Knowledgebase Article Number

 360049231633

Description

Published May 27st, 2020, at approximately 2:15 p.m. EST. 

Details

Summary: 

On May 21st, 2020 a support call was received by Bastian Solutions Support that touch screens on the Autostore at K&N were showing the message "Waiting on touch work". Since the error recorded from the touch screen was similar in nature to an issue earlier in the week this item was attached to ticket #143290. However, this does not have the same root cause as that issue. Below are the steps that were taken by Bastian Solutions while working on the problem.

May 21st, 2020

2:09 PM

Sebastian Lynn, Support Specialist, with Bastian Solutions Software Support received the initial call from K&N. The onsite contact stated that all ports were receiving a "waiting on touch work" message. Sebastian stated he would get dialed into the system and start taking a look. He would reach back out when he had some more information.

2:35 PM

It was observed by Bastian Solutions Support that there were not active picking tasks groups status "1" in the autostore. 

2:40 PM

Bastian Software Support Escalated to their Tier 2 resource to begin researching the issue.

2:45 PM

Bastian Software Support at the direction of tier 2 restarted the exacta services preprocessor, import, and import adaptor in an effort to get tasks to generate in the Autostore. At this point, Autostore support was also contacted. David Strawser logged into the Autostore controller and noticed errors in the event log related to the Autostore planner. 

3:00 PM

Bastian Software Support nulled out the values in Exacta so the orders could be resent to Autostore. At this time David Strawser updated the ASPlanner application in the Autostore Controller.

3:15 PM

At this point, all the orders were in the Autostore and full production was back to running. The total downtime was about 1 hour. Bastian Software Support also pulled log files before ending the call for the day.

4:00 PM - 12:00 PM 5/22/2020

Bastian Development reviewed log files. David Strawser also logged in multiple times to make sure tasks were making it to the Autostore. 

Root Cause:

• In our investigation, post the downtime, we were able to determine from the log files that there was a bug in the batch picking process. At the end of a batch pick during a specific sequence, the exacta process would kick into continuous picking which would then cause tasks to be deleted. This would then cause tasks to be in exacta and not Autostore.

Resolution:

• 1:45 PM 5/21 - Bastian Software Support reached out to the site to notify them that a promote needs to be applied to all the Autostore workstation to prevent the batch picking bug from happening. Station #6 was the only station updated. K+N was only to do batch picking from port #6 through the weekend.
• The remaining stations were updated on 5/26/2020 at 12:00 PM.

Next Steps and Preventive Actions

• K&N to monitor to make sure there are no problems on the stations. 
• K&N to monitor to make sure the tasks between Autostore and Exacta match.

Our commitment to you:

Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent re-occurrence.