On 4/29/2019 customer biomed reported that nursing staff was indicating the cns device did not alarm for arrhythmia on a tele device on (b)(6) 2019.The issue occurred for 3 seconds and patient was tended to, but nursing staff would like further information on the settings, alarm history occurrence and strips.Patient was still admitted at the time of the report but in the icu on a different device.Strips and device logs were gathered for manufacturer investigation.Concomitantly, nk cas reviewed the event list and explained to customer biomed that the alarm was silenced by user.The nursing staff stated alarms never sounded.Service requested: troubleshooting.Service performed: troubleshooting.Investigation result: nkc, the manufacturer concluded that the reported alarms not sounding was caused by user having paused or silenced the alarms.Specifically, the alarms were silenced in the events below: on (b)(6) 2019 13:03:46 bed,on (b)(6) ,patient,,priority,warning,msg,pause,,starttime,13:03:26,endtime,13:03:34,<-- alarm event; on (b)(6) 2019 13:04:02 bed,on (b)(6) ,patient,, [?]alarms silenced; on (b)(6) 2019 12:57:29 bed,on (b)(6) ,patient,,priority,warning,msg,pause,,starttime,12:57:08,endtime,12:57:16,<--alarm event on (b)(6) 2019 12:57:43 bed,(b)(6) ,patient,, [?]alarms silenced.The above data shows customer first inquired about adjusting alarm volume on (b)(6) 2018.Nkc's investigation shows customer acknowledge and silenced the alarms.However, the event logs could not confirm the sound level of the alarms.This information, however, show that device functioned as intended.The root cause for the alarm customer's alleged alarm not sounding could not be confirmed.Corrected information: b3.Date of event.F9.Approximate age of device: incorrectly calculated.
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