Method, device and system for processing air conditioner fault and computer readable storage medium

Abstract

The invention relates to the technical field of intelligent household appliances, and discloses an air conditioner fault processing method which comprises the steps that when an air conditioner breaks down, fault information is obtained; judging a fault type according to the fault information; and when the fault type is a hardware fault, executing a corresponding after-sale strategy according to the complexity of the fault. According to the method, the corresponding after-sale strategy is executed according to the complexity of the hardware fault, so that the after-sale strategy can be matched with the complexity of the fault, and the after-sale problem of the user is more accurately solved. The situation that after-sales personnel cannot solve user problems on site or can solve the problems without being on site but the after-sales personnel are on site is avoided, and the after-sales efficiency is improved. The invention further discloses a device and system for processing the air conditioner faults and a computer readable storage medium.

Description

Technical Field

[0001] The present application relates to the field of smart home appliance technology, for example, to a method and device, system, and computer-readable storage medium for handling air conditioner failures. Background Art

[0002] Currently, in the existing smart home appliance after-sales service system, when users find problems with the product, they generally use the after-sales phone or service APP to feedback the problem to the after-sales platform. Based on the user's preliminary description, the after-sales platform dispatches an after-sales engineer to conduct on-site after-sales inspection and repair services. After the after-sales engineer determines the cause of the abnormality, it is often necessary to apply for spare parts or tooling in the after-sales system, which is time-consuming and labor-intensive.

[0003] Related technology discloses a method for handling after-sales faults of home appliances, wherein the system includes a home appliance control terminal, a user terminal, an after-sales service terminal and a cloud software library; when a home appliance product fails, a fault diagnosis request information is sent to the after-sales service terminal through the user terminal, and the after-sales service terminal analyzes the cause of the failure. If the after-sales service terminal determines that it is a program failure, the user terminal upgrades the software of the home appliance control terminal. If it is determined to be a hardware failure, the after-sales service terminal directly controls the home appliance control terminal and determines the specific hardware fault location based on the usage information generated in real time. After-sales maintenance personnel carry corresponding parts and tooling to the site for repair according to the location of the hardware failure.

[0004] During the implementation of the embodiments of the present disclosure, it was found that at least the following problems exist in the related art:

[0005] The use of related technologies allows after-sales personnel to bring the appropriate parts to on-site repairs, saving labor costs to a certain extent. However, in actual application, the after-sales process encounters a variety of problems, ranging from simple problems that can be solved without a visit by after-sales personnel to difficult problems that after-sales personnel are unfamiliar with and unable to solve. Using related technologies to enable after-sales personnel to visit the customer's home may result in problems that cannot be solved even by the visit or can be solved without a visit, resulting in a waste of manpower.

[0006] It should be noted that the information disclosed in the above background technology section is only used to enhance the understanding of the background of this application, and therefore may include information that does not constitute prior art known to ordinary technicians in this field. Summary of the Invention

[0007] In order to provide a basic understanding of some aspects of the disclosed embodiments, a brief summary is given below. The summary is not an extensive review, nor is it intended to identify key / critical elements or delineate the scope of protection of these embodiments, but rather serves as a prelude to the detailed description that follows.

[0008] The embodiments of the present disclosure provide a method, device, system, and computer-readable storage medium for handling air conditioner failures, so as to avoid situations where after-sales personnel cannot solve user problems during a visit, or where after-sales personnel visit the customer's home when the problem can be solved without a visit, thereby improving after-sales efficiency.

[0009] In some embodiments, the method includes: when the air conditioner fails, obtaining fault information; judging the fault type based on the fault information; when the fault type is a hardware fault, executing a corresponding after-sales strategy based on the complexity of the fault.

[0010] Optionally, according to the complexity of the fault, a corresponding after-sales strategy is executed, including: judging the complexity of the fault; when the fault is simple, sending the fault solution to the user end and prompting the user to handle it; when the fault is complex, sending the fault solution to the after-sales service end and the user end for processing.

[0011] Optionally, determining the complexity of the fault includes: determining a cause of the fault based on the fault information; and determining the complexity of the fault based on the cause of the fault.

[0012] Optionally, the complexity of the fault is determined according to the cause of the fault, including: when the cause of the fault is a hardware program fault, determining the fault is simple; when the cause of the fault is a hardware damage fault, determining the fault is complex.

[0013] Optionally, when the fault is simple, the method further includes: determining a fault solution through an after-sales service end.

[0014] Optionally, when the fault is complex, the method further includes: sending the cause of the fault to a professional analysis terminal through the after-sales service terminal; and determining a fault solution through the professional analysis terminal.

[0015] Optionally, after determining the fault type, the method further includes: when the fault type is a software fault, prompting the user to perform a software upgrade on the device control terminal from the user terminal.

[0016] In some embodiments, the device includes: a processor and a memory storing program instructions, and the processor is configured to execute the above-mentioned method for handling air conditioning failure when executing the above-mentioned program instructions.

[0017] In some embodiments, the system includes: a system body; and the above-mentioned device for handling air conditioning failures is installed in the system body.

[0018] In some embodiments, the computer-readable storage medium stores program instructions, and when the program instructions are run, the method for handling air conditioner failure is executed.

[0019] The method, device, system, and computer-readable storage medium for handling air conditioner failures provided by the embodiments of the present disclosure can achieve the following technical effects:

[0020] When an air conditioner malfunctions, fault information is obtained and the fault type is determined based on the information. If the fault type is a hardware failure, the corresponding after-sales policy is implemented based on the complexity of the fault. By implementing a corresponding after-sales policy based on the complexity of the hardware failure, the after-sales policy can be matched to the complexity of the fault, thereby more accurately resolving the user's after-sales issues. This prevents after-sales personnel from being unable to resolve the user's issue during a visit, or from making a visit when the issue could be resolved without a visit, thus improving after-sales efficiency.

[0021] The above general description and the following description are exemplary and explanatory only and are not intended to limit the present application. BRIEF DESCRIPTION OF THE DRAWINGS

[0022] One or more embodiments are exemplarily described by corresponding drawings. These exemplary descriptions and drawings do not limit the embodiments. Elements with the same reference numerals in the drawings are shown as similar elements. The drawings do not constitute a scale limitation. In addition,

[0023] Figure 1 is a schematic diagram of a method for handling air conditioner failures provided by an embodiment of the present disclosure;

[0024] Figure 2 is a schematic diagram of another method for handling air conditioner failures provided by an embodiment of the present disclosure;

[0025] Figure 3 is a schematic diagram of another method for handling air conditioner failures provided by an embodiment of the present disclosure;

[0026] Figure 4 is a schematic diagram of another method for handling air conditioner failures provided by an embodiment of the present disclosure;

[0027] Figure 5 is a schematic diagram of a device for handling air conditioner failures provided by an embodiment of the present disclosure;

[0028] Figure 6 It is a schematic diagram of a system provided by an embodiment of the present disclosure. DETAILED DESCRIPTION

[0029] In order to be able to understand the features and technical content of the embodiments of the present disclosure in more detail, the implementation of the embodiments of the present disclosure is described in detail below in conjunction with the accompanying drawings. The accompanying drawings are for reference only and are not used to limit the embodiments of the present disclosure. In the following technical description, for the sake of convenience of explanation, a full understanding of the disclosed embodiments is provided through multiple details. However, one or more embodiments can still be implemented without these details. In other cases, to simplify the drawings, well-known structures and devices can be simplified for display.

[0030] In the description and claims of the embodiments of the present disclosure, as well as in the accompanying drawings, the terms "first," "second," and the like are used to distinguish similar items and are not necessarily used to describe a particular order or precedence. It should be understood that the terms used in this manner are interchangeable where appropriate to describe the embodiments of the present disclosure herein. In addition, the terms "including," "having," and any variations thereof are intended to cover non-exclusive inclusions.

[0031] Unless otherwise stated, the term "plurality" means two or more.

[0032] In the embodiment of the present disclosure, the character " / " indicates that the preceding and following objects are in an "or" relationship. For example, A / B means: A or B.

[0033] The term "and / or" describes an association between objects, indicating that three relationships can exist. For example, A and / or B means: A or B, or A and B.

[0034] The term "correspondence" may refer to an association relationship or a binding relationship. The correspondence between A and B means that there is an association relationship or a binding relationship between A and B.

[0035] In the embodiments of the present disclosure, smart home appliances refer to home appliance products that are formed by introducing microprocessors, sensor technology, and network communication technology into home appliances. They have the characteristics of intelligent control, intelligent perception, and intelligent application. The operation process of smart home appliances often relies on the application and processing of modern technologies such as the Internet of Things, the Internet, and electronic chips. For example, smart home appliances can realize remote control and management of smart home appliances by users by connecting to electronic devices.

[0036] In the disclosed embodiments, a terminal device refers to an electronic device with a wireless connection function. The terminal device can communicate with the above-mentioned smart home appliances by connecting to the Internet, or can communicate with the above-mentioned smart home appliances directly through Bluetooth, WiFi, etc. In some embodiments, the terminal device is, for example, a mobile device, a computer, or a vehicle-mounted device built into a hover car, or any combination thereof. Mobile devices may include, for example, mobile phones, smart home devices, wearable devices, smart mobile devices, virtual reality devices, etc., or any combination thereof, wherein wearable devices include, for example, smart watches, smart bracelets, pedometers, etc.

[0037] The present disclosure discloses a system comprising a user terminal, a device control terminal, an after-sales service terminal, and a professional analysis terminal. When an air conditioner malfunctions, the device control terminal or the user terminal sends fault information to the after-sales service terminal, which analyzes the information to determine the fault type and complexity. The system implements different control strategies based on the fault complexity determined by the after-sales service terminal. When the fault is simple, the after-sales service terminal directly determines a solution based on the fault information using a database, sends the solution to the user terminal, and prompts the user to resolve the problem. When the fault is complex, the after-sales service terminal cannot directly determine a solution. Therefore, the after-sales service terminal sends the fault information to the professional analysis terminal, which then analyzes and determines a solution. After the professional analysis terminal determines a solution, it sends the solution to the after-sales service terminal and the user terminal, enabling the user and after-sales personnel to discuss how to resolve the fault, thereby improving fault handling efficiency. The system also includes a processor electrically connected to the communication modules of each component of the system to control the operation of each component of the system.

[0038] Figures 1 to 4 This is a schematic diagram of a method for handling air conditioner failures provided in an embodiment of the present disclosure. Any of the following methods can be executed in the system or in a server or terminal device connected to the system. In the embodiments of the present disclosure, the system and its components are used as the execution entities to illustrate the solution.

[0039] Based on the above system structure, such as Figure 1 As shown, the embodiment of the present disclosure provides a method for handling air conditioner failure, including:

[0040] S01, when the air conditioner fails, the device control terminal obtains the failure information.

[0041] S02: The device control terminal determines the fault type based on the fault information.

[0042] S03: When the fault type is a hardware fault, the after-sales service end executes the corresponding after-sales strategy based on the complexity of the fault.

[0043] Among them, the air conditioner failure can be determined according to the following method: the device control end performs fault detection through hardware and software. After the air conditioner fails, the device control end performs fault diagnosis and controls the air conditioner to shut down. The device control end performs a preliminary analysis of the fault and confirms the type of fault, that is, hardware failure and software failure. In the case of hardware failure, the device control end sends the fault information to the large database of the after-sales service end through the communication module for data analysis and processing. Specifically, the device control end can obtain the current value of each operating parameter of the air conditioner under the currently executed control instruction, as well as the preset value of each operating parameter under the currently executed control instruction, and compare the current value with the corresponding preset value. When the error between the current value and the corresponding preset value is greater than the error threshold corresponding to the different operating parameters, the device control end determines that a fault has occurred.

[0044] Among them, in the actual application process, the fault information includes the status of the air conditioner, that is, the model of the air conditioner and the operating time of the air conditioner, as well as the fault code actually fed back by the device control end and other information related to the fault. The after-sales service end analyzes and processes the fault information data fed back by the device control end or the user end through the artificial intelligence of the big data platform. Since hardware faults include simple program failures or complex hardware damage, the system divides the complexity of hardware faults through the after-sales service end and sends them to professionals for analysis and determination of fault solutions according to the complexity, or the after-sales service end determines the fault solutions by itself, and sends the fault solutions for complex faults to after-sales and users, and gives relevant suggestions. The fault solutions for simple faults are sent directly to users for resolution, thus eliminating the need for after-sales visits, saving manpower and material costs of after-sales, and improving after-sales efficiency.

[0045] By adopting the method for handling air-conditioning failures provided by the embodiment of the present disclosure, when the air-conditioning fails, the failure information is obtained, and the failure type is determined based on the failure information. When the failure type is a hardware failure, the corresponding after-sales strategy is executed according to the complexity of the failure. By executing the corresponding after-sales strategy according to the complexity of the hardware failure, the after-sales strategy can be matched with the complexity of the failure, thereby more accurately solving the user's after-sales problems. This avoids the situation where the after-sales staff cannot solve the user's problem when they visit the customer, or the situation where the problem can be solved without a visit, thereby improving the after-sales efficiency.

[0046] Based on the above system structure, such as Figure 2 As shown, another method for handling air conditioner failure provided by an embodiment of the present disclosure includes:

[0047] S21, when the air conditioner fails, the device control terminal obtains the failure information.

[0048] S22, the device control terminal determines the fault type based on the fault information.

[0049] S23: When the fault type is a hardware fault, the after-sales service end determines the complexity of the fault.

[0050] S24, when the fault is simple, the after-sales service end sends the fault solution to the user end and prompts the user to handle it.

[0051] S25, when the fault is complex, the professional analysis end sends the fault solution to the after-sales service end and the user end for processing.

[0052] Among them, when the fault is simple, the after-sales service end can directly determine the fault solution. When the fault is complex, the after-sales service end cannot directly determine the fault solution and needs the help of the professional analysis end to determine the fault solution. Therefore, when the fault is complex, the fault solution will be sent from the professional analysis end.

[0053] Using the method for handling air-conditioning faults provided by the embodiment of the present disclosure, the after-sales service end determines the type of fault based on the fault information. When the fault type is a hardware fault, the user may not be able to solve the fault by himself, but there may also be a situation where the fault can be solved without the need for after-sales personnel to visit. Therefore, the after-sales service end determines the complexity of the fault. When the fault is simple, the user can solve it by himself because the fault is simple, or the fault can be solved without the need for after-sales personnel to visit, and the after-sales service end can directly determine the fault solution through the database. Therefore, the after-sales service end sends the fault solution to the user end and prompts the user to handle it. When the fault is complex, the user cannot solve it by himself, or the after-sales personnel need to visit to solve the fault, and the after-sales service end cannot directly determine the fault solution through the database. Therefore, the fault solution is sent to the after-sales service end and the user end for negotiation and processing through the professional analysis end.

[0054] Based on the above system structure, such as Figure 3 As shown, another method for handling air conditioner failure provided by an embodiment of the present disclosure includes:

[0055] S31, when the air conditioner fails, the device control terminal obtains the failure information.

[0056] S32: The device control terminal determines the fault type based on the fault information.

[0057] S33: When the fault type is a hardware fault, the after-sales service end determines the cause of the fault based on the fault information.

[0058] S34, the after-sales service end determines the complexity of the fault based on the cause of the fault.

[0059] S35, when the fault is simple, the after-sales service end sends the fault solution to the user end and prompts the user to handle it.

[0060] S36, when the fault is complex, the professional analysis end sends the fault solution to the after-sales service end and the user end for processing.

[0061] The method for handling air-conditioning failures provided by the embodiment of the present disclosure is adopted. When the fault type is a hardware failure, the after-sales service end determines the cause of the failure based on the fault information. Failures caused by different reasons have different levels of complexity. Therefore, the complexity of the failure can be determined based on the cause of the failure, thereby facilitating targeted processing by subsequent after-sales service.

[0062] Optionally, the after-sales service end determines the complexity of the fault based on the cause of the fault, including: when the cause of the fault is a hardware program failure, the after-sales service end determines the fault is simple; when the cause of the fault is a hardware damage failure, the after-sales service end determines the fault is complex.

[0063] In this way, when the fault is caused by a hardware program failure, such as a filter that needs to be replaced or a consumable that needs to be replaced due to long-term use, the user can solve the problem by purchasing it themselves without the need for after-sales personnel to visit the user. Therefore, it is simple for the after-sales service to determine the fault. When the fault is caused by hardware damage, such as damage to the hardware or some components, the user is usually unable to solve the problem by themselves, and after-sales personnel need to visit the user to solve the problem. Therefore, it is complicated for the after-sales service to determine the fault.

[0064] Optionally, when the fault is simple, the method further includes: the system determining a fault solution through an after-sales service end.

[0065] In this way, since the fault is relatively simple, users can solve it by themselves, or it can be solved without the need for after-sales personnel to visit. Therefore, the corresponding fault solution can be obtained through the database based on the fault information, and the system can determine the fault solution through the after-sales service end.

[0066] Optionally, when the fault is complex, it also includes: the system sends the cause of the fault to the professional analysis terminal through the after-sales service terminal; the system determines a solution to the fault through the professional analysis terminal.

[0067] In this way, due to the complexity of the fault, users are usually unable to solve it by themselves, and after-sales personnel need to come to the site to solve it. Therefore, the system sends the cause of the fault to the professional analysis end through the after-sales service end. Professionals such as developers analyze the fault information and determine the final fault solution, thereby improving the efficiency of solving complex faults.

[0068] Based on the above system structure, such as Figure 4 As shown, another method for handling air conditioner failure provided by an embodiment of the present disclosure includes:

[0069] S41, when the air conditioner fails, the device control terminal obtains the failure information.

[0070] S42: The device control terminal determines the fault type based on the fault information.

[0071] S43: When the fault type is a hardware fault, the after-sales service end executes a corresponding after-sales strategy based on the complexity of the fault.

[0072] S44, when the fault type is a software fault, the after-sales service end prompts the user to upgrade the software of the device control end from the user end.

[0073] By adopting the method for handling air conditioner failures provided by the embodiment of the present disclosure, after the after-sales service end determines the type of failure, when the failure type is a software failure, since the problem is neither a hardware failure nor a complex failure, the after-sales service end directly prompts the user to upgrade the software of the device control end from the user end, which can solve the software problem, save manpower and material resources, and reduce the cost of after-sales service.

[0074] Combine Figure 5 As shown, an embodiment of the present disclosure provides a device 800 for handling air conditioning failures, including a processor 801 and a memory 802. Optionally, the device may also include a communication interface 803 and a bus 804. The processor 801, the communication interface 803, and the memory 802 can communicate with each other through the bus 804. The communication interface 803 can be used for information transmission. The processor 801 can call the logic instructions in the memory 802 to execute the method for handling air conditioning failures of the above embodiment.

[0075] In addition, the logic instructions in the memory 802 can be implemented in the form of software functional units and can be stored in a computer-readable storage medium when sold or used as an independent product.

[0076] Memory 802, as a computer-readable storage medium, can be used to store software programs and computer-executable programs, such as program instructions / modules corresponding to the methods in the embodiments of the present disclosure. Processor 801 executes the program instructions / modules stored in memory 802 to execute functional applications and process data, thereby implementing the method for handling air conditioner failures in the above-described embodiments.

[0077] The memory 802 may include a program storage area and a data storage area. The program storage area may store an operating system and at least one application required for a function; the data storage area may store data generated based on the use of the terminal device. Furthermore, the memory 802 may include high-speed random access memory and non-volatile memory.

[0078] Combine Figure 6 As shown, an embodiment of the present disclosure provides a system 900, including: a system body, and the above-mentioned device 800 for handling air-conditioning failures. The device 800 for handling air-conditioning failures is installed in the system body. The installation relationship described here is not limited to placement inside the system, but also includes installation connections with other components of the system, including but not limited to physical connections, electrical connections or signal transmission connections, etc. Those skilled in the art will understand that the device 800 for handling air-conditioning failures can be adapted to a feasible system body, thereby realizing other feasible embodiments.

[0079] An embodiment of the present disclosure provides a computer-readable storage medium storing computer-executable instructions, wherein the computer-executable instructions are configured to execute the above-mentioned method for handling air conditioner failures.

[0080] The technical solutions of the embodiments of the present disclosure may be embodied in the form of a software product, which is stored in a storage medium and includes one or more instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute all or part of the steps of the method described in the embodiments of the present disclosure. The aforementioned storage medium may be a non-transitory storage medium, including: a USB flash drive, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, an optical disk, or other media that can store program code.

[0081] The above description and the accompanying drawings fully illustrate the embodiments of the present disclosure so that those skilled in the art can practice them. Other embodiments may include structural, logical, electrical, process and other changes. The embodiments represent only possible variations. Unless explicitly required, individual components and functions are optional, and the order of operations may vary. Parts and features of some embodiments may be included in or replace parts and features of other embodiments. Moreover, the words used in this application are only used to describe the embodiments and are not used to limit the claims. As used in the description of the embodiments and claims, unless the context clearly indicates otherwise, the singular forms "a", "an" and "the" are intended to also include plural forms. Similarly, the term "and / or" as used in this application refers to any and all possible combinations of one or more associated listings. In addition, when used in this application, the term "comprise" and its variations "comprises" and / or comprising refer to the presence of stated features, wholes, steps, operations, elements, and / or components, but do not exclude the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or groups of these. In the absence of further restrictions, an element defined by the sentence "comprising a..." does not exclude the presence of other identical elements in the process, method or device that includes the element. In this article, each embodiment may focus on the differences from other embodiments, and the same and similar parts between the various embodiments can be referenced to each other. For the methods, products, etc. disclosed in the embodiments, if they correspond to the method part disclosed in the embodiments, then the relevant parts can be found in the description of the method part.

[0082] Those skilled in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software may depend on the specific application and design constraints of the technical solution. The technicians may use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of the embodiments of the present disclosure. The technicians will clearly understand that, for the convenience and brevity of description, the specific working processes of the systems, devices and units described above can refer to the corresponding processes in the aforementioned method embodiments and will not be repeated here.

[0083] In the embodiments disclosed herein, the disclosed methods and products (including but not limited to devices, equipment, etc.) can be implemented in other ways. For example, the device embodiments described above are merely illustrative. For example, the division of the units can be merely a logical functional division. In actual implementation, there may be other division methods, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. In addition, the coupling or direct coupling or communication connection between each other shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, and can be electrical, mechanical or other forms. 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 they may be distributed on multiple network units. Some or all of the units may be selected to implement this embodiment according to actual needs. In addition, the functional units in the embodiments of the present disclosure may be integrated into a processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0084] The flowcharts and block diagrams in the accompanying drawings show the possible implementation architectures, functions and operations of the systems, methods and computer program products according to the embodiments of the present disclosure. In this regard, each box in the flowchart or block diagram can represent a module, program segment or part of the code, and the module, program segment or part of the code contains one or more executable instructions for implementing the specified logical functions. In some alternative implementations, the functions marked in the box can also occur in an order different from that marked in the accompanying drawings. For example, two consecutive boxes can actually be executed substantially in parallel, or they can sometimes be executed in the opposite order, which can depend on the functions involved. In the descriptions corresponding to the flowcharts and block diagrams in the accompanying drawings, the operations or steps corresponding to different boxes can also occur in an order different from that disclosed in the description, and sometimes there is no specific order between different operations or steps. For example, two consecutive operations or steps can actually be executed substantially in parallel, or they can sometimes be executed in the opposite order, which can depend on the functions involved. Each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, may be implemented by a dedicated hardware-based system that performs the specified function or action, or may be implemented by a combination of dedicated hardware and computer instructions.

Claims

1. A method for handling air conditioner failure, characterized in that: include: When the air conditioner fails, obtain fault information; Determine the fault type based on the fault information; When the fault type is a hardware fault, the corresponding after-sales strategy will be implemented based on the complexity of the fault.

2. The method according to claim 1, characterized in that Execute corresponding after-sales strategies based on the complexity of the fault, including: Determine the complexity of the fault; When the fault is simple, the fault solution will be sent to the user terminal and the user will be prompted to handle it; When the fault is complex, the solution will be sent to the after-sales service end and the user end for processing.

3. The method according to claim 2, characterized in that Determine the complexity of the fault, including: Determine the cause of the fault based on the fault information; Determine the complexity of the fault based on the cause of the fault.

4. The method according to claim 3, characterized in that Determine the complexity of the fault based on the cause, including: When the cause of the fault is a hardware program failure, it is simple to determine the fault; When the fault is caused by hardware damage, it is complicated to determine the fault.

5. The method according to claim 2, characterized in that When the fault is simple, it also includes: Determine the troubleshooting solution through after-sales service.

6. The method according to claim 2, characterized in that When the fault is complex, it also includes: Send the cause of the fault to the professional analysis terminal through the after-sales service terminal; The troubleshooting solution is determined by professional personnel.

7. The method according to any one of claims 1 to 6, characterized in that After determining the fault type, the following also applies: When the fault type is a software fault, the user is prompted to upgrade the software on the device control end from the user end.

8. A device for handling air conditioner failures, comprising a processor and a memory storing program instructions, characterized in that: The processor is configured to execute the method for handling air-conditioning failure according to any one of claims 1 to 7 when running the program instructions.

9. A system, characterized in that: include: System ontology; The device for handling air conditioning failures as claimed in claim 8 is installed in the system body.

10. A computer-readable storage medium storing program instructions, characterized in that: When the program instructions are executed, the computer is configured to execute the method for handling air-conditioning failure according to any one of claims 1 to 7.

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