Ticket #1766400

V-CA Image Missing/Slowness [Case: 1758698] From: AOI Tech Support - US Date: Monday, May 11, 2026 at 1:04 PM To: Kenneth Hartford Cc: Nathan Klapper ; Kelly Marsh ; Marc Alston ; Zachary Thurlow Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, Teamviewer still won't let me connect to it. Can you try to reboot that VM and then send me the credentials again? [https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTUwMTYxMjU2MTEwLCJkb21haW4iOiJvbXJvbmVsZWN0cm9uaWNzbGxjLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyNTQ5ODMyfQ.W9NltOH5Gf6pGcHAyAoP-S6CD8NvsDdLkgEv6ECcI2U] [This is Jeremiah Soliz's card. Their email is [email] Their phone number is +[phone].] On Mon, 11 May at 11:58 AM , Kenneth Hartford wrote: Jeremiah, I sent an SMS to you as well, haven’t heard back. Do you need me to setup a meeting for another time today to continue with your troubleshooting? Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: Kenneth Hartford Date: Monday, May 11, 2026 at 12:08 PM To: AOI Tech Support - US Cc: Nathan Klapper ; Kelly Marsh ; Marc Alston ; Zachary Thurlow Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Sorry, had to hop on a call with our CFO, TeamViewer ID: 493 597 055 Password: 578ndtt4 Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: AOI Tech Support - US Date: Monday, May 11, 2026 at 11:40 AM To: Kenneth Hartford Cc: Nathan Klapper ; Kelly Marsh ; Marc Alston ; Zachary Thurlow Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, I haven't recieved a screenshot for teamviewer again, so I'm not able to connect. Please note, the Oracle DB is currently stopped and needs restarted again. Also, I found the source file that is creating the trace log files that seem to be clogging up the E drive, but need to verify that it's changed and stopped. Please send a new screenshot of teamviewer when you have time. [This is Jeremiah Soliz's card. Their email is [email] Their phone number is +[phone].] On Mon, 11 May at 9:05 AM , AOI Tech Support - US wrote: Hello Kenneth, Right after we hung up on the phone, the teamviewer session got stuck here. I'm connected but it seems like something is alt-tab'd or a popup has occured that needs somebody to click on? [https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTUwMTYxMjE4NTk2LCJkb21haW4iOiJvbXJvbmVsZWN0cm9uaWNzbGxjLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyNTQ5ODMyfQ.68z0fu5bDLRdVv8vpUUCZqO2Fe8rlyX3Uy3YDO-HpOI] [This is Jeremiah Soliz's card. Their email is [email] Their phone number is +[phone].] On Mon, 11 May at 8:12 AM , Kenneth Hartford wrote: That works - can you call [phone] Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: AOI Tech Support - US Date: Monday, May 11, 2026 at 9:10 AM To: Kenneth Hartford Cc: Nathan Klapper ; Kelly Marsh ; Marc Alston ; Zachary Thurlow Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, How about now? :) [This is Jeremiah Soliz's card. Their email is [email] Their phone number is +[phone].] On Mon, 11 May at 8:09 AM , Kenneth Hartford wrote: Absolutely, What time works for you today? Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: AOI Tech Support - US Date: Monday, May 11, 2026 at 8:54 AM To: Marc Alston Cc: Nathan Klapper ; Kelly Marsh ; Kenneth Hartford Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, Any chance of getting teamviewer acccess to figure out why your E Drive is so full? Let me know? [This is Jeremiah Soliz's card. Their email is [email] Their phone number is +[phone].] On Mon, 11 May at 7:35 AM , Marc Alston wrote: Hello Saqib, Here you go. [https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTUwMTYxMTk4ODI4LCJkb21haW4iOiJvbXJvbmVsZWN0cm9uaWNzbGxjLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyNTQ5ODMyfQ.8aqBMQGq1jvWDfdI-9PAoZh32RkU5U9HRxds-1GbPNs] From: AOI Tech Support - US Sent: Friday, May 8, 2026 4:21 PM To: Kenneth Hartford Cc: Marc Alston ; Nathan Klapper ; Kelly Marsh Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, I'm sorry for the late response, I had to ask Japan for help. Would you please send a screenshot from the vDB Admin tool --> System Monitor page. Thank you for your help. Best Regards [This is Saqib Toor's card. Their email is [email] Their email is [email] Their phone number is +[phone].] On Mon, 4 May at 4:47 PM , Kenneth Hartford > wrote: Sorry for the delay, the log files have been uploaded. Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com [Work-2.png] From: AOI Tech Support - US > Date: Monday, May 4, 2026 at 11:08 AM To: Kenneth Hartford > Cc: Marc Alston >; Nathan Klapper >; Kelly Marsh > Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, Could you please upload logs to the following link? https://app.box.com/f/dfaab0ff0dac4ce2ae39b70ef780bff8 Francisco Villalpando Engineering Supervisor Direct: +[phone] [email] On Fri, 1 May at 11:14 AM , Kenneth Hartford > wrote: Saqib, Does Omron have a SFTP site where I can upload the logs requested below? Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: AOI Tech Support - US > Date: Thursday, April 30, 2026 at 3:24 PM To: Kenneth Hartford > Cc: Marc Alston >; Nathan Klapper >; Kelly Marsh > Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, Would you please send these logs: g:\prismDB_ApplicationLog\qupnavi\date_xxxx g:\prismDB_ApplicationLog\SystemMonitor\date_xxxx e:\oracle\diag\rdbms\prismdb\prismdb\trace\alert_prismdb.log Best Regards [This is Saqib Toor's card. Their email is [email] Their email is [email] Their phone number is +[phone].] On Thu, 30 Apr at 11:23 AM , AOI Tech Support - US > wrote: Hello Kenneth, ​Is there any anti-virus software running on the server? If the VCA is low to load on the server then there might be some process causing this slowdown. Please check the server resources from task manager if some other process is using the resources. I'm available for phone call , please call me at [phone]. Best Regards [This is Saqib Toor's card. Their email is [email] Their email is [email] Their phone number is +[phone].] On Thu, 30 Apr at 10:40 AM , Kenneth Hartford > wrote: Ok, I was experiencing slowness running this on the server itself, but we did restart to see if that would resolve it. It has not. Is there a chance we can have a quick call to review the configuration? Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com From: AOI Tech Support - US > Date: Thursday, April 30, 2026 at 11:11 AM To: Kenneth Hartford > Cc: Marc Alston >; Nathan Klapper >; Kelly Marsh > Subject: Re: V-CA Image Missing/Slowness [Case: 1758698] Hello Kenneth, This is most likely caused by either a slow network connection or server problem. I would restart the server and see if that resolve this issue. If you still have issue then please open a Firefox browser on the server and check the if it has same problem. If the review station works fine on the server then it is will some network traffic related issue. Best Regards [This is Saqib Toor's card. Their email is [email] Their email is [email] Their phone number is +[phone].] On Thu, 30 Apr at 9:39 AM , Kenneth Hartford > wrote: To whom it may concern, We’re running into an issue when trying to load component image it just sits on “Obtaining Image”. Thanks, Kenneth Hartford IT Technical Lead [Life Lens logo] LifeLens Technologies, Inc. 1 Ivybrook Blvd., Suite 100 Ivyland, PA 18974 www.lifelenstech.com ________________________________ The information transmitted by this email is intended only for the person or entity to which it is addressed. This email may contain proprietary, business-confidential and/or privileged material. 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