Knowledgebase Article Number
Published May 27st, 2020, at approximately 2:15 p.m. EST.
|At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on May 18th, 2020 described below.
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
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.
It was observed by Bastian Solutions Support that there were not active picking tasks groups status "1" in the autostore.
Bastian Software Support Escalated to their Tier 2 resource to begin researching the issue.
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.
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.
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.
Next Steps and Preventive Actions
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.