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Ticket #1738521

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AOI US Closed

LINE DOWN - VP9000 will not boot

CustomerNot indexed
CompanyNot indexed
Priority4
TypeFYI-No Action Required
UpdatedApr 25, 2026 at 1:28 PM
Thread42 messages
Ticket metadata
Group
AOI US (150000419797)
Status
Closed (5)
Created
Apr 7, 2026 at 6:57 AM
Requester
Not indexed
Company
Not indexed
Last synced
Aug 2, 2026 at 11:19 PM
Resolved
Apr 15, 2026 at 9:02 AM
Closed
Apr 23, 2026 at 12:27 PM
Tags
A - AOI CASE ACK EN, A - Reply Open, A - 1 Hour Delay rslv, AOI - New CSAT Sent, LOCKED

Current case

Customer issue

Good Morning, If someone can call me this morning it would be appreciated. While starting up the machines this morning the main pc for our VP9000 (Sn ML-62759) would not boot. The power supply fans spins but the case fan doesn't turn on. There is blinking on the Ethernet but no activity lights on the front of the case. Please advise. Andrew Shock Process Engineer P ([phone] | M [phone] ITAR Disclaimer: This message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. ITAR CONTROLLED This correspondence may contain Technical Data whose export is restricted by the Arms Export Control Act (Title 22, U.S.C., Sec 2751, et seq.). Violations of these export laws are subject to severe criminal penalties. This data may not be resold, diverted, transferred, transshipped, made available to a foreign national by any means.

Conversation

Engineer and customer thread

42 messages
  1. Customer Customer reply | Apr 7, 2026 at 8:11 AM
    Good Morning, Has anyone had a chance to review this? Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  2. Customer Customer reply | Apr 7, 2026 at 8:38 AM
    Good Morning, Follow up update. We drained the cmos battery and reinstalled it. This allowed the system to boot again. But after it trys to boot into windows it trys to shutdown immediately. Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  3. Omron Application Engineer Omron reply | Apr 7, 2026 at 9:25 AM
    Hello Andrew, This is most likely due to the UPS battery needing replaced. Please follow instructions from these PDF’s to disable UPS so your VP9000 will boot. Let us know if this resolves the issue, and we can start a quote for replacement. Thanks.
  4. Customer Customer reply | Apr 7, 2026 at 9:37 AM
    Hey Jeremiah, Having the UPS Cable disconnect still has the issue persisting. Also the documentation you sent was corrupted. We Tried booting into safe mode with success but running in normal windows crashes. I temp disabled Auto login but it still wants to shutdown as soon as windows initializes. We tried taking out and seating in each hardware card. Leaving all cards out and in and each trial cause it to shutdown after windows boot. We are currently trying to see if it will boot into normal windows with the recovery drive inside the PC. Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  5. Customer Customer reply | Apr 7, 2026 at 9:40 AM
    Hey Jeremiah, We tried with the recovery drive. And it shut down after windows boot there. Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  6. Omron Application Engineer Omron reply | Apr 7, 2026 at 9:57 AM
    Hello Andrew, https://transfer.xmage.ninja/s/Bc6eSYYPwRt8sDD ​Please download the PDF's from here. Depending on which VP9000 computer you have, method will be different. Disconnecting the UPS cord does not resolve. It's probably through the BIOS. Please follow that instruction and let me know? Sorry for delay, I'm on the plane flying to customer at the moment.
  7. Omron Application Engineer Omron reply | Apr 7, 2026 at 10:35 AM
    Hello Andrew, You can also look for this and disable. It’s just different method than the BIOS method.
  8. Omron Application Engineer Omron reply | Apr 7, 2026 at 10:37 AM
    Hello Andrew, Attaching pic again, not sure if it came through the first time.
  9. Omron Application Engineer Omron reply | Apr 7, 2026 at 10:40 AM
    Hello Andrew, Attached in email…
  10. Omron internal Private note | Apr 7, 2026 at 1:14 PM
    Private
    Please take a look at ticket 1738521 raised by Andrew Shock [email] They need a quote for replacement PC. Motherboard appears dead. Hopefully ML number is in the email chain. i just landed in Wisconsin FYI
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  11. Omron Application Engineer Omron reply | Apr 7, 2026 at 3:34 PM
    Hello Andrew, ​Please send photos of the name plate and PC label. We are working on a quote for a PC replacement for this machine. Regards,
  12. Customer Customer reply | Apr 7, 2026 at 3:36 PM
    Heres the requested photos Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  13. Customer Customer reply | Apr 7, 2026 at 3:37 PM
    Re-uploading cause attachments did not attach [Image] [Image] Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  14. Customer Customer reply | Apr 7, 2026 at 4:29 PM
    Hey Team, We were able to get the system to boot again but disabling the UPS per Jeremiah's recommendations did not stop it from shutting down on boot. Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  15. Omron Application Engineer Omron reply | Apr 7, 2026 at 6:34 PM
    Hello Andrew, I have a replacement PC of the same model; but it has been on a spare parts shelf for some time. Upon testing to verify that it is operational, I am experiencing (what appears to be) the same PC behavior as you. The PC will start to boot to Windows but will immediately revert to Windows Shutting Down despite any testing efforts thus far. Like you, it will boot to Windows in Safe Mode. Attempts at disabling the UPS battery do not seem to have an impact. The one thing that seems clear on my PC is that the CMOS battery failed during storage as my BIOS time is now incorrect. I will be replacing the battery tomorrow. We will continue our troubleshooting efforts with this PC since the phenomenon seems so similar. This is the first time to encounter this behavior. We will keep you updated and we recognize the importance of the situation.
  16. Customer Customer reply | Apr 7, 2026 at 6:38 PM
    Is this the only PC available? There is not a demo machine or similar that we can pull from? I need something tomorrow; we have a critical job that has to run down the line starting tomorrow. Thanks, Paul Brown Engineering Manager M [phone]

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  17. Customer Customer reply | Apr 7, 2026 at 6:42 PM
    Hi Brad, When the PC locked up and would not boot at all, the only way we could get it to boot (and then shutdown) was to remove the cmos battery after removing power. Then making sure the power was drained before replacing the battery and powering up. Then it would go through a few BIOS loops setting time etc and restarting before finally loading windows them shutting down. Tom Scales Senior IT Manager - Saline P [phone] x325 [email] 710 North Maple Road, Saline, MI, 48103 [signatureImage] Sent from Outlook for iOS ________________________________

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  18. Omron Application Engineer Omron reply | Apr 7, 2026 at 6:58 PM
    Paul. We do not have another of these PCs currently available for immediate support. While considering options, we are troubleshooting in hopes of being able to resolve the issue versus the incredibly rare need to fully replace a PC.
  19. Omron Application Engineer Omron reply | Apr 7, 2026 at 10:14 PM
    If the CMOS battery dies or is replaced, BIOS settings would be lost. Attached is the normal BIOS settings for this model PC. I will walk through all these settings after replacing the battery in our spare PC; so I have not yet tested if this resolves the issue. However, I wanted to share this same information with the Emerald team now so that you can also review this information as soon as possible. Regards.
  20. Customer Customer reply | Apr 8, 2026 at 7:21 AM
    Hey Team, I tried with the boot config change (looks like we need to replace our cmos battery) After doing the adjustments listed i got the system to boot into windows. We disabled auto login during troubleshooting so I need someone to send me the VPS account password to reset it back up. While trying to boot into the VP9000 software under the CKD user profile it gets as far as loading Nowins but then freezes up on trouble disp with no alerts. Any ideas? Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  21. Customer Customer reply | Apr 8, 2026 at 7:31 AM
    Hey Team, I was reading through the RTS logs for the system and comparing from a few days ago The first thing that caught my eye was this Acap18_MachineError Any idea what this is erroring for? Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  22. Omron Application Engineer Omron reply | Apr 8, 2026 at 9:08 AM
    Hello Andrew, vps user password is ckd. For the Acap18_MachineError, please double-check all connections are correct and secure to the PC. Please closely refer to the connection diagram inside the cabinet door of the machine. If the problem remains, press Ctrl+F4 while the error screen is showing to generate a log file and send the E:\vpdata\Log folder. ​
  23. Customer Customer reply | Apr 8, 2026 at 9:59 AM
    Hey Team, I verified the cabling and reseated the cards just in case. Ran into the same issue. Here is the log file.​[https://res.public.onecdn.static.microsoft/assets/fluentui-resources/1.1.0/app-min/assets/item-types/24/zip.png]Log.zip ​ Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________

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  24. Omron Application Engineer Omron reply | Apr 8, 2026 at 10:30 AM
    Hello Andrew, Is there a code for the log flie download? Also, I'm not sure of the status of the backup HDD; but did you try to swap and run from that drive at this point?
  25. Customer Customer reply | Apr 8, 2026 at 10:33 AM
    Brad, I granted you access. Try again. I'll try the boot from the backup HDD and report findings. Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________

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  26. Customer Customer reply | Apr 8, 2026 at 10:44 AM
    I swapped to the recovery drive. It got past login then it looks like the whole system locked up. I can't get window to pop up. Its just stuck frozen on the vp9000 main screen. The system has not been initialized. I'll keep checking if i can get initialization. Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  27. Omron Application Engineer Omron reply | Apr 8, 2026 at 11:19 AM
    Hello Andrew, I've been informed that the log file does not seem to be updated with recent information... This could be because you did not hold Ctrl+F4 or did so before the software started. When holding Ctrl+F4, you should receive a notification.
  28. Customer Customer reply | Apr 8, 2026 at 11:46 AM
    Brad, Should i be expecting a special folder to show up? Or contents to look for? Currently when i attempt to load into the software on the recovery drive this happens when trying to take the snapshot. Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  29. Omron Application Engineer Omron reply | Apr 8, 2026 at 12:52 PM
    Hello Andrew, Is the earlier image you sent (where the software was frozen on the VP9000 screen) after origin return? Was the user authentication screen (password input screen) displayed and did origin return completed?
  30. Customer Customer reply | Apr 8, 2026 at 12:53 PM
    The user authentication screen completed but was before origin. Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________

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  31. Omron Application Engineer Omron reply | Apr 8, 2026 at 2:10 PM
    Hello Andrew, If the CTRL+F4 does not work the please try SHIFT+F4. This will open the log folder and you copy and paste the files from there. Please check the RS232 serial cable connected to right port and all the USB cables are properly seated. You can also plug CN7107 to a different USB port and see if that makes a difference. Please let us know what you find out. Best Regards
  32. Customer Customer reply | Apr 8, 2026 at 2:37 PM
    Hey Saqib, No change. Here is a copy of the new log folder.​[https://res.public.onecdn.static.microsoft/assets/fluentui-resources/1.1.0/app-min/assets/item-types/24/zip.png]Log (2).zip ​ Best Regards, Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  33. Omron Application Engineer Omron reply | Apr 8, 2026 at 6:41 PM
    Hello Andrew, The current state of your machine/PC is unclear; but we will continue to review the log file and advise on any observable next steps. However, we were able to restore our spare PC today and went ahead and shipped it to Emerald now, as we decide between resolution path options. The intent is that this PC arrives to Emerald tomorrow morning. FedEx 870460789980
  34. Omron Application Engineer Omron reply | Apr 9, 2026 at 7:43 AM
    Hello Andrew, The Shift+F4 log files were inconclusive. I assume you continue to be unable to collect the Ctrl+F4 logs successfully? There are a couple other requests. Please share the D:\VP9000 folder and, if possible, share pictures of your connections on the back of the PC. Since booting to the OS and desktop seems reliable now, can remote access be shared? Thanks.
  35. Customer Customer reply | Apr 9, 2026 at 7:58 AM
    Hey Brad, I opened a Teamviewer session. Here is the requested photos Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  36. Omron Application Engineer Omron reply | Apr 9, 2026 at 8:58 AM
    Hello Andrew, Could you log on to the machine as a CKD user and send me password for the engineer log on please. I tried to switch the user to CKD and screen is blacked out and unresponsive. Best Regards
  37. Customer Customer reply | Apr 9, 2026 at 9:10 AM
    Hey Saqib, I don't remember the engineer pin off the top of my head but my pin is 1987 which should have the same permissions. Heres a updated link Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
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  38. Omron Application Engineer Omron reply | Apr 9, 2026 at 9:15 AM
    Hello Andrew, I'm not able to connect to teamviewer. Would you please restart teamviewer under ckd user instead of vps user? Best Regards
  39. Customer Customer reply | Apr 9, 2026 at 9:59 AM
    [email] The alt pc worked. The system is back up. Do you want me to ship the old pc back for diagnostic? Andrew Shock Process Engineer P ([phone] | M [phone] ________________________________
  40. Customer Customer reply | Apr 9, 2026 at 10:22 AM
    Private
    OEI Team, I checked the photo of the PC connection, the CN7133 cable is connected in the wrong port. The correct connection point for this cable is the upper RS-232C port (the port circled in red). [email] I recommend correcting this connection and checking if the operation improves. If the problem persists, it will be necessary to replace the PC with a maintenance PC, connect this PC to OEI's demo machine, and perform operational verification to investigate the cause. Best Regards, Kevin Higashi Service Engineer - SPI E-mail: [email] CKD Europe B.V. Beechavenue 125A 1119RB Schiphol-Rijk, NL [CKD_logo_color] EUROPE
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  41. Omron Application Engineer Omron reply | Apr 9, 2026 at 11:43 AM
    Hello Andrew, I am very glad to hear the machine is operating with the replacement PC provided. Good work. Thanks for your help. I'm going to create a separate email chain (outside of this Case Ticket) to discuss next steps with the original PC and/or replacement PC. Regards.
  42. Omron Application Engineer Omron reply | Apr 15, 2026 at 10:27 AM
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