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The investigation revealed the following: the instrument logs were analyzed by the lbs engineer, quality assurance & regulatory affairs and no instrument error was detected during the processing steps that could conceivably be linked to the damaged tissue.The incident was user related due to an application issue.The root cause of this adverse event was an issue with the reagent replacement process involving the s15 bottle.The improper replacement caused the instrument to use insufficient concentration xylene in the s15 bottle during the final xylene step of the affected run.This xylene concentration was far below the required 100%.As a result, the insufficient concentration of xylene was not adequate to completely replace the ethanol, preventing the paraffin from properly infiltrating the cells and leading to poor tissue quality.The insufficient concentration of xylene, which contained some ethanol and formalin contamination due to the normal carryover of reagents from one step to the other, was used as the final xylene step before the paraffin steps.This insufficient xylene was carried into the retort and subsequently into the paraffin bath, introducing the contamination into the paraffin baths and causing the observed bubbles to form.Based on the investigation results, as well as the remedial actions carried out by the application consultant, we as the manufacturer confirm the instrument is now working according to factory specifications.A customer facing letter was sent out to the customer with recommendation, to perform a deep cleaning of the equipment and replacement of all reagents for fresh ones.After an additional visit of the customer's site, they informed the field applications specialist, that they have been operating the equipment normally for some time.As a result, they have decided not to proceed with the deep clean due to the lack of reagent availability.
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