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Ticket #1814148

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AOI US Closed

Urgent Update to Omron SQL Server Software

CustomerLeela Mukherjee
CompanyNot indexed
Priority2
TypeAOI - No Action Required
UpdatedAug 15, 2026 at 11:22 PM
Thread38 messages
Ticket metadata
Group
AOI US (150000419797)
Status
Closed (5)
Created
Jul 15, 2026 at 2:06 PM
Requester
Leela Mukherjee <atreyi.mukherjee@spacex.com>
Company
Not indexed
Last synced
Aug 15, 2026 at 11:36 PM
Resolved
Aug 5, 2026 at 6:47 PM
Closed
Aug 13, 2026 at 10:34 PM
Tags
A - AOI CASE ACK EN, A - Reply Open, Forward Email Reply, A - 1 Hour Delay rslv, AOI - New CSAT Sent, LOCKED

Current case

Customer issue

To whom this concerns: We have been recently notified by our IT team that the SQL database server we use to back up volume data, programs, inspection images, and save machine back ups during update processes, ht-vm-vt-x700 which contains XShareData, is running Windows Server 2012 R2 which is susceptible to certain system vulnerabilities. They have told us that the OS is EOL and needs to be updated to a newer Server 2022 or 2025 VM. Do you know if the process that backs up the system data we have to this database server is compatible with one of the new VMs? This needs a resolution by EOW or the system will be taken off our network, which is cause issues with our X-Ray review process. Please let me know if this OS update is possible, and if there are any issues that you can anticipate with this update. I am free to hop on a call to review this update as well. I look forward to hearing from you! Sincerely, Leela Mukherjee | Avionics Engineer [email] [email] | www.spacex.com 1 Rocket Road, Hawthorne, CA 90250 | +[phone]

Conversation

Engineer and customer thread

38 messages
  1. Francisco Villalpando Omron reply | Jul 15, 2026 at 4:37 PM
    Hello Leela, The X700 is a discontinued platform, and the latest software version, 4.03A, which is currently installed on your machine, is only compatible with Windows Server 2022. Upgrading the operating system will also require upgrading the database to SQL Server Express 2022. Omron support may be required to complete this process. Our availability this week is limited, and we would only be able to provide remote assistance. If the upgrade can be completed through Microsoft Teams, we can prepare a quotation for the remote service. Otherwise, I can provide our earliest availability for an onsite visit. ​ Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
  2. Customer Customer reply | Jul 15, 2026 at 5:04 PM
    Hi Francisco, Thank you for the prompt response, to clarify, in order for us to update the ht-vm-vt-x700 server software from Windows Server 2012 R2 to newer 2022 software, we will need to update the machine operating system as well? If we do so, will our old programs continue to function nominally on the new system? Will we have to update our teaching station and review station software to be compatible with the newer machine OS? Thanks, Leela

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  3. Francisco Villalpando Omron reply | Jul 15, 2026 at 5:23 PM
    Hello Leela, ​No, you do not need to perform any upgrades on the machine itself. The upgrade is required only on the server. The machine is already running a software version that is compatible with Windows Server 2022 Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
  4. Customer Customer reply | Jul 15, 2026 at 5:48 PM
    Hi Francisco, Ok, I just wanted to clarify what was required because of the tight timeline on this IT upgrade request. So, I can upgrade the SQL database server OS for ht-vm-vt-x700 to Windows Server 2022 (with no software update due to machine, teaching station, or review station) without disrupting the data backup process from the machine? Additionally, I am assuming, no functionality of the x-ray machine, teaching station, or review station will be disrupted by this SQL database server software update? I just want to make sure we can avoid any downtime on our X-Ray Process due to this server update, so I appreciate any clarification. Thanks, Leela

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  5. Francisco Villalpando Omron reply | Jul 15, 2026 at 6:20 PM
    Hello Leela, Yes, you can upgrade to Windows Server 2022; however, you should expect some system downtime while the upgrade is being completed. It is also very likely that Omron support will be required to back up the existing database and restore it after SQL Server 2022 has been installed. This is why I asked whether remote access is available. We may be able to complete the work remotely, and I can provide a quotation for the service. Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
  6. Customer Customer reply | Jul 15, 2026 at 6:40 PM
    Hi Francisco, Thank you for the clarification, I am unsure whether or not we will be able to provide remote access. In the past we have been able to troubleshoot program tuning with your team through remote viewing of the teaching station, but we have never been able to provide remote mouse control access to the PC. As a result, I do not think the remote access required by your team to support updating the system is available. What is your availability to come onsite? Thanks, Leela

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  7. Francisco Villalpando Omron reply | Jul 16, 2026 at 12:16 PM
    Hello Leela, ​We typically plan this type of activity well in advance. At this time, our earliest availability is during the week of August 3. I can send you a quote for the onsite visit if is what you ​want. Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
  8. Customer Customer reply | Jul 16, 2026 at 7:11 PM
    Hi Francisco, Please send a quote for the onsite visit. Sincerely, Leela

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  9. Francisco Villalpando Private note | Jul 17, 2026 at 11:29 AM
    Private
    Hey Elbert ​Please look at the quote requested by Space X to dispatch a service engineer on site tu support Windows OS upgrade on their server. Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
  10. Customer Customer reply | Jul 17, 2026 at 11:59 AM
    Private
    Hello Leela, Please see attached quote for on-site support. Let me know if you have any questions Thank you, Best Regards, [This is Elbert Kim's card. Their email is [email] Their phone number is +[phone].]
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  11. Customer Customer reply | Jul 17, 2026 at 5:21 PM
    Hi Elbert, Thank you for the quote, we are in the process of approving a PO for on-site support. Can your team schedule on-site support for us tentatively for the week of 8/3 pending receipt of the PO? Sincerely, Leela
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  12. Customer Customer reply | Jul 21, 2026 at 4:17 PM
    Hi Elbert, My team just sent out a PO for on-site support, please let me know what the availability to schedule support is. We look forward to hearing from you! Sincerely, Leela
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  13. Customer Customer reply | Jul 21, 2026 at 4:30 PM
    Private
    Hello Leela, Well received with thanks. Previously proposed 8/3 should be still good but our engineering team will reach out to confirm shortly. Thank you, Best Regards, [This is Elbert Kim's card. Their email is [email] Their phone number is +[phone].]
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  14. Customer Customer reply | Jul 21, 2026 at 8:36 PM
    Hi Elbert, Thank you for your response, would the engineering team also know what requirements and appropriate specifications should be applied to the replacement VM we should set up to switch to? Leela
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  15. Brian Andersen Omron reply | Jul 22, 2026 at 4:17 PM
    Hello Leela, Please see the specifications for virtual server below: Regards,
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  16. Customer Customer reply | Jul 24, 2026 at 1:52 PM
    Hi all, Thank you for the specifications, I will pass this on to our IT team so they can prep our replacement server. I have not received any scheduling updates from your engineering team, and if possible, I’d like to have a visit scheduled by EOD today so I can start coordinating with our IT team on the server swap. Thank you for the support, we look forward to hearing from you! Sincerely, Leela Mukherjee | Avionics Engineer [https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTUwMTcwMDUyMzI2LCJkb21haW4iOiJvbXJvbmVsZWN0cm9uaWNzbGxjLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyNTQ5ODMyfQ.r-QNN_93Oqc5XVp4zJkY0O41qPKuabtJKX4HrTl-kpE] [email] | www.spacex.com 1 Rocket Road, Hawthorne, CA 90250 | +[phone]

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  17. Customer Customer reply | Jul 24, 2026 at 1:55 PM
    Hi Leela Our service engineer Ryan Morrow is available on 8/3-8/4 to support server upgrade, please confirm is this day works for you so he can make travel arrangements. [This is Francisco Villalpando's card. Their email is [email] Their email is [email] Their email is [email] Their phone number is +[phone].]
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  18. Customer Customer reply | Jul 24, 2026 at 4:51 PM
    Hi Francisco, We will plan to have Ryan here for onsite support on 8/3, thank you for the prompt response! Sincerely, Leela
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  19. Ryan Morrow Omron reply | Jul 25, 2026 at 12:10 PM
    Hello Leela, This is Ryan Morrow please let us know after the VM gets setup and confirm that it is server 2022. If possible please have IT allocated the C: with 500GB and the remaining space allocated to D: drive. To reduce the down time please also copy the contents of D:\ over to the new VM’s D: drive. The bulk majority of the data will reside in the Xsharedata folder. If they are able to complete the VM by Friday next week it would be a good idea to start transfer then. I’ll update you with my travel plans early next week after booking. If the X700 machine in is still in the main building you can escort me from the lobby after I arrive. If it moved to another location I do have a valid yellow SpaceX contractors badge so just let me know what building I need to take shuttle to and I can meet you at that building.
  20. Customer Customer reply | Jul 27, 2026 at 1:06 PM
    Hi Ryan, My IT team has informed me that they will be unable to upgrade the Server 2012 R2 to Server 2022, they will only be able to upgrade to 2016. Please let me know if the swap will still be possible, or if I need to coordinate further with IT. The X700 machine is still in the main building, and I can pick you up from the lobby. Sincerely, Leela Mukherjee | Avionics Engineer [https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MTUwMTcwMDUyMzI2LCJkb21haW4iOiJvbXJvbmVsZWN0cm9uaWNzbGxjLmZyZXNoZGVzay5jb20iLCJhY2NvdW50X2lkIjoyNTQ5ODMyfQ.r-QNN_93Oqc5XVp4zJkY0O41qPKuabtJKX4HrTl-kpE#fd_img_reload=1784995032772] [email] | www.spacex.com 1 Rocket Road, Hawthorne, CA 90250 | +[phone]
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  21. Customer Customer reply | Jul 27, 2026 at 1:08 PM
    Yes 2016 will work, I will just install SQL express 2016 to match instead of 2022. Get Outlook for iOS ________________________________

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  22. Customer Customer reply | Jul 27, 2026 at 1:28 PM
    Will the resource requirements of the VM stay the same between what was listed for Windows Server 2022 and Windows Server 2016? Thank you for the clarification, Leela

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  23. Customer Customer reply | Jul 27, 2026 at 1:30 PM
    Yes, the specs will be identical.

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  24. Customer Customer reply | Jul 27, 2026 at 1:32 PM
    Thank you for the clarification, I will inform the IT team and ask them to start with the VM setup and storage allocation. Once I have details on the setup specs, I will send them.

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  25. Customer Customer reply | Jul 30, 2026 at 8:44 PM
    Hi all, Thank you for your patience, our IT team has been able to deploy a new Windows Server 2022 VM, which is ready for use. I will start the process of copying over the D: drive and backing up the remainder of the data. Apologies for the confusion over the version of the server software being used, we ended up being able to accommodate a replacement VM running Windows Server 2022. Our IT team had an additional question about a 1TB NetApp drive that is connected to the existing 2012 VM that they don’t know the connection method or use for. They are trying to clarify the use and connection method in preparation for the VM swap, and I was wondering if you had any insight on this set up. I am unsure of what this drive is used for on the old VM, and I attached images on the setup of the older VM. Let me know if you need any other information leading up to your trip. Thanks, Leela [email]
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  26. Customer Customer reply | Jul 31, 2026 at 10:33 AM
    Can you look at 1TB NetApp and tell us what folder and file are inside? I’m not 100% sure it would be either. Normally we just have a C: and D: partition setup. C: would contain the Omron software, SQL. The D: will contain Xsharedata and inside of it will be many folders that the AXI will output to as well as the storing the AXI programs, library and support folder.
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  27. Customer Customer reply | Jul 31, 2026 at 1:44 PM
    That is great (about server 2022). Thanks for starting the file migration early. As for the 1TB NepApp drive. I’m not 100% sure what that would be.
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  28. Customer Customer reply | Jul 31, 2026 at 2:10 PM
    IT has provided us with a new 1TB drive replicate this F: Drive and has directed me to back up the data in the NetApp drive to this new 1TB drive. Once you are onsite, we can take a look at the contents to try and figure out what it is. Just to make sure I have everything set up for the visit on 8/3, I see that you have a badge that is valid from a visit to Redmond, WA, I will open up a new request for your visit to Hawthorne, CA. The X700 machine is in the main building, so I can pick you up from the main lobby. Let me know when you plan to arrive, and I can schedule downtime with production to work on the machine. Thanks, Leela
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  29. Customer Customer reply | Jul 31, 2026 at 2:12 PM
    I will be there 9am Monday morning and as a backup I can be there Tuesday as well. Get Outlook for iOS ________________________________
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  30. Customer Customer reply | Jul 31, 2026 at 5:06 PM
    Looking forward to have you onsite, our security team has sent over some additional site specific training to give you permissions!
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  31. Customer Customer reply | Jul 31, 2026 at 5:07 PM
    Got them a minute ago. See you on Monday. Get Outlook for iOS ________________________________
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  32. Customer Customer reply | Aug 3, 2026 at 11:08 AM
    I'm a little early this morning, going to head into main lobby at 8:30am. Get Outlook for iOS ________________________________
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  33. Customer Customer reply | Aug 3, 2026 at 11:27 AM
    Sounds good, I can head down to pick you up.
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  34. Customer Customer reply | Aug 5, 2026 at 10:35 AM
    Sounds good, I can head down to pick you up.
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  35. Customer Customer reply | Aug 5, 2026 at 10:36 AM
    I’ll be in lobby at 8:15 this morning Get Outlook for iOS ________________________________
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  36. Customer Customer reply | Aug 5, 2026 at 2:36 PM
    I'm a little early this morning, going to head into main lobby at 8:30am. Get Outlook for iOS ________________________________
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  37. Customer Customer reply | Aug 5, 2026 at 5:52 PM
    Sounds good, I can head down to pick you up.
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  38. Omron Application Engineer Omron reply | Aug 5, 2026 at 8:22 PM
    No sanitized conversation text indexed.