The message number is 140001. The V2 behind it is the alias for the connection. (See screenshot from WinCC flexible help)
Nothing is impossible but 99.9% it is the cable. Below is a picture from the Siemens online shop. It shows a ready to use cable you can purchase by Siemens. The quickest help for the customer would be to buy such a cable and let him connect it directly without any other wiring from the PLC to the Touch Panel. This will make sure that the alarm is raised by a defect cable and gives the customer the option to get the machine fast returned in production again.
Please make also sure that they have nothing else connected to the 9-Pin Sub-D socket at the back of the panel!
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