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The customer reported a complaint that "the autopulse platform (sn (b)(4) displayed fault 16 (timeout moving to take-up position)," which was confirmed during the functional testing and archive data review.The root cause of fault 16 was failed drivetrain motor (slipped bushing).When the bushing slips, the drivetrain motor will seize and be unable to rotate, likely due to user maintenance.The storage condition of the autopulse platform is unknown.A review of the autopulse platform archive revealed that daily checks were not performed regularly.Daily device checks are required per the user manual to help prevent the brake from seizing.Also, storing the autopulse in a low-humidity location could help prevent the brake from seizing.Upon visual inspection, unrelated to the reported complaint, noted a cut head restraint from the top cover of the autopulse platform, likely attributed to user mishandling.The patient head restraint wire could have been cut to free the patient from the platform or the user could have been lifting the platform by holding the head restraints.Missing or cut head restraints do not render the autopulse platform non-functional.The top cover needs to be replaced to address the observed physical damage.The archive data review indicated multiple fault 16, thus, confirming the customer's reported complaint.The autopulse platform failed initial functional testing due to fault 16 displayed upon powering on, thus, confirming the reported complaint.The autopulse platform did not achieve the target depth for take-up within the specified time (~5 secs) due to the failed drivetrain motor (slipped bushing).When the bushing slips, the drivetrain motor will seize and be unable to rotate.The drivetrain motor needs to be replaced to remedy the complaint.Zoll is awaiting customer approval for service repair.Historical complaints were reviewed for service information related to the reported complaint, and no similar complaint was reported for the autopulse platform with sn (b)(4).
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During shift check, the autopulse platform (sn (b)(4) displayed fault 16 (timeout moving to take-up position) when the start/continue button was pressed.The customer tried to restart the platform and use a different lifeband, but the issue persisted.The original lifeband performed as intended when tested on a different autopulse platform.No patient involvement.
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