TN - Internal Use - Omron Automation Software Upgrade Utility

Modified on Thu, 6 Feb at 1:43 PM

Summary/Issue Description

Sometimes, when customers attempt to update CX-One and Sysmac Studio software using the Omron Automation Software Upgrade Utility, they may encounter the following error: "Failed to authenticate. Please check the information you entered"

Root Cause

-Incorrect email or password

-The customer did not register their license on the website: https://asp.omron247.com/software/softreg/en/software-login.asp

-The email and password were not automatically registered in the Omron global database.

Solution

-Verify that the customer is entering their email and password correctly.

-Check that the email with the license is registered in the "OEI Customer Registration Service Application“ database: https://asp.omron247.com/Software/SoftReg/admin/software-cslookupform.asp

-Check if the customer is registered in the following global database:

Found here: https://www.omron-cxone.com/admintool/menu.cgi

User Name: oeiuser

New Password Revised: 2r$pqm32ye8_7 on January 2024

If there is no record of the customer's email or license, manually insert the data into this global database

Date/Revision History

First review 01/29/2025 V1.0

2nd review 02/04/2025 V1.1

Author:

Javier Romo, Technical Support Engineer.