after-sales terminal or displaying the fault information.

[0093] In this embodiment, for example, if it is determined that the fault detection result does not contain fault information, the number of test results that contain the fault information within 10 days is monitored. If it is determined that the number is greater than 5 times, the fault information is sent to the after-sales terminal or the fault information is displayed on the display panel of the home appliance.

[0094] In this embodiment, if it is determined that the test result is obtained within the first preset time, it is determined whether the test result includes fault information; if it is determined that the fault detection result includes fault information, the fault information is sent to the after-sales terminal or the fault information is displayed, or, if it is determined that the fault detection result does not include fault information, the number of test results including fault information in the historical test results is monitored, and if it is determined that the number is greater than a preset number threshold, the fault information is sent to the after-sales terminal or the fault information is displayed, so as to determine that fault detection has been performed and promptly inform the user and after-sales personnel of the fault information to realize rapid repair of the home appliance.

[0095] Figure 6 The flowchart of the sixth embodiment of the method for handling an abnormality of a household appliance provided in the embodiment of the present application is based on the above embodiment. Figure 6 As shown, specifically, after step S204, the method further includes:

[0096] Step S601: If it is determined that no detection result is obtained within the first preset time, fault detection is performed on the home appliance again.

[0097] In this embodiment, for example, if it is determined that no detection result is obtained within 2 days, the home appliance is fault-detected again.

[0098] Step S602: If it is determined that the home appliance is subjected to fault detection again and a detection result is obtained, the detection result is sent to an after-sales terminal or the detection result is displayed.

[0099] In this embodiment, for example, if it is determined that the home appliance is subjected to fault detection again and a detection result is obtained, the detection result is sent to an after-sales terminal or displayed on a display panel of the home appliance.

[0100] In this embodiment, if it is determined that no detection result is obtained within the first preset time, the home appliance is detected for fault again; if it is determined that the home appliance is detected for fault again and the detection result is obtained, the detection result is sent to the after-sales terminal or the detection result is displayed, further confirming that the home appliance has been detected for fault, thereby ensuring that the home appliance is handled in a timely manner after a fault occurs.

[0101] Figure 7 This is a structural diagram of a first embodiment of a household appliance abnormality processing device provided in an embodiment of the present application, such as Figure 7 As shown, the household appliance includes: an acquisition module 71 and a processing module 72 .

[0102] Specifically, the acquisition module 71 is used to monitor and acquire the current operation stage of the household appliance and the current state information of the current operation stage, and to determine whether the current state information is the same as the normal state information corresponding to the current operation stage. The processing module 72 is used to suspend the operation and restart the current operation stage if it is determined that the current state information is not the same as the normal state information, and to monitor and acquire the state information after the restart of the current operation stage to determine whether the state information after the restart is the same as the normal state information. The processing module 72 is also used to acquire fault information matching the state information after the restart if it is determined that the state information after the restart is not the same as the normal state information. The processing module 72 is also used to determine whether there is a fault detection condition matching the fault information and the current operation stage. If there is a fault detection condition matching the fault information and the current operation stage, the household appliance is subjected to fault detection processing according to the matching fault detection condition, and the detection result is acquired.

[0103] In this embodiment, the household appliance can be used to execute an exception handling method for a household appliance provided in any of the above embodiments. The specific implementation method and technical effect are similar and will not be described in detail here.

[0104] Figure 8 This is a structural diagram of a second household appliance embodiment provided in the present application, such as Figure 8As shown, a household appliance provided in this embodiment includes: at least one processor 81 and a memory 82. The processor 81 and the memory 82 are connected via a bus 83.

[0105] The specific implementation process of the processor 81 can be found in the above method embodiment, and its implementation principle and technical effect are similar, so this embodiment will not be repeated here.

[0106] In the above Figure 8 In the illustrated embodiment, it should be understood that the processor may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), etc. A general-purpose processor may be a microprocessor or any conventional processor. The steps of the method disclosed in the invention may be directly implemented as being executed by a hardware processor, or may be executed by a combination of hardware and software modules in the processor.

[0107] The memory may include a high-speed memory (Random Access Memory, RAM), and may also include a non-volatile memory (Non-volatile Memory, NVM), such as at least one disk memory.

[0108] The bus may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, the bus in the drawings of the present application is not limited to only one bus or one type of bus.

[0109] The present application also provides a computer-readable storage medium having a computer program stored thereon. When a processor executes the computer program, the above-mentioned method for handling exceptions of a home appliance is implemented.

[0110] The computer-readable storage medium may be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. The computer-readable storage medium may be any available medium that can be accessed by a general or special purpose computer.

[0111] An exemplary readable storage medium is coupled to a processor so that the processor can read information from the readable storage medium and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can be located in an application specific integrated circuit (Application Specific Integrated Circuits, referred to as: ASIC). Of course, the processor and the readable storage medium can also exist in the device as discrete components.

[0112] The division of units is only a logical function division, and there may be other divisions in actual implementation, such as multiple units or components can be combined or integrated into another system, 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 an indirect coupling or communication connection through some interface, device or unit, which can be electrical, mechanical or other forms.

[0113] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0114] In addition, each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0115] If the function is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, or the part that contributes to the prior art, or the part of the technical solution, can be embodied in the form of a software product. The computer software product is stored in a storage medium, including several instructions for a computer device (which can be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods of each embodiment of the present invention. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), disk or optical disk, etc. Various media that can store program codes.

[0116] Those skilled in the art can understand that all or part of the steps of implementing the above-mentioned method embodiments can be completed by hardware related to program instructions. The aforementioned program can be stored in a computer-readable storage medium. When the program is executed, the steps of the above-mentioned method embodiments are executed; and the aforementioned storage medium includes: ROM, RAM, disk or optical disk and other media that can store program codes.

[0117] Finally, it should be noted that those skilled in the art will readily conceive of other embodiments of the present invention after considering the specification and practicing the invention disclosed herein. The present invention is intended to cover any variations, uses or adaptations of the present invention, which follow the general principles of the present invention and include common knowledge or customary technical means in the art not disclosed by the present invention, are not limited to the precise structure described above and shown in the drawings, and may be modified and changed in various ways without departing from the scope thereof. The scope of the present invention is limited only by the appended claims.

Claims

1. A method for handling abnormality of a household appliance, characterized in that: include: Monitoring and acquiring the current operation stage of the household appliance and current state information of the current operation stage, and determining whether the current state information is the same as the normal state information corresponding to the current operation stage; If it is determined that the current state information is different from the normal state information, pausing the operation and restarting the current operation phase, and monitoring and obtaining the state information of the current operation phase after restarting the operation, so as to determine whether the state information after restarting the operation is the same as the normal state information; If it is determined that the state information after the restart operation is different from the normal state information, acquiring fault information matching the state information after the restart operation; Determine whether there is a fault detection condition that matches the fault information and the current operating stage. If there is a fault detection condition that matches the fault information and the current operating stage, perform fault detection processing on the home appliance according to the matching fault detection condition and obtain a detection result.

2. The method according to claim 1, characterized in that If there is a fault detection condition that matches the fault information and the current operation stage, performing fault detection processing according to the matched fault detection condition to obtain a detection result, including: If there is a fault detection condition that matches the fault information and the current operation stage, and the fault detection condition includes an item, a notification is sent to add an item reminder message, and after detecting that the item is in the home appliance, a fault detection process is performed on the home appliance, and a detection result is obtained; or, If there is a fault detection condition matching the fault information and the current operation stage, and the fault detection condition includes a delay flag, then obtaining idle time according to the user's historical usage habits, and when monitoring the current time to be the idle time, performing fault detection processing on the home appliance and obtaining a detection result; or, If there is a fault detection condition that matches the fault information and the current operating stage, and the fault detection condition includes the item and the delay flag, the idle time is obtained according to the user's historical usage habits, and after monitoring the current time as the idle time and detecting that the item is in the home appliance, fault detection processing is performed on the home appliance and a detection result is obtained.

3. The method according to claim 1, characterized in that The method further comprises: If there is no fault detection condition matching the fault information and the current operation stage, determining whether the fault information belongs to a human elimination type or a non-human elimination type; If it is determined that the fault information is of a non-human elimination type, performing fault detection processing on the home appliance and obtaining a detection result; or, If it is determined that the fault information is of a manual troubleshooting type, a troubleshooting solution matching the fault information is obtained, and the troubleshooting solution is sent to a user terminal or displayed.

4. The method according to claim 1, characterized in that: After performing fault detection on the household appliance, the method further includes: If it is determined that the detection result is obtained within the first preset time, determining whether the detection result includes the fault information; If it is determined that the fault detection result includes the fault information, the fault information is sent to an after-sales terminal or the fault information is displayed.

5. The method according to claim 4, characterized in that The method further comprises: If it is determined that the fault detection result does not include the fault information, monitoring the number of detection results that include the fault information in the historical detection results; If it is determined that the number is greater than a preset number threshold, the fault information is sent to an after-sales terminal or the fault information is displayed.

6. The method according to claim 1, characterized in that Also includes: If it is determined that the detection result is not obtained within the first preset time, performing fault detection on the home appliance again; If it is determined that the home appliance is subjected to fault detection again to obtain the detection result, the detection result is sent to an after-sales terminal or the detection result is displayed.

7. A device for handling abnormalities of household appliances, characterized in that: include: an acquisition module, used to monitor and acquire the current operation stage of the household appliance and the current state information of the current operation stage, and determine whether the current state information is the same as the normal state information corresponding to the current operation stage; a processing module, configured to, if it is determined that the current state information is different from the normal state information, suspend the operation and restart the current operation phase, and monitor and obtain the state information of the current operation phase after the restart operation, so as to determine whether the state information after the restart operation is the same as the normal state information; The processing module is further configured to obtain fault information matching the state information after the restart operation if it is determined that the state information after the restart operation is different from the normal state information; The processing module is also used to determine whether there is a fault detection condition that matches the fault information and the current operating stage. If there is a fault detection condition that matches the fault information and the current operating stage, fault detection processing is performed on the home appliance according to the matching fault detection condition, and the detection result is obtained.

8. A household appliance, characterized in that: include: at least one processor and memory; The memory stores computer-executable instructions; The at least one processor executes the computer-executable instructions stored in the memory, so that the at least one processor executes the exception handling method for a household appliance as described in any one of claims 1 to 6.

9. A household appliance, characterized in that: include: A home appliance body, and a controller and a status information collection device arranged in the home appliance body; Wherein, the controller is used to execute the abnormality handling method of a household appliance as described in any one of claims 1 to 6.

10. A readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method for handling an exception of a household appliance according to any one of claims 1 to 6 is implemented.

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