Ticket #1625617 | Omron Freshdesk Assist

AOI US Closed

After power outage - VT-S500-02-1636 Cannot Connect to DB

CustomerNot indexed

CompanyNot indexed

Priority2

TypeAOI - No Action Required

UpdatedOct 31, 2025 at 11:28 AM

Thread6 messages

Ticket metadata

Group: AOI US (150000419797)
Status: Closed (5)
Created: Oct 28, 2025 at 2:31 PM
Requester: Not indexed
Company: Not indexed
Last synced: May 19, 2026 at 1:25 AM
Resolved: N/A
Closed: N/A
Tags: A - AOI CASE ACK EN, A - Reply Open, LOCKED

Current case

Customer issue

We suffered a power outage. Now at application startup, we get a “cannot connect to DB” error. Can you please support? *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

Conversation

Engineer and customer thread

6 messages

Customer Customer reply | Oct 28, 2025 at 3:10 PM

Hi Tony, [email] Everything looks good on this machine from the server. *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

freshdesk-inline-150135972898.png

1 tiny or repeated image hidden.
Customer Customer reply | Oct 28, 2025 at 3:34 PM

That didn’t work either. *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

freshdesk-inline-150135977042.png

1 tiny or repeated image hidden.
Customer Customer reply | Oct 28, 2025 at 3:51 PM

Tony, This machine is still down. We urgently need assistance to get running again, *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

freshdesk-inline-150135979853.png

1 tiny or repeated image hidden.
Customer Customer reply | Oct 28, 2025 at 3:58 PM

Here is teamviewer login [email] *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

freshdesk-inline-150135981066.png

freshdesk-inline-150135981068.png

1 tiny or repeated image hidden.
Customer Customer reply | Oct 28, 2025 at 4:39 PM

Please use the credentials below to start a session. TeamViewer ID: 1 177 439 058 Password: m5y2xas9 *** Note *** As of 10/14/2025, my email address has changed to [email] ________________________________________ Matt Steele Manager II - Production Engineering (SMT) Astemo Americas, Inc. 955 Warwick Road, Harrodsburg, KY 40330 T ([phone] E [email] https://www.astemo.com [email]

freshdesk-inline-150135987596.png

freshdesk-inline-150135987597.png

1 tiny or repeated image hidden.
Omron internal Private note | Oct 28, 2025 at 11:57 PM

Private

Did this get resolved Tony? Hard to follow this thread, but it looks like it's still open? Please let us know

Read-only retrieval

Retrieved evidence

6 matches

Match strength measures text overlap with past cases and KB documents. It is not the probability that a diagnosis is correct.

How this score is calculated

Top past case17 pts

Previous cases

1 Past case Weak
#1690704 Re: [EXTERNAL]RE: SynQor PO 96142
Matched in subject, ticket text, conversation: 14, power, connect, email, 10

Re: [EXTERNAL]RE: SynQor PO 96142 Hi Francisco, We currently have the newer AOI VT-S1080 machine that was moved to our new facility powered up. I am working with our IT Team to get the servers connected. After which, we will be performing the calibration with...
Raw retrieval score 34
2 Past case Weak
#1803974 Re: Re: [EXTERNAL]RE: SynQor PO 96142 [Case: 1690704]
Matched in subject, ticket text, conversation: 14, power, connect, email, 10

Re: Re: [EXTERNAL]RE: SynQor PO 96142 [Case: 1690704] Hi Francisco, Thank you for this confirmation. We will discuss this on our end and get back to you about the PO and what we would like to do. Thank you, Olivia Pisacano Process Quality Engineer SynQor, Inc....
Raw retrieval score 30
3 Past case Weak
#1819871 Re: Power Off Constante [Case: 1803142]
Matched in subject, ticket text, conversation: power, 14, email, 10, address

Re: Power Off Constante [Case: 1803142] Las IP coinciden en la maquina con lo que tenemos en el vDBtool [cid:71dfbcfb-47db-4610-8ce6-411177abd167] Best Regards AP ________________________________ From: AOI Tech Support - MX Sent: Friday, July 17, 2026 8:51 AM...
Raw retrieval score 29

Knowledge base

1 KB guidance Weak
Case: Bittrace AXI SQL Express Connection Refused After Domain Rejoin
kb/10_cases/2025-10-29_bittrace-axi-sqlexpress-connection-refused-after-domain-rejoin.md | power, connect, 10, 14, 2025

# Case: Bittrace AXI SQL Express Connection Refused After Domain Rejoin ## Summary - System: Bittrace Archiver / AXI / SQL Express / PostgreSQL - Symptom: Bittrace fails with `java.sql.SQLException` and `Connection refused` - Trigger pattern: Omron/AXI serve...
Raw retrieval score 13
2 KB guidance Weak
Case: vDB ORA-12514 Listener Hostname Mismatch
kb/10_cases/2025-06-10_vdb-ora-12514-listener-hostname-mismatch.md | connect, 10, 14, 2025

# Case: vDB ORA-12514 Listener Hostname Mismatch ## Summary - System: Omron vDB / Oracle - Product / model: AOI program delivery / vDB-connected workflow - Error: `ORA-12514: TNS:listener does not currently know of service requested in connect descriptor` -...
Raw retrieval score 12
3 KB guidance Weak
Case: ProgramDeliveryManagerFastest Port 9100 WCF Timeout
kb/10_cases/2025-06-17_programdeliverymanagerfastest-port-9100-timeout.md | power, connect, 10, 2025

# Case: ProgramDeliveryManagerFastest Port 9100 WCF Timeout ## Summary - System: AOI / vTS / ProgramDeliveryManager - Product context: VT-S series program delivery / inspection program lookup - Error area: WCF over `net.tcp` - Port: `9100` - Status: Reusable...
Raw retrieval score 11

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: low (30/100)
Reason: Matched power, outage, vt-s500-02-1636, connect, email, 10, 14, 2025, address, has; top ticket #1690704 scored 34; top KB match scored 13.

Similar historical tickets:
- #1690704: Re: [EXTERNAL]RE: SynQor PO 96142 (score 34) - https://omronelectronicsllc.freshdesk.com/a/tickets/1690704
- #1803974: Re: Re: [EXTERNAL]RE: SynQor PO 96142 [Case: 1690704] (score 30) - https://omronelectronicsllc.freshdesk.com/a/tickets/1803974
- #1819871: Re: Power Off Constante [Case: 1803142] (score 29) - https://omronelectronicsllc.freshdesk.com/a/tickets/1819871

Relevant KB docs:
- Case: Bittrace AXI SQL Express Connection Refused After Domain Rejoin (kb/10_cases/2025-10-29_bittrace-axi-sqlexpress-connection-refused-after-domain-rejoin.md, score 13)
- Case: vDB ORA-12514 Listener Hostname Mismatch (kb/10_cases/2025-06-10_vdb-ora-12514-listener-hostname-mismatch.md, score 12)
- Case: ProgramDeliveryManagerFastest Port 9100 WCF Timeout (kb/10_cases/2025-06-17_programdeliverymanagerfastest-port-9100-timeout.md, score 11)

Suggested next checks:
- Confirm the exact machine model, software version, and current alarm or symptom.
- Compare the customer symptom against the matched ticket notes and screenshots.
- Use the matched KB doc as the checklist before recommending parts or escalation.
- If the match is weak, keep this as research only and continue manual triage.

Omron Application Engineer

Ticket copilot

Connecting

Ticket #1625617 After power outage - VT-S500-02-1636 Cannot Connect to DB

Customer Not indexed

Company Not indexed

Freshdesk Review inbox 0

Ready to investigate this ticket

Start a complete analysis or ask a focused question below.

Analysis activity Waiting

Choose an engineer and start an analysis.