Ticket #1842100 | Omron Freshdesk Assist

AOI US Waiting for Customer

Customer issue

I've attached some screenshots of some more questions. Can we set up a phone call? Thanks, Jeff Corey Instrumentation Systems Division Compunetix [phone]

Conversation

Engineer and customer thread

5 messages

Saqib Toor Omron reply | Aug 20, 2026 at 1:23 PM

Hello Jeff, I'm available this afternoon, please call me and I can explain the call outs on the attached images.
Customer Customer reply | Aug 20, 2026 at 1:52 PM

Is there a certain # JT can call? I couldn’t view your business card. Thanks, Jeff
Customer Customer reply | Aug 20, 2026 at 3:19 PM

My number [phone], I will be available after 3:30. Best Regards, [cid:496072be-42c7-456e-bad8-71b08c85ada0] ________________________________

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Customer Customer reply | Aug 20, 2026 at 3:32 PM

He has to leave in a few minutes. Is there a time next week when you'll be available? Jeff

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Saqib Toor Omron reply | Aug 20, 2026 at 3:35 PM

Hello Jeff, I'm not available next week. Please respond to this email and someone should be able to help. Best regards, Saqib Toor Sr. Application Engineer– Inspection Systems Direct: [phone] | [email] Omron Automation Americas 2895 Greenspoint Parkway, Suite 100, Hoffman Estates, IL 60169 automation.omron.com

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 case29 pts

Previous cases

1 Past case Moderate
#1690704 Re: [EXTERNAL]RE: SynQor PO 96142
Matched in ticket text, conversation: more, questions, some, available, call

...need the calibration plate for a separate issue as Jeremy recommended. Please see the email attached. The use of the plate to address the machine capture mismatch between our AOI OMRON Machine will be dependent on your team's suggestion. After Step 1 is done p...
Raw retrieval score 58
2 Past case Moderate
#1778423 RE: Contact for the AXI Project at Foxlink U.S. Factory
Matched in ticket text, conversation: more, questions, some, available, call

...for the AXI Project at Foxlink U.S. Factory Hi Brad yes please help us to confirm the next week for the trainning and support. During this week it is possible that someone from your team can help us? Francisco comment that maybe via remotly could someone help....
Raw retrieval score 57
3 Past case Moderate
#1662000 RE: Height Excel
Matched in ticket text, conversation: more, questions, some, available, call

...ed files for the MSA Results right after the calibration with the factory plate and a week later. Best Regards, Yaroslav Dovbnenko Manufacturing Engineer Bently Nevada Baker Hughes M +[phone] www.bakerhughes.com 1631 Bently Parkway South | Minden, NV 89423 Fro...
Raw retrieval score 57

Knowledge base

1 KB guidance Weak
AXI Post-Calibration Call Discrepancy Triage
kb/30_quick_reference/axi-post-calibration-call-discrepancy-triage.md | more, call

# AXI Post-Calibration Call Discrepancy Triage Use this when one AXI line or machine reports far more calls than another after calibration, service, or programming changes. ## Common Pattern Large call-count differences after calibration can come from machi...
Raw retrieval score 8
2 KB guidance Weak
vCA Firefox Server Timeout / v-TS Unavailable Triage
kb/30_quick_reference/vca-firefox-server-timeout-vts-unavailable.md | available, call

# vCA Firefox Server Timeout / v-TS Unavailable Triage Use this when vCA does not open in Firefox with a server timeout and v-TS is also unavailable. ## Common Pattern When both the web client and v-TS fail at the same time, treat it as a server or service-...
Raw retrieval score 8
3 KB guidance Weak
AOI Image Storage Location / Retention Questions
kb/30_quick_reference/aoi-image-storage-location-retention-questions.md | questions, available

# AOI Image Storage Location / Retention Questions ## When To Use Use this when a customer asks where AOI images are stored, why older images are not present, or how to retrieve image evidence for a prior inspection. ## First Clarification Ask which image...
Raw retrieval score 8

Internal evidence summary

Internal evidence summary only - review before using.

Retrieval match strength: medium (49/100)
Reason: Matched more, questions, some, available, call, phone, next, week, email; top ticket #1690704 scored 58; top KB match scored 8.

Similar historical tickets:
- #1690704: Re: [EXTERNAL]RE: SynQor PO 96142 (score 58) - https://omronelectronicsllc.freshdesk.com/a/tickets/1690704
- #1778423: RE: Contact for the AXI Project at Foxlink U.S. Factory (score 57) - https://omronelectronicsllc.freshdesk.com/a/tickets/1778423
- #1662000: RE: Height Excel (score 57) - https://omronelectronicsllc.freshdesk.com/a/tickets/1662000

Relevant KB docs:
- AXI Post-Calibration Call Discrepancy Triage (kb/30_quick_reference/axi-post-calibration-call-discrepancy-triage.md, score 8)
- vCA Firefox Server Timeout / v-TS Unavailable Triage (kb/30_quick_reference/vca-firefox-server-timeout-vts-unavailable.md, score 8)
- AOI Image Storage Location / Retention Questions (kb/30_quick_reference/aoi-image-storage-location-retention-questions.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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Customer Jeff Corey

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