A philips remote service engineer (rse) spoke with the customer and determined there was an allegation of failure to alarm for desaturation (b)(6) 2020 around 12:30 pm (noon) for bed label # ch 2 (room 2).The rse extracted the logs for investigation and a philips field service engineer (fse) was dispatched for onsite support.The logs were reviewed.It was found that the sensor was disconnected from the patient at 12:30:04.As a result, there could be no alarm.There was no product malfunction; this is considered a user issue as the logs show that the sensor was disconnected from the patient at the time of the event.Information was provided to the customer.
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