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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, 22-aug-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 drawer failed.The field service engineer (fse) unplugged the device and confirmed it remained powered on, emitting a warning beep to indicate it was running on backup battery.All connections to the comm sled and all in one (aio) docking board were checked and reseated, with no issues found.Upon further inspection of the internal pyxibus cable and drawers, the fse discovered that the retractor band cable in half height matrix drawer 2.1 was frayed and rubbing against the drawer frame, likely causing intermittent power loss.The retractor band was replaced to resolve the issue.The system functioned as intended after the field service engineer repaired the device.
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