Knowledgebase Article Number

5751120577559

Description

May 5th, 2022, at approximately 9:00 p.m. EST. 

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 April 20th, 2022 described below. 

The ticket that was generated for this case has been documented as ticket number: 191297

Summary:

Wednesday, May 5t, 2022

9:15 PM EST
Lee Jaegar emailed Bastian support. He claimed the site was seeing a high volume of trolleys going to dewrap, being processed, then returning without being picked.  In Trun causing the Eisenmann loop to be congested.  They also noted that a majority of the pallets were not going to the gantry to be layer picked, and just returning to outfeed lanes.

9:454 PM EST
Zoom call was started with the site

10:00 PM EST

Excessive amounts of trolleys going to dewrap. They do not understand why these trolleys are going to dewrap. 
 
It is a high amount of trolleys going 

10:10 PM EST

Error found in logs error code 0000

10:15 PM EST

Dewrap conveyor is full

10:20 PM EST

Called the site and asked for more info.

 11:50 PM EST

Controls Resource was called in to assist in troubleshooting.

12:00 AM EST

Site Reported the issue had stopped.

3:00 PM EST

Site Called back in to report the issue had surfaced again.

03:30 AM EST

Development Resource was called in, and after bringing them up to speed they verified the system was working as expected.  due to the dewrap lane being full.

Root Cause:

Resolution:

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 reoccurrence.