Device fault reporting and fault diagnosis method and system

Abstract

The invention provides a device fault reporting and fault diagnosis method and system. The method comprises steps: S1, a fault reporting terminal transmits comprehensive fault information of an intelligent device to a cloud server according to a preset fault reporting mode; S2, according to a preset fault analysis rule, the cloud server analyzes the comprehensive fault information of the intelligent device and a corresponding maintenance scheme is acquired from the database of the cloud server; and S3, the cloud server returns the maintenance scheme generated in the step S2 to the fault reporting terminal. fault reporting mode in various channels such as automatic fault reporting, code scanning fault reporting and purely manual fault reporting are adopted, fault reporting under various conditions of the intelligent device can be realized, and according to the received comprehensive fault information, multiple diagnosis methods such as high-precision feature information matching retrieval, rule engine and text similarity comparison rule are adopted, a maintenance scheme with strong pertinency can be acquired as much as possible, and a user and an engineer can perform accurate and efficient maintenance conveniently.

Description

technical field [0001] The invention relates to the technical field of equipment fault processing, in particular to a method and system for equipment fault reporting and fault diagnosis. Background technique [0002] When a fault occurs in a smart terminal device, the customer needs to provide various types of information such as device information, fault reporting customer information, device location information, and fault information when reporting to the device manufacturer for repair. At present, the traditional operation and maintenance mode in the industry is: when a customer finds that the equipment is malfunctioning and cannot be used normally, they call the unified customer service number of the equipment manufacturer to report for repair. Manually fill in the work order based on the content obtained from the customer, and dispatch the work order to the maintenance engineer. The maintenance engineer will make an appointment for the customer to carry out on-site mai...

AI Technical Summary

Problems solved by technology

In the flow process of the above-mentioned traditional operation and maintenance mode, there are too many information that customers need to provide, which leads to poor customer experience, inaccurate information provided by customers makes it difficult to locate faults, customer service calls are often busy, and manual transmission of data is partial or distorted, etc. Problems, resulting in inaccurate failure information, difficult maintenance or multiple on-site maintenance, resulting in waste of manpower and material resources, etc.

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