Ticket #1782523 | Omron Freshdesk Assist

AOI US Closed

Repair PC from locked ticket:1729314

CustomerNot indexed

CompanyNot indexed

Priority1

TypeAOI - Repair

UpdatedJun 28, 2026 at 12:27 PM

Thread7 messages

Ticket metadata

Group: AOI US (150000419797)
Status: Closed (5)
Created: Jun 2, 2026 at 2:19 PM
Requester: Not indexed
Company: Not indexed
Last synced: Aug 3, 2026 at 5:00 AM
Resolved: Jun 26, 2026 at 12:14 PM
Closed: Jun 26, 2026 at 12:14 PM
Tags: LOCKED

Current case

Customer issue

Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Kavin Green-Hernandez : Brian, attached the PO for RVS PC setup and SW install. Please let me know when you're available and I'll set up remote access. From: Green-Hernandez, Kavin Sent: Monday, May 4, 2026 9:52 AM To: AOI Tech Support - US ; [email] Subject: Re: Repair PC [Case: 1729314] Morning Brian, I have a new PC with windows 11 ready to be setup. The ScreenConnect URL below should be good for 8 hours. https://magnaholly.screenconnect.com/?Session=9b1aa1c8-df7d-485e-a20b-1155ceb693c8&HostAccessToken=BHQRoZctdCDp6Ztw0V%2BhTOiSaYaJDwB76d2J8CI8bfrl772zsLndXBEVDO5J1TQdYoWNn1bANH6RSHSS6jGWZW%2FTWpigUI9mUR12mC0k9x%2Fu0TCqUVzLM%2F1IRC9%2FLZq2xz%2BgmlrZsSCQSkB7FWwIBD4MVzEavtj2oFFygshktbkiBkWxSsLF%2Br%2B1a6OjHKaDxg%3D%3D From: AOI Tech Support - US Sent: Tuesday, March 24, 2026 1:15 PM To: Green-Hernandez, Kavin Cc: [email] Subject: Re: Repair PC [Case: 1729314] WARNING:This e-mail originated from outside of Magna. Be cautious with links, attachments and QR codes. Hello Kavin, For the RVS-X PCs, Windows 11 is only officially supported on VT-X750 version 6.03.00A and onward. For VT-X700, the final version release (no future updates) is 4.03.00A, which maps to VT-X750 version 6.02.00A. This means that Windows 11 is not and will never be officially supported for the X700 platform. However, it is highly likely that the application will still function properly if set up in this OS. If you are okay with the risk, we can still try to setup the RVS-X PC for X700 on Windows 11. However you proceed with the setup, Omron can support it remotely as long as a connection is provided. Regards, On Tue, 24 Mar at 10:33 AM , Kavin Green-Hernandez wrote: Morning, Are there any concerns with replacing a repair PC for one of our x700 machines with a windows 11 PC? Could a Omron representative be able to install and setup the RVS software remotely? Attachments :1. PO-HLY0011786_v1_20260514 RVS install.pdf.

Conversation

Engineer and customer thread

7 messages

Omron Application Engineer Omron reply | Jun 10, 2026 at 11:52 AM

Hello Kavin, Could you confirm what is the software version your X700 machine has? in our notes we have 4.0C. You mentioned the reason of this install is because you want to replace the old review station right? if so, after complete installation we will need access to the old PC to remove license Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
Customer Customer reply | Jun 10, 2026 at 1:52 PM

Francisco, it's 4.02.00C. [cid:a893eb2d-56b8-4c95-9ae3-50eabf065d0a] I can provide access to both of the PC's. I'll need some time to set things up before hand. ________________________________
Omron Application Engineer Omron reply | Jun 10, 2026 at 2:59 PM

Hello Kavin, Thanks, when you're ready please share the link to get access to the PC. Saqib is available to install the software. Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
Customer Customer reply | Jun 10, 2026 at 3:47 PM

Will tomorrow morning be ok? I have to request temporary admin accounts for installing software and it’s to late today. ________________________________
Omron Application Engineer Omron reply | Jun 10, 2026 at 4:25 PM

Hello Kavin, I will be open later in the morning and afternoon. Please let me know when TeamViewer is ready and I can work on it. Saqib Toor Sr. Application Engineer Mobile: [phone] Emai: [email] Omron Automation Americas 2895 Greenspoint Parkway, Suite 200, Hoffman Estates, IL 60169 automation.omron.com [email]
Omron internal Private note | Jun 11, 2026 at 3:02 PM

Private

Tickets with IDs 1788008 is merged into this ticket.
Omron internal Private note | Jun 11, 2026 at 3:02 PM

Private

Merged from ticket 1788008 Subject: Repair PC from locked ticket:1729314 Description: Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Kavin Green-Hernandez : Can we set up a date to do this install? From: Green-Hernandez, Kavin Sent: Tuesday, June 2, 2026 2:19 PM To: AOI Tech Support - US ; [email] Subject: Re: Repair PC [Case: 1729314] Brian, attached the PO for RVS PC setup and SW install. Please let me know when you're available and I'll set up remote access. From: Green-Hernandez, Kavin Sent: Monday, May 4, 2026 9:52 AM To: AOI Tech Support - US ; [email] Subject: Re: Repair PC [Case: 1729314] Morning Brian, I have a new PC with windows 11 ready to be setup. The ScreenConnect URL below should be good for 8 hours. https://magnaholly.screenconnect.com/?Session=9b1aa1c8-df7d-485e-a20b-1155ceb693c8&HostAccessToken=BHQRoZctdCDp6Ztw0V%2BhTOiSaYaJDwB76d2J8CI8bfrl772zsLndXBEVDO5J1TQdYoWNn1bANH6RSHSS6jGWZW%2FTWpigUI9mUR12mC0k9x%2Fu0TCqUVzLM%2F1IRC9%2FLZq2xz%2BgmlrZsSCQSkB7FWwIBD4MVzEavtj2oFFygshktbkiBkWxSsLF%2Br%2B1a6OjHKaDxg%3D%3D From: AOI Tech Support - US Sent: Tuesday, March 24, 2026 1:15 PM To: Green-Hernandez, Kavin Cc: [email] Subject: Re: Repair PC [Case: 1729314] WARNING:This e-mail originated from outside of Magna. Be cautious with links, attachments and QR codes. Hello Kavin, For the RVS-X PCs, Windows 11 is only officially supported on VT-X750 version 6.03.00A and onward. For VT-X700, the final version release (no future updates) is 4.03.00A, which maps to VT-X750 version 6.02.00A. This means that Windows 11 is not and will never be officially supported for the X700 platform. However, it is highly likely that the application will still function properly if set up in this OS. If you are okay with the risk, we can still try to setup the RVS-X PC for X700 on Windows 11. However you proceed with the setup, Omron can support it remotely as long as a connection is provided. Regards, On Tue, 24 Mar at 10:33 AM , Kavin Green-Hernandez wrote: Morning, Are there any concerns with replacing a repair PC for one of our x700 machines with a windows 11 PC? Could a Omron representative be able to install and setup the RVS software remotely? .

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 case60 pts

Previous cases

1 Past case Strong
#1729314 Repair PC
Matched in ticket number: repair, setup, windows, install, 1729314

Repair PC Morning, Are there any concerns with replacing a repair PC for one of our x700 machines with a windows 11 PC? Could a Omron representative be able to install and setup the RVS software remotely?
Raw retrieval score 10000
2 Past case Moderate
#1792327 Re: Repair PC from locked ticket:1729314 [Case: 1788008]
Matched in subject, ticket text, conversation: repair, locked, ticket, 1729314, kavin

Re: Repair PC from locked ticket:1729314 [Case: 1788008] Sorry Saqib, our IT team is having some technical difficulties setting up temporary admin right win Windows 11. This issue has not been resolved but if you're available in the morning this week they will...
Raw retrieval score 75
3 Past case Moderate
#1788008 Repair PC from locked ticket:1729314
Matched in subject, ticket text, conversation: repair, locked, ticket, 1729314, kavin

Repair PC from locked ticket:1729314 Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Kavin Green-Hernandez : Can we set up a date to do this install? From: Green-Hernandez, Kavin Sent: Tuesday, June 2, 2026 2:19...
Raw retrieval score 72

Knowledge base

1 KB guidance Weak
Customer Response Template: AXI Windows Automatic Repair
kb/90_templates/customer-axi-windows-automatic-repair-template.md | repair, windows, install

# Customer Response Template: AXI Windows Automatic Repair Subject: AXI controller Windows recovery next steps Hello `<Customer>`, The controller is currently failing during Windows startup and entering Automatic Repair. We recommend starting with non-destr...
Raw retrieval score 15
2 KB guidance Weak
AXI Windows 10 IoT / LTSC Automatic Repair
kb/30_quick_reference/axi-windows-10-iot-ltsc-automatic-repair.md | repair, windows, install

# AXI Windows 10 IoT / LTSC Automatic Repair ## When To Use Use this when a VT-X750 / AXI Windows controller is stuck in Automatic Repair, Safe Mode fails, or System Restore cannot be selected. ## Key Caution Do not start with `Reset this PC` unless the cu...
Raw retrieval score 15
3 KB guidance Weak
Customer Explanation: AXI Windows Automatic Repair / Reset Risk
kb/50_customer_explanations/axi-windows-automatic-repair-reset-risk.md | repair, windows, install

# Customer Explanation: AXI Windows Automatic Repair / Reset Risk ## Short Explanation The AXI controller is failing during Windows startup and is entering the Windows recovery environment. This can happen after file-system corruption, an incomplete update,...
Raw retrieval score 15

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: high (87/100)
Reason: Matched repair, locked, ticket, 1729314, kavin, setup, windows, email, install, green-hernandez; top ticket #1729314 scored 10000; top KB match scored 15.

Similar historical tickets:
- #1729314: Repair PC (score 10000) - https://omronelectronicsllc.freshdesk.com/a/tickets/1729314
- #1792327: Re: Repair PC from locked ticket:1729314 [Case: 1788008] (score 75) - https://omronelectronicsllc.freshdesk.com/a/tickets/1792327
- #1788008: Repair PC from locked ticket:1729314 (score 72) - https://omronelectronicsllc.freshdesk.com/a/tickets/1788008

Relevant KB docs:
- Customer Response Template: AXI Windows Automatic Repair (kb/90_templates/customer-axi-windows-automatic-repair-template.md, score 15)
- AXI Windows 10 IoT / LTSC Automatic Repair (kb/30_quick_reference/axi-windows-10-iot-ltsc-automatic-repair.md, score 15)
- Customer Explanation: AXI Windows Automatic Repair / Reset Risk (kb/50_customer_explanations/axi-windows-automatic-repair-reset-risk.md, score 15)

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.

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Ticket #1782523 Repair PC from locked ticket:1729314

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