|
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, 09-sep-2021 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 station was keeps turning off.A field service engineer arrived at the station, checked the duplex speed and confirmed it was set to auto-negotiate, logged into hardware test application (hta), tested the half-height drawers multiple times to ensure the retractor band was not faulty, verified that the station was set to auto-restart, unchecked the auto-restart box, and restarted the station.The system functioned as intended after the field service engineer investigated the issue.
|