Ticket #1829772 | Omron Freshdesk Assist

AOI MX Open Likely nontechnical

RE: VT-X700-E S/N0081Y17-0081

CustomerFaria Felipe Eduardo da Silva LMR ZSO1114

CompanyNot indexed

Priority2

TypeAOI - No Action Required

UpdatedAug 20, 2026 at 5:57 PM

Thread21 messages

Ticket metadata

Group: AOI MX (150000422415)
Status: Open (2)
Created: Aug 4, 2026 at 5:23 PM
Requester: Faria Felipe Eduardo da Silva LMR ZSO1114 <felipeeduardodasilva.faria@zf.com>
Company: Not indexed
Last synced: Aug 20, 2026 at 6:10 PM
Resolved: N/A
Closed: N/A
Tags: A - AOI CASE ACK SP, A - Reply Open

Current case

Customer issue

Hi Felipe, If you have any requests, please send an email to [email] and an available staff member will respond to your email. [email] Best Regards [email] Rubén Domínguez Application Engineer Inspection System Direct: +52 33.1410.8053 | [email] Omron Mexico Blvd. Miguel de Cervantes Saavedra 169, 1st Floor | Granada | Miguel Hidalgo | Mexico City, CDMX 11520, Mexico automation.omron.com [email] [email] [email] [email] This is a confidential message. If received in error, delete it and notify the sender. From: Faria Felipe Eduardo da Silva LMR ZSO1114 Sent: Tuesday, August 4, 2026 1:54 PM To: Ruben Dominguez / OEI-MX ; Claudio Echeverria / OEI-MX ; Omar Gomez / OEI-MX Cc: Justino Robson LMR ZSO1114 ; Silva Vagner Bispo da LMR ZSO152 Subject: VT-X700-E S/N0081Y17-0081 Importance: High You don't often get email from [email] . Learn why this is important Internal Hi Team, We have an Omron VT-X700-E X-ray machine, Serial Number N0081Y17-0081, which is presenting the two failure modes shown below. Photo 1 shows the error that occurs while the machine is operating. In this condition, the only available command is Shutdown. After performing the shutdown procedure, we wait approximately 10 seconds before turning the machine on again. Upon restart, the error shown in Photo 2 appears. Could you please support us in identifying the root cause and the recommended corrective actions? [email] [email] Thank you. Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [email] 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

21 messages

Customer Customer reply | Aug 4, 2026 at 8:58 PM

Internal Hi Team, We have an Omron VT-X700-E X-ray machine, Serial Number N0081Y17-0081, which is presenting the two failure modes shown below. Photo 1 shows the error that occurs while the machine is operating. In this condition, the only available command is Shutdown. After performing the shutdown procedure, we wait approximately 10 seconds before turning the machine on again. Upon restart, the error shown in Photo 2 appears. Could you please support us in identifying the root cause and the recommended corrective actions? [email] [email] Thank you. Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [email] De: [email] Enviada em: terça-feira, 4 de agosto de 2026 18:24 Para: Faria Felipe Eduardo da Silva LMR ZSO1114 ; Claudio Echeverria / OEI-MX ; [email] [email] Cc: Justino Robson LMR ZSO1114 ; Silva Vagner Bispo da LMR ZSO152 Assunto: RE: VT-X700-E S/N0081Y17-0081 Hi Felipe, If you have any requests, please send an email to [email] and an available staff member will respond to your email. [email] Best Regards [email] Rubén Domínguez Application Engineer Inspection System Direct: +52 33.1410.8053 | [email] Omron Mexico Blvd. Miguel de Cervantes Saavedra 169, 1st Floor | Granada | Miguel Hidalgo | Mexico City, CDMX 11520, Mexico automation.omron.com [email] [email] [email] [email] This is a confidential message. If received in error, delete it and notify the sender.

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Juan Lazcano Omron reply | Aug 5, 2026 at 9:48 AM

Hello Felipe, Could you share the device logs —errorlogE.txt— with us, 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 | Aug 5, 2026 at 9:48 AM

Private

Dear sender, I am out of office due to: (X) business trip () workshop / training / meeting / exhibition () leave / holiday / Vacation E-mails will ( ) neither be read nor forwarded (X) only be read occasionally However, if you need urgent assistance, please contact [email] . Thanks
Customer Customer reply | Aug 7, 2026 at 8:28 AM

Internal Hi, We are not sure which log needs to be analyzed. We would like to check whether it would be possible for your team to access the system remotely to identify and extract the relevant logs required for the investigation. Once the necessary logs have been collected, we will be able to perform a more accurate root cause analysis. Please let us know if a remote session can be arranged. Thank you. Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [email] De: AOI Tech Support - MX

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Customer Customer reply | Aug 10, 2026 at 8:30 AM

Internal Hi, We were able to coordinate with our plant IT team, who assisted us in extracting the logs. We identified that the same failure mode occurred on August 8th as well. Please find the attached files for your evaluation. Thank you. Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [email] De: Faria Felipe Eduardo da Silva LMR ZSO1114 Enviada em: sexta-feira, 7 de agosto de 2026 09:28 Para: 'AOI Tech Support - MX'

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Rodolfo Chavez Omron reply | Aug 10, 2026 at 1:36 PM

Hello Felipe, We need more log files to check the issue, please find attached file and see the selected files highlighted in blue copy and send them to us, The right path on your machine to find the logs is C:\Program Files\OMRON\VT-X700\Log Let us know if you have any question, we wait for logs Regards RCH

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Customer Customer reply | Aug 10, 2026 at 1:36 PM

Private

Thanks for your email, I'm currently out of office with no access to emails. For urgent issues, please contact Chris Speck [email] Best Regards, Omar Gomez Account Manager
Customer Customer reply | Aug 11, 2026 at 10:37 AM

Hi Juan I hope you're doing well. I tried to copy the logs you requested, but 2 of them weren't found. Could they have a different name? Or be in another folder? We couldn't find the files: Calibration.log PlcEtn.log Atenciosamente / Kind regards, Robson Justino Coordenador de Manutenção / Maintenance Coordinator Eletrônicos / Electronics ZF Automotive Brasil Ltda Tecnologia de Segurança Ativa e Passiva / Active & Passive Safety Technology Chassis, Electronics & OSS Systems Rodovia Anhanguera, Km 147, 13.486-915, Limeira/SP, Brazil Telefone / Phone +55 19 3449-4131 [email]

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Rodolfo Chavez Omron reply | Aug 11, 2026 at 5:25 PM

Hello Robson, Thanks for log files Please I need a favor, send this specific file ''EventErrorLogE.txt'' double check the file name since there are other similar files. We need this one for checking all failures. Regards
Customer Customer reply | Aug 11, 2026 at 5:26 PM

Private

Dear sender, I am out of office due to: (X) business trip () workshop / training / meeting / exhibition () leave / holiday / Vacation E-mails will ( ) neither be read nor forwarded (X) only be read occasionally However, if you need urgent assistance, please contact [email] . Thanks
Customer Customer reply | Aug 12, 2026 at 7:19 AM

Hi Huan Now we have the file that you need. If, you need something more, please let me know. Thank you for your support

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Claudio Echeverria Omron reply | Aug 14, 2026 at 11:47 AM

Hello Justino The X-ray source is approaching the end of its service life. The recommended replacement interval is 7,000 hours of irradiation time, and the source has already exceeded 9,000 hours. Could you please provide the entire Log and Config folders? Below are the folder paths we need: C:programasfiles/omron/vt-x700/log C:programasfiles/omron/vt-x700/Config please upload them using the next link https://app.box.com/f/335d238c2e174158b2fc03d9cce8d17d Regards Claudio Echeverría OMX-OEI AOI Engineer Supervisor Direct: +52 55.3939.5699 | [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 | Aug 15, 2026 at 9:25 AM

Hi Claudio We tried to use the link that you send, but I don’t know what happens. Something is locked. I send bellow a new link and you can find here the files that you need. At This moment we are stopped with our machine. Please help-me to do something until our new tube don’t arrive. Thank a lot for your support [Ícone de zip] Config.zip [Ícone de zip] Config.zip

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Customer Customer reply | Aug 17, 2026 at 10:02 AM

Hi, Add @Ewerton Bentes and @Emerson Bentes Thanks Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [mlo_teaserpicture] De: Justino Robson LMR ZSO1114 Enviada em: sábado, 15 de agosto de 2026 10:25 Para: aoisupport-mx-a

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Claudio Echeverria Omron reply | Aug 17, 2026 at 10:19 AM

Hello Justino Checking the log files, we found an image processing error related to the GPU. Please try removing and reinserting the GPU board in the PC. If the error persists, the GPU will need to be replaced. Let me know if you need a quote for a GPU Spare. Regards Claudio Echeverría OMX-OEI AOI Engineer Supervisor Direct: +52 55.3939.5699 | [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.

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Customer Customer reply | Aug 17, 2026 at 10:20 AM

Private

Dear sender, I am out of office due to: (X) business trip () workshop / training / meeting / exhibition () leave / holiday / Vacation E-mails will ( ) neither be read nor forwarded (X) only be read occasionally However, if you need urgent assistance, please contact [email] . Thanks
Customer Customer reply | Aug 18, 2026 at 5:45 PM

Internal Hi, Team Omron We are currently looking for an urgent solution to restore the operation of our X-ray inspection system. We require the following board to bring the equipment back online: Matrox SOL 2M EV CLB (Solios eV-CL Single Medium/Dual-Base 85 MHz PCIe x4 Frame Grabber) We would like to know if you have this part available in stock or if you know of any supplier, partner, or customer who has the same machine and could support us either through a temporary loan or by selling the component. As the equipment is currently out of operation, a quick resolution is critical to minimize the impact on our production activities. Any assistance, recommendation, or contact information that could help us locate this part would be greatly appreciated. Please find attached a photo of the board to facilitate identification and support the search for potential suppliers, loan options, or purchasing opportunities. Thank you in advance for your attention, support, and cooperation. Atenciosamente / Kind regards Felipe Faria Planejador de Manutenção / Maintenance Planner Sistemas de Segurança Ativa, Sistemas de Segurança Passiva & Eletrônicos e ADAS/Active Safety Systems, Passive Safety Systems & Electronics and ADAS (LMR) ZF Group Divisão U/Division U ZF Automotive Brasil Ltda. Rodovia Anhanguera, km 147, Gate 1, Limeira 13486-915, Brasil Telefone/Phone: +55 (19) 98923-9244 [email] [mlo_teaserpicture] De: AOI Tech Support - MX

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Claudio Echeverria Omron reply | Aug 18, 2026 at 6:14 PM

Hi Felipe We sent the information to Japan, and they also recommended replacing the following parts: -> Here is possibility. FPD hardware failure. Matrox capture board failure. CameraLink cable connection failure. Please replace one by one and check. I am working on getting a quote for these parts. I’ll share it with you once it’s ready. Claudio Echeverría OMX-OEI AOI Engineer Supervisor Direct: +52 55.3939.5699 | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com
Customer Customer reply | Aug 19, 2026 at 7:08 AM

Hi Claudio Thanks for your information. We really need the party numbers and quote to provide the recommending parts. Do you have these items in your stock ?

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Customer Customer reply | Aug 19, 2026 at 1:00 PM

Hi Justino Attached is the quote for the FPD, Matrox board, and cable, as recommended by Japan. We currently don’t have these items on hand, but once we receive the PO, we will be able to expedite the order as much as possible. Regards Claudio E. [email] [email] Claudio Echeverría OMX-OEI AOI Engineer Supervisor Direct: +52 55.3939.5699 | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com [email] [email] [email] [email] This is a confidential message. If received in error, delete it and notify the sender.

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Customer Customer reply | Aug 20, 2026 at 5:57 PM

Hi Vagner, Justino We are glad that you were able to quickly get a Matrox board and that the machine is now working normally again. I share with you the quote for remote support provided on Monday for X700 troubleshooting and today for Programming support. Regards Claudio E. [email] [email] Claudio Echeverría OMX-OEI AOI Engineer Supervisor Direct: +52 55.3939.5699 | [email] Omron Mexico Niba Corporate Tower | Av. de las Américas 1462, 8th Floor | Country Club | Guadalajara, Jalisco 44610, Mexico automation.omron.com [email] [email] [email] [email] This is a confidential message. If received in error, delete it and notify the sender.

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