Ticket #1794619 | Omron Freshdesk Assist

AOI MX Closed

PCs se freezean

CustomerNot indexed

CompanyNot indexed

Priority2

TypeFYI-No Action Required

UpdatedJul 3, 2026 at 1:39 PM

Thread8 messages

Ticket metadata

Group: AOI MX (150000422415)
Status: Closed (5)
Created: Jun 18, 2026 at 11:22 AM
Requester: Not indexed
Company: Not indexed
Last synced: Aug 3, 2026 at 5:26 AM
Resolved: Jun 22, 2026 at 4:01 PM
Closed: Jun 30, 2026 at 7:27 PM
Tags: A - AOI CASE ACK SP, A - Reply Open, A - 1 Hour Delay rslv, AOI - New CSAT Sent, LOCKED, NEW from LOCKED

Current case

Customer issue

Buen día , para checar este problema me comentaba Claudio que necesitan conectarse remotamente . Necesitamos saber con que plataforma para instalar aquí. Obtener Outlook para Android

Conversation

Engineer and customer thread

8 messages

Customer Customer reply | Jun 18, 2026 at 11:30 AM

Buenos días Claudio: Que software necesitas para conectarse a la pc? Gracias Baldemar Saucedo H. IT Infraestructure MX:[phone]| US: [phone] [email]
Omron Application Engineer Omron reply | Jun 18, 2026 at 12:57 PM

Hola Jorge, el que ustedes tenga acceso esta bien, anydesk, teamviwer, quickassist me puedes compartir tus credenciales y me contecto con ustedes Juan Lazcano Application Engineer Inspection System Direct: +52 [phone] | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com This is a confidential message. If received in error, delete it and notify the sender.
Customer Customer reply | Jun 18, 2026 at 1:56 PM

Buenas tardes desde esta laptop podrías revisar el servidor mediante TeamViewer. Password: [email] Nadamas quisiera saber que horarios vas a necesitar que este prendido el equipo. Gracias [email] Baldemar Saucedo H. IT Infraestructure MX:[phone]| US: [phone] [email]

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Omron Application Engineer Omron reply | Jun 18, 2026 at 2:02 PM

Hola Jorge, Yo estoy listo ahora inge o despues de las 2 de la tarde Juan Lazcano Application Engineer Inspection System Direct: +52 [phone] | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com This is a confidential message. If received in error, delete it and notify the sender.
Customer Customer reply | Jun 18, 2026 at 2:17 PM

La maquina esta disponible para que te conectas y revisar. Gracias. Baldemar Saucedo H. IT Infraestructure MX:[phone]| US: [phone] [email]

1 tiny or repeated image hidden.
Omron Application Engineer Omron reply | Jun 18, 2026 at 2:20 PM

Hola Jorge, Listo ya estoy conectado Juan Lazcano Application Engineer Inspection System Direct: +52 [phone] | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com This is a confidential message. If received in error, delete it and notify the sender.
Omron Application Engineer Omron reply | Jun 22, 2026 at 5:28 PM

No sanitized conversation text indexed.
Customer Customer reply | Jul 3, 2026 at 1:39 PM

Balde/Julio, el soporte de AOI necesita conectarse remotamente al server de AOI este Domingo de 12 a 5pm. Pueden ayudarnos por favor a configurar la conexión? Thanks/Gracias Jorge Villagomez SMT Manufacturing Engineer [email]

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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 case15 pts

Previous cases

1 Past case Weak
#1640607 Support Request for Suba Technology - To complete programming of the Class 3 board from locked ticket:1621379
Matched in subject, ticket text, conversation: que, las, para, phone, email

Support Request for Suba Technology - To complete programming of the Class 3 board from locked ticket:1621379 Alex Obice : 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 dat...
Raw retrieval score 31
2 Past case Weak
#1644809 RE: Re: Support Request for Suba Technology - To complete programming of the Class 3 board [Case: 1621417]
Matched in subject, ticket text, conversation: que, las, para, phone, email

RE: Re: Support Request for Suba Technology - To complete programming of the Class 3 board [Case: 1621417] Hi Rian, When I was turning a few components and saved the program, the machine automatically switched to Japanese characters. I have no idea how to chan...
Raw retrieval score 30
3 Past case Weak
#1795000 AOI omron “ Peripheral Inspection”
Matched in subject, ticket text, conversation: inspection, que, phone, email, las

AOI omron “ Peripheral Inspection” Buen dia, Este año, en Abri-Mayo estuvo en planta el ingeniero y realizo una actualización al equipo. Desde ese entonces hemos estado observando este error en distintos programas. ¿Al editar el programa me doy cuenta de veo v...
Raw retrieval score 29

Knowledge base

1 KB guidance Weak
vDB / Tomcat User Creation Failure From Request Parameter Limit
kb/40_api_database/vdb-tomcat-maxparametercount-user-creation-failure.md | para, que, esta

# vDB / Tomcat User Creation Failure From Request Parameter Limit Use this when AOI vDB or VT-S user creation appears to run but new users are not created, especially after migration or large user imports. ## Pattern Large user-management requests can excee...
Raw retrieval score 13
2 KB guidance Weak
AXI Inspection-Time Data Extraction Limits
kb/30_quick_reference/axi-inspection-time-data-extraction-limits.md | para, que, esta, inspection

# AXI Inspection-Time Data Extraction Limits Use this when a customer wants average inspection-program time from VT-X / AXI CSV exports and the exported fields do not match the timing shown on an offline station. ## Common Pattern CSV exports may include bo...
Raw retrieval score 10
3 KB guidance Weak
Quick Reference: AXI InspectionImage.txt Status
kb/30_quick_reference/axi-inspectionimage-txt-status.md | para, esta, inspection

# Quick Reference: AXI InspectionImage.txt Status ## Current Status The raw export indicates that `InspectionImage.txt` had not yet been fully decoded into a confirmed field-by-field reference at that time. The later mining pass confirmed that no reliable f...
Raw retrieval score 9

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: low (28/100)
Reason: Matched pcs, freezean, para, que, phone, email, las, esta, inspection; top ticket #1640607 scored 31; top KB match scored 13.

Similar historical tickets:
- #1640607: Support Request for Suba Technology - To complete programming of the Class 3 board from locked ticket:1621379 (score 31) - https://omronelectronicsllc.freshdesk.com/a/tickets/1640607
- #1644809: RE: Re: Support Request for Suba Technology - To complete programming of the Class 3 board [Case: 1621417] (score 30) - https://omronelectronicsllc.freshdesk.com/a/tickets/1644809
- #1795000: AOI omron “ Peripheral Inspection” (score 29) - https://omronelectronicsllc.freshdesk.com/a/tickets/1795000

Relevant KB docs:
- vDB / Tomcat User Creation Failure From Request Parameter Limit (kb/40_api_database/vdb-tomcat-maxparametercount-user-creation-failure.md, score 13)
- AXI Inspection-Time Data Extraction Limits (kb/30_quick_reference/axi-inspection-time-data-extraction-limits.md, score 10)
- Quick Reference: AXI InspectionImage.txt Status (kb/30_quick_reference/axi-inspectionimage-txt-status.md, score 9)

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 #1794619 PCs se freezean

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