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Ticket #1621379

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AOI US Closed

Support Request for Suba Technology - To complete programming of the Class 3 board

CustomerNot indexed
CompanyNot indexed
Priority2
TypeAOI - No Action Required
UpdatedNov 17, 2025 at 1:38 PM
Thread20 messages
Ticket metadata
Group
AOI US (150000419797)
Status
Closed (5)
Created
Oct 22, 2025 at 4:43 PM
Requester
Not indexed
Company
Not indexed
Last synced
May 19, 2026 at 1:25 AM
Resolved
N/A
Closed
N/A
Tags
A- TSG - EN Case Creation ACK, A-TSG - EN - Lang, A - 1 Hour Delay rslv, LOCKED, NEW from LOCKED

Current case

Customer issue

For a complete and efficient response, please fill out the fields below: -------------- Company: Suba Technology, Inc. Name: Alex Obice Phone: [phone] (cell) Country: USA State or Province: CA Product Name: Zipline 20817-003 REV G How can our support team help you?: Hello Tim As per your conversation with Rick, I have initiated this case for either Brian or Ryan to finish programming the Class 3 project for our customer Zipline. Please give me a call in case you have any questions BR, Alex

Conversation

Engineer and customer thread

20 messages
  1. Omron Application Engineer Omron reply | Oct 22, 2025 at 5:16 PM
    Hello Alex, I will connect now
  2. Customer Customer reply | Oct 22, 2025 at 5:17 PM
    Okay... Just sent you another case number The machine is not functioning.. I have placed all the necessary information on my last message Included is the Team Viewer access code Thank you and best regards Alex ________________________________
  3. Customer Customer reply | Oct 22, 2025 at 5:17 PM
    Thank you ________________________________
  4. Customer Customer reply | Oct 22, 2025 at 5:23 PM
    Hi Brian I am in front of the machine Do you need any outside assistance? BR, Alex Get Outlook for iOS ________________________________
  5. Omron Application Engineer Omron reply | Oct 22, 2025 at 5:28 PM
    Hello Alex, The inner left reflector sensor is tripped. This is most likely due to dirt on the reflector. While the left shutter door is still open, please clean the reflector sticker in the attached photo. For reference, we want “Presence Left 1” to turn OFF. After cleaning, close CF-MAINTENANCE and start the software again
  6. Customer Customer reply | Oct 22, 2025 at 6:00 PM
    Okay The machine is restarting now A few more minutes to go (at 30% now) Adding. New TV code access Thank you Alex Get Outlook for iOS ________________________________
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  7. Omron Application Engineer Omron reply | Oct 23, 2025 at 8:44 AM
    Hello Alex, Alex, I will be able to help you out with this PCB programming today, just left me know how and when to connect. Did you get the new re-spin of the board I was working on before or is this the same. Also do we have a BOM for this assembly?
  8. Customer Customer reply | Oct 23, 2025 at 11:03 AM
    Good morning I would say no changes have been made to that program but I can ask and confirm back to you or you can log in to the machine with the TV access code I gave you... I am driving to work and it will take me about 30-45min for me to be in front of the machine to assist in case you cannot connect Please call me on this number for faster reply [phone] I will be there around 8:45 latest by 9:00am Thank you Alex Get Outlook for iOS ________________________________
  9. Customer Customer reply | Oct 23, 2025 at 11:09 AM
    I'll test the TeamViewer, but likely the password reset since yesterday. I'll give you a call at 9am.
  10. Omron Application Engineer Omron reply | Oct 23, 2025 at 11:19 AM
    Hello Alex, TeamViewer creds worked, just need load the program and board. I'll wait to till you arrive.
  11. Customer Customer reply | Oct 23, 2025 at 11:31 AM
    Rick is already there He will assist you Get Outlook for iOS ________________________________
  12. Customer Customer reply | Oct 23, 2025 at 12:04 PM
    Hello Ryan I am here Please see attached BOM for the Zipline board (3D X-Ray Inspection, Class 3) Please give me a call if you need me [phone] BR, Alex
  13. Customer Customer reply | Oct 23, 2025 at 12:05 PM
    Got it thanks
  14. Omron internal Private note | Oct 24, 2025 at 9:49 AM
    Private
    Tickets with IDs 1621415 and 1621417 are merged into this ticket.
  15. Omron internal Private note | Oct 24, 2025 at 9:49 AM
    Private
    Merged from ticket 1621415 Subject: Support Request for Suba Technology - 3D Xray machine is malfunctioning Description: For a complete and efficient response, please fill out the fields below: -------------- Company: Suba Technology, Inc. Name: Alex Obice Phone: [phone] (cell) Country: USA State or Province: CA Product Name: 3D-Xray machine How can our support team help you?: Our 3D Xray machine is malfunctioning This is the error we see: error log is attached! For faster access to the machine, Please use this Team Viewer access code:
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  16. Omron internal Private note | Oct 24, 2025 at 9:49 AM
    Private
    Merged from ticket 1621417 Subject: Re: Support Request for Suba Technology - To complete programming of the Class 3 board Description: Alex, The correct Omron support email address is [email] please use this going forward. I am copying them on this message. Thanks, Tim Get Outlook for iOS From: Alex Obice Sent: Wednesday, October 22, 2025 3:43:31 PM To: IA.TechSupport-OEI ; Tim Anderson / OEI Cc: Brian Andersen / OEI ; Ryan Morrow / OEI ; Rick Suba Subject: Support Request for Suba Technology - To complete programming of the Class 3 board For a complete and efficient response, please fill out the fields below: -------------- Company: Suba Technology, Inc. Name: Alex Obice Phone: [phone] (cell) Country: USA State or Province: CA Product Name: Zipline 20817-003 REV G How can our support team help you?: Hello Tim As per your conversation with Rick, I have initiated this case for either Brian or Ryan to finish programming the Class 3 project for our customer Zipline. Please give me a call in case you have any questions BR, Alex WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe.
  17. Omron internal Private note | Oct 27, 2025 at 3:28 PM
    Private
    Subject: RE: Support Request for Suba Technology - To complete programming of the Class 3 board [ AOI Case# 1621379] has been resolved. Description: Hello Alex, Thank you for your recent inquiry. We’re pleased to inform you that your case 1621379 has been resolved. As always, we're here to support you. If you need assistance in the future, please don’t hesitate to reach out to us via our support email: [email] If you believe further support is needed regarding this case, simply reply to this message with a brief status update, and we’ll be happy to assist you. Ryan Morrow Your Omron AOI Technical Support Group
  18. Customer Customer reply | Nov 10, 2025 at 1:49 PM
    Good morning everybody I would like to request support for the X-Ray machine Ryan, According to Vu, he is encountering offset measurements from the board and machine results.. We will do a remote review and we will send you the TV passcode as soon as you are available Second, is the finishing of the program you and Brian had worked on ( for Zipline). Since this customer is still asking for the entire board to be inspected, Rick has asked me to check with you, what would take to have this entire board covered/inspected.. Please send me details of what would take to have this project completed. Thank you Alex
  19. Customer Customer reply | Nov 11, 2025 at 9:41 AM
    Alex I will be available to tomorrow to remote in and look at the issue and get an estimate on what it would take to program all components on the board. Vu, can you give me a little more detail on what specifically you are finding when you say, "offset measurements"?
  20. Customer Customer reply | Nov 17, 2025 at 1:38 PM
    Hello Ryan, Good afternoon there We are still not in the safe zone yet. We need more support from Omron. I was researching the report data/information and could not find the option to report by S/N inspected. That is vital for me to proof the job was complete on every/per unit. Also, the readable report (not the raw data) needs to be exported on either .csv or .xls, or .xlsx As mentioned on my voice message, I need to send the reports for the first 5 units today, in order to have the shipment approved (deadline/shipping date is tomorrow) Also, Vu is working on the program and I need you to review it and confirm that it is within IPC CLASS 3 As you know, we need the program/inspection to cover the entire board (top and bottom - except the terminal blocks) within IPC Class 3 Almost there... Help us to cross the finish line Please get back to me ASAP Please call me on this number [phone] (cell) Thank you very much Alex