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The customer reported a complaint of the burnt smell during the use of the autopulse platform (sn (b)(4) could not be confirmed during the platform investigation.The secondary complaint of the platform stopped compressions was confirmed during the archive data review and the functional testing.The cause for the reported complaint, based on the archive data review, was due to user advisory (ua) 07 (discrepancy between load 1 and load 2 too large) error message, as a result of a defective load cell module.The cracked bottom enclosure and defective load cell module were likely attributed to mishandling, such as a drop.Upon visual inspection, unrelated to the reported complaint, noticed a cracked bottom enclosure.The probable root cause for the observed physical damage could be due to user mishandling such as a drop.The bottom enclosure needs to be replaced to address the observed physical damage.In addition, unrelated to the reported complaint, the encoder driveshaft of the platform does not rotate smoothly and exhibits binding and resistance due to a sticky clutch plate.This type of driveshaft issue is characteristic of the wear and tear of the platform.The impact of a sticky clutch was not severe enough to make the platform non-functional.Deburring of the clutch plate needs to be performed to remedy the encoder driveshaft issue.The autopulse platform was manufactured in march 2017 and is 5 years old, and reached the expected service life of 5 years.The autopulse platform passed the initial functional testing without any fault or error.During further testing, the platform failed the load cell characterization test as the load cell module exceeded normal parameters.The defective load cell module needs to be replaced to remedy the (ua) 07 error.A review of the archive data showed multiple (ua) 07 error messages to have occurred around the customer's reported event date, thus confirming the reported complaint.Waiting for customer approval for service repair.Historical complaints were reviewed for service information related to the reported complaint and there was no previous history of complaints reported for autopulse platform with serial number (b)(4).
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