Ticket #1826095 | Omron Freshdesk Assist

AOI US Closed

RE: Shutter unloading error support

CustomerAnthony Gutierrez

CompanyNot indexed

Priority2

TypeFYI-No Action Required

UpdatedAug 14, 2026 at 7:40 PM

Thread4 messages

Ticket metadata

Group: AOI US (150000419797)
Status: Closed (5)
Created: Jul 30, 2026 at 10:49 AM
Requester: Anthony Gutierrez <agutierrez@elanindustries.com>
Company: Not indexed
Last synced: Aug 14, 2026 at 7:51 PM
Resolved: Aug 4, 2026 at 4:11 PM
Closed: Aug 12, 2026 at 7:23 PM
Tags: A - AOI CASE ACK EN, Forward Email Reply, A - 1 Hour Delay rslv, AOI - New CSAT Sent, LOCKED

Current case

Customer issue

Hi Tim I'm looking for pricing for this part included in this quote. Best Regards [Elan_Logo_Final-1-300] Anthony Gutierrez Process Engineer Phone | [phone] ex2038 Address | 650 S. Schmidt Rd., Suite A | Bolingbrook, IL 60440 www.elanindustries.com From: [email] Sent: Friday, November 8, 2024 2:15 PM To: Anthony Gutierrez ; [email] [email] Subject: RE: Shutter unloading error support Anthony, Please find attached the requested quote, we currently have 4 of these in stock in our Dallas, TX warehouse. Please proceed to having a PO issued to my attention for fastest processing. As always please do not hesitate to contact me with any questions. Best Regards, Tim [This is Tim Anderson's card. Their email is [email] Their phone number is +[phone].] From: Anthony Gutierrez > Sent: Friday, November 8, 2024 11:56 AM To: Tony Lee / OEI >; AOISupport-US-A > Cc: Tim Anderson / OEI > Subject: RE: Shutter unloading error support Can I get a quote for 2 parts. Thanks From: [email] > Sent: Friday, November 8, 2024 11:49 AM To: Anthony Gutierrez >; [email] Cc: [email] Subject: RE: Shutter unloading error support Anthony, Great job, appreciate the assist. That solenoid part number is VKPS-3275393-5. Tim Anderson will send you a quote for replacement part, would you like to add any additional for spares? Try cleaning "bad" solenoid, this may give you some functionality until replacement arrives. Have a great day, [This is Tony Lee's card. Their email is [email] Their phone number is +[phone].] From: Anthony Gutierrez > Sent: Friday, November 8, 2024 10:19 AM To: Tony Lee / OEI >; AOISupport-US-A > Subject: RE: Shutter unloading error support Hi Tony Swapped the solenoid and problem moved. Can I get a PN# and pricing for this part. [email] From: [email] > Sent: Friday, November 8, 2024 9:53 AM To: Anthony Gutierrez >; [email] Subject: RE: Shutter unloading error support Good Morning Anthony, How have you been Sir? If shutter door is actually closing and you are still receiving error, it could be due to an bad cylinder or sensor. I have attached a manual used for cylinder replacement, please use to identify sensors and cylinders related to issue. Also perform steps in section 3.3 Checking Operations. Update us with any discoveries you may have. Good luck, [This is Tony Lee's card. Their email is [email] Their phone number is +[phone].] From: Anthony Gutierrez > Sent: Friday, November 8, 2024 8:22 AM To: AOISupport-US-A > Subject: Shutter unloading error support Hello I keep getting the following error on the AOI VT-730. I checked for obstructions and don't see any. Any thoughts on what else I can check. Appreciate your support [email] [Elan_Logo_Final-1-300] Anthony Gutierrez Process Engineer Phone | [phone] ex2038 Address | 650 S. Schmidt Rd., Suite A | Bolingbrook, IL 60440 www.elanindustries.com WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe.

Conversation

Engineer and customer thread

4 messages

Francisco Villalpando Omron reply | Jul 30, 2026 at 12:40 PM

Hello Anthony, Tim has a different role in the company and the new Account Manager for Il is Eric McElmurry (cc on this email) he can send you an updated quote. Best regards Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
Francisco Villalpando Private note | Jul 30, 2026 at 12:46 PM

Private

Hi Eric, Attached you can find the quote requested Francisco Villalpando Engineering Supervisor Direct: +[phone] [email]
Customer Customer reply | Jul 30, 2026 at 1:13 PM

Private

Hi Tony, Please see the attached quote. These are in stock so if you get us the order soon, there's a decent chance we can get these parts shipped today. Thanks! Best Regards, Eric McElmurry [This is Eric McElmurry's card. Their email is [email] Their phone number is +[phone].]

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Omron Application Engineer Omron reply | Aug 4, 2026 at 5:24 PM

No sanitized conversation text indexed.

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 case18 pts

Previous cases

1 Past case Weak
#1797038 RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501
Matched in subject, ticket text, conversation: support, unloading, error, email, any

RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501 Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Justin Kernen : Hi Eric, Can we support addressing this ticket in addition to some advance sof...
Raw retrieval score 37
2 Past case Weak
#1796965 RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501
Matched in subject, ticket text, conversation: support, unloading, error, email, any

RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501 Please check ticket [#{ticket.id}}] for the full message before responding. Last Public comment: Kegan Petersdorff : Good Afternoon, This morning, we moved this AOI to a different line with a...
Raw retrieval score 35
3 Past case Weak
#1793176 S720 X-Axis Error Support for GHSP
Matched in subject, ticket text, conversation: error, support, email, any, phone

S720 X-Axis Error Support for GHSP Hello Omron, I have an S720 (Serial # 0024312-10) that has been experiencing a number of X-Axis errors recently. I have attached a picture of the error code for review and assistance in trouble shooting. Please advise recomme...
Raw retrieval score 35

Knowledge base

1 KB guidance Weak
AGEWEB Template: API Endpoint Version Support
kb/90_templates/ageweb-api-endpoint-version-support-template.md | error, support, any

# AGEWEB Template: API Endpoint Version Support ## Title vDB API - Confirm endpoint support for version `<version>` ## 1. Current Problem Customer wants to use API endpoint: ```text <endpoint> ``` The installed software version is: ```text <version> ```...
Raw retrieval score 9
2 KB guidance Weak
Case: VT-S530 Intermittent Projector Communication Error 0x0283A001
kb/10_cases/2025-11-05_vts530-projector-communication-error-0x0283a001.md | error, has

# Case: VT-S530 Intermittent Projector Communication Error 0x0283A001 ## Summary - System: VT-S530 AOI - Topic: Projector communication / illumination chain - Error: `0x0283A001` - Status: Reusable case pattern ## Symptom The machine intermittently display...
Raw retrieval score 8
3 KB guidance Weak
AGEWEB Template: Projector Communication Error
kb/90_templates/ageweb-projector-communication-error-template.md | error, any

# AGEWEB Template: Projector Communication Error ## Title VT-Sxxx - Intermittent projector communication error `<error-code>` ## 1. Current Problem The machine intermittently displays a projector communication / illumination error during inspection or adju...
Raw retrieval score 8

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: low (27/100)
Reason: Matched shutter, unloading, error, support, email, anthony, any, phone, mcelmurry, quote, has, different; top ticket #1797038 scored 37; top KB match scored 9.

Similar historical tickets:
- #1797038: RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501 (score 37) - https://omronelectronicsllc.freshdesk.com/a/tickets/1797038
- #1796965: RE: Tech support VT-S1040 [Case: 1743477] from locked ticket:1749501 (score 35) - https://omronelectronicsllc.freshdesk.com/a/tickets/1796965
- #1793176: S720 X-Axis Error Support for GHSP (score 35) - https://omronelectronicsllc.freshdesk.com/a/tickets/1793176

Relevant KB docs:
- AGEWEB Template: API Endpoint Version Support (kb/90_templates/ageweb-api-endpoint-version-support-template.md, score 9)
- Case: VT-S530 Intermittent Projector Communication Error 0x0283A001 (kb/10_cases/2025-11-05_vts530-projector-communication-error-0x0283a001.md, score 8)
- AGEWEB Template: Projector Communication Error (kb/90_templates/ageweb-projector-communication-error-template.md, score 8)

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 #1826095 RE: Shutter unloading error support

Customer Anthony Gutierrez

Company Not indexed

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