Ticket #1833691 | Omron Freshdesk Assist

AOI MX Resolved

Support Request SPI CKD

Customerernesto. mx@mass. com. sg

CompanyNot indexed

Priority2

TypeAOI - No Action Required

UpdatedAug 18, 2026 at 12:24 PM

Thread4 messages

Ticket metadata

Group: AOI MX (150000422415)
Status: Resolved (4)
Created: Aug 10, 2026 at 2:12 PM
Requester: ernesto. mx@mass. com. sg <ernesto.mx@mass.com.sg>
Company: Not indexed
Last synced: Aug 18, 2026 at 12:37 PM
Resolved: Aug 18, 2026 at 10:43 AM
Closed: N/A
Tags: A - AOI CASE ACK SP, A - Reply Open, A - 1 Hour Delay rslv, AOI - New CSAT Sent

Current case

Customer issue

Hi OMRON Team, We are facing an issue with the SPI on our new production line. When a PCB fails inspection and goes to the manual judgement screen, the evaluation buttons (Volume, Area, Height, Position, Bridge, OK/NG) do not appear on the UI. Because these options are missing, operators cannot select whether the defect is real or a false call to complete the inspection process. Please note that this SPI runs a different software/hardware version compared to our other units that are working fine. Could you please check if there is a missing configuration, parameter setting, or user permission level causing this? Let us know what steps we can take to fix it. I have attached screenshots of the issue for your reference. Machine serial number and version with the problem: [cid:1dd566b8-18f6-45fc-a327-4efef6da53b8] [cid:75143d8f-7967-44da-99c1-94c63641b74a] Machine using the correct judge when is detected by NG: [cid:4ca3eb85-f516-4d2c-8484-bbc179029ead] [cid:e9f94a52-c6d8-43e5-be40-a99486e8e80b] ________________________________ J. Ernesto Olvera Service Engineer | MASS TRADING MEXICANA SA DE CV ________________________________ ? Tel: +52 ([phone] ? Email: [email] ? Web: www.mass.co.jp ? Dirección: Blvd. Bernardo Quintana 7001, Torre II, Suite 1002 Querétaro, Qro. CP 76090, México. [cid:d7286b54-8e26-48a8-a0b4-dbecee225a2e]

Conversation

Engineer and customer thread

4 messages

Omron Application Engineer Omron reply | Aug 10, 2026 at 2:37 PM

Hello Ernesto., Hello Ernesto, please check in your SPI the same Settings of the below pictures, after each pictures please read my remarks Please push the option "Check the NG PCB Image" Compare Settings and push "Reason for judgement settings" Please uncheck and check the option ok Will show this message for restart the machine, please push ok and Try one more time Regards Angel Sosa Application Engineer 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 10, 2026 at 3:23 PM

Thanks for the info, when the line or machine should be available for stop, I will try, have a nice day, thanks for the support, Get Outlook for Android ________________________________

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Omron Application Engineer Omron reply | Aug 12, 2026 at 10:46 AM

Hello Ernesto., Were you able to do the activity? What was the result? Regards Angel Sosa Application Engineer 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 | Aug 18, 2026 at 12:24 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
#1640607 Support Request for Suba Technology - To complete programming of the Class 3 board from locked ticket:1621379
Matched in subject, ticket text, conversation: support, request, spi, are, message

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 37
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: support, request, spi, are, message

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 36
3 Past case Weak
#1740699 Support Request: OMRON AOI Software Error – "Object reference not set to an instance of an object"
Matched in subject, ticket text, conversation: support, request, are, cid, message

Support Request: OMRON AOI Software Error – "Object reference not set to an instance of an object" Dear OMRON AOI Support, I am contacting you regarding an issue on our OMRON AOI machine. When we open the AOI software, a Windows error message appears and the s...
Raw retrieval score 35

Knowledge base

1 KB guidance Moderate
AXI XShareData Output Paths And Message Folders
kb/30_quick_reference/axi-xsharedata-output-paths-and-message-folders.md | request, are, message, option, machine

# AXI XShareData Output Paths And Message Folders ## Purpose Use this when a customer, MES vendor, xLink integrator, or traceability tool asks where VT-X750 / VT-X850 AXI inspection output files are stored. ## Core Rule For AXI systems, use the AXI Server...
Raw retrieval score 17
2 KB guidance Moderate
AOI/SPI MES Example Output File Request
kb/30_quick_reference/aoi-spi-mes-example-output-file-request.md | request, spi, are, machine

# AOI/SPI MES Example Output File Request Use this when a customer or MES vendor asks for example AOI/SPI output files for integration planning. ## Clarify First 1. Which machine family is involved: AOI, SPI, AXI, or a mixed line? 2. Which integration metho...
Raw retrieval score 16
3 KB guidance Weak
VT-S730 Bad Board Mark External Skip Request
kb/30_quick_reference/vts730-bad-board-mark-external-skip-request.md | support, request, spi, option

# VT-S730 Bad Board Mark External Skip Request Use this when a customer asks whether a VT-S730 can receive bad-board or NG-board information from upstream equipment and skip AOI inspection. ## Clarify The Request 1. What upstream equipment would send the ba...
Raw retrieval score 10

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: low (35/100)
Reason: Matched support, request, spi, ckd, cid, are, push, message, pictures, option, machine, 52; top ticket #1640607 scored 37; top KB match scored 17.

Similar historical tickets:
- #1640607: Support Request for Suba Technology - To complete programming of the Class 3 board from locked ticket:1621379 (score 37) - 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 36) - https://omronelectronicsllc.freshdesk.com/a/tickets/1644809
- #1740699: Support Request: OMRON AOI Software Error – "Object reference not set to an instance of an object" (score 35) - https://omronelectronicsllc.freshdesk.com/a/tickets/1740699

Relevant KB docs:
- AXI XShareData Output Paths And Message Folders (kb/30_quick_reference/axi-xsharedata-output-paths-and-message-folders.md, score 17)
- AOI/SPI MES Example Output File Request (kb/30_quick_reference/aoi-spi-mes-example-output-file-request.md, score 16)
- VT-S730 Bad Board Mark External Skip Request (kb/30_quick_reference/vts730-bad-board-mark-external-skip-request.md, score 10)

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 #1833691 Support Request SPI CKD

Customer ernesto. mx@mass. com. sg

Company Not indexed

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