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Knowledgebase Article Number |
4413676337047 |
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Description |
Published November 18th, 2021, at approximately 4:00 p.m. EST. |
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Resolution |
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 November 18th, 2021 described below. Summary: Thursday, November 18th 3:52 PM EST 3:54 PM EST Call dropped 3:55 PM EST Joe Doyle with Bastian Support called Jeremy Poe back. Was informed that the estop chain of the estop had tripped, and to resolve they had to press the SF reset button on the ASIO. They had not had to recover from this process in a long time and had forgotten about the SF reset button. Jeremy stated that no estop button had been pressed, so we speculated at that time that there could be a loose wire. 4:56 PM EST Erick Cabral called into support to notify support that they were still having issues. Andres Garza answered the phone and attempted to pass the call to Joe Doyle, but the phone system failed the transfer. Joe Doyle connected to the AutoStore Service PC, and watched site reconnect to the Controller PC (after what appeared to be a Controller PC reboot) and restart AutoStore programs/services. 5:07 PM EST Erick Cabral called back in to support and spoke with Mohammad Alwishah. Erick informed us that the issue they had was ASXHandler related. An error had occurred on Event Viewer of Console that indicated an issue with ASXhandler. When site investigated, they found ASXHandler service was locked up and would not stop/start/reset. This is what triggered the decision to restart the Controller PC. 7:46 PM EST Alex Suarez downloaded a previous version of ASXHandler on the Controller PC. Alex advised Jeremy Poe of a known issue (AutoStore article regarding ASXHandler v1.2.5-4, dated 11/16/21) with Router and the ASXHandler service. In talks with Parts Town site personnel is was determined that ASXhandler needed to be “rolled back” to a previous version. A window of time was set to proceed with the roll back. 10:55 PM EST Felipe Terra called in to Jeremy with Parts Town to notify site that he was prepared to complete the rollback of ASXhandler. The new version was uninstalled, and the previous version installed. 11:02 PM EST Felipe called Jeremy to inform him of the proper startup/shutdown procedure of the AutoStore programs/services.
Root Cause: Article published by AutoStore regarding ASXHandler v1.2.5-4 Xhandler v1.2.5-4 issues Nov 16, 2021•Knowledge Xhandler v1.2.5-4 issues Xhandler v1.2.5-4 has been removed from our Download Center due to issues that have been reported by our partners. The issues that have been discovered are the following:
We are currently working on fixing the above issues. Once this is completed, we will run tests on our validations sites. We are hoping to have a new version ready next week. We will update this article then and inform you on the status. Resolution: Rollback of ASXhandler, fixed the issue. Next Steps and Preventive Actions: -For systems that are currently running Xhandler v.1.2.5-4 - please downgrade to v.1.2.2-4 We are sorry for the inconvenience this may have caused. 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 reoccurrence.
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Parts Town - ASXHandler Issue
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