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The reported complaint of the autopulse platform (sn 21573) displayed fault code 27 (encoder fault (> 3000 rpm)) and user advisory "(ua)34" (encoder failure) error messages was confirmed during functional testing and archive data review.The root cause of the noted faults was the defective encoder gearbox, likely due to the aging of the device.The autopulse platform was manufactured in january 2008 and is over 14 years old, well beyond its expected service life of 5 years.Upon visual inspection, unrelated to the reported complaint, the load plate cover defected with the hole that affects the watertight seal.The observed physical damage appeared to be the characteristics of user mishandling.The load plate cover needs to be replaced to address the observed issue.Archive data review showed occurrence of multiple fault code 27 and ua34 errors around and on the reported event date, thus confirming the reported complaint.The autopulse platform failed preliminary functional testing due to the fault code 27 and ua34 error messages, thus confirming the reported complaint.The root cause of fault code 27 and ua34 error was due to a defective encoder gearbox.To remedy this error, the encoder gearbox need to be replaced.Further functional testing, the load cell characterization test failed.The root cause of the noted failure was due to defective load cells, unrelated to the reported complaint.To remedy the observed issue, the load cells need to be replaced.Waiting on customer's approval for service repair.Historical complaints were reviewed for service information related to the reported complaint and there was no similar complaint reported for autopulse with serial number (b)(4).
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