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H3, h6: siemens healthineers completed a detailed investigation of the reported problem.The investigation was performed based on complaint description, customer service reports, system history, system log files, and expert review.According to the log file analysis, as soon as the operator released x-ray on plane a, the digital image pre-processing (dipp) detected a failure which initiated an automatic reset lasting about one minute, and blocked x-ray during this period.Once the system restarted, x-ray on plane b was available; however, the customer did not attempt to use plane b.During onsite troubleshooting, customer service engineer (cse) found problem with copra board in the front control unit on plane a.Cse performed the replacement of copra board and tested functionality, the issue was resolved.An extensive investigation could not be performed because the affected part (copra board) was not returned.Therefore, the exact cause of the complaint could not be determined retrospectively.The relevant root cause for the non-conformity was issue with the copra board.The occurrence rate of the aforementioned error pattern was checked.A possible error accumulation or even a systematic error, which leads to a corrective action of the installed base, could not be determined by the investigation.
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