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The reported complaint of the autopulse platform (sn (b)(6)) stopped compressions due to an unknown error message was confirmed during review of the archive data.Based on the archive, the unknown error message reported by the customer is likely to be fault 16 (timeout moving to take-up position) error message.Fault 16 was not reproduced during functional testing, however, the drivetrain motor had corrosion at the brake housing area and the encoder gearbox was rusted due to unknown liquid ingresses, and the brake assembly was seized from corrosion.These issues will contribute to the cause of fault 16 and prevent the platform from performing compressions.The root cause is due to the defective encoder gearbox and drivetrain brake gap assembly.A review of the platform archive was performed, and multiple fault 16 messages were observed on the event date, confirming the customer's complaint.No brake activation was observed when the device was powered on.Fault 16 was not reproduced during functional testing.However, related to the reported complaint, the encoder drive shaft did not rotate smoothly, exhibiting binding and resistance, due to the sticky clutch, caused by unknown liquid ingresses.The drivetrain needs to be replaced to remedy the issue.Also, the encoder gearbox was rusted due to unknown liquid ingresses and the brake assembly was seized due to the corrosion at the drive train motor's brake housing area, which prevented the motor from rotating (initiating compression), contributing to fault 16.Isopropyl alcohol (ipa) was used to clean and remove corrosion at the brake housing area however the issue was not remedied.The encoder gearbox and drivetrain need to be replaced to remedy the complaint.Waiting for customer approval for 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 sn (b)(6).
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