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During a thawing procedure at a manufacturing site, a leak was found in the bottom left side of the bag (right at the seam).The broken bag was discarded and manufacturing continued.Product was cryopreserved on 4/30/2020 at mcct and thawing occurred on 5/6/2020 at a manufacturing site.The customer provided a filed in questionnaire and a picture for a more detailed investigation.According to the questionnaire the following investigation and statements could be made: the event was observed during thawing.The customer did use a metal cassette for freezing and for storage.A controlled rate freezer was used.The freezing bag was not stored with an overwrap bag for cell rescue.The filling volume was 49 ml (30 ml - 70 ml are recommended).The picture shows no questionnaire at the bottom of the eva tube.The root cause in this case cannot be determined, as no leakage is visible on the picture.Therefore no reference to the complaint was possible.According to the questionnaire the missing overwrap bag is a deviation from the recommended freezing procedure.Regarding to the described issue, this should not have an influence, but cannot be excluded.Typically, a crack or leakage is caused by mechanical stress during the handling of the frozen product.The incident rate for this failure for this lot is very low with 0.01%.
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