A customer is connecting external 5 volts to the board and is unable to get anything at the output of the regulator. On the other hand, when operated with a USB connector things work just fine.
The USB chip does not enable the OE pin of the voltage regulator in external power mode. You will need to lift the pad and supply 5V to pin 3 of the regulator which is the pin under the letter A on the 3 pin side of the regulator. The regulator is marked L04 A. In addition, the CY22393 also needs to have the OE pin (pin 16) lifted and pulled high as well as the USB chip tries to pull it low.