Calibration and qc at the customer site was acceptable.A "sample short" alarm was observed on the alarm trace data suggesting a general pre-analytical handling issue at the customer site.The customer did not use the required rack adapters for 13 mm sample tubes for the result on (b)(6) 2020.Product labeling states rack adapters are to be used with 13 mm sample tubes.The sample from (b)(6) 2020 was submitted for investigation.The customer's result was reproduced with the elecsys anti-sars-cov-2 assay.Additionally, the sample was processed in a rapid assay as well as in a roche in-house, independent assay, which also detects antibodies against sars-cov-2.The sample showed an elevated coi in the acov2 assay and a positive result in the roche in-house assay.The sample was found positive in the rapid assay.Given the special working environment, and the serological result, the assumption is that the patient had been exposed to a low amount of sars-cov-2 virus which led to a fairly productive infection with a weak immune response caused by low amounts of virus/ viral fragments presented to the immune system.A general reagent issue can be excluded.The investigation did not identify a product problem.
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