The Using guidance of VIVO After-sales assistant tool SDA

售后支持助手SDA检测项使用指导(V01)

The Using guidance of After-sales assistant tool SDA

目录Content

售后支持助手SDA检测项使用指导(V01) 1

一、概述 Summarize: 2

二.使用步骤Use steps: 2

1.安装SDA工具Install SDA tools: 2

2.连接电脑Connect the computer 3

3.检测手机Test the phone: 5

4.工具设置(Tools Options) 6

5.查看“帮助”View the “Help” 8

三、各检测项功能介绍The introduction of each detection function 8

1. 基础检测 basic check 8

2、系统异常system exception 10

3、应用异常 app crash 11

4、手机发热Phone heat 和手机耗电Phone powerusage 12

5、器件自助检测device self check 15

6、器件交互检测device interactive check 15

一、概述 Summarize:

售后诊断助手SDA是专门针对vivo 公司android4.0以上的机器适配的一个检测、诊断型的工具。对难以重现的一些问题,通过检测出手机曾经出现过的异常,给维修人员提供参考,并给出处理建议(温馨提示)。

SDA is a testing & detecting tool for system above android 4.0, specially of vivo phone. Some hard-to-reproduce bugs can be detected by using SDA tool. It can give adviceor prompt to service engineer.

二.使用步骤Use steps:

1.安装SDA工具Install SDA tools:

双击安装包,选择需要的安装的语言,然后按照提示安装完成。

Double-click the package,choose the language,then click it follow the notes .

2.连接电脑Connect the computer

a.连接前如下,”Connect”的按键是亮起的,打开手机USB连接(请打开*#*#7777#*#*——打开”USB调试”),选择“一律允许”:

Before connecting,the”connect button”is open as follow pictures,please open the USB connects(call *#*#7777#*#*–open the USBdebugging)

b.点击“Connect”选项,连接上后,显示如下界面:

Clickthe “Connect”,when it had connected,it will show as below:

*如出现无法连接的问题If the tools connection failed,please do as follow:

a.请拨*#558—打开端口调试尝试;Please call *#558#—Quality verification—open the “Debugging port”

b.请确认驱动是否有安装好,可尝试安装vivo_usb_driver.

Checkthe vivo driver is fine, if it is not ok,you can try install” vivo_usb_driver”.

c.此软件搭配AFTool工具使用,请确认电脑有安装好AFTool并通过认证.

Before use SDA,please the AFTool has been installed and approved in your PC.

3.检测手机Test the phone:

根据客户描述的问题,选择相应的测试项目。Choose the test program as customer description.

例如:客户反馈第三方应死机、卡顿等,可以勾选”app crash——third app anr”

For example:The customer complain the third app anr,you can click the“system stability——third app anr”

点击Check,测试完毕后,右边界面会出现测试结果, 工具可以侦测手机至少一周内出现的异常。在检测结果区域,双击检测项,右侧匹配的解决方案自动将置为开头位置。

Click the “Check”,the right of interface will have the result,the tool can detect problems in the last week at least. In the detection result area, double click the detection item, and the right match solution will automatically be set to the beginning position.

维修完毕后,也可以通过此工具检测手机是否有维修OK。

After maintenance,you also can test the whether had been repaired or not by this function.

4.工具设置(Tools Options)

通过工具系统选项(Tools——Options),可以设置工具类型(内销or外销)和界面显示语言(中文or英文)

We can set the type and interface language by opening “Tools–Opitions”as below:

C:\Users\ADMINI~1.DG-\AppData\Local\Temp\1505900659(1).png

选择SDA Type,可以选择工具版本:内销或者外销

Choose SDA Type,we can choose Domestic or Overseas:

选择Language,可以选择工具显示语言:中文或者英文

Choose Language,can choose the interface language of tool:China or English:

5.查看“帮助”View the “Help”

使用中如果有遇到问题,请优先查阅右上角“帮助”(或按F1)

Please choose the “Help” which is on the right-top of interface(or enter F1)at first when you have a problem:

C:\Users\ADMINI~1.DG-\AppData\Local\Temp\1505732823(1).png

三、各检测项功能介绍The introduction of each detection function

1. 基础检测 basic check

对难以重现的一些问题,通过云检测出手机曾经出现过的异常,给维修人员提供参考,并给出处理建议(温馨提示)。目前可检测内容如下:

To some hard-to-reproduce bugs, the anomaly problem had found through cloud detection, it can provide reference to maintenance personnel, Currently testing content is as follows:

1.1手机ROOT:Phone root

ROOT后会导致系统不稳定,如概率性死机、重启、崩溃等异常,建议刷机到非ROOT稳定版本。

The system will be unstable after root,ex:unexpect hang、reboot、crash and so on,please flash the system to the official version.

1.2~1.4系统空间/可用、手机存储/可用、内存信息/可用system space/free、phone storage/free、ram/free

手机空间要进行定期清理。手机系统可用空间如果小于300M,需要清理不常用的应用或文件。(带U盘模式的机子需从安装程序里去清理空间,MTP模式机子可直接清理“手机存储”空间来释放空间)。定期清理后,有助于手机性能的提升。

The phone needs conduct regular cleaning.If the available space is less than 300M,please clear the not commonly used apps or file.(With U disk model machines need to clean up the space from the installer, MTP mode can be directly clean “mobile storage space to release space”).After regular cleaning, help mobile phone performance boost.)

1.5 开机自启动软件检测auto boot soft

如自启动软件过多会增加耗电、发热,建议根据提示进行关闭。

If the auto boot soft is too more,it increase power consumption, fever, and suggest according to the prompt to shut down.

1.6 第三方安全管理软件The third secure soft

第三方安全管理软件尽量少装,尽量使用官方的。

Try to minimize third-party security management software, try to use the official

1.7 IMEI 码检测:用来确定是否对该主板IMEI写的原始IMEI码还是其他,若是原始IMEI码,建议重新烧写。

IMEI check:it is used for check whether the IMEI had been change,If it is wrong,please rewrite the original IMEI.

1.8 手机系统新版本检测Phone new version check

检测手机端是否有新版本,若有,提示用户升级。

Check the system of phone is the lastest or not,if not,please update it.

2、系统异常system exception

2.1 系统内核重启(可能跟硬件主板相关)kernel restart(maybe related to MB board)

手机重启的一种异常类型。若检测超过4次,并且用户多次返修,疑似主板异常,可给用户更换主板。内核是安卓系统的底层服务。是安卓系统稳定运行的基石。一般情况下,内核都比较稳定。内核发生异常时,整机会黑屏重启。现象:手机使用过程中黑屏重启。此项可作为系统软件和硬件是否稳定的参考和依据。

(1)可能是底层软件服务遇到异常,(2)也可能硬件CPU/运存/EMMC不稳定导致。

用户首次反馈请刷机处理。假如用户再次反馈,并且频率大于等于每周4次,可以怀疑硬件问题,建议给用户换板

Kernel restart is abnormal.If the tool detected more than 5 times, And if the phone had repaired many times, there is issue in the MB,please change the MB. kernel is Android’s underlying service, that make Android System running stable. Under normal circumstances, kernel is stable.

when kernel occur exception,the phone will Screen Blackout and reboot. phenomenon:Screen Blackout when the phone is using. This can distinguish your phone’s software and hardware what is stable or not.

(1)Maybe underlying service occur exception; (2)or not stable hardware CPU/memory/EMMC lead to. Please fastboot when customer feedback firstly. If the user reported this problem again with it occurring over 4 times per week, then it might be a hardware problem. please replace mainboard.

2.2 系统上层重启(只跟软件相关,重启时间较短10s左右)

SWT(Only relate to software,Restart time is short about 10s)

系统上层重启一般为软件问题,需要升级软件和刷机尝试。系统服务是指运行在安卓系统内核以上的服务模块,较稳定。该服务发生异常时,不会导致整机重启。现象:出现手机卡屏卡死并进入vivo界面,之后不久进入锁屏界面。此项可作为系统软件是否稳定的参考和依据,与硬件无关。

(1)可能是由于系统服务出现异常,(2)也可能第三方应用非法调用系统服务导致。卸载可能引起异常的第三方应用,也可以刷最新软件版本解决。

SWT is relate to software normaly,need to update software or flash system.

System service is some services that run on Android kernel。These services are also stable.

This service occur exception will not lead to your phone reboot. Phenomenon : the phone stuck and enter VIVO interface, but not enter Lock screen.This can distinguish your phone’s software what is stable or not. This is nothing to do whit hardware.

(1) Maybe the system service occur exception, (2) or third app called system service illegally.

Uninstall some third APP that can lead to exceptuion, or fastboot to newest software version.

2.3系统文件完整性system file integrity

此项是针对EMMC和DDR的一项稳定性检测,EMMC就类似我们电脑上的硬盘,DDR类似内存。若检测到的数据有改变,并且用户多次送修,可断定EMMC或者DDR器件异常,需要换主板。

This point is for testing the EMMC which is similar to the hard disk of our computer. If it test fail, please try to flash system;And if the phone had repaired many times,please change the MB board.

3、应用异常 app crash

    1. 第三方应用卡屏/卡慢Respond slowly/jammed of third party apps

应用卡屏是一种应用异常情况,表现为手机界面卡死一段时间,按home键退出应用后系统依然正常运行。如果是第三方导致的卡屏、卡顿、停止运行,更新相关软件或者走官方渠道下载新的版本安装,若还不能解决,执行刷机升级处理。(注:如果没有异常不会体现结果)

Apps jammed is a kind of abnormal situation,the performance is that phone interface card is dead for a period of time. And press the home key, it will become OK.

If the reason is from the third-part apps, please update the apps or download them from the official website.If it is still fail, please flash the phone.(Note:If there is no problem, it will not reflect the result )

    1. 第三方应用停止运行the third app crash:

应用闪退,建议用户升级app版本到最新。第三方应用的问题,更新相关软件或者走官方渠道下载新的版本安装,若还不能解决,执行刷机升级处理。

App crash,please suggest customer update apps to the lastest version.If the reason is from the third-part apps, please update the apps or download them from the official website.If it is still fail, please flash the phone.(Note:If there is no problem, it will not reflect the result )

以上两项,用户会把它们当做手机系统有异常,实际上是第三方应用的异常行为,需要跟用户解释澄清,对主流的第三方应用,我们商务会与其沟通,敦促其修改优化。

The above two points, the user will take them as a mobile phone system problem, that is actually any abnormal behavior of third party applications, we need to explain to the user,our business will communicate with the third party applications, urgethem to modify the optimization.

3.3-3.4系统应用闪退/停止运行和系统应用卡屏/卡慢system app crash and anr

系统内置应用的相关异常,需要尝试升级软件和刷机。

It is built-in exceptions of system.Need to update software or flash system.

4、手机发热Phone heat 和手机耗电Phone powerusage

检测温度,参考常见问题处理指导。重点介绍“历史温度统计”项

It check the temperature,please refer to the 《维修常见问题处理流程》

401此项增加了历史温度检测。401 this item increases the historical temperature test.

历史温度曲线呈现一天中的温度变化情况,横坐标为时间,纵坐标为温度。

The historical temperature curve shows the temperature change in one day, the abscissa is the time, the ordinate is the temperature.

日期选择 Date selection

温度曲线切换 Temperature curve switching

点击电池温度(主板温度)按钮可选择是否显示电池温度曲线,其中绿色曲线对应主板温度,蓝色曲线对应电池温度。红色线为温度是否过高的警戒线。

Click the battery temperature (motherboard temperature) button to choose whether to display the battery temperature curve, in which the green curve corresponds to the motherboard temperature, and the blue curve corresponds to the battery temperature. Red line is the warning line of whether the temperature is too high.

提示信息中P为包名,C为使用cpu时间,WK为周期内持锁时间(s),WR为周期内WIFI接收的数据(KB),WT为周期内WIFI发送的数据(KB),MR为周期内移动数据接收量(KB),MT为周期内移动数据发送量(KB),G为周期内使用gps时长,a为该时刻是否有播放音频。

Message P is the package name for the use of CPU, C, WK for the period of time to lock (s),

WR for the period WIFI received data (KB), WT for the period of the data sent by WIFI (KB),

MR mobile data reception amount period (KB), MT mobile the amount of data sending period (KB),G to use the GPS cycle length, a for the moment whether the playback of audio.

历史温度建议 Historical temperature suggestion

统计温度超过警戒线的日期,以及当天温度超过警戒线时,列出占用资源较多的程序及其资源使用情况,并给出相应建议。

When the temperature is above the warning line and the day temperature is above the warning line, we list more resources and usage of resources, and give corresponding suggestions.

检测相关耗电信息,不做过多解释。

It check the temperature,please refer to the 《维修常见问题处理流程》

5、器件自助检测device self check

外置存储卡、EMMC、PA相关都是硬件检测,界定器件是否异常

External sdcard check、EMMC check、PA check all are hardware check,it can detect whether the device is normal.If it is fail,please change the hardware.

CPU稳定性&RAM稳定性 CPU&RAM stability

界定CPU和RAM是否稳定,若不稳定,需要换主板。

Test the stability of CPU&RAM, if test fail, please change mb board.

注:

PA检测完需要手动重启并确认关闭FTM模式(仅高通平台),具体关闭方式:

1)查看手机Android版本,打开手机依次选择:设置 –>更多设置–>关于手机Android版本

Note:

PA check need to manually restart and confirm the closure of FTM mode (only high-pass platform), the specific closure:

1) Check the Android version of the phone, open the phone and select: Settings -> More Settings -> About phone Android version

  1. Android 6.0.1 及以下的版本

2) Android 6.0.1 and below

SDA测试完成后,手动重启,如下:

After the SDA test is completed, restart manually, as follows:

手机重启后10秒左右会有关闭FTM模式的提示弹框,如下图:

About 10 seconds after the phone restarts, there will be a prompt box to close the FTM mode, as shown below:

快速点击弹框中的关闭FTM模式按钮,点击后如下图:
Click the close FTM mode button in the popup box and click the button below:

此时证明FTM模式确实没有关闭,选择下面的关闭按钮即可关闭FTM模式,关闭后手机会自动重启,如下图:

At this point to prove that FTM mode did not shut down, select the following close button to close the FTM mode, the phone will automatically restart after shutdown, as shown below:

  1. Android 6.0.1以上的版本

3) Android 6.0.1 above

测试结束后手动重启手机可以自动关闭FTM模式,不需要其他操作。
Restarting the phone manually after the test ends the FTM mode automatically and no other action is required.

6、器件交互检测device interactive check

这些检测项都是硬件检测项。All the test item are used for checking the hardware.

器件交互检测需要测试人员人工判定正常与否后,手动在手机点击确认,结果会在PC端上呈现出来。The device interaction check requires that the tester manually determine the phone is normal or not, and then manually click on the phone to confirm that the result will be displayed on the PC.

*以上项目中CPU stability/RAM stability/system file integrity/kernel panic/device self check/device interactive check这6项是检测硬件问题,其余都是针对软件问题检测。This 6 parts are used for testing hardware as below,others are for software.