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A review of the complaint history for sn (b)(6) was performed in salesforce which did not locate similar complaint(s) with the same failure mode for this serial number.A review of the device history record for sn (b)(6) was performed from the date of manufacture, 05-jun-2017 and confirmed that this device was not previously returned for servicing and there were no production failures which correlates to the customer reported issue.Upon investigation of the actual device used in this incident, it was determined that the mini drawer 1.5 didn't open and stuck in the closed position.A field service engineer (fse) observed that one of the mini pockets had been pushed in.Fse opened the back panel and unlocked the top row of mini pockets.Using a screwdriver, carefully pried the pocket forward, though it moved with noticeable hesitation.Fse found that packets of medication were stored in small zip lock bags and were sticking up above the 12-pocket height, obstructing the drawer¿s movement.The customer was able to fold and tape the packets down to prevent further obstruction.The system functioned as intended after the field service engineer investigated the device.
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